west elm — Attraction in City of Rochester

AVOID AT ALL COST, Buckle Up For A Disappointing Adventure

My wife and I first walked into West Elm looking for mid-century modern sofas and truly loved the axel sofa and placed an order for 2, one leather chaise and the other fabric sofa. Initially we had a 10 week wait time. About 2 weeks prior to delivery we were told the fabric sofa has been discontinued. Although quite disappointed and after much deliberation we ordered a leather axel sofa in its place which was “In stock, ready to ship” with arrival anticipated in 2 weeks (“Perfect!” we thought). As soon as we ordered it (in store with the manager, Sandy) it said backordered for us while continuing to say in stock and ready to ship on the public website. Discussed this with staff at west elm and how it’s technically illegal per FTC regulations. They said I didn’t understand the terminology of “backordered” (side note: West Elm was literally sued by FTC in 2020 for these issues and has still not reformed their practices). In the meantime, we are thrilled to see our axel chaise as shipped and is “in transit from distribution center”. Unfortunately 5 weeks later and to date 29 calls, 4 in person visits to the Rochester store and numerous emails later it turns out our axel chaise NEVER EXISTED. Funnily enough I even flippantly asked Morgan Larracuente (Premium Customer service) if it existed and she assured me it had, just was not unloaded from the truck yet. After all these inquiries I received a simple email stating we “no longer have the component pieces available” therefore they are canceling my order. Mind you they charged me for the sofa the full $3291.44 when “it” shipped 5 weeks prior. Shifting our focus back to the second Axel sofa we ordered after the initial one was canceled, the delivery date was pushed back an additional 2 weeks. Finally we had that one set for delivery at the already delayed date to find out the delivery was canceled (although the email said a different date was canceled from when we had scheduled). When I inquired about this, customer service could not tell me for sure if the delivery was canceled but they were “guessing” (yes that was the word used) if I received an email it must be. When I asked to speak with the supervisor, an incredibly rude person named Timea (spelling?) was verbally aggressive to me and refused to let me speak with HER manager when I pointed out her unacceptable behavior. Her response was “No one talks to my manager.” She also refused to tell me her full name so I could report the incident with West Elm. I did report the incident approximately 4 weeks ago and have yet to hear anything back from West Elm. Anyway, I called back to get someone else who promised me a delivery in 1 week and said they would send me an email confirmation of this. The next day I still had not received the email confirmation thus I called again and no one had any record of this or my discussion with the prior individuals. Then I was told the next best delivery would be 4 additional weeks away. I then canceled both of my orders and did not receive a refund for any of the $5559.18 cents that had already been charged and paid in full. I am still currently disputing these charges with my credit card company’s assistance. I would like to give honorable mentions for fairly pleasant but completely USELESS customer service reps I interacted with, notably each of them lied (or at least provided false information whether intentionally or not) to me on at least one occasion with exception of Tim and Shannon In store at Rochester Location: -Kelly Cardinal, Sandy, Tim “Premier Customer Service” reps: Shannon, Morgan Larracuente, Janelle Favella, Melissa Jane Other reps I spoke with who were also useless yet less pleasant: Maria, Simone, Dana Worst of all of them...

We ordered a custom couch which took 3 months to build. Prior to delivery we paid a company to take our old furniture the night before. Delivery day, they arrive with the completely wrong couch (color, material, feet). We told the delivery company and they packed it back up and took it away. When I called West Elm, they said it was going to take another 3 months to get the correct one and that the delivery company should have left the wrong couch. We now have no furniture and they will not offer any compensation to get a temporary couch or solutions; so we have no furniture to use for the next 3 months unless we pay out of pocket. We then called the delivery company on 3-way to see if the driver could turn around and the delivery company said West Elm told them they are not aloud to leave the wrong one, West Elm said they should have, so they had to explain why each were not providing accurate information on the phone together. By far this has been the absolute WORST experience ever and we paid almost 4x as much for this couch as any other furniture we have ever had. The only reason I gave them any stars is because the couch, whenever we do finally get it, is amazingly comfy (our friends have the same one) and beautiful; but given this experience and the lack of assistance from West Elm (corporate) or the delivery company, I would HIGHLY recommend...

I ordered 2 tables from west elm back in April. The tables were delivered in May .. one of the tables were damaged upon arrival & the other one was much smaller than I envisioned so I called to schedule a return for both tables. I called everyday for a week straight and each person told me that the tables never showed as delivered so they couldn’t schedule a pickup. After calling & calling day after day they finally scheduled a pickup for the tables. They gave me a pickup date of Tuesday 5/24 to pick up the tables but arrived on 5/23.. no problem ! They took both tables that day.. I waited a few days to call West Elm again about my refund for the tables & of course they are still saying they don’t see that the tables were ever initially delivered so they couldn’t see that the tables were picked up for a return. A few days later I got a refund for the one damaged table but not for the Anton dining table that I also refunded. I call West elm every single day for weeks just for them to not help me with getting my money back. At this point I’m going to have to call my credit card company and file a dispute. I even have video proof that both tables were picked up as I have security footage ! This company is terrible when it comes to being organized, punctual and professional ! Just HORRIBLE ! I would never buy anything...