west elm — Local services in Edina

I hate writing negative reviews but I wish I had been warned. Take from it what you will. I love shopping in this store for things they have IN STOCK but DO NOT recommend ordering anything custom. To best tell my story here is a timeline of what I have experienced. Please understand that dates may be fluid based off of phone and email receipts as I was not logging the experience since I was not anticipating that being a need. But all dates should be within a couple of days if fact checked.

8/10/20 Order placed in store, told I would receive my table as it was in stock in a weeks time (which I did) but the couch delivery would be between 11/25/20-12/08/20

10/2/2020 Called by retail support that my couch was on a truck on its way from Tupelo, Mississippi but may take up to 3 weeks to arrive

10/7/2020 Called by retail support that the truck will be arriving in Minnesota (my home) on Friday and I will be contacted when it gets scanned in to set up delivery within the week **At this point we went ahead and made arrangements to get rid of our existing furniture to make room for the couch that would be coming.

10/9/2020 Called by retail support and was told this was not the call I was anticipating but that they had actually lost my sofa along the way and it had not arrived with the truck. Now begins the journey of “expediting” my order.

10/16/2020 Called by retail support that my replacement will “drop” on the expedited line in 24 to 48 hours and should take 10-15 days to complete production. I was also told this would be in my living room NO LATER THAN 12/18

11/4/2020 I called my retail support contact to see if it was on its way as it had been over the 15 days for production and she told me she would check on it and get back to me

11/6/2020 Called by retail support that she is waiting to hear back and will keep me in the loop

12/8/2020 Called by retail support to inform me that not only had my couch never been put into production but the fabric is now back ordered until early January 2021 and my new estimated delivery date is 2/8/21 - 2/22/21. I expressed my deep disappointment and was told I would be given 10-40% back in store credit.

1/5/2021 I receive an email that my order has been delayed and the delivery date now reads 3/22/21-4/5/21 …. 8 MONTHS AFTER PURCHASED.

My order remains pending... I have sent this to their corporate office and hope to hear a response. I will update when I hear...

HORRIBLE online shopping experience(s). HORRIBLE. I'll discuss my most recent experience in detail first and then will briefly describe some others of the past (should have learned my lesson). My wife ordered a leather chaise sectional online. The "ship by" date moved back a couple of times (by 1-2 weeks each time), which initially made me nervous and annoyed. Upon contacting customer service, we were told that part of the order had shipped (our credit card was then charged the $3,500.00). After another week, we contacted the shipper and were told that they were still waiting on the remainder of our order and they would contact us when it arrived to schedule delivery. After another week or two, we again contacted customer service and were told that the portion of our order was no longer being made in the color we ordered. WTF?!?! Then why did you take my order in the first place, why did you charge my freaking credit card, and why do I have to contact you to find this factoid out 6 weeks after ordering? Almost unbelievable. Almost.

In the past we ordered a long curtain rod that arrived (long after it was promised) with missing brackets. Attempted to get correct brackets sent to us, and they again sent the wrong ones. First they said they couldn't send me a whole new rod because they were discontinued. Then they ended up sending me a whole new rod, which I returned to the store because I'd already hung the original rod using the wrong bracket (it ended up working ok, but not like it's supposed to).

Before that, we ordered a fairly large framed print. It showed up with shattered glass. They resent and, to no surprise, the glass was shattered again. I understand that this is probably the shipper's fault, but c'mon, get your stuff together. We ended up just asking for a refund after going through the hassle of shipping it back twice.

While I'm complaining, you don't have the option to ship West Elm furniture to the store. So, you are forced to pay shipping charges, which for most other places would not be incurred since you can have them ship to the store/warehouse and pick the items up yourself (to avoid paying for obscene...

Absolutely one of the worst customer experiences I’ve ever had. We debated over tables The weekend of Black Friday and finally decided on a beautiful option from West Elm - the box drop leaf table in mango. We chose this item over a few other tables from other companies which were also discounted that holiday weekend, and were excited to use it over the holiday season. Table was ordered 11/24 & promised delivery on 12/8.

Needless to say, it’s now 1/28 and we STILL have no table. I’ve spent over 3.5 hours on the phone with a completely ineffective customer service team over the course of 6 phone calls. Since the initial order, the delivery was delayed 3 times, and the last we heard, the table was supposed to be delivered on 1/3. I have had no updates on our order since 12/28. I find this absolutely ridiculous, and what is much worse is that our bank account has been charged and refunded THREE times during this timeframe, with no communication from West Elm that the charge was coming or being redacted.

In their favor, the company offered to refund the delivery fee, and then offered an additional 10% off given the delays (there was an initial discount - again, we ordered over Black Friday weekend for a reason).

I am furious because we never would have bought this table had we known it wouldn’t be here. Now customer service has predicted February or potentially July as delivery dates. Friday after 20+ minutes on the phone with them, the rep told me a supervisor would call back before midnight; however, I have yet to receive that call. Saturday the rep told me they have up to 48 hours to respond. It is now Monday and I haven’t received any response. I am sick and tired of dealing with this terrible company, and very disappointed with their response. I would happily cut ties and go with a table from another company; however, the $300 we would have saved would we have ordered the table then is prohibitive.

I can’t stress enough - this company, while they make beautiful pieces, is the WORST at fulfilling...