Williams Sonoma, Inc.

Initial Business Response /* (1000, 5, 2015/12/03) */
As stated in the Terms and Conditions of the Pottery Barn credit card, the rewards do not show as credits on a specific order at the time it is placedThey, however, are applied to the order and redeemed as a credit showing as a separate line
item on the credit card statementWe consider this matter resolved with no further action to be taken
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Revdex.com does not allow for a retraction of complaintAlthough I did see where it refelcts as a credit to the next statement I think this is a poor practice to not give the credit off the merchandise total and the company needs to change thisThis practice allows the comapny to charge intrest if balance not repaid in full making the credit obsolete

Initial Business Response /* (1000, 5, 2015/06/26) */
Working with *** to schedule assembly of bedAwaiting date confirmation for team to assemble bed
Initial Consumer Rebuttal /* (3000, 7, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Headboard was picked up to be repaired 6/Delivery and assembly promised by 7/As of 7/11, have not been able to confirm a delivery date as attempts by me and corporate *** *** have not resulted in action by the delivery companyI still have no bed or refund
Final Business Response /* (4000, 9, 2015/07/14) */
Response to Revdex.com:
The *** has been given a full refund for the bed since we were not able to deliver a first quality piece to herI have processed a replacement, however, it has an estimated delivery date of mid AugustThe *** has been advised that she can re-select something that may be in stock/deliver to her quickerI am awaiting a response
Thank you,
***
WSI, Inc

Initial Business Response /* (1000, 7, 2015/10/09) */
I have spoken with the *** to find out how she would like to proceed as the merchandise is on back order and the Finn sofa on order XXXXXXXXXXXX is not out of production yetThe *** advised me she cancelled the sofaI asked if she
wanted to cancel the backorder on the Book Nook chairShe advised she did not know what she wanted to do and needed more time to make up her mindWe are considering this issue resolved
Sincerely,
*** ***

The company, Pottery Barn, has provided a refund and a merchandise credit and has satisfied all issuesThis complaint can be closed

Customer was advised by the claims department last week that his check would be sent out the end of this week. At the time, he agreed to this. We consider this matter resolved and will take no further action in this matter

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, 2015/12/03) */
We are ordering new cores and casings for this ***Once a shipping date is available, the *** will be advised of the same
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response
from the business.)
The business decided to grant a refund

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am still waiting on receipt of my refund which I was told I would receive by Monday Oct.17, 2016.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2016/01/27) */
Please provide your order number so this issue can be researched
Initial Consumer Rebuttal /* (3000, 9, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to get a full refund of my
knife at the store which I'm satisfied withHowever, my initial complaint stemmed from the fact that the return policy (which I copied below) is deceptive in that it says you can return items for any reason but no where does it say you have to pay for return postageAnd that's not what I was told when I calledAlso, I was told "you can try to return to the store" that there'a no set policy for stores to accept returnsThat should also be clearly stated in the return policy as I assumed I'd be able to return items to a physical store without a problem
I'll be sure to not purchase anything online from them unless I know 100% that I'll keep it and tell my friends and family not to either
Return Policy
At Williams-Sonoma, we take great pride in the quality and craftsmanship of our productsAttention to design, materials, safety and construction are our priorityUpon receipt, please inspect your purchase and notify us of any damage; we will arrange for a prompt replacement
If within days, you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise valueFor all cutlery returns (knife sets, single knives, cutting boards, knife sharpeners, and knife storage) please contact us at to initiate the returnAn original receipt or gift receipt is required for all returns and exchangesReturns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount indicated on the gift receiptReturns with original receipt will be refunded in the original form of payment, cash and check refunds over $will be issued as a company check (may take business days from time of request)
We cannot accept returns on monogrammed, personalized, gift cards, special-order items, custom upholstery, food, items shipped direct from the vendor, or on items damaged through wear and tearFinal sale items ending in or cannot be returned
For returns of items purchased from your Williams-Sonoma Gift Registry, we will gladly provide a refund or exchange for the merchandise within days of your event or within days of purchase, whichever date is later
If your return for Merchandise Credit Cards is greater than $10,000, we will issue $10,in Merchandise Credit Cards to you that day, and then mail additional Merchandise Credit Card(s) for the amount in excess of $10,to you
How to Return an Item:
Regularly-priced items may be returned at any Williams-Sonoma retail store or through the mailSale merchandise (ending in ".99") purchased online or through the catalog cannot be returned at retail stores and must be shipped back to us for an exchange, credit or refund to be granted
To send an item back, complete the Return Form attached to the invoice or gift receipt that accompanied your Williams-Sonoma merchandiseIn the appropriate box on the Return Form, indicate the reason for the return and the action to be taken: replacement or merchandise creditPlace the Return Form in the box with your merchandiseBe sure to tear off the top portion of the form and keep it for your records
Use the shipping carrier most convenient for you, and send the package to the following address, where your return will be processed according to your instructions:
Williams-Sonoma
*** XXXXX
If you have questions about our return policy, please call us at
Final Business Response /* (4000, 11, 2016/02/01) */
***'s comment has been noted
Final Consumer Response /* (2000, 13, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the inconvenience
Products are sold upon availabilityA back order date is populated on our websites if items are determined to already be on back order
When we received information from a manufacturer alerting us of a back order, we immediately advise the customerWe
immediately reached out when we were advised the expected shipments will be delayed
Mr*** purchased three separate piecesOne of them became unavailable after his order was processedWe are sorryThe current estimated date to receive the Urban Right Arm chaise from the manufacturer is 01/24/Mr*** will be compensated for the delay
I would encourage Mr*** to contact Customer Service if he prefers not to wait.
Thank you

