Update by user Mar 31, 2011
Note:
1) Despite the fact that I have repeatedly drawn this pivotal discrepancy in dimensioning to West Elm\'s and William Sonoma\'s attention, the online page advertising the sale of this \"narrow-leg twin bedframe\" product STILL, TODAY, lists mattresses for sale to accompany this product THAT WILL NOT FIT WITHIN THE FRAME.
2) My complaint does not even address the lack of candor that I encountered
3) I now know it is NOT A COINCIDENCE that West Elm HAS NO CONSUMER REVIEWS OF ITS PRODUCTS.
This a shame. In every sense of the word.
Original review posted by user Mar 31, 2011
I stage houses for sale. Because we are in an ongoing, difficult, slow market -- especially for the southern resort houses that are my specialty -- my professional reputation (and future work) depends entirely on quickly and efficiently accomplishing the staging of a house, cottage or condo done so that it may be shown to advantage, asap .... within an extremely limited peak selling season that runs from the beginning of January through April. Yet. Today is April 1st. So, FOUR MONTHS after placing an order with West Elm for (2) twin and (1) queen-sized "narrow-leg bed frames" (guaranteed by customer service for delivery within two weeks -- before Christmas -- but actually delivered only in mid-March) the twin frames -- though finally delivered two weeks ago -- are still a MAJOR problem. Why? Because West Elm shamelessly advertises these twin frames as those that the savvy consumer might enhance by ordering one of three twin mattresses that are shilled on the SAME ONLINE PAGE as the "twin" bedframes. Only trouble is.... a standard twin mattress is 39" wide -- as are ALL THREE of the mattresses West Elm hawks on the same page as the narrow-leg bed frames. Which would lead the normal person to believe that if West Elm is promoting these products in tandem, the products actually fit together. Actually? NOT. In fact, the interior measurement of the West Elm "twin" bedframes is only 38" wide -- which means that NO STANDARD TWIN MATTRESS of 39"W can be fitted into the frame -- not even an inflatable one, the base of which is rigid. Rather, the consumer may only resort to bunk bed mattresses that are 38" wide, though they are far less diverse and pleasing in both their height and variety of density. Most bunk bed mattresses are only 8" high, rather than the 11" height; few to none are available in memory foam. With the clock ticking well towards the end of the resort island selling season, I brought these sequential problems of false advertising, delay and communications "confusion" to West Elm's attention. WEst Elm's response? Perfectly nice people in customer service offered to rebate surcharge and/or shipping charges. BUT NO ONE addressed the essential issues -- that: a) my professional standing was going south in a limited sales season due to their nonchalant malfeasance; and, b) West Elm was knowingly advertising 39"W mattresses for sale with the narrow-leg bed frame .... while knowing that the interior measurement of the bed frame was, in fact, only 38"W ... which might as well be a mile. And, to add insult to injury, that the inferior 38"W mattress available was SUBSTANTIALLY MORE EXPENSIVE as it was part of a niche, bunk bed market. Through sequential levels of seniority, I eventually spoke to a public relations attorney in West Elm's parent company, William Sonoma. She offered minimal money off my order as recompense -- HA! Better than nothing, but not even close to recognizing the ACTUAL PROBLEM that needed to be resolved. I'll spare you the rest. But know this: I demanded that West Elm correct its online catalog page to make it clear that the "twin" bed frame was actually not 39'W. THREE WEEKS LATER, the online page STILL touts the additional purchase of three pricy mattresses THAT WILL NOT FIT IN THE FRAME. CAVEAT EMPTOR, my friends
Yep, another story of "they shouldn't sell it if they don't have it." I ordered a sofa early August and the delivery at the time said the end of August. I just called to inquire about the date and they said mid- November - ALMOST 4 MONTHS!!!???? Crazy.
I ordered a Henry Sectional on June 15th. They claimed it was backordered until the 29th.
OK. It is now Aug 3 and still no sofa. I called Williams Sonoma because they own West Elm and they tried to help. He called me back and said should be shipping out on Monday Aug 6.
Ha, I'll believe it when I see it. Now I want to cancel because of reviews of the Henry being of such poor quality.
If it's not on it's way next week, I'm getting my money back. :upset
We have this couch and after like 2 months the cushions are all like pancakes. I called and they sent me new cushions but already they are flattening out again.
I know it isnt the most expensive furnoture but it was still 1500 nd looks like ***. I am probably going to try to return it.
Same horrible issues, got the couch and it didn't even match the swatch they had sent me, not even close! Had to refuse delivery after waiting 3+ months.
Now I'm in a waiting game to see if they will approve the full refund. Bunch of BS.
I have the large Henry sofa and I can tell you that after a few DAYS the back cushions are sinking and look like they're long slumpy bean bags rather than back cushions. The bottom cushions are better but the fabric seems to rotate around the foam so I'm having to constantly pull it back so the piping is at the corners. Do not buy this sofa
I have the large Henry sofa and I can tell you that after a few DAYS the back cushions are sinking and look like they're long slumpy bean bags rather than back cushions. The bottom cushions are better but the fabric seems to rotate around the foam so I'm having to constantly pull it back so the piping is at the corners. Do not buy this sofa
I ordered the Henry sectional in August and just received in mid December after numerous calls and getting the same run arounds described. The worst part though is now after having the sectional for about 30 days it looks like complete ***.
The cushions are all sinking in and almost flat. There is no way this is going to hold up.
Do not order this piece of furniture! Even after the ridiculous wait you are going to be stuck with a piece or furniture that isn't going to last.
Going through the same thing with the Chester sofa. I called Max Home (the vendor) directly 662-862-**** and they cannot tell me anything about the order, but did say they are not backed up.
My sofa was supposed to ship in late December. Then yesterday.
Now I'm told it is just now "in production". I want to cry.
Sharon C - can you please help me?! I am in love with the look of the Chester, but it is now only available online, so I can't tell if it will be comfortable or not.
It is a soft squishy sofa, or does it feel more hard and formal? I'd really appreciate your help!
Apparently the Henry Sectional is a horrible piece to order from them. We purchased ours (blue microplush fiber, or something like that) on August 6. We were told multiple times of delays with delivery, and ended up receiving it at the end of October, after calling customer service multiple times to track the order (since they couldn't appear to track it themselves - they told us we would be receiving our ottoman late, when we had in fact already received that piece).
We then discovered within 2 weeks that one piece of the sectional is making a huge creaking sound. I mean, very loud, where you can hear it on the other end of the phone. The other sectional piece makes a very slight sound. We also discovered a big sinking of the couch in one spot after sitting in it for only a month. They told us to "rotate" the cushions, but if they're going to wear out that quickly, it sounds like the quality isn't very good.
We called and they did send a furniture medic to our house to repair it. He wasn't able to do it in house, so we needed to schedule a pick up for West Elm to come and get it and bring it to his shop. This took 3 weeks after multiple calls to both West Elm and the repair place. No one seemed to know what was going on in the process.
We finally got the couch back today, and no joke, the creak is just as loud as it was when we sent it last week. And they didn't even begin to look at the sinking of the couch and the cushions.
I would steer anyone clear of ordering this piece of furniture. It's beautiful, but it's been a horrendous mess dealing with the customer service line and delivery issues, and obvious quality issues.