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west elm

Name: west elm
Address: England, UK
Telephone: 020 7637 9150
Price range: $$$

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3.4 Google Review

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209 Tottenham Court Rd, England, W1T 7PN, United Kingdom

020 7637 9150 www.westelm.co.uk/we-uk-store-locations?fragment=we-uk-store-locations

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Google Reviews

Refresh Reviews 3.4

Jewel

Oct 3, 2018

Very bad service. They told me that one of the item will be ready after 12th Sep, and this information also showing on the receipt. However they have attempted delivery 4 times before 23rd August without any phone call, email or text message regarding to the change. Well done guys, I don’t even live in this address in August. Now they say the item has been returned and I was being refunded for it, if I still want the item I need to place a new offer and pay additional ship fee for this item. I am amazed just how difficult it is to do business with West Elm, won’t shop again. But If you are going to shop, please bear in mind, 1. You might need to pay extra because of the mistake that this company made. 2. A refund takes at least 6 weeks or longer. I still not receive the money after 6 weeks. 3. Once you made a payment, you need to be at home 24/7. Because they will attempt delivery anytime and without inform you. Good luck!

Annie Goman

Nov 18, 2018

I am never shopping here again. It took them 6 weeks to arrange for a collection of a sofa. A further 2 weeks for an availability delivery slot. This meant west elm held my refund of over £1,700 for over 8 weeks without refunding. During this 8 weeks, in total, I called west elm 11 times to chase my request. I asked for a supervisor call back 3 times and never received this once. This retailer has the worst customer service I have ever experienced and I will never shop here again.

Jim

Aug 6, 2018

Nice flagship store and good looking products. I have bought a number of small items in the past and have been happy. However.. I was going to purchase a couple of expensive items but I had issues with the delivery and assembly options on the website during checkout and found the telephone customer service very poor - basically advising me to pay an expensive delivery and assembly fee upfront and claim the money back after - a totally unacceptable answer. After reading the negative reviews around customer service and delivery, I have decided not to purchase the items from West Elm.

T D

Oct 7, 2018

Really nice items but customer service in the store can be hopeless and staff not particularly knowledgeable or helpful. Ordered a large mirror which arrived cracked and it was a palava trying to get the replacement. Because we ordered it in store they expected us to come and bring the old one back. The mirror was huge and couldn’t fit in s normal car! Also, why are the delivery charges (particularly on smaller items) so expensive? The store doesn’t seem to have much stock - both items we wanted weren’t in stock - and in those situations I think they could deliver the items FOC. Overall such a shame because the furniture is lovely but let down by a number of key areas.

James Kight

Aug 11, 2018

Completely incompetent. We ordered curtains and curtain rods almost a month ago. They delivered the curtains, but instead of the curtain rods we received a large glass mural. Not much use to hang the curtains on... Anyway, we informed their customer service team the day the incorrect order arrived. 25 days, two more phone calls, and two emails later, and still nothing has been done about this. We have had a large, fragile box on our living room floor, and no curtains on our bedroom window for the past month. It's really unacceptable. Looking at the other reviews it seems like this is not uncommon. I don't ever want to buy from here again. You shouldn't either.

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Opening Hours

Mon:10 am - 7 pm

Tue:10 am - 7 pm

Wed:10 am - 7 pm Today

Thu:10 am - 8 pm

Fri:10 am - 7 pm

Sat:10 am - 7 pm