West Elm Reviews

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.

I ordered a number of things: sofa, kitchen table, tv console, coffee table. The kitchen table was back ordered and the console was taking some time to prepare, but the sofa and other materials were ready to be delivered right away. The problem? None of the furniture items are still here, after 20 days of ordering furniture. So one week ago, I thought it was weird that West Elm wasn't contacting me about orders so I called them. They directed me to the furniture delivery department, which told me that they will put in a request to deliver the sofa and coffee table earlier. They said a furniture guy would contact me within 24-48 hours.

I purchased a Industrial Modular Bookcase to put next to my Industrial Storage Mini Desk. Both of these are in the same design line, and are supposed to be modular. The heights of both of these are advertised at 30". Unfortunately, this is all just false advertising. The height of the bookcase is at least 1" shorter, and looks horrible next to my desk. I know these things happen, and they have little control of manufacturing defects from outsourced places... but it's the way they handled this that really frustrated me. I contact their customer service with all the pictures and receipts. They basically told me to go to the hardware store and see if I can get the correct height legs for my bookcase. Completely crazy to think that hardware stores would have the legs of furniture West Elm designed and manufactured in India. I will be returning it. Never, ever again.

West Elm is a mid century furniture at affordable prices. Location close to my condominium. Store has nice decor and staff generally friendly. However, I've had difficulty with online orders being lost resulting in delay of delivery. I had to reorder an item and ultimately took almost 2 months to receive it. In person visits at furniture store have been fine. But they could use more staff for consultation which would decrease wait time.

The furniture item was well made & stylish but the options to review was too cluttered & not user friendly. I wasn't as happy as I thought I would be. They should offer more items at clearance, more sales, a loyalty program would be nice. But I liked the furniture item very much, service was good, exactly what I expected but I think the prices they charge is too much. I could probably get something comparable elsewhere. I probably wouldn't waste my money there in the future.

I ordered a dresser from West Elm. It came on May 02, 2017. And it was defective the day it arrived. The company's customer service cannot call to schedule a repair in 10 days. Just scheduling, not actually coming into your home to fix it. And they said appointments are at least 2 weeks out. Which means that you will pay money up front, wait for 2 weeks for it to be delivered. And then wait for another 24 days for someone to come into your home to fix it. In order to return it, I was transferred back and forth between the Service Delivery Team and the Furniture department. And each transfer, you need to repeat "why you are calling." My first call was at 11:09 am. Now... more than 1 hour and 20 minutes later, I was able to schedule a return.

First of all, I do NOT recommend anyone try to order anything online from them, or even buying any furniture from them, if you have not seen it in your local store on display, or you don't have a cc that give you a price match guarantee, or both of the above. I was so excited to find the "Dorian" sofa when I was browsing through the internet, went to the store, didn't find it there. The sales person informed me that if I would like to see it in person, they could have it shipped to the store for display, but the shipping is on me. Yup, you heard it. And their shipping for furniture? Starts at $199 and for items over $199 is $299 (tax counts too! you're looking at a piece of furniture that's $999? Sorry, tax will make you pay $299 shipping instead). That's INSANE compared to other furniture companies.

I ordered several things. They hold up nicely and were customized with monograms. The furniture is easy to assemble, lightweight without being cheaply made. They work well for what they were made for. It was good and I love the quality and design of the furniture. I ordered online and the shipping was fast and packaged well. Love the catalog has new things in it each time. It’s young and fresh and trendy for young people. Unique furniture I can’t find in other stores. I like styles are modern and useful ideas for functionality and organization. Looked other places for similar stuff but couldn’t find. Would recommend West Elm to a friend or family member. I especially like the organizational functional things and would love to see more of that. The color selection and patterns available in each product. Also, the prices are a bit higher than I’d like to pay for certain things.

I liked that there were different styles and colors available in the different pieces of furniture. I like to mix and match and shopping here made it very easy to do so. But I would prefer to be able to have more helpful and knowledgeable store workers. I like to find what I am looking for without hassle or attitudes from store workers. And I don’t like to deal with peoples attitudes, it changes my shopping experience and most like will not continue to patronize them if I run into those kinds of issues. But my overall experience was okay.

Love how authentic the store feels. It felt much more like a smaller mom and pop store that you felt good about purchasing items from more so than a typical mainstream store that more people shop at. Also, quality merchandise that is much more handcrafted than what you would see at a more mainstream furniture store. It was a fun experience. But I wish there was a larger inventory. Have had instances where I was looking for something in particular and it was out of stock at the moment.

We’ve been waiting for bedding since March. It’s been on backorder for the 4th time since purchasing online (even though it said available). I’m a designer shopping for a client on a design deadline & I will NEVER purchase anything again online. When contacting customer service, on the phone she could care less & basically blamed it on the warehouse.

My overall experience was great. The store suits personal style as well as style of home. Sales associates are very attentive, helpful and knowledgeable. On the occasion I was there to make a large purchase of several statement pieces for my home, it helped me to feel less overwhelmed. But they can be a bit imposing. Depending on the mood you're in or the occasion you're shopping for, that can be a negative or a positive thing!

West Elm has a variety of items for lots of rooms to look at, they also have addition items such as lamps, fun to shop, can stay there for a long time just browsing lots of knick knacks etc to give you an idea of the what the full room can look like. I liked the options and all the items in the store, it had a new smell and keep me interested. Have a fun time browsing and looking at room ideas, there is a lot to look at, can spend a long time dreaming about new decorations and new room ideas. It was a great experience and one I'd do again when I needed to purchase more things.

West Elm is one of the prestigious furniture stores and they provide a wide selection and quality of materials from bedroom, to your kitchen, to your bathroom and living room. West Elm offers modern furniture and home decor that features inspiring designs, styles and colors. I liked their designs, their shipping method and they have a good customer service. However, one of the things that saddens me is the fact that sometimes their products are out of stock and it takes time for them to have the product again on their site. West Elm gives sales and discounts but the discount is not that much. They can improve their percentage of deals.

We have had our sofa for less than 6 months and the fabric is already pilling all over and the cushions are deteriorating and losing their shape. They're not reversible or able to be rotated. I've reached out to West Elm's customer service with details and photos and their only response was that this is "standard wear" and that I should go buy a pill shaver if I have an issue with it. A. Why should I have to go spend more money on products to fix their terrible quality furniture? B. Not sure how a pill shaver will bring back the shape of the cushions??? They completely ignored my issue with the cushions.

The store is well designed for an easy shopping experience, with many choices and options. Great variety of styles and degrees of luxury, good variety of price ranges to fit the needs of all different types of people. The options are great and it has all the things you need for your home and office. It was an enjoyable shopping experience, easy to navigate the store and their website, great products, easy checkout experience and very knowledgeable staff personnel.

I was turned onto West Elm by a friend of mine and was so glad I was. It is modern and has new and up to date furniture, and great sales and excellent financing. Awesome and convenient. I will look forward to them in the future.

