I'll start with I actually love the store/brand. I could literally spend hours finding things I never knew I needed and suddenly can't live without. HOWEVER! The customer service I received during my recent visit last week left a bitter taste in my mouth. I placed an online order to pick up. I was gifting this order as part of a congratulatory gift to a friend on the purchase of her new home. When I got there I waited in line behind two ladies. The associate was super personable and chipper with them each. With each transaction, making comments on their order and even stars to one how she had "just grabbed the last one" of something while giggling. When my turn came I did not receive the same customer service. She went in the back and got the order and asked me to sign a form. While signing it I asked if the store had GIFT BAGS or WRAPPING PAPER. She says "I can give you another shopping bag and some tissue paper. I said no I need a gift bag, how about the wrapping paper? She says "the wrapping paper is $8". I think to myself, I never asked for the price of the wrapping paper I'm asking if it's available and if it is please show it to me! So I ask her what the wrapping paper looks like because obviously she's not trying to wrap the item and not going to offer it. Instead of the associate saying well let me show you a sample, she begins to verbally explain the print on the wrapping paper. While she's explaining it she's also taking out tissue paper and another shopping bag (which I didn't ask for). I asked if it was possible to see the wrapping paper and she shuffles around behind the register and asks another associate if there was any up front. Finally she goes in the back and brings the smallest piece of wrapping paper to show me. I agreed to buy it and before anything she reminded me it was $8. I paid, she took my item in the back and wrapped it. When she brought it back she was about to hand it to me until I looked at the shopping bag that had my receipt attached (because why would you hand me an item instead of putting it in the bag?) The entire time she has this forced smile like I was taking up her time. While in fact she took up her own time by not being proactive. I've never had to beg for wrapping paper before, I guess there's a first for everything. I won't be going back in there, too much unnecessary hassle. read more

I've been coming to this William Sonoma for awhile and I think that it's one of the biggest in the area. In the cross keys plaza there is a lot of parking right in front of the store. This store should have all of the things that you need to buy at William Sonoma price of course. This is about the only thing left in the village of cross keys that I see thriving. The employees who work here are very nice. read more

Ina Garten(The Barefoot Contessa) came for a Book signing this past thursday and what a turn out! Even though it was cold outside, there were people lining up at nine AM!(The event started at 12PM until 2PM). I did hear that even if you didn't come to get your book signed, Ina had done so on a few nice label cards. You could place it in the book and then personalize a message yourself for whomever. There were food vendors there as well that took recipes from the newest book she was promoting and serving sample sizes to all the waiting people in line. Red Door Spas in Cross Keys even turned out and were offering complimentary mini spa services and had raffle prizes! Thank you W&S for a great experience-you turned it around! read more

I've probably been going to this Williams-Sonoma for around 20 years. Here are some things that really stand out about this store. 1. Many of the staff are long-timers, and in some cases, very long-timers. I know a number of them by name, and enjoy chatting with them when time permits. They know their product stock intimately, they care deeply about helping you, and they seem to operate on the assumption that they will be having a long-term relationship with their customers. 2. The fact that it isn't in some massive mall is a huge advantage. There is ample parking in a parking lot directly in front of the store. You can walk from your care to the store in 5-7 seconds. Compare that to what it would be like at a major mall. 3. I am always asked if I need help within seconds of entering the store. 4. Sale items are usually segregated into a special display or area, and thus are easy to find. 5. During holiday season, they always have wonderful beverages (apple cider or hot chocolate) and samples of peppermint bark available for shoppers. I sometimes drop in to get these for a pick-me-up even when I'm running other errands! 6. I run into other people I know when shopping here on a fairly regular basis. I think that's because this store is a magnet for people living in Roland Park, Guilford, Homewood, Mount Washington, and the Falls Road/Park Heights corridor who love the role food and beverages play in living the good life. Those serendipitous encounters and conversations add to the fun of shopping here as well. read more

I went here earlier today to buy a birthday gift for my mother. I didn't feel like messing with the Hampden Avenue fray and the Sunday shoppers so I decided to venture toward the Village of Cross Keys. I used to go there years ago when my grandmother was alive and living on University. I was pleasantly greeted as soon as I stepped through the doors, which is always nice. It's a pet peeve of mine not to be acknowledged or asked if I need assistance when shopping. An associate helped me to the department I was seeking and I continued to browse the store. Once I was finished a different associate kindly gift wrapped (at no charge) all items and they turned out beautifully. If I gift wrap it looks like a blind and one handed robot attempted it so I am always happy when I hear that stores will gift wrap for me. My mother enjoyed the gifts and many items were on clearance and I got an additional 20 % off. Parking was a breeze and there were plenty of spaces in the lot. I will be back soon for either my own kitchen/home needs or for gifts. read more

I called to get directions since I'm not at all familiar with the area. The woman who answered the phone told me exactly which exit to take and how to get to the shopping center. She then asked if I was looking for anything in particular, I told her and she said that it would just take a second to check inventory. She even held it aside for me, since they were currently on sale. I came in a couple hours later where she greeted me, helped me with additional items and questions. The store itself is nicely arranged and there were at least four employees working, plenty to help the number of customers shopping at the time. (The shopping center where this Williams-Sonoma is located is somewhat oddball, though. There are not enough other interesting shops to warrant visiting often.) Check out was friendly and professional. My six fragile items were carefully wrapped. A lovely and easy experience. read more

