West Elm Reviews

I ordered the Anton dining table and bench on November 14 2020. Table was supposed to be delivered between Dec.13 and Dec. 27 and the bench in March. I randomly logged in to my account to check on on delivery updates and although it still shows in bold letters a estimate delivery for the table between Dec 13 and Dec 27 and bench on March I noticed that it said backorder at the bottom. I decided to call customer service to discover that the delivery dates have now been pushed to February 2021 for the table and April for the bench as items are not available. I was never not communicated about the delay in delivery date and the website showed original estimated delivery date of December and March.

It’s tough to figure out where to start with this nightmare shopping experience, but I’d summarize by saying they have great marketing and sales, and the good news ends there. The entire process was filled with each West Elm employee giving different information or flat out refuting previous claims by their team. We first picked our couch 3 months ago after going to the store. The first inkling that they have no idea what they’re doing was when their online site, customer service, and in-store sales people gave completely different answers on materials available, prices, and delivery times for the exact same sofa. After fumbling around, they were finally able to place the order for us which apparently was during some sale event (important later). Being in an apartment building, it was critical that we get this couch delivery done smoothly so we communicated that with them and went with the “white-glove delivery”. Apparently, a misnomer.

I have been charged for 2 items which are sitting in a West Elm warehouse/delivery center. They are not coming to me until sometime in late Dec. or January 2021. They were charged to my credit card in Nov. 2020. When I call their "customer service" department I am told, "Well, sorry, that's just how we do it. Once it leaves the manufacturer - it's charged." Well, I don't have the benefit of these pieces but I have paid for them. I guess only remedy is to dispute charge on your credit card. I will never ever order anything or deal with West Elm again.

I ordered a Caldas table and floor lamp and received them in a timely manner, albeit on two different days. I received the floor lamp first, in two undamaged and properly sealed boxes. When I put the lamp together I was frustrated to discover that the mounting point for the shade was bent. When putting the shade on, this meant that the shade was noticeably tilted to the side. Because of the brass construction, there was nothing I could do to correct the issue. I contacted West Elm, got a return issued and sent back the deformed lamp.

My experience with West Elm has been an unmitigated disaster. I ordered five items for an office/guest room in September. When the second item arrived 2 months later, it had the wrong pieces (one of the shelves was too small). I called customer service once per week, and each time I was assured it would arrive soon. It never arrived. The last rep I talked to said they could replace the item, but it wouldn't be in stock until February. I asked them to cancel and initiate the return. If I hadn't doggedly pursued the issue, I am certain West Elm would have left me saddled with a defective bookshelf and no refund or compensation.

On November 10 I ordered a console table in the Alexandria VA store, which was "in-stock and ready to ship". I paid for the item with an anticipated delivery date of November 13-17. The table did not arrive, I called Customer Service (CS) only to be told the delivery date has changed to Nov. 20. But they would provide a discount but only after the item arrived. I waited for its arrival on Nov. 20. No item -another call to CS to learn the delivery date is now Nov. 25. No problem as I needed it by Thanksgiving. I waited-no delivery -I called again to learn that the item is arriving Nov. 30. You guessed it-no item.

Updated on 12/15/2020: Update on my last review. Received customer service email without useful information. The order was delayed again and expected to arrive next year.... Again everything happened without notification.

I purchased a bedroom set online using a promo code and got a good deal. The two nightstands came in right away, we had to assemble the legs and some minor hardware. They are beautiful and well made. Then I get an email saying there was a problem processing my payment for one of the dressers And if I don’t rectify in 5 days my order is cancelled- ok. Weird. I call in and the customer service, she processes the payment over the phone. She said it went through no problem and is paid. Then I get an email 2 days later saying I failed to rectify the payment issue and my order for the dresser is cancelled. I call back asking what is going on and am told by someone else the order was never processed that time through the phone but she can put it through now. So they do and it goes through my card.

I ordered a beautiful modern double bath vanity in October and, like many others, was informed the arrival would be delayed until late November/early December. Bummer, but ok. Mid November I was able to set up my delivery appointment for today between 11-1 and received multiple reminders about it in the days leading up. This morning at 735am I received a vague email from West Elm saying that a replacement order had been placed for “hardware” and that my new delivery date was in February. What?

I ordered a sectional and two chairs back at the beginning of September. West Elm provides no notifications or updates via email, and when you call customer service they are totally clueless. Nobody can tell you where your furniture is or give an ETA. They’ve pushed back my delivery window twice now, one month past what it was originally supposed to be. There’s no explanation as to why.

Today, I let the company know that the order had arrived. I was informed to do so before they would send the merchandise certificate. Erika ** responded this time and informed me that she spoke with a lead and would be reimbursing the shipping costs to the original form of payment. Erika did what all the others who had responded failed to do. Erika should be given praise as this is how the situation should have been handled from the start.

We purchased a sectional in 2018. Within about six months the fabric started coming loose. West Elm offered a replacement which I thought was awesome. Of course the replacement ended up having the same exact problem so we returned the sofa and purchased a new one. We ordered the Harris sectional in September. At that time shipping was approximately 8 to 10 weeks. For the entire time we have been waiting the estimated delivery was November 30 through December 6. On November 20 we were assured over the phone that the sofa was on track for the estimated delivery. Relying on that information we authorized West Elm to remove our old sofa to make room for our new sofa and to finally get our refund.

We ordered 2 furniture piece (chair and sofa) Labor Day weekend 2020. Chair was supposed to be delivered in 2 weeks and sofa by end of October. Delivery date has now been pushed to February 2021 as sofa is not available. We were not communicated about the delay in delivery date and the website showed original estimated delivery date of October. Huge disappointment to know that we had to wait for another 4 months for sofa after we cleared space for it based on the delivery date displayed on the website.

I purchased a Harmony Sectional Sofa in May 2020. This was a custom made sofa, with no option to cancel. I was perfectly fine with this. I had researched long and hard and $2800 later I was excited. My original date of delivery was July 2020. Once the date arrived I still had no sofa. After looking at my confirmation email detail I discovered that the delivery date had been pushed out to September. My original thought was “okay we are in the midst of a pandemic”. Keep in mind no one from West Elm contacted me to explain the delay.

Updated on 12/16/2020: In today’s world with Amazon and Wayfair, West Elm is a real joke. I recently moved and ordered a bunch of stuff from them, including two rugs and a dining table. I was notified two rugs were ready for delivery after one month delay, and on the delivery day, only one rug showed up because they couldn’t locate the other rug in the warehouse. And they rescheduled the delivery of the other rug one month later. I eventually canceled the order of this rug. Then they called to set up the delivery for the dining table and instructed me to open up the space for the furniture. I gave my old dining table away the day before.

Ordered a bedding set from West Elm in October 2020. Received an email that shipping was delayed until November, (annoying but fine). Now comes the long anticipated delivery day (yay!). But instead of receiving a bedding "Set" I instead received just the Shams. I check online and see the quilt is being shipped separately and will arrive the following week (again, annoying, but okay). The following week comes, no quilt, odd. Even odder, the tracking number for the quilt has disappeared from the website and it now states my order is complete. Huh?

My husband and I waited almost 3 months for our bed frame to be delivered. We spent $249 on shipping. Finally they scheduled a delivery. The delivery people showed up and in the middle of them setting our bed frame up they tell us that there’s bolts missing. They leave the bed frame in pieces in our upstairs living room and tell us someone will call us within the hour. Two days later, no call. My husband finally calls them and they tell us they’re going to send up the hardware and someone will contact us to make an appointment. A week goes by, still nothing. I contact West Elm, they basically say, "Sorry, it’s out of our hands" and transfer me to shipping. I’ve been hung up on 3 times, I’ve now been on the phone for over an hour. My family has owned a business my entire life. This is the epitome of BAD BUSINESS. I would return this thing if it wasn’t the last piece of our set that I’ve already paid for.

The quality of the table is not only bad, but the marble was damaged and got fixed by them with some glue or paste... If it got chips during transportation I can understand that’s not really their fault, but not that when you knew it’s defective and what you do was just to put something to hide that and then sell that to a customer! I don’t think anyone would expect that to any purchase of marble or any products. I was quite shocked this is their practice given they’re under the WS group. They did offer me 10% off for that but after I responded no one ever came back to me and it’s been a week now...

I ordered a cozy chair in August. We are in November and nothing has been delivered. At this stage they are not able to tell where is the item and the customer service keep apologizing without providing any solution. The website keeps pushing the delivery date from 2 weeks every 2 weeks .... Customer service is unable to provide any information and has no idea where is the item. The worst is that the item is mentioned in stock on their website (!!!) If I want a refund I will have to let the shipping cost go whereas it's West Elm fault if I never received anything. This is a real Kafka experience. Please don't order from them, this is a real nightmare.

VERY delayed shipping projections and when you call customer service you get the runaround and attitudes. No one I spoke to seems to be on the same page. If I am spending 5000 dollars on a couch someone should have an answer to when it’s coming. At least a decent approach if the answer is I don’t know.... 12 weeks later.

Updated on 12/01/2020: Tis review is for all other hardworking fellow Citizens to make sure they will not be burned unknowingly like I did. It has been Thirty five days (35) since I have been fully charged for the first part of my order. In West ELM, We the customer finance their business by paying everything when their local vendor sends the goods to their distribution center. They charged my card on 10/25/2020. They are proud of their web site. So it shows in the past 36 days that these items are in transit from North Carolina (I was told that's where they have their Vendor) to NJ. Maybe these items are walking.

West Elm charges close to $300 for delivering their furniture and they can't even follow basic instructions. We specifically told them to assemble the piece within the room, an option you are given. They ignored this and assembled in their warehouse, before transferring the piece to a third-party vendor, which is how they ultimately deliver their products. When the pieces arrived, as expected, they wouldn't fit. The delivery people had no idea what was happening and couldn't help disassemble. West Elm told us it would be multiple weeks before someone could come out and fix this. Mind you, we waited months to even get these pieces. This company charges an arm and leg for ridiculously slow service, not to mention their shipping and tracking statues are vague and often incorrect, and apparently they don't read instructions. I just don't understand how this company can operate so inefficiently in the modern world.

Ordered a product in Oct.... Received constant generic emails about the product.... Delivery date kept being pushed back.... Canceled Nov 19th by West Elm.... No phone call, no contact... What a farce of a company.

