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I have never had such a dreadful quality and customer-service experience in my life than I have had at West Elm. The sofa I ordered literally started coming apart in under a year of purchasing it (I believe they recalled it, eventually).

I returned it. I was told I would get a refund. It has been nine months that I have been struggling to get a refund for that sofa. New human beings come into the world in the time it's taken West Elm to be an epic fail on giving me my money back.

I've spent hours on the phones with a variety of customer service agents, who are, to be honest, very friendly; however, they're incompetent. No refund via my credit card, as promised. No refund via check, as promised. Nothing.

They gave me the run-around and have, at this point, stolen my money. I would absolutely NOT recommend West Elm.

Product or Service Mentioned: West Elm Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $900.

Preferred solution: Full refund.

  • Consistently Screwing Up
  • West Elm Awful
  • Terrible Service
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