Williams Sonoma Reviews 

I am writing to formally complain about an extremely disappointing experience with the West Elm store in Rochester, New York, involving a substantial furniture purchase, repeated order errors, conflicting information regarding delivery, and an unexplained $307.36 Pottery Barn charge that I was required to pay before West Elm would allow my order to proceed.
What should have been an enjoyable purchase became an exhausting series of problems that ultimately caused me to cancel the entire order.
I live in Buffalo and drove approximately 90 minutes each way to the Rochester West Elm store. On my first visit, I worked with a young sales associate and found both a sectional sofa and a bed that I liked.
Because these were significant purchases and special-order items, I did not make an impulsive decision. The following week, I made the approximately three-hour round trip to Rochester a second time so that I could look at everything again, finalize the fabric, size, seating configuration and style, and place my order. I worked with the same associate on both visits.
The Delivery Issue
At the time of checkout, I learned that the sectional would not be available until approximately mid-October and the bed would not arrive until approximately mid-December.
I was then told that if I wanted the pieces delivered when each became available, I would be charged two separate $279 delivery fees.
I was also told that if I spent approximately another $1,000, West Elm might consider allowing a split delivery while charging only one delivery fee.
Based on that information, I added an approximately $1,000 area rug to my purchase—even though I did not actually want the rug. I was told that I could refuse delivery of the rug and receive a full refund to my credit card.
I agreed to this because I wanted the sofa and bed and was trying to work within the delivery arrangement presented to me by the store.
The Sectional Was Ordered Incorrectly
After driving home to Buffalo, I carefully reviewed my receipt and discovered that the sectional had been ordered incorrectly.
The seating configuration was wrong and the size was wrong.
I immediately contacted the store. I was then told that because the sectional was a special order, they might not be able to make changes. Since the store was closing shortly, I was told we would address the problem the following day. The next day, I spoke with the original sales associate, explained exactly what needed to be corrected and was led to believe that the order had been fixed.
It had not.
When I reviewed the revised order, it was still incorrect.
I had to contact the store yet again the following morning and speak with someone else. Only then were we finally able to get the sectional entered with the specifications I had originally requested.
To be clear, I knew exactly what I wanted. I had made two trips to the store, spent considerable time selecting the sofa and had specifically discussed the size, configuration, seating and fabric. These were not changes of mind after the purchase. They were errors in entering the order.
More Fees and More Confusion
The sales manager subsequently called me to verify the corrected order, which I appreciated.
However, I was then told that the store still could not confirm that I would receive the split delivery for a single $279 delivery charge—the very reason I had agreed to add another approximately $1,000 item to my purchase.
I was also told that there would be an additional processing fee of approximately $20 because the ZIP code on the order needed to be changed.
I provided the correct ZIP code. The incorrect ZIP code was entered by West Elm's system.
The $20 itself was obviously not the major issue. It was simply another example of my being asked to absorb the consequences of an error that I did not make.
After everything that had already happened, I was then told that I would personally need to contact Customer Service to resolve the delivery issue.
That was the final straw.
At that point I had made two three-hour round trips, spent substantial time selecting the furniture, discovered multiple errors in my own order, made repeated phone calls, reviewed corrected paperwork only to find it was still wrong, dealt with conflicting information about delivery charges, and was now being told that I needed to contact another department myself to straighten out an issue involving West Elm's own order and delivery process.
That was not my job.
I was the customer. I should not have been expected to manage West Elm's internal departments or supervise my own order to ensure that it was entered and processed correctly.
I therefore canceled the entire order.
But send me your email, I would like to complete me complaint.
Ruth

Opened, damaged appliance represented as new—then dismissive support

I purchased a Breville Smart Oven Air Fryer Pro through Williams Sonoma’s Manhattan Village location after first calling both Pasadena and Manhattan Village. I specifically explained that another retailer had just sold me a used and incomplete version of the same appliance, so I wanted assurance that this unit would be new, complete, and undamaged.

The Pasadena conversation felt more sales-driven than helpful. I was told that if I ordered online, inspecting the appliance would essentially be my responsibility, whereas ordering through the store would supposedly allow it to be checked.

