West Elm Reviews

How is a company of this size still operating in 2026 with customer service only by call or fax??? I ordered a shower curtain which I paid for with a gift card and the rest in cash. They notified me of an e-merch card containing 25% of the purchase amount, which forced me to call customer service, wait 25 minutes, then sit on the phone with a rep for 35 more mins while she figured out why I didn’t get the proper refund. I wanted the portion I paid for in cash refunded to my card and the rest as a gift card. At least 10 mins was waiting for a supervisor to respond and ultimately she accidentally put all of it on a gift card. I had to go back to work so I hung up. I don’t understand how a company has this horrible of customer service?!?? Has nobody ever returned an item they’ve paid for with 2 forms of payment before??? I worked at JCPenney in high school 20 years ago and could’ve handled this better.

I ordered a portside outdoor dining table just about 14 months ago and all of the boards that form the top of the table have already cupped after only a year of service. They would do nothing to rectify the table or provide any sort of credit. I covered the table in the offseason and still had this problem. They wouldn't stand by the performance of the product. Terrible experience.

Extremely disappointing experience with West Elm. I would strongly caution others before purchasing from them. I purchased a wool-jute rug from West Elm that turned out to be the source of a clothes moth infestation in my condo. This was confirmed by a professional pest control inspector whom I had to pay $155 to hire. When I contacted West Elm customer service, rather than taking responsibility or helping resolve the situation, the first representative blamed me for the infestation. I called again, and another representative hung up on me. After getting nowhere over the phone, I was forced to rent a truck for $100 and physically return the infested rug to a West Elm store myself.

Discontinued the crib I bought so by the time I went to buy the toddler bed conversion kit it was discontinued. Messaged customer service and was given no alternative options. Basically "sorry for the disappointment." It was an expensive crib that I intended to use to transition to toddler and then full size as advertised.

Communication and transparency are a real problem with this company. They can’t locate your item and when you escalate they keep pushing the timeline and tell you to have patience. I ordered my cabinet in June 2026 and it was back ordered only to now be lost by the delivery hub. They are happy to pass you between department and the hub without provide clear timelines on anything. Avoid!

I ordered two chairs from West Elm on June 21, 2026. They were finally delivered on July 30, 2026. The chairs weren't as expected and I requested a return the same day. After the third scheduled return, the chairs were finally picked up on October 1, 2026. I have still not been issued a refund despite the chairs being in the possession of West Elm for 2 weeks. I have contacted them several times and have been told that the chairs have not arrived at their warehouse (although they know the exact date and time the chairs were picked up at my home). I was told once the chairs arrive at their warehouse, it will be up to two weeks before a refund will be issued. I find this unacceptable. They have had the chairs in their possession for over two weeks. I would never buy anything from this company again.

West Elms customer service has been extremely disappointing. I placed an order for my niece's wedding on July 2, 2026 and expecting the gift to arrive on time. Instead the delivery was repeatedly delayed, and the package did not arrive before she moved to a different apartment. She attempted contacting Customer Service multiple times to update the address and they told her they could not help her. What should have been a simple and enjoyable wedding gift experience became a frustrating ordeal. The repeated delivery delays, lack of a workable solution and unhelpful customer service fell far short what I would expect from West Elm. The items has yet to be delivered!

I have purchased many times from West Elm and have never had issues until this year. Are their items overpriced for the quality? Yes. But if you catch their sales then you are paying a reasonable price. Unfortunately I just experienced an awful situation where I placed an order for 3 items. My credit card was charged and refunded multiple times for these orders. One of the two like items (pillow case) arrived and the quality was horrendous, very scratchy to the point you wouldn't want any part of your skin touching it.

I ordered the Mid-Century line of bedroom furniture, which we love the look of. Do not be fooled! Ordering from West Elm is not worth the money or the experience! We ordered in July and it is now October and we will do not have a full order. We are still awaiting our 4th bed due to the previous 3 arriving damaged. Dealing with customer service has been subpar. I was carefully inspecting the additional pieces that we received and I noted a dent in the back of our dresser. Thank goodness that we paid extra for the protection plan, but I am truly dreading having to contact the company for a replacement piece. DO NOT ORDER FROM WEST ELM.

