When buying a couch I usually try to picture myself looking good on the couch in a satin bathrobe while sipping a cocktail - but nothing in this store could I see myself looking good on or near in such a situation. We were not happy to say the least. Beware of these guys - you will spend a lot of time talking to them and Ryder last mile - will do nothing good. Even though I never received a call. They are having an one day sale and I didn't want to pay shipping so I called the store to check on a couple of items, then call back for more. I just called back to confirm it will be delivered on the date listed and they're pushing it back another 10 days for the estimate. She's been at West Elm for 9 years and I guess that's 9 years too long. It is not discount or deal priced but they always have some unique statement pieces as well as classic foundation pieces. No response. She clearly had a very negative, defensive attitude from the moment she walked up. I had a perfect experience at this store. I do like how the base of the couch is higher in the back, and the arms swoop down to a comfortable height to rest your arms on. How on earth would we seamlessly combine all the old furniture and tchotchkes with a heck of a lot of new stuff we were going to have to buy - and without the luxury of time? I need to run after the managers and ask for help ... and when I finally caught sight, I feel that they do not want to sell the thing !!! They provided the name and the person simply never reached out. Our money is essentially bound to the "gift card" we had no knowledge of purchasing. After the long wait, we asked Randy to check on the status of the Manager. He then said the leadership teams want him to verify. The metal legs immediately draw my eyes. We got a lot of things from West Elm for our new home but mostly online. This is one of the best times to be an online furniture and home decor shopper. The table is also wobbly. Rico, took his time and listened to me, while I described the damages to the table and chairs. Here's why they won't succeed in this location: lack of inventory on the floor and horrible (if even existent) service. Delivery Attempt 2: Three weeks later They deliver the arms of the couch. I was lucky enough to be placed with Lisa a design specialist who genuinely cares about helping people. She could not back it up nor was the management willing to do so. He also helped me select and create a display for a tray, as well as find new bench for my entryway. Before I jump into the reviews, though, let me lay out what is important to me when choosing a sofa for my home. For example, there was no harp in the box, which means I could not attach the shade to the base. I also wonder if she treats white customers like a this as well or if she's just another racist of San Ramon. We spend a substantial amount during our first purchase where the girl who worked there (Erica) didn't inform us about the Key Rewards. My roller chair is losing ball bearings all over the place (luckily my cat hasn't eaten any before I find them). Delivery issues. The hinge has worn out and no longer will keep the two pieces (sofa and lounge piece together). Some shoppers have brought up issues with the longevity of their West Elm pieces. Disappointed. West Elm carries home goods that are both imported from overseas and assembled in the US. With a conventional chaise, you either need to lay across it with your legs extended or sit and not have any back support. West Elm should revise this agreement with UPS to allow the full range of customer preferences available at My UPS to be available for customers. I am enjoying the furniture and appreciate their support and coming to the home to provide a consultation. We ordered a table and a couch. Not made in USA but better build quality than Restoration Hardware and a lower price (see their display in San Leandro). Sometimes places are "overly helpful" AKA pushy. Does not allow UPS to send packages to UPS access points nor to call the customer to let them know the package has arrived. If you use one of these and buy something, Slumber Search may make a small amount of money. Very pleased with the furniture and the customer service. My custom order leather sofa came in with multiple oil stains after waiting for 3 months. After playing phone tag with the delivery center I was informed that the top to the dining table top had been "damaged" at the delivery center, thus deemed unavailable for delivery. Even so, there has been some mixed feedback from shoppers regarding issues with delivery and the perceived quality of their items in some instances. (adsbygoogle = window.adsbygoogle || []).push({}); Necessary cookies are absolutely essential for the website to function properly. My only negative is they don't stock a lot of stuff so you have to order and wait even for smaller items. Good for the planet. The one who helped us with our item (if you can even call it help) left us feeling like we were bothering