Our store experience was absolutely amazing. We were full of questions and the sales associate was absolutely amazingly informative and very courteous. They definitely deliver on all aspects of true customer service. We love the beautiful accents of West Elm. It is absolutely the best and stands up for years and years of wear and the beauty of this furniture will keep you returning again and again. It is truly worth every dime you pay for it. In this day and time most places makes you choose between true quality and affordability, not West Elm. There you get both!

I ordered the Eddy Flip Sectional Sofa in 2017, and the item was delivered on 12/27 without any delays. However, the delivery folks noticed that the legs for the ottoman piece of the couch were missing.They said that they would get in touch with their warehouse to request shipment of the missing piece right away. I was told that someone would call me with an update. While someone may have called (I receive many calls from toll free numbers), nobody left a message. After a few days, I received a set of legs that did not fit. I called Customer Service, explained the situation, and I was told that they had no record of legs being shipped but that an order for the legs was being placed.

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 pills. In my other living room, I have a Crate and Barrel couch that is 14 years old that still looks exactly the same. 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 they offered me new inserts at a 15% discount. This will do me no good since the same thing will happen again. This piece is poorly made and I will never shop at West Elm again.

I bought a (Finn) sofa two years ago, right after 6 months the cushions were flattened and out of shape. Also the fabric would attract little piece of the throw and they are all stock to the couch making it look terrible. On top of that every few days I have to adjust the one leg that's loose. I have paid a lot for this and now, I am ready to throw it out. I can ask someone to come in and fix it or change the fabric and the foam itself, but isn't it throwing good money after bad?

This is only the second order I've placed with West Elm and, after the first, I vowed to never order from here again. I should've listened to myself. I placed an order only to be told after the order was placed that the item was back ordered. That was almost a MONTH ago. The estimated delivery date kept getting pushed back and now there's no estimated delivery at all on my order. Haha. I've talked to 4 or 5 different customer service reps (and they've all been friendly), however nobody is able to help with this issue. So, I have a $300 charge just hanging out on my bank account. How does this terrible company stay open?

On February 19. 2018 I placed an Order for the Valencia Set 4, Right Arm Sofa and Left Arm Chaise, worn velvet, in light taupe. Please see the following for a play by play of the proceedings and how West Elm failed: Initial delivery of item purchased and paid for was scheduled for Saturday, March 17, 2018 - nearly one month after I purchased the items. The delivery arrived and they delivered: 1 - Left Arm Sofa - light taupe. 1 - Right Arm Sofa - dark green.

Completely horrible experience with this company. While the people in the store nice, their delivery company is awful - they don't answer their phone, don’t communicate about your order, and I would particularly caution you about buying if you live in NYC - they seem to have no desire to comply with building hours and insurance requirements, which essentially means you won't get your furniture. On top of all of this, they charged me twice for shipping and now I’m waiting for that to be reimbursed.

I don’t have to words to express how frustrating shopping on West Elm's website is. Products without notice go on backorder and you may not receive it for months. Then certain products you may or may not ever receive. No you won’t be charged if this happens but you won’t be notified either. Christmas I made the grave mistake of ordering gifts from there and it was a total mess. Instead of fixing the problem and apologizing they defend their very off sales practices. I cannot stress enough how insanely frustrating this experience has been.

Sectional Sofa - So much for spending $2500 and expecting quality. Purchase December 2016; frame snapped after a year. I will NEVER purchase anything from West Elm ever again. And I will tell my friends to do the same. Rip off!

When you call West Elm 3 times and ask to speak to a manager and are told there are no managers available, it’s pretty frustrating. No managers in a huge call center? Really? When they tell you that a manager will call you back within 24-48 hours, it doesn’t relieve your frustration but at least there is hope. When no one ever calls you back, you lose total trust in the company. If West Elm cannot even have a conversation with you to hear you out about your concern, then obviously they couldn’t care one bit about their customers. Bye bye West Elm, fade slowly away.

The "salesperson, visual clerk" blonde hair with Tattoo on her neck demonstrated bias treatment to both me and my husband. Attending other while telling us she was busy. Spoke with manager, said he was going to contact regional Manager, have yet to hear back. Also, I constantly receive emails to order an item on my cart, with an attached promo code, but the promo code never applies to what they suggest I order on the body of the email. THERE ARE SO MANY EXCLUSIONS. We have purchased many items for our home from West Elm, and as much as I love the designs of their furniture, their Customer Service leaves much to be desired.

West Elm recently advertised 25% off of any one item purchased in the store. After going through a three-hour decision-making process to purchase, we were informed that the furniture was not on-site and we would have to pay to ship (costing more than the 25% savings). Most disturbing is that this is a pattern. We have been to West Elm three times and this scam has repeated itself three times. Three strikes, you're out.

I purchased the Andes sectional sofa in October 2017. When it arrived in December, I found it very uncomfortable and decided to replace it with the sectional Harmony. I placed the order for the Harmony in December 2017. I was told it will take 6-8 weeks of delivery. Of course that did not happen! It has been dragging for more than 3 months now without delivery. They once sent me an email that the delivery is ready and scheduled a time. On the delivery date, I got a call from the delivery company saying that the quality is not grade A and they can't deliver or provide any more information and I will be receiving a call from West Elm soon to explain.

Last spring, we needed curtain rods for our master bedroom and my wife's office upstate and for two large rooms in our New York flat. We found a brushed nickel rod at West Elm that seemed to suit our needs. We bought one for my wife's office upstate, which I installed myself. Then we bought a long rod for our bedroom, which features a deep staircase under the windows. It's a deep drop onto descending wooden steps, so I hired someone local to install the rod, rings, and curtains last summer. Pleased at first, we ordered the same curtain rods and many more rings for installation in our place in New York.

I purchased a Quick Ship (not a custom order) Andes 3-Piece Chaise Sectional from West Elm that was delivered Nov 2017. When it arrived the seat cushion was so hard it felt like sitting on a board. I called customer service and they sent another cushion which was more comfortable to sit on. After 4 months of sitting on the couch the cushion has collapsed and left a permanent butt print. I am not a large person. Rather than deal with West Elm again (that is another long and painful story) I took the cushion to my local upholstery shop to have a replacement cushion made, $425 dollars. When the upholsterer took the cover off the cushion the first thing he said was, "Where is the Dacron wrap?" He also explained the quality levels of the foam used to make cushions, my cushion consisted of a poor quality foam and single thin wrap of batting.

Currently on the phone for an hour as I type this. The finish of my $675 kitchen table is flaking off. It is 14 months old and I have heard every excuse from their customer service. I cleaned it wrong, that's normal wear and tear, did you leave it outside, you need to have Furniture Medic inspect it for $150 before we can agree if it's a quality issue, emailing pictures rejected. Still on hold. Flaking at 14 months is indicative of poor workmanship. The finish coating is not adhered to the wood and did not soak into the work at all as apparent by the wood's pure raw color. This is common when the wood is dusty when finish is applied. The finish sticks to the dust not the wood. Still on hold as I type this.

