Rejuvenation

Zachary J 

on BBB

3 years ago

Where do I begin? Hands down West Elm is the worst company I have ever worked with. I have spent over 10hr on the phone with the company and they have still not resolved the issue or returned my money. I had two separate orders with multiple items placed on 9/23/21. This is where thing takes a turn for the worst. West Elm's computer system could not let the delivery portion of the company know that there were two orders to the same location (delivery service seems to operate completely separate from the rest of the company, ... read more

Jeanetta K 

on BBB

3 years ago

Purchased one size large personalized Christmas stocking on the website. When the order confirmation was displayed on the screen there was a size medium stocking also in the order somehow, likely due to a website issue as the agent mentioned she just had somebody call about the same thing. I called Pottery Barn customer service immediately (within 2 minutes) and was told the second stocking, that was somehow added to the order, could not be cancelled. This order was not in fulfillment, I didn't even get an order acknowledgme... read more

RT 

on BBB

3 years ago

Had a truly awful experience with West Elm and thought Id share. Over the course of a week I purchased some dining room chairs and a bedroom set that together totaled about $9,400. This is a lot of money to us, but we needed new furniture and really liked the design. The quality seemed nice as well. The furniture is on backorder and not expected to arrive for at least a month but the chairs arrive in about 10 day. The day I receive the dining chairs, I also receive a Black Friday email ad saying the chairs are now $600 less ... read more

Ruby H 

on BBB

3 years ago

I'm starting to see a pattern. My experience is similar to other reviews. I ordered a sectional at the beginning of summer with an estimated delivery date approximately 3 months. The delivery dates have been delayed multiple times. Now it's marked as backordered and the estimated date pushed back (once again) to the next year. Given the long delay, I tried to cancel my order but was told they are unable to do so until the item arrives at the dock... I understand the shipping delays due to COVID, but had I known about their r... read more

Gracie R 

on BBB

3 years ago

I am shocked! Purchased a lampshade at Pottery Barn (owned by ******* Sonoma). Didn't fit so returned it, following their directions. Told I would receive a full refund, but come to see that for a $79 lampshade, they charged me $40 return fee, taxes on the return fee, taxes AGAIN on the item. When I protested loudly, rep told me I was the FIRST PERSON who had ever complained!!! Bull!.... That is beyond a red flag -- DO NOT BUY FROM ******** SONOMA!!! 

Sandra C 

on BBB

3 years ago

I wish I would have taken these reviews to heart. The customer service at ******************** is the worst customer I have experienced given the price of their products. They do not care in the least about the satisfaction of their customers. I will never order from them again, and I will be as vocal as possible to everyone I know so as to prevent as many purchases as possible from this vendor. They have no knowledge of their products and just truly do not care and do not try to rectify the problem. I spent over an hour on ... read more

Agnes R 

on BBB

3 years ago

I placed an order for a sectional sofa , worth almost $3000 with a home delivery, with West Elm in July, 2021. The delivery was scheduled for October 9th. On the day of delivery, I got an email that my delivery is canceled. When I called the Home Delivery Unit, they told me that they are not able to find one of the pieces of my sectional and they have to reschedule my delivery. In a meantime, my sectional was fully paid for. Three days later, I received an unapologetic email that the replacement delivery of my sectional sofa... read more

Darren C 

on BBB

3 years ago

Terrible experience. Ordered a dream swivel chair and expected delivery was 2-4 weeks. Once purchase was complete they give an estimated delivery date of 5 months into the future. I attempted to cancel order immediately but they dont not allow. They have had a $1200 hold on my credit card since then. I will not be shopping with them again, they are refusing a return until it gets to my distribution center so they can claim there restocking fee. I told them I would pay that immediate to cancel the order and they refused so no... read more

Noelle S. 

on BBB

3 years ago

I ordered a coffee pot and within 48 hours, a piece of cheap plastic broke. I called customer service, was passed back and forth between departments, hung up on by a supervisor, spoken over while trying to express my issue, and after 5 different people and 3 phone calls, I received an acceptable resolution. I posted a review regarding the product and my poor customer service experience and my review was intercepted and silenced! They would not post my review because it directs away business. This company is inappropriately a... read more