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Updated by user Jul 25, 2022
It is now the end of July 2022, and still no resolution. West elm has stopped responding to my emails and whenever I call they say they will have to escalate to a manger who will call me back, and then never does.
I have received my couch but all of the cushions do not match/are different sizes and textures, which is weird.
They sent me a replacement cushion that was a) broken at the seam with a giant hole I had to sew to keep the feathers in place and b) way too big to fit in any of the cushion covers anyway so basically useless. I am APPALLED that this still hasn’t been resolved.
Original review posted by user Mar 21, 2022
I ordered a sectional at the end of August and was told it would arrive by the end of October initially, then it changed to end of November. Now it is mid March and the couch is STILL lost in transit.
They sent it to the wrong place! The couch was meant to be delivered to Florida (and apparently was shipping from NC), but instead they sent it to California, then Utah, and then after I called at least 15 times they are rerouting it to Florida and even lied and said they would expedite it (but instead they sent part of the couch that arrived weeks ahead of the other part so it is not able to be delivered). All they can offer for compensation is some store credit, and only AFTER the couch is delivered (which it may never be at this rate). I paid $4,000 for a couch and have been waiting almost 6 months for it arrive,4 months past the estimated delivery date and received NO updates on its status or delivery except from my tri-weekly phone calls over the past 3 months.
I have talked to over dozen different customer service representatives and they all give different/conflicting information (if they give any at all, some have just transferred me to numbers that dont answer and then hang up!). No one knows anything and some of them try to act reassuring like Ill make a note and theyll expedite it or Ill make send an email and call you with an update but they NEVER actually do that or follow up. Just a lot of incompetence, blatant lies, and zero accountability. I dont want compensation for a 6 month delay due to their own incompetence in the form of store credit!
I never want to shop with them again!
To add salt to the wound, the representative I spoke to today informed me that I would have had my couch by Christmas (still a month late) if they hadnt screwed up the shipping, but instead it is now not due to arrive in Florida until the end of March, which means it wont be delivered until the beginning of April. This is absolutely ridiculous
User's recommendation: DO NOT ORDER CUSTOM FURNITURE.
Monetary Loss: $3798.
Preferred solution: Full refund.
West Elm Cons: Customer service which openly lies to customers, Items never arrive, Totally incompetent employees, Shipping delays due to their own incompetence, Lack of communication with customers.
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