10/2/2023 0 Comments West elm harmony sofa similarThis rising tide of customer complaints comes despite the company’s exploding revenue in recent years. Despite the brand’s on-trend designs and accessible price point, customers are growing increasingly frustrated with the company - and they’re flocking online in a chorus of disgruntlement, clogging nearly every one of West Elm’s social media posts with pleas for their late orders or to express rage about a recent phone call with customer service. All across the internet, comments, blogs, tweets, and Facebook posts can be found protesting the home furnishing store’s customer service and delivery. “No one has contacted me.”Ĭustomers are growing increasingly frustrated with the company - and they’re flocking online in a chorus of disgruntlementĪlli’s experience may seem extreme, but it isn’t. “That order is sitting in a state that says it’ll be ready for delivery between 9/20 and 9/27,” Alli said. Finally, she said, through “literally begging” someone in order fulfillment, she got someone from the employee-only supervisor line on the phone - which made little difference. They told her that her June 9 order had been held up by a glitch that only the internet technology department could fix. Finally, on September 8, after months of silence, Alli received a response from West Elm customer service via Facebook messenger. She also tried Facebook, where West Elm requested she take down her post to protect her privacy, since the post contained her order number and email, which was likewise ignored. After being passed from one customer service agent to another, Alli told me in an email, she finally turned to Twitter, where her messages went unanswered. This September, sick of waiting for her item, Alli called West Elm customer service to inquire about the status of her order. Alli, a tech executive from Colorado, has been waiting for her West Elm order for months.
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