Reneged on customer service call

I ordered 2 bookshelves and the second one didn't match. I called customer service and spoke to a helpful person who said they would send me a new replacement shelf. At the time, I asked if I should repack my original order, but she said no, I should keep it. So the delivery date came and went, so I called to check on the order and was told I needed to return the original shelf in its box for them to send the new one. I told them I didn't have the box and that I had been told to keep it. Customer service said that could not correct and that even if it was what I was originally told, management could overrule

User's recommendation: Beware if your customer service rep is initially helpful.

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ID
#2718274 Review #2718274 is a subjective opinion of poster.
Location
Washington, District Of Columbia

Delays and Bad Customer Service

We placed a two-item order in late April, and we knew since the beginning that it would take a while to arrive at home. However, one of the items has been postponed by the company week after week. At the first time, it was supposed to be delivered in late June, but now...
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ID
#2657472 Review #2657472 is a subjective opinion of poster.
Location
Evanston, Illinois

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Verified Reviewer
New Reviewer

Horrible customer service and order experience

Our couch was delayed numerous times. 5 months after order, the wrong color was shipped. We sent it back. The replacement order faced further delays. We finally received the correct couch 9 months after we ordered. Customer service was very disorganized (not the fault...
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ID
#2525898 Review #2525898 is a subjective opinion of poster.
Product
West Elm Sofa
Cons
  • Misleading
  • Customer service experience was terrible
  • Very late delivery
Preferred solution
Let the company propose a solution

Problems getting questions answered

Through numerous emails I have tried to get samples of fabric on a chair I want to purchased, Haven Chair and 1/2, #678**** in shown fabrics of Dusty Blush performance velvet, Dusty blush Velvet ,and Aster Velvet Pink Grapefruit. I need to go to the top of management to get these I guess! Terrible customer service. This sale is my end before I get the samples. When is the sale over?? I have other items I want to order here. Please verify this chair will go through my 34" wide front door.
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ID
#2514067 Review #2514067 is a subjective opinion of poster.
Location
Kansas City, Missouri
New Reviewer

Argument with a manager

My wife bought a rug , on sale, about a month ago. It is shedding like crazy, I even have a baggie full of shed. I called your Westport Ct store, where we bought it. I talked to a sales person, she put me on hold so she could talk to a manager. When she came back she...
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ID
#2433120 Review #2433120 is a subjective opinion of poster.
Location
Westport, Connecticut
Cons
  • Lack of accountabilty
Loss
$350
Preferred solution
Let the company propose a solution

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New Reviewer

Won't replace missing screws

I got a few ceiling lamps and there were crucial screws missing. I contacted them and the store and they cannot replace the screws. I was told I had to find some matching ones at a hardware store? These are screws that go with a specific finish on the light, a hardware store doesn't make screws in "antique brass". I'm VERY disappointed at the customer service, especially at the price point.

User's recommendation: Buyer beware.

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ID
#2357798 Review #2357798 is a subjective opinion of poster.
Pros
  • Design concepts
Cons
  • Customer service and return policy
Preferred solution
I want the missing screws so I can install my lights.

Unhappy with Sales Associates

I bought the Ilya wide planter Wednesday night in your Skokie, IL store. Very happy with my purchase, but they did not have the Faux ZZ plant to go inside it. The person at the counter was very helpful and printed a page of stores that would have it. So.....today I did my calling and this was my experience. I call the WE Los Angles store, advised I was in Chicago and had a SKU # could she see if they had the item available? The girls said well what it is, I said it is the Faux ZZ Plant, she replied we have a lot of plants in here, some real same faux you would need to come in and look. I said I am in Chicago, so can't do that. She replied, you should check out Michaels! (I did not get her name) SO....I called WE Palo Alto store and spoke with Kim gave her the same information I gave the store before, she advised they only have a floor model and no box, so can't guarantee it would not be damaged. I asked if she would mark anything off, she said no. SO I said ok, the plant was originally $150, and shows as $105 now that's correct, right? She replied, if that is what the web shows! I said never mind and hung up. Then I called WE South Coast Plaza and spoke with Alicia, very nice very helpful advised her of my frustration. She also said they only have floor models and they are up in the walls, can't sell. I am a bit frustrated, your web shows the Fauz ZZ plant, but won't deliver til April, all your stores that show it, seem to only have displays. And honestly, your first two sales associates were rather snide.. I will be honest with you, I have not shopped here a lot, you came on a recommendation from my daughter who is helping me decorate, and my experience has given me a bitter taste with West Elm. Faux ZZ Plant is SKU # 463**** this is what was looking for.

