Williams Sonoma, Inc.

The Corporate Customer Relations Department for Williams-Sonoma Incand West Elm are in receipt of this customer's complaint. I have reached out to the customer to address his concerns. I have confirmed that the correct item is being sent to the customer. I will refund the
total cost of this item upon successful delivery. I consider this issue to be resolved

Complaint: ***I am rejecting this response because:
Cutting and pasting a phrase from the website is unacceptable I do not feel this issue is resolved until WSI addresses the specific complaints I have raised.
Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/10/23) */
This issue has already been resolved with the ***
Initial Consumer Rebuttal /* (2000, 9, 2015/11/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:The tears are in the fabric in places that were wrapped and had no contacts with anythingNo one came to see the stairs and it's assumptions that the corporation is using to once again take advantage of the little people. Sincerely,*** ***

Initial Business Response /* (1000, 10, 2016/02/24) */
The Corporate *** Relations Department for Williams-Sonoma Incis in receipt of this ***'s complaintI have confirmed that Retail Leadership has reached out to the *** to address and resolve her concernsThey are returning
the WS HA CC piece set and two WS SS Fry Pans to the store and issuing a merchandise credit for her to take to the store to repurchase, honoring the original 50% off and final salePlease consider this issue to be resolved
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/13) */
Full credit was given to *** on 8/10/We consider this matter resolved

Initial Business Response /* (1000, 5, 2015/09/15) */
We do not have access to this informationThe *** needs to go to the issuing store and have a void request submittedTypically, the store will be able to track down the information and get a replacement card issued the same dayWe
consider this matter to be resolved

Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because:
According to West Elm the order was cancelled on 4/21/18. According to my records, I received an emaii from West Elm dtd on 4-23-18, only it did not read exactly like a cancellation. It contained all the information in the original order, the item ordered, my address, my credit card info (last 4) and the item descriptionThe only difference is the price is now zero and the word 'cancelled' was added to the item line. I would send a photo but the instructions said to not include any personal information
In addition, according to the response, West Elm representative states there is no account for meThis is also incorrect. I can log in to the West Elm website and on the top right it refers to My Account which has a dashboard to perform a few functions. One of which is to edit the payment info. I went there but my payment info is not stored here - must be stored elsewhere? - and also missing is an option for the customer to delete his/her account
In order for this complaint to be fully resolved:
Completely cancel the order; this means if the order number is entered then nothing comes upI do not want the item to appear in my queue even if 'cancelled.' I also want my credit card info wiped out from this order and from the West Elm database. It's a shame this is happening; really leaves a bitter taste in my mouth about the whole brand (Wms Sonoma, Pottery Barn, West Elm) and a shame bc I happen to like the West Elm style
This may at first seem a bit over the top but in reality, since the item I ordered is on back order (originally was in -stock and then suddenly was on back order months hence...) then when the item becomes 'in stock' there is little to no protection for me should you 'flip the switch' on; you have the item, my address, and credit card. Too easy for a mistake to be made...
3) West Elm still has the order under my name and credit card. If the item comes in from back order I have no guarantee that this order will become 'active" and I will be charged.
4) I want this order to be deleted, clearedetc. Wiped out - no credit card info/no item info/ etc. I would like an email from West Elm to confirm that this has taken place.
Sincerely,*** ***
Sincerely,*** ***

Williams-sonoma, Inc
Customer was advised once items are returned, she would be credited
Items delivered via UPS have to be returned by customer; labels were sent to her on 10/19/
Items delivered via in home delivery hub are the only items being picked up by hub; customer was also
advised on 10/19/
Thank you!

On behalf of Williams-Sonoma Incand Pottery Barn, I have sent email to *** *** requesting order number or retail store receipt needing further information in order to resolve her concern. I am awaiting customer reply currently, and will take action once
received
Williams-Sonoma Inc
Corporate Customer Relations

Initial Business Response /* (1000, 5, 2015/12/10) */
All matters have already been resolvedNo further action to be taken

Initial Business Response /* (1000, 5, 2015/12/30) */
Good afternoon,
I reached out to the *** and discussed concernsI issued a full credit back to the ***'s credit card that will be visible within 3-business days
*** ***
Williams Sonoma Inc

