I splurged on a set of organic percale sheets. By the time I got them, washed them, and put them on my bed, it was around 30 days from the purchase date. These are are, without a doubt, the lowest quality sheets I've EVER owned. Within the first wash cycle (washed from new and used for
Feel free to send a private message with your order details and we would be happy to look into this for you. If you prefer to communicate by email you can send this information to [email protected] with reference to ID 191018. We look forward to hearing from you.
I ordered 2 light fixtures (among MANY other items over the past year) from West Elm this January 2021. At the time of my order, the estimated shipping date was for April. That was ok, I get it-due to Covid, there are shipping delays everywhere. They were delayed several times, but were finally shipped and I received them on June 3. However, I did not receive all of the pieces. What I got was 2 rattan shades and only 1 lighting kit. So, I couldn't hang/install them. I thought, oh, this should be easy to rectify, so I called them, explained it all and was told they would ship the other lighting kit within the week. Well, what I received instead, were 2 tiny screws and an L wrench. At this point, I'm getting frustrated. Waited 6 months for these fixtures and just having issues.
So, I both emailed (no response whatsoever) and called. I explained the situation all over again, adding the part about the latest shipment of screws. All I need is the lighting kit. The part that is electrically attached to the ceiling, and holds the lightbulb inside of the shade. Was told, they would ship it and I would receive it. 3 weeks later, still nothing. I call again. Explain it all over. This customer service agent said, 'I'm just going to send you a whole new fixture to ensure that you get the piece you need." Which I appreciated. Got it yesterday 9/29/21 and guess what? No.Lighting.Kit. Just the rattan shade. Again. I am at my wit's end. Why is this so hard? I am super disappointed as I just feel like this was an easy fix. I have spent thousands with West Elm over the last year. Rugs, lamps, desk, all sorts of stuff.
I chose a bed for my new space thinking it would be a perfect addition. Fairly costly but quality looked spot on. Shipping was quite expensive however decided to take a chance. Received my order after a few months only to have it arrive damaged. Was offered 10% off to keep or a replacement. I waited 10 months for the replacement only to have it arrive in worse condition than the original. Contacted customer service only to be offered 10% off again or to wait for another replacement. Extremely frustrating, will not order from this company again.
Thank you for contacting West Elm.
We are sorry to hear about your experience with our company, and we would like to see what we can do to resolve this. Can you please send a private response with your order information?Thank you,
Thank you for contacting us. Our elevated support team has responded to your social media inquiry. Please let us know if you need any further assistance.Sincerely,
I, like most millennials, are attracted to shiny things and how they look instead of how things are made. After this experience I will certainly change my outlook. I ordered the Lana bed in June, 2020. It is a beautiful bed, but for 2000 dollars the quality is abysmal. After four long months, it finally arrived. I've never been so excited to go to sleep! Soon, the reality of the craftmanship came crashing down around me, literally. I am around 140 pounds and have a small dog. Last night, the first night I had the bed. IT crashed us to the floor around 2 am and engulfed us in the mattress. Waking up like that is traumatic, especially after living through earthquakes in California.
I crawled out of the mattress and lifted it up to find the screws popped out of the bed and the whole bottom came crashing down. The bed stays up with flimsy pieces of wood put in the center of the bed. If you ever plan on making love, do not buy this bed. It fell apart from me sleeping alone so I can only imagine what would happen if more than one person was in it.
I called West Elm this morning and the woman that answered didn't even offer an apology. I am sure, that after reading the multitude of reviews about the quality of West Elm furniture, she has lost all empathy. They offered me 25 percent off which I found abhorrent. 25 percent off horrible furniture that they had shipped from China that cant' even withhold a combined 195 pounds? Highway robbery. Do not fall into the West Elm trap. You will be severely disappointed. I will never order from them again.
Helvetica Leather Office chair which claims to be "Built to Last" and made of contract grade materials snapped in half where the base meets the seat. The weld failed while I was sitting in the chair and I fell to the ground. I took the chair back to the store where the employee could see the defect and was told that because I didn't have a receipt there was nothing they could do for me. I contacted customer service and was offered a 15% discount on a future order. This is a unique case and I feel the normal policy should be disregarded and the West Elm team should do more to address this situation. This chair was being used for its intended purpose and by a person who is well under the weight limit of the chair, and the chair literally broke in half and the best you can do is a 15% discount. I will not be shopping at West Elm or any other Williams-Sonoma company from here on out.
We thank you very much for reaching out. Would you please email us at [email protected]? Please reference your Consumer Affairs review number in the email. Please also advise if purchase was made in store or online. If purchase was made online, please provide the email address used on the order and approximate date of purchase. We can then try and locate your purchase details this way to check on all available options.Sincerely,
I purchased this rug due to the misleading description “stain proof”, “easy to clean”, "low maintenance" but boy is that straight up WRONG. I even thought if this is a kid's rug, it must be safe, durable, easy to clean! I received this rug with a small discoloration so I spot cleaned with water—-don’t spot clean a viscose rug with water!!! It leaves a brown mark. Called customer service and was told they’d give me discount on ANOTHER rug and to call professional cleaning service. Well, a rug cleaning service quoted me $800 to clean and recolor the rug which is more than the cost of the actual rug.
There are full yard threads coming out (not the usual shedding) and customer service will not take return of the rug. I was offered 10 percent off which is less than I paid for processing/shipping! I must say I purchased a couch which I’m happy with and thought this rug would be better quality—-it’s barely a week old and I can see the materials are just poor quality and this rug won’t last but a few months. Do your best to avoid this painful experience yourself—-this rug is not even a PAID for yet and I’m being told to suck it up!!!!
Feel free to send a private message with your order details and we would be happy to look into this for you. If you prefer to communicate by email you can send this information to [email protected] with reference to ID 190751. We look forward to hearing from you.
I ordered a table and chairs for new unfurnished house. I specifically ordered items that could be delivered within two weeks since I didn’t have any furniture for the home. The chairs arrived with no problems, the table had a delivery date but it didn’t arrived. Online the status for the table change to backorder and every few days the date of delivery changes. The table is still backorder, it is been a month. I didn’t received any communication at all about the item being backorder. At this point I don’t know if the item is ever going to arrive. At this point, I am leaning towards finding another dining table somewhere else and hopefully get a refund.
I ordered a sleeper and it arrived with a manufacturing defect that qualified it for a full refund due to poor quality. West Elm policy is states that the refund will be processed within 3 to 5 days. The sleeper was picked up 10 days ago and the refund has not been issued or even processed. Countless hours on the phone and online with them, trying to get clarity about the delay, and no definitive answers yet. Outrageous.
I sincerely apologize for this experience! Please email our elevated support team at [email protected] with your order number and details, and we will investigate this for you. Thank you!
I recently placed a large order with West Elm, including a few large rugs. I received a shipment delivered email for one rug, but no rug. Once I checked the tracking from UPS, I could see that UPS reported the package as damaged during transit, and returned it to West Elm's warehouse where it was signed for as delivered, not my residence. No one from West Elm contacted me or otherwise seemed to notice my rug was delivered back to them for a week before I contacted them. I waited on hold for a long time and eventually spoke to a nice man named Chris who apologized. Chris assured me another rug would be sent. He even gave me a confirmation number. No rug was sent. After another 3 weeks, I decided to chargeback the cost of the rug and buy elsewhere rather than go through West Elm customer service again.
