west elm

Jan 16th, 2024

You will absolutely need to hound the store and whoever they pass you off to when theres an issue. Our couch showed up with a faulty cushion, it took months of effort on our part to get the problem addressed. They are friendly on the phone but their system for resolving issues is abysmal. You will not get emails or calls for any type of recording keeping, updates, or notifications on your issue. Its all done verbally for the most part and you are forced to wait arbitrary amounts of time and then keep calling to try and move the issue forward. The third party company that comes out for repairs at least texts you about your appointment, but thats they only form of communication. West-elm/ the store have their own records internally but they dont share them with you or update you. Theyre extremely laissez-faire about support and likely hope youll just give up on it - or theyll get to you when / if they feel like it. The products are far too expensive for the service to be like it is. As of now - our issue is still not resolved but maybe, one day, we complete this bush-league process.
Jan 13th, 2024

The Andes couch delivered to me came with multiple paint stains, which is unacceptable for a brand-new purchase. Despite reaching out to the leadership, they have been unresponsive and have not taken any accountability for this issue. The lack of concern for customer satisfaction and the poor quality control reflect poorly on this company. Disappointed and frustrated with the complete lack of support and resolution. Its crucial for consumers to be cautious and aware of such incidents when considering purchases from this company.I give them a zero! Poor product and poor customer service.
Jan 1st, 2024

Fantastic customer experience, helped me sort out a sticky online order situation very easily- Jeffrey was awesome!
Oct 1st, 2023

Sep 5th, 2023