West Elm review: Industrial desks and storage bookcases

I ordered this online on Oct 9th, 2023, original delivery was to be 10/29 to Nov 6th. Items kept being delayed due to missing parts but tracking and website were never updated. I called to customer service a few times. I got a different story every time and nobody seemed to know what was going on with the items. I finally asked to speak to a supervisor on my 3rd or 4th call waited 2 hours to get through. The person who answered was so unprofessional Mikal M. He did not speak at first, I had to start the conversation. He stated he didn't know any more than anyone else. I asked that he please respond back by Dec 1st to advise if was going to be able to deliver, I never received a response. Move now to December, I finally received a delivery date of Dec 4th between 2 and 4:40 pm. We confirmed acceptance.

My husband drove over 3 hours from Tampa to Port St Lucie to be there for delivery, due to the late delivery had booked a hotel room as he cannot drive in the dark. At 5 pm he finally called to see where they were at only to be told that the delivery was cancelled as was discovered a missing piece. We were not notified of the cancellation. Absolutely ridiculous that we were not contacted. The experience has been truly awful. I called the following day 12/5 and ask for refund took 45 minutes for the cancellation. I was told there was no method for confirmation could not provide name of supervisor was told only that I could check my card in 3 to 5 days and should see refund. I hope I do not have to chase down the refund. I should have been offered a discount for the troubles, but nothing was offered. I can safely say I will not do business with West Elm again after this. I guess a 5k order is not such a big loss for your company. Hopefully you will make sure my refund goes through without a hitch or I will be back to complain again.