west elm — Local services in Nashville-Davidson

8/8 update: The situation only got worse...I cannot recommend against this company stronger. I reached out to West Elm one more time (about 1.5 years since arrival) to see if anything could be done. First representative was very helpful and understanding. They asked for pictures and details regarding the issue. I was told they would send the situation to management for product replacement consideration and I should hear back in a few days. I reached out ~3 days later and was told the issue was being reviewed. I reached again a week later and was told after management review I would not be offered a replacement. I asked about the cushions that were supposed to be replaced by them as previously planned and was told they also would not be honoring that. I asked why and the only response I was given was- Sorry but management's decision is final. I asked how that is reasonable to just tell us no with no explanation or concern that a $4500 custom sofa was in such poor condition after 1 year (and most problems were identified after a month of use and reported). I was told- the firmness is advertised as 1-5, so the flattened cushions would be a 1 and considered acceptable. I told them we could feel the frame through the cushions, the 1/3 replacement cushion we received was completely different from the other 2, and received the same "management's decision is final" response.

I would never buy from West Elm again and would actively recommend against buying furniture from this brand. I’ve had my custom harmony sectional for 1.5 years and couldn’t hate it more. The quality is TERRIBLE. The cushions have flattened to the point they barely compress when sat on. You cannot lay on the connection of the chaise and the sofa. The height difference is so dramatic that it feels like there’s a board straight across your back. The cushions are not what was advertised. Feel like cheap foam and no down. Removed the covers and can confirm the down is barely existent. The frame feels like wood covered in minimal fabric so arm rests are extremely uncomfortable. It just feels incredibly cheap. My husband and I are convinced this isn’t even the sofa that we tested in the store before purchasing. We have tried twice now to get the cushions replaced since they obviously are not the ones that are supposed to be in the couch. There’s always a point that we stop hearing from customer service. We tried to get an issue repaired and the person they sent out was a random local handy man that knew less than my husband. Do to concerns with how he was handling the sofa, we asked him to leave. It feels completely dishonest that this is the sectional we received after custom ordering a non refundable, “luxury” product. The only positive I can say is that the fabric truly is very durable. We have multiple dogs and have washed them in the machine twice and it...

This review is more about the company overall than the specific location. I love the local store in Nashville and the associates have always been super helpful. I love their style and furniture. However, I have had SO many issues with the company and my purchases overall. I ordered a large sectional sofa from them in 2018 and it took 7 months or so to be delivered. I paid for it on time, upon delivery as was agreed upon at purchase. However, someone at West Elm messed up and turned my name in on a late payment (without notifying me or contacting me first). This hit my credit, impacted my credit score and unfortunately impacted the APR on the home I was buying. So, their mistake had lasting impact on my financials to the tune of thousands of dollars over the life of my loan. They offered no apology when I called them and they admitted to the mistake. After much hounding, months later I finally got a letter in the mail saying they had rescinded the credit hit. Too little, too late. Example #2: I decided to give them one more shot and ordered a matching ottoman for the couch in worn velvet. They discontinued the fabric on the sofa line I had purchased so I felt like I had to order the ottoman while I could still get the matching fabric (also annoying). I ordered an in stock item that was identified as quick ship on July 6, 2019 and paid for it at that time. It is now October 1, 2019 and I have yet to see the ottoman or to talk to a West Elm customer service representative that is willing to do anything about it. I have wasted my time calling multiple times over the past three months and just get passed on to another representative to explain the situation all over again and then ultimately tells me the warehouse will be getting in touch. But, guess what? Never, not once, was there any follow up communication. I'm at the point where I've almost given up. It's a shame, because i really do like West Elm's style and would be a long time customer of theirs if they could just get the basics right. But after being burned significantly twice by them i will no longer be shopping at West Elm. If you do, it's at your own risk and know that these things I've described...

I am going to begin by saying this rating is for their customer service and delivery, not their product. I imagine their product is pretty good.

We ordered the Addie couch, love seat, 2 swivels and a bed set in November 2023 in the Nashville store. We were initially given an estimate of Jan 7-Jan20th 2024 for the couch and March for the bed and were told that the 2 will arrive separately which we were fine with. We were told this date is for delivery to our home.

I get an email in December that couch is going to be delayed to February 22 - March 7. I call them to cancel,they tell me that the order is processed and cannot be canceled as it is processed, I medd to wait till the original delivery date has passed i.e Jan 20th. I call them again on Jan 20th, they now tell me that the order has been shipped to the US and I can't cancel it anymore.

I call them In February and they now tell me that both things, the bed and couches, have to arrive together and they are waiting on the bed to clear customs. They also tell me that the estimated delivery showing on the order is to their delivery hub and not my home. It'll be 1-3 weeks from that day to my home. This was berr mentioned to us before.

I ask to speak to a supervisor, to which they kept insisting that I need a reason, I told them to see if I can expedite this delivery. After 5 or so attempts at trying to have them transfer me, they tell me a supervisor is reviewing this, and they have informed that nothing can be done. I asked to speak to them and I'm told that at West Elm, the supervisor doesn't come on the phone and only communicate by chat.

I have now moved into my new home minimal furniture, family is arriving soon and we don't know how we are going to function.

We paid for a premium product and so far we are stuck in no man's land and no help from West Elm. Truly appalling...