West Elm Reviews

I recently bought a home and probably spent close to $10,000 with West Elm. Most of my items arrived on time. However, one order, with 2 items, has been delayed for a month and a half. Every time I called the toll-free customer service # to get an update, I kept being told that they'd ship "any day now." I patiently waited, while having a feeling that the customer service rep did not really look into the situation, and gave me a sort of "canned" answer - it felt as though they didn't care. Well, fed up with the delay, I called again tonight and spoke to someone else in customer service, and they told me there was an issue with one of my credit cards for about $87, and that was what was holding up the order.

I ordered the Portside Low 3 Piece Sectional, 2 Sofas, Corner, Weathered Gray/Gray in Sept 2018. It was back ordered until Jan, which I was ok with... However when we received it end of Jan the corner cushion color was not matching the side cushions. I have spent the last 6 months trying to get the correct cushions!! They have re-delivered the wrong color 3 times. I have spent countless hours on the phone with several different customer service reps and managers trying to get this issue resolved, and still have not received the correct product. I'm so disappointed by this whole experience, I would never buy any other products from West Elm again... It has been a NIGHTMARE!! Save yourself the headache and purchase from another vendor.

Placed my order April 15. Delivery was supposed to be on May 28. A few days after delivery date we called up and they pushed it off for July 10 and no one can tell us why this happened and they wouldn't care about this situation.

West Elm is a terrible company, please do not support them. I ordered a console and never received it. It was almost $800, even with a coupon. Unlike every other corporate furniture store, they don't provide free shipping. My console was on back order. Waited over a month, never came. Warehouse had no record, but another customer service rep said it was on its way. Still never came. I would sue, but apparently they never charged my card or placed the order even though I had a confirmation email. Now it's my mission to let people know how bad they are on every available platform.

I used to love West Elm. Their online service seems to have imploded. I ordered an item. I then learned the item would NOT ARRIVE FOR 2 MONTHS! I immediately tried to cancel. I could not cancel the order! I sent emails, and filled out their online form. Over and Over. This was NOT a custom item. It was packaged. There was no excuse. Finally, I called them. Their rep had trouble cancelling the order, even though it had not even shipped. She said she would keep trying and get back to me. That was 2 days ago. So help me God. I will never order from West Elm again.

Adrianna from West Elm’s solutions line/escalation department in CYO should be fired. Totally unprofessional, horribly rude and nasty. It’s a long custom order sectional couch story. I ordered a couch in January 2018 with a March 2018 ETA. 3/4 of the couch was eventually delivered in May 2018, but they were missing one integral part of it. After many frustrating hours on the phone and on hold and lied to with various West Elm customer service reps, they reordered a replacement missing part in July 2018. Surprise, that replacement missing part never came in. After many (sooo many) more frustrating hours on the phone and on hold and lied to, I finally got a refund on the couch in January 2019, and agreed I would return the 3 portions of it that I received. Someone from West Elm was supposed to be reaching out to schedule the return.

I have purchased a lot of furniture and work in the design community. NEVER AGAIN will I use WEST ELM!!! Their products are overpriced and under perform. Purchased a dresser and the drawers are too tight to open. They say use wax etc. Did all of that and their product it well below average! If you want a product that is functional not just pretty don't use WEST ELM!!!

We bought a couch on April 13th and today we cancelled the order in the end. Oh, we don't even know our order would be cancelled yet because of the mysterious "3rd party vendor" West Elm is forever putting all the blames on still needs to confirm if the cancellation is accepted on their end. Like other reviews about West Elm are saying if I could give negative stars, I would. And that goes not only to this particular store but to West Elm as a whole company.

Here is my experience guys. I would say please do not order the stuff from them. They take very long time to deliver and the stuff is very expensive. After delivering the incorrect the stuff and did not do the refund to my credit card, I was thinking they will refund to my credit card and they added the late fees and some other fees, So it's really sad to see these people are making money in this wrong way. I have ended up with pay more and had to buy the stuff even though you don't want to buy, 'Coz when they give you merchant credit never take it. That how they trap you. Sad to see that's how they are making money.

I have purchased many items from West Elm. Most recently, a pair of Lucas swivel chairs. One of them, has collapsed. I called the Palm Beach Gardens Store, where I purchased the chairs. They sent a furniture medic who said I needed a new base and he would order one. One month later....no base. The PBG store manager has been rude from day one. She said she has called the Hub but they haven't replied. So, she told me to call the Hub. The Hub had no record of anything. Which is suspect since they were the ones who originally sent the guy to my house....they have been putting me off for a month. Still no base. And no one seems to want to fix it. Unfortunately, I do not feel buying from West Elm is recommended. They do not stand by their products, do not fix/replace defective furniture or even return calls.

I loved the look and feel of my Enzo sectional; but after only 7 months one of the seats and cushions warped like crazy. I sought them out for a replacement cushion, but they do not provide separate cushions and instead agreed to replace the whole unit. Unfortunately, I never received a replacement. Although getting a confirmation, they apparently cancelled the replacement (without telling me) because someone changed the SKU number of the model. I could order it online, but they told me it's no longer available.

DO NOT BUY FURNITURE FROM WEST ELM! FALL-APART-FURNITURE AND "ITS-YOUR-FAULT" customer service. Bought an expensive couch specifically because of the "featured buttons" on the cushions. Within months of receiving the couch, the buttons started to shed the fabric. We called with complaint, and it took them months.... MONTHS!... to ship replacement cushions. And then they required us to ship back the failed cushions before cancelling the charge against our credit card for the replacements! For an expensive couch from a company you thought you could trust. Now I can report the replacement cushion has failed just as quickly as the original. They sent the same lousy cushions they sold us with the original couch. Stay away. We'll NEVER go back.

I ordered a rug online from West Elm website. Where do I start? It took 3 months to deliver. Finally arrived yesterday and not only was it poor quality but was damaged with threads falling out all over. They charged me $40 for shipping which I did not know until after it was shipped. Worst of all, they refused to allow me to return it after one day in my possession! I will never order from this cheesy company again.

West Elm might be a good store, in person. But don’t order online. Horrendous customer service and delivery takes at least a month, not the 10 days they tell you when ordering. They actually told me that I have to work around their schedule, not mine.

I purchased a few items (1 bigger and a few smaller) 2 months ago, and still no delivery date. I was chasing the customer service in the last month almost every day, but they still have no answer why they couldn't deliver them yet. They don't have estimated delivery time either. It was an expensive order, so I thought I would have a better experience, but it was not the case. At the end I cancelled my order, because I don't want to waste more time calling them and listening the same thing, like they are waiting for the response from the dispatcher center. I mean they had 1 month at least to figure that out, but they couldn't. I can't see how is that possible not to get an answer from their dispatcher center in 1 month. I don't recommend this company to anyone. I wish I would do more research on them before making this purchase.

Custom ordered an Andes Sectional. Waited 10 weeks for production/delivery. I’ve had it a year and a half and it’s already falling apart. Seems to have missed a step in production. Contacted customer service and was told that there was nothing they could do. That this was “normal wear and tear”. Customer service representatives solution was for me to order a brand new one to replace the year and a half old one I already have, but choose a different model. Buyer Beware.

This sectional damages floors (laminate floors). Corresponding with West Elm is a nightmare. You can never reach them (I had to wait on the line for an hour and 23 minutes with no result). After 16 emails back and forth I finally get assigned to an insurance claim department BROADSPIRE, which is another nightmare. They never answer phones, they never return calls and if they write an email once in a blue moon, it is very general with no information about the resolution of the claim. I hate West Elm and I want them to burn in hell!

I had a BIG issue with their phone customer service and after repeated failures I went into the store and spoke to Carla ** (She is one of the managers). She took care of me by first actively listening, acknowledging my frustration and then going out of her way to resolve the situation. Happy to report I left the store feeling really good about the store, opposite of what I felt when I got into the store. Carla ** changed my mind from a negative to a positive one and because of that I will be back at the store to spend some more money. NOT ONLINE. But in-store is the way to go. Thank you Carla.

They resolved this issue.

I ordered an ottoman and received instead a side chair 5 days later. I called to return the incorrect item and get the correct item shipped. I was now given an estimate receiving the ottoman 13 days later. The only consolation I could get for my trouble was 10% back on the item, however not until the return was complete and my item was delivered.

I recently visited a West Elm retail store and decided to purchase two leather chairs. When I looked at the chairs online, they were cheaper than in the store. So I ordered them online. I then called the store just to double check the pricing and they said they would match the online price. So I called West Elm online to cancel my order (this all happened on a Sunday so I knew they hadn’t processed my order yet). After a few calls (and unnecessary unpleasantness) they agreed to cancel the online order and I then purchased the chairs direct through the store. The chairs arrived 6 weeks ago and I am happy with them. But the online store has still not refunded me - after repeated follow ups. What is that about? And clearly the online store competes with the retail store (and undermines them) which seems very inappropriate.

Below is the list of issues I've had with a single order and still don't have a full grouping of nine picture frames that are not damaged.

Please keep in mind when you buy a sofa from West Elm that if any of the cushion covers needs to be washed, and the zipper happens to break on that cover, that it will be the biggest nightmare you've ever had trying to request a replacement cover. I have gone around and around in circles for 5 weeks now explaining the situation over and over again with many people in the West Elm Customer Service team and different departments trying to get resolution of this issue...and still do not have a clear pathway to resolution. The Quality department has been completely a cluster.

My saleswoman was wonderful. After waiting 6-8 weeks for my ‘custom’ made couch to be delivered I received half of the cushions I ordered and the other half were a different material! I have called West Elm and Williams and Sonoma, the saleswoman was not available, and I was told to email some strange address to which I received a response 4 days later. The response I received was, "We will contact you in 5-7 days." I haven’t heard anything since. I was charged a decent amount for my couch and I had to pay $300.00 to have it shipped. West Elm has nice stuff but their customer service is terrible and so is their response time. Absolutely no personal attention. I’m sorry I purchased my couch through this company.

Purchased a floating wall shelf from West Elm and had it delivered to my home. Item received does not match the product description or the photo - those show a dark walnut shelf with black brackets, item received was a medium brown shelf with silver brackets. While trying to return the item for what I feel was a misleading representation of what I ordered, spent over an hour talking to multiple agents, only to be told I can't receive a full refund. Despite the misleading description, I am responsible for shipping charges and my net refund will be less those costs. Not sure how it took an hour to arrive at a less than satisfactory resolution. I won't shop here ever again. Save your money and shop elsewhere.

I have bought quite a few items to furnish a new home in the last six months and my daughter has too for her home. They claim on their website a flat rate shipping charge of $199 for furniture and other items which sounds great BUT recently when I tried to buy a collection of outdoor furniture for a few thousand dollars they told me the shipping would be $525. That's outrageous. Have they not heard of free shipping? What does a flat rate shipping charge of $199 mean to them? I thought the more I order the better the shipping deal. Not true. You would think they would welcome someone purchasing items costing thousands, but no, not West Elm. They would not lower the shipping cost below the $525. I called several people regarding this. When I ordered one dresser I had to pay $199 and so I did. But that doesn't work in my favor now. You can't have it both ways West Elm.

Customer service at both Pottery Barn and West Elm is horrendous. Multiple furniture orders have been completely botched. I waited 10 months for a chair ordered for my nursery. Another order was completely wrong on $5000 worth of merchandise. With every phone call to customer service you get a different runaround. Clearly it is not the fault of the people on the phone but the company for not investing in proper training and not caring enough about their customers to provide good service. Terrible experience. Shop elsewhere.

