West Elm reviews and complaints 1
View all 121 complaintsWest Elm - Liz, the general manager at West Elm in Alexandria VA
Last week, I purchased patio furniture from West Elm. I scheduled delivery with West Elm for a 1-5 p.m. time frame on a Thursday. I'm moving, so I set up the delivery address for a storage unit.
The delivery company called me two times to change that delivery time to accommodate the driver (not worried about my schedule). The first time, I said I would not change the time, but the trucking company called back and asked again: "If the driver will meet you at 12 on the dot, will you allow him to make the delivery early?" I agreed. Bad choice; the driver was 50 minutes late leaving me waiting at the storage unit for almost an hour in 95 degree heat. My leaving early to meet the driver earlier than scheduled put me in hot water at my work because I hate to WAIT! I thought if the driver got there at 12 noon, I'd make it my lunch hour--instead, I was very late getting back to work.
I called the trucking company and reported the incident. The manager said he would not charge West Elm $149 for the delivery, and said I'd have to get the refund from West Elm who I'd already paid.
Bottom line? West Elm is refusing to give me the refund of $149 despite the trucking company not charging West Elm.
West Elm is ripping me off, big time. But, the kicker is, I just spent almost $4K in that store in the last year. This is how it treats its customers?
I have spent thousands of dollars at the West Elm on St. Asaph Street only to be treated horribly RUDE by Liz, the GM of the store.
I bought $2, 600 worth of patio furniture. I set up delivery for between 1-5 p.m. last Thursday. I'm moving so the delivery location was at a storage unit. I arranged at my job to leave at 1 p.m.
I got a called from Select Express and Logistics (trucking co.) to change those delivery hours (mainly to accommodate the driver). I adamantly refused because I had a deadline at work and needed to stay on schedule. A while later, the dispatcher called again saying, "If the driver meets you exactly at 12 noon on the dot, will you agree to that?" I regretfully agreed because the driver was ready early supposedly.
I got there at 11:45 a.m. (risked my job!) and the driver was a NO SHOW. He didn't arrive until almost an hour later leaving me in the 95 degree weather waiting at the gate to the storage unit.
I called the trucking company to report it and it said it would not bill West Elm and to get my money back from West Elm that was charged to my credit card. When I called "LIZ," the general manager who refused to give me her last name or the district manager's name was EXTREMELY RUDE to me. EXTREMELY SNOTTY! She had no intention of giving me a refund despite the trucking company not charging West Elm. BLATANTLY RIPPING ME OFF. She was so rude over the phone. I asked her, "Where's the customer service... you're not on my side at all!"
I want to return all the furniture! And I want a full refund. What's the policy for the return. Do I have 30 days? It's supposed to be a final sale, but I don't want to deal with a store who treats its customers like Liz treated me! I'm 64 years old — I don't need that from some ill-mannered store manager who doesn't pay her customers the respect they deserve! NO INDEED!
This store makes a lot of money; why would you allow a manager to insult your customers (who have spent thousands in your store) to the point the customer wants to bring the recently purchased items back for a return and promise to NEVER spend her money there again?
Life is short and times are rough; treating people badly, and ripping them off is uncalled for. Ripping off a 64-year-old lady is absurd!
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