West Elm VIC, Chadstone

Bad bad bad – they have no customer support at best it’s yes yes yes then you do it all over again the next day. Like seriously! It’s my second experience and it’s the same Low lower than a snakes belly service I cannot recommend this company. Show details

Very poor after sales service – Purchased a dozen glasses, once washed the glass went all milky and dirty looking. Tried to get help from West Elm online and through the store. Just kept getting the run around. No one will help. Huge waste of money as glasses look so horrible I will not use them Show details

So helpful, great stock – Bought the Calgary bookshelf from Chadstone West Elm, the store staff were so helpful in helping me decide on sizing and now to style in. Shipping was fast and it was put together perfectly, with all the rubbish cleaned and taken away. Show details ·  1

One stop of shopping with all good stuff you could imagine! – It's always easy to find the thing you need and want with multiple and beautiful choices. The store is perfectly presented which gives you ideals how to decorate your house! Show details ·  1

MOST HELPFULL, KIND, GENEROUS & EFFICIENT customer service experience :) – I have had an amazing outcome with my purchase assisted by the awesome FILOMENA, who went over & beyond what would ever be required or expected from a total stranger, Filomena assisted me in making and organising pick up and delivery of a furniture item that i am so delighted to have in my possession now ( VIC to NSW in these times) Every time i… Read more

phoned the store and spoke to other staff like MATT who also followed through measuring and calling back like promised. Even though i am based in NSW i will always reach out to Chadstone store for any other purchases and will highly recommend to family & friends. Many Thanks,

Great Customer service! Beautiful Furniture – Store layout is lovely and Filomena was very helpful. We picked up a beautiful exdisplay L-shape lounge that is in perfect condition. (Bar a missing half of a connector (which was accounted for in the discount) luckily I didn't want to connect it anyways but they're super cheap at Bunnings. The only problem was they don't have a loading dock. So… Read more ·  1

pick up was a bit long but credit to the staff, they brought all the furniture up to the van themselves so it was no hassle for us.

I might suggest a little map be made up for the preferred parking spot for vehicles over 2m tall cos the directions were hard to tell our courier.

Misinformed about delivery and charges – I purchased 6 pieces of furniture for my new house from west elm. There were some issues with the delivery process however the issues were eventually rectified when I reached out to the customer service team. I would suggest getting clarification about delivery in the future but definitely will continue to shop with them because of the overall service I received!

Obnoxious Staff – I purchased two fusion covers from the Chadstone Store, and the gentleman who served me could not have been less interested in being there. He did not look me in the face and it felt like it was all too hard for him. On reflection..stupidly overpriced. Show details

What a joke! – Ordered from the store at Chadstone and was told we would have to wait 4-6 weeks for delivery. Received an email 6 weeks later saying the order was cancelled, then another email saying it was still coming. Then another email with another date. Tried calling but spoke to someone in the US who could do nothing but we would be notified as soon as it… Read more

arrived. Two more emails - Two more delayed dates then finally my credit card was debited and another date - Just received another email advising goods are on back order (wait another three months). I want my money back!

Very happy with service and product – I almost didn't buy from West Elm after reading the reviews on this site. But we really liked the bed in the showroom, and decided to take the plunge anyway. I was very happily surprised that the customer service was excellent, I had to call the shop a few times to ask for measurements because we were selecting a mattress to go with it, and they… Read more ·  1

were helpful and efficient and friendly. I got a message from the delivery company almost immediately after placing the order, and it was delivered on time, put together by the delivery people and all the rubbish was taken away. We are very happy with the product. The only small gripe is that the delivery people were supposed to call before they arrived, and they didn't, but it was in the right time slot. So far the product seems good quality, so to be seen if it stands the test of time, but all up very pleased with it. It's probably better to buy directly from the shop (even place the order over the phone) then just order through the website.

They make things up as they go along – So I’ve been a fan of West Elm since it came to Australia from the USA a few years ago. I’ve spent a lot of money on bedding, kitchenware and even furniture in both their Chadstone and South Yarra store. These transactions weren’t exactly smooth either, I find their staff sometimes extremely rude and purposefully unhelpful. So the other day my… Read more

mother and I went in to buy the Zane bookcase in South Yarra. We were told it was sold out and that it was unlikely that any other store had it. We looked at a lamp that was on sale and when we wanted to buy it, we were advised that it was sold out even though they still had it on display. When I asked why they still displayed it, they informed me that the South Yarra store was a showroom and not a store like the Chadstone one. Something I’d never heard until that day. Utter codswallop if you ask me.

