west elm — Local services in Los Angeles

West elm, you are breaking my heart. I was your biggest fan. Many of my furniture pieces are from your store. Your customer service, very decent overall, but that’s all in the past now.

WEST ELM Please listen:

When it was time for a new coffee table, my first choice was from West Elm - “Emmerson Collection”: coffee table Before ordering online (as this was not available at the store in WEHO, I did encounter pretty bad reviews about this whole collection. I also noticed, the reviews were from 2016-2017.

So I decided to give them the benefit of the doubt.

For sure WEST ELM has listened to us, I thought to myself, besides, worst case, returning this item is always a possibility within 30 days.

Well! How wrong was I. Not only West Elm, does NOT LISTEN to his customers, the customer service for the online department deteriorated tremendously.

Although I called within 7 days to return this table, only because of a red stain on the wood, I was not able to do so. I just encountered despicable customer service, untrained, and above all very rude. No resolution, just disregarded by both the phone rep and the manager.

Please refer to the red stain on the wood. Because the representative blamed me for this stain, I was unable to return this.

The table is sitting an used in my living room, tags attached, and the wood on the sides is already chipping. I understand this is recycled/repurposed wood, but still, there is no sealing whatsoever, gaps between planks, chipping, bad finishing etc.

West Elm,...

We ordered a dining table and sectional sofa. Table showed up damaged, after 5 more attempts to replace the damaged items and countless time on phone with customer service over several months, delivery guys showing up with the wrong instructions, we were finally forced to return table. Overall their manufacturing quality has declined in the last several years. Cheapened their products. Their customer service was unable to resolve the issue with basic standard of care, a completely dysfunctional group. Our couch also had quality issues (missing support bar, cushion/fabrics issue, and cheap metal tape pealing off frame) and so this was also returned. The full refund does not cover my efforts wasted on this company.

I recommend you purchase your furniture from somewhere else, I had much better luck with customer service at All Modern/Wayfair. or try one of the many other...

Always something fresh and beautiful to see EXCELLENT customer service, whether in person or even on the phone. Michael helped us with our first sofa (the Jackson). He was patient and had a thorough knowledge of the various fabrics and colors available, and so was able to envision exactly what we'd love. Jordan just helped us today over the phone with an end table purchase because we wouldn't be able to get to the store in time. She helped us through a complicated situation involving our Design Dollars. Before calling, I figured if the store couldn't help me, the program was more trouble than it was worth - but thanks to her, West Elm still has a loyal customer! (I wouldn't mind a shorter wait time for the custom furniture, but that doesn't have to do with the...