West Elm Customer Service Issues

I received my coffee table and rug today, but realized I should have ordered larger sizes. I contacted customer service to exchange them. After a 55-minute wait, the representative refused to honor the same discount as my original order without checking with anyone. Requesting to speak with a manager, I was put on hold and after an hour and a half, the call was abruptly disconnected. The service was disappointing compared to my initial order experience. Now, I am stuck with items I don't want, facing another long wait on hold. Despite the inconvenience, I am reluctant to shop there again as it took me a long time to find these specific items. Assistance would be greatly appreciated. Thank you. -S.

Ordered a platform bed from the store, only to find out the size was wrong when I got it home - needed a full, not a queen. Requested an exchange; initially promised a Monday, 7/20/18 delivery and pick-up. After not hearing anything by Monday, contacted West Elm to find out that the new bed was ready but the exchange would happen on Saturday, 8/4. Multiple calls during the week revealed conflicting information - they could pick up the bed, but the replacement would take 3 weeks. After numerous calls, the latest news on Friday, 8/3/18 was that they had the wrong address and intended to pick up the bed from the store. Confirmed my home address and pick-up details, was given a reference number. Saturday, during the scheduled delivery time, they were still trying to pick up the bed from the store. With a trip to Europe imminent, the inconsistent messages and lack of progress after 10 calls are frustrating.

I am a loyal West Elm customer and have made several purchases, including dining room sets, couches, and a new light. I recently encountered an issue with my rewards points after purchasing couches and a light at the Plano, Texas store in June. Despite being promised 20% in Reward Dollars, I have only received $[redacted] out of the $[redacted] I was owed. My attempts to resolve this over the phone have been frustrating, with long wait times and being transferred to different departments without a resolution. I am hoping for assistance in receiving the remaining points promptly so I can use them towards another purchase. Please communicate with me via email or phone to resolve this matter efficiently. Thank you.

I ordered a table in July, but it was delivered in August with missing parts. The table was returned to the store on 18th Street in New York City on 8/24/[redacted]. After visiting the store multiple times and being repeatedly ignored and hastily dismissed by workers (comments like "if you bought it online, you need to call them because we can't help in-store"), I decided to contact [redacted]. I waited for over 3 hours, being transferred between customer service, delivery, and furniture departments, without receiving a satisfactory response to my issue. This store needs to address its PR problems urgently, including long wait times, disrespectful behavior from employees, lack of communication about wait times, unavailability of managers over the phone (I waited over an hour and had to hang up), and delayed orders. I even had dinner while remaining on hold for customer service (over 2 hours).

Regarding order [redacted]: I wish to report an issue with the Chelsea Barware Copper Cocktail Shaker, item number [redacted], that I recently purchased. The description mentions a copper finish, but I discovered the inside lip of the lid lacks this finish, giving it a cheap appearance during use. Additionally, upon arrival, I noticed scuff marks on the bottom and a strange curved scratch on the side of the item. Although the packaging was secure, this quality concern slipped through. I value the item but desire one that meets the quality standards expected from West Elm products. I was disappointed to learn that these items cannot be found in-store, causing an inconvenience as I needed it for an upcoming party. Any guidance on how to address this issue would be greatly appreciated.

To whom it may concern, My spouse and I have been loyal customers of West Elm at the Breton Village Mall in Grand Rapids, Michigan, for years. Our journey with your store began with simple browsing, then escalated to purchasing items like vases, and later, engaging one of your interior designers to assist in furnishing three rooms in our home. We were satisfied with our $13-15K furniture investment. Impressed, our daughter also bought chairs from West Elm for her own house. In preparation for a Christmas gathering this past December, we visited the store to buy a new dining chair. Despite selecting one, the cashier, in consultation with the store manager, declined to sell it, suggesting we buy two chairs instead, disrupting the floor design. This treatment left my wife feeling humiliated after being unnecessarily urged to make an additional purchase. Upon learning of this distressing experience, I reached out to the store and spoke with the manager, identified as Erin. Her dismissive response, stating West Elm is primarily an online showroom, and her reluctance to provide her last name, further compounded our dissatisfaction. As a seasoned customer service professional, I find this level of rudeness profoundly disappointing. I urge West Elm to address this issue promptly. Failure to offer a personal apology from Erin and address our concerns may result in us never shopping at your store again, and sharing our negative experience with others. Though reluctant to write this letter, my wife’s distress after leaving your store necessitated this communication. I trust this matter will be taken seriously. Sincerely, Joseph B. cc: Joani Gill

I contacted West Elm to cancel an in-home table order. I was assured it was canceled and that I would receive an email confirmation once the Supervisor approved it. However, after not receiving the email confirmation within 24 hours, I called again and was informed by West Elm that the cancellation was still pending Supervisor approval. Two days later, I unexpectedly received a delivery confirmation for the table. Currently, I am in contact with a representative who is unable to guarantee the cancellation since only the supervisor has the authority. I was advised that the supervisor may call me within 48 hours. We canceled the order to avoid home delivery charges and placed a new order for in-store delivery, but now we face the inconvenience of potentially receiving the table tomorrow. West Elm can make this right by waiving the delivery fee for the table arriving tomorrow.

