west elm — Local services in New Orleans

On November 27, 2020 I went to the West Elm location at 2929 Magazine St. in New Orleans, LA and purchased a king sized Andes Deco Upholstered Bed. The bed was available and showed “in stock” when I made the purchase. I was told it would be roughly 4-6 weeks before I received the bed which would’ve made my delivery window somewhere between the last week of December 2020 and the 2nd week of January 2021. Little did I know my order was somehow delayed even though it showed in stock and available (Mind you I settled for the fabric color because I was in dire need of a bed). Every month for the next 3 months I would receive an order status update informing me my bed was delayed another 30 days. At this point I’ve waited almost 13 weeks for this bed so I decided to return to the West Elm location (March 6) I purchased the bed from and spoke with the store manager who was more than eager to help me get to the bottom of this problem. She was the one who informed me something went awry on their end because I should’ve received my merchandise a long time ago. She informs me that the bed would not be available until sometime in May but, I should definitely get it by then. I proceed to ask her what does the company do in situations like this where me as the customer has been extremely inconvenienced. At this point I was seeking some type of compensation for all that I had gone through; she told me that an offline team handles escalations and compensations and someone would reach out to me on that following Monday (March 8). To my surprise I received an email (see attached) from a Williams-Sonoma customer support agent by the name of Kenyon Dulaney apologizing for the delay of my order and as compensation would be willing to offer a refund of 50% of my order total back to me. I replied agreeing to the offer and he stated again that the bed wouldn’t arrive to me until May, but he had put a reminder in to follow up with me then to process the credit. Luckily for me after waiting and sleeping on a mattress on the floor for the past 19 weeks for an item that was in stock at time of purchase my bed was delivered on April 12th, 2021. That same day I emailed Mr. Dulaney informing him my bed had arrived and was curious how long do credits typically take to be refunded back. No response via email or phone that day and after calling multiple times the next two days I decided to call back into West Elm’s customer service line (April 14th). I spoke with Teresa Odell and after some back and forth about what they typically offer customers and the things they normally don’t do along with holding on for well over 40 minutes I finally was able to speak to a supervisor named Stephanie. She first offered me a credit back of $600 something odd dollars back and I asked where did she get that number from, and she replied from the cost of the item. After reiterating the email stated “order total” she agreed to offer me the correct amount in $833.45 on a merchandise card, but that’s where the problem again comes in for me as a consumer. I don’t wish to do business with West Elm or it’s affiliates any longer after such an arduous rigmarole I would like my refund processed back to my credit card. She stated again what they don’t normally do and what’s not possible. The problem for me is that I’ve worked in retail for well over 10 years and truly great customer service has no limits and if you truly value my business there should be nothing from stopping you to make the situation right regardless of what has taken place in the past. I have a hard time believing you can’t process a refund back to my credit card and my only option is a lousy gift card. I implore someone at Williams-Sonoma to please make this...

0 STARS!!! BUYER BEWARE!!! West Elm has 1 out of 5 stars on BBB. Just google it and see for yourself. Unfortunately I was not aware of this until after placing an order. Do not make the same mistake. DO NOT make any large furniture orders that require delivery. I placed an order for a sectional in store with one of the associates for over $3k in May 2023. The company called me in July 2023 the afternoon prior to the delivery appointment to let me know the sectional was damaged and would therefore not be delivered. An order for a replacement sectional was placed without my consent. I tried calling customer service but was hung up on multiple times. I tried calling the store (since I had placed the order in store) to see if the associate could assist me. The associate who I placed the order through was not at work. The associate who I spoke to was extremely rude and said she could only relay a message for customer service to call me (which of course did not happen). The next day (the date of the original delivery appointment) the company showed up to deliver the sectional which was indeed damaged. They then tried to deliver half the sectional in August 2023. The delivery driver even said "I thought it was weird that it was half a couch". Ok sir, then why did you not question it at the warehouse before driving miles and miles to my house and wasting even more of my time? I then called customer service to request a refund/order cancellation. While on the phone with customer service I received a call from West Elm. I could not answer since I was already on the phone with customer service. The VM stated that an WE employee cancelled the order for half the sectional for some unknown reason which is why they tried delivering half a sectional today. After continuing to argue with customer service for almost an hour (they tried to tell me the sectional was currently on sale so they could not issue me a refund for the full amount I paid, then told me they would send a refund check for part of the amount and refund another amount to my card yet the total refund was still less than what I paid), I had my husband call the number from the VM back on his phone. They promised to deliver a whole sectional next week. I hung up on customer service since they had me on a long hold again without even letting me know I would be placed on hold. I hope that the delivery goes well next week so I can finally be rid of this headache and never have to deal with this...

Horrible customer service! My husband and I drove from Baton Rouge to see a particular recliner we were looking at online. We were planning on purchasing two of the Harris power recliners for our home. We walked in with one of our couch cushions so we could compare fabrics. When we walked in there were 2 women behind the counter chatting, and a male employee putting out inventory. The ladies were talking and pretty much ignored us. Mind you, there was no one else in the store but us. Nobody said,” Welcome in, or hello.” We walked around the store for a few minutes with our large couch cushion looking for the chair. When we couldn’t find it l, I walked up to the counter and asked about the particular recliner we were looking for and where it was in the store. One of the women pointed towards the back of the store and then turned to the other woman and kept chatting. So, my husband and I proceeded to find the chairs by ourselves and sit in them. We wanted to ask about fabric choices so I walked back to the counter (since no one walked back or asked if we needed any help) and asked if someone could come help us please. The woman (Annan is the name she gave me) acted like we put her out and we were bothering her. She even asked the other employee where another woman was who normally helps with this. (Can’t remember her name) Annan acted annoyed by the idea of helping us and pulling out fabric for us to look at. We were incredibly uncomfortable, so much so that my husband whispered to me, “We will never be back here, and I will never buy anything from this store or company.” The sad part about it all is that if you read the reviews on here, people have complained about customer service at the West Elm store on Magazine Street for the past 7 years, and it is still the same. AND, the woman who helped us told us she was one of the managers. Very disappointing shopping experience! We will find our two recliners at...