west elm — Local services in Salem

The sales associates are friendly and helpful, but once the sale is complete it quickly changes. I bought a sofa that did not fit up the stairs via the front door. The delivery person asked if there was another entry, I said yes. I don't know why but they didn't try the back door. They sent pictures to the warehouse and said it was a "no fit". Customer Care called and said they would issue a store credit minus the $300 delivery fee. Not having time to think about this I agreed. I quickly called back to ask the distribution center if they would bring it back if it would fit through the back door. They told me to make sure it would fit because if it didn't fit they wouldn't take it back (fair enough) they would give me to the end of the day. Why didn't they try the back door? Mid afternoon I called back to say it would fit. I was told a store credit was already issued, it was literally 4 hours since the sofa was taken to the warehouse I'm quite sure it's still there! They could have easily allowed me to take possession of the sofa, but nope! They would rather send it back to wherever and lose money on it than to reverse the credit and allow me to have it. They would also not give me the sale price that I got it on. The $2,000 sofa will now cost $2,700 plus $300 delivery. Customer service and satisfaction is not good. Shop at...

The store was organized and clean. The customer service was absolutely lacking. We made it past halfway through the store until we saw associates, but no one greeted which I thought it was odd.

When we finally decided to buy something, there were 5 women behind the register and my sister and I were standing in front of the register to be checked out and it wasn’t until one of them was leaving that they noticed.

I also accidentally dropped a tool from a bar tools piece and instead of checking if everything is good (nothing broke) they went to take a look where the sound came from and didn’t ask me if I was good, but two associates talked amongst themselves “she didn’t break anything”. Which I guess is more important than basic customer service?

I really cannot help, but feel some sort of way these ladies treated us. We did not receive the same warm greeting like others did, could it be because of something else? Who knows. But I did love a lot the pieces & will shop online, but never at this...

I would give less than one star if possible. The worst customer service I have experienced. Richard is rude and unprofessional. I have tried patiently to place an order with them for months. 1st they said they had a product on display after confirming that they did, only to find out after a 45min drive that they didn't. Then they took my order and lost it.... Today they said they would call back with a update on the status of another product and after waiting a full day for a call back was told that no one spoke to me at that store and they wanted me to start the whole process again. It's either they don't care about the business or they are...