West Elm - South End
I have been a loyal and enthusiastic customer of the west elm family of brands most of my adult life. And after this experience I am no longer a customer. I ordered a table through them and waited 4 weeks for it to come in. Drove to the store to pick it up, it's not an easy store to get to. When I got home I unboxed the million pieces of cardboard which I had to dispose of and discovered my table was damaged. I called Customer service and they scheduled to pick up the return. However the day they were to pick up the table they went to the store and not my house. So I wasted a vacation day for nothing. I had to get a truck to take it back to the store. The damage was not our fault but yet we have to jump through hoops to make it right. Completely unacceptable lack of customer service. Please know when you shop here they are not going to do what is right to fix a situation that they caused. Additionally it is important to note that the quality of these pieces today is not what it used to be. Incredibly disappointed and won't ever be back again.
Giving a 1 star rating not because of the quality of furniture but due to the customer service at this location. We were looking to purchase the Porto outdoor furniture set, with the large sofa, 2 swivel chairs, and two outdoor tables. However, when asking the customer service rep at the register, who was completely disengaged, to look to have the furniture ordered, he looked up the pieces we wanted and stated Thats not on the website. Clearly you have it in the store, therefore it must be on the site. I looked it up, on my cell while in store, and it clearly stated Our of Stock. Which is fine, and understandable. When we asked if we could purchase the chair that was on the floor his comment was Well, I mean, Id have to ask the manager.With no possible outcome of him asking the manager, we stated Will you ask the manager? He begrudgingly stepped 4 feet to his right and asked another person (whom we assume is the manager?) if it could be sold. And we were given a quick No. This was positively the worst experience I have ever had at West Elm. We have many pieces of West Elm furniture, as it fits our homes style era and decor. Needless to say, we left without any furniture. And even though I did find that suite on the website the next day, and all of the pieces we wanted were in stock, out of sheer principle, we went to Restoration Hardware and bought a different set that was similar in style, called the Capri. And at Restoration Hardware, we were given customer service that was ABOVE and beyond. And yes, Restoration Hardware in South Park will receive the glowing review that they deserve.
Beautiful location! They have a lot of good stuff sp couches and home decor! Plus the free parking which I think is really bug plus
If I could give West Elm 0 stars I would. Absolutely WORST experience dealing with this company. I ordered a couch back in August. They told me they would charge my credit card the remaining balance when it shipped. I received an email in Oct saying it was ready for delivery. I scheduled and they charged my card the remaining balance. The morning of the delivery, I received a text message canceling with no explanation. When I called, they told me they were missing one piece of the couch. They never credited back my card. They have rescheduled and cancelled 2 more times after that. Customer service is not helpful at all. No one knows what is going on. They told me they were going to deliver part of the couch and I would receive the corner unit when it was in. Absolutely disgusting. Never again!
We bought five of the slope leather bar stools. While the stools look great, it says they come with plastic gliders to protect the floors and none of our stools did. Our wood floors have been badly damaged after six months without. We have called customer service several times first with their promises to call back (never happened), then with a commitment to send them (never happened), then saying they had submitted a request for the parts and would be back in touch with us (never happened). We have tried to stick felt tips of various shapes and sizes on the bottom of the stools in the interim, but they always fall off. Long story short: We spent a small fortune on bar stools. We cant get West Elm to send plastic gliders. Our wood floors are in terrible condition as a result. Disappointing. Unacceptable.