Williams-Sonoma

My wife two items off their website - an icecream starter kit and some s’mores. A week after the order she was informed that the icecream starter was not available. Then, a couple of days later, that the s’mores were not available. I know that sometimes a retailer does know their stock levels and fails to remove it from their website - but TWICE!!!

Happy Williams Sonoma shopper – My order was shipped to Melbourne from Sydney via DHL. Arrived today, as per tracking, less than a week from order placement. Lovely delivery bloke. Full set of crockery was very carefully packaged and arrived as ordered. Orders placed earlier in the year were also a good experience. My experience with orders placed 5+ years ago weren’t so… Read more ·  1

positive but it’s all been good since.

I like Williams Sonoma’s product lines and will continue to patronize their site. Very nice stuff.

Lota of bad reviews but no issues here! – My All Clad pan arrived within a week of purchase. Can’t argue with fast delivery and a smooth transaction! I’d shop with them again. Show reply

Really good customer service! – Had an issue with the shipping price of this order and the customer service representative was super helpful! I'm so excited to receive this amazing and tasty product! Show reply

Excellent products and great customer service – I love Williams-Sonoma instore and online. The website itself is not my absolute favourite, it tends to run a little slow for me and I wish there were more menu options where I could see all the products in a category, but I love what they sell and when there's been an issue, it's been resolved really quickly and easily. The shipping is also… Read more ·  1

really fast when the product is available (and when it's not, they are good about updating expected arrival dates, etc).

Terrible – I ordered a present for my mum and it was marked as delivered however I never received the order, I contacted them and they said they’d email me back after confirming with the delivery team and it’s been over 2 weeks since then and I can’t get ahold of them. Super unimpressed

Poor customer service – I ordered a gift card to be email on the day of my friend's birthday. It did not arrive on the date and time I nominated on their website. I wasn't even been made aware that it has not been sent until I followed it up. Only then was I told that their system was down. I made a follow-up complaint a day later and received email advise that they… Read more

would resolve it within 2-3 business days. It has now been over 7 days and I have not heard back. No response, no nothing.

Very disappointed with this service and will not recommend purchasing gift cards from them.

--- Edited to add as of 19.09.2024: I was contacted via email by their customer service asking for details of my purchase so they can follow it up. I provided the details immediately so they could work on my request. After SIX DAYS still nothing back. So I decided to publish this review because I don't believe my issue will be resolved in a timely manner.

Terrible customer service – Ordered 2nd Sept with delivery window of 4-9th Sept. Window came and went so called customer service, clearly in the US. Was told tracking number was not generated and they would follow up and send to me shortly. 6 hours later I called again as I’d received no email, was told the real issue was there was no unit number on the delivery label so it… Read more

had been sent back to the depot but William Sonoma had then added the unit number and two attempts at delivery were made within the delivery window but no card was left so we had no ability to follow up at that time until the delivery window had passed and I had contacted them. Was finally given a tracking number for me to follow up with courier. I solved the problem and got the goods delivered. One day after delivery was made I received an email from William Sonoma asking for the unit number with an order form attached clearly showing the complete address with unit number .. emailed back and said this was resolved and the item was delivered without any help from them. Don’t care if the product was good. The customer service is a joke and wouldn’t order from them again.

Terrible Experience – Terrible customer service, I ordered a chopping board in April Online, with expected delivery 4days later. I have NO communication about what happened with the order, but it is JULY and it still has not arrived. They have not refuneded me and instead KEPT my MONEY, this is criminal to keep someones hard earnt money for 3months. When speaking to… Read more

them on the phone they offered a 10% discount off my next order, what an insult, customers should be offered a free product as there has been no communication and money has been kept. I will never order any products from this business again, and would not recommed this business to anyone.

Poor Customer Service – W&S are a nightmare to deal with. I’m still waiting on an online order from over 2 months ago. No tracking number supplied. I’ve emailed them three times and called their call center three times. Customer service is absolutely rubbish. $300 order and I’ve no idea if or when it will arrive. Just not good enough in this day and age.

