West Elm Reviews

Given the frustrating experience, I shopped other retailers and purchased a replacement couch from another store. After 2+ weeks passed without receiving the refund check, I called West Elm. To my surprise, and in complete contradiction to what was agreed, they informed me that they were sending me a store credit. I explained that, based on their promise to send a check (and specifically not a store credit), I had already purchased another couch. A supervisor informed me that the agreed resolution was apparently overruled by another department and there was nothing she could do but to send an internal email... and I may receive a reply in 3-5 days.

West Elm did absolutely nothing to fix this situation. They told me the warehouse would contact me within 5 days. This happened THREE times. I was NEVER contacted. Their website still says custom orders will be delivered in 6-9 weeks. They offered me a $500 “gift card”, wow thanks, money to a company that I would never ever again purchase from. The last phone call I had with them the representative HUNG UP ON ME because he could not answer my questions. Imagine just hanging up on someone because YOU CANT FULFILL YOUR JOB. The quality of their items is less than mediocre, they have no idea how to maintain customer relations, and do nothing to fix situations they are responsible for. It’s a shame people still give them business. This is sick.

Original review: Gift card I ordered, sent through USPS, took 11 days to leave the “warehouse”. Then took over 2 weeks until delivery, in the mail, so over 3 weeks start to finish. Order confirmation tracking was total scam. Customer service, in general, was miserable, especially one of the supervisors I spoke to. Many many promises were made, but none were borne out. At one point I was so discouraged I wound up calling my credit card company and disputed the charge. Most companies will try and “make it right” for an unhappy customer. Not West Elm.

I contacted West Elm's customer service who were NO help. I asked if someone could be sent back out to repair since they literally installed a broken product and left it for us to find out only minutes after their departure. I was told that a "request would have to be submitted to determine whether they would remedy it." It was only after I sent pictures and threatened to write a bad review that they finally agreed to have someone come out to bring in the desk to the warehouse to see if it could be repaired. However the "earliest" they could get someone to come is over a week away.

Now we have a non-functional desk which is impacting our ability to work at home during a pandemic as we sold our old desk when we found out the new one was finally being delivered. I would have expected more from such a large and allegedly reputable company and for what I paid for this product (not to mention the 7-months it took for me to finally get it). I won't be ordering from them again.

What is more frustrating is that I actually want to just go ahead and cancel my order but west elm said to me I can't cancel as order is "in transit..." (which it has been for weeks) and that I would lose my $250 delivery fee. I was able to find similar products much cheaper with guaranteed next day delivery from Living Space. It can't be that hard west elm, if you actually care about customer happiness, to either be honest about what is actually going on with these awful delivery delays AND just provide customers with a full refund including delivery fees if they want! I don't think it is fair to us the customers are being punished for west elm's actions.

Till today, Jan.7, 2021, I have not received the refund. I have made 6 or 7 or more calls to the customer service, spent hours and hours on it but all I have got is that they couldn't find the item and didn't know who did it. They asked me to go back to restore then identify the person who took it back as if they don't have a record to find out who worked there on December 13, 2020. I requested a call back from a manager from the call center. Response was the normal call back is 3-5 business days but due to current workload no guarantee of the time frame. This company owes me money. And I have to beg for it now.

Original Review: Jan. 6, 2021

An absolute complete nightmare! I placed an order for 2 harmony sofas on December 22, 2020 and placed several requests to cancel this order on December 27, 28, 29 2020 because the swatches West Elm post on their website looks nothing like the swatches you receive in the mail! Their online color swatches are misleading. I actually just wanted to change the color but since West Elm has no system in place to switch a color although it was the same price because I wanted to keep the same fabric, they informed me I had to cancel the entire order. West Elm then told me it was up to the vendor, Sutter Street, to approve the cancellation although Sutter Street works for and are contracted contracted by West Elm! Unbelievable!

I call several times and got a run around each time. I finally received a call from the Resolution department on January 1st promising me that she would personally contact Sutter Street to cancel the order before it goes in production. At the point of submitting my requests on Dec 27th, 28th and 29th, these sofas were noted as “ordered” and not even noted as “custom build schedule” with still a very good chance they could be canceled and reordered in the correct color. There is no way I plan to keep over $5,000+ in sofas I hate.

Well today on January 6th one of the sofas is now listed as “custom built in progress”. This all could have been avoided if there was actually phone communication between West Elm and Sutter Street. Who bothers to read an “email” in the middle of Christmas Eve, Christmas Day, the day after Christmas New Year's Eve or New Year’s Day? I feel my request was blown off and not taken seriously. Now this fiasco that easily could have been resolved earlier will result in a Dock Return. Had West Elm and Sutter Street been focused on customer satisfaction, it would have been canceled so I could reorder it. Such a nightmare and stress that could have been avoided.

West Elm should make it mandatory for a customer to see the actual swatches in person before ordering and remove the ridiculous so-called color swatches they list online because they are misleading. If a customer uses their online color swatches to order and trust West Elm’s online swatches then it’s not the customer’s fault. I’ve ordered a bed and a coffee table from West Elm and intended on ordering more items but after this horrible experience and specifically with their furniture department customer service department who seem to be more concerned with a “sale” than providing fair empathetic customer service, I will go elsewhere in the future. Something that could have gone smoothly with zero stress was far from it. Very disappointed with the outcome.

Called customer service again and asked to speak to someone higher up because I was tired of the same run-around tricks that previous customer service agents was giving me. The higher up customer service agent I spoke to said that the table is in stock at the warehouse but their warehouse is backed up and aren't making as many deliveries but GUARANTEED us that we would receive it by the next expected delivery date of 12/14/2020. Past that date, I was getting infuriated and know that calling customer service agents was a huge waste of my time because it was nothing but lies and false promises. I drove an hour to my nearest West Elm to inquire about the situation. One of the sales rep there went and escalated a claim for my order and I was contacted a few days later by another customer service agent that told me they weren't receiving stock of that table until NOVEMBER 2021.

I asked so why does my expected delivery date keep getting changed and updated to only 2 weeks after each delay because if I had known it would take OVER A YEAR to receive a table, I wouldn't have shopped with you guys from the beginning. If you were to place an order for the table now, the expected delivery date is only 2-3 months but somehow they're not receiving stock until 11 months from now. So they're planning on lying with false promises and giving other customers the same run-around about an earlier delivery date when in fact West Elm CANNOT fulfill ANY of these orders until at least a year later. I HIGHLY DO NOT recommend anyone from buying anything from West Elm, not just their furniture. Shopping experience and customer service is an absolute nightmare.

Two weeks later I saw a $1800 transaction on my visa so I called for a THIRD time and was told the table wasn’t cancelled so it’s been shipped and they may be able to refund me if I call again next week and they’ll try to get the $300 shipping costs returned as well - TRY! Unbelievable. I’ve now wasted 1.5 hours on hold and an hour on the phone trying to sort this out and it’s still been left as my responsibility to sort out. Never buy anything from them unless you can walk out the store with it in hand. So disappointing.

