Williams-Sonoma — Local services in Walnut Creek

Avoid this location at all costs! I know it’s the holidays and they’re probably swamped, but clearly the employees don’t care and their operations are a mess. I bought online and selected order pickup. I got an email my order is ready for pickup on 12/12 and I have 7 days to pick it up. I got a call on 12/16 from Cynthia that my order will canceled if I don’t pick up my order. I called to confirm I’m still picking up but will be coming on 12/18 (mind you that’s 6 days after I got the email, still within the 7 day window). They said they’d hold it for me, then they canceled the order right after I called them back on 12/16 and I was still within the timeframe to pick it up! I only found out the order got canceled because I got a notification that I got a refund from my payment company NOT Williams Sonoma telling me they’re canceling. I called to confirm they canceled my order and they said it was never marked that I was going to pick up the order when I had called them twice! They just shrugged their shoulders and said that’s too bad when they canceled my order for no reason. They said they wanted to clear their shelves because of the holiday rush, but that’s no excuse to cancel orders that are still within the pickup window especially when I had said I’d be picking up the order. Absolutely terrible experience and I would avoid coming...

Ordered a cast iron skillet toward the end of April. No skillet after several weeks. Called customer service to track the order — they could not find any order status! They talked to a supervisor and finally told me they had to place a follow up on the order and I would receive an email in a week about the status. No email. Called back; customer service rep told me the product was damaged and they reordered it, and that I should receive an email on when I would receive the skillet. After one week, called again. Customer service rep told me the order was cancelled and I was issued a gift card!!! Asked to speak with a supervisor. After a very long hold, she said supervisor was still busy but based on her research, since the item was not available at one store, they reordered it through another store that had the product. But since I had purchased it with a gift card, the original gift card did not have enough money for the second store to charge it on!!!!! So, the order was stuck in a limbo. All this time, nothing was communicated to me! No call, no email from Williams Sonoma!! Finally, I was told that I would receive a new gift card for the amount of...

I was at this store in late September trying to return something I bought online. After waiting in line at the counter, Ann Marie was able to assist me. She told me that I couldn’t return this product in store and that I have to return it myself. She then hastily summoned the next person in line. I was disappointed and talked to my husband on my way out that I would have to go to the post office and we had to pay for the postage... At this time, a nice staff came to me at the exit and told me that I didn’t have to pay for return postage once I had the label. So I called their customer service and Arlene assisted me. She said that I could not return this item because Ann Marie had to correct something she did when I tried to return that day. I asked if Arlene could clear that matter with Ann Marie and then sent me the label. I waited for a week or so for Arlene to get back to me, it did not happen. I finally went back to the store to clear the problem and went online to get the label. Although I was not familiar with their policies, I think they need to improve their customer service because I am hesitant to buy anything from them...