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Williams-Sonoma.com Informative - Terrible on line service, avoid William Sonoma at all costs

Review by Avoid Vonage! on 2010-02-02
MEMPHIS, TN -- Williams Sonoma used to be a venerable American retailer. That level of customer service is gone, at least from their on-line store. Avoid shopping there. A family member purchased the Le Creuset cocotte pan for me for Christmas. Williams-Sonoma sent me the wrong color pan. This was annoying, but these things can happen in the busy Christmas season.

I contacted WS before Christmas about the return, and they promised to send a UPS label to my email account to return the pan at no charge. They did not send the label. I have also contacted them three subsequent times. Each time, the representative seems merely befuddled or unsure of the proper course of action. Their representatives now seem to have no concept of proper customer service, particularly for a firm which sells pans in the $150 and up range. There is no room for error in marketing expensive products, your customers will not tolerate it.

It is now February 3, and WS still has not sent me the UPS label to return the pan. I have not been able to return my pan, much less receive the new pan. I will no longer do business with WS, which saddens me as my mother worked for their hq for many years, and Chuck Williams was revered for the high quality firm he had founded. That level of customer service is apparently gone from WS.

I will henceforth take my kitchen business to Sur La Table, Chef's Resource, and Food Service Warehouse, depending on the type of item I am looking for. I would also advise Le Creuset to avoid marketing exclusive items with WS in the future, as the firm can no longer be trusted to market them to a high standard.
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