West Elm

Full review
Very slow delivery and poor tracking information available if ever.  Customer service rep. by phone doesn't often have any more information to offer you and if you email customer service, they don't respond.
I placed an order on 1/2/09 for a set of towels (2 bath, 2 hand 2 wash clothes) and 8 mugs.  I have only received the hand towels and that was on 1/15/09.  When I called the customer service number, a very polite rep. could not tell me where the rest of the order was or when to expect it.  He confirmed that an email would be sent once it shipped.  I got the email 1/16/09 (coincidence?) but the UPS tracking number revealed nothing other than they had picked it up.
I called today, 1/18/09, to see if customer service could give me any more information.  Again, a very polite woman WAS able to tell me where it was and that it is scheduled to be delivered on 1/21/09.  On her own, she noticed how long ago the order was placed and offered to refund the delivery charge, which I accepted.
I can't speak for the quality of the products except that the organic hand towels I did receive seem thin and don't really feel like 100% cotton.  It's too bad they put so much money into the catalogs but really fall short on the delivery and follow up.  I will not be ordering online again.  Wastes too much time.
I think it's strange that the reviews here are either 5 checks or 1 check.  Makes me think the posters of the excellent reviews are West Elm employees.