west elm — Local services in West Windsor

Please avoid purchasing multiple items from West Elm at all costs unless you don’t need the items for 4-5 months. I wish I did my homework and evaluated the reviews prior to purchasing about 19k worth of furniture for my new home. Order was made at the store on May 25th and I was informed that I was qualified for a split shipping which means they will deliver the order in 2 separate deliveries for $279. We estimated the first shipment would be received around mid-July and the second late September. It’s been 2 months and none of the items are ready to be delivered or at their warehouse to be shipped. We ordered more than half of these items (especially ones we would need sooner like bed frame, dining table, tv stand, rug, etc) because the sales associate confirmed that they are available to be delivered by mid-July. We understand some of the costume orders would take longer but no items are ready to be shipped for delivery to date. And please be aware and ask about the “UPS items” if you are making a purchase. A nightstand and padding for rug have arrived 2 weeks after the order was placed because they are “UPS items” which is delivered by UPS. And of course I was charged about $200 for shipping of those two items. According to logistics support from West Elm, I should have reached out to them to combine the UPS items into the split shipping. I was never informed on which items were UPS items. How are customers supposed to know this when you were never informed? I would cancel my order if I could. My house’s been empty for the last 2 months and I do not know when I can expect to receive the order. This is extremely frustrating and the logistics support team has been less than helpful. I would NEVER purchase anymore items from West Elm and would not recommend anyone else from making the same mistake. Extremely disappointed in their service and lack of transparency. They DO NOT deserve...

I completely agree with below comments on customer service experience. I ordered a console table and cancelled it within a day, because I found another one somewhere else.

1.) I didn’t get a cancellation email

2.) When I followed up with customer service, I was told I had to wait until the furniture got to the dock - which would be on February 17th - but got absolutely no confirmation that I would get a refund

3.) I received no call on February 17th to to schedule the delivery (which is also when I was told I could cancel - ie. when I got the call to schedule and deliver)

3.) When February 17th rolled around, I waited a few days and followed up again - was told that I now had to wait for table to get to docking station (would arrive between February 23rd and March 9th). Again no confirmation that I would get a refund.

4.) They were told there is nothing they could do about it, and it is a unique situation, however for a unique situation they were not able to provide any confirmation. Furthermore, an acquaintance of mine also had a horrible situation with West Elm customer service.

5.) They also wrote an inaccurate note as to why I was returning - citing “Sa says don’t really know I stated that customer will lose Shipping charges tried to do a doc RT...”. lol I told them why I was returning - bc I found another one. The store had printed out a copy of notes and this is how I saw it - they couldn’t send me an email confirmation - I don’t think a paper confirmation means anything 4 months down the line.

The item I bought was not a small amount, and I would only buy again from them if I was buying in store (no delivery involved). Customer service with a smile is NOT the only ingredient to GOOD/GREAT...

Hi Guys - Just to share with you a real life real time experience with West Elm . It may take few mins to read but I just wanted to let you know the scene behind the ' white Glove ' treatment given by Princeton store !

Plan : Furniture design and order placement was done on 29th May 2023 , delivery was scheduled for 15th July .

Actual : Nothing delivered , and the new delivery date is 27th August ,2023 . and by the way the mortgage is already On- 1 installment done and request for 2nd has come in but not sure when shall any inventory show up !!

We visited the store so that we could get some attention but nothing till now . we are ' supposedly' assigned someone from West Elm to care for our situation but no one at the extension picks the calls and neither responds by mails

Now that's what is the reality of Customer service in 2023 with West Elm !! and going by our overall observations it does not look like ours is a random case at all , as the entire value chain from order placing till payment realization sucks...