west elm — Local services in North Bethesda

I ordered a custom tufted storage bed from this West Elm location in January of 2022. I was originally told the order would be shipped March of ‘22. It took 7 months to receive the bed (August 9th ‘22) and they charged my card for the full price of the bed on May 8th ‘22 THREE MONTHS before it was delivered. West elm notified me in May of ‘22 that the bed they were shipping to me DID NOT PASS INSPECTION, so the company sent me a giant replacement part in the mail (the footboard). This very large box sat in my tiny townhome for 3 months before the bed was delivered taking up space. Once the bed was delivered the installers spoke extremely limited English (therefore making communication almost impossible) and informed me that the drawer on the lower left side was broken, not functioning, and needs to be replaced. They installed it broken and then proceeded to ask me for my household Wi-Fi password. They said they needed to sign into my Wi-Fi to send dispatch pictures. I told them I don’t feel comfortable giving out my household passwords. They said I would be contacted within 24-48 hrs by West Elm to schedule a time for a medic to come out and fix the drawer. The drawer is very hard to open and it was installed crooked. Therefore we can’t store things in our $2,500.00 STORAGE bed. It has now been close to a month since the bed was installed and I have not been given a date for a medic to come out. West Elm sent me an email saying I needed to send them pictures in “jpeg” format of the broken parts. I promptly responded to the email and have heard nothing back! It takes me anywhere between 45-55 minutes on hold to talk to West Elm customer service, who by the way have been no help at all. Niki, the manager, at the Pike & Rose Bethesda location (where I bought the bed) was helpful at first but now appears to be dodging my calls, I call and call the location and no one will answer during normal business hours but when I blocked my phone number she answered on the 3rd ring and when I started speaking she said “is this who I think it is” and then promptly says there are 5 people ahead of you, I’ll have to call you back and promptly hung up. I was told by her countless times that she was going to call me back and I get no phone calls back. I think I have the right to be persistent until my bed is fixed and I get the functioning $2,500.00 storage bed we paid West Elm for...

Very disappointed with West Elm.

update Today December 4th 2020. I checked the update for my order. Again, the estimated delivery date have pushed away further to Dec 30th to January 13th 2021. Unbelievable.

You cannot believe their estimated delivery date. I purchased a swivel chair from this location in October 6th. Waited 10 minutes in store for assistant and while I was purchasing the staff lady was rushing saying that it is almost their closing time. At the very end of the purchasing process I was told that there is $150 flat rate for delivery that I wish I had known before. I never had to pay for delivery for furniture cost over $200 before but that was fine because I really like the product until they kept pushing my estimated delivery 3 times.

The day I purchased I was told that the estimated date should be from Nov 23 - Dec 7 then 3 weeks later I received an email said that delivery date has been revised to Dec 4- Dec 18 due to Backordered. I called customer service to see if this would be the latest i should be expected to receive my chair and I was confirmed that it should be the latest delivery date and it should not be no later than that. Then yesterday Nov 29 I went on the website just to check the process. Surprisingly they changed the estimated delivery AGAIN without sending me any notice or email to Dec 8- Dec 22.

I decided to call customer service again and specifically asked if the chair I ordered has ever been made at all. The answer was NO. After all this wait. 2 months. It is ridiculous.

I requested to cancel the order because this is unacceptable. The customer service said she would submitted a cancellation request. The worst case is that the vendor does not cancel in time and i receive the chair.

I would recommend to purchase your furniture elsewhere if you don’t wanna waste...

One of the worst experiences I have ever had! I ordered a table November 3rd that was labeled IN STOCK and ready for delivery in 2 weeks or so. The table was BEAUTIFUL, my wife was happy she found one she liked. We thought we might have it for the family to enjoy for 1 or 2 of the holidays as they told us we would. It is now May 14th and we still don't have the table. Besides that (bc there are companies all over the country blaming covid or shipping problems across the board) we were told on May 11th that it was finally at the delivery center and for me to call there and set up a delivery date. Well, the number I called no one answered bc it was 1 hour before they were closing and no one wanted to work. I left a message and the next couple days no one called me back. I called today and finally got a hold of someone who told me that they were waiting on an item still. I said that there is only one item. They told me to call the store, if it comes in 2 pieces or something. The lady at the store had no idea told me to call customer service. I called there and they told me to call the delivery company. I called there again to hopefully talk to a manager or someone who had answers and they wouldn't be there until 12 noon. I talked with 5 people before I finally talked with someone who wanted to help me. They didn't really know what to do. But, had the good intensions to find out for me. It took an hour today. But, I finally set up a delivery date...