I made a purchase of several items back in early August 2020, upwards of $7000. I wish I had found this website first as I would have avoided the exhausting and exasperating experience I am STILL currently dealing with. New Classic Café chairs came damaged and were returned. These were to be "white gloved" and put together for us, however since they were damaged and had to go back, the new set of chairs were redelivered at our door and we had to put them together. Our kitchen table and couch have not even shown up yet and it is the end of November 2020. We had made some other additional purchases because we were told that these items were in stock, but they too are delayed for various reason (I can never get a straight answer).

I ordered a bed set during COVID. I am fully aware that things are delayed to due this pandemic and it has been really difficult on companies to stay on top of things. However, I ordered my set 3 months ago and still nothing. I call the store and customer support every week and everyone seems confused. When I speak to the folks in the store, they consistently give me dates that come and go with no notifications from them. When I call back, I enter into the same cycle of “oh it will actually be here next week.” Yet it doesn’t come and they don’t proactively contact me. I will not be ordering from this company again. I recommend if you need your things in a timely (respectable) manner, look elsewhere!

I ordered a desk in August 2020. It was originally estimated to be delivered in September but they kept pushing back the delivery date. With COVID, I understood there could be a delay, and was understanding of that. When I finally received a delivery date for early November, I set a time with the delivery company and rearranged my schedule to meet them. When they arrived they tried to deliver a bed and not the desk I ordered. I had to then work with customer service who reordered me the desk and assured me it would arrive by the end of the month. I just received another communication that I will not receive my order until mid-January. That will be 5 months after I originally ordered this item. And I’ve already been charged for it and I’m not sure if I will actually receive it. This has been a terrible experience.

It is currently November, I ordered my bed in June, and it remains UN-ASSEMBLED IN PIECES IN MY HOME!! First delivery attempt, after waiting months, was missing a key support beam and screws. When trying to order the missing parts, THE WRONG PARTS WERE DELIVERED. When getting the right parts delivered, waited a month to schedule assembly. When the contractors arrived for assembly, THEY STILL DONT HAVE THE RIGHT SCREWS.... I'm at a loss for words about how frustrating this experience has been, leaving calls with customer service feeling completely hopeless and in the dark. I will now go out, and attempt to buy the right screws myself, and assemble the damn thing myself.... YES, a piece of furniture that is not eligible for return, that I paid top dollar for, will be botched together for assembly by myself. I will NEVER shop at West Elm again, and I will highly advise that anyone against it as well.

I have a dispute with West Elm over a fraudulent charge. I could not get either West Elm or their card issuer Comenity Bank to review and reverse the charges. The amount charged - $165.13 - could not be explained by either West Elm or Comenity Bank. West Elm could not identify what the item(s) are that we purchased for $165.13. We have all of our receipts for purchases made and there is no purchase for the amount charged. It is not a carrying cost, interest, or any other known service charge. I would stay clear of this company unless you were to buy something that is in store. Do not rely on any delivery schedules they offer, and do not use their credit services.

I can't review the actual sofa because I never got it and probably won't receive it. Ordered in August and was told it would arrive in 6-8 weeks. I am aware we are in the middle of a pandemic; I work in healthcare (I'm super tired and would love a couch to sit on). I just moved and needed furniture. West Elm provided me with 4+ different ship days for this sofa that seem to change without notice.

I have been a loyal west elm customer for several years. In July, after purchasing a new home, I bought an antique cast coffee table, which I was told would arrive by August 3rd. It is now November 13, and still no sign of coffee table. I have called customer service multiple times with very little help or information provided. They also refuse to refund the item until it is at the delivery center. I will no longer be purchasing anything from this company.

I’ve ordered 5 or 6 items from West Elm only to find they are back ordered or unavailable. After ordering I’ll get an email with a delivery date. When I track the package, it will say “back ordered” and give me an estimated delivery date. As the days go by, that date is pushed back. Two months after I ordered a rug, I was still getting pushed out farther and farther. I called to cancel and was told they’ll check with the manufacturer to see if the cancellation is approved. What?! This happened with another order, and the same thing happened. I have since cancelled my recent orders of 2 tables and 2 outdoor chairs. I actually believe they are selling merchandise they can’t make good on in hopes that you’ll order something else that is available (but not as nice). I’m so disappointed with the whole company. It’s not what it use to be.

When a company has this many negative reviews that have to do with the quality of their products and the difficulty dealing with customer service it is best to just stay away. Trust me, you do not want to experience what we have been through. We purchased the Henry Sectional Sofa in February 2019. We began to have issues with pilling fabric and sinking cushions almost immediately. We contacted the company about 6 months after the couch was delivered and they promptly replaced the couch. How great?! We thought. Not so much. Within a month we were having the same issues with the replacement.

I ordered a Remi couch on Sept 3, 2020. I was given a estimated delivery date between Oct 24th and Nov 6th. I received no updates via email re my order status. I called Nov 6th and was told there was “no movement” since my order placement. I requested to cancel my order at that time, and was told I would receive email confirmation. On November 9 I called back in regards to the email that I never received. I got an automatic message saying my order was still in process and now would be delayed until February 1st. Over the past 48 hours I’ve spoken with numerous supervisors and have spent over three hours on the phone. No one can guarantee that the order will be canceled since now it is in process.

I placed an order with West Elm at the beginning of September and since then, I've received 3 notifications that my order has been delayed. Now, I won't receive my items until 3-4 months after the purchased order has been replaced. There is nothing Customer Service can do and there is no one from the company you can contact to resolve this issue from this company. If I had known this is how long it will take, I would not have placed the order.

Summary of details below...4 delayed delivery dates, damaged product, $149 for worthless shipping, and going on 3 months for a product that was supposed to be delivered within 3 weeks. I originally ordered this item on August 28th. I was originally told it would be delivered between September 8th-September 22nd. My order was delayed 3 times and finally was delivered October 16th. The item was delivered very damage after I paid $149 for shipping. We didn’t accept item, but was told a replacement would be put in immediately. The replacement wasn’t ordered till October 23rd a week later. I then received an estimated delivery for October 27th-November 10th. My order still hasn’t been delivered. So I have been waiting over 10 weeks for my order and 4 postponed dates and an item that I paid $149 for shipping that was damaged.

I'm incredibly disappointed. I've only had cheap sheets my whole life. I decided to splurge and buy the Belgian Flax Linen Sheet Set (in purple) and they are completely tattered. It hasn't even been 10 months. Never have I ever had a sheet set that wore so quickly. Salt in the wound is that I called customer service and they said that my rips are considered "normal wear and tear"... So I confirmed by asking if they consider it normal for their products to only last 10 months. She said yes.. Hah. A ridiculous excuse of a company. What a waste of money. What an unsustainable model. Do not waste your money on West Elm sheets!

Yesterday I visited the West Elm furniture store in San Diego intending to buy a mirror for my daughters bedroom. I prefer to support the local economy by shopping brick and mortar stores rather than making purchases online. I found what I was looking for, located a sales assistant and told him I wanted to buy the metal framed narrow floor mirror they had on display. He checked store inventory, and informed me they did not have the mirror in stock. I asked him to order one for me. I was informed he could not do that, I would have to order the item online. I asked if I could pick up the item from the store, he said no. I found the mirror online. Cost was $179.40, marked down from $299. Shipping and processing $149, tax $25.45. Total cost for the $179 mirror was $353.85. It was graciously noted that saved $119.60!! I did not complete the sale.

I recently bought a new condo and have been purchasing from West Elm multiple times in 2020. They have no regard for their customers. Their prices constantly fluctuate and customer service refuses to do price adjustments. My orders are ALWAYS delayed, getting pushed out for months, without explanation. Customer service takes FOREVER (just spent 30 minutes on the phone). The store salespeople are RUDE, unhelpful, and arrogant. I don't understand how a company like this is still in business. I plan to boycott this company -- PLEASE do not give them your business. You will be angry and bitter that you spent your hard earned money here. Plus, their furniture is VERY poor quality. I advise you shop elsewhere.

I ordered curtains two months ago, I was billed double the price and was treated rudely by the person I spoke to and it wasn’t resolved. I received Email much later saying shipment is being delayed, called to cancel order, told that it was. Just received another email saying hasn’t shipped will be another month. Called and canceled, then connected to another department to be sure it’s taken off of my credit card and was told it can’t be canceled. I really thought West Elm to be a highly reputable company, but was sorely mistaken. I love their products, but this horrible experience totally changed my opinion. I’ve literally spent at least 4 hours, trying to resolve these issues. This includes long hold times including one hold for 24 minutes then disconnected and another for 14 minutes and disconnected. I’ve tried email, but haven’t received a response.

I bought a Paidge Flip Sectional back on December 2019, after 8 months, the couch makes a strong noise every time I sit and there is a big needle outside that I almost cut myself with it when you sit in the corner of the couch. I contacted customer service over a month ago, they asked me to send pictures, I sent everything and after calling and emailing them multiple times, almost every day, there is not a resolution. I never expected a $1900 couch would last only 8 months. I would like to know if it could be repaired but so far I do not think I will ever get a response from West Elm.

Updated on 11/10/2020: I recently reviewed West Elm for not following through or supporting delivery of a desk I ordered from them in early August. Following a delay in the availability of the item, West Elm advised that the desk was ready on October 19th. Their contracted delivery service, however, sent me an automated message indicating that no delivery dates were possible in my area. After calling multiple times, I was advised that dates would be added and that I would be notified by phone. I was eventually notified of by phone that one and only one date was available- on November 17th, when I am out of town. After multiple calls to Ryder, during which I was again told additional dates would be added, I did not receive any additional dates, simply automated calls asking me to select November 17th. I called West Elm and asked them to step in and resolve this as the retailer but they advised that they don't deliver their own furniture.

I've been a loyal customer of West Elm and Pottery Barn (same company as well as Williams-Sonoma) and in the last 4 months I'm completely disappointed with them. I purchase several furniture in the last 2 months, I received at least with a month of delay, several has to be cancel because never back on stock. I purchase a side table (Roar and Rabbit Drum Table) and I receive 3 weeks later than the original "Estimated delivery". Table is heavily scratched, stained with gloomed on the top and it's -as its best- granite instead marble as advertised. I contacted West Elm since the same day that I received defective table, they want that I send the table back to them (packing and shipping) after that, they going to send me a new one. Several emails back and forth and they only give me 20% off of the price that I paid to keep this horrendous table. Never again with West Elm and Pottery Barn. I'll cancel both credit cards as well.

