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November 2023 by K J.
Ordered the Needle Pine Wreath in gold, $99 on sale for 40% OFF. It arrived 6 days later and what a disappointment! It doesn't look anything like the online image. Color options were white or gold with the gold looking rather dark on my large Mac desktop screen. The box I rec'd is marked "champagne" (not one of the color options) and the wreath rained glitter all over the floor when it was opened. It looks like something from a dollar store. Sending it back.
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November 2023 by Ron
Disappointed with the customer support involving a return and was told that I was being impatient that purchases can get processed, credit card charged and immediately get an email but I should just eventually expect an email stating that I got refunded. Really didn't like the attitude.
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November 2023 by Louis L.
We ordered furniture over three months ago for my mom's house which was destroyed in a hurricane last fall, and despite the fact that we paid over the the threshold amount for a split delivery and 80% of the furniture is in the warehouse, West Elm REFUSES to allow a split delivery so that we have furniture in time for Thanksgiving--the first time we will be returning to the house as a family since the hurricane. This is despite the fact that West Elm know that my father (and mom's husband) died three weeks ago in a biking accident. West Elm would prefer that our grieving family has no furniture for thanksgiving than raise a single finger to help. West Elm is a HEARTLESS corporation. They do not care at all about their consumers. We qualify for a split delivery, and yet they refuse. They are literally the worst organization I have ever dealt with. I have called every day now for over two weeks and they refuse. I literally can't believe what a heartless corporation they are. Please never buy from them ever again.
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November 2023 by Tatiana
I am completely disappointed with the quality of this furniture store. I've had the sofa I bought for a year now, and it's falling apart. This sofa cost $3,000, but it doesn't have the quality of a $3,000 sofa. In reality, it was the worst $3,000 I've ever spent in my life, and I regret not buying a sofa at Ikea that had the same features as the one I bought at West Elm because I thought that buying at West Elm would mean getting something of much better quality, and it really wasn't. I was surprised to find that this sofa has the quality of a cheap one. I advise you not to shop at this store if you don't want to waste your money and also your time because the wait for orders is very long. Here are my photos to show you how the seams' edges are completely coming apart, and this happened after 4 months of purchasing the sofa. I've had it for a year now, and the edges are still coming apart. I've repaired some, but it keeps breaking.
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November 2023 by Amy D.
Do not use west elm. I orded 2 sofas with a six week delivery date. It took 3 months of aggravation. They kept changing delivery date and charged my credit card out of the blue, which I had to contest. So now I had to deal with west elm and my credit card. They didn't even cooperate with the very last step of an insurance certificate for my apartment building. Agony from my very first step in the door.
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October 2023 by Meghan R.
Wow, wish I had read some of these reviews before buying a bunch or furniture. I had a pretty simple issue with their rewards program and the lack of transparency and documentation in their policy. Really could gave been and easy resolution and I would be a satisfied customer, but they own it. 2.5 hours later, no resolution, no customer service what so ever, and one manager finally offer a discount on the $6k order I else, for my trouble. And what did they send, a $25 coupon on my FUTURE purchase. Not sure there will be a future purchase, West Elm. I expected a little more, but wow, what a huge disappointment. Wish I'd just gone to Ikea, at least they've got customer service figured out.
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September 2023 by Nathalie G.
I absolutely love our super talented designer Silema. She has designed and recommended furniture and accessories for all the rooms in our house and it now looks like a dream house. We get compliments all the time that our house looks like it came out of a magazine. The furniture and accessories are beautiful and very high quality.
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September 2023 by Arif Johari
My experience with West Elm has been nothing short of a nightmare. After investing thousands of dollars into their products over the past three years, I expected a certain level of customer service and reliability. Unfortunately, West Elm has proven to be an utterly unreliable and untrustworthy company.I ordered a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but what followed was months of endless waiting and frustration. They claimed the sofa was unavailable, even though it was still listed for purchase online.Endless phone calls and wasted hours later, they canceled my replacement order on August 17th without explanation. This is not how you treat loyal customers who have spent over $10,000 on your products. West Elm's complete disregard for customer satisfaction and their inability to fulfill their promises is inexcusable.I urge anyone considering buying from West Elm to think twice. They have shown that they have no respect for their customers' time or loyalty.
