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West Elm in Darwin, Northern Territory - Terrible online system, Terrible online/phone customer service.

Made a purchase on the retail store from Melbourne and the staff create an online account for me to complete the order. Was fantastic retail store staff service. Unfortunately when i get back home i realise that they didn't put my info correctly to the system and order invoice. Rang their customer service as suggest and leads get a replied from williams sonoma a customer service name Kelsey Van Cleef resent me twice invoice with the wrong information and told me to create another account so that i can have the correct information instead of fixing the issue. She also told me to contact the designer on the retail store for further technical enquire...
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#459587 Review #459587 is a subjective opinion of poster.

West Elm - No refund on shipping either way

I love shopping in the store, however I don't recommend shopping online. I ordered a duvet cover that wasn't exactly what I wanted. I not only had to pay to ship it back, I was informed I would not be reimbursed for the initial shipping cost. Pretty bogus! Bla bla bla. Bla bla bla. Really? Now I can't even submit a complaint without some Bull s...! I'm liking them less and less. Need at least 100 words? I think they are asking for unwanted trouble. Short and sweet is usually better for the retailer. Oh and blow off!
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#453863 Review #453863 is a subjective opinion of poster.
Loss
$45
I order Tillary sofa and cushion. Don't be fooled, cushions are really the back of the sofa since this is modular and they are 50 pounds. I was offered in-home delivery and much to my surprise, when I checked the website I found out it was sent via UPS. Called...
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Review
#453203 Review #453203 is a subjective opinion of poster.
Loss
$200
Tags
  • West elm costumer service

Update by user Nov 14, 2013

They've been really good about replacing things. And the sofa arrived earlier than their latest estimate, within the original time window they provided.

I still don't understand why delivery takes so long, but West Elm is hardly alone there.

All-in-all, now that...

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1 comment
Anonymous
#806823

Crosby sectional sofa - I have had this sofa for about 9 months. I upgraded the fabric one level up.

The sofa was priced at $2,499. 25% off sale and free shipping. Total cost was around $1,750. I really regret buying this sofa.

It is wearing really bad. The cushions are all misshaped from very mild wear (I live alone). Everything about it screams cheap. The arms are round, as opposed to squared and fitted.

The seating cushions are such poor quality that they have sunk and formed pot-hole like formations.

The cushion always look wrinkled and misshaped. I would not buy this sofa.

Review
#452556 Review #452556 is a subjective opinion of poster.

West Elm - HORRIBLE Customer Service

I ordered 4 curtain panels from West Elm. The first delivery all 4 of the panels had laws & had to be returned. The second delivery 1 was flawed & 1 was the wrong length. It took a week & a half to receive this order. The third delivery - would you believe not correct? DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM!
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#447655 Review #447655 is a subjective opinion of poster.

West Elm in Ashburn, Virginia - Longest delivery

I ordered a bed from West Elm, expected delivery date 1-3 weeks. The bed was not delivered to my house in this time. Instead it is sitting in a warehouse nearby and I am waiting the delivery of an over-committed and incompetent delivery service (Excel). Our order will not be delivered for another 2 weeks. I am thoroughly disappointed and will not order from West Elm ever again. Customer Service was also impossible to reach and provided no compensation or apology for the inadequate service. I am still waiting and am unclear whether Excel will follow through. I am so pissed!
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#447413 Review #447413 is a subjective opinion of poster.
Tags
  • slowest delivery
Featured
West Elm is positively pathetic. We had a 20 year family reunion coming up and needed a new sectional for the big occasion. We made the purchase decision based on the fact that we would have at least 10 weeks for delivery. (Company claimed 8-10 weeks for delivery)...
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#445713 Review #445713 is a subjective opinion of poster.
So I went online to buy just a small, inexpensive wool rug with eco-friendly mat, and found one that I thought was pretty nice on West Elm. I had never bought anything from them before and thought, what the heck? Ordered my rug and found it in front of my door only 3...
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#440722 Review #440722 is a subjective opinion of poster.
I wanted to buy sectional with the left arm chaise and it turns out "LEFT" arm is a special order and I have to wait for 10 weeks and PAY extra $. Not to forget that because the item is not in their store they charge ME so they can ship it to their store. West Elm is a...
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#440675 Review #440675 is a subjective opinion of poster.

West Elm in New York, New York - Worst company ever

I have moved to a new apartment, want to fill it, ordered a couch months ago, was thrilled to see that it was ready a month ago....and then I waited. And waited and waited. It has taken forever to ship this from Missouri, and the best part is, I live in New York City, and the couch has been in New Jersey for an entire week. Customer service reps either 1) don't care 2) can't give you information or 3) claim that the computers are down. Seriously, I don't know how a company so seemingly good is so bad, especially when you get such wonderful service as a rule these days.
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#440658 Review #440658 is a subjective opinion of poster.