Anyway, we decided to go look for the lamp at Chadstone so we went and luckily we found two Zane bookcases by chance. The narrow one and the tall one. They were floor stock so we asked if they were for sale, we were advised that the narrow one had already been bought but the tall one was still for sale. That’s when another woman came over and said that someone had put their name down to come and look at it in three days so we couldn’t buy it. Despite having the cash ! How ridiculous! Have you ever heard of a store policy where they hold things with no deposit for the possibility that someone might buy it three days later?! Sheer favouritism over stock that’s supposed to be first in best served. I’ve asked for things to be held for a single day at that same store and I’ve found it put back on shelf so it blows my mind that they could have such presence of mind to hold something for three days.

We were also given the runaround when we asked for an explanation. They gave so many half assed excuses about how they have to get special permission from America to sell floor stock because there are some items that they aren’t allowed to sell discounted and about how they feel that they are doing their customers ‘a favour’ by selling us things. (I’ve bought floor stock before and there was no fracas like that that I was made aware of)Listen to the sheer arrogance of the staff that work there! Beware that because they have no written store policy so the staff are free to make things up as they go along!

Update

My mother went there on the Sunday and found the same bookcase still on the floor. It seems they weren’t as sure of the sale as they had told us. They seemed embarrassed and sold it immediately to her. That’s the risk in turning away a sure customer for the possibility that someone might consider buying it three days later. Hopefully they’ve learned a lesson.

Beautiful Stylish Products | Wonderful Service & Delivery – Have purchased and received several West Elm deliveries, products and quality have always been amazing, we’ve just received a large delivery on New Years Eve (sorry guys) it was the only window available so we took it and couldn’t be happier, the delivery team were absolutely amazing, it is a warm day here in Melbourne, not once did the guys… Read more

complain, they bought all of our furniture in, set it up absolutely perfectly and tidied and took all packaging, most lovely delivery team ever, so impressed and so happy as we now get to enjoy our New Years with our beautiful West Elm furniture all set up and ready to use, all round, a wonderful experience!

Co – Considering a beautiful rug for our new apartment. The lovely young girl suggested pay $30 for a sample which I did but I lost the receipt and the rude man at chadstone would not refund me.

Bought a coffee table, they delivered you a carpet instead! – Went to West Elm in Chadstone, and bought two side table, a coffee table and two lamps. Customer service at the store was excellent! Paid for the stuffs and was told delivery would be within a week. The day the delivery arrived, they delivered two side tables, two lamps and a carpet!! Even after telling the delivery person that we didn’t buy the… Read more

carpet and we are missing a coffee table, the response was “You bought five items we deliver five items, and these are your five items”. Now we are stuck with a carpet which isn’t ours. Customer service on the phone is next to useless. We have been told that it is being investigated for more than 5 days now and being escalated. Not sure what is there to investigate other than they messed up. All we care about is to get the carpet out and get the coffee table that we want! Never again we will shop at West Elm. Just beware what you buy may not arrive, or you might just get something different!

Very Poor delivery service – We purchased a dinning table and 6 chairs in March. Table was delivered within 3 weeks and 6 chairs only arrived late May. Product quality is acceptable. The delivery people on both occasions were not polite and were not really helpful. The 6 chairs were surprisingly delivered in 6 large boxes and required assembly. I don't mind the assembly;… Read more

except the fact that the delivery people were refused to remove the boxes. I now left with 6 large boxes (totally 2m height x 0.5m depth x 2m lenght) with internal packaging to dispose of.

Appalling in store service at Chadstone branch – Went into the Chadstone store nobody acknowledged us or offered assistance. We had a question about a pair of side tables - got a vague and confused reply from a shop assistant. Eventually placed the order online as it was easier than doing it in the store. Called Chadstone store to confirm an ETA. Shop assistant gave me the standard delivery… Read more

speel. Did not even ask for an order number and if she could of any help.

This is a high end store and shop assistants should be more attentive and deliver better service.

Customer service in the Chadstone store...? – We went into the Chadstone store yesterday to go and buy the couch we saw and loved. Took 3 people to attempt to assist us and we realised mid way that they were just trying to place an online order for us (could have done this at home if we had known). They couldn’t get the online register form to work and the lady with an American accent jumped… Read more

in and took over helping even though we were being helped relatively fine initially. The entire time the staff kept talking amongst themselves about some woman who was coming back in to buy/pick up a rug and were only partially paying attention to us. As we got to the payment screen on the online system the American woman jumped up and was like put your credit card details in there (as she was running off).