A few days later, I received a rather threatening email that let me know no further orders would be sent to me, even for things I have already paid for, until my chargeback is resolved. The chargeback that I initiated because they couldn't ship me a rug I had paid for 2 months earlier even after repeated attempts to have the situation corrected. When I called the number provided, I spoke to a rude woman who didn't offer her name. She didn't apologize for any of the problems West Elm had caused me. She didn't apologize for the accusatory email. She interrupted me. She told me that what she would do for me was to let the issue drop. Again, the issue that I did not cause, that West Elm caused. Atrocious service for the high prices you pay at West Elm. Do not recommend. Spend your money elsewhere and get excellent service.
Thank you for contacting West Elm and providing your order information.
We are sincerely sorry to hear of the experience you have had with our company concerning your delivery. I have emailed you directly at the email address on file to further address these issues.Thank you,
In January, I received an email from a frustrated furniture shopper.
“Months ago, my new wife and I ordered a bed frame and headboard for our new top-of-the-line Tempurpedic mattress,” J.B. Harris, a shopper and reader in Florida, lamented. Though they received their mattress within a reasonable time frame, the bed frame and headboard were missing in action. “It’s been an existential nightmare, as confounding as Samuel Beckett’s Waiting for Godot.”
When I reconnected with Harris in April, he had finally received his shipment after many months of waiting. “West Elm has the worst supply chain issues of any retailer I have ever experienced,” he told me. “My advice to West Elm shoppers: If you cannot buy an item from a showroom floor, expect to wait weeks if not months to receive it.” He and his wife slept on a mattress on the floor for the duration of their ordeal.
Three years after I wrote my original West Elm story, in which I revealed the company was enraging countless young shoppers by seemingly refusing to deliver anything in a timely manner, the situation does not seem to be much better. The pandemic has worsened this issue, not only for West Elm but for a legion of furniture retailers. The issue is complex, fueled by a sudden and unexpected influx of home goods orders as people were confined to their homes with nothing to do but sit for hours on uncomfortable sofas and stare at blank walls in desperate need of adornment. Supply chains have stalled as factories enforce social distancing and struggle with sick workers. Shipping companies and ports grapple with similar obstacles, and prices of pallets and shipping containers are through the roof.
These problems have left shoppers frustrated and, in some cases, bereft. While facing the uncertainty and fear of a pandemic alongside other significant life transitions and even traumas, many people I spoke to merely wanted the comfort of a fresh sofa, a new mattress, or a much-needed refrigerator. But supply chain issues and poor communication from retailers only compounded shoppers’ stress as they were now forced to agonize over a ninth-month delay of a necessary order that cost them thousands of dollars.
And no retailer was worse at this than West Elm.
“West Elm should really go under, to be honest, because it’s a really shitty business,” says Ali, whose last name is being withheld to protect his privacy because he has a public-facing job. He bought a new home for himself and his family last fall, and spent more than $10,000 on several West Elm sectionals, a dining room table, and a bed for his daughter. He wants to welcome people into his new home, but because it’s been half-empty, he hasn’t felt comfortable showing it to friends and family. “I spent the last five months, six months thinking about my furniture,” on top of worrying about his busy job, his kid, and everything else going on, he says. “The customer is not happy.” He knows at least three other people who’ve similarly struggled with their West Elm orders, including one who received a couch “with holes in it.”
The industry-wide slowdown began following the institution of pandemic lockdowns in March 2020, as retailers curbed orders, worried that consumers would stop shopping altogether. But consumers did not stop shopping — at least not for home decor. What was once for many people little more than a launching pad for the world outside their front doors soon became their only world, and the faults in our homes, which we were once able to more or less ignore, became painful to look at.
“People now have more savings because they travel less, shop less for clothes, and eat less outside [the home], so they have been spending more on their house’s furniture or are remodeling their houses,” says Robert Aboolian, a professor of operations management at California State University San Marcos. But reduced manufacturing, and the complex nature of making furniture, has created a backlog of orders. “The more components, the more the chances of missed components,” as each individual part of a large, complicated piece of furniture faces its own manufacturing issues and delays.
Supply chains aren’t designed to be flexible and resilient; they’re designed to be cost-efficient. This means that when there’s a huge and sudden change in people’s shopping habits, retailers and suppliers can’t react quickly and appropriately. Couches and other furniture take many months of planning before they even appear on a retailer’s website, says Santiago Gallino, an assistant professor of operations, information, and decisions at the Wharton School at the University of Pennsylvania.
“Say you place an order for a couch today. What’s going to happen is that you are basically going to buy a couch that the company has already ordered and has sitting in a warehouse waiting for you to buy — but that order was placed by the company six, seven, eight, 10 months in advance,” he says, noting that any orders a retailer would ordinarily place in the spring would be in preparation for holiday shoppers. “If you have a mismatch of these two, then when you get to Christmastime and you are short, now you need to wait another eight months to get the couches to your distribution center. This is not something you’re going to be able to solve in the short run.”
This may seem like a frivolous concern, but the effects of poorly communicated delays can be genuinely debilitating. Ashley, whose last name is being withheld to protect her privacy after a traumatic event she experienced recently, placed her West Elm order for a sofa in a custom color and a bed in a color that was, supposedly, in stock and ready to ship. The traumatic event had led to a breakup, and Ashley and her dog were forced to move into a new home that needed new furniture.
“I work full time — 10-plus-hour days — in a medical practice, and was coming home to sleep on a mattress on the floor,” she says. “It was honestly a devastating experience for me. I would bundle up old comforters, pillows, and a heating pad and lie on my floor to watch TV. … I couldn’t make my house a home for six-plus months. I couldn’t get settled.” Ashley connected with other people in her new building and via Instagram who commiserated with her, as many of them had also had lackluster West Elm shopping experiences.
Across the web, people come together to complain about their nightmarish West Elm encounters. “Why is West Elm the worst?” a Reddit user wrote on r/interiordesign, which received a deluge of responses complaining about the brand. On the website PissedConsumer.com — obviously a place where people gather to lament their shopping ordeals — West Elm has hundreds more reviews than other similar brands, like Restoration Hardware, Crate & Barrel, and CB2. There’s even a Twitter account, @westelmscam, dedicated to retweeting angry West Elm customers, an honor not bestowed upon other furniture companies of the same size and popularity.
It’s easy enough to understand what’s going on with companies other than West Elm: They didn’t anticipate a pandemic, or that consumers would respond by spending billions on home decor. But West Elm is more of a mystery. For my original 2018 story on West Elm, a customer support employee told me that the company’s poor customer experience “is something that they are aware of and want to improve.” If the recent deluge of complaints I received from angry West Elm customers is any indication, it doesn’t look as if West Elm or its parent company, Williams-Sonoma, was able to figure it out.
(A note: When I sent out a call for sources, I asked for people who had experienced furniture shipping delays in the past year. I didn’t specify West Elm. Still, almost every source who came to me complained about that company and not others.)
