west elm — Local services in London

I have been on the phone to Customer Services at least 20 times over the past 6 WEEKS - to arrange a simple return which means a collection from their courier needs to be scheduled. It has been OVER 6 WEEKS and each time I call West Elm I get told that a collection request has been sent to Wincanton (their delivery/collection agent) and each time I call Wincanton they say they never received a collection order from West Elm and therefore cannot come to collect items for return. As recently as yesterday I was told that DEFINITELY Wincanton will collect order today. They showed up on my doorstep but it was just another delivery and again claim they have no instruction from West Elm to collect any items from me. I am now starting to believe WestElm don’t actually offer returns and advertise this very falsely and misleadingly which probably should be looked at by the Authorities/Regulators. I am struggling to believe how in 2020 a company can get away with behaviours like this. How does it take over 6 weeks and a simple email communication between them and their delivery supplier just doesn’t work. Avoid at all costs, unless you want to be dealing with stress and frustration that I am going...

I spent about £1k on furniture at Christmas 2023 which I was told would be received on 1 April 2024. It turned out to be an April Fool. Every couple of days I receive an email (I've received 11 so far) telling me the item is out of stock and that it will be in stock on the day that the email was sent. It makes no sense.

Customer services were a disgrace and basically told me:

"The information provided in all previous correspondence is all of the information that we have on this matter. We appreciate your patience while your order is in process. Thank you again, and please feel free to contact us with any other questions."

So I still have no idea if or when the order will arrive despite paying a jaw dropping delivery fee. Not even the courtesy of a broad idea of when my goods might be expected. What on earth? I don't believe that a retailer such as Williams Sonoma has absolutely no visibility of its supply chain.

No apology either. And no offer of compensation for holding my money for four months.

It's a sham - and possibly a scam?

Please avoid this company to avoid serious disappointment and being left...

I have never experienced such poor service in my life, so bad that I feel compelled to leave a review.

I purchased out door furniture in July of this year and I am yet to receive full delivery of items sold. I made full payment on 06/07/19 ( almost £2,000, so not a cheap item ) And the item arrived with missing cushions.

I informed the store manager Radoslaw Zajdel on day of delivery that item was delivered with missing cushions. He said he will get the cushions delivered for me.

Since then, I have spoke to Radoslaw on the phone several times and emailed over 8 times also to no reply or help.

I contacted the store yet again 1 month ago and was told he is away and a new manager would help me - Mr Thornton. In similar fashion I have emailed and phoned and he hasn't replied neither.

So now I'm left with £2,000 paid for furniture that has missing cushions which I cannot use. Now the only option is to take legal measures which will be a lengthy, and costly procedure for me.

Absolute horrible experience and I have been...