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Extremely Late Delivery, unhelpful customer service, no satisfactory compensation

West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
I ordered a sectional, two tables, and some other stuff for my new apartment in December 2019! There were plenty of fabrics available for the sofa, but because I wanted to have my sofa soon, I skipped my favorite option, and Briana helped me to choose a fabric that was supposed to be delivered in mid-February 2020. My wife and I were so excited about it, and she even got the west elm credit card for this and future purchases. The initial delivery time period was February 7 to February 21. About February 14, I noticed that the status of the sectional is still "Custom Build Scheduled," meaning that the building process had not started yet! I called the customer service, and I was told that probably it's only a system update issue, and I should wait until the end of that period. At the end of the initial period, the delivery time was updated and pushed for one whole month!!! I was really shocked and called the customer service again, but I was told that it's beyond their control. I even called the warehouse to see what the problem is, and they did not help me. I think I called more than 20 times and talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that it's not under their control, and they will make some calls and return to me, which most of the time didn't happen. The only thing they did was sending the two tables (which I could have a month before if there was no sofa!) that I ordered and were kept for the sectional to be delivered at the same time and waving the shipping cost. The tables were delivered on February 25, but they could have been delivered at least one month earlier if they (people in charge) knew about the delay in building the sectional. I even asked them to cancel my order if they cannot guarantee that it arrives by the new estimated time, but they told me that it is a custom-made order, and I cannot cancel it. Finally, I could contact Carolina, who is a supervisor in customer service. She told me she would investigate the case to find out what is wrong and when my sectional will be delivered. On March 12, she called me and told me that the item will be ready in a week and will be in the delivery center one week after that (March 26). The week after that I called the delivery center, they told me they have the sectional, and they scheduled my item to be delivered on March 31. But a couple of days before that, I received a call from the delivery center saying that the item is still at the distribution center, and they canceled my scheduled appointment. The estimated delivery date also changed for the 4th or 5th time, showing that it will be delivered from April 2 to April 16. I called Carolina again, and she told me that one part of the sectional had arrived, and the second part is in Georgia and will arrive soon. I waited for one more week and contacted the delivery center again; they told me they could schedule an appointment for April 9 because the second part has left Georgia and will arrive at the delivery center soon. However, on April 8, they called me and mentioned that the second part had not arrived yet, but they can deliver one part only. That was my only option, so I accepted it. The second part was delivered on April 16, which was exactly two months after the initial delivery time. During these two months, I contacted people in West Elm about 30 times. Every time I was told that they could not do anything at this moment and I need to wait for the sofa to be delivered for the compensation. They kept saying that the delivery time was estimated and not guaranteed. But this extremely wrong estimation convinced me to purchase my sofa from West Elm, shouldn't they accept their fault? They even didn't notify us by email for most of the delivery delays, and we had to check the status of the item every day! I really expected reasonable compensation that can mitigate the significant inconvenience that I have experienced during these months. I contacted Carolina on April 16, but she didn't answer my call, I contacted her again on April 17 and talked to her for more than an hour. She told me the most she could do is giving me $275 on top of the $237 that was issued before (overall, about 20%). The discount that they gave me already can be found on their website! So, long story short, I ordered a sectional about four months ago, the delivery time was postponed several times, no one helped me about this, I couldn't cancel my order, I had lots of worries and discomfort about this purchase, I cannot like my sofa as I could initially!, and I would have never purchased a sectional from West Elm if I knew about this.

User's recommendation: Don't buy a custom-made item from West Elm, the time estimations are not in accordance with reality!

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ID
#1875754 Review #1875754 is a subjective opinion of poster.
Cons
  • Unhelpful customer service
  • Product ordering misleading
  • Very late delivery
Preferred solution
Price reduction
New Reviewer

HORRIBLE CUSTOMER SERVICE

THE ABSOLUTE WORST CUSTOMER SERVICE EVER. Tiffany, has a very unprofessional attitude and would not let me speak to a manager.
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ID
#1863913 Review #1863913 is a subjective opinion of poster.
Loss
$335
Preferred solution
Price reduction

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New Reviewer

DO NOT SHOP HERE

I Purchased several curtain panels from store in the full priced section. Out of the 5 I purchased one of the panels were a different pattern to try in my home. there were several of that pattern in the full-priced section. I paid for all merchandise with no one telling me the one panel was not returnable and there was no marking on the packaging. I went to return it and was told it was a final clearance item and could not be returned. the item in not final clearance on the website but the store has made it a final clearance item. They refuse to take it back or give me store credit. Customer service rep "Lisa" was unwilling to help and refused to let me speak to a manager. This is not a mistake made by me-it was not in clearance not marked clearance but the receipt in small print shows it is non-returnable but they already had my money at that point!!!! I will NEVER shop with them AGAIN!!
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ID
#1798102 Review #1798102 is a subjective opinion of poster.
Pros
  • Great merchandise
Cons
  • Extremely poor customer care and service
Loss
$80
Preferred solution
Let the company propose a solution

Horrible online experience!!!