her just because we wanted to buy something and was such a buzzkill to do business with. The second time we were here to checkout curtain and curtain hardware. If you ever have to deal with corporate customer service they experience get's worst. He stated he wasn't a designer, but for someone with such great perspective and customer service (oh aaaand he's studying design in school) he is by far the best designer we've encountered. I've purchased several sofas in my life and I've never had one fray and the material pile. Additionally, there is a singular stand-out employee in Garren. Defective products poorly adapted to the UK which cause the products to fail or in my case, for a pendant light to fall... Communication to resolve the issue is just impossible. Key Rewards gives your 3% of your money back to use on your next purchase. The single best customer service experience -- courtesy of Elisa who has personal shopped, picked, designed and advised us for months ... Shes dynamite, her professionalism and friendliness is unmatched. These items include pieces that are sustainably sourced, Fair Trade Certified™, organic, handcrafted, GREENGUARD Gold Certified, and even pieces from local makers. Ridiculously awful customer service. I've been waiting for a couch for over a month now and have yet to hear anything about it. West Elm's tiered pricing deals are full of false advertising. So nearly 90 days later and I have one item that is good. The other person pushed that heavily "just go on-line". So it was like a catch and cradle kind of sensation. I would not buy furniture at West Elm again. The quality of a sofa I purchased is very disappointing. Overall impression: The Enzo model on the floor had one storage arm and a regular arm. It’s not inviting in the comfy cozy way, and I think it would make a better piece for an office setting or more formal living area. We cannot use our Credit Card Reward dollars because we have to look for those in the mail. I threw it in the wash and when I pulled it out I noticed pieces of it were coming off. Chaise seat cushion features a top seam. Lots of "in style" furniture to choose from. I couldn't believe their own company would do that to their own employees. Shortly after my final email to West Elm, the frame in the middle of the sofa broke (we are regular sized people). I felt bad for them though cause they were trying to help me on a cancelled order I didn't get refunded for and the internal service agent kept on purposely hanging up on them multiple times when asking billing questions! It is only about a five on the comfort scale. Before we delve in to our in depth west elm Crosby 3 Seater Sofa review, here’s what the seller, John Lewis had to say about the item in their product description: Add a rustic edge to your home with west elm’s Crosby 3 seater sofa with scatter cushions. The cons: Some shipping issues and durability concerns. The first was cancelled because the team member quit, and the second appointment was actually never input into the system. When it same to colors, textures, space and the overall look and feel we wanted, their advice was spot-on. Slumber Search is supported by readers. Founded in 2002 by the retail powerhouse, Williams Sonoma Inc., West Elm has become an increasingly popular brand for modern home furnishings over the years. Prices are competitive with like stores. Beautiful new store! She further insulted us, and it was clear that she was not going to be of any help, so we left. At first they ship damaged furniture, then they delay delivery without notification, then they schedule an appointment with complete disregard to what I asked. This is called a "split order," because we did one large order, under one bulk $250 shipping fee, and split the order between two different cards. No. The store looked beautiful and bright and everyone was super friendly! ", why? I was looking for a simple white duvet, and this one looked gorgeous on the website. I … The furniture and decor all look modern, but it's all built by low-skill workers in 3rd world countries and the quality shows. Not wanting to deal with the same issue I declined. The store has too many different sales promotions, and they are all created as a bait-and-switch. i called hoboken shop they called me back 1.5 hrs later to say he cannot come back. I’d give it a 7 on the nappability scale! 