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

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: West Elm Cover.

Had an Experience with West Elm?

Write a review


Terms of Service
Post Comment

You May Also Like

West Elm - Item Damaged After Purchase West Elm "Disappointing customer service. I bought a great floor model buffet only to have it damaged by the employee who loaded it in my car. After sharing my story and pictures,..." Read more West Elm Emmerson Dresser Review from Coatesville, Pennsylvania West Elm "I order the Emmerson 8 drawer dresser in April. They don't tell you that it is going to take over a month to arrives. It finally arrives in June! We..." Read more West Elm - Delivery Service Review from Takoma Park, Maryland West Elm "Poor delivery service. Delivery team assembled a bed I bought. Stripped all the screws. Bed was not level, not sturdy and uneven. I have been trying to work with customer..." Read more West Elm - Totally different color than on web page West Elm "I ordered 4 bar stools from west elm and when I received them the seat colors are totally different than in the web page and on a model in a..." Read more Rodan and Fields - BEST on the market! Rodan and Fields "Totally worth the investment. Use sparingly and you won't have any issues. If you're having problems, you're using too much. One swipe at night. It's so easy. My eyelashes have..." Read more DON'T RENT FROM AMERICAN HOMES 4 RENT! American Homes 4 Rent "Rented from AH4R for two years (2015-2017) IN Powder Springs, GA and they are horrible to deal with. Your rent is going up every year without fail and they are..." Read more Adventure RV - AVOID AdventureRV.net Adventure RV "If anyone is in the market for RV parts, I would STRONGLY DISCOURAGE you from dealing with AdventureRV.net. I recently had one of the worst customer encounters of my life..." Read more Crossroads Rv - 2013 crossroads elevation Crossroads Rv "Nothing but issues with this unit. 2 Lippert slide out motors on main slide burned up in years 2 and 3 of owning toy hauler. Fuel pump motor for on..." Read more