Bait and switch

I ordered a sectional from West Elm to be delivered 6/16/13. A week later they call and tell me that the price was a mistake, but they will honor the price but I have to wait 6 months for that color. They could have given me another color and delivered on 6/16/ but...
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23 comments
#706085

I should have found this sooner: Same thing happened to me, but I was given the option (after much much much much complaining, run around, talking to endless reps, taking to Twitter, etc) for any fabric choice at the $559 price. Couch (all 3 pieces) showed up yesterday.

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ID
#414957 Review #414957 is a subjective opinion of poster.
Product
West Elm Sofa
Loss
$559
New Reviewer

Defective Kitchen Furniture

To whom it concerns, My wife and I bought two pieces (Rustic Kitchen Prep Counter, Rustic Kitchen Island) of furniture from West Elm and both have defects… I fixed the defect on the Prep Counter since it was just a poorly drilled hole to support the shelf… but now...
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1 comment
#1003945

I am in the process of assembling a rustic kitchen prep counter. It is as frustrating as putting together an IKEA item: lousy directions, poor fitting pieces...for the money I spent I expected more from West Elm.

ID
#406364 Review #406364 is a subjective opinion of poster.
Product
West Elm Table
Loss
$1000

West Elm Jute Boucle Rug Platinum

West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
This rug is a major health hazard and will stain your floor!The rug fibers come apart and go in the air (see attached photos of HVAC air filter). It is a complete respiratory health hazard!The dye in the rug stains the floor beneath it (see attached photos of damage to hardwood floor). The rug is very bad quality West Elm will not accept responsibility for this manufacturer defect.Buyer beware and stay away! - - - - - - - - - - - - - - - - - - - - - - - - - -
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1 comment
#941914

Having the same issue. Soo tired of cleaning this jute boucle rug. Waste of money!!!!.

ID
#404951 Review #404951 is a subjective opinion of poster.
Location
Livermore, California
Product
West Elm Rug
Loss
$2500

Dirty & damaged couch, careless delivery people

Bought a two piece sectional from west elm for $2500. It arrived with scratched wooden legs, and one of the sections was dirty, and had a yellowish taint to it that could not be cleaned, so it did not match the other piece. It was not packaged when they brought it out of the truck, and I believe they charged me full price and gave me a used floor model or something. They did come back to exchange it, but only the one piece that was dirty, and I felt they should have brought me both pieces new. The delivery guys were filthy and did not have "booties" to cover their shoes. One guy was trying to rip the tag off the original piece, and he was yanking it so hard the whole sofa was slamming up and down on my brand new hardwood floor, and scratched that as well.
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ID
#402123 Review #402123 is a subjective opinion of poster.
Location
Livermore, California
Product
West Elm Sofa
Loss
$1000

Hidden costs ripoff

This company adds ridiculously high hidden costs to orders for furniture and maybe other things. My experience is only with furniture. I bought two twin beds and added costs were: $30 each!=$60 for "delivery charge" Aren't they going to the same address? YES Shipping and Processing= $33.80 ???? Shouldn't this be part of Delivery and shouldn't filling out "processing" be a normal part of doing business? That is almost $100 beyond the cost of the merchandise! Outrageous! Yes, I knew about the extra charges but I was in a desperate situation. I will not shop there again. And I will make sure everyone I know is aware of this. If you can't carry it out, don't buy it!
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ID
#400125 Review #400125 is a subjective opinion of poster.
Location
Manhattan, New York
Service
West Elm Delivery Service

Still waiting for Bloody Mary Mix Delivery -over 72 days

I placed an order for their new "Market Place" Holeman-Finch Bloody Mary Mix on December 18th. I still have yet to receive it. They kept pushing back the delivery dates from December 26th, to early January, to February 1st, then for the last 25 days it says "shipping soon". It is now almost March. I have wasted time with their customer service department writing them 3 times. NOBODY CAN TELL me when I am to receive my product. Take the product off the website if you can't deliver it. I have never had such a horrible, frustrating experience in my life. Do not shop there!!!
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ID
#388494 Review #388494 is a subjective opinion of poster.
Location
Los Angeles, California
Service
West Elm Delivery Service