1. You guys! It's four weeks late and no one can seem to tell me where it is and when it will be delivered. The cons: Some complaints about perceived quality given the price points. In May 2019, I wrote to West Elm customer service. The reviews here are aggregated from other sources across the Internet and although we have tried only to find trustworthy reviews, the content and scores here may be subject to manipulation by agents acting on behalf of manufacturers and marketers. When you look closer at the asterisk and the tiny print, it says it does not include "Design Deals." Have spent the last 4 months trying to manage the return and receive my refund. When I had it repaired by a professional, they showed me that the stitching was never finished in a way that would hold up. Just to preface, this review is more specific to West Elm's processes I experienced after spending over 6K in the Palm Springs store. I've purchased several sofas in my life and I've never had one fray and the material pile. The dresser has a crack in the wood and the knight stand base is messed up. It was odd and uncomfortable. Finally had to ask if there was anyone that can help me. I would simply say "I'm sorry but as per our policy...." Instead, the employee named Sabrina decided it was a good idea to LECTURE me LOUDLY about their return policies in front of everyone. Once you start digging, you realize that West Elm has terrible, overpriced products and extremely lacking customer service. We were going to get a couch as well, but wasn't thrilled with the limited fabric choices and over two month lead time. With the holidays around you probably have guests and are thinking about extra space. As an aside, later, Travis at H3K (that will be a separate review) filled in all the blanks while adding original art and lots of fun and whimsical items (in his words, "Ok, you have a tasteful home, now let me get in there and make it FUN!"). The showroom model is just the 92” sofa, which wouldn’t provide enough seating for our home. This category only includes cookies that ensures basic functionalities and security features of the website. Featuring clean lines and tailored details, our Harris Collection's go-with-anything design is an instant crowd-pleaser. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. Not as cushioned as I usually like it, either. Made to order. This place redeemed itself when Rico helped me over the phone and had some charisma, engagement and interest in my call. When it comes to the pieces that West Elm's shoppers are most excited about, there are a few popular requests that customers make again and again. But, after you order--they can't seem to get their delivery correct. They said that talking to the distributors directly is the only thing we can do at this point. Not functional. Great store and customer service. So let's review: We are unable to get a legitimate debit card/bank refund on the thousands of dollars we spent at West Elm, it is put on a gift card that can only be spent at West Elm. So they said they would issue a check. West Elm shoppers are oftentimes in search of a unique lighting piece to brighten up their spaces. Within two months the sofa looked awful - dirty, pulled threads on the entire sofa. Now, waiting another 2 weeks for a shipment. But the juxtaposition of the boxy frame with the overstuffed cushions gives it a comfortable look and feel, while also seemingly durable and sturdy. I unboxed my order at home and only received the top of the table. So I start digging. we bought a table & bench from west elm hoboken. top online furniture alternative, Arhaus. I came in today to return 3 (out of 25 items) that I purchased and the manager (long curlyish hair tall women) came up and was so Rude that I just couldn't believe my ears. Do yourself a favor and avoid. Just expected a little more options when ordering such an expensive "custom" item. No explanation. I like the idea of multiple throw pillows lined across the back as opposed to the traditional larger back cushions, and the arms even look a bit overstuffed, giving it a big cushiony vibe, which is very inviting. We told Randy that we were highly offended by his insulting statements, and that was no way to act towards a customer. I now have to wait another week for the base because the store messed up my order. Available colors: 94 upholstery options, 3 leather options, Depth Options: Standard (41”) or extra deep (47”). If you have a contemporary or midcentury modern aesthetic in your home, the West Elm Harmony Sofa would likely pique your interest. Leg Options: Standard is without legs, loft option comes with legs, Available colors: 96 upholstery options, 10 leather options, Leg Options: Loft version has 3 leg options, Available colors: 96 upholstery options, 8 leather options (including vegan), Cushion Style: Toss back or boxed cushion, Available colors: 10 leather options, including vegan. I'm sorry - that's not what the gift card itself says, and its 2018: I'm pretty sure WE can figure out how to do an online transaction. Better priced online and I don't have to deal with people that don't find me suitable to be greeted. I have ordered items from West Elm in the past, but this is the first time I have flat out been told that they have no idea when I will get my furniture. Additional Details: Reversible cushions. Before we eventually just hung up traditional spring mattress has a small home boutique or on-line can. Have my feet still touch the floor attentive and have always had consistently good service a! 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