Where is West Elm Corporate office Headquarters

To Alex Bellos, CEO,
I recently became a new West Elm customer with the intention to refurnish my living room. I researched products online first and then visited the West Elm store in Denver where I was very pleased with my experience in terms of quality of product and service. The decision to purchase a sofa was not easily made; it was over my budget but in the end, I decided the quality and unique design was worth the expense. There were some minor glitches between the order date and the delivery date. My attempts at understanding the problem went unresolved due to a lack of information and power to respond from customer service. With patience and understanding, the delivery company finally contacted me and we scheduled a delivery date. Said day arrived but with the wrong sofa. Again, I am an understanding person, mistakes happen; but, the way in which this problem was addressed has left me highly disappointed and frustrated. In short, the delivery company said all they could do was refund my money. I do not want a refund; I want the sofa I ordered and paid for. He said he had to issue the refund and did so. Multiple phone calls left me with a myriad of excuses from “sorry, cannot do anything” to “order it again”. All the while I kept asking “Where is the sofa I ordered?”. It makes no sense to me that no one knows where it is and cannot find it. Alas, I resorted to ordering the sofa again but the sale price was no longer available. Another phone call. I was told to order and once I received it to call and say there was a problem with it and I could get a discount then. For the quality of product and corresponding prices, I would expect an efficient and responsive customer service department in addition to a smooth-running logistics team. I ask that West Elm honor my purchase price and deliver the sofa I ordered without further delay. I welcome the opportunity to discuss further my customer experience and resolution to this unfortunate situation. Please use the email included to contact me.
Sincerely,
Julenne Moore

To Alex Bellos, CEO,

The mistreatment my wife and I have experienced recently is beyond belief. We cannot and will not let this rest. There is no grey area to our situation. We purchased drapes for our bedroom a few years ago. My wife decided that she wanted to clean the drapes. So she followed the cleaning instructions that were attached to each of the drapes. The result was that the drapes shrunk substantially.

We called customer service who listened to our story. We were very nice and explained the whole situation. Their only response was that the drapes were out of warranty. She said we should not have followed the instructions that were on the drapes and that we should have looked at the website. Insane!

I called back the next day and the lady agreed with us and said she would escalate this. And that we should get an email setting up a replacement. Three weeks go by. I just called customer service again and they said that in the system our request was denied. I never even got an email declining the request.

It is simple. Send us replacements for the drapes. There is no defense to putting cleaning instructions on your products that will ruin them. Clearly, there have been other issues with cleaning the drapes which caused West Elm to put different cleaning instructions on their website.

I expect an email back setting up replacement drapes to be sent to us.

Jeff and Laurie

Alex Bellos, President, West Elm

Your costumer service department is a complete dissaster. There is no repect, diligence, knowledge or intent to help costumer. I ordered a sofa from your comoany and came damaged and broken! I had to wait a month for it to arrive 2 more weeks for your comoany to take it back and now I am trying to receive my refund with no success. Your employeea treat people like they are doing us a fabor, give incorrect information, do not know the processes they are hired for and on top are completly lazy. I have been treated like no other comoany has ever treated me, I have been hanged up on, ignored, hanged up again and laughed at.
Your refund department apparently is not doing its job since every time I call they give me different information and keep stalling my refund.
I need action NOW! You need to get good employees and ones that know what they are doing! I have been on this Since Sept 2
What is your comoany going to so about this aituation!!
I will expect a phone call or email back!

TO: Alex Bellos, President, West Elm

Today I had the great displeasure of interacting with your Store Manager at the Pasadena, CA Location. I had excitedly scheduled an appointment for the free in-home design appointment through the West Elm website on January 3, 2023. On January 5, 2023, I received my confirmation from the West Elm Bookings department that my free in-home design appoint was scheduled for 1/11 @ 11. Unfortunately, I did not get my free in-home design appointment today. What your very slimy store manager did was to attempt at the last minute to switch my appointment from an in-home appointment to a virtual appointment. He first stated that WE did not do in-home appointments on the first appointment, then laughed out loud at me when I insisted that I had a confirmed appointment via email from West Elm Bookings department. He then proceeded to tell me that if I didn’t have a name associated with the appointment that it actually was not a confirmed appointment. I assured him that not only did I have an in-home appointment, but it was confirmed with his store and there was no actual name attached to the appointment. I sent both the store manager and the Bookings department a copy of my email confirmation.