User's recommendation: Not good.

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ID
#2216165 Review #2216165 is a subjective opinion of poster.
Location
Algonquin, Illinois

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New Reviewer

The worst service in memory

I ordered 5 pieces of furniture and 1 bedding item online. AT the time I ordered, 1 furniture item and bedding were noted to be back ordered until late August/early September but all other items were scheduled to be delivered in July according to the order summary. My...
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ID
#2091458 Review #2091458 is a subjective opinion of poster.
Cons
  • Worst customer service in memory
  • Inability to get promised credit for damaged item
  • Online ordering
Preferred solution
Let the company propose a solution
New Reviewer

Extremely Late Delivery, unhelpful customer service, no satisfactory compensation

West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
I ordered a sectional, two tables, and some other stuff for my new apartment in December 2019! There were plenty of fabrics available for the sofa, but because I wanted to have my sofa soon, I skipped my favorite option, and Briana helped me to choose a fabric that was supposed to be delivered in mid-February 2020. My wife and I were so excited about it, and she even got the west elm credit card for this and future purchases. The initial delivery time period was February 7 to February 21. About February 14, I noticed that the status of the sectional is still "Custom Build Scheduled," meaning that the building process had not started yet! I called the customer service, and I was told that probably it's only a system update issue, and I should wait until the end of that period. At the end of the initial period, the delivery time was updated and pushed for one whole month!!! I was really shocked and called the customer service again, but I was told that it's beyond their control. I even called the warehouse to see what the problem is, and they did not help me. I think I called more than 20 times and talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that it's not under their control, and they will make some calls and return to me, which most of the time didn't happen. The only thing they did was sending the two tables (which I could have a month before if there was no sofa!) that I ordered and were kept for the sectional to be delivered at the same time and waving the shipping cost. The tables were delivered on February 25, but they could have been delivered at least one month earlier if they (people in charge) knew about the delay in building the sectional. I even asked them to cancel my order if they cannot guarantee that it arrives by the new estimated time, but they told me that it is a custom-made order, and I cannot cancel it. Finally, I could contact Carolina, who is a supervisor in customer service. She told me she would investigate the case to find out what is wrong and when my sectional will be delivered. On March 12, she called me and told me that the item will be ready in a week and will be in the delivery center one week after that (March 26). The week after that I called the delivery center, they told me they have the sectional, and they scheduled my item to be delivered on March 31. But a couple of days before that, I received a call from the delivery center saying that the item is still at the distribution center, and they canceled my scheduled appointment. The estimated delivery date also changed for the 4th or 5th time, showing that it will be delivered from April 2 to April 16. I called Carolina again, and she told me that one part of the sectional had arrived, and the second part is in Georgia and will arrive soon. I waited for one more week and contacted the delivery center again; they told me they could schedule an appointment for April 9 because the second part has left Georgia and will arrive at the delivery center soon. However, on April 8, they called me and mentioned that the second part had not arrived yet, but they can deliver one part only. That was my only option, so I accepted it. The second part was delivered on April 16, which was exactly two months after the initial delivery time. During these two months, I contacted people in West Elm about 30 times. Every time I was told that they could not do anything at this moment and I need to wait for the sofa to be delivered for the compensation. They kept saying that the delivery time was estimated and not guaranteed. But this extremely wrong estimation convinced me to purchase my sofa from West Elm, shouldn't they accept their fault? They even didn't notify us by email for most of the delivery delays, and we had to check the status of the item every day! I really expected reasonable compensation that can mitigate the significant inconvenience that I have experienced during these months. I contacted Carolina on April 16, but she didn't answer my call, I contacted her again on April 17 and talked to her for more than an hour. She told me the most she could do is giving me $275 on top of the $237 that was issued before (overall, about 20%). The discount that they gave me already can be found on their website! So, long story short, I ordered a sectional about four months ago, the delivery time was postponed several times, no one helped me about this, I couldn't cancel my order, I had lots of worries and discomfort about this purchase, I cannot like my sofa as I could initially!, and I would have never purchased a sectional from West Elm if I knew about this.

