Update by user Jun 02, 2015
UPDATE TO MY PREVIOUS REVIEW
So, these idiots are actually worse than I previously thought, which I really didn't think was possible. At the same time I placed the ridiculously painful order of the desk, I also ordered 2 bar stools. I was told they were on back order and would be available on May 28th. Ok, these things happen. We can wait a month. So today, 38 days later, I decide to call in to see how they have screwed up this one, which they seem to do with everything, and am being told it will be not another month, but two more months from now that I "might" receive them. So, something I was told would be around a month to deliver is now going to be over three months, and even then I am skeptical with their reputation. I actually talked to some people that work within the company or have in the past and was told "yeah, they completely have their heads up their *** I was told they have no clue what is in stock, when things will arrive, etc.
In conclusion, if you want an awful, frustrating shopping experience, where they don't deliver what they sell you, and have no idea if or when your products you order will arrive, and if you enjoy being treated like cattle, then West Elm is definitely the store for you. I was so looking forward to getting the last items that would ever connect me to this group of imbeciles, but I guess I am going to have to wait another few months.
Never again, West Elm.
Original review posted by user May 19, 2015
So, I have had about 4 miserable years of doing business with West Elm. They get things right about 15-20% of the time.
My most recent experience involved me calling the local store to see if a desk was in stock. They checked after a long hold, and said "yes, come on down to get it." I drove downtown, found parking and waited in line, only to be told "oops, we don't have it all." So, I complained, ordered the desk online with the manager that was 'in stock', waited 23 days for the delivery of my 'in stock' desk to find out the hardware wasn't included. I called about this to be told that the hardware is back-ordered and that I wouldn't get it for another 24 days. They offered me 10% of the order, which to me illustrates how little they care about their customers and how unwilling they are to rectify their mistakes.
I will never do any future business with West Elm and will go out of my way to tell people how painful their experiences are.
I have never seen a company so disorganized, incapable and unconcerned about their customers experiences. I recommend avoiding them at all costs.
Product or Service Mentioned: West Elm Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $800.
Preferred solution: Let the company propose a solution.
West Elm Pros: Design aesthetic.
West Elm Cons: Customer service, Ordering online.