West Elm did not respond to a request for comment in 2018 and did not respond to my most recent request for comment, either.
Part of what makes the West Elm shopping experience so much worse isn’t just that its products are delayed, but that the company withholds communication from customers about when they’ll receive it. The company “held the order hostage until I continually escalated it to a manager via email,” says Dana J., a San Francisco-based West Elm shopper who placed an order for a new chair in August, after moving into a new apartment with her girlfriend (her full last name is being withheld to protect her privacy because she works in public relations). The company would repeatedly make new promises — it was rush-ordering the item, the item was ready to ship, it would ship by a specific date — but she canceled the order, and it wasn’t until after 22 emails and “countless” phone calls that Dana received a refund.
She bought an AllModern chair instead, which she says does the job fine. “West Elm appeared to be aspirational — investing in a semi-expensive piece that I’d have with my partner for a long time. But clearly, it’s just a scam,” she says. “In the future, I’d like to buy from smaller boutiques if I’m spending a lot of money.”
Ian Leslie is the chief marketing officer at the furniture company Industry West. The company, like most, experienced manufacturing delays, holdups, additional expenses at ports, and other issues that slowed down its ability to get products to customers as quickly as it used to. But, he says, the company was honest with customers about these delays, which helped keep their frustration to a minimum. “As much as you’re able to be proactive with the customer, as opposed to them coming to you to find out the bad news, the better off you’ll be as a brand,” he says.
“We have data to show that uncertainty about receipt is much worse than knowing when it’s going to come. So companies that add uncertainty on top of the delay are absolutely doing the wrong thing,” says Gal Zauberman, a professor of marketing at Yale School of Management. Uncertain customers are unhappy customers, who are not only less likely to shop with the offending brand in the future but also more likely to tell family and friends about their negative experiences. “I think they are being highly myopic, even when they’re not interested in repeat sale,” he says of companies that don’t aim for transparency.
Leslie says he anticipates the manufacturing and shipping delays will continue through the end of the year. “I don’t think we’ve hit the bottom side of this yet,” he says.
Most of the people I talked to say they don’t plan to shop at West Elm again, and some are reconsidering shopping online for furniture at all for the foreseeable future. Ashley told me she plans to look elsewhere or buy off the West Elm outlet floor, a move that Denise Gianna, an interior designer in Beacon, New York, recommends. “If somebody needs to furnish a room, I would say, take a weekend or a couple of days and go to stores that have floor samples, that have clearance centers,” she says. “The higher-end the furniture and decor, the easier or the quicker it is to get it. It’s the things that are more affordable that are harder to find at this point.” Better to buy something you’ve seen with your own eyes and drive it home yourself.
Furniture shopping is emotionally taxing. It’s a significant financial undertaking and a yearslong commitment for most of us, imbuing the purchase with excitement, sure, but also with a boatload of stress (no shipping pun intended). Add a recent move, additional trauma, and a pandemic, and suddenly a home decor purchase is a lot more meaningful and sensitive than it might be ordinarily.
I learned my lesson reporting on other people’s painful online furniture shopping experiences, and instead follow a legion of local vintage sellers on Instagram hawking gorgeous old furniture for a fraction of the price of mainstream retailers. My new couch is a beautiful leather Chesterfield I bought for $1,000 from a vintage furniture seller in Brooklyn, who drove it to my house the next day — minimal wait required.
Angela Lashbrook is a writer whose work has appeared in OneZero, Refinery29, the Atlantic, Vice, Vox, and the Outline, among other outlets.
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I ordered my cabinet in the store and was given an expected delivery date of two weeks from purchase. They give you a delivery window, so I canceled some arrangements to be sure to be available. Additionally, the delivery window was tight for other things I had going on, but it would work. Lo and behold, even up to the day before my delivery I received emails confirming my delivery, only to receive a call that same day stating the delivery was canceled. I was upset because apparently the decision was made to cancel due to weather, which is understandable, but to receive notification barely one day before when my schedule was already tight was upsetting.
When I spoke to customer service to reschedule the rep told me that they don't deliver after 3pm, when I explained to him that I am a school teacher and needed a later delivery time. When I inquired about other options, he told me with a dismissive tone that I could cancel the order. I then asked to speak with a manager who explained that they do in fact deliver after 3pm. I rescheduled and was given a delivery window 5-7pm on the new delivery date, which I yet again had to make arrangements to my schedule to be there for.
The delivery comes and shows up at 6pm. The gentlemen begin unloading the boxes and they open one, they then got on the phone and came to my door asking me to speak with their customer rep. They informed me that the delivery men were concerned that it would take them a while to assemble and place my items which would put them on OT. I was furious because at this point this would be the second reschedule, and it felt as if my time was just insignificant. So yet again I spoke with a customer service rep, who apologized and said they would compensate me for my trouble but she would need to get back to me with what she could do for compensation. She then reschedule to Saturday, which again, I made rearrangements to my schedule.
Saturday comes and the delivery gentlemen are courteous and on time. However when they opened the boxes they realized that 2 of three of the products were damaged with black mold, and the third one had no hardware. So at this point I am furious. The men packed the items back up and loaded them on the truck. Over an hour later I get a call asking if I want to proceed with replacement or would I like a full refund. I asked about the compensation because it would be a determining factor in my decision to continue to give West Elm my business. This was important to me because as a consumer, I value my dollars, and I like to know that the businesses I work with are fair and customer focused, so it would speak volumes of them.
Well, she said she could not compensate me if she was replacing the product. I explained to her the conversation with the previous rep, and how the compensation was not for the product but for my troubles considering what I had been through. She then said she won't make an agreement or speak on someone else's behalf because she's not sure what was said, so now I have to wait three days to receive a callback from the original lady I spoke with before I can even decide whether or not to proceed with this order.
I am disheartened because the items were perfect for my project, and I have searched for so long and have been unable to find the perfect size and color except for what I found on West Elm. But at this point, I think principle has to matter more than design. This company was extremely disappointing, and their standard copy and past response of "were sorry, no customer should have to feel that way" just doesn't cut it.
Thank you for contacting West Elm regarding your order.
We sincerely apologize for the experience you are having with our company, we would like to make this right. Can you please send us your order information through private response or by emailing us at [email protected]?Thank you,
Terrible Terrible. We ordered the Andes Sectional which took four months to make. When we finally got delivery, the ottoman to the sectional went missing in the warehouse. So they delivered a partial sectional. AND then, the screws were missing to the legs of the sectional. When they shipped us the new screws, they were the wrong size screws. I have never encountered such bad service and they were not even apologetic for any of this incompetence. To date, we are STILL waiting for the right screws and our ottoman is lost somewhere in the warehouse. This is not a cheap sectional - we paid $5,000 for this. I cannot believe any company would allow this to happen. This is not deserving of even one star.
We are sorry your order had delayed delivery. Please send us an email to [email protected] with your order number and details and we will look into this for you. Thank you. -Angelica M
We went to the store to buy a bathroom mirror, store told us to go onto their website. Website said we would have it within two weeks. After two weeks I checked on it, it was on back order and I was not notified. Contacted them and was emailed back a week later telling me it is now on back order, I already knew that and this is 3 weeks after I bought it, two weeks later on the day it was to arrive. A lamp arrived instead, when I called about the mix up, they told me to take the lamp to UPS to ship it back to them. Still no word on what I paid for.
