west elm — Local services in San Diego

The absolute worst experience of my life. If I could give 0 stars, or even give a negative stars, I would. I purchased my couch on November 27, 2023, and was told that the initial delivery was between 12/9/2023 and 12/23/2023. I was called and asked for my availability and it was agreed that my couch would be delivered on 12/9. On 12/8, I was told that there was a delay and that a new delivery date would be scheduled once my item was in the warehouse. I was confused, given I already had a delivery date and so I inquired why I was notified and asked to select a date for delivery of the item if it was not even in the warehouse. The agent could not respond and simply told me that I'd have to wait. I agreed and waited for the next communication from West Elm delivery. However, no such thing happened. Week after week I had to check in to locate my item, and week after week I was told that the item was in processing. Almost a full month later, On Dec 23rd, I called west elm store with my frustration on their lack of follow up and the disconnect between the purchase of the item and delivery of said item. I spoke with Juvy, store supervisor to which i was offered a discount for the inconvenience. My delivery date was changed to January 10th. I asked that he follow up with me in 7 days on the location of my item to which he never did. When i called back, he was on vacation. I requested to speak to the store manager, to which he was of NO HELP. Continued spouting 'company policy' and that there was nothing he could do until Jan 10th. On Jan 10th @1015 AM, I called West Elm delivery hotline, and to my dismay, I was told that a new update had been written on my account. Per the update, upon opening of the container, my item was nowhere to be found. At that point I could only laugh. The utter ridiculousness of it all. An entirely new order was created for the same product and I was told the new delivery date would be Jan 20th to Feb 7th. Now you'd think this would be it. But noooo. How could it. After speaking to the delivery team and establishing a delivery for Jan 20th, today Jan 18th I am notified that unfortunately my item was not available for delivery on Jan 20th and instead it's Jan 23. When I asked the agent why she rudely indicated that the item was not yet in the warehouse. So here I am, absolutely livid by this situation. 51 days, almost 2 months in, and still no couch. I would highly advise anyone looking to purchase ANYTHING from this store to quickly change your mind. They do NOT care about the customer experience, only making their commission. If my couch is not delivered, I shall be requesting from my banking inst. to void transaction for services not rendered by...

First (and last) major purchace with West Elm. My experience has so far been no different than previous reviews. The company is obviously above providing quality service to their customers. The B2B service group just flat out does not respond. You will get a letter stating your application and documents have been received and that the approval process takes 24-48 hrs. Then never hear from them again, dispite reaching out for status by email multiple times. Phones calls show the same lack of service. Next problem involved an order for a sofa to stage a home. Bad decsion! We placed the order in anticipation of receiving the design firm discount as my husband is a registered architect. We were told to go ahead and place the order to get it in que and the discount would be applied once approved. We were then told by the b2b team that they don’t retro back price adjustments. 🤨 Also during this time, the sofa went on sale for $400 less than we paid!! The item hadn’t moved from their warehouse so we asked for a price adjustment. They declined. We asked to cancel the order and that we would order a new one at the discounted price. They declined and said the order couldn’t be canceled. What??? We tried to cancel it on line and received the same message. At this point, we are couchless, and have paid $500 more than we should have with the sale price and the 5% designer discount. Oh and get this…we asked to speak to a supervisor and was left on hold for an hour and a half. When the rep finally checked back in, she said that the supervisor instructed her to tell us she was busy with other customers (I bet!) and that there would be no price match, no cancelation, and that we would have to call b2b to discuss the wait time on the designer discount application. (Which we had already done and had told the rep as such.) We asked to have a supervisor call us back at which point the representative said that they don’t do that. So 2 hrs later, we have been denied the opportunity to talk with a supervisor, are still couchless, have paid $500 more than we should have, and are still waiting on the design firm discount which won’t even help us now anyway. The company clearly has no concern nor do they want to help with any issues they’ve caused once they have your money. And now judging by other reviews, we may be waiting several months beyond the promised delivery date. **take me off your mailing list, West Elm. I won’t be buying your...

UODATE 9/15/23: This location is STILL ignoring non-white customers. No greeting. No offers to help. Saw them greeting only when Caucasian customers.

West Elm has really nice furniture, but there is something seriously wrong with the management and employees at this location. My first time at this location, I wanted to buy a coffee table and 2 end tables. There were signs all over the store saying the end tables and coffee tables were 20% off. When I told an employee (a manager, it turns out) that I wanted the end tables, he took the sign off of them, and said they weren't really 20% off... they had just forgotten to take down the sign. The problem, is, that wasn't the only, or even the biggest, sign with the sale... they were ALL over the store. The manager said the tables were on sale over the weekend (this was a Tuesday) but they weren't on sale anymore, but he would give me the sale price. Unfortunately... they were out of stock, would have to order the tables, and because they were on back order, it could take 6 weeks for the tables to ship... AND I'd have to pay full price, and wait for the 20% refund once I received the tables. He seemed genuinely irritated when I said I wanted the tables and agreed to his super-complex plan. This was NOT an enjoyable experience.

The next bad experience I had here was when I went with my husband (who is native american... AKA brown-skinned). We were looking around, and the store managers (2 of them) who were on the floor made a point of asking every customer who came in the store whether they needed any help. These store managers appeared to intentionally avoid us in favor of older, whiter customers. It wasn't until we were on our way out the door, when they were both standing by the entrance, that they decided to say "Goodbye, have a nice day!". How sweet of them both to watch us leave and thank us for leaving, while following us around the store while we were there, and saying nothing.

In short, the management staff at this location come across as arrogant, rude, unhelpful, unapologetic and unwilling to recognize that they need to improve how they treat people.... especially...