west elm — Local services in New York

This was my first experience with West Elm and I have to say that I'm not pleased at all. I've had the type of issue that others would like to have. 11/25/18 I made a $5,700 purchase. Keys was the sales associate. I had a pleasant experience that day and was happy after we submitted our order. I was comfortable at home prior to heading to the store and was going to place my order online. The ONLY reason why I decided to head into the city was because I wanted to make sure that my order would not ship for at least 2 weeks (the apartment I'm moving to is undergoing renovations). I was told this would not be an issue. On 11/26, I received an email from West Elm indicating that one of the items had shipped. On 11/27, I called West Elm to ensure that the items would not be delivered because the apartment was not ready and the contractors could not have items while they were doing the floors. I was promised this would not be a problem. On 11/28, I received another email indicating that other items had shipped. I immediately called West Elm again. I was told that there was nothing they could do about items that had shipped and that I would need to call UPS. Therefore, I called UPS and provided tracking numbers. UPS mentioned that they could not help because the sender had restricted everyone from modifying the destination and timing. As such, on 11/29 I spoke to Jay from West Elm who told me that he would call UPS. He promised to call me back but never did. I then realized that UPS had a membership to their "UPS My Choice" which gives paid members the ability to redirect or delay the delivery of packages. I immediately paid and became a paid member. I attempted to log in online and stop the package but wasn't allowed. After calling UPS again, they mentioned that the sender had placed a block and would not allow me to redirect the package. I immediately left work and walked to the store to seek help. I met with Keys again and reminded her that I had specifically requested items not be shipped out for 2 weeks. She stated that was not something she could control. After a while, she called a customer service representative who asked to speak to me. I spoke to Shannon. I explained everything to Shannon who suggested I become a UPS MY Choice member. I explained I already was. Eventually she said she'd call me back the next day after getting leadership involved. Friday, 11/30 I received emails stating that 8 big boxes had been delivered and left in the front door. It's a fire hazard to have these boxes in the hallway in the building for a long period of time, yet there was nothing that anyone would do about it. I had no option but to rent a u-haul truck to move these boxes. I literally had to carry every box (Some weighing more than 20 pounds) one by one out of the building, onto the truck and up the stairs to my parents' apartment. Friday night, after moving the boxes to my parents' apartment, I get a call from Shannon who gives me good news. She had worked with UPS to return all items back to the warehouse until further notice. Today, 12/3/18, I received an email from UPS stating that I would be receiving a package. Apparently the coffee table was delivered. This is a 78 pound package just sitting on my front door. I thought I would not be receiving any packages for at least 2 weeks, yet now there's another box there. I'm not sure why I paid $456.66 for shipping & processing. I literally paid for shipping and asked to not deliver for at least 2-3 weeks, and then ended up having to pay to rent a u-haul to drive a truck in NYC traffic to move the boxes out of the way. To make things worse, I now have a 78 pound box sitting in front of my door. I'm tired of being on the phone with West Elm. The customer service I have received since the first call I made on 11/27 is truly unacceptable. All I get is apologies every time something goes wrong. I'm extremely dissatisfied and don't ever plan to shop at...

Where should I begin... We bought a couch on April 13th and today we cancelled the order in the end. Oh, we don't even know our order would be cancelled yet because of the mysterious "3rd party vendor" west elm is forever putting all the blames on still needs to confirm if the cancellation is accepted on their end.

Like other reviews about west elm are saying if I could give negative stars, I would. And that goes not only to this particular store but to west elm as a whole company.

Long story short, but pretty much more or less the same story as many other people online, we ordered a "quick ship" couch which is supposed to take 2-4 weeks until delivery, but they gave us 4-5+ weeks delivery window with no explanation whatsoever. Moreover, they laid out 10 steps of "custom build" process on our tracking page online, which never passed the first two steps for the last 4+ weeks. I repeatedly contacted customer service to understand the situation but they showed no shame to admit that they knew nothing better than what I was seeing on the website either. I probably have talked to about 10+ different customer service representative but each time I only got their responses like: "We don't know the situation either because the vendor didn't update the status." "We can't ask the vendor to update the order status either because you still are within the deliver window." "It's still technically not "late" so there is nothing we can do at the moment." "We can't provide you any information about the vendor either." "We have our process and policy in place and I'm sorry if you feel that way (i.e. frustrated)." "(I don't know why you keep saying that your order is "quick ship" but) what I see here is that your order is custom-build/made-to-order." Some of the CS representative even showed me an attitude in her/his tone treating me like an annoying customer as if I was acting up over nothing (like, "hey we are not late just yet!!!!"). It clearly seems that they have serious break-down in their system/process, and their customer service is genuinely NOT interested in your order or your satisfaction.

Did we like their couch when we sat on it in the showroom? Yes. That's probably why I waited a month and half putting up with this nonsense. But I'm so disgusted by their pure incompetence in communicating and horrendously awful customer service - they didn't take my business seriously so I'm taking my business elsewhere (just to remind all of you, it's not that west elm designs are irreplaceable by other brands). Moreover, I will wholeheartedly boycott west elm for the rest of my life. I wish one day they learn the lesson seeing returned furniture piled up to the roof in their sad...

I am compelled to share my deeply troubling experience with West Elm, a company that has shown an utter disregard for customer satisfaction and quality service. This is not just a tale of delayed deliveries and poor product quality; it’s a glaring example of a company-wide apathy that seems to permeate every level of the organization, right up to the executive leadership.

In November, I ordered a banquet set, expecting delivery by late January. In a display of gross mismanagement, this delivery was postponed to April at the last minute, without any reasonable explanation. When I sought clarity from customer service, my calls were not just ignored but abruptly cut off, a clear sign of disrespect towards customers.

Furthermore, my order of a Leroy couch, due in March, was similarly delayed to April, again with no justification provided. This pattern of unannounced, inexplicable delays suggests a serious lack of organizational integrity and efficiency at West Elm.

Adding insult to injury, the sheets I purchased from them arrived with a hole and poor stitching. Despite reaching out via email to address this issue, my concerns were met with silence. Taking a step further, I emailed the executive leadership team, only to be faced with the same indifference. This lack of response from the highest levels of the company speaks volumes about West Elm’s disregard for customer experience.

This is not just a failure of processes but a complete breakdown of customer-centric values. The CEO and the executive team at West Elm need to recognize this and feel ashamed for allowing such a culture to persist. Your company’s blatant neglect for customer concerns and basic service standards is appalling.

To anyone considering West Elm for their home furnishings, I urge you to reconsider. My experience has been a testament to the company’s indifference towards its customers. You are likely better off with a brand that values and respects its customers.

West Elm, your lack of response and concern is a clear message to your customers that their satisfaction is not your priority. You have lost more than just a customer in me; you have lost your...