West Elm – Told to buy missing parts myself after damage

Our original order for this mailbox was placed on 07/04/23. When the order was placed, I selected the mailbox which included the address numbers. We received our first shipment on 08/01/23, it was damaged and missing numbers. The order was shipped back. The replacement was received on 08/11/23, This one was also dented, but we kept it. This one also did not bring the address numbers we paid for. I did not notice the numbers were missing until Friday when they installed it.

I went ahead and called customer service and spoke to a very kind and helpful agent named Nekita. we were on the call for 2 hours. during this call, she escalated it to a senior representative who later said they couldn't guarantee the mailbox numbers and said to find them on Amazon and they would credit my account. I did in fact find them on Amazon, I also found the mailbox on there for 1/2 the price. I believe this is super bad for business as it is the exact same mailbox and I have had to go to UPS and been on calls with customer service for over 3 hours collectively.