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Mar 26, 2009
Mar 26, 2009
WORST CUSTOMER SERVICE NIGHTMARE I HAVE HAD IN YEARS-ON GOING
I tried to buy a bed frame online at westelm.com and I should have known from that trying experience that it was going to get worse. As I was trying to finalize my order, the screen froze and I got a message that I would need to call customer service. I was then told that it could take up to 24 hours for the system (my order) to clear & was advised not to place another order until that happened. That is ridiculous in of itself.
Got the bed frame eventually and within 2 months, 2 of the corner support pieces had split in two and the bed frame collapsed. Clearly the wood was flawed. I have tried for 2 months to get replacement pieces to no avail.
Today was the 3rd time I have called. The first time the rep ordered a center piece when I stated it was triangular corner support piece. I offered to take a photo & email it but she didn't want me to do that. The 2nd time I was told the wrong part was ordered (nobody informed me so 3 weeks was wasted). The 3rd time I called, the 2nd call and attempt to get the right parts was not even recorded. Now I'm assured it'll be 7-10 days before the parts arrive. I have ZERO faith in West Elm getting this done. There is a SERIOUS disconnect with their customer service.
The products are relatively affordable, but the quality is suspect and you suffer from poor customer 'service' if you have an issue. I will never spend my hard earned money with this company again.
p.s. note to customer service training dept... advise your reps to give a sincere apology when a customer is this inconvenienced. it's the little things that can help rectify a bad situation.