Damaged Bed Frame with Missing Pieces

I ordered a bed frame which was delivered totally dinged and damaged on pretty much every piece, but was just left as an eyesore by the delivery guys. Moreover the bed was delivered missing the bed slats which meant that it was completely unusable even though I had house guests who were supposed to have been staying over last weekend and instead had to go stay at a hotel. I was assured multiple times that a replacement would be delivered on an expedited basis--which needless to say did not happen. Then I received about half a dozen calls, including multiple incredibly irritating automated calls, informing me of the delivery day and time window. As a result I had to juggle my schedule and make arrangements at work in order to accommodate this delivery. To top it all off, I get a call this morning telling me that the delivery--scheduled for less than 24 hours from now--is now cancelled because in fact they do not have the item. So they scheduled a delivery with no item to in fact deliver? And after I call customer service and get transferred through no fewer than 4 people and multiple hold times, I'm informed that in fact one of the components of the bed is on back-order and can't be delivered until at least the end of March. So after all of this hassle I'm left with a complete piece of junk in my house. I'm so baffled; if this was some sketchy, little company or Craiglist transaction, I could begin to understand. But how on earth has West Elm become as successful as it is with a complete lack of ability to run its business in any kind of remotely rational way?
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ID
#388172 Review #388172 is a subjective opinion of poster.
Location
Los Angeles, California
Service
West Elm Delivery Service
Loss
$1000

Waited 8 weeks for total *** furniture

West Elm - Waited 8 weeks for total *** furniture
I ordered two upholstered chairs from West Elm. As advertised, I waited 8 weeks for their delivery. When they were delivered, the minor assembly required was not possible because the pieces were so shoddily made that could not fit together (i.e. legs too big to be fitted into corresponding holes and then bolted). Customer service - so far- has been NO HELP. They keep saying - "Oh, those items are shipped directly from the manufacturer" -- as if that is my problem. Its been 3 days since I submitted the photos of the defective products -- no word from them.
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ID
#385586 Review #385586 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
West Elm Delivery Service
Loss
$1000

The worst customer service I have ever experienced

Customer service is good until they make the sale, And that's where it ends!!!!!! Furniture was not delivered on time when it did get there some if it was damaged. Pieces were missing they could not find them nobody knew where they were everybody's blamed everybody else. Employees at the Miami Store were rude Not helpful And half of them were just plain incompetent. When it came to returning something that was a nightmare all its own! We will never ever ever shop at west elm again!!!,!,!,!,!,!,!,!,!,,!, Not sure if all West elm stores are this way but the Miami location definitely is
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1 comment
#724789

How horrible! Did you die because of it.

From your tone, it felt it was a matter of life or death. I had the same experience but I was able to work with the staff and my experience was turned around and I was happy with my product. Sometimes class gets you far my friend. Put things in perspective buddy and get yourself a life...

its just furniture.

Hope you find solace and join a support group that can help you put the pieces of life together after this crippling experience. LOL

ID
#385187 Review #385187 is a subjective opinion of poster.
Location
Miami Beach, Florida

Terrible "Customer Service"

My boyfriend and I are moving into a house soon, so we ordered a duvet cover set and a couple kitchen items from West Elm. We were a little confused when about a month went by and nothing had been charged to our credit card, and we had no tracking number or anything, so I emailed West Elm asking what was going on. They replied with a bounce back email stating that their records indicate that our order had been shipped out, and to call a phone number if I had further questions. We still hadn't received anything about a month and a half after our order, so I tried emailing again, getting the exact same bounce back email. Not from a real person. So I called the number they supplied to find out it wasn't in service. When we finally tracked down a way to contact them, they told us that their shipping partner, fifty one, had lost our order. We were extremely frustrated, having waited over 50 days for our things, we expected some kind of incentive to shop with West Elm again, or at the least an apology. We got neither. This was the WORST customer service I have ever received from an online company. I will never shop with them again, and I would suggest others not to either.
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ID
#381229 Review #381229 is a subjective opinion of poster.
Location
Edmonton, Alberta
Service
West Elm Shipping Service
Loss
$150
New Reviewer

West Elm Rug Ripoff!

I purchased a $400 "high quality" wool rug from west elm in July, 2012. I have had it in my living room since and I wanted to love it but I hate it. It will NEVER stop shedding. I don't mean a little bit, or normal shed like other rugs, I mean ALL the time and all...
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4 comments
#734823

I did get in touch with corporate and they sent out a kit to return the item for a refund. They appologized for all of the hang ups and the bad service.

