west elm — Local services in Providence

Delays, delays, delays, delays. Short version: you will not get what you bought in the time frame that you were promised, so you had better be prepared for a lengthy wait.

This chain is utterly incapable of delivering things in timely fashion, or admitting to fault when it fails to do so. They have to know perfectly well, from the beginning, that an ordered item will not arrive until at least a full month after the promised date of delivery. It's no longer credible, three years after the transformation of the "global supply chain," to claim that these "problems" are transient or "unprecedented." And forget about getting any kind of discount on the goods that you were supposed to have ages ago have, or receiving any other form of effective recognition that might account for your inconvenience. It's apparently your fault for believing that a business actually sells what it sells, in the fashion that it claims. The company will gladly send you an automated apology email - something that doesn't even amount to token recognition, since it is literally the least that the company can do. It will be equally glad to hold the cash it took for the service it failed to provide, ensuring both that you can't use it otherwise, and that you fail to enjoy the...

Purchased a sofa ‘during the best deal of the year’ only to have it marked down within 2 weeks (while I was still waiting on delivery). This is a $2000 sofa. Sofa took nearly 2 months. White glove delivery (which is an additional charge) was a joke- the sofa arrived uncovered in a dirty truck and was delivered by two dirty dudes. The sofa itself looked beautiful initially. I could not use it for 6 months due to a home renovation. Within a few months of use, the sofa started making noise. Also, there were weird random pieces of fabric hanging from the underside. The cushions constantly become misshapen and need to be removed from their covers. The tweed is starting to pill within 8 months of use. A part broke off of the sleeper sofa portion. The whole thing makes a horrible creaking noise each time I sit on it (I am 150lb). I have no children. I am rarely home to even use the sofa. It sounds like it’s 10 years old. I reported the issue to West Elm and their customer service has been atrocious. I have had to escalate things and they are finally addressing the issue, but still making a very big deal about the date I filed the complaint, etc. Apparently it’s OK for their stuff to bust in...

I used to really like west elm, but since the pandemic, their customer service and shipping have sucked, while prices have risen. Fall 2021 I bought a duvet cover, that I did not receive till end of February 22. I tried to cancel the $200 order but was told I can not cancel, once it was delivered I could return for full refund. I received nothing more than an apology for the inconvenience. Now June 22’, I ordered a $200 curtain rod, yes it’s a splurge, but I really wanted this curtain rod. When I received the rod, the box was partially opened and I could hear rattling inside. Once I opened I realized there was nothing securing the rod, it was just floating in the box, banging around. Closer inspection, the rod was damaged, the brass end caps scratched and dented, but the worst part is, the wood for the rod doesn’t match & the plastic faux wood is a completely different color than the wooden rod. Now once again, I have to return this, wasting my time and gas. Also, I still am waiting for the smaller rod for a different window in the same room. Which I’m sure will also be damaged. West elm, you need to get it together. People pay a lot of money for your products, yet your shipping...