I followed up again as the money is still not refunded to my card and am now being told that the couch did ship to me and I will need to return it and have the state of the couch evaluated before I can get a refund! I am just not sure how that is possible considering I have no couch! My advice to you is STAY AWAY AND DO NOT PURCHASE FURNITURE FROM WEST ELM! It's not worth the headache and stress. I have wasted hours on the phone with their customer service and still have no couch and no refund! Even if I do get my money back, I won't be able to get those hours of my life wasted on hold with their unhelpful customer service.

I was given a delivery window of 11AM to 1PM. That morning I received a phone call around 10:15 saying that they would be arriving in 52 minutes, only for to immediately receive a phone call saying they were already here with the couch. Not a big deal, but worth mentioning as another example of how this system is broken.

Finally, after 5 months, we had a couch. We sat down and immediately the couch collapsed. Turns out the hardware was on upside down so literally nothing was supporting the seat. The seat was also uneven and a plastic piece on one of the legs was missing altogether. In other words, we had been given a piece of junk we couldn’t sit on that now took up half our living room.

Customer service tried getting in touch with the Chicago hub to get someone out that day to help us, but she couldn’t get through and left a voicemail for them to call us. They never called. Then we called again and were assured we would be given a call with 24 hours. We never received a call. Then we called again and were told we should have received an email where we could fix the situation. Not only we were never told about an email (yet another example of a broken system) but we never received the email. I literally don't know how to proceed since nothing has worked.

Something is seriously wrong with a company when somehow every single step of the process has failed, from ordering to delivery to customer service to repairing. No doubt the customer service will respond to this review, like the other negative reviews here, and it might look like the problem was resolved. But customer service has unable to help me time and time again, so what would be different this time? These aren’t one-off negative reviews - there’s even an article on Vox documenting this from 2018. From personal experience I can tell you nothing has changed since then.

The furniture repair company also makes custom furniture and they say that the way West Elm designed this couch, where the entire moving weight of the sleeper sofa rests entirely on two 3" bolts, one on either side, is a horrible design. They are shocked the bolts even held as long as they did. We even tried using a more heavy duty bolt, but it sheared off again almost immediately due to both the weight of the couch and the twisting stress of movement on the end of the bolt. The only option now is for me to pay a furniture design company to pull out the West Elm designed sleeper inset and build a new one in a better design. Also, within a couple of months the two back cushions now look more like small bolster pillows and are completely out of shape and look terrible. It's just two petite women in our house. I would not recommend West Elm any longer for furniture.

On the delivery date, nobody showed up and, of course, nobody contacted me to let me know about what had happened. I reached out again to Fidelitone; one of the supervisors explained that they could not find one of the pieces in my order at the time of loading the delivery truck. She requested a dock search, which is still underway. I followed up with the supervisor every week with no news. At some point she stopped taking my phone calls; I contacted Fidelitone's customer service and I was informed that she went on vacation and left nobody in charge of my case. So the process started again with a different supervisor.

On December 28, I contacted West Elm's customer service for them to take action, because my guess was that, after almost a month of unsuccessful dock search, the pieces were probably lost. West Elm said that they could order again the missing pieces, but that they would be in stock in March and thus they could not provide a delivery estimate. On December 29, I decided to cancel the order, because it made not sense to keep waiting for these items, plus the associated stress.

Throughout this process I was told by West Elm that I would receive compensation for the delays and inconveniences that all this has caused; they did not honor their word either. At the end, after almost 6 months, I did not get my furniture or a compensation; only headaches and lots of wasted time. This just shows how little West Elm cares for its customers; they showed no interest whatsoever in making things right. Bottom line, this was a terrible experience. I spent an uncountable amount of hours dealing with this order, which was a waste of time and a source of stress. I will never buy again from West Elm and I recommend you to stay away from it as well.

In addition, the delivery team was mad about the stairs, dragged my dressed and completely dented and scratched my wood floor - they also refused to take off or cover their shoes and walked all over my rugs with their dirty shoes from outside. I am not looking forward to the time that will be spent trying to track down this additional piece, not to mention other pieces I have ordered in other deliveries. Also not looking forward to dealing with Ryder again for deliveries. For the amount of money spent on these pieces, the customer service (or lack there of) feels criminal.

Original Review: I recently bought a new home and bought a majority of my furniture at West Elm - I would say north of $10K. I first purchased bedroom furniture in October that would be ready for delivery a few days before I even closed on the house - perfect. It's now December and after HOURS on the phone multiple times, they do not know where my bed is or two of the dressers. One dresser and a media stand was delivered, but the media stand/buffet was damaged and I had to refuse delivery - they said it could be replaced in March - completely unacceptable. When they brought the dresser, they also brought a table from another order - without the chairs. I had specifically asked and confirmed (with the manager at the store) that only the bedroom furniture would be delivered (they were separate orders) - I have no use for a table without chairs and it's in the way (as I kept my old table until the new one was ready).

My second order had some custom items in it, so I knew I would have to wait until January/February, but now items have been pushed into March and April. I am concerned that I will not receive any of the furniture I have ordered at this point. I am on hold with customer service now as I write this as they try to find my bed (for the 7th time). The manager at the store, Nathan, helped for a bit as I was told when you purchase through a designer they have a special account management team to help with orders - Nathan wasn't able to figure out what was going on with my bed and has now just completely blown me off. No compensation has been offered and no one seems to want to help. The information between the store, customer service and Ryder (delivery service) is all different - it's impossible to get an answer as to where things are!!! Ugh!!!

5. Why can't they figure out what's wrong with meeting customer promise consistently????

Branding is great for Williams Sonoma. Their fulfillment simply SUCKS!!!

I ordered a bed from West Elm on 11/4 with delivery by 11/20-12/4. Item wasn't delivered by said date and delivery was rescheduled for 12/4 - 12/18. Item wasn't delivered within that time frame either and was rescheduled again for 12/22 - 1/4/2021. It's aIso worth noting that I never received an email to advise of the delayed delivery, I found out by checking my order status online. I called customer service expecting the same treatment I had with Pottery Barn and spoke with Anada who said it's not Williams Sonoma policy to refund shipping or give customer appeasement credits until after delivery. She also advised when I purchased the bed the headboard was in stock but no the rest of the bed wasn't (the website said the bed was in stock and ready to ship).

I explained that Pottery Barn had no issue providing credits prior to delivery and I didn't even have to ask for them, they just did it because it was the right thing to do. Anada then said maybe the rep I spoke with was new, made an exception or received permission from someone to do so. I explained the credits were given by two associates (one for shipping, the other for customer appeasement) and Anada then said well maybe they were both new etc, both made an exception etc. I told her that, "What I'm hearing from you is you CAN compensate me for the inconvenience but you won't." She said, "That's correct because it's not our policy to provide credits or adjustments until after delivery." I asked to speak with a manager and waited about 30 minutes to do so.

Anada transferred me to Carolina who introduced herself as a supervisor. She said the same....that it's not Williams Sonoma policy to issue credits or customer appeasements until after delivery. I explained Pottery Barn had no trouble doing so to which she replied the reason why that's the policy is because there could be damage etc upon delivery so they prefer to wait until after delivery to apply the agreed appeasement. I asked what is the agreed appeasement? She advised, "We can't disclose it until after delivery."

