west elm — Local services in Scottsdale

Today we were seriously disrespected and mistreated by the employee who might be James/John at this west elm store located in Scottsdale quarters.

We’ve been dealing with this store issue since February. We ordered over $16,000 worth of furniture from here. When we ordered those items, we already told the salesperson named Taylor that since we had already moved in, we needed the furniture to be delivered no later than early March, and Taylor promised us we would receive everything as soon as possible. We were trying to reach out to Taylor but she was having days off at that period.

So we went back to the store in March, and another salesperson named Martin helped us to process a refund for the two benches and one King size Mattress,(They said the three kitchen stools and one Queen bed frame are eligible for a refund since they’re made to order which we never got told when we ordered them, that’s another story) , Martin promised us we will receive the refund check within 14 days, and Martin provided an email saying we should be receiving the check by March 29. However, today, which is April 3rd, marked the 14th business day, and we still haven’t received the check so we decided to visit the store again to find out what’s going on.

Today, 4/3/2023, around 2 pm, we stepped into the store and two caucasian employees saw us and did not greet us. Then this caucasian male who said his name was John(we strongly doubt he might be the store manager James he just gave us a fake name) who appeared to be 50-60 years old with a bald head asked what we were doing there, with an indifferent attitude. We asked him politely if we were looking for Martin or Taylor, and he went into the room behind the cashier. About 5 minutes later, he went out with a really bad attitude, he told us he is not going to go through anything at this time, and we were trying to explain the situation politely and gently, but John/James just kept talking and talking and cutting our sentences. Also, the way he talks is very rude and aggressive, and he kept saying he was done with us and will not take any action to help us, mind you my husband and I are Chinese so English is not our first language, at this moment, we feel deeply disrespected and insulted, I realized that John/James is using his native speaker power to force us to shut up and stop to protect our rights. I was shocked and I asked if he was the store manager and he said “no, of course not”, which he later admitted he was actually some associate manager. Then I proceeded with “ Then why are you talking to us, why can’t we talk to Martin or Taylor? The way you talk to us is very rude and this made us feel sick.” Then this guy had the audacity to say “ you can file a complaint whatever” then I told him I feel like he is being racist since we were being very polite and respectful, and there is no need to treat customers like this. He then said half of his family are Korean, blah blah blah, which was irrelevant and could not be proof that he is not racist when he is certainly acting weird. Then we told him, if anyone disrespects us like this we will seek legal help, and he said go ahead while saying using a disgusting attitude.

We feel shocked and disgusted about what happened at this store today and we need a sincere apology from John/James and west elm and get our issue problems...

We recently purchased a canopy bed and two night stands from this location. We wanted to order some bedding for it so I called yesterday to order over phone and Charlene was very nice and helpful. I purchased a king duvet cover, 2 king shams, and a decorative pillow. I noticed the next morning that I was charged 2 times. I dont know if it was the employee or their system that caused the error so I went into with no blame or anger. I know mistakes happen, its all good. So I called this morning to explain the situation and the employee told me to email him the confirmation email i got for the correct amount and i said i could send a screen shot of my bank account being charged twice. I sent it and 3 hours later called back to get an update. A different employee said he was working on it. I said ok and if there could be a receipt waiting for us when we come to pick up nightstands later, she said ok. My boyfriend gets there and the mananger named Christine says I have to call customer service or she can but was very rude and didnt listen to me. She told my boyfriend ok we will credit you the 17 dollars. He said no she was charged twice. I spoke to her on phone when he was there and she was very rude to him and I. We have spent a lot of money here and simple good customer service attitude would be expected. We will never purchase from here again. We will go back to Crate and Barrel. We wanted to give West Elm a try and we did and so far we are not impressed with the poor service and help we have received. Charlene is great! The manager needs to train her employees to be more patient when listening to customers issues so they know how to help the customer and do it in a professional and polite manner. And...

I was here today, serious about buying table and chairs - knew what I wanted. I sat at the table trying to figure out what was included in the special they have for ready to ship items 10% off. I waited for almost 30minutes before I asked an associate for help. The associate who I asked for help was clearly not in a good mood and rude. told me the sign that is for ready to ship items is for accessories not for furniture. I asked for samples of fabric and he was extremely rushed and not happy to be helping me.

I found a different associate who was uneducated about current inventory. I found a chair on the floor I liked better than what I originally had in mind, she told me on the website it came in a set of 2 (which it doesn't). I myself had to price the items I wanted on the website. Neither associate offered to help me do that.

By the time I settled on the chairs to go with my table, I found out the chairs are not in stock and I can't purchase them. I couldn't purchase the floor models either.

Found it strange I spent time with associates, moving chairs around the store to see how they looked with the table only to find out I can't purchase them.

I was so turned off by this experience I will not be spending 3000 for my dining room set here.

the associates were un educated on the products and inventory, and seemed like they didn't care to...