"Ordered a table online for almost 1k and after a month still not received it. I have decided to cancel the order for checking the table in person in one of their stores (very poor quality...just a ripoff). I still have to pay $170 for delivering charges... unbelievable. Horrible.. horrible. They should be out of business!
"
"I waited 2 months for my $2,000 sofa to arrive. The day before the scheduled delivery, the delivery company called to tell me that upon inspection, they discovered that it didn't have legs. Not to worry though, they had called West Elm and I could expect the leg delivery in just two short months! Really West Elm? Those legs should have been overnighted to me at no charge. I called and was offered three options (no apology mind you): 1) wait for the legs; 2) order a new sofa, or 3) cancel the order. Guess which option I chose? Never again will I order from this terrible company. The fact that they don't allow reviews to be posted on their site tells it all."
"We had ordered the Henry couch and were told it would ship out in 2 weeks, so we made the purchase. Two weeks after making the purchase, our order details changed the date to 8-12 weeks out. Customer service was not willing or able to correct the mistake and we were extremely disappointed and left without a couch for a week because we got rid of our old one to make room for the new one we were expecting.
Decided to purchase a dining table from the store and see if we had luck this time. The item said it was available and ready to ship. Now, once again, the online order status says it will be available to ship in 6 weeks. Available? If something is not available, they should let people know before they collect payment from them.
This bait and hook method must be part of the business model at West Elm. They certainly have the money and resources fix this inaccuracy problem within their ordering system."
"Worst ever experience with an online merchant ever! I ordered a desk in October and still haven't received it. I should have taken the fact that every time I checked the delivery date it was pushed back by a week or two and this is me actively checking. I NEVER received notice that the delivery date was delayed. Finally, it was to be delivered at the end of December. The delivery arrived in two boxes, both large cubes. I thought, 'my, is it a folding top desk?'. I mean, really, how is a desk top going to fit into that sized box? So of course, after the delivery guys unpacked the 'desk' it was revealed that they brought two of the same sets of drawers. From there I have received nothing but bad service. I first got the story that it was a SKU issue. Then, I was told that it was the manufacturer's fault. Then I was told that the tops and legs of this desk did not pass inspection. I've gotten two more delivery dates and no one ever follows up. All l get is false promises and every time it is me who has to call to track down the status of the order. I think if I didn't call I would never receive the desk. And honestly, I don't know if I ever will. The last time I spoke to customer service (again me calling them) they said that it would arrive today, January 23rd. Of course, I didn't get any delivery window email so I thought I'd call. First, the agent thought I was only getting the top and legs when the last time I called I was told they had to send me a whole new desk. And then, of course, they can't deliver this week. Maybe next week. Right... I've been told that before. Horrible. Really, I can't even believe this is a real, supposedly reputable company."
"I purchased a rug online. A couple off days later, before I received my order, I noticed that the rug price was reduced and free shipping was offered. I immediately contacted customer service and requested a price adjustment. My email was never acknowledged or answered. The following week, still before receiving my rug, I re-sent the same email requesting price adjustment. Finally got an answer, telling me that once you place an order, price cannot be changed. The only option I have is to return my rug once I receive it, and buy it again. Obviously they also wrote that they cannot assure me that whenever I get the rug, and by the time I carry it over to a store, the sale will still be on. I buy online very frequently and NEVER encounter a company that will not adjust a price if the item goes on sale just a day or two after purchasing, and before it was even shipped/received.
WORST CUSTOMER SERVICE EVER!!!
"
"To whom it may concern -
My fiancee and I came into your store on December 04, 2016 for the first time, located at Sheffield Commons Shopping Center, 1000 W North Ave b, Chicago, IL 60642. As recent first time home owners we were excited, thrilled and overwhelmed by the selection of (what appears to be quality) furniture your company has to offer. The initial staff was very helpful & friendly and they even introduced us to the sale that was taking place at that time, Yay! We were on the hunt for a Dining Set and that's when we stumbled across, fell in love with and PURCHASED the beautiful Emmerson Dining Table 72", and the Emmerson Dining Bench 72" for a total of $1,736.17. We explained to the sales rep that we were having dinner guest to to celebrate NYE and how important it was for us to receive the set before the holiday, WE WERE ASSURED we would receive the set "WAY BEFORE NYE".....but to my dismay we did not!