Couch was missing for a month - As I read these reviews, I see I’m not the only one who’s had furniture delivery woes. I should have read these first. We purchased a sectional sofa Nov of 2017. We were told with it would be a 6-8 week delivery time frame and it was due Jan 8-22nd. My husband and I had just bought our first home and were slated to move in Feb 1. Perfect. We thought we may even need to have them hold the couch for delivery until we moved in (LOL). Jan 22nd rolls around with no word from West Elm so I call customer service. Mind you, we also placed another order for a dresser, media console, bar cart and 2 nightstands in that time period, so a lot of money spent with these guys. I get transferred around a couple times and find out the couch now is slated to arrive on or before Feb 8. Ok, well that kind of stinks because we will be in our new home for a week without a couch but I guess we can make due.

I ordered a Harmony Sofa on Dec 2017 and was told the sofa would be delivered by the end of Feb 2018. I waited two months and found out that the date is postponed to April without any email notification. I called them and was told that part of my order was back-ordered so there is nothing they can do. I decided to be patient and I waited. Then I just checked the status of my order again on Feb 20th and found out that the delivery date is postponed to May!!! Again no notification and no apology. What's worse is that I was told I am not able to return the order! The only thing they can do is to issue credit for my future purchase. This is unethical!!! I don't want to buy from you again so what is the point of giving me West Elm credit! They just promised a delivery date they could never achieve and change the date whenever they like. And return is not allowed! Do not choose West Elm. Any other furniture store would be better than them.

I am not one to complain but am disappointed that West Elm won't replace a cracked leg on my Elton Settee because we bought it more than one year ago. It has only been used for a little over a year and for the price of the settee I would have hoped they would give me a replacement leg. The representatives were polite but told me they couldn't replace it and that I would have to go to a restoration business to have another leg made. I have bought several things from West Elm in the past, but no more. Buyer beware!

We almost bought a Henry sofa for $699 with a Henry storage ottoman for $299.99 with the President Day coupon code giving us 20% off, and got all the way through a 2-hour decision making process and decided to place the order, only to discover that the promotion code didn't work on either the sofa, or the ottoman, because the sofa was considered "already discounted" and the ottoman was a "final sale item". What's the point of putting a big banner on your website advertising 20% off if it's actually a lie? Furthermore, it turned out the storage ottoman wasn't even going to be the same height as the sofa - it's 2 inches taller. How on earth were the designers so stupid that they couldn't even get the height correct?

First, let me say that I have never written a bad review in my entire life. This is my first. I am 44 yr old business leader myself and I simply can't believe how bad this was. We bought a couch in October. Didn't deliver as scheduled because they put it on too big of truck. I was told by one of the representatives I called it was my fault. I should have told them they needed a small truck? I will say we have had numerous appliances and large furniture items delivered, and I've never had to tell a company what size truck to use. I had to advocate to get the earliest next delivery, which they scheduled wrong and I had to call back and change. Then they never showed up for second delivery and I had to call them. I had to advocate for myself again to get the next earliest delivery and finally because I honestly had no more days off in the near future had them drop it off when I wasn't home and I had to unpackaged and put the sectional together myself.

I purchased a couch on 7/4 (the Hamilton Sofa) which after purchasing was on a backorder until 8/11. Prior to purchasing the couch, I went to the West Elm Store in Boston, MA and confirmed with the associate at the store that the quality of the couch fabric would withstand a dog and lots of use (I specifically asked about peeling off the fabric). I have a friend who had many issues with her West Elm couch fabric being of poor quality with peeling. I was assured that this type of woven fabric would not peel and was very durable.

Where to start...I ordered a couch and bed frame. In terms of delivery, the gist is that the delivery was late and even after having scheduled delivery (and me taking a day off work) I received a call the day of that delivery needed to be rescheduled. More importantly when the bed was delivered it was missing a piece that now 2 months later still has not been delivered.

I ordered a dress and sofa on Nov. 27th. West Elm kept delaying estimated delivery dates without notifying me. It seems the only way to get information on your order is to keep checking your order status, no one will contact you. Despite repeated delays, West Elm tried to charge me for the dresser. I indicated that I would be happy to pay once I have confirmation that the dresser is available and ready to ship.

I bought an end table from West Elm on sale for $80. They shipped me the wrong end table, so I sent it back and they said they would ship me the correct one. A week after the correct one was supposed to arrive, I called them up after not receiving it. Without telling me, they decided not to ship the correct end table because it was no longer on sale and now retailed at $299. I asked them to please ship me the original end table at the sale price since they were the ones that messed up the order. They continued to refuse and offered to sell me the end table for $299 or give me a gift card for $80 to reimburse my old purchase.

2nd terrible experience with this company. Shame on me, but surprised they remain in business because their reputation is plummeting as their competition grows. Ordered online, given reasonably estimated delivery date. Two weeks after estimated delivery date and no still delivery, I sent an official inquiry about status. Zero follow-up or follow-through on claim... no response other than automated response that I'll get one... online, the product went from available to backordered to no longer available during this time. One less customer.

I ordered an ottoman for my son as a gift on January 20, got confirmation, delivery set up & confirmed for January 31 & then on the day before delivery, received a call that they couldn't fulfill the order because they don't have any more in stock. Called Customer Service, asked to speak with leadership team, got offered a 15% coupon off my next order, what a joke. Their inventory was done today & it showed no stock. What a poor excuse. I will never buy another item from this company no matter how much I like their items. My son had the chair & I bought the ottoman online, now an incomplete set & chair can't be returned - it was a final sale. Do not order anything online. Poor customer service, poor logistics in their warehouse & system doesn't work.

My girlfriend and I ordered a coffee table for our home at the beginning of the month. We went into the store to pick it out and ordered it from there as well, and we were told that it would arrive in 4 to 5 days. After hearing nothing more about it for more than a week, we were later emailed confirmation that the table would be delivered a month from then.

If you have four or more months to wait for furniture, then maybe West Elm is the store for you... We purchased a $2400 sectional sofa on Nov. 24, 2017. No one from West Elm informed us that it would, or could, take 4, possibly more, months to receive our sofa. Originally, we were given Jan 3-17 as a delivery window. We also purchased over $1700 worth of accessories and chairs to match our ordered sofa. So, if you're following along, we are $4100 in on purchases at West Elm. We took home our smaller items the same day and two weeks later picked up our chairs, but it is Jan 25, 2018 and we have yet to receive our sofa. We got an email on Dec 8 pushing our delivery date back to Jan 20-Feb 2. We called to check the status of our delivery on Jan 17 and were told that while one piece was ready for delivery, the main section will not be ready for delivery until the end of March.

I have contacted West Elm customer service a dozen times on this issue and they are not responding anymore. Twice they promised to send me new core cushions for the sofa I purchased. The cushions have not been sent and now no one will respond to my emails. They asked me to photograph my sofa cushions and the cushions of the sample at the store. I did and set them.

