west elm — Local services in Town of Eastchester

Worst sales folks, worst customer service, bad furniture quality. Bought a table and I was told it was in stock for deliverable within 5 days. Table was damaged so I refused delivery. I was told it would then take 2+ weeks for replacement. Next table was better but not anywhere near the display color.

I was interest in two chairs. Was told there was a separate delivery charge + fee + waiting time. Instead drove to NJ store which had them in stock. After 2 hours of driving, came home to find out one chair was missing screws. Called store, was told someone would call me back, no call. Was told Scarsdale store had screws so drove to Scarsdale store and back, wrong screws. Was told to pick up new assembled chair at Scarsdale store, loaded chair in car drove to Scarsdale store and back again. Did I mention I needed a table and chairs for family event? Btw Salesperson emailed me few days after I left store, before I drove to NJ, to say they'd be willing to wave delivery surcharge, so if store had chair in stock to replace missing screws chair why not offer to sell on the spot. Dealing with phone folks just as bad. They played games with delivering damaged products while holding onto your money for almost a month. Refunds take 5-7 days.

Have had bad experiences with chipped mirror and discolored side tables in the past. Purchased in store had to load back into car and drive back to return. Thought this was a fluke, but it's the norm with their furniture. Purchased dresser and night tables, all are chipping and discoloring. Cheap cheap cheap.

Store personnel are awful. Often walk away and run to pick up phone to help other customers so they can try to maximize commission. If you call they try to push for a hold deposit on furniture, so they can lock in commission should you decide to stop by to purchase.

Not enough time to describe all the bad experiences and frustration. Will never purchase any furniture from West Elm. Will gladly pay more money to keep sanity and avoid...

Worst experience happening right now. Purchased king-sized Logan bed frame which was delivered last Wednesday, 11/30. We live in a one bedroom NYC apartment, so in preparation, we got rid of our old bed frame and moved all of our other bedroom items/furniture into our living room to allow room to set up the new frame. Well, they didn't bring the correct pieces. Wait for it...so they just left this huge frame in parts and boxes all over our apartment. We have been forced to sleep on a mattress on the floor shoved between it all. To make things worse, our bedroom items/furniture remain in our living room because there is no space in the bedroom. We can't even sit on our couch! They are now saying the parts won't be available till 12/19! Called numerous times for them to help us out. They said someone would come to pick up the frame today, 12/2, but when we called to confirm a time, they said we are not even on the schedule! This is unacceptable. Now we even have to cancel our holiday party for tonight! Yes, this is a BIG emotional rant, but I am devastated. We spent too much money to receive this type of treatment. I don't know what to do, but...

UPDATE: After posting my criticism here and on FB, I received some help but that did not last very long. Despite the store manager's promise that the unauthorized $134 transaction would not be disputed with the credit card company, I learned today that the West Elm corporate office indicated that this was a verified transaction. Please do not shop at this store unless you want to end up dealing with months of back & forth over fraudulent transactions.

ORIGINAL: I have never received such poor customer service or had a retail experience go so horribly wrong that I felt it necessary to take the dramatic step of posting about it online. Unfortunately, that changed the minute I made my first purchase from the West Elm store in Scarsdale, NY. The store manager has been unable (or unwilling) to address the issues I've encountered (failure to process an $800 return & an unauthorized $134 transaction). While I love the bed I ultimately ended up with, I highly doubt I would ever purchase another item from this particular store and would strongly advise any friends, family or colleagues against patronizing...