We ordered the Harmony Modular Sectional, Left Arm Sofa & Corner Ottoman couch from West Elm September 5, 2020. Having just purchased a new home and not having a sofa, we were hesitant to purchase this because we were told it would not be delivered until October 30 – November 13. We decided we could make do knowing it would at least arrive before Thanksgiving (we are hosting our first family Thanksgiving). Without warning or reason, we received notice the sofa delivery was changed to Nov. 22 – Dec. 4.

This is the worst buying experience that I’ve ever had purchasing furniture. This all started a couple of months ago when I purchased the Drum Storage Coffee Table, Walnut/Antique Brass. Order fully processed through but shortly after received a backordered notice, which I was ok with because I really wanted this coffee table. Patiently waited only to find out that the delivery date changed, so called customer service and was told they had a shipment of inventory arriving but could not tell me when my order would be fulfilled... Called back and another agent told me to cancel my order and resubmit so I could possibly move to the front of the line as some backorders get skipped over from time to time but my order might invoiced/fulfilled. Being the anxious buyer, Did as I was instructed, canceled/resubmitted the order but received the same backordered notice.

Ordered "cozy swivel chair" on August 16th because it was in stock and ready to ship. It's November 1st and still no chair. Really wish I had just done 5 minutes more of research to find out that this company is notorious for horrible customer service. We can't cancel our order because it has "shipped" but all that seems to indicate is that they moved it from one warehouse to another. Hopefully when this item finally arrives we are not in the same boat as others who have had damaged items arrive with no recourse. We ended up at local furniture store and paid a bit more for a chair that will arrive when they say it will and if there is any issue they will take care of it. Don't make the same mistake we did...Shop local and avoid this terrible company.

I bought an Emmerson bench in April and when I received and built it I noticed it was damaged on a few corners. I called customer support and waited for months for a replacement. When I got the replacement I told the delivery drivers to inspect it before bringing it down. Both times they came to leave the replacement and it was damaged in the very same spot. Finally, I decided to return the bench for a full refund. After returning the product at the end of August I was told I would receive a refund in a few business days. When I didn't see a refund I called several times and was told many things, but still today I have no refund. The latest as of today was wait another 72 business hours. I'm not confident I will get a refund even after over 10 hours on the phone with customer service over all these months.

I had a great in-store experience buying a sofa at Mosaic, Fairfax, Virginia; but the rest of my West Elm experience was a nightmare. I ordered a grey sofa for my new home on August 15, 2020 and was expecting it in (up to 8) weeks (a long time anyhow). Today (October 30, 2020), West Elm told me that I will get my sofa as late as January 8, 2020!

Let me preface this review by saying that I have ordered several thousand dollars of furniture online from West Elm over the years and have, until this last experience, been happy with the process. I ordered a set of two Industrial Modular 33" Open & Closed Storage units from West Elm online on June 23rd, 2020, for about $2100. It was meant to be delivered on August 4th. The August delivery was incomplete (we got 1 box with half a unit in it). The delivery person told us that the other boxes got lost in the storage facility (?), and we would get them within a week. After talking to West Elm on the phone, they told me the other components had been lost. They would have to be re-ordered, with a delivery date in mid-September (6 weeks after the original due date). In September, we got another incomplete delivery of 1 box with half a unit (the same half we got for the first unit, basically the metal parts with no shelves).

Buyer beware. The service here is the worst I have ever experienced. At the Red Bank location. Salesperson Dana told me the benefit of ordering my sofa through her instead of online was that she could keep me informed of my order and help if any issues arose. Well when tracking stopped at the first step for over 25 days and I reached out because the end of my delivery window was nearing, she had zero information as to when I could expect the sofa. She told me I would get a call from the delivery company but I did not. Then when I emailed her on the last day of the delivery window asking for her to help, she felt totally fine telling me that they were well within the delivery window -- because that day they changed my window to a completely different set of dates.

Updated on 12/28/2020: I ordered a couch in August and wrote a previous 1 star review as not only was it incredibly difficult to get straight answers or updates (the couch was delayed repeatedly with absolutely no explanation until I opened a consumer report) but the outcome was my 160lb custom couch being "lost in transit". If *I* managed to lose something of that size at my job, I would have a lot of explaining to do but there seems to be no inventory control system that even follows the product. In fact, I wouldn't have known the item was lost if I didn't spend 2 hours on the phone being passed around (at least 3 "I don't know what happened" reps and 1 "it's lost, I can cancel it for you and reorder").

Our Andes Sectional was delivered the first week of September with a tear in the seam between the arm and back of the couch. Once we discovered this we immediately reached out to a West Elm Customer Service Rep. We called and emailed them every day... It took nearly 3 weeks for them to send someone out to look at the damage. Since the contractor came out, over two weeks ago, we have not heard anything from West Elm. We have had this couch for nearly 2 months and have no resolution to this issue. In addition to the tear, the cushions are sinking and the fabric is pilling. We have been looking for a refund since the first week we had this sofa.

I purchased the Roar & Rabbit brass inlay furniture set 13 months ago and the piece is literally falling apart in my home. The metal pieces are sticking out and have injured myself and my kids. I've called West Elm multiple times and they refuse to help, citing that it's past the 12 month return period. We spent several thousands of dollars on this set, and I am so disappointed that they refuse to help us with this issue and that it is falling apart after one year. DO NOT BUY FROM WEST ELM. The cheap furniture will fall apart, and they won't do anything to help.

Our order took over two months, which is fine. But when it did come it was a few hundred pound giant box left on our porch, very difficult and dangerous to handle. Once it was together (we didn’t realize West Elm was supposed to assemble it!!) the foot board bows out and creaks if you lean on it. The support feet pop right out of the sockets if the thing shifts EVEN AN INCH from normal use and when it happens it’s loud and scary and feels like it’s going to break. The packaging took an entire dump run, which we wouldn’t have had to deal with if the thing was properly delivered as promised. Really disappointed with this whole experience.

I have bought a few things at the local West Elm and never had any issues. Since I am working from home I needed to purchase a desk and since they did not have it in stock at the store, I ordered it online on July 13, 2020. I immediately received an email indicating item was backordered and new expected delivery date was August. A few weeks later I received a second email with new delivery date of September. A few weeks after that, I receive a third email with new delivery date of October 6 to 8. When my credit card was charged on September 10, the order status in the website changed to "Preparing to Ship". I have emailed and called customer service a few times, and the last time I called they informed me new delivery date was October 14 to 16.

Ordered furniture in April, original ETA of June. Then pushed back to July. When our 3 pieces arrived only 1 was as ordered. One chair arrived in the wrong fabric and the couch was broken. Took West Elm a MONTH to reorder these pieces instead of rushing to make it right. I'm currently sitting in a living room that is couch-less and will remain couch-less until CHRISTMAS. It is going to take 9MONTHS for West Elm to get this couch to us. The replacement chair just arrived so that took additional 3 months to get. They have done nothing to try and make it right. Not able to expedite this order or give us a lender. TERRIBLE and DISAPPOINTING customer service. Look elsewhere people. They don't deserve your money, time, and emotions.

UPDATE: Williams-Sonoma's Social Media Support Team reached out to offer help. They shipped a leg replacement and offered a credit for my troubles. Thank you to the Social Team for taking action on what should have otherwise been resolved by their Customer Service. I bumped up the star rating, however, this does not change my view on their terrible Customer Service and Quality Assurance departments.

I would give it a zero star if I could. I have placed my order on July and it was supposed to be delivered mid-September. After waiting months, I received an email about one more month of delay. If you think this is the frustrating part, you are wrong. I contacted customer service to ask about status. They said it is going to be delivered in 3-5 days (big lie), yet I received an email next day informing of another delay. They don't accept any responsibility and it has been the worst online purchase experience ever.

I unfortunately cannot recommend ordering custom furniture from West Elm. After taking the time to visit a store in Boston to find our perfect couch, my fiancé and I ordered the Harris section in ink blue distressed velvet in early August to be delivered to our new home in Ann Arbor. The staff member we worked with was fantastic and we couldn't wait to have our new couch delivered in 7-9 weeks.

I have ordered four items on September 7. The latest piece of my item was supposed to get delivered at the beginning of October; however, except one item nothing has delivered so far and have haven't received any update on my three items. I have called total 8 times to the customer service and I have been transferred from one department to another then the phone got disconnected without giving any exact date for my delivery or a satisfactory reply. Today, I called again and one of the associate hung up on me. This is truly disappointing and the worst experience from such a big brand.

We are first time homeowners and are in the process of furnishing our entire house. I placed an order in early September for a bed, dining table and a large area rug. The furniture pieces had delivery estimates of mid-September to early October while the rug had an ETA of early January. While not ideal the rug is less essential and we understand that all retailers are experiencing some shipping delays. However, it was not made clear to me when I placed the order in store that my in stock items would not be delivered until my rug was available. We now have no bed to sleep in and no table to eat at even though the items as of today are both at the delivery center. Also, West Elm has charged my credit card for almost the full amount of my order even though they are stating that they do not plan to ship until 2021!

Ordered a media console 07/24/20. Est. arrival date 08/27. Called 09/01 when not received. Discovered lost. Found 09/05 despite no follow up from management which I was reassured I would receive. Next available delivery date provided of 09/17. On that day it arrived completely and utterly irreparably broken. Refund 'submitted' 09/17 in the full amount to my credit card (confirmed correct credit card number on file). Follow up 09/21 to find a merchandise card was issued instead but reassured it would be fully refunded to the aforementioned credit card. Call on 09/28 to reassure myself that a refund would be coming, was told by next day at the latest. By 09/30 it was not received and called customer service again.

We bought a set of dishes in late 2018 and didn't really think to check on the warranty policy. However, by the middle of 2019 all of the dishes had chipped sides, either from the dishwasher or from normal wear moving them into and out of the cupboard. By the end of 2019, two of the plates had cracks all the way through them. In our 50+ years, we have probably had two other dishes that chipped or cracked like this, so we are not hard users or abusers of our dishes.

I purchased a chair on July 23, 2020, and was told it was not refundable because it was a custom piece of furniture. I was also told it would be delivered to me within 6-9 weeks. The date projected on the website was initially September 14, then pushed a week later, then pushed to October. I called several times to inquire why it was pushed. Although the customer service rep was friendly, she was not helpful, and I received no follow up call. Then I called again, and the rep confirmed what was already on the site, and she stated she’d be following my order. I checked this morning, and the projected date was DECEMBER 7-21.