I called West Elm customer service on Thursday (December 22, 2016), before Christmas day, to check on the status of my order (because I hadn't received any update on my order since it was purchased). I was told by a West Elm Rep that BOTH pieces were in and that I could schedule a delivery date with the shipping company, so she transferred the call. Once transferred, to the shipping company (Who might I add, has the WORST personalities ever and West Elm should consider using another company to deliver their products because they are HORRIBLE and are a poor reflection of West Elm), I was told that only the table was in stock and that I should callback the next day to check the status on the bench. Due to it being the Christmas holiday weekend, I decided to call the following Monday (December 26th) to schedule a delivery date. Once again, I was told by West Elm that BOTH pieces were in and they transferred me to the shipping company but they were closed in observance of the Christmas holiday. I called Tuesday December 27th, was informed by West Elm the BOTH pieces were in but once transferred to the delivery company was told that only my table had arrived and still pending the arrival of the bench. I called West Elm extremely frustrated, and was told that I would not receive my order until AFTER the New Year and that you all would offer me a 20% discount. I then expressed that the money was NOT an issue here and I just wanted my items to be delivered to me ASAP, your rep explained again that nothing could be done and issued me a discount of 30% and assured me that the item would be in after the New Year. Still very disappointed, I accepted, in hopes of getting my item the following week.
January 3, 2017, I called West Elm once again for a status on my order, I was informed that BOTH items were in, transferred to the delivery company and..... yup you guessed it, told that only my Table was in and not my bench by the delivery company. I then urged the delivery company to provide me with management, according to them they could not do so, so I called West Elm and boy, was I FURIOUS! Not only am I furious about not receiving my order, I was most FURIOUS about the lack of accountability and resolution BOTH companies had to offer. It's very frustrating when someone has made a pricey purchase and NO party at EITHER COMPANY can provide you with a resolution, without you (as the customer) guiding them through the process of possible solutions. After speaking with a manager at West Elm (who was VERY nasty) I decided to cancel my overall purchase with West Elm and to take my business elsewhere. It seems as though you all specialize in providing quality furniture but poor customer service and client resolution. Although I DO NOT plan on shopping with West Elm again, it might behoove the company to implement client resolution amongst their associates to alleviate these situations in the near future. This is very unfortunate because I was looking forward to building a long standing relationship with West Elm.
IN REGARDS TO MY REFUND, I am still pending a refund in the amount of $80.43
Total Spent - $1736.17
Refunded - $520.85 - (30% discount)
Refunded - $125.00 - (discount by rep)
Refunded - $1009.89
Total $1655.74
Total Spent $1736.17
Total Refund - $1655.74
Still Pending refund of $ 80.43"
"I ordered a new dining table set and had to return the bench 4 times due to damage. I also ordered a recliner and sectional on Sept 5th and still do not have it. The product has been paid in full. I have called their customer service several times all promising calls back to me which have never come. One rep even told me I had to track down the trailer number to find the missing piece. I called today to cancel the order and they told me no because one of the items is a special order piece. I dont know what to do at this point. Small Claims court? This is ridiculous! I read the reviews and didn't listen! Huge mistake I will never purchase from them again. "
"Ordered dining table and bench first week of Sept. No update from them. Call them in mid October and they tell me the item is in the warehouse. Thanks for not letting me know. If I don't call for an update they would never have let me know. To top it off table comes with defects and the delivery guy actually notices and takes pictures. I call them about return and defects and said I would order a different table if I would not be charged for delivery and white glove($75 additional on top of delivery) and was told I would not be charged. Order put through for replacement and of course when the replacement table is delivered, I get charged double. West elm customer service is non-existent. Will never buy anything from them again or their affiliates. "
"I rate them a strong ZERO. Same thing has happened to me as all of you. I ordered a coffee table on Nov. 20 and was given a Dec 14 delivery date. The status THEN changed to Temporarily Out of Stock on my confirmation page, then as the days passed the date changed to Dec 21, and now Dec 26, which we won't even be in town now even if it were to arrive on the 26th although reading all of the reviews I do not expect it anytime soon. Wish I would have done my research before purchasing. The site said nothing about the table being out of stock when I chose to purchase it. Sad to say that this company is a waste of time, waste of money and needs to be put out of business. Shame on West Elm for doing this to so many people and still being able to stay in business. "
"This is the absolute worst company to deal with! I ordered 3 reclaimed floating wood shelves, one arrived and I was notified 2 were on back order and would arrive Dec 1. Today is Dec 14 and I have not seen them or heard one word about them. I called "customer service" (this is in quotes because this is a joke) and tried to cancel the order. Was told I can't cancel because the order is in fulfillment ( a new retail term ) and would be arriving Dec 23. When I asked for an explanation the customer service rep hung up on me. Talked to 2 other people and got the same story, cannot cancel the order and must receive and pay to get them back to West Elm.
The shelf that did arrive is a POS. They sent screws that go into the wall and fit into the back of the shelf, but one of the screws was the wrong size and would not fit into the hole.
STAY AWAY FROM THIS COMPANY."
