west elm — Local services in Southlake

I ordered the harmony sectional couch on 10/30/23 and was told that because it’s a custom order, I would not receive the couch until the end of December 2023. The end of December rolls around and still no couch. I had been checking the tracking app nearly every day and noticed the new arrival date was going to be no later than 1/15/24. I figured it was the holidays and knew this was a custom order so I gave them the benefit of the doubt. January 15th rolls around and still no couch. The tracking app now showed two of the three sections were in, but that the third piece had been returned. I called customer service to find out why. They said the piece had arrived damaged so they had to send it back and the vendor would have to start over, but that they could deliver me the two sections they did have in. With this, the new estimated time frame for the 3rd section was 1/30/24-2/19/24. I called a couple of times during this time frame to ensure things were still on track. Everyone I spoke to assured me the 3rd piece was being remade and was in production and that it would be in no later than 2/19 so that we could schedule the white glove delivery service. 2/19 rolls around and I call customer service. They said not only had the 3rd piece not arrived, but they didn’t even know what the status was of it. I worked my way up to speak to a couple of different supervisors. They assured me they’d call me back with an update once they spoke to the vendor. Not only did they not call me back, but I noticed the tracking app now showed a new arrival date of 3/25/24-4/15/24. How many times is this going to happen???? Not only is it delayed AGAIN, but you have to call into West Elm Customer Service and do your own detective work to try to figure out what is going on. Not once have I been contacted by them or received communication that I did not initiate. No one has been helpful and I have received no resolution. I want the rest of my couch that I paid $7k for UPFRONT. You had no problem taking my money and then having me wait 6+ months to receive the couch. Someone needs to reach out to me with an immediate resolution. Otherwise, I will continue to leave truthful reviews about my experience with West Elm and I will never buy anything from this company ever again and I will tell absolutely everyone I know. This is ridiculous. WORST...

Sofa ordered on 1/28/2024. I was told ny West Elm it would arrive around April or so. Sofa did not arrive until 6/25/2024.

My credit card was charged in the amount of $2357.69 when order was placed. I assumed this was a pre-authorization charge, and would drop off once the sofa shipped. No one told me otherwise, therefore, my card accrued interest for 5 months before sofa was shipped. Had I been informed of this, I would not have placed the order. Here is the link to Mastercard explaining what surcharges are allowed, and West Elm clearly violated them. https://www.mastercard.us/en-us/business/overview/support/merchant-surcharge-rules.html

I called West Elm customer service about 1 month after ordering. requesting to cancel order, but was told I could not because the vendor showed “preparing to ship”. This was an auto-generated response from the vendor. This status was shown for 6 months. West Elm customer service denied my request.

Color of sofa is nowhere near what is shown online for Vegan Snow. It is a bright white compared to what is shown online.

The quality of the sofa just isn’t going to work. It is very slippery and any time there is movement, the cushions slide out of place. There were no Vegan leather sofas in any of the showrooms in the DFW area to try out. Had there been, I wouldn’t be experiencing this problem.

As soon as I realized the West Elm sofa was unacceptable I placed an order with a different vendor for a leather sofa, which I am now in possession of. so a replacement or gift card wouldn’t solve the issue. The West Elm sofa is sitting in my house, unused and exactly as it was when delivered.

After daily attempts to get this escalated, each time I was told someone would be in touch within 48 hours. No one ever got in touch. The attempts to reach someone started 6/27 and ended 7/11. They achieved their goal, and the little man is out.

West Elm's parent company is Williams Sonoma, a multi billion dollar corporation, and a master at "ghosting" the consumer after they've got your money.

Read as many as reviews as you can before doing business with West Elm. TRY to find some good ones!...

If I could give your company a zero for this experience I would. I have purchased other items from west elm before and they have been nice but I just had the most frustrating customer service experience. I purchased a couch back in December which looked great online, however the bolster cushions and one of the back cushions were noticeably less stuffed when delivered. I asked to get a replacement. At first I was told I could get a partial replacement for the cushions. The second time I called to get an updated status I was told I could actually replace the whole couch. I thought wow, that's good but only to get a phone call a week later from the same associate saying he made a mistake and could only do a partial replacement. I said that's fine. I never got a follow up email mind you. I saw an email that "canceled" the order for a couch about 5 days later after I called to get another status update. When I called that time they said looks like the notes show you can get a partial replacement. You should get an email in 7-10 days stating the details and a call when this gets shipped out to you. I never got an email so I call again today only to find out a week ago marketing leadership said I can't get a replacement AT ALL b/c it's a leather couch. My question is why did 4 different agents tell me something different? Why does a customer have to jump through hoops to actually get some updates or information about a product?

You need better trained employees and if they can't answer the question then put the customer on with management. This was an absolute waste of my time. I now spent thousands of dollars on a product and it doesn't even meet standards for what it should be when coming out for delivery.

Customer service- you need to better educate your employees or do an overhaul on who you have there. West Elm- you need a better policy to cover leather items in general that should be done through the manufacturer, not at an additional cost. I have bought a lot of furniture in my home and this is by far one of the worst customer service experiences I've had. You just lost a customer for future...