Miami, Florida
Not resolved
Advertised vs Delivered
Customer service
Delivery Service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money

On 9/5/16 I ordered 3 items for my new office at the store: a rug on sale ($179.99), a desk ($449.25) and an upholstered chair ($561.75). Charges for delivery of two biggest items $100, plus shipping ($119.10) plus taxes ($98.71). Grand total: $1,508.80.

I decided that I wanted to cancel my order two days later because it was too much money. I was able to find very similar furniture online for much less at a great quality. Plus, the extremely expensive desk was in back order for 2 months and the upholstered item was apparently built from inside out and I wouldn't receive it until Nov. I needed furniture right away. I was told that the rug was a final sale item and it was delivered. I was able to cancel the desk. The chair; however, was a no-cancel item since it was upholstered (even though I called just two days later). The fact that the chair takes two months to be built, shipped, and delivered tells me that not a finger had been moved and no money had been paid to any employee to start the process of building this chair. But still, no one could cancel it.

What's more upsetting; the original price of the chair was $561.75 and I ended up paying $711.46 when shipping and handling and delivery charges were added. The rug ended up costing me $215.06 between taxes and delivery. These are extremely high and unreasonable prices. No one should have to pay delivery PLUS shipping and handling when the item prices are already so high. 10% delivery charges are ridiculously high! Most companies have a flat fee. Customers should have a reasonable time window to cancel the order for upholstered items given that they take two months to be delivered (a week sounds fair) since apparently they are custom made. Online it says Non-returnable and that makes perfect sense, but non-cancelable??? People can change their minds and they should be given the opportunity to cancel an order within a reasonable time. This was not a final sale item. West Elm lies to their customers and are not helpful at all to better serve us. West Elm is too rigid with their policies and very unwilling to help.

West Elm: I will not buy from you ever again. I will close my account effective immediately. I will make sure no family member or friend buys from you again. This company has left me a very bitter taste.

Product or Service Mentioned: West Elm Chair.

Reason of review: Return, Exchange or Cancellation Policy.

West Elm Pros: Furniture look, Fabric, Design.

West Elm Cons: Prices, Customer services, Delivery fees, Surcharges.

  • West Elm Overpriced Items
  • Ridiculous Surcharges
  • High Delivery Fees
  • Negative Customer Satisfaction
  • Stiff Policies
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