I ordered furniture from West Elm on July 26, 2018, including a bed I was told would be delivered between August 27, 2018 and September 3, 2018. I called on August 27, 2018 and was told it was not yet ready but was going to be delivered to the warehouse that day and I would be able to have it delivered within the next week, which it later turned out was a blatant lie.
When I logged onto my account later that week, I saw that delivery had been pushed back to mid-October. At no point did anyone contact me to notify me of the delay, which is a direct breach of the policy stated on the West Elm website. They are also still offering the product on their website and being delivered in 4-6 weeks, although they are now telling me that the product I ordered over a month ago will take nearly two months from now to deliver. I ordered the product on the basis that it would be delivered within the stated time period and now the company will not let me cancel the order.
Another item in my order was also delivered and I discovered that the delivery company had not assembled it properly so one of the hinges on the door fell off and cannot be reinstalled because the company damaged the wood where it was supposed to be affixed. Despite contacting the company within minutes of the delivery company leaving and discovering the damage, they refused to send them back to fix it and told me I had to deal with their delivery quality team who I was told do not have a phone number and only deal with people via email but have not bothered to respond to any of my emails.
Overall, the customer service from this company has been outrageous and they have exhibited a complete contempt for their customers and zero willingness to deal with concerns on the quality and delays in their orders. Even contacting their customer service team is a nightmare - none of them know the right department so it is not uncommon to be directed to 2-3 different people before you arrive at the right department and to spend half an hour or more on hold (despite the automated message saying the wait time is 2-3 minutes) before anyone picks up the phone.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.