west elm — Local services in Orlando

West Elm Company Review

The Couch: I absolutely love my couch! It is very comfortable and large. It doubles as a couch for entertaining movie nights or book reads, lazy nap time, or a daybed for guests when they visit once I remove the cushions. I was not sure about the tweed but it is a very durable material. The light grey color (frost gray) and material goes with any type of room decor. The seats do sink in a little so you may have to fluff and flip over every few months. I have not tried to wash or change any of the couch covers yet but it eases my mind to know that I can.

The Service:

Buyer Be Cautious!!

Unfortunately, my couch was 6 months late. Everything came down to communication at the end, theirs was terrible. I received my west elm dalton 92” couch at the end of January 2023, after ordering it August 25, 2022. What is nice is that you’re not charged until it is shipped. After driving two hours out of town to review the couches before purchase, we really found this couch to meet our needs over other furniture stores. We were told before ordering that the wait could be as long as three months. Since this was the best for us, I decided to order with the agreement that we will choose an “in stock” couch noting that the latest it will arrive would be November. A couple weeks after ordering I was emailed that the new date would be December 18 2022 to January 18 2023. When I called West Elm they repeated the delivery dates but knew nothing further. Again, buyer be cautious. They use a third party vender and do not keep communications from them once the couch order is sent. When I mentioned possibly canceling, since it would be the holidays with no couch, we were told that’s impossible because it is a custom couch. That was incorrect. We purposefully ordered an in stock couch for earlier delivery. I basically called every two weeks after that for updates as my online tracker was not updating online and the company was not providing more information on the delay. I finally received a notification at the end of November that it was shipped and I was charged. However, that date never changed and I still waited until January 18. When I called to ask where it was I never received a real reply. Only that everything was stalled due to the hurricanes in FL and that they were weeks behind. Despite the hurricane not causing enough damage to warrant a two month delay, it was never communicated the whole time what was going on. An email was never sent to keep me updated. I work in healthcare communication is key. For the brand I expected more and am extremely disappointed. I made sure to tell everyone on each call to communicate clearly and effectively for future customers because the stress of not knowing was not worth it.

I really do love my couch and it was extremely important for me to get it. If I had to do it over though, I would not choose any company in the William Sonoma brand for the sheer miscommunication alone. By month five I was frustrated and offered compensation, which did not even cover half of the shipping fee. Everything works out as it should I suppose and my patience was definitely tested. Up to you though just know-rule of thumb- give them six months minimum to deliver and be...

I’m saddened by my experience today. My sister and I came to the store to look at the newest releases and plan for her room. We were wearing comfy clothes as we have been working on the house all day. We love looking at the bedding and sale section and she was in the market for a bed and dresser.

From the moment we got in the store we oddly felt that we were being watched and followed. One of the gentlemen is in a scooter and constantly found reasons to be around where we were. I’ve dealt with him before and have had fine experiences but today I kept catching his eyes as he would look back at his phone to “do something.” We were absolutely being watched and it was bizarre. We don’t steal and are very respectful of the spaces we are in so I’m not sure what he was looking for. The store was basically empty so I would have figured they would welcomed our business. My hope would be that this was his way to be at the ready for my questions but this felt different.

It was very awkward and made us want to leave. Maybe we were being judged for our clothes or the fact that we were just browsing and didn’t request assistance. Again, we have been shopping West Elm for years.

I should say I own a bed, dresser, night stand, two lamps, three rugs, multiple trays, dishes, candles, pillows, bedding, jewelry boxes, mirrors, custom office chair and random knick knacks from west elm. I’m sure I’m forgetting things. This all adds up to more then I assume the average person spends and I often times make these purchases after having explored the store and taken some pictures for inspiration to make a plan for the look I’m going for.

At one point I asked an associate the pricing of a pot in the sale section. We are looking for a pot for a new plant we recently purchased. The pot was not only “on sale in general” but was previously used by the store as a display and had dirt sitting inside it. She radioed the manager, who I assumed was the same gentleman, and relayed the message that the pot was originally $190 and is on sale for $160. She said this was the sale price also available online for a NEW pot. This pot had actual dirt in it and one of the legs was twisted. This very well may have been the price but after the experience we felt we were having it felt like a smug game was being played and we decided to take our inspiration pictures and leave. First time I’ve ever shopped West Elm and left empty handed.

I’m not saying I won’t shop West Elm again but I will try to avoid this store and I truly hope that they go through better training in how to make all their potential customers feel welcomed and not judged. Not sure what their issue was at this location but today was just uncomfortable and unfortunate and not the reason I’ve come back to West Elm so many...

Dear West Elm Corporate Team,

I am reaching out with deep disappointment following my recent experience with a custom couch purchase (Order #333453218328) from your West Elm store in Orlando. Despite my initial excitement and the considerable effort invested in selecting the perfect piece for my home, the outcome has been far from satisfactory.

After several visits to the store and extensive consultations with my designer, I placed my trust in your sales representatives, Maddie and Tucker, to help me choose the right fabric from numerous swatches. The anticipation of integrating a custom West Elm couch into my living space was high, given your brand's reputation for quality and design. However, the product delivered to me has failed to meet those expectations on multiple fronts.

Upon arrival, the couch emitted a pungent odor, which, despite my best efforts, has proven impossible to eliminate. Beyond the discomfort it causes, the couch itself is markedly uncomfortable to sit on. However, the most concerning issue lies in the craftsmanship - the stitching and seam work on the couch are subpar, with a glaring gap of nearly 5 feet. This is a clear indicator of poor quality control and is unacceptable by any standard.

In seeking resolution, I contacted your customer service and Maddie, which led to an evaluation by a third-party vendor. Disappointingly, this interaction offered no solution, as the vendor dismissed the issues I raised. Further exacerbating my frustration, the response from your corporate office suggested that such flaws are sometimes unavoidable in production. This rationale is unsatisfactory and undermines the trust I placed in your brand.

This couch, in its current state, should never have left the factory floor. It falls well below the quality and excellence I expected from West Elm. Given the circumstances, I am urging a meaningful resolution to this matter. I am open to discussing options, including but not limited to a full refund, a replacement, or significant compensation for the myriad issues encountered.

I had hoped for a seamless and satisfying addition to my home from West Elm, but this experience has been anything but. It is my hope that by bringing this to your attention, we can find a resolution that reflects the values and customer service standards your brand aspires to uphold.

I look forward to a prompt and...