I ordered 2 curtain rods in December and I received 2 curtain rods however when reviewing my credit card statement I noticed I was charged twice so I was charged for 4 rods. I contacted West Elm and was told no problem they would process the refund so I waited. I never received the refund so I contacted them again and was told it takes more time so I waited. I contacted them today and they won't give me my money back that they stole from me... I have to dispute it with my credit card company. I was on the phone for more than 45 minutes to find this out. West Elm is as low as you can get... They owe me 126.80.

I ordered a console and 'matching' bookshelf. When I looked at the price, the free ship code was not honored. On the 4th email exchange with a different person each time, I asked for it to be honored or I needed to cancel my order. I was told 4 times, by 4 different people they cannot apply codes after purchase. I said I did add the code, it was apparently West Elm's mistake. I woke up to an email by yet another person, saying after looking more closely at my order, furniture is not covered under the free ship code but they were able to cancel one of the items. This is 12 hours, but one item was too far in the delivery system to cancel. Had I known furniture was not part of their well advertised but sneaky free ship promotion, I would not have had a problem in paying the one shipping fee.

I ordered a sofa on 2/16, checked on 3/14 and was told it was not processed, no call, no e-mail, no nothing. On 3/14 I was told that I would receive a call from the home delivery department to schedule delivery. No call, nothing. I called two days later and no one can give me a status nor explanation, only an apology. To date, the sofa is now apparently not being delivered until end April/beginning May while I was told it was ready.

I purchased a Sebastian armchair and West Elm decided to ship it out using UPS. Never heard of furniture being delivered by UPS. The doorbell never rang and my neighbor told me a large box was left in my front yard on a busy street. The box was picked up by strangers who drove off with my $400 chair. I called West Elm as I was very upset and they told me to take it up with UPS and file a claim. I am now out $400, have no chair and have to go through the headache of UPS claim processes. Really surprised by the poor customer service. Will not be shopping here again. It's too bad because I actually called hoping to get help and what I received instead was a "not my problem."

My wife and I visited the local West Elm retail store in Mill Valley on a Friday, and ordered and paid for outdoor furniture. The only piece the store had in this collection was a small table. We viewed it to confirm the color of the wood. When we returned home, we decided that the finish would not go well with our existing outdoor furniture, so I called the store the next day to cancel the order. Confusion at the store, so I called again the next day and was told someone would get back to me ‘right away.’ Nothing. Called each of the next two days, and was told the manager was ‘working on it’ and would call me. Nothing. Finally called customer service, four time over the next ten days. Each time I got a different explanation for why the order had not yet been cancelled.

I have had several unsatisfactory customer service experiences with West Elm, but this last one is the final straw. I will use up any credit I have and never, ever use or recommend them again. The whole story is long and painful, but in a nutshell: I ordered a sofa, chair and ottoman in November for a client who had just built a house. It was to be delivered in 8-10 weeks (custom fabric). After 3 months and hearing nothing I contacted West Elm in January I believe and learned that the fabric had been backordered and the sofa would not be delivered until March, almost 5 months after it was ordered.

West Elm will sell you something on a Thursday, then have a huge discount for that weekend but will not honor the pricing. They'll ask you to return your items and purchase again which is so inconvenient for everyone involved. However, I was going to do just that, return my items and then repurchase at the discount. This is where it gets even shadier, they purposely delayed it until the sale had ended and now I couldn't get the discounted price anymore. I've been shopping at West Elm for years and half my home is West Elm and I'm sad to say this has pushed me over the edge and I will no longer shop with them.

Sales and ordering the couch was fine. Delivery was ok. Couch arrived with a snag on the cushion. Customer service called me and told me to upload photos. This was done on 3/15 and til now there is still no resolution. Every time I call in the, the person on phone transfers me to another department. It just feels so unorganized.

Good afternoon, my name is Asia ** and I am West Elm Card holder for over two years. I have been trying to get in contact with the company regarding my dissatisfaction with furniture. I purchased an Andes sections in mid 2017. A couple of months later I realize that the upholster was poorly made. The zipper of the pillows were poorly attached, the pillow stuffing on the top layer of the pillows were of poor quality. I went into the store numerous times to voice my complaints and was told someone would get back to me. No calls were ever followed up.

I bought a $1.500 dining room table and after 2 years (used very little) the wood top started to crack open. West Elm replaced it but now not even three weeks later I already have 2 cracks. The wood obviously has not been worked properly. It is made in India I believe. I can't get my money back. A store credit for such a large amount I would not be using.

Buyer Beware:@westelm does not care about their customers. They do not carry major items in store and will charge you an to ship to store or home. Shipping takes 3 weeks, in which time, they will not price match current prices, even though you have not received the item. Try to return and repurchase for the new price? They’ll charge you to cancel the order and then charge you for shipping again. I will not be shopping there again.

Never trust West Elm. I ordered a rug mid-October. It was back-ordered. Showed up the end of November, except it wasn't the rug, it was someone else's table. I got West Elm to pick up the table from my house as it was too heavy for me to lift and ship myself. They tried sending the rug again; it ended up in a different state to a previous address I no longer live at (I also never placed the order with this address). Finally I said I'd like a refund to my credit card because it wasn't worth all the hassle. Was told I would get one. Waited. Called back. They were waiting for me to return the rug I never received. Was apologized to. Waited. Called. Waited. Emailed. Waited. Get merchandise credit. Emailed because that type of refund was not what we agreed on. Waited. Emailed. Waited. Emailed. Waited. New email as of this morning. Hounding them down to get this refund has been a giant pain and I will never, ever, order from them again.

DO NOT EVER order wallpaper from West Elm! I ordered 8 total rolls. 2 of the 8 rolls were the complete wrong color/defective. I had already put up 6 rolls when the last 2 we opened were the wrong color. I returned the 2 to West Elm and waited over 1 month for the next 2 to arrive. When they did they were defective too. This process happened 4 times and each time the item was the wrong color. Each time I had to call customer service and wait for too long to try to talk to someone who could help me get the correct wallpaper to match what I had on the wall.

Updated on 03/27/2019: Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager. We explained what was happening. He was EXTREMELY nice and really wanted to help us. He told us he would contact corporate and find a solution. I left there feeling so much better. 3/6/19 I get a call from the store manager that he is having Pauline ** from corporate contact me. 3/6/19 Pauline calls me and tells me to send more pictures. 3/7/19 I send the pictures to Pauline. She confirms that she has received the pictures and that she will review and get back to me.

I ordered a blanket using key rewards and a credit card. I didn't receive the blanket and the status showed as In Process. After waiting quite some time, I called to determine the hold-up. The problem was that one of the rewards had already been used. They never notified me there was a problem. Not once. I called to find out, then later decided to proceed with the order, called back and gave my credit card number. I heard nothing. I called to check on it today and they have a record that I called and gave my card #, but no order was placed. I give up. I'm waiting on a refund for a return sent early in the month and am concerned I will need to gear up for a fight to get my money back. And fight I will. I will not shop with West Elm again. There are too many companies who care about customer service to spend money with one who doesn't.

I purchased a coverlet and sham that I returned five days after having received them. Two weeks later I realized that I hadn't yet received any acknowledgment of the return, nor a refund. Thus began what would become my part-time job for the next six weeks: calling West Elm customer service, telling my story, being assured that my refund would be posted within 5 business days -- only to call again, and again, and again. Speaking to "a supervisor" didn't help. Calling daily didn't help. Finally I began calling their corporate HQ in San Francisco and sending nasty emails with "Thieves" in the subject line to customer service. After another two weeks I finally received my refund. I will NEVER EVER purchase anything from West Elm again. STAY AWAY.

I never write reviews, but the customer service saga that I've been dealing with for two and a half months needs to be shared! Last August, I reached out to West Elm about a defective couch that I had purchased and they agreed to exchange it for a new one. They could not honor the original price, so I waited until I had a coupon and bought the new couch in September. I paid $3,882. They delivered the new couch and picked up the old one on the same day - December 1st. This is when the problems began!

I ordered a nursery set on September 3, 2018. My pieces were supposed to be in stock between mid-October and mid-November. I received confirmation that all pieces arrived at the warehouse in early November, but when scheduling the delivery the warehouse said a trailer never arrived that West Elm insisted did. West Elm kept telling me to contact the distribution hub and the distribution hub kept telling me to call West Elm. No one seemed interested in helping resolve the concern, just blaming others.

Ordered two chairs in November and was finally told they would be delivered on February 2. When the truck arrived, only one chair was in the van. I immediately called customer service and was transferred to the furniture department, which disconnected me before I could speak to anyone. It took multiple emails and over ten phone calls before I finally reached someone, who told me the chair had just been mislabeled and was at the warehouse after all. They arranged to have it delivered... two weeks later. Finally, the day before the delivery, I get a call from the warehouse and a very rude woman said, "Yeah, we don't know what this order is. Never seen it before." She then hangs up on me.

I placed an order on July 28, 2018 and received part of the order on February 15, 2019. After 7 months of waiting the order arrived incomplete, there are lost items and they do not know what is going to happen with my order. I have been paying punctually since November 2018 for an order that I still do not receive and West Elm did not know when I could receive the missing items.

I ordered a concrete coffee table in 2017 and was told 2-3 weeks delivery. It took several months. It developed spider cracks over the entire top and I contacted the company...multiple times. I was told to send photos (after a lengthy time) and I did. Then nothing! I contacted them many times until finally they offered me an exchange. Not wanting to deal with the same issue I declined. It took multiple phone calls and emails to have it picked up. That was three months ago. Everyone is always sooo nice on the phone, apologizing for delays etc. What they don't do is fix the problem. I don't want a store credit, I want a refund.

West Elm has by far the WORST customer service. I placed an order (not a special order) which I subsequently needed to amend 3 minutes later due to an employee mistake. I was told this was not possible. I could not cancel the order as it was already “processing” for an item with a scheduled delivery date 1 month in the future! They said I could return the item when it arrives in a month but I will lose the shipping costs. I talked to my local store, I talked to the manager of that store, they called their dedicated store ordering line, and finally just told me to call customer service on my own. Customer service is a complete JOKE. They couldn’t be less helpful. I have been a loyal shopper for years, but never again. Take your money elsewhere. I know this will be my LAST time shopping with this retailer.

We have had our ottoman for about 18 months. Within the first 6 months, one of the legs kept coming loose. We were sent replacement legs, but the problem appears to be inside the ottoman - screw is too short and slips from the leg. Customer service said that since it was not an issue in the first 30 days we are out of luck basically. I am a Trade member and have ordered over $10,000 in products over the last 2 years - you would think they would replace this after the same leg fell off 4 separate times and it is not fixable. I will look to CB2 and other companies from now on.

West Elm: The Company of Contradictions. List of contradictions: I was told when I purchased my custom order couch in store that the delivery service would remove my old sofa and put in my new one. NOT TRUE! Upon delivery, I was told that this was not the case by the delivery man who is a saint named Larry. He was great and deserves to work for a better company. I can’t imagine how many times he is left apologizing to customers of West Elm.

I generally not write reviews for the CS, because it's always an average/good experience. Well, not the case here. I bought the decor item to put on the wall. That specific color was out of stock, so I was informed to wait for about a month, which I was ok with. After one month I didn't receive any updates and I wrote to CS and asked. I got the response that it won't be available until next month. OK. After one more month, I received an item, and it was the wrong color.

West Elm has the worst customer service. I bought a dining table from West Elm on Dec 16, 2018, it's been more than 1.5 months and I have not received the item yet. But my credit card has been charged with the price of the dining table. Numerous phone/email conversations with the customer service over the past month has not resolved the issue and I have no idea how I can either get the table delivered or get my money back. I bought a dining table from West Elm on Dec 16, 2018, it's been more than 1.5 months and I have not received the item yet. But my credit card has been charged with the price of the dining table. Numerous phone/email conversations with the customer service over the past month has not resolved the issue and I have no idea how I can either get the table delivered or get my money back.

