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Reviewed Sept. 13, 2023
My husband ordered a Breville Espresso Machine off of their website on a Sunday. He received an order confirmation which stated the machine would be available within 2 hours of putting in an order for pick up. He went to store the next day to pick up the order. None of the associates were able to find his order despite him having put in the order the day before. By Tuesday I called in and another associate said they couldn't find the order at all. Then on Wednesday his order status is updated to "We're sorry, a delivery date isn't available yet. We're committed to ensuring a timely delivery. Please check again for the latest update." My husband mentioned the store was fully stocked. What is going on with their ordering system??
Reviewed July 26, 2023
I am a real estate agent and I ordered a $500 gift card to be mailed to one of my biggest clients as a housewarming gift on July 11. It was supposed to be delivered on July 19. It is now July 26 and the card never arrived. I've been on the phone with WS three times (for a total of 2-3 hours) with no real explanation or reasonable way to make it right in a timely fashion. And I received no call backs from supervisors as promised. Needless to say, I canceled the order today. This was supposed to be a timely gift and now I am embarrassed, and my reputation is potentially impaired. WS should be ashamed of their lack of customer service. I just ordered a $500 gift card from their competitor. Good luck to them.
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Reviewed July 13, 2023
The agent from Williams-Sonoma was respectful and kind, but instead of trying to resolve the issue and credit me for $30.00, or even give me a gift certificate to utilize, they sent me to the website of the company that made the item I bought. The item did work a day ago, but I'm not sure if this is just a fluke or something different I did; however, that is not the point. The point is that I've been a good customer of Williams-Sonoma for at least seven years, and they refuse to credit a customer for the small amount of $30.00. I find this ridiculous. I've actually never had any issues with them until now, and I've never asked for a refund for an item I purchased (aside from food which arrived spoiled once). So I don't understand what is happening with this company. They used to have excellent customer service, and now it appears that customer service has their hands tied for some reason. It's ridiculous that a customer who has spent thousands with them cannot even receive a gift certificate for their trouble, or at least an exchange for a 30.00 item. It's not about getting a "hand out," it's about having pride in your company and making the customer happy.
I used to like Williams-Sonoma, but their customer service is horrible now. I was sent a defective item and they won't let me return it. On top of that, customer service won't even return an email, and they keep sending me automated messages to purchase the same defective item.
Reviewed June 20, 2023
On the morning of June 19th, 2023, I received a confirmation receipt email from Williams Sonoma for a Breville Smart Oven Pro with Light for $279.85 plus tax and shipping. I did not make this order and at first thought the email was spam. I logged into my Williams Sonoma account to find that this item was indeed under my account as purchased. I changed my password at this time. I tried calling WS customer service at 7:30am CST, but the voice on the line said that they were not open and to call back later. At the same time, my community had a very large storm come through the area two nights before and I had no electricity at my house and was staying at my parents who did have service. I went to my house to clean up all of the branches and tree limbs and did not have cell service all day because of the downed cell towers.
I called in the afternoon upon going back to my parent's house where there was cell service and was able to get through to WS customer service. There I was told that they could do nothing to help me because the item shipped. They would not reverse the charge and told me to take it up with my credit card company. I let them know there may have been a data breach of their customer information because my account was hacked. The person on the line told me it was most likely my email was hacked and they changed the password and deleted the email without me knowing. This is not possible as my email has two factor authentication and I never received any alerts of the kind.
Now this is my problem and I have to spend half a day with my credit card company and get a new card? There is clearly a breach in WS's online security and customers should be treated as victims which they are. If this is not resolved I will be alerting as many people as I can and on Social Media that there was a data breach. Williams Sonoma should investigate AND reverse the charge on my card.
Reviewed June 10, 2023
My wife received decorative plates as a gift from her daughter in law. One plate, out of the set of four, had a black inclusion in the white area of the plate. Customer service was contacted and the final outcome was "keep it". I sent an email to the CEO's email relating the problem and asked for relief. Never got a response! Now that is customer service of the first magnitude. They should go out of business!
Reviewed June 8, 2023
My daughter ordered in the store a smeg espresso machine in February. $ 584/600. They sent the wrong color. They reordered… then they canceled it because they marked it “fraud” according to customer service. After countless broken promises of sending an E merch card due to them sending to the wrong undeliverable address…5 months waiting… countless time-consuming phone calls more broken promises to send via email… Williams and Sonoma has kept $584 of my daughter's money with no updates, no notifications or calls.