I want to start with the customer service people are wonderful. They are doing their best with what they can. I have never experienced as much trouble with an order and return. They cant even send an invoice true to purchase. Sent items not ordered and did not apply discounts to eligible items. Overall, DO NOT order online from them. The invoices do not match the items shipped. It is beyond a cluster f$@?!!!!!!
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ID
#1774027 Review #1774027 is a subjective opinion of poster.
Pros
  • Telephone customer service reps
Cons
  • Invoicing
  • Online ordering
  • Refunds

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New Reviewer

Don't buy their wool rugs

West Elm - Don't buy their wool rugs
West Elm - Don't buy their wool rugs
West Elm - Don't buy their wool rugs
I bought their Reflections rug that clearly says "shed resistant". "Shedding of loose fibers is normal with new rugs. Shedding will diminish with regular vacuuming, typically within three to six months." B**S**t - this rug has been shedding since the day I got it. I thought after a few months it would stop but NO it continues to shed EVERY DAY. So unless you want a rug that acts like a pet then I DO NOT recommend the rugs at WEST ELM. Beautiful but not desirable.
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1 comment
#1880749

Hi is this the reflections cool multi Color polyester fabric? Is it possible to send me some photos of the rug.

I was actually considering purchase but now unsure. My email is marcin087@***.com

ID
#1769356 Review #1769356 is a subjective opinion of poster.
Product
West Elm Rug
Pros
  • Look of item s
  • Product design
  • Furniture look
Cons
  • Quality of product
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
Let the company propose a solution

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New Reviewer

Sofa Fabrics “pill” immediately

West Elm - Sofa Fabrics “pill” immediately
Weve had our West Elm sofa for just three months and it gets very little use. So I was shocked to realize the fabric is rough and pilling all over the seat cushions. Ive owned sofa bought for far less from World Market and Costco and never had this occur. LOVE West Elms designs but its very sad and disappointing to learn they are continuing to use such problematic fabric.
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ID
#1756617 Review #1756617 is a subjective opinion of poster.
Product
West Elm Sofa
Pros
  • Design
  • Style of the furniture
Cons
  • Quality of materials
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

I need tge HR dept human resources iffice

The manager is unavailable # 1. Nobody knows how to reach HR clueless #2 Kept me on hold for 39 minutes so I hung up because I got it they dont want to deal with me #3 Disfunctional Sad..
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ID
#1744277 Review #1744277 is a subjective opinion of poster.
Location
Henderson, Nevada
Service
West Elm Customer Care

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New Reviewer

Resolved: Think before buying their flannel bedding

West Elm - Think before buying their flannel bedding
Update by user Dec 17, 2019

West Elm exchanges. Thanks!

Original review posted by user Dec 17, 2019
I purchased a flannel duvet cover which set me back $150 and after washing just once as per the instructions on the label, it pilled so badly that it looks and feels terrible.
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Resolved
ID
#1735075 Review #1735075 is a subjective opinion of poster.
Location
Manhattan, New York
Pros
  • Style of the products
Cons
  • Quality of products
Reason of review
Bad quality
Loss
$150
Preferred solution
Replace with new duvet, if available or receive full refund. Perhaps it will help you be even more delicate in washing than specified on tag.
New Reviewer

You never know when you will receive your order

I Bought sofa in August. This December and I am still waiting... I have been calling their customer service several times, but nobody can help. The only thing they told me is wait. But they are very good on charging you even you dont know when you will receive your order.
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ID
#1727135 Review #1727135 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
New Reviewer
We received our couch a little over two weeks ago after waiting longer than quoted for it to be delivered, by day 5 I already noticed pilling in the fabric. We spent a good amount of time at the store choosing a fabric that would work for our home. The customer service...
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ID
#1720916 Review #1720916 is a subjective opinion of poster.
Pros
  • Like the sales associate that assisted me
  • Design
Cons
  • Quality of product
  • Misleading sales advice
Reason of review
Bad quality
Loss
$2200
Preferred solution
Full refund
New Reviewer

Go elsewhere, there are so many other companies out there that sell the same.

