west elm — Local services in Palm Springs

I’m writing about an unacceptable incident regarding a delivery.

We ordered a particular sofa, and chose a fabric that was not our favorite, because we were told that it was the one that could be delivered by the time our guests came to town.

The most recent communication I received was the morning of the scheduled delivery at 6:29 AM, which was an email confirming the delivery was scheduled and was told it would be here between 12:30 and 2:30 PM.

When it was not here by 2:30 I called and was told that the truck had a flat tire and the delivery would be here by 3:30 PM.

When it was not here by 3:30 I called and was told that the delivery was canceled. No one notified me of this.

I called the store in Palm Springs and they said the earliest opening on the delivery schedule is December 12, which is one week later than the scheduled delivery.

I called customer service and they said there was nothing that could be done.

I have guests arriving today and no place for them to sleep.

West Elm's lack of accountability...

A few months ago, I visited the Palm Springs store to choose a sofa and rug. Kim Williamson patiently assisted me and was very helpful in making my selections. We anticipated a delivery time of about 90 days, which worked perfectly since we would be in Canada during that time.

Surprisingly, the delivery was offered after only 30 days. I called the deliverer's cheerful customer service person each month and was easily able to reschedule it for the week of our return. The items were delivered yesterday and we are very pleased with the quality. We plan to order a heavy coffee table this week.

I do have 2 complaints. #1 is the flat fee delivery. According to the website, the $699 coffee table will have a charge of $309 for delivery. That doesn't seem reasonable. #2 is the reward points expire too quickly. Mine expired while in Canada, so $50 credit was lost. That doesn't seem reasonable either. I'm sure these are corporate policies, not amendable by our...

I purchased the Laurent couch in Tarragon distressed velvet back in July. First delivery they brought 2 of the same pieces. I then found out they didn't have the arm piece in stock. I had to wait until November. I shared my concern about getting the couch at different times and not made from the same dye lot. Well low and behold the arm piece came and they didn't match. I called and explained I want the couch made from the same dye lot. They re-ordered to arrive in February. I was so excited about the couch arriving today. The delivery guy came in and I explained why I was getting a new delivery, he was concerned because 1 item was in a box and the other was not. Low and behold the color doesn't match again. I can say the customer service has been great about replacing, but the quality control is horrible. I wish I could...