At Manhattan Village, the carton appeared opened and disturbed. When I questioned its condition, employees assured me it was new and said, “They just come like that.” They opened the top and checked the visible accessories, but the oven was not fully removed. At home, I discovered pronounced denting and substantial buckling in the upper rear-right enclosure. I did not use it.

An identical unit subsequently arrived from Amazon with intact factory tabs and undisturbed accessory packaging. That comparison does not prove prior use, but it directly contradicted the claim that the packaging simply “comes like that.” The Williams Sonoma unit was not presented in the same condition as an untouched unit—and it was damaged.

The return experience was also dysfunctional. Williams Sonoma’s system stated “return in process or already returned” while I still possessed the appliance. Customer service was dismissive, and the only offer was 10% off the same order I was returning, which provided no meaningful acknowledgment of the hours spent driving, lifting, unpacking, documenting, repacking, and returning a heavy appliance.

Williams Sonoma’s premium image did not match its product handling, transparency, sales practices, or customer support. I would not trust this company with another appliance or expensive purchase.

I ordered a $299 coffee grinder and it came damaged. I spent 30 min getting to customer service where I had to return the item and they won’t send a new one until they receive and then take 7-10 days to process the return before they reship. It will be well over a month from my order date to receive a new one. This is terrible customer service.

I very rarely have problems with brands to the point where I need to call customer service. But Williams-Sonoma has somehow managed to turn customer service into an extreme sport. And after **three strikes, I’m officially out.** I will never shop with this family of brands again. If you want quality, I’ll be taking my business to Crate & Barrel from now on.

**Strike #1: West Elm**
Over a year ago, I ordered several *very expensive* light fixtures. One arrived without the box of hardware needed to actually, you know, hang the light. Apparently that box was taking the scenic route because it took **THREE MONTHS** to arrive.

**Strike #2: Williams Sonoma**
Ordered a pair of salad tongs for around $28. They arrived broken. You would think a company that sells $28 salad tongs could handle a replacement without requiring a congressional investigation, but here we are. Customer service spent more time pointing fingers at everyone except their own packaging facility than it probably would have taken to just replace the tongs.

**Strike #3: Pottery Barn Kids — the grand finale**
We ordered shelves for our nursery a couple of months ago. Both arrived with issues:

1. One came with **zero screws** to hang it.
2. The other had so much glue in one of the holes that you literally couldn't drill a screw through it.

We called customer service and were told a replacement would take **4–6 MONTHS.** 😂

Absolutely not. I have a baby arriving before the replacement shelf apparently plans to make its grand entrance.

We declined the replacement and said we didn't want another item from the brand at this point because, frankly, I no longer trusted that it would arrive in a condition suitable for its intended purpose.

Their solution? A **10% discount on another item.**

Respectfully, I do not want another item. I would like the items I already purchased to arrive with the necessary components and without being held together by a gallon of industrial adhesive.

Eventually, the representative reluctantly agreed to issue a refund of roughly **$300** and told us we did not need to return the shelves. We received an email confirming this.

Problem solved, right?

**Wrong.**

The refund never came.

So we called back, spent **THREE MORE HOURS** on the phone, provided the email proving we had been told we'd receive the refund, and were then told we actually needed to return the product.

Except... we had already disposed of it because WE WERE TOLD WE DIDN'T NEED TO RETURN IT.

At that point, customer service basically told us they didn't believe us and would need to listen to the recording of the original call. If they determine we're telling the truth, the case will then be escalated to the GM of Pottery Barn, who could still reject the refund.

As someone who works in B2C, I have a hard time believing the GM of a multimillion-dollar brand is sitting around personally reviewing $300 shelf refund disputes, but apparently that's the level of bureaucracy we've reached.

So after multiple calls, **hours of our lives we will never get back, defective products, missing hardware, absurd lead times, and customer service that seems more interested in proving the customer wrong than solving the problem... we still have no resolution.**

At this point, I don't need a shelf. I need therapy.

