west elm

"I paid over $400/stool for four "contract grade" counter stools that the website promised were "designed to last for years ahead with strong performance", because I abhor throw-away culture and go out of my way to buy things that will not need to be replaced for a very long time (ideally never). The backs came completely loose on two of them, and nearly fell clean off, within less than a year. I pulled back the bottom cloth covering on one of them to assess the situation and try to repair it, only to discover that the reason that it was coming loose was because the stool seat was made from such cheap composite wood that screws had literally fallen out of it. I have since been on a seemingly never-ending journey with the hellscape that is the West Elm customer service system to either get a refund or have the stools repaired with different seats. I've either called or chatted with six different reps so far, most of whom have been nice, however it's clear that West Elm does not empower their customer service reps to actually solve problems. The CS reps never seem to know what's going on, don't communicate with each other, and I have to speak to a different rep and re-explain the situation every time. The first rep I spoke to told me that they had to have a supervisor approve my request. Then, a few days later, someone called me back (left a voicemail) and said they would issue me a refund. I then called the customer service line and spoke with someone who confirmed this, told me they were processing the refund, and scheduled a time to have folks come out to pick up the returned stools. A few days went by and I hadn't received the refund and nobody had come to get the stools. So, I called back and they said the request was never approved by a supervisor and they had cancelled the refund. So, they submitted for the first time or re-submitted (who knows) the request for refund and the whole process seemingly started over... tl;dr. West Elm will say anything to take your money and customer service will tell you anything to try to make you go away when something goes wrong. Be prepared to hire a lawyer, if you ever need a refund."

"I see why this place has such bad reviews! Today when I was at checkout, a girl named KATIE was rude and rolling her eyes, because another associate, (who was the one that was actually ringing me out) had to look up my transaction online. Instead of being kind and helpful, Katie was constantly rolling her eyes. Don’t know who this person thinks she is, but I can easily spend my money right next-door at Crate&Barrel, where they treat the customer like well, a customer!! I’m putting this bad review because the last time I was in Katie, who had never met me before, was telling me all of the gossip about West Elm! She told me my normal shopper that I usually go to was fired for stealing, and that she was “Taking customers identities”. This store is a complete mess do yourself a favor and go somewhere with a little more class like Crate&Barrel. Katie, stop rolling your eyes at people. Try being nice for once! People like you don’t go very far in life and usually don’t have very many friends, you’re not better than anyone!"

"We ordered sheets from store. When they arrived, they were marked Cal-king but were really full/queen. So we ordered again. When they arrived, we received king sheet set. Still not the right size. Order was for Cal-King! We will not try a third time. We will shop elsewhere."

"good quality and design but terrible customer service and shipping. I ordered 4 items online and waited for 3 months and just the day before the scheduled delivery, they called and told me that they're missing the top piece of my dining table and also the coffee table is out of stock. I called the Customer Service trying to cancel the order and was told someone will call me back in regards to this order. I waited for like half day and no call at all. On the delivery day, the driver damaged the head board of the bed when cutting the box open, so I decided to refuse the delivery and asked for a full refund. The management is very disorganized. I've had the worst furniture purchasing experience with them. Buy your furniture somewhere else if you can."

"Neat place with traditional to modern furniture. Friendly staff and good levels of stock. Lots of colors, choices and materials. Mostly focused on home goods. Some pieces of large furniture."