west elm — Local services in Alpharetta

Strap in for an honest, point for point review of our experience buying one couch from West Elm. We bought the eddy reversible couch with the chase in July 2018, and it was on back order when we bought it. We understand it’s a popular item and our confirmation email gave us a week long time frame in September as the delivery date, and it said that we would be contacted to schedule the exact day and time for the delivery of our couch. As the week of our couch delivery got here, I called this store location to get a status update, and they just said the furniture people would call us to schedule a time. We called one more time at a later date (because at that point we were in the middle of the delivery week according to our confirmation email and had heard nothing), and were told the same thing- that the furniture people would call us to schedule a delivery time. So the week in September that we were supposed to have our couch comes and goes. Since calling the store obviously doesn’t help, my husband checked the west elm website to view our order status, and it showed a new delivery date for sometime in October. I was never made aware of this via email or phone call, so I guess we were just expected to check on our own. From that point, we just checked the website every day for status updates until we saw that the exact delivery date was ready to be scheduled, according to our account on their website. Once we saw that, I called the furniture department and they scheduled a delivery date for the same week. The delivery guy came and unloaded everything in our apartment and was getting ready to put it all together when he realized that there were no bolts in the package. Apparently the bolts that connect the legs to the couch were missing from the packaging. So he called his manager to let her know that this had happened, and he had her talk to me through his cell phone; she told me she would call me the following Monday to let me know if they could just send us the bolts or if they would have to send us an entirely new couch set. Since they don’t sell the bolts by themselves, she wasn’t sure if she could ship the bolts by themselves. Monday comes and goes, so finally I called the west elm furniture number again on Wednesday & tell whatever customer service rep I talked to the backstory, and she apologizes to me and says she doesn’t know why nothing has been done yet because she can see that no order for the bolts has been started. (So this means whoever I spoke to on the phone the day of the delivery literally did not do anything.) The woman tells me that she’s just going to send us a new set of legs at no charge because the bolts are supposed to come with the legs of the couch; that way they can just get the bolts to us without having to exchange the entire couch set and go through all of that again (bc it would legitimately probably be 2019 before we got our couch if we had to do that). We get the package in the mail that has the legs and the bolts, and not only are there not enough bolts in there for our couch, but it’s the wrong size bolts too. So we still are not able to connect the legs to the couch, and our couch is still just sitting on the ground. My husband is currently at Home Depot trying to find the correct bolt sizes so we can just do it ourselves because obviously West Elm is incapable of providing the products we paid for or following up with any kind of good customer service. In summary? DO NOT BUY FURNITURE FROM...

INCOMPETENT. Do not buy anything from this company. I STILL DONT HAVE MY ORDER AFTER ALMOST A YEAR. They stole our money.

This is my first review I have ever done. The lever of unprofessionalism and utter incompetence this company has shown us is unbelievable at this point. We ordered a custom made bed from West Elm in November of 2022. Almost a whole year later and we still do not have our bed.

The initial delivery attempt was made in March and it was noted upon unboxing our bed there was a broken piece and the bed could not be assembled. The delivery team left a half assembled bed that we were unable to sleep on. They were at my house way past the estimated time and went to leave around 10pm, only to discover their truck wouldn’t start. My husband drove them to go get gas for their truck. Mind you we payed extra for the ‘white glove service.’ I immediately called the store the next morning and was assured it would be handled and the broken piece would be shipped and the bed would be assembled correctly. At this point it left us sleeping on the floor while we were waiting for the correct part. This waiting went on for months and took up many hours of my time making phone calls and sending emails. We finally heard back they would be delivering the missing part. I cleared my day once again for delivery only to discover they showed up with the wrong piece. This happened 4-6 more times through the next few months (I lost count because it happened so frequently). I would call and verify the correct piece we needed and would clear my whole day for delivery and the incorrect piece was delivered. I exhausted all options in getting anywhere with phone calls and emails to corporate. I even sent the president of West Elm Day Kornbluth an email. Crickets. It was almost impossible to get anywhere with any corporate officials from West Elm. We finally decided the best option was to start over completely with the bed and reorder since we were told by West Elm they were not able to locate the part we needed. Several months later, we had a delivery date once again. The morning of delivery I was called and told the headboard of the bed was sent to the shop for repairs and was damaged in transit and the bed wouldn’t be delivered. So here we are a whole year later, West Elm has not delivered my product and has kept my $2,300. They have made no attempt to swiftly rectify this situation. This used to be my favorite place to buy home decor and furniture. I have multiple pieces in my home from them. Now every time I hear the name West Elm I get a pit in my stomach thinking about all the anxiety they have caused me and my family. So if you are thinking about ordering anything from this company, please save yourself the stress and do not make a big mistake like I did.

UPDATE We ended up cancelling our order with West Elm in September. Five months later and I am randomly still receiving calls from West Elm trying to schedule delivery for the broken piece of our bed. Every time they call, we tell them we cancelled the order months ago and yet they still keep calling us saying the order was never cancelled. I’m not even surprised at this point, the whole company is absolutely incompetent. I ended up going to Ashley furniture and getting an awesome bed that we ordered and was delivered to our house the next week with...

This is one of the worst companies we have ever ordered from. This all started 3 months ago when we needed to furnish our new home. We worked with a very nice (at first) designer named Peggy who was very helpful and spent a lot of time with us. We had picked all our items and made several orders. It was all downhill from there. Multiple items had significant delays. Items were constantly getting lost. They would say they are delivering certain items but would deliver other items. They would say items were delivered which never were. They called me and said that only half pieces of items can be delivered. Every day was a new problem. Peggy had assured us that since we ordered with her, she would be making all the phone calls and following up the company. She did this for the first few weeks however the problems kept piling on. At this point she was no longer returning any of our phone calls and had completely ghosted us. I escalated things to the managers at the store and they sent a few emails to the corporate level, to the "highest level possible". I followed up several times which did not amount to any resolutions. Not once did they follow up with me letting me know of any progress. No one at that branch cared to solve these issues for us despite us spending 40K on west elm and pottery barn products! We had to take matters into our own hands and now have spent hours on the phone with customer service. The managers say they will follow up but never do. The corporate managers ignore my emails as well. Every time you call you get a different person and there is never any continuity to actually get problems solved. The amount of stress this company has caused my family is unreal. Needless to say we will never order from any of their brands again. If you do order from this store, rest assured if things start to go awry and you become an inconvinience, they will...