west elm — Attraction in Hallandale Beach

I wish I could leave a review for the awful product I purchased from West Elm directly on their website, but the local store will have to do SINCE THEY'RE AFRAID OF ALL THE HORRIBLE REVIEWS THEY WILL GET. West Elm quality is little to non existent as far as I can see which is disappointing considering having a great experience in the past with a bed purchased 7 years ago. It seems that the company is now only focused on scraping all the money they can beneath themselves and gave up on customer service and quality. (READ OTHER ARTICLES ONLINE - SEARCH : WEST ELM QUALITY/WILLIAM SANOMA) You never know what you'll get a quality piece or awful item which is extremely overpriced. Purchased the narrow leg bed which we originally received almost 4 months after initial order. Ordered in September received late December. Now after 3 months of use the center beam snaps on my husband and I at 3 am, we are now sleeping on the floor as of April 7 and I'm 6 months pregnant. Contacted Cust Service April 8 which told us " If you could please respond to this email with a desired resolution (ex: refund or replacement) we would greatly appreciate it. Once we have your response we will respond accordingly." 3 days after initial complaint. If given the option we will go with a refund! Sounds great. I can take my $350 and purchase a reliable product. They told us bring the item to the local store if accepted by management since we did not have original packaging to ship it back. Upon arrival Apr 13 they removed the item from the car only to tell me they can offer us store credit? Had to put it back in the car. The manager Alain Fequiere "escalated" this to I don't know who and promised we would receive a call back the same day. NEVER HAPPENED. I contacted the store multiple times and left a message and NEVER HEARD BACK FROM THE MANAGER EITHER. Finally had to call customer service April 18 where I was directed to the quality dept. had to resend photos of the damage AGAIN and wait 6 business days/ 8 full days to finally get a call at 8:30 a.m. to be told that they can send us a replacement or store credit AGAIN from someone whose job is to convince me to accept this. At this point I REFUSE. I want my money back and I don't plan on purchasing furniture from this store again. There is no Warranty for your PURCHASE and no one seems to care about the lack of quality or service....

BEWARE OF THIS STORE. DO NOT COMPLY WITH DELIVERY (YOU WILL PAY AND HAVE NOTHING) DISGUSTING COSTUMER SERVICE. On September 11 I purchased at your store 3 Items ( 1 coffee table and 2 side tables). The 3 items were on stock and ready to ship with delivery date “approximately” between September 18 to October 1. I paid for the delivery. By October 1 I contacted costumer service to find out if the items were shipped as it was the last day of the delivery window. Th first person I spoke to told me that only 2 items were available and that it would be delivered by the 8 and that the third item would be delivered sometime in the future. To which I responded that I paid for delivery between the dates I mentioned. She responded that it was an approximate date which mean “any time” when I ask to speak with a manager I waited on the phone and 47 minute after the manager said the same thing. I asked her if she would buy any item without a delivery date other than “sometime in the future”. Off course she refused to answer and dropped the call. I call again. This time a representative named Skyler (much nicer than the first one) apologized but gave me the same answer and refused to answer the same question “delivery at any time”. Now I had a manager again 39 minutes waiting. She did say she would not buy any item without a delivery date. She said that now (magically ) the 3 items were available but would not be delivered 2 of them by the 8 and the third one by the 18. I asked to follow with an e mail with the specific dates, and she said she could not do that. It flat out a LIE and a theft. I got my bill for the items I purchased but don not have and the delivery fee for something that have not be delivered according to specifications “ready to delivered between the 18 and the 1”. I HAVE NOTHING. DON’T PURCHASE ANYTHING UNLESS YOU HAVE A...

The store personnel, I have absolutely no complaints about. The company itself is a complete disappointment. I waited over 6 months to have my table and sideboard delivered, to be called 1/2 and hour before the window of delivery closed to be told that the item was too heavy to be delivered. They told me it would be delivered the following week and that didn't happen. I followed up got it rescheduled. I called the day before and had to get the manager at the store to expedite ( which im thanful for) the request to ensure there would be enough man power to deliver, since i was told by customer service to call the warehouse directly. Being such a "prestigious" furniture store i was appalled i would have to do all these follow up myself to begin with. Delivery day finally came and the marble top was broken! Customer service told me i would have to wait 6 months to get it! Absurd. Also, the delivery guys were great, but I cannot believe this company wouldn't even provide a lift on the truck for them! This item alone weighed approximately 300lbs! I was so disappointed i refused the entire delivery and demanded a full refund. I am very upset that i wasted so much time waiting for an item that i anticipated so much!

Also to note this review is not a reflection of the staff at this store by any means, but of the company itself!

Highly disappointed and will make every effort to share my experiences with others to deter purchases in the future. I have come to find out from other friends that they have had similar...