After I again explained what Pottery Barn did and that I went out and purchased a mattress in a hurry for the bed and the website was misleading in saying the bed was in stock and ready to ship, she agreed to waive shipping but not without a lecture. She told me that Williams Sonoma will not be able to "do something" every time there's a problem with my order and if there's anything wrong with the bed upon delivery I will not receive any further compensation...and she repeated herself 3 times.

This is so sad. Williams Sonoma presents itself as a company with excellent customer service and higher-end merchandise. There are multiple reports of misleading delivery times and stock availability and the fact that a supervisor told me I shouldn't expect to be helped or compensated every time there is a problem with my order doesn't inspire much confidence in the brand and was quite unprofessional and uncalled for. If the bed is damaged upon delivery and nothing is done about it I will dispute the entire charge on my credit card since, per Carolina, Williams Sonoma won't be able to help me.

We have to do since we have no choice, After we rescheduled, another one and half week, we even had to contact The Hub in between to confirm our service, on the second delivery time, we received a damaged piece and we refused to accept the piece and have them to send back. Another piece was left at our house and lately we found that another piece was a defective piece also! Frustrated and exhausted to deal with the customer care again. And just want the return and refund.

I have emailed customer service countless times and I’ve talked to reps on the phone. I have yet to receive a refund for the chairs or a call to pick up the couch. I was also offered a $300 credit which I never received. These chairs are still for sale on the west elm site so I don’t see why I have been lied to so many times. I have asked numerous times to get replacement chairs yet I just keep getting told they’ll refund me and never do. West Elm stole my money and I don’t know how to get it back so I can have a matching patio set. My next step is the media. I think they would be interested in reading all of these reviews.

Hold on! Both pieces I ordered were in stock now on Dec 7th. You are telling me that my bed is back ordered? Okay, anyways let me schedule the closets day. Oh it is Dec 23rd. -_- Not happy, but that is okay too because I already had issues with this company and I want to get my last pieces be over it. But the delivery has be between 1-5pm because that is the only time I can book the elevator for delivery. There is no other option.

Customer service said okay no problem you still have couple weeks and time won't be a problem. Well... guess what? It is Dec 17th. I receive email from West Elm "Your sofa will be delivered between 11am-1pm." I called customer service right away, they told me, "Well we will let the routing dept now. They will email you if they can change the time." So you have a note in your system that you are telling me now you can see. I said, "This is the only time frame which is 5hours time frame they can deliver weeks ago right? What if they cannot change the time?" "Well you can cancel your order." You are kidding me right??? Oh by the way my bed is not in sight yet. -_- I will never shop from West Elm ever again. I decorated my previous place entirely from mainly Crate and Barrel and CB2 and had zero issues. With West Elm this is it. They have zero "customer care".

On November 22nd my credit card was charged and my order status online changed from ‘Pending Fulfillment’ to ‘Pending Shipment’....Very exciting. This meant my custom sofa had been made and was ready to be shipped. Anxiously awaiting December 10th....and on December 10th I get a brief email from West Elm....

Hi Donna ****, Thank you for shopping at West Elm. We received your order. Unfortunately, we are currently unable to fulfill the item(s) you requested. Please contact customer care at (855) 860-1082 if you would like help finding another product.

Made to Order: Harmony Grand 92" Sofa, Distressed Velvet, Mineral Grey

For real?....No explanation, and ended with “ Apologies for the inconvenience.” Where is my sofa?... I contacted the delivery hub, they have no answers for me, they show the order has been cancelled. I contacted West Elm customer service, very friendly but perplexed as I am regarding why my custom order was cancelled. Three times I called in and was told my issue was being escalated and someone from West Elm would be calling me back and I have heard NOTHING!!! No call, no email, nothing. I get these are difficult times but seriously West Elm, is this the best you can do? I want my sofa! And yes....I also emailed my information to customer service complete with all my information and order number etc.

Customer service did not correctly inform me that a Leesa mattress could not be scheduled for delivery with my other large items. This item was set to be delivered prematurely to a vacant property. I caught the agents error and spent about 1 hour on the phone with customer service working through options. The agent assured me all was taken care of... which it wasn't and the mattress was "delivered" to a locked apartment complex that couldn't receive the shipment.

I spend another 3.5 hours on the phone with WE's customer service trying to locate the package. Their system crashed multiple times while on the call, pushing me back to the start of the service line, where I once again had to wait for a supervisor to help me. I was incorrectly informed that I had to go to Leesa directly to manage the refund and reshipment. Leesa informed me they couldn't assist me and I had to work with WE's customer service since my order was lost in transit.

Another 2 hours on the phone and on hold, I finally spoke with a supervisor. The woman who helped me corrected the issue, "refunded" the mattress, and set us up for a redelivery to our home address. Except she didn't. Instead she completed about half the job and the mattress was not set for redelivery. I caught her error about a week later, contacted customer service again. This agent stated she was able to correctly set up the delivery. Fingers crossed.

In addition, all the furniture I had ordered went on "backorder" and won't be delivered until 2021. I will now either have to stage the house in order to rent the property for the new year, or will miss out on the intended revenue. Had I known what I was walking into, I would have purchased my furniture from a different retailer. Hours of my time, poor outcomes again and again.

I scroll through the tracking every day now. The harmony comes in 3 parts. Two parts were shipped on 11/6 and 11/7, and the third part was shipped in 11/14. My credit card was charged when the first piece shipped out. Here it is 12/16 and there are still “in transit to distribution center.” In transit for over a month?! I called on 12/10 to see what was up. The woman said the third piece should arrive that day and to expect a call within 3-5 days. So 6 days later when I hear nothing, I call again and I’m told that 3rd part won’t be delivered until 12/21 and not to expect it before the holidays. We all know shipping times are delayed during the holidays. So my guess is I won’t even get it until after the 1st of the year....That’s nearly 5 months from the time I ordered it.

IT GETS BETTER...When I purchased this sectional, we had a very limited amount of room and needed a specific size. The width of the sectional listed as 111” on the website. I went into the store and ordered it through a store employee and we both confirmed that it was 111”. Now I have checked the dimensions online a few times since ordering it so I can get an idea for other furniture in my living room. But one day last month, I noticed that the dimensions changed to 123”. Much too big for my tiny space.

I called the store and talked to the girl who helped me, and we both confirmed that this was a mistake on West Elm’s part. So now I supposedly have a sectional coming that’s going to be too big for my living room. I decided to at least have it delivered since I’ve waited this long, and actually taped out the dimensions on the floor. We decided while it may look comically big in my living room, we don’t want to wait additional time for a different sectional. How can a company operate like this?! $3000 was charged to my card and I STILL DON’T HAVE MY SECTIONAL. All I have is an empty room. An entire room that I have not been able to use since buying my house 4 months ago. I HOPE THIS COMPANY GOES UNDER!!