Absolutely disgusting Bondi store – Ordered the large fruit bowl from Bondi store and paid in full via credit card and paid $55 for shipping a few days ago. I called today to ask where invoice and tracking is and they still haven’t told me tracking or refuse to tell me if it’s been posted. Absolutely disgusting as it was one of the 3 last items in stock. Still no tracking and no… Read more

confirmation and staff won’t tell me when they will ship or send tracking. I just want my item posted and tracking info -SKU 8192390.

Total scam – Order number was charged and then have to wait until order 2025 for it to be back in stock.DO NOT BUY FROM THIS COMPANY ON LINE. No confirmation email. Response from customer "service" is refund will happen in "Any preauthorizations will be released within 7-10 business days". Based on reviews here am not hopeful and will report to paypal and ACCC. SCAM

Williams Sonoma refuse to take on warranty responsibility – We purchased a SimpleHuman 58L bin (with 10yr warranty) online from Williams Sonoma about 3 yrs ago. One of the hinge cracked and broke. We contacted SimpleHuman (the manufacture) but advices they cannot ship replacement parts outside of USA or Canada and we should contact the retailer where we purchased from. Then we tried Williams Sonoma… Read more

(Aust) but only advised us to contact the manufacturer as they are not responsible for the warranty. We’ve even tried ACCC and Consumer Affairs but they persisted they do not take responsibility. Please think twice before purchasing from Williams Sonoma (https://www.williams-sonoma.com.au/).

Terrible – The store has overcharged my card. I used a gift card and credit card to make the payment and they charged the full amount on my credit card. I have sent several emails and the response is always that they have refunded my card and I should receive the reimbursement in within 7-10 days. It’s been 2 months, at least 15 follow up emails. Terrible… Read more

customer service and internal processes to resolve issues promptly. Not sure how many times I need to email them to get this resolved. So frustrating:(

Awful online experience – I placed an Order with W-S on the 5th of February 2023. I noticed at that time, that W-S were stating that the order would take 20 business days to arrive due to stocktake and system upgrades. I was prepared to wait. Finally, after the 20 business days, my Order did arrive. Minus the Vanilla Hot chocolate I had ordered and paid for. There was… Read more

no note or mention of when the Vanilla Hot chocolate would be sent, or even if it would be sent. Annoyingly, my online Order was not showing up on my account with W-S either. So I email W-S to follow up. On the 4th of March, W-S Customer Service advised me that the Vanilla Hot chocolate was still available and that I should allow some more time for the order to be processed and shipped. Finally, today the 12th of March, 2023 I received another email from W-S advising me that the Order has been cancelled as the Vanilla Hot chocolate is not available. Extremely disappointing. What is worse, is that there was no mention of when my refund for the hot chocolate will be processed. I used to love shopping both at W-S; both inshore and online. Never again.

Delivery service - woeful - never again – Ordered items from the Williams sonoma au website paid for premium shipping ..customer service non existent- worst experience- the parcel keeps going back to the depot - on hold for hours with courier to try to resolve issue - no help from Williams Sonoma - how are they even allowed to operate in this country without any customer service help and their delivery service is the worst.

Worst online experience ever! – Goods purchased at end of December 2021 then I cancelled my order early March (easy) as ongoing delays despite being available online. The following day got notification of partial order being sent and full shipping charged. To date 6/4/22 no refund and awaiting product return shipment. ACCC will be my next call.

