west elm — Local services in Indianapolis

I bought a couch on August 04 2024, I went to the store because I wanted my couch a certain way and didn't want to mess up buying online by myself, the lady was so kind and looked very sure of what she was saying….the couch was customized and I just received it on November 05 (which was fine because she said that will take a long time because it was customized…)but the problem was she ordered it wrong, but that wasn’t all… the biggest problem was what happened after I called many times, well, to make this story short, they said that they cannot exchange, but they will return my money in a ECard and I can buy another couch with them…I didn’t agree, I wanted an exchange or my money the way that I paid, they said they already started the process in a Ecard because I authorized (wasn’t true) they called me “liar”, and after many many calls, they agreed in returning my money, but just after the “wrong” couch got in their warehouse…I didn’t had another choice and this January 13, 2025 they picked up the couch…I really liked this store before, when I never had to returned or exchange anything, but this time was terrible, terrible customer service… I will not be buying anything else in that store and won’t recommend this store to anyone, specifically because it’s not cheap store so we didn’t expect to be treated...

I recently moved & decided to buy all new furniture, mostly from West Elm & Pottery Barn. I spent an estimated $30,000-$40,000. I saw bad reviews about West Elm & the other stores under their umbrella but I also saw West Elm listed as great place to get high end leather furniture. Here I am, less than 2 years out, and one of the pieces from my $11,000 leather sectional is falling apart inside. As the photos document the inside upholstery pulled away from the top corners of the piece to bunch up in the middle. Very uncomfortable to sit on. Only used by husband and I , kids are grown and we don't have much company. The seat in question is mostly used by me, 110 pound women who treats her furniture investments with respect and care so that it continues to look beautiful well into the future. $11,000 of high style but no quality. West Elm will not take responsibility for it since it's over a year. If I wanted disposable furniture I would have gone to Ashley...

Super disappointed in West Elm and their business practices. Their emails are misleading and when you question customer service, they placate you with a bogus answer. For example, a desk I wanted was discounted. I repeatedly received emails with the desk I had viewed along with a banner that says “extra 20% off clearance”. Well once you proceed through the checkout far enough to enter a coupon code, it says the code is not valid and does not decrease the price of the item. When I reach out to customer service, their response is that the item is no longer in stock. The item has been in stock every time I check however she said “We only have the current inventory and price that you see on the website.” Still dodging my inquiry and not taking any ownership of the manipulative emails. Seems like it’s their standard business practice and I will not give them my money on overpriced goods with business...