Williams-Sonoma Mock Interview

Practice 30 Williams-Sonoma interview questions covering retail passion, product knowledge, and customer service excellence.

Question 4 of 30

Our return policy at Williams-Sonoma is generous, but there are exceptions. How would you handle a customer who wanted to argue with you about the return policy?

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Jordan Henry

Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.

Customers can return items within 30 days for a full refund or within 90 days for store credit, but some items -- such as monogrammed or personalized items, mattresses, perishables, and final-sale items -- are not eligible to be returned. Talk to the interviewer about how you would explain the return policy to an upset customer.

Jordan Henry

Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.

"If a customer came into the store trying to return an ineligible item -- like a food item, for instance -- I would calmly explain to them that the item can't be returned for safety reasons. We can't ensure the highest quality and food safety if we sell perishables that have been returned to the store. If the customer was becoming upset, I would work with them to find a solution to their complaint that was backed up by Williams-Sonoma policy -- perhaps by offering a coupon or a small merchandise card. Of course, I would clear any action I took with my manager beforehand."

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