west elm — Local services in Charleston

I am a former admirer and faithful customer of West Elm. I bought a couch in August and scheduled delivery in November. My email confirmation stated I would receive an email closer to the date of delivery with an approximate time window. There was not a thought in my mind that I wouldn’t receive my couch that or that it could get lost, knowing what I knew about this “great” company. The service was simple- purchase couch, receive couch. The day before my delivery date, I had still not heard from West Elm stating the approximate time window I would be receiving it. So, I took it upon myself to call West Elm customer service and investigate. The representative I spoke to told me I would receive a call from her later that day to let me know when I could expect it. The deliver day came, I had not received a call the evening before. Instead, I received 3 spontaneous emails at 10:05am stating “Your furniture appointment is today!” , “Your furniture appointment is next on the route!” , and “Your furniture specialist has arrived.” There was no way for me to be ready within that minute! Therefore, I called West Elm customer service that day and spoke with a man who simply stated, “We cannot help you today, please call tomorrow on Monday.” Unsatisfied, I called again and spoke to Chelsea (San Francisco, CA), who tried her best to figure out what went wrong. After 40 minutes, she recommended I call back during the week for more information and that she most likely thought is was lost. I called back on Monday and spoke to Karen from Pottery Barn’s customer service department. She said she would put in a “doc search” for the couch and compensate me with a gift card when I received the couch- she also gave me her number and extension. I called West Elm 3 days later because Karen told it would take 78 hours to determine if the couch was found or lost. I called West Elm on December 2nd and spoke with Todd Williams from Nevada. He confirmed to me that the couch was determined “lost” and that he would look look into it further and give me a call when he had more information. I had to call him to find out more information. I called 4 times throughout the day before he called me back. He informed me via voicemail, since I was with a patient at work, that they would put in an order replacement. He said to expect it between March 12-30… 4 MONTHS after my original delivery date and 7 MONTHS from when I order my first couch. He admitted “that is terrible, I’m so sorry, that’s just terrible." I attempted to call him back 4 more times and did not hear back from him. So, I called West Elm’s customer service line and spoke with Heather (San Francisco, CA) who listened to me repeat my story yet again. I expected to be compensated for the couch West Elm lost, the 4+ hours I spent on the phone trying to find it, and the additional months it would take for West Elm to replace it. Because Heather's status, she was unable to grant me with this request or similar, she transferred me to Brad, who was unsympathetic to my experience with the company and inflexible with my request. He simply offered a 20% discount on the couch- a discount many companies offer to shopper’s first-time online purchase or on you find with a Black Friday sale. My request was fair: reimburse me the shipping cost as the shipping company is the reason my couch is lost and offer me a discount on the couch that reflects my experience with West Elm's lack of dedication to quality service and professionalism.

As a first time purchaser of a large item from West Elm, I am extremely disappointed, frustrated and let down; I will certainly let others know about my experience and encourage them to look elsewhere when shopping for home essentials. Although their products are quality, tasteful and sustainable- I cannot say the same about their company. I was scandalized and I regret having bought into thinking that West Elm’s image was representative of their service. They have lost a customer and will surely lose many more because of...

Ordering a couch from this West Elm location has been the worst furniture buying experience of my life. The staff sells you on the idea of ordering through the store so that they can handle any issues for you...Let me just tell you that it's as silly as it sounds, and they won't do anything.

My order was delayed...okay, no problem, things happen...except that the new date was double the original lead-time for the order. I called and was told 3 weeks ago that the item was on the container and would be leaving soon. Then last week I was told that the truck had departed for Georgia...none of these updates were reflected in my own tracking which apparently isn't tied to their convoluted (their word) internal systems. Each time I spoke to someone, they assured me that the November date was incorrect and that they had emailed the necessary parties to get an update from them. Each time I spoke to someone, nobody had responded to the aforementioned emails. A store manager went so far as to agree with me today that this was unprofessional behavior by their workers.

I asked a customer service rep to just cancel the order, she told me that it required a special approval. I asked to speak with the person who could give that approval after telling her about the experience I had. She began trying to lecture me about the contract that I agreed to. Companies who point to contractual obligations as they continually drop the ball are a special kind of rotten.

Then, when I told the store manager that if they don't cancel my order, that I would just tell my bank to not allow the charge, she "warned" me that I wouldn't be able to buy anything from West Elm or Pottery Barn again.

I...

We purchased $3700 worth of furniture and rugs on September 6th. The sales person Christian, mentioned that the chairs may be delivered in December. He never mentioned that it would be December 3rd and we are still waiting for a bed, a rug, and a kitchen table. We have had 8 separate dates given to us on deliveries and cancelled work meetings, Doctor’s appointments, and other events to accommodate. We sold our bed and table in September when we received email notifications of delivery dates- we wanted to make sure we emptied the space to accommodate the delivery. We received some automated email with a “delivery tracker” which was continuously pushed out times with NO phone calls. The local store manager has tried to help , but it’s obvious the store has no control or clout. They try to say it’s Covid as the reason for the delays. This is not Covid. This is lack of processing and industrial management, false technology messaging, and lack of customer service. If you try to cancel the , the credit card company says you need to talk to West Elm- and the circle continues. We were pushed around snd off to other departments. This is common occurrence with all partners within the organization. Stay away from buying any products here. There are many other similar style stores to order from that have delivered far...