west elm — Local services in Louisville

I really like West Elm. The style of furniture is spot on. The staff is helpful and knowledgeable. The problem lies with the other powers that be. I used West Elm for 2 out of state properties. One vacation rental in Hilton Head and one in Miami. Both were a nightmare in logistics. The expected timeframe of both have been incredibly inaccurate. For Hilton ahead, it was extremely later than promised, then when delivered, the driver did not have the wood table top for the table. Only the legs. They could not locate it. They said “No problem. We can reorder the top. It’ll be 4-6 weeks!” I had to get the property management company to use a banquet table with tablecloth because I had all my old furniture picked up that morning and new renters were arriving later in the day. Hours on the phone and stress was not worth it. I had to scramble and buy a local table as my phone representative said it would be 6 more weeks and it matched everything g i had chosen. So disappointing.

With Miami, I designed the whole condo with my salesperson/ designer Jamie. She knew when we closed on this condo and my timeframe. 8 huge boxes arrived in 3 days (2 weeks early) before we even closed. They had to be shipped back by the condo association as they had no room to hold them. At closing, none of the furniture was ready as stated when I ordered mostly “in stock” items. I flew in a second time to accept the furniture 2 months later. I knew one bed would not be ready, but when the driver arrived, there were NO beds and the tv console was not delivered. Both were expected that day. Again, I’m calling the store to figure out where the furniture is. That was yesterday and still no answers. I am planning to fly out tomorrow, without completing the task. This is unprofessional and inconsiderate of my time. The store has tried but there’s poor communication between the two parties. Not to mention the couch that I waited for has a open seam in the side. Still haven’t heard on how to repair or replace this. I would love to buy from West Elm but can not based on the poor execution, communication, and inconvenience it’s caused me with no or slow resolution and no compensation. The manager Jen has show little interest in my opinion and not taken any time or effort in my situation. No apologies, no upper management resolution. My sales person Jamie has done her best no doubt, but I’m still in a precarious situation at West Elms lack of execution. You can have the best furniture, but it is not worth the frustration and lack of resolution in my opinion. There is no consideration for my time and expense. I just want to finish the drawn out project but can’t. I wish i had chosen another option at this point.

Update: The last 2 delivery were supposed to be the beds, again a no show. The delivery company set a time that came and went. I called the number. They told me “It was delivered.” I took a video of my unit without the furniture to prove it was NOT delivered. I ended up cancelling the beds after waiting those months and buying from City Furniture in Miami. The replacement couch has never shown up. I still have the damaged one, waiting for the new one. It’s pushing December now. I’ll use the bad one until one day it arrives. You just can’t have that bad of service! Then i ordered an outdoor table for my personal home in the summer. Same time frame but in Louisville. The first had a dent in the middle where the extension connected. They picked it up and said they would replace it months ago. The delivery date arrives. Then a text comes through to “schedule your delivery.” Still haven’t gotten my replacement on that either. Unless delivery changes drastically, I will never order anything from West Elm. It’s the most frustrating company ever and no one know their head from their tail. You will spend hours on the phone talking the 3 different people, usually get hung up on once or twice and still wait and wait until you get tired and cancelled it. So horrible. I have spent countless hours dealing with this and still am...

My experience with West Elm has been a five-month nightmare of delays, misleading promises, and an incredibly frustrating lack of follow-through. After spending nearly $30,000 on what I was told would be high-quality, promptly delivered furniture, I feel completely let down by West Elm.

Here’s where it all began: My sales rep pressured me and my partner into purchasing within a 2-hour window to "guarantee" delivery within 4-8 weeks. Apparently they're not supposed to make these guarantees because things are out of their control (but that didn't stop her). The rep also claimed that if we opened a West Elm credit card, we'd not only get our items delivered in this time frame but also receive 10% cash back on our total order—a huge incentive for us. However, none of this turned out to be true.

We specifically changed the items we originally wanted to less desirable ones because we were assured those would be delivered earlier. Every single piece, except for one item, was promised within that 4-8 week window (most were promised within 4 weeks). But here I am, five months later, and the lies have continued. Our sales rep made these promises and lied, knowing that she was leaving the company and wouldn't have to follow through on anything she personally guaranteed. When she left, no one picked up the slack, and I was left to deal with broken promises on my own and a game of hot potato where I was passed on to about 5 different customer support people.

I was finally transferred to one singular support rep, who I was told would be the person who would handle all of my issues and she even assured me that all these delays and issues would be compensated, but only once the order was complete. I trusted her word and waited patiently, despite months of delays, damaged items, and very sparse communication. I was told over and over that once everything was delivered, West Elm would make it right.

But what happened instead? After months of waiting, more lies and more delays, I completed a survey detailing just a fraction of my experience, and I received a random call in the middle of the day from the Concierge team to learn more about what I submitted to the survey. I quiclly chatted through some of the issues I had experienced and she quickly offered to take care of the gift card issue. They offered me a relatively small gift card to resolve one small issue related to the discrepancy in the rewards I was promised when I opened the West Elm Credit Card. Even this one issue wasn't resolved. I accepted this gift card, thinking it was part of a larger compensation package. Instead, I later found out this closed out my entire case. At no point was I told that accepting this minor compensation would negate all the other promises Jerica had made.

Jerica, who had been handling my case from the start and made multiple assurances that West Elm would compensate me once everything was delivered, now tells me she can no longer help because the case is "closed." After five months of delays, changing items I didn't want to get delivery faster, and being pressured to open a credit card, I’m left with just $500 to make up for months of stress and inconvenience.

To be clear, I would never have opened the credit card without the full promise of 10% back on my nearly $30,000 order, which I didn’t get. The rep knew I wouldn't get that compensation, pressured me into making the purchase, and then left the company. Now, I'm left to deal with the fallout.

Despite spending months on this, my trust in West Elm has been completely eroded. The lack of transparency, poor communication, and outright misleading promises have made this the worst retail experience I've ever had. I was patient and reasonable throughout, trusting that West Elm would keep their word. Instead, I’ve been misled, lied to, and left with no recourse. Bottom line, don't trust a single word that anyone at West Elm ever says - either in store or...

Don’t fall into this trap…Absolutely the worst delivery experience ever!! We purchased a piece of furniture (console) from Paddock Shops West Elm in Louisville on 27 August 2022. The shipping status shows delivered on 10 October however, As of 21 October 2022, after another false promise of delivery to our home address today, our purchase has yet to arrive. Now being told, we’d have to wait another month (19 November) unless an early day becomes available….UPDATE (11 November): we were scheduled for an earlier delivery date on 11 November (today). I called this morning to check the status and was informed that the delivery was attempted (I live on a military base), but drivers did not have proper documentation….I received no phone call, no e-mail! I am even willing to meet the truck at the base visitor center and transfer the item to my own vehicle if necessary. I called customer service and the company they use to deliver “Fidelitone” countless times. Before and after every failed delivery, I have been told multiple times our furniture was on the truck and scheduled for a specific day. UPDATE (18 NOV). Finally received today. I got a call from the driver but the truck was unable to pass under a low clearance bridge so I asked to meet me at the front gate. Met him at the gate and took the box home in my own vehicle. I opened up the box to assemble and…two of the parts were bent! I am positive something heavier was placed on top of the box at some point and bent the frame. I am no longer surprised. Now we’ll see how long it takes to receive the replacement. My advice - DO NOT WASTE YOUR TIME & MONEY!! Search online and you will find tons of negative reviews for systemic delivery and quality issues associated with products purchased from Williams-Sonoma owned stores (West...