I really should have learned the first time. Back in 2017, I posted here about the NIGHTMARE it was ordering a couch from West Elm and actually having it delivered.
Feel free to read that review here: https://west-elm.pissedconsumer.com/sofa-nowhere-to-be-found-201711271137804.html
Eventually we got the couch - it's lovely - but it was a nightmare.
So here we are today - nearly three months ago, my husband ordered the Mid-Century Wall Desk + 2 Narrow Shelves from the store in Emeryville, CA. Originally they told him delivery would be in a couple weeks but almost immediately upon ordering they told him it was back ordered and would instead be 4-6 weeks and maybe as long as 8 maximum. First - why the he** does West Elm continue to sell products they do not stock?! This has been a recurring theme with this company over and over.
Every single time we say "never again" but apparently we are masochistic because here we are.
Husband could have canceled the order but we decided, why not wait? We really like the style of the desk so we can begrudgingly deal with 8 weeks -- but of course we should have known better.
On week 9, we get an email saying the desk is now going to be another THREE MONTHS! Like, the earliest we *might* see the thing is sometime in September - Sure West Elm, I'm happy to just sit on the floor to do work for 6+ months while you figure out if this thing you sold us actually exists!
But that isn't even the worst part. The worst part is the absolutely horrific customer service from both the Emeryville store and the call center.
They have ZERO idea what's going on, why they've charged the credit card then refunded it, when something might actually ship - nothing. Zero help whatsoever. But to make it worse, they don't care. Like, at all.
No apologies except the obligatory "sorry about that" and they actually act like you're bothering them by asking where the thing you bought is. Like how dare you ask for details and an explanation when they've sold you something that they literally do not have!? And so totally unhelpful. No willingness to do the minimum, let alone offer anything that looks at all like customer service.
And even worse, they will promise to get info and call you back and then ghost you.
Zero followup at all. And don't even try to get anyone senior in management like a retail district manager or higher. They also don't care. Based on the hundreds of reviews in the same vein, it's clear that this is standard operating procedure for West Elm, so of course the employees and management don't care.
This is literally how they were trained to deliver and what they expect to happen.
So, West Elm social media manager who will likely respond to this.
Thank you for responding but I don't want to talk to you. I'd like to speak to someone who's capable of actually impacting the situation and speaking to the obvious recurring issue with West Elm operations, please.
Product or Service Mentioned: West Elm Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $1500.
Preferred solution: Deliver product or service ordered.