Customer Service Alive & Well @ Wms-Sonoma!

steelmagnolia2007

16 years ago

I finally found time to take my dead KA mixer to W-S this afternoon. No receipt. No box with a bar code on it. Nothing. And you know exactly how far that would have gotten me most places. But they couldn't have been more accommodating.

A salesman spotted me staggering across the parking lot with it and rushed out to carry it in for me. He went to get the manager, and before I even opened my mouth, she said, "Don't worry. We'll get this little problem straightened out for you."

She quickly spotted the problem (something wrong with the shaft the attachments slide onto), then asked if I had any paperwork. Uh-oh, I thought, things will go quickly downhill from here... But, not so. When I said I didn't, she said no problem, and that she could either replace it or issue a store credit for the full purchase price.

I told her my long, sad story about not being as thrilled with it as I'd expected to be and asked if she thought I'd like a Pro better than the Artisan. After much discussion, finally decided to go with the upgrade. As much as it pained me to spend *another* $100, there was no way I'd be happy with the same one I had. Also, she assured me that if I used it and didn't like it any better than the Artisan, it could be returned, no questions asked. Definitely an offer I couldn't refuse!

She headed towards the stockroom to see if they had a red one, and then turned around and came right back, apologizing profusely that she'd failed to even mention that they now offer a Pro 500. Y'all probably know all this, but I didn't. (My eyes sort of glaze over when the subject of mechanical/electrical things comes up. lol) It's the lift-up style, but just a slightly smaller version of the original Pro 600. Best of all, it costs the same as the Artisan, so I wasn't out a penny!

When I left, I thanked the manager profusely for her courtesy and helpfulness. "Oh, that's what I'm here for. We value your business, and we certainly want you to be happy with anything you purchase here." Now that's a customer service policy to admire! Sure hope I love it, cuz I'd feel like a dirty dawg taking this one back!

It's still sitting in the carton on the kitchen floor at the moment. (OMG, that sucker is heavy!) As soon as I get it unpacked and give something a whirl, I'll post an update. In the meantime, kudos to W-S for treating a customer like a customer is supposed to be treated!

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Comments (13)

scott55405
16 years ago
So happy to hear that great report, and I'll look forward to hearing what you think of the new one!
shaun
16 years ago
I love stories like this! Glad you got a new one.
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lyndaluu2
16 years ago
I have to add my story with customer service with KA.
I have a KA food processor and have had it since 1997...WELL my DH tried to put the large bowl on the base and cracked it. This was about 6 months ago.
I call the KA customer service line because I was going to order a new on at a cost of $35.00.
I was really mad at DH; but I know that he was just trying to help so I forgave him.
Anyway, back to the customer service person...I told them what happened that my DH had cracked the bowl trying to put it on the base and they sent my a new bowl for FREE....I was so shocked....That's customer service. (She did tell me next time he cracked the bowl I would have to pay for a new one) LOL

Linda
fearlessem
16 years ago
Great story steelmagnolia! That truly is fantastic customer service -- thanks for sharing, as it put a smile on my face this morning! Hope you'll be happy with it -- I love mine!

Emily
mrsmarv
16 years ago
We've always had wonderful customer service from Williams Sonoma. Many folks complain that they're overpriced and for the "chi-chi" and "faux" cooking crowd, but I have to tell ya' that I'm a darned fine cook and baker and I shop there because of their customer service and consistent satisfaction.
beanthere_dunthat
16 years ago
Pay a little more, get a cleaner, better managed store with helpful staff that know their products and far better customer service.

Or, shop a big box discounter based purely on lowest price and get a hassle, come home with a headache and get another hassle if you have to return something -- all the time damaging the chances of the better stores to survive.

Gee...which to choose? *wink*

I don't get to shop W-S often, but I have never had a porblem with anything from there that wasn't fixed immediately and to my satisfaction.
mitchdesj
16 years ago
beanthere, I agree with you totally !!!!
CA Kate z9
16 years ago
Another agreement with beanthere!

steelmagnolia: I too have been glad I purchased "things" at W-S.
magothyrivergirl
16 years ago
I was shopping in WS and mentioned that the plastic ring had broken on the hand cheese grater w/ the changeable cylinders - it was always hand washed - and I noticed the design had changed -no longer has a plastic ring. They told me to bring in the old one and they would exchange it for free. I had purchased it a long time ago - no longer had the receipt, but that did not matter. I was delighted and very appreciative. I love WS!!
I completely agree with beanthere & mrsmarv!
dixiedog_2007
16 years ago
So nice of you to post this. We normally only hear the bad.

I also have had great Customer Service with WS. I ordered a table runner a couple of years ago. They said it would be shipped within X number of days but it wasn't. I never called and complained or anything. They auto. gave me a 50% discount because it was not shipped within the time that they said it would be. I couldn't believe it!

I love their stores and the cooking classes that they hold now are quite nice also!
steelmagnolia2007
Original Author
16 years ago
Okay, I'm not sure if I'm totally in love yet. Too short an acquaintance. But my new "Pro" KA mixer is so darned sexy that I believe I'm falling hard for it. rofl

Mixed the dough for the shortbread for Strawberry Shortcake. NO RESIDUE in the bottom of the bowl. Everything mixed perfectly.

Both the filling and the whipped cream also turned out to perfection. And I could actually add ingredients without turning it off, lifting the mixer head, etc.

There's a night-and-day difference between the Artisan and the Pro. Doing the Snoopy dance!

sm
mustangs81
16 years ago
Thanks for the feedback on your upgrade.

A minor WS tale. I mentioned to the clerk that I was disappointed with the Picatta Finishing Sauce (I love Picatta) that I bought. He said to bring the bottle back and he would replace it with the Bordelaise sauce that I preferred.

I bought a garlic gator. The next trip to WS the upgraded. I said "darn, I just bought the previous model". No problem, they traded it for me.

I really don't want to take advantage of these situations as they both just my preference; so of course I bought more carp!
scott55405
16 years ago
Well, that's a good start SM! Glad things are looking up!

Customer Service Alive & Well @ Wms-Sonoma!

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Customer Service Alive & Well @ Wms-Sonoma!

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