Jeninne V.

We ordered a smeg toaster mid November from West Elm. At the time I was notified that it is a non-returnable item. The order successfully went through. 3 weeks later I contacted West Elm because there was no item shipped nor a tracking number. I found out that any third party item they do not offer tracking numbers on nor can they offer any update on the order status. I was told it would be received by December 18th and most definitely not to worry about not having it for Christmas. I called back on December 20th, giving it a couple of extra day for holiday delays. I was informed again that they have no way of tracking or gaining information on this item. I was promised it would be here by Christmas or someone would be letting me know otherwise. I was in contact with a supervisor who then emailed me the same information. I responded to his email within 30 minutes of receiving his, as of 12/26 I have yet to have him send me a reply. I contacted again the customer service number and was told again, it would be here by Christmas or I would receive communication otherwise but beyond that they could not give me any information other than it was ordered and not returnable. I then called 12/26 and was told they would be able to "request" the item to be cancelled but have no way of sending me a confirmation of the cancellation request or documentation of our discussion. I was informed they have no way to send emails to customers with updates or any kind, ever. So, this is where I stand, they may or may not cancel my order, they may or may not fill the order. There is no time frame as to when I will have an answer to the status of my order.