New Reviewer

Terrible follow-up, non existent procedures and questionable quality

Ordered almost $5,000 of furniture in Nov of 2021 and after a dozen calls, 3 disconnected only to have to restart the process over, 8 months and 2 failed deliveries later I am still on hold trying to get the last piece delivered. The first time it was not delivered...
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ID
#3643873 Review #3643873 is a subjective opinion of poster.
Location
Anaheim, California
Pros
  • Nice design
  • Style of the furniture
  • Nice looking at the store
Cons
  • Horrible service
  • Unexpected delays
Loss
$300
Preferred solution
Full refund

Wrong color of item

I ordered a toilet paper holder back in February while it was on sale. This item was in stock per the website when I ordered, and then became on back order after my first confirmation email. The dates changed almost weekly to where I finally called to cancel. Then I...
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ID
#3638231 Review #3638231 is a subjective opinion of poster.
Location
Leeds, Alabama
New Reviewer

Poor Quality , product color off

Purchased in Jan 2021 Andes Sectional Set 01: Left Arm 2.5 Seater Sofa, Corner, Ottoman, Poly, Distressed Velvet, Mineral Gray, Blackened Brass #948**** QTY: 1 $2,377.45 Was supposed to be delivered in 2 weeks , Did not arrive until March. Had to have them pick up 1...
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ID
#3581678 Review #3581678 is a subjective opinion of poster.
Location
Miami, Florida
Pros
  • Close by
Cons
  • Product quality has gone down hill
Loss
$2300
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Delivery Nightmare Big Ol' Mess

West Elm - Delivery Nightmare Big Ol' Mess
My experience has not been a good one. I placed this order back on October 4, 2021. A total of four items for a good sum of money. Not only were the items delivered one by one and on back order, but WestElm never really contacted me to say, apologies for the delay, we...
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ID
#3487937 Review #3487937 is a subjective opinion of poster.
Pros
  • Nice designs
Cons
  • Horrible service
Preferred solution
Let the company propose a solution
New Reviewer

Poor quality and service

It started with my order of a slate placement. I called and told them that its damaged and the customer service told me it is handmade so I should expect it to be not perfect. I explained to her that I know the difference between imperfections of a handmade item and a damaged item. I asked her if I could exchange it and she said I could but I will have to pay shipping. I also cannot return or exchange it at the store because I ordered it online. I told her that its not fair that I have to pay for return shipping on something that is not my fault. Nothing I could do so I just decided to keep the damaged item. Then last night my glass fireplace screen (Willow) arrived. To my dismay, there is a crack on the glass. I called today and the person I spoke with said that I could send back the item and they can send a replacement. While hes processing the return he encounters a system issue which prevents him from generating the return label. Apparently this is a weird issue that he hasnt seen before but I am now doubting this after seeing the previous reviews in this site. I am extremely disappointed with West Elm. The style of furniture and decors are nice but so far both my experience ordering online and in the store (unfriendly and snobby sales associates) made me decide to never order from them again. I didnt think that for what is considered a high end store that they would make returns or just simple dealing with customer issues to be so difficult. No wonder more people are just ordering from Amazon nowadays.

User's recommendation: Don’t order from this store.

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ID
#3016536 Review #3016536 is a subjective opinion of poster.
Preferred solution
I would like my items to be properly exchanged.

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New Reviewer

Poor customer service, poor item descriptions

I have placed 3 orders recently, and had a problem with 2 of them; that is a high dissatisfaction rate. Two customer service calls have left me soured over the experience. WE will unexpectedly delay your shipment (by 2 months), cancel it without warning ("no longer available"), and refuse returns in store - even for small items, costing the consumer a UPS fee and runaround. BOOOOOO, West Elm.

User's recommendation: Order at your own risk.

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ID
#2750615 Review #2750615 is a subjective opinion of poster.
Pros
  • Design
Cons
  • Unexpected delays
  • Customer service
  • Product reliability

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New Reviewer

Poor customer service. Charged $250 more for something delivered 6 days ago!

I want a cheque for price difference. West Elm does not deserve any business for their lack of positive business practices.

User's recommendation: Don’t shop there.

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ID
#2741935 Review #2741935 is a subjective opinion of poster.
Cons
  • Not trustworthy
Loss
$250
Preferred solution
Price reduction

Terrible Customer Service

Based on their prices, I always assumed that West Elm was a high end, high quality store. I couldn't have been more wrong.They have beautiful looking furniture, but it's just not worth the headache. There is zero quality control and poor customer service. From the...
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ID
#2632481 Review #2632481 is a subjective opinion of poster.
Location
Ottawa, Ontario

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Verified Reviewer
New Reviewer

Terrible Customer Service, Delivery Team, Offensive Sales Team, and Poor Quality Furniture

The first email I received in the morning of the delivery said the delivery would not be done in the time period confirmed. I called customer service and the woman I spoke with said, "that's wrong, they have to deliver within the time period agreed upon, it's in their...
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ID
#2626486 Review #2626486 is a subjective opinion of poster.
Product
West Elm Table
Cons
  • Undependable deliveries
  • Unprofessional sales staff and management
  • Inferior products
Loss
$1200
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Extremely poor customer service

Original review updated by user Jun 03, 2021
Bought bathmat online, did not like it so returned. refund was not processed for a month, had to call twice to ask about it. Each time agent picking up phone had passive aggressive attitude. When I finally received my refund there was a $12 difference. Yes I am cheap,...
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ID
#2586088 Review #2586088 is a subjective opinion of poster.
Pros
  • Design aesthetic
Cons
  • Customer service response
  • Deceptive and confusing structure
Preferred solution
Apology

I've already sent this to you in detail. Also gave it to your phone folks.

