west elm — Local services in New York

o West Elm and all of their followers and potential clients –

I had disgustingly bad service/experience from West Elm.

I ordered a bed from West Elm in October with a delivery time frame of November 15th thru the 29th, in plenty of time before family and friends visit for the holidays on December 16th. I called on November 23rd to follow up, and the store said that a part of the bed is missing and has not been shipped to the distribution center yet, please wait till November 29th. Then I called on November 30th to the store and the manager could not find my bed so they gave my the number to the White Glove Service. I called them and they said the side boards are missing, they have to wait from West Elm and they are not authorized to contact West Elm. I contact West Elm and no response, so I call the White Glove service back and they said they will get back to me… they did NOT get back to me. Clearly I’m not a priority… so I decided to leave negative reviews on all social media platforms (That happen to now be deleted.) Finally the West Elm support contacts me, and we have a phone call on Saturday December 10th. The lady on this phone call named Elizabeth says that she has to re-request an order of this bed because my order apparently did not go through…. Because she doesn’t work on Mondays, the lady said that her colleague will follow up on the issue by Monday and all she could do at the time was refund my shipping expenses and give me a 10% discount upon the bed’s arrival. I have not heard from the colleague as promised on Saturday during our phone conversation...

Our deadline of December 16th is very quickly approaching, and having our family sleep on the floor during the holidays because West Elm couldn't deliver is not acceptable. I did my part. I did above and beyond my part as a client... I followed up, made phone calls that I shouldn't have to, and managing the West Elm team. It wasn't until I started leaving negative reviews on social media when my frustrations were taken even marginally seriously. Even afterwards, I’m being ignored.

The free shipping offer and the 10% off discount provided is definitely not equivalent to the stress and time I've put into trying to getting our damn bed.. Literally hours, trying to get an answer or a status update. Our mattress from @tuftandneedle arrived within days, our bedding from @craneandcanopy arrived three days after our order. How is it that a large company like west elm/pottery barn, with a large team of people, unable to locate parts and go through appropriate QA/QC to see a simple purchase go through? ... Especially on predesigned furniture! It leads me to believe that the staff and employees of west elm are inept and simply do not care about their work, company or brand. Even if the bed some day arrives, I'm genuinely concerned about the quality of the product... especially from the poor quality of service and lack of care.

Once again, please make this a higher priority. Even friends are making comments and wondering why it's taking so long, and that is embarrassing for West Elm.

I am definitely not going to be a returning customer to west elm or any of the...

We are still waiting for our Remy Sectional Sofa. Since our order in mid September we patiently waited for the estimated delivery which was dated by 07 Dec the latest. It has now been postponed to March (!!!) without even notifying us. I have been on the phone with customer service since weeks and hours now and its a mess between lies, conflicting information and lack of transparency. First we were told that the sofa has been produced by the vendor and only delivery will be postponed; now we are told that they can not see the details and they can only say that end of Feb/March is the info they received from the vendor - at the last day of the first estimated delivery (7 Dec). After all we requested a full cancellation of the order which was difficult enough as West Elm first insisted its a custom made order and cannot be cancelled. But: There are limits for a wait even during the Pandemic, especially considering the extremely bad customer service and conflicting info received. Status now: west elm is keeping us in limbo as they cannot confirm a cancellation "until the vendor has responded and confirmed that they have not started the production" - a vendor which is apparently incapable of keeping up with production during Covid. And we are still without a sofa (we moved here internationally and believed in better service). This all is just a big disappointment. What would be expected from GOOD QUALITY customer service in such a situation?: minimum requirements 1) transparent information from the order (such as: there can be delays with custom mades) until the delay; 2) offering a replacement sofa until the arrival of the customs made sofa in March for free - considering the enormous amount of patience we have given this company -that would be the minimum. Instead I get empty "I am sorrys" from a decentralized customer service not able to handle the situation in an adequate manner. Once we have the cancellation and try our luck with another company, this will be the LAST purchase at this West Elm, which is a pity because its one of the few that have the simplistic...

The store over charged me $137 because they mistakenly rung up the wrong product and it wasn’t until a couple weeks later when I was reviewing my expenses with my accountant that I find out. I called the store several times in a day where nobody answered and then the next day I called again and spoke to the general manager Steven. He said he would look into the issue and get back to me shortly, and then the rest of the day went by and I never heard back from him. When I called back again, I spoke to the visual manager Aly who said she would look into it as well. She was having issues finding my purchase had to call me back a third time to resolve my issue. At that point, it was already getting frustrating dealing with constant back-and-forth. Finally, in our last call, she confirmed their error and notified me that I needed to come into the store immediately to rectify the issue. Seeing as though there had just been a recent snowstorm that buried much of the city, I expressed frustration at needing to come in to rectify a mistake made by the stores own staff. Aly then got upset with me and said that I was at fault because I didn’t notice the overcharge and come back into the store to fix it. I told Aly that it is not my responsibility to double check the work of the store staff and that is insulting to insinuate that as a customer, I am equally guilty or irresponsible, even though I didn’t make the mistake. Her comments we’re blatantly rude and disrespectful and she did not once express remorse or any type of sorryness for the stores mistake. Just saying sorry would’ve been the bare minimum but then to out right disrespect me is completely unacceptable. After I receive my refund, I will not be visiting the store again nor will I recommend my experience here...