The combination of ridiculous lead times, declining product quality, premium pricing, and customer service that seems allergic to accountability is officially stale.

**Three strikes. I'm out.**

I would not recommend Williams-Sonoma, West Elm, or Pottery Barn/Pottery Barn Kids to anyone looking for a quality experience. At this point, I'd sooner buy nursery shelves at Walmart.

And honestly? At least Walmart would probably give me the screws.

This company is engaging in absolute FRAUD and violating FTC rules. First, they charged my credit card $203.25 for items that never arrived and have NO tracking number. Second, they placed an authorization hold for over $4,000 for the rest of the order, which is severely backordered for months.

When I contacted customer service to cancel the unfulfilled items (as is my federal right under the FTC Mail Order Rule), they explicitly REFUSED to cancel the order, giving the absurd excuse that it was "too big." They are now illegally holding my funds hostage right when I desperately need that $4,000 to finalize a large cross-country RV rental for a trip later this month.

I have filed formal consumer fraud complaints with both the California and Florida Attorney General and initiated chargebacks with my bank. Do not ever trust them with your credit card!

Update from our order from March for patio furniture. Still haven’t received it. Then the customer service person just called and it’s the same story every time “I can’t find your order number…. I can expedite this…. Oh the last person who expedited this did it wrong…..”. But this one was better. They called and said “ohh, you’re missing furniture was delivered the hub (whatever that means) on July 15th but for some reason it’s just sitting there instead of being delivered”. Meanwhile, another good cookout with friends and family as we laugh and sit on half the furniture we ordered and we say what suckers we are for ordering from William Sonoma / potter barn….. should have looked at these 1.0 star reviews.

Somehow, when placing my order with these guys, they ended up with an address that was eight years old. And they’re not gonna do shit about it and want me to buy again. Not a chance. William Sonoma I hope you rot in hell real fast.

Williams Sonoma is undeniably a beautiful store with a great selection of high-quality products. Unfortunately, after several experiences with both their in-store and online customer service, my wife and I have become increasingly disappointed with the level of service that accompanies those products.

My wife and I are newlyweds and have visited Williams Sonoma several times while purchasing items for our home. Unfortunately, we have repeatedly felt uncomfortable and unwelcome when shopping in-store. On multiple visits, we have been met with uncomfortable stares while receiving very little assistance from staff. Even asking simple questions about whether an item is available or in stock has sometimes been met with a dismissive attitude that has made us feel as though we were inconveniencing employees simply by asking for help.

One particularly frustrating experience involved a Breville Super Q blender. We saw the item displayed with a sale tag and asked an employee about purchasing it. We were then told that the item was no longer on sale and that they could not honour the displayed price. I understand that pricing errors can happen, but from a customer’s perspective, it is incredibly frustrating to see an item clearly advertised at a particular price, make the decision to purchase it based on that price, and then be told at the register that the price will not be honoured. The way the situation was handled only added to the disappointment.

Unfortunately, our online experience has not been much better. We recently ordered a high-quality ironing board and steamer, and the order has now been backordered four separate times. Initially, customer service indicated that some form of compensation could be provided because of the repeated delays. However, after our card was charged, the messaging suddenly changed and we were told that Williams Sonoma does not provide compensation for backordered merchandise.

The inconsistency was particularly frustrating. If compensation cannot be offered, that should be communicated clearly from the beginning rather than setting an expectation with a customer and changing the answer afterward. After four delays, I also would have expected much more proactive communication and customer care from a retailer at this price point.

What makes these experiences especially disappointing is that we genuinely like Williams Sonoma’s products and stores. The stores are beautifully presented, and there are many products we would happily purchase. However, premium products and a beautiful retail environment should also come with professional, welcoming and consistent customer service.

Customers should not feel judged, dismissed or uncomfortable simply for asking whether an item is available. Likewise, customers ordering online should be able to rely on the information and commitments provided by customer service representatives.

After several experiences rather than one isolated incident, it has unfortunately become difficult to overlook the pattern.

