west elm — Local services in Denver

I am writing a summary of our experience with West Elm so that hopefully it does not happen to others as the experience is completely unacceptable.

On October 6th, 2018 we place an order for multiple pieces of furniture from the West Elm website. On October 26th, 2018 we received most of the parts of our order, but we did not receive the Industrial Media Console as we were notified on delivery day that it was damaged. We were notified that the piece would be repaired and that we would be contacted when the piece was ready to be delivered.

On November 2nd, 2018 we had still not heard anything from anyone at West Elm so we called the delivery department for an update. We were told that the piece was ready to be delivered. On the day of delivery November 7th, 2018 (inside the delivery window) we were contacted and told that the piece was damaged and could not be delivered. I had taken the day off work so that I could be home inside the delivery window that we were given, the lack of communication caused me to waste this full day of PTO. We were told on this occasion that a new piece would be ordered to replace the damaged one, which most likely spent the last two weeks sitting at the warehouse damaged.

On December 6th, 2018 we contacted West Elm delivery again as we had not heard anything from anyone at West Elm. You can imagine our surprise when we were told that no replacement piece had been ordered. At this point over a full month had passed since the piece was first reported damaged to us and no action had been taken to resolve the issue. We were able to get the customer service rep to actually order us a new piece. I received the order confirmation for the new piece, the email only listed one SKU when the part was split in two SKU’s on the original order. We did not think much of this as we assumed that it was an internal number and that they were going to replace only the damaged part.

On December 28, 2018 we, along with the delivery crew were surprised when they delivered only a box of parts to our house. We had contacted delivery scheduling the day before and attempted to clarify that they would be delivering the entire piece and not the single SKU. Apparently, the delivery crew was notified not to assemble the piece and to just deliver it to our house and pick something up. We are not sure what they were supposed to pick up as nothing associated with the Media Console had ever left the warehouse. They left the parts on our living room floor and we contacted customer service once again.

On January 4th, 2019 we finally got to see the Media Console 90 days from when we ordered the piece. When the delivery crew delivered the piece, they informed us that the pegs that hold the shelves inside the cabinets were missing, so we are unable to install the shelves in the unit. In addition to the missing pegs, one cabinet door is loose, another is not hung straight, and one of the screws for the upper exposed shelves was so loose that I am surprised that it did not fall out. After 90 days we have an incomplete piece that has been assembled poorly. We still have a box of all the legs and metal pieces for another piece sitting in our living room.

We were offered 15% refund on the piece for “my frustration” which is an extremely low number for all the time, energy, and wasted PTO that went into us finally getting our piece. When spending as much on furniture as we did on this piece there is an expectation of quality, after our experience I no longer have that expectation with anything purchased from West Elm. We will not be recommending West Elm to any of our friends, family,...

Read the reviews and listen to them! Don’t fall for the hype and lies! I know, it’s so tempting because the furnature looks so pretty and the sales person tries to assure you that they no longer have supply chain issues, there will be no problems with the order, and if there is, they will work with CS to resolve any issues so it would be seamless to the customer. NONE of that is true! I read the reviews and was hesitant on ordering, but the pitch I was given was so convincing. Stay strong and don’t fall for it!!!

I worked with one of their design team members, and while she was absolutely wonderful, nothing went right once I placed the order. I was furnishing a house I had purchased, so I made a large order for multiple rooms of furnature. I placed the order in Feb and was assured everything would deliver by March. Well, March came and went. So did April, May, June, July and Aug. No communication. The Design team member tried contacting CS multiple times, but could not get any information from them. Some of the items on my order kept getting cancelled and repurchased. Finally the Design team member found out a little box wasn’t checked in my order by CS, that’s why everything was held up. Something that you would think would be caught by CS MUCH sooner, but again, they are terrible so why would they review pending orders that are stuck in their systems for months?!? Once they checked the box on my order, some items delivered, but most were still back ordered and each day the new date would push out weeks at a time. Then they started randomly charging my credit card multiple times a day. Between the lack of communication, the constant delay in delivery (the last update I received was Feb 2024…1 year after I made the purchase) and the constant charges to my card, I asked for the order to be cancelled. CS tried to get me to keep the order by offering compensation. I asked how much and they said they couldn’t tell me until the order delivered. What kind of game is this?!?!? That just pushed me over the edge and I moved forward with cancelling the order and returning the items that did deliver. It took another month or so for the cancellation to be finalized, all while they still continued to try to charge my card. Moral of the story, stay clear of ordering anything from West Elm! If you go into the store and they have the item in stock, by all means purchase it. If you need to order, DON’T DO IT! Save yourself time, money, and...

do not waste your time or money shopping at this place! they are completely disorganized and do NOT care about cusotmer service, we purchased a dining table from this place towards the end of october 2023 and paid the required $300 delivery fee. They "delivered" on Nov 18th but did not bring the hardware, they left the table and legs (very heavy) in the middle of our living room and just left, we assumed they would be coming back later the same day to finish setting up but when we did not hear back, we called them and found out they could not find the hardware. we  went back to the store and spoke with the manager, and spent over TWO HOURS trying to figure out what to do. they said they can come pick up the current item and promised us an expedited redelivery on a new table between dec 3rd and 13th. they came back on Dec 3rd and only brought a table top, no legs or hardware, we sent them back, they called us the same day saying they have the legs and the hardware and will delivery again on Dec 13th. they came back today with the top and legs and NO HARDWARE (Exactly where we were about a month) and without a plan to fix the issue. They say they have an "investigation" to figure out what has happened. but we have to pay for this table and our west elm card, without any plan for them to figure out what has happened or any guarantee that they can actually deliver this table. We have had to wait at home for them on FOUR DIFFERENT DAYS, had to go back to the store TWO additional times, and have wasted countless hours on the phone with their customer service. We spent so much time picking out this table and were supposed to have it for thanksgiving and the rest of the holidays, now we don't even have enough time to get a table from another store in time. This is so unacceptable for a place that calls itself a luxury furniture store and charges $300 just for delivery! when we asked for a refund on the delivery fee, they said that is "impossible"  because it is a third party - why would you pay a third party hundreds of dollars if they are incapable of doing their job? the store manager, Rueben, promised us he would be "on top of this issue" and follow up and make sure all the items were there before the attempted delivery, but has made ZERO effort to follow up at all. so completely disappointing. don't waste your time...