Elizabeth

On September 13, 2024, I ordered the Stainless-Steel Ultimate Measuring Cups & Spoons. It was a set of 14 for $93. I have received several emails over the last few months notifying me that there is an "unforeseen delay in the shipment of your order." My new estimated delivery date is now February 14-17, 2025. In the year of our lord 2024, there is TRULY no reason for it to take FIVE MONTHS to receive a set of measuring spoons.

On Williams Sonoma's careers website, it says the following: "Our goal is to get the right product to the right place at the right time. The customer is at the center of everything we do. We don't stop with just delivering the products; customer satisfaction is our ultimate goal. The Supply Chain organization is the backbone of our company."

1) If the customer is at the center of everything you do, why do your supply chain issues continue to disrupt the customer experience to the point that a customer feels compelled to write a negative TrustPilot review?
2) If customer satisfaction is your ultimate goal, why is there only one available method of communication for customer service? Your website says "LET'S CHAT: Our friendly representatives are available to help you when you need it most." and yet there is no chat functionality or customer service email. Most customers ordering online do not want to call a phone number.
3) As Williams Sonoma's revenue continues to decline, it's not hard to see why. As a formerly loyal customer, I'm sad to have to take my business elsewhere. And yet, I don't want to have to wait 150 days for any of my other purchases to be delivered.

Incredibly deceptive Black Friday/Cyber Monday return policy. I read their policy before purchasing $400 worth of pajamas, but the language is confusing (the average customer cannot delineate between "sales" and "coupons") and hard to find (please remove the drop down menus for each section and create one big paragraph). Instead of being able to get a full refund for the items I want to return, I'm forced to get store credit.

Before this experience I was a huge fan of Piyama, as I had received a pajama set when I was a bridesmaid and really liked it. I was hesitant to order from an Australian brand because I've had bad return experiences in the past (looking at you, Shona Joy) but Piyama had a website banner that said "We have launched a US Warehouse – Faster & Cheaper Shipping + Returns." I mistakenly thought that this would make my experience better.

Piyama – Your return policy (or lack thereof) has hugely impacted my satisfaction and confidence in your brand. U.S. customers want low-risk shopping experiences on Black Friday, but protecting net revenue at the expense of customer loyalty does not encourage us to continue buying from you.

I will begrudgingly use my remaining store credit, but won't be purchasing from Piyama again in the future.

I have never written a Trustpilot review before, but after my recent experience with McGee & Co, I felt the need to write something.

I placed an order for the Gingham Kids Chair on 8/30/24. When I ordered the chair, there was nothing on the website to indicate any sort of shipping delay. Today is 9/30/24, and in the last month I have not received any updates from McGee & Co.

I reached out to customer service via chat, and was informed that the item is backordered and will ship on 12/30/24. How is a business this large experiencing such inexcusable supply chain issues? And with absolutely no communication to the customer?

I will be sticking with other more reliable home decor companies, like Lulu & Georgia, Serena & Lily, One Kings Lane, and Restoration Hardware, and Wayfair.