west elm — Local services in Upper Merion Township

Utterly disappointed by the service. I had ordered a glass top dining table in 1st week of November. Initial estimated delivery date was 3rd December, first time, delivery folks came to deliver dining table without glass top. I sent them back saying I want the whole delivery as it looks so odd to have dining table without the top. Now the estimated delivery date was changed to December 23rd since glass top was not available at the delivery center. Fast forward, I called the customer service on december 20th to confirm if they will be able to deliver the table on 23rd. I got some lame answers around estimated delivery dates. After lot of struggle and argument, they finally replaced my glass top and scheduled delivery for 27th for the entire dining table including glass top. Today 27th december, the delivery truck is out again to deliver my table without the glass top and upon calling delivery team, they confirmed the glass top is available but not in the delivery truck. Initially gave me a date for 2nd jan for delivering everything together. after I got angry, they changed the date to 30th December. There is no point of me being angry on the delivery folks, they are just doing their job,but if west elm maintains the professionalism and SETS THE RIGHT EXPECTATION WHEN CUSTOMER IS BUYING THE PRODUCT, then we as customers don’t have to struggle so much for the product we payed for. I could have bought the table somewhere else if the delivery involved this much hassle. West elm got to address their issues promptly. Now I am waiting for my product to arrive on...

I have worked in the luxury customer service industry for close to 20 years and I am extremely disappointed with the lack of attention and follow up I received specifically from this location. I am a cardholder of the stores in house credit card. I have had difficulty claiming and applying rewards to my purchase. I have reached out to receive follow up from the stores regional and upper management team on multiple occasions with no success. I was declined the opportunity to make a purchase of an item at the listed price.I was told that I would receive a delivery in March which still has not arrived. I have received no updates or follow up from the the store on this purchase which occurred in January. I committed to purchasing my bedroom furniture at West Elm over the holidays. For that reason I planned and obtained a line of credit. My experience has been substantially below my expectations and my patience has expired. The staff and managers should be ashamed. I have worked at a competitor in management and I can confidently say that the level of service there far exceeds that of West Elm. I hope someone takes the time to read and react to this review and actually follow up. My name is Jason Smith. I have an open undelivered order from King of Prussia. Please reach out to discuss. I have been extremely polite. But do not confuse my disposition with my level of satisfaction or patience as it grows thin. Future feedback will not be so polite and professional if I don't receive...

While the sales people are extremely nice, the manager, Bryana Oliphant, is extremely incompetent and refused to respond to any emails or calls requesting information about the state of a refund. She might respond to this saying the contrary, but I swear to god, I have not heard a single communication from her, and I've given them my number countless times.

They attempted to deliver a bed, which didn’t fit, so they took it back. After multiple calls, Bryana Oliphant, the manager, sent me some replacement options by email. I emailed back - extremely courteously - that we didn’t like the replacements so we’d like a refund. No response. Once every few days, I’d follow back up requesting a response, in a very polite manner. No response.

3 weeks later and 8 (yes, 8!!!) unanswered emails later, including 5 calls to the store — where the assistant always said Bryana would call me back, but she never did — I called customer service to get it resolved with them. Customer service was nice but beyond confused as well.

It's been 3+ calls to customer service and the issue is still not resolved. They keep pushing the issue to someone else.

In sum, hours and hours and hours have been spent on this and nobody knew what they were doing and the store refuses to follow up with me, while holding onto our money. Still...