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February 2024 by Apratim Bhattacharya
Extremely bad customer service. We were loyal customers of West Elm and visited this one store at West Elm. I had to use the restroom and despite having one at the store, a customer service person informed that I have to go to the nearest Starbucks and that restrooms are for employees only. My spouse noted that all customers were using the restroom and this is a case of sheer racism.
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January 2024 by Edward Paul, D.D.S., M.S.
I ordered a few items in July and was told the expected shipping date would be September. That never happened. The delivery date then kept changing almost weekly moving back, a few weeks at a time, each time. We are now at 6 months after my order placement and they have no clue when it will be delivered. My credit card has been charged. They don't respond to emails and when I call they say they'll open a case to look into it and nothing happens every single time. VERY DISAPPOINTED!
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January 2024 by D
Updated review; no one told us our furniture is not coming until February-March next year! We had to canceled. They have beautiful things, but you might have to wait a long time to get them.
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August 2023 by Shellie G.
i purchased a number of pieces of furniture in 2/21 spending thousands of dollars. A few of the pieces were from the Emilia line. I have found that the push drawers don't work never worked well. they often get stuck causing me to open a lower drawer and physically pull the upper drawer open. Very recently one of the rollers(plastic piece) broke on the slides and now there is no chance the drawer can close. i phoned customer service to have it repaired and the woman I spoke to was not in the least gracious, in fact, very haughty. i gave her the number of my order number 4 times and she said it was invalid since the furniture was over a year old. In my reading online, I read that that there is a warranty on the furniture but was told by the West Elm representative it was only one year and that this would have to be repaired at my own expense. i didn't use this furniture frequently since this is my second residence. I bought the furniture from West Elm because i was under the assumption they had a great reputation for standing by the quality of the furniture they produced. I am very disappointed with West Elm and would not necessarily recommend buying furniture from them.
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June 2023 by Jenny
Had a bad experience with the incompetent staff. They are not good at explaining things and could not figure out their own ordering system. I worked with an associate who had me repeat things multiple times because she could not figure out the website. Not only that, after she finally got the order ready, she couldn’t figure out how to add the insurance coverage. When she asked the other associates, they were very dismissive and told me to just call the insurance company Allstate myself to buy the insurance and just give Allstate my order. Which did not sound right at all. So all they wanted was my commission. They could not even explain what the coverage included, they had to give me the pamphlet. Additionally, the couch I wanted was showing as quick ship, so I had applied for the credit card so I could use the 10% rewards from that immediately towards other items when I get the couch and can decorate my room. However, the associate realized it was actually not quick ship and took 20 minutes flustered asking all her coworkers what was going on. The manager finally pulled up the inventory and told me it was back ordered until July. The flustered associate said the couch is available July 1, then said June 15, then changed once more to July 9. She couldn’t keep her story straight. Then they suggested that I go to New Jersey in person to pick up a display couch even though i didn’t even ask for that. This was such a mess and the associates were all incompetent and dismissive. Also, the benefit of the 10% rewards in the credit card would expire by the time the couch arrived. I only applied because the associate told me it would have been a quick ship order.My suggestion is if you want a couch from there, call them ahead of time to see if they have it even in the show room since it is so small, and if they do, test it out, but purchase yourself online.
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April 2023 by Jayne B.
Agree with the 2 star rating. Manager Christine at this store could use a refresher in customer service
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April 2023 by Monica T.
We contacted the store to try to resolve an issue with one of their stores that close to West Hartford, Connecticut. Spoke to a woman by the name of Brenda, and in trying to resolve it she asked me for my ZIP Code and then she asked me to spell the city I lived in. I was only 10 minutes from their town so I asked if she has never heard of my town and she said no where is that the north end of Hartford. I was very taken back by this, and will never step foot in one of their stores, or affiliated stores again.
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January 2023 by Tierra Soap Company
Modern & Stylish furniture with a dash of eclectic
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January 2023 by Barbara L.
It was very refreshing to get great customer service and especially during the holiday season. The store manager Tiffany went above and beyond to help me get the perfect Christmas presents!! If you're ever in the Westport store and in need for customer service from someone that gives 200%, ask for Tiffany. She was phenomenal and I recommend her to anyone!!
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November 2022 by Allie Ruiz
It’s chaos in there right now. Looks like they’re a yard sale or something.
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October 2022 by Greg Zola
5 deliveries (so far) for a 3-component desk. West Elm can’t get out of their own way. Staff at store is delightful, yet apologetic and embarrassed about their outsourced logistics, delivery & assembly vendor. One component’s supply chain delay snowballed into costly errors for West Elm.Take it or leave it:[William’s-Sonoma+Pottery Barn+WestElm+Mark&Graham+Rejuvenation] …recruit some Amazon logistics managers and developers to better integrate multi-component tracking, backorder management, and product education/documentation among your manufacturing, logistics & customer service platforms.Left hand? Meet Right hand.Right hand? Meet Left.
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August 2022 by Corey C.
The people who work here are friendly and, on multiple occasions, went above and beyond to help me. I highly recommend this store!
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June 2022 by Jenna
I will never recommend or do business with West Elm again. I’ve been trying to return a defective couch for a year. Cushions were so thin all you felt was the frame/wood under your butt. West elm finally picked up my couch 2 weeks ago and I still have not seen my $1800 refunded to my credit card!!! I’ve literally called this company 25+ times spending at least an hour on the phone each time. Do yourself a favor and shop elsewhere - absolute worst customer service!!!!
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April 2022 by Michael R.
It has been almost a year since I shopped at the Westport store and still not have received most of my items. I understand delays are the norm these days but it's getting kind of ridiculous at this point. The numerous excuses I have heard over the past months are getting creative. These items were promised to me in Sept 2021 and now as we approach May 2022, there is still no firm estimated delivery in place. Even when I called the store months ago to speak to the salesperson who ensured of me of these items, she never returned my call. Granted, no guarantee she ever got the message given the numerous poor customer service reviews I have read about this store. I also went there last June to order lamps and the salesperson was useless. She told me to look it up on-line to figure it out. I asked for her help, so checked and she said the items were unavailable. So, when I got home, I looked on-line and it was available so I ordered it and it came right away. Now I am dealing with the corporate customer service who at least is professional. The Westport store, not so much. One thing for sure, I will never purchase from West Elm again. I know these are "first-world" problems and there are bigger issues in the world. But all I ask for is decent professional customer service when you go into a local store - that's actually why you go there in the first place, instead of ordering on-line. West Elm likes to remind me of their quality furniture. I remind them you can't have quality furniture if you actually don't have furniture.
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February 2022 by Natalie _
Really small store, not much to look at - wish they would open a bigger one.Secondly, the associates are just rude. We had one very nice conversation with a store manager and because of that ordered items through the store rather than online but every time we called them or asked for help they would answer the phone exasperated that they actually had to help a customer at all. The call center - which is also not great- was actually an improvement from the store experience.The entire experience just puts me off West Elm. As annoying as it is not to have one around us they should just close this and start anew.
