west elm — Local services in Richmond

10 months ago I ordered a bed from the Richmond, Virginia West Elm location. When the bed arrived five months later we were disappointed that it was not the size that we ordered. The bed was taken back, and I was told that the only option was to start the order from scratch. I was beyond understanding about this predicament, as I know things happen. I was, however, disappointed that a company this big could make no effort to expedite my order. Nonetheless, I proceeded with the second order. Another five months pass, and I noticed on the online tracking that the bed has been sitting in a warehouse in Georgia for over a month with no updated activity. I called multiple people to try to get an update on this. I was told multiple times I would be contacted about the issue, only to be left waiting for weeks. There was no way that the company could expedite the shipping from Georgia. When someone did call me, it was to say that the bed was lost. It was at this point that I decided to cancel my order and initiate a refund. I was told this refund would take 5-7 business days. After 2 weeks of waiting, I contacted customer service to inquire as to what was going on. After hours on the phone, I was finally told that my refund had failed only days after being initiated. Almost 2 weeks later, no one had contacted me about this or sought to correct it. I have been into the store to speak with the manager multiple times and am told "there is nothing that he can do on his end." During the month, while I have been waiting on the refund he has only followed up with me once. All other contract has been initiated by me. 3 weeks into this refund ordeal I was given a Senior Lead Retail support team member who would walk me through the refund process. She spoke on the phone with me on Monday and promised a follow-up Wednesday. As typically occurs with this company there was no follow-up as promised 2 days later and I have still not heard back from this person after multiple phone calls, voicemails, and emails to her direct number.

Throughout this whole ordeal, the most disappointing aspect has been that no one has attempted to rectify this situation in any way. At the very least, I require my funds back in a timely fashion, which I have still yet to receive one month later. While I know there is red tape on the company's end, this needs to be escalated to the highest level in order for me to receive the most basic form of rectification, which is my money back that the company has been profiting off of for 10 months.

I am currently opening a small claims court filing with the Virginia Court System to try to get my refund from the company as I have not seen any progress from West Elm in returning my funds. I have not even gotten a straight answer from the company about why my money cannot be refunded. It is absolutely ridiculous that I am having to turn to the legal system to get a refund from what is supposed to be a "reputable" company. Do not trust this company with your money or orders.

I will never be purchasing anything from West Elm/Pottery Barn/William and Sonoma...

Baffled by the terrible service and the complete lack of communication between West Elm corporate/customer service and their third-party delivery partners/warehouse partners. I have purchased 2 items from West Elm. It seems that with every purchase there's always some issue with delivery. For my most recent purchase, the dining room table came cracked, so it was sent back. The men who brought it said they knew it was damaged before it even left the warehouse, but instead of communicating that to me, I took a day off just so that I could wait to receive this broken piece. When I rescheduled delivery, I contacted West Elm the day prior to delivery to confirm. They said they had no record of my having scheduled the delivery. They gave me the number to call to schedule again. And the delivery scheduler confirmed that I had in fact scheduled delivery for the following day. I encouraged West Elm to make sure they received confirmation from their delivery folks that I had indeed scheduled. Why was I the customer having to tell the company that, and be the middleman for communication?! Finally, the table is delivered intact, and they say they aren't allowed to assemble it because they "have not been taught how to assemble this particular model". I, the customer, was also not taught how to assemble the table. But was forced to because even after I called the store to ask for assistance, no one ever called me back. I don't care if the items I purchased are great or not, I will never purchase a piece of furniture from you all again. So unfortunate. And to top it off, the delivery scheduling third party is STILL calling me to schedule delivery for a table that has already been delivered, and I have communicated that to them. Please stop calling me...

I never write reviews, but my wife and I are having a terrible experience so I figured I would share. First of all the furniture is great, but I hope you’re willing to wait around 6 months or so for your order to be completely delivered. It is a nightmare dealing with both the sales associates and their delivery company that they use. The lack of communication between the store and the delivery company is just baffling. The sales associates don’t seem to care when you have questions regarding your order. They stick firmly to “We cannot help you because the store and the warehouse are two different entities.” You would think that they would want to work closely with their delivery company to avoid errors and to help keep their customers happy. But they don’t care… We ordered our furniture and the estimated delivery time was 3 weeks. It’s been 5 months and we are still waiting on the last of our kids bedroom furniture to be delivered, and they can’t even give us an estimated delivery date. So who knows when we’ll be able to finish our kids room. It’s disappointing looking into a room half finished everyday while we wait. The fact that no one seems to care is probably the worst part.

I know this was long, thank you for listening to me whoever...