west elm — Local services in San Ramon

WORST furniture store to buy from!!! They are so uneducated with measurements and customer service!! Before I went into the store I contacted them by phone to let them know that I'm coming in to purchase furniture...They advised me that there are designers in the store that can help me pick the right Sectional for my space. I went into the store to buy a Sectional and took pictures and measurements of my living room with me so when I make that purchase they will sell me the right Sectional. They had the 30% sale going on so that was a big discount I got on my Sectional. First when I walked it I Specifically asked for a designer to one of the employees that was walking around, he said "well I can help you." So I showed him pictures of my living room and how I want my Sectional to go. I told him that I wanted a sectional with a Chaise. I also told him I wanted to chaise to be on the right hand of my living room. When he put everything together and went to ring me up he added a left-hand Chaise. So he messed up on my order. I was told after I placed the order that I was unable to change the order. That was very disappointing due to the fact that the furniture store messed up my order! They should have fixed it without a problem! Not to mention the furniture would come in at the end of November, That's a 2 1/2 month wait! When I called to speak with the manager about my issue I was told she was busy with another customer. I understood and gave my name and number so she can call me back. A male employee ended up calling me back (he wasn't a manager). I told him I preferred to speak with a manager because of my issue and all he kept saying was "I can help you." I Gave him a chance to help me, He had me on the phone for one hour and 15 minutes to tell me that the refund will not be processed for 7-10 days. So this being on my credit card, I have to wait to reorder the Sectional. And now wait even longer than two and a half months for it to come in. I was also told I couldn't get the 30% off because the sale ends tonight. I don't have room on my credit card to order another one because the other one can't be returned for 10 days how is that my fault?!?! They Should be able to honor the 30% right away! The store messed up my order!! A manager never contacted me back like the employee said she would! He also took my ID number and the last four digits of my Social Security number over the phone! To get my credit card information! I was told you're not supposed to take someone's ID number or last four numbers of their social over the phone! I don't recommend WEST ELM to anybody! When you're buying new furniture for your home do you want to feel comfortable with...

Update after 2 months.

We are still not received full refund from West Elm after two months. West Elm customer service: We called them many times. Every time, they said, they sent us gift card for refund (they can't refund to the card. I don't why). After two months, we are not received anything yet. They promised to send us the tracking number, never got it. West Elm is a company never do what they promise. Another funny thing, their customer service will disconnect your call if they can't solve your problem. They said, they can't talk to customer more than half hours.

Don't apply the West Elm credit card. This credit card bank will not help customer at all. They will close your case right the way. The 10% cash back is useless (they store sales will told you a lot of good things if you apply it).

I can't give 0 star...otherwise, will give 0 star. I have very bad experience with them. We order more than $5000 dinning table and chair from them. They will promise you everything before place the order. But, they will not inform you even you didn't do it. If you ask them cancel the order. They will just call the customer service, but, they didn't cancel the order (even the receipt said they cancelled.) The amount will hold on your credit card. We went their store at latest 5 times, they will just told your they cancelled...Even, you asked to talk to store manager. That is no help at all. If you want to buy from West Elm, make sure you place order cheerfully. Asking everything in paper. Order from the store is not different compare with...

After 3 visits I have come to realize the inconsistency around customer service and policies being communicated with me. I have spent a lot of money at this store for the past few weeks as I have no furniture for my new home. Most were helpful in helping me style my home, especially Stephanie and Ethan. But when Miranda was helping me out, there seemed to be confusion around how many curtains I needed. I leaned to her to help me figure that out and when I got home, I noticed that I was missing 1 curtain from a set of two and then come to realize that I didn’t even need that one. Luckily I was able to bring it back to the store the next day ( was a pain because I don’t live close to a west elm) and had explained my situation. And without a question (I forgot her name but she was an asian women) she was happy to refund that item as it wasn’t my mistake even though it was apparently final sale. She also told me that it was cost $25 for items shipped to the so tore for me to pick up.... when Miranda told me that it would be free. See the inconsistency? Aside from that I think west elm needs to step up on its shipping policies. Why do customers have to pay for store shipping of items that...