Beatriz sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
I am an extremely dissatisfied customer! I have experienced the ineffectiveness of you companies operation in the ordering process, the delivery process, and in your customer support. You company is so disjointed and ineffective. I have received the wrong order multiple times. I order a vanity through your company. Never did they recommend if I need a base to hold the vanity. Upon receving the shipment 2 months later. I come to find out that I need a base. I call to order the base and I am made to wait another 3 months for it . During that time, I call twice to verify that they are sending the correct size because I had little confidence in the representative in the ordering process. The other 2 representatives each assure me that it is the correct size. Finally, when I receive it. I am the one who had to contact the warehouse to verify if it arrived and they said it did a week ago. I ask them why they didn't contact me and they said they were going to. Later when I receive it, it is in a box. My workers remove my vanity and sink to put in my new Pottery Barn one and I find out it is the wrong size. I contact ordering and let them know that I have no sink, workers who need to be paid for a incomplete job because I was not sent the right size. I am very upset at this point and contact Pottery barn and speak to numberous representatives, multiple times, and spend many hours waiting and trying to resolve this issue. Finally we set up a delivery last week and I do not receive an email or a call with the window time prior to delivery. I also don't receive my shipment. i contact the delivery office and the representative tells me I am scheduled but it was a "NO CAL NO SHOW" and that an Incident Report would be filed. She assures me again that the correct base would be sent out on 9/14 and that they would pick up the wrong one. Will once again, I do not receive an email or a call the day prior. I have to call onthe day of delivery at 7:00am to find out the time frame. I tell them why am I again not receiving calls or emails. The representative said that they would look into this. Later that day at approximately 4:30 pm they delivery the base and ONCE AGAIN IT IS THE WRONG ONE. They sent out the exact one that they were supposed to be picking up. The SKU number was the same. I dont know how this can happen. Your company is ineffective and this is costing me as your customer time and money. Why cant they get this right. All they say is I will write it in your notes. How am I supposed to rely on your workers if they keep making mistakes and never fix these issues. There is lack of communication, lack of knowing your products, lack of making recommendations, lack of follow-up, lack of any monitoring. What are you going to do about this?