This manager laughed at me as if I was being absurd, suggested that it was free, so what if they changed the appointment from in-home to virtual and attempted to gaslight me into believing I was wrong about my appointment. If you go out on to yelp, you will see how many poor ratings this particular store gets. The people in this store do not represent a very good face for your company and I can assure you there are many more places for me to shop. I will never enter a West Elm store again as a result of such a bad interaction with your Pasadena, CA store.

I was truly looking forward to my appointment and am very disappointed I will need to look elsewhere for help.

Michelle Becker

Will never purchase again from West Elm. Ordered furniture September 2, was partially billed same day, with balance billed December 4 and still no sofa, nor any concrete info as to why I was billed nor when I can expect delivery. Have also reached out to the store with no luck either. Next step is letter to NYS Attorney General.

Awful first customer experience. I’ve been waiting for my furniture for four months now. Apparently there is a backup at the FL hub and the hub can’t receive in any more trailers. I’ve followed up multiple times and nobody from customer service can give me a date of when this issue will be resolved. They also aren’t transparent when explaining what is causing this issue. I had to go into a store to inquire about the cause of the delay and I received slightly better information. I’ve never experienced customer service this poor before. West Elm better get their act together or they are going to lose most of their business to the Williams-Sonoma Group. West Elm has no problem taking your money without delivering any product.
Save yourself a headache and buy your furniture somewhere else.

I bought a couch one year and one month ago. The cushions started ripping. I asked customer service for a replacement. They told me my one year was up and all repairs were on me! I went to this company expecting quality. Instead I was giving a sub par product. This is not how paying customers should be treated! Very displeased. Now they have my money with no accountability. I just want my cushion to be fixed or replaced. A $3500 couch should not start ripping so soon. I have a couch made in the 80s as well, still in perfect condition. I would not support this company, as for the fact they aren’t willing to fix their products!

Aweful customer service and no resolution to when my furniture delivery should happen. All they do is say they are sending an email to the hub and to call back!! Someone please contact me to find out where and when is my furniture delivery

You. have the worst customer service on the planet. Contact me at 512.5071456,

All comments are so real. I have the same experience. On hold x 2 hours and no one can tell me what items are on the orders. Calls drop. Asked for supervisor, never called. Lack of qualified customer service, unfortunately customer service does not exist w/ West Elm. Lost items which had been paid for. All this happened between June and August 2022. Their delivery vendor is equally bad.

Would love to be able to tell Alex
Bellos about his terrible West Elm leadership team. Horrible experience. Shame on you! Damaged furniture and being treated as if I’m asking for something unreasonable when asking for replacement. So sick of being placed on hold, being treated like an idiot and senior leadership who is too busy to do their jobs and follow through as promised.

Terrible experience!!!! Today is 8/28 and still waiting for a replacement of a nightstand that arrived damaged and I purchased un June 25. Called 2 of their carriers and the new item is in their warehouse or missing in action. Won’t be purchasing there anymore or any of their sis her companies….

I would love for someone to help me. Two beds ordered in August of 2021. I have neither. One was ‘lost’ in transit this past April and the other is MIA. You have our money for both beds. Both!!! We have nothing!
Sick of calling! Same song different verses. Stories each time. It is old!