Overall it was a wonderful resolution and I'm happy to say they do stand by their product or your disapointment of it. I won't be buying textiles from them anymore but if I fall in love with furniture or something else in the future I won't hesitate to buy just because of this incedent.

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ID
#371081 Review #371081 is a subjective opinion of poster.
Location
Oceanside, California
Loss
$433
New Reviewer

West Elm queen size bed frames are junk.

Ordered two queen size bed frames and they came with two piece bed slats that are shown in the instructions as single piece. Obviously such slats collapse repeatedly when one moves around in the bed. The center support beam, upon which the slats are supposed to rest,...
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ID
#362300 Review #362300 is a subjective opinion of poster.
Location
Mount Laurel, New Jersey
Loss
$500
New Reviewer

West Elm delivered defective product, terrible customer service

I ordered a bed frame from West Elm. It arrived with two pieces defective, making the bed un-usable. I called and they said they'd send me the replacement pieces. First, the replacement piece arrived late. Second, it was THE WRONG PIECE. In the meantime, it's been WEEKS and I still don't have a bed to sleep on. I called, and they were completely impossible to deal with. When they sent me the replacement piece, they said they'd be crediting me for the bed. Except...when I called back, they said they were crediting me for the *replacement* part. How insulting--to act like they're doing me a huge favor by not making me pay for *their* mistake? This still isn't resolved. They want me to pay to return the broken bed and incorrect piece that THEY sent me. I will not pay for their mistakes. I'm trying to figure out what my options are.
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1 comment
#577707

If you paid with a credit card, you can file a dispute with them, and if west elm doesn't agree to refund your money the credit card will (and just not pay them). The correct steps to make this happen is to tell west elm that when you placed the order it was a package deal and you are not interested in getting a subset of the order.

Let them know the bed was not delivered as advertised (it was defective) and their attempts to rectify the situation have failed. As a curteousy to them you are willing to arrange to meet with them so they can pick up the defective merchandise and their expense. While this is inconvenient to you, you understand mistakes happen and are willing to meet them half way by being their so they can get their bad stuff back. Tell them you expect a full prompt refund, and if it is not processed you will dispute the charge with your credit card company and let them resolve the problem.

Long story short, you won't have to file an actual dispute.

Disputes are almost always ruled in favor of the consumer, and reflect poorly on the merchant. They will refund your money, but if not, you simply share the above steps with your credit card and they will credit your statement and not pay west elm.

ID
#362018 Review #362018 is a subjective opinion of poster.
Location
Minneapolis, Minnesota
Loss
$600

West Elm Customer Service

I purchased a chest of drawers a year and a half ago and the railing mechanism gave up. When I called West Elm to purchase replacement parts, they referred me to Home Depot. Since I couldnt find a piece to replace the mechanism, I called West Elm back. The first person who answered the phone said that they would send me a new chest of drawers. I was very surprised that they would replace a $400 piece of furniture for a barely $15 piece. I should have known better that she had no clue on what she was talking about. I told her that the chest of drawers was a part of the Madison line and towards the end of the conversation she referred me as Ms. Madison. I had to repeat my phone number 3 times for her to get it right. She stated either herself or a manager would call me back within 5 minutes. After 7 hours, I received no phone call, so I called back. The person who answered the phone this time put her manager on the line. The manager's suggestion was that I throw away a $400 chest of drawers and they could give me a discount to purchase a new one. I told her no but thank you and I would never buy anything from them ever again.
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ID
#350438 Review #350438 is a subjective opinion of poster.
Location
Arlington, Virginia
Loss
$400
New Reviewer

West Elm...terrible customer service regarding defective product

In my experience, this co. (pottery barn, west elm, williams sonoma) could care less if they sell you a damaged/defective product. they are not willing to support your purchase and the Customer Service response is downright insulting. the markup on their products should ensure a fair sale to the consumer. they did not even want the product information to ensure that this wasnt a pattern with future consumers. They just seemed to want any reason for you to go away. it is unfortunate as I recently got married and Im looking to continue to purchase items for our new home. I am glad i found out at the point i did. Certainly not too big to fail! Especially with the representation ive seen. i am still furious about the way they handled the situation, but its better to take our lossss and find a new store!
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ID
#350367 Review #350367 is a subjective opinion of poster.
Location
Carlisle, Pennsylvania
Loss
$100