EXPENSIVE ITEM AND VERY BAD QUALITY
Written: Jan 29 '11
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We ordered this bed because we thought the design was elegant and smart. The queen size set us back about $1500 with taxes and shipping. We received the original bed on 12/29 and was set up by the white gloves service. After they left to my dismay I noticed that the frame had a rather large dent and the paint was scratched, I ran after them so they came back and try to "fix" it. They actually had a can of paint on the truck that made me think that this happens quite often. However the paint sheen did not match the original paint and looked like a big smear. I then called West Elm and asked for a replacement, the first phone call with customer service was very pleasant and they offer to send out a new frame. The day after I realized that also one of the drawers front was damaged so I called back to have replaced as well. This experience was much less pleasant but I thought maybe I got a "not so nice and helpful" operator. Anyway, 2 weeks later the new frame arrived when unpackaged it was actually worst that the one we had and the drawer front replacement was not included. You can immagine how annoying this was we had to take everything off the bed and the storage for nothing... and the crew that delivered the frame told us that "it happens all the time"!!! Again I set out to call customer service I was on hold for exactly 47 minutes and 36 seconds but I was determined to talk to someone and get this resolved. Finally an operator got on the line and assured me that a full bed replacement would be sent out. Today we received our replacement, no drawer front was included in the shipment but at least they were able to replaced the smeared piece. Needless to say that the quality of this bed is very poor compared to the price, I can get much better quality at Ikea for a third of the price. I wish I could return this bed but at this point I have donated our original bed frame so we are stuck. Will never buy something from West Elm again... and since I am an architect I will make sure that anyone I know or will ask or recommendations knows about this. I wish I had read some of the bad reviews West Elm has (and they are plenty around) and not made the commitment to buy this bed.
Recommended:
No
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