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.

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4 reviews on West Elm

  1. STAY AWAY FROM THIS PLACE AND THIS PEOPLE!

    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!

  2. 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.

  3. 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.

  4. Poor quality of furniture.

    Poor quality of furniture. I will never shop at West Elm or William Sonoma. The furnitures we got were defective. We were not able to return or exchange them.

14th Street Northwest 1728
Washington 20009 DC US
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Reviews:4
Reported Loss :100 $
Severity of Scam :Extremely High
Reported by : anonymous
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