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West Elm in Baltimore, Maryland - Shoddy construction and NO customer service

1.0
Details
Ordered recliner.10 weeks later, delivered. Shoddy construction, puckered fabric seams, VERY difficult to recline, frame out of square, nothing aligns, looks like sewn,assembled by a third world child. Contacted West Elm. *** apoligies, no response from Service Dept. Going on for weeks..... *** company standards.
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Review
#1439521 Review #1439521 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1200
Preferred solution
Full refund
Tags
  • West Elm Awful

West Elm - Owes me $2,800 - never got my $ back

1.0
Details
I returned a defective couch in October 2018 and never received my $2,800 refund. They sent me gift cards (when I was told I would get a refund to my credit card), then told me they were cancelling the gift cards. They sent me two more sets of gift cards, both times I called, waited on hold for an hour or more, they said they were cancelling them and refunding the money to my credit card and still nothing. It’s been three months and I’ve spent countless hours on the phone and still don’t have my money back. I’ve submitted a complaint to the better business bureau and am now disputing the charge with my credit card company.
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Review
#1438709 Review #1438709 is a subjective opinion of poster.
Cons
  • Product quality
  • No solutions offered
2.7
Details
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
Three months ago we received our Henry sofa with chaise (and sleeper). It’s has been rapidly degrading ever since, even with light use and good care. There are three key issues: 1. Fabric piling: the high-performance fabric has had no abuse from us but is completely...
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1 comment
WaitingHorseshoeCrab828
#1622621

I had the same thing happen to me with the same exact sofa. West Elm agreed to let me exchange the sofa (after saying that they have never heard of this happening before).

However, it’s been three months and I still haven’t gotten my money back. I’ve spent countless hours on the phone with them only to be told I should get the refund in 5-7 days.

They issued me the refund several times in a gift card (which I did not want - I was told I would get my money back to my credit card). At this point I’ve disputed the charge with my credit card company and filed a complaint with the Better Business Bureau.

Review
#1437862 Review #1437862 is a subjective opinion of poster.

West Elm - Reward Dollars

West Elm reward dollars are a *** program. The reward you earned are not given to you, they want to keep it...it expires quickly. We were not aware of expiration. Rewards should not expire. I am taking them to court!
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Review
#1437518 Review #1437518 is a subjective opinion of poster.
1.3
Details
I ordered a Mod Upholstered Bed Set with custom fabric on September 12, 2018. It was scheduled to be delivered on December 13, 2018, but the delivery crew discovered that they were missing screws. The delivery crew left the bed frame in pieces in my room, which I had...
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Review
#1429135 Review #1429135 is a subjective opinion of poster.
Cons
  • Delivery and product quality
  • Customer service response
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Full refund
Tags
  • Poor management skills
1.2
Details
After spending almost 30 minutes on hold — part of it in compelwte silence, their reps were “swamped” and completely unhelpful. I ordered furniture to be delivered by home delivery in TWO MONTHS. I wanted to add to the order AKA spend more money. After being lectured...
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Review
#1427695 Review #1427695 is a subjective opinion of poster.

West Elm in Rockville, Maryland - Henry Sectional Cushions...flat as a pancake

1.7
Details
We purchased the West Elm Henry sectional 2 years ago. Shortly after the purchase, The cushions are so flat that it is painful to sit on. The cushions have no resiliency left at all. This sectional was not cheap and should certainly last longer than a year. To add insult to the pain in our backsides, I’ve contacted West Elm customer service several times and have yet to get a response. I would have been better off using the $100 sleeper sofa and love seat combo I got for my daughters college apartment at Habitat for Humanity. Please do something about the fact that I have to turn and fluff and adjust the cushions several times a day!
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Review
#1422540 Review #1422540 is a subjective opinion of poster.
Pros
  • Variety
Cons
  • Display had much higher quality material

West Elm in Belmont, California - First time customer - Repaired Cracked Marble Cheeseboard

1.2
Details
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
I got this as a gift - no time to buy something else - now I have to manage my time to take care of this horrible customer service. I got a repaired BROKEN marble cheeseboard. It was cracked and glued and shipped to a first time customer - horrible!!!
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Review
#1416392 Review #1416392 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$40
Preferred solution
Full refund
2.8
Details
I ordered a Christmas present on November 2nd, said it would be delivered within 2 weeks, nope it’s backordered. Called the customer service to ask when it would get here, lady on the line was RUDE. She was like “I can’t help you” in the most uppity voice ever. Okay...
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Review
#1411451 Review #1411451 is a subjective opinion of poster.
Reason of review
Order processing issue
I tried purchasing 2 items of $299 and $199. It was not letting me order 2 items. The website was freezing. I tried calling customer service and it was not picking up. Long wait hold. So, I purchased an item for $299 using my 2 rewards gift card of $250 and another...
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Review
#1410985 Review #1410985 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$173
Preferred solution
Full refund