We ordered 6 frames from West Elm and we love the look of them. They are very pretty and clean. However, installing them was quite a nightmare. On the back of each frame, the two hooks to hang the frame on the wall are not aligned horizontally or vertically. Therefore, in order to properly measure to hang them, you have to measure each hook separately. Also the template they provided, would never work because of this reason and was not even the same size of the frame. Since all 6 were wrong, we didn't want to return them and get new ones because we were worried they would be wrong again. We went through the activity of measuring every single one. It took about 4 hours to hang 6 pictures!

I ordered 2 end tables and a tall chest for a guest room in October and still haven't received it!!! Beyond frustrated! Do not order anything from this store! We also ordered a small kitchen table for our apartment in NYC and went into the store to place our order. The sales person was very nice although said nothing about it being back ordered. It took 3 months to come in!! They delivered 5 chairs and no table and then when we inquired, they told us it was backordered. DO NOT buy anything from this store.

I ordered furniture in November. DOUBLED CHARGED IN DECEMBER for 2 chairs. Countless emails, calls to customer service. No resolution. Contacted my credit card company to dispute charges. Still waiting on my final delivery (Landry Bench). Had to call 5 different numbers to find out when it will be delivered. Come to find out, still not shipped. Btw, still waiting for resolution on me being overcharged. Countless hours, countless calls - NO RESOLUTIONS.

I found this sofa on the Apartment Therapy website sofa rating story and knew I had found the sofa of my dreams that fit in my tiny living room. I ordered it the same day and according to the site, expected a 2-4 wait time. The next morning an email from West Elm was waiting on me saying that the sofa was in stock and to choose a delivery date. I could have chosen delivery within 5 days of my order, but I chose a later date for my convenience. Through this period, I was regularly notified as the delivery date got closer of the time of day it would be delivered. The delivery driver called when he was about 30 minutes away. The two delivery guys brought in the sofa, put on the legs, took out the trash and put the sofa where I wanted it. They were in and out in less than 20 minutes. I LOVE the couch! I will order from West Elm again.

My item (a dining table) was scheduled to be delivered today, 1/10. First I called to schedule the delivery. That went fine. Then I got an email saying the delivery was canceled. Then I got an email saying the delivery was scheduled. For some reason, my street name was very misspelled on the email confirmation, although it was correctly entered by me when I made the order. The morning of the delivery, this morning, I received a text message from the company that said the delivery would occur in 30 minutes and it said, "Do not reply to this message." The delivery team (I suppose the driver) also sent me a text message saying they were arriving soon. They did not ask me to reply. So I did not reply.

BE WARNED! DO NOT BUY ANY FURNITURE FROM WEST ELM. We purchased Cast Trestle dining table during Black Friday sale. Confirmation email said it will be available latest 12/15/2018. Two weeks later, the order status page changed latest availability date to 01/07/2019. During this time we called several times to check the status, and no one was able to tell us anything. It seems they completely lost control over when the item will be available from their vendor. On 01/05/2019, we called and again they still don't know when the item will be available. It's obvious they have no control over their furniture delivery quality.

DO NOT ORDER FROM WEST ELM!! CUSTOMER SERVICE WILL NOT HELP YOU. Their products look really nice but don't be deceived. You will ALWAYS pay through the roof for shipping because nothing ever seems to be in stock in the store. Want to return something or resolve a problem? Be prepared to be told "we can't help you" or wait 1 hour on the phone just to speak to someone. Have had multiple terrible experiences with this company -- keep trying to give them a chance and I've finally had enough. WORST WORST WORST company I have ever dealt with. Also, quality is comparable to Target. Don't be fooled by the prices. It's all crap and they apparently have zero desire to help their customers.

Worst customer service ever. I’ve spent thousands of dollars there between shopping online and going to the Princeton Marketfair store. I love everything in the store. When I made a massive purchase of multiple large mirrors, wall art, and other small pieces of furniture over the summer, I had tons of problems. No free shipping. I tried to order things in the store - many things were unavailable and items on the floor could not be sold to me.

Without a doubt the worst experience I have ever had. Order this Zane Media Cart on Dec 16th. Was supposed to be delivered on Dec 19th, never arrived. Then was told it was expedited and would be here before Christmas, another lie. Received tracking number and shipping email from West Elm, UPS never picked up, West Elm can't tell me why it has not shipped, nor will they cancel order. Rude customer service people and poorly trained. Told me they would search dock for missing item would take 7 days, really. I will never order from them again. Once this is resolved will close out my West Elm account forever. Oh by the way they charged my account when I placed the order. So they got their money and I got nothing. Stay away from this fraud of a company.

I ordered a crib, conversion kit, mattress and double dresser with a changing topper in mid October - the crib, conversion kit and mattress arrived, but the dresser was scheduled a couple of weeks later. My daughter and husband happily put up the crib for their February delivery. As time has drawn closer to her due date, the delivery time has changed from November, to late December, to January - mid February and when I called they now say April!!! I mean does one really have to wait 6 months for a dresser to be made?? When I go on the website it says if I order the same thing today it would be ready for delivery February 16 2019 - So now what take apart crib, return it, cancel the rest of the order and go to Restoration Hardware??? This product is made in Vietnam so before order your furniture from West Elm that it may be months and months before you receive it!! So disappointed!

West Elm furniture looks good and is tasteful. However, it isn't comfortable. Our problems really started when we returned an item. I can say it's barely 3 months later and I don't have my money back. Moreover, I have spent over 2 hours on multiple calls and holds. An absolutely terrible experience with customer service. I will never buy anything from them again.

Awful customer service, I placed an order for a Christmas tree Nov 19th, estimated delivery was Dec 5th. After multiple emails and calls I was given no answer as to why my tree hasn't been delivered and was told if I wanted to cancel I could. Fast forward to yesterday when I finally gave up and tried to cancel my order (which still read "in process" with no delivery date). I received an email letting me know that wasn't possible, and yet again no clear answer on when the tree would be delivered. Today after talking to one lovely woman I was told she put in a request for the cancelation, wonderful, only to receive a voicemail a couple hours later letting me know that wasn't possible and the tree would be delivered December 26th. You can't make this stuff up. Absolutely horrid customer service. Happy holidays. Never again, West Elm.

I moved into a new home recently and decided to get several new pieces from West Elm as their local store has nice pieces and the aesthetic for my style. I ordered two bed frames, dining room table and chairs, a rug and a shelf desk on November 16th with an estimated delivery days of early December. To start, nothing showed up in early December. After multiple phone calls, I managed to schedule delivery for one of the bed frames, the dining set and the desk today. The bed frame showed up missing side rails, which now need to be re-ordered, expected delivery mid-January. The other pieces have not been scheduled yet, a full one month after order and several weeks after estimated delivery date.

First of all, the shipping date for the order I placed kept changing every single day. I have ordered another item before, and I have double confirmed that my address was correct. However, I never received the item like I was suppose to yesterday because the address was incorrect. I have contacted UPS and they have confirmed to me that the street name was missing a few words, therefore the driver could not locate the address and failed to deliver the item. I have took time off work to be at home yesterday awaiting the package. Not only did I lose valuable work time, I have no furniture, and now I have no idea when it will be delivered.

Before you buy from West Elm this holiday season please consider my experience purchasing ONE ITEM. Issues with my Order: (Keep in mind that every one of these issues has required at least 3 phone calls before progress was made.) I ordered the Art Display Coffee Table on October 7th and waited over a month before they scheduled delivery. I called West Elm to change my delivery address, but the customer service rep I spoke with must not have actually changed it in their system because it was still delivered to my old address.

I ordered the metal curtain rod in gold and in the process of installing it one of the brackets broke. I called customer service to ask that they send another bracket. They stated that you have to send the original back to them. I explained it was partially installed and I would have to remove it from my walls making more holes and making it more difficult to re-install. They stated they would not send another until the whole thing was returned and they had the product. I explained we would like to get our curtains hung and don't want to have the additional time waiting, just dispatch the item now. They refused and would not let me talk to a supervisor. I sent an email complaining and am going to wait to see if anyone else responds before removing this from the wall.

My experience with WEST ELM has been horrible and a nightmare to say the least. Last week during Black Friday/ Cyber Monday deals, I signed up for the credit card and was interested in buying curtains. I went to the store in Summit, NJ two times to place the order because I was hoping for them to look me up so I could use the West Elm credit card and earn rewards/ reap benefits with free shipping. I went to the Summit, NJ store two times. The first time, I was in the process of ordering the curtains when the sales associate went on break in the middle of it. The next sales associate said, "Yes we do not have the item in the store," and THEN WALKED AWAY. I stood there completely dumbfounded as I was in the process of already ordering it. I then called the customer service line a few hours later and they stated they couldn’t help because I didn’t have my card from West Elm in hand.

We ordered this couch specifically to have weeks before Thanksgiving. They moved the ship date back twice without ever notifying us, leaving us stranded without a couch for over a month now. After being in touch with Customer Service AND the parent company, still no word on when it can be shipped. After many phone calls and emails now they are saying part of it is missing. It's been one month after the original ship date was supposed to be and still no word. This is on top of the original 6 weeks it takes to make the couch. So insane that they have this level of customer service sharing a parent company with Pottery Barn. Extremely frustrating.

Placed an order for the Vertical Gramavox record player in late September because the products actual site said shipping would take longer. Woohoo I thought, I found it on West Elm's site. Not really. I have had holds for $600 go on and off my card since then- it's been 3 months and the product is never shipped so the holds expire and they say my card was declined, so I call back to give them my CC #, hold goes on and stays on for a week then the same ordeal.

This all started on September 27, 2018 when I went online to purchase two Audrey nightstands. I placed the two items in my cart and went to check out but it kept giving me a system error. I tried checking out twice with no success so I decided to call the customer service number for assistance. The representative help me place the order and all was good. Later on in the same day I realized that the nightstands had gone on sale so I call back to see if I could get the sale price in which the representative was very helpful and gave me a credit of the difference which was $171.04. The nightstands were to be delivered October 2 but there was a slight delay. Once they were finally delivered to my surprise the UPS driver brought six nightstands. I told him I did not order six. I only ordered two.

This was my first experience with West Elm and I have to say that I'm not pleased at all. I've had the type of issue that others would like to have. 11/25/18 I made a $5,700 purchase. Keys was the sales associate. I had a pleasant experience that day and was happy after we submitted our order. I was comfortable at home prior to heading to the store and was going to place my order online. The ONLY reason why I decided to head into the city was because I wanted to make sure that my order would not ship for at least 2 weeks (the apartment I'm moving to is undergoing renovations). I was told this would not be an issue. On 11/26, I received an email from West Elm indicating that one of the items had shipped. On 11/27, I called West Elm to ensure that the items would not be delivered because the apartment was not ready and the contractors could not have items while they were doing the floors. I was promised this would not be a problem.

I ordered two sofa from West Elm, their website shown deliver time is 2 to 4 weeks. One month passed, no delivery, they extended to three months instead! One day after one month, I got an email say they will delivery my sofa in two days, I was very excited, but hours later they said that email was a mistake... Even that email was full of misspelling and error. Not impressed with this company. Avoid!!!

Before making a big purchase from West Elm read the many reviews here describing a frustrating and disappointing experience with NOT receiving furniture after it is ordered. In JUNE 2018 I ordered an upholstered sleigh bed online. At the time of order a message stated this was a custom order which takes about eight weeks to complete. In JULY 2018 I ordered a recliner and small wooden table and was given a delivery date of August. I tried to be patient and understanding when the anticipated delivery dates came and went. In OCTOBER 2018 I contacted customer service via email regarding the status of the furniture order and the response was for me to check the website within the next 10 days for an update on the order status. I did this and the website still said August delivery for the chair and 8 weeks for the bed, at some point the delivery date for the table changed to NOVEMBER 2018.

