west elm — Local services in Grand Rapids

This has been one of the worst buyin experiences of my life!! What an awful choice I made by choosing Wedt Elm. One would assume that paying a premium for name brand furniture from a reputable brand that is affiliated with Pottery Barn and. Williams Sonoma, all places I trust and buy from. Boy was I wrong.

I purchased a sectional furniture set, which we absolutely loved, that is until it broke in half 2 months in. Faulty craftsmanship, poor wood... whatever the cause, I am left highly disappointed.

I wish I could say that this was the apex of my issues,, but this is merely where it all begins.

I reach out to West Elm in order to rectify the situation, only to be transferred from department to department, having to divulge my personal information each time, until I finally reached someone who could help me after the 5th try. I was asked to email a few photos to them to illustrate the damage. I received an email back, instructing me to connect with the delivery company at that dropped off and assembled my fur student, as they would handle it from there. I connected with the delivery company, who requested that I send them photos as well, so they could determine if it’s something that they could fix, or seek replacement. Insulted that they would even ATTEMPT to repaid a couch that has zero structural integrity, I politely demanded that repair would be unnecessary and that a replacement is the only solution. They communicated that it was procedure to at least have her team stop out to the house to take their own pictures and assess the damage. They set up a day that week with the all too familiar 4 hour window of arrival.u was told that they would call my cell when they were on their way. I work 10 minutes from home, so I was ok with that. 15 minutes from the end of the window I receive a call saying they’d be late. Again, I asked for a call when they were on their way and I would meet them. The next call I get 30 minutes later, they are in my driveway. Frustrated, I asked them to wait and I’d be there in 10 minutes, and a raced away from work, only to find them gone. After calling the company, they were not apologetic, only telling me that they would process the replacement. Why couldn’t that have been done to begin with? I’ll tell you why... cause they never processed it.

By now I am furious. I call West Elm again... steaming and finally reached someone who could help. I wish I remember her name cause she deserves a raise. I now have a new sofa being built. D will be here shortly. Easy process. Why couldn’t that have been done to begin with?

Issues resolved? Nope. When purchasing I signed up for a deferred interest same as cash plan.... after making three payments, my wife noticesd interest accruing. I contacted the credit department who handled my complaint very well, issued a dispute. I was instructed to not pay on the account as it was inactive during the dispute and my new account would come in the mail once resolved and my new payments would be due at that time. WRONG. I was charged a late fee... my credit now dinged, and interest free option not granted, saying they can’t fix it. That is fraudulent advertising.

In all, I am so disappointed with my purchase. No one at West Elm, other than the one young lady who finally help me, seems to care about anything. At this point I am very apprehensive to do any business with any of the companies. Definitely would not reccommend at this...

AVOID!! Went to this Grand Rapids location and the customer service was just terrible. We walked in and did get a casual hello from an employee who was restocking a couple items. We said hello and decided to patiently wait since her hands were full. She decided to just keep stocking more items versus help us and we just stood watching. She finally called over to another employee who was behind checkout counter, on her phone scrolling, back to us. This person seemed bothered that we needed assistance. We asked our ONE question, which was the sole reason for our visit, and she responded with, I don't know. She walked us over to a third employee who also responded, "I don't know, did you check the website?" At this point I was getting frustrated because the attitudes of all employees were such that I, as the customer, felt like I was burdening them. I told them I did check the website, but I hoped they, as the direct store, could more easily help me. It was at this point they started directing me to "just shop at Pottery Barn." I calmly made the point that when you are dropping this kind of money on nice items, one expects a bit more help in small issues, to which the third person (who CLEARLY did not want to be bothered any longer), said "Just go to Home Depot then." That was the moment I gave up. I work on home restorations, and I was working that day. I strongly feel I was typed as, not worth thier time, due to not being glammed up. That said, I do see MANY other reviews with the same customer service complaints, so perhaps it is just all people they dislike.

I will NOT return, and I most certainly will not buy online. The demise of store fronts are not the online options, it's your total distain for...

This review is a culmination of our experience over the last year during which we have ordered a bed, multiple other small home furniture items, and recently new bed sheet sets. While the products and offerings at West Elm are extremely attractive (they keep bringing us back), the service has been exceptionally poor and is making me question shopping there ever again.

First example: We ordered a bed and offered to pick the product up in store. We were told the bed was being shipped from another regional location and would arrive in 1-2 weeks. The bed was not shipped to the store for 2 months and this was in the face of routine calls from me, the customer, to check on my order status. Not once did they call for an update themselves. We would above all appreciate honesty from a retailer. If it is going to take 2 months, then tell us 2 months. At least then we are prepared for the wait.

Second example: While a small detail, I think this story exemplifies the lack of care for the customer in a West Elm experience. I purchased a sheet set for $120. Two days later, the same sheet set went on sale for $90 and so I called the store asking for a price adjustment. I was told "sorry we don't make price adjustments". So instead, I the customer, had to reorder a second sheet set myself for the new price, and return the first set. Now this is not an extreme amount of work on my end, but nonetheless a hassle. Most reputable retailers will bend backwards for customers however that has never been the case for West Elm. They simply don't care about their customers. It is unfortunate but true. Sorry West Elm, we are breaking up. We will be taking our...