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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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Review
#362300 Review #362300 is a subjective opinion of poster.
Loss
$500
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...
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1 comment
Anonymous
#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.

Review
#362018 Review #362018 is a subjective opinion of poster.
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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#350438 Review #350438 is a subjective opinion of poster.
Loss
$400

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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Review
#350367 Review #350367 is a subjective opinion of poster.
Loss
$100

Update by user Sep 04, 2012

West Elm came through for me. My sofa was finally delivered around August 14th.

I made contact with Williams Sonoma and found a personal contact within customer service at West Elm.

They called me and updated me until my sofa was delivered. Also gave me some store...

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Review
#336756 Review #336756 is a subjective opinion of poster.
Loss
$2300

West Elm Does not Honor Advertised Prices

In their most recent catalogue West Elm No 7, the company posts a red circle of up to 30% off special on their Montauk Nest Chair. This same item sold 2 years ago for $499 and for unexplained reasons their price jumped $300 to $799!!! Within in the last few months the item has sold for $679. Now in the most recent catalogue they have the old price but appear to offer the chair for additional 30% off. When you call they say, "if you read the red circle we are offering 'up to 30%' off on outdoor furniture but they are really not offering you anything new than was seen in their earlier catalogues. This was escalated to supervisor who was unwilling to honor the apparently advertising price. It is very misleading and they are not willing to stand behind what their advertising would appear to say.
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Review
#327391 Review #327391 is a subjective opinion of poster.
Loss
$300

West Elm - defective manufacturing, no recourse

I purchased a West Elm "computer cabinet" from a retailer as part of a "move and redecorate" project. Well, I ended up not moving, not redecorating, and waited 2 years (!) before starting to assemble the thing. Halfway through we found an obvious manufacturing defect and are unable to proceed with assembly. West Elm will not touch it because it was bought somewhere else and they have no record where it's been since it left them. The other retailer will not touch it because it is more than 30 days since it was purchased. So buyer beware: West Elm will not stand behind their manufacturing quality over time. Even when the product was made and branded West Elm.
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Review
#291261 Review #291261 is a subjective opinion of poster.

My West Elm order was placed 2 months ago...

I ordered the Tillary couch from the West Elm website during Black Friday. The fabric type and color I chose was supposedly in stock but 2 weeks later I still didn't hear anything from them. I finally called customer service and they said that the couch was still in production! WTF, I specifically chose the in-stock because I wanted extra seating for the holidays. It would take another month for them to ship it to their warehouse. I had to clarify if they were going to contact me to set-up the delivery time as well. The customer service person on the phone told me that UPS was going to deliver my couch to my apartment. The website said it was an in-home delivery. Another WTF. There is no way that UPS would have delivered the couch up the stairs to my apartment. They need to train their operators better about the delivery services because when I talked to customer service a month later to check on the order, they said the couch would be an in-home delivery. *sigh of relief* I had to call customer service a third time after two months had passed and still no couch. Apparently, the Tillary couches were already at the warehouse but no one had called to set-up a delivery. I am annoyed beyond belief at this point. I ask the customer service person to use my other credit card instead of the original one since they didn't charge it yet. She said she couldn't do it which is understandable, I guess. West Elm already screwed me on the couch since I didn't have it in time for the holidays. They couldn't accommodate my one request. I was just fed up with the whole thing so I just cancelled my order. After reading this website, I'm glad I did cancel the couch. I would have been a piece of *** after a couple of months. Sorry, West Elm, your furniture is not worth it. Blah!
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1 comment
Anonymous
#580987

Ordered a table that hasn't arrived and customer service tells me is on back-order although the website did not show it as a back-order item. Customer service at West Elm is awful, you get different stories depending on who you talk to.

In-home delivery is even worse, a foreign lady leaving us messages that we can't figure out from the heavy accent. I'm going back to Crate and Barrel who really excels in customer service and satisfaction!

Review
#290750 Review #290750 is a subjective opinion of poster.

West elm worst cutomer service ever

ordered a sweatere rug five weeks ago and after numerous calls to them and hours of useless (uninormed and lying) service reps told me the rug had been lost twice in shipping and after promising toi send it overnight via air, a week later, they still can't locate the new rug. three times was not a charm. i finally cancelled the order, and the rep still would not put me on with a manager. we were about to place a HUGE order with them, but will now take ALL future business elsewhere and never set foot in there again
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Review
#283152 Review #283152 is a subjective opinion of poster.
Loss
$500
You probably think "solid wood furniture" means it's crafted from solid wood, right? Well, apparently not at West Elm -- it means it is not "hollow wood." Like a hollow closet door. That's right, think of all that hollow furniture you've almost bought in the past -...
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1 comment
Anonymous
#523462

I ordered a Henry sectional in June 2012. They claimed it was on backorder until June 29.

It's now August 3rd and still no sofa. Customer service gives me the runaround claiming their supplier hasn't been able to fill. I have called once a week only to be told it is shipping soon. Today they are saying Sept 26.

I will never do business with them again. Will be getting a refund and moving my business elsewhere.

Review
#283108 Review #283108 is a subjective opinion of poster.