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West Elm in Seattle, Washington - In Stock - doesn't mean You'll get it

West Elm - In Stock - doesn't mean You'll get it
DO NOT BUY ANYTHING THAT YOU CAN'T TAKE FROM THE SHOWROOM!!! We ordered a bed that was "in stock and readily available" and were told that it will take 2-3 weeks do deliver it. The shipping company would contact us when it's close by. 2 (!) Months later we were told that the item hasn't shipped yet, but we should definitely get it in another 1.5 weeks. Problem is - the bed is exactly the kind we need so we agree to wait. Time goes by. No communication either from W.Elm or the shipping company. Call W.E. Customer Service - they sound surprised and tell me that the item is "on the loading doc" of the Excel Shipping and I should have been notified by now. "How long has it been there?" - more than a week! Call Excel - they are very nice and helpful. Yes - they have 2 out of 4 (!) pieces (by my count it should be 7 all together). Apparently those have been collected around the country in various warehouses like a furniture scavenger hunt. Excel has no idea When they will get all of them - Only West Elm knows that delicious secret. Call West Elm again - "Yes the pieces have been shipped". It will be another 2 weeks. Customer Service is polite but annoyed at me for being tired sleeping on the floor. I understand their frustration - People demanding the items necessary for basic creature comfort are the worst.
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Review
#439465 Review #439465 is a subjective opinion of poster.
Loss
$1300
Tags
  • Furniture Delivery
  • Terrible shipping

West Elm in Denver, Colorado - Horrible delivery and Customer Service

I ordered a upholstered headboard from West Elm in early May 2013. Two months later, at the estimated delivery date time I had not heard from the company about delivery. I emailed customer service and was told not to worry, that the delivery company would be contacting me at some point. No one could tell me where exactly my order status stood or who else I could speak to. Three weeks later I spoke with Customer Service per the phone number provided. The woman answering my call could not tell me anything and promised to call me back. She did call me back an hour later and expressed that she didn't realize that I was a furniture customer and that she couldn't help me. I asked her why exactly she didn't realize that I had a furniture order since we had been discussing my headboard not having been delivered... At any rate, she gave me the correct furniture customer service number with apologies. I then called that number and waited 47 minutes on hold for someone to answer. The gentleman who handled my call also could not give me an answer except to say that my order was sitting in a terminal somewhere in Denver. He passed off the information that whoever was their delivery middleman would contact me eventually and West Elm could do nothing to help me or find my order. I am livid that a so-called "high-end" furniture store could have such horrible service. That's a lot of money to spend to feel like you're getting fleeced with no way to rectify the situation. Horrible company. Will NEVER spend another dime in their stores, online or otherwise. I will post to every online website that I can to discourage others from patronizing them, as well as filing a complaint with the BBB.
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2 comments
Anonymous
#699732

I'm not sure what your complaint is? It usually takes a long time to get a custom order anywhere.

Were you given an exact date it would be ready or an approximate date? West Elm is not high end either, it's very middle of the road. I have ordered from West Elm and had no problems but agree, not great customer service but I didn't try to call, just waited and they called, said they were coming, and two people delivered my furniture. I hope you get your product.

I have learned in life, when someone says "an hour" except three or four and you'll be a happier person.

:)

Room and Board has awesome products and customer service, FYI.

Anonymous
#886188
@MEWDenver

It's just unfortunate that you have to wait 10 weeks to get a piece of furniture that you spent $4000 on and then have to deal with rude customer service when you want more information on when you can expect delivery. Unprofessional, disorganized, and dishonest. Is this really someone you want to do business with?

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Review
#437503 Review #437503 is a subjective opinion of poster.
Loss
$730
Ordered a chair, takes 8 to 10 weeks to make, fine. Have ordered from other companies before like this and they always, ALWAYS let you know when the item has shipped. Not West Elm, they just shipped it, no notification, sat outside in the rain all day, as miracles...
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1 comment
Anonymous
#1044157

West Elm doesn't have the option to buy online - pick up in-store, and they charge $26 for the shipping. It's 2015, who does that anymore in the retail world..?!

Review
#436217 Review #436217 is a subjective opinion of poster.
I ordered a love seat in December 2012 and did not receive it until June 2013. I made 35 phone calls altogether to west elm to no avail and the only thing that worked for me was filing a complaint with seven on your side. Within two weeks of filing a complaint with...
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#436175 Review #436175 is a subjective opinion of poster.