"Such a shame since I really like their products, but hate waiting FOREVER to get them once purchased. I ordered a piece of furniture January, 2016 but it took until JUNE to actually be delivered. Called customer service several times because the order status kept getting pushed back, and back, and back.....and the only explanation I received was "It's listed as temporarily out of stock by the manufacturer." Don't you talk to your manufacturers to see what is going on to cause such a delay?! No, apparently they don't. Decided to purchase the Audrey night stands in October, 2016 and checked the "Shipping & Delivery" information on the website which says - "These items ship from our Distribution Center by UPS and arrive in your home within 4-5 business days of order receipt." Great...thinking these would ship quickly. No mention of these being out of stock on their website anywhere! Well a week goes by and I check the status of this order and it says it's temporarily out of stock and expected ship date is Nov 7th. Check status on Nov 7th and now expected ship date is pushed to Nov 11th. Just checked the status today and expected ship date has changed AGAIN to Nov 18th. Are you serious!!! Called customer service and got the same run around about their manufacturer and they can't tell me any more information. No offer to discount my order or give me a coupon for a future purchase. TERRIBLE customer service!! I feel that their website is VERY MISLEADING in order to get people to buy their products which they clearly have difficulty fulfilling. I am done spending my money with a company that doesn't value honesty or repeat customers. If they know an item is out of stock, they should give that information upfront on their website and give REAL expected ship dates - not just keep dangling the carrot for weeks and weeks. I have no intention of waiting 6 months for another one of their items! By the way, I got so upset with the first order from January, that I finally was able to speak with a manager who offered me a $75 credit towards a future purchase. Yet, when I called back to use that credit - customer service couldn't find any notes about that! Shame on me for giving West Elm a second chance to begin with, but honestly they need to reevaluate how their company is run."
"I ordered a rug from these guys and after 6 weeks with no response from them I called and said I wanted to cancel this rug as it was taking too long. They cancelled it but little did I know that I would still be charged the shipping cost even though it hadn't been shipped yet. They also cancelled another piece of this order - some picture frames I had ordered and yet I was charged with the shipping fee for these too. I will never do business with this company again."
"False Advertising of shipment times. Items labelled quick ship 2 to 4 weeks -- you have to wait 10 to 12. Don't expect apologies or service once order placed. Continual calls to customer service yield no apologies or adjustment on site to correct advertising falsity.
Also - Website makes it hard to contact. Have to go to email preferences to find out ways to communicate with West Elm. Who doesn't have quick access for customers to reach them. We are here to help is definitely not a helpful section on their site! Shame on you WestElm!! They are really losing credibility fast in this market.
BEWARE Their coupons are false advertising - 20% Entire Order -- a little star that you can't click on for details. You call customer service -- they say they don't know why and offer no assistance. Offer you no coupon to assist in placing order. Really pathetic.
So sad . This company is on a downward trend. Checkout all the complaints in October 2016.
Pottery Barn and Williams-Sonoma should disassociate they would never treat customers like West Elm. Bad to the bone!
"
"Ordered a coffee table. It arrived without the marble top, rendering it completely useless. The delivery guy asked me "didn't anyone call you that the marble top will come later?" And no, nobody had called me. A week or two goes by, I call to check in on the marble top. I'm told I need to re-order the whole table together as a set and they will come pick up the old base. So I tell them okay re-order the table. They tell me it's on backorder order for 4 months. Well surely I jump to the top of that list since I already ordered it before all those people? Nope! I cancel the entire table and they say they will call me for a pick up appointment for the base. It takes 4 weeks, 4 phone calls and several hours of wait time to finally get an appointment. People pay rent for the amount of space in my NYC studio this useless coffee table takes up. Not to mention people pay interest on the amount of money I've essentially loaned to West Elm for this **** coffee table that I can't do anything with. It's a shame since I love their furniture, but this whole thing was too much. "
"I ordered a cabinet from WE in May 2016, with expected delivery of 4-6 weeks. 6 weeks later, i'm told the item arrived to their warehouse damaged, and they will order another one, which will take 3 weeks. 6 weeks later (12 weeks after ordering originally), i'm told the piece has arrived to their warehouse. This required my phoning customer service and home delivery and spending a total of 2 hours on hold over 2 days to confirm this. A delivery date was scheduled. After being at home all day waiting for delivery, they phone me AFTER the delivery window to say the item arrived to their warehouse incomplete, so I must await another week for the separate piece to arrive. One week arrives, and again i'm told it arrived broken. So now I have waited 16 WEEKS+ for a simple piece of furniture, with no idea when I will receive it. If ever.
I have spent a total of 4 hours of my time on phone calls, 4+ hours at home waiting for deliveries that were never on their way in the first place, a multitude of complaints without any answers or legitimate help, no product, and the largest inconvenience I have yet to experience with a company.
Having worked in retail in my past, I find myself fairly understanding to normal human error and/or minor system blips. This is by far the WORST experience I've had in my life, and I can easily say I am boycotting WE, Wiliams and Sonoma and PB, as well as making best efforts to publicly speak out about this horrible experience. Their supply chain, vendors, shippers, customer service, delivery warehouse are wholly inefficient and ineffective. What a sham.
I'm still awaiting the item, without so much as a word of reassurance or guarantee from the company. I've even found myself asking the company if the item doesn't exist and they are just yanking my chain. I've never been so angered and dissatisfied.
Never again."