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Purchased furniture

West Elm - Purchased furniture
West Elm - Purchased furniture
I purchased 6k worth of furniture from this company a month ago and it still has not been delivered. Went to the store and was reassured all of my furniture but a marble table top from India was available. Just tracked my order and Im being told to wait for another month to schedule delivery. Absolutely the most ridiculous thing Ive ever heard. Im not wasting another penny with this so called furniture store. Totally useless.

User's recommendation: Be aware of the low stock levels and long wait for items ordered.

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ID
#3858762 Review #3858762 is a subjective opinion of poster.
Pros
  • Style
Cons
  • Lack of communication with customers
Preferred solution
Deliver product or service ordered

Terrible Experience - Sectional never delivered

DI bought a sectional more than 4 months ago and it has never delivered. The worst part is that the order tracker says it was delivered I called a few times, and the customer services inform that they cannot locate my sectional in the warehouse and will call me back, but they never call back. I will never buy anything else on this store again, it was the worst experience that I ever had. Strongly recommend everybody to do the same if you do not want to be stressed.

User's recommendation: Do not order anything in this store.

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ID
#3846711 Review #3846711 is a subjective opinion of poster.
Service
Sofas And Sectionals Advertisement
Cons
  • Lack of ownership of issue
  • Shipping
  • Very late delivery
Loss
$5561
Preferred solution
Deliver product or service ordered

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Terrible customer service

I purchased six items from them in early July. Three were to come last week; three in October. None of the three items due last week turned out okay. One came but was missing hardware and I was told it would take a month to get a basic set of screws and fittings, so I...
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ID
#3817742 Review #3817742 is a subjective opinion of poster.
Location
Brooklyn, New York
Cons
  • Fullfilment
  • Poor customer service
  • Delivery time frame
Preferred solution
I have given them a solution; to allow me to switch the finish on the pieces I ordered with a finish that is theoretically in stock.

Awful customer service - never order from West Elm

Terrible company and service. Ordered a bed that arrived damaged and then the replacement never came and they couldn't figure out why or where it was. Then they couldn't figure out how to refund my money! Just refund my money. You call customer service a million times, wait on hold for hours and no one knows anything and they keep transferring you. I just want my money back. Never ordering from West Elm or any of the Pottery Barn brands every again. Way over priced for quality. You get better quality and service from Target.
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ID
#3772560 Review #3772560 is a subjective opinion of poster.
Location
Littleton, Colorado

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West Elm is a poor excuse for a company.

Cancellation on July 9. Today is July 16. No credit on my credit card yet. 5 calls and still at the beginning of this road where I am finding, with no exception, a bunch of incompetent customer service representatives. This company has no notion of the basic principles of what Customer Service means And has no notion about how fragile reputation is, as fragile as a piece of thin glass.

User's recommendation: Get ready, if you buy from West Elm! This company is a disaster.

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ID
#3766045 Review #3766045 is a subjective opinion of poster.
Location
Delmar, New York
Preferred solution
Full refund

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West Elm is holding the credit for a cancelled order and West Elm is doing nothing to advance in this process. West Elm Customer Service representatives openly lie, say it will take 24-48 hrs.

I cancelled my order when I got an email from West Elm telling me my order delivery was going to be delayed till Nov. 10/Nov.3. I got that email on July 7, call them to cancel on July 8. From there till now, 8 have talked to 4 different representatives, their names...
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ID
#3765984 Review #3765984 is a subjective opinion of poster.
Location
Delmar, New York
New Reviewer

0 stars for HORRIBLE Customer Service

Your employee put my email in incorrectly when placing an order in the store. He said he would correct this immediately and it was not. This caused us to miss an email that our payment wasnt going through on an order that we waited over 3 months for. Because we never...
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ID
#3647732 Review #3647732 is a subjective opinion of poster.
Location
Burlington, Massachusetts
Cons
  • Customer service and return policy
Preferred solution
Price reduction
New Reviewer

Customer no service

I placed an order back in March. The planned shipment date is June!! Was told that no withdrawal would take pms e until merchandise is shipped. Money was withdrawn but I have not received any type of notification. No one will answer the phone. To make matters worst the store closed in Greensboro where I made the order

User's recommendation: No recommendations at sll.

