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| - I haven't shopped at West Elm for a long time and I was there today to check out their sales and I had a very frustrating and stressful experience and I could see why there has been so many 1- and 2-stars for this store and the poor customer service seems to be a common occurrence here. The service seemed to have hit rock bottom since the last time I have shopped there and I was shopping there regularly too.
Yes, when you enter the store they are all nice and ask you if need any help, but when you actually need something or there is a problem they flee or seem to take on an opposite attitude.
I purchased a planter which was on sale. I had to pick up the planter from their pickup area, even though I could have carried it out the store. The person who helped load the planter on my car accidently picked it up the wrong way causing the stand of the planter to drop, hitting my bumper on the way down. It was very minor, no damage to my car or the stand of the planter. When I got home and examined the planter and compared it to the website I discovered that they charged me for the large planter instead of the medium. I called the store and the salesperson didn't quite understand the problem and promptly said to go back to the store to get it fixed. So I had to waste my time moving the planter from my condo back in the car and drive to Liberty Village during rush hour -- if anyone knows Liberty Village, the traffic around there is a nightmare!
I went back to the store carrying the planter and all the salespeople behind the counter looked at me with a face like, "oh no, who's going to take care of this one!"
I talked to the salesperson who handled the sale earlier (Associate #422159) and explained that was overcharged and should have paid the price for the medium not large. The salesperson was looking up the price on their website and was having a hard time, so I had to tell her where it is on their site. She looked on the website and some stuff on their computer system and told me the price for the medium, but the price to came to be only $4 less, which was not correct which I pointed out. She called the manager (a tall bald man with tattoos of "bless" all over his left arm), who was very disinterested and said something to her and left.
I had to explain to both of them the discount and the difference between the large and medium which should have been $50 cheaper, but she told that is what it says on the website. I said it was still incorrect so she called the manager again, which took forever for him show up again. They both huddled over the computer to figure out the price and came with another price, but it was still not correct. I had to explain to them and even took their calculator and write out the math on the stack of wrapping paper -- I shouldn't have to teach them math and they had a very bad attitude and was defensive, they eventually went with my math, after all their calculations didn't make any sense, and didn't even apologize or acknowledge for their mistake! During this time I was being courteous and calm despite my frustration with their lack of knowledge and manners. At other stores like EQ3, CB2, Structube, and Crate & Barrel this would not have been an issue and the manager would have happily taken off without any questions, but to question the customer, not making any effort to correct their mistake, and for the customer to fight for every $20 or $30 dollars until they got to the correct price is totally unacceptable. I should have been more mad and vocal with them so they know how bad they were.
This is no way to treat your customers and no way to run a businesses. If you must shop there and buy something on sale, be sure to check their website and your receipt before you leave the store, as it seems mistakes are the norm here. What happened to the adage "the customer is always right"?!!! I shouldn't be telling them how to do their jobs and how do math, they are the ones getting paid for to their jobs, not me!
They would have got away with overcharging me over $50 if I wasn't a wise shopper checked my bill and their website! It's unfortunate West Elm doesn't have a customer service phone number or webpage, as I was so mad that I wanted to share my bad experience with them -- maybe that's why this store continues to be so bad!
*UPDATE: I called their 1-855 number which is for orders. It's based in the U.S. but they were really understanding and polite and took down my complaint will have someone get back to me. I suggest anyone else do the same. I later got a call back from the West Elm Canadian corporate office which was highly appreciated. They said that that store is and will be going through some changes and management and they are aware of the problems of the customer service there -- hopefully these disinterested employees will be replaced soon!
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