To whom it may concern,**My wife and I have been customers of West Elm for a few years...
GetHuman1971507's customer service issue with West Elm from January 2019
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The issue in GetHuman1971507's own words
To whom it may concern,**My wife and I have been customers of West Elm for a few years now. We have always shopped at your store in Breton Village Mall in Grand Rapids, Michigan. At first we wanted to store browse and look at merchandise. Then we started buying vases and general merchandise to decorate our house. Eventually, we had one of your interior designers come out and help us furnish three rooms in our house. We spent around $**-**K for furniture and have been very happy with what we purchased. My daughter liked what we selected and bought a few chairs like ours for her home. **We were planning a Christmas party in December and wanted another a new chair for the dining room. My wife decided that the best place to buy it would be from West Elm. She made the hour drive to see what was available in stock. She took pictures of chairs with price tags already on them and sent them to me to look at and help her choose. Which we did.**After selecting the chair we wanted the cashier had a conference with your store manager and decided that they could not sell the chair because it would detract from the appearance of the floor-plan design.**When my wife explained that we needed a chair for a family holiday she was told* “We would prefer you buy two chairs, not just one.” She was astonished that she could buy both chairs but that they wouldn't sell her just one. The sales manager's response to her was cold and insulting. My wife was belittled and left your store feeling humiliated. The manager led the verbal assault while sales assistant stood by and offered no apology for the managers behavior.**I was appalled when I heard the story from my wife so I called the store and asked for the manager.When I got her on the phone I asked her to identify yourself and she told me that her name was Erin. When I told her what I was calling about she explained to me that West Elm was simply a showroom for an online store and that we should place our order there. When I told her of my displeasure with her treatment of my wife, I asked for her name and was refused an answer because she “was not comfortable” giving it to me knowing that I was going to complain.***I have been in customer service for over ** years and I am not in the habit of complaining about a bad customer experience. I would normally just stop shopping at such a place. In this case, the disregard for a returning customer, the level of rudeness, and the and general lack of professionalism directed at my wife is inexcusable and cannot be ignored especially after the amount of business we have done with you.**I am asking that a district representative get involved with this. As it stands right now, we will never buy anything from your store again without a personal apology from Erin who “doesn't feel comfortable” giving out her last name. Additionally, we will continue being proactive in telling our house guests, friends and family about our experience at West Elm in Grand Rapids. **While I did not want to write this letter, the shame that my wife felt when she left your store compelled me. As I close here I am physically nauseous and relieved I am done.**Regards,**Joseph Bichler (phone *** *** ****)**cc: Joani Gill
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