I ordered the Harris Tweed couch from West Elm in end of July this year. I cannot write a review of the product itself because I have yet to receive the sofa two months later. I am writing about the poor customer service I've received trying to locate my couch and set up a delivery time. I have called three times over the past week to West Elm customer service and I have been hung up on, ignored or told they would call me back and then no one has. The vibe I have gotten from their customer service reps is that they could care less about me as a customer now that they've charged my credit card and they have refused to offer any sort of courtesy discount or refund of the delivery fee, blaming outside companies they use for delays.

We like the style of West Elm, and purchased quite a few furniture's from the store. During Covid-19, we placed orders online. It was the most horrible experience I ever had!! I placed order on 8/7/2020 for a sofa, a coffee table, and duvet set. So far (09/28/2020) only wrong color duvet set shipped which I returned immediately. We still don't see the sofa and coffee table in almost two months (when you place the order, it told you in stock!!).

We bought two Henry couches from West Elm three years ago. I loved the look and my hubby wanted a reclining sofa. So we bought one sofa and one reclining couch. The recliner is ready to be replaced already. One side no longer reclines and the cushions have "sit spots" in the cushions. Sad to say West Elm isn't a quality product in the couch department.

I ordered two Penelope nightstands. The pre-drilled holes in one of the legs were not aligned so the legs could not be attached. Upon notifying West Elm, they asked me to wait 7-10 bsn days while they contacted the vendor to see if a single replacement leg was available. The vendor did not contact me, neither did West Elm. I replied to my initial contact and they agreed to send me another nightstand. I have to say that they replied within a day. I had to take the defective nightstand, 37 pounds, to UPS (not happy about that). The replacement nightstand had an issue with the metal stabilizer bar not being straight. I opted to bend it myself to fit. I am very disappointed. I have also been shipped the wrong article in a separate order. Not the service and quality I expect from West Elm.

I am a first time home buyer and was a little hesitant to spend the high prices West Elm charges but decided to go with some "high quality" items for me and my young family. I bought a leather chair, coffee table and side table, floor lamp, dining table and 4 dining chairs, along with some stuff for a bed. Spending all this money with West Elm was a big mistake and huge headache. The coffee table I ordered showed up broken and with missing parts. The delivery team had me contact customer service and explain the issue to a non-caring rep before allowing me to refuse the broken table.

I was hesitant to order from West Elm, because I had a bad experience with customer service from its affiliate, Pottery Barn. It seems West Elm is no different. I ordered a small table for the living room, and on the same day that I ordered it, the price dropped. My husband and I called asking if they could honor the new price, since we placed the order on the day the price changed. The person taking the call did not seem to understand our question, and when we asked to speak to someone else to clarify the question, the person we spoke to hung up the phone!

Like many others, we recently moved and ordered new furniture and bedding from West Elm, Pottery Barn and Williams Sonoma. While we’ve been having shipping delays on most items, this review concerns the Harmony 3 piece sectional from West Elm. We waited until July 6th to order the couch, because the estimated production/shipping time said it would take 6 weeks. We didn’t want the couch “too soon” before the actual move. Obviously this was a mistake. The “delivery timeframe” kept getting pushed without any sort of update to us. You just have to keep checking the status online. It appeared that while 2 of the 3 pieces had been delivered to the distribution center, one was still “in transit.”

My husband and I ordered a Haven Sectional from the West Elm website. We needed it ASAP so selected a "ready to ship" fabric and ordered in early August. It was set to arrive between Sept 2nd - 16th. Instead it was back ordered for a bit. Then we were finally able to schedule a delivery appointment for Tuesday 9/22. We had all of the appointment reminders and everything. The truck gets here and they somehow don't even have our sofa on their load!? The drivers tells us he will get back to us by noon with information and we get nothing. No call, no email at all.

Ordered table from West Elm. First it was delayed due to mechanical issues with the truck. Then they lost the table. After being tossed around from customer service agent to customer service agent (who always claim to call you back but never do) finally got approved for a replacement order that I was told by 3 different people would be delivered by Monday. Welp Monday nothing, Tuesday nothing... etc. Finally call back. Tell me it will probably be available in two weeks. Never got my table. Ended up canceling my order...Customer service team is extremely unhelpful and not empathetic at all. And they use shady third parties to handle just about everything else. So they never know exactly where anything is and you have to call 13 numbers to figure it out yourself. If you purchase from West Elm you are purchasing broken promises and empty apologies...

I ordered Eddy Reversible Sectional from West Elm. The design is great but this is the most uncomfortable couch that I have ever sat on... It's just pretty shocking how a famous brand could make such a low quality product. The price is about $1500. It's not very expensive for a sectional, but this is still unacceptable for the price. The seats are shallow and very hard. I have been sitting on the chaise for about 30min but I constantly have to change my position because it hurts my legs, hip and back. I have never returned anything big like a couch, but I will try this time because I would never be able to relax on this one. It's really a bummer since I already got rid of my old couch, and even if I can successfully return it, I still have wasted the delivery fee, and they may charge me for the return shipping cost, and I will have no couch for a while until I find and get the next one... So sad...

I’ve purchased quite a few things from West Elm and Pottery Barn. When I reached out to them about a dishes set I wanted to order (hundreds of dollars would have been spent). They were not helpful whatsoever. They did not care they would lose my business. I’ve worked in customer service and my partner owns a business. In my experience, we would have never just let a loyal customer walk away displeased. Bummer. It just shows it’s part in corporate America that only cares about money And status and not about its customers.

When we walked in the door it started. We just moved to a new condo and wanted to start fresh so we didn't have a book case, office furniture or dining furniture. We found pieces we really liked but one of them was an online order and the item was backordered. First our debit card was repeatedly rejected so we had to come back the next day with a credit card. Then you got my email wrong so still no original receipt. No one mentioned the shipping policy regarding backordered items (still backordered) so when the dates for shipping on our order confirmation came and went we called the store. That's when we were told we would not get any of our items until the one backordered item was available This was mid-August. We were happy to pay shipping to get our furniture but even that was not an option. Then, when we tried to return the order online a few of the pieces were not available for return, and some seem to already be in the process of being returned? We want our money back.

Purchased the Andes sectional about 1 1/2 years ago in the in-stock velvet material and it's about at the end of its life. I'm surprised the piece didn't hold up better given that we're just 2 people and a small dog. The couch is comfortable, but, after about 6 months, the material on the seat cushions started gapping and puckering and the back cushions got lumpy. Also, the cushions are cut out at the front, so you can't flip them over.

I ordered a computer desk and matching bookshelves, an office chair, and a curtain rod. The bookshelves and desk were finally delivered after three months of waiting. We have been incredibly patient due to the pandemic, but for our office chair to take this long, (and their website keep us pushing the date of delivery back a week at a time), is really starting to grate on my nerves. On top of that, I had to send back the curtain rod because it says brass on the label but when I opened it the hardware was silver. I finally work up the nerve to order it again after a couple of months. Lo and behold, we received another one that has silver hardware instead of brass when it clearly is labeled brass. This company has horrible quality control. Ordering from them is not worth the high price or the horrible shipping delays. I am extremely dissatisfied and will no longer be ordering from West Elm again.

On September 6 (a Sunday night), my husband and I made an online purchase for furniture at West Elm. The Banquette that we purchased allowed us to pick a fabric and we debated about the fabric, but then mistakenly did not change the fabric before purchasing. I called the next morning to have the fabric changed. I did not think this should be a problem since the furniture is not suppose to be ready until late November (yes, it is going to take them 2 and a half months to have it ready anyways). The person that I talked to had to get back to me and contacted 4 days later to tell me they could not change anything. The products may look nice in the pictures, but the company really is disappointing to work with - I cannot recommend making any big purchases with them.

My Mom and I went in to our local West Elm earlier this week on 9/8/20 to place an order. We were just going to do it online but wanted to support the local store. We both bought quite a bit of furniture and my Mom bought the Harris sectional with a custom fabric. The associate who helped us was great in finding one that would fit her room and we bought it in pieces (modular). However, what she wanted was a chase in one side and a terminal chase in the other. What he put together was a terminal chase on one side and a normal couch end on the other, with an ottoman to act as a chase. We were a little rushed at the store because they were about to close.

I purchased the Harmony Sectional almost a year ago and I still don't have the couch I am supposed to have. I placed the order for the standard color of Mineral Gray (nothing custom) in Oct 2019 and it took a 6-7 weeks to be made. It was delivered to my apartment in December. Upon delivery, I received a Dual Tone Sofa! The sofa arm was a completely different shade of gray than the chaise! It looked completely mismatched. How does that get past quality control? They assured me they would would have a replacement made that would go through thorough inspection and quality control and that they would expedite it.

My partner and I have been big West Elm supporters. We like the brand and have enjoyed our in-store experiences. However, our most recent episode with their online department has left us fuming. After weeks of bumped delivery dates, a small army of unhelpful and excuse laden customer service staff, we STILL DON'T have our purchase, whose delivery has once again been bumped (this time by a whole week)! Every institution has its bad eggs, but West Elm's regular condescension, menagerie of excuse, misinformation, or lying (in the case of its third party delivery service) was beyond the pale. Even in the few (rare) instances someone made an effort or promise of help, such action we not (functionally) followed through on by the company. Please do not encourage (or subject yourself) to this level of customer experience. It will only end in tears or tears.

I ordered a couch in mid June 2020. It's September 1 and it is still being 'built'???? It should have been delivered by August 15 the latest according to their tracking record. So then this date changed to September 5 and now we are looking at October 8. Needless to say I have spoken to multiple people, spent at least 3-4 hrs on the phone trying to cancel this order.

I bought some organic cotton bedsheets from West Elm a few months ago. We only use very very gently detergent, but the sheets have turned a rusty orange colour. They were originally grey. Of course it’s outside of the return window, so they will just go in the trash. Best to get sheets from somewhere decent next time.

We ordered a dining room table and chairs on May 23, 2020 from the store in Reno. They didn't have anything in stock so we chose to have everything shipped to the store. Our chairs arrived at the end of June; however, our dining room table was scheduled to arrive August 2nd. We were understanding as we attributed to this to the pandemic. Boy, were we wrong. Turns out, West Elm has a history of poor customer service and an enigmatic shipping process. Our table never arrived to the store on August 2nd and the order tracking kept saying it was "in transit to delivery center." The date of estimated delivery would come and no table. The estimated shipping date kept getting pushed back by 2 days, every 2 days.

