west elm

Amazing! Walked in with a few things in mind and ended up with a whole new set up. Josh was the best! He really listened to what we were after and was excellent in his styling and recommendations. Cannot wait to get out new items delivered and go back in and pick up more for our place.

One of the worst experiences with customer service I've had, starting from placement of my order and ending with its completion:
1) Inconsistency in what was written in West Elm emails associated with my order and what is actually happening. In the emails it says I should have been able to track my order (i.e, delivery) once I log into West Elm's account that was supposed to be created when my order was placed. West Elm Bondi shop manager further explained to me that their staff are not creating any accounts for customers due to privacy reasons. As a result, you are not able to track your order whatsoever, until you call West Elm and talk to a person overseas who seems to be not interested in their job either (i.e, not able to explain any process associated with your order placement/delivery, etc.) ;
2) Got charged twice for the same item without prior notice or without clear explanation of double charging process. My understanding is that you are supposed to be charged AFTER your order has even completed (based on what I was told by the above noted manager). Originally I got charged for for both items at Bondi West Elm shop and the second time for one of the items after it was delivered. The overcharged amount was further reimbursed, however, this is what Bondi West Elm manager suggested over the phone:
3) I could have had not enough money on my credit card (prior to this suggestion she inquired what card I used). It was also insinuated that I did not buy many items (i.e, did not spent much money anyway) which was not relevant at all;
4) During my conversation with Bondi West Elm manager I had a feeling that they tried to find issues with me rather than accept that they have stuffed up (even if they did not, the way it is done in customer service in the first word countries). This was utterly unprofessional and unethical. I would have applied for a moral compensation if I had time.

The saddest thing is that I really like the items I received, however, I am also not sure if buying more products from West Elm is worth the hustle.

Hi West Elm,
We like 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 (and we paid for it), 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.

They have lots of nice contemporary piece. Price is on the steep side. But good value when in sale. I received nice service while in store as well.

Terrible service shipping came one at a time stating all were delivered. Wrong item was described in first delivery so got same item again instead of what was ordered. Geez mess then second delivery gave notice on arrival was not home. And no answer at store for hours.

The bedside lamp we ordered online did not match the one we received. Not in a small way, either. Had an entirely different clicker. Really shoddy practice for any business, let alone one that charges premium prices.

No response from their customer service so far. Will not be shopping there again, obviously.

I had a great experience shopping at West Elm Bondi. Josh in particular was super helpful and I really appreciated his excellent customer service. We're excited to receive our order soon!

Great service.and great product!
Designer's "one stop shop". Thanks guys for the great results!

Looking forward to the next project x

We are hugely dissappointed and find the processes and West Elm and the reliability of West Elm staff laughable and disturbing.

We ordered a few items fron West Elm and had them delivered and installed at premium prices. We were shocked to see that the delivery staff had left large pieces of foam at inside the draws of multiple pieces of furniture, which made the draws completely unusable.

Very upset, we called mutiple times and sent multiple emails. Our emails were unanswered despite multiple reassurance and turnaround times advised by call centre staff. Likewise, we did not receive followup calls from the delivery team as the same staff had advised. At our wits end today, we called and the staff over the phone denied the commitments and information, including an arrangement for the delivery to come ASAP and remove the foam. We were told today, in contrary to the information in all previous calls, that West Elm cannot resend the delivery team. WOW, a slap right at our face. After multilple calls and debating with various call centre staff, we ended our chase with an empty promises of sending a special request to the delivery team and to replace and reinstall the relevant furniture if that fails.

We would not recommend West Elm to anyone.

Excellent service from West Elm at Bondi Junction. We had the pleasure of working with Ellie on her first day there! A joyous experience

Honestly this place is a HORRIBLE place. The staff are very UNKIND. The quality of the items that they are selling is QUESTIONABLE and the opening times are INEFFICIENT with the people in this area. The store is in a very INCONVENIENT location with many buskers, beggars and peasants surrounding it. Not to mention the constant traffic flow of humans surrounding it. I would like to comment on a certain staff member who took a while with my order. Her first mistake was that when I asked her to help me she said extremely rudely “WHAT? ”. What kind of customer service is this? I instantly left the store.

Worst online shopping experience ever. Had to wait for 5 months or so and they delivered wrong products. Received no apologies whatsover. All I was told was to return the boxes for them to process return. Products I ordered/ paid 5 months ago is no longer available.

I just want to share what a great experience I have had with this store on multiple occasions. We've bought so many items for our new home here and when I had a problem, the store bent over backwards to help. Kate was really amazing with my return too. I will always buy from this branch in future, even over the phone rather than ordering online. A great experience every time.

West Elm sells lovely products, but its Australian operations are a joke. For example, the phone at the Bondi Store is perpetually engaged - although reading the comments underneath, suggests the employees have probably just removed the phone's receiver from the base - and the website doesn't function correctly, e.g. Try completing a sale for 'Superellipse Side Table'. I tried to buy a few thousand dollars' worth of furniture this weekend, and gave up. Shame!

Cool stuff to see, but limited. Lot more showing on line. Attentive but not demanding staff. Nice music playing in background. Great 'sale' section.

West Elm does a great job on the marketing and merchandising - really great looking product. But buyers beware. Should anything go wrong with your purchase and need exchanges or returns they will sit on it for months and you'll spend hours waiting on the phone to someone offshore with no resolution. The numerous times I've called through to their customer service offshore either have no idea of what's going on or say they will action something and nothing ever happens. Even if you buy in store they will ask you to purchase on the clunky website. Really luck of the draw if your product turns up without any issues.

Great store, amazing service and love their products and design. Staff couldn’t do enough to help and when things went wrong (couch wouldn’t fit through the last door on the fourth floor), we got refunded the next day and delivery waived on a different couch we chose.

I bought a few stuffs there, but turns out they just order it online for me and ask I paid on my credit card with their computer. I said the reason came to the store was not asking you take my order online, but paid by the POS machine, then they start inputting something on their system but takes near 1.5 hr to finally check me out.

My wife went there last Saturday and waited for an hour to check out with the employee named Rachel. Completely disastrous experience. Our friend went there with us the same day and got things delivered this Thursday and we don’t even get the order send to the delivering company yet. Disgusting. Embarrassing.

I call the store prior to visit - “yes sir we have the stool on show in the store. “ we arrive later that day. “oh that was you.sorry sir I made a mistake.we don’t stock it on floor. ” Ok fine, we will take that lamp. “sorry sir.we don’t have that in stock. ” ok I buy this one. “no we can not sell the display. I can order it from the warehouse and post to you.but you will have to pay the postage. ”

Well done West Elm.equipping your brand with the brightest talent!