west elm — Local services in Contiguous United States

I would give 0 stars if possible. We purchased a made-to-order recliner and an in-stock sectional w/chaise from West Elm on November 29. At the time of purchase the sales associate let us know they typically wait until all pieces in an order are ready before they deliver, but since the recliner wouldn't be ready until March and we didn't have a couch at our home, she said they could deliver the couch when it arrived (anywhere from Dec 9-23). I was told to call the store on the 23rd to see if the couch was ready to be delivered. I didn't call then but my husband went into the store on Dec 27th to ask about the split delivery, and they said they'd see what they could do and would call us. Four days later we hadn't heard from them so I went to the store to inquire again about the split delivery. They told me the couch was sitting in the warehouse and that they would email the delivery company right away to approve the split delivery. Four days later I still hadn't heard from anybody so I called West Elm and the person I spoke with said they would send the approval in and somebody would call the next day. We waited all day the next day and nobody called, so my husband called that night and got the person working the warehouse to promise he'd call the next day with a delivery update. The seas parted and I got a phone call from the warehouse manager the next morning saying the delivery company should be calling me soon with a delivery date. Eight days later I hadn't heard anything so I called the delivery company to ask about delivery. They said that they had to "send an email" regarding split delivery and they would call me back the next day (it is now January 14th). They never called so my husband called January 17th to ask about the delivery situation. They said they'd call Tuesday (the 21st) and give us a delivery window for the next day. I could not be at my house for delivery so I had my mom come over. She and the delivery guys noticed some upholstery issues but I said it was ok to sign off on the delivery. I just wanted a couch to sit on! That was my mistake. When I got home I immediately noticed the upholstery issue; staples were coming loose and I could see part of the wood frame and padding where the fabric hadn't covered it. Our sectional included a chaise, and our "chaise" was just an ottoman. The couch had metal prongs sticking out of it where it should connect with the ottoman to make a chaise; however, there was nothing on the ottoman to attach it to the couch. I went to the other side of the couch and immediately noticed the arm was cockeyed and when I touched the arm, I discovered it was flimsy and it wobbled when I barely moved it back and forth. My husband emailed an associate of his who also works at West Elm and asked her what we should do. She forwarded the pictures we sent her to the sales manager who called us to talk about it. We said we want a refund and to come get the couch asap. She said she'd email the "quality team" and they would take 5-7 business days to respond. On the end of the 7th business day they called me. I said I want the couch gone asap and the man I spoke with said the same delivery company should call me the next day to set up a pick-up date. That was two days ago and I'm still waiting on...

Don't waste your time with the "free" design services. I really like the West Elm brand and have been a loyal customer. We recently remodeled, so I took advantage of having a designer come to our home and help me with some ideas of how best to fit new furniture in the space. Shannon came to my house on July 8. She said she would have a couple ideas back to me within a couple days. Those couple days came and went. I never heard back so I emailed her on July 19, no response. I called the store to find out she had gone on vacation. I finally received the design at the end of July. It was two drawings with the same couch, two chairs (different colors) and a rug. I was supposed to receive at least 2-3 ideas with the different couches we had talked about and variations in how to organize the furniture. Useless. I could have done what she did on a piece of paper. I replied to her and asked if I could get a drawing of one of the different couches we had talked about. She replied on August 14 and said, "Sure, I can do that!" and it's now September 18. Don't waste your time using their free design services. The only reason I gave this 2 stars is because Shannon was on time to the appointment and was a friendly, professional person. Her follow-up and follow-through was horrible. I'm going to make an appointment with Bungalow...

My girlfriend and I went into this store to look around and we found a nice item we wanted to purchase. As we made our way to the register we noticed one associate helping an older couple, and literally three others decided to help this one couple. No one acknowledged we were at the counter trying to buy something when we were literally right in front of them. Five minutes passed and finally one lady asked if we had been helped as if she didn’t already know, then she radioed someone to bill us out for honesty just one item. Like she couldn’t politely ask the people she was helping to bill us out and go back to helping them. So we waited longer for someone to help us and nothing we were about to put the item down and say fine I guess not when finally a lady walked up and asked some older women who just walked up to the counter if they needed help when we were directly in front of her. Thankfully the other customer said I think they were here first. So thankfully we finally got helped and billed out after almost 15 minutes of standing at the front counter. Truthfully if you’re not middle aged you will received not even a greeting at this store, and forget about being helped you obviously can’t afford to buy anything there so why even go into the store. Worst customer service I’ve ever...