Industry West

This is not a well functioning business. They have nice seating however their customer interaction and delivery is abhorrent I placed a large order with this company and they tried to deliver to a remote location with a palate truck which of course did not work. Two weeks later, multiple wasted trips up to this location and countless phone calls/ emails later they finally found a company to deliver this order. Then I received my order with a piece missing and yet another missed delivery. Their customer service is dismissive and rude. They have no appreciation for their customers time and do not make this an easy process. I spend more time chasing the items I have already paid for Incredibly disappointed and will never order from this company again.

Bought a "Full" sized solid wood bed, had it shipped across the country. What I didn't realize and what the description failed to mention was that this was a European Full sized bed, which is very different than a US Full sized bed. Had to fight with them to get them to send me slats that would fit, which they eventually did send. But now there's a huge gap around the mattress. Every time I walk into that room, I cringe and I wish I had sent it back. Customer service was not great during the whole dispute, did not want to accept responsibility.

Hello, the CMO Was suppose had contacted my husband, steve Brattin owner of SVB Wood Floors in our recent experience with our order. No call has been made to him (no surprise there) We had Ordered Lyft chairs for our showroom. Needless to say the quality of the chair looked cheap in real life than on your site. The fabric was messy and had gotten everywhere during assembling (fell off in ball like). Oh ya beware chair does not come assembled either (not mentioned in chair description) Once chair was assembled fabric was so itchy and too uncomfortable to sit in. I contacted INDUSTRY WEST immediately took them a few days to respond (used the chat on their site). Finally responding back to me I was told there would be a restocking fee and we are liable to ship them back. I had asked if there was a way to ship it back with a shipping label they would provide and deduct it from our amount They said no, they can’t do that. So Went to UPS to ship them back to find out return shipping would cost $400. So I reached out to INDUSTRY WEST AGAIN as to hopes they would make it fees-able to get items back to them but was given the same response as the first time on their return policy. As a misrepresentation on their site they should be covering all the cost. Though they waived the restocking fee they still are sticking it to us to return items back to them ($400s/h). The customer service from start to finish was slow (specialist on their chat took a day or sometimes days to respond). The trade discount was not reflecting (took 2 days to get that resolved)and was given a code which came off as a shipping credit. Then I was told I didn’t pay for shipping from a support member in which was suppose to be in a form of a trade discount and wasn’t.