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July 2024 by Sofia Caceres
Very bad experience. I specifically ask if all the things that I bought were in stock, and Klaudia, the person that took care of me that day, assure me that everything was there and that everything was going to be delivered by June14. The day passed, no delivery and when I called, the manager of the store started saying that there’s no delivery day, that it was estimated, that one of the tables was in back order and that I needed to wait for that table to have all delivered. She was not nice or helpful at all. When I asked for a refund she said that I have to wait till everything was at the delivery center to start with the refund. After that l, I called customer service and asked for a full refund. I didn’t have to wait so I cancelled the hole order.
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May 2024 by Jeff Lawler
Horrible customer service and in store management. We had an issue with a chair - it took 2 months to get it resolved. Went to the store and management could care less.
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May 2024 by J Weir
I recently re-done my master bedroom. I ordered a bed, dresser and nightstand from West Elm. I also ordered a rug, bedding, planter and a lamp separately. I had no issues with delivery with any of the items. Everyone arrived on time and in good condition. The delivery crew was on top of it as well. I've seen lots of bad reviews, maybe it was covid related, who knows. I had to wait for my furniture but I knew this upfront but it did arrived within the expected timeframe.
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November 2023 by Miss M
Scammers!! Do not buy. See all the negative reviews!
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September 2023 by Misses Lyrics
had a great experience in this location last week! friendly staff and a cool interiors and merchandise!
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August 2023 by Andrea N.
As part of a multi-item order, I ordered an in-stock bed that took 2 months longer than expected to arrive. I paid for the white glove delivery and set up as well. The delivery team was great; they were efficient and courteous. However, parts of the bed were missing including the hardware and the legs. We called to the store (Pinecrest) to inquire about the missing pieces. The retail sales people acted like they couldn't be bothered. The store manager was rude, both over the phone and in person. Had to call the corporate office to get any help. So disappointed at the lack of professionalism and customer service with West Elm Pinecrest. Sadly, will not be buying from them again.
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July 2023 by Diane Singer
We ordered a rug almost 10 weeks ago. I cannot get anyone either at the customer service number OR the store to tell me when it will arrive. The delivery date has been changed multiple times. TERRIBLE customer service.
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June 2023 by Cinthia Paraizo
I do not recommend this retail at all! I bought a pendant in March and they delivered only one part and after waiting for so long to receive the other one I decided to return the piece I had delivered and they never send me my money back. I’ve called multiple times and still waiting for a resolution.
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June 2023 by Chris
The staff were helpful, but the couches we were looking for were not on the sales floor. We cannot buy a couch we can't try out.
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January 2023 by Sarah Moore
Awesome store and excellent customer service. The employees who work here truly care about your business and are always there to help. A lot of the comments referring to order issues on here seem logistical which isn't an accurate reflection of this actual store. I personally love all of my furniture and it's great quality. Will definitely be buying more in the future.
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January 2023 by Eric Talkar
Will never purchase furniture from West Elm ever again. I would give 0 stars if I could.My wife and I took a chance on this company a second time by purchasing the Emmet bed frame. After months of waiting, it arrived with a significant amount of defects, ranging from tears in the linen, stains, a huge burn hole, scratches in the drawers, and an entirely broken drawer. It honestly looks as though they gave us someone else's used and abused bed.Before this we had ordered a sofa which arrived with a broken seat that lacked any support whatsoever.West Elm clearly lacks any quality assurance and has no business charging such outrageous prices.DO NOT BUY FURNITURE FROM THEM.
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November 2022 by Neelima R.
so disappointed in west elm . had a sale item in my cart that was paid for . the transaction didn't go through for some reason and the store wouldn't honor my sales price . customer service was so rude to me today . guess I'm not shopping there anymore
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November 2022 by Daniel Waller
Great furniture store and friendly staff
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November 2022 by Kristin Piteo
WORST CUSTOMER SERVICE. Straight scam when you buy furniture.
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October 2022 by Mackenzie Dunn
Will never buy with West Elm or any of the other partnering Williams Sonoma Companies. I purchased a couch that was structurally defective, which they totally replaced and less than 4 months later the second couch structurally broke. They offered to send a 3rd sofa but we were not interested as it was clearly poorly made. They said they would fully refund the couch after we returned the sofa to them. The sofa was scheduled to be picked up 3 days after our complaint. It has been 3 months and we have called the company over 13 times and no refund. We just started working through the better business bureau - which Williams Sonoma replied to and lied to them saying they spoke with me and are working on a refund check. I will be pursuing legal action soon if this isn’t resolved utilizing the BBB, because what they are doing is illegal. Not worth the money. Go shop somewhere else.
