Rejuvenation

laura b 

on BBB

4 years ago

Awful experience. I spent many hours trying to get delivery of an order they had already charged me for, with no success. I had to send back a broken, defective product after months of waiting (while they held my $1000). I will never shop At West Elm again. I ordered a bed in February to be delivered in March. Received confirmation of order and estimated delivery date of March 19. Received no other contact from company. Tracking consistently showed a delivery date of late March until I checked in early April and the delivery... read more

ek e 

on BBB

4 years ago

RUN!!! worst company ever, i will not step foot in this place and writing this review to save all of you the headache. I am still missing my couch i paid thousands for lost in purgotory. i have spoken to 15..... 15!!! different reps who will not send you to management and who are alway busy or away... one manager named Prince ****** respond to my email reussuring to stay in contact through the delays. 2 weeks into it i did not get any answers and no rensonpse to calls/emails. 3 months latter i received a refund check. 7 mont... read more

Julie R 

on BBB

4 years ago

I purchased the **************** sofa, and within 2 years the structural frame members split in two places. When I took the fabric off the bottom of the sofa to look, the framing members that split were made of particle board, not lumber. Neither the manager of the store where I bought it or customer service would do a thing about it. I would think a sofa from Pottery Barn would last more than 2 years, or that they's stand by their product. Neither is true. 

Ellen M 

on BBB

4 years ago

I ordered a bench from West Elm in November of 2020 with an estimated delivery date in mid-December. This date was eventually pushed to late December, early January, late January and then April! I contacted customer support multiple times asking for an update and received unhelpful responses every time. Then, on April 1st, one week before the bench was supposed to be delivered, I checked the website for a status update and my order had been cancelled. No one contacted me to notify me. I contacted customer support once again ... read more

Amy F 

on BBB

4 years ago

I placed an order for a piece of furniture in September 2020 and the order keeps getting delayed...most recently to June 2021. I understand COVID, but this is completely insane. The only thing that’s more insane is that I’ve been trying to cancel this order and get a refund and customer service is saying no. What?!? it’s dishonest and sketchy to sell a piece of furniture, change the delivery date by over 8 months, and then say non cancelable. I will never purchase from west elm again. 

Michelle C 

on BBB

4 years ago

I called customer service regarding a clear mathematical error in the invoice for my purchase from Pottery Barn (i.e., $39.50 product + 8.00 shipping + 3.04 taxes does not = $70.54). I was informed that the $20 difference was due to a recently implemented Hawaii surcharge, which was not disclosed prior to purchase and which did not appear in the invoice (resulting in the apparent mathematical error which prompted my call in the first place). I have purchased from Pottery Barn many times previously without the surcharge and w... read more

Ben I 

on BBB

4 years ago

My wife and I have been customers of West Elm for many years. However, after the recent experience we have had, I’m sad to say we will never shop with there again. We purchased a dining table and bench on September 1, 2020. I have emailed/called the customer service departments too many times to count over the past 4 months. Today, I was informed that the table is actually backordered and would require an additional 4 months and best-case delivery would be sometime in July 2021. My credit card was charged in November 2020 wi... read more

Kimberly C 

on BBB

4 years ago

For the longest time, I have wanted furniture from Pottery Barn. Nearly 5 months ago, I ordered three chairs. I just received them this week and one of the chairs had no legs. For several months, I had reached out to customer service multiple times on their contact form (website) for updates regarding the order status, with no responses ever. I have had to call customer service three times since the chairs were delivered to get the missing chair legs sent to me, which I was told would be an additional 2 weeks and expediting ... read more

Jan H 

on BBB

4 years ago

I purchased a sofa November 9 2020. It's been more than 4 months and I have not received the sofa, nor received communication with every delay and miss in stated delivery period. The item was originally stated for delivery in 8 weeks. With every delay, I've had to call to find out what's going and had the website with order detail refresh before my eyes as I'm talking to a rep. If I had been properly informed and had been given the right expected delivery date of 6 months (due to the latest projected date), I would have boug... read more