west elm — Local services in Milwaukee

I purchased an expensive "custom" couch and do not recommend West Elm based on their customer service. First, I set up an appointment to work with a designer to make sure I ordered what I wanted and the designer did not show up for the appointment. Fine, we got another designer at the store. They were new and their design system was down on the tablets so I had to help her find the proper couch on their website. After 3 attempts we found the correct one, finalized a few things, and ordered it. After paying for it in full as required, it showed up months later (as expected) and was supposed to have white glove delivery. Well, it was missing two long legs for the middle section so the first installation tech left it on our floor (a few days before a planned party) and told my husband (who stayed home from work for the delivery) that I had approved delivery without the legs. Which is untrue because they did not have my number in their records (only my husband's) and they certainly did not contact me via email regarding any missing legs. So we waited a week or two for a second tech to come with the legs and install them. My husband once again missed work for this delivery and the tech showed up with one leg, not two as needed. So he didn't do anything other than supposedly order the second leg and they agreed that it would get shipped and then we would call to have the installation done so as to not miss more work. More time goes by and we get a leg in the mail but it is the wrong leg. A tiny peg leg instead of the harmony xl leg it should be. So I contact them again and it takes much too long for anyone to respond (I left two phone messages with my number and finally I got a response on my 3rd email which stated I had tried to contact them several times). Then they tell me they have ordered another and will be checking up on it. They check up and have no response internally, no tracking yet, and so ask me to send them more photos of the issue (which have already been included in the previous email discussions) via another ticket generated to resolve this issue. So here I am over a month and several discussions later about my non-functional and expensive couch wondering when I will get the rest of it and wondering how this company has such terrible customer service. I don't trust them at this point as they have their money and apparently that is all they care about. I don't know how as a customer I'm supposed to resolve the issue that they have created but they certainly seem to think that I need to go above and beyond to resolve it for them while leaving me...

I wish I had checked other similar Google reviews before experiencing the same one star experience you can read below by others. In June 2022 we went into the Milwaukee store, to order a couch we found online. Up to that point, our furniture search had been extensive, but we were deterred by other companies estimating around six month delivery windows. West Elm’s website listed our desired couch as ready to ship, and then this was confirmed as true while we were in the store by Angela, the GM, who is now no longer employed at this location. We were so excited that we had finally found a nice ready-to-ship couch, that we added on two made-to-order chairs. Angela promised a split-order, so the couch would ship first and then the chairs were estimated for delivery in mid-December. Almost immediately after the order was placed, the online order portal changed our couch to a back order status, and nobody could clarify what had happened. We chose to wait it out, and amazingly our chairs were fabricated and delivered first, on 11/11/22. One week after that delivery, we called the customer service number to check the status of the very overdue couch. After staying on hold for a long periods of time, we were disconnected from the line multiple times. When we finally reached a live representative, it was an incredibly short and rude woman. She stated that her records indicated our couch was already sent to the 3rd party delivery service, Ryder Mile, and without giving any more effort to the conversation she abruptly transferred the call to that company. The representative from Ryder said their records indicated they had only ever received two pieces for my address - the two chairs successfully delivered 11/11. Frustrated that nobody could locate my couch, I emailed Angela, the original GM who placed my order in June. There was never a response, so I finally called the Milwaukee store, and was informed she no longer worked there. I asked them to check the status of the order, and the new sales associate told me the couch is now back ordered until January 10, 2023, and nothing can be done but wait. This whole process has been frustrating, the customer service has been completely lacking, and my experience falls horribly short of the premium price point we paid for these pieces. Exercise extreme caution before deciding to order your own furniture from West Elm or the Pottery...

We have had the absolute worst experience with West Elm. We made purchases in the middle of July on a sofa, chair, two media stands and a coffee table. 4/5 pieces of furniture were damaged upon delivery and the difficulties we had to go through to get the replacements was unbelievable. We spent thousands of dollars on furniture and the disconnect between the store, customer service, delivery, and order processing departments is astounding. In addition to the terrible experience we had with the delivery we had huge issues with an ordered we cancelled a day after placing the order. The shipping date was months away and West Elm told us we can’t cancel the order. We went back and forth with multiple people until we we live on the phone with a district manager where he said they can cancel order. Well fast forward 4 months and West Elm decided to charge my credit card for the order and tell me that my order that was cancelled is now shipping. Immediately reported the charge to my credit card company and they handled it. Today when they dropped off the replacement furniture for the damaged coffee table they tried to deliver the cancelled product. I told them absolutely not, do not take it off the truck, don’t unwrap it, and take it back immediately. Now West Elm has emailed me asking why the charge was flag. The disconnect between the division is horrendous. In addition to these extreme issues we have had, I frequently stop in the store in 3rd Ward, Milwaukee to pop in and see what is new. I’m a 25 year old guy and every time I step into the store, every associate does not give me the time of day. They actively walk by me without acknowledging me. The staff works in customer service, it’s not that hard to greet people and assist them. Needless to say, we will no longer be making any purchases from West Elm/Pottery...