West Elm

Initially dreadful customer service. I ordered curtains and a curtain rod from west elm online. It all took nearly two weeks to arrive. Unfortunately, the curtain rod box was damaged and a taped together mess. The mounts were missing.
When I called to request the mounts, I was told I would have to wait 9 days for the missing hardware to arrive. When I became upset, the woman offered expedited shipping, only to later say it wasn’t possible. During the ONE HOUR call, she mentioned that UPS could pick up my return tomorrow but couldn’t deliver the missing parts for nearly a week and a half. She stated they don’t have expedited shipping, odd because the curtains arrived via 3 day shipping UPS.
Three days later, I got a package labeled hardware, unfortunately not the «right» hardware. I really wanted to improve the rating and put up my curtains today, no luck unfortunately.

I will never ever shop here again, and that is a shame because I spent a lot of money here already. I ordered a Rochester sofa in early May, and it is now August and it still hasn’t come. The West Elm store and the West Elm corporate people have no idea where the sofa is, then they know where it is, then they can’t find it– right now it’s been on a trailer probably getting bedbugs for two months. The best was when they offered me a few free items to compensate me for sitting on the floor for 16 weeks-​ish, and then they never sent them, couldn’t find the order, and didn’t have tracking information again.
I should have known to go to Crate and Barrel instead when the older blonde woman at West Elm basically caused me to go running 100 miles an hour out of the store the first time because she wouldn’t let me pick my own fabrics and instead, kept trying to force her taste on me.
This place is a DISASTER, a well-​presented, beautiful hot mess of a disaster, but a disaster nonetheless. HOW does a SOFA STORE lose a SOFA? It’s not that small!