west elm — Local services in Merrifield

I purchased a bed from this West Elm with an employee in person. However, everything is out of their hands as the employee worked with me on a computer, in-store, to place an "online order." Okay, fine - however, this does not absolve West Elm Mosaic District of their responsibility to assist me when I require help.

The bed was originally supposed to be able to be delivered from Sept 11 - 18, when I had purchased on Sept 7. Now, I have my pregnant wife sleeping on a mattress on the floor because the bed is delayed for some absurd reason because it first ships in pieces to one warehouse before then shipping again to a distribution center and finally to my home.

When I called the West Elm helpline I had a Williams Sonoma employee answer. As Williams Sonoma and West Elm (along with Pottery Barn) are related companies, you would think they would be able to help me, but NO. Every time I call, I get a Williams Sonoma employee who can give me 1/3 of the information I need but eventually must transfer me to West Elm, although each time they TRY to transfer me, they FAIL and send me to Pottery Barn, who also CANNOT assist me.

So, in the end, I called the store directly and Miller, the general manager, was at first very responsive and apologetic for the foolish and irrational multiple-hub delivery scheme. He left it with me to check the online order tracking the following day and call him if I was unsatisfied with the result. Thanks for nothing, but okay, great, at least I have an avenue that is helpful at last. Or was it?

I actually waited THREE days, to give West Elm time to get their act together, then I checked online. TWO of the THREE pieces had arrived in Manasses (as of today, Sept 28), but the third, smallest piece is still unaccounted for, though it left New Jersey on Sept 25. IT SHOULD NOT TAKE MORE THAN 4 DAYS TO GET FROM NEW JERSEY TO MANASSAS. Then, when I called yesterday, I got an associate and so I asked for Miller, who had told me to call him. He was unavailable, which was fine as it was lunch time. She took a message and I left TWO numbers for him to call back. I, to date, have still not received a call, though it is almost 24 hours later now.

Now, according to the only source of information I can find, which is online, I can supposedly expect to have the new bed between Oct 1 and Oct 8, though I ordered it on Sept 7 and was originally told I could expect to receive it between Sept 11 and 18. Until then my 6.5 month pregnant wife will continue to have to ease herself down nearly to the floor to sleep at night.

Thanks for nothing West Elm, Williams Sonoma, Pottery Barn ... as far as I'm concerned, you are the UNHOLY TRINITY OF TERRIBLE CUSTOMER SERVICE AND A PRIME EXAMPLE OF HOW TO NEVER RUN A BUSINESS. Unless restitution is made diligently and speedily, I shall NEVER purchase from any of these three companies again for as long as I live and I will certainly advise, aggressively, to everyone I meet that they should also avoid any and all business with these duplicitous, unresponsive, and disorganized companies, as well as any of their affiliated entities or parent companies.

UPDATE 10/09/2018: Called again as the promised October 8 date looked unlikely to happen given that the bed was showing online as backordered until MARCH! I would have a three month old by then, so no way.

This time when I called, I got "escalated" to one Mr. Michael Natale, of the escalation line, who PROMISED to call me back. He even assured me that he worked over the weekend and I might hear back from him even on the same day, Saturday October 6. It's October 9 at 8:10 PM and still no word.

The bed is supposedly going to be ready to ship by October 15 according to online tracking, for as little as that's worth. I've given up. I'll wait to see if I actually get a bed on the 15th or shortly after, and if not, I'll be bringing legal action against West Elm, filing a claim with the BBB, and reversing the illegal charges on my credit card (which they legally never should've charged until the bed was in transit...

Worst furniture shopping experience I’ve had and I just furnished an entire house. I went into to purchase a side table and lamps. They were being gifted by my father and when making a payment we were told he couldn’t complete the transaction with an international credit card. The sales person recommended we make the purchase by buying a gift card and using that to place the order. After charging us for the gift card and placing the order she tells us we were also charged a $150 for shipping. As I didn’t want to pay $150 shipping for just an end table I asked to change the order items and I was told I could cancel my order but not change the order. I would also only get a refund in the form of a gift card and even though the items I was changing my order to were coming out to $200 lesser than what I was being charged for I wouldn’t get a refund for the difference but just a store credit for the amount of my original purchase which the sales agent charged without fully going over the breakdown. Till now I have had to talk to 3 people to even get to the point of them telling me that I would only get a gift card with each person saying it was a mistake the store made but not offering up any real solutions. Add to all this that they have mentioned all this only via email and have not provided any receipt for the order cancellation or the new gift card issue. I’m accepting the gift card issue ( still pending actually receiving it) only as a last resort to make sure I don’t lose all my money. This transaction has felt like nothing more than an entrapment to get my money without anything to show for it. Absolutely horrendous experience. Completely unhelpful and careless sales and management at the store and customer service that’s been frustrating...

Where do I start. I ordered multiple furniture items online on November 17th 2020 which are yet to be delivered (it is now February 9th, 2021). I never thought this was possible. It's been a horrific experience - after pay ~$500 in shipping fees (for items "in stock") which were supposed to be delivered on December 22nd, 2020. The items were lost by the warehouse, had to employ self help and investigative work, calling West Elm, the Delivery Micro Center (as they call it) multiple times I've been given every answer in the book from - its back ordered, it was damaged and has to be replaced, its been lost in the warehouse and can't be found. I've spent countless (literally countless hours on the phone with multiple) representatives with no positive outcome. The furniture style and quality may be great but West Elm's supply chain, inventory modeling, shipping/distribution model is greatly broken, potentially beyond repair. I'm frustrated, annoyed and sad that I have not received my items (which I build my entire air bnb décor set around) and delayed listing my air bnb costing what would have amounted to thousands of dollars. I still do not have the furniture (even after biting the bullet and canceling and reordering "in stock items" with deliver dates of 2 weeks (in late December). I was forced to buy look-a-like items which actually seem to be pretty decent for a fraction of the cost that actually showed up so that I would have a bed frame and dresser in the air bnb. I'll have to figure out what to do with the furniture (if I ever even receive it which at this point seems pretty doubtful). One of the worst customer experiences I've had (tops Comcast) which is...