Williams Sonoma Avis 

The Wm Sonoma store on Post Street in SF refuses to stand behind their product. My large hold everything glass dishes with white lock down tabs broke immediately. I did not complain because my small dishes were fine. About 14 months later when all 8 tabs broke off (lids were 100% hand washed & never microwaved) I requested lid replacements. The manage Michelle Kurylo's resolution was to sell me another set. Apparently Wm Sonoma quality is meant for short term. I suggest Sur la Table. They stand behind their quality

On September 13, 2024, I ordered the Stainless-Steel Ultimate Measuring Cups & Spoons. It was a set of 14 for $93. I have received several emails over the last few months notifying me that there is an "unforeseen delay in the shipment of your order." My new estimated delivery date is now February 14-17, 2025. In the year of our lord 2024, there is TRULY no reason for it to take FIVE MONTHS to receive a set of measuring spoons.

On Williams Sonoma's careers website, it says the following: "Our goal is to get the right product to the right place at the right time. The customer is at the center of everything we do. We don't stop with just delivering the products; customer satisfaction is our ultimate goal. The Supply Chain organization is the backbone of our company."

1) If the customer is at the center of everything you do, why do your supply chain issues continue to disrupt the customer experience to the point that a customer feels compelled to write a negative TrustPilot review?
2) If customer satisfaction is your ultimate goal, why is there only one available method of communication for customer service? Your website says "LET'S CHAT: Our friendly representatives are available to help you when you need it most." and yet there is no chat functionality or customer service email. Most customers ordering online do not want to call a phone number.
3) As Williams Sonoma's revenue continues to decline, it's not hard to see why. As a formerly loyal customer, I'm sad to have to take my business elsewhere. And yet, I don't want to have to wait 150 days for any of my other purchases to be delivered.

Ordered a soup pot in early November for a Christmas present. Yes - just a soup pot! Thought two months would be enough lead time. Still haven't received it as of end of December and now they say it will be end of January! WS has no handle on their inventory stock nor clear line of sight with the manufacturer. In addition, they printed a shipping label but never handed the box (if there ever was one) off to the shipper. Terrible experience. However, based on reading some of the other reviews, I will be lucky to receive it at all.

Placed order and when delivered the product does not match the picture on the web. They wanted me to pay to have it shipped back and would give me credit, but I would have to pay shipping again when I redeem the credit. OMG never, never order from this company. It is too bad you cannot give a lower rating

Unless you want your holidays stuff to arrive after the holidays - perhaps you should order in August because this company has zero control over it's suppliers. Even after you cancel an order, they ship it and want you to pay for it. The suppliers they use are using 1980 dysfunctional inventory management systems that are not to be trusted. If you order anything from them, you cannot trust it is in stock, even the promised delivery dates are unreliable. I ordered a Christmas Wreath on 12/2 ( I send one every year from WS), got a confirmation it would arrive on 12/11. It was for a customer. On 12/12 - this year, they tell me the CHRISTMAS wreath will arrive the day after Christmas!!! I called, got transferred to a Supervisor and after 40 minutes on the phone she cancelled the order. Then on 12/21 or 12/22 they decided they do have it in stock and shipped it to my customer. After I already bought from another company. THEY ACTUALLY WANTED ME TO CALL MY CUSTOMER AND ASK THEM TO RETURN THE WREATH!!! They gave me a discount but still charged my WS account $70 for THEIR ERROR. Because I refused to ask my customer to return the wreath. What kind of lifestyle brand company does that? They have recordings of all calls. They know the Super authorized the cancellation. This is mostly on their supplier who can't keep count, thought a Christmas tree wreath arriving after Christmas was ok, then found a way to ship a cancelled order to arrive a few days before Christmas?????? I will not be buying anything from them. Sur La Table, and Crate & Barrel will do just fine. I feel valued there.

My husband has started a collection of Wüsthof knives for me. He typically purchases at a competitor who has provided great customer service over the years. He purchased my Christmas gifts several months in advance, as he always does due to our business's fall travel schedule. He purchased from Williams-Sonoma because he was in the area of one of their stores. He mistakenly purchased a knife I already have. I opened his gifts this morning. We decided to go right away to exchange the knife. I already had the one picked out that I wanted. They refused to do the exchange because we were past the exchange window. We had the original receipt, the item in its original, unopened packaging, and I wanted to exchange for a more expensive item. For a high-end store, this is extremely poor service. As owners of a retail business, we always provide the highest level of service and work with our customers to exceed their expectations, even if it means flexing our policy. Customer service has obviously been lost or overlooked at Williams-Sonoma. We will spend our money elsewhere and share our poor experience with our friends and fellow business owners.

The night before Christmas and all through the house, we were all stirring because WS told us the delivery would arrive in time.
Placed. Order onDec 6, promosed delivery on Dec 17,,promised delivery absolutely on Dec 23 as it is on the way. Learned Dec 24 that it never left warehouse, and I might get a credit.Or not.
Pitiful service. I was never informed that this was not in stock.
This is ridiculous.
And disappointed my family who did not receive a gift for Christmas.

Literally the worst customer service, I actually paid for next day shipping and unbelievable how long it took. So first I paid FOURTY DOLLARS for next day shipping, I placed my order on December 18, keep in mind I needed this for Christmas, It sent no delivery information and arrived JANUARY 10. Seriously I mean it when I say please save your money and either don’t shop here or just go in store.