Initial Business Response /* (1000, 6, 2016/02/04) */
The Corporate *** Relations Department for Williams-Sonoma, Incis in receipt of this ***'s complaintI would like to apologize to Ms** for the problems she has experienced and the dissatisfaction with the beddingI will submit
a request to authorize a store credit for the bedding, since this is out of policy and the purchase was made over a year agoI will follow up to confirm the status of the merchandise credit
Sincerely,
***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
The linen sheet set before taxes was $A credit of $does not cover itCan you look into my order details again?
Thanks!
***
Final Business Response /* (4000, 11, 2016/02/14) */
I would like to apologize to Ms** for the typographic errorThe actual amount of merchandie credit for the bedding is $This is the full credit for the sheets and shamsI am sorry for any confusion or inconvenience
Sincerely,
***
Corporate *** Relations
Williams-Sonoma, Inc
Final Consumer Response /* (2000, 13, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***,
We all make mistakesThank you for taking care of my inquiryMy family and I will continue to be a loyal ***
Do I expect a store credit in the mail soon?
***

The Corporate District Manager has reached out to the credit card company and they have advised that the credit check cannot be removed. The District Manager has explained this to *** *** and has sent her a $gift card as compensation. We consider this issue closed

The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn Teen are in receipt of this customer's complaint. I have reached out to the customer to address her concerns. I am working with our delivery team to get the needed item delivered
and the bed assembled ASAP.I will consider this issue to be resolved when delivery is complete

Our company has fully responded to this customer's concerns. We are following our policy and guidelines and will not be allowing discounts to be added to previously placed orders. This matter is resolved, and no further action will be taken

Initial Business Response /* (1000, 5, 2015/07/14) */
This order has not been canceledWe received a shipment of the back order itemBelieving we would have enough of the item to fill the ***'s order, the credit card was charged $on 7/2/Upon discovering that there was not
enough of the item to fill this ***'s order, a credit of $was issued to the ***'s credit card on 7/7/Our next scheduled shipment is due to arrive at the end of July At that time, the order will be filled
When the *** placed the order on 5/25/15, a pre-authorization was placed on the credit cardHowever, the item was NOT billed until 7/2/
If the *** wishes to receive the item when it arrives in the warehouse, they need do nothing as it will automatically be billed and shippedIf they wish to cancel this item, they may do so
This order has a 25% discount on itIf the *** chooses to purchase another rug, we will extend the same 25% discount (for a total of 25%); there will be no additional discount offered

Tell us why here
Williams-Sonoma, Incresponded to Ms***'s complaint on 04/30/and stated our company’s positionWe again apologize for any confusion or disappointment this may have caused you, and want to thank you for your understandingWe consider this issue closed upon successful delivery

Initial Business Response /* (1000, 7, 2015/07/03) */
The Corporate Customer Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this customer's complaintI have researched the issue the customer presented and have found that any damage or defect should have appeared
within the first few months of delivery in However, our company shows no phone records that this had been reported until August To resolve this situation, we can offer to replace the entire slip cover or the Right arm loveseat slip cover with a 50% discount and waive shipping chargesIf the *** would like to take advantage of this discount, a new order will need to be placedHowever, the customer needs to be aware that there may be a color difference in the new slipcover should she only replace the Right arm loveseat cover, as her original has been exposed to everyday life since Slip Cover item #'s involved XXXXXXX= Right Arm Loveseat, XXXXXXX=Left Arm Loveseat, & XXXXXXX=Corner
Sincerely,
*** *** ***
Corporate Customer Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (2000, 10, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The most concerning issue about all of this was the complete lack of customer care for an entire calendar yearI have been calling since August 2014, and every time each representative would tell me that they would call me back and help me resolve the issueNo one ever didAnd then each new person would claim that they couldn't find the picture, and I sent it five different timesWhile I merely wanted the right arm replaced, I do accept the response, and I plan to utilize the offer of 50% off the entire slipcover for all sections and a waives shipping cost

Complaint: ***I am rejecting this response because: We went in several months ago to have this handled followed up by multiple phone calls and emailsThe store is a minute commute each wayWe have asked for a refund check due to this issue that was their faultThey essentially stole from my wife and I because the product was paid for which they deniedWe have already purchased items over a month ago to use up cards, at this point and due to the issue we would like to have a refund check cut. Sincerely,*** ***