I went into this store for the first time because it was the closest place to me where I could get something I needed for cooking, and needed it quickly. It was fine though the service was very slow. As it turned out, though, the size I bought didn't work so I had to return it. When I went to return it the service was icy at best. They said I could look around while they took care of it. After looking around a while I went back up to the counter and asked if the return had been processed. The saleswoman said only "yes." So, confused, I said, "do you need my card or anything?" And she said only "no." So, even more confused I said okay and started to leave--at which point she and her two associates all burst out laughing. Laughing, she said "well, you have to sign the receipt!" As if it was obvious. I felt humiliated. When I went to sign the receipt, I said gently "it's never fun to have a bunch of people in a store laughing at you." She completely ignored me. I asked if she'd heard me and gently repeated what I had said, and got merely a grunt in return. That made me feel worse. I've never been treated so disrespectfully in a store. The store is in a wealthy complex and I imagine they must get some obnoxious customers, so I empathize. I wondered if there was something about me being white that made them want to humiliate me. Maybe they thought I was one of the rich obnoxious customers. But the truth is I never shopped there before because I can't afford it normally. I wouldn't have gone this time if I weren't desperate to make the valentines dessert I wanted to make for my family that night. I hope someone from that store reads this and feels bad for humiliating a perfect stranger, for no reason except perhaps that they thought I was something I am not, based on the color of my skin. read more

They sharpen knives and offer great cooking classes! I like this location because the staff are so much nicer than other locations. They will stay with you until all of your shopping needs are met. It's kinda like Bloomingdales where the sales people are like your personal shopping assistants. And this is not in the mall, so you don't have to fight the traffic, parking etc. The store is bigger than mall stores too. I saw someone complained about not getting attention from the staff, and yes, it is possible, for the reasons above. If they are short staffed and they are helping other customer, you may not get the help right away. They will, however, put all attention on you once they are done with another customer. My suggestion is to go there during off peak hour if you need help from staff. They are always so friendly and welcoming, and let's not forget all the food samples! Yum!! read more

We visited the Cross Keys Williams Sonoma this evening for some holiday gift shopping. We have been frequent shoppers of this chain and have purchased countless items in the past from both the Towson and Columbia locations. Because of the Towson closure, we decided to try this location. We walked around the store for over 45 minutes without a single person offering us help. While actively looking over the features of the espresso machines, a sales person suddenly appeared; without even acknowledging our presence, they attempted to push us out of the way as though we were not there, while giving priority to another couple by answering their useless questions that did not even seem related to espresso making. (For the clueless snobby couple, no, it won't keep your coffee hot because it's not a coffee maker). The older sales man in the All Clad area wouldn't even look at us, even though he was standing just a few feet away. He shadowed us without asking us if we needed any assistance. The entire visit was very off-putting. After this experience, we will stick with Sur La Table, Crate and Barrel, or any other decent cookware store. read more

We visited the Cross Keys Williams Sonoma this evening for some holiday gift shopping. We have been frequent shoppers of this chain and have purchased countless items in the past from both the Towson and Columbia locations. Because of the Towson closure, we decided to try this location. We walked around the store for over 45 minutes without a single person offering us help. While actively looking over the features of the espresso machines, a sales person suddenly appeared; without even acknowledging our presence, they attempted to push us out of the way as though we were not there, while giving priority to another couple by answering their useless questions that did not even seem related to espresso making. (For the clueless snobby couple, no, it won't keep your coffee hot because it's not a coffee maker). The older sales man in the All Clad area wouldn't even look at us, even though he was standing just a few feet away. He shadowed us without asking us if we needed any assistance. The entire visit was very off-putting. After this experience, we will stick with Sur La Table, Crate and Barrel, or any other decent cookware store. read more

Alyssa was cold, dismissive and unhelpful to my husband and me. As a couple with a wedding registry at several stores, we've never been treated as such an ANNOYANCE. First, it seemed as though Alyssa didn't believe that we had a registry at Williams Sonoma so we had to spend the initial 10 minutes of our store visit convincing her that we did. After Alyssa finally found our registry, we asked to exchange an InstantPot air fryer lid since we were gifted the wrong model. I had a feeling that Alyssa would be as inept at air fryers as she was at finding registries, so asked Alyssa to please send over a specialist who can talk us through all Williams Sonoma air fryer products. Alyssa sends over a Black saleswoman. I'm unsure whether Alyssa sent the Black saleswoman since we are a young Black couple. What I do know is the Black saleswoman knew nothing about air fryers. She pointed us solely to the $400 in-store Phillips fryer. I asked if there were any others in-store or online, to which she replied "no." Within seconds I found a $99 air fryer by WILLIAMS SONOMA on THEIR website. Within a minute, my husband found another air fryer lid AT THE STORE, that neither Alyssa or her black salesperson pointed us to or knew anything about. I don't know how they missed the MASSIVE BLACK BOX in the middle of their floor. Nevertheless, after all of this, we decided to add more item our Williams Sonoma registry since we love the company and decided to give Alyssa and this particular Baltimore store the benefit of the doubt. Unsurprisingly, however, Alyssa was unable to show us how to scan items from our iphones. We not once got a "congrats on your wedding" or a "thank you for registering with us." We did, however, get asked by Alyssa twice if we already used the product we were looking to exchange, to which we politely told her, "no, we did not." I don't know if it's because we are a young black couple who don't fit Williams Sonoma Baltimore's mold, but Alyssa's deameanor was extremely offensive and left us furious. We will be rethinking our WS Registry, especially when their are many stores fighting to survive the pandemic by perfecting their customer service. Furthermore, we will not be returning to the Baltimore store read more

I love Willams Sonoma, but at this location it's like pulling teeth to get someone to help me. Even when I'm the only one in the store!!! I've been in there 3 times in a row and no one has asked if they can help me and only once was I greeted upon entering. I'll browse there because it's close to my house, but if I want to purchase, I'll go somewhere else. read more

Super friendly staff. Never crazy busy. They always have soda stream replacement cartridges.