West Elm Reviews

We purchased the Audrey 6 Drawer Changing Table and Topper in Parchment for our son’s nursery. We chose West Elm because of its reputation for quality and expected it to last for many years. Unfortunately, that was not our experience. The drawers on the Audrey 6 Drawer Changing Table slid open on their own almost immediately after delivery. Super dangerous for kids room. We contacted West Elm about the issue, but were told there was nothing they could do. We eventually had to place shims under the front feet of the dresser to tilt it backward just to keep the drawers closed. It was frustrating to have to modify a brand new piece of nursery furniture just to make it function properly.

I spent $30,000 on West Elm backyard furniture. Within months the furniture is cracking open leaving gaps in the wood. The table is not usable because the boards are warped and can’t sit a drink on it. Customer service is horrible and the rep wouldn’t even give me her name and hung up on me when I asked for a manager. I have sent tons of emails and no one responds. Trust me save your money. You will thank me later. It looks like I’ve had it for years after one season.

I reached out by both chat and phone call to cancel part of the order that was not shipped and expected indefinite delays. Not that I knew that I’d be ghosted by both chat with sales associates and phone call with customer service. They will put you on indefinite hold and not willing to help. It is almost as if they don’t want to deal with you at all. Your shipping will be delayed and it will be extremely hard to get anything returned or canceled. I’ll never make any order from this place.

Do not order from West Elm. They take out double your order on your credit card. When I called them the customer service said that was company policy and in 3 to 5 working days I would get credited the pending amount back. I don’t understand if they are getting paid for the order then why do they charge me double.

Can I give this company zero? The last few times I have ordered weeks later sometimes months later they canceled the order and say it’s unavailable or some other reason. I’m not even sure I’m getting refunds. This company should be held accountable for shady practices, and bait and switch. I ordered these pillows in November 2025 and paid for them and I am just now in July 2026 getting the notice the order has been canceled!

I have never experienced a more frustrating, drawn‑out, and poorly handled order than my recent purchase of the Hughes double bookcase from West Elm. What should have been a straightforward furniture delivery turned into a four‑month ordeal filled with incorrect orders, incompetent communication, and dismissive customer service.

I’ll we spent over $6000 on the 2 pc Harris sectional and it was delivered with stains! The delivery crew took pictures but left it there. The customer service team refused to replace with a new couch and after weeks of promising call backs and escalation- they just closed our case!! And didn’t even notify us. Items delivered in unfit condition should be refused delivery to avoid this nightmare.

Updated on 07/22/2026: Purchased a $1700 bed and received it one month later. The delivery team was required to assemble onsite but after getting half way they could not finish because one side of the bed rail had nothing for the bolts to go into. They called the company and I was given the option of taking the bed apart and returning it or sending a 3rd party to try and repair the issue. I chose to have it repaired and later found out that it had been discontinued in the queen size so it seemed like I made the right choice.

Ordered a coffee table March 10th, they said arrival was between June 24-July 12. Now I see it has been delayed with a ‘estimate’ ofJuly 31… What’s up with this company?! How they manage to keep a single customer is beyond me! At least tell people what the problem is, or just don’t take their money! I shouldn’t have to check the tracking repeatedly to be informed. The container was delivered June 3… Where has it been since then, nobody knows?! Please think twice before ordering from West Elm!!

No quality checks before items leave their warehouse. I ordered two expensive pillow covers - when received - both defective. I put in for a return. I unfortunately ordered them again -- When defects again. Absolutely unacceptable. Not enough customer service people to handle angry customers. Returns are a nightmare.

I purchased a custom‑made pull‑out sofa that I’m happy with, but the customer service experience has been very poor. When delivery was arranged, a female staff member spoke to me in a condescending, ironic tone. A simple scheduling call became unpleasant for no reason. I didn’t complain at the time, but I now see that I should have.

I was always satisfied with West Elm's products in the past. Recently I bought 3 throw pillows and a rug. All items seem to have their colors and patterns printed on a white, "fuzzy" base. I could not tell this from the photos. I bought these items because I liked the patterns and colors, which are pretty dark and you can see the white fuzz when you step onto the rug (and move the surface slightly) because the print is only on the surface of it. I am in disbelief that West Elm would even offer items like this. The same with the pillows, but that's not as critical as the rug. We also have already white "holes" where the rug lost the surfaced print already.

Ordered a table which was delivered 6/2/26 with no hardware or assembly instructions. Was told they had to contact the "vendor" and it should arrive in 10 business days. Did not arrive. Called again. Was told hardware was shipping from overseas. On 6/19/26 was told "Shipping label created" and UPS tracking number provided. On July 1st, still not here. Called again,. Cannot tell me where items are in process. Really? How can a company not track this in detail in this day and age? Castelry provides much better service and I will order from them moving forward!