We bought the leather Haven sectional in December 2019. By late January 2020, the middle cushion was wearing far faster than the rest of the couch. By March it looked as if the middle cushion was years old with cracks and peeled leather. This couch in INSANELY comfortable, but the leather is so cheap and our new couch looks like a piece of garbage. Customer service for West Elm is ATROCIOUS.

So I had two negative experiences ordering from West Elm in the past couple months. My previous experience with the company was okay, I guess that's why they were able to get me twice in a row... The first incident involved a shelf. I ordered two. After putting up the first one, satisfied, I unboxed the second and discarded the packaging. When I finally got around to hanging the second shelf I found that it wasn't square (the vertical bracket and horizontal shelf are one piece), so anything placed on the shelf would slide off.

West Elm makes beautifully designed furniture, but the actual quality of furniture is average. The worst part of the company though is the shipping. I ordered numerous furniture items at West Elm. I was told it would arrive on a certain date and received an email a week later that it was delayed for 3 more weeks. I reached out to customer service and they said that was a mistake and should receive item at the end of the week.

The biggest nightmare ever. I ordered a couch April 1st. Four months later, it still hadn't come. About 2 months in, I spent 12 hours on the phone over a period of 2 weeks, calling the distribution warehouse and customer service. The warehouse said they hadn't located the order because they were backed up (this is understandable), but customer service kept saying I could schedule for delivery and that they had found the item. After FOUR scheduled deliveries and no shows, I didn't have a couch still. I repeatedly asked them just to be straightforward so I could make the decision to cancel the order and find something else local, as I was tired of sitting on a box in my living room.

I purchased the Haven 3-sectional at the end of April with an ETA delivery of 5/16-5/29. The ETA was extended 3x and finally arrived on 7/27 only with the sectional missing 2 of the 3 pairs of legs. We were told it would be ordered and expedited but it’s been over a week and we are still left with more than half of our sectional without legs. There is no ETA as to when we’ll receive them and the response I received from their Quality team was that a list of affected customers have been gathered and shipment to be made this week. This is even more ridiculous knowing there are others having the same issue. How is the delivery and shipment process so **? The furniture is customized together yet they don’t get shipped together. It makes no sense and is the primal reason why the legs and parts of furniture are always delayed or may not all come together. I am highly disappointed with my experience with a store of West Elm’s standards. I should have read reviews prior to purchasing. Had I known, I would not have purchased.

I purchased two chairs and a table from West Elm. I was told I could check the delivery process online. I saw that the furniture was enroute to the delivery center on July 14. It is now August 3, and they said that it would be here between August 18-22. In other words, they are saying it takes over a month to go from LA to Boise. I have spoken with 5 people so far, and have been unable to even reach a supervisor. They are all polite but have no ability to help. And there is nowhere to go with a complaint.

I had bought a sofa from West Elm for our new home. I made a purchase from the West elm store July 27th, 6:00 pm and next day 7:00 am I had called the customer service to change the fabric of the sofa. I didn't want to cancel the order just wanted to change the fabric. It was highly unlikely that the maker would have started making the sofa in 10 hours. I called the customer service and they told me they would put a request to change the fabric because there is no other way to reach out to the maker. So we would have to wait for the makers to reply. After that day, whenever we would call they'd say, "It's not in our hands. We would call you back once we get any updates," but they didn't bother to call us back ever. Also the call centre staff was so rude and insensitive. I am sure if they would have reached out to the maker the time we had called, we could have stopped the production but they didn't.

My credit card was charged by West Elm without delivering the sofas that I had ordered two months ago. When I called them they were not able to do anything and asking to make the payment, but no assurance when the sofa would be delivered. I need to keep on following up for my sofa and also make the payment to avoid any interest. Will stay away from this company in the future.

I have wasted countless hours on the phone and stressed out with this company! Please see below: I ordered ten thousand dollars worth of lighting and furniture from West-elm in mid-April for a new house my husband and I purchased. Right away, I realized that this company was more disorganized and had more delays than even its other subsidiaries like CB2 or Pottery Barn.

The absolute WORST experience I have EVER had from a store of any sort. I purchase a couch on May 25, 2020. It said LATEST delivery date was June 25th. It's now end of July and I do not have my couch and now they're claiming I will get it mid August. At one point it said "custom build in process" and then it backtracked to "custom billed being scheduled," and now it's been "in process" for weeks upon weeks. Basically whatever status they give you is a load of crap.

I love the furniture, just what we wanted and needed for a redo. But the after order experience was and continues to be a nightmare. Don't bother with the online contact form, since you will get a reply from a different person each time who obviously has not bothered to read previous emails and can't answer questions raised to and by prior customer service reps.

Let me start off by saying that I love the furniture at West Elm. So much so that I have spent about $8000 over four orders in the past year. Having said that, their Key Rewards is no rewards at all and not worth the hours of phone calls and frustrations. They say that they give you 3% back but you have to earn every bit of it. For my first order last fall, I started to get curious about my reward points in January when we had not heard anything. We soon found out that they never gave us rewards for that purchase. Months later (as in April), after four very lengthy calls, we received a merchandise credit for most of our key rewards earned, not all. Moving on.

I ordered 2 chairs online in a fabric that was supposedly in stock. When the delivery came the next week they chairs that arrived were a different material. When I called customer service to report what had happened they told me they would generate a new order for the same chairs in the correct material to arrive in a few days. The second set, which did come on time, were in the same incorrect material as the first set. After numerous phone calls I was able to reach a furniture supervisor who assured me they would fix the problem and get back to me asap. Two weeks later I have not heard back and now the website shows the chair is no longer available in the original fabric I selected and I have 2 unusable chairs in my living room. After many hours on the phone I was able to have the supervisor arrange to have the 2nd set of chairs picked up and returned by UPS but I have zero hope of ever getting the correct chairs.

I purchased the "Build Your Own Sculptural Glass - 7 Light Chandelier" in the nickel finish. This product gets tarnished. I went to the Roseville store to ask what they use to clean the one they have on display. They stated "nothing, ours does not tarnish." They implied that maybe the one I purchased is defective. I am pretty sure it is not defective and if they looked closely at their display under the dust they would find theirs is tarnished. They stated I could bring it back however it is a very difficult piece to hang. It is not a matter of just taking it down and installing another. Besides I believe replacing with the same would not fix the problem. In short just beware if you purchase this product. It will tarnish and you will have to polish it regularly.

My wife are just stuck with an order, spent hours on the phone with West Elm customer service, scheduling, furniture department, warehouse, furniture maker and just not getting a solution to our order. We have originally order our sectional back in 2019, just of March of this year we have called to report that the fabrics have been tearing apart at the seams. A replacement sectional was ordered and delivered to us on May 27, 2020. The the day of the delivery, half of our new sectional came and the other half was a couch of a different product. So the delivery guys took the couch and left us with half of a sectional. We call and reported the issue and a 2nd replacement was supposed to be order and delivered to us on July 3-4. July 4 have passed and we still didn’t get an update since May. Finding out today the sectional was put in to build on your end on July 11 and will not be shipped until August 20.

On May 23 I purchased a sofa when the stores just opened here, made an appointment and was told, the latest I would see the sofa would be July 10th, well it is not July 17 and no sofa. After numerous calls, numerous emails still no sofa. Oh yes you can track the order, the sofa was completed and ready for the distribution center on June 25 and July 2nd. I guess the sofa and cushions are in 2 orders, anyway with that being said the status on the track my order says the same thing. Since June 25 on its way, after waiting on hold for over an hour it is my understanding that the Facility it was coming from is in Georgia and only heading about 4 hours to North Carolina in Hickory about an hour from my apartment. I have no sofa. So excited to move into my first apartment back in June and still no sofa.

I purchased a Denmark leather loveseat to replace my old leather loveseat of 25 years. The leather is extremely sensitive and cannot really be treated or cleaned making maintenance a problem. I would never purchase this item again. I did not experience such issue with my previous couch. Regardless, when ink was marked on the brand new couch by a visitor, I contact West Elm to see how I could clean or treat the leather. They advised I use a cleaning product on their couch which I tested on the underside only to find it ruins and bleaches the leather. I would expect a company to know its products. I contact them again and they told me I could purchase a slip cover then advised they do not sell them.

DO NOT BUY THE MODERN 6-DRAWER DRESSER. It is a poor quality product that will crack during delivery or shortly after. We ordered the Modern 6-Drawer Dresser on May 22, 2020. They shipped the product and it arrived with cracks and damages on 4 of the 6 drawers, so we sent the product back. They were planning on fixing the product and sending it back to us, but we declined because we did not pay over $1,000 for a broken product. So, they sent a new product.

I will NEVER order from this company or any other associated company again. My family and I moved in May, 2020 and I immediately placed orders with West Elm and Pottery Barn worth THOUSANDS OF DOLLARS for new furniture. Two orders (one for a dining table and another for two accent chairs) were placed in May with West Elm and we are now in mid-July with no update in sight. I am currently sitting here on hold (minute 52) with customer service.

NIGHTMARE! Do NOT buy from West Elm. They are crooks and should be put out of business. In mid May 2020, after getting a small raise and moving into my first home, I splurged and treated myself to West Elm's beautiful $600 Neve coffee table and $900 Grift-Tufted Upholstered Bed. This was the first time I've ever bought anything from West Elm. West Elm deceptively showed both items as in stock and ready to order. And neither item was a custom order.

After writing this review about getting nowhere with my initial call to West Elm Customer Support the Elevated Support Team quickly responded to my review! They are resolving the issue by sending me a gift card in the amount of the expired reward certificate. I am satisfied with this response, I am upgrading my star rating to 4 out of 5, I am not giving them 5 stars because my issue was not initially resolved by calling their customer support and I had to spend time and effort to find a way to reach the next level of support. Kudos to ConsumerAffairs for providing this forum that facilitated this resolution. West Elm has kept a customer!

These people are the ABSOLUTE WORST to deal with!! They do not care one iota about the customer! I have purchased from them in the last year a complete Acorn queen size bedroom set, with the bookshelves and desk, an entertainment center, side tables, coffee table, shelves. A year ago they were supposed to merge all of my purchases under 1 email i am still waiting for my rewards!! I had ordered a side board, which I had been waiting for, for months, I finally cancelled it. It took at least 6 telephone calls about the credit due me, and over FIVE MONTHS and, in the find, instead of refunding my AMEX as promised, they sent me West Elm gift card!! The bouncing around between individuals and amount of time devoted to telephoning them is utterly exhausting!! Their products are pretty & decently made, but if there are any issues, forget about getting help!! ZERO Customer Service. 100% Lip Service!!

