First we ordered a daybed.It showed up marred with some poor attempts at repair--most likely with white out.

Related: West Elm - Never shopping from them again

I contacted customer service to exchange and they said it would be 2-4 weeks. When I did get a call from the delivery service to deliver the new one, they put me on hold 5 times and told me they couldn't find the merchandise they'd called about. I'm waiting a few days to call back.....but in the mean time I ordered a MATTRESS DAYBED COVER for the West Elm Daybed I just purchased. When the cover arrived, I thought maybe they'd sent me a box-spring cover by accident because it only had fabric on the sides, not the top.

I emailed them to return, thinking they'd made a mistake--they informed me I needed an additional cover for the daybed mattress (no explanation of why this item was called "Mattress Daybed Cover" when it's exactly NOT that). They offered to take it back for $6.50, so I decided to call to ask if I could just return it to the store. Instead of a directory I was told I won a Caribbean Cruise and was given no option talk to a customer service rep--I kept being instructed to wait on the line, but the offer for the cruise was continually repeated with no option to talk to a representative, or do anything other than listen to the offer. After 5 minutes I hung up and called back just in case I got the number wrong.

Same deal. I dug up a different number in my email and called that.

The woman said I couldn't return the daybed cover because it was a discounted item (it wasn't when I purchased it 2 weeks ago), I told her I'd already received an email stating I could return it and she immediately says "oh yes I see that here".I then asked if I could just return to the store and she goes, " you can but they might not accept it since it's a discounted item" I then remind her that I've already got confirmation via email that West Elm will take it back and she replies, "right ok, let me just write that in your notes".....conclusion--West Elm needs to work on their delivery process and customer experience!!

Review about: Mattress Daybed Cover.

Review #512167 is a subjective opinion of a user.

Reason of Review / Monetary Loss Not specified / Not specified
Preferred solution Not specified

Had an Experience with West Elm?

Write a review


Comment as anonymous or
Terms of Service
Post Comment
Be first to start a discussion.

You May Also Like

West Elm - Tillary tufted sofa - poor quality after 18 months! West Elm "We bought our Tillary tufted sofa (all the pieces/full set) Summer 2014 at West Elm's newly opened London store for almost £3000. It was initially delivered 2 months late, and..." Read more West Elm - Avoid the Charm Rug West Elm "I bough the "Charm" Rug, 9x12. Looks great - but it's a terrible product. Not hand-knotted just "tufted", so yarn come out w/slightest pull. There are 1-2cm..." Read more Review about West Elm Urban Sectional from Kansas City, Missouri West Elm "We ordered a sofa sectional back in June. In September the incorrect pieces arrived. In December, 6 months after original order date, we finally got the remaining correct piece of..." Read more West Elm - Review in Furniture and Decor category from Chicago, Illinois West Elm "West Elm's customer service makes empty promises. I purchased a "marble" coffee table that fell apart on its own. When I initially called customer service on April 1..." Read more Rockmart Paint and Body Shop - Negative Review with Mark Townsend Rockmart Paint And Body Shop "ABSOLUTELY STAY AWAY: I used Mark Townsend, owner of Rockmart Paint & Body to paint my classic car. On March 4, 2017 I brought my (el camino) to Mark for..." Read more Regency Furniture - Damage furniture that they dont take the blame Regency Furniture "I waited 1month for all my furniture which i bought dining set, sofa or living room chair with ottoman, bedframe and side table. The driver was so nice and looks..." Read more Amtrak - Horrible customer service and dangerous employee behavior Amtrak "In an attempt to go on what started as a simple family trip from Chicago to St Louis round trip , I was treated horribly and had a nightmare of..." Read more Threads King - THESE BASTARDS CLAIM A 100% SATISFACTION GUARANTEE...BULL. Threads King "This company is THE WORST....run, don't walk from their website. I ordered a bra, they sent me a size A; I'm a D. It took an EXTREMELY LONG time- about..." Read more