Williams Sonoma, Inc.

On behalf of Williams-Sonoma Incand Pottery Barn, we are in receipt of Ms***'s Comenity Bank promotional policy concern regarding purchases made with Month Deferred Interest option.I have provided her concern to our WSI Comenity Bank liasions, who will forward to Comenity Bank
Leadership. We are unable to intervene directly in a customer's personal banking issues due to privacy reasons, however her concern has been documented in to our Executive database and forwarded to the appropriate Corporate individuals. I have requested Ms*** to be contacted by Comenity Bank Leadership immediately upon receipt of her concern.Though we are not able to see a customer's banking history nor purchases made via Pottery Barn Credit Card ***, I was able to locate Order *** which was placed on 8/26/16. Per the order, it indicates that accrued interest was chosen which would render 10% back in Rewards. Any in store purchases are not available for view, nor are any other Pottery Barn Credit Card purchases not placed with the customer's provided name/address information.I can also mention that there is no record of Ms*** contacting Pottery Barn Customer Service, feeling the contacts were with Comenity Bank Customer Service regarding her raised inquiries. Williams-Sonoma IncCorporate Customer Relations

Initial Business Response /* (1000, 5, 2015/10/23) */
Credit of $released to ***'s credit card on 10/20/*** returned as not satisifed because "Its too beige for what I wanted very pretty though but does not match with my couches" (***'s words on return slip)Ineligible
for return of shipping charges because was not defective or damaged merchandiseWe consider this matter to be resolved with no further action
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the way they processed my returnIt took a whole month for them to return my money and I did not even receive an apology for the run aroundI had to contact Revdex.com and American Express for me to receive a returnThe rep Stan was supposed to send me a gift card for my troubles and I never received itThis was handled unprofessionally and they did nothing to make up for the troubles and keep me as a happy shopperI will no longer shop at West Elm because this experience left me with a sour note
Final Business Response /* (4000, 9, 2015/11/02) */
A $merchandise card was sent to this *** on 10/6/Please allow weeks for receiptThis will arrive via the U.SPostal *** in an envelope marked Williams-SonomaIf the card is not received by 11/16/15, please contact usWe will void the originally issued card and send another one

Initial Business Response /* (1000, 5, 2016/01/25) */
Credit was issued on 1/21/to ***'s credit cardWe apologize for the inconvenienceThis matter is resolved with no further action to be taken
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
Only of the charges were refundedCalled back again on 1/and explained yet again that both orders were not receivedThey transferred me to another woman who said she would have to investigate where the second package went and I should hear something in another weeksThis is rediculesI have been calling for almost months and now they say another weeksI have never had such bad *** *** from any companyI am thinking at this point disputing the charge on my credit card is probably my only option
Final Business Response /* (4000, 9, 2016/02/03) */
Credit has now been issued to second orderWe consider this matter resolved with no further action to be taken

Initial Business Response /* (1000, 5, 2016/02/08) */
*** agreed to a replacementItem is currently on back order*** aware of back order dateAt this time, *** wants to leave replacement on order
Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern,
While I agree with the Business's February 8, response, please do not close this complaint until the Business fulfills its obligationWhile the Business had agreed to providing the replacement by March 31, 2016, they have now pushed the date delivery to late AprilThe issue is not yet resolved
In addition, in order to contact me, please utilize the phone number providedThe e-mail account is no longer valid
Thank you
Final Business Response /* (4000, 10, 2016/02/24) */
We are routinely communicating with this *** to get the product delivered and resolve the issue

Initial Business Response /* (1000, 10, 2015/10/08) */
The Corporate *** Relations Department for Williams-Sonoma Incand West Elm are in receipt of this ***'s complaintI would like to apologize to Ms*** for all the problems, inconvenience and delays she experiencedI have
confirmed that a full credit in the amount of $has been issued today for the cancelled sofaThe *** can expect the credit to post to their credit card within business hoursI consider this issue to be resolved
Sincerely,
***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (2000, 12, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has since refunded the total purchase price to my credit cardThank you very much for your attention to this matter

Williams-Sonoma, Inc
This order was cancelled and customer credited accordinglyOur apologies for any inconvenience
Certain items listed on this complaint are not part of this orderPlease provide correct order number so appropriate actions can be taken
Thank you!

Initial Business Response /* (1000, 5, 2016/01/04) */
Good afternoon,
I have reviewed this order and the *** was credited in full and was also sent a merchandise card for $This matter is resolved
Sincerely,
*** ***
Williams Sonoma Inc
Initial Consumer Rebuttal
/* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/10/13) */
Corporate *** relations is in receipt of customers complaintWe have reached out to the *** to resolve this issue
Initial Consumer Rebuttal /* (3000, 10, 2015/10/22) */
From: *** *** (mailto:***@gmail.com)
Sent:
Wednesday, October 21, XXXX XX:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Hello,
The middle ground I would be willing to accept now is if we can guarantee that the couch will be delivered prior to November 21st, (along with the compensation they have already offered)
Best,
***
Final Business Response /* (4000, 13, 2015/11/05) */
Our company is currently working with the vendor to get this item finished and in the customers home before Thanksgiving
Final Consumer Response /* (3000, 16, 2015/11/13) */
From: *** *** (mailto:***@gmail.com)
Sent: ***
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
*SEE ATTACHED PHOTO AND CONSUMER EMAIL:
Hello ***,
The couch was delivered today with a big rip in the armThis whole thing has been a huge messI feel like we shouldn't even have to pay for our couch at all
***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 10, 2015/10/29) */
Please provide an order number so that we may look into this issue for you
Initial Consumer Rebuttal /* (3000, 12, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
order number XXXXXXXXXXXXI
was told in an email on 10/that it's 'wear and tear' but in the very same email was offered to buy the part that has a defectHow is that possible? Are they saying we should pay MORE money for a part that has a defect? or are they saying that it's 'wear and tear' that we should expect to have every year? So now after more than emails and phone calls plus a store visit I got another email asking for pics of the sofa
Final Business Response /* (4000, 14, 2015/11/16) */
A replacement seat core and seat casing is being ordered for the ***Estimated delivery is mid February
Final Consumer Response /* (2000, 16, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youWe will wait and a half months for the seat core and casing