I place an order for a bed on 5/20/2020. On 5/21/2020 West Elm website said the item was "shipped" as the bed was listed as "ready to ship" on their website. Now 7/3/2020, about 6 weeks later West Elm website still says "shipped". I tried to call West Elm twice. For the first call I waited for an hour and finally got to talk to a person and I was told I just have to wait there is nothing they can do. This morning I tried to call them again and gave up after being placed on hold by their automated answering system for 30 minutes. Now I wonder when it will ever be delivered. I would never buy or recommend anyone from buying from this company. West Elm does provide email communication service either.

It's been exactly a year (ordered in 2019) since I ordered the Henry Sectional and it's been about 2 months since I realized the seated cushions are collapsing. Writing to customer service about the problem, I quickly received a response via email from customer service, with a SKU number to purchase replacement cushions but had to call to order.

First off had I read the reviews for West Elm I wouldn’t have ordered a bed from them. But I ordered the Durham Metal bed and it was to arrive in 2 boxes. First box arrived demolished. I called right away. Waited on hold for over an hour and than was sent to another department and waited on hold for over 45 min. Finally got a return label. Still didn’t know where the other part for the bed was. I have called for follow up on this and waited over an hour each time. The emails to customer service are returned by very lazy employees who won’t even take the time to look into things. Last week the second box was delivered by UPS and I refused it. I ordered a bed from Room and Board. It cost more and it was worth every penny. Still today I have no resolution on this and no one at that company cares. I will never order from any brand attached to West Elm. Such as Pottery Barn or Williams and Sonoma.

I ordered a chair that was supposedly “in stock and ready to ship”. Immediately after placing my order the confirmation came through with a delivery date of one month out. Three weeks later I get an email advising me that the item is now back ordered and will be delayed at least another week. Checking the West Elm site shows the item as still “in stock and ready to ship” - a blatant misrepresentation. I’ve also had poor experience with west elm parent company Williams Sonoma and refuse to buy from them. Apparently misrepresentation is systemic with both companies and, likely, their affiliates. Thinking about buying from west elm? Go somewhere else!

I ordered back on March an Urban sofa with sleeper and storage, and the Jensen dining table. When I ordered it in the store I asked about the Certificate of insurance from the company and they advised me to send the form by email. They told me because is a custom made order, it would take more than usual to deliver, which I agreed. Last Saturday, I get an email from West Elm letting me know that my order was ready to be shipped. I contacted them and let then know that my building nor me have not received the certificate of insurance. They informed me that the company only send that 24 hrs before delivery. I told the rep. that my building requires the certificate in advance because they have to approve it for me, and then I'm able to reserve a spot in the building for the delivery. They were unable to accommodate my request. Then they started bouncing back and forth to different departments.

TLDR: We love our new couch. Customer service was fine for me. There was a defect in part of my order, but it was resolved after a few attempts. The Williams-Sonoma/West Elm delivery teams were AWESOME. I ordered the Dekalb Sectional Sofa in Weston Leather Molasses Color which was in stock and ready to ship. I received notice and scheduled my deliver the same day of ordering. Shipping was two weeks to receive the sectional which arrived in two pieces - the chaise and the sofa part.

I have never had a customer experience like my most recent one with West Elm. I tried to go on their website to leave a review but surprise they don't take them. Then I found this site and am not surprised to read that my experience was similar to others. I ordered over $6000 worth of outdoor furniture on Apr. 4th, well before summer started to be ready for the season. After about 25 phone calls to them and the delivery company Ryder I still do not have final delivery of the products and am awaiting a the main piece of furniture I ordered.

I have worked in the design business for 35 years. Have worked with dozens of companies over the years and hundreds of deliveries, even outside of the United States. West Elm rates in my top 3 worst companies to deal with. I have emailed and gotten no response when they say they will get back to you in 24-48 hours. This has happened on a handful of orders. Trying to get them on the phone is a joke. This is not due to COVID as this happened more than twice a few years ago. Looking at their ratings they better step up their service.

I ordered a bed and several other furniture items on May 2, 2020. It took a month for these items to arrive despite all products being in stock, and only 2 of the 3 boxes for my bed arrived. The delivery men left the 2 boxes at my place, and said I had to get in touch with West Elm to re-order the missing part. I spent over 2 hours on the phone trying to get this organized, and was told the part would arrive and my bed would be assembled on 6/9. It is now 6/15 - I have not heard from West Elm. Each time I call, I wait on hold for over an hour and no one is able to provide me with an ETA. This is absurd. I paid a $250 delivery fee. Where is my stuff? I have been sleeping on a mattress on the floor for weeks, with no end in sight.

Updated on 07/01/2020: Today, 3 MONTHS after I made this order, and numerous follow ups with customer service where I was told that they just gotten more in, blah, blah, blah, finally today they advised that no they were not getting any more in. The only reason I was able to get this out of them is by continuously following up with them, otherwise, I think they never would have let me know. I will never shop at West Elm ever again.

I purchased a Drake terminal sectional in November 2019. It wasn't delivered until late February 2020. The quality is abysmal. So is customer service. Fabric pilling, cushions don't hold shape and compressed after this short period of time, so much so it feels like no cushion. Makes a creaking noise when sit down so loud you wonder if it will break right then. Multiple emails to customer service. Different agent responds each time asking for more pictures. Sent all info requested more than once. Silence except they wrote to tell me pilling is normal. No, quality of fabric awful.

I ordered a dresser back in March. I had to choose a cheaper one as the shipping was 1/2 the price of the dresser. During the pandemic I was told the dresser was in the store in Canada and would be delivered when the store opened. I was completely understanding. I called them recently and they said it was on its way to the delivery hub... I then became worried and asked them to find it for me as I had been told two different things. I then received a few confusing emails so I called again. Customer service told me they had to reorder as they had lost it. Luckily I asked them what the time frame would be (they didn't offer the info). Then they told me it wouldn't be available until December...10 MONTHS from the ORIGINAL ORDER...I asked for my money back and hopefully, I will get it in the next few days... STAY AWAY from BUYING ANYTHING that is NOT in the STORE!

My roommate and I ordered a couch and dining table from West Elm in early May. They were set to deliver it, so I took time off of work, but on the day of delivery they called to say a piece was damaged and that they needed to take the whole shipment back and deliver new pieces (which is understandable and fine). Now we haven't heard from them and they can't give us any kind of ETA. We have been waiting for weeks with no way to track our order and no one seems to be able to help.

I ordered a coffee table and a bookshelf from West Elm and I’m pretty disappointed with both. I thought the higher prices would reflect the quality, but this is not the case. I wish I had read reviews prior to purchasing. The coffee table has a glass top which came scratched with a missing chunk of glass. These are minimal, but noticeable. When you’re paying $500 for a coffee table, I feel like the glass shouldn’t have any imperfections. The bookshelf has a huge flaw in it that prevents screw holes from aligning, therefore, we can’t even put it together. We had to get customer service to send us new parts for the bookshelf and I’m still trying to reach them about the coffee table. This was my first time buying furniture here and I’m not very impressed. Now I also understand why they do not have reviews up on their website.

Update on 06/11/2020: Reached out to customer after my complaint and now got an email asking what they could help me with. MY ORDER. At this point I will never order from them again. Worst customer service. Do not buy anything from them.

Updated on 06/25/2020: Once again, West Elm has left the process incomplete. And left me to wait on hold & go through a lengthy process of explaining to another rep, as to why I am asking about my receipt of the defective love seat & my full refund. I was able to get in touch with Ryder in Portland, OR (West Elm's contracted carrier for our area). They picked up the love seat last Thursday 6/18. The love seat was delivered to West Elm's warehouse that same evening. All the reference information, order number, customer information, was with the love seat, as well notes that it was picked up in new condition-no damage, etc.

I ordered in November 2019 a bedroom set. I was told they will be delivered in 3 shipments and everything will be delivered by the end of February 2020. First my West Elm credit card was charged without items being delivered. And when I inquired about the charges they responded the dresser and nightstands are in stock and we charge only for those items but we deliver them when all items are in. Going back and forth with them finally they delivered those in stock items. Meanwhile I was charged with interest and penalty. For bed they changed the delivery date from end of February to June 2020 and now to mid August 2020. Meanwhile we are sleeping on the floor. Their final response to me was we are missing the sides of the bed and don't know when we are going to get it. Stay away from them if you expect customer service

I bought king sheets - or so I thought - from West Elm. The store is five hours one way from my home. When I put them on my bed, the overhang was three inches on each side. Obviously, not enough, especially for pricey sheets. I looked at the label which had the dimensions and then measured my sheets. They didn’t even come close to the measurements on the label, off by many inches. Obviously, they had mistakenly labeled queen sheets as king. I called West Elm in February and thought it was all taken care of as they were going to send new king sheets along with a label to return my sheets. Great. But they never came. So called back and they said hey were delayed and would arrive April 9. Wonderful. April came and went and I called back..

We purchased a bed from West Elm 10 weeks ago. It was supposed to be delivered in mid April. On the delivery date, we received a call saying it would not be delivered that day because part of it was not available. So the delivery was cancelled. Then later that same day, delivery guys show up with one part of the bed. Apparently only part of the delivery was cancelled. Logistics is not West Elm's strong suit. They left an enormous box in our living room that's been sitting there for over a month. The second part of the delivery was supposed to be by mid May. It's now the end of May and still nothing.

I bought the organic cotton Geo duvet in king sized. I was looking for a simple white duvet, and this one looked gorgeous on the website. While the website does not have reviews, it was recommended in a New York Magazine article so I thought that it would be good. I received the duvet and was instantly disappointed. While the top of the duvet is thick and nice, the underside definitely has a lower thread count, is cheap feeling, and VERY thin. I kept it because I didn't want to deal with the hassle of returning it and the top part definitely looks nice. Now I have the reoccurring problem of weird yellow/tan stains showing up after every time I wash it.

My experience with West Elm has been a very frustrating one. I ordered a modular Harmony on March 21st which is nowhere close to being delivered. In fact, the tracking says it's been “in transit" since April 24th. Today is May 20th and that status has not changed. I’ve called customer support multiple times (each averaging an hour long) only to be told what I've already known since April: “it’s in transit”. Sadly, no one from West Elm seems to know exactly where my items are.

