Williams-Sonoma, Inc. (WSI) is committed to maintaining the highest level of integrity and honesty throughout its business. Every associate and supplier has a responsibility to act with the highest ethical standards, to treat other associates, vendors, customers, stockholders, governments and the communities in which we do business with honesty, respect and civility. We have an enterprise-wide approach to ethics that is detailed in our Code of Conduct, and we maintain a third-party ethics hotline across our offices, stores and factories that ensures confidentiality and transparency.

Governance & Oversight

At Williams-Sonoma, Inc. (WSI), responsible governance and oversight conduct is core to our business. Our Governance Articles elaborate our corporate principles and practices in detail, including:

Our Nominations, Corporate Governance and Social Responsibility Committee oversees our sustainability strategy, and they hold the company accountable to enterprise-wide goals. Management updates the full board, in addition to the committee, on sustainability progress bi-annually.

Trust & Security

We understand that our customers depend on us to protect their information, safety and security. We outline our approach to issues such as product safety, sustainability, and privacy in detail within our:

We’re committed to marketing and statements that are transparent and honest, and we want our customers to make informed choices. We comply with state and federal laws and regulations regarding marketing, product safety and data privacy. Additionally, we internally review and, as needed, work with third-party organizations to conduct security audits and verify product claims.

Customer Service

Each of our brands maintains customer service departments to help with questions, orders, shipping, tracking and product information. Service representatives are also trained to collect feedback and complaints. They engage with customers by phone, email and live chat, delivering world-class service and serving as a critical link between our customers and our products. We train customer service representatives to:

  • Solve the problem efficiently: Quick with quality
  • Make it personal: Take ownership
  • Inspire customer loyalty: Give them a reason to come back
  • Listen carefully: Be attentive
  • Emphasize our effort: Because we care

Customers who contact our brands can expect transparent answers to questions and concerns regarding product information and delivery. Customer service representatives are also trained to check inventory, process returns, issue replacements and provide credits for damaged or defective merchandise.

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