Message has been left for customer to return call so we may assist with a return of the defective item

Complaint:***I am rejecting this response because:It is so sad to see how poor customer service and willingness to right a wrong will loose you another customerI clearly see how your company is trying to wash their hands after *** *** had guaranteed me full money refund on all items in an attempt to fix t he original problem of the canopy bed delivery and then failing to follow trough with that guaranteeNeither did he have the decency to eturn the call to set up pickup of ALL items as he'd ALSO told me he wouldIt's clear this business doesn't function ethicallyAnd as to the above message, you are rightI was told about credit after the fact that what I was promised was not done and I was toyed with and lied toHad I known how poor a company this would be I'd saved myself the time and troubleBut, I do guarantee that Pottery Barn Teen will never again see a de from me since my business is being treated a dime a dozenAnd I can also guarantee that after such a poor way of handling my business, your company will never again see a dime from anymore of my family member's either. I should have known better after so many NEGATIVE REIVIEWS about your companyI'll take full responsibility for choosing to give this company an opportunity. NEVER AGAIN
Sincerely,*** ***

The Corporate Customer Relations Department for Williams-Sonoma Incand *** *** are in receipt of this customer's complaint and response.
Our apologies, please disregard the previous response pertaining to West Elm order***
I have reached out to the*** *** via email on September 4th and phone messages on September 4th and 9th, to address their concerns, regarding her order***
We are happy to offer alternative options for returning the defective and unwanted product, so we may issue the refund to the customerWe will work with the customer, upon their contact
Sincerely,
*** ***
Corporate Customer Relations
Williams-Sonoma Inc

Initial Business Response /* (1000, 7, 2015/07/14) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn are in receipt of this ***'s complaintI have researched to find that this is a known issue being worked with our vendorWe should have an update by the
week of 7/We will advise as information becomes available
Sincerely,
*** ('***) ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been promised resolution within week or within weeks multiple times over the past weeksAs of today, July 15, it is still not resolvedUntil I am no longer sitting on a bare cushion that is too big for their chaise and their slip cover, my complaint continues and I request the case to remain open
Final Consumer Response /* (3000, 15, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no update from Pottery Barn since the promise on July 16, another unkept promiseIt is now two months, still no replacement, no tracking info, just unkept promisesPlease keep this case open
Final Business Response /* (4000, 17, 2015/07/30) */
Replacement cushion should deliver by 8/to customers FL address*** has been advised

Initial Business Response /* (1000, 10, 2015/11/11) */
The Corporate *** Relations Department for Williams-Sonoma Incand Pottery Barn Teen are in receipt of this ***'s complaintI would like to apologize for the problems, inconvenience and delaysThe *** is now working with a
*** *** lead and they will continue to follow the order to expedite delivery and issue compensation
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (3000, 12, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still working with WS in attempt to replace our deskIt has not been completely resolved yetThe temporary agreement is that we will be getting a higher priced desk in lieu of the matching desk to our daughter's room which is no longer availableThey also sent us an additional gift card to use in their stores for other merchandiseWe will be satisfied once we finally receive a completely intact desk
Final Business Response /* (4000, 14, 2015/12/11) */
The new desk is in transit to the delivery hub and will be delivered to the ***, as soon as possibleThe *** is working with a *** *** associate who is following the order to ensure satisfaction

Initial Business Response /* (1000, 5, 2016/01/25) */
Regarding your order number XXXXXXXXXXXX, in November 2014, Williams-Sonoma, Incand its' brand ceased providing sales price adjustmentsWe apologize for the inconvenience and disappointment the *** experiencedWe consider this matter
resolved with no further action to be taken

Initial Business Response /* (1000, 8, 2015/09/09) */
Corporate *** relation has received *** complaint*** has been contacting and we are sending the missing cookbook

this is completely poor customer service That clause is put in where no one would see it under their legal section that you would never look at When I checked out it clearly stated on the invoice that this item could not be changed or cancelled Why can they change and cancel but we can't? That clause is just there to save their butt and be able to provide horribe customer service to their customers When u offer a price and not honor it it is advertising and that is exactly what pottery barn did It is not my fault they put in wrong prices and people purchased for that amount, it is their fault and they need to take care of their customers and learn from their mistakes instead of taking it out on the customer I am just disgusted how a company with such supposed "class and excellent customer service" could treat their customers
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
The Corporate *** Relations Department for Williams-Sonoma, Incand Pottery Barn are in receipt of this ***'s complaintWe would like to apologize for the problems and inconvenienceI have processed a credit in the amount of
$to the Pottery Barn credit cardThis credit is for the shipping fees on the duplicate order that was placedPlease consider this issue to be resolved
Sincerely,
*** ***
Corporate *** Relations
Williams-Sonoma Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/08/05) */
Original email received by *** was requestedShe only provided a couple of screenshotsWithout the full email, we are unable to assistWe consider this matter to be closed