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west elm

  1. Chadstone
  2. Bentleigh East Furniture Store

Reviews, get directions and contact details for west elm

west elm
"west elm lets you express your personal style at home. From mid-century furniture to organic bedding, shop high-quality and original designs for every room in your home."
Address: Chadstone VIC 3148, Australia
Phone: (03) 8537 9020
State: Victoria
City: Chadstone
Zip Code: 3148


Opening Hours

Monday: 9:00 AM – 5:30 PM
Tuesday: 9:00 AM – 5:30 PM
Wednesday: 9:00 AM – 5:30 PM
Thursday: 9:00 AM – 9:00 PM
Friday: 9:00 AM – 9:00 PM
Saturday: 9:00 AM – 6:00 PM
Sunday: 10:00 AM – 5:00 PM

Update Info

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Reviews
Was recommended by store to purchase things online and I could return them if they did not suit our home. Had to ring a 1800 number and 30 mins later I finally received a return authorisation after having to give the person the same information three times. The fact that you have to ring to do a return is so archaic in itself. I was then told I couldn’t return the items to a store I had to post them - even though I was told by the store I wouldn’t need to. I now have to pay $100 to return cushion covers. Absolutely no interest in customer service. Will never shop there again.
Bought two chairs but they both wobbly. Retuned it for replacement. The tracking shows the warehouse received it the next two days after I sent. Now it’s over a month, the customer service still says they haven’t processed the order hence no idea on what’s the next step. Will not recommend purchasing at west elm at all. Quality is poor, customer service is none. Worst experience ever.
I felt very dismissed in particularly by an assistant named Alice. I was enquiring about the returns/exchange policy for the Christmas period and half way through conversation I was immediately cut off as she saw her colleague walk through the store then she continue to ignore my query. I thought it was unprofessional and very disappointing. I would think during this time of year leading up to Christmas, staff would be more assisting and available.
Let me start by saying I love West Elm, Pottery Barn and Williams Sanoma products. I love visiting the stores and looking online. The staff are helpful with decorating ideas etc. BUT... after two negative delivery experiences, I will NEVER purchase an item from these stores unless I can physically carry it out. I purchased a rug two months ago, which was marked 'in stock'. I was told there would be a delay due to moving warehouses in Sydney. But several weeks later, I was told they have no idea at all then the rug will be delivered. Certainly not this year. I cancelled my order over two weeks ago. I'm STILL waiting for my refund. When I call or visit in store, no one can tell me anything. It's beyond frustrating. I know for a fact that I'm not the only customer to experience issues with delivery/refunds. I frankly don't know how they're still in business in Aust. Such a shame.
We’ve been purchasing products from West Elm since 2014. At that time when they first arrived in Aus we paid $12 to get a whole bunch of furniture delivered. Since then they have increased fees massively and now don’t even know when your order will be dispatched. 4 dining chairs which were in stock when I ordered in October still haven’t been shipped and they have no idea when it’ll be sent. These items can’t even be picked up from a store so you have no choice but to pay for overpriced delivery. I wouldn’t buy anything from West Elm unless I can physically see the item and take it then and there
Brought a total of 4 items, adding to a total of $5,000 at the start of October - 3 of these items on back order, 1 set of Drawers for END of October and the Side Tables for END of December. Come to END of November, no update as of yet on the Drawers the were to be dispatched in October. Spent 30 minutes on hold for the line to be disconnected. Responding to a post on their social media i finally received an email that the drawers are now on back order until the END of DECEMBER and the Side Table now out of stock with a later date again. Upon calling the Customer Service to get delivery address changed due to moving homes I had placed 2 orders with different addresses based on the dispatch period provided i found out the call team are US based, not confident in changing addresses and overall unhelpful given the circumstances. I then asked why the dispatch date or status of stock on these items are continuously being changed to then be informed that they only look at the stock levels when the order is updated in the system once received in the processing department, not as the stock is ordered. They are selling items at a premium price without even having the stock to dispatch at the time period they firstly provide.... I placed my orders on the 3rd of October, likely to now not receive the whole order until Mid to Late January if i'm lucky....3-4 months after i place the order.... Greatly disappointed in this experience and once i receive my items i will be unlikely to order from them again. UPDATE : 1. Purchased a King Size Bed which was the ONLY thing that arrived as expected when purchased, upon going to assemble it noticed the Headboard was not delivered - currently sleeping on the floor as there is no possible way to put it together without the headboard. 2. The other 3 pieces i brought in Early OCTOBER 2021, are now further delayed until mid-JANUARY 2022 I’m expecting i won’t be having a bedroom suite until Mid 2022 with West Elm’s current delays, despite paying such a high price for such a poor service
UPDATE: Michelle from Customer Service @ West Elm contacted me and did go above and beyond rectifying the situation to the best of her ability. Ultimately, I have now received my furniture which I REALLY DO LOVE, and honestly, I just love their furniture - it's 100% my style. I even purchased new coffee tables from them. Thank you Michelle. .....So far the worst experience ever! About to jump on the phone once again because still no one follows up as promised. Why won’t you give me my couch? Was supposed to be delivered 4 days ago!!!!! Terrible company to deal with when things go wrong. The pits. Fob you off to delivery company. Will not take ownership and help. These products are not cheap. Think this call will be the one to cancel the couch. Ordered a bed too. Think it’s take to take my money elsewhere!
2 separate orders of a plate and a bowl came delivered in pieces, after waiting over 6 months for them to come. Never have had any issues buying ceramics and other brittle materials from any other online store but this one. Absolutely pathetic, and it goes to show with their 3 star average rating.
Just enjoying a Chaddie shop until we went to purchase the White candleholder on the 20% off table, I know it says selected items, but maybe don’t put the sign right next to an item that is not “selected”... Staff member wasn’t great either.
Tried to buy an $800 armchair but the staff had no idea how to put through the purchase! She also made me wait while she slowly finished another task which wasn't urgent as there were no other customers. I ended up walking out without the chair. The owner/s should be aware of this. Good luck trying to stay open.
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