We come to this Wiliams-Sonoma Outlet a lot. They have some good deals, and for years have had great experiences with the lovely, friendly sales ladies and gentleman here at the William-Sonoma Outlet in Leesburg, Virginia. I loved how most of them give their honest opinion and recommendations. We also did our wedding registry at the regular Williams-Sonoma, so our kitchen is full of WS.
We had come here the other weekend and while we were purchasing some dishes, had asked the super friendly lady who was checking us out if we could make a return on Cole & Mason Electric Salt/Pepper Set. When we bought it, one was working and the other was defected. As the lady checked us out, she explained we could and that she had other customers return some pretty silly items. Both my husband and I remember just how friendly and funny her story.
Based on that discussion, I went back to the store to purchase some knives for my mom's birthday, and this time brought the defected Cole & Mason Electric Salt/Pepper Set. It was a busy day, and I patiently waited in line.
Once I got to one of the ladies at the register (Amelia), but then another lady (Jackie) saw that I had a bag and was trying to make a return. She yelled out that she would take care of me, I guess so that Amelia could continue to ring the other customers up. Jackie already seemed very unfriendly and already trying to figure out reasons why I could not return the item, she was very defensive even before I got to explain my situation. She automatically told me you can't return it. Due to COVID, I was trying to explain myself with my mask on and also me being big/pregnant and it being really hard to breath ... and trying to explain as she talked over me. She kept cutting me off. She first asked if I had a receipt and when I had purchased it. I told her I probably had the receipt somewhere and would have brought it back earlier but because with COVID going on and I live pretty far from Leesburg, Virginia could not bring it back immediately. She responded that I should have brought back immediately if it was broken when I bought it. I pulled out my phone and started searching for the receipt, because I know I usually get receipts emailed and printed. Jackie seemed like she was in a rush and was being very pushy. One of the other sales ladies asked what the situation was, and Jackie responded that I had the product for over a year and it had been used and that I was trying to return it (which was NOT true). She continued to try to explain to me they don't take "USED" items back especially since it's been so long over a year, I tried to explain to her that it was broken before we even used it and I don't think it was a year (as I was furiously trying to pull up my receipt on my phone but reception was really slow in the store). I asked if they still had it in the store, all I wanted was to exchange it for a working one. She rushed over to the Salt/Pepper section of the store without even waiting for me, and then turned around to say we don't have it anymore and we don't do returns ... as she looked like she was rushing to go back to the register and I'm trying to continue our conversation. I explained I came with my husband the other week, and the lady at the register told me that I could return it. Then she goes well, what was her name, was that lady a Manager. It felt like she was accusing me of lying about someone giving me this information. I remember filling out a survey for the lady before so I took a few minutes and pulled up the email that had that lady's name, and gave Jackie her name, and Jackie continued with ... well, that person is not a Manager. (How should I know who is a Manager and who is not? I would expect all W&S employees to be representing W&S and trained to provide the customers with the same information regardless.) I asked her if she, Jackie was a Manager, she said no (which contradicts what she just said to me). Then, she ran off back to the register and started checking out the other people in line, even though we were not finished. So ... I went to the back of the line again, and waited until my turn then asked for a Manager this time (and got Linda, the Manager). Linda was nice and professional and I had remembered her helping me with many of my purchases from months and years before. Linda nicely explained that they couldn't accept it because all sales are final and recommended I call the manufacturer.
I walked out very unhappy with the way I was treated/accused by Jackie. Also, will be more cautious when I shop here (if EVER) because if you buy a defected electric item sounds like they cannot do anything about it. I strongly suggest W&S Outlet see if their merchandise is defected before putting it on the shelf, or at least warn the customer it's a defected item they are purchasing. This was VERY frustrating and we basically paid for an already broken Cole & Mason Electric Salt & Pepper Set, that we are not even able to use it! read more