west elm

Fabio Cardoso _{on Google}

Mar 19th, 2024

Extremely disappointed with West Elm's customer service. Would not recommend purchasing from them. Scheduled delivery did not occur as promised, and one item was unexpectedly placed on backorder without notification.

marti hines _{on Google}

Mar 6th, 2024

Dear West Elm Corporate Team,
I am reaching out with deep disappointment following my recent experience with a custom couch purchase (Order #333453218328) from your West Elm store in Orlando. Despite my initial excitement and the considerable effort invested in selecting the perfect piece for my home, the outcome has been far from satisfactory.
After several visits to the store and extensive consultations with my designer, I placed my trust in your sales representatives, Maddie and Tucker, to help me choose the right fabric from numerous swatches. The anticipation of integrating a custom West Elm couch into my living space was high, given your brand's reputation for quality and design. However, the product delivered to me has failed to meet those expectations on multiple fronts.
Upon arrival, the couch emitted a pungent odor, which, despite my best efforts, has proven impossible to eliminate. Beyond the discomfort it causes, the couch itself is markedly uncomfortable to sit on. However, the most concerning issue lies in the craftsmanship - the stitching and seam work on the couch are subpar, with a glaring gap of nearly 5 feet. This is a clear indicator of poor quality control and is unacceptable by any standard.
In seeking resolution, I contacted your customer service and Maddie, which led to an evaluation by a third-party vendor. Disappointingly, this interaction offered no solution, as the vendor dismissed the issues I raised. Further exacerbating my frustration, the response from your corporate office suggested that such flaws are sometimes unavoidable in production. This rationale is unsatisfactory and undermines the trust I placed in your brand.
This couch, in its current state, should never have left the factory floor. It falls well below the quality and excellence I expected from West Elm. Given the circumstances, I am urging a meaningful resolution to this matter. I am open to discussing options, including but not limited to a full refund, a replacement, or significant compensation for the myriad issues encountered.
I had hoped for a seamless and satisfying addition to my home from West Elm, but this experience has been anything but. It is my hope that by bringing this to your attention, we can find a resolution that reflects the values and customer service standards your brand aspires to uphold.
I look forward to a prompt and constructive response.

Anthony Estacio _{on Google}

Feb 19th, 2024

In over 40 years, I've never encountered a more disorganized and uncaring company. My wife and I spent nearly $7k at this store, enduring 8 months of fake delivery dates, damaged furniture returns, missing pieces, and unfulfilled promises of compensation for the hassle.
Despite assurances that they'd make amends once all the issues were resolved, it turned out to be nothing but empty promises. Now that we finally have the furniture, the store seems indifferent and hasn't made the slightest effort to compensate for the dreadful customer service.
While the furniture looks good, the headache and frustration endured throughout the process make it not worth the trouble. Save yourself the trouble and avoid buying anything from West Elm.
#CustomerBeware #PoorService #NotWorthIt