I purchased a framed print from West Elm. My order took about 2 months to receive. When I did receive the print it was severely damaged! The frame had multiple gouges. I immediately contacted their customer service and per their request I e-mailed them photos of the damage. They then sent me a replacement. After an additional 2 month wait, I received another damaged print. The replacement print was bubbled and again had multiple gouges in the frame. I again called customer service. After waiting on hold for over an hour, the representative said she would issue me a refund of $318.16. She then asked me to hold while she processed my refund and about 20 minutes later the phone hung up. Ugh! I again called West Elm after waiting for another 30 minutes.

I ordered a bed from West Elm on April 19. The details online said that it was "In Stock and Ready to Ship" for my zip code. I called customer service before placing the order to confirm that despite everything that is going on right now they would deliver my item. The customer service rep confirmed, and so I placed my order and they promptly charged my card. The estimated delivery window given was April 27-May 11. May 11 has come and gone, and my order status on the website is "Awaiting Other Items in Order" and the new delivery window is May 19-June 2.

UPDATED 5/11/2020: Grab a snack, you might be here awhile reading this one... I'm going to start by saying, what a pathetic company. Top 5 worst companies I have ever dealt with. And now I know why they won't let customers write reviews on their website as it would be detrimental for them. We ordered a dining room table and we were told we would be contacted within 14 days. Well after 14 days WE contacted THEM asking what was up. They seemed super confused as to what was going on and I was put on hold several times just to be told "You should be contacted within the next day by the delivery company, it's been sitting in their warehouse in your city."

I ordered $600+ worth of bedding (linen sheet set, velvet quilt & pillowcases, and down comforter), and it was all extremely subpar. Here’s a big red flag: when a company doesn’t allow/post reviews of their products, it’s not a good sign. I wish I’d had more sense, before ordering. I washed the sheets & destroyed the packing for the velvet comforter, so I can’t send those back. The down comforter was repacked immediately. I will never shop West Elm again.

We ordered the Harris Loft Sofa from West Elm in January. Because we wanted a special fabric, the delivery was scheduled for early March. Believing that west elm is a renown and well reputed company that delivers on time, and believing in the tracking status which still said early March, we already got rid of our old sofa to make room for the new one. By mid-March we still had not heard anything from west elm - not even a message that the delivery was delayed. I called them and was told that the delivery was now delayed until early April. In the meanwhile I had to get alternative furniture (at a cost) to make my family not sit on the floor. Then in April, I receive a message that the order is again delayed. Our sofa finally arrived in late April (>3 months after ordering it and 2 months after the original delivery date) - BUT with the wrong legs and in very cheap quality. The finishing is very badly done:

Went to purchase a couch advertised at at $999 on April 2nd for a West Elm’s Premier Event. When checking out the price changed to $1919. West Elm has refused to honor the price the couch was advertised at even after this was finally reported to the BBB. Shady company that I will never order from again.

I bought the West Elm Andes Sofa 86”. It looks great and is a good size. However, I have only had the sofa for 6 months and it is already beginning to fail. You can feel the supports under the sofa as I believe the whole piece is sagging. For the price, this is unacceptable. I went to review the sofa on West Elm but there was no option to do so. This now seems suspicious given all the other negative reviews I have found regarding similar issues. It is also a little too low to the ground for my comfort but I have to take that one on the chin as it was like that when I bought it.

Updated on 04/15/2020: When filing a complaint with this West Elm through this website, they responded “save yourself the hassle and shop elsewhere”. My complaint was completely reasonable considering they sent me damaged products. Extremely unprofessional. Do not support such a terrible company!

I splurged and bought a Harmony couch for my apartment in 2018. I expected it to last at least 5 years (which still feels like a short amount of time for the expense of the couch). First, I received a stained couch. There was a grease stain on the back of the couch that was very obvious. Then, I noticed yet another stain on the couch cushion. After speaking with West Elm I thought the nightmare was over, but fast forward to Christmas 2019 (16 months after I got the couch) and it breaks. I mean really breaks... The front of the couch is sinking drastically as if the frame is bent or snapped. How is it possible that with gentle use the frame just snaps?! IKEA lasts longer. Currently I have books propping up the front of the couch...

Worst customer service ever! I cancelled a sectional I ordered. After checking my statement, it showed I never received my refund. When I contacted customer service, they told me it was out for delivery the following day? I was on hold for 5 hours being transferred from one person to another. No one knows what's going on at that company! Do not order any furniture from them, it's a big waste of time. Also Check any refunds, looks like they don't process refunds!

I went to West Elm about a month or so ago and experienced extreme discrimination. I asked the salesman if they did military discount, because I'm a disabled veteran. Her response was "this isn't the store for you" and "to try Walmart". I was horrified to say the least. I have to tried to reach out to customer service and have not gotten in touch with anyone. I was really interested in the Harmony sofa and wanted to customize it to better fit my needs. Hopefully this is rectified or I WILL be filing a complaint to the highest individual in the West Elm corporation. This is poor service and military/veteran shouldn't be treated this way. This was a big let down for me.

I have had countless issues with West Elm's website, customer service and West Elm's credit services. Instance 1: I ordered a couch over the phone after opening a West Elm credit card, I requested the 12 month no APR, the rep didn't select that option and I had to paid it off upfront to avoid the interest charge. Couch arrived 3 weeks later than initial estimate, and it had chips on the legs.

Hi, I ordered the Harmony Sofa in December. It was delivered in Feb damaged. The delivery team scratched our new hardwood floors substantially. West Elm replaced the sectional 6 weeks later. It’s even more damaged than the first sectional and I still haven’t been contacted about my floors despite calling multiple times and promises that I would receive an email with instructions for filing a claim. The sectional is 5k and the legs appear to not be real wood as they’re splintering after only being in our home 4 days. I’ve ordered from West Elm for years but this will be my last order.

Purchased two Lewis recliners chairs in Aspen Fog Gray. Product faded terribly within 18 months with minimal sunshine exposure. The leather color went from gray to green. West Elm website states the vegan leather is better than regular leather and only needs to be cleaned with soap and water. Not the case. After a few phoned calls the company stated they could not replace. They could but they choose not to. I would never again buy furniture from west elm.

Updated on 03/21/2020: https://www.consumeraffairs.com/furniture/west-elm.html?review=7720781#review-7720781 West Elm responds to review linked above by asking me to email their "Elevated Support Team". Doubting that I'll get any better response than dozens of phone calls have produced, I still do as they've requested. Now it's two days later. No response whatsoever, not even auto-reply acknowledgment of having received my message. If you're ever tempted to do business with this company, JUST DON'T DO IT!!!!

I placed an order on West Elm on 10/12/19 for a bed frame that looked good online and that was on sale for a good price. The order was confirmed and promised for 10-24/19. No delivery. Called 11/14 and was told it had been released for shipping to UPS No delivery. Called 11/21 and was told it had not been released for shipping and that parts were back ordered. Called 12/3 and spent 35 minutes on hold waiting for a Customer Service Rep. Was informed that parts were still back ordered but that I could expect delivery perhaps in three weeks. No delivery. Called on 2/20/20 and that parts were due at the warehouse for 3/6/20 and to expect delivery. No delivery after five months and still counting. Customer Service reps were polite and professional but it seems the company cannot get its orders out the door in any reasonable time frame. Be very careful when ordering from West Elm!

I ordered multiple pieces of furniture from West Elm and am really regretting that decision. They’ve messed up my delivery of my bed and dining table multiple times (still not delivered), and I can’t even speak to my other furniture pieces which are supposedly going to occur in the next several months. Please do not buy furniture from this store. Anything that is regular UPS delivery is fine but do not purchase furniture unless you’re willing to wait for months and deal with the worst system ever.

What a terrible customer experience! I purchased a sleeper sofa for my parents at the beginning of January. The wrong color sofa was delivered on January 29th. West Elm issued a replacement order. I asked for the order to be accelerated. I called and emailed the number of customer service representatives and was either ignored or told that they will contact the vendor and push the production along. In the meantime, the order is being continuously pushed out and is now not to arrive till at least the end of March. My attempt to evaluate the order and to be put in touch with higher management was ignored. This is highly unprofessional behavior from a reputable company such as West Elm.

I went to pick up (in-store) curtain rod and curtains for our living room window. When I got home, I realized there were several parts missing from the curtain rods. The package had a private address on the box, so I'm assuming they sold me, at full price, someone else's return. Apparently they don't examine the box's contents on returns. Anyway, I went to exchange the rods and examined the contents before leaving with the new set. We liked the rods and decided to buy another set for the kitchen. Instead of dealing with the store again, I ordered online. Again, those too were missing parts... again I had to return them and exchange. Since the local store did not have the curtain length we needed for the second set, they told us a WE store 30 mins away had them.

Shopped around a long time for an attractive, comfortable, and reasonably priced settee that was made in America, and was thrilled to come across West Elm! Everything out there seems to either be made in China, or super expensive. My Bradford sofa is assembled and hand upholstered in the US, and you can select from many colors (I chose Cayenne and it is BEAUTIFUL). Since it is hand upholstered it took several months to receive, but actually arrived a little earlier than the promised date. It appears to be high quality, is very comfortable (fairly firm), and very stylish.

I recently had an awful experience with West Elm customer service. I purchased a rug online that was "on sale". Less than a week later, it was reduced an additional %20. They were unwilling to price adjust or do anything about it. The rug never even got to my house by the time it was reduced and they still did nothing about it. The customer service lady told me to return and ship back the 8 x 10 rug and just buy is again at the lower price instead of just helping. FElt very cheated and will never shop there again.

I ordered a duvet, duvet insert, and shams on January 22nd. Nowhere on the website was I informed the duvet insert was backordered until the first part of the shipment shipped and I noticed the other portion (the duvet insert) was on backorder until February 14th. I have been religiously checking the order information as it has gotten closer to the backorder arrival date only to see that the item date has CHANGED. Now the duvet is set to arrive on March 9th. I received no notification from the company on the change which is ridiculous for such a large company. In addition the new backorder date is passed the return date of the other items so now I have to return them all. Terrible company to order from.

I was angry. After waiting a long time there was a problem with my delivery. Couch came few days later. It's great, comfortable, exactly what I expected. The couch came 2/3 weeks late on a 6-8 week lead time, but the staff was actually helpful and communicative and they designated someone to follow and track my order. Pretty decent experience. I did 5 stars instead of 4 because I overreacted with my 1 star rating.

I purchased an online item with a gift card and returned the item at a local store. Instead of refunding the money back to the gift card, they sent another gift card via mail. It's been 3 weeks and I'm still waiting on this gift card. I spoke to 5 people who have no clue about what the return policy is. The worst West Elm experience EVER.

