west elm — Local services in New York

I ordered a "custom made" upholstered simple bed frame from the store in early Jan 2021 after receiving no customer service response on line regarding a question about the bed frame. The sales lady was helpful and told us with express order from the store, we could get it faster than online order. Great! I was told when they contact me for delivery, I could request COI for delivery. I only received a system generated email notify me to pick a delivery date so I couldn't request a COI. It was delivered in late March. The upholstery was damaged in one corner and the legs were in a different color. The delivery and assembing guy advised us to keep the bed for the time being so we have a bed to sleep in. He reported it to customer service for a replacement for us. Customer service contacted me on the same day and notified the new delivery window of Jun to July. Ok fine. Everything is delayed by covid right. I asked where I can get the COI, she gave me an email address and said write to them when you have a delivery date. I did, still no response. Finally in late Jun, the replacement bed was delivered. Just when I thought I finally don't have to deal with west elm any more, low and behold, while half way through disassembling the bed, the guy damaged a screw and since the replacement didn't come with screws,!!!, he had to stop and put the bed back and report for a replacement, again! Also, he pointed out that neither bed frame came with the middle support bar that they were supposed to have! I was told customer service would contact me shortly. Ok, a week had passed and I didn't receive any follow-up. I texted the delivery guy to get the customer service number he called to follow up myself and was told there was no record of replacement order but the bed was rejected. I was told they would call me back to confirm. I wrote to the general customer service email to complain and was given the same response that they are working on it. After waiting for another month with no response, I had to went back to the store to ask for help and the associatie told me there's nothing she could do and I should call the customer service myself. I was beyond livid at this point and asked for the manager, who called their internal customer service line that supports the stores and was surprised how long she had to wait on the phone. Initially the customer service was telling me they would resend the screws only!!! After me explaining to her the whole saga with a angry attitude, she agreed to send the whole bed. Even the other associate in the store said it was unbelievable and I should request a credit for the inconvenience. After finding out it would take another 3 months to get it, I decided to return the bed cause at this point I just don't have any patience anymore. They scheduled the pick up in July and told me once the warehouse received the bed, I would receive the refund in 5-7 business days. Guess what. No refund, so I had to call customer service and was told it was something on their end, they process it again, I should get it within 5-7BDs. Still nothing. I called a second time and was told no, it didn't go through, you have to give me another card. So I gave my debit card. Still no refund. When I had to call a third time and not containing my frustration, the agent agreed to escalate the issue and personally follow up. Finally I received the refund in September. Yes all that for a bed. I personally would not shop this brand anymore and would warn my friends and family when they are lured by the...

What's your time worth? My wife and I have ordered several items from their NYC store and online. The merchandise is good quality, but we were surprised by our most recent purchase. The last item we ordered, a TV Console, took 4 mos. to be delivered. We were told at the store it would take no more that 2 weeks to be delivered since the unit was "in stock" and we are in NJ across the river from NYC. You see, the warehouse facility they use is in NJ so getting it to our building would be "easy." The problem they have is the store is nothing more than a show room, their customer service, their warehouse facility, and their delivery service is all outsourced to different companies. Just dealing with them was exhausting. To add insult to injury, when we did receive the item, it was damaged. Two 7 inch puncture holes on the back side of the unit. The delivery service brought the item in plastic wrap and not even boxed. Our building concierge service wouldn't even let them leave it the first time they tried to leave it with them instead of delivering it directly to us. Calling the same customer service company who couldn't manage to get it shipped out for over 4 mos., resulted in... "No problem, we will just send you a new unit, expect delivery in 2 weeks." NOPE! LOL, on the date of delivery for the new unit my wife got a text... "Your replacement unit will be delayed until next week." Dear West Elm, we will be purchasing all of our future furniture from Room & Board, just down the street from your NYC show room. While a bit more expensive, they do have great customer service and even better quality items. They control their own warehousing and shipping and are accountable to the customer. What's your time worth?

Update: now saying replacement won’t get here until Jan 13th - What’s your response to that West Elm?

Updated: Jan 17th, no replacement yet. Order from here at your own risk.

Feb 1st still nothing… March 1st still nothing... Mar 31 Replacement piece finally showed! All in over 9 mos of dealing with this company. Amazing, we live a few miles away from the warehouse they contract with, across the River from their NYC showroom and it took them over 9 mos to get a functional piece shipped.

What is...

I purchased a sofa from west elm on June 11th. The sofa had to be made, and our original delivery date was scheduled for August 29th. The order included 3-pieces and we were told that all three would be delivered that day - we received two. My husband and I have since encountered countless, clueless customer services representatives regarding the actual delivery of our final item. One of them actually told us that our piece hadn't arrived, because it was out of stock. I'm sorry, how exactly is a custom order out of stock?!?!?! We were literally told the final piece would come on 9/3 and then on 9/8 and then on 9/24 and then it was pushed up after we complained to 9/9. It still didn't come on the 9th and we were then told it would come on the 16th, but yet again, we received no communication canceling the order - we had to go to the order tracking page to learn that our order was canceled. And each time their is a delivery scheduled, we have to rearrange our lives to accommodate it. This morning, I finally called the store from which the sofa was purchased and we were basically told that the final piece was either lost or never included in the order, and that it is now scheduled for delivery sometime between December and January! Not once was this ever communicated to us via the customer service team. They just kept issuing new ( and apparently impossible) delivery dates. Oh, and the manager at the Chelsea store also told us that what happens next would be up to us - we could either "cancel the order and shop somewhere else" or request compensation once the item is finally delivered. I have spent an inordinate amount of money with this company - this is my second sofa from them. I have also purchased a headboard and frame, two night stands, two rugs, a chest of drawers, a dining table, a coffee table and art work from West Elm. And to be handled this way as a loyal customer...let's just say my disappointment defies description. And there is no actual corporate office to whom one can issue a formal complaint, and I sent a customer service email on 9/6 that was never answered, so here I am. I hope this post helps someone avoid the situation my husband and I are...