Andrea sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
Good Morning -
Since no one in your customer service seems to care I thought you might like to know if an issue, including I have not received my refund.
On February 28th I Placed An Order For Three Items .
I was charged $234.18 for those three items. I called on March 2 and was told the items were on their way. On March 9th I received two items from that order with a note on the order form that the table runner would be "In a separate box". Today I called to see where the table runner is, as I have not yet received it. I spoke with Shadonna who told me that Williams-Sonoma cancelled my order. I did not receive a note of cancellation and when I ordered it is was in stock. Williams-Sonoma sold me an item and charged me for it, never shipped it and then resold the item I purchased to someone else!
I asked to speak to her manager. After holding for 10 minutes or more I spoke with Malanda who was not so pleasant to be kind. She didn't care about me, my order or anything I had to say. All she could say is the order isn't coming. I explained that I planned my entire Easter table around this runner and this put me in a huge predicament. She could care less, she just kept repeating herself; she didn't offer to see if she could help in any other way with another runner or checking stores, no help or assistance was offered. She said Williams-Sonoma refunded my money on 3/9. I have checked with my credit card company, no such refund has taken place. So now Williams-Sonoma has my money and my table runner - How do you sell me something and give it to someone else and then keep the money? Which is another whole issue - I still need my refund!
Then to top off the conversation Malanda hung up on me. Great customer service Williams-Sonoma!!
This is one of the worst cases of customer service I have experienced in quite a long time. I paid a lot of money for the items I purchased from Williams-Sonoma - as you know there are other places to shop that are less expensive. When I purchase at your store I expect quality, outstanding customer service and a pleasant experience - that is part of what I am paying for. I received none of the above!
As I told Malanda, this experience has left me questioning if I will continue to do business with your company.
Regards,
Andrea