Initial Business Response /* (1000, 5, 2015/11/19) */
Please advise from which store this was purchased (street name, city and state)We need this information in order to move forward
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
In response to your request for address of store, here it is:
West Elm
*** ***
*** *** ** XXXXX
XXX-XXX-XXXX
The store or credit card company Comenity have not offered to cancel the return fee by the delivery men with the unopened merchandiseNo one at the store informed me that this charge would be incurred
Final Business Response /* (4000, 9, 2015/12/09) */
As of 12/9/15, the *** and the store have resolved this issueNo further action to be taken
Final Consumer Response /* (2000, 13, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On December 29, I received a letter from Comenity Bank stating that all remaining fees on the shipping charge have been voided and that my West Elm account now has a balanceI closed out my West Elm credit card account immediately, and now I consider the Case closed
Thank you for your assistance

The Corporate Customer Relations Department for Williams-Sonoma Incorporated and Pottery Barn Teen are in receipt of this customer's complaintI have reached out to the customer to address her concernsWe have issued a full refund for the returned orderI consider this issue to be
resolved

Complaint: ***
I am rejecting this response because:The issue is still ongoing and has not been resolved yet.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
The make up bags were delivered 12/24/The doll was delivered on 12/14/We consider this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
While the dolls finally came after submitting yet another expedited order, the bags were never recieved but I was billed for themI did contact Pottery Barn and they said they would issue a credit and, it should be recieved by 1/13/

The Elsie headboard was delivered on 12/21/and left at the front door by UPS. The boxspring frame was delivered on 1/11/and left at the front door by UPS. As both items were delivered, there is no credit due. We consider this matter closed and will take no further
action

The Corporate Customer Relations Department for Williams-Sonoma Incis in receipt of this customer's complaint. I would like to apologize to Ms*** for the inconvenience, delays and problems she experienced. Our retail store leadership has reached out to Ms*** and they
have made arrangements for the customer to return her item for store credit. Please consider this issue to be resolved
Sincerely,
*** ***
Corporate Customer Relations
Williams-Sonoma, Inc

Initial Business Response /* (1000, 5, 2016/01/18) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn Kids are in receipt of this ***'s complaintThank you for bringing your concerns to our attention and I would like to apologizeI will contact our
marketing department and request that they stop all catalog and mailing to your son, and your address
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Williams-Sonoma, Inc
Delivery company is currently trying to reach customer to schedule and deliver the furniture
Will follow up after delivery to ensure success and compensate the customer
Will send an update after complete resolution
Thank you!

Initial Business Response /* (1000, 8, 2015/09/22) */
The Terms and Conditions of the Rewards Certificate are provided to the *** when the account is openAdditionally, they are listed on the Pottery Barn website
"Rewards Certificates are only redeemable for merchandise at any Pottery
Barn brand catalog, store or websiteCertificates cannot be combined with any non-sale related promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase Gift CardsIf the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card which must be in good standing and/or not more than two payments past due at the time Certificates are redeemed or Certificates cannot be redeemed for more than its valueCertificate is valid for one use onlyIf the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase Gift CardsIn the stores, Certificates must be surrendered at the time of purchaseUse the Code printed on the Certificate when redeeming it online or through a catalogNo additional Certificates will be issued after program terminationLost or stolen Certificates will not be replacedCertificates may not be sold or otherwise bartered or transferredReward Certificates will not be refunded with returns or cancellationsThe value of your reward certificate will be forfeited and will not be refunded if you make a return or cancellation."
The last two sentence of the above paragraph advise that Reward Certificates will not be refunded with returns or cancellationsThe value of the reward certificate is forfeitedWe consider this matter resolved, and no further action will be taken
Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never informed this information about the gift certificatesI also called Pottery Barn *** *** on 8/13/( before the chair was picked up and returned) and spoke to a *** in the Furniture Department and he confirmed over the phone that I will be receiving the $card back.I called to make sure before the return was picked up and processed
Final Business Response /* (4000, 12, 2015/10/05) */
As previously stated, The Terms and Conditions of the Rewards Certificate are provided to the *** when the account is openAdditionally, they are listed on the Pottery Barn website
"Rewards Certificates are only redeemable for merchandise at any Pottery Barn brand catalog, store or websiteCertificates cannot be combined with any non-sale related promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase Gift CardsIf the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card which must be in good standing and/or not more than two payments past due at the time Certificates are redeemed or Certificates cannot be redeemed for more than its valueCertificate is valid for one use onlyIf the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase Gift CardsIn the stores, Certificates must be surrendered at the time of purchaseUse the Code printed on the Certificate when redeeming it online or through a catalogNo additional Certificates will be issued after program terminationLost or stolen Certificates will not be replacedCertificates may not be sold or otherwise bartered or transferredReward Certificates will not be refunded with returns or cancellationsThe value of your reward certificate will be forfeited and will not be refunded if you make a return or cancellation."
The last two sentence of the above paragraph advise that Reward Certificates will not be refunded with returns or cancellationsThe value of the reward certificate is forfeited
Information about rewards not be refundable are also printed on each rewards certificate.We consider this matter resolved, and no further action will be taken
Final Consumer Response /* (4200, 14, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not rightThe certificate should be returned as the item was returnedI have been a loyal *** and this policy does not make any sense