West Elm internet order #[protected] plow on 07/20/2018. Email confirmation received that the Eco Stay Rug Pad would be shipped on 08/16. As of 08/30/2018 I have not received the merchandise. I've attempted to make several calls to Customer Service. Most are extended hold times and a few the connection was actually severed before I was able to speak to anyone. I also attempted using email; I sent a request for status on 08/16 and finally received a response FOUR days later 0n 08/20 indicating that I would get an actual shipping confirmation in 2 - 3 days and that Chanteria K. (signature on the email) would be following my order until the shipment was confirmed. I've never heard from Chanteria again despite me sending follow-up emails for status. My online account continues to show the status of the rug pad as "pending".