Williams-Sonoma — Local services in Columbus

Went in the store on May 14th, 2024 to purchase some All-Clad D5 Stainless Steel cookware. We were helped by Lori, who at the time, seemed knowledgeable and willing to help. That ended up being a commission hungry facade resulting in extremely dissatisfying customer service.

We were offered a 10-piece mixed set of stainless and non-stick All-Clad cookware that didn’t even end up existing as a package…more on that later.

We were shown that the set was “in-stock” at the warehouse and should arrive between 5/16-5/20. We totally understand that certain sets aren’t always carried in store and placed our direct fulfillment order. It’s now June 4th and the set just arrived…every piece is non-stick, which is not what we ordered. I politely called the store and happened to speak directly to Lori again. Her responses were and I quote directly, “Well I didn’t pack your order.” and “Good luck with that”, when I expressed my displeasure of not only waiting an extra 3 weeks to receive my shipment, but for it to be completely wrong. As if I was dumb enough to think Lori was in the back of the Polaris Mall William Sonoma store packing direct fulfillment orders… I asked what could be done for the inconvenience and was told absolutely nothing and pawned off to customer service. She “apologized”, but that was a mere formality at that point after her previous comments. I promptly called customer service and was helped by someone who seemed to care about my $1K+ purchase and business rather than the commission Lori was going to get from selling me the wrong item. I managed retail stores for years and can assure you that “well I didn’t pack your order” and “good luck with that” are unacceptable at every level. I will be following up with the store leadership to ensure that Lori and the staff are coached appropriately to handle poor customer service scenarios because the way it was handled today deserves 0/5 stars.

Lastly, kudos goes to the lady I spoke with in customer service. Not only was she patient, she immediately recognized that what I was offered and told in store didn’t even exist as a product set, reassured me that she could help, and came up with a strong plan to resolve. She apologized for not only the error on William Sonoma’s warehouse shipping the wrong product, but also acknowledged the wrong doing of Lori in store. She was empathetic, realistic and more than accommodating. Happy to share any of my original order information and new order information that I placed with customer service with any W-S local leadership. However, the Polaris Mall location has permanently lost my business. I’ll drive to the Cincinnati or Cleveland store before I’d ever step foot in the Columbus...

I was here Sunday to pick-up some espresso cups for my new Breville Barista Express. A lady came to me (wish I got her name) asking if I needed anything and I said just looking at espresso cups for my new machine. Then she walked back in the counter and started chatting with another sales lady. Both of them we're looking at me like I'm about to steal something. I felt so uncomfortable but tried not to mind since I was there and needed some cups. Not all the espresso cups were on display so I started opening one of the boxes to check out the size to make sure it's what I needed. Lady came and said "You are not supposed to open boxes!" me looking around if there's a sign that says that and so I responded "It's not on display" then I put the box back. Then she walked away again went back talking to the other lady. In my opinion, she could've assisted me and opened the box to show what's inside. So then I'm ready to check out, she's got this face that she doesn't want to serve a woman with color. I had a gift card and so the system was asking for a number I asked of it was the pin that's needed? She said "No slide it" in a toneike I'm dumb. Then the machine errorred out, then she said you need to enter the numbers, so I asked again "Is it the pin needed that's needed?" (I've never used giftcard at WS so I wasn't sure.) Then the manager came and assisted, which I'm glad she did, she explained that I just need to swipe the card again and the lady should've done something with the system. I felt discriminated after that incident that I even felt just moving on and not buying anything and just go to the Easton instead but brushed it out and went on my way since I didn't want to drive. It's awful when you go to a store and makes you feel unwelcomed and makes you feel like you're about to steal something. I am an employed person from a big company and me being a person of color doesn't give anyone the right to make us feel that way. Not that I have to tell them that I can definitely afford to buy things in the store. Retail depends on customer to stay open to give them jobs reason why I still go to stores but if it makes you feel uncomfy then it makes you think twice. I was expecting more of a better customer service especially this place is expensive but making me feel that way sure I'm not going back to this location. Just a...

I've shopped at W-S for years, spent quite a bit of money there for nice items. However, about 1-yr. ago, I decided not to ever shop there again. I had purchased expensive dishcloths that didn't work out well at all. They were pretty but ended up not being practical. I took the dishcloths back since I was dissatisfied and they were expensive. I requested either a refund, store credit or an exchange. I believed that to be a very reasonable request. I even presented my receipt as proof of purchase. I was told 'no' by a store employee. I was very respectful and thanked her and left.

After thinking about that experience, I went back a 'second' time and spoke with the store manager. She came across as not being gracious or even friendly; kind of standoffish and quiet. She also told me 'no'. So out of curiosity, I asked why can you not either give me a refund, store credit or exchange. Her reply was only that 'that was the store's policy'. She gave no other explanation. I guess she's trained to say that same answer to customers who have returns. I was gracious and respectful to the store manager, thanked her and I believe that I wished her a lovely day.

I feel that this store no longer appreciates the customer as they once did. JUST BE SURE THAT YOU CONFIRM THAT YOUR ITEMS ARE REFUNDABLE, EXCHANGEABLE or THAT YOU CAN RECEIVE A STORE CREDIT, prior to making a purchase in any of their stores.

One more thing, the NEWS reported this week, that W-S is labeling some of their items as 'Made in U.S.A.' when in actuality, some of those items are made in China.

Also, a 'very' small candy bar that was $2.95 at W-S, is now $5.95. This is an update: W-S raised the very small piece of peppermint bark again. Now it is $8!!! They take us for fools.

I found another very nice kitchen store at Easton, Sur La Table; that is where I now shop. The employee there told me that they would have accommodated me for the dishcloths, had I purchased them in their store. Shoppers, WE HAVE CHOICES!!!

P.S: W-S store at Easton closed quite some time back. Not sure why. Don't know if sales weren't good or if rent was high in that shopping area. I wish W-S well, but I won't be one of their customers...