west elm — Local services in Alta

I have received better customer service from the DMV and any airline than from this place. The staff is rude and unhelpful. After visiting the store, I decided to order online. They had 2,000 units of my desired item, but someone forgot to initiate the shipping process. It doesn't end there—when I contacted their customer service, they informed me that I had to wait until five days after the latest delayed delivery time before they could take any action.

Upon finally receiving my item through the white glove service, it was delivered by two individuals who appeared disheveled and unprofessional. To my dismay, I discovered that the item was an open box item. In fact, the delivery personnel themselves pointed out that the item was so damaged and cracked that the warranty would be invalid. Naturally, I immediately returned it. When I contacted their customer service, I was only given the choice of a refund or waiting for a replacement, which, by the way, would take months to deliver. Despite my request for a discount due to the inconvenience, they outright refused and provided no alternative options. Additionally, when I reached out to the store directly, they claimed to be unable to assist me.

At every step of the process, the customer service was subpar. From placing the order to arranging the delivery, and even in resolving the issue, their service fell significantly short. It's worth noting that the CEO of this company ranks in the bottom 5 percent of CEOs, which speaks volumes about the poor top-down management. I will never shop here again, and I sincerely hope that you, as a reader, do not make the same mistake. I have never been so upset...

Let me start with - I am not a complainer. I merely expected great service from what I perceived as a great brand. I'm sure the floor staff there are nice. But our service has been FAR from nice.

We bought their Harmony couch over a month ago and ordered it to arrive in LA from SF. The lady said it would take 2 weeks, we were so happy.

Somehow our address was entered incorrectly into their database (we entered our address with their one of their staff so no idea how it was changed) and after calling every second day (everyday was too stressful) they have confirmed our couch is still sitting in a warehouse in San Fransisco. There is nothing we can do and there every time I call it's the same. Apart from the time one girl lied and said it was on the way to a warehouse in LA. Not to mention the attitude I get on the phone when I'm doing my best to be nice an calm and asking why we paid for a couch it seems we will never get. I think our only option now is to cancel all together because they can't seem to find us after weeks of calling! Then we have to find another couch somewhere else that we actually like and wait another 8-10 weeks.

This is AWFUL service from a brand that I liked, and no matter how much I like their design, out of principal will never give them money again. You have...

I should have read these reviews on Google prior to purchasing. I noticed that West Elm doesn't allow posting of reviews on individual products - I now know why. We shopped in Mill Valley and online when we moved to wine country and gained more square footage - most of the items inside our house and all of the furniture in our backyard are from West Elm. The service in the store was good and we were told that West Elm 100% stands by their products so when 2 of our 19 Portside outdoor furniture items started warping and splitting in less than 9 months I called the store. The person who helped us with the purchase - Minoo - was exasperated to hear from me, said she's a designer - not a salesperson - and that her colleague should have handled my issue herself without contacting her. She couldn't be bothered to deal with me and couldn't pass me off to the 1-800 'customer service' fast enough. Customer service was a disinterested rep who could only offer a fraction of the cost of these planters and on a gift card no less. Very disappointing. To WE's credit, all of the other items inside and outside of our house are great and we are happy with them, but these two planters are worthless and will be trashed. The whole experience has been very unpleasant so I'll be looking...