West Elm is positively pathetic. We had a 20 year family reunion coming up and needed a new sectional for the big occasion.
We made the purchase decision based on the fact that we would have at least 10 weeks for delivery. (Company claimed 8-10 weeks for delivery) Called around week 8 and was told we would get a phone call for delivery the following week. Nothing happened so we called in week 9. Was told we would get a call the following week.
Called in week 10 and there was no update that showed the furniture had even been shipped from the manufacturer to the delivery company. Still holding up hope that the furniture would be delivered soon for the family reunion because as anyone knows, these days, it's almost impossible to just buy something off the shop floors. Spent at least 4 hours during week 10 to see if there updates. Nothing, nothing, nothing.
Last bit of information we got was the manufacturer indicated that the sectional would only be ready to be shipped in 2 weeks (that would make it a total of at least 14 weeks since ordered was placed). God knows how much longer it would take for it to be delivered. We had no choice but cancel the order, and we had to purchase a sectional from a West Elm competitor in a hurry, which means we couldn't take advantage of sales, discounts, and coupons. Of course, now that we have cancelled the order, West Elm is not responsible for us so forget about compensation.
At the end of the day, we were suckers whom West Elm strung along for 2+ months, who ended up having to run around town to buy something workable at FULL PRICE. If we knew we had to do that, we could have saved ourselves the grief of having to deal with this god awful company.
I CANNOT say enough HOW DISMALLY PATHETIC and DYSFUNCTIONAL WEST ELM IS so if you are smart, only place your order if you have a great coupon and can wait for a very very very long time; or save yourself the trouble and order from the competitor, or even Craigslist.
Product or Service Mentioned: West Elm Sofa.