The half moon carpet xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
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ID
#2516707 Review #2516707 is a subjective opinion of poster.
Location
South San Francisco, California

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Verified Reviewer
New Reviewer

Horrible experience with Manager Darla

I have been waiting on a bed frame that was supposed to be delivered 1/6-1/8. I received an email from west elm 2 days AFTER my delivery date saying the item was back ordered. The next email I received told me my items would be delivered 1/18-1/20. Again that window passed with no email from west elm telling me there was further delay. The last email I received said it will be delivered 2/2-2/4. Well its 2/4 and I still have not received my furniture or even an email telling me the item will be further delayed. I have called into west elm 3 times over the past month inquiring as to the status and each time I have been given a different answer. Today when I called for the 4th time I spoke with an associate Megan I believe her name was. She was professional and did her very best to help me but ultimately told me that I would need to wait 8 days for a call back on the status of my order. 8 days to get an update on my order? The item has been showing ready to ship for 2 weeks. I asked to speak with a manager. Fast forward an hour later and a manager named Darla got on the phone and proceeded to tell me that the order is progressing as it normally would. That was her resolution. Huge mistake having her in a management position. Megan provided far better customer service than she did. Zero stars for customer service. Clearly West elm needs to do some training regarding customer service and resolution. I furnished my entire home last year with west elm furniture. I am appalled by the lack of care and concern for your customers. It is unacceptable that I have only received updates from west elm on the status of my order AFTER my delivery date. This has happened 3 times. Its also unacceptable that after waiting to speak to a manager for an hour I was given such a rude, unprofessional response with no further information and no resolution. I never leave bad reviews but what I experienced today on the phone with customer service was something I have NEVER experienced before.

User's recommendation: Don’t order.

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ID
#2407346 Review #2407346 is a subjective opinion of poster.
Cons
  • Worst customer service in memory
  • Follow through
Loss
$300
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Misinformation on web site

1. I ordered drapes based on the color on the website and when they arrived they were so much darker than the pic I was certain they sent the wrong ones. I tried again and got same results. I called the customer service department and he agreed the website and the pic I sent him were 2 completely different colors. MISLEADING! No swatches available. 2. I was going to order upholstered dining chairs. the site said they were custom made and non-returnable. One day I went on the site and they were available for immediate shipping (not the previous 10 week wait time) and the next day they were no longer available for sale. Clearly, they are not custom made per order and so the false advertising is really making me mad!

User's recommendation: Don't buy from West Elm.

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ID
#2340528 Review #2340528 is a subjective opinion of poster.
Pros
  • Stylish
Cons
  • False web site advertising
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Resolved: Warning to others about poor quality and insulting service

Update by user Dec 13, 2020

Company fixed the issue and I have been provided with product replacement.

Original review posted by user Nov 13, 2020
The West Elm chandelier I bought has two LED tubes. After a month, one of the tubes stopped working. So I was disappointed by the quality, but thought it might be fixable. I called West Elm and that is when my humiliation began. It's hard to put words to how terrible it was. I had to make many calls and was told several misleading things. I was told that they could send someone to make a repair and was given a phone number to call. When I called the number I was transferred to another person who said that repairs were not available in my area (in Arlington, VA about 12 minutes from Washington, DC.). After more horrible calls to the West Elm call center, I was told that the chandelier could not be replaced because it was discontinued, and that the design was such that it could not be repaired either. So what I had to do was send it back or take it to a store to get a refund and choose another chandelier. I explained that I had paid to have the chandelier installed by an electrician (as recommended in the instructions). I asked to be compensated for the cost to install the chandelier. After an hour-long frustrating and humiliating talk with the call center, being put on hold several times. They said the best they could do was offer me a 10% discount, as long as I bought a chandelier that was not on sale. What West Elm offered is totally inadequate. After such a humiliating experience I say to shop anywhere else other than at West Elm.
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Resolved
ID
#2281703 Review #2281703 is a subjective opinion of poster.
Pros
  • Style
Cons
  • Lack of respect for the customer
Loss
$150
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Late/Missing Sofa Debacle - extremely bad customer service

West Elm - Late/Missing Sofa Debacle - extremely bad customer service
Update by user Dec 26, 2020

We were charged again for the same couch! So West Elm expects us to pay twice for the same lame couch. The call center can’t line up charges on our West Elm credit card with our order number.

Update by user Dec 02, 2020

We finally received our Drake sofa. It looks great but the legs are wobbly, even after I tightened them. Very disappointing.

Original review posted by user Oct 30, 2020
I bought a chair and sofa on August 15, 2020 and didnt receive either. West Elm still cant tell me when they are going to deliver them. For the sofa the call center was confused and had no idea when I might get the sofa. West Elm kicked me over Sidelitona, which mismanages delivery. When I talked to Sidelitona and they said that they hadnt received my sofa yet and had no information about when they would get it. Ive wasted 6 hours on calls following up, and still have no commitment from West Elm on when/if Ill get the sofa I paid for. West Elm horribly disorganized and treats their customers like dirt.

User's recommendation: Don’t buy furniture from West Elm.

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ID
#2256012 Review #2256012 is a subjective opinion of poster.
Product
West Elm Sofa
Pros
  • Like the sales associate that assisted me
Cons
  • Lack of action to fix the problem
Loss
$1500
Preferred solution
Price reduction

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