The furniture is beautiful however the customer service is horrible. The delivery company that they use is absolutely terrible. I think is the worst company I have ever dealt with in my life. I've spend a lot of money, to get a phone call after a week, to book a delivery date after 2 weeks, and on the day of the delivery (today) I receive a call saying that the truck has broken down so they are unable to deliver it to me. OK. So the next available day is on the 8th of February. More than 2 weeks after the date that I suppose to have my furniture. Also, the delivery company can't say which period of the day they are coming, so I had to take the whole day off from work, so I'm losing money. And I've planned to send away my old dining table, so I have receive my new dining table today. And guess what. Now I've just lost a day at work, and more than 2 weeks without a table to eat!!! It is just unbelievable.

My first complaint is with West Elm's ridiculous and customer unfriendly policy of charging 10% shipping fees for items over $200. So the more a customer spends, the more they have the "privilege" of paying?! Who thought up this brilliant policy? Most other stores, including other large chain stores who sell furniture at similar, lower and higher price points, typically offer free or reduced shipping when customers make larger purchases. But not West Elm.

In November I made 9 phone calls to West Elm Customer Service, for combined time of 65 minutes, and from December 2nd through January 1st, a total of 26 calls for combined 189 minutes. I am a proactive person, but this is completely unacceptable. West Elm holds itself to a high standard, and if I purchase a bed that is $1,000, I should be receiving that same amount in customer service/delivery/assembly. In the past, we have had issues with lower end furniture stores, thus we chose to allocate our money towards reliable/lasting furniture of which should coincide with spectacular customer service. Although we are very thankful for all of your help Mendi, that doesn't excuse all of the mistakes that have happened over the past three months since we purchased this piece in Mid-October.

I ordered a couch from West Elm two months ago. With an original estimated delivery of 6-8 weeks, it was first delayed by another 3 weeks. Then, an hour before it was scheduled for delivery, they called to say that the couch was not at the warehouse. It was a nightmare trying to get in touch with anyone at West Elm who knew what was going on to try to find out where the couch was. They eventually found the couch and delivered it the next day (phew!) EXCEPT it was delivered WITH NO LEGS. The legs were just missing. It has now been a week since the couch was delivered, and even after several attempts to get in touch with customer service, I have not heard back from West Elm about the status of delivering the legs.

We ordered a couch in early November, which was supposed to be delivered in mid- to late December. In mid-December, we received an email that delivery was delayed. When we received the email, we were out of the country. Upon our return a week ago, we almost immediately contacted West Elm's customer service department and were informed that one part of the couch was missing (ottoman) and could not be located. We were promised a call back several times, but no such call materialized. We continued to call the customer service department a total of close to ten times, because the promised call-backs never occurred.

Tonight I called the service line again, got transferred three times after being told the order was "partially" cancelled, an hour later no one came on the phone and I got disconnected.

My partner and I bought a sectional sofa from West Elm and the anticipated delivery date was initially 6 weeks, then later increased to 8 weeks. Upon delivery, one of the three pieces of the sectional was the wrong color. The delivery guys told me to call customer service and I waited on hold for over an hour. After thirty minutes, I told the delivery guys to leave the two pieces that were the right color as I did not want to keep them waiting. The customer service rep I talked to (in the furniture dept) told me she would contact the warehouse to see if the correct piece was still there but would also order a replacement in the meantime. She said the replacement was in stock and would be delivered in no more than 10 days. She also refunded the shipping cost and, at my request, issued a gift card.

Emmerson Dining Room Table 62 inch - Within a few weeks of purchase the table started making popping sounds and little by little the top boards started spreading apart. Within two months the top of the table has 1/4" slits running along the length of the table top in multiple places. The interior raw unstained wood shows and there are quite a few slivers of wood sticking out along the boards edges. It took several weeks for the company to tell me they are still investigating the issue, even though since then I have found many complaints online about the same product. Then I get a call telling me that the table was designed this way to deal with the fluctuation in humidity. The only offer they gave me in compensation was to send someone to repair the table in my home.

We ordered a Leesa Mattress King from West Elm store in Manhattan, NY. We received a queen mattress in a box which has labels saying that it is a king mattress. We called West Elm. A rep who spoke to us that day, apologized and informed me on phone that she is initiating a replacement and we can expect a replacement in 15-20 days. More than month passed and nothing was delivered. I called West Elm again. This time the rep says, West Elm are not responsible and would never promise a replacement. Rep also says that there is nothing in call notes that talks about a replacement being initiated. Rep gives me a number to call the manufacturer (Leesa).

I ordered 8 armchairs for my in-laws. They didn’t fit so I tried to exchange 6 for side chairs. I spent at least 10 hours on the phone with myriad representatives who could not issue return shipping labels because of some problem with their UPS contract. Each one tried the same things over and over after a lengthy hold time. Most seemed like nice people working part time from home with no authority and little knowledge. Frustrating. During the course of this I was referred to three managers. One never called back. One called and said she would arrange a courtesy UPS pickup but then said she was going to be gone for a while and never again returned emails. The third manager was extremely nice and can do but scheduled a pickup where the UPS guy came but would not take the packages bc we had no labels!!!

We purchased the sofa at the same time as a coffee table and end table. The tables were to have a natural wood top. The end table came with not a natural wood finish but an ugly green wood top. We called and were told that we could bring it to the store and exchange for the floor model, which we did. The table came with scratches and some scrapes but we took it.

If nothing else, $3,000.00... I ordered a dresser for my new apartment. A few days later I ordered a bed. The time came to have the items shipped. I got on the phone. The ladies I spoke to initially were very nice people. I gave one, great reviews in a survey taken. The dresser was first. The day came. I get a call from a family member that there was a note on her door stating that the dresser delivery was attempted, but no one was home and they even tried to contact me via phone. Really? Ok. So why was I sitting there with no furniture? I called them and was told the same thing. I told them that, that address was the billing address (which you have to give since that is the address the credit card is associated with) and they were supposed to have shipped it to me and that, that was made perfectly clear on the order page and when I spoke to the lady handling the shipment scheduling process.

I ordered a four piece bedroom set from West Elm the beginning of Dec. The end tables arrived within 10 days and I was called to schedule a delivery. So far so good. In another 10 days the dresser was delivered however, the hardware was missing. I spoke to a representative who advised me to keep the dresser that the hardware would follow in 3 or 4 days. After 3 calls to the delivery outsourced company and 2 calls to the store no hardware had been ordered. I was on hold for almost an hour at the store and spoke to 3 different people. I was finally told the hardware would be at my home in a week or so. Although everyone apologized no one took responsibility to follow up in a week or so. The furniture is nice the service is terrible. I would never purchase from them again.

I ordered a table from West Elm on October 2 and as of yesterday the website has changed delivery times 4 times and now it only says in process. I have tried to get in contact with the furniture department through the website in addition to calling them at all times of the day but I cannot get through to a live person in the furniture department before having to hang up after excessive hold times. I'm sorry no less than 40 minutes each time is ridiculous and I have still not talked to anyone in the furniture department. I am paying for something that I cannot even use. It is a dining table and holiday wise we have already missed Thanksgiving and Christmas.

