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 West Elm automatically canceled my order and NEVER called. I had paid to move out the credenza and discounted all the electronics expecting a delivery the next day only to get an email the next day telling me my order was canceled with no other instructions.
West Elm has no set procedures to take care of these issues other than to tell the customer to call various departments until you get a supervisor in CS.
They have to reorder and put you back in the queue to wait for another 3 months or more. A verbal apology but nothing more, no follow-up or monetary consideration.
The smaller side table I had to put together myself and the finish on the top and sides was not the quality I would expect from a $650 piece. I did not return it because it took 6 months to get it and customer service doesn't do anything for you except to ask if you want to return the piece and get your money back. When you have 8 other pieces of the same style and have been waiting for 6 months that is not the answer I want to hear.
I will never recommend West Elm to any of my customers or friends.
I am so embarrassed and frustrated right now. I can't even tell my customer with any confidence when she will receive her last piece that was paid for 8 months ago.
User's recommendation: Do Not Buy Furniture from West Elm!
Monetary Loss: $300.
Preferred solution: Full refund.
West Elm Pros: Nice design, Style of the furniture, Nice looking at the store.
West Elm Cons: Horrible service, Unexpected delays.
Location: Anaheim, California
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