I tried ordering a product to store and they tried to charge me $15 shipping
Like what company charges shipping to their own store.
Called costumer service and they stood their ground. So I canceled my order

Ordered click and collect on Sunday wasn’t able to collect till Friday. One of my items was missing fortunately I not them noticed before leaving the shop. Was told it was out of stock so why had I not been informed and why had I been charged. No apologies given and was told a refund would be done eventually as it had to go through head office. I suggested I picked something to the value. Was told no as this would put stock out. Eventually given an item 2 dollars more only because I made a fuss and made to sound like I was given the earth. Dreadful customer service. I am from the uk and wouldn’t be treated like that there.

I had ordered a gift basket as a holiday gift for my main client (I freelance), to be delivered by 12/17. Upon seeing the item had not even shipped on that date, I was told by customer service they'd need to research the status and would get back to me within 24 hours. No call/email back, so upon follow up on 12/19, I was informed the item is out of stock and to compensate for troubles I'd receive a 10% discount off my next purchase. It's too late to send a holiday appreciate gift, as my client leaves town today. The worst part was asking to speak with someone from "leadership" and being told leadership doesn't speak to customers. Really? Done with Williams-Sonoma/Pottery Barn.

I have been a loyal Williams Sonoma customer for years, but I’ve become increasingly disappointed with their service and product quality over the past year. It feels as though their declining customer service and inconsistent quality are signs of a growing disinterest in truly catering to their customers.

On multiple occasions, I’ve received food items that were spoiled or improperly packed. Most distressingly, my Christmas dinner is now ruined because I received thawed, spoiled lobster. When I contacted customer service for a resolution, I was shocked to find that they would not allow me to exchange it for a suitable alternative that could arrive in time for the holidays. Instead, I was told to wait 3-5 days for a credit on my Williams Sonoma card, but by then, the deadline for receiving food orders before the holidays had passed.

Additionally, their website is plagued by technical glitches, making the shopping experience frustrating and cumbersome. Overall, Williams Sonoma seems to be losing touch with what customers expect and deserve. Given these ongoing issues, I will likely close my account in the coming months and seek out alternatives that prioritize customer satisfaction.

I ordered stools from Weat Elm and then on the confirmation it said delivery would be 5 months from now! I called to cancel the order and was told they were “starting the cancellation request” and I’d hear back. No one got back to me so I called two more times over the next month and was told the same thing. I finally disputed the charge with my credit card and that got their attention. They now refunded me some of the cost but are $188 short. They are saying that’s thr “shipping and handling fee” for something I never received. Outrageously bad customer service. I would not order from this company ever again!

Horrible customer service with both Pottery Barn and West Elm. Never buy online furniture again.

We bought outdoor furniture 2 years ago. The chaise loungers were $2,800 each. The style is called Larnaca. They are literally falling apart. The weave snaps and begins to unravel. William Sonoma refused to do anything for us. Pretty shocked, I thought they were a reputable company. Steer clear! Don't waste your money!

In Nov 2023 (it’s now Dec 2024) I ordered a set of pots. I never received them despite me calling them multiple times and being told they would ship. They kept claiming supply chain issues The pots never shipped. Today I called them. They said they have stock so I said great please ship it to me today. They said no, there is a technical problem and it’s not possible. They said I had to reorder and we’re rude about it. AFTER 12 months of runaround. No way. Zero stars. Never again.

On Black Friday I purchased an Air Fryer that was on sale for $79. Regular price $139. Was expecting delivery on 12/12. On 12/5 I check on order status and notice that the product is now showing as backordered with a new delivery date of 12/18. No email from Williams Sonoma. Today (12/6) I get an email telling me that I won’t get the product before the holidays, and they “generously” are offering me an alternative product. That alternative air fryer has a regular price of $99 on their site, so while I bought a $139 product for $79, they are now willing to give me a $99 product for that price. How nice. But it gets worse. Amazon is selling that same alternative air fryer for $69. Take my money, Bezos! And Williams Sonoma… first order, and also the last one ever. Should have checked Trust Pilot before placing my order, I guess…

Too snooty and rude - Princeton Market-fair They assume and profile customers as they walk-in and do not want to help based on their assumption of your buying power. Or is it better to not expect customer service these days !!??

I ordered holiday baking and decorating food items. The box was delivered to my house torn open on one side. The items were strewn all over, clearly not packed correctly(put in a huge box and not secure.) I had ordered a jar of cocoa powder that somehow was unscrewed, and ended up going all over everything in the box( a complete mess) besides some of the cookie mix was all out of the box. I called to complain about the poor packing job, and asked for a refund on the cocoa powder and one of the boxes of cookie mix that had come out of the box. I was on the phone for an unexcusable amount of time, where customer service asked for me to send photos of the box and the contents. I had to wait for 20 min until she finally received the photos, only to be told I had to pack up and return the empty cocoa powder container and the one cookie dough mix and the box it came in, if I wanted a refund. You just cant make this up. I have been a loyal customer for decades and being treated this way is a disgrace. This is not the way to keep loyal customers WS.

Ordered 8/28 arrived 11/13 and order wrong! Talked to customer service and to return I have to pay to ship it! Will NEVER buy from them again! Asked to speak to supervisor and never did as we were playing passive aggressive!