We got informed that it is out of Stock and cannot be reordered. 50 minutes later waiting on hold to speak to someone about a refund we were told it will take at least a week or so to process and receive the refund. I doubt at this point we will receive our money back that quickly and we most likely have to call WestElm again! I highly recommend to everyone not to Purchase anything from West Elm unless you are seeking disappointment or looking for Increased stress levels.

I understand that the current pandemic has delayed shipping, and I have been quite patient with the process. However, now I am left guessing how much further back the delivery will be pushed and if I will see this kitchen table by next Spring. I was told by customer service rep that no compensation may be made until the items are delivered... But the delivery of the items is the current issue. For all the money this company charges for shipping of their items, you would think that they would be more concerned about the satisfaction of their customers. Never again.

Aside from that, a separate order (our Floyd bed) was delivered damaged with a large puncture in the wood panel and two chips. I was told the only compensation for this would be to pack the entire bed up again and wait even longer for a replacement. We will NOT be ordering any more items from West elm, as we have spent A LOT of money at their store just to be continuously dissatisfied and given no options for compensation.

Original Review: Dec. 12, 2020

West Elm return department and customer service are a nightmare to deal with. After returning an order, for no explainable reason, they split my refund on my CC and the rest in two separate gift cards. No one from customer service could tell me why I got a refund in gift card form instead of my CC. If I hadn't contacted customer service, I wouldn't even know what those gift cards were because they didn't have any indication of what they were for.

Additionally, they missed an item during the refund process, which customer service was having an issue understanding when I tried explaining that the refund did not add up even with the gift cards. Thankfully after calling, I was able to find someone to give me a refund for the missing item but she was only willing to give me the full price of the item excluding tax, also in a gift card. So now I have three gift cards as a refund even though I returned everything within the timeframe and those items qualified for a full refund on my CC.

I have been dealing with this since 10/03/2020. Firstly, I get a different person every time I speak to someone from customer service via email. Finally, I was able to get someone who agreed to make a one-time exception to send the gift card refunds to my CC by voiding my gift cards. After I asked for a status update 10 business days later, no one replied to my email. So now I don't even have my money back in gift card form. I tried contacting someone from their customer service phone line about my refund status from the gift cards to my CC, and he told me that he sees that I already received a refund and that he doesn't know why my gift cards were voided even though I explained all of the above to him. This was by far the most frustrating customer service experience I have ever had in my life. West Elm stole my money! This is the first and last time I will ever purchase from this company. Stay very far away if you don't want to lose your money.

I swear I’m at the point of believing that once you place an order for a dining table that is listed in their inventory, they begin to search for the wood for it. On top of that, despite talking repeatedly to customer service personnel by phone and in store, it has never once been suggested that we be reimbursed the $250 delivery fee PER ITEM given the situation. I understand we’re in very strange times right now, but it seems dishonest to continue taking orders when West Elm knowingly does not have your items anywhere in sight.

Called West Elm multiple times. Offered me $150 gift card (obviously to be spent on their store) when $100+ of it rightfully is mine (due to overcharging)! Was told they wont be able to return the overcharge to my bank. I said I would just return the chairs but was told I would still be charged the $249 delivery for which I disagreed. Finally they agreed to accept the return without the delivery charge. Transferred me to Ryder Last Mile to schedule the pick up. That company didnt have any record of me so now I have to call West Elm again! Imagine the time spent and the stress we have been experiencing.

On the FTC website it says: “If you can't ship within the promised time (or within 30 days if you made no promise), you must notify the customer of the delay, provide a revised shipment date and explain his right to cancel and get a full and prompt refund. For definite delays of up to 30 days, you may treat the customer's silence as agreeing to the delay. But for longer or indefinite delays - and second and subsequent delays - you must get the customer's written, electronic or verbal consent to the delay. If the customer doesn't give you his okay, you must promptly refund all the money the customer paid you without being asked by the customer. Finally, you have the right to cancel orders that you can't fill in a timely manner, but you must promptly notify the customer of your decision and make a prompt refund.”

When I emailed about the second delay, I was told there was nothing they could do, in my email about the third delay they said they would try to cancel my order. I did not hear back from them for a month and my order was still active. After the fourth delay I emailed again and they said they would submit a cancelation request, which they had already said that did but now it looks like they didn’t, I was then told to check back in 5 days if I heard nothing.

From other reviews on this site I recommend taking a look at ** and reporting grievances to **, it only takes 1-2 mins and the website is super easy to use. If you choose to file your complaint you can also copy emails from West Elm customer service into the description box. You won’t be contacted after your submission, but it just helps the FTC track cases like this.

I was finally happy until the furniture arrive. Coffee table was chipped and scratched, the chair's fabric was damaged with threads broken and patched. They left the furniture stating they will contact me for replacement of items and provide an ETA. NO ONE CALLED EVER! NO communications whatsoever from west elm either. So now I am stuck with damaged products.

Few days later I discovered the couch leather getting loose as you sit on it and it's wobbly while sitting. I checked the legs and figured all the legs are loose. After paying so much money and wait of 4 months I am now living with damaged furniture. Now I have no choice to call my bank and claim my credit card payment back as west elm is not willing to help on calls. And of report it to Consumer Affairs.

I called today 12/4/2020 to cancel the order of the 3rd curtain rod & asked how to return the other 2 smaller ones (since I bought them all to match), but was told I could only have store credit for the 2 that I originally received & now want to send back. I don’t feel that I’m being unreasonable in my request for a full refund upon returning these items, The customer service rep I spoke with would not give me any direction on how to escalate this further to a manager for resolution. I do not want store credit. It is not my fault as the customer that West Elm could not deliver the items in a timely manner. As it is, I will have to pay to ship the 2 curtain rods back, which I am also not happy about.

I understand that Covid is holding things up, so I have been patient at waiting for the remainder of the order. Being patient and waiting took me out of the time frame window acceptable to make the return. I should have learned my lesson a couple of years ago when I ordered a desk from West Elm & waited several months for it...I ended up canceling that order before it ever came. Horrible customer service for such a large, established company. Shame on them.

I am so disappointment as I had research long and hard for a dining table that would be available in December. I was never contacted about the delay and if I wouldn't had checked on my purchase details again I would had never known. I called customer service only to have them tell me that my only option is to cancel my order. No apologies whatsoever. Wish I would of researched the reviews about how unreliable the delivery service is at West Elm before ordering the furniture. It is not acceptable to advertise a delivery date prior to purchasing and then change it up without any explanation or notification. I understand Covid delays happen but accuracy should be stated as Anton table showed it was in stock when I purchased it. I also noticed that they charge for my purchase instead of charging when shipped.

3 months later, the couch finally arrives. The delivery crew immediately mentions that they have a company policy to not deliver couches to the 4th floor (uh, you have our address!). Second, their delivery people say that the West Elm sales team will do anything to make a sale and will lie about what can be delivered to apartments. After much convincing, they finally decided to come up and see if they would bring it. After looking, they said they wouldn’t move it and left. For whatever reason, they returned (whichever competent individual at west elm made that happen should be given a promotion).

