I am a bit shocked to read these negative reviews. The place looks curated, the display goods are enticing...
but, now, I understand that I should have looked at complaints pages before ordering my rug online!
...the days are ticking by with no sign of a delivery. No follow-up by West Elm with customer satisfaction enquiries was offered...I phoned the US call centre re no sign of delivery and was told that the delivery company had been changed...when I asked how long I could expect for my rug to arrive, by small parcel delivery which the item is not, being 210cm by 144 cm, the call centre assistant nonchalantly replied 'Oh well. get back in about 5 days time'. That would be a month since the payment was made from my account...hmmm. my fingers are crossed.
I used to love West elm, and it pains me that now they are one of my most hated companies.
Why? Because they simply have the WORST customer service I've ever had the displeasure to deal with.
I had a very simple issue to resolve, but instead of West elm just solving it ... they kept pushing it all back on me. Even though quite literally it was their problem. haha. At the 4th point of contact I gave up, they had no solutions, didn't even bother to read the emails, said they'd phone back and didn't, and they were actually quite personal and patronising all 4 times that I had contact with them. I think they whould read a book on what customer service is, because clearly they have NO interest or idea in being normal. SO DISAPPOINTING.
I wanted to love West elm, but yep ... we DEFINITELY need to see other people. And for the record, it's not me it's you.
West elm has 2 coffee tables I like. To see both I travelled from Bondi Junction to Chatswood. At the Chatswood store I made my choice and decided to order. There was no price on the item but I had been given a quote at the junction. The Chatswood sales assistant, said "$599 I think, yes definitely $599. And you can fit it in your car and save the $50 delivery". I thought Bondi junction had quoted $100 less, but being unsure I rang to check. Yes, $499. I decided to order over the phone from Bondi. After holding on for 20 minutes I gave up. A few days later I tried again. After 9, yes 9 phone calls which rang out - no way of leaving a message - someone answered. I tried to order the table and said I would pick it up. If I pick it up I was told, it would take 2weeks longer and I had only 2 days in which I could collect it. Okay I decided to go ahead, whereupon the order taker decided to check with the management to see if in fact I could pick it up. It is Thursday morning.read more
I absolutely fell in love with West Elm (and its sister companies) and was excited when they first opened up in Bondi. I loved the store and the products, but after having purchased an item from them (the Patchwork dresser), I no longer hold them in such high regard.
The dresser we received was in decent condition. There were a few nicks, but nothing worth complaining about. However, after months of use, many of the grooves for the screw-on knobs have already worn out and cannot be used to open the drawers. (Which then begs the question, how else do you open the damnread more
As it turns out, West Elm customer service have asked me to return the faulty dresser and repurchase the item at a price that is now more expensive than what I originally paid.
I have to fork out more money to a company who sold me a bad product?
Ordered a rug 4months ago, still no sign of it,rang again & cancelled. They never have anything in stock, customer service a joke
Just would like to say, @westelm at the Bondi Junction store has some really bad service even when your purchasing a piece of furniture $1000 + they put a un negotiable delivery fee of 20% with these figures you think they can provide a better quality of service. The processes with in the company really need a hard look at, Management them selves require the training.
Being in the industry of commercial Architecture and fit-outs probably wouldn't recommend