WestElm really needs to improve its customer service.
I purchased 6 chair in January 2022. Told they would
Custom chairs would arrive May 21 – june 4.
I was charged finally in May, and the order is due now June 6 – 24. When I go to tracking its been stopped almost 2 weeks in 1 place.
I’ve also contacted customer support 2 via phone 1 by email about my rewards points have not been added to by account.. I was told via phone they would fix whatever is going on with my account/accounts.. I do not even see my purchase. (Large) anywhere on my account.
No one from West Elm reached out to even tell me this way is happening.
I called customer and I asked to speak to a supervisor and after waiting almost 40 minutes phone disconnected .
This is customer service?
frustrated
Jody M

Horrible to deal with! I ordered the Lana bed in January 2022. I’m still waiting on my bed to be delivered! They said part of it was shipped but the other part wasn’t shipped. Going back and forth with them for months. Now the fabric is discontinued but I still don’t have my bed. It’s lost in their delivery center! Ridiculous! It’s now June, I still don’t have my bed and they said I could order a new bed, but not in stone white! There are only dark colors available now after months of waiting for my bed.
Go somewhere else! West Elm doesn’t care about 100% customer satisfaction. I’ve spent so much money with them. This is absolutely disgraceful. DO NOT BUY FROM WEST ELM.

This place should be put out of business. 5 months after placing an order and still no sign of the item and NO idea where it might be. As the others have said, West Elm provides no updates and could give a shit about assisting its customers once a purchase is made. It’s time we all stop purchasing from West Elm—maybe then they’d do better. PS—As I write this, I’m holding to speak to the “furniture escalation supervisor”—-it’s been 30 minutes. Not sure why I’m bothering—-it will just be another dimwit with zero information or interest. GO ELSEWHERE

WestElm really needs to improve its customer service. I purchased 4 chairs online SPECIFICALLY because it said they were in stock. This was October 2021. It is now January 29, 2022 and I’ve received ONE email letting me know that the chairs were delayed and that was back in October. That delayed date was January. I called in November to check in on the dining table that I purchased along with the chairs and convinced them to at least deliver the table. Today, when I checked online to see where the chairs were, the site said they are due to be delivered in April or MAY. No one from West Elm reached out to even tell me this. I called customer service to cancel because I can get chairs elsewhere. The first person I spoke to said that he can make a note to cancel but that I have to wait 7-10 days before they can confirm cancellation because WestElm has to reach out to the vendor and get the vendor to accept the cancellation. WHAT? I then asked if they would send me an email to let me know that they had started the process and they said they don’t have a way to do that? HUH? I asked to speak to a supervisor and after waiting almost 20 minutes on the call, finally got through to Misty H who reiterated the policy and raised her voice with me and said that I wasn’t listening. I informed her that I WAS listening and that I wanted to cancel and the fact that West Elm has a contract with a vendor and needed to wait to hear back from them shouldn’t be my problem. That I waited for a LONG time without any satisfaction and that I should be able to cancel this purchase. She raised her voice with me and kept repeating herself. This is customer service? I got on the phone a little bit frustrated but got off the phone REALLY pissed off. Anyone know how I could get to head of their customer service department? They really need to fix their process and train Misty H better.

WEST ELM SUCKS!!!!!!!!!!! I will NEVER buy anything from them. I ordered a bed in April 2021 and was expecting delivery in August 2021. There were some delays due to the pandemic but not ONCE did anyone from West Elm call me about the delays. I had to call them each time and spent numerous hours trying to find out where my bed was and got so many different stories about where the bed was. I was told by Brandi Osmun on October 12 that my bed was ready for delivery but it was actually not! It turns out, that the bed was missing one piece, a storage drawer, and it could not be replaced because the bed has now been DISCONTINUED!!!!!!! How the hell does a company not fulfill orders before discontinuing!!!!! When the idiot supervisor asked what he could do, I told him give me 50% off another bed and he refused saying the most he could do is 25%. That is unacceptable with all that I have been through. I used to love Pottery Barn, Williams Sonoma, etc but I will never ever spend my money there again. I don’t trust these people at all.

