west elm — Local services in Portland

Tonight, I had the absolute WORST customer service experience of my life. I came in the store after seeing a sign outside advertising, and I quote, "25% OFF ENTIRE PURCHASE". I was with two girlfriends on my way to dinner. I was looking for several items, totally over $3000 so the discount was appealing. After asking the sales representative if everything was 25% off and being told so, I started selecting furniture items. 30-45 minutes later, when it came time to check out, several items were ringing at full price. The associate helping me was very pleasant and called in her manager, Erin. Erin came to the cash register with an attitude. She told me the fine prints said "exclusions apply". I left the store deciding to wait for another sale. Then, I thought to myself, this is wrong! I went back in and told the associate about the sign advertising 25% ENTIRE PURCHASE. Again, she was pleasant and called her manager to find a way to honor the ad. Once more, Erin said she could not do anything. After I pleaded my case, using the term "legally"... Erin agreed to offer the discount. She was extremely rude and told the associate "just do it", "fax the order". While the associate was attempting to figure out the process, Erin was counting the cash in the other register. She was clearly not trying to help. Long story short, the ordering process was taking so long, my friends were waiting by the door, I decided to leave and order the items online. If that had been the end of it, I would probably not be writing this BUT... During this ordeal, I observed Erin being extremely rude and condescending to a your couple with an infant. The couple in question had purchased a couch in the store and received a voicemail that it was ready for pick up. Erin told the young man she could not get the furniture because they were only two in the store. She told him to come back the next day. When he gently argued and offered to help get the furniture, she went on to accuse him of not listening to his voicemail carefully. She told him they always say to call ahead and insisted on knowing who left the message. They acted beyond graciously and asked prices for rugs.Erin, snidely asked the wife if her husband could check that tomorrow since he had to go back to pick up the furniture and the store was now closed. It was a few minutes past 7:00, closing time. As we were leaving, my friends and I asked the couple what happened in there. They said they rented a pick up truck, drove for an hour, had a babysitter babysit their 4 other children to pick up their couch, only to be told to come back the next day. No apology, no smile and a very bad attitude. I want to mention that I am not one to get offended easily and to write reviews. I am only doing so because this was completely...

Ordered curtains and a rod at the end of November 2021. We immediately realized we didn't like the color and fabric (taupe velvet which is more gold and super shiny) so packaged them right back up. I brought them to the store in Portland hoping to exchange them. It was holiday time though it wasn't busy. I asked for help and was told someone would be with me when they were able... a few of the associates were sitting in front of computers, one was on the phone, and I waited and waited and when I asked again got some 'tude, like "we told you to wait" and finally I had to leave to pick kids up from school. I put the package down and honestly forgot about it with the holidays and Covid and finally today I rediscovered the curtains in my enormous "to-do" pile. I take full responsibility for having forgotten, but the curtains are still available for full price on the web site, so I called hoping I could exchange them. I was able to see the ones I liked better at the store that day so was planning on getting more rods and two more pairs of curtains. The store said I needed to call customer service and they said NO. I could understand if the curtains weren't still available, but they are still FULL PRICE. It isn't that long past the 45 day cut off, and I was planning to exchange and in fact buy a whole bunch more. So frustrating. And kind of ironic considering how many complaints I have seen in reviews about West Elm taking forever, screwing up or even cancelling orders -- so apparently they mess up sometimes too. Letting me exchange them would have been hugely appreciated and not only was I poised to buy more it would have built brand loyalty as I haven't shopped much with them in the past. Not that they care clearly, but given their "customer service" I will take my...

I want to preface with the fact that the people who work at this location are lovely. The issue that has me utterly unwilling to purchase from West Elm (or any of their other brands) ever again is with everything that happens after you place a delivery at the store. We ordered our living room console and shelves (matching set) through this location in November. There were a bunch of delays which was to be expected with the holidays. Finally delivery day comes only 1/3 pieces were delivered. The rest scheduled the next week. 7am that morning I get a call that part of one of the pieces is broken. Then they deliver only HALF of one of the two remaining pieces. No explanation just that the other not broken ones got separated at the warehouse. At this point I’m sick of the delivery people tracking salt and dirt through my house and having to move meetings around on my schedule. So I ask them to hold the shipment until all the pieces are ready. That day finally comes a month later and sure enough 7am morning call that one of the pieces that they claimed had been in that warehouse for month is now broken now set for a March delivery. I have tried calling customer service and they offered me nothing for my time (and the fact that I think I know all the Boston warehouse people by name now from all the times I’ve called to project manage this insanity) other than once everything arrives to that I can call to ask to waive shipping, I don’t even know if things will arrive. I don’t know what to do, I have half of a matching modular living room console setup I ordered months ago. We almost bought a couch here and I am SO HAPPY we bought local from Young’s Furniture instead because it showed up right on time and undamaged with no extra...