After much research I purchased my mother-in-law?s Christmas gift from Williams-Sonoma online in November. It was on backorder with a note that it wouldn?t ship until Dec 17 so I called and was assured it would still arrive by Christmas.
Dec 22 it still hadn't arrived and, when I called, I learned that the item had been discontinued and would not be sent. W-S had made no effort to let me know. However, a helpful sales representative offered to replace it with a similar item for rush delivery and assured me it would arrive by Christmas.
Dec 23 I called to follow-up on the new order. I was told that, although there was a record, the order had not been placed and there was nothing I could do to get the item delivered in time for Christmas. Again, W-S had made no effort to let me know.
There are no words to express my rage and disgust at this customer service breakdown. I can?t understand how they could have blown off 2 orders with no intention of telling me. Apparently, they wanted it to be a Christmas surprise. I waited more than 20 minutes on hold to ask a supervisor what more I could have done to have avoided this situation. As I see it, the thing I should have done was not shopped Williams-Sonoma.
I hope I can save other families from a similar, miserable experience.
more