I ordered the blue teal lucent rug from West Elm on November 26, 2018. The estimated delivery date said “November 29”. Today is November 30th and now order says “in process”. I spoke with customer service and they said that they don’t know when the rug is going to be delivered. They said that the rug “is likely on or near a delivery truck that is waiting for more merchandise to deliver”. I had a bad feeling about this order’s estimated delivery date from the beginning. Now after reading the reviews, I am very worried. I’ve been getting emails every day advertising rugs and sales. As if they don’t know that I just purchased a very expensive rug. No emails about shipping, delivery or follow up on the order. Hoping it gets delivered within a reasonable timeframe.

We opened an account with Comenity Bank @ West Elm - Paramus, NJ store. Looking to order a rug online inside the store we realized the date was too far off to wait for the delivery. So later, we received a statement and we were billed for the rug: 1) I never received and 2) I never ordered. Three months later, I still didn't receive the money that I paid to credit card. They don't have the tracking number and they can't answer any questions I've asked about what exactly was I billed for? I would never open a card with Community Bank / West Elm. Hours if not days spend on this dispute with no resolution. But I am out of $482 dollars.

We ordered our sectional from the Edina, MN West Elm location in August after recently purchasing our new home. It was the first furniture order we made and almost 4 months later we still don't have the sectional. No one from their customer service department can tell me where it is. The furniture delivery department phone number that I keep getting referred to has never answered my many calls or emails. We are likely going to dispute the charge on our card and tell WE to cancel the "nonreturnable" item. Thank god for American Express. Wonderful customer service and handling of these disputes. I'll never buy from West Elm again.

I bought the Peggy couch from West Elm in 2015 (google it to see how terrible this couch was) and was very disappointed in the quality. Buttons popped off and couldn't be replaced, the cushions kept creeping forward and had to be constantly adjusted- it was just a bad couch. In 05/2018, I realized that it had been recalled, so I called West Elm and arranged to have it picked up and refunded my money. It was picked up on 5/25/2018, and I am STILL (as of 11/30/2018) trying to get the merchandise credit I was promised. They have sent the credit to the wrong address multiple times despite multiple phone calls to correct them. They managed to send an unactivated credit to the correct address.

Do not ever order from West Elm. I ordered a couch from them in September, and they gave me a set delivery date by November 21st. I never received my couch-- no one ever even tried to deliver it! They then "pushed back" the delivery date without my consent and zero communication, only giving me an "estimated shipping date." I called for weeks and weeks trying to find out where my couch was. No one seems to know where it is, or if it even exists. Then, I called customer service again and was hung up on numerous times. Basically, West Elm took my money and it seems as though the couch I ordered doesn't even exist. I had to file a claim with my credit card company. I will NEVER order from West Elm. This should be illegal to fraud people out of their hard earned money!

I try not to vent my frustrations on social media sites but I am not sure what else to do at this point and want to just find out if it has happened to other people!! On Sept. 7, 2018, I physically went to the downtown #WestElm store and placed an order for a custom couch. I received a printed copy of the order with the order number, etc. It shows an estimated delivery date of Nov. 5 - 12, 2018. I never heard anything for two months, never received an email, text message, anything!! Several times I went to the site to try and track it and it kept showing that it was shipped to Dallas on Nov. 4.

My mom got me an 8x10 wool rug for over $1000, after only 3 months I have to throw it in the garbage, it has a bald spot. Impossible to cover. Customer service says since my mom doesn’t have a receipt they can’t do anything about it.

My traumatic experience started on the very first day of my visiting the West Elm's Philadelphia store in Center City. I purchased a dinner table, 6 chairs, 2 large sofa for a total purchase price of about $6000. I found the sales representative to be fairly untrained with poor knowledge about the items especially the fiber type/color. We ordered the items and on review right then at the counter realized that the fabric was not exactly what we had expressed to the sales representative. Unfortunately the rep said that nothing can be done since the orders have already been placed in the computer and the company policy is that this is a FINAL purchase and CANNOT BE CHANGED. Even the 2 senior managers on duty stated the same. They said that the only way I can even TRY to change is by calling the customer department but they are VERY SURE that nothing will be altered with the order, nor it can be returned and repurchased.

I ordered three dining chairs from West Elm. I have not even received them yet, but I guarantee to you that no matter how wonderful these chairs are I will NEVER order from West Elm again due to the shipping experience. West Elm shipped all three of these chairs as three separate deliveries with three different tracking numbers. Two were scheduled to be delivered on a Friday and one on a Saturday a weekend that I would be away visiting family. I called UPS and tried to change the delivery date. They told me they were unable to do so because West Elm has restricted the options for the seller to change the delivery date.

If you need something in a timely manner, DO NOT TRUST THEIR DELIVERY DATES!!! I have been stung REPEATEDLY by West Elm's completely dishonest shipping estimates. They are utter rubbish. Pity because the product is good.

I wish I had read these reviews prior to spending $1900 on the Harmony down-filled sofa. I have been on the hunt for the perfect couch. I saw the Harmony online and saved up for it. We went to the store, sat on the floor sample, and decided this was our couch. We ordered a linen-blend material (that can hold-up to a 1 year old and a giant dog). The delivery date was supposed to be 10-25. I called West Elm literally 10 times trying to see why my couch wasn’t delivered on time. They gave me 20% off, and finally, almost a month later, we have the couch.

I ordered a bed on Aug 25. The estimated available delivery date was around the first week of September. I started calling to follow up around mid-October. I was told that when the bed was delivered to the distribution center they forgot the side rails on the truck. Fine, I get it. But it didn't seem as though anyone was doing anything about obtaining the missing pieces until I started following up. Then the same excuse was given during a few follow up calls. The how didn't matter to me as much as what West Elm planned to do about it. It seemed to me that everyone was aware of the issue but not one person proactively took control of the situation to have the missing pieces located and delivered.

This West Elm nightmare is finally over! After about 15 calls, hold times up to 2.5 hours, multiple unanswered emails, messages to managers that were never return, I will finally get the money back on furniture I placed. I have already filed a complaint with the NY State Attorney General requesting an inquiry into consumer fraud. If you have never made a purchase, DON'T! If you have, CANCEL IT NOW!

We ordered a custom Henry sectional in Shadow Velvet with an ottoman from the West End Bellevue store. You really just place your order online on a computer in the store just like you would at home. It was supposed to take 8 weeks but it took closer to 3 months. We loved it and decided it needed a second ottoman. I figured just 1 ottoman ordered online should come faster. Nope, still took about 3 months. Then I notice when I rearranged the seat cushions in the sectional that there were Pottery Barn labels under the seat cushions of the sectional. It took forever and really didn't seem so custom since it had the wrong store's labels. The item is not inexpensive.

The absolute worst experience in customer service I ever had. Regret purchasing at West Elm. Should have ordered from Wayfair or even paid double elsewhere to have better service. 2 months later no table that I’ve paid for. Have wasted hours on phone, email to get updates. Every time it’s a different excuse (lie). It has to be illegal that we pay for items that are g delivered within 30 days.

I ordered two sofas from a West Elm store in the beginning of July. They were supposed to come in in the end of August but did not arrive till September. The clerk in the store ordered the wrong sofas and they were much too large. We were told the replacement sofas would be in by October. When I called in the end of October I was told the beginning of November. I have been calling for days and all of the sudden they transfer me to delivery which they say is where the sofas are. I was told by delivery after I was first hung up on she would need a second set of eyes but would get back to me.

Great looking stuff, terrible experience: We ordered an 87" dining table on October 7th. They said it would be delivered in between October 30th and November 6th. Today is November 7th and no one knows where the table is. They are saying it will take 8-12 weeks. I have 25 people coming for Thanksgiving and now it seems I will have no table - not from West Elm anyway. I have talked with four different customer service representatives and two different scheduling representatives. I have wasted more than 3 hours of my life listening to the terrible hold music as well. We are in the middle of furnishing an entire colonial home and we loved the stuff here. We will never buy again from West Elm or and try to avoid any of the companies owned by the parent William-Sonoma.

Merchandise not received. Amex dispute in process. - I paid for two end tables and a chest of drawers. The manager, John, promised me the items would be shipped together for half the usual shipping charge, despite the fact that only the chest of drawers was being sold with half price shipping. He was going to “handle” the consolidation. Instead, I was informed by the salesperson he turned me over to that the chest would instead be shipped to the store, and I would have to get it, and the end tables, delivered on my own. I think that’s called “bait and switch”. The sales lady said that if they didn’t hear from me, they would call to resolve the shipping. I never heard from them again. The two charges are being protested and WILL NOT BE PAID. Meanwhile, I will further publicize this abusive practice by West Elm.

Ordered 3 Smythe chairs via the "Furniture Specialist" named Sarah. Sarah assured me they have the chairs and I'll get them soon. Emailed a West Elm Associate later the same day: "My question about the Smythe Velvet Chair Item # **. I may have ordered the last 3 chairs this morning. I ordered them this morning with Sarah, the Furniture Specialist at West Elm. My confirmation number ends in **. Please let me know that I did get the last 3 chairs or will I get a call in 2 weeks saying "sorry, but we messed up..."?"

Ordered 2 chairs in August. Delivery was delayed 2 months. Called over and over again for updates. Finally receiver a delivery date this week, last Tuesday. They delivered 1 of 2 chairs and are unable to locate the second chair. They cannot reorder a chair as it is no longer available. Their solution was to refund me for 1 chair. I ordered 2 for a reason. I didn't want one. When I asked for a full refund for both they have since ignored me and avoided contact to offer a solution. This is fraudulent and the business practices of this company are appalling.

Ordered the West Elm Simple Bed Frame in July 2018. While putting it together, the thread on one of the screws became damaged, so I contacted West Elm support to receive a new set of screws. It took over a week to respond to my initial email request, which was the first red flag. They asked for my order details, which I provided.

Ordered 3 custom headboards, choosing those that were available when I needed them even though I liked others better. Ordered Sep 5 and received confirmation that these headboards would be available for delivery Oct. 8-15. Had an assistant call daily to check status... Got very many different answers! I finally got so frustrated I called and spoke to a customer service agent that told me "who told you it would be Oct 5-18..." etc. I then insisted to speak to supervisor.

We recently lost our dog of 15 years to Cancer and I had told my husband that I wanted to buy a console table so that we could place her urn, photo frames and a vase for flowers to honor her. I had suggested West Elm since I had seen a table online that would fit our space. We thought we would visit the actual store (Pasadena, CA) and see it in person, buy some frames and anything else that would be worthy of honoring our beloved pet. Being that we were super vulnerable at the time, money was no object. We went on Monday before lunch, we figured it would not busy. It took a while for an associate to come up to us, the only one walking the floor was handling a personal call.

Over a month ago I ordered online and paid in full for a bookshelf - the website clearly stated that the item was "in stock" and would be delivered "with 5 Business Days". Over a month later, still no bookshelf and I have been made to wait at home all day (on a Business Day) for a delivery that during their actual nominated delivery window (yes a delivery date and time which is over 3 weeks later than promised and contracted on their website at the time of purchase), a third party delivery "Scheduler" calls and leaves a message that the item will not be delivered as it is not at the delivery depot. What is worse, is after checking online I find that literally hundreds of other customers are having the exact same experience. Clearly all West Elm is actually selling is Fraud and customer grief. Do yourself a favour and DO NOT SHOP WITH WEST ELM (OR ANY OF THEIR RELATED BUSINESSES).