Worst ever customer service – I ordered several products on December 9 - I understood they were experiencing delays but they said should be 20 Business days. Partial shipment occurred in early February but one item was missing (An Ice Cream Scoop) - there was no advice it was on backorder. After more than a week s I contacted Customer service and received a very lacklustre… Read more

response on Feb 19. An apology of sorts about the item being not yet shipped (but no apology for not letting me know at the time) and saying "our warehouse delay is affecting all AU orders. Please know our regular delivery schedule should be up and running very shortly. "

I understand they are having warehouse delays and that product supply can be an issue but this is THEIR problem not mine - so where is the customer service that proactively keeps the customer up to date? A customer service organisation worthy of the name would (a) proactively keep their customers up-to-date and (b) not make promises they are incapable of keeping.

Their version of "soon" is also laughable. Over one month later and still no product and no communication. When I sent them another email to Customer Service complaining, asking for an update and what compensation they were offering I have been ignored (no reply despite receiving a read receipt so I know they have read it.)

Their instore service is far superior - BUT DO NOT BUY FROM THIS BUSINESS ONLINE. You will regret it

No delivery, no substitute and no apology – I placed an order in July 2021 and have now followed up with customer service over 4 times, but to date my order has NEVER been delivered. It is advertised as available on the Australian Williams Sonoma website and whilst I understand that there may have been issues with imports and warehouse management due to relocation or floods but there has been no apologies or follow-up and it is now April 2022. Very disappointing

Worst online shopping experience I have ever experienced – Looks like everyone has had similar experiences with them. Below are mine. I bought a product in early Jan from their online shop because I was giving a $100 gift card to spend for my new apartment. I purchased something worth $176 dollars with $76 on my credit card. I first found out they have charged me $92.95 (extra $16.95) on my credit card… Read more

instead. Called them to ask what is going on ? No one seems to be able to give me an answer, the next day, with no prior communication, I got an email from them saying they’ve refunded me $16.95 back on my gift card. I let that go because I thought as long as get the product I bought, I could get something small again from them. In mid February I still haven’t received my item and during this time, I got zero notifications from them or DHL about my shipping information, I called up again. Someone told me my item was attempted to be delivered once on the 24th of Jan but no one was home, then they tried again on the day before I called and apparently it was delivered. Luckily I can tell them that’s impossible because I was home isolating for a whole week and nothing was delivered to me. And on the 24th of Jan I was on holiday, I would have been home too. On the delivery document they sent me while I was on the phone with them, it doesn’t even have my address on it !! Then they told me they will get to the bottom of this and let me know. I haven’t heard from any of them after a week or so. I had to call again, a lady said she will refund the whole $176 plus the wrong charge of $16.95 to my credit card as I said I do not want experience that again. She promised that the money will be refunded in 5-7 days. And when asked if an email confirmation will send to me, she said you just have to keep checking your bank account. Guess what, nothing was refunded after a week and half. Now I’ve called the customer service again today asking where is my refund. Another staff member told me a manager have to approve it first, at this point I am beyond angry, disappointed and exhausted from the drama I had to go through, it’s just two fry pans!!!! After 20 minutes of waiting while she was talking to a manager, she told me she can’t rectify the extra charge of $16.95 dollars which was wrongly refunded to my gift card because the system does it. I told her I just want my $176 dollars back to my credit and I don’t want to have anything to do with your company any more. She promised this has all been done. Then I got an email later saying $100 is back to my gift card and $76 is back to my Amex. I have no words. After 2 months of time wasting, I have ended up paying an extra 16.95 to my $100 gift card of a company that I never wanted to buy anything from. It’s like all their staff members are just working on their own with zero communication, with each phone call to them you will need to explain every thing again and get different solutions, you get no updates with your case/order/refund. You need call them to find out what’s going on. Logistic is horrible, problem solving is horrible, customer service is also horrible in terms of offering compensated solutions. This is not one of, but the worst online shopping experience I’ve had. I felt like I have dealt with a company that are from the ancient time. I hope no one else in the future have to go through such dreadful experience with them. I personally will tell all of my friends DO NOT shop online with WS.

Items not in stock, still have my money – Ordered December and unfortunately again in January. Nothing sent, items not in stock. Still have my money. ACCC need to get onto these guys quick smart.