DO NOT BUY. This is an overpriced company selling cheap furniture and offering horrendous customer service. Delivery came 7 weeks later than it should have and when the item went on sale, they would not match the updated price because I took delivery 24 hours earlier. Just obnoxious.

Delivery delayed for 21 days, constantly lied and deceived by customer service representatives. Please double check everything with this company. I would not recommend the company just because of poor management and terrible customer service.

Very disappointing experience. After waiting a month for my items to finally arrive via white glove delivery service, two of the items arrived damaged or incomplete. The dresser arrived with a large gouge on the top/front (very noticeable) and the bed frame box had already been opened and the hardware removed. As a consequence, it could not be assembled. Now sleeping on the floor and living out of bags since I had had my existing bedroom furniture removed to prepare for the delivery. No immediate offer of compensation or promise to rush delivery.

DO NOT shop here. There are way better companies. You will regret it. They are the absolute worst company I have ever dealt with. Spent over $20,000 with them and they treated me like dirt. It’s been over 7 months since we ordered and they haven’t fulfilled their end of the deal. They’re happy to charge you though and then when you call for help and an update- their rep will yell at you! I’ve never been so disappointed and disrespected by a company in my life. I have asked for the recording of my interaction and will post it for the world to see how West Elm treats customers (who call in and aren’t aggressive in any manner).

Damaged products are being shipped to customers, not once… but five times. And then I had to beg to be compensated when I gave up and took the last delivery. I ordered the Anton 85” 9 drawer dresser. #1 came damaged. A couple of good gouges and some missing stain. #2 more deeper scratches and missing stain. We were shocked that they had sent 2 damaged dressers (not knowing there were still 3 more to go). When we called the delivery “customer service” they said we could keep this one until they delivered the perfect one next time. #3 major scratch across the whole side and missing stain. Also this one was supposed to be “inspected by a supervisor.” #4 same as #3. #5 the legs had pretty big gashes on the back sides. Four of the drawers had dents.

Subpar quality & customer service and never, never on time. I was just trying to use the gift card they sent me after 3 attempts to buy a custom couch gone wrong (it took almost a full year to finally get a couch that was not defective). I ordered a coffee table with the gift card April 4th - the item was not available for pickup at the any of the stores near me (there are at least 3 stores in my city). So I paid for regular delivery since last time with the "white glove service" my front door was damaged and I had to file a claim with the delivery company they farm it out to. After multiple changes in delivery date ranges, the table will now allegedly arrive when we will be away on vacation (3 months later).

The absolute worst customer service on planet earth. Reps never call you back. Managers tell you they can’t help you until your order is delivered which was their delay. Incompetent people work for West Elm. Shop elsewhere.

After three months, I have still not received my $771.34 refund for an order. West Elm’s failure to complete a simple refund is staggering and unacceptable. Here is the timeline of their incompetence: Failure 1 (February): The initial electronic refund failed immediately. Failure 2 (March): Without my permission, they tried to issue an e-merchandise gift card instead of a cash refund, which I had to force them to void. Failure 3 (April): After I complained and left a poor review, they promised to mail a refund check via USPS. Failure 4 (May): The first check never arrived.

Returned a table bought with a gift card and was told the funds would be returned to my physical card within 2 hours. I shopped around at the physical store, picked out three alternative tables I liked, but they were all out of stock.. What is the point of displaying items you can’t even sell to me. I call that Fake Elm instead of West Elm. Anyway, it is two days later, and I decided to shop online and waste more money on shipping costs. I went to check out my new cart only to see my gift card still has zero funds.

IF I could write zero stars I would. Our extremely expensive couch broke very soon after buying. They took forever to come repair it. Then it broke again two days after warranty expired because warranty ran from deliver date but we couldn't use our couch because it was broken for a period of that time. They will not get back to us and continue to say it is out of warranty, but it is the same break that happened immediately after delivery.

I ordered a sofa in late December 2025, and it was delivered early April 2026.... and it arrived without the hardware and legs. I was told the legs were on another moving van and would be located and delivered within a few days, but that never happened. The sofa was shipped from Hong Kong without all of the necessary parts, and the company then refused to send the missing hardware by any method other than boat. After more than a dozen calls to customer service, I was told I would have to wait until September 2026 for the legs to arrive. As a result, I have had to wait an additional five months before I can use the sofa, which is still sitting on the floor without its hardware or legs. Customer service has been completely ineffective in resolving the issue.

