Oceanside, California
Not resolved
4 comments

I purchased a $400 "high quality" wool rug from west elm in July, 2012. I have had it in my living room since and I wanted to love it but I hate it.

It will NEVER stop shedding. I don't mean a little bit, or normal shed like other rugs, I mean ALL the time and all over the house. I spent over a hour one day vacuming it over and over to see if I could get it to stop before contacting them. It just continued to fill up the vacum over and over again.

I wrote their customer service twice, attaching pictures of the pile of fibers, full vacum, and the fact that the rug was still shedding. Never got a responce. Called customer service twice and was hung up on after being put on hold- and I could never seem to get a manager. I am now writing their corporate office to see if I can get some kind of resuloution.

If not, I will take it to my lawyer. It's the principle of the matter that when you spend more on a product that is supposed to be high quality and it is worse than the IKEA items, it's not right.

I also purchased a comforter for our bed that cost 169$ and while I love it, I was very disapointed that it's paper thin when I received it. I wouldn't recommend this company to anyone-you DO NOT GET WHAT YOU PAY FOR!

Monetary Loss: $433.

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Anonymous
#734823

I did get in touch with corporate and they sent out a kit to return the item for a refund. They appologized for all of the hang ups and the bad service.

Overall it was a wonderful resolution and I'm happy to say they do stand by their product or your disapointment of it. I won't be buying textiles from them anymore but if I fall in love with furniture or something else in the future I won't hesitate to buy just because of this incedent.

Anonymous
#730261

I called and had mine taken back with a store credit after owning for 18 months. West Elm has amazing customer care service

Anonymous
#699742

I'm wondering why you don't just try to return it as defective? Getting mad and threatening legal action seems like a last resort, did you try returning it?

sarahc2013
#636640

My west elm comforter set is terribly thin too. I spent around $300 for the comforter, sheets, pillow cases and with very light use they just don't hold up. Very attractive right off the start though.