Christine sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
I have never had such a frustrating and unprofessional customer service experience as I'm now having with WS.
Here are the details:
2/9/16 Ordered 4 Bistro Chairs
3/15/16 Called WS Customer Svc. and Customer Svc. Rep (CSR) told me they would call that day to schedule delivery (did not receive call)
3/16/16 Called WS and CSR (Christy) told me she would check on the delivery and call me back (she did not call me back)
3/18/16 Called WS and CSR (Sheila) said theyâd been shipped from Dallas and would arrive in Houston by 3/25.
3/18/16 Email from WS stated the shipment would be received 3/25.
3/19/16 Received an email from Customer Service that they were unable to cancel our order . We did NOT cancel our order.
Received a second email from Morgan Tribbett apologizing for the previous email and stating that the cancellation request was submitted in error. (We did not submit a cancellation request.)
3/22/16 CSR said the chairs would be delivered to our house on Monday, 3/28 and that I would receive a call on Friday 3/25 or Sat. 3/26 to get 2 hour delivery window. (Did not get a call for 2 hour delivery window.)
3/25/16 Called WS and CSR (Christy) again said sheâd call me back on Saturday 3/26 to confirm delivery. I told her I was skeptical since she hadnât called me back before as she promised. She assured me it was a different Christy and that she definitely would call me back. She did not call me back.
3/26/16 Called WS and CSR (June) told me her records showed the chairs would be delivered Monday 3/28 and also showed delivery on Wed 3/30. She said sheâd email the delivery hub about the confusion.
3/28/16 Sheila (the only CSR to actually re-contact me as promised) emailed me that the chairs were inadvertently shipped to Houston, instead of Dallas and were route back to Dallas and expected to arrive there by the end of this week.
Constantly conflicting information, unfulfilled promises to call me back and much frustration. I can't imagine ever again ordering anything from WS. Can you help determine what is going on and when we'll get our chairs?
Why do you call this "white glove" delivery? It's pretty much the opposite.
Christine
