New York, New York
Not resolved
Advertised vs Delivered
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design

I received several promo emails from West Elm, including one that promised 30% off a couch I was interested in. I ordered the couch using the promo code. Days later I saw that the order never went through and the 30% discount was no longer available.

I called customer service. They promised me they could apply the 30% discount if I re-ordered the couch. I didn't have the code in my email anymore, but the woman helping me said it wasn't an issue. I ordered the couch.

I received the order confirmation -- no 30% discount was applied. I called Customer Service again. A different woman assured me the discount would be applied when the purchase was finalized, which wouldn't happen for a month or two -- not until my card was charged when the couch was ready for delivery. I told her I didn't have the promo code; she said it wouldn't be a problem.

Yesterday my card was charged for the couch. No 30% discount.

I called again. They told me they had no record of that promo code so I would be paying full price. After a lot of back and forth about the promises that I would receive the discount regardless, I was told there was no record of the previous Customer Service reps telling me that. I asked to speak with a supervisor. I was told that the supervisor didn't want to talk to me; since there was no record of them misleading me, so the best they could offer was a 15% merchandise card. I wasn't satisfied with that, considering the fact that I had taken great pains to confirm the 30% discount and been lied to not once but twice. I asked again to speak with the supervisor.

After another long delay a supervisor came on and told me all she could offer was the 15% discount in the form of a merchandise card and that was it. I told her why that was unsatisfactory. She said she could make it 20%, but that was it, take it or leave it. I said I wanted 30%. She said she was ending the call and that was my last chance to either accept a 20% merchandise card or receive nothing at all. I didn't like her bullying tone and told her I wanted to speak with her supervisor.

She told me she didn't have one; that she was "Leadership" and her decisions were final. I asked for her last name or some employee ID number; she told me, in an abusive tone, that info was none of my business, that she was going to write in the notes of my call that I turned down the 20% card and then hang up. I accepted the 20% merchandise card, against my will.

They lied and mislead me into a purchase I wouldn't have made otherwise, and instead of making it right they became belligerent and abusive. I will never buy anything from West Elm (or William Sonoma, which owns them, or Pottery Barn which they also own) again.

Product or Service Mentioned: West Elm Deal.

Reason of review: Poor customer service.

Monetary Loss: $420.

Preferred solution: Price reduction.

West Elm Cons: Customer service.

  • West elm costumer service
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