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September 2023 by Mike Hastings
My wife and I purchased two medicine cabinets in March of this year, and one of their mirrors randomly cracked in September. I explained the situtation to customer service representative named Jill, and she said the could not do anything about faulty products outside the 90 day return window. This struck me as very unfair, and I politely asked her for options on how to elevate my request for a replacement or refund. She sounded frustrated while she offered for her supervisor to call me back to discuss options, and I agreed. I asked for her supervisor's name, but she promptly hung up on me. I still haven't received a call. This was a very frustrating customer service experience, and combined with also being required to pay for in-store pick up, I'm not inclined to buy from them again.
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September 2023 by Noemi Walzebuck
We had a pretty negative experience with this store. Came in to buy a dining table and were met with inexperienced sales people who weren't familiar with the stock, colors, etc. When it did come time to choose we were pushed into buying a table that we were promised would arrive within 1-2 weeks. Three months later, we still don't have a table since it turned out to be on backorder. When it was finally supposed to be delivered today, the base was missing. It's unclear when we'll receive it. Last time we shop with West Elm.
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September 2023 by Arif J.
My experience with West Elm has been nothing short of a disaster. I placed an order for a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. The wait alone was excruciating, but what followed was even worse.Upon delivery, I discovered a tear on the sofa, and West Elm agreed to exchange it. Months dragged on with no updates, and when I finally reached out for an explanation, I was told the sofa I ordered was no longer available - despite it still being offered online. How convenient!Hours of my precious time were wasted on the phone with their customer service, only to have my replacement order abruptly canceled on August 17th. This level of incompetence and disregard for customer loyalty is astonishing.Let it be known that I've spent over $10,000 at West Elm in the past three years, but it seems they couldn't care less about retaining a loyal customer. West Elm's shoddy service and lack of accountability have left me infuriated and without a sofa. Avoid this company at all costs; they're more interested in profits than customer satisfaction.
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August 2023 by Grace T.
2 / 2I recently visited the West Elm store at Bay Street Emeryville and had a mixed experience. While the store itself had some appealing aspects, there were a few notable drawbacks that affected my overall impression.Firstly, I was disappointed by the garage and parking structure. The area seems to have a history of break-ins, which made me feel uneasy about leaving my vehicle there. It's crucial for any store to prioritize the safety and security of their customers, and this is an area where West Elm could definitely improve.In terms of product selection, I found that the store had a limited range of options. I was hoping to explore a variety of items, but it felt like the choices were somewhat limited. This was a bit disappointing, as I had higher expectations for a store like West Elm to offer a wider selection of stylish and contemporary home goods.On the positive side, the store itself was well-organized and had a pleasant atmosphere. The staff members I interacted with were friendly and willing to assist when needed. The layout of the store made it relatively easy to navigate and find what I was looking for.In conclusion, my visit to West Elm in Bay Street Emeryville was okay, but it definitely had its shortcomings. The security concerns in the parking area and the limited product options were notable downsides. However, the store's ambiance and the helpfulness of the staff did contribute to a somewhat positive experience. I would recommend this store for those seeking specific items and who are willing to overlook its shortcomings.
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August 2023 by Mosay
EXCELLENT customer service! I cannot say enough good things about Richard. There was a mix-up from another West Elm location that resulted in my rug being shipped to the wrong location. We were working against a deadline for a project and needed the rug ASAP. Upon hearing this, Richard went above and beyond in helping me find an exact replacement rug by the next day. He really saved the day and turned around what could have been a very disappointing experience. To top it all off, he’s extremely personable, professional, and thoughtful - he sets the bar high! I will do all of my future business at this location because of Richard!
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August 2023 by E L
Future customers, DO NOT purchase items at West Elm that you can not take with from the store to save you some agony.I purchased patio heaters on 6/29 with estimated delivery between 7/5 and 7/19, in time for my outdoor party. As of today 7/21, on their website, delivering status is still "Preparing to Ship". It has been 4 weeks. In addition, estimated delivery is pushed 2 weeks to 7/19 - 8/1.Went to West Elm store to cancel the purchase (because I made my purchase there), sales associate says we have to contact customer service. Customer Service says its in Fullfilment Dept, she cannot cancel the purchase. We can return the merchandise after it is delivered but shipping/handling will not be refunded.We wanted to cancel the purchase due to West Elm's substantial delay. Why they could not cancel? The services at West Elm is totally not acceptable.
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August 2023 by N NC
Wish I had listened to all of the other reviews about delivery delays and awful customer service. Paid for a couch in January, expected delivery in March. August and still no sign of the order. It's been "shipped" three times, each time it's just lost or destroyed. At this point I think it's just a scam. Avoid at all cost, I cannot overstate how deeply I regret getting involved here.
