Advertised vs Delivered
Customer service
Diversity of Products or Services

We received an online coupon for "20% off entire order" and read through all exclusions, which included west elm collection, everyday values and others. We traveled to the store to make a $5000 purchase from the Urban Collection, which was NOT on any exclusion list.

The store manager told us through the sales clerk that "ALL furniture is excluded". We reviewed the exclusions with the sales clerk and she rechecked with the manager but returned with the same message that ALL furniture is excluded, we just didn't look carefully enough. SO, we looked at all exclusions again and it did not exclude ALL FURNITURE from what is essentially a furniture store. We called customer service and she told us that, yes, furniture is excluded.

To obtain a furniture discount we would have to have a coupon stating "furniture included".

She offered to place an online order for us then but we informed her that we will remain non-customers of West Elm as a result of this false advertising and advise that you do the same. Why trust them with thousands of dollars on a custom order when they mislead so badly on their emails?

Product or Service Mentioned: West Elm 20 Percent Off Coupon.

Reason of review: Not as described.

Preferred solution: Let the company propose a solution.

I didn't like: Poor customer service and false advertising.

Company wrote 0 public responses to the review from Mar 23, 2017.
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