-
November 2023 by blair caldwell
Very disappointing experience. Went to purchase a table I saw there. They said they only had the floor model, but they wouldn’t sell it to me. They did say they could order it online for me but I would have to pay the $20 shipping. No thank you. I have never heard of a store doing this! It’s like they didn’t want to make a sale. Why bother having a store front!? I’ll find something elsewhere online!
-
November 2023 by Caitlyn Hazelwood
Awful awful customer service experience. We ordered a couch in store and were giving a delivery window that we were told was reliable. Several months later and we still have no couch and West Elm is refusing to provide a refund until their “system” reaches a certain stage but also having no idea when it will reach this stage. I have waited months for this couch all the while being out $3k and unable to purchase a replacement. I finally had to file a chargeback with my bank. DO NOT order furniture from West Elm. You will hand over thousands and receive nothing but attitude from customer service in return.
-
November 2023 by Jenna Clancy
Baffled by the terrible service and the complete lack of communication between West Elm corporate/customer service and their third-party delivery partners/warehouse partners. I have purchased 2 items from West Elm. It seems that with every purchase there's always some issue with delivery. For my most recent purchase, the dining room table came cracked, so it was sent back. The men who brought it said they knew it was damaged before it even left the warehouse, but instead of communicating that to me, I took a day off just so that I could wait to receive this broken piece. When I rescheduled delivery, I contacted West Elm the day prior to delivery to confirm. They said they had no record of my having scheduled the delivery. They gave me the number to call to schedule again. And the delivery scheduler confirmed that I had in fact scheduled delivery for the following day. I encouraged West Elm to make sure they received confirmation from their delivery folks that I had indeed scheduled. Why was I the customer having to tell the company that, and be the middleman for communication?! Finally, the table is delivered intact, and they say they aren't allowed to assemble it because they "have not been taught how to assemble this particular model". I, the customer, was also not taught how to assemble the table. But was forced to because even after I called the store to ask for assistance, no one ever called me back. I don't care if the items I purchased are great or not, I will never purchase a piece of furniture from you all again. So unfortunate. And to top it off, the delivery scheduling third party is STILL calling me to schedule delivery for a table that has already been delivered, and I have communicated that to them. Please stop calling me about this table.
-
September 2023 by Sean Carlton
Title: Extremely Disappointing Experience with Delivery ServiceReview:I recently had an incredibly frustrating experience with the delivery service associated with a shelf I purchased from West Elm. Despite paying premium price for the item, the delivery window provided was completely inaccurate. Consequently, I had to take time off work and wait at home for a staggering five hours. To make matters worse, no one bothered to call or even show up after I reached out to them. When I finally managed to contact a representative, I was taken aback when she placed the blame on me. This level of poor customer service is truly disheartening.
-
August 2023 by Mary Promo
West Elm on Cary street makes furniture and home decor shopping a delight. The store is bright, lighting is on point, customer service is great. Merchandise is upscale and the design center is ready to meet with customers for guidance.
-
June 2023 by Claudia “CM”
Bought outdoor Porto collection of dining and lounge chairs. One of the chairs started to fall apart after 1 season. We bought in March 2022 and used over the summer. Was stored away and in May 2023, we brought them out to find one of the chair arms splitting away from the base of the chair! Called customer service and they said they cannot do anything about the quality of the chair past 6 months. Unbelievable that we spent over $8K for all chairs with so little service or quality. Really, one season? BUYER BEWARE!!!
-
March 2023 by Blueridge Bella
Do not recommend. My couch started squeaking very loudly after just over a year, and when I called, the CSR stated that was due to “excessive use.” ? Sure.I’ve bought 3 pieces of furniture since the pandemic, and even on sale, I just don’t think this company makes good products worth the cost. The couch creaks, the wood on the side table is incredibly soft and marks up if you even look at it funny. Rude!
-
January 2023 by Travis Allen
I was lied to about the shipping delays. I went in person to talk to someone prior to purchasing because I didn't want the rolling 2 month delay emails. It's a chronic issue, and they're still using the supply chain shrug emoji.