Purchased a couch that was "Available" for "Quick Ship" under the false pretense that it was ready and available to be scheduled for delivery. After 2 weeks and no call to schedule a delivery, I received a notification that it would ship out 8-10 weeks later. Apparently, available just meant that the couch existed, but it still needed to come from overseas first. My guess is that they try to fill an order quota, THEN place orders with suppliers once they hit their numbers. I didn't receive it until 12 weeks after the purchase was made. Very deceiving with their shipping estimates to hook you in and take advantage of you as a paying customer.

This place is a nightmare! I placed an order for throw pillows on 11/27/17 during a sale. I received the order and the quality was very poor. I returned the pillows and covers in-store on 12/9. I noticed shortly after that I was only credited 21.60 of the 105.82 total. I contacted customer service and was told that because the return was done in store, that I needed to contact the store directly. I was told the opposite when I contacted the store. I expressed my frustration to the sales clerk over the phone, and she said that she would call customer service herself (as if she were doing me a favor). The clerk called me back later that day to get my credit card number so that they could refund the missing amount to the credit card that I paid with.

Careful in being lured into the West Elm discount and delivery date promises. Making as many sales as they can on paper is more important than actual customer satisfaction and delivery of products. I ordered a couch (custom material) in early October on the promise that it would be delivered by Christmas with estimated delivery on receipt to be between 12/7 and 12/21/17, which fell between the 8-10 weeks from purchase, as stated in store (and online). That is what I was paying over $3K for and what I expected since this was a gift. The rep in the store even told me "it could even be EARLIER but that is the time frame".

West Elm recently had a really great sale so I decided to buy several pieces for our living room, despite negative reviews on this site. I was extremely pleased with the whole experience. Within an hour of placing my order online, I received an email saying my furniture was ready and asked me to call a number to schedule. I called and the delivery was available three days later. They came on time as promised, with email and text updates along the way. The delivery personnel were very polite, the furniture was in perfect condition, and we are extremely happy.

Whatever you do, just don't purchase anything from this company unless you can physically walk out of a store with purchase in hand! It is simply not worth it. Their furniture delivery service is fundamentally broken. They have zero customer service and will not make any real effort to help. We purchased three pieces of West Elm's industrial modular system as a wall unit and experienced nothing but trouble from the very beginning. Two of the pieces were backordered but we could never track their delivery status online using our order number. Even though we paid for home set up and delivery through their delivery company large boxes were dumped on our lawn with no notice.

I ordered a gift card on December 4th, 2017. When it didn't arrive in the mail within 8-0 days, I called and explained my concern that I had not received it. I was told I would have to wait a full 12 business days before they would do anything about it. I waited the full 12 days, and when it did not arrive on Dec. 20th, I attempted to call and have the card resent (they earlier said if it did not come within the 12 business days, they would over-night a new card). In my first attempt to call, I waited over an hour and was still on hold. I hung up and tried again about 2 hours later. This time I waited 45 minutes and was finally connected with a customer service representative. This young man told me that my best option for getting my card in time for Christmas was to drive 2 hours + round trip to pick one up in the nearest city! When I asked what happened to sending it over-night, as promised, I was told he didn't know anything about that!

We ordered a couch on November 28th and the shipping fees were being removed as part of a Black Friday promotion. We were supposed to receive the couch on December 6th, and never received a call. When we called back, we were hung up on, put on hold for long periods of time, and eventually told that delivery was attempted. Then we were told that it would be delivered the following week. The following week - no call and no couch. Called again, and after 45 minutes finally reached a "manager" who gave us her "direct number" and promised to have someone call within two days with delivery info.

I ordered a bed from West Elm and paid over $1400 for it. Problem #1: The delivery date was set and I was called two days prior to set the exact time. However, they told me instead that the bed would not be delivered on the promised day “because of the fires.” First they said it was because roads were closed near me. That was false. All roads were open. Even if there was a road closure that day, how can they know it would still be closed two days later? After making my point, I was told “never mind, it because the air quality where you live is bad.” It wasn’t. I even checked the EPA’s Air Now site - air quality was BETTER than it typically is because of the winds. Anyway, I was so frustrated I cancelled the order. Cancellation was done Dec 7.

Purchased a bed. During the delivery, the West Elm delivery crew realized that "someone" had forgotten to include the legs for the bed. They called customer service who said that there was nothing they could do and I would need to call back Monday. The bed cannot be built without the legs. I said that was unacceptable, that I needed the bed since I had removed the old bed as a condition of West Elm delivering the new bed. The Delivery crew left the bed in pieces on my bedroom floor and left.

I order a lot of home furnishings and linens from West Elm and honestly have never had a problem. I mostly get small items like coat racks, shelving, but I love their linens in particular Frayed Edge Sheets. Some things are back ordered, some come on time, some a bit late. I'm a sale shopper, usually just pumped to be getting the item. Looking to buy a couch which is why I did a search and ended up here. Voicing my opinion that I've used this company without incident and have only positive experiences with customer service.

We purchased a couch from West Elm San Diego and they placed the order in store for delivery to the store. It has been more than 4 weeks and the last time we followed up with them they said the item has been back ordered and we don't know when it will be here. The funny thing is that half of the couch arrived and we picked that part up but the rest is back ordered. How is that possible? It's an L shape couch. So you create half of it and leave the rest for future production? Our friends warned us about delays and awful customer service but when we were placing the order they said it's in our warehouse and just have to get here.

I bought 2 sofas which took two months to get, and after one month (little use, no kids) the stitching is coming undone where you can see the stuffing. The store sales rep never emails back, the store manager just gave a phone number. So I found email address online, and that rep emailed me saying a file would be open, and I would receive a contact in about ten days. Day 14, and cant get anyone. AND the phone number she gave (to brush me off) is an 800 number that answers, 'pls put in extension'. Extension? REALLY? So they sweetly take thousands of dollars and then run for zee hills. Isn't that a scam? I'm shocked Williams Sonoma would run an operation this poorly. If you want to pull your hair out, shop W.E.

Worst shopping experience ever. Chair was supposed to show up in a week. It's been over a month and is still not here. Was supposed to be delivered last week but was damaged so delivery has been delayed indefinitely. Now, the chair is being offered with free shipping online. I can't even get through to customer service to figure out how this situation can be improved. Shop anywhere else.

When I was ordering a very expensive couch from them the representative of Palo Alto store on the phone was very impatient and rude. When I bought the couch they said it was final sale, but just a few days later the couch was on sale for >$600 cheaper! $600 was a lot of money for me and also I just felt straight out tricked and played by West Elm. So I called in to request price adjustment. Of course the big corporate denied my price adjustment request. (Hello? It's $600 not $6? And you want customers just return and re-order it, creating big trouble for both parties?)

I’ve never expected that the store like this one will have such a bad customer service. I’ve ordered 1 king duvet cover and 2 King shams from them. After a week or so I got my duvet cover but 2 Euro shams... I checked my order if it was my mistake, but it wasn’t. So I contacted store and they told me that they ordered pick up for the wrong items for the next day and that they already shipped the right ones. But nobody picked them up the next day and I didn’t receive anything within the next few days from them.

