Arlington, Virginia
Not resolved
Customer service
Delivery Service
Exchange, Refund and Cancellation Policy
Product or Service Quality

I ordered a back-order rug online and called in the next day to cancel the order. I was told the order was cancelled by the Customer Services.

However, a couple of weeks later my credit card was charged for over $500 and I received the shipping notice that the rug was shipped. I called in again and was told that there was no record that the order was cancelled, but they can cancel the order then and make an arrangement to pick the rug for free. It has been 17 days since the rug was picked up with no refund.

I called in again and was told that there was only a record for requesting the pick-up, but there was no record for tracking and the return status. Apparently West Elm has a poor system in place that could not coordinate the transactions, and they don't know what they are doing.

Product or Service Mentioned: West Elm Rug.

Reason of review: Poor customer service.

Monetary Loss: $520.

Preferred solution: Full refund.

West Elm Cons: Customer service.

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