Furniture arrived damaged/missing parts PLUS! a turtle could circumnavigate the globe faster than a West Elm furniture shipment
*Late June 2014: ordered desk online
*Late July: Desk arrived--pieces missing, part damaged. Was supposed to come by In-Home delivery (team assembles it for you) but instead UPS left boxes on doorstep. One of them weights at least 60 pounds.
*Replacement promised by August. Company insists on resending all three boxes, despite the fact only one (not the 60-pound one) can conceivably hold large missing part
*Late Aug/ early Sept. Delays; repeated phone calls and emails to find out problems.
*A week ago: Called corporate office and someone there sez they'll take over case but since I had talked w/credit card company which mistakenly removed payment now I have to pay West Elm again. OK, fair enough.
*I immediately call credit company to ensure they are paid. I have proof the payment occurred a week ago.But today West Elm says credit copmany didn't pay them and says they won't deliver desk and that it may take 45 days for them to be repaid. OK, Fine, keep your replacement desk, West Elm; come take the damaged one and we'll all be fair and square.
Thank You for Your Reply! We are processing your message.
Comments
Please avoid publishing any personal information and promotional content
I don't know why my entry showed three stars for West Elm. I'm pretty sure I attempted to give it only 1 star (the system would not allow no stars).
Believe me, I give them no more than one star. And that goes to the person who corporate who attempted to solve the delivery problem, but the issues are obviously too engrained in the company.
The rest of this story: In late October, West Elm delivered the replacement set -- and the same part that had been missing from the first set was also missing from the replacement set. Everything -- damaged part, old set, etc.
-- went back to West Elm since the desk couldn't be assembled without the missing part.
So, after four months, and approximately 10 hours worth of emails and phone calls, no desk.
Back at square one. Think more than twice before you order furniture from West Elm.
I've had similar issues with several of their items. It appears that this issue is across the board with West Elm products and customer service. On top of being overprices, I was told that these items are being shipped from overseas to their warehouses in the US.
I am proud to say that since I had this problem with West Elm in 2014 I have not ordered a single thing from them or ever entered a store. I committed to being done with them, and am done.
Me too!