Philadelphia, Pennsylvania
Not resolved
1.9
Details
Advertised vs Delivered
Customer service
Delivery Service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Product or Service Quality
Reliability
Style and Design
Value for money
Website
1 comment

Regarding an order I placed on July 25th and currently delayed until potentially December 6. I had no option of ordering an "in stock" item -- they were out, nationwide. The custom fabric choices were all that was left.

Within 12 hours of leaving the store, I changed my mind on the fabric choice. I was told via phone that production of the couch had already started. For that reason, they would have to charge me twice & then refund me at a later time. This issue is now resolved after hours both at my local Philadelphia store and with a phone representative.

Lastly, I am now being given notice that the couch will continue to be delayed from an initial email stating Nov 1 to Nov 15th, to Nov 22 to Dec 6th. This is nearly 5 months from my time of ordering. When I called asking if I could get any more information regarding the delay, I was simply told “that’s the way it is, sorry.”

I hope to never purchase another item from West Elm after all of the difficulties I’ve had with this singular couch, and to advise family/friends of the same. I am truly sorry this is the experience I’ve had.

Product or Service Mentioned: West Elm Customer Care.

Reason of review: Poor customer service.

Preferred solution: Either delivery of a couch sooner (one that perhaps may be in stock) or a sincere price reduction or assertion of a genuine delivery date (versus an ever-changing one).

West Elm Pros: Design aesthetic.

West Elm Cons: Lack of respect for the customer, Phone service and delivery.

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Anonymous
#1239226

Of note - it is Nov 11th and I've still received no information about upcoming shipment...