We ordered furniture in February and are still waiting!! We received one delivery that only included 1/2 of a shelf. Still waiting for a desk unit. Customer service calls are very lengthy and not helpful. We are beyond frustrated! They keep telling us that we will hear back but we don’t and then call times are an hour or more and nothing gets resolved. Once we receive our ordered furniture—IF we do, it would take a lot for us to order from West Elm again. Furniture is nice but customer service and delivery is a nightmare. They send us surveys every day and can’t be submitted!!

Harris 2-Piece Bumper Chaise Sectional (100"–116") -- zippers broke right away; customer service claimed we washed it the covers and we did not!!

I ordered the Sintra Coffee table and Penn chair in early April 2026 online. The estimate for delivery was before April 30th. I needed these items ASAP so I ordered them as the estimated delivery was quite soon. Estimated delivery window has now been pushed to May 1-21. When I called West Elm support asking why there is a delay, the customer support guy mentioned it is a 'drop ship' order and it could take at least 2-4 more months for delivery as these items are manufactured in Vietnam and Philippines. The estimate given is something that is never guaranteed. :D

Do not order anything from this company that needs to be shipped! They will not work with you if there are any issues. They charge an exorbitant amount for shipping and charge for returns. Items take months to arrive even though they will tell you it is in stock and will arrive within one week.

5 stars for Customer Service, in particular Tina **, who helped turn a really frustrating experience into a positive one. I ordered 2 couches in November 2025, and they were continually delayed until April 2026! When they finally showed up (the delivery service was excellent!), the color was completely off. Multiple calls to Customer Service (whose agents were all polite, professional, and helpful) led nowhere until Ms. ** was able to document my issues and arrange a successful and very rapid return of the couches and refund of the amount paid. Throughout she kept me informed and updated and was unfailingly polite and patient. Her outstanding service kept me as a customer and represented the very best of West Elm.

Placed an order on 03.20.2026 and randomly received the package on 04/25/2026. Well on 04/25/2026, I was on vacation when the package was delivered to my front door instead of the apartment office and of course when a package sits out in the public eyes for days at a time - it was stolen. West Elm did not insure it and I am out $87.04. The Customer Services SUCKS (attitude: not my problem - we send you an email while you were on vacation). I will never buy anything from them again. If this happened with Amazon, they immediately replace items. So disappointed!

I bought a table in the store, when I got home they had given me the wrong table. I want to ship it back, I live an hour and a half away. They told me I had to bring it back in, even though they clearly have an online service and could send me a shipping label. I would never buy anything from a store with such poor customer service again.

I ordered 4 chairs via the open box program (which means you cannot return them) and paid for white glove shipping. They said they would wait for all the chairs to ship at once. Then one chair arrived in a box on my doorstep. I had to unpack it and carry it in. I called to ask for my money back for white glove shipping. They said no, I spent an hour on the phone fighting with them before they would credit me for shipping I didn’t get. They still charged me for regular shipping. Then the second chair was supposed to be delivered. They changed the delivery time the day of delivery so I called to say they could leave it. They told me to write a note saying it was ok, which I did. Then the delivery guy told me if I didn’t call him back right away saying they were ok to leave it, he was going to take the chair. I was at work and could not respond immediately.

Order cancelled with no explanation or email saying so. So I didn't find out until the day it was meant to be delivered.

Horrible service. Do not purchase from here if you care about where you're spending your money.

West Elm used to have good quality and good customer service but it has completely gone off the rails. The quality of furniture is non-existent. Items consistently arrive damaged or break after a short time. Their prices go up as quality deteriorates. Avoid this brand and all William Sonoma brands at all costs. Don’t waste your money.

I was interested in buying a table - it was only listed online as available with white glove service delivery - 180 dollars. I called in and was told that to order then call back in and change the terms to simply be deliver to my door. When I did, they then told me this was not available and wouldn't stand behind what I was told previously. Customer Service at West Elm doesn't know how to talk to customers and I have found them to be an unethical organization on more than one occasion.

I ordered 6 chairs from West Elm in December 2025. After being forced to contact them over a dozen times — each call lasting an hour or more — West Elm only managed to deliver 4 chairs in April 2026, three months late. The remaining 2 chairs are now "no longer available." West Elm failed to fulfill my order, failed to communicate proactively, and wasted countless hours of my time.

I have been trying to return a sofa with obvious fabric issues for months. Keep getting the run around and being told they cannot adjust my purchase. I asked for an exchange or credit. I sent photos of the problem whose were quite noticeable. They are totally unfair and have a terrible customer service policy. Severely disappointed with West Elm.

I paid nearly $5,000 for a sofa from @WestElm. It arrived damaged. I submitted 12 photos. Your team confirmed they received them and said someone would follow up. No one did. Instead: