Luis sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma – email address that said:
Hi Ms. Alber,
I just wanted to thank you for representing a great company and all of the brands that you manage. Being a CEO is a tough job to handle and I think you are doing a fantastic job as CEO of Williams Sonoma. We are loyal customers to most brands in the portfolio and have been furnishing our new home with mostly pieces from West Elm.
I just wanted to let you know of a problem that we have encountered while ordering from the store. While we appreciate the service and cleanliness of the stores we haven't had the same experience with the "White Glove" service that we have had to add to our most recent order. After some back and forth with a customer rep about this we reluctantly ordered a ton of new furniture including our now problematic coffee table.
Usually service has been impeccable but we have run into a certain situation with the 3rd party provider that takes care of said service. I know that they aren't directly affiliated with the West Elm brand but when it comes to direct contact with the customer, unbeknownst to them they represent West Elm. So we've had several miscommunications with the delivery company and no one at West Elm customer service seems to mind that it has been almost 4 months since we ordered the coffee table and we're now at 3 delivery attempts and have had our hopes dashed of finally putting our home together.
The problem I think is that since they are contract workers working as a 3rd party they don't seem to care to treat customers with respect nor deliver the service that was rendered for. The 1st attempt was disastrous as they are not given enough time to set all of the furniture that was sent from the warehouse and since they were rushing they broke the table after dropping it in the hallway to tear open the box. 2nd attempt was also a mishap as only 1 piece of the 2 was delivered and it had to be returned. My wife has been calling and trying to escalate the order to a higher up but it falls on deaf ears.
I know this is a minor hiccup in the system and maybe it is because of the holiday break but that shouldn't be an excuse for the way that it has been handled as it has way in advance of the holiday season that the order was placed. We don't want anything in return and at this point in the game we really just hope to have the coffee table so that we can have that peace of mind that one thing has been crossed off our long to-do list. Thank you very much for your time and congratulations on all of your successes.