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Our couch was delayed numerous times. 5 months after order, the wrong color was shipped.
We sent it back. The replacement order faced further delays. We finally received the correct couch 9 months after we ordered. Customer service was very disorganized (not the fault of the people answering the phones - the data systems are terrible).
We spoke to customer service ~10 times throughout this experience. Typically, the call would end abruptly before the conversation was over, or we would get transferred to someone and have to start over. Their system also showed that the incorrect couch was delivered (even though we sent it back), which caused our replacement delivery to be delayed. Once we got the correct couch, I had to call customer service because they charged us the wrong amount for the couch, and they did not apply discounts or free shipping that were promised.
We had to take detailed notes of each customer service call to make sure everything was completed.
They need to get their stuff together. This was completely horrible.
User's recommendation: Don't trust the estimated delivery dates and don't expect good experiences with customer service.
Product or Service Mentioned: West Elm Sofa.
Preferred solution: Let the company propose a solution.
West Elm Cons: Fact that i cannot get my furniture and no one can help me, Very late delivery, Misleading, Customer service experience was terrible.