I'm seeking alternative ways to contact West Elm customer service regarding a damaged furniture delivery. Despite multiple attempts through various channels over the past 4 months, including:
Multiple phone calls (8+) requesting delivery ETAs
Attempts to use the website chat feature (consistently unavailable)
Direct email to West Elm's President (!)
Each phone call results in the same response - a promise that delivery will contact me with a date, but no follow-through occurs. I've been unable to reach anyone who can provide meaningful assistance or resolution. Are there any other effective methods to contact West Elm customer service?
I ordered a lamp for my birthday (Oct. 5th). My partner and I had just moved in together and were decorating this fall. In November I ordered another lamp with some birthday money for the living room to go with the other lamp that had yet to be delivered.
Months past, and every other week I’d get a hold on my account but no items were delivered. $500+ were being held for several days and then released over the course of 3+ months nearly biweekly. I incurred a couple overdraft fees when I bought groceries because I’d didn’t know West Elm had run another touch charge some weeks.
I finally called to cancel the lamps altogether because I couldn’t trust that they’d arrive on time and was tired of having to manage my finances around non-existent furniture.
The orders were cancelled on January 3rd but the hold is still there. What’s worse is that when I called my bank, they advised that I reach out to West Elm. They noticed that these holds were recurring charges.
I reached out to West Elm several times. They say I wasn’t “charged” so it’s out of their control. My funds are not released yet. Today I call and ask if they can tell me who their payment processor is. Absolutely no empathy from CS. They simply say “I can’t do anything for you, you weren’t charged”. I spoke with a lead who wouldn’t even listen to me. She kept interrupting me, didn’t even say “sorry”, and said there’s nothing she can do. She remained silent, then said that another department handles their payment processing but would not link me up. I’ve worked in CS and tech support and maintained a polite demeanor understanding the difficulty of some calls, but wanted to feel at least heard. West Elm did not offer any CS rating or option to provide feedback. Their site does not allow reviews. There’s no accountability for this horrible company. They have poorly trained staff, errors in their payment process requests and poorly managed logistics.
I reach back out to my bank and they say the seller must process the cancellation request. I’m so incredibly frustrated.
If anyone can recommend a good company with similar aesthetics/quality please lmk, because I’m boycotting West Elm.