In March of this year, I purchased 4 items of the Henry sectional sofa. The ottoman arrived first, some time in late May while 2 other pieces arrived in mid-June. Finally, the last piece, the corner arrived a few days later, but the delivery guys could not get the piece into my basement where the other pieces were located. The corner could fit inside my house, just couldn't fit through any of the 3 doors that lead to my basement. So, the delivery guys decided to take the corner back to the warehouse. A few days later, I called to find out what was the status -- either I wanted my money refunded or the piece back. I had not heard from West Elm at all until I called. They were most willing to keep my money and the furniture without contacting me. I kept calling the store which had no record of a delivery. Finally, a few days later, the store's manager, tracked down the furniture in a warehouse, but disavowed any relation to the furniture as it was now in the hands of a separate delivery company which is strange as I ordered the furniture from the store. So, after I called and asked for either the money or furniture, they said that since the piece was "custom" (which I find hard to believe, as they have the same furniture in the same fabric in their stores). they could only just leave the furniture, whether it fit in or not. A few weeks later, I took off work so that they could redeliver the furniture which could not be taken apart to fit through the door. I was told, essentially, that I was out of luck since I should have measured the door to the basement to ensure that the piece would fit. The other pieces fit in and if this furniture had come apart, it would have fit in, too. When I ordered the furniture from the store, the salesperson was so intent upon me getting a West Elm credit card that he never said anything about ensuring the measurements due to the fact that they would not take it back once ordered. In fact, the store service was so poor that I wondered how this store stayed in business. Given that I've dealt with customer service (ladies in California) a few times now, I must say that I wonder how this business is still alive. One woman was attempting to be helpful, but in the end said, "sorry, but you'll have to keep the furniture -- too bad it doesn't fit -- get a "furniture doctor at your expense, of course, to take it apart". The other one, Susan, was just down right cold, rude and did not care less whether it fit or not. I think that it's telling about a company when they take what you've paid for back to the warehouse with the intent of keeping the furniture and the money. West Elm, with it's overpriced goods and shyster tactics, needs to be out of business. I will never shop there again.

I ordered a product online; was told it was in stock and a subsequent e-mail confirmed this. Ten days later when I returned from being out of town, the product had not arrived. When I called them, I learned it had not even shipped. "Maybe it's sitting in a box in the warehouse somewhere, " I was told by customer service. Only when I spoke with a supervisor was I offered rush (not overnight) shipping for free.

Worst customer service ever. Called number on their website, they answered (twice) as "Pottery Barn".

Ordered 4ft floating shelves. Manual had many typos (spelling errors) and claims you can install the shelves in drywall or studs. However, the way they manufactured the shelves with the two screws/brackets on each side was incorrect, non-standard. Studs are 2" wide. The 2 screws in each bracket were 2.5" apart. How is this supposed to properly go in the studs? Shelves are about 10lbs each. Drywall option is "15lb max" according to the manual. How pathetic.

About five times I've asked them via phone and email to adjust my online account so it reflects all my orders placed with them, phone and website. Still nothing, 3 months later.

Ordered draperies and hardware. Hardware back-ordered until 8/29. Called today (9/3) and they say back-ordered until 9/7. Go to the product page, says 9/9.

3 weeks ago, got a mystery delivery (side table) from Pottery Barn Kids! Never ordered it. These people are insanely incompetent.

Called NJ (Paramus) location to get availability on the drapery hardware. Lady asks for my name/number to call back because "we open at 11". It was 10:48am when I called. Amazing.

Called PA (Philadelphia) location to ask about availability. Lady with a dying low voice put me on hold for a few minutes before I hung up.

DO NOT ORDER FROM WEST ELM. THEY ARE THE WORST IN CUSTOMER SERVICE!