We thank you very much for reaching out. Would you please email us at [email protected] with your order details? We are here to help.Sincerely,
Incompetent Customer Service. I recently purchased a dining table and 4 chairs. When the items arrived, the delivery team informed that 1 of the chairs was flawed (!) and couldn't be put together. They took that chair with them and told me that I would receive a replacement in 24-48 hours. After waiting for 3 days and receiving no communication from West Elm, I contacted their Customer Service department and was on the phone for over half an hour with no resolution. They had no record of the chair that had been taken back by the delivery team.
I had to call again days later and was on the phone this time for 45 minutes. During that call, I was told that before I could receive a replacement chair, I would have to return 1 chair myself because West Elm could only send out a pair of chairs, rather than a single chair. So, I ordered and paid for 4 chairs, then ended up with 3 chairs and West Elm is stating that 1 of my chairs has to be returned so that I would now have 2 chairs! Only after receiving a returned chair from me could they send me a replacement pair. All of this with no estimated timeline. I'm still waiting to hear from them with more information!
Where to start? I initially placed the order for a Heaven sectional sofa on January 24, 2021. I took into consideration logistic issues around the world and picked “in stock” fabric, ready to ship in 10 weeks. Month later I found out I need to wait for it for additional 3 months, that’s when I decided to change my sofa to a fabric that I liked more (supposed to also arrive in 10 weeks). Each month after that my delivery date would get extended for additional month, until final delivery on August 6th.
Well, it all would’ve be great but my sectional arrived in two different tones of grey! Now I need to wait until December 6th (if lucky!) for a replacement. I understand, the whole world has issues with the logistics due to COVID, but this is not the first time that happened to me. In 2018, I have ordered leather chair, that was supposed be delivered in 3 months, after 6 I ended up canceling the order. It seems as this is just the company’s business model and this time is just easy to blame it all on COVID! OH, and Williams-Sonoma is the same. Ordered crystal glasses (in stock), waited over a month!
My other issue is the “concierge department”, which you get the access after spending large amount of money. They’re helpless, clueless and rude. On few occasions I was denied help, because I couldn’t provide order number (they can find you using phone number or your name), or was denied help because my replacement sofa did not meet the spending limit to be able to use concierge service! Anyway, ZERO CUSTOMER SERVICE SKILLS! I WILL NEVER SHOP THERE AGAIN (or any other company affiliated with Williams-Sonoma) AND YOU SHOULD CONSIDER THAT TOO!
Hello - I am so sorry to hear about your experience, this is not what we want our customers to feel when shopping with our company. Can you please reply in a private response or email [email protected] with your order information so we can look into this?Thank you,
We had ordered a rug online for a good price point. There were ads seen at that price point and also article on CNN mentioning the reduced price. We went ahead and ordered few items. They delivered the regular priced item on time and sent an email stating cannot fill the order on rug. Spoke to the customer rep and asked for details, they mentioned that it was a pricing error on their part. They were willing to offer a discount. After the discount the price was still 4 times the price we initially ordered it for. This is how they lure you in, click bait on ads and fancy articles on CNN on discounts and ultimately when it is time to full-fill order, only fulfill those from which they have high profitability and fool the customer. If you cannot fulfill a price, please don't put random prices and use them as click bait for customer acquisition.
Hello Roshan - I am so sorry to hear of your experience, this is definitely not what we want our customers to feel when shopping with our company. Can you please reply in a private response or email [email protected] with your order information so we can take another look at what has happened?Thank you,
I ordered 2 wooden shelves from West Elm on Aug 5th, which were supposed to arrive on Aug 11th. On Aug 11th the expected delivery changed to Aug 18th. On the 18th the expected delivery changed to Aug 21st. On the 21st it changed to Aug 25th - 27th. At this time I communicated with customer service and they assured me that delivery was indeed expected within that time frame. Today, Aug 25th, the expected delivery was again revised to Aug 31th - Sept 2nd. I again contacted customer service and was finally given honest information that the item is not expected to be restocked until the end of Sept.
The continuous revision of expected delivery dates is dishonest. Meanwhile, the customer service agents offered no acceptable solutions. The only option left was to cancel my order. I think it's really unfair that West Elm can fail to honor its commitment to provide a promised service and at the end of the day the only person who suffers is the customer.
Hello Gabrielle - I am sorry to hear of your delays and experience with our customer service. Can you please send a private message or email to [email protected] with your order information so we can look into this and further assist you?Thank you,
Absolutely, without a doubt, the worst company I have ever dealt with. I spent close to $6-$8,000 in one sitting with them and had to order everything 3-4 months in advance only to receive about 50% of those items. Butler tray, nightstand, media console, sofa, coffee table and sheet set all took forever to get here and when they did they were either missing half the item, lost or damaged from not only the warehouse but from the awful shipping company that is Ryder last mile. Oh and not to mention that media console I waited so long for was tagged as the completely wrong item and shipped. You can also forget about the "White Glove Delivery" because from what I have seen and dealt with from the shipping company they utilize, there is nothing "White Glove" about them or the service. Back to the products.
So, what do they do to fix it!!! Apologize (of course), issue a reorder which will take another 3 months then say "well discuss compensation upon the arrival of your new products" to which I assume I will be hit with the classic "max we can do is 15%". Save yourself and go to CB2 or Crate and Barrel. Heck, you'd have a better time shopping with Wal-Mart.
Thank you for reaching out to us here at West Elm, I am truly sorry to hear of the experience you are having with our company and I would like to see what I can do to assist you further. Can you please provide your order information in a private message reply, or email us at [email protected]?Thank you,
Buyer beware... I ordered two bar carts online two days ago and they have both dropped in price $160 ($320). West Elm will not do a price adjustment. I will be returning them both when they arrive. Such a terrible policy! Never again.
Thank you for contacting West Elm.
Can you please provide us your order details at [email protected] to see what options we can offer you? It does state on our website:PRICE ADJUSTMENTS
Prior purchases are not eligible for price adjustments, regardless of whether the item has yet to ship.
This information can be found at: https://www.westelm.com/customer-service/return/?cm_type=lnavThank you,
I bought a duvet cover as a gift for a friend's guest room. It was used 5 times in the past year (because of COVID). When I went for a visit recently I was embarrassed to learn that 3 buttons broke in half (and were sharp to touch) and there was a large tear in the seam. The duvet cover was on sale for $180 (so no small change!). I contacted customer service and they took no responsibility for the issue. They said I should have noticed the issue within their 30 days return time, even though I explained to them the duvet was hardly used. They offered me 10% compensation. A laughable offer. I don't know how they can possibly think a duvet cover should be expected to last 5 uses?!!? I didn't ask for a refund. I asked for a replacement duvet but perhaps they know the next duvet won't last any longer?!? A very disappointing response from a company like West Elm. They should learn customer service etiquette from Wayfair or Amazon.
We thank you very much for reaching out, and I am truly sorry that our product did not stand up in quality, and the customer service you received was poor. Would you please email us at [email protected] with your order details so that we can look into our options to help resolve this.