I am Lori Rankin, and my order number is W[redacted]59. I received a chair on September 25th from Pottery Barn, even though the chair was from West Elm. I contacted Pottery Barn, and they arranged for a return to West Elm. Despite not ordering the chair, I cooperated to return it, waiting for UPS to pick it up. After several attempts and miscommunications, UPS finally came on October 12th, coincidentally the day we had placed the chair in the garage due to rain. Frustrated with the back and forth, I have now placed the label on the box outside for another pickup attempt. If UPS does not collect the chair by Wednesday, October 16th, I am done with this ordeal. It has been tiring to deal with a chair I never ordered, making multiple calls and spending much time explaining the situation.

I recently ordered multiple furniture pieces, including 2 pebble nightstands. One nightstand was delivered with the pebble dresser, but the second nightstand was mistakenly sent to another customer. I returned the lamp that I received instead, but it seems the missing dresser may have been sent to the person who got my nightstand. I'm still waiting for the nightstand I purchased. Could you please confirm when it will be shipped? Thank you.

Order [redacted] for the Mid Century Modern Nightstand in Pebble (#[redacted]) was incorrectly delivered to the wrong address, and I received a lamp instead. It seems like the individual who ordered the lamp might have received my nightstand by mistake. After contacting customer service, a return was arranged for the lamp, which I've sent back. However, I am still awaiting the correct delivery of my paid-for nightstand. I urgently require the nightstand, and I am truly dissatisfied with West Elm's handling of this situation. Please rectify the error promptly and send me the correct item that I purchased.

Good afternoon, I hope you're doing well. I am writing to address a concern regarding my recent order, number [redacted]52. Upon placing my order yesterday, I was assured it would arrive on Christmas Eve. However, after the items were shipped, the delivery estimate changed to Friday, December 27. I specifically ordered these items to ensure they would be received before Christmas and I am unsure why this delivery date has been altered. Is it possible to expedite the shipping for a Tuesday delivery? Your prompt assistance in this matter is greatly appreciated.

Four months ago, we placed an order for a bed from West Elm. The delivery finally arrived this week as scheduled with white glove service for assembly. Unfortunately, the delivery team received incorrect bolts, hindering the assembly process. West Elm offered the option to reject the bed, promising to overnight the correct hardware for reassembly. The plan was for the delivery company to keep the bed until the issue was sorted and then redeliver it promptly, potentially by tomorrow. However, recent inquiries with West Elm's customer service have been frustrating as no one seems aware of the situation's progress or when to expect the bed's redelivery. Attempts to escalate this issue to management have been unsuccessful. We are eager to resolve this matter and receive our assembled bed soon.

I recently bought a sofa from West Elm, but unfortunately, the quality was not up to standard. The stitching was coming loose, and the cushions were pilling. I ordered replacement cushions in March, which arrived in May, but were too long for my sofa. After contacting customer service, they charged me for the incorrect cushions without resolving the issue. When I called back, I was instructed to return the cushions for a refund, leaving me without cushions for my sofa. I am now waiting for a resolution from their team regarding a possible return of the sofa.

I am extremely frustrated with the delivery service provided by your company. Firstly, my order was delayed, and after following up for information, I was informed that the delivery window was between December 27 and January 14, [redacted]. I just spoke with customer service and was told that the reason for the delay was because I failed to schedule the delivery by calling the delivery service. It is unacceptable to me that I needed to proactively make this call, as it was not communicated clearly during the ordering process. Despite reading negative reviews about the delivery service, I had hoped for a better experience, but I am now just as disappointed as others who have complained. My furniture, originally set for mid-December delivery, is now delayed until the end of January. I will not be making any future purchases from West Elm.

I have been dealing with this issue for months now, and I am super upset and disappointed. I need immediate assistance and a solution. My order number is [redacted]82. When I call the representatives, they apologize and mention this is a matter for a supervisor to address. However, when transferred, there is either no response or a promise that a supervisor will call which never happens. I have been charged for a damaged table. Initially, on the first table delivery, only the base arrived, then a damaged top was delivered. Despite promises of a refund and replacement, each subsequent delivery has been damaged. The latest attempt on May 24th failed as the box was too damaged to bring inside. When I reached out for help, one representative even yelled at me. I am also missing a rug from the order, which was charged. I am requesting a refund for the rug and the promised refund for the table. An apology from West Elm is expected for this terrible experience.

Order Number [redacted][redacted] was scheduled to arrive by 9/4/22, but it reached the Fidelitone hub in Nashville on 8/31. The online scheduler only offered a delivery date of 10/11. After speaking with staff at the hub and West Elm's scheduling department, it appears that due to truck capacity issues and distance, the earliest delivery date is indeed 10/11. Attempts to reach a resolution or obtain a refund have not been successful. Waiting five extra weeks for delivery or seeking a refund of the delivery fee of $[redacted].54 are the proposed options to address this delayed delivery situation, which feels misleading considering the initial delivery timeline communicated by West Elm.

We have encountered an ongoing issue with a crib for the last month. Despite two attempts by the installer to fix it, they determined they need to order a new crib. Unfortunately, the new delivery date is now set for mid to late August, significantly delayed from the original order placed on May 3rd. Communicating with customer service has proven challenging as each representative offers different responses after extensive wait times on the phone. After escalating the case to a manager under reference number CAS33237-S0B4L4, we were promised a callback within 48 hours. However, a week has passed, and we are still waiting for a response. The replacement order number is [redacted]19. Your prompt attention to this matter would be greatly appreciated. Thank you, S. Mahmoudian