west elm

Shawn Chan

QUALITY DEFECT:I ordered 3 kitchen counter stools and one had major defect (paint was off and legs unbalanced). The defected one got returned twice and still is defected. BAD CUSTOMER SUPPORT: I called the support line twice (the 1st lady pretended there was a bad signal and cut off the phone; 2nd lady said she would work on my return and then hung up after 10min wait.) Wait time for each phone is about 20~40min. My recommendation is to only purchase small items but not any furniture.

Ivy Lim

Horrible customer service. Order was cancelled because they couldn’t find our address. We have not had any issues with our address from any other site. Tried to get it reordered but because it was no longer on sale but couldn’t get it at sale price. Customer service is how you retain customers. Will not be shopping on west elm or pottery barn, etc.

Anie Ajamian

This South Coast Plaza store doesn’t even know their return policy. Dealt with a very rude blonde lady that wouldn’t give me a refund on a quilt that became damaged after I washed it only once according to instructions, and I was still within the 30 day return window as well. All she offered me was store credit and treated me like I was crazy for expecting a return. She said she was doing me a favor and she shouldn’t even be returning it because they don’t accept returns on bedding. No where in their return policy does it say this. I called customer service afterwards and they said that she was wrong and should’ve given me a full refund. I recommend being careful with returns at this store because they clearly don’t know their policy or even abide by them. Horrible customer experience.

dianthe

If there was an option for putting zero stars for this review of this shameful company, I 110% would. Unfortunately, I had to put the undeserved one star just to be able to speak my mind. This was the worst store I have ever shopped at. I ordered a desk on October of last year, ever since then, they keep on postponing the delivery every month. Now the estimated delivery is August. So it has been 10 months since I ordered this desk. The customer service is disgusting, abhorrent. They keep on lying to me, stalling just to end the call and not deal or help me with my situation. The managers I talk to are extremely rude. I will keep on placing bad reviews, until I get my desk. Will continue...