Toronto, Canada
109 Atlantic Ave
$$$
+1 4165370110
N/A
DeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible car parkWheelchair-accessible entrance
I ordered the Harris Terminal sectional sofa back in September - it's custom because you choose your fabric. It finally arrived in January, which I understand the delays are caused by Covid - fair enough. But what I have an issue with is after the long wait, the cushions are all different - one is firm and the others are soft. The back cushions are all different as well - some are fluffier than others that are flat. Makes you wonder, did I receive used cushions with new covers or what. I've been waiting for a while, but have still not heard back from their support department about the possibility of getting the cushions replaced. These pieces are a few thousand dollars, the least they could be is consistent, which they are not.
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The store itself, the product, and the people are all great. Its a big store with lots of options and nice items. The three stars is because of west elms horrible instore or online ordering system, everything is not connected to each other and it makes it extremely difficult to get items that aren't in-stock. The only saving grace is the hard working people who do their best to work around the system to get you what you want.
My experience was not good with the online store. I ordered something online and they messed up the order. Instead of making it easy for me, they did not. I am going to return the item to the local liberty village location today or tomorrow and wait for a refund. Brutal especially during covid. All they had to do was mail the part of the product they forgot to include??? End of story. Instead of their policy’s and procedures working for them, it eradicates common sense. My saga continues. I return my item to the Liberty Village location. Nothing for a week. Then I call and I am told oh sorry yes, I will receive my refund in 3 - 5 business days. Next few days the item shows up at my condo, this time complete and I am told to return it to receive my refund. This is unacceptable!!!! There huge disconnect in your operations and you simply DO NOT understand customer service. I’m taking my business to CB2.
I made an online purchase and picked up in store at 109 Atlantic Ave on November 28, 2020. I didn't like the product and decided to return. I called the custom service the next day to get a return authorization. They told me that the store didn't check it out and I have to wait till they processed it correctly to request a RA. I waited 2 weeks. Nothing had been done. The customer service told me to just bring it back to store and tell the store to check it out. As instructed, on December 13, 2020, I dropped it off at the store at 109 Atlantic Ave and was told that the refund would be complete in 5-10 business days. Till today, Jan.7, 2021, I have not received the refund. I have made 6 or 7 or more calls to the customer service, spent hours and hours on it but all I have got is that they couldn't find the item and didn't know who did it. They asked me to go back to restore the identify the person who took it back as if they don't have a record to find out who worked there on December 13, 2020. I requested a call back from a manager from the call center. Response was the normal call back is 3-5 business days but due to current work load no guarantee of the time frame. This company owns me money. And I have to beg for it.
Large and spacious furniture store that has ample parking underground. The sales associates do not really approach you while you are shopping but help out when you go to check out. The delivery was very simple and right on time.
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Wheelchair-accessible car parkWheelchair-accessible entrance