west elm — Local services in Columbus

I'm a fan of their products, but the overall West Elm customer service experience is atrocious. I've been let down on multiple occasions. Had an online order that I returned in-store for being defective - this was told to the salesperson who conducted the return. I asked if I could return it for credit for something else in the store right there - I was told that no, they could not do that, and that I could only receive a gift card back in the mail. Ok, fine. Except that gift card never arrived.

Incident #2 - I ordered curtains in-store since they did not have them in stock. When I got the delivery, instead of nearly $300 worth of curtains, they had sent me three light bulbs. I called the store, who said they would need to look into it. I then received a call from the warehouse/customer service, who said it had been shipped in error, not to worry about it, that I would receive the curtains shortly, and that I could just return the lightbulbs to the store at my next chance. Another week or so goes by - no curtains. So I call again, and am told that the shipment was being held until my return was received (which was not communicated to me on the previous call). To be clear, West Elm had been paid my nearly $300 dollars, had not sent me curtains for weeks, and was holding them hostage until I went out of my way to get to the store and correct a problem that West Elm had created - all over what I’m guessing was about $10 in light bulbs. The second customer service agent got the situation handled, I received the curtains, and the light bulbs were returned the next time I was out and near the store. However, it was a huge pain that involved multiple calls on my end. Oh, and I apparently never received "Key Rewards" points for the original order or the replacement order, or many of the other purchases I've made there, even though I'm prompted to enter my phone number to receive points every time I make a transaction.

Incident #3 is a continuation of the aforementioned issues - I opened a customer service ticket through the website in order to try and get the missing gift card/other issues resolved - I received a reply three days later asking for a few pieces of information. I replied to that email with the information requested - and then radio silence. It's been a week since their original reply - I've sent two follow-up emails simply asking for an update on the situation/to see if it's being handled at all - the ticket has apparently been abandoned.

To be clear, I like West Elm products. We have purchased some good items from the store. However, if ANYTHING goes wrong with an order (and given my recent experiences, something will go wrong), your only option is basically to file a charge-back with your credit card company. A really disappointing experience; considering the prices you pay, I would expect a premium level of customer service. Unfortunately, it is quite...

THINK TWICE!!!! Let me start by saying that this review is not for this particular store itself. The people here were friendly and helpful. This review is for the corporate portion of West Elm and their utter lack of customer service once you order and have something delivered (or not)! I will NEVER ORDER FURNITURE FROM THEM AGAIN!!!! I ordered a sofa with an ottoman for my son in NC for Christmas on Dec 7th from the Easton West Elm during their big sofa sale. My son was not moving into his apartment until the end of December, so we had made arrangements that the furniture would be delivered on January 2, 2018. My daughter took a day off of work to wait for the delivery. Now here is where the total headache begins. The delivery guy was nice he shows up to deliver the sofa and put it together (almost $200 for this alone). He got the ottoman portion out and it looked great. He gets the sofa portion out and it was not the correct one for a right handed ottoman so they wont fit together! He tells my daughter that someone labeled the box incorrectly. Which you know ok, I understand a little mistake but the delivery man tells my daughter that someone from West Elm will call them in the morning with a new delivery date for the other half of the sofa. The next day no one called,for a whole week and a half NO ONE CALLED from West Elm! My son had to call them only to find out that they no longer had the particular sofa in stock and would not be getting any more in. My son has spoken with them on the phone now for well over 4 hours. They want to give him only 20% off of another sofa. The sofa I purchased was almost 50% off during their big sofa sale. At the time that I purchased the sofa the deals on sofas were much better than this, they are not even willing to match any of those deals not to mention the fact that my kids have had one part of a sofa sitting in their living room and now one of my kids will have to take yet another day off to either have them take the part they have left back or bring another one. My son finally talked to a supposed manager, after being hung up on multiple time by other wanting to get to a manager, who said that he needed to talk to higher ups and he would give him a call back then next day, that was a week ago!!! Still no phone call, no sofa, no resolutions and I paid them over $1,000!!! If you are looking for customer service and what you paid for, don't expect to get it from West Elm! Take your money and spend it someplace else, I know without a doubt that you will get better...

Moved across the country and needed to buy furniture for our new house. Can say I’m firmly not a fan of west elm. We made a somewhat large order over ~$11,000, and have had a pretty miserable experience so far.

Getting someone to help design our house was impossible. The extent of the service was basically showing us options in store despite us clearly asking for direct advice on the specifics of our new home; email correspondence was slow or non existent and I ended up just relying on my wife figuring out what we needed and where.

Then after we made an order, west elm canceled all of it a few days later without telling us, or our bank; then wouldn’t let us reorder despite having a whitelisted card from WF and us appearing in person with photo ID.

So we applied for their credit card to take advantage of the rewards offer; after being assured it would be a quick process in person. It took over a week, and don’t get me started on how terrible the credit card is. Absolute PITA and to top it off they bone you on the extra 5% rewards the first month by canceling all initial charges you make and only ringing them in AFTER your order ships; which good luck getting anything to ship in under a month. Especially custom. Absolute scam.

Then the shipping estimates are grossly inaccurate. If something says it’ll be there in a month at the latest, expect at least two. We would’ve absolutely never bought from here in the first place if we knew we’d be waiting 3 months for a bed frame and dining room table.

I was under the impression that paying a large premium for furniture would include better service and delivery, especially on non custom items which they have in stock, but so far I’d say if you’re looking for new furniture just get your stuff off of Amazon or from Costco for 1/5 the price. I feel insane for jumping through every hoop and putting in this much effort for what’s supposed to be a...