16 Dec, 2020 → by ClaimboUser563028
Lost items and ridiculous fees

1

Second lost item from West Elm/Pottery Barn (first was a Christmas stocking). Ordered a set of chairs and a coffee table at full price only to have them go on sale a day later. I requested a price adjustment or cancellation but was told they had already "processed" and they could not offer either. A week later, items still had not shipped but items went on sale even more. I canceled the items, eating the $150 "shipping and processing" charge (one item was backordered and was able to be fully canceled) and reordered them, this time through the store thinking that would help. Estimated delivery was between a week and three weeks later. The coffee table supposedly shipped over 2 weeks ago and the chairs shipped a week ago and are waiting delivery despite the fact that it says the table ships directly. Emailed West Elm to inquire about items as they appeared to be lost and was told that table had shipped recently (person misread the tracking and looked at the chairs) and would arrive the next week. The next week, they told me the table had arrived but was awaiting delivery of the chairs which would arrive early this week. This week they told me neither item had been received yet, then told me "all" the items were awaiting final delivery and then said all items had shipped but had not been received yet. I understand there may be delays but I have now paid over $350 in processing and shipping fees and no one can tell me where the items are or when they will be received. For that much money the items should be easily tracked and located and customer service should provide accurate information. I have requested a full refund of shipping and processing fees which as of now they are unwilling to do despite the fact that they have no idea where anything is and give me a different answer every time. User's recommendation: Do not order. They will charge for shipping and processing but items are lost/not delivered.
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