I bought 2 hutches, 1 day bed, and a chest of drawers online during Black Friday. I did not realize that the 2 hutches in 4 boxes was going to be delivered by UPS and left near the front door of my condo which I am first closing on in a couple of days. My day bed and drawers are coming Inside assembly. All during the order they said multiple pieces will be combined for one delivery. It said HOME DELIVERY so thought the same delivery people would bring that. I cannot unbox and set up my own furniture. This is not overstock that I am ordering from. Customer Service it seems has gotten in touch with UPS and it may be shipped back to the store, the customer service rep was supposed to call me back.

I ordered a Henry sectional sleeper sofa a few months ago. The white glove delivery service provided by West Elm did not set up my sleeper sofa correctly so the bed does not pull out from the couch the way that it should. I realized this after the delivery men left and called West Elm right away (within a half an hour) to see if they could come back and finish the job. West Elm said that they would have someone call me back and at up a date for the sofa medics to come and fix the issue. A week went by and they didn’t call me to set up the appt. It is several months later and that scenario has repeated itself 4 times since.

First, I would like to say that I have been happy with the products I have purchased in the past (you get what you pay for and for the price, the product is good). This review is for policies and my customer service experience. I bought a duvet set online, which had a release date for about 2 months out. One month before it was to be shipped, I received an email informing me that the items were backordered and it would be another month before shipping. That's annoying but I really like the duvet set so I'll deal with it. But then I noticed that they were offering a free shipping promo and since my duvet set has not yet shipped, why not ask them to honor the promo for my order? It was going to save me about $25. So I call in and I am on hold for just over an hour (it's a good thing my morning was open!).

I place a substantial order with West Elm for a new home we were purchasing. The order consisted of a couch, dining table, bed, 2 area rugs, 2 console tables and a nesting side table. Most items were due in 1-3 weeks, with the couch and a few other items potentially taking up to 10 weeks, all due to be delivered before the Christmas holiday. I was told I would be able to have a partial delivery when placing the order as my dining room table was a 1-3 week delivery and I wanted the table for Thanksgiving. Unfortunately, after 4 calls to customer service and 3 calls to the delivery company and now approximately 5 weeks Since I placed my order, I still have no furniture in my home. I will have no dining room table for Thanksgiving, which was estimated to arrive in 1-3 weeks.

I ordered 2 sofas and one chair on September 1. I was promised 8-10 week delivery. Current information shows that sofas will be delivered in 20 weeks and Chair is "in process" no delivery estimate. 1) Delivery times inaccurate. 2) Customer not notified when delivery changes. 3) Customer service agents are not helpful (it's a vendor problem). 4) Customer service agent dropped my call TWICE!!! 5) Email requests for information are unanswered. 6) Contacts to the Birmingham MI store where I purchased is no help. They tell me to call corporate. Very frustrating experience.

DO NOT ORDER FROM THIS COMPANY!!!! I saw the box frame online for sale, called the location in Greensboro, NC to see if I could pick it up. The lady was beyond rude and told me I had to order it online. The item came two weeks later, with a long crack right down middle of the marble top, which the company had it fixed and sealed before sending it to me! So this was no freight damaged. They sent me a refurbished item! This was no way to do business and beyond shady. Had to send the top back and stuck with the box frame with company coming in that week.

So i got my coffee table on 11/22/17 it came really early. I called them the day before because no one reached out to me to notify me of the estimated delivery date. When i called they told me that order was cancelled and I will get a refund. I was then transferred and that rep told me that it was not cancelled but a different unit is handling it. She then transferred me and I got voicemail I was very upset at this. The next day at 6:48 west elm delivery called me told me that they were 30 mins away at 7:14 I got my item. I wonder what would have happened if i left for work my normal time? Anyways i was really happy to get it my table before thanksgiving. I inspected it from top to bottom and its in great shape. I really like it and adds great character to my home.

West Elm eventually did pick up and deliver old and new rug concurrently. I just wish that they would have offered to do this initially rather than what was suggested.

Purchased a couch and table and a rug. The ordering part was good. Everything thereafter... A TOTAL NIGHTMARE. Couch quality very poor, delivered with fraying already happening at the bottom of the couch. The so-called "white glove service" delivery service delivered it with an orange stain on one arm due to marker color on a piece of tape that was adhering screws to the couch.

I am VERY disappointed with West Elm as a company. I really like a specific table and saw that it was on sale with Free shipping noted for all items over $99. There was a small asterisk by it, so I looked for more info. on exclusions. The banner was not clickable (which would have been right, easy thing to do) and looking at page, I didn't see anything further.

Worst customer service I have ever experienced! I order products that is available in stock, after order and at delivery I only get the side tables and I'm missing the middle table and the console! A month later I finally get a call about the missing items and we schedule it and I get an email confirmation and then they cancel the delivery on their own and after being stuck at home waiting for the delivery, I call and I get nowhere and can't even reach a supervisor. For the prices I paid, I sure got a lousy service and it was not worth the wait which is still going on because I still don't know when I will get the rest of my order! Very disappointed indeed.

I love the products West Elm carries. Sadly their customer service is abysmal and has wasted too much of my time that I will likely never shop there again. I basically furnish offices for a living and have never had so many orders not work out as with West Elm. When that happens, which is getting more and more frequent, they seem to have no idea how to do anything unless they are babysat and checked in on the entire way through the order. Even then you may not receive what you ordered. And even then, when you've been left high and dry, you may still have to spend 20 minutes on the phone to get your credit card refunded.

I placed the order for sofa on July 7th. I was advised: Available for delivery by: Sep 04 Sep 18. Sept 18th came and I still have not heard from West Elm. I only noticed my credit card being charged in the last week for the full amount. I called West Elm. First customer service rep couldn't help me, I was transferred and waited 23 min. Danille from furniture department answered and "helped" me (her extension **). I was offered a discount for inconvenience. I accepted the discount under condition if she would let me know the delivery date by Tuesday 19th (24hrs). Today is Wed. Sept 20th 16:03 EST and I called Danille 3 times so far, left VM and have not heard back. This is very unprofessional. I was informed our conversation in recorded which I am happy for as I will needed when disputing my charge with the credit card company. Do not order customer made sofa from West Elm!!!

I ordered a couch back in April (it is not September). I have been on the phone for over an hour trying to locate said couch. The first time they sent it and never scheduled the appointment. After waiting on hold forever I finally got in touch with someone who said it had been sitting in the warehouse and no one told me. So then I scheduled the appointment and after finding coverage for my working and waiting forever on the couch, the "couch" that arrived was actually a chair that I did not order. After several more calls and waiting I discovered that my couch was lost and they had to make another one, which they promised would be there by September. Well now it is September and I have no couch and once again I am sitting on the phone for over an hour trying to reach someone. Please NEVER order from here!!

