west elm — Local services in Minneapolis

Your customer service is terrible. You have authorized duplicate charges to my paypal account on 2 separate occasions. This freezes the money in my account, not for what I have purchased but a duplicate charge so it freezes twice the money in my account. I've spent hours on the phone with customer service only yo be lied to about these being corrected and they have not been corrected. You have also canceled an order I placed with Key rewards and then not refunded my key rewards as they were close to expiring. Again called customer service and again was lied to about having a gift card sent out.

All of this after spending close to $10,000 on furniture in the past year. You guys are doing a terrible job of being reasonable to your customers. I will happily tell anyone who will listen about my awful experiences...

Called the store to ask if they could order a rug we liked online to be shipped to store. Was told they actually had the rug we wanted in stock in store and we could come pick it up. We go to the store, buy the rug, only to get home and unroll it to realize the rug had clearly been HEAVILY used and was super dirty. When we called to tell the store about it, they acted like they couldn’t have known it was used and refused to compensate us for the hassle of having to drive back to the store to return the rug. When we actually came back in the store to do the return, the associate who helped us dismissed the issue and again acted like it wasn’t their fault for selling us a VERY USED rug. Not...

Very very bad customer service. I bought 4 paintings online. And it arrived 3 times with defects. I am frustrated with replacements and end up request for refund. Then the refund amount is wrong and I have contacted with customer service more than 5 times, and wasted more than 3 hours, not one really care and willing to check why the amount is not correct. An agent promised to callback, and no reply. I asked to talk with a supervisor and leave my number, no reply. I wanna complain with e-mail, and no email contact. I will NOT buy from this company anymore. And advice everyone to stay away from it if you don’t want to...