West Elm

Full review
I tried to buy a bed frame online at westelm.com and I should have known from that trying experience that it was going to get worse.  As I was trying to finalize my order, the screen froze and I got a message that I would need to call customer service.  I was then told that it could take up to 24 hours for the system (my order) to clear & was advised not to place another order until that happened.  That is ridiculous in of itself.

Got the bed frame eventually and within 2 months, 2 of the corner support pieces had split in two and the bed frame collapsed.  Clearly the wood was flawed.  I have tried for 2 months to get replacement pieces to no avail. 

Today was the 3rd time I have called.  The first time the rep ordered a center piece when I stated it was triangular corner support piece.  I offered to take a photo & email it but she didn't want me to do that.  The 2nd time I was told the wrong part was ordered (nobody informed me so 3 weeks was wasted).  The 3rd time I called, the 2nd call and attempt to get the right parts was not even recorded.  Now I'm assured it'll be 7-10 days before the parts arrive.  I have ZERO faith in West Elm getting this done.  There is a SERIOUS disconnect with their customer service. 

The products are relatively affordable, but the quality is suspect and you suffer from poor customer 'service' if you have an issue.  I will never spend my hard earned money with this company again.

p.s. note to customer service training dept...  advise your reps to give a sincere apology when a customer is this inconvenienced.  it's the little things that can help rectify a bad situation.