west elm — Local services in Los Angeles

Omgoodness, what a terrible experience we have had with this company and in particular, this West Elm location. I wanted to wait until we got our furniture set up to see if the experience would get any better. However, today it got even worse. The first delivery of part of our furniture order was not set up as they should do so. The man from West Elm left one large box and two large exposed pieces of part of the set in our doorway. He was going to leave it out at the curb, but we told him no way. Apparently, he was supposed to put it together. For over a month we engaged on the phone with the operations director and a corporate staff member, because the rest of the order was delayed and the amount of money taken unexplained in full. Finally, we were told the "delivery specialists" were putting together all the sets of our order today. Two guys show up and one guy was very belligerent with us because they refused to set up the furniture since the previous employee did not set up the furniture he brought. We called DTLA West Elm and the same employees we've spoken with (including the operations manager) got on the phone with the delivery man and went back and forth about it. The delivery men pushed back and have left without assembling the furniture. I am being told by DTLA West Elm that on Monday they will get back to me about when we will get the last part of the furniture and when it will be assembled. They apologized, but at this point there is no forgiveness. They have been incompetent, unprofessional, and embarrassing. Honestly, do they even care what it feels like when you spend over 3K and are looking forward to having nice furniture set up when told they would do so...only to be terribly treated and let down? The so called "delivery specialists" behaved just awful with us. The one man using a halting tone with us and a raised voice. PLUS, he waved his hand at me. THIS is West Elm ladies...

Beyond Angel and Silvia, who I have to admit are absolutely wonderful people and salesmen, the rest of the people that work here either have no manners or any idea of what’s going on. People come here and spend a lot of money and they expect to be treated with a certain level of respect and hospitality but that is rarely the case. Theresa and the other female whose name I couldn’t make out (Elyse?) are insufferable. I recently came into the store to pick up an order I placed with Silvia for a throw to be delivered to the store but when I got here the woman behind the desk, besides looking uninterested, had no idea where my item was. She asked me if I had received a notification assuring me that my item had been delivered and I replied that this was the only reason I was in the store. They searched for at least 15 minutes rarely ever saying a word to me . Again she asked me if I had received a notification and again I showed her my email through my phone and read her my order number. After another while the young man that works there finally came back out with my item in hand. A lackluster apology about wasting my item and finally I was out of there. Then I kept getting text and email notifications that I had the same item waiting for me at the store so I called and asked them to check the item as having been picked up. I shouldn’t have to tell anyone how to do their job. I also mentioned to Theresa that the person answering the phone should address herself but she said that the employees are not supposed to give us their name. I tried explaining that’s it’s just part of the etiquette of answering a phone but I chose not to get into it with her. I live down the street but I think I’ll just head to Burbank from now on.

It’s unfortunate because I really love Angel and Silvia but the rest of the staff is just not...

The people working this location always seem to be busy doing nothing on the phone but looking like they rather be anywhere else but at work. I live up the street and tend to stop in from time to time and rarely do I get greeted and rarely do I get asked for help, it’s ok I don’t usually need help but when I’ve asked I swear I get that “Why tf” are you asking look. To be honest if I didn’t live so close I would I never go to this location because the service sucks I prefer the Beverly Blvd location, customer service there is way better. I’m giving the place two starts because like I mentioned, I do stop in from time to time and do find nice items for my DTLA apartment but I could also find this stuff any any other West Elm Location , really the two stars are for strictly because of convenience and...