west elm — Local services in Baltimore

On the evening of June 3, 2021 I shopped at West Elm in Harbor Point Baltimore for a duvet cover and was assisted by a manager by the name of Mike. Mike never greeted/approached me as I was looking around for quite some time and I had to approach him for my needs. The gentleman was very short, had an attitude, didn’t seem like he wanted to be there quite frankly, and lacks essential customer service skills however, I let it go because I figured he may have been having a bad day.

I then returned today, June 4, 2021 to return the duvet cover because after putting it on my bed I discovered it had a yellow stain on it. Mike, was assisting me yet again with the same demeanor as the previous night and I’ve now realized that this is indeed who he is or at least towards me. I informed Mike that I closed the account connected to the debit card I purchased the duvet cover with and asked him could I receive it back on another card or in cash as I used my pin when I made the purchase. He was very short yet again and said, “You need to insert the same card and if you don’t have it then you can receive store credit.” I then asked him was he sure and that I would like to speak to a manager so, I could try to exhaust all options. Mike then said,”There isn’t a manger here and they aren’t going to tell you anything different.” I said well I would at least like to speak to someone else and he then proceeded to tell me “I am a manager.” I then asked to speak to whoever his manager was and he gave me an assistant managers card by the name of Ian Strathy-Miller. I then told him I would like my duvet cover back, that I would be calling customer service, and I was confused as he told me he was a manager and then proceeded to give me an assistant manager’s card so, I asked for his name for reference and he told me, “You don’t need my name.”

I had to leave the store and call to ask another associate for his name so I could call corporate. I think this might be the worst customer service experience I’ve...

I am so disappointment with my experience here. I was invited by Seymone at West Elm Baltimore to participate in a "workshop" on February 6th and communicated back and forth with ideas about what to bring. We decided on terrariums. I was led to believe that there would be about 20 participants in this workshop, so I bought enough supplies for that many participants. When I arrived, I was shocked to discover that no one was expecting us to set up a workshop. I was told by the manager, Lindsey that this was in fact a "pop-up shop" and that West Elm wasn't responsible for any loss of money. To make the situation worse, Lindsey told me that I can leave if I want. I was met with an extremely rude attitude and treated as an unwanted solicitor.

As a small business, it takes a lot to purchase that many succulents, transport supplies, and pay an employee to help. I lost over $500 worth of product in addition to the cost for my own and my freelancer's time. Not to mention, I took time to do this a week before Valentine's day; THE busiest time of the year for florists.

I decided to contact Lindsey and Seymone to express my disappointment in hopes that I could be reimbursed for the money I lost in this process. Wyndal, a district manager, reached out to me to speak with me about what happened, and I provided invoices showing the cost of the supplies I purchased for the "workshop". I was notified on February 8th that the Wyndal would work with their "business partners to create a solution" and have not heard back since. I have tried to contact Wyndal several times since and have not heard back at all, not even an update. West Elm tried to partner with local businesses to promote us in the community, however, this did more harm than good to my business. I am extremely disappointed with the misleading information, lack of communication, and rudeness I have encountered. Lana...

This review is about the company and their customer service, not about this location. The customer service is probably the worst I have encountered to date. We ordered a loft bed. Initial delivery date was postponed by the company for a few weeks. When it was finally delivered and installed, the crew left numerous deep scratches on the pillars. I reached out to the customer service via email. At night, we realized that they did not install the ladder properly; there are several missing screws. As such, the ladder is swinging back and forth, and it’s not safe for a child to climb on. I reached out again to the customer service. Today is day 14 from the installation, and the issue has not been resolved. Every time I reach out, I encounter a different customer service representative, and they provide conflicting information. I cannot get a supervisor on the phone. I have spent so much time on the phone and email to resolve an issue that was caused by their team due to lack of attention and proper installation. All I have heard is that they are “sorry for the inconvenience” and that they “take the safety of our children very seriously.” Yet, at day 14, we still have not received the missing screws to stabilize the ladder, and no one has addressed the scratches. I guess, this is their way of wearing down the customers; so, we give up and...