If you’re shopping at Williams Sonoma, especially in-store, I would recommend being cautious and confirming pricing and availability before making a purchase. The products may be premium, but based on our experiences, the customer service has not consistently reflected the same standard.

I always thought WS sold classy products, and was therefore an upscale operation. The merchandise is okay, but their customer service is the worst I've ever encountered, and I've had some bad encounters with vendors. On June 4, I ordered some cookware for an end-of-June wedding present. No problem, right? Wrong. Two weeks later I got an email saying they were experiencing delays. I didn't receive the cookware until the very end of July. I called to discuss this problem, thinking they'd want to keep me as a customer and would offer a token store credit, or something. The guy I talked to -- who seemed to be snorting cocaine as we spoke, said, "What do you want me to do about it?" I figured he was hopeless, and asked to speak to a manager. He said sure, and then proceeded to cut me off. Don't think it was an accident.

Avoid, avoid, avoid.

Ordered a pan that came broken. Have now spent over a month trying to get the replacement pan sent. Too much time on customer service, who don't know answers to questions and can't' seem to find a supervisor or manager. I was unable to email the company and sent a letter with no response. A reputable company that doesn't seem to care about their customers. Don't ever order from here.

I extremely disappointed with Williams Sonoma. For a premium retailer, this level of service is unacceptable. My order has been delayed with little communication and no clear delivery date. Customers deserve honesty, timely updates, and reliable delivery. This experience has completely undermined my confidence in the company, and I will seriously reconsider shopping with Williams Sonoma again.

Can I choose zero stars? Placed order July 9. All warm and fuzzy taking my payment in full. Now July 24 and crickets. After calling I’m told maybe another 5 days because WS waiting for shipment? Keep in mind, I had to chase this information down. No contact from WS whatsoever. Avoid if you prefer avoiding frustration and demeaning service.

I purchased two prongs for salads for my husband for Christmas. These were not inexpensive. They were the Williams Sonoma brand. They were at least double the price you would pay at target both of them fell apart within six months. The company failed to do anything about it and would not return them.

Honestly I wouldn’t have even given one Star if it weren’t for the nice sales attendant Liz who initially helped me at our local store in Santa Barbara Ca. I called in a pinch, looking for cedar planks with stainless steel serving trays. I needed 3 for a last minute 20 person dinner party and she was able to find them for me in store. Thanks Liz.
After that, unfortunately everything else was a “zero stars” experience with William Sonoma.
The cedar planks were very thin and instructions said to soak for only 15 mins. I’ve used cedar planks in the past and then are usually a bit thicker and require at least 2 hrs if not over night soaking so they don’t burn when grilling. I soaked the planks for over 7 hours. When I put them on the grill at the appropriate temp (375-400) after a few minutes they had all caught on fire and were becoming charred black. I had to quickly extinguish the flames without ruining the salmon and then transferred fish to oven to finish cooking. It was a total hassle but luckily the salmon was ok. I wasn’t able to use the planks or serving trays for the buffet display since planks were badly burned and warped so I threw them in the trash but kept the serving trays to return. When I called the store and explained what had happened and requested a refund the sales person said in order to issue a refund I would have to bring in the whole product…. burnt planks included. When I told her I had thrown them away she informed me that if I couldnt bring in the whole product there would be no refund.
Such a disappointing experience with the overall quality of product as well as customer service and loyalty. I will definitely be taking my business elsewhere. No thanks William Sonoma.

Ordered a coffee grinder June 13, 2026. Now have gotten the third notice of "delay" to July 29. They obviously have no intention of shipping this product any time soon.

I could have traveled to China myself and returned with it by now.

I bought a very expensive Stanley Tucci omelette pan less than 2 months ago. The coating is already starting to wear off. Unfortunately I did not keep my receipt (didn't expect it to be such poor quality) but the local store in Plano TX and the 1-800 customer service line were both not willing to help or even listen to the issue. That is the last item that I will ever buy at Williams-Sonoma. They really don't stand by their products.

