west elm — Local services in Salt Lake City

One nightmare after another.....We bought the Drake sofa the end of October 2018. They assured us we would have it by Thanksgiving or the first week in December. Well Christmas was coming and we were having a houseful. The sofa showed it was in Salt Lake but the warehouse could not deliver it until after Christmas. We have a truck so I begged to let us pick up the sofa ourselves. After talking to several "manager" we were given special approval to pick up.

We picked up the sofa on December 19, 2019. By mid January the fabric looked horrible! It is piling and sagging.

On February 9, 2019 I called the City Creek store, since that is where we ordered it. I was given a customer care number to call. I called that number only to find out it is just for store associates. I called the store back and was given another number. It took about 45 minutes to file a report with a very nice customer service lady. She said I would receive an email with instructions on sending pictures in.

On February 14, 2019 we still had not received the email so I called again. The report never got filed?? Really? Another 30-45 minutes and I filed a new report and immediately got the email.

On February 16, 2019, I sent the pictures as instructed.

On February 20, 2019 I had not heard anything so I resent the pictures as instructed.

February 25, 2019 STILL had not heard anything. I called the direct line that was given to me on February 14, 2019. That line is for Pottery Barn shipping issues. NOT West Elm. Got transferred to West Elm. That was the wrong department. Amy said she would stay on the line to get me to the correct department. She just transferred me to The wrong area. That person.. Didn't get his name.. Transferred me to a rude woman in the Southern CA area. Also the wrong area but she assured me that she found my emails and sent them on to Northern CA which is the correct area. This ordeal was 36 minutes.. What a waste of time!!!

Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.

We explained what was happening. He was EXTREMELY nice and really wanted to help us. He told us he would contact corporate and find a solution. I left there feeling so much better.

3/6/19 I get a call from the store manager that he is having Pauline Hill from corporate contact me. 3/6/19 Pauling calls me and tells me to send more pictures. 3/7/19 I send the pictures to Pauline. She confirms that she has received the pictures and that she will review and get back to me.

3/11/19 I call Pauline for an update. No response. 3/14 /19 I call Pauline and ask for another update. No response.

3/20/19 I email Pauline asking for a response. 3/23/19 I get a response from Pauline that West Elm does not cover piling of their fabric and that they would send me a complimentary fabric shaver. I feel so taken advantage of. What a waste of our hard earned money and time.

This is a 3 month old couch that looks 10 years old!!! It looks so bad that we have it covered with blankets. I am blown away! I plan on sharing my horrible experience with everyone I know.

The sad thing is we choose West Elm because we thought they had good reputation. Turns out they don't. After googling West Elm fabric I found that many others have had the same issues as I have. I guess I know why you don’t have reviews of your products online. So...

West Elm has potentially the worst customer support I have ever had to communicate with. I experienced a month straight of being told conflicting/wrong information. I was kept in the dark the entire time, and I had to call back almost every week to be told something completely new and contradicting to what I've previously been told.

I ordered a couch that I was perfectly fine waiting 4 months for, but once received, I knew that it needed to be returned.

Thus begins the nightmare... I called in to West elm's support to see if it was even possible to return my couch and was told it could be returned for merchandise value and that I should hear back about scheduling a pick-up.

I call back a day later to clarify if the return would be to credit card or a gift card and the support agent had no idea what I was talking about. He said there were no notes taken for my order and that the item wasn't able to be returned as it was "made-to-order" (something that was specifically discussed over my first call). I was transferred to another agent and after 2 hours I was told that I had to contact the store.

I asked the agent to find my call recording from the day before where the support agent told me that it can be returned for merchandise value because they were making it sound like I was just making up what I was told.

Another day goes by and I get a call back saying that they found my initial call and that since I was told incorrectly it could be returned, and that they will go ahead and process the return for me. They asked if I would prefer a gift card or a refund back to my original credit card and I requested a refund back to my original credit card.

A week later my couch was picked up, and two weeks after that I call back to check on the status of my return. My first call told me I should hear back by the end of the week. I reached back out at the end of the week and I'm told "I show in the notes that an approval was released for refund, but has not been processed as there isn't notation from a manager indicating if it should be refunded to a e-merchandise card or credit card."

Eventually, I'm told that I can only receive an "e-merchandise card" and that I can't have a return to my...

DONT DO IT!! Save your time, energy and money and go elsewhere. Ordered the Haven Sectional 3 months ago as I prepare for the shipment, antsy I called a week before the expected delivery day and called a day before to make sure everything is going as planned. I am reassured and plus I get two emails giving me an arrival date soo I start planning how I would transport it to my home. Sofa day is finally here, my sofa is not here, apparently card was declined so they canceled the shipment. Without my knowledge!Placing 100% of the blame on myself and the credit card company. There were funds on that card, they checked 2 times, I guess the third check/charge looked fraudulent to my credit card company. I understand and appreciate if its true that Chase canceling ANOTHER charge to my card. Why wouldn't West Elm notify me the moment it happened? Why wouldn't West Elm tell me the days I called? No one there has an answer. All they tell me is that I’ll get it in a month! No “sorry’s”, no “my bad”, just one more month and in the future we will be better. Absolutely unacceptable. Not sure why I'm allowing a company to place blame on me and not completing my order, making up lies, lacking communication skills, and taking so long for my order. This company is old enough to have an efficient system in place, figure out the basic business principles. If anyone knows about a place I could get a similar couch PLEASE let me know! I have wasted so much time trying to sort this out I recommend anybody considering buying from them to steer clear - life...