User's recommendation: Don't buy a custom-made item from West Elm, the time estimations are not in accordance with reality!

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ID
#1875754 Review #1875754 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Wrong delivery time estimations
  • Product ordering misleading
Preferred solution
Price reduction
New Reviewer

HORRIBLE CUSTOMER SERVICE

THE ABSOLUTE WORST CUSTOMER SERVICE EVER. Tiffany, has a very unprofessional attitude and would not let me speak to a manager.
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ID
#1863913 Review #1863913 is a subjective opinion of poster.
Loss
$335
Preferred solution
Price reduction

Rosanna Ceravola Media Console

Nice looking, solid wood media console but at $1200.xx on sale you would expect it to have decent parts..West Elm did not bother to use door hinges that close softly..Every time I close the doors it slams shut so loud that makes my neighbor’s dog bark..It’s ridiculous! I mean how much more would it cost them?I couldn’t believe it, even my $500 free standing closet from Ikea has those.
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ID
#1654300 Review #1654300 is a subjective opinion of poster.
Location
Walnut Creek, California
New Reviewer

Round Two of "Such a Terrible Sofa"

I bought a West Elm Crosby sofa a little over three years ago. It looked really good in the store -- I certainly can't deny that. And for about 6 months it also looked really good in my house. Then the problems started. First, my original sofa cushion became deflated,...
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ID
#1562883 Review #1562883 is a subjective opinion of poster.
Product
West Elm Crosby Mid-century Fabric Sofa
Pros
  • Design
Cons
  • Quality
  • Non-existant customer service
  • Everything else
Reason of review
Bad quality
Loss
$1400
Preferred solution
Repair or replacement... or the company can propose a solution.

Lucent Rug - 3rd time NOT a charm

West Elm has now sent me 3 Lucent rugs in Frost Grey. Rug #1 arrived with a 4" cut through it (maybe not their fault as it could have occurred in shipping), but also a few stains on the rug! I did not need to unroll the rug far before shipping it back. Rug #2 was...
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ID
#1462394 Review #1462394 is a subjective opinion of poster.
Product
West Elm Rug
Reason of review
Damaged or defective
Preferred solution
Full refund
New Reviewer

Henry Sofa Sleeper Fail

West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
Three months ago we received our Henry sofa with chaise (and sleeper). It’s has been rapidly degrading ever since, even with light use and good care. There are three key issues: 1. Fabric piling: the high-performance fabric has had no abuse from us but is completely...
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1 comment
#1622621

I had the same thing happen to me with the same exact sofa. West Elm agreed to let me exchange the sofa (after saying that they have never heard of this happening before).

However, it’s been three months and I still haven’t gotten my money back. I’ve spent countless hours on the phone with them only to be told I should get the refund in 5-7 days.

They issued me the refund several times in a gift card (which I did not want - I was told I would get my money back to my credit card). At this point I’ve disputed the charge with my credit card company and filed a complaint with the Better Business Bureau.

ID
#1437862 Review #1437862 is a subjective opinion of poster.
Location
Sacramento, California
Product
West Elm Henry Foam Padding Sofa
New Reviewer

No Order Communication but will Spam your Email.

I ordered a Christmas present on November 2nd, said it would be delivered within 2 weeks, nope it’s backordered. Called the customer service to ask when it would get here, lady on the line was RUDE. She was like “I can’t help you” in the most uppity voice ever. Okay fine, only way to find anything remotely out is by clicking your confirmation number on the original purchase email. Even than, they still will not email you back ordered updates or a shipping notification. Well, surprise surprise, my gift is backordered once again. I’ll be surprised if it even makes it here before Christmas. If you don’t have something available to ship out don’t even out it on your website. Didn’t even say it was backordered on the website... had I know I would’ve NEVER purchased it. First time purchasing from this company and it will sadly be my last.
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ID
#1411451 Review #1411451 is a subjective opinion of poster.
Location
Walnut, Iowa
Service
West Elm Customer Care
Reason of review
Order processing issue

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