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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 bought replacements. One item was canceled even though I had paid for it and the replacement date was first October and is now Thanksgiving. The third item is supposedly floating around the distribution center, but no one there can find it and the date for eventual delivery keeps getting pushed back.
I tried to get them to replace the items I had ordered with the same items in a different finish that they theoretically have ready to deliver. Two people including a supervisor told me they could do that, but they just put me on hold and never came back. The third person I spoke to said they could try to cancel but it would take two weeks for the request to be processed, at which time who knows if the pieces currently on hand will still be there. I might be worse off, having to start all over.
I don't see why they can't cancel my order and replace it since four of the five pieces have obviously not begun manufacture, three of the pieces haven't been charged to my card yet and the one piece that is theoretically ready to go doesn't actually seem to be ready. A few reps have basically told me they can't find it and/or it's listed in the system as having been delivered. No one can help, no one can give me correct information, I get different information from everybody at West Elm/the delivery hub/the warehouse, everybody just talks happy corporate talk but no one can actually do anything.
They keep saying everything is on track, but that's obviously just flat-out not true, since every single piece has been screwed up so far. I have a small studio apartment and I have everything just on the floor in piles because of this delay.
User's recommendation: Do not buy from them.
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..
West Elm Cons: Delivery time frame, Fullfilment, Poor customer service.
Location: Brooklyn, New York
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