west elm — Local services in Virginia Beach

I wish it were possible to give a store 0 stars. Initially, everything was great. The store has an awesome selection of furniture and décor items, most of which have to be ordered from the warehouse and delivered to the store for pickup or to your home with white glove service. This is true for a sofa I purchased, and a lamp. The lamp arrived no problem and I have no complaints about that. However, the sectional sofa came in two different pieces and was missing the bracket to hold the chaise to the main sofa. Also, the sofa and chaise appeared to be made out of two different types of fabric, resulting in two different colors. We called customer service and asked for the sofa to be removed and new one delivered as the quality simply did not match the amount paid for the sofa. We were told we would receive a call when the new sofa would be ready for delivery, which was expected to be about 10 days. We never received a call. We called customer service again, and was told the same thing. Again, I never received a call from them. After calling again we were offered a discount and I was told the new sofa would be on its way and we would receive a call when it would be ready for delivery. We never received that call. Talked to customer service again and I was offered another discount but I said at this point I just want the sofa removed and I would like a full refund. We agreed on a discount but I’m still waiting for the new sofa to be delivered. I don’t understand how this is that complicated. All furniture from this store has to be delivered from a warehouse to the home, but this process has taken over two months with absolutely no contact from the warehouse or customer service to me. Each time I have to call to receive a response. Despite my love for their products, I will not be ordering from West Elm again. I fully expect the next sofa to have the same issue with the fabric that I have now, and that’s assuming that the new sofa is ever delivered. I want to be clear that this is no fault of the staff at the VA beach store. They were consistently helpful and the store itself was great. I cannot support West Elm as a company with such unreliable service and products.

Update: they called and said delivery will be in one week. Will update with results.

Delivery was scheduled for today, and it's already been delayed by 2 hours. Will update if...

The sales people in the store are lovely and pleasant and wonderful to work with. The experience changes after you’ve actually placed an order. We ordered a table in the middle of October so that it would be here by Thanksgiving. The delivery date was between October 30th and November 13th. We heard absolutely nothing from the company about the table, no updates, no contact, radio silence. When I called to check on progress on November 3rd, I was reassured that it would definitely be here by the 13th and someone would be in touch within 2 business days. When I called on November 14th to check on it, I was bounced back and forth between customer service and the delivery warehouse and an hour later, no one knew where my table was or when it was going to show up but they would be in touch within 2 business days. When I called again on the 17th, two and a half hours of bouncing between customer service members resulted in the same information - they don’t know where my table is, or when it’s going to show up. Frustrated, I asked what happens if I cancel the order and was told they would refund the cost of the table, but not the cost of delivery and not to worry because someone would be in touch within two business days. Here we are on the 22nd and a phone call to customer service has resulted in the same information; they don’t know where my table is, or when it’s going to show up, despite the fact that their website says it’s in stock and ready to deliver. This time, they’re going to call me back today, but I don’t have...

I almost never write reviews online but my experience with West Elm has been so terrible- I feel compelled to write this review. I ordered 2 different dining tables from them (both were delivered broken and each time I had to wait 6-8 weeks to receive a broken table). It has been three months now and I am still without a dining. Their customer service is terrible. When I spoke with their supervisor today- she absolutely did not care and kept saying they can not do anything when items are broken during shipping. They perform absolutely zero quality check before delivery. After receiving broken table twice- now she is offering to have "someone check the item before they deliver it"- shouldn't that be part of regular process? They absolutely don't care about inconvenience to customers when they send broken items.

The two tables I had ordered were: Anton Solid Wood Dining table and bench (Table arrived broken and Bench was damaged) 2.Silhouette Pedestal Round Dining Table - White Marble/Antique Brass (Marble top was broken)

I strongly recommend not buying from West Elm. There are lots of luxury/custom furniture stores that have better customer service and better record in delivering furniture that is not broken!! That is not much to ask for when you pay for...