Now, the unhappy delivery crew decides to take the couch up the narrow set of stairs so they can defiantly prove their point. We asked others in our building to verify, after the fact, and this size couch (92 inch) has been delivered to others. So, they left with the couch and the third part of this fiasco begins. We wanted to know our options and were still open to making another purchase of a smaller couch. This turned into a runaround with 5 or so customer service agents some of who just said to call the store we purchased from.

The icing on the cake is they finally said they would sell the 84 inch variation of the couch for $600 more than the 92 inch. When we asked why, it was a jumbled response of discounts not being honorable, quick ship vs custom order (because their website was so broken, they couldn’t confirm which it was - see point 1 above), and another non-response on delivery times. And oh, did I mention the 30 minute waits to reach the right person in customer service each time? So we were ready to eat up delivery costs, make another purchase, and once again the biggest enemy of the sale was West Elm themselves. At least they haven’t botched up the refund… yet. Judging by all the other reviews here, it’s clear that this is not a unique experience.

I received the table lamp the next day, and to my extreme displeasure immediately noticed not one, not two, but three flaws. First, the brass leg comes apart into two pieces and is held in place by two very small screws. The threads for one of the screws was stripped in at an angle, making it impossible to screw in all the way. Second, there was a large chip in the wood stain at the top of the wood piece, showing the untreated wood underneath. This chip remained visible even with the lamp shade on. Lastly, there are two bolts that hold the wood legs to the brass leg. Because the wood leg is tapered, one bolt must be shorter than the other - this is outlined in the instructions, which say one 40mm and one 25mm bolt are included. I received two 40mm bolts, which left one comically sticking out of the side of the lamp. I contacted West Elm and got yet another replacement issued and sent back the flawed lamp.

To be clear, my issue is in the process of being resolved - as soon as I receive the new lamps. I am happy with West Elm's customer service, which is why I gave a three star rating. However, I am appalled at the abhorrent quality control. Two lamps, on two days, sent from two different warehouses, were both damaged. I hope West Elm takes note of these issues and implements more stringent quality procedures to protect inventory from damages.

One of the five items I ordered was an office chair. West Elm's website says the item shipped in late October. I called once per week beginning in November to ask why it had not arrived, and the reps always assured me it would be here soon. Finally, on 12/2, after at least half a dozen inquiries, they notified me that the item had been lost. They said they could send me a new one, but again that it would not be available until February. Once again, I am certain that without my persistence they would have kept my money and simply never delivered the chair.

So, in the end I am stuck with 3/5 of the set I ordered, and still no money refunded for the two items I never received. I spent hours upon hours of time trying to track down items I spent thousands of dollars on. I will never, ever again do business with West Elm, Williams Sonoma, or any of their other affiliated companies. I strongly encourage others to avoid buying from them, as well.

I called the store and learned that "the staff at CS are there to make the customer feel good but they lie". I was provided another delivery date of Dec. 5. I called CS and the store today to make certain the Dec. 5 date hadn't changed. It had. I'm now told Dec 7-9. I've spoken to Anika, Storm, Petra, Liz ( twice) and Lindsay-all very nice and professional, but providing inaccurate or conflicting information. It's in transit, it's in NJ, it's in MD, it's leaving the warehouse, blah blah blah. Further, I had to initiate every contact about this item. I am still waiting for the table (well after the time I needed it) and still waiting for the promised discount. I would not order another item from West Elm. If you can't take it out of the store with you-don't bother.

Original: I placed an order in early Sep and was told the first item will be delivered in Nov and the second between 11/19 and 12/3. However, the delivery date has been pushed several times without notification and any explanation and I was told I might not be contacted by the delivery team before 12/14. Without so much money spent on West Elm, do I deserve a clear message and apology for the delay?

No confirmation email so I call just to make sure everything is ok. I’m told the order is cancelled, they are going to refund it instead of just reinstating it, and will not honour the sale price even if I wanted to purchase it again. The customer service tried to give me a discount to repurchase but said the system wouldn’t let him... I have now gotten another email, about the second dresser! Saying the same thing. Payment not processed. Call within 5 days or cancelled. I call right away with my cc over the phone and he says it was fully processed. Yet it doesn’t not even appear as an attempt on my card.

Please note all my cc info is correct, it is well within the limit, etc. It is not that it is being declined; there are not even Attempts made to process these payments- I called my cc and confirmed, there is not even an attempt from the company at authorizing; and if there were, it should go through no problem. Let me be clear again I AM JUST TRYING TO PURCHASE THINGS from the store and they are either unwilling or unable to sell me furniture lol!!!! I have the nightstands so I am stuck with having to call these people and beg them to take my money for the dressers - this is ridiculous.

I called West Elm and spoke with a very nice customer service representative to figure out was going on. We spent a good 40 minutes together while she tried to figure out what was or wasn’t being delivered since there were no notes. She reached out to the distribution center who informed her that the vanity was still being delivered today but without the hardware to assemble it- so the white glove crew would be essentially delivering a box without assembly, and that box would be sitting in my bathroom until the hardware arrived two months later.

I was then given two options- cancel the order altogether for a full refund or be refunded 20% and wait for the hardware or try and find coordinating hardware elsewhere. I chose the second option thinking I could find matching screws, brackets, whatever at Home Depot and I would still have an assembled vanity by this afternoon. Turns out some of the hardware is specialty hardware and Home Depot doesn’t carry West Elm sized screws and brackets. Did I mention I’m on a time crunch and this vanity was the last thing I’m waiting on for a house appraisal in order to refinance my mortgage by the end of December?

Another call to Customer Service and I was connected with someone else who was very nice and empathetic. May have been partly because I started crying on the phone, but she took her time and truly did everything she could think of to find me the dang hardware sooner than the Feb delivery date. But, alas, I have no hardware and will today be receiving a vanity I cannot use until February.

My gripe is this- damaged hardware/products or missing hardware/products has to happen occasionally. Was I the only vanity ordered way back in October that was missing hardware? With my luck, probably. But why in the world is there not extra hardware for the furniture, specialty or not, available for the West Elm whoopsies? Why did no one bother to call and let me know the hardware was missing prior to the day of delivery, and why are you just checking for errors the day it’s supposed to leave the distribution center? Why am I having to wait two months for $8 worth of hardware on a piece of furniture I spent over $2k on? I appreciate the 20% back on the purchase but I am losing way more than that by not having a finished bathroom for eight more weeks.

The worst part of it all is that they decided to ship my chairs to me for some reason and do what they call “front door delivery”. This was never told to me when I purchased my furniture originally in the store. I had to carry two 50 pound boxes up to my third floor condo. Not to mention, the chairs came unassembled which is absolutely ridiculous for the money you’re spending. Their website says that the chairs are delivered and assembled by their “white glove service” which apparently they do not honor. The first chair I unbox the legs are damaged and one of them has a huge chip in it.

I called my store and they offered absolutely ridiculous solutions: 1) They can ship me a new chair from another store AT MY EXPENSE. 2) I can lug the chairs back to the store to be returned. 3) They can send me a new chair that won’t arrive til February or 4) I can have the legs off of their USED floor model in the store. I’m not even sure how I’m going to proceed from here. The store is certainly going to have to do better to resolve this. And by the way, I still have no idea where my sectional is or when it will arrive. I expected so much better from West Elm and was severely disappointed.