Thank you for reaching out to us and we look forward to your reply.Warm regards,
I purchased a glider for my baby's nursery in November with a December arrival date. It was delayed (and lost in a warehouse) until January. Now the rocking chair makes a loud banging sound when I try stand up (which wakes up my baby after I rock her to sleep) and feels unstable. I have called on 8/3 and 8/18 to ask for repairs. I was told both times that someone would be in touch in 24 hours to schedule a repair or replacement. Unfortunately nobody reached out from the company. I would not recommend purchasing a glider from this company.
We thank you very much for reaching out. Would you please email us at [email protected] with your order details? We would like to contact you.Sincerely,
I ordered 2 Angled Concrete Side Table, Gray Concrete #** for almost $1000 in March 2021. It took weeks for them to get there and when they finally did they were both cracked at the top. I decided to keep one that wasn’t as cracked but returned the other and hoped to get a replacement soon. The tables are SO incredibly heavy that I had to have them sitting on my porch to have picked up.
This same situation occurred for 3 tables all together. I recorded a table waited one month and received another broken one, and then another broken one a month later. It is now almost 7 months since West elm received nearly $1000 from me and I am with out a set of tables. I want a refund for both tables because I’m sitting here with one side table for almost a year and I cannot get the matching set that I paid for. Terrible service, they lie and say the replacement will be there within a week and sometimes takes two months. Take the other table back and give me a refund for the table that I have been unable to get.
Thank you for reaching out to us. We sincerely apologize for the frustrating experience. Would you please email your order number and details to [email protected]? We are here to help.
Warm Regards,Kimi T.
Williams Sonoma, Inc.
Ordered a quilt that was advertised as in stock and ready to ship one month ago. After two weeks, I called and was told it wasn’t actually ready to ship, it was back-ordered and would be delivered 8/20. It still hasn’t shipped. I was also told on the phone call that they were mailing me a $10 merchandise credit card to apologize for not notifying me of the delay which also hasn’t arrived. They keep charging my card and then refunding me every week or so still with no update on when the item will actually be delivered.
Zero stars for West Elm needs to be an option!! We ordered the Harmony Modular Sofa from West Elm the beginning of December 2020. We received our sofa in March 2021, it came dirty (literally dirt on the coach, all edges were dirty as it had been dragged on the ground or truck) and damaged (scuffed with holes in it on some pieces). Called West Elm and they placed an "expedited" delivery for a new sectional that was slated to come in July and gave a 20% discount.
Today, 8/16/2021 (1 month after the "expedited" delivery was suppose to come) we received our "new" Harmony Modular sofa. The 5 piece sofa arrived - but only 4 pieces were actually submitted in the replacement order and you guessed it...they said they did not have our 5th piece on the truck. On top missing a furniture piece during our round 2 of getting our couch delivered, one of the corners literally had a hole and again was dirty upon delivery into our home. We are now 9 months into ordering our couch and still have issues.
We called West Elm to let them know round 2 of receiving our sofa was very disappointing and unsuccessful. After waiting to get through to customer service for 40 minutes, we had the pleasure to talk with Ellen, who is a "member of the leadership team." Ellen stated our options are: 1 - return the whole sectional and get a refund. 2 - receive 10% off and keep the damaged/dirty pieces. 3 - place another "expedited" order for the two pieces that are damaged and she could only could give us 10% off as 30% off is the MAX they can give.
When asked to talk to Ellen's supervisor on 3 different times throughout our conversation she repeatedly stated there was no one else to talk to and she was the only person we could speak with. Ellen stated there was no room for additional discount or anything else she could possibly do to help us on our couch even though we will now wait another 4 months for the 2 pieces that are still damaged to arrive due to West Elm's lack and inattentiveness to quality control checks. Hopefully by the end of 2021, a year + later after ordering our sofa we MIGHT have our full sofa, not damaged and in brand new condition as originally ordered and paid for.
This whole process of ordering a couch through West Elm has been EXTREMELY frustrating, time-consuming and SO distasteful. We have loved West Elm and were so excited to order a nice sofa for our home. Save yourself the hassle and countless phone calls you will need to make and follow-up on and order a sofa from another store. Safe to say, we will spend our money at Room and Board and elsewhere for furniture going forward due to the lack of customer service and the ability to make things right for the customer.
Hello- C. Thank you for taking the time to reach out to us. We are very sorry to hear your order has not been delivered. Please send us an email to [email protected] with your order information and a member of our Support Team will be in touch to discuss your order with you. Thank you! -Angelica M
I ordered a sectional from West Elm on March 22, 2021 as we knew them to be a professional and high-end company given their price point. We were told the with wait time would be ~16 weeks. The confirmation email we receive that day shows a delivery date of 7/21-8/4. This is slightly longer than they mentioned but no big deal, we figured they may be overcompensating to cover for any unforeseen delays.
I reached out multiple times throughout late July trying to get an update on the order as the status shows that our couch had not even been scheduled to be produced yet. Of course, no one could give me a straight answer or even an estimate on the delivery date. One customer service rep even gave me the number to the manufacturer itself told me to call them directly. I guess this is now my job to do the research. The manufacturer was equally as incompetent. The person answering the phone said no one could tell me when the couch would be assembled.
On August 3rd, I was able to reach a customer service rep who actually offered to put in the work to give us a more accurate delivery date. On August 5th, the delivery date was mindlessly updated to August 6th-20th. Basically a middle finger to myself, as if I'm dumb enough to believe a couch which is still being assembled could be delivered as early as 1 day after the update.
Fast forward to today, I was able to get a response from a Manager (who seems to be the first honest and knowledgeable person I've dealt with) who told us our couch will not be completed until 9/20-10/10. I have requested a refund but after reading these reviews, it sounds unlikely to happen. They will give unrealistic timelines for delivery to get your money and string you along as they have already earned your business. Beware of this scam and take your business elsewhere.
Hello Kevin - Thank you for taking the time to reach out to us. We are very sorry to hear your order has not been delivered. Please send us an email to [email protected] with your order information and a member of our Support Team will be in touch to discuss your order with you. Thank you! -Sara
Would advise others to stay away from this store. My girlfriend's table is peeling apart 7 months after purchase. In dealing with the issue for her, I initially was informed by the West Elm customer service agents that repair or replacement would be covered. Spent 2 hours working with online customer service and store agents and store manager on this process, only to be ultimately told nothing could be done. Frustrated that this reasonable issue wouldn't be covered, but more upset that I was led to believe it would be initially, had to spend so much time to do it and then finally told that nothing could be done.
My girlfriend has had two similarly frustrating experiences: once purchasing a discounted queen duvet, being sent a twin after a 2 month wait, told she ordered a twin, demonstrating she ordered a queen at the discounted price with proof showing such, and then being told it was a computer glitch and that she couldn't purchase the queen at the price she had to wait another 2 months before it's arrival. Again, wasting her time and money due to disorganization within the company. She had one additional episode when she bought the initial table mentioned in this email, found a scratch when it was opened and couldn't exchange it. Impression I have is that furniture is fancy looking, cheaply made, and company disorganized and not able to provide reasonable customer service.
