West Elm

West elm messed up an order

Look in the West Elm store, buy online (for purchases you can’t carry home). The store is understaffed, and buying in-person just means you have to slowly read your address and contact info in a busy store with other people waiting to buy stuff. Buying online is simple, and you can probably use the same coupons no problem. (Also, it’s easier to deal with issues that come up – see below).

I called the store because they messed up an order – I was immediately put on hold. 12 minutes later someone comes on, only to say they had the wrong line and were putting me back on hold. Now, in their favor, they have great hold music. But after more time on hold I was getting over it, and thought, what if I called from another phone? I called, a West Elm rep picked up and was available to help, even though I was still on hold on the other line? Hm, okay.

I bought something they didn’t have in stock. They said they’d sent it to the store for me to pickup. I later realize they sent it to the store UPS and billed me for shipping in my purchase price. If you’re going to bill me for shipping, why not send it to my house? Picking things up at the store’s loading dock was also not a great deal of fun.

Also not easy issue to fix problems with in-store orders since West Elm corporate won’t accept emails about issues with store purchases and say the stores have no email addresses – you have to call the stores to fix it, which see above, isn’t really efficient or fun.

Is West Elm a legit?

West Elm is not running a legit business. They are not aggressive towards customer satisfaction and complaint grievance redressal, Hence 6 consumer[s] submitted negative ratings, and only a few left positive feedback.

Where is West Elm located?

West Elm is headquarted at 14th Street Northwest 1728 DC US. You can contact West Elm by dialing (202) 986-2165 or visit their website westelm.com.

How much monetary loss is incurred by West Elm’s customers?

According to West Elm’s customers, a monetary loss of US $100 has been reported. The severity of entire incident reports is extremely high.

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6 Reviews on West Elm

  1. Customer service basically admitted their website is fraudulent

    Against my better judgment, I ordered a dining room table on December 28 that had an estimated delivery time of January 15-22. Surely, I thought, if the item was going to backordered past January 15, they would know about it by the end of December and would not be quoting that time frame. But sure enough, I check the order status online today (January 5) and the estimated delivery time is AUGUST 15! But wait, I check the item page, and West Elm is still telling potential customers that the estimated delivery for the same table is January 23-February 6. I call customer service. “What’s up with this delivery time — the website says one thing and my order page says another?” And the (admittedly nice) representative says that the item pages are not correct, and customers only find out about the real wait time after they place orders. So, West Elm is aware of its fraudulent conduct and yet seems entirely unwilling to correct it. Pretty outrageous.

  2. What a terrible way to treat loyal customers.

    For Christmas this year, my significant other ordered me some items and paid to have the gift wrapped. When he picked them up, they were not wrapped. He was told that they don’t offer that service. When I went to exchange a few of the items he bought me (but didn’t want to ask him for a receipt) I was told they will take nothing back without a gift receipt and will not even give me store credit.

    fter spending thousands of dollars there, I earned a $15 reward, which has since expired! They are awful! So many of their employees have been rude and unaccommodating. It’s not even worth shopping there. I’m looking for similar things to the ones I wanted at other stores so I don’t have to shop there again. What a terrible way to treat loyal customers.

  3. Unfortunately, there is no zero here to post!

    Unfortunately, there is no zero here to post! They are horrible! West elm is a fraud company which takes people’s money and never deliver what has been promised on time. I purchased a console 5 months ago and the item was supposed to be delivered by November 22nd which up to now has not happened!

    Each time I call the company either they hang up on me or bring excuses that item is not manufactured by West elm and so on. They just keep pushing back the date while my credit card was charged months ago. Once they even mentioned that they are going to refund the shipping charges which it never happened.

    I am lucky that they do not sell spacecrafts and spaceships otherwise the dely would be centuries. Also, I bought two candle holders from this store at that time and simply they forgot to place one of them in the bag. I needed to drive back in traffic for 1 hour to reach them and get the second one! Awful experience. They leave you wituout any options other than lawsuits.

  4. its products and customer service are inferior.

    Beware! I recently purchased a desk after visiting the store. The display model wobbled a little and when I asked the sales person, they explained that the model is moved around a lot, gets loose, and is not properly bolted, but a new table will not wobble. Feeling reassured, I purchased the table. Scheduling and confirming delivery was a problem: West Elm/Pottery Barn/William Sonoma promised to call me with a delivery date and time frame and never did.

    I followed up with them, after being on hold for 22 minutes and speaking to 4 different people, I received a delivery time and a promise that the driver would call 30 minutes before.

    They driver never called, but showed up on time. They crew assembled the table on site. It wobbles. This will be the last time I purchase anything from West Elm: its products and customer service are inferior.

  5. I would NEVER have purchased it.

    Extremely disappointed in quality of the Chesterfield leather sofa & customer service. Within 2 weeks of purchase, the tufted upholstery was pulling at the seams and one of the buttons popped off. I reported the issues to the staff, and they provided extremely poor customer service — no refunds,

    no recommendations for repair services, etc. Since then, another button has popped off, and several more look like they will as well. If I had known that this sofa was going to self-destruct, I would NEVER have purchased it.


    We have ordered all our furniture here. Unfortunately everything came damaged. We have called a lot of time to resolve issue but unfortunately would not be able to find way. The customer service terrible! Very rude people! Very unprofessional!! STAY AWAY FROM THIS PLACE AND THIS PEOPLE!

Reviews: 6
Reported Loss : 100 $
Severity : Extremely High
Reported by : Anonymous
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