“This has been the worse experience. My bed was suppose to be delivered in August. I continued to call and was told everything was on track. I finally knew something wasnt right and went into a store. The manager at the store contacted the department who handles it and I received a call from Willam's Sonoma stating my bed was lost. I said how did this happen. No one could tell me anything. I was told they will try to expedite it and we will discuss compensation once I receive my bed. Last month I received a call from my Retail specialist and she stated my bed would be expedited and it will be finished this month with specific dates. Today I receive a random email from West Elm stating my bed will be delivered between December and January. I called customer service, one rep said something has occurred with delivery again and they had to push back my delivery date. I said I am so confused. This makes no sense. How does this keep happening. I haven't even received a call.
I called again and asked to speak to the manager. Rep stated my bed will be here by 9-26-2024. I said how is that possible when I'm haven't received a call for delivery and assembly. She stated she was told that from her manager. I am highly disappointed. I have customized my bed and paid them in full when I ordered it in May. No one knows anything and I will be sending this to anyone that is affiliated with this company. I want my bed that I paid for.”
“I ordered a couch in March and email stated it was received at loading dock in May, status as ready to be scheduled for delivery. I called, and was told they could not locate the couch and would put a search in, and to call back tomorrow. I called back, was told the same thing. This happened at least 4 or 5 times. After 3 weeks of calling with no results, I was told the couch was not found and they would re order a new one, available in early July. I heard nothing until today, and called to check status. They said new couch order was never placed, and I would have to wait until September, 6 months after my initial order. This is unbelievable. No sympathy, just an empty apology with a vague promise of recompense. This is unacceptable since I am still out a couch and could have already had one of I had placed it thru a more deserving business. I had them cancel the order, after 4 months of holding up my payment for zero product and 100% excuses.”
“I bought an area rug from West Elm, an Allover Heirloom Rug (9x12). This rug was recommended by one of the stores in South Florida ( Hollywood). It took 4 months for me to get the rug. Since I was living in 2 places, due to my husband’s job. Most of the time we were in Houston, Texas, coming to Ft Lauderdale, every two or three months to check our townhouse. Since we were not living in Ft Lauderdale there was no need for me to vacuum the rug. I moved back to Ft Lauderdale and I have vacuumed the rug and for my surprise the rug has many loose fibers and shedding. I contacted the West Elm Costumer Service to express my concern. The agent tried as much as possible to help me, but her supervisor advice her that the rug was delivered almost a year ago and nothing could be done. I told the agent that a $900.00 dollars rug should not have loose fibers or shedding all over the rug, after almost a year. The rug is bad quality and I am not recommending anyone to buy this rug from West Elm. Before a rug is recommended by one of the stores, go to the website and check the materials and the making of the rug. I am not asking for my money back, I am asking to have the rug replaced and if there is another rug that might cost a little more, I am willing to pay the difference. Why can this be done?”
“I ordered a bed and two nightstands from the Alexandra store in VA on 5/8/24. The salesperson did not tell me the nightstands were to be shipped by UPS and delivered at the front door. I thought they deliver it to the room with the bed and assembled. The salesperson did not know it either that the nightstands would be left at the front door. When I told her she was surprised. The problem was I live on a high rise building and the front desk clerks would not receive large items. I knew the delivery for the nightstands would not work. I talked at depth with the salesperson on 5/9/24, and she agreed to cancel the nightstands. On 5/10/24, I called the store and asked them to cancel the bed too because I did not want the bed without the nightstands, they said they would cancel but they did not. I called again the next day and talked to the said deputy manager, I asked her again to cancel the order for the bed. Again, she did not do it. I called the customer service on 5/15/24 and they said they cancelled (it is just a few minutes ago and hopefully it is cancelled) I told the customer service representative I talked to that they should not charge me shipping, because I asked the cancellation before they ship it or prepare to ship it. ( I had called the shipping company; the store gave me their number). The representative also said it would not be refunded because I cancelled the order without enough reason. Why would I loose over $300 for the item not shipped? I asked to the deputy manager of the Alexandria store today 5/15/24 and she said I don't get refunded the shipping because I just cancelled today. I had to call to cancel several times starting the next day after I ordered. They refused to cancel and waited until 5/15/24. They did this because they want to keep the shipping charge. How a big company sinks so low. The experience is totally disappointing,”
“I have been waiting on a bed I ordered in May 2021. It was supposed to be delivered two times so far and both times I took off of work and both times they canceled in on me during the day of delivery. It is now December and I still have no bed. DO NOT BUY FURNITURE FROM WEST ELM>
My sister bought a Dining Room table at the same time and she has not gotten hers yet either”
“Every time I order from West Elm my items arrived damaged. I then have to spend forever on the phone with their customer service who arrange the return and I don't get my delivery fees (15 pounds) refunded. I'm going to reorder the item and now I have to pay another delivery charge!”
“Awful. Awful. Awful. Placed a very simple in-stock online order over a month ago. Original order was unacceptably delayed in shipping... and never arrived. Numerous phone calls later, FIRST replacement order never arrived... was told it was damaged in transit. SECOND replacement order never arrived... was told it was damaged in transit.
How could it possibly be SO difficult for West Elm to resolve this issue?”
“West Elm has hands down the WORST DELIVERY SERVICE I have ever experienced!! I ordered a dresser in November. It was supposed to be delivered in early December. It is now March (4 months later!!) and still nothing. I had to place countless phone calls and send angry emails to their pathetic customer service and they still can't figure out where is my order!! At one point, in late December, they declared the order lost and ordered another one, but this one GOT LOST AS WELL!! A quick google search shows that I am not the only one. Their logistics department is utterly incompetent. If you order something from West Elm, there is a very high probability that your order will be lost or delayed.
Do yourself a favor and shop elsewhere!”