I purchased a dining table on West Elm to discover that order deliveries are a scam. My order was placed 10/14 and expected delivery was 10/26. On 10/26, I stayed home and never received a delivery. I go to the website to figure out what happened and it’s on backorder until 11/22!!! On the website, if you try to repurchase the table, first shipment is available 10/26.

I honestly cannot believe how bad my experience has been with them over the past few months (yes, I said months). We had a gift registry with them for our wedding. No complaints with the products for a year until two dishes broke in the microwave (advertised as microwave safe). I wrote to them about it on July 31. Someone got back to me and let me know they'd send me a new one, but since they couldn't break up the set, I would need to be sent an entire set and send the rest back myself. Thought that was pretty odd, but whatever.

Placed an order for a loveseat, and 36 hours later called to see if I could order an alternate loveseat. Same price and fabric. Was told that this was a custom order and already in production. Interesting, because delivery date is December 18-24th. Spoke to 2 very unhelpful people at customer service, emailed customer service and received canned reply. I then posted my concerns on Facebook.

I purchased an upholstered bench at West Elm feeling that the salesman was experienced and gave good advice. Upon delivery the bench arrived with the feet needing to be installed but the screws were not included. After a lengthy wait I was told the screws would be sent in a week. After not receiving an update by email I called a week later. Again I had a very lengthy wait with 2 transfers. Upon reaching someone who was helpful she informed me that the screws were unavailable. There was no indication that I would have been informed of this status. She would then talk with her supervisor and I would hear back in about 3 days to return the bench since they would be unable to make the bench functional. I would not recommend this store due to poor quality control and extreme difficulty in resolving my problem.

My husband and I ordered a couch online. Then it finally came, it was the wrong dimensions; 10 inches too big and did not fit in the room. We called about it, and it turns out they don’t have a separate SKU or item number that really differentiates between the two sizes. I talked to a real person, and another couch of the correct size was supposed to be on its way. It was several weeks late, and when it arrive, was the exact same couch, which was too big. We sent it back, and I called again, spoke to another person and ordered another couch. Now we’re told that the cushions on our original order are no longer available, but they can order them from the manufacturer and get the ones we wanted, they’ll just ship separately. Fine.

Speechless! I called to check a status of my order. I was put on hold for more than 40 min first time. I hung up and called again. The representative hung up on me this time. I was able to connect to a representative the third time. I was told my order is canceled and it seemed like there was an issue with my West Elm credit card. I was not notified by email or a call regarding the credit card issue. I used my Reward Dollars for the purchase and the Reward Dollars was expired a couple day later after I placed the order. I was told a supervisor will contact me 1-2 business day regarding the Reward Dollars. I'LL SEE IF SOMEONE WILL CONTACT ME. West Elm product is well-design and good quality. I'm appalled that a good company like West Elm did not provide a reliable customer service to assist their customers. I will think twice to buy from West Elm in the future.

Appalling customer service. Defective products poorly adapted to the UK which cause the products to fail or in my case, for a pendant light to fall... Communication to resolve the issue is just impossible. They just don't care! AWFUL SERVICE AND PRODUCTS. I would strongly insist my customers to not buy anything and will certainly not be specifying anything from them in our projects!

Had the Emmerson table delivered on 9/12. Opted to return it (too small). Called WE and was told I'd hear from the moving company within 48 hrs to pick-up the table and I’ll be refunded once the table is back in their inventory. Did not hear from moving company, called West Elm twice on Sept 25 and 26. Placed on hold for 55 minutes the first time (I finally just hung up); 35 minutes the second time. Was then told that the 48 hr delivery information I was given was incorrect; the moving company will arrange the pick-up “whenever they have another one in your area, it could be in a month.”

I ordered the Emerson dining table on 8/25/18. Was supposed to be delivered on 9/8. The delivery was canceled without my knowledge and rescheduled for 9/11. The table was delivered damaged. When I called back I was told that I would have a replacement table delivered on 9/25. Never happened, instead they sent someone to repair the table, I told them I wanted a new table. I was told that I would have a replacement by 10/2. I have been calling customer service since and all they can tell me is the order is in process. Customer service is terrible, no one seems to know anything, keep getting transferred or hung up on. It is 10/16 and I still have no idea when I will get my replacement. My card was already charge the $850.

West Elm's customer service and reliability just keeps getting worse and worse. I purchased almost $5,000 worth of furniture and decor via Havenly's design services from West Elm. It is way past the quoted arrival date and I cannot get anyone to respond to either me, or the Havenly rep. Apparently it can take up to 5 business days to get a response? This is unacceptable. I purchased and paid for these items in early August and I have no idea if/when I will receive them at all. One person has apparently stated my items are on backorder, and "they don't know" when it will be available. How is that an acceptable response?

My husband and I went to West Elm to purchase a mattress, bed and bench for our bedroom during their Labor Day sale. The in store shopping experience was sub-par due to lack available associates to help with our purchase. The customer service experience following that was horrible and resulted in us canceling the majority of our order after countless hours on the phone, email and over a month of waiting. We were originally told our mattress would arrive in 8 to 12 days. After 8 days and no tracking information, I began calling customer service to which I was mostly told that there was no way someone could find out an ETA on delivery, they could not contact the vendor (Leesa), and that someone from West Elm would look into this and get back to me.

I have gone through every avenue possible to get help with my order. It was placed 16 weeks ago and not a single persons can tell me where it is or when it will arrive. I have been promised by 5 different people that they'll get to the bottom of the situation and unsurprisingly, I haven't heard back from a single one. I will never deal with this company again.

I ordered a coffee and end table from West Elm (both of which were faulty) and the service I have received has been absolutely horrible. The base of the coffee table is installed upside down, whereas the screws and assembly stickers are facing upwards. Neither the pictures or the display model in their store is like this. Upon delivery, I was told by the delivery team that "this is how it's supposed to be." In addition, the marble on the end table does not sit flush with the stand, so it wobbles whenever you place something on it.

I ordered a sofa from West Elm July 14th. Due to the nightmare of their delivery logistics, I canceled the order in late July & was promised a full refund. I have yet to get my $2,640. Shocking cust serv.

I had been searching for a stylish, comfortable couch for months and months. The second I tested out the West Elm Drake couch in one of their stores, I fell in love. It looked great. It was SUPER comfortable. PRICE: The price wasn't bad (not insanely expensive, but not super cheap that I felt like it wasn't good quality). I waited until they had a good sale online to buy the couch, so I got it at an even better price. DELIVERY: I had zero issues with the delivery. The couch was supposed to take 6-8 weeks to create and delivery, and the estimate for me was spot on.

Absolutely terrible experience. West Elm shipped a coffee table with powerdust beetle larvae infestation to my home. The infestation became apparent after larvae chewed through to the surface - visible tiny holes I dozens and sawdust droppings on the carpet. West Elm came and picked up the table and I expected a refund. 10 weeks passed and no refund issued. Every time I call West Elm, they say a check has been sent out. At this point, I think I probably will not get refund of $550 back. I absolutely recommend NOT to shop with West Elm - as the company will not refund your money back for their defective product. I just called West Elm again and was transferred to UPS which has nothing to do with the refund.

I ordered a full bed set a month ago costing almost $3,000. The items were on back order. The bed and dresser should have been delivered no later than today. I called customer service delivery helpline last week and they said the item was in stock and I would get a call from them regarding delivery time either Friday Sep 28th or today Oct 1st being the latest. Today I called the delivery helpline and was told that my order was “in process” and instructed to call the general customer service line. I then proceeded to wait on hold for over 20 minutes. I then call the manager at the store location I bought the furniture for help because I obviously wasn’t getting anywhere.

We ordered a sofa and chair two months ago. Our delivery date came and went with no delivery and no communication. When we called, we were told that an error had occurred in their paperwork and that we needed to call the delivery company to reschedule our delivery. We would've never known this or had anything communicated to us had we not called. We were told by delivery company that next available delivery would be in one month. We were naturally pretty put off by this so we called West Elm customer service and is always the case with them, we waited on hold for at least 15-20 minutes per call and then were transferred back and forth to different representatives.

I have always been a loyal West Elm customer, but after my recent experience I don't think I have the confidence to walk into another West Elm store ever again. Background: On August 2018, I placed a $2,000 order for a sofa to be delivered no later than October 2018. I was told by the representative on the phone that the couch should arrive late September or early October. Realizing that the delivery date was approaching, my fiancé and I sold our old Pottery Barn couch to make room for the new couch. Today (almost 2 months later) I decided to give customer service a call. After waiting for over 45 minutes, I got a hold of a supervisor who informed that the couch was backlogged until February 2018!!!

I ordered a bed and a couch a month ago. Now, I thought I was ordering from a reputable business. The bed and couch were not custom fabric so was told it would be delivered in two weeks. Was told initially that West Elm would contact me when the items were ready for delivery - which means being received in the warehouse and then being scanned. OK so couch took three weeks - and no one contact me- I just kept following up until I got an answer. The couch came in - scheduled delivery - asked for a COI for by building (I cannot receive deliveries without it)- was assured by three different customer service agents that the request had to sent (to who??? no one will tell me).

I purchased a floor mirror and was told it would be available in 5 days. After 5 days I contacted customer service and was on hold for 48 minutes. I was told that it would be an additional 5 days before it was available. After 6 days I again contacted customer service, on hold for 36 minutes, and was told that the mirror would not be available until February.

I purchased a build your own Harmony sectional in early November 2017. After months of delays and no communication from the company, the sofa was finally delivered in March of 2018. After many calls, they had offered me a discount due to the nearly 3 month delay in delivery, and I had to call 2 more times in order to get the refund applied to my credit card. Almost immediately, we noticed that in two places, the base of the couch was broken. We went to our store with pictures and they tried to help us connect with someone who could help - we were supposed to hear from an inspector within 5 days who would schedule time to come see the couch and approve the replacement. No one ever called or has come to our house, still.

On 12/11/15, I purchased two "Reclaimed Wood + Lacquer Storage Dressers, Reclaimed Pine, Gray Wash" from the West Elm store in Burlington, MA. Then on 1/31/16, I purchased a third dresser. All are the same style and brand, but have different numbers of drawers. In early August of this year, I noticed that all three dressers are experiencing significant warping, to the point that the drawers are now difficult to close. I called West Elm's customer service line on 8/6, and spoke with Shante. She asked me to provide photos via email. I did so and never heard from her again, despite also sending follow-up emails on 8/18 and 8/22.

I ordered an 86 inch Henry sofa on Aug 16 - delivery scheduled for September 21-28. New delivery email says October 7 or later. I called, and a customer service representative told me that the manufacturer is not making sofas, there are no sofas, and there is nothing they can do. I asked to speak with their supervisor, sat on hold for a very long time, and they never picked up. This sounds a lot like theft?

I placed an order for 2 counter stools on 1st Sept and the delivery date showed 6th Sept, so we happily placed the order. On 5th Sept, it showed the delivery status as shipped and on 6th it changed to in process. I went to the store (it's right across the street) and I was told I would get a call when the products are delivered and that they were unsure on the date. I called the customer service after few days and was told it would be delivered on 17th Sept. Again in track your order it says shipped on 16th Sept, so relieved I went to the store to and was again told I would be called.

Updated on 12/27/2018: I brought a sectional in April 2018 and it was already wearing out by Aug 2018. No kids or dogs in the house and the only person who sits on it mostly is An old lady just weighing 100 lbs. I reported customer service and by the time I got a response back it was end of September. They agreed in an email to take my sectional back and refund my money to my credit card that I used to pay for it. They took the sectional as promised but now saying they will give me a store card. I already placed an order for a sofa as I was promised money back. I have proof of all their mails saying they would refund me money. Just useless company and worst customer service. This is the second time this has happened to me with this group. Their quality sucks and they have customer service are just liars.

