Rejuvenation

Christopher L. 

on BBB

4 years ago

One of the worst companies you can ever purchase from. After spending thousands of dollars on furniture for our first child, they continue to push back delivery dates well past the time they promised due to "items being back ordered." When I placed the order in February, the items weren't on back order. Now we are sitting with tons of clothes and books in boxes waiting for our furniture that is never coming. Without a crib for a baby that is due any day. Not only do they not come through on what they promise, they also have ... read more

Catherine M 

on BBB

4 years ago

Omgoodness, what a terrible experience we have had with this company and in particular, this West Elm location. I wanted to wait until we got our furniture set up to see if the experience would get any better. However, today it got even worse. The first delivery of part of our furniture order was not set up as they should do so. The man from West Elm left one large box and two large exposed pieces of part of the set in our doorway. He was going to leave it out at the curb, but we told him no way. Apparently, he was supposed ... read more

Sandra A 

on BBB

4 years ago

I bought a bed on Dec 11. It was supposed to be delivered in Feb and they tried to deliver it today (April 15) but they could not assemble it because it wasn't built properly. Now they tell me a new bed can be delivered in the middle of August. I have spent well over 2 hours on the phone transferring me between the furniture **** and the delivery ****. Nobody knows how to make this right and take care of the customer. I paid $3,645 for a bed frame and they cannot expedite the replacement and they tell me it is the vendor's p... read more

Ash. 

on BBB

4 years ago

Absolutely worse customer service of my life This is the first time I've written an online review but feel compelled to do so after the horrible experience I've had over the past year with Pottery Barn.I ordered a patio dining set in April 2020, which was due to arrive in May 2020. The package never arrived and I called to check in on it in July, when I was told that it had already been delivered and someone must have taken it from our driveway. After multiple calls turns out that it hadn't arrived and still didn't cross the... read more

Omar V 

on BBB

4 years ago

If you care to save your sanity, save your time, save your wellness meditations, AVOID Pottery Barn/WIlliam Sonoma’s contact ‘support’. Their contact support service, returns and gift card issues are the worst! My case is like many others who had to return furniture, and the only kicker here is I received a gift card from a friend and used it. Well, let’s say at this point (12 calls later - no joke), I believe the CA DMV has treated me better than WS. 

Sarah S 

on BBB

4 years ago

Pottery Barn a division of William Sonoma - never will purchase from this company again! Horrible customer service on an order placed 8 months ago that we were billed over $5,388 for and only received cushons for the couch that still has never arrived. Customer service has been emailed and called over 12-13 times and no manager offered to help assist with location of our couch. Requesting a full refund since they charged our check card in December for full shipment never received - tracking information has never worked eithe... read more

Rachel C. 

on BBB

4 years ago

I would not recommend purchasing a sofa from West Elm. My four year old Henry 96” defective sofa has a couple tears due to a design flaw. There is a wooden or metal beam inside the couch sticking out a little that is causing the tears. I contacted West Elm to find out if they offer repair services. They directed me to Furniture Medic. I contacted Furniture Medic in the state where I live and they said they do not offer repairs for sofa. I contacted West Elm again asking for other recommendations for repair service and also t... read more

Mary G 

on BBB

4 years ago

If I could give 0 stars, I would. I have too many complaints to even begin writing about and have called and spent hours on the phone trying to "sort everything out." Nothing was sorted out. I emailed customer service 3 times... no response back, NOT ONE! They are horrible at pleasing customers and all they said is "I'm sorry." They must train their agents to just keep saying "I'm sorry", while they continue to charge you an arm and a leg for their products and their shipping charges. Such a ripoff!!! You can't even order th... read more

K.C. M 

on BBB

4 years ago

West elm has the worst customer service. I ordered a piece of furniture that was supposed to take 10 weeks to be built and delivered, it took over 20 weeks and I was never notified of any updates on the progress of my order. When the order arrived it was a completely wrong piece of furniture, seeing that I ordered an ottoman and received banquette bench. When I called customer service they said they would have to re-order the item which would be Another 10 weeks at minimum. Or I could just take the refund. They offered no he... read more