Claudia sent a message to Laura J. Alber Director, President, and CEO, Williams-Sonoma that said:
Today I placed an order online with you. I used the promo code for 20% off my entire order, as well as a $75 rewards. The first time I clicked on Place Order, the order page came back to me for no known reason so I clicked on Place Order again and the same thing happened, except this time it said both of my promotions could not be used with this order. I exited the page and checked to see if my order had gone through. It hadn't. I then checked my American Express card I used to pay for the order and I have been charged two times for an order that never went through.
This isn't the first time I've had difficulty with your website and your customer service. To say I'm upset with this company would be an understatement! Your products are beautiful, but your store policies and customer service are completely unacceptable. When I call the customer service number, I am always on hold for at least 15 minutes and then the representative has very little knowledge of the problem or tells me different things about the order, none of which resolve the problem. It happens every time I call.
I see online that there are thousands of your customers who believe the way I believe about your lack of experienced, helpful, and timely customer representation. I have sworn for the last time I will never buy from you again because of the treatment I get from this company.
I would appreciate it if you would please remove the two charges you placed today on my American Express account. I would appreciate a follow-up email about this situation. And mostly, I'd appreciate customer service from your company that stands up to the customer service of say, Neiman-Marcus, Restoration Hardware, or Hermes where there's always a helpful representative without wait to handle all inquiries in a timely and efficient manner.
I hope to hear back from someone in your executive offices that will address these issues with me.
Claudia
