west elm — Local services in Kendall

Bought bed in November 2022, salesman gave me a delivery date of Jan-Feb 2023. In late December, they called said they could deliver early Jan. January 10th, they delivered bed but told me headboard was put in truck damaged. I refused delivery thinking, I will never get a replacement on a custom made headboard. Called warehouse with driver there, she said to call customer service and no one would answer phone. Refused the bed.

Called B2B, they said they could send me the bed and they would order a replacement headboard. Only problem is they could not find the bed in the warehouse and it would take 72 hours to locate it. The bed they had delivered on the 1st visit. They lost my bed.

Escalated to supervisor, Hope in B2B, she was going to handle matter “supposedly”. She said I will take care of it and keep an eye out for the headboard and ship everything together. New headboard and bed (they found the custom made bed) or so I thought.

I went on a trip and came back to 4 emails, please schedule your delivery. Called to find out if everything was being delivered, customer service said yes. Is the new headboard in? They said yes.

Today I was supposed to get the bed with the REORDERED HEADBOARD.

Driver asked me on the phone if it had storage. I said yes. I said do you have all the pieces. He said I don’t know I’m just the delivery person, I’ll see you in an hour.

An hour later, he’s in doubt about everything. He shows me the bed through an opening and I said that is NOT MY BED. The bed they brought was a totally different bed than the custom made one I had ordered. The bed he brought was RATTAN. My bed was velvet material.

2nd time delivery. Spoke to 5-6 employees, 1 supervisor, 1 warehouse Lady, and you still cannot get this right.

This has been a total nightmare. I will never buy from this company again.

Your warehouse and delivery guys don’t know what they’re doing. Very unprofessional and clueless about EVERYTHING. They didn’t even have papers to see my order.

I would not buy from this company. Do yourself a favor and stay away from it.

Salesman was nice but then he completely...

I highly recommend you seek business elsewhere; the store sells you on the fake idea that they can help you in case something goes wrong. They will tell you anything for the quick commission; can't say I am surprised.

A bit about my experience - Ordered a couch in September 2022, paid in full on October 2022 and got my couch in Late Feb 2023; almost 3 months after the promised delivery date. After endless calls to the store, speaking to several people it became evident they are useless. I was given the go around for 3 months, was told my case would be escalated and I would receive a call back within 2 days; call I never received. It was only after calling customer service that I found out more information.

I was told several times I would receive compensation for the mishandling and delays. Only after making calls today to get compensated that I find out west elm no longer does late delivery compensation and all they could offer was 10% discount. Had I known this, I would have cancelled the couch.

Like I told the customer service rep; 10% guarantees you I will never be back. This is a predatory business that takes advantage of people; they will make you pay in full ahead of time and then skimp out on all their promises: delivery dates, compensation, additional help, etc.

STAY AWAY FROM THIS STORE - if you must make a purchase from West Elm, I suggest you do it from the comfort of your home. The store employees will not do much to help you once your payment...

The first few times I went to West Elm, I was told the same thing from the staff there. Ordering in the store is better, yadda yadda.

So this time, we went to purchase a couple of bedroom furniture pieces that we liked and there were signs about shipping to the store (don't remember if it said free or for less). So we go to order the items, and we basically were sat in front of the computer, the sales associate went to the West Elm website to order the items and I was getting charged $240 for shipping. So I MENTIONED the ship to store option they had - no, one of these items wasn't available so we still needed to ship to the house. BASICALLY the SAME THING I COULD HAVE DONE AT HOME. So not only did I not save with shipping by going to the store, I actually had to pay more because you need to pay for parking! Also, with two children 3 and under, going to any store is a challenge.

So, I figured I would take advantage of my trip to the store to speak to a designer. Well, it seems like the designer leaves for the day on Sunday at 1 pm.

This was an utter waste of time going to the store. You can do the EXACT same thing online. The benefit I was told - you don't have the call customer service if something is wrong with the item. Well why would I even accept shipment if something was wrong...