A few years ago we bought two wood tiled night stands from West Elm. After less than a year, spider web style cracking and chipping occurred across the whole top of one. I covered it with contact paper. The three other pieces in the set didn’t crack. The house is used about five weeks per year. It is cooled and heated. This summer the matching night stand cracked in the same way. I contacted West Elm and they say they don’t do anything after a year. They’re still advertising these night stands and could easily send me two replacements. Beware of shopping at West Elm!

I too have fallen victim to the West Elm experience…or lack thereof. The best response is to hit them in their pocket…when everyone purchases elsewhere (out of the Williams Sonoma family of brands), then they may pay attention…but I doubt it.

Worst customer service. No email or call back. 15k in furniture. Nothing. Broken legs to a 4k sofa, scratched the new hardwoods, the sales people in oalm beach basically say its your problem once delivered, they send an email for a claim and never call back. Never again. This furniture is no better than ikea for the price.

Their quality and “customer support” is so awful, words fail. I have tried to email ‘corporate’ and big surprise – crickets. You should read their Facebook page comments. Then go to IKEA. Or you could use Legos and Lincoln logs with Elmer’s glue.

Not a positive comment here. I am not surprised as their customer service does not follow up and their vendor relationships are awful. Not to mention their projected delivery times. Ordered sofa on 8/31/19 with promised delivery of 10/14 -10/28. We have called over 6 times in the course of over 2 weeks, spoke to all different customer reps as well as a “furniture lead” person and still no answer as to when or IF the sofa will ever be made and shipped. Monday is 10/28/19. West Elm CS (customer service) has repeatedly to me that they have reached out to the vendor, but the vendor doesn’t answer. REALLY????? West Elm does thousands or millions of dollars with this vendor and they don’t answer 3 email attempts to find out where a customers sofa is? How about picking up the phone and calling the owner??? Honestly, how do you run a business?? Hard to believe. If customer service is what you’re about as all the CS reps say when you call them, you’re in the wrong business. Over 2 weeks wait with no answer other than “we are working on it and we understand and are sorry for the inconvenience” is just unacceptable and frankly, I don’t think you really care enough. This is not the first time we have had issues with West Elm delivery, but it will definitely be the last. CORPORATE, WHAT DO YOU HAVE TO SAY ABOUT THIS?

My story is the inability to pay for a special order when I ordered it. I am being told that they can’t charge me until it ships. Normally that would be fine but I am building a home and need to ensure I have no large purchases in the month or so prior to closing.

Customer service says “Our company is dedicated to providing quality merchandise and excellent service to our customers.” Then they proceed to say they can’t do anything about it. SERIOUSLY???

I’ve worked in retail corporate headquarters for most of my career and I wish the hardest problem I had to solve for was a customer upset because the company WOULD NOT accept their payment.
The product is non-refundable/returnable which makes it even more bizarre. What’s the risk??? Obviously ease of operations overrules customer service (and common sense) with this particular organization.

I purchased $10,000 worth of furniture from West Elm. I furnished my whole apartment. One of the items was a Rhys recliner. The chair was defective and did not recline. It was picked up from my home on February 14, 2019 with the promise of reimbursement or a replacement chair. It has now been four months and I still have not been reimbursed or received a replacement chair. I have been told several stories as to what West Elm has done, however, none of which has really happened. I was told my West Elm card had been credited. I have been told three times that vouchers had been mailed to me. I contacted Aerin Denny, general manager at the West Elm store in Burlington, MA on numerous occasions. Initially I was receiving responses and she was following up to find out why I wasn’t receiving my reimbursement or replacement, however, she is no longer returning my emails and phone calls. The last time I spoke to her, she said there was a retail team looking into my situation. She said she sent the “special” retail team an email to assist with determining why I wasn’t receiving reimbursement or replacement for the defective chair. I phoned her again because I did not hear from the “special” retail team. She said she was sending another email to that “special” retail team and was also going to follow up with her manager. She said she would provide me an update that evening. That was approximately three weeks ago. She never called with that update. I have since phoned the store several times and sent two emails directly to Aerin. She has not returned my calls or responded to my emails. All I am asking is that I receive the money owed to me or a replacement for the exact chair that West Elm picked up on February 14. It seems illegal to take a chair from a customer who has paid in full for the chair and to never reimburse her or provide a replacement chair. Is it too much to ask for West Elm to do the right thing? I just do not understand what is going on here. I am in the process of mailing this same information to the corporate headquarters, posting on LinkedIn, Facebook, twitter, every social media site that I can think of as well as sending to the Better Business Bureau. Please provide me refund or a replacement chair.

