ComplaintsforWest Elm

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Defective Portside Outdoor Concrete Table I am writing to express my deep dissatisfaction with the quality and service I've received from West Elm regarding the Portside Outdoor Concrete table I purchased in early July 2023.The table, along with the matching chairs and bench, completed the renovation of our deck. Despite the product not being backordered, delivery was delayed, and when the table finally arrived in early August, it was CRACKED. The White Glove delivery team noticed the defect and arranged for a replacement, but due to further delays, the new table didnt arrive until early September 2023.Though Bay Area ******* are mild, I took extra care to protect the table by using a proper cover and adding two layers of old microfiber bedsheets. Unfortunately, when I uncovered the table earlier this summer, I discovered a long hairline CRACK running through the middle.Since it has been more than six months (but less than a year), West Elm's customer service informed me that their leadership team needs to review my case. I provided photos to support my claim and was told they would contact me within 10 business days. I followed up on August 30, 2024, but have yet to receive an update.This is the second time I've received a defective table, and I am extremely disappointed with the quality. I do not want to accept another replacement of the same model, as it would likely result in receiving a THIRD defective product. I have requested to exchange it for the Portside Aluminum Outdoor Dining Table, which is priced the same and part of the same design line, but I have not received any confirmation.I sent attached photos of the crack, clearly visible between two blue pens, as well as a photo of the covers I used throughout the winter.This situation has been incredibly frustrating. I would appreciate your assistance in resolving this matter and ensuring that West Elm provides the quality and service expected from a reputable company.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My interior designer helped me ordered a piece of furniture on WestElm.com. Its a made to order furniture and the estimated delivery time is said to be Sep 30 - Oct 17. However its now been further delayed to November-December with a 6-month delay since ordering date. We no longer need this item and it has already caused us financial losses as we need to buy another piece to replace this one. West Elm said they cannot do anything to cancel this order which is unacceptable- this is an issue on their end, and we customers are the ones to take the punishment. Im hereby requiring a refund and cancellation of my order. (Item price + shipping)

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a rug from west elm ***********, ca store. I never got an email receipt. Called store to get one, said they would send never did. Called customer service to get order receipt. Said they would email never received. Finally scheduled my delivery which I paid 150 for. Time was sat 8/24 between 8:30 and 10:30 am. Moved my entire living room to accommodate this delivery. I had a work appointment at 11:30 so I needed to leave my house by 11. Should be ok bc I have an appointment and that is what appointments are made for. By 9:30 no one is here so I start calling. They all ask me for an order number which I dont even have bc they cant email me the receipt . I get bounced around by west elm I am literally talking to people in ****** and the east coast that have no access to ca database. Finally I find out my delivery is running late. I then get a text its coming from 10:30 to noon it is not 11:17 and nothing. I cancelled my work appointment my entire living room is torn apart waiting for this. I spent 2 hours trying to speak with a supervisor. There are no supervisors to help customers!!!!! They are running a circus! This is not how you treat customers!!!!! I have lost my work appointment waiting for them they have no respect for anyones time or their own appointment system. I demand a full refund for this delivery in addition to compensation for the damage they have caused me for west elms incompetence. At this point who knows when they will show up.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I bought a planter at West Elm in their store in *********. The planter was displayed in store and advertised to cost $279. I was then told the item was only displayed but no longer in stock. Instead, they would order it for me. It could be sent to the store or to my house, in either case, I had to pay: $29 for shipping and handling, and $5 'delivery surcharge'. I ended up paying a total of $341.56 for the planter. I think this is false advertising practice. Somehow West Elm seems to think it is ok to add a random shipping fee to their displayed items in store (even if shipped to the store). This is not mentioned on the price tags or anywhere in the store. The items are not custome made, just shipped from their warehouse. I think they unfairly attract customers with a price that is lower than the actual price they charge.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