Original Review: Nov. 28, 2020

I ordered an item late at night and was in a hurry and missed inputting the code for free shipping. I sent an email within minutes to the customer service immediately as I could not find a way to cancel the order online. I let them know I forgot to enter the code and asked to be reimbursed. They refused. Offered a merchandise certificate. I bought a Christmas present that was specific and would probably never shop here again anyway. I find it irresponsible of the business to not allow cancellation of orders within a certain time frame in case the customer makes a mistake. But even worse, they know that isn’t an option yet still won’t reimburse when you make a mistake. Very sketchy and DO NOT SHOP HERE!

On November 25 five days later we are seeing suddenly our delivery estimate has now been pushed back six weeks! We have no sofa and nothing in our family room through the holidays. The expected delivery is now December 30 through January 6. I have absolutely no idea how this company would allow such late updates and even after speaking with an associate to confirm what we May not have been able to see ourselves online regarding the delivery estimate. I am absolutely furious and cannot believe after all we have been through that this order was not prioritized as a result of our history. We have literally been waiting over two years to have a decent sofa From West Elm. I read these reviews and didn’t heed the warning but I am here to say that it can and will happen to you. This company needs to get their act together or go out of business.

After calling multiple times we were told Chair is available for delivery but they couldn’t reconcile payment so have hold on account and unless we pay for it again can’t be delivered. We sent proof of payment in our credit card statement, got credit card company involved to prove payment was sent to West Elm. Customer service is just not able to reconcile the issue and asking for payment again so cannot get the chair which is available for delivery.

We never received any communication from West elm about delayed delivery schedule or account hold. Every time we called we learned new information which was very frustrating. We had bought a lamp with the furniture which was delivered on time. Now they are asking us to return the lamp as they claim payment was not processed for it, which credit card verified was already paid to West Elm. Never heard of a company asking to return a product that was paid for and delivered. Do not fall for West Elm promotion deals unless you confirm the furniture is available for delivery in the warehouse.

Early September I received another email telling me that order was again delayed until late October-mid November. When I reached out they were friendly but still no reason for the delay. They reassured me that one portion of my sofa was complete and we were just waiting on the remaining pieces. Okay, fine. Then in early November I received yet another email with a new delivery date of Mid December. When I reached out to customer service I was told that some parts were on backorder. Backorder? I ordered this thing 5 months ago? I then proceeded to cancel my order. At first I was met with “well it is a custom order and those we cannot cancel nor refund." Eventually my order was verified as canceled with a 2-3 weeks waiting period for the refund of my $2800!

We are now the day before Thanksgiving and I still have not seen my refund! This has been a horrible experience and downright disheartening. I absolutely hated to cancel my order as that truly was the sofa I wanted. Maybe if you do order something custom made it actually gets delivered? Not sure but I would personally never purchase from them again and for any new buyers I would definitely be wary of ordering.

On the delivery day, they called me and said this time they couldn’t locate my dining table in the warehouse and it could take two weeks to one month to find the item!!! Now I am left without a dining table with the holiday coming. This company is a joke. Although I like the design, I would not want to pay another dime for the agony dealing with this company. It’s so poorly managed to the unthinkable level.

Original Review: I bought two rugs on Nov 6, because the website said they were in stock and ready to ship, and the estimated delivery date would be Nov. 11-13. I was charged on the day of order, but these delivery days came and went with no rugs. The status showed they are “preparing to ship”. After Nov. 14, the estimated delivery automatically changed to Nov. 19-23. There were no notifications or apologies. Today is Nov. 22, I checked and the status remains “preparing to ship”, which means it would not be shipped today or delivered by Nov. 23. Considering I have to pay shipping cost and surcharge, I have to say I am extremely disappointed with such unreliable delivery services! With the competitors such as WayFair offering free shipping and excellent customer services, West Elm should get ready to lose business in the future.

I contact Customer Service with the hopes of getting this quickly resolved. I am told the quilt is out of stock and they cancelled my order. The woman states that they issued a refund on 11/12 which will show up in 5 days. Odd because I never received an email regarding this, but okay. I ask for her to clarify if the refund was for the whole set or just the quilt as I would like to return the two Shams I now have that do not match anything. I am conveniently "disconnected".

Round two, I call back and am told they will send me a shipping label to return the Shams in 24-48 hours, great! 48 hours later, still no email to ship back the Shams. I reach out again and am told they sent a request to the returns department. One week later, no shipping label and I noticed my credit card isn't showing a return credit. Looking at a calendar the return should of been processed by now. So, I send another email and asked for the status. I receive a note back that they cannot process my refund (but wait, didn't you already process it on Nov 12th?) and the kicker! They cannot process my refund because they haven't yet received the Shams. The same Shams I've asked twice for a shipping label to return. So yes, you're reading that correctly. West Elm is refusing to refund me for the items that they did not provide until they receive the items they did provide, but wait, they still haven't provided a shipping label.

They do not even respond your emails through their web site. I learned early on visiting their store is hopeless. I am negotiating with my wife to go to an honest company, and purchase something else. She insists on waiting a bit more. They once again postponed the delivery date w/o letting us know by email or a phone call. I was fooled. If you are a hardworking person like me, don't get burned. These are the worst kind of people when it comes to customer service. The products they display may look nice , but what's the good for me if I can never get one. Or getting one causes me this much pain.

Original Review: I was charged for my order three weeks ago. For the past ten days I have been trying to find someone who knows what’s going on. Customer service hung up the phone on me when I asked what's going on. My wife, from whom I'm seriously consider getting a divorce after 20 happy years, for her choice of West Elm wanted me to go to the store we made the purchase.

Summit, NJ Front office manager says they got money from people, do not need deliver product in time, and they can still get away with it (I asked can you get away with it he said yes). I couldn’t believe his arrogance, yet supervisors in your customer service were no less. November,19,2020 was the day they displayed for the delivery of my items. No one called. According to their warehouse my sectional is at an unknown place. After six phone calls, one store visit I quit, and I decided to write them an email. Of course no one bothered to reply. I am repeating all over here. My order # **. At the time I am writing this complaint, my delivery date changed without any email/phone call or apology to me. Don't waste your hard-earned money with this company. Find somewhere else.

Sal

I initially was very patient due to COVID (as this was the main excuse for delays), however I have found that the computer system they use to track their inventory is completely incorrect. have to call the store frequently speaking to follow up with store managers, and then finally an area manager and ALL provide incorrect information. I was even told that the "election" had something to do with my custom-made couch sitting in a US Customs hub only to find out when I was finally "escalated" to a higher level retail support representative, that indeed it never was even in Customs.

At this point I have NO IDEA when I will be receiving my items or where they are. In a conversation today with the new support representative, I was given arbitrary dates, such as the couch MAY show up by December 30th, and the base of your table is available, but the glass top is not and MAY show up December 30th. If I could shout out to ANYONE interested in West Elm furniture I would tell them to run in the other direction.

