West Elm launched West Elm Market in 2012, a “true neighborhood destination” that combined mostly American-made home goods and garden supplies with community workshops. “I think brick and mortar is an amazing opportunity to use our stores and our store staff as a vehicle to truly engage with the community in a way no other retailers are doing.” “I was reading all these reports that were down on retail brick and mortar, saying it’s all about online,” he told Fast Company in 2014. According to Brett, focusing on brick-and-mortar stores - rather than online, as so many retailers were at the time - was crucial to the brand’s rebirth. The company struggled to pull a profit until 2010, when Jim Brett (now at J.Crew) was brought from Anthropologie to West Elm to turn it around. West Elm was founded by Williams-Sonoma in 2002, just as millennials were aging into adulthood yet before the financial crisis of 2008 sent American bank accounts plunging. If West Elm’s performance gets better by the year, why is its consumer experience stuck in the Dark Ages? How West Elm became millennials’ home decor retailer of choice This rising tide of customer complaints comes despite the company’s exploding revenue in recent years. Despite the brand’s on-trend designs and accessible price point, customers are growing increasingly frustrated with the company - and they’re flocking online in a chorus of disgruntlement, clogging nearly every one of West Elm’s social media posts with pleas for their late orders or to express rage about a recent phone call with customer service. All across the internet, comments, blogs, tweets, and Facebook posts can be found protesting the home furnishing store’s customer service and delivery. “No one has contacted me.”Ĭustomers are growing increasingly frustrated with the company - and they’re flocking online in a chorus of disgruntlementĪlli’s experience may seem extreme, but it isn’t. “That order is sitting in a state that says it’ll be ready for delivery between 9/20 and 9/27,” Alli said. Finally, she said, through “literally begging” someone in order fulfillment, she got someone from the employee-only supervisor line on the phone - which made little difference. They told her that her June 9 order had been held up by a glitch that only the internet technology department could fix. Finally, on September 8, after months of silence, Alli received a response from West Elm customer service via Facebook messenger. She also tried Facebook, where West Elm requested she take down her post to protect her privacy, since the post contained her order number and email, which was likewise ignored. After being passed from one customer service agent to another, Alli told me in an email, she finally turned to Twitter, where her messages went unanswered. This September, sick of waiting for her item, Alli called West Elm customer service to inquire about the status of her order. Here are a few popular picks and their budget-friendly look-alikes to consider.Alli, a tech executive from Colorado, has been waiting for her West Elm order for months. The perfect addition to any living room, they come in a variety of styles, fabrics, and colors to suit any taste. West Elm sofas are stylish, comfortable, and built to last. Whether you’re looking for a cozy West Elm sectional dupe or a chic West Elm sofa dupe, fabulous look-alike options worth checking out are just a click away! Best West Elm Sofas, Couches, and Sectionals (Most Popular) RELATED: 31 Stores Like West Elm And Cheaper For Affordable Furniture & Home DécorĪlthough popular picks such as the West Elm Harmony sofa, the West Elm Haven Sofa, and the West Elms Olivier sofa are reasonably priced, who wouldn’t mind a good West Elm sofa dupe if it means you can save a few bucks?īelow, we’ve rounded up several West Elm sofa look-alikes that are just as stylish, but at a fraction of the price. They also offer a variety of fabric and leather upholstery options, allowing you to customize your sofa exactly the way you want. West Elm sofas come in a range of popular styles, such as modern, contemporary, and classic designs. If in particular, you’re looking for comfy living room seating, popular West Elm sofas and couches are as cozy as they are stylish. With over eighty West Elm stores across the United States and Canada, West Elm is a furniture store that has become increasingly popular in recent years.
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