west elm

I just received the furniture today and the quality is pretty good. Everything looks good and is sturdy and made from real wood. Hopefully the furniture will hold up for years. My only complaint is that the logistics area needs to be improved. For example, the in-stock furniture was delivered to the local distribution center only after the custom ordered item arrived. That resulted in the delivery being delayed for a couple of weeks. Also, I never got the certificate of insurance prior to the delivery arriving at my condo building. I was told by the people at scheduling multiple times that the COI will be sent to my building management 24 hours prior to the delivery, and that they didn't need any information from me since they have delivered to the address before. That ended up being incorrect, and in reality I needed to email a different department in advance to get the COI. They did get me the COI very quickly when I called, and the delivery didn't have to be rescheduled and was done efficiently. The workers were professional and assembled everything and cleaned up afterwards. The shipping fee of $360 was very reasonable considering I had a large order with six items, some of which are quite large. In general, every person at West Elm/Willams-Sonoma I spoke to was very helpful and pleasant, even if some of the information was incorrect. One even offered to compensate me for not providing the COI, but I turned it down. Overall I am satisfied with my purchase, and I would recommend purchasing from West Elm. However, I would advise people to stay on top of the logistics.

I ordered sheets, they were on backorder, then were out of stock and no longer a product they would be sllong. I spoke with customer service about how they are going to make it up for selling me something they don't carry anymore, and they were unwilling to provide any reasonable accomodations or credits equivalent to what I had purchased.
I left the ball in their court to do the right thing and told them I will no longer be a customer unless they make it right.
I figured that would be the end and I would never hear from them again.
Fast forward 2 months and I am randomly charged $97 for the sheets I had ordered previously that were out of stock and somehow are back in stock. I do not need these sheets anymore because I got others in the 2 months after they told me they were no longer an option.
I contacted them to cancel the order again and they told me there is nothing they can do about it because the order had processed and they were already shipped. I checked the order and they had not yet been marked as shipped, and weren't shipped for 2 more days! My new eta for the shipment was today, but I got an email saying they were delayed again!

I filed a dispute with my bank and told ups to send the sheets back to the sender. I am done with this nonsense and I hope the person in charge of West elm loses their job for being so horrible at running a company.

How bad can a company be? West elm is trash and their customer service is trash. I will never be a customer of their again.

Terrible Customer Service- Buyer beware!! If you place a made to order product and there is an issue with it, they won't refund or change. You are just out of luck. If you are going to buy a couch, buy from a place that will help you if you have an issue and work to make the customer happy. Our couch was terribly uncomfortable and scratchy to the skin and we were told it would take up to six months to "break in." The customer service reps all say conflicting things and they hope you will get tired and just give up. It is not worth the hassle with plenty other options. I hope this helps save some the headache

I signed on for an hour of designer time to pick out furniture after hurricane Helene. They were great. Understood what I needed never pushy and really gave me great options. A great experience.

Spend your money elsewhere!

Went in today to look at pillows. They had one on display a couple of shelves up, and we asked to see it. After being told someone would grab it for us, we were instead called over to look at it online and told we were not allowed to see the one on display. When asked why they couldn’t take it down they simply refused without reason.

If I wanted to shop online, I wouldn’t be in the store in the first place. Makes no sense.