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March 2024 by Zappora James
I attempted to leave a review the first time and it was scrubbed. My experience with this staff in particular is peak unprofessionalism. The company itself is notorious for its poor quality furniture and shipping delays so there is no use in going on about that, you already know that.
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December 2023 by Jennifer Rivera-Bagley
I tried calling the customer service team but no one there was able to resolve the issues I've had with a sectional I purchased.Here is a list of problems I've had with the sectional that I purchased.-It took 6 months for delivery-Hardware was missing when it was delivered and we never recieved replacements-We payed for assembly but they left it half assembled in our living room-There was a large gray stain on one of the cushions when delivered- One of the backrest cushions was not filled completely and looks deflated- The sectional is not stable when we sit on it and wobblesI called Customer Service multiple times about the issues. They forwarded me from person to person like it was some kind of game. One of them even pretended to be a manager, promised to resolve all the quality issues, and then ghosted me.I can not tell you how angry I feel that my husband and I saved up our hard earned money to purchase a product from West Elm. We thought we would receive our money's worth but definitely got scammed. Every day that I sit or look at the couch I feel regret. I wish I had looked at the reviews before purchasing. They definitely do not value or respect their customers.
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November 2023 by Kevin Walker
Ordered a bedroom set on Sept. 3rd and still don’t have the full set two months later.Delayed delivery of an “In Stock” bedroom set. No communication from West Elm. Once the set finally showed up the hardware was missing for the bed.Customer service unable to tell us if the hardware could be reordered and sent to us. A request was made and took multiple weeks to get and answer. Got a tracking number for the hardware and it’s status has been “label created” for 5 days! Still no communication from West Elm. They seem to have no interest in making their customers whole.
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October 2023 by Tej Ghimire
This review is for customer service.I had an extremely frustrating experience with this store. I scheduled an in-person design consultation, and not only did no one show up the first time, but the same thing happened when I rescheduled for the following week, even after receiving reminder emails and texts. When I finally called to confirm, a lady informed me that they only do virtual sessions and chalked it up to miscommunication. It’s baffling that they sent me appointment reminders via email and text, only to claim they didn’t have my information. This level of customer service is simply unacceptable.
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October 2023 by Linnea Zimmerman
The store is fine and the people are nice but the customer service of West Elm in general is AWFUL. I purchased two mirrors that I was told needed to be shipped White Glove which is an exorbitant charge. Its been over a month and I havent received any updates. I called customer service and was pushed to delivery who pushed me to the contractor. The contractor told me they delivered the packages while I was out of town, which I didnt receive any notice or follow-up. I called West Elm to get the package refunded and they said because they dont have a record of it being delivered I should just wait and they wont refund my order. ABSOLUTELY TERRIBLE. Unless you can take it from the store, dont even both trying to get it shipped.
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October 2023 by Mitchell Powell
The worst customer service I’ve ever had to deal with. Every time we called customer service they gave us a different and contradicting story of why the couch was delayed. Couch was supposed to be delivered early September and 5 weeks later we finally got the order cancelled. DO NOT BUY FROM THIS TERRIBLE COMPANY
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September 2023 by D M
I have always loved this store and it's employees. But I haven't experienced customer service like Jassmyn at Harbor Point provided from anywhere in forever. Just so exceptionally above and beyond my expectations. Even as a designer, I never would have known to ask certain questions about a product that she stepped up to provide answers for, giving me MORE than what I needed for less. Ask for Jassmyn the next time you're there! Love her!
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June 2023 by Edrika G.
I came in to look at some sectionals in person. The reps pretty much left us alone until we approached them with a question. She explained which line of sofas came in the size I was looking for. She also explained shipping times and how to go on-line to 'build your own'. I specifically like the amount of options they have for the right facing chaise! I just hope I have a good experience after reading all of the reviews below. We'll see.
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June 2023 by Jeffrey L.
I am giving a one star because my review will not be accepted with out a star rating and zero is not a choice.The customer service is horrible.The followup is non-existent.We will not buy from them again.
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April 2023 by Melike Harfouche
Very poor quality control. I had an item delivered to me damaged three times, and am still waiting for a non-damaged version. I highly caution against ordering something from this company as they clearly do not care about the quality of the products they deliver.
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March 2023 by maura g.
I was super skeptical to visit this location after I read the reviews and saw the ratings, but I decided to head up to Baltimore regardless to check out what this location had in store. Dorinda greeted me upon arrival and informed me that she would be with me momentarily. She provided outstanding customer service, informing me of all the different sectionals that they had in store and the different fabrics. She even highlighted which ones shipped sooner than others. when I asked questions about the colors and fabrics in store versus how they looked online, because they appeared different to me and Dorinda went out of her way to show me the different fabrics under inside lighting compared to how they would look with natural light. She even took a pillow outside on the street to show for comparison. Overall, I was very impressed with this shopping experience. Dorinda was very patient and knowledgeable about what West Elm had in stock and what were suitable substitutes.
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March 2023 by Melike H.
I highly caution against ordering from this company. They send items damaged, and do very little to actually help the customer replace and obtain a non-damaged item. The mid-century table has been delivered to me damaged three times. Their delivery company (Fidelitone) doesn't even inspect boxes externally prior to delivery, so much so that they actually tried to deliver a box that was busted with a clearly damaged item visible.
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March 2023 by Shaunda Sinclair
Sadly, Was about to place an order for 2 twin captain beds but I will pass based off these reviews. Thanks you guys. Now I’m afraid to try pottery barn kids due to it being an sister company Ughh! …. Gosh I miss Berg furniture. Their children loft beds were on point!
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February 2023 by Urban Roots Company
This shop is absolutely gorgeous...and they support Small and Local Businesses. Helpful and knowledgeable team
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December 2022 by Roberto Mangioni
Be aware of this company. Their quality control and costumer service are the worst. They sell expensive items with defects and won`t take it back.
