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I ordered a few chairs and shortly (an hour?) after ordering asked if I can change for another color or not (all in-stock, no custom). I was told no problem - they would cancel and should just reorder. I reordered. Then, I never got cancelled on the original chairs. I...
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#1162305
I ordered a sectional sofa which I received late Oct 2016. The foam was already sagging after 3 months and the fabric is puckering and will not stay taught after 1 month. I called to talk to a wonderful women in customer service but she told me that there was NO...
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#1162023
Went in to buy the plush rug at Avalon location in Alpharetta GA. Katie was only interested in telling me that the rug was sold out. Didn’t want to offer any information of other options. Two of the colors were sold out, however, one was available and until I had asked...
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1.0
#1160159

West Elm - Never buying again

West Elm
#1167065
2.2
Details
West Elm's customer service is a nightmare. I've spent hours on the phone trying to reach a manager, have requested call backs and never received one, and still haven't been reimbursed for items cancelled 2 weeks ago. It's unfortunate because I like the product and spent $9000 on a month, yet will never order from West Elm again.
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Customer service
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Exchange, Refund and Cancellation Policy
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Style and Design

West Elm - Cyber Monday deal didn’t work

West Elm
#1143868
1.4
Details
I entered the cyber Monday deal for free shipping, code “free ride” and turns out I was still charged shipping. I would like a credit back to my card as I feel like a this was a trick to get my order.
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Advertised vs Delivered
Customer service
Delivery Service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
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Reliability
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Style and Design
Value for money
Warranty
Website

West Elm - Questionable retail practices

West Elm
#1142870
1.0
Details
You absolutely do not want to order from West Elm online. As nice as some if their service reps are, they can not help you. West Elm is duping consumers by failing and outright refusing to cancel orders that they cant fulfill. I can not stress enough that this part of WSM should be avoided at all costs. Do not buy from West Elm!
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Advertised vs Delivered
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
Reliability
Style and Design
Website

West Elm - Never again

West Elm
#1130411
1.0
Details
I will never buy from West Elm again online. Worst service ever. Been waiting over two weeks for a refund for a poor quality product. Chased 3 times was told it would be with me last week. Evidently not. Your customer service is appalling. Avoid this company online!!! The worst.
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Advertised vs Delivered
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Value for money
Purchased the Urban sofa sectional. Upgraded to their top of the line fabric. The static electricity in the cheap fabric make it painful to use the couch. a Also, within 3 weeks, the back cushions are completely out of shape. The couch looks like it is years old...my...
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2.2
I liked
  • Design concepts
I didn't like
  • Quality
#1158444
Trying to use reward certificate from a $2500 previous purchase. Called West Elm and was provided a certificate number, which was invalid when I tried to use on line. Called West Elm and Bank for two days, continuously getting disconnected and passed around. Wanted to...
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I didn't like
  • Customer service
#1157232
I was scheduled to receive my media console today via delivery (I paid for shipping and waited for 6 weeks) for delivery. Instead of delivering the media console, I had a voice message from an unknown number that I missed the delivery. No one ran my doorbell and no one...
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I didn't like
  • Customer service and delivery
  • Poor customer service and false advertising on online products
#1154123
I don’t know if this is the right adress to seek advice, but after reading so many bad experiences from customers of WestElm I thought I will give it a try. I was planning to buy the Andes Leather sectional in the color Cement (grey). I went to all 3 locations in NYC...
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#1152311
I ordered. Gift Card on line 12/6 - it is now 12/19 and no gift card - no tracking info and customer service will not call me back. I have been charged for the gift card - so where is it??? The only response I received is it could take up to 28 days!!! Although the...
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1.0
#1151386
I ordered a chair that ups lost so I called West Elm and they sent me a new one and the lost chair was meant to be shipped directly back to the store. However a few days later it was left at my door. West Elm was supposed to pick it up and give me the date ahead of...
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2.3
#1148552
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
Upon sitting in the chair one of legs sheared off exposing defective manufacturing. There is clearly a missed weld or existing crack in the metal that had rusted prior to its finish chrome being applied. I have emailed the company to ask what options they will present...
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Charters1616
Charters1616

Update: Tomorrow will mark one week of emails back and forth I have yet to be provided any options available to remedy this product failure. Additionally, two representatives ...