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October 2023 by Sue Black
I'd give zero stars if that was an option. Wanted to buy an ottoman off the floor since it was the color I wanted and no longer available online. The salesperson said she needed manager approval and took my name, number, and email on a unpaid hold form. She said she'd call me back. She didn't. When I called to inquire later I was placed on hold and finally hung up after 40 minutes. So that's two salespeople totally unwilling to assist or make the sale.
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August 2023 by Tom T.
Something is wrong with this company. They are taking orders and giving an estimated delivery date (which is months out). Later you get another email pushing the date even further out. Then they send an email that lets you track your order and they officially charge you for the item. Then is sits and sits. And finally when it starts moving through the system, it cannot be found. And the receiving company has no information that it was ever something they were supposed to receive. So the item is nowhere on the planet. No one will even give any kind of idea as to what might have happened. No one in upper management will answer an email. They won't say if it was ever built. They won't say if it ever made it across the ocean. They won't say if they will put any effort into tracking it or finding out what happened. The only option is to start over. Meanwhile, they have had use of your money for several months. THIS IS A SCAM!!!
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July 2023 by Dawn V.
I walked in and a sales clerk said ..."welcome in" and that's all the communication that was had even though there were two sales clerks behind the counter speaking to each other. I looked at furniture, sat on a couch and a chair. I looked at a sofa set right in front of the counter I had to scan the QR code on the tag because no-one came to assist me. I am really disappointed. I have a west Elm couch and I wanted to buy another one. But this experience turned me away.Maybe it was how I look or how I was dressed. But never judge a book by its cover!
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July 2023 by Theresa Hoban
I was shopping for a coffee table for a new condo and one caught my eye. I had difficulty getting a sales person to assist as they were working something out related to another issue and seemed annoyed by my request for assistance. There was no price tag on the table, then one of the sales persons was able to look it up for me online but I was told there were none available left in any of the stores. So I inquired about availability of the piece on the floor. She said she would have to take my name and give it to her manager who wasn’t in but who would call me. I gave her my name and phone number but I never received a call. It was a $500 table that I would have purchased on the spot but she apparently didn’t have the authority or desire to sell the table. A lost sales opportunity and the manager never followed through.
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May 2023 by Kim S.
Today I drove to Old Orchard (not near my home) because I had called to inquire about a sofa and was told that location had it on the floor. When I walked in no one spoke to me. I wandered the store twice hoping to just find the sofa and test it. I was unable to locate it. Finally a woman approached me and said she saw me sitting on sofas and did I need any assistance. I said I was looking for the Shelter Sofa as I had been told it was at their store. She asked who I spoke with and I said I called the Lincoln Park store who had just removed it from the floor as they were remodeling. They suggested I call another store (no offer to help with that) so I checked online and saw a store at Old Orchard. I spoke with a man at that location who said the sofa was there and I asked if they were remodeling their store as I didn't want to make the trek if it wasn't there. It isn't there! The woman apologized and asked who I spoke with. I told her a man and she said well he wouldn't have told me that. Right, because I made that up because I wanted nothing more than to drive to old Orchard for nothing. Seeing as this was going nowhere I wandered to the back as I wanted to revisit looking at the upholstery fabric. Two women at the computer never bothered to look up or even ask if I needed assistance. That was enough for me. I left the store. Given this experience and all of the negative reviews I am seeing, not sure I'll even be back. Too bad because there was a sofa I liked and it was a serious contender. These people only have a small window to seal a deal. They don't seem to care very much. I guess I won't care either.
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March 2023 by Holly J. Waxman
Beautiful store. As an interior designer, I regularly bring clients in and work with the in-house trade specialists who take excellent care of us. Always find great pieces & items at West Elm.
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December 2022 by Kelly D.
Had a really positive experience couch shopping today at the Vernon Hills store. A lot of couches to look at and Michelle, who helped us, was really knowledgeable, patient, and easy to work with. Not pushy either which I appreciate. Thanks, Michelle!
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December 2022 by Benjamin Duhr
Buyer beware - do NOT purchase "Haven 2-Piece Bumper Chaise Sectional" unless you are prepared to replace or fix your furniture every 3 years. We have no pets or kids and the fabric is ripping open due to lighter than what I would consider "normal" wear and tear. The last couch I owned from Macy's was nearly 30 years old, cheaper, and no issues - we were simply looking to bring our room into modern times. Save yourself some money and go elsewhere.
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December 2022 by Caroline S.
the woman working there was so rude and standoffish. Incorrect product availability that didn't match website.
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December 2022 by Linda P.
I ordered a tray from West Elm. It was too large, so I created a return label and dopped it off at the UPS store. 10 days later, I recieved a credit. They charge me 31.00 in shippin for a 62.00 purchase! I called to ask about it and the service agent told me that is the ususal price to return items. I cannot believe that I had to pay 50 percent of my item in shipping. If I had know that, I certainly would have brought it to the store. I said the same to the service agent and asked to talke to someone higher up. The lady said yes, and it would be a quick but silent hole. 20 minutes later I realized that she play me. Free shipping, but clearly anything but free returns. Watch out if you don't want to lose 50 percent of your items if you ship them back.
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August 2022 by Meagen Rose
Amanda was great and super helpful once I got through after waiting on hold for a customer service rep for 45 minutes. All in all this phone call took 1 hr and 5 minutes. This was to track down a entryway cabinet I ordered as part of a larger order that was placed on March 10th. Not only have I not received this cabinet but I was charged for it when it shipped originally 3 months ago but Ryder last mile said it was undeliverable due to the marble top being damaged. I have been given the run around by serval different people and still don’t have the cabinet and have no idea when I will receive it all the while being charged for it. I ordered a bed, two nightstands and this cabinet and every single piece has been an issue with obtaining, the delivery and quality control. I have spent well over a total of 10 hrs talking to multiple people who have promised to resolve the issue with my order and compensate me once everything is finally delivered….which honestly at this point I’m not confident will ever happen. Justin Buoni reassured me on 6/18 that he would be following up on my order and making sure the process went seamlessly from then on out. Here we are two months later and the nightmare continues. Justin has not returned an email or phone call since that day and here I am left to try and track down the rest of my order. I am BEYOND disappointed in both West Elm and Pottery Barns customer service and once I finally receive my furniture I will be cancelling my credit card and will never order another thing that has to be delivered.
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June 2022 by Amy Le
Literally just walked out the store. You should ALWAYS ask a customer if he or she needs help. Even if I walked in ten minutes before close. Knew exactly what I wanted to purchase too. There goes a big sale for you guys. I’ll take my business elsewhere.
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June 2022 by Karen N.
Stopped in at the Old Orchard store for an item I was interested in. The item was on display but it was on a very high display, so I could not really see the item. I asked one of the store workers if it was on display anywhere else in the store, he said no and did not offer an opportunity to bring it down . I did see another item I was interested in, so I went to the counter and asked if it was in stock. Another store clerk did not offer to get the item number, but instead I had to . It was not in stock, but she highly recommended I order it online from the store to support the brick and mortar business. Customer service was lacking all around and I did not end up purchasing the items as a result of it.
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April 2022 by Michael Murphy
Great staff and customer service...really steep prices though
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December 2021 by Manuel Brown
We were actually out at the mall to buy lose leaf tea and saw West Elm. What caught my attention was the mid-century furniture I could see from the window. My spouse and I stepped inside and started browsing. Georgia the sales associate was very helpful and I'm January we will sit down with here for a design consultation.I like being able to browse without being bothered. And the associates there let us browse and we were able to go to them when we had questions. A very good experience.
