My return was picked up on July 5th. The system shows the return was received more than a week ago.
A Senior Lead for Williams-Sonoma Inc claims they processed two credits to my Amex on July 6th for $1274.59 and $783. A customer service representative from West Elm reiterated that claim today and sent me a "receipt" he claimed was "proof" the amount was returned to my Amex. This receipt only says that the returned merchandise was received by West Elm. It says nothing about a credit.
Amex says there is still no credit pending. Nobody at West Elm seems concerned that around $2,100 of my money remains with West Elm even though all I received from West Elm was mangled furniture that arrived late and was subsequently returned. Calling customer service is a fools errand -- call volumes into the customer service department are "higher than normal" 100% of the time, so unless you have 30+ minutes of uninterrupted time to wait on hold with customers service before being transferred multiple times, there seems to be no solution.
I have received several empty apologies. All I want is to see the credit on my Amex.
Review about: West Elm Customer Care.
Reason of review: a combination of many of the above: poor customer service, bad quality, problem with delivery, order processing issue, trouble with refund, broken promises, misinformation, excessive hold times, mangled furniture..
Monetary Loss: $2160.
Preferred solution: Full refund.
I didn't like: Excessive wait times with customer service, Failture to return money once return received, Delays with delivery, Damanged merchandise, No respect for my time.