The review is for the online Westelm.com. The MOST incompetent and RIDICULOUS customer service. Original order in July. Furniture had scratches, not OK if you are spending this amount of money. Did not accept delivery and requested a replacement of the furniture. After 3 weeks and multiple calls, I was informed that they made a mistake and they had issued 2 gift cards instead. I only received 1 gift card. I made at least 10 calls explaining that they have issued a $2000 gift card with my money, without my knowledge and that I NEVER received it.

The worst customer service I have ever had it. At the time of purchase, a cashier told me that I will get my furniture (Sofa + love seat) within 2 weeks as it’s ready to ship it from the warehouse. I got the email confirmation and delivery date was Sep 6th and Sep 11th. I totally relied on the dates from West Elm and sold out my all furniture on Sep 5th. When I did not hear back anything from anyone, I called customer service. They were being so rude and asked, why did I rely on the delivery dates as mentioned on the email. Seriously? This is the 21st Century. Of course, I will rely on the email communication.

I have tried repeatedly to secure the promised designed dollars from a large purchase I made in June, and West Elm has lied to me repeatedly: (1) I have a statement dated June that stated that my rewards would come by the end of the month. It is now September. (2) I called customer service in July and a supervisor gave me award numbers. They were not valid. They lied to me about the numbers. (3) I called customer service yet again at the beginning of September. I was told that the award certificates would be available through the secure message center at Comenity (the bank that services credit card). That too was a lie.

Purchased the Henry Chaise and Loveseat in Fall 2016, immediately called Customer Service to complain where the Chaise and Loveseat attach is a HUGE gap and they did not align. The back cushions were sagging in only days of receiving the couch, constantly fluffing them. In short, West Elm did try to make good and fix the couch, but could not align the 2 pieces. Therefore I was issued a replacement couch. After several months of constant phone calls to Customer Service and being placed on hold upwards to 15 minutes or more and being transferred to one department to another and disconnected, the replacement couch arrived. Within days the back cushions began to sag and flatten, the seat cushions began to flatten. This couch is only being used by 1 person and not on a daily basis. The seats began to squeak within a few months. For $2000+ the quality of the Henry is horrible. BUYERS BEWARE!

I was charged for a dining room table 4XS and for a 2nd I never purchased. Delivery date was 9/10. Never arrived. They cannot find me on the system despite billing me. 20hrs+ on the phone still no resolution.

I ordered a sectional furniture set in May. The advertisement indicated that it would take 4-6 weeks. I had to call multiple times through August and no one could give me an answer as to where it was. I was put on hold for extraordinary amounts of time and I was told that if transferred to a supervisor, she wouldn't pick up. On the day of delivery, 3 and 1/2 months later, I received a call that a piece was missing and couldn't be found. Every time I called, I was told someone will call me back within 24 hours and no one ever did. I then had to call multiple times for another two weeks to finally speak to someone who confirmed that she will place a reorder for me on the spot as no one ever did, despite telling me that was the case. The last piece will not be delivered until the end of October! If I am lucky. This has been, by far, the absolute worst customer experience I have ever encountered and would recommend to never, ever order from this company.

Bought Urban 12 Sofa set from West Elm Dallas store in March 2018, within 3 months I realized the quality was bad. All the seats are sagging then the feathers started coming out from the seats. Contacted the 1.888.922.4119, customer service number given on the email that had the order number, was told to talk to the store. Called the store and was asked to call back the same number again. Someone from the service department then called me, an email was sent asking for details and pictures and after that silence. Have followed up several times now. Order # **.

After Hurricane Harvey I purchased 2 carpets. They immediately started to unravel. I did initially get a response but it all stopped short of a resolution. What happened to the quality they used to have? After reading all these negative reviews I have little hope of a favorable resolution but I’m holding out hope. I don’t see where any customers took legal action but if so, please share.

I ordered two couches a rug and a table from West Elm in May. I called the end of July to ask when it would be delivered. No answers. September 1st (4 months later) I call and they said it's ready. It arrives and they are missing a couch. I call they have no clue where it is. I call back and get hung up on, transferred, put on hold. 2 days later I am still calling with zero response. They have my money and have not yet to give my the product. Do not order from this terrible company.

I got this couch (Enzo reclining sofa) and returned it. I found it wasn't very comfortable and quickly showed signs of wear, even after only a few weeks of use, that were unacceptable for the price point. The fabric on the back panel got all wrinkly and the filling got misshapen. The foot rest is pretty short, and I say that as someone who's 5'4". For nearly $3,000, I was irate at the quality, so I returned it.

I ordered the Logan Industrial dining Table & 2 matching benches on July 4, 2018. Delivery time states 4-6 weeks. It has now been 9 weeks, and all I've seen in their tracking data is 'Available for delivery In Process'. I sent an email inquiry about the status of my order, but received NO RESPONSE. Not surprised after seeing all the other negative reviews. Decided to call Customer Service, waited 20 minutes on hold, got a rep who said delivery is tentatively set for Sept. 24, 2018 which is a full 11 weeks from the time I placed my order, and 5 weeks later than West Elm's outside delivery time frame stated on their site.

I recently bought a lamp from West Elm. The lamp came with half the pieces needed for a functioning lamp. For example, there was no harp in the box, which means I could not attach the shade to the base. So great - I paid over $100 for a lamp and received half the pieces. I promptly contacted customer service, and it took more than 4 weeks to get this return issue settled with multiple different people telling me different things. Their customer service is some of the worst I've ever experienced. So I go try to leave a review of my experience and this product on West Elm. Surprisingly, they don't allow reviews. So I start digging. Once you start digging, you realize that West Elm has terrible, overpriced products and extremely lacking customer service. No wonder they don't want reviews on their website.

Ordered a platform bed and picked it up in the store. Drove it home; bed size was wrong. Wanted a full, not queen. 7/22 asked them to exchange. They said they'd pick up at my home and bring the replacement at the same time Monday 7/20/18. Called again Monday as no message from West Elm. They then told me they received the new bed, but it had to be inspected and. New delivery/pick up old bed was Saturday 8/4. Called again during the week. Now being told bed would be picked up, but no replacement ready. Replacement would take 3 weeks. No bed for three weeks?

I ordered a bed on 6/29. Original date for delivery was 8/10-8/14. When 8/17 arrived and no one had contacted me, I called. They said "Oh, your pieces arrived 3 days ago. They were going to call you in about an hour to schedule delivery." The guy then set up a delivery time for the following Monday. I arranged to be at home for my 7-11am window. No one came. I called again. The delivery subcontractor said, "We don't even have the pieces yet." I said, "Well you better transfer me back to West Elm then so I can find out what is going on." They instead transferred me to Pottery Barn.

I bought the Vintage Vogue Linea Coasters from West Elm for $30. They are handmade and crafted locally, but I am SO disappointed. I paid $30 for something I could've made myself for $10 or gotten from Amazon for $15! I was expecting a higher quality product. Since they are custom made, I can't return them. What a waste. Also, I got them almost TWO MONTHS after I ordered them. It does not take 2 months to make a simple 4 set of coasters and ship them to the next state.

Ordered 4 dining chairs in June. Originally told July delivery, now after two delays expected delivery is October. No explanation, no solutions and customer service doesn't seem to care about the inconvenience or fact my family will be without the ability to eat at a table for 5 months (hopefully). Further, the chairs are now heavily discounted from what we paid and they will not offer a price adjustment of any kind. We have had similar issues with two other order (couch and media console), it's actually astonishingly bad product / fulfillment as well as customer service.

Disappointing and frustrating. Just bought a chair and then another sales offer came online. West Elm doesn’t do sales adjustments, I’m an told. As this is a custom order, West Elm said they can't cancel the order if “processing” has started. Spoke to three people and guess what. The item I bought on Sunday and tried to cancel Tuesday was already “in process,” even through delivery won’t be for 8 to 12 weeks.

After returning a bed we purchased online months ago, and receiving our full refund, my parents received a large box from that original purchase that was delivered to their home. Sure enough, it was the wood slats for the bed we returned that was accidentally shipped to the billing address on our original purchase. Two hours on the phone later, customer care booked a pickup for the accidental shipment to my parent's place. That person never showed to pick up the wood slats. Following an email chain that spans two weeks, ANOTHER pickup was scheduled that was not honoured. It is shocking how absolutely atrocious their customer care is, especially in considering their furniture prices. I have had better customer service at IKEA and Structube. It is safe to say I will never be shopping at West Elm again. I like companies that actually care and value their customers. This is not one of them.

Purchased a dining table ($799.20) and bench ($319.20). Hadn't even shipped yet, and noticed a new promotional price, $600 for table and $240 for bench. After about 55 minutes on hold and 3 separate contacts, I finally spoke to someone and they said they couldn't do a price adjustment. I told them, I will literally return this if they don't honor the price adjustment. They didn't care to honor the $280 or so in price difference, so I just said "cancel the order", which they did. So, they lost a $1,118.40 sale over a $280 price adjustment, makes no sense! Oh well, we'll be looking elsewhere for a new table and bench! Come on West Elm, I thought you were better than that!

I love West Elm style, and I have so many of West Elm furniture throughout my house. Recently I am having a horrible experience with West Elm, so disappointing. I ordered four custom-made dining chairs in early June. In early August, they said only one chair had been delivered to the warehouse so I had to wait for others to get to the warehouse in order for them to deliver to me. I understood, but 20 days passed, now they don't know what happened to the other chairs.

I bought the Henry Sleeper Sofa (2-Piece Pull-Down Full Sleeper Sectional W/ Storage) for $2696.93. From day one the lower cushions slide out every time you sit on them causing the upper cushions to slump down. The sections do not fit together evenly and one side is higher in the rear than the other. The couch creaks every time you sit on it and the fabric has fuzzy lint like is 10 years old. My previous couch I had it for over a decade and it looked great, expect the normal wear and tear that’s why I wanted to replace it for something fun and fresh. The Henry couch looks ragged. I am so disappointed and not surprised to see similar complaints about West Elm products. I contacted West Elm and I have not heard from them yet. I am still hopeful they do the right thing. Is impossible that other complaints are exactly the same. Admitted this piece is poorly made and no one should buy it.

I signed up for the West Elm credit card and received rewards dollars as a result of multiple purchase in my home- full bedroom sets, rugs, light fixtures, etc. One certificate ($200) I used to purchase curtains for $120. When they arrived they were not as depicted in the store so I sent them back. Little did I know that West Elm is running a sham business with their rewards program. Not only did I not get the rewards dollars back to purchase a different set of curtains but I lost the remaining approx. $75 in rewards. Read the fine print people. Even during the multiple times I was purchasing in the Huntington store not a single person told me about this. They rush you through the credit card process and expect you to go home and review the fine print after the fact. Total scam.

I ordered a sofa and Ottoman from West Elm May 28, 2018 and it has not been delivered as of August 14, 2018. Since July, they have repeatedly but authorization holds on my credit card, totaling to about $8,000. I have called at least a dozen times and they have been unable to update me on the delivery time. Today, August 14, I called and they informed me that they had canceled my order without my permission and without notifying me. I still have all of the authorization holds on my card. I have been without a place to sit for weeks now and am so disappointed in the service and delivery. Can't imagine their couches are worth the money paid for them!

