I HAD PURCHASED 2 CHAIRS IN STORE THAT NEEDED TO BE ORDERED. AFTER 2 MONTHS I WENT BACK TO STORE TO HAVE REFUNDED BECAUSE IN THE INTERIM I HAD FOUND SOMETHING BETTER ELSEWHERE. I NEVER RECEIVED A PHONE CALL OR EMAIL THAT MY CHAIRS WERE IN. APPARENTLY THEY SAID THEY HAD CALLED ME AND LEFT A MESSAGE. THEY REFUSED TO REFUND MERCHANDISE I NEVER GOT FOR $1100 WHICH I BOUGHT NOT ON SALE AND IS A NEW ITEM. PRIOR TO THAT I HAD PURCHASED IN EXCESS OF $5 K TO FURNISH MY SONS HOUSE AND RECEIVED NUMEROUS CALLS AND EMAILS FOR PICK UP AND DELIVERY. NOW IM STUCK WITH A GIFT CARD FOR $1100 AND A NEGATIVE VIEW OF WEST ELM. SO MUCH FOR BIG CORPORATIONS THAT DONT REALLY CARE ABOUT THE CUSTOMER.
Ask for Shandi ... she is amazing and really wants to make sure you get the best deal for the least hastle ... she loves her job ...
Ended up that that they actually didn't place the order that day and my call almost served as a reminder. I highly advise calling them and asking for the "Job #" or "Order #" the day after you buy anything...That the only reason why I'm dropping one star...
...Aside from that, their merch and service is top notch and next to none. I highly recommend them.
We loved their Axel leather sofa and we had to buy it, but after reading all the negative reviews about their shipping mishaps, we decided to buy it and follow up on the status of the shipping a day after we bought it.
I spent thousands of dollars at West Elm in the past few months and have had issues with almost every single order I have placed. The Halsey sectional sofa is already falling apart and the most recent situation is that they sold me Slope chairs ($399 each) and since the boxes wouldn't fit in the car we took them out of boxes, which makes the item final sale. When we got home and removed the wrapping off the chairs, one had a large stain on it. I took pics and emailed customer service immediately who took 2 days to reply saying I have to call the store - useless. Called the store, they took hours to get back to me and it was a stock person who called me back being rude and accusing me of damaging the chair on my way home - because a chair can get stained in the back of a car considering it is wrapped in plastic???? The manager never called back, I spent $400 on a damaged chair and wasted a bunch of time and effort. NO SHAME!
John was very helpful and knowledgeable. He went the extra mile to get us new merchandise when we thought we were taking a floor sample. Great experience with John!
West Elm is a US Furniture Store based in Paramus, New Jersey. West Elm is located at 380 N State Rt 17, Paramus, NJ 07652, USA.
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