San Francisco, California
Not resolved

The bookshelf arrived 1.5 months after I was charged the full price of the item (including shipping fees and shipping surcharge). The book shelf arrived damaged.

The delivery people said that they didn't work for West Elm so I had to call to have people come and pick up the shelf. After 2 weeks and repeated calls, people came to pick up the shelf. Almost a month later, after repeated calls, no one could tell me where my shelf was. On the latest call, I was transferred 4 times, I spent 1.5 hours on hold and talking to reps until someone located the shelf.

However, no one had status on the repair and thus had no eta on re-delivery of the repaired item. I asked for a full refund and was told that I would not be refunded the shipping fee and shipping surcharge.

I will fight this. Order Number: 052219197592

Reason of review: Poor customer service.

Monetary Loss: $843.

Preferred solution: Full refund.

West Elm Cons: Customer service.

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