-
December 2022 by Andrew Peterson
10 months ago I ordered a bed from the Richmond, Virginia West Elm location. When the bed arrived five months later we were disappointed that it was not the size that we ordered. The bed was taken back, and I was told that the only option was to start the order from scratch. I was beyond understanding about this predicament, as I know things happen. I was, however, disappointed that a company this big could make no effort to expedite my order. Nonetheless, I proceeded with the second order. Another five months pass, and I noticed on the online tracking that the bed has been sitting in a warehouse in Georgia for over a month with no updated activity. I called multiple people to try to get an update on this. I was told multiple times I would be contacted about the issue, only to be left waiting for weeks. There was no way that the company could expedite the shipping from Georgia. When someone did call me, it was to say that the bed was lost. It was at this point that I decided to cancel my order and initiate a refund. I was told this refund would take 5-7 business days. After 2 weeks of waiting, I contacted customer service to inquire as to what was going on. After hours on the phone, I was finally told that my refund had failed only days after being initiated. Almost 2 weeks later, no one had contacted me about this or sought to correct it. I have been into the store to speak with the manager multiple times and am told "there is nothing that he can do on his end." During the month, while I have been waiting on the refund he has only followed up with me once. All other contract has been initiated by me. 3 weeks into this refund ordeal I was given a Senior Lead Retail support team member who would walk me through the refund process. She spoke on the phone with me on Monday and promised a follow-up Wednesday. As typically occurs with this company there was no follow-up as promised 2 days later and I have still not heard back from this person after multiple phone calls, voicemails, and emails to her direct number.Throughout this whole ordeal, the most disappointing aspect has been that no one has attempted to rectify this situation in any way. At the very least, I require my funds back in a timely fashion, which I have still yet to receive one month later. While I know there is red tape on the company's end, this needs to be escalated to the highest level in order for me to receive the most basic form of rectification, which is my money back that the company has been profiting off of for 10 months.I am currently opening a small claims court filing with the Virginia Court System to try to get my refund from the company as I have not seen any progress from West Elm in returning my funds. I have not even gotten a straight answer from the company about why my money cannot be refunded. It is absolutely ridiculous that I am having to turn to the legal system to get a refund from what is supposed to be a "reputable" company. Do not trust this company with your money or orders.I will never be purchasing anything from West Elm/Pottery Barn/William and Sonoma in the future.
-
December 2022 by L H
how this company is still in business i have no idea. terrible customer service and zero follow through with making sure you actually receive the items you order. I would take your business else where. their products are not worth it.
-
December 2022 by Lindsey H.
how this company is still in business i have no idea. terrible customer service and zero follow through with making sure you actually receive the items you order. I would take your business else where. their products are not worth it.
-
November 2022 by Lauren O.
Great, friendly service! I just wish that they had a bigger showroom with more inventory.
-
November 2022 by Ronnie
Nothing but regrets. Purchased a couch and total silence from there. Any communication had to be done on my end. Several excuses and months later , I still don’t have my couch.What gets me is the lack of customer service. There is nothing. No checking in, no follow up, no reaching out, no contact.It’s completely hands off and up to you to organize everything the moment after you swipe your card. Ask yourself a) can you afford to just hand over money in hopes you’ll see your product at least months from now, and b) do you have the time, energy, and logistics to handle this on your own should things head south.For me, my tracking number expired without any update so good luck to anyone else buying form here, I don’t recommend it
-
October 2022 by Mudit Kumar
DO NOT order from West Elm/Williams-Sonoma. Not at all worth the money you will pay. Much better options and especially service elsewhere.Pathetic service with long wait times, rude customer service executives (people at the store are nice), and sheer incompetence at every step. Still waiting on a couch that was supposed to be delivered months ago, now the delivery team is not able to LOCATE the couch after scheduling delivery and asking us to take a day off!!
-
September 2022 by Brad Camp
The store staff were very accommodating throughout the purchase, shipping, and pickup process. While there were some bumps in the road with the order status and shipping from West Elm to the store, I believe the store did everything within their power to effectively manage the situation.One star was removed for lengthy waiting period for an "in stock" item. West Elm should work to improve their systems and communication to ensure product arrives to homeowners on schedule. Our item arrived over a month late.
