west elm — Local services in Atlanta

I can’t begin to explain my disappointment. Here is an example of poor customer service. I was told by an associate that if I apply for the West Elm credit card and get approved I would get a 10% discount on my purchase and all previous purchases even if the approval doesn’t come through immediately. She even said you can go home and apply, and she didn’t specify any deadline. I made $3000 worth of purchase thinking 10% of it would eventually come back. It took me a few months to get the credit card and when I went back to put my past purchases on the credit card they said they don’t do such a thing. I even called the store the day before to do it over the phone and they said you have to come to store for that. I drove 45 minutes to the West Elm store only to hear they weren’t gonna do it. I am super angry because I had to go through so much trouble to get the credit card approved, and my credit score dropped for it. Then I had to drive so much, and it is even more frustrating when they just tell you “oh I’m sorry it was a miscommunication.” The manager in duty was dry like a robot. He wasn’t listening to what I was saying, he just kept saying I’m sorry. When they are selling their products the associates give you all kinds of promises to get their commission and when it’s time for them to keep those promises they have all kinds of excuses, and no one accepts...

This company is absolutely fraudulent!

We purchased $14,000 worth of furniture and decided to cancel the order within 24 hours. Despite our quick action, they refused to cancel, even though the items weren’t supposed to be delivered for another six months.

I called the store, customer service, and Capital One in an attempt to cancel, and it turned into a horrible, stressful situation. After three months of communication, countless phone calls and emails, and even disputing the transaction with my credit card company, they finally agreed to cancel the order — and my balance went down to zero.

However, I recently discovered there’s a $1,000 balance on my card with two late payments! When I called to investigate, I learned they had sent me a gift card and charged me $1,000 without my consent.

This is absolute fraud and a clear misuse of customer information. West Elm essentially opened a credit line, issued a gift card, and charged me for it without permission.

This experience has been a nightmare, and it’s shocking to see a company resort to deceptive practices like this just to make revenue. Stay far away...

Not regarding a local store. Before you order from West Elm online please pay close attention to the stated delivery dates and be diligent about continuing to check not just with their order tracking feature but by calling customer service. Or perhaps better yet, before you get too emotionally invested, shop elsewhere. I ordered a piece of furniture in late October, they charged my account in late December, with a delivery date in mid-January. Ultimately, the order was moved out three times. After unanswered emails and two uninformative phone calls to customer service, I was finally told that the item never reached the distribution center as displayed on the order tracking feature on their website. This means they charged my account and had my money for a period of about 8 weeks and the item had likely never been built. I canceled the order and was refunded my money in full. If you search online, for West Elm customer service, you are likely to find an overwhelming number of similar complaints where items were ordered and the delivery was pushed out sometimes by months without any explanation from...