My husband and I have had to take over because she works over full-time hours with no time to spend hours talking with customer reps with broken promises. We are at our limit… My daughter worries that this company is going through bankruptcy and she will lose her money. This is so simple. Send her the espresso machine she paid for… none of this makes sense. What happened to the old Williams and Sonoma. 5 wasted months filled with long never-ending phone calls to find a resolution.
Reviewed June 5, 2023
We received a set of Green Pan pots/pans for Christmas that ended up being defective/sticky. We reached out to customer service for a replacement, however, they ordered them incorrectly and after 2 months the new set was never received. We were then advised to bring out defective set to the nearest store at International Mall for an exchange, however, during the return process they accidentally issued a merchandise credit via mail. We were unable to leave the store with pots/pans due to this issue.
After 4 hours on the phone to switch the merchandise card to an e-card we were advised this could take 48-72 hours. After multiple attempts calling customer service they advised that our request would be received in the order received. We have now been without pots/pans since May 6 with no resolution, refund or items. I have requested contact from Corporate, a full refund and reimbursement and have yet to hear from anyone. This has been a truly frustrating situation that I do not wish for anyone to go through. We have always purchased from Williams-Sonoma, however, will think twice in the future.
Reviewed May 22, 2023
I have seen so many bad reviews about WS and its family brands under WS, but I get to experience one with them. I ordered 2 items and they were gifts for my family members. When I received those items, they were not meet my expectations, so I decided to return them and their Customer Service made a hell out of it. They won't let me return items, even if my items aren't in the sale section or anything special-ordered items. Please read other reviews to see how badly they did to their customers. Please avoid them so you would not get any headaches later on with their TERRIBLE services.
Reviewed May 2, 2023
I had the worst experience with Williams-Sonoma. I paid over $500 for a prepped meal care package on behalf of the company. This was for an employee whose husband collapsed at work and is now dealing with a life-threatening illness. In the middle of placing my order, I was timed out. I logged in again to order, and after I confirmed the purchase, I realized that the billing address had defaulted to the deliver-to address.
I called, and no answer. I was so concerned that I called first thing in the morning, and the representative said I had called early enough to catch the issue and correct the mailing address. He reassured me it was fine and read the info back to me. He never said there was a possibility that it would not be corrected, or I would have canceled and reordered!
A few days later, I got a notification saying the stuff would arrive at my office on the 27th. I immediately called, and NO ANSWER. I started receiving the packages the next day, and I called again. After 45 minutes on the phone, some woman got on there to tell me that it was too late and that there was nothing they could do. She indicated that I called three days after ordering, which was NOT the case, and that once the items were in route or delivered, it was out of their hands. I asked for a manager and waited another 45 minutes. After telling several times that the manager was on the phone or tied up, they finally admitted that not one manager was willing to get on the phone. I told the rep that this was a very poor reflection of their company and their customer service spoke volumes of what they think of their customer, and she said she knew, but the managers were the only ones in a position to deal with it.
The rep. said someone would call me, but of course, no one ever did. The employee with the emergency wound up having to come into our office to pick up her own package while in the midst of dealing with her family emergency. We could not drop off or messenger over because she's at the hospital most of the time, and the times at home are sporadic. This person had to drive 2 hrs to pick up an overpriced, unimpressive care package. Never again Williams-Sonoma.
Reviewed April 6, 2023
I ordered 2 Easter baskets for my kids 2 MONTHS ahead of time. At some point in time, they became backordered but no notice of this from Williams-Sonoma. So here I am now, 2 days before Easter, finding out the baskets will not arrive in time. Added to that, there is absolutely NO WAY to get in touch with the company to cancel the order unless you are willing to sit on a 1-877 telephone line. No pop-up customer service, no email address for customer service, no option to cancel your orders online. See all the recent 1-star reviews. UTTER **.
Williams-Sonoma author review by ConsumerAffairs Research Team
Browse indoor and outdoor home furnishings and décor online or at stores across the United States. Free design services and credit cards rewards are available.
Services: In-store product training and free knife sharpening.
Shipping: Front door delivery and Premium White Glove service delivery options.
Returns: Eligible items can be returned within 30 days. Customized orders are not eligible for returns.
Williams-Sonoma Company Information
- Company Name:
- Year Founded:
- San Francisco
- United States
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