James Schaffer

Squatting on the name incase I need it for something.

[James Schaffer @james_schaffer]

@westelm I love your furniture but after two instances where you failed to deliver the product (1 happened 2 yrs ago) and the horrible customer service you provide I am going to tell people not to buy from you. #badcustomerservice #fail #fails #brandfail

[James Schaffer @james_schaffer]

@westelm I was told that I had accepted the offer and therefore no more discounts would be applied. However, my impression was the discount was merely to replace what you had failed to deliver. #badcustomerservice #fail #fails #westelmfail #brandfails

[James Schaffer @james_schaffer]

@westelm in the end I was credited ~$650 for the value of the top. A fabricated top is gonna cost me a shade more. I asked about compensation for my inconvenience. No bathroom for three months, contractor delays, time and effort to find replacement, time on phone with @westelm

[James Schaffer @james_schaffer]

@westelm during this process your customer service was a mess. I was never allowed to speak to a supervisor. There was constant confusion with order status between website and what I was being told. #badcustomerservice #fail #westelmfail

[James Schaffer @james_schaffer]

@westelm you then proceeded to make me wait almost 2mo for a replacement. That one came broken. Then 3wks later ANOTHER came broken. #fail #customerservice #badcustomerservice #qualitycontrol

[James Schaffer @james_schaffer]

@westelm my 5 month bathroom vanity saga continues. In Jan I bought a bathroom vanity. For ~2mo the vanity sat in a warehouse due to an admin issue. After finally getting delivered the marble top came broken. That was JUST the start of this nightmare. #badcustomerservice #fail

[James Schaffer @james_schaffer]

@westelm I stopped tweeting years ago and this whole experience has brought me back to the platform. Taking away the ability for agents to provide some semblance of recourse for significant mistakes that measurably impact people (I don’t have a bathroom sink) is total bullshit.

[James Schaffer @james_schaffer]

@westelm I purchased a bathroom faucet from you 2yrs ago that ended up turning green and I had to cancel an order for bathroom fixtures that were “in transit” for over 3 months. I love your products but y’all need to get your logistics together and offer actual customer service.

[James Schaffer @james_schaffer]

@westelm I then was told that you could not even escalate calls to management anymore. I was informed managers do not take customer calls and that the rep would just leave a message and I may or may not hear back

[James Schaffer @james_schaffer]

@westelm when I asked what you could do to help the situation. I was told there was no expedited ordering, no compensation, no discount on future purchase. Nothing. I was told management took all these options away from customer service reps.

[James Schaffer @james_schaffer]

@westelm when it finally arrived, two months late, the marble top was cracked. This was encased in a wooden frame. For it to break would require an exceptional degree of recklessness. When I called customer service I was told I needed to wait a month and a half for a replacement

[James Schaffer @james_schaffer]

@westelm my last two orders with you have been disastrous. My most recent was a double vanity where delivery was delayed two months. I had to beg, plead, and deal with numerous people to get it delivered due to an order error on your end.

[James Schaffer @james_schaffer]

@philebauSF @richardbagdonas @chrissyfarr @HealthEugene @Techmeme I work at Klara as the head of product. We are a HIPAA compliant messaging platform focused on exactly what you asked about. Would love to help answer any questions.