Quite disappointed with the customer service at West Elm. You would expect a minimum from a company such as west elm and when buying expensive furniture! Upon delivery of the bed they realized the headboard was damaged ( meaning that the product was not inspected before shipping as other furniture companies do) so they left without installing it and ordered a replacement headboard. This is mid July and as of writing this review a month later they haven’t delivered it yet! I have called customer service several times and spoke with different managers.
As of 8/2/21 I was informed that the headboard is now available and I was promised an expedited delivery (given I have a newborn and I am up at night feeding without back support). Waited another week and I wasn’t contacted as promised so I called again and another manager says the product is still back-ordered. No transparency! I asked for a replacement of the entire bed but they wouldn’t do that. Extremely disappointed. I had a pending order for sofas for our living room that I canceled as I don’t want to deal with West Elm anymore.
We thank you very much for reaching out. Would you please email us at [email protected] with your order details? We would like to contact you.Sincerely,
I bought an Andes 3-piece chaise sectional in the summer of 2019, and it was perfect. Over the last two years it has been a great piece. The frame is solid and the cushions are still in wonderful shape for having been in constant use for two years. I have no problems with this purchase. My problem came about when in the summer of 2020 I decided to buy another piece to make my sectional into an L shape. I purchased a separate Andes modular piece to attach to my existing corner piece from 2019. What I received was NOT the same furniture. It had the same basic look and the fabric was the same, but that is where the similarities ended. The frame groaned the first time anyone sat on it (that person was my 50 lb, 8 year-old). Within 48 hours the bench cushion was sagging in the middle and the fabric was wrinkling because of the deflating cushion.
I called West Elm to have it replaced, and I have no complaints about the service I received - within two weeks the section was replaced. However, the quality was still the worst! Because of some other more important things going on in my life, I decided to just keep the piece, but I wish I hadn't. The 2019 half still looks great to this day, but the 2020 half looks pitiful. We fight over who has to sit on that side because the cushion is flat and the springs/frame are uncomfortable. I spent over $5,000 on a sectional that is only half usable. This makes me really sad because I've always loved West Elm, but this sectional is straight garbage.
I'm really disappointed in the quality of the products I've received from West Elm. I received a duvet and sham set that I was so excited to get and put in my new apartment. They came and looked beautiful, so I washed them exactly how the instructions said and used a color safe detergent. A ton of the color came out of the set and it has already begun to pill. Now this beautiful set has turned into this drab set that I'm embarrassed to even put on my bed. I understand that because they are washed they can't take them back, but for something that I put a lot of money into I don't think the color should be bleeding out of a product less than 24 hours after I got them.
I am so very sorry you duvet has faded in such a short time! This is not expected with our products. Please send us an email [email protected], along with your order number and details to include a picture of your duvet now so we can see what options are available.
I purchased a marble-top coffee table in March. Initial delivery was quick however from the beginning there was an issue with the installation (done by the delivery company) that caused vibration and noise in the table whenever we walked around it. After several phone calls finally, medics came and diagnosed that it should be replaced. Again couple of phone calls later, they replaced the order, scheduled the delivery date just to call a couple of days ahead and tell me that the tabletop is ready for delivery but the base is nowhere to be found and they need to reschedule. Twenty days later, in August, they have no answer when I can have my broken table replaced.
My overall experience with West Elm customer service has been frustrating. I have made at least ten phone calls because they never call you when they say so (I have called sometimes more than once to ask for an initial decision, scheduling medics' visit, putting replacement orders, scheduling delivery, asking why delivery does not happen). It seems all units that handle the replacement are disconnected. Even medics that came to my home to diagnose the issue never let the customer service know what was their diagnosis and decision! I was acting like a part of customer service by connecting these pieces. Overall, I have never experienced such dysfunctional customer service and I do not know if my table will ever be replaced.
I ordered a couch and coffee table prior to reading reviews about this company (when you choose Crate and Barrel versus West Elm, it’s still the same company, so they get your business either way). I didn’t realize that a wait time for a coffee table was 3 months, but it is. I would like to cancel this order, but like others have stated, this isn’t possible, even day-of-canceling. I’m hoping that I get these items within the allotted time frame, but it sounds unlikely. And, please allow customers to cancel prior to shipping, especially if estimated shipping is 3 months out. I’m regretting that I ordered from this company prior to checking reviews but hope they can provide an experience that rectifies this.
We ordered some barstools that were falsely advertised as being delivered August 12. Once I made my purchase they told me they would be delivered November 19 instead. I called immediately to cancel and their customer service was not open during the advertised hours. I called and cancelled the next day. 12 days later they called me and told me the order could not be cancelled. You cannot trust this company. First they falsely advertised the delivery date. Second, they falsely advertised their customer service hours. Thirdly, they are attempting to charge me for the order after they confirmed the cancellation.
We thank you very much for reaching out. Would you please email us at [email protected] with your order details? We would like to contact you.Sincerely,
Unless you enjoy waiting in the balance for your furniture to maybe arrive in this century do not waste your time ordering from this business. I ordered a table and two dining chairs mid-May. When they delivered the table a chair was missing. So I literally have a table and one single chair. They have charged and credited my card three times which I was told is to ensure the funds are still there. This entails having to hawk eye my statement to ensure they're charging and crediting the same amount each time. In addition to this I've been told three times it's going to be delivered, even scheduled the delivery, only for them to tell me it's been delayed. Online it says the product is in stock and ready to ship, they're telling me it will be October before I see it. Not worth the hassle and I will not be ordering from this company ever again. There is clearly a reason they don't allow reviewed on their site...
I am so very sorry your order arrived incomplete! Please send us an email to [email protected] include your order number and details so we can look into this for you. Thank you
I purchase a table and two chairs on April 18th. Both of my items were received on April 20th. Initial delivery was extremely fast and I have no complaints. However, after attempting to assemble the items, we noticed both chairs and table were damage. I immediately called customer care at West Elm and they informed me they would be sending a replacement. This was on April 26th. Today, three months after I still haven't received my item and after contacting West Elm several times, there is never an answer when I will be receiving my items.
Products are great and the item did eventually arrive. Not sure if it was a technical error, but some sort of update when shipping is delayed and an automatic notification of the delay would go a long way for items that run out of stock.
I ordered a duvet set a month ago, it was set to be delivered in a couple days and was shown as being in stock. I ordered another item at the time which was delivered promptly. Now we’re a month later, the order is being pushed back for a fourth time. There has never been a notification about the order delay. Customer service is painfully slow to respond, seems like it’s an organization issue and not the fault of the individual agents. I was guaranteed delivery by a certain date at one point, only to have that date pass and to go to the site to check the status to find it had been changed again with no notification.
Originally they said they were waiting to ship until part of my order arrived, based on their site it seemed like the shams. I would have ordered just the duvet to have it expedited, but that was not offered as an option, nor was shipping components separately. Now, according to the site the duvet is sold out and the shams are available. So basically each component of what I ordered was there, but at different times and they refused to send them until both were together, which they seem to have lost track of. The other item I ordered was great in quality and promptness. I love their products but am not sure it’s worth ordering with them.
