Williams-Sonoma — Local services in Fairfax

The reason we went there was to see if they might have an espresso shot glass. We walked in and were looking around the store but couldn't find what we were looking for. So decided to ask one of the sales associate for help. The first lady that I came across didn't even acknowledge that I was there trying to get her attention. She ignored me. So I greeted her and said "Hi, can I ask you a question?" She still without making any eye contact, put her hand up and said you will have to wait. She didn't bother saying that she will be with me in a minute or anything. I was slightly ashtonished by that behavior at a store like this. I walked around waiting for the other sales associate to get free, and saw that the customer she was helping, was also being assisted by the first associate I asked for help. The second associate saw me later, smiled and said that she would help me right after she was done helping this other customer. I told her thats totally fine and walked to see around. The first associate didn't ever come back to see if I needed help or anything.

Now to get to the important part, I'm east Indian and my husband is African American. The associate was a blonde older caucasian lady. I don't know if that played any part on the behavior that was projected by her towards helping us, but the fact that the customer they were helping was also caucasian and we were ignored can't just be overlooked. I want this to be addressed as we left the store with no help from any one of the employees. I don't know if anyone else experienced...

Review:

Yesterday around 11:30 AM, I went to the store to pick up a coffee machine I had reserved, and I had one of the worst customer service experiences I’ve ever had. Even when I called ahead to confirm the order, the woman who answered the phone was already rude and unpleasant. When I arrived at the store, a kind staff member was helping me when the same woman (wearing a dark pink or fuchsia blouse) interrupted and took over the interaction in a very confrontational manner.

She didn’t let me finish a single sentence — every time I tried to explain something, she cut me off with a negative or dismissive response. Her tone was harsh and unkind. It was so uncomfortable and embarrassing that I began to feel guilty, even though I had done nothing wrong. I left the store extremely frustrated, upset, and with my hands literally shaking.

Today, I returned to the store because it was the only location that had the machine in stock, and thankfully, the women who helped me this time were the complete opposite — kind, professional, and genuinely friendly. Instead of leaving empty-handed and upset, I left with a beautiful Breville machine and a smile, thanks to their excellent service.

The employee from yesterday should not be treating customers the way she does. Being respectful and courteous is the minimum standard. We all have bad days, but that is no excuse to take it out...

I had an excellent experience at this Williams Sonoma location, thanks to Rhonda (sales associate) and Tina (General Manager). I purchased a Breville Oracle Dual Boiler espresso machine through a pre-order with this store. When it was delivered, I later discovered there were serious issues with the machine.

Not knowing at first, I went back to the store to compare mine with the floor model. That’s when I realized something was definitely wrong. Rhonda was out that day, but Tina stepped in immediately and handled the situation with such professionalism and care. She arranged for a replacement, ensured everything was taken care of smoothly, and turned what could have been a very frustrating experience into a positive one.

This was not a small purchase—it was a $3,000+ espresso machine with tax—so the level of support and customer service I received was extremely reassuring. You often hear negative stories about customer service, but this store proved those wrong. Tina and her team genuinely care about their customers, and it shows.

Because of how well they handled everything, I not only left with confidence in my purchase, but I also bought additional items and will gladly continue to support this location. Thank you to Tina, Rhonda, and the entire team for going...