We just walked away from our first shopping experience with West Elm and it was a mega fail. This is especially bad because we were going to spend over $1300 on a chair. On 8/19, we initially ordered the Henry Power Recliner Chair in twill fabric for a 2-3 week delivery. Within 5 minutes we decided to go with the leather option instead. Since it was a weekend, we were told to wait until Monday for the 1st order to cancel then we could place the order for the leather chair, which was in stock locally. Monday afternoon we went to the store to complete our order and schedule a pickup of the chair. The sales clerk advised us there would be a price difference - we knew this because the tag in the store showed $1599 for the leather chair. HOWEVER, the clerk claimed it was a good time to buy because we were getting 30% off the price. The amount that was showing on her computer screen was not 30% off, it was 20%.

My son was moving from NC to Dallas. He purchased a bed online from West Elm and was given a date the bed was to be shipped. After hearing no updates from West Elm he called them to check on the status of the order and was told the bed would now be shipped 3 weeks past the date he was originally told it would be shipped. He is now in Dallas without a bed for 3 more weeks. He asked to cancel the order so he could go somewhere locally to purchase a bed and was told that he could not cancel the order. He is now forced to try and cancel through his credit card company. DO NOT ORDER FROM WEST ELM.

I purchased a coffee table from the West Elm website on 6/4. It is now 7/14 and no news of where this coffee table is. This was a very expensive piece of furniture and I am at a loss for words about the lack of customer service and updates I have gotten from the delivery service West Elm uses and the people at West Elm as well. First, I was out of the country and provided an alternate number they can call upon arrival. They called MY cell phone claiming they could not reach me (received this message when I came back from my trip). While the person waiting for my delivery did not get notified at all. Turns out the number was not updated when I asked them to update.

When my step daughter took time from work to receive her sofa delivery it was too large to fit up the steps. The delivery person gave her the name of a company that will come for the next delivery, take the furniture apart, move it into place and reassemble. All of this was set up for June 22nd. I took the day away from what I was supposed to be doing to help her out. We received the 2 hour window the day before which I passed on to the "furniture fitters". 1-3pm. I waited at the apartment for the call saying they were 30 minutes away which I was also to pass on to the furniture fitters who were standing by. The call never came. At 2:30 I called West Elm and spoke to Amber in the furniture delivery department. She said that the computer had canceled the delivery and no one had noticed. She gave me another delivery date weeks away which I told her no one could do and that they would need to have it delivered within 7 days.

I purchased the sofa Quinn Sectional on May 30, 2016 for $1,474.38 and today (6/18/17) the plywood base of the sofa detached from the staples. We were unable to place the plywood back to attachment piece to hammer with nails. The material inside the sofa is cheap (compressed wood chip held together by staples). Hammering the cheap wood with nails would destroy the compressed plywood piece. My husband and I work 15 hours days. The only time we lay on the sofa is at night to watch some TV before going to bed. I have no children and no visitors because we work too much to have time to socialize. But, I like nice things; Therefore, I trusted West Elm website to buy the sofa. Big Mistake. That will never happen again and I advise you to stay away from West Elm.

Ordered a table - Day 1. Was told it would get shipped on Day 28 (4 weeks should be plenty of time for them to work out any potential issues, internally - but no). I called on Day 27 to confirm delivery time and was only then told it was "damaged" in the warehouse, would not be delivered and we would NOT be able to reschedule until they knew more. We were NEVER notified if/when the table was ready.

When I never received the merchandise I ordered, I tracked the shipping and saw the items had been returned the West Elm warehouse. (Of course no one from the company had reached out to tell me what was happening.) I sent a message to customer service (this time in writing - having learned from my previous experience) and they responded that they were refunding my card for the cost of the goods (including the "non-refundable items") and giving me a gift card for the shipping cost. I think the outcome is a reasonable compromise, although I'm dissatisfied overall with the experience because it was a lot of unnecessary time and headache to get to this point which could have been offered at the get-go. Now I'm left with this bad taste for the whole family of brands and dread having to interact with customer service again. Then again, a $50 gift card doesn't buy much at West Elm so I will probably end up spending more money there (which I guess is the whole point).

I bought this rug recently from West Elm, but >30 days ago so I am unable to return. I have emailed West Elm 3x in the past month and sent pictures of a warped rug. The rug has not been exposed to moisture or even had much traffic on it, so it is puzzling why it is warping. I have not heard back anything, despite the claim that you will hear back from customer service within 48 hr. I have been reading other complaints that their products are not high quality and based on this experience it does not make sense to me to purchase anything from them in the future.

Needed a replacement globe for their Eclipse Chandelier which they still show in their catalog. Went to the store to try to order glass replaced globe that broke while GENTLY cleaning. Store said they would look into it and call me but they were not sure they could due to past experiences with previous customers. They never called so I contacted the corporate office. After a few back and forth I was told they do not sell replacement parts, they buy them from a 3rd party vendor. I asked how to contact them, their cold response was to get on my server and try to find one. This is ridiculous! Needless to say I will forewarn anyone buying chandeliers ask about replacement parts and breakage.

Before placing the order, it was supposed to be shipped within 1 month, but after placing the order, it is heavily delayed. I asked to cancel the order, but they offered to replace the order and "generalize the associate's 25% merchandise card offer on a new order," I could not understand this 25% for the order for this replaced order or another future order not related to this bed, so I called call center. The problems are; 1. They do not track the history of the communications with customer. That means I need to explain once again if person in charge is changed. 2. It took time to check the latest product information. The bed I looked at website became sale, but they insisted old price for the bed. 3. They request me to send the screenshot of price and committed to call back but it took more than one hour and replied to me to call the call center again and explained to another person... It was the most poor customer service desk experience that I have had.

I have ordered numerous products from West Elm, with the exception of furniture. I ordered a dining room table that a month later has yet to arrive. Upon ordering, the ETA to my house with "white glove service" was 3 weeks. Their furniture department has absolutely ZERO idea what they are doing. I have been passed around each time I call to find out where my order is, getting a different answer each time. I don't believe they even have a customer service department. I was told I would receive a call back from a supervisor in 12-24 hours, 48 hours later I still have no call back. I hiiiighly recommend shopping for furniture elsewhere.

I purchased a carpet online and they have been giving me the runaround for the past 2 weeks in trying to return the rug. They "arranged" a pickup with UPS who never showed up to pick it up. I've been on the phone every day for the past 4 days for at least 45 minutes each time getting pawned off to different people and getting different information about when it will be picked up. The communication is impossible. Hard not to believe they are dragging this out so that I end up losing the refund or getting tagged with more restocking/return fees.

It took us two months to receive a dining room table and a bench. Both came with noticeable scratches. We are sending back the bench and ordered two benches that I just discovered have been ready for delivery since March 6th. Zero communication. In addition, we ordered a headboard on January 4th and still haven't received our purchase (it's now March 19th). CB2 will get my business for big ticket items from now on.

Ordering a love seat was a mess of miscommunication, confusion and delays. West Elm is one of the worst companies that I have ordered from. Same with their affiliates Pottery Barn etc. Their site changed prices as I was trying to actually order a sofa. I could not order one as it was impossible to get a customer rep who knew what was going on. Totally incompetent or extremely poorly executed site management. Terrible. NOT RECOMMENDED.