Customer service only gives vague explanations around why it hasn't shipped and they change constantly, depending on who answers the phone/email. They can't even agree on what the delivery estimate means: a few said it's when it gets to me, others say it's when it arrives at the delivery hub. Their latest suggestion? To have ME call the manufacturer in North Carolina and hunt down the $2600 sofa. You would think for over $2k, they could make that phone call. Honestly, I've never had a worse retail experience. I will never purchase anything from them again, which is too bad since I truly like their designs. Once I locate another sofa that will ship in a semi-reasonable time frame, I will cancel this order. Do not shop here.

We contacted West Elm multiple times to try to resolve the issue and were asked repetitively to send pictures to the delivery quality team. We did as instructed and after each attempt never heard back from anyone. We contacted customer service multiple times who would then contact the delivery quality team and tell us we would hear back in 5-7 days. After two months, of repetitive follow ups we never heard back.

Finally we decided to call to resolve the issue. After 6 hours of repetitive calls and holds over three days and being told by multiple customer service representatives we would receive a call back from a manager immediately we have still gotten nowhere and never gotten a call back. Every time we call we rehash the entire story, even though each person assures us they are putting detailed notes into the system. Eventually they surmise on their own that we must speak to a manager to resolve the issue but can never seem to get a manager on the phone because apparently their managers are ALWAYS not on that day. They won't give you a full name or direct contact number or email. We still have a busted, terribly poor quality couch that we got at the discounted price of $2600. I will NEVER buy anything from West Elm again and I would advise you don't either.

The customer service representatives were rude in the delivery department. My telephone call was dropped on their end twice and no one called me back. I have yet to get an accurate status on this order. All I want to do is order another couch from a different vendor and now I don’t even know if this order is still pending. Extremely frustrating, never again will I order from this poorly run company.

I wrote a review on Consumer Affairs and was contacted by someone at West Elm who said that customer service is their top priority and that they would support. A separate West Elm customer service representative advised that this is the only date when my furniture can be delivered and asked if I could arrange for someone to come to my home to receive it on my behalf- during a pandemic. I advised that I cannot. Since that time, I have spent over half an hour on hold with their contracted delivery service, again trying to get them to schedule a date to deliver my furniture as West Elm is not supporting any sort of reasonable resolution but has charged me for undelivered furniture. The expectation that the customer should spend hours trying to work with their unresponsive contractor to achieve delivery of furniture West Elm has not provided is ridiculous. Consumers should go elsewhere.

Original Review: I ordered a desk in early August 2020. It was on back order for months, and I was eventually notified it was ready for delivery on October 19. Since that time I received first a notification from Ryder, West Elm’s contracted delivery company, that there are no deliveries to my area, and after calling them twice was finally provided with a single option: November 17th, which is another month after the desk was ready for shipping. I am explained to Ryder multiple times since then that I need an alternative delivery date as I am out of town. I was told one would be provided additional Options but over the course of weeks, I simply get automated calls presenting only that date.

When I call in person, I’m again told other dates will be added. Eventually I called West Elm and asked them to step in and resolve this as they have charged me for an undelivered product, and customer service advised me they can do nothing to help me as they don't deliver their own furniture, and aren’t responsible for delivery. Never again.

I contacted customer service to get a status update and was told they cannot guarantee it will be delivered before Thanksgiving nor by Dec. 4, but it should be delivered by Christmas! What?! From all the other complaints, it appears as though West Elm provides a “reasonable” delivery date to get the order placed, then continues to push the delivery date out. Therefore, I am left assuming we will get another email pushing the delivery date out yet again. Had I read the reviews we would not have made this purchase. I cannot comment on the quality of the sectional, I'm sure it will be nice, but can without a doubt say there are other comparable furniture companies out there that honorably fulfill their delivery dates. Very disappointed and still stuck without a sofa.

Third and fourth time calling into CS, no one knew how to get in contact with the warehouse because they are contracted with multiple wholesalers that have no contact info nor any level of accountability for items purchased directly from them. I feel really bad for the CS agents as they have no idea what to tell customers and appear to not be getting any information from their company leadership on these issues. Save your time and your money.

That’s not the worst of it. My wife and I had to endure more than 10 phone conversations (with long periods of time on Hold) with West Elm and the company that handles their warehouse/delivery. I have been very patient and polite, but the West Elm call center did not treat me respectfully. I suggest shopping elsewhere. West Elm is terrible.

After calling West Elm multiple times and talking with several supervisors, I was assured that they would sort out the issue. Finally, I was given another delivery date for mid-December. Unsatisfied with this, I asked for a refund. They picked up the two half units but wouldn't issue me a refund because I didn't return the whole units. Which, of course, we never received in the first place. After patiently explaining that I couldn't return what I never received, they agreed to issue me a full refund. What I got, however, was a refund of around $1350. When I called them again, they told me that they made a mistake and that for some reason, $750 had been sent to me on a store gift card.

At this point, I was told that they would cancel the store card, and I would receive the remainder of my refund within 48 hours. That was 10 days ago. When I called them back, I was told that the refund was still processing. How it takes 10 days to cancel a card and issue a refund is beyond me, and also beyond the sales associate I talked to. I am still waiting for the remainder of my refund.

To say this has been by far the worst retail experience of my life would be a HUGE understatement. The most frustrating thing has been their awful customer service. I have probably called their customer service line 10-15 times over the course of this awful 4-month experience, spending countless hours on the phone. I have talked to supervisors and front-line people. Every time it is the same. They are very sorry for the problems, and they suggest a reasonable-sounding solution. Then I wait, and nothing happens.

I have never had a follow-up call from anyone, even though I have been promised follow up calls on multiple (at least 4 or 5) occasions. Even when I have someone's contact information, they have not responded to multiple e-mails for voice mails. I talk to a different person each time. There is no sense of personal (or corporate) responsibility, which makes you feel like customer satisfaction is completely unimportant to them after they have got your money. The bottom line is this. If you have no problems, then West Elm is fine. I have always got good quality merchandise from them. However, if there is some issue, then their customer service and general levels of competence are truly terrible. I will never buy anything from them again, and I urge other people to do the same.

She wasn't a customer service rep overseas that just sees what the computer says, she sold me the sofa and knows I had been inquiring because the window was over. I am in awe that she thinks that response is ok. She made mistakes with my initial order and just continued to fail us. It's been over two months since I made the purchase, over a month since they charged me and I have no idea where my sofa is. I’ve called and emailed West Elm customer service multiple times and nobody has any idea what to tell me, their system has no way to track their items - how is that possible? I highly recommend making big purchases elsewhere and if you research the company on social media you will see this is a common issue, wish I had read the reviews.

For my trouble, I was offered 30% off of a new order and was told my best bet would be to order something that is "in stock and ready to ship". I looked around at other sites but ultimately, this is the couch I wanted and was willing to get it in a less desirable color if that meant it would actually be delivered to me. Has it been? Of course not! In fact, despite it saying "in stock and ready to ship" to my zip code, it was immediately backordered as soon as I put the order in. It is *still* listed as in stock and ready to ship online so why was it backordered for me?

