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West Elm - PURCHASED COUCH

2.2
Details
PURCHASED AN ITEM IN FEB GOT DELIVERED DAMAGED WAS TOLD IT WOULD BE REPLACED BY THE DELIVERY TEAM. ITEM WAS NEVER REPLACED IT IS NOW JUNE STILL NO ANSWERS. WORST CUSTOMER SERVICE. AFTER NUMEROUS PHONE CALLS TO THE STORE AND CORPORATE STILL DONT HAVE A COMPLETE COUCH NOR ANSWERS AS WHEN THE ITEM WILL BE DELIVERED.
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Review
#1547881 Review #1547881 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$4000
Preferred solution
Deliver product or service ordered
2.1
Details
I just ordered on memorial day two sectionals, two coffee tables, two rugs and a chair. But because of online complaints of piling with one sofa, I wanted to return the sofa, rug and chair. was able to cancel sofa but was told that I won’t be able to cancel the rug and...
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Review
#1545133 Review #1545133 is a subjective opinion of poster.
1.9
Details
I really should have learned the first time. Back in 2017, I posted here about the NIGHTMARE it was ordering a couch from West Elm and actually having it delivered. Feel free to read that review here:...
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Review
#1544812 Review #1544812 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Deliver product or service ordered

Damaged Furniture and Absolutely No Response from West Elm

West Elm Customer Service is nothing short of a disaster. I ordered a custom-made sofa. The sleeper sofa portion of the furniture did not work after one-time use. I am now several hours into calling West Elm, sending them photos as requested, getting cutoff, lost in their maze of holding queues. Getting to a manager is nearly impossible. They quote response time of 10 days to even address a problem. Do not buy from this company unless you are willing to deal with their total disrespect and incompetency.
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Review
#1539247 Review #1539247 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$3
Preferred solution
Deliver product or service ordered

West Elm - Terrible experience trying to return RECALLED item

I have been trying for months to get a replacement for my Peggy sofa. It was recalled years ago due to poor quality issues - the quality issues I am having are a whole other story - the sofa is terrible. I have given them all my information but do not have the reciept from my purchase four years ago (of course) and they wont take it back. I've even offered to bring the physical sofa into a west elm store to prove I own it ! Not only have I spent thousands at west elm, I am also an interior designer and have spent thousands on behalf of my clients. Never going to refer them to west elm again after this TERRIBLE customer service - I have the physical sofa in my possession, what else do they need?!!
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Review
#1531805 Review #1531805 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1700
Preferred solution
Let the company propose a solution
West Elm - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
I bought 4 Jardine outdoor folding chairs and a bench 5 years ago. After 3 seasons I noticed black stains on the wood of one chair.. After four seasons the chairs started to loose pieces. This year all the pieces I bought turned into rotten mush and completely...
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1 comment
sandralynndavis
#1673963

Do you have some type of warranty for the chairs? I’m just a little confused since it’s been so long since you bought them.

Things wear out and need replacing sometimes. It would never occur to me to take a five-year-old purchase back to the store and expect them to do anything.

Review
#1516251 Review #1516251 is a subjective opinion of poster.
Reason of review
Bad quality
1.0
Details
I purchased a dining room table and chairs January 1, 2019. The staff at the store were great helping me pick out the furniture and placing my order. The table was delivered on time, set up and looks great. The problem is I have a table and no chairs. I knew initially...
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Review
#1499549 Review #1499549 is a subjective opinion of poster.
2.2
Details
My wife and I purchased the Henry Sleeper Sofa from West Elm less than a month ago. We spent a considerable amount of money on the couch, only for it to begin sagging less than a week after we got it. Now there are multiple dips in the seat cushions. Furthermore, there...
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2 comments
ScientificFinWhale616
#1699281

Any resolve with west elm. We have same problem with our henry.

Its BS. Please lmk as i am going to start complaint with west elm

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Review
#1493730 Review #1493730 is a subjective opinion of poster.

West Elm - Defective merchandise and worse customer service

1.0
Details
ordered a concrete table that cracked within a few months. multiple phone calls I finally received an email to send photos. Another long wait to have it picked up. I was told I would be refunded when I refused a replacement. WE NEVER calls you back. I made at least 15 phone calls, talked to 4 supervisors, all of whom told me different things, each telling me the last person was WRONG! the last one told be too bad, all I could get was a merchandise card. I don't ever want to go into this store again, let alone spend $800 + there. This has to be the most frustrating experience I have ever had with a store. You wouldn't think such a large corporation would be such penny pinching misers, particularly when its merchandise is no good.
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Review
#1485618 Review #1485618 is a subjective opinion of poster.
Cons
  • Quality
  • Knowledge of customer service
  • Customer service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$822
Preferred solution
Full refund
Tags
  • Terrible Customer Service
  • Poor Quality

West Elm in West Van Lear, Kentucky - *** merchandise and they don't stand by it

Ordered a concrete table. Cracked within a few months, poorly made. Called, told I would get a refund when I refused a replacement. Got a merchandise credit. called multiple time, put on hold, given multiple different reasons for not getting a refund, each one telling me the last person was wrong! Spoke with 4 different supervisors. The last one basically said tough luck.
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Review
#1485614 Review #1485614 is a subjective opinion of poster.
Cons
  • Lack of taking responsibility for their mistake
  • Customer service and delivery
  • Post-sale service