After writing this letter below the only response I got from your company was the return for $11 for the shipping with no other compensation or acknowledgment of what I went through. The person said “I am sorry to hear about the delay in the vendor delivery”.

I am writing regarding order # 382242798934. I placed this order on August 12, 2018 and I got my order just today November 13, 2018. I had called multiple times regarding the order status throughout the past 3 months and was told every time they would get in touch with the vendor and then get back to me. I never got a phone call or email or any response. I then called last month and asked that the order be cancelled and I was promised that it would be cancelled as it was such an inconvenience to me. I needed this order for a dinner party and it did not arrive “within 1-3 weeks of order receipt” as per advertised on the website. If I had know that it would take 3 months, multiple phone calls, and misleading information given to me, I would have never placed this order. I was assured that the order would be cancelled, yet I was still charged and shipped the items.

I called today to ask why this happened and I was told that the vendor could not cancel the item therefore, it was shipped. If this was the case I should have been called or have received an email stating that the order could not be cancelled, yet I received no information. I spoke to the representative for a refund of $74.52 as this was completely not acceptable and she told me that it cannot be done as it is from the vendor and West Elm has nothing to do with it. I explained that this was completely unacceptable especially since I had called multiple times regarding the status of the order and I was not relayed any information when I was told that I would be. She told me that it could not be returned as West Elm has nothing to do with this and it was the vendors fault. Even if it was the vendors fault, West Elm as a company who does business with this vendor is still responsible for their customers, and I should have been given my refund without question for this inconvenience.

I asked to speak to a manager and I was told that I would have to return the item in order to get my refund. After all this inconvenience that I was caused, I was asked to have it shipped back for something that should not have not been shipped in the first place as I was promised. I said this is very unacceptable esp from the business aspect of customer service to ask me to go to UPS so that I could be inconvenienced again for the 10th time. I was refused my refund. I tried to explain multiple times that I called so may times for this order and every time I was told that someone would call me, or email me or that the item should be shipping soon as they would get in contact with the vendor, none of which was done. She agreed with me and said that it was unacceptable but that I needed to be inconvenienced just one more time. I was shocked to say the least as I thought that she was mocking me for my inconvenience and I cannot begin to describe how I felt by this. She still refused to give me my full refund and only offered me $25 which was insulting especially since I was told that West Elm had nothing to do with the refund which now seems to me was a lie. I do not appreciate being lied to and asked to be inconvenienced “just one more time”.

She offered to have someone pick up the order in front of my house and I explained that I am unable to leave items outside my house as they will be stolen which has happened and as a result I have cameras for this now. I was told by the manager “don’t worry about it”. I said this is not the right answer and I proceeded to ask what will happen with my refund if the item was indeed stolen. She said that a claim with UPS would have to be filed. In this time of the holidays and stolen goods, it has been advised to not leave items unattended outside the house. I could not agree to this and be caught up in another claim and another inconvenience. I asked that I am entitled to my refund without having to return anything given my multiple inconveniences yet she declined.

As a loyal customer to say this experience is disappointing does not ever begin to cover the magnitude of this issue. I have never had such a horrible experience with customer service with so many people on multiple occasions. I have had experiences with other many other companies for issues not even of this scale and without even asking for it I have been offered a refund for my inconvenience without question. I should not have to be asked to return the items in any form and should have be given my FULL refund without question for the magnitude of inconvenience and insults that I received. It is not even about the amount of the refund but the principle of this whole encounter.

I kindly ask that you give me my full refund of $74.52 for the above order