Needed to cancel an order before it shipped, no shipping label had been issued yet, 12hrs after in store purchase. The “leadership team” member, Mike, that I waited 43min on hold to speak to, rudely told me, slowly ...as if I were a five year old, that “he could not help me and even though the order has not shipped” I would have to wait for it to ship and then contact UPS myself so that I can have them reroute it back to sender for a charge of $25, even though it hasn’t even left the sender yet. I then will lose another $63 shipping cost when I get refunded...even though it hasn’t shipped yet it and does not even have a shipping labeled even issued yet. Is this a scam of some sort? They are supposedly eco minded and then they are going to use resources to ship this rug all the way to California, only to send it back East. AND CHARGE ME EXTRA to do it!! Oh , I forgot to mention that the rug and pad shipped separately so I will incur another $25 charge!!! Total in this debacle $113 wasted on a company that is not Customer Oriented at all!!! Never again, I am through with West Elm. Worst rude customer service!!!
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ID
#1714598 Review #1714598 is a subjective opinion of poster.
Service
West Elm Customer Care
Cons
  • Leadership team contact mike extremely rude
  • Quality of products
  • Inability to cancel order when item had not shipped yet
Reason of review
Refusal to cancel order when the item had not shipped yet, it even had shipping label attached.
Loss
$113
Preferred solution
Refund the shipping cost !!

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Verified Reviewer
New Reviewer
Unless you plan to keep your couch in an unused part of your house, do not purchase the Andes sectional. The Andes couch is absolutely abysmal. I hate this couch so much and it makes my upper back sweaty thinking about how much money we wasted with this piece of crap....
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1 comment
#1816769

I also have this couch and hate it! The most uncomfortable couch, and it’s only 2 years old. So disappointed.

ID
#1713208 Review #1713208 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Bad quality
Loss
$3
Preferred solution
Replace the couch
New Reviewer

DO NOT BOTHER!

ONLINE ORDER - Horrible customer service! Delivery and return pick up is a nightmare. My order was shipped out in August and I received it in October. I WANT TO return the item - BUT NO ONE AT CUSTOMER SERVICE HELPS!!!!! I HAVE BEEN WAITING OVER A MONTH!!!! I just want my $2000.00 dollars back! Please come and pick up the unite!!! And give me my refund! NEVER SHOPPING HERE AGAIN!
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ID
#1707960 Review #1707960 is a subjective opinion of poster.
Service
West Elm Delivery Service
Reason of review
Poor customer service
Loss
$2000
Preferred solution
Full refund

9 months and still going

West Elm - 9 months and still going
West Elm - 9 months and still going
West Elm - 9 months and still going
West Elm - 9 months and still going
Original order came. oLegs did not match. oThe sectional is not the distressed Velvet mineral gray, but instead a green color when compared to the correct color of the ottoman. (See photo Exhibit 1a) oThe corner piece sat lower than the rest of the sectional. (See photo Exhibit 1b.) Second order. oRefused the delivery since the color was still off. Delivery team also took pictures for their records. Third order. oCancelled over the phone since CSR (recommended to refund the order and reorder in a different color. (Dove performance gray) Fourth order. o4th order was delivered. Sectional did not come in performance grey, but instead the SAME color that was previously ordered despite of refunding the third order and reordering in the Dove performance gray. (See photo Exhibit 1c for color and texture difference.) oOttoman has not arrived. Still have had no updates. Going on four days now. •I added up all my call logs and have had over 25 phone calls with West Elm. Some were dropped calls after being on hold. •I added up my call hours too. I have spent approximately 26 hours on the phone in total trying to resolve this in the span of almost 9 months. One of those calls being almost 4 hours. (See photo Exhibit 1d) That's almost 1 year that I have dedicated to this chaos. •Promises of call backs from CSR's and even Managers, apologies of getting the order wrong, being assured it will be corrected. •Asked for a discount for all my troubles, but was simply told "no" on the phone. •Went to social media to escalate my issues and it was only then, that West Elm actually contacted me. •Was told a few days ago •As a former 5 year employee for Williams Sonoma and experiencing world class customer service first hand, this has been a very disappointing experience. •Update, they just charged my credit card $602.40 and I have no idea why
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ID
#1701218 Review #1701218 is a subjective opinion of poster.
Service
Sofas And Sectionals Advertisement
Cons
  • 9 months
  • Wrong color
  • Over charged
Reason of review
All of them!
Preferred solution
Let the company propose a solution
New Reviewer
West Elm - Disastrous and distasteful
My wife and I were looking around for a little while for new furniture being we were moving into a new place. Being that the majority of the furniture we’ve previously ordered was from wayfair, Amazon, etc., we became a little spoiled of the extreme quick delivery...
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ID
#1671368 Review #1671368 is a subjective opinion of poster.
Pros
  • Style of furniture
  • Style and design
Cons
  • Delivery
  • Everything else
  • Customer services
Reason of review
Poor customer service
Preferred solution
Price reduction