All of this up to this point took around 30 mins. We were sick of being ignored so clicked out of the online ordering screen and left. We went home and ordered it ourselves online and it took 5 mins. At least our sale didn’t go towards the store’s budget after the treatment we had.

We initially thought we would go into the store to get a bit of customer service but in the end it was worse off, and we still had to buy it online and pay for $179.95 for shipping from their warehouse anyway whether we were in store or at home. Really bad customer service for people who wanted to purchase a $2299 couch on the spot.

Luckily we loved that couch and still purchased it ourselves because that customer service really made us feel poorly about West Elm. We probably won’t be shopping there again despite loving all the products. We are building a house and need to buy everything from scratch to fill it so have a bit of money to spend. Shame West Elm won’t be getting another cent from us after this couch debacle.

Positive experience at Chadstone store – I was almost put off by the negative reviews on this site. I bought a sofa at the Chadstone store and each time I visited the advice and service was helpful and informative. I had to call to check on a delivery date and the customer service line in USA was also helpful and the advice was clear and accurate. The sofa is better than I expected so very happy.

A disgrace – I had wonderful service in the store but only to find out later that the 3 items I ordered would be delivered on 3 separate occasions – I work full time so this is a massive inconvenience and no, they cannot arrange for them to be delivered all on the same day but apparently being charged only once ($180.00) for delivery was a bonus. This store… Read more

needs to improve their customer service and allow customers to collect goods.

While I was in the store 2 customers wallked out and did not make a purchase due to the delivery fee being 1/2 the price of the goods they wanted to buy.

It's a pitty but I won't be shopping there again.

Love the products, customer service and policies... not so much – It is with a heavy heart that I write this review. Let me start with this: I adore west elm products. Beautifully designed, the quality is very decent so I don't mind paying the price. However, after purchasing a wonderful rug a couple of weeks ago, I have just found out that west elm is running a 20% off promotion which excludes previous… Read more

purchases - seemingly in contradiction with their "14 day price adjustment" policy.

Under their returns policy, customers are entitled to return a product within 30 days of purchase - yet there is no indication whether the goods are allowed to have been opened, used, must still be in original packaging etc.

After calling up the Chadstone store (place of original purchase) I was advised that the goods must be returned in original packaging and will be subject to a 20% "restocking" fee - even if it is just to return and buy at the cheaper price. Again, this "restocking" fee only applies to furniture under their returns policy - yet apparently the rug (which doesn't fall under their furniture category or furniture delivery terms) was subject to this fee.

After being on hold for 20 minutes to reach their online customer care line, I was greeted with an offshore representative. Asking her to explain their returns policy and questioning why it wasn't clear enough, I was advised that west elm can't just "write down everything that possibly comes under the returns policy" (so how are customers meant to know what they are entitled to return?), that "each store was at the discretion to accept returns how they wanted" (so they can disregard the west elm policy if they want to?) and that "even though you have the original receipt, how could you prove the rug wasn't from some other store?" (excuse me, are you calling me a liar who goes out of their way to find an expensive west elm knock-off WITH a receipt?).

I then asked whether I should report such a misleading returns policy to the ACCC, to which I received the response "you can report it to whoever you want" - she didn't even know who the ACCC were.

west elm, please stop confusing your customers.

Worst Customer service/ support/ purchase experience – Worst customer service experience. Our Deluxe order has taken 6 weeks to be delivered, and they have refused to assemble the items, or remove the packaging ( as stated in their definition of deluxe delivery). If you face any issues, these are not resolved at the store level, you are required to call customer service in USA-good luck getting… Read more

through to them.

Our purchase was made in store for over $1000, and we were told to expect a delivery within 7 days. Its been 6 weeks now! Furthermore, they we were forced to take a day off for the delivery, as they do not like to work around your schedule. Once the product was delivered, we asked if it was assembled, and if they were going to unpack it for us. They delivery company refused to unpack but explained it was assembled. Unfortunately, this was not assembled, we have called the store, their customer service helpline, and the delivery company! No luck! They even refused to give us a full refund of the product! So I definitely do not their products/ or service.

Awful, snobbish staff – We visited the Chadstone store and found lots of staff wandering around - but nobody prepared to actually serve. No eye contact was made and staff deliberately looked the other way when we tried to get their attention. A little coven of gossiping "designers" sat down the back of the store trying very hard to look important, (bless their little… Read more

try-hard hearts). When we asked a question about a $1200 item nearby they looked at us as if someone had just farted. The South Yarra store is worse. West Elm isn't so much full of nice furniture, rather its full of awful staff with no idea about anything really.