west elm — Local services in Lower Merion Township

I was shopping at the location on Saturday, September 22nd. I has spent quite some time in the store as I was purchasing a particular item that was not on the main floor, and while I waited I decided to purchase additional items.My experience was great until checkout. The cashier, name unknown at this point, asked if I'd be paying with credit. I was initially confused because she had assumed that I would be using credit. I responded "no, debit". To my understanding, she did not hear my response as her response was "If I'm going to ring you up then I would need know how you're paying". Her tone was completely rude and unprofessional. It was then that i realized she probably hadn't heard me when i answered "no, debit" previously. I repeated - "no, debit". The rest of the transaction was silent. She placed the items in a bag for me, wrapped everything in tissue paper, etc. I continued to stand at the register and once the receipt printed, she put it on the counter and walked away. I stood there for at least another 2 minutes because I was under the impression she had gone to get something that she needed to continue ringing me out. Then, i realized she just walked away and was done ringing me up! No thank you, have a nice day, thank you for shopping. I was completely stunned that she had continued with this unprofessional behavior. I hadn't even realized she was done because she said NOTHING! I said "thank you" and walked away,

My husband, however, was not as accepting of the transaction as I was. He approached the counter to ask the cashier for her name. She refused to tell him and stated that she had nothing wrong so she did not need to give my husband her name. She yelled across the floor to her manager, who came right over. I rejoined my husband at the checkout counter to try and shed some light on the situation. While trying to speak to the manager, the cashier, whose name we later learned, was Heather, was interjecting and refuting every statement we made. This conversation took place at the counter and in front of other guests. The cashier (Heather) proceeded to tell my husband and I how no other customer has ever referred to her as rude. I told her that her walking away without even acknowledging that the transaction was over was definitely rude. She told me she didn't know how to deal with me being rude so she just walked away. I was in complete shock. One, that she argued me down on who was more rude and then two, with the fact that she was actually defending her unprofessional behavior.

While speaking to the manager, she never once introduced herself or asked for my name or my husband's name. She never asked what the issue was or how she could help. She didn't take us aside to fully understand what had happened. As we talked - she stood there silently "listening". After about five minutes it was apparent that she nor the rest of the staff was empathetic to us as customers. I have NEVER been treated so rudely while spending money in an establishment. I spent $300+ that particular day and probably double that for the entire year. I am a frequent shopper at West Elm and until now, was a repeat customer. I was completely shocked and disgusted by the handling of the situation by both the cashier and the manager. IF this is a reflection of West Elm and its customer service policies, then this is a severe oversight on the part of the Ardmore location and the company as a whole. I understand that the age old cliche "the customer is always right" may be a bit traditional but it is one that will ensure that the customer always has a great shopping experience and thus will return. That was the complete opposite of my experience and has left my husband and I with complete disdain. The company should be aware of the money it looses from employees who are unprofessional and just plain rude. If nothing else, West Elm's reputation has been tainted in my eyes. I will not be returning to Ardmore, or any...

If there a zero star, I would have kindly clinked on it. I called the store to give them my business instead of ordering items online...with just a few clicks away, I would have avoided this horrible experience. I like to support local stores even though I do all my research online. Once I complete my shopping process I would call or go to the stores and place my order there. I did this with Pottery Barn for my living room and dinning room furniture over a month ago with nothing but smiles from the associate. I called this local Friday looking to order two side tables. She was very pleasant and professional. After getting the shipping cost, we decided to avoid the $166 shipping fee for two small items by just picking them up at the store. As I was processing my order with a credit over the phone, she had never once ask for ID or had issues with my identity. We both agreed for me to come in Sunday to purchased the one side table that was in stock. She asked for my name and phone number to hold it til Sunday. When my cousin in law and I arrive to the store (its Sunday we were in sweats and had two young children with us and it was pouring outside) I advised an associate I was there to pick up a side table that was place on hold for us. She came back saying she did not find it and did I tell the representative to hold this item til Sunday. I was confused. Why did you immediate tell a customer they did something wrong?? Nevertheless, I found the item on the floor. After looking at all three items I was considering, I decided to place the order. As she was entering in my information, I realized I left my wallet in the car. I asked if she can take the CC over the phone from my husband. A young blonde manager interject and told the associate she must ask for ID. I was totally confused, when two nights ago an associate was willing to place the order over the phone. Then I said, you know you are placing an order for a later pick time or shipping. I am not leaving the store with an item you know. It was then, I realized this young blonde manager or supervisor was racially profiling us. I told her it was ok, I can just go online at home and order the items. Then I totally forgot I promised my 7yr old niece I would buy her an ornament. I asked her mom to purchase the item. It was $8, as she walked away to grab another xmas item to purchase, the young blond supervisor went to tell this cashier as well to ask for ID. I truly hope this young blonde asked her staff to ask every person and not just a group of minority for ID to purchase an $8 item.

I will never step foot in this...

Recently got married and started my registry at least 9 months prior to my shower. My shower was a surprise shower from my beautiful mother. Of course guests start purchasing gifts from the registry immediately. All of the gifts were not sent to my house and I didn’t see them until the shower. I got married soon after and had no time to go through anything. I had a destination wedding and a long honeymoon. I went to the store recently to exchange the towels I had on my registry, and the associate told me we could not return them or exchange them because it’s out of their policy with no way to override the system. Instructing me to call customer service. It’s completely ridiculous, especially when it comes to registries/ shower gifts. How can the return policy possibly be 30 days post purchase when registry items are purchased right after the bride opens the registry publicly for friends and family members. Nowadays, with stores being all online, they don’t have all their items in store to even touch or feel it. Clearly a man runs west elm with these policies in place or someone who’s never been through the wedding process does and doesn’t have the decency to be inclusive enough about others life situations. Luckily, Nicole (shoutout,) at customer service, was able to process my return. And to throw another wrench in the situation west elm makes you pay a return fee because “nothing was wrong with the item.” A joke, but thank you Nicole for your help and it was much appreciated and you...