west elm — Local services in Richmond Heights

Do not buy anything from West Elm that requires home delivery unless you hate yourself

THE REVIEWS DON'T LIE - THE SHIPPING/DELIVERY WILL COST YOU YOUR SANITY AS YOU EXPLORE LAYERS OF RUDE CUSTOMER SERVICE AND BOUNDLESS INCOMPETENCE

Things I trust more than West Elm Furniture Home Delivery Services: Gas station sushi A root canal without local anesthesia A shark with a 'pet-me' sign Bill Cosby as the bartender Taco Bell bathrooms A North Korean Trial A Casey Anthony day-care A shot from Dr. Kevorkian A fart when you have diarrhea Hannibal Lecture as my psychiatrist Swimming the Seiene Dinner with Jeffrey Dahmer A movie-role from Harvey Weinstein Invitation to church from Tom Cruise Flint, Michigan tap water

Ordered my items 8/29, delivered to warehouse. Confirmed delivery on 9/24 for 10/3. On 10/1, I called West Elm to confirm delivery and inquire when the delivery slot would be finalized (it comes in as a 13 hour block (7AM-8PM)). Catherine said they would call 24 hours out. Later that afternoon, warehouse called to inform me that 'they won't be in my area on Thursday' and I can just reschedule. The earliest date is 8 days out. I expressed concern since we need the couches this weekend, having made arrangements to remove everything else for the delivery. The customer service rep was rude, irritated and snapped they won't be in the area and will not be delivering. I asked if she could please investigate further what other options are available. She said okay and hung up. Immediately after the call, the rep cancelled my delivery, prompting the system to have me select another delivery date. When I booked on 9/24, the entire month of October was open. When I had to re-book because delivery crew waited till last minute to finalize the route and needed to reschedule, there were only 3 slots available the whole month, none of which are within a reasonable amount of time.

I called West Elm - talked to 4 different agents on calls ranging from 20-30 minutes each. Phone gets disconnected each time, supervisors unavailable, can't get a hold of delivery crew. This is a trap - you cannot speak directly to a supervisor, no one helps you, they are all working from home. One agent had a crying baby in the background and it took her 14 minutes of typing to finally say she was going to ask someone for help. After 90 minutes of being on hold and passed around, finally got a hold of supervisor. The warehouse had closed, so nothing they could do. So here I sit --- is my furniture coming when?? We need our couches, West Elm. DO BETTER!

Such degrading, disrespectful treatment after spending $$$$ for furniture. I am still waiting for compensation and a final...

If I could give zero stars, I would. This review isn’t about the in-store staff, but the customer service and product quality—worst furniture shopping experience ever. I purchased a couch in November, received it in February, and by August, the seams burst open. The couch sat unused in an empty house from February to July, and they still claimed the issue was “maintenance-related.” Maintenance? You can’t even rotate the cushions!

Meanwhile, my $200 Amazon couch, bought in December, is holding up better. After weeks of back-and-forth, West Elm’s “solution” was a joke. At first, they didn’t even offer a repair option. When I finally pushed for a repair medic, they told me it wasn’t fixable. Great, I thought—a refund! But no, they backtracked, claiming the repair report said otherwise.

The final insult? They offered me a 25% discount or a repair, leaving me with a malfunctioning couch that cost nearly $3,000! The only thing West Elm has clear terms for is arbitration in their legal claims—not their warranties. I’ve settled for the discount and will have to stitch this couch together myself.

1st pic February...

The experience with West Elm has been absolutely Horrible! Upon beginning my purchase for a Harmony Modular sectional I was told while in store that I could NOT PAY WITH MY BANK CARD a debit card. Which has a Visa Logo and with a reputable banking system. I was coerced into signing up for a credit card as well as using several In store gift cards. This is instead of using cash or debit. The Delivery was Horrible as expected from reading several other reviews. I was told my Delivery would be by July of 2023 and it instead came the end of September. The store Manger at the Galleria location was rude and lied about not being able to use bank cards with Credit logos. I requested the return THE DAY IT WAS DELIVERED. IT JUST WASN'T WHAT WE ORDERED! The item was much smaller and the quality of the material of the couch was Cheap! I spent $4700 on this couch. The refund process took an additional Month and I still have NOT RECEIVED MY REFUND! They are trying to give me my refund as a store ctedit!!! THE ENTIRE EXPERIENCE HAS BEEN RIDICULOUS AND I WILL NEVER EVER SHOP HERE AGAIN! SO NO TO THE...