I have emailed West Elm 5 times, called twice which I was transferred numerous times and was on hold for 20 minutes. When I finally got to talk to someone I was put on hold for another 10 minutes. I never got a straight answer as to when my order will be shipped. When I ordered it said items in stock then when checking status it said backordered. Will ship approx. Aug 2 2018. No items shipped. When I finally got to talk to someone they said possible ship date Aug 16. Now online status says Aug 10. I have requested tracking info so I can make arrangements to be home for delivery but can not get West Elm to reply to emails. I even tried contact through Twitter. I have ordered from them 3 times in the last year and will never order from them again. Customer is what makes a good company. West Elm is lacking in that department.

They have great looking product at a good price but if you have to order something from them you will be sadly disappointed. After multiple call - some of which I was on hold from 45 minutes, emails that were never answered, and customer service reps that couldn't help me or passed me around, I still don't have my furniture. Unfortunately, some of it was custom or I would cancel. I will never order from them again. Wish I have read all the previous comments here from people having the same problem!

I’ve never reviewed a furniture purchase before but my experience with West Elm was so bad, I feel I have to warn the others! Don’t risk the time-suck and aggravation I endured. Just shop elsewhere. Tl;dr: it took almost a month from my “quick-ship” sectional coming into stock to it finally arriving in my home—after a half-dozen delivery windows, two delivery attempts, and hours of phone calls. Still no compensation from West Elm for the hassle despite their assurances. Every misstep along the way was inexcusable and on West Elm. I know there are worse problems in life but my first and only West Elm experience was so bad that I’m not spending another penny at West Elm (or any of their related stores like Pottery Barn or Williams Sonoma).

We love the design of West Elm’s furniture and the experience in stores and purchasing items has always been great. When it comes to actually receiving furniture, that’s another story. In the last two years we’ve had 3 major purchase orders with West Elm (sofa, media center, chair, bed, dressers, ottoman). We ordered the couch in April and were told it would ship 2 months later in June, because of the custom fabric job. When we received the sofa in AUGUST, it was the wrong sofa (right fabric though). In order to not have to wait several months again, we decided to go with the stock fabric instead of the custom. We finally received our sofa in October. So, it took half a year to receive one very expensive sofa...

Order a West Elm dining table in store. It was scheduled to ship on July 12. On July 12th, they called very late in the date after the scheduled time frame claim truck broke down and can't deliver. Rescheduled with them to deliver on July 29th. Got a call on July 28th said my order is canceled! I called back, waited for half an hour to talk to the customer representative. Told her the order is not canceled. She said ok and she will call me back. NEVER called back. July 29th. I called, they said the order is canceled and they can't do anything about it but they will transfer me to order service. That's 1 hour in already because their line has SUPER LONG WAIT TIME. Finally they transfer the call to order service. And the representative on the line informed me that it is not the correct line, they only handle pottery barn and they have to TRANSFER me again.

The sofa delivered was broken and appeared to have been re-packaged. Was online for over 15 minutes and then, was transferred to "Furniture Dept" where nobody picked the transferred call for over 25 minutes, total time on phone: over 40 minutes. Still waiting for someone pick up the call. Very Very POOR.

I ordered the king Belgian linen bedding set less than a year ago and the elastic blew out already. I didnt overwash them and wasnt hard on them. Paying $500 for the whole set for them to say they can't exchange just the fitted sheet not even a year later is absolutely ridiculous. Needless to say that will be my last west elm purchase.

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At the end of the day on July 4, 2018, I purchased both a Leon sofa and a Rhyan bed. The store manager in Providence told me that I could receive an online receipt. Almost a month later, I am still waiting. After reading the terrible reviews for West Elm (both for its customer service and the quality of its furniture), I called about 18 hours later to cancel the order. I was told that was impossible, that the Leon sofa I had ordered was a custom order. However, they could refund the bed. Almost a month has gone by. I have spoken multiple times to the Providence store and to customer service (which takes forever to contact).

I placed an order for a duvet cover & two shams on July 14th online. When I placed the order, it said available for immediate delivery. It said the items would arrive by July 20th. Then I received the confirmation email stating the items are on backorder and the estimated ship date wouldn’t be until July 25th. They charged my card for the $177. It is July 23rd and the items have not yet shipped. I called customer service and was told (with a dog barking in the background) that they should get more of these items in stock on July 25th and that I should have it on the 27th or maybe the 28th or maybe the 29th or 30th. She really went through each date. It was clear she did not know. Had I known these items were on backorder and wouldn’t ship on time, I 100% would not have ordered from here. I am moving on July 31st so it better be here by then. I am livid.

I have had one of the worst experiences with West Elm, and I am extremely disappointed. I bought two items from WEST ELM 22 days ago and received only one of them. In the receipt number they said that I would receive on July 12, then they changed to July 20 (TODAY) and today I received nothing. I called them and they said that I will receive on July 24. I asked the reason, they said it was the mail's fault??? Do not waste your time with this store.

I did not choose to deal with West Elm - it was a wedding gift registry. BUT I will tell you - I will warn any other potential couples to STAY AWAY FROM WEST ELM. I ordered four gifts and paid for gift wrapping. The gifts arrived unwrapped. I called to get a credit. They credited one (1) and not the other three. I have called twice and emailed once, it has been seven days and NOTHING. BEWARE - do not pay for gift wrapping with WEST ELM!!!

I have never had an experience with a store in my 80 years as poor as this one. I attempted to order a gift for a shower from a registry and was met with problems online. I then called West Elm to place my order. I received 2 platters, not one and was charged for 2. I called for return s/H label and took it to UPS. The second one was not wrapped so again I got a shipping label and went to UPS. I spoke to some wonderful customer agents who could not have been nicer. Jennifer ** in Las Vegas was exceptional as was Kristina in Georgia. Supervisor rude but was promised another platter, gift wrapped to arrive today. It did but was not wrapped but in a big brown carton. I spent a minimum of 7 hours on the phone over this problem and would never do business again with West Elm. Now I am waiting for the credit to my credit card for the unasked for platter and am looking forward to getting a call from a supervisor today. Gift still unwrapped!!!

Also usually won't bothers but since I'm an infuriating hold (AGAIN AND AGAIN) I may as well. The service is beyond terrible. The Rewards Program should be illegal. Cards expire; led to believe they can be used at Williams Sonoma, they can't. If furniture is in stock, maybe. Only if you are not paying exorbitant credit, or plan to use rewards dollars, which are slow to come and quick to expire. I believe the whole thing is fraudulent and should be investigated. Do not put yourself in any position where you might need customer service for anything.

I am not one to waste my time writing reviews, but I have had one of the worst experiences with West Elm, and I am extremely disappointed. Ordered a couch more than 2 months ago now. I called at least 6-7 times to follow up, and every time someone would give me a different answer or tell me they would call back to confirm the delivery date and NOTHING. Online it says the couch was DELIVERED 3 weeks ago. I paid $1500 for this stupid couch and $300 for delivery. Wow! Please spend your money somewhere else. These people should not be in the customer service business. Absolutely horrible!

Where do I begin with how angry and utterly dissatisfied (or rather PISSED OFF) I am at West Elm? They "promised" the dresser and bed I ordered were in stock and would be delivered in one week. It is now 6 weeks later and finally was going to have the items delivered last Sat. We got a call on Sat after waiting that the delivery would not happen because they were missing items! Do not order furniture from this company! They seem to take your money for items they cannot deliver!! The customer service, no joke, will hang up on you, even if you ask them nicely when you can expect your delivery. TERRIBLE!!!

Not one to usually write reviews but here goes... I ordered a leather sectional from West Elm in February of 2018. As it was a custom made product, the delivery date for my sofa was scheduled at the beginning of June. My delivery date week came around and I waited for a call to schedule my shipping - as I was told would happen. No call arrived. I called customer service several times and submitted email requests but no one seemed to know exactly what was going on. After several failed attempts at locating my couch, I was able to get in contact with a very helpful woman out of the Memphis shipping and distribution center. She informed me that only 2 of the 3 pieces of my couch were ready for shipment. The delivery of those two pieces arrived June 21st. It is now July 12th and I still do not have my third piece.

On March 2nd of 2018, the bed that we bought from West Elm was delivered and the delivery guys, wearing Williams Sonoma shirts, set up the new bed frame in the bedroom. I was in the other room trying not to get in their way, but hadn't realized that I had left my wedding and engagement ring in my jewelry dish on the dresser. It's just not something I thought about because I trusted that West Elm was sending respectable people to come into my home. While they were setting it up, one of the men swiped my beautiful diamond wedding band from the dish. I had only been married for 8 months, and I learned the hard way that you cannot trust anyone and you must have everything insured because this sort of thing can happen to you.

I have been a very customer of West Elm and have purchased an entire set of patio furniture from them. The problem came when I ordered curtains. Some of the items I ordered were the wrong color or too small for my windows. I was unaware that you only had 30 days for a return. Since my mom had injured herself and had back surgery, I was unable to take them to my place up north to see it they worked till a few weeks after delivery.

I have to admit, I am still pretty shocked at the depth of how poorly West Elm customer support actually goes. I ordered an item, and it arrived badly damaged. I called customer support, a rep told me she would send me a replacement, issue a 20% discount and asked me to please return the damaged item to my closet West Elm store. I did return the item as requested. I then waited for three weeks and no replacement arrived. I again contacted customer support, they apologized and explained that the previous rep had “forgotten” to process the replacement order. I again understood, things happen and I accepted the apology for the inconvenience and off I went.

I greatly adore West Elm furniture but I am very disappointed in their customer service and internal billing policies. I recently purchased an entertainment console as part of their Fourth of July Sale. A sale which misrepresented the duration of the sale in hopes of incentivizing buying through deceitful advertising methods. The sale was said to end at midnight on July 4th and had a countdown clock to create a sense of urgency. However, what West Elm didn’t want consumers to know was that following the Fourth of July Sale at 20% there was another sale (Post Fourth of July Sale) that was 25% off. I purchased my entertainment stand on the last day of the Fourth Sale and called customer service the next day when I realized they had bumped the sale price. I asked for a price adjustment to which Customer Service told me West Elm does not issue under any circumstances as a corporate policy.

Don't buy from West Elm! My West Elm Belgian flax sheet set ($249 for king size), specifically the fitted sheet, started getting thin after 1.5 years and now less than 2 years after purchase has holes appearing and they are essentially rendered useless. I only ever washed in cool gentle cycle with natural detergent. West Elm only credited me a lousy $50 to compensate me for this quality issue. I am extremely disappointed to say the least. I will use my credit and then never shop there again. I have sheets from 20 years ago that look brand new next to these. Expensive sheets should several decades if not a lifetime. $200 down the drain.

I must start by saying all of the Customer Service people are extremely friendly and compassionate but this is all smoke and mirrors designed to give the customer a false sense of security. I purchased a sofa online on April 7th, 2018. I ordered knowing the sofa was a special order and would not be delivered until June 11th through June 13th. I called customer service on June 10th to see if they were still on target for delivery and they said I should receive an email when the sofa was ready for delivery with instructions on how to set up a time.

I ordered a piece of furniture (Industrial Storage Modular System) several weeks ago. I was supposed to receive it over 1.5 weeks ago, but who knows where it is. I've tried calling customer service several times but each time I've had to wait on hold for over 30 minutes; furthermore, when I finally get someone, they say that they can answer the question and need to transfer me. And then I waited for another 30 minutes. The one customer service rep I did get in touch with told me that my furniture is with the delivery company and that it takes them up to 3 days to process the furniture, and give me a call to set up delivery. I have heard nothing. I've also emailed West Elm but they don't respond. I will never shop at West Elm again.

Bought a TV cabinet online on May 27th, expecting delivery early June. July now - three phone calls (each of which required an hour of hold time after transfers) still no product, no refund, no resolution and no answers! Last call they couldn't find it and said I would hear back in three days; nothing. Emailed customer service; nothing. Currently on hold. Poor customer service; have effectively robbed me of $1.5k so far.