West Elm - Never received order

I ordered a daybed at the beginning of April 2013 and was told it was on back order until the end of May. I patiently waited and at the beginning of June was contacted by their home delivery service to arrange a date for them to deliver. My date was scheduled for a Saturday in late June. The day before my order was to be delivered, I noticed that the bed was refunded to my credit card. I emailed the home delivery person to make sure I was still scheduled to receive the bed, and then sent an email to customer service to see what the problem was. I was told my CS that the bed was put on back order again (I questioned how this was possible since home delivery said my bed had arrived at the warehouse). They said the bed would be back in stock at the beginning of July. By late July I had not received a shipping confirmation and my order still showed up as on back order on my account. Once again, I reached out to CS (they never made any attempts to notify me of the status of my order) only to bed told that the bed was completely sold out and would never be coming back in stock, so no bed for me. Ever. The lack of communication and timely updates from West Elm was absolutely appalling. I continuously had to follow up on my own. I am also whole-heatedly convinced that they gave the bed that I had scheduled delivery for to another customer. Why else would I be told that it had arrived at the warehouse??
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Review
#433999 Review #433999 is a subjective opinion of poster.

West Elm in San Francisco, California - Worst company I have ever ordered from.

I ordered a sofa online and three months later I bagan calling to find out where it was. All I heard on the phone was that they needed to check with the vendor and get back to me in 3 to 5 business day. They never got back to me. Finally the order was cancelled (so I thought). Last month a delivery company called to schedule delivery. Turns out my credit card was charged. Called West Elm Customer Service and was told again it would take 3 to 5 business days to process and they would contact me. Two weeks later and I just called again. Same story. I had to dispute the charge with my credit card company.
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Review
#427851 Review #427851 is a subjective opinion of poster.
Loss
$1800
I can't believe this company is still in business! I've been waiting about two months for curtains whose arrival has been pushed back four times with little to no explanation for the delay! The worst part is that they have never contacted me when the "arrival" date...
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Review
#424939 Review #424939 is a subjective opinion of poster.
I had seen the Baxter Sectional on West Elm's Website for over a week at the clearance price. I contacted customer service to see if it was an error or for just one piece. The woman I spoke with said no that is the correct price. So on 5/22/13 I placed my order. ...
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Review
#420649 Review #420649 is a subjective opinion of poster.
Loss
$584

West Elm in Miami, Florida - Worst customer service I've ever experience

After spending thousands of dollars at this store, and opening a credit card, I expected much better service. I haven't even received my furniture yet and I have complaints about their phone customer service (rude, wouldn't let me finish my question), email service (boiler plate responses that had nothing to do with my question), delivery scheduling (when the associate didn't care and was perfectly comfortable with me having to call back 2 more times and spend over 20 minutes on hold because she didn't want to help me), and chat (as unhelpful as ever). Instead of seeing the value of a customer that's so interested in their products, instead of trying to treat me well so I keep shopping, they've made me so angry at this point i want to return my items and cancel the card. I can't even get the contact information for a complaints escalation department. Nothing. USELESS and horrible.
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4 comments
Anonymous
#669773

I take that back the two headboards I purchased were upholstered. They were white and held up great.

Anonymous
#669771

I notice you shopped at a Miami location. I bet $100 it was the midtown location...I bought 2 beds w/frames, 2 chests, 2 parsons desks, a bookcase and two chairs from there about 6 years ago.

The furniture quality is absolutely fine but the customer svc is something you will remember till the day you die. I bought my pieces and paid for them to store. When my house was ready I called for the furniture. The furniture was never stored.

They located similar pieces (some in diff colors) I paid to get them lacquered the color I paid for on my own. But get this, when I called during the "finding stage" this very animated male with an attitude started whistling while I explained what was going on. Seriously. I wasn't *** either so it wasn't like he had reason.

I couldn't believe the gall. Stay away from midtown is my warning....try dadeland.

I have purchased a ton of things from West Elm and its all great. I have not purchased anything upholstered though.

Anonymous
#670058
@Momx3

Lol and a dresser and another bookcase...(it was a long time ago). Still have furniture too.

It worked out great. Actually in the market for new furniture that's what led me to here.

Anonymous
#667021

West Elm terrible customer service. No follow-through by West Elm, no returned phone calls by West Elm either from customer service associates or from supervisors.

My West Elm order seems to have disappeared into a giant West Elm vortex never to be heard from with promised delivery date having long expired. No one at West Elm seems to be able to provide a straight answer about when/if my order from West Elm will be shipped.

Sorry I ever ordered anything from West Elm.

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Review
#418838 Review #418838 is a subjective opinion of poster.
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
Anonymous
#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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Review
#414957 Review #414957 is a subjective opinion of poster.
Loss
$559