Buyer beware!!!! I ordered a digital gift card for my son and never received an email with the actual gift card. I had an email with the order number and confirmation of purchase but no follow up email with the card itself. Since I wanted it to be a surprise I had requested that the card be emailed to me so that I could print it and put it in his gift basket. The purchase was made April 2nd. What occurred when my son attempted to contact them with the order number to see if he could get the actual egift card was a situation with the absolute worst customer service we have ever encountered! They never replied to his email so I emailed them. No reply. I then called customer service and it continued to get worse from there. At first it seemed that it would be an easy fix. I spoke with Lexi who reissued the card and emailed it to me. The email never came. We attempted to do this multiple times before figuring out that for some reason unbeknown to anyone their emails quit coming through to me. I have had an account with Williams & Sonoma for years and had been receiving emails from them with no problem up until the purchase of the gift card! They had no answer for this. I then requested they just email it to my son. They said they could not do that??!! I asked for the representative to please involve a superior to try and resolve this issue. While my customer service representative Lexi was very friendly and genuinely tried to resolve this matter, the problem lie in their system glitches so there was little she could do. However, the superior Mercil Wommack could not have cared less. When speaking to Lexi, the only option was to have me repurchase another card and wait for a refund of the card I had purchased 2 months prior. So I was being asked to me out $400. with a company who never sent me the egift card I purchased in the first place, and suddenly had problems with their email system so there would be no confirmation that I had purchased another gift card?! I was not at all comfortable with this. I asked how I would be able to confirm the purchase and was told I would need to give them a couple of weeks to complete both transactions (a refund and repurchase) and then I was to call them to confirm they had done what they said they were going to do??!! They could not be bothered with calling or emailing me. It was MY responsibility. I was not AT ALL comfortable that I could trust this company to get this right and expressed so to Lexi. Lexi had said she notified her superior Mercil Wommack of this and I would be receiving an email with a resolution. Mercil's "resolution" was to repurchase and wait on a refund. Short and sweet-no apologies for the inconvenience or any validation that he understood my frustration much lass cared in the first place. I replied Very strongly that I was uncomfortable with this resolution due to their lack of follow up and that the original purchase never arrived in the first place. Mercil did not reply.
Since there were no other options and I would be out $200. PLUS another $200.00 for the cost of replacing the gift, I asked Lexi if she could please have both the new card and the confirmation of the refund and repurchase sent to my sons email and she said yes they could do that. I had no other option other than to trust that Williams Sonoma would do as promised so we moved forward with a refund/repurchase. I did indeed get the refund on my card but no confirmation was sent to my son. Williams Sonoma also never reissued a new card! I emailed Mercil and he did not reply. Obviously, Williams Sonoma does not care if they have my returning business and on numerous occasions do not even reply to messages. I beyond saddened that I will no longer be able to purchase from this company. They are not to be trusted.

Yesterday I made an Oder on line in after awhile decided ( several minutes )to cancel it. I couldn’t do that. The customer service employees all the time were saying to me that they can not do that. Practically the company were pushing me to buy what I don’t like.
I am feeling as so someone twisting my arms and ripping me off. Stay away from ordering items at Sonoma Williams on line.

I used Williams Sonoma for my Registry for my wedding in September. I received a gift in April maybe?? For my Bridal shower at the end of May. I did not open it until after my bridal shower and then realized I wanted to return it. When I contacted customer service to print a gift receipt they told me they were unable to do so. They were not even willing to give me any kind of gift receipt. If you are trying to decide if you should use them ABSOLUTELY DO NOT!!!!! They were horrible and do not try and make the brides experience any better.
I had another gift from amazon that was outside of the “return window” and they fixed it with ease and it took no time at all. It should not be a big deal to return gifts on a registry website. IT SHOULD BE EXPECTED!!!!!! They should not run a registry website and honestly their company is disgusting.

The return policy for wedding registry gifts is 90 days after the event or the purchase, whichever is later. When you go to make a return 48 days after your wedding, they'll say you're outside of the return window. Their system has been programmed to not honor their stated return policy. Then, if you chat with then, they have you call another number where you ha. We shouldn't have registered with them. Items kept going in and out of stock, changing links, etc. Register at Amazon and avoid this mess of a company.