Williams-Sonoma — Local services in Frontenac

I had a very bad experience ORDERING FURNITURE through this store and company. I placed an order for a Montauk table, early August, and 6 Stratton chairs, early Sept. I was given a window of time for delivery of Aug 2st-Sept 4 for the table and Sept 14-28 for the chairs. As these deadlines for delivery were passed of many weeks, past Sept and late into Oct, I became anxious and started contacting the store. No one there seems to have an idea of where exactly was this merchandise. I was told when I bought these items that if I purchased them through the store I would get support throughout the process. It was never the case. I initiated all my calls with the store trying to track in vain these 2 orders. I was also told when I placed my order that I would only be asked to pay the full amount balance when I actually receive these items. Capitol One, WS's bank, contacted me several times early on so I would pay the full balance within 30 days of billing or face additional charges. The only person I finally tracked down that gave me hope and a more concrete idea of where my furniture was working in contact with their delivery company. After a few more calls, this person tracked my table which came late October. Unfortunately, when it was finally delivered the legs weren't the same size! The table was lopsided!!! I cancelled my order and got a refund 3 weeks later after again initiating many calls with WS and with Capitol One. Throughout this process the manager of the WS store in Frontenac, Annalise, was hardly ever available or supportive. Her assistant manager was a bit more helpful and kind but not able to help much either with a concrete answer on the way to better track my furniture. What bother me the most in this experience is when I found out that WS (as well as PB it seems, same company) keeps placing orders while giving false delivery times to their customers in the hope that most of these people will keep their orders. These delivery times are not respected, not in my case, and not in the case of many other people I heard from who had a similar experience with this company that appears too big to be able to keep track of anything. On a last note, after finally getting my refund, I received several calls and texts early November (11/ 9) informing me that my chairs (not the table yet) were ready...

Subject: Complaint Regarding Unprofessional Behavior from Store Manager

I am writing to formally complain about an extremely unpleasant experience I had at your store in December 2024. I went in to return an unopened hot cocoa product, and when I calmly explained my situation to the store manager, I was met with hostility and unprofessional behavior. The store manager yelled in my face to 'get out from Her store and that security was on its way' when I questioned her refusal to take the product. I had only purchased it and decided to return it a few days later. Instead of listening to my request, the manager started yelling at me in front of other customers and store staff. I was shocked by how aggressive she was, especially as I was trying to remain calm throughout the interaction. The manager then told me to leave the store immediately, and even threatened to call security over a simple return request. This incident was not only embarrassing but also made me feel unsafe and disrespected. I expect a higher level of professionalism and courtesy when interacting with staff, especially when I spend a lot of money here. I hope you will take this matter seriously and address the behavior of your manager, as no customer should ever have to experience such treatment. I look forward to hearing from you regarding this complaint.

Location William Sonoma / St....

I never write reviews, but I'm so bothered by my experiences at this place. On three separate occasions now, I have received horrible customer service, even possible discrimination. One time they screwed up my return, and I spent over an hour (yes, literally) at the register while they tried to figure out how to put money back on my card. Another time, I went in to inquire about knives, and instead of answering my questions, they read to me the descriptions labeled on the packaging and tried pushing me towards an expensive set that I had no interest in.

And now, just today, I waited in an almost empty store for 15 minutes to be helped while two women worked the registers to handle three separate customers. One of them couldn't take a break from the register? Then one of them began to help me with a question I had about espresso machines, until another customer walked in. The employee asked if I could wait while she inquired about the other customer's needs and then proceeded to help this other customer for 15 minutes (yes, literally). I was told repeatedly that it would just be another minute. I then overheard that the woman was deciding between two items that were over $1,500. Was my business less important?

Never going back there. Sur La Table has better customer service and the same...