West Elm - DID NOT RECEIVE ITEMS ORDERED

To make a long story short, about 40 plus hours of my and my husbands time has been spent contacting West Elm regarding my ongoing issues, and despite asking to speak to one consistent West Elm employee regarding these ongoing issues, we have spoken and been redirected to several different associates (including but not limited to the following people: Dianne F., Jessica O., Ashley H., Amber T., Lisa, Jamella M., Treshia, Melissa M., Kimberly, Brittany A., Cassie M., Jelani S., Roy Perez, etc.), one terribly rude and aggressive customer service agent named Treshia M. Davis who claimed they were in a leadership role even though I asked to speak to a supervisor and not anyone below them, and then finally one supervisor (Lakesha McCall) after repeated requests to speak to someone higher up.

Lakesha guaranteed she would call me daily to update me on the credit and arrival of the correct chairs, however she refused to email me a summary of our conversation and put this in writing. I also requested to Lakesha McCall, the supervisor, that she listen to the audio recording of my calls to hear how mistreated I was by Treshia, a member of the West Elm leadership team. Treshia literally made me cry while speaking to her because of how mean and nasty she was, and all I was asking for is the money that was owed to me and the correct chairs in a set costing us nearly $4,000 (all of which we paid in full already). Lakesha McCall, the supervisor said she was now in charge of this situation and she was finally able to issue our credit in August, and she said she would release the chairs for delivery, while sadly telling us that the chairs we were supposed to receive on July 13th were not ever released.

Lakesha also blamed the previous agent for messing this up in our conversation, however there were endless amounts of issues that have been ongoing, so it felt like a cop out. At the time I spoke to Lakesha, she could not provide me with an expected delivery date at this time, but reassured me she would keep me posted regularly. Sadly, Lakesha never called me back after this conversation and I had to reach out to West Elm several times to verify that these chairs were still coming. On August 10, after not hearing back from anyone via email and after waiting on hold for another 45 minutes, I spoke to Roy Perez, who sounded sympathetic, and he confirmed my chairs were in route and expected to be delivered on August 16th.

He also stated that he would call me on the afternoon of August 16th to confirm I received the correct chairs and offer me compensation for my headache with West Elms customer service. On August 16th, the delivery came and the same WRONG colored chairs arrived. I refused the delivery and requested proof of this via email, which I have in my possession. Also, on the afternoon of August 16th, Roy Perez never contacted me to ensure I received the correct chairs and offer me compensation as promised.

At this point, we want a refund for the matching chairs we never received. West Elms customer service is absolutely poor and nonexistent. Their business and organizational hierarchy does not support customers actually receiving items that they paid good money for and definitely does not ensure comprehensive customer service especially when troubleshooting issues that occurred due to their own mistakes. I also have all of these correspondences documented via email (except Lakesha McCalls since she refused to email me) as well, so I can provide ample proof of this ongoing issue, in addition to requesting you access the recorded calls.

It is now August 17, 2022, which is more than THREE MONTHS after my initial order for an outdoor table and I still do not have the correct chairs I purchased and the summer is almost over, so the table and chairs cant even be enjoyed for the season since we live in Chicago. The amount of time and emotional stress this has caused my husband and me is quite significant, and definitely not deserved after placing an order amounting to almost $4,000, for items that were supposed to arrive at the beginning of the summer.