west elm — Local services in Oklahoma City

I stood at the check out counter for a few minutes while three store attendents stared at my/tried to pretend I wasn't there before someone finally asked if I needed something. I had actually been in the store for about ten minutes and no one approached me to see if I needed help. I should have left after that, but I really wanted an outdoor table they had on sale. I bought it, but didn't realize I was taking the display table and not one in a box. I was surprised that no one offered to help me carry it to my car--a standard practice in furniture stores--especially because the table top was a cement slab. I wasn't able to fit the table in my car--I had planned on having it boxed up, which would have fit--so I returned inside to ask for help. I got stared at for a second time, finally the person that checked me out asked me if I needed help after a few minutes of awkward staring and being ignored. I explained my situation and they hesitated like this had never happened before. Then they went to find a wrench to disassemble the table (that took about 5 minutes) and sent me outside with a sales person. We tried to put it in the car again. She watched as I struggled to carry the table to the car, only helping me carry it when I asked. It still didn't fit. I began to disassemble it (she tried but wasn't making any progress) and she called a different sales rep, a guy, to come help me. He arrived on the scene several minutes later talking about how he was sorry, that it was so busy, they were short staffed so rather than stress him out I sent him back inside. I disassembled it, fit it in my car, and drove off. I felt embarrassed and angry that I had actually spent my money at a store that offered me zero customer service. I contemplated returning it when the salesperson watched me struggle to carry it, but I actually liked the table so I pressed on. You think you'd treat a customer differently when they spend $200 in your store, but I guess not. If this were a restaurant my meal would have been comp-ed. I don't plan on returning to this store or shopping online, definitely...

After reading the other reviews about this store I can see there is a pattern of poor customer service here, and it likely starts with management, based on what I saw today. I bought a rug (ordered online) that turned out to be a different color than the color I saw on my screen. Knowning that West Elm isn't known for great customer service, especially after the sale, I went to the store in person and asked if I could return it. They LOOKED UP MY ORDER, and said they would take it back since it was within 30 days. The 2 people I spoke with were great, but when I went in the next day to return it, the manager at the register - who had a chip on her shoulder from the start - told me it was "made to order" and they would not take it back. She shut me down from there, no recourse or consideration since one of the employees had said I could. She said I should have seen that when I ordered...my reply was her employee did not not see it when he looked it up.

After hearing the good news yesterday that West Elm would take the return, I ordered another one from another company. Now I'm stuck!

I waited over 3 months on this order, patiently, was not really properly advised when there were delays, and I expected a little customer service in return, that I unfortunately did not get. I have purchased so many things from West Elm over the years and it's been a battle every time....

Unbelievable. I was a real fan of the store. I have purchased some nice things here. Today, I tried to return or exchange a king sized tensel Crescent quilt (one of their current bedding products, not a sale item). It's been 2 months since I bought it to take home and try with our color scheme. It does not work. I am seldom on this side of town, so I was waiting until I was on the north side to return it. I was told that it cannot be returned because it is outside the 30 day return window which is printed on the receipt. That is my fault. I had not read the receipt - my bad. Naturally, I assumed I would be offered a store credit or that I could exchange it for the same item in a different color. They would not exchange the item for the same exact item in a different color that I might be able to use. This item is in current stock in the store. The item I purchased has not even been taken out of the package! They would not even consider exchanging it. I'm afraid they have lost me as a customer. I expect better customer service from a store like this. This is unnecessarily rigid and they have unnecessarily lost me...