west elm — Local services in Boston

I love West Elm’s products and look but I wish I could give them zero stars for their fulfillment and customer service. Two years ago, we ordered a bed frame from them, and it kept getting delayed which I can understand. When it was finally ready (8 months after ordering) to be delivered, we scheduled the delivery a week out, day of, we took apart our current bed frame and set it out with the trash, and West Elm never came. When I called they said my delivery had been cancelled because they couldn’t find my bed frame and someone should’ve called. Two weeks and a lot of phone calls later, they find the bed frame, we schedule delivery and when it arrives, it was a mis match of parts for a California king and king size bed, so they had to take it back to the warehouse and said they would call and it should be fixed and ready in a week. When I call back a week later, they said they can’t find my bed frame again. Overall it took over 2 months to get the bed frame, which included us calling constantly and having to get in touch with someone at Williams Sonoma corporate to help assist (mind you they also charged us the full amount when we scheduled the first delivery).

I decided to give West Elm another chance recently and ordered a LED bathroom mirror from them. It shipped quickly, but when we opened it once it was time to install, they had shipped the wrong finish. I return it to a store and re order the mirror. It arrives two days later and is the wrong finish again. I call customer service and they tell me the mirror is not available in the finish I ordered even though it’s still available on the website (and I ordered it for the first time over a month ago so I’m assuming it was out of stock then too)!! They say there’s nothing they can do besides initiate a return and they can’t even confirm they can refund the shipping cost. This place is a mess and it’s not worth dealing with them. I’ll never be ordering another...

Avoid West Elm like the plague! This store's associates and managers do nothing but pep talk and have zero problem solving skills. What is more scandalous is that you, as a customer, have to follow up on the work they fail to do after they rip you off with unnecessary delivery charges, then they blame their system. My favorite interaction was what I heard from one of the managers "I was hired one week ago, so I am sorry I have limited knowledge"! I am not sure if I am supposed to sympathize or wonder why West Elm does not hire managers with enough experience or does not invest in training them to solve problems. They are only trained to pep talk. Save me the drama please and solve my issue! Here is my story: I have made an order of a couch, coffee table, and a chair. The coffee table and couch were delivered but not the chair. Don't ask me why knowing it is available in their warehouse. I have talked to four people so far over the past five weeks, and it has been in vain. I was supposed to get my chair Sept. 3-7. I ordered this particular chair (color and textile choice) five weeks ago on August 22 and did not custom made it because I was promised to get it Sept. 3-Sept 7. I paid for UPS, which was a rip off, because this was supposed to deliver with my flat fee rate. How unprofessional and uninformed they are! Then, when I thought the issue was getting resolved and I was promised a delivery between Sept. 20-22 (since there are 39 chairs available as I have been told in the New Jersey warehouse), I got nothing! At this point in time, I cannot wait any longer and feel so frustrated. They are a bunch of liars! I am not sure if you are aware, but I have been hearing many negative reviews lately from other people I know about West Elm and this particular store. I was planning they will be my destination for my next furniture project, but never...

I've purchased from West Elm in the past, but I'm extremely hesitant to ever give them my business again. I purchased an item to pick up curbside the other day from the Fenway store, as I try to avoid unnecessary shipping costs and am avoiding going into stores due to covid. I hadn't used the item yet, and today noticed it was nearly $50 less. I called the main customer service line and was told that they don't do price adjustments (which in itself is unreasonable to me, especially during the pandemic), and that I should call my local store to return and rebuy the item. I called Fenway WE to proceed with this, but the employee I spoke to immediately was annoyed, and told me returning and rebuying is "against the company policy" and is essentially a price adjustment. I tried to explain that this is literally what the main CS line told me to do, but she just repeated again that I can come into the store but it's against the policy. I said I did not feel comfortable coming into the store, and that I would figure out something else. I called the main CS line again and spoke to someone much more helpful, who said that she would give me a UPS return label to ship the item back. I am now doing this, and will not repurchase because I don't feel that they deserve...