I knew that it would take a little longer since I picked the fabric and color for my chairs but this is so totally ridiculous!! I placed my order for counter chairs with a payment of over $2000.00 on August 2nd, 2026. They gave me an estimate of beginning of October 4th through November 1st. Now, it's been updated to November 20th through December 4th - that's approximately 5 months and when I called - I was repeated told "estimated" dates! I will never order from them again and I'm reading over reviews of damaged furniture - I'm keeping my fingers crossed these chairs arrive in one piece!!! What a nightmare it has turned to order furniture from anywhere - even actual stores! They are just as bad!

My Emerson Sconce lamp sparked and their recommendation was to hire an electrician to inspect it, which would cost more than the lamp. And they would not give me a replacement or a discount for a new one because it was outside of the return window. The customer service person promptly ended the chat after sharing the information.

Placed an online order, during the checkout there was no clear option to ship to an address different than billing and the order was placed with wrong shipping address. Contacted customer service via chat 2 minutes after to correct the issue, and they said it was not possible because the order has been processed and passed to shipping, when clearly the items are not going to arrive for 3 weeks, so it has not been shipped or processed on a Sunday. Asked of is possible to cancel the order and reprocess it, and another negative answer was provided. The rep, only said, "sorry for the inconvenience.", like that's going to help.

One of the worst customer service experiences I've ever had! We ordered a $1600 bed two weeks ago. Our building requires a Certificate of Insurance (COI) for delivery. We've spent numerous hours on numerous phone calls with West Elm Customer Service pleading for the COI to be delivered to the Management Office in our building prior to the delivery. Multiple times, we were told that it would be sent. The COI finally arrived today (the day of delivery) and THE COI IS WRONG so now the bed cant be delivered. The bed is sitting in the truck outside the building. And West Elm says that updating the COI will take several hours. This would be funny if only it weren't so RIDICULOUS.

Please, please don't ever purchase anything from this store online. If you're unhappy with the product. You will not get a refund or return. Please please stay away and pass it on.

Bought a West Elm bed a few years ago which broke with in a year. Customer service was going to send a new part to replace it and never followed through. Just bought an item online but received the wrong item. Customer service reordered a new one, and said I’d receive an email confirmation. A week and a half later, I had to call to get the status. Lady said it was out of stock and sent me a return label. That’s it. Don’t offer nothing for a terrible inconvenience and now I have to drive to UPS to return an item.

Bad experience, bad delivery, bad quality and bad customer service. Never buy anything from them. You waste your time and money. Bought curtains rods and curtains from West Elm and curtain rods broke in two months.

I purchased a sofa from West Elm last year. The fabric developed significant discoloration, visible wear, and an uneven appearance. FYI, we were out of town for more than three months. The condition of the sofa is very disappointing and is not consistent with the quality or durability that I expected from a West Elm product. The condition shown in the attached photos is not acceptable after less than a year. West elm refused to resolve this issue, whether via a fabric replacement, a technician repair, an exchange, or a refund.

I placed order #** through my interior designer on July 1, 2026 for a $1,300 dresser for my baby’s room, plus separate delivery charges. It was delivered July 16 INCOMPLETE, without the required safety anchors. A claim was opened July 17 and West Elm promised the missing anchors within 7 days. They never arrived. After waiting more than a month, we called again on August 18 and were told the original representative had incorrectly documented the problem and never sent the anchors. A second order, #**, was created. On August 21, the package associated with the tracking number West Elm provided arrived. Instead of the safety anchors, IT CONTAINED A WOMAN’S BLONDE WIG.

Ordered a dining table and four chairs. While I was shopping it appeared that all was in stock. When I finally placed the order, the table showed as backordered. I decided to order it anyway and wait the four weeks. When the chairs arrived one of them had a shattered leg. I returned it requesting immediate replacement. The website was showing the chairs were available for immediate delivery. Two weeks later I called. It took them an hour and 45 minutes in two phone calls to sort out what was going on and handle my return. The shipping company showed my returned chair as received by West Elm, but West Elm never showed it was received against my return.

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.