I have just sent you an email. Sincerely, Tammi
Charged for our sectional over a month ago, initial delivery date was two months ago, and the people who delivered it two days ago only have the sofa piece. They told us the sectional is lost and never put on their truck and they have no idea where it is and no one seems to know where the chaise is and they also didn’t even have the correct hardware to put the sofa piece they did have together. Basically we have have of a sectional sitting on the floor of our living room right now...
Needless to say we this is a huge embarrassment and we will not be hosting anyone. We have Been bounced around from customer service to delivery to the warehouse about a million times and then we just receive a voicemail which we have left countless messages and never received a call back. Reached out to customer service via email as well. Not a single person has been helpful and this has been the most frustrating experience with a company that we have ever dealt with. Still cannot believe we paid $4000 FOR THIS! No one is able to help us. I am genuinely concerned if we no longer keep calling or following up that we may never receive our actual sectional. Do yourself a favor and take your business to crate and barrel. We will NEVER shop here again or recommend this to anyone.
Thank you very much for reaching out. Our elevated support team has reached out to you at the telephone number provided on your order to further assist.
I purchased a dresser & 2 nightstands on May 6, for the delivery date only to be rescheduled several times. Finally I get the email to schedule my delivery appointment for July 24. A day later I got a call saying that my nightstands, which had come in the month prior but were on hold waiting for the other order (dresser) to come in.. only to be told my nightstands were now not in stock AGAIN! They had shipped them to someone else. Now I have to wait another MONTH for my nightstands. This will be 4.5 months later! Absolutely ridiculous. They are only giving me a ridiculous small credit for their mistake and for the inconvenience. I am livid.
I sincerely apologize for this experience! Please email our elevated support team at [email protected] with your order number and details, and we will investigate this for you. Thank you!
West Elm Lead Times Driving You Nuts? My Saga
It started back in September. I helped my mom exhange some of her American Express points to purchase the ultimate in designer kitchen appliances *enter Smeg*. “In Stock + Ready to Ship” it said on West Elm’s website (for each product, mind you!). We hit the purchase button on a Smeg Blender, Smeg Mixer, Smeg Toaster, and Smeg Coffee Maker. All “free” with her credit card points, yess!
A few days went by and the email came. “Shipped” it read. The toaster and the coffee maker eventually came. Yay! What about the mixer and the blender? They got caught in some UPS limbo, I guess. Every day my mom would get an email saying “Out for delivery”. Many, many days went by with these emails but the appliances never came. Hmmm.
Finally, we decided to call into West Elm. They insisted that the appliances were on the truck for delivery. After a few more weeks of this happening, we called in again. The customer rep finally agreed to cancel the order and place a new order. Unfortunately, this didn’t help and the appliances ended up in the same cycle as before. After about 4 months of waiting, we decided to cancel the order entirely. The West Elm lead time estimates were totally out of wack!
My mom ended up purchasing her Smeg Mixer and Smeg Blender on Amazon. They showed up the next day. Fast forward to just last week…my mom received two mixers and two blenders on her doorstep…from West Elm. She called in and they had no record of the delivery. Don’t worry, she did the right thing and returned them! The other crazy part? When they arrived it would have been about 6 months since she placed her first order.
Delays 2021 west elm shipping
I ordered a piece of furniture about a…
I ordered a piece of furniture about a month ago and got an expected delivery date of 3-5 days from that point. Since then, every three days the delivery date gets pushed back another three days. I’ve called to get more information and have been told that it’s on back order and there is zero timeline they can provide in terms of when it’s expected. I understand that this is a difficult time, but customers deserve transparency when purchasing. If something is on back order, tell us. Don’t market something as if it’ll arrive in three days and then bump back the delivery date until the end of time. It’s infuriating. I could get my furniture sometime in November or maybe in 2023. Who knows.
Ordered a 3 Piece Sofa
Ordered a 3 piece sofa, looked wonderful in their showroom but when our's came, it was a disaster. The cushions were all deformed, poorly stuffed that couldn't be shaped nor fixed. They refused to replace the sofa, but did send a team to repair it. After 3 hours the team made matters much worse, instead of a smooth flat & linear modern sofa, it looked more like sand dunes after a wind storm had hit. So they threw their hands in the air, gave up and left. The biggest mistake I ever made.
10K spent, hours on the phone, no idea of delivery status
I just spent 10K on new furniture for a house with West Elm and it has been nothing short of a disaster. Incompetent customer service reps (save for one incredible person, who of course, I can never reach again), random and erroneous delivery schedule notices and a different story every time I have called today (spending #+ hours on the phone.) I still have zero clue about the status of my furniture even though I have a scheduled delivery, which I've been told 'never should have been sent to me, they have no idea why.'
I’ve never written a review online for anything before but west elm has broken me has a human being and this is the closest thing to problem resolution I will get with this company. In august I ordered a loft bed for my (tiny, tiny New York apartment) bedroom, the bed functions also as a desk which was perfect because I work from home. When the bed first arrived, the delivery crew started to unpack the pieces and immediately saw a broken part and told me it wouldn’t be safe to assemble, so they took the bed and left. I had to wait a week and a half to reschedule, and when the second crew came they built my bed incorrectly, there were literal loose screws on the floor when they left that were meant to be somewhere in the bed. Not only that, but the order was missing the literal center support beam, which I was told would be sent ASAP. They also built it against my directions so that when you open the door to my bedroom you were greeted with a giant pole 5 inches from the entryway. Needless to say, my roommates and I took the bed apart ourselves and rebuilt it correctly. A month later I still haven’t seen the center beam and after finally getting in contact with customer support I was informed that the only way I would be able to get the beam was if they came to replace the bed fully, meaning that for the fourth time I would have to take everything out of my 7x7 ft home office / studio/ bedroom (which is an incredible, INCREDIBLE pain). I agreed, because I couldn’t sleep or work with the bed being structurally unsound anymore. They agreed to refund me $400 of my $1600 purchase once the old bed made it back to the facility. The new crew came this morning right as I finished taking every. Single. One, of my belongings out of my room AGAIN and as they prepared for install, they discovered the most broken piece I’ve seen yet. This was one of the side panels to the bed and it literally looked karate chopped in half. Obviously they couldn’t install this, so they left. There’s nothing the company is willing to do to fix this for me, and I am at my wits end. I don’t want this bed anymore, it wobbles no matter what I do, and this company clearly doesn’t care about its human customers even a little bit. Please, please don’t order from west elm. Don’t do it. I wish I hadn’t.
