west elm — Local services in West Palm Beach

Delays, delivery cancellations, and unable to refund 90% of the $5K order for months.

Original order beginning of Sept. 2022 with a delivery in September. This was for five items with a retail value of around $5K. Shortly after placing my order delays appeared when I tracked my order with the link provided. However, they never called or emailed me about a delay. Eventually I had an email with options for some dates delivery and I selected the 24th of October. I then received an email to deliver and confirm a two-hour window in the afternoon and another email one day prior and the day of delivery. I looked at the email for the day of delivery and clicked on a link to track the shipment, which immediately displayed that my order was canceled. I then called the number provided on the response that informed me that the delivery was canceled and that I had to reschedule. I spoke with a representative and they told me that they did not have any of the items and that it appeared that they would ship in another month. I then called customer service and talked to someone who transferred me to the furniture department. This person informed me that he could set up a delivery date in less than a week. On 11/03 2022 I received a phone call stating that my delivery for this Friday is only for one desk and that all of the other items are not in stock for delivery. This is odd as the desk was supposedly the only item that delayed the shipment from being delivered in September. On the day scheduled for the delivery set again they called and cancelled the delivery as only one item was in stock and they need all of them in stock to initiate a delivery. On 11/04/2022, I called West Elm customer service and tried to cancel due to all of the delays, wasting my time on delivery days set and phone calls but I could only cancel one item. The rest have to supposedly show up at the final warehouse to initiate a refund...

I got a delivery of a fully upholstered chair and ottoman one month ago. Both pieces were shaky upon delivery as if both of the pieces had one of the legs shorter than the other three. The delivery company looked at it and said that they cant fix it but they noted the delivery slip and someone will contact me within a few days to have service come to the house to fix it I contacted West Elm B2B three times as this order was placed by my decorator and each time was promised that I will get an email to within 24-48 hours to schedule an appointment. That never happened either. I contacted Customer service two more times and these times they connected me to the Furniture Doctor Scheduling Dept and each time I was promised that someone will call me with 24-48 to schedule service. Of course this never happened either. So after five phone calls and tons of wasted time My chair and ottoman are still limping. I will call them ONE MORE TIME right after New Years and If I don't get a service date I will call my credit card company and file a dispute. I ordered lots of furniture in the last 4 years and we refurnished our entire house I NEVER HAD SUCH...

Horrible experience. I placed an order for a bedroom bed back in May 2022. They said it will take few months for the custom manufacturing, which was fine and they said the delivery will be early August. When I called, they said it will be by the end of August. Then in September they kept postponing but they were never reaching out first. I had to chase them, I called 5 times and always getting different answers. I cannot say that the customer service people were rude or bad but they were just surprised with the situation and truing to make me feel better. The bed was finally delivered early December but it had stains, uneven cuts and broken parts. If the company pride themselves for high quality, this should not be happening. Then we had to wait again for a new production of these damaged parts. We are here in March and I still don't have my bed completely. Their prices are high and the quality is low, this is very disappointing and will definitely not purchase furniture at this...