Moved fast from not even on my radar to my least favorite store/website. (I want to be clear that most of the negatives here resulted from dealing with West Elm corporate customer service and its web sales, though I did visit the Fenway store, too). Over several months, the designers handling our renovation steered us to West Elm for three items: a bathroom mirror, an arc lamp, and a bureau. The mirror we bought in-person at Fenway. It was on sale, but I still thought it was very cheap construction with a dangerously flimsy mounting. The Fenway people were nice enough but were very slow processing this simple sale so I tried to do the rest through the website. Big mistake. Because of my trip for the mirror, I was inundated with marketing spam, sometimes two West Elm emails a day. None of the promised discounts actually worked, at least not according to their terms, so the next item that came (with allegedly free shipping) actually cost me a $23 handling charge. This was an arc lamp that came in two boxes. The box containing the base and stand was full of innumerable pieces of broken styrofoam: I'm still finding pellets of it stuck to the walls and off in corners. The white shade, which arrived in its own box, was completely covered with black, oily fingerprints. I should note, too, that this doesn't seem any different from an arc lamp I saw on Amazon for half the price. When I immediately called to get the shade replaced, my call was dropped two times before a third operator spent most of the time setting up the return of the ruined lampshade. I think the company should be more concerned about sending out the replacement, something they weren't going to do until several days after I was supposed to return the fingerprint shade. Finally, as others have noted, I am completely shocked to see that they have the gall to charge for sending a replacement part until the ruined part they should never have shipped is returned. I've never encountered a more off-putting policy. The operator did not warn me she was going to do this nor give me the option of going to Fenway with the ruined shade and doing a quick swap. To boot, that third item, a stock bureau, was ordered in February but, as of now, the very end of March, is "in Boston but not logged in so we have no actual delivery date to share with you." So, three strikes, and I am anticipating some kind of new problem(s) with this as-yet-to-be-produced bureau.
- no hardware for the chair (had to refuse delivery)
I will always refer people to West Elm, because of my positive experiences.
Normally when a company messes up royally they make it right or provide good follow up and information. I will now be waiting an additional month for the dining buffet. My chair will arrive after another week and the couch took 2 days to resolve. This was after me following up on numerous lengthy phone calls. I will surely think twice before ordering from West Elm, Pottery Barn and Williams Sonoma. I had furniture delivered by Macy's, Crate and Barrel, in addition to Raymour and Flanagan all in the same week. Not only did they provide superior service they followed through if there was even the slightest hiccup. I was disappointed because West Elm really has nice furniture. They just can't deliver the furniture or fix it quickly if something goes wrong.
I bought a westelm glass table 3 months ago, Unfurtunatelly the glass explode without an specific reason and I have been trying to contact with someone in their customer service department. The only instructions I receive was to send an email , It has passed one week without response. I just want to highlight the lack of customer services and quality in their products. I really like the design but the personal is a shame.
I ordered 3 pieces of furniture for delivery. When they arrived the following problems existed:
- instead of a dining buffet I was sent a children's blue dresser
- no bolts to attach the feet to the couch
I recently moved into a condo and needed to buy a new couch (I did not have one). I went to Fenway West Elm and found the perfect one, plus it was on sale. I decided that since a truck would be delivering the couch to my new condo, that all other furniture would also be coming from West Elm. I originally worked with Michael. He was so great. We were able to pick out many great pieces! I checked into the store a couple additional times before my actual furniture delivery date and worked with a couple additional employees. Everyone was great!
Inspiration through modern living. Parking is validated at the counter prior to leaving
West Elm is a US Furniture Store based in Boston, Massachusetts. West Elm is located at 160 Brookline Ave, Boston, MA 02215, USA.
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