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March 2024 by Albert
Cool place. Better prices and selection than expected, especially during sales. Stuff is great.
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January 2024 by Yvonne
I ordered more than 15K furniture from the store and was promised to have them delivered in December for items that are in stock. I lived in an empty house for 2 weeks and no one ever contacted me as promised. I called the store several times and they couldn't solve the issue on the spot and said they will call me by the end of the day several times but it never happened.I have to call the online service myself many times even though I ordered all my furniture in store with a designer. After several attempts, I finally received an email confirmation.We will have an empty house with my daughter's birthday and hopefully they will deliver at the date I finally got.
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January 2024 by Kubra Cilingir Eris
The people are great, friendly and helpful in the store. I like their designs and furnitures as well
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December 2023 by Stef M.
We ordered 2 desks and 2 storage shelving units from West Elm. The delivery was delayed and we had no notifications. Upon many calls to customer service I was unable to get solid answers, a different story each time. I waiting over 2 hours to speak with a supervisor, don't waste your time their manner and professionalism were worse than the service rep who answered the phone. The supervisor was supposed to get back to me regarding the estimate and items missing and they never responded back. forward we received a delivery date and confirmed the date. My husband drove 3 hours to get to the home we were sending the item too. He had to get a hotel room due to the late delivery window of 2 to 430 pm at 5 pm when nobody showed he called in only to be told they had cancelled due to a missing item still. They never contacted or informed us that the delivery was cancelled. Was the last straw. I called and asked to be refunded. I was told it was cancelled and should receive credit 3 to 5 business days. They were unable to provide any confirmation number or email confirming so I am waiting to see if I actually get the refund. Hopefully I will not have to chase this down but I am no hopeful they will get it right the first time based on my experience. I would absolutely no recommend doing business with this company.
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November 2023 by Maya C.
Purchased a 24" Capiz zigzag chandelier. There was a problem with the first one so they sent another one. All of the hardware is missing from the replacement. Customer service basically told me it was past 30 days so it was my problem not theirs. It is just one in a long line of issues we has furnishing our new home with pieces from WE. Terrible customer service, terrible follow up, terrible follow through, broken items, missing items, delivery delays. No longer a fan. Shop elsewhere would be my advice!
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November 2023 by Anna S
Awful products quality, awful customer support. I am very frustrated with the quality of their products. I ordered the rugs from them more than a year ago. Two expensive rugs called “hand loomed shine rugs". It is written in description of these rugs that shedding is expected for 3-6 months and then will diminish. I vacuum it 2 times a week as recommended (different directions, very thoroughly etc) for more than a year already. However, the shedding hasn't been diminished. At all. It sheds the same level as it was shedding a year ago when we bought it. No improvements at all. It sheds like crazy. These 2 rugs are in my daughters room. She even depeloped the severe allergy because of these rugs that shed contstantly. I owned many wool rugs in my life and I know that shedding is expected, but none of then shed as those ones. How comes that Westelm sells such low quality products. Seems they do not have quality control department at all. Even Ikea products (that are much cheaper) are of much better quality. How comes that they declare on the website that the shedding will diminish, but it never does. They publish fake information on their website. It is also impossible to leave reviews on products on their website to let other people know about low quality and disrespect. I understand now why they do not have reviews option: their products are of such a low quality, so that they do not want people to share their experience. The only thing I can do now is to throw these rugs to trash and thus throw almost 2000$ to trash that I spent on these expensive rugs. I contacted them several times regarding this issue, they said that they will forward this information to their management and they will contact me. They never contacted me back.
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November 2023 by Grace O.
I cancelled an order over a month ago and never got my refund. They want me to dispute with my credit card company. I had another order that was has a ship date for 6 months out. That is unacceptable. Their prices are high but service is poor.
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November 2023 by Vijaya B.
Worst customer service esp delivery service from West elm/ William Sonoma. The truck driver/delivery guy has entered the house without out permission.
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November 2023 by Anna S.
Awful products quality, awful customer support. I am very frustrated with the quality of their products. I ordered the rugs from them more than a year ago. Two expensive rugs called "hand loomed shine rugs". It is written in description of these rugs that shedding is expected for 3-6 months and then will diminish. I vacuum it 2 times a week as recommended (different directions, very thoroughly etc) for more than a year already. However, the shedding hasn't been diminished. At all. It sheds the same level as it was shedding a year ago when we bought it. No improvements at all. It sheds like crazy. These 2 rugs are in my daughters room. She even depeloped the severe allergy because of these rugs that shed contstantly. I owned many wool rugs in my life and I know that shedding is expected, but none of then shed as those ones. How comes that Westelm sells such low quality products. Seems they do not have quality control department at all. Even Ikea products (that are much cheaper) are of much better quality. How comes that they declare on the website that the shedding will diminish, but it never does. They publish fake information on their website. It is also impossible to leave reviews on products on their website to let other people know about low quality and disrespect. I understand now why they do not have reviews option: their products are of such a low quality, so that they do not want people to share their experience. The only thing I can do now is to throw these rugs to trash and thus throw almost 2000$ to trash that I spent on these expensive rugs. I contacted them several times regarding this issue, they said that they will forward this information to their management and they will contact me. They never contacted me back.
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October 2023 by emily mcewen
Absolutely awful. We ordered a couch from the store in Jan, it arrived in April with mismatched cushions. We were told specifically to order with the designers in the store as they would be ableto help if there were any issues. Three replacement sets were sent to us and all were incorrect matches. Called store manager who never bothered to call back. Calle dispatch center who each time tells me they will arrive in a few months. 6 months later we still have mismatched cushions and no answers. Terrible service. Spend the extra money and go elsewhere.
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September 2023 by Michele K
I purchased the **** Bathroom Faucet, Antique Brass (Item #*******) for $649 in April 2022. It was stored in my spare bedroom until it was installed during my bathroom remodel on 2/10/23. Within a few short months, the faucet was showing water spots. By September 2023, the finish was full of water spots, and the entire faucet (head and handles) was corroding. When I attempted to remove the water spots with gentle soap, warm water, and a washcloth, the finish was wiping off! I called West Elm **************** and was put on hold several times for ***** minutes each time. I was told that there was nothing they could do because it was outside of the 1-year window (even though it wasn't used until February 2023). After explaining that a $700 faucet should not corrode, stain, and lose its finish that quickly, the customer rep. said he would try to get an \
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September 2023 by Carolyn P.
Do not shop at West Elm. I placed an order for a rug. I cancelled the order 6 days before the delivery date. I was charged $279 for a delivery fee for a rug that was never delivered. Crazy Plus any place else will just deliver the rug via ups or fedex but West Elm forces white glove and then charges for it even when the order is cancelled. Terrible customer service. Never buying here again
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September 2023 by Tanuka B
Love this shop on University Ave, been there many times. The service is great and like all West Elm shops the layout and furniture is so great.
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September 2023 by B. R.
I am glad to read in the review that it was not just us!We bought a (relatively expensive) recliner whose reclining device broke after just 2 years (we don't sit in it every day).When we called customer service they directed us to an outside company they said fixes their furniture (called The Furniture Medics). Well, it turns out those guys don't fix recliners! Ha! ha! We called back and Customer Service did not take any responsibility and could not help us find someone to fix the chair.DO NOT BUY FURNITURE AT WEST ELM! I NEVER WILL AGAIN.
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August 2023 by Linlin Zhong
Very mess management. Wr scheduled in-house appointment. The first time, says they can't make it last time through email. The 2nd time, they don't show up without any notification. It is a waste of time. SO I CHANGED ANOTHER STORE. if I could zero star, definitely they will get it.