I purchased a bed from West Elm on 09/22/2021 which was delivered on 10/08/2021, on the arrival the bed headboard was damaged but as I was moving in and had no bed, the delivery guy told me to receive it and someone from customer service would call me to arrange the replacement.
They did call and arranged the new bed delivery and damaged bed removal with a promise that the new delivery date would be between 10/19/21 and 11/02/21 and that's when my problems started. This new delivery was postponed several times and when it finally arrived on 11/24/21 and for my surprise the headboard and bed frame were damaged AGAIN! This time the delivery guy took it back with the same promise customer service would contact me to solve the issue - NOBODY called.
I waited for 2 days and made contact with them. Since then it's been a living hell. I tried customer service several times and they never had a solution for me, only excuses. One of them suggested they would refund me and remove the damaged bed - and I would be sleeping on the floor in the middle of winter!
Finally on 01/13/2022 customer service gave me a new delivery date between Feb. 03 and 23 and AGAIN my order delivery was delayed for 02/27 to 03/17. I tried to change for another model, as the one I have seems to be always present the same kind of damage. At this point I don't want the bed anymore as I don't trust it will arrive perfectly nor on time. Just avoid WEST ELM, they will just lie and never solve your problem.
We ordered 2 media/TV Stands on June 27. Order number 381783109766. It was during their special "premeir day" pricing. We received an email confirmation of our order and our West Elm Credit card was charged. Next day we received an email stating they were cancelling our order due to an error on THEIR part of incorrect pricing on their website. This is unacceptable, especially becasue we cancelled our backordred item with another company. We have tried on multiple occasions to contact them. We have expereinced ridiculous hold times of 1 1/2-2 hours. We finally reached someone on Thursday 7/5 who stated a supervisior would call us back by the next day, Friday 7/6 by 1pm Eastern time. We did not receive that call. Another call in Saturday 7/7, the rude agent told us they have 24-48 hours to get back to us. Yet another call yesterday 7/9, the lady was unable to reach a supervisor and told us someone would contact us back within 24 hours. We are still waiting on a call back and resolution to this issue. All we want are the 2 media/TV stands we purchased and were charged for at the price listed on their website that day and for which our West Elm card was charged.
West Elm Reviews
I purchased a bed from West Elm on 09/22/2021 which was delivered on 10/08/2021, on the arrival the bed headboard was damaged but as I was moving in and had no bed, the delivery guy told me to receive it and someone from customer service would call me to arrange the replacement.
They did call and arranged the new bed delivery and damaged bed removal with a promise that the new delivery date would be between 10/19/21 and 11/02/21 and that's when my problems started. This new delivery was postponed several times and when it finally arrived on 11/24/21 and for my surprise the headboard and bed frame were damaged AGAIN! This time the delivery guy took it back with the same promise customer service would contact me to solve the issue - NOBODY called.
I waited for 2 days and made contact with them. Since then it's been a living hell. I tried customer service several times and they never had a solution for me, only excuses. One of them suggested they would refund me and remove the damaged bed - and I would be sleeping on the floor in the middle of winter!
Finally on 01/13/2022 customer service gave me a new delivery date between Feb. 03 and 23 and AGAIN my order delivery was delayed for 02/27 to 03/17. I tried to change for another model, as the one I have seems to be always present the same kind of damage. At this point I don't want the bed anymore as I don't trust it will arrive perfectly nor on time. Just avoid WEST ELM, they will just lie and never solve your problem.
We ordered 2 media/TV Stands on June 27. Order number 381783109766. It was during their special "premeir day" pricing. We received an email confirmation of our order and our West Elm Credit card was charged. Next day we received an email stating they were cancelling our order due to an error on THEIR part of incorrect pricing on their website. This is unacceptable, especially becasue we cancelled our backordred item with another company. We have tried on multiple occasions to contact them. We have expereinced ridiculous hold times of 1 1/2-2 hours. We finally reached someone on Thursday 7/5 who stated a supervisior would call us back by the next day, Friday 7/6 by 1pm Eastern time. We did not receive that call. Another call in Saturday 7/7, the rude agent told us they have 24-48 hours to get back to us. Yet another call yesterday 7/9, the lady was unable to reach a supervisor and told us someone would contact us back within 24 hours. We are still waiting on a call back and resolution to this issue. All we want are the 2 media/TV stands we purchased and were charged for at the price listed on their website that day and for which our West Elm card was charged.