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Alison Lockleyvia Google

5 months ago

The customer service was pretty bad- they don't have samples for all the fabric and they can't order them, the sales staff don't know where anything is and I ended up finding the fabric we wanted to see on a couch in store that none of them knew about, staff didn't know they offered a 5 year fabric care warranty to purchase or what that covered (we asked and found it ourselves), and finally they wanted to put a $2000 dollar credit card purchase through by entering our card details onto their store computer which we could see had autofills of other people's information. That last bit is the main reason we decided to leave. Beautiful furniture but we prefer to order online.

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Hayley Morrisvia Google

6 months ago

The most amazing customer service experience I’ve ever had purchasing furniture for my home. Everything was delivered on time and assembled for me. Lily was super helpful highly recommend. Store was so gorgeous and clean.

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Liz Stonevia Google

6 months ago

BEWARE!!! They put (reported) damaged stock back on the shelves in the hope that you don't notice and buy it. I had a feeling that this was what was going to happen when I informed them about it, so I checked half an hour later in the hope I was wrong, and I wasn't.

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Chevaliervia Google

about 1 year ago

Where do I begin. Bought a display console. Thought I got a good deal. Other than minor scratches I did not see any dents or damages. I paid $254.95 for delivery (I know I’m sucker to accept such a stupid delivery package) I was told that this was their ‘Deluxe Delivery’ and that the delivery company would work out a date and time to suit my busy schedule. I was told that they will move the item and place it where I want them to. The TV console was marked down %60 along with other items in the showroom as they were putting new items on display. On a Thursday whilst at work I kept receiving scam like text messages from ANC without a tracking number prompting me to click on the invisible tracking number. Then I received a very rude phone call from a delivery driver who barely spoke English. From our painful conversation I put together that they are delivering items for COSTCO and that they are outside my address!!!! I told them I was at work and why hadn’t they made any arrangements with me?! They were rude and told me they were going to leave the item outside my address!!! Can you imagine a TV console being left outside your address!!! I told them they are not doin Any such thing and that after paying $254.95 I expected the DELUXE treatment!!! Their supervisor calked me and made arrangements for the item to be delivered the next day! I waited the whole day the next day and received no communication from West Elm or ANC!!! The item was not delivered! I called West Elm and spoke to a staff member who passed the telephone to another staff member named Diana. I had been calm and courteous on the telephone with the first staff member! Without any niceties Diana said to me, “What do you want?!” I told her I was inquiring about the item and she continued being rude and blunt! I had no choice but to be as blunt and reminded her that I was not making any crazy demands! Just wanted my item delivered! Diana was dismissive and said the item had been delivered back to the store! Diana was not helpful and was unable to provide any solutions for such a simple task! I had to call the store back a few days later and spoke with the original staff member who had sold us the items. I told her about my frustration and how unhelpful they had been to resolve such a simple issue. I told her of my frustration with ANC and reminded her that $254.95 shipping within Brisbane is a robbery! The next day after going back and forth between West Elm and ANC the item was finally delivered. Me being relieved to receive the TV console did not pay attention to the dents on either side of the top shelf and also the crack as the ANC delivery guys just wanted to leave the item as is. When they left and as I started cleaning the top shelf I noticed the brand new damages to the TV console which had not been there when I bought the item. I am disgusted at the lack of service and support by West Elm. I am disgusted that they work with such an unprofessional company such as ANC. At the end of the day ANC compliments the disgusting lack of customer service by West Elm. I have attached the photos of damages here. I would not have bought the item if it was damaged to this extent!!!!

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Amelia Lvia Google

over 3 years ago

BETH served me and it is the worst after sale customer service I have ever had🙂. I want to replace one of my dinning chair because there is one screw that I can not screw in. And I tell her that I want to replace one of my chair and whether it is in stock when can I get it. And she told me it’s in stock and I will get it soon. But I haven’t tell her which chair is it because I bought seven different chairs and I waited it for four months to arrive. Her attitude was extremely impatient and unfriendly. I will never shop at West Elm again or recommend a friend. Because the speed of the delivery and the after sale services are terrible. Three things were delivered wrong, not including the broken one.