Horrible Furniture Quality!
By susan salvucci on 21st January 2016
Horrible experience! Bought several thousand dollars worth of furniture. The two sofa's started falling apart after three months. Called West Elm in July and they sent out a furniture medic in September! Well, it has been 5 months and just got an answer yesterday saying the would only replace the foam. i ordered a charcoal color and the sofa's are blue? Frame is making noise every time you sit (furniture medic agreed) fabric is NOT holding up well at all! When the larger sofa arrived it had a whole on one side. I agreed to take a $150 discount and they are now telling me by taking that discount it made it a final sale! I also purchased the hand looped rug which fell apart in 5 weeks.. I returned that as well but could only get a credit where it was over 30 days?? Overall quality is horrible and they wouldn't do anything to replace the units. Love Crate and Barrel - more money but work the cost!!
By S. Soika on 3rd July 2014
Ordered a table from West Elm, June 18 and could not have been more excited. Was originally going to order a table from Prelora in Pittsburgh. Looking back, hmmmm may not have been a bad idea. As soon as I hit the button to pay my 800.00 bill, the misinformation started. I was told several different dates of delivery by different agents that work for West Elm or Pottery Barn. I had asked many times to speak to someone who knew what they were talking about or someone in a managerial position and the response was "no one knows more than me?" To my grave disappointment I finally received my table yesterday and one of the legs was a manufacturer defect. I do not live in the place where my table was being delivered and I had several important people coming to spend the weekend with me and my family. The deliver guys said "Well I guess we just have to take your table and they will send you a new one." I told them that my husband would fix the leg in the meantime and for whomever to send me a new leg. The customer service agent that the delivery man had me speak to was not apologetic and not helpful. I want some of my money back and the leg to my table delivered asap. No one even contacted me yesterday from any managerial position to address the situation. It's a shame that I will be furnishing my new home at a different establishment. Please be aware of the way that West Elm does business.