I ordered over 10k of furniture for a…
I ordered over 10k of furniture for a new house and it has been a nightmare. The furniture is beautiful, good service from in-store reps but dealing with customer service post-purchase has been totally inexistent. If you don't call to find out what's going on, you will never hear from them after your purchase, seriously! One time they told us the furniture was still at LAX, the next that they didn't know where one of the sectional pieces was, the next the furniture had already arrived and no one seemed to bother to call us to schedule delivery. The furniture takes not weeks but MONTHS longer than the projected date to arrive. Nevertheless I have been paying for the furniture since I ordered it. I called today for my last piece of furniture and they told me it had arrived at the beginning of the month but once again no one bothered to call. It happened exactly the same way with my previous purchases. Customer service post-purchase I insist is inexistent, I just called their delivery service because West Elm simply does not care to make sure the delivery is arranged for the customer. The delivery service said, "we will call you back in 10 minutes to set it up and I'm still waiting 3 hours later." If you don't believe all the reviews in this page, do a quick search on google for trustpilot reviews. Stay away from this place, try the designer store from NFM or even Restoration Hardware, anything! You will save yourself lots of anguish and headaches
Terrible service. Terrible products
I ordered a TV stand back in JUNE that was supposed to be delivered in August. They have attempted to deliver it to times already. The first time, one of the cabinets did not work, and the second time they delivered a furniture full of scratches. It's october and I still have not gotten this delivered. The customer service is AWFUL. It's like they don't listen to your concerns at all. They are just robots answering mindlessly. Save yourself the trouble and buy from somewhere else. I was so excited about buying from them, but I am very disappointed with my experience.
Pandemic excuses can go so far - horrible customer service and resolution efforts
I realize the pandemic has caused all sorts of delays but West Elm has no excuse for their poor customer service and follow up. Our initial March order was to be received in July. After several weeks of delay we were called the day of delivery and told it was to far beyond damage to deliver. After several frustrating calls to extremely unhelpful, quite incompetent customer service, we were told December for a delivery. We tried to get this changed but gave up. Out of the blue we get a call it will be delivered this second week of October. Again, today on date of delivery are told the legs are too damaged to deliver the item. I would strongly advise to not use them for furniture.
DONOT BUY FROM WESTELM
DONOT BUY FROM WESTELM! WARNING !!
Worst product. Worst customer experience I have ever had. I had ordered a dinning table and chairs they made me wait for 7 months and they sent me a damaged one . I might have called them 12 times and I haven’t got my damaged chair taken care of yet
Horrific customer experience
This is either the worst or close to the worst customer experiences I have had in my life. I purchased curtains online - the picture and the name of the color showed blush (or light pink). They came and they were medium brown. I returned them and ordered a replacement. However it turns out the shipping & processing which is non-refundable was over $50. This is for a regular sized box that I can literally hold in one hand.
The next box came and it was still brown and this time the curtains were wet and smelly. So I tried to return this. I was unable to pull up the return label on the website, it returned an error. I called once, the lady told me she could give me the tracking # and I should go to UPS and they could print out the label with the tracking number. I expressed some skepticism but she said it will work. So I drove 15 minutes to the nearest UPS store and they said they can't take tracking numbers and print out the label. So that was another 30 minutes wasted.
The next time I called, I asked the lady what else they could do. Finally we figured out she could print out the label and mail it to me. She said it would come on Monday. It's now Friday and no sign of the mailing label.
So I called back again, this time the guy was able to help me and it was an issue with the zip code. It turns out the zip code on the website is supposed to be the billing zip code, and not the shipping zip code. But it doesn't explain that anywhere.
I started complaining to him the number of hours of my life I've spent on this and instead of being empathetic, he got an attitude telling me it was there the entire time, indicating that I should have been able to figure this out and all the other customer service representatives before him too. He also started to say that I could have printed out the mailing label at the UPS store for 10 cents too if I had brought my computer, completely missing the point that no one had access to the label so that was not a solution. Basically he was blaming me for the situation and explaining how easy it should have been over and over again with a condescending attitude which infuriated me. I can't believe how bad at customer service he is.
Net net I basically paid over $50 for a horrible, multiple hour, multiple month customer experience. And there is nothing the service rep was able to do to make up for it.
Wood tiled night stand
A few years ago we bought two wood tiled night stands from West Elm. After less than a year, spider web-style cracking and chipping occurred across the whole top of one of the wood tiled night stands. I covered it with contact paper. The three other pieces in the set didn’t crack. This house is used about five weeks per year. It is cooled and heated. This summer the matching night stand cracked in the same way. I contracted West Elm and they say they don’t do anything after a year. They’re still advertising these night stands and could easily send me two replacements. Beware of shopping at West Elm!
Most Disgusting Sheets I've Ever Used
I splurged on a set of organic percale sheets. By the time I got them, washed them, and put them on my bed, it was around 30 days from the purchase date. These are are, without a doubt, the lowest quality sheets I've EVER owned. Within the first wash cycle (washed from new and used for <2 weeks) the flat sheet started pilling so badly that I thought there was somehow sand in the bed. I washed them thinking this might help, but the issue only got worse. That sandy feeling is pilling on the fabric, not anything in the bed. The sheets feel DISGUSTING. I've never experienced anything like it from other brands. I've reached out to their customer service department now multiple times and received no response.
The couch arrived with a big hole in the upholstery after several months of waiting for it, today. Yesterday, my couch and one comfortable chair were taken by a junk removal service so I have no place to sit. Of course, they're giving me a refund, but it will take months to get another couch and I'm certainly not going to go back to West Elm. I asked if they could give me an unsellable piece of furniture since I had no place to sit. Of course, they won't do that. I'm sitting on the floor as I write this. I only have uncomfortable dining room chairs.
We bought a new house
We bought a new house, and have been buying furniture and decorating for months. I ordered lots of furniture from westelm and let me tell you this; I didn't experience anything smooth with this company. Everything was a pain. I had to cancel lots of my orders due to their worst delivery company and lack of coordination. I literally spent my hours trying to solve the issue that I didn't cause in the first place. Stay away from westelm if your time and energy are important to you.
Horrific delays and terrible customer service
West Elm has beautiful furniture so we ordered a number of items from them for our new home (~$20k total). So far, we have only received a small portion of the furniture. Everything is back ordered. No communication when delivery dates get revised.
At this price point and given how much we were planning to spend with them, I would expect a very different shopping experience. It’s been frustrating to say the least. Customer representatives are unfriendly and you have to wait long periods of time to speak with somebody.
Horrific. I would never commit to buying furniture here but we are 3 months into waiting and it’s too late to switch at this point. Incredibly disappointing
They take your money and give you no…
They take your money and give you no answers.
No other online company takes your money and cannot deliver, tell you when they will deliver and they just don't care. It is a big runaround.
Go to Wayfair.
Only the latest review will count in the company's TrustScore
Backordered and postponed without notice
Similarly to what I've read just now from other reviewers, I ordered a piece of furniture and was told I'd have it in two weeks at most. It was not listed as backordered. Now I find it backordered, and the delivery date has been postponed twice without any notification to me (I only found out by tracking my order online). This was a seasonal item and I would not have purchased it had I known I'd be strung along this way. I'm very frustrated, though the customer service representative did say they would cancel the order for me. I hope that goes through okay, so that I can purchase a similar item somewhere else and actually get what I'm needing. This was my first order from West Elm and it will be my last. Very disappointing. I wish I had read the reviews here before ordering.
No way to cancel an order even if they postpone your shipment by over a month.
I placed an order on Sept 17th. Estimated delivery date was Oct 1st. A week later they changed my estimated delivery date to November 7th. I called them today (Sept 25th) to cancel my order. I was told it was "too late in the process" to cancel my order and I would have to wait a month and a half to receive it so I could return it. A month and a half before delivery is "too late in the process"???
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