Williams-Sonoma — Local services in Kentwood

On thursday, I purchased my very first Nespresso machine online for a pick up at this location.

Friday morning, I realized I purchased a model without the milk frother. So I go into this location to exchange to the one that had the milk frother. Michelle, who is the assistant manager was very nice and helped me to exchange to the one that i wanted. I bring it home to set my Nespresso and found out that the Capsule slot wouldnt open properly.

So i go back to the store on Saturday and luckily Michelle was there again. She immediately recognized me and greeted me. She then helped me to get a different and this time, she made sure that the capsule slot would open properly (how thoughtful!) before i left the store. We both saw that it opened perfectly and i took it home.

That night, i go home and open the box and realized that there were no manual, or the 12 capsule that was supposed to be included in the box were all missing. I also took the whole machine out of the box and saw that there were coffee stains all over the machine.

*Keep in mind that when Michelle and I checked the machine at the store, we didn’t completely took the machine out of the box.

At this point, im in complete shock and so frustrated. Im really not a picky person. So knowing this was the last one in stock, i told myself i was just going to wash/clean it and just use it. However, because i am new to the Nespresso, i needed the manual that i didnt have.

So i called the store to see if Michelle was working and she wasnt. So i asked for a manager. I started talking to her and explained to her what happened and that i just would like the manual and 12 capsules that were missing in the box. Not a single time during our conversation she said sorry or had any sympathy. Rather than apologizing to a customer, she said there wasnt anything she could do but to just bring it in.

If i was the manager, the first thing i would do is apologize to my customer for all this trouble. And second thing i would do is to come up with something i can do to help getting the manual and the capsules. I mean, she is the store manager. I felt that she couldve came up with many things to help me.

Anyhoo, I decided that this whole Nespresso wasnt meant to be so I went to the store to return it for good. I walked up to the counter and the manager who i spoke to was there. I told her i was there to return and she clearly remembered that we spoke on the phone. During the whole return process, she didnt say a word to me. Instead, she said hi hello to the customer that was behind me. (WOW!) I had so many things to say to her about this experience but she wasnt worth my time.

Its a shame that she is the store manager because she isnt the greatest fit for that position and clearly doesnt know how to treat her customer with respect.

The only reason why im even giving 2 stars is because of Michelles great customer service. It was very unfortunate that i ended up getting the used one but I appreciated Michelles help and the effort.

Unfortunately, I will not be going back to...

Terrible customer service. Terrible. No greeting when we entered the store and also not any one of the 5 employees on the floor asked us if we needed any help. Even worst, was the checkout. First time in the store I stood at the checkout for about 5 minutes while 2 of the cashiers ran behind the counter and then back on the floor. Waited a couple more minutes and left. For some reason, I decided to give another shot because I needed something there so I went to checkout again and dealt with a VERY rude employee. Wish I would have gotten her name. Again, no greeting and very standoffish at checkout. Rang up my items and just stood there with arms crossed attitude waiting for payment. Classy. Then a customer who had purchased something before me stood back in line and the cashier said, “Well what now?” The customer behind simply replied, “I just have a question about my purchase.” The cashier rolled her eyes and continued to stand there waiting for payment. Didn’t get her name as mentioned above, but she was older, short grey and black hair. Most of the product in store is overpriced anyway. You can find the same product at Bed Bath Beyond or Amazon for about 25% cheaper and you don’t have to deal with this store’s...

I went into the Woodland store for the second time looking at the Delonghi Eletta Explore espresso machine. I wanted another demonstration of the cold brew and cold foam drink. The kind lady helping me out knew nothing of the machine, her ability really turned me off. But what’s the kicker here is the return policy. This lady could have been the best salesperson I’ve ever met, the return policy alone will make it so I never walk into that store again. She tells me that the item can be returned , but only Unused. So essentially, if I get this 2K dollar item home, run an espresso or two thru it, and realize for whatever reason I don’t like it, I would NOT be able to bring it back. WOW I’m very happy that I did my due diligence in asking more detailed questions. If you read the return policy online it says nothing about returning items in unused condition. I tried out a Breville espresso machine from Best Buy, and after a week of use and trial and error, I realized this one was not for me and I was able to return it no questions asked. So, beware, and go deep in the questions if you’re looking at an expensive product...