West Elm Delivers Some Furniture Chaos to Customer

PHOTO: Oklahoma woman Christa Carter says West Elm botched a big furniture delivery, including sending a shelf without the actual shelves.Christa Carter
Oklahoma woman Christa Carter says West Elm botched a big furniture delivery, including sending a shelf without the actual shelves.

Dear ABC News Fixer: We purchased about $10,000 worth of furniture from West Elm back in March. We have had numerous problems with deliveries, and as of this fall, we are still missing some shelves from a shelving unit.

Originally, we were told that we’d have the furniture by the end of April.

We have reached out to the sales staff, management, customer service and even customer service supervisors. This is not a small town, money-poor company. This is a subsidiary of Williams-Sonoma, which also owns Pottery Barn. We would appreciate any help.

- Christa Carter, Oklahoma City

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.

Dear Christa: You told us you’d ordered a whole lot of things including two shelving units with base cabinets, two coffee tables, four bookshelves, a desk and chair, curtains and a chandelier. The items weren’t all shipped at once, though, and you estimate the delivery people came more than a half-dozen times with varying results.

For example, after you had already gotten the desk and a bookshelf, they showed up with … the same desk and bookshelf. Another time, they brought the frame that the cabinets go into, but not the cabinets themselves. On other occasions, you said items arrived broken or there were mystery items that you hadn’t ordered.

You fought the good fight and corrected most of the problems by yourself. But you were still missing those dang shelves. We took over and barely broke a sweat fixing this one; shortly after we contacted West Elm, they sent you the shelves and gave you 15 percent off the price plus a $200 gift card to make up for the hassle.

In a statement the company said, “We’re happy we were able to resolve Christa’s issue, but we know we let her down and caused frustration. For that, we sincerely apologize.”

- The ABC News Fixer

CLICK HERE to go to The ABC News Fixer homepage

Follow The ABC News Fixer on Twitter