Chatswood, Australia
l2/345 Victoria Ave
N/A
+61 280463500
DeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible car park
I recently made an order with West Elm on the 24th of March. The first item I purchased was a crib which arrived cracked through in the base needing replacing after half assembling. Today I discovered a rug that I purchased in the same order at full price after being advised in store that there will be no upcoming sales due to how big the Black Friday and Christmas sale was, has now gone on sale - 220 dollars cheaper, less than 3 weeks after purchase. I was told adjustment in price can only be made 2 weeks from purchase date but the item only arrived 2 weeks ago!!! I actually feel mislead by your customer service, since I was lied too as well as ripped off! This is a very off putting experience and these items costed thousands of dollars. You have lost a valued customer!!!
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One of the top homewares store in the Chatswood Chase. I really like this shop
Deeply disappointed with West Elm. I ordered a buffet cost 1500 AUD after 2 months of waiting they informed me that I have to wait 1 more month. Made a purchase on West Elm website on 21 Nov 2020 with delivery date - 1 Feb 2021. Contacted customer service on 27 Jan 2021 to clarify the delivery time. Got a reply that delivery is postponed till 3 Feb 2021. Called them on 3 Feb 2021 to be informed that the item will be delivered on 9 March 2021. Poor customer service: issues are not communicated in a timely and formal manner.
Looked at a few rugs on the website and called to ask if they had them available in store for viewing. Staff were friendly on the phone, though it took a few minutes to check their stock levels. We dropped by a couple of days later and they were happy to let us wander around the store without bothering us, and were helpful when we asked them for advice. They didn't have the rugs we wanted in store, so they ordered them to be shipped to us from their warehouse. The rugs arrived 3 business days later, and they look and feel great! Altogether an excellent experience.
The in home designer service is a joke. They didn’t visit the apartment and went off photos. The end result is between a hit and a miss. Some of the furniture looks completely out of place. Ended up spending 5k with the majority of the furniture from the mid century range and after 3y is showing its age. Surprisingly they don’t sell the mid century touch up kit in Australia.
Helpful, friendly staff and beautiful things as always.
**UPDATE** Since then West Elm has contacted me and solve this issue privately. I am happy with the outcome. Thank you for your understanding. I am writing the below review to share the WORST customer experience I ever had with a retailer! I would like to warn anyone who is looking at buying from West Elm website or Chatswood store to be extremely careful with price and promotion they are practising! I bought a coffee table priced at 649, I am a first time customer and I have specifically asked for any incentive as a 1st time buyer or for any incoming promotion that would support my purchase and I have been told due to COVID 19 that all promotions have been removed and nothing will come anytime soon. 48H LATER! they run a 20% discount for any purchase above 500 on the entire website. After 1 email and 3 calls, I have been told that they won't honour the promotion due to their policy and they have no issue making a 1st time buyer unhappy and feeling cheated for 135. So now you know, 135 is the money they are willing to keep and make their customer feeling fool. On top of this I have received the coffee table and it came with some scratch on the gold metal stand and obviously you can see it once built. Well done, believe me I will spread the word around me!
Hi West Elm, We love your funitures but not your customer service and how you handle the returns. Now we will have to think twice about buying anything with West Elm. Just sharing my experience so everyone is aware of what you are getting into. We wanted to exchange a table due to the incorrect one being ordered and return a bench which we found did not fit and a huge mirror (30kg) which we did quite like. Considering it already have the 20% restocking fee, we were told to arrange our own courier. And for the 30kg mirror we have to drop it off ourselves at the warehouse somewhere in Fairfield. Seriously? Considering a mid/high end furniture store, you need to improve your customer service much much more to catch up with everyone else. Congratulations West Elm you've got your yourself a very very unhappy customer.
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