West Elm Reviews
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I ordered the chair on March 25th. Excited, it looked like a great item. After purchasing what the website said was in stock the delivery was set to be in 2 weeks. On April 6th I check the status of item and the expected delivery date had gone back to April 25th. West Elm made no effort to notify me of this delivery change. Not a big deal, I'm patient, but out of curiosity I called customer service. The representative said that "We had to wait on a part from our vendors, which should arrive in shipment tomorrow. We will ship your item after that". Great, some news. Time passes....
Another silent delivery change was made to May 31st. When I realized this I called customer service again around April 20th, because in the mean time I had received a couch I bought from Article, with no problems, so the delay confused me as it said the chair had not shipped due to being on "backorder". A different customer service told me the exact same story the first person did about waiting and the part should be there tomorrow and they'll ship after that. I was frustrated and suspicious, but I wanted the chair so I kept my cool. This time the delivery date did not change, so I was hopeful for a belated happy ending.
Today is May 31st, I live in CST time zone. Around 6:00 I called customer service to see what the delivery window expectation was. The representative said "They're cutting it close, but it should be there by 7 or 8, I apologize". I told her it's just good to know there's still time it could show up. I went to lay down in the living room while I waited. At 7:00 p.m. I check the tracking status and it says the item was delivered. I think to myself, wow, I didn't hear anybody, but okay. I check my doorstep, nothing there. I walk side, I walk around the property, I walk down my street to see if it was a mixup, nothing... A whole lot of nothing. I called customer service one last time, gave my order number and told the representative that it says it was delivered, but that it wasn't. She told me she was going to write an email to "the hub" which is their name for the delivery department since WSI delivers items themselves.
She told me that she was not able to see the delivery information herself, but that the hub would be able to give me an idea about what happened. On the inside I'm fuming. I mean, who says an item is delivered when it's not, and in this day and age how is their tracking system so poor. I'm calling "the hub" tomorrow, but I have very low expectations, and will likely have to contact my bank to get my money back. I've never been so angry with a company I thought was legit. I only think of Sonoma as a scam now. If you like something from their website, I recommend you find a comparable item from a more trustworthy company.
I purchased an Andes sectional from West Elm, which was delivered in late April 2022. In late May 2023 - thirteen months later- I discovered that a piece of the frame underneath had come loose and was hanging down. I immediately called West Elm and was told they are "so sorry," but they can do nothing because they have a "very strict" one year warranty.
This sofa is in a study and is not used often. There are no children in the household jumping on furniture either. There is NO reason the frame should be falling apart after 13 months! I love West Elm's aesthetic, but after this experience I will NEVER purchase an item from them again. AVOID. AVOID. AVOID. AVOID. AVOID.
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Please, never order from West Elm. We have never experienced such fraudulent business practice from a company like this. 5 months later and multiple phone calls later, items still missing. Our light was on the truck but they wouldn’t give it to us as they didn’t have all the parts of the table we also ordered that day?? Then later the light went missing. Now it’s “backordered” with no end in sight. Company doesn’t alert you, they don’t apologize or prioritize your order. They just will take your money and not deliver your purchase. Please, take your business to a honest company that stands by their products and has existent customer service.
Within 6 months of getting one of their sectional, it caved in and it is ever getting so closer to the floor-FYI this was one of their highly priced product which I ordered in blue but came in a weird greenish blue color. They refused to offer any form of fix. Contact me for pictures.
Absolutely terrible experience ordering furniture from this company. The quality is completely disappointing considering the high sticker price. My furniture piece came broken in multiple areas and in order to get a new replacement piece I had to wait almost 3 weeks. After confirming my delivery day and time and even getting a confirmation phone call that they were on their way, they never showed. When I called them to see what happened, I was told it had been cancelled with no notice and I would have to wait several more days for a new delivery day and time. Trying to get a refund has been even more difficult than the run around for a replacement. This furniture is Ikea quality with terrible customer service to boot.
A MONTH after I bought a bed, still waiting for it to show up. They came once weeks ago with the wrong items. I am giving 2 stars because the items that were delivered on time are nice furniture for the price.
The West Elm Octahedron Coffee Table is made of such poor quality that after a little over a year the paint is chipping and rust spots are appearing all over the top and sides. For $500 I'm disappointed and upset that it did not hold up to their brand of high quality items. Buyers beware. West Elm will not accept their products to be considered defects if you don't raise it in the first year. I fully regret not reporting the issues sooner when they started to appear and assumed West Elm's customer service would be more understanding to defective products.
I recently bought a couch from West Elm, which had to be assembled. The hardware that came with it was missing two bolts for the leg. I called West Elm, explained my situation, and they said I would hear from them within 10 days. After 10 days of not hearing from them, I reached out to them through Twitter. All they did was refer me back to calling customer service. It has been two months and I still have not heard from them. I had to go to the local hardware store and find matching bolts for those legs. Needless to say, I will never buy from them again and I will make sure everyone I know knows my experience.
No employee of this company has been helpful in the 6 months I have been dealing with this nightmare of a company. I ordered a bed frame Dec 2022 and have spent hours upon hours dealing with delays, missing pieces, cancelled deliveries (that are only cancelled AFTER I spend all day at home waiting). It has been 6 months of me sleeping with my mattress on the floor like I'm 19 or something after having spent over TWO GRAND on a bedframe that I STILL do not have. At this point all I want is my money back and now West Elm is giving me the run around about that. They are holding my money hostage and not providing what was paid for.
I have no other option left in my arsenal other than to report this transaction as FRAUD to my credit card to attempt to get my money back and to also NEVER give West Elm a kind word to anyone I come across. One chooses to spend such an exorbitant amount on furniture to receive White Glove service and this has been the most abysmal experience imaginable. I cannot even find words to describe how absolutely disappointed I am in this company. DO BETTER.
After waiting for months to receive our Telluride sectional and Portside table (with several delays), only half of our sectional arrived. We ordered in early April and received everything end of September. We had the opportunity to use the furniture for a month, packed the cushions away and fully covered the furniture. Living outside Seattle, we were sad not to receive the furniture during the summer as guaranteed by the delivery date. I spent hours on the phone, several times trying to find out where our furniture was. We recently uncovered everything on sunny day and noticed both the couch and table had molded and was swollen. Even worse, the table has started to chip up. The table was so swollen that we can’t even use the leaves. We are so disappointed, especially with how expensive everything was and how long it took to receive. After reaching out to West Elm, and some back and forth, they said there was nothing they could do being past the 30 days.
West Elm author review by ConsumerAffairs Research Team
West Elm is a branch of Williams-Sonoma, Inc., that was founded in 2002. Ninety percent of their products are designed in-house from organic and sustainably sourced materials.
Fair Trade Certified™: All of West Elm’s products are Fair Trade Certified™. Fair Trade is a movement that creates sustainable opportunities for workers through trade agreements. A percentage of product cost at West Elm is paid directly to a worker’s fund.
West Elm LOCAL: The West Elm LOCAL program finds local workers and features their products in West Elm stores. This program builds local economies and grows small businesses.
Design services: West Elm offers services like room planners, inspiration articles and consultations with stylists and designers. Costs for consultations can vary.
West Elm blog: West Elm’s blog contains posts about company news, design trends, lifestyles and consumer profiles. The blog also contains links to guest features from publications like Architectural Digest and The Atlantic.
Brand extensions: West Elm’s various branches include West Elm Workspace, West Elm Hotels and West Elm To the Trade. These groups focus on workspace products, hospitality products and trade deals for brands respectively.
West Elm Company Information
- Company Name:
- West Elm
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