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| - Two of my friends have been recommending me to check out West Elm in general, but especially since my husband and I have been searching for a 6-8 person table and they both purchased their tables from West Elm.
Walking into the store, my husband and I immediately fell in love with the decor and we were greeted promptly. The colors matched our home and the style was exactly what we were looking for. Good news, we even found a dining room table and chairs that would fit our house. Unfortunately, our excitement soon dissipated. We had a few questions for the staff, most of them were unable to be answered. Regardless of the unanswered questions, we wanted to purchase the dining room table, a bench and four chairs, finding out that we could take three chairs today, the table would have to be ordered online, one chair would have to be shipped to the store from another location plus we would be charged a $30-$40 shipping fee and the bench had to come from another distribution center. What a crazy, inefficient and frustrating experience! Frustrated by the lack of knowledge on products, pricing and the way to get our furniture, my husband and I left the store without the beautiful set.
After rethinking our decision, I returned to this location a couple of hours later, hoping my experience would be better. I will say, the gentleman that helped me was super sweet and truly cared about every customer that walked into that store! Sadly, West Elm's processes are broken and truly cause an unpleasant customer experience. While I ordered the dining room table, the bench and four of the same chairs, I had to pay four separate transactions. The poor guy that helped me and I had to use two cash registers (on opposite sides of the store) and the four orders will all arrive on different days. In addition, I was charged $129 for shipping on the table which I was not told about the first time I was in the store. I was also notified that I shouldn't call the distribution center asking about my table because they've had customers complain about the lack of customer service and you can't get answers you need. To finish the poor experience off, we were told to pull around to the back of the store to pick up our chairs. When we arrived, nobody answered the service bells and we had to call the store for someone to bring out our chairs.
I have to say, my husband and I are unbelievably disappointed in this store and are seriously concerned our table, bench and one chair will not arrive in time for Christmas Eve dinner. I was truly hoping for a great experience with how my friends raved about West Elm, but instead there was a lack of knowledge, infuriating processes and had to pay more than what we were originally told. I don't know that I will ever return to this store and really hope that these broken processes are fixed. Not only do the customers get irritated, but the employees have to go through inefficient processes to help their customers.
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