west elm — Local services in Atlanta

After researching and considering beds for over a year, I finally decided to purchase a West Elm bed frame and I regret the decision. I was supported in-store by an associate named Leslie, who was helpful. She processed my order on March 8 and that's the last time I interacted with an in-store associate.

Two months later, my delivery date came. The hours-long delivery window came and went, so I called customer service and found out there was a delay. I called. They did not send me any notification.

When the deliverymen came, they began the setup and quickly hit a snag: An integral piece of the bed was missing and they could not complete setup. They left the half-assembled bed in the room and told me to call customer service to have the missing piece delivered and the assembly completed.

Within the last month, I have called multiple times to try to get resolution while my husband and I sleep on our mattress on the floor. We had to have our previous bed broken down and removed from the room for the deliverymen, so we have no bedframe. Each time I've called, I get a different customer service associate who shows no empathy and lets me know that there is no update on my issue ticket. I've asked for them to look for the missing piece at the distribution center, asked for their delivery quality team to come out and see the half assembled bed, asked for shipment of the singular part, asked for a completely new order to be placed -- to no avail. We're now 3 months from when I placed the order. One person I spoke to had a crying baby in the background and let me know that she would have to tend to her children and would put me on mute while I waited for 45 minutes to speak to a supervisor. Finally got through to a supervisor who could not solve my issue but gave me her contact info. However, when I’ve called the “direct” number, I get a voicemail.

At this point, I'm not only frustrated but also sad. I would've never imagined this type of customer service at the price point ($2,000). Most of my friend group is in a stage of purchasing homes for growing families, and I work for a big box home improvement retailer. I will share with all those around me about the absolutely terrible experience I've had with West Elm, and I will not shop at West Elm again. So disappointing.

Update: The half-assembled bed frame was returned, and a complete bed frame was delivered and assembled...

Extremely baffling.. My daughter and visited the West Elm Lenox Road were my daughter has been a loyal customer for years! Why after the following experience? She brought in a pair of high end sheets ( The Tencil collection) she purchased in September and many sets prior that the material continues to Unravel even in the middle of the sheets as well as seams. These sheets also are permanently spotted with just washing them on a Delicate cycle. After having surgery and strongly opposed of her visting the location in person, she was confident West Elm will adhere to great customer service and make this situation right. When my daughter attempted to explain the nature of her visit, the store managers body language reflected an unbothered and none caring approach to my daughter’s concerns. The manager ask for my daughter’s name in order to pull up the receipt in their system, the manager said no purchase was found. My daughter ask can you pull up order based on card info or phone # the manager quickly said “No” at this time my daughter searched her records in her found and found the actual receipt and presented to the manager, she preceded to show the manager the receipt and the manager says there is nothing we can do this purchase is September as our return is 30 days only! can I help you with anything else? have a good day. From someone who has worked in sales and management for 34 years myself, what happened to let’s “Do the right thing “ between online and in store purchases a loyal customer was left extremely disappointed and it was ok with this manager. We have always received 5 star service from Home Goods associates who’s bedding has held up perfectly in the past and a fraction of the cost of a high end furniture and home decor store. The lesson is people! The name West Elm does not reflect high end customer service nor quality of merchandise. “ You lost a...

Good Morning,

Unfortunately I had a terrible experience with west elm. After placing our order with no problem. We experienced a lack of communication and the lost of our item for a full month (west elm could not tell us why our product was late nor did they have any idea where it was). We called and received the run around and no information on numerous occasions. After receiving the run around and terrible customer service, we complained. West Elm offered compensation for our experience once the couch was delivered and apologized. Of course once the couch was delivered that offer never was not honored and they pretended it never happened, even though I had everything in writing. (Why offer that if your not going to do it?).

In addition to them basically ignoring their offer to compensate, we also received the couch with a rip in the bottom of it, it was 2-3 month late. The rip is large enough to need repair about 8-10 inches. We have been waiting for weeks to here back about what they plan to do about that.

This has truly been the worst customer service experience and the worst buying experience I’ve ever been involved with. Words cannot express how disappointed I am. Obviously the story was longer but I cut it down...