They don't even deserve a one star. I scheduled a timeframe from 3 to 5 pm but they called me at 12 pm said they were already at my house. I told them I could only make it at 3 and when I got home they just left without calling me, won't picking up my calls, acting like I did something wrong. Later that day they had a front desk lady called, saying I had to reschedule since I was not at home. I am so shocked! Similar cases happened every time that their delivery never respect the time. I promise this is the last time I shop at West Elm.

I'd had my eye on a foyer light fixture and kept waiting for it to go on sale. It finally did at the same time they offered free shipping so I ordered it. It arrived within days in perfect condition. It's gorgeous! The only thing keeping me from giving them 5 stars is maybe really my own issue: the pictures never showed how the light attaches to the ceiling. It arrived with a wiring kit so the fixture could be used as a lampshade with a floor lamp OR as an installed fixture. And I'm sure the kit would have worked fine BUT it didn't include a cap, so when we removed the old fixture and tried to put this one in, that meant there was a big hole in the ceiling where the old ugly cap was! So we went to Lowe's and got a cap, installed it along with their wiring kit, and I couldn't be happier with it.

I have had the worse experience with purchase at West Elm! Their products are amazing but what good is that if their attention to customers is SO BAD! I ordered a set of dinnerware as a gift - paid delivery for a 'specific' date. The plates were lost and not delivered on time - I never received a courtesy call or email notifying of the delay. When I called for a refund, customer service was SO RUDE, giving all sorts of excuse why I could NOT get a refund!!! Will never buy from them again!

Spent $1300 on a dresser, spent another $100 on white glove delivery. It took three months to get the first one, when they delivered it it was broken and pretty scratched up. One of the delivery guys alerted me to the scratches, I went outside to find the other guy using a black permanent marker to try and cover up the scratches. He was very upset at the other delivery guy for telling me. I sent it back with them.

I ordered some chairs for my office lobby 3 weeks ago. A customer service rep call and tells me they are overwhelmed with the orders for these chairs and it will be weeks before they are available and she will call back to let me know when they will ship. Then she leaves a message saying since they are an additional 8-10 weeks out she canceled the order without speaking to me. I called back and another rep tells me the chairs are permanently out of stock. Which is it? Are they backordered or not available and why would it take 3 weeks to get this information. I will be ordering new chairs, but not from West Elm. Terrible customer service.

It was a great experience and everyone was great. I'd definitely go back again. I love shopping at West Elm! Every time I go I find something new.

The customer service here was great. They have really friendly as well as knowledgeable staff in this place. Very kind staff and they are also very helpful. The delivery options were great here at this place. Always on time. They are very professional. A lot of brands and shades. Never disappointing when you come here because they have so many items to choose from. Great elements and themes. Over the top quality. Excellent in all aspects. The type of quality you would be willing to pay high prices for. I love this place and the quality of the items.

Our customer service experience with Ashley Furniture was good. They were very professional and kind. They cared for our concerns and took very good care of us. We didn't need delivery but they told us of all available options and they were very detailed in their explanation. The variety at the furniture store we visited was minimal at best. The store was huge however the variety wasn't what we expected at all. We were told the product was top of the line and that it would be sturdy and well usable without problems. The sofa and chair are both broken after less than 2 years.

They were friendly at the store and helpful to find what I needed. The wrong sized pillow case was in the package that I bought. I called the store when I realized it and they were able to locate the correct size in stock for me, even though the item was on final sale and they had very limited supply. I did not order anything via delivery. Store has a good variety. Wish more of their items were on sale at the same time though. Good quality. Washes well. No problems so far.

They offer timely help and great service. Always ready to help when needed. They also inspire us in buying new designs. They inform us about new offers and upcoming designs and offers. Delivery options are many to choose from free home delivery to store pick up. They ship domestically and internationally. They offer express and standard shipping services as well. They have up to date designs. They have many options to choose from and designs to offers. They have degree of excellence in quality. The standard of maintaining the quality to up to the mark. Distinctive attribute in maintaining the quality of the store and the designs.

Knowledgeable, friendly, great service all around. Not pushy sales people or keeping on your toes to sell you something. Comfy furniture and clean showrooms. On time, fast, reliable and knowledgeable of equipment and furniture - the placement of furniture they make sure you are satisfied before leaving you. Great variety of furniture and quality is outstanding and strong and tough... get thru my 3 year jumping on the furniture even when asked not to take a licking and keeps standing. Strong reliability, nice colors and fabrics, comfy all around, the best furniture I have owned out of others. Yes I would recommend it.

Customer service was pretty standard to the norm. Nothing too fancy. Were somewhat attentive to our needs as a whole in general. Was a reasonably good experience overall. Delivery options were pretty acceptable. They were flexible in setting up a time that would better suit their customer than rather arranging events to better suit themselves. They had many varieties of home furnishings to choose from that were colorful and had a modern appeal to them. Most items were designed with high quality appeal them. The quality of their home furnishings was pretty good overall. They carried many top name brand items to choose from.

They are awesome. They gave me options and I picked what the best option for me was. Great and helpful employees. They are wonderful! I would recommend them just based off of service! They have wonderful variety - many different options to choose from and all great pieces. I was actually very impressed with the variety of products available! The quality of their products superseded my expectations. I was actually pleasantly surprised by how well built and quality these products are!

Very attentive and informative. We had questions about a certain item, as well as shipping and a promotion that was going on, and the person we were working with was very knowledgeable, friendly, and attentive. Made us feel welcome and like we weren't being a bother. Had shipping available and we discussed with the associate we were working with and the pricing of delivery, if we could get it free, and what steps we needed to take. The store had a lot of variety, with different styles of furniture and pricing. We were able to find a few items that for our styles within a price range that fit our budget. Good quality with good variety. Haven't had any issues with our purchase and it holds up well to pets. We bought some nice items that look expensively made, but we're bought at a reasonable price.

Easy customer service. Everything was so great and easy. If I had any questions for any associate they always had the answers and I was never left waiting.

I was able to get all questions answered quickly and efficiently. I love my purchase, and I can thank the sales associate for her recommendation. I could choose to have home delivery or pick up from the store. I picked up at the store, because it was easier for me at the time. Very easy to do. Great variety of items. There was so much selection of gorgeous, trendy pieces. I loved the variety! I searched several different stores before I found the perfect piece at West Elm. The furniture I bought is the highest quality, and is holding up so nicely. I absolutely love how well made the item is and how gorgeous it looks in my home.

I ordered a very expensive table and it was shipped to a different address. They shipped me a new one the very next day. With expedited shipping at that. Their delivery options are the best of the best. They have standard shipping which is usually free after a certain amount is spent. With expedited shipping, you get your items the very next day. They have so many items to choose from. It's very hard to shop there because I can never make my mind up what I want. But it's so fun! I will continue to shop there. The quality of the product you order is top of the line. The price does reflect that but the product is something that you will use for years.