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ID
#3609044 Review #3609044 is a subjective opinion of poster.
Location
Greensboro, North Carolina
Cons
  • Store closed before my order came
Loss
$498
Preferred solution
Let the company propose a solution

Very bad customer service and products are over priced

I bought pillows for my bed. I spent over $200 for these pillows. I noticed that the seem of the pillow is unraveling. I called to have the pillow replaced and was told it has been over 30 days, so my pillow can not be replaced. I called the store in Ponce City Market and customer service. They were all very rude! If I had known I wasn't buying quality pillows, I would have gone to Walmart. This store is over price, and they DO NOT SELL QUALITY MERCHANDISE!!! BEWARE!!! DO NOT SHOP HERE!!!
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ID
#3493078 Review #3493078 is a subjective opinion of poster.
Location
Riverdale, Georgia
Pros
  • Nice looking
Cons
  • Deceptive and confusing structure
  • Return policy
Preferred solution
I want my pillow replaced.
New Reviewer

Worst Customer Service EVER!

I ordered a $1500 bed in October. They kept changing the delivery date , but never once notified me. I had to keep checking myself. End of December and they tell me they will give me a discount when I get the bed. t finally arrives on January 3rd. I have hired a...
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ID
#3452984 Review #3452984 is a subjective opinion of poster.
Service
West Elm Customer Care
Cons
  • Quality of materials
  • Lack of taking responsibility for their mistake
  • Undependable deliveries
Loss
$300
Preferred solution
Let the company propose a solution

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New Reviewer

Bad Customer service

I have order a customize sofa for almost a year. So the sofa has arrived and delivered. But the partials are missing. The labor could not install the sofa. I have called for several department to solve the problem. They are just always ticking off my problem like a...
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ID
#3442542 Review #3442542 is a subjective opinion of poster.
Cons
  • Lack of communication with customers
  • Follow through
  • Very late delivery
Preferred solution
Let the company propose a solution

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New Reviewer

Couch sent to wrong location, causing 5 month delay

West Elm - Couch sent to wrong location, causing 5 month delay
West Elm - Couch sent to wrong location, causing 5 month delay
West Elm - Couch sent to wrong location, causing 5 month delay
West Elm - Couch sent to wrong location, causing 5 month delay
Update by user Jul 25, 2022

It is now the end of July 2022, and still no resolution. West elm has stopped responding to my emails and whenever I call they say they will have to escalate to a manger who will call me back, and then never does. I have received my couch but all of the cushions do not...

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ID
#3422258 Review #3422258 is a subjective opinion of poster.
Product
West Elm Sofa
Cons
  • Customer service which openly lies to customers
  • Items never arrive
  • Totally incompetent employees
Loss
$3798
Preferred solution
Full refund

Highly incompetent customer service!!

I ordered a media console with promised white glove service. The item arrived 3 months later dumped on my front porch on top the snow! I had to push the boxes into the hall where they have been sitting for over 3 weeks! West Elm keep promising to send someone out for assembly, I have made arrangements TWICE and BOTH times no one showed up and BOTH times the company they use for delivery and assembly had NO record of my order!! I have called multiple times, put on hold for hours at a time, transferred to many different departments and no one seems to be able to help me and get the issue sorted out. Worse service EVER!!!!

User's recommendation: Don’t shop here.

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ID
#3358208 Review #3358208 is a subjective opinion of poster.
Pros
  • Nice looking items
Cons
  • Display had much higher quality material
  • Product ordering misleading
  • Inferior products

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Sent the wrong items and lost mine

I ordered two pillow covers that were on sale. They sent me two very ugly chenille blankets. When I called them, they would not send me a comprable set of pillow covers because they were $17 more. They did not have any of the type I ordered in stock. The way I see it, it was their mistake and if a company this size cannot eat $17 due to their mistake, I don't wish to do business with them.
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ID
#3325159 Review #3325159 is a subjective opinion of poster.
Service
Customer Service Profiles Customer Care
Preferred solution
I would like to get comparable pillow covers since they lost the ones I ordered and they are no longer available.

1/2 couch

West Elm - 1/2 couch
DO NOT BUY FROM WEST ELM I ordered a couch in July with estimated shipping date of October. October passed, November, then December so I cancelled the couch. Throughout that time waiting I was told the couch was already made and coming, I was told it was never coming,...
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ID
#3254102 Review #3254102 is a subjective opinion of poster.
Location
Boone, Iowa
Cons
  • Gaslighting
  • Manipulative
  • Liars

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