West Elm's customer service makes empty promises. I purchased a "marble" coffee table that fell apart on its own.
When I initially called customer service on April 1 and explained the issue, I was told it would be replaced as this was a known issue. At the time, the table was on back order and I was to expect to receive it mid-May. I hadn't heard anything by the end of May so I followed up again with customer service. This time I was told the table had been discontinued - was no one ever going to contact and tell me that?!
The individual who I spoke with assured me she would speak to her boss about getting me full credit & would send me an email with the decision - never received the email. So, I reached out gain to customer service a couple weeks ago. This time, I was told someone would call me to schedule a residential pick-up of my table and when the table was received, I would be issued full credit. It has been 10 days now since my last contact and 2.5 months since my initial contact and yet I have not heard from residential pick-up nor have I received any sort of credit.
This is by far my worst experience with customer service.
I do not recommend anyone purchase furniture from West Elm, especially if you expect it to last. I am just hopefull that the dining table and chairs that we purchased from them recently do not fall apart or else we're screwed out of a lot of money.
Reason of review: Bad quality.