I am really disappointed with West Elm. We ordered a large media console for our basement and it was scheduled to be delivered today. Using the measurements provided on the website, my husband confirmed that although it would be tight, the piece would be able to make it down the stairs.
As soon as the delivery people arrived, they expressed concern about the piece even fitting through the front door. We were extremely confused because, based on the website measurements, it would EASILY fit through the front door. Well dear reader, what West Elm fails to mention is that the packaging added an extra half foot plus to all the dimensions. They were able to just barely squeeze it into the house but there was no way it would make it through any other opening, and so they recommended we sign the document saying we were unable to receive the piece.
The delivery people didn't tell us what to do next, so I reached out to customer service. I was nervous because other reviews made it sound like this could be a miserable experience. However, customer service ended up giving me a full refund (not store credit and it included the shipping and handling fee, which was what I was expecting), which I appreciate, so I am amending my original review of 1 star. I would still be wary of ordering from them in the future as I cannot be sure what the actual dimensions of the item will be when we receive it (the rep I spoke with on the phone confirmed its delivery's policy to not open the box until it is in the final room for a number of reasons).