This was my first time ordering from West Elm and I was gravely disappointed with the product quality issues, replacement process and most of the support I was provided. I had called in twice because two products delivered at different dates arrived with noticeable damages and scuff marks. (I’ve got those photos as well.) My third call was about the labels provided via email not actually printing. Fourth was to provide a status update (one was preship request and the other wasn’t for some reason) and I was told to call in for the immediate replacement product release. Which I did. Then I saw online that the orders for both items were cancelled.

Custom ordered bed in November, was contacted in late January and told that it was ready to be delivered. Scheduled a date a week in advance, took the day off of work to receive. The night before, I get a call from their delivery department saying that the order had been canceled, and that the new window was now closer to the end of March. I called back to try to find out what happened and was only told that "they had pulled the wrong parts" (I thought this was a custom order...) and that it was actually looking like April/May before I could get my order (...that they had already taken my money for).

In November, I made what I consider a huge purchase from West Elm (a couch, a chair, bookshelf, entryway bench, bed, living room rug, 2 storage ottomans and a side table) after working with a design expert in store. I've never made large purchase like this before, and I was hesitant but I'd just moved to a small house with an odd layout. All of the items except the special order couch were to be delivered in mid-December. I got a delivery date of end of December, and finally got a delivery before Christmas by reaching out multiple times to the delivery company (west elm was useless in trying to help with this). One of the storage ottomans (the wood lid) was damaged upon arrival and the wood bed frame was totally damaged during delivery (due to only one guy putting it together).

We purchased a couch and two tables from West Elm in the beginning of November. We have received one of the tables. The other will supposedly be here January 30. They have now pushed back delivery on the couch for the fourth time to April 26th. We will never purchase anything from this store again.

Order #** was placed 7/20/19. The first delivery arrived with broken supports on the bottom. The 2nd delivery had a 6" crack across the cabinet door. The 3rd piece had chips on the side. So, I didn't order a 4th one. Instead I decided to keep the piece from the 2nd delivery provided West Elm would give me a substantial discount for the damage and inconvenience. Extensive documentation has been done on this issue between myself and customer service but yet nothing has been done. Several years ago I spent about $6K with West Elm and deserve better treatment than this. Not sure if I will ever do business with them again.

I placed an order on December 9, 2019 for 2 sets of towels. I did not receive the first set of towels until Jan 3, 2020 and the second set on Jan 22, 2020. When I contacted customer service about it they just made excuses as to why this was normal with their company. I heard first that it must be the post office having a problem (untrue when I checked in with the post office). Then I was told it must be because of the holidays (well, I ordered plenty of other items that were shipped in a reasonable amount of time during the holidays).

I purchased a bed and a couch from the West Elm in Reno. After receiving wonderful service in the store I was told I would have to wait weeks to get my furniture delivered. It was scheduled for the Saturday after Christmas and I was called the day after Christmas to be told that one of the items was not actually in the warehouse and my delivery needed to be rescheduled. I of course could not reschedule it then because the item was not physically there and could not be scheduled. I called back on Monday and was told to call back again. Finally was able to reschedule on Wednesday for two weeks later.

I would like to bring to your attention my experience with West Elm Delivery. Unfortunately, this is one of the worst shopping experiences I've had. I am a regular customer of West Elm, but, this experience has left a bad taste in my mouth and I don't think I will be choosing West Elm for any future orders. Here is the chronological order of events that has resulted in a a very poor experience -

I made an order online for a Mid Century 5 drawers dresser in white November 2019. I called West Elm Furniture specialist due to an email I received regarding a delay delivery for my order. They announced to me and out of the blue that West Elm will discontinue the product. No additional reason of why this is happening. I have been waiting since November, hoping to store all my personal items from the Home Depot box to the new dresser. This is outrageous! This is so unfair to customers.

Bought a Ruby coffee table that broke after just 2 weeks. Have spent the last 4 months trying to manage the return and receive my refund. Was insulted by a representative and was asked how come my family can't help me get the table down the stairs (77 lbs on a 5th floor walk up). A different representative hanged the phone to my face. I asked to speak to a manager, sent emails, nothing. UPS picked up the table and yet I never received my refund. Stay away!

West Elm sells nice furniture - it is attractive, well built, and generally durable. However, they charge exorbitant fees for shipping, and use bait and switch practices on sales to force customers to pay for shipping. They cannot keep track of their in-store inventory reliably (or are deceptive about it), and they will take 5-7 days to refund store credit used during a purchases if the sale is canceled. Their sales are deceitful, and offers of free shipping never apply to furniture (nor for that matter to anything for which shipping costs would be a concern). We have bought beds (3), desks (3), dining room tables (1) and more from West Elm because we liked the furniture, and so were willing to play some games at first - the experience was always a little sketchy and irritating with their pricing. But their scam is constant and I've had it.

Ordering from West Elm was the worst thing I could ever do. They are the worst company ever. I ordered a sofa and the matching ottoman in the basic color and it was 2-4 weeks for delivery. 8 weeks later I still don’t have either item. I reached out to west elm and they said I’d be lucky if I received it in January (ordered it the beginning of November). I finally decided to cancel the order because I was sick of not having furniture and had no idea when it was coming. To this day I am still waiting for refund for the couch and ottoman I never even saw. Do not order from them. They are the worst company ever. Their products might seem nice, but it’s 100% not worth it.

This was the worst, WORST, experience ever in getting a refund for a return of a product that was inferior quality. It has taken me over three hours, between calling customer service, returning the product in store, and not getting a full refund, because of a "computer glitch," then calling customer service again. I will NEVER order from this store ever again in my life! Consumers, BEWARE!

I would literally give this place ZERO stars if I could. I ordered a bed from West Elm in October and it was suppose to arrive in between Thanksgiving and Christmas. We got a call that the bed would be late and was to arrive January 14th. This was annoying but okay. Finally the store told us that it shipped and was due to arrive January 4th. On the scheduled arrival day we get a call hours before it's suppose to be here saying they lost the bed in the warehouse and cannot find it. I MEAN HOW DO YOU LOSE A BED. We paid $1000 for a ** bed that "was lost." It's complete insanity. This. Store. Sucks. Major. **.

This was the single worst purchasing experience I have had. I ordered bed 3 months ago. They kept moving the date back. Then finally the scheduled delivery and 15 minutes before it was to be delivered they cancelled. I called and they cannot find the bed and can’t give me any answers. Do not buy from them. Their logistics are the worst.

Never purchase anything from this company that you cannot carry out of the store. I purchased an area rug on Dec. 21st in store that was supposed to be delivered on Dec. 26th. Product never arrived, tracking number went nowhere and after contacting customer service regarding it they returned me the shipping credit and ordered a replacement. A week later no rug arrived and again, tracking shows it never left the warehouse even though it says it would arrive at my house on this very day.

We purchased a Media console and paid almost $300 for delivery. Yet we got stood up FOUR times for our appointment. Each time there was a new excuse and we had to move to our other furniture around to make way for the expected "delivery". On the last call, they just told us to wait another month for the item to be "replaced". This does not meet our expectations of a $300 delivery cost and the brand name of West Elm, and to be honest, they suck.

I was expecting the worst after reading all the terrible reviews of West Elm - particularly with regards to delivery and customer service. My experience was good - I got what I ordered (a media console that was on sale), in perfect shape, when West Elm initially said they would deliver. In addition, I was able to cancel an order that was revealed to be out of stock (after I ordered) and had a delivery time several months away. The West Elm phone rep was courteous, responsive and refunded my money for that purchase. All in all, a good experience. The only reason for 4 rather than 5 stars is a) because it was lame to order something only to find out it wasn't in stock, and b) if I wrote a 5 star review, people would think it was phony! Really it should be 4.75. Maybe West Elm is getting their act together, but for me it was a good experience.

I ordered a throw online and the color was not what I anticipated. I went to return the item to a local West Elm store in Ohio. The first sales associate hardly recognized me when I entered the store and when I was approached at the register to do a return I was informed that West Elm does not accept online returns in store which is a huge inconvenience. She then begrudgingly told me that she'd see if they could do the return "this once." They processed the return and I purchased two throws. I got home and opened the faux fur throw and noticed it had already had a hole in it. I guess I'll be going back AGAIN for another return. Thankfully I purchased in store this time. I don't know of any store that does not do returns on items purchased online especially when we're talking about a small item. I will not be returning for future purchases after this second return is taken care of. Disappointed in customer services and lack of convenience.

Stay far away from West Elm! I returned a product of theirs over a month ago, and have since been forced into calling WEEKLY to check the status of my return. Every single time I’ve called I’ve received completely different information. Finally, I spoke to a floor manager who was not only rude but was obviously answering emails on the phone with me and was not paying attention. I will never, ever order anything from west elm again and I will shout from the rooftops to friends and family about how horrific the customer service is. Buy your stuff somewhere else!!!!

My wife and I bought a full set of 6 total leather dining chairs from here after sitting on some at a vacation rental in whistler. My wife became excited and started looking online right away. The ones she loved with a hard base were no longer available so we spent a chunk of money on some new leather dining chairs. They came in good time, I assembled them, and within mere days, one was starting to squeak. So I thought I could tighten a leg maybe to help..nope.

I ordered a headboard Aug 10 with an estimated October delivery. Never received it, no communication. I started tracking it down in November and still don't have it as of 12/6. I also have no information on where it is. The ineptness and lack of organization at this company is unbelievable. (I have ordered a whole house full of furniture this year and every delivery was riddle with problems.) If you go into the store and walk out with someone then great but if you order something to be delivered or custom made, you might as well kiss your money and sanity goodbye. The amount of time I have had to spend tracking this thing down while explaining and re-explaining the situation is unreal. No piece of furniture is worth this.

HIGHLY DISSATISFIED. This store seems to excel at selling shoddy overpriced merchandise with a staff of snotty and rude employees. I will never again purchase anything there or even set foot in the door to browse!!!!

I ordered a Sectional on sale for around $1700 Oct 3rd. Payment was processed right away (not held until part shipped like some companies do). I received a link to track & a delivery range of Nov 19-Dec 3. On Nov 19th, my tracking link still showed no updates & I needed to plan for selling my existing furniture so decided to reach out to customer service. I received a very kind email & was promised to hear back the next day with an update. I never heard back, but went back to the tracking link & it had been updated to show a new delivery date of January 3-17th. Frustrated, I contacted customer service again & was reassured that the new date must be wrong because your item has shipped (on the 22nd).