West Elm
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Category: Websites
Contact Information
United States
westelm.com
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West Elm Reviews
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AnnieDigit
June 20, 2011
Tomorrow Never Comes. . . Or the West Elm Saga
Tomorrow Never Comes. . . Or the West Elm Saga. It could be the title of a cheesy soap opera. Unfortunately, it's my experience with West Elm. My credit card has been charged. The product is in stock. Customer service tells me the product I ordered will be delivered tomorrow. But remember . . . Tomorrow never comes. Stay tuned for the next exciting episode: Will customer service actually call the warehouse and find out what the problem is? Will I have to beg to get a tracking number? Will I once again be told, "Gee, I don't know, you should have gotten it last week?" Will tomorrow ever come? For that matter, will my curtain hardware ever arrive?
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AnnieDigit
June 19, 2011
in stock product not shipped
I ordered a product online; was told it was in stock and a subsequent e-mail confirmed this. Ten days later when I returned from being out of town, the product had not arrived. When I called them, I learned it had not even shipped. "Maybe it's sitting in a box in the warehouse somewhere, " I was told by customer service. Only when I spoke with a supervisor was I offered rush (not overnight) shipping for free.
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Calpowdergirl
April 26, 2011
Delayed 3+ months
I ordered the Elton settee couch in Jan quoted as shipping in 8-10 weeks and it still hasn't shipped from the distributor in mid-April with no idea when it will ship from the distributor. West Elm told me in mid-March it would be shipping, and then again in April. It has yet to ship. The customer service people are very nice and gave me a discount, but in the end, I want the couch and it is frustrating to have to continue to contact West Elm to get updates only to find out the ship target has moved. Also, my colleague ordered a different settee from West Elm a few weeks after I did, and they shipped her the wrong color. Again, she got a discount, but still doesn't have the right couch. She is expected to get the right couch in May some time ( more than 4 weeks after the wrong couch arrived).I will not be ordering custom-made products from West Elm again after this experience.
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Chadi
September 3, 2010
Worst Customer Service
Worst customer service ever. Called number on their website, they answered (twice) as "Pottery Barn".
Ordered 4ft floating shelves. Manual had many typos (spelling errors) and claims you can install the shelves in drywall or studs. However, the way they manufactured the shelves with the two screws/brackets on each side was incorrect, non-standard. Studs are 2" wide. The 2 screws in each bracket were 2.5" apart. How is this supposed to properly go in the studs? Shelves are about 10lbs each. Drywall option is "15lb max" according to the manual. How pathetic.
About five times I've asked them via phone and email to adjust my online account so it reflects all my orders placed with them, phone and website. Still nothing, 3 months later.
Ordered draperies and hardware. Hardware back-ordered until 8/29. Called today (9/3) and they say back-ordered until 9/7. Go to the product page, says 9/9.
3 weeks ago, got a mystery delivery (side table) from Pottery Barn Kids! Never ordered it. These people are insanely incompetent.
Called NJ (Paramus) location to get availability on the drapery hardware. Lady asks for my name/number to call back because "we open at 11". It was 10:48am when I called. Amazing.
Called PA (Philadelphia) location to ask about availability. Lady with a dying low voice put me on hold for a few minutes before I hung up.
DO NOT ORDER FROM WEST ELM. THEY ARE THE WORST IN CUSTOMER SERVICE!
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JedL12
September 7, 2009
Misleading product/poor service
I ordered a full-sized futon cover and it is no where near close to a standard full size. I asked West Elm to send a postagepaid return label (I already paid $8 to get the item) and they refused saying the cover only fits THEIR futons - so I responded that no where did it indicate that on the web site and requested a label again. They responded I could locate and return it to a store... which is 150 miles away. If it only fits their futon that should have been posted. And I was ok with splitting the shipping. Such poor service - "find a store and tough luck" was basically the response. Unless I get a return label, I shall never order from them again, nor their parent company, Williams Sonoma.
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