west elm — Local services in Burbank

I'm sorry to say that I ignored all the negative comments here.

I placed an order on 12/14 for a Buffett that was suppose to arrive by 12/26. I noticed by 12/30th that the tracking information hadn't updated from "in transit to delivery center". Figured, hey it's the holidays I'll give it another week or so. Called the store several times and while the conversations were positive experiences (including the manager who originally picked up my call - I didn't ask to speak with her) they were ultimately fruitless.

I finally took matters into my own hands and called the shipping department, they told me it was on it's way and to wait another week. By 2/23 I finally got ahold of someone who told me my shipment was indeed lost. At a loss and very much still wanting the Buffett I ordered, I decided to REORDER and start the process all over again. The delivery person said I should have an update on my order within two weeks and if not to call back and they'd track it down for me... Welp here I am still stuck in "In Transit to Delivery Center", $2k poorer and still without my Buffett. Tried calling the delivery center and then the store in an act of desperation and I was met with "Nope everything still looks good, go ahead and wait...

The low rating is for the completely horrible and cheap craftsmanship of their furniture. I paid almost $5000 for a harmony sectional with the highest durable grade fabric that looks like a 10yr old worn sweater in 5 months and the pillows are flat , uncomfortable and the springs squeak. My son and I both weigh under 160lbs. So no heavy wear and tear on the springs. You can also feel the frame now under the cushions. I have a 12yr old pottery barn couch in my office that gets high usage that has held up perfectly only signs of some slight wear on the fabric at this point, which would be expected. I also have several West Elm glass and gold tables where there are some weird spots on the gold for no reason just happened over time. I am so disappointed in the lack of quality and the furniture from this company. I will give 5 STARS to the staff of the store who are very helpful and Marlene at 800 customer service number who issued a gift card to refund my couch and I am taking it to pottery barn to buy a new one. I will no longer purchase furniture from West Elm. Pottery Barn and William Sonoma yes but this company needs to work on their product quality control at West Elm....

I agree with everyone else about the poor customer service. I have a shoulder injury and I'm staying somewhere that only fits a sleeper sofa type of bed, which I desperately need. They can cost up 3 grand so I really wanted to try one out and ask questions before making a purchase (which I'm ready to do NOW). I drove quite a distance to come look for one here and after looking around the store, I finally had to ask for help because it wasn't very clear which couches would pull out or not. There were 3 ladies behind the desk. When I asked for help finding a sleeper sofa, the manager "type" said, do one of you ladies want to help him? Another lady said "Do you just want to look around the store because they are all pretty much customizable and can turn into beds, so just take a look around". I had already taken a look around and I've never heard of a couch that could suddenly be turned into a sleeper couch. Her lack of willingness to help or show me an actual sleeper sofa made it obvious I should go somewhere else and I won't ever be back to a West Elm store after this very lackadaisical unwillingness to help a customer who is looking to spend a few grand as soon...