My wife and I had bought one bed, the Emmerson from West Elm, found it too small, and bought the mid century queen sized bed. We have been waiting for information on the refund of the first bed. No email, phone call or contact regarding this. When we finally reached customer service after three hours on the phone, the service rep told us they were switching from an old system and were unable to process refunds at this time. In 2018, I find this hard to believe! Still waiting for information, and I am going to contact the BBB to file a complaint!

Ordered a dining table on June 19 with estimated delivery between June 25-27. When it still hadn't arrived on June 27, I tracked on their website, and it said it was delivered on June 26. However, it wasn't. I called customer service on June 27. After speaking initially with someone after 20 minutes on hold, I was transferred and on hold another 40 minutes. I finally had to hang up because I have a life. I called again very early the morning of June 28. Waited nearly 30 minutes to be connected to someone who told me it had been delivered to Memphis but that someone was supposed to call me to schedule delivery. That person put me on hold to transfer me. Another 20 minutes and I hang up. I called back later. Waited on hold 53 minutes before anyone came on. Finally, got a person who tells me it shipped (from GA) on June 21, but hasn't arrived in Memphis yet. I could walk from GA to Memphis in a week. Never ordering from this company again.

My husband and I went to the West Elm store and ordered a Quick Ship Harmony sectional on May 11th. The estimated delivery time was May 30th so I was pleasantly surprised to hear a phone call on May 18th stating that we could schedule our delivery and that May 26th was open. We had planned a trip with my parents for that weekend (Memorial Day) but because we have limited flexibility during the week, decided to cancel the trip to get our couch. On May 26th, about 2 hours before our scheduled delivery time, we got a phone call saying that the legs were broken and they were not going to deliver the couch. Not only had we cancelled our trip, but we had sold our old couches that morning so we were stuck sitting on camping chairs.

Tried to purchase a Day Bed from West Elm. We saw the bed in a Marriott Hotel we stayed in. In fact there are brochures all over the hotel suite about how to buy the bed. Fell in love with the Day Bed and purchased it to supplement sleeping accommodations for a 50th anniversary party we were having. First the bed was delivered 2 1/2 weeks later than promised and 2 weeks after the event. When it was delivered it was delivered without ARMS and SLATS to support the cushions. Second delivery attempt they resent the trundle, no arms or slats. I've just spent two days trying to get hold of someone to resolve this issue. While I was typing this they finally called to tell me that they no longer stock that item and have no Arms or Slats to send me.

I have always loved West Elm's merchandise but I am cutting all ties with the store due to their poor customer service. I purchased a new bed, dresser, night table and headboard. The order for the headboard was placed separately due to availability. When I ordered the headboard, I placed the order online and there was no mention of the shipping being UPS. It arrived in a beat up box with no written instructions for assembly to a bed; only two pictures showing how to attach it to a metal frame, which were poorly drawn. I have spoken to five different representatives over two months to request an in-home assembly which I was told they would do. (I am paying for the assembly.) But no one ever follows through on scheduling the appointment. I finally just returned it and have decided go without a headboard.

There are multiple times in which customer service is poor but I never write bad reviews online because it is time consuming. But I think this is SOOO horrible in customer service that I felt compelled to write this! I had ordered two light fixtures from West Elm. One was sent fine. The other was missing some parts. We reported this and they said that they cannot send the parts only and will send us a new light fixture and we return the old one.

I bought thousands of dollar’s worth of furniture this year and my couch is pilling, the customer service told me this is normal for the fabric which is ridiculous. Couch looks terrible and I spent 3000$ just in the couch. They’re going to send me a device to remove the pilling but it will keep coming back. They should take couch back.

I have always loved West Elm for their product selection and branding. However, after making a FIRST furniture order through them...and about 2 months and over 10 customer service calls later... I am STILL upset. This company gets an "F" in customer service. I will never purchase online with them again. So the whole experience started when I purchased a coffee table online. I order online all the time so assumed I would get a delivery notice in about a week or two. I waited 6 weeks and still had not received ANY notice of where my table was and when it would ship or when I might receive it. So I called in to get some sort of tracking information.

I ordered a dining table for our new house... they sent ONE email saying that I was going to get it on a certain date... that date came and went and NOTHING, no emails or any updates. I called and they told me that it was at the delivery company location and they would be calling me in 30 minutes to set up delivery... NOTHING. 2 days later I called again - this time I was told that they were super sorry and that everything was ready for them to deliver and would get a call in 15 hours to schedule delivery. NOTHING.

Extremely disappointed. I purchased a leather chair that I really love, unfortunately leather has a several stains and I immediately requested to replace this item. After a month (several conversations with West Elm representatives) new chair have arrived, but new item had even worse damage than a first one. I kept my first chair, but not happy with quality of the item and very unhappy with company.

I purchased a beautiful round dining table and loved the way it looked. Within 6 months we noticed that the paint/top layer started chipping. Around the one year mark I contacted customer service to inform them of the issue and we corresponded for weeks (a lot of waiting in between emails). I also sent pictures of the table, as requested. The final outcome was that the table was within manufacturers specifications and nothing could be done about it. I was so disappointed in the response and poor quality of the product. I don't have money to buy a new table, which now looks shoddy in my new home.

I'm so disappointed. I found a tower shelf I really wanted and found only West Elm had anything similar to it. I proceeded to place my order and found that they would not ship to Hawaii due to the size of the tower shelf. Lucky for me, there is a service called Shiptohawaii that I was able to have West Elm deliver my shelf to for delivering to Hawaii. I went to West Elm's site and gave shiptohawaii the box dimensions and weight and agreed to their ocean freight. I ordered through WestElm.com and received an email to contact them to schedule my delivery. I explained to them several times, that this was a warehouse where they ship to me in Hawaii since they would not ship directly.

I purchased the mini pebble jute rug over black Friday of 2017. I received it and after a month had to call and tell them it was falling apart. The loops kept coming up and getting stuck on your feet, it was shedding terrible, and there were loose ends popping out everywhere so every time I vacuumed it I had to trim it. I called and they said it must be a defected rug and picked up the old one and sent me a new one. This happened around Christmas 2018. They said if there were any other problems to call and they will take it back at any time. So I called the beginning of May and told them it keeps getting worse every month and that I am returning it because my new rug is falling apart more than the first rug shipped. They said they would schedule a pick up to get it and that my credit card would be credited. No one called me to schedule a pick up for 2 weeks.

I have made several considerable purchases throughout the years from West Elm because I really like the products, but I recently placed an order in April of 2018 and it has been the worst experience with a company and their customer service. I have spoken to approximately 12 people in reference to my order and as of this date I have not received it because I was told by a representative that the company decided to make some changes and delay my delivery. I was even hung up on by a representative. This is outrageous and is the last time that I will be purchasing from this company. It is sad because there is no customer service culture. Really disappointed.

My wife purchased the West Elm Window Daybed a while ago and I just got around to putting it together. I was expecting very high quality given the price we paid for it. I was immediately struck by how easily the bolts stripped when installing with the included allen wrench. The bolts were not crossthreaded and the furniture was aligned as well as it could, since the parts were aligned with pseudo mortise and tenons; nevertheless, the second bolt I installed was completed stripped before I could finish installing it. I'd have to live with a slight gap between the end of the long metal front bar and one of the end pieces.

I ordered a number of items on May 1. I was moving and looking for a chair I could get quickly as well as a more comfortable chair that would take longer. Since I have no furniture for my new place this was important to have at least one chair to sit in. I also ordered a rug and a few other odds and ends. The rug, etc arrived within a few days and I received confirmation that my Luna chair was in the warehouse in Katy TX and would be delivered between June 1 and June 5. When I had not heard from anyone on June 5, I called and was on the phone for 45 minutes.

The reviews for this sofa, especially the ordering/delivery process overall, were so poor that we really hesitated to make this purchase. While I don't question the validity of the other reviews, I wanted to let everyone know that our experience to date has been excellent. I placed my order online two weeks ago (after first testing the sofa in the King of Prussia store - where service was also quite good and all my questions were answered), and our sofa was delivered today.

I love the idea that is West Elm. The coordination of the furniture with the accessories makes it easy to put together a room that reflects my personal style. West Elm is one of those stores you go in and you feel right at home with the great associates that really go out their way to help you achieve the look you sometimes can't describe in words. But West Elm needs to lower their shipping prices because the merchandise is really quality but when you add in the shipping it sometimes becomes cost prohibitive.

I purchased a set of their best highest count cotton sheets and received thin non cotton feeling sheets for a high price. I can get better quality and better feel at JCPenney for a cheaper price. I was sorely disappointed after all their hype to receive sheets that don’t feel like any cotton sheets I’ve ever felt. At the same time I purchased a faux fur throw for $80 + shipping (on sale) that is so thin and so badly made that it looks like a first timer sewed it together, and took 5 months to receive. I have seen much nicer faux throws that feel luxurious at other stores, but this one and the sheets went to the donation pile. The only thing I’m keeping is the overpriced European pillows that are for looks only and are covered by none West Elm pillow cases.

West Elm is a great store. The options are great choices and selections that are of need to me and my family. I love their store with everything. GOOD AND I LOVE THE BRAND. ALSO, VERY SAFE AND GREAT FEELING. It’s an experience I would do again without any problem. But they are not very efficient with not so good quality and not well put together or organized. Could have been way better.

Their pieces are modern but still feminine and cozy. I like the name and the simplicity of it as well. You won't find the same stuff anywhere else. Feel like it's what Pier One used to be. The price tag is expensive though and they're also far, seeing as the ones I go to are in malls nearly 45 minutes to an hour away. But their stores don't feel cluttered and there's a running theme with all of their merchandise as well. I also do enjoy shopping on their website and I feel like there's even more on there than in store.

Experience was positive. The colors and styles are neutral and simple. Feel the customer service is quality with respect to delivery and ordering. The clean style of furniture and displays in the store: gives the shopper several options as to where furniture can be used. The general feel of the store is warm and friendly. The customer service and attention to customer is very good. The store can feel a little crowded though. There can be a lot of items displayed in a very small area at times too. It can be a little difficult to see and get to all items. The pricing could be more competitive or offer more sales. Would also like to see the square footage of the stores a little larger.

West Elm is convenient and not really expensive. They have many types of furniture that is very nice and organized. It was easy to find the type of furniture and design I wanted. I like how everything is neat and is clean. I also like the amount of furniture the store has and different designs. It was a great experience.

My experience was wonderful. The store has a different name which strikes curiosity and the location is close to where I live and right off a freeway frontage road so easily visible with ample parking. The store is well laid out with different sections for the different rooms of a home. I like the different styles and colors of each room with added items for either function or complementary purposes. The store is easy to navigate and one room flows nicely to the next. I also liked how easily items could be changed from everyday things to holiday decor by adding a few different decor touches. A store that gives many ideas for your imagination!

West Elm believes in nothing but the best furniture for my home and my complete satisfaction. I always find the help and guidance I need to properly choose the furniture I need for my home. This brand offers only some of the highest quality furniture and accessories for the home and is very highly customer driven. But maybe they can make their products more affordable for the frugal decorator. However, my overall experience with this brand remains to be highly impressive, because of the great and friendly employee knowledge of the brand's products.

I like the unique furniture that West Elm carries. They have a wide selection of products at great prices to choose from and I like that you can purchase online very easy. I like the fast shipping that they offer and the costs of shipping too. I have ordered many pieces here to go with my decor and it has spiced up my house a lot and brought everything together in the house nicely. I have gotten great compliments for my decor of the items I have purchased here. My overall experience with this store has been excellent and I love shopping here.