Then all of a sudden it wasn't backordered but I received no notification other than a charge to my account for the full amount of the sofa. There's been no movement on tracking, no contact, no notification. Just a charge. What am I even paying for? I contacted the representative that offered me the 30% discount only to learn that they will not return to the office until March. What am I supposed to do until then?

30% off just doesn't seem like enough to deal with this again. To have ordered something in August, have to place a new order, and still have nothing to show for it in nearly January is ridiculous. Currently searching for a Harmony 92" couch dupe because with my luck I'll end up needing to cancel again and get something else from somewhere capable of fulfilling at least one order, one time.

Original review: I ordered a custom sofa - harmony 92”, extra deep, moss-colored - intended to be the focal point of my home. The pop of color to round out the living room. Instead, I’ve still got nothing! I ordered at the beginning of August during a sale and abided by the 6-9 week window they gave me. They said the end of Sept/beginning of October, fine. Then without warning or even prompting it changed to the middle/end of October. Ok fine. Contacted customer service to see what’s up and this is when things really get awful.

Through contacting customer service (via email) I learned that West Elm actually has absolutely no contact with the people who make their furniture. They cannot call and check on an item number, they cannot send an email to check on the status. There’s absolutely no contact whatsoever! The rep tells me to be patient, so I am.

I check again mid-October to see that the date has changed again to mid-November. No prompt, no email, no notification. Nothing. I contact customer service again, same answer except now they tell me “you can try to cancel, but it may not go through. We can offer you 10% back when it arrives.” Can they tell me when it will arrive? Nope. No assurance that I’ll ever get it. In fact, when I responded about the 10% I did not receive an email back and instead received a survey to rate the customer service. Personally, if I knew that I did not provide good customer service I would not ask customers to rate it but whatever.

I check the date again after contacting CS and got an email this time saying it’s been delayed until December. Imagine having to sit on the floor or makeshift cheap seating every day from August to December knowing that you spent $2000 on a couch you may never see. Imagine that. If I contact customer service again, they will likely tell me again that they can’t contact the warehouse and it’s useless so now I have to sit on floor pillows and plastic chairs until whenever it decides to get here and then I still have to pay 2000 for it.

Supposedly they escalated the issue and would contact the vendor to verify status of shipment. Still no resolution. It is now October 16, my credit card was charged more than a month ago, and the item has not shipped. This is my first and last time ordering from West Elm online. That West Elm does not offer or show customer reviews on their should have been a red flag. My mistake was not looking for reviews elsewhere. If my item does not ship today, I am cancelling my order and requesting a full refund. This is unacceptable and very poor customer service. Never again!

Original Review: Oct. 8, 2020

Purchased two defective Auburn Sofas. Arrival time was fine even during COVID. However, one of the sofas has a broken leg and cracked joint. The other ones look like they will break soon after. Note that I barely use them. The cracked joint was either shipped that way or broke within a month of arrival. It's pretty evident from the countless reviews that the quality is terrible. Unfortunately I read the negative comments and articles after purchasing a West Elm product for the first time and will never ever buy from Williams-Sonoma or any of their subsidiaries. I don't recommend you do too. Their customer service is no better. I know they are trying to do their job and some of the reps are quite friendly but useless. They will give you the runaround and hope you give up. I have followed-up seven times in the course of 2.5 months providing ample time in between to do their research. Still waiting for an answer. Don't waste your time or money as I did.

A week ahead of our delivery window, I called the store to see if the order was still set to ship in the estimated time frame and the employee on the phone mentioned that my order was for the urban sectional in olive distressed velvet (which is the incorrect model and fabric for my order). It turns out, the reference number for my order was given to another customer so their order was assigned to me. The sectional my fiancé and I spent an hour picking out was never made. So, my only option was to cancel the order and either order the couch again (hoping that this error didn't happen a second time) or go elsewhere. Not trusting a mistake to happen again, I wanted to cancel my order and move on. This was a week ago, and I have still yet to be contacted by the West Elm customer service team to process my refund.

I've called the poor store employee who sold us our sectional several times and she keeps escalating the issue, but I've had no success yet. I find it strange that storefront employees have to repeatedly reach out to corporate for an issue that seems so straightforward. I'm a bit frustrated that I've not only lost 7 weeks of waiting in my new house for a sectional that was never made, but now I have to keep calling to get a refund for an error that I was told was West Elm's fault.

This has been such a negative experience that I will never shop at West Elm again. I'm kicking myself for not hopping online to see the horrific reviews that pre-dated mine. I could have saved myself 7 weeks of waiting and the ongoing saga of trying to get a refund for a sectional I'm never going to receive. I only have kind things to say about the staff in the store I visited, but unfortunately, good customer service when you're placing an order doesn't make up for the fact that our order was incorrectly placed and we're struggling to get a refund.

While the pandemic has caused a lot of different issues, we have placed many home furnishing orders over the past few months from multiple retailers and I have not had anyone including sister companies of West Elm hold in stock items for months on end because one item is not yet available. I have also been asked to make a deposit for some items, but I have not had any retailers charge me in full for items that they are not actively in the process of delivering to me. Although it may be reasonable to ask customers to wait a few days or a couple weeks for an order to be delivered in it's entirety, it is unfair and unreasonable to ask people to wait 4 months for items you have available and are essentially holding in storage. Also, you are charging me and expecting me to pay for the items now although I won't receive them or be able to use them for months after I have to pay for them.

On this date, learned no refund had been issued but merchandise card had been voided (aka no refund submitted). Assured that would be submitted immediately. Requested to escalate to supervisor. Supervisor refused to send an email confirmation for my refund, that was my only request so I would have something in writing. It seems like they are refusing to refund me for a product I did not receive. Receiving payment for an item not provided is FRAUD. I am currently working with my credit card company to receive a refund (it is now October). I have also submitted an official complaint with BBB as this company keeps reassuring me the refund will 'be there tomorrow.'

Every time a speak to a new associate they look at my order number to find that the refund was not ever requested but tell me they received the okay from their supervisor to issue one today aka no refund was ever previously submitted. I am still awaiting my full refund in the amount of $1127.67 for a product never received and an order placed in July, it is now October.

Of course we were chagrined to learn that the West Elm warranty only extended 30 days, which is ridiculous for product quality issues that are not visible until you use the items for a period of time. After 3 email exchanges, West Elm offered a measly 15% credit, which is unusable since the closest store is now over an hour away--because the local store failed. I encourage you all to boycott West Elm, especially for dishes and housewares.

I called this morning to find out what was happening with it. I wanted to cancel at the point because I got this chair for the express purpose of remote teaching. I was told the policy is that it is not cancellable since it’s a custom item. However, clearly they haven’t started building it yet. As of today, 9/29/2020, the website lists the item, if bought TODAY to be December 7-21. I just want to cancel the order, since the item is SO late. Additionally, there’s not stopping the item from being ouches even further back, into 2021. I will never purchase from West Elm again. Also, all of these date changes were made without any notification to me, so I had to check on the site every single day. I consider this a complete bait and switch. Had I known the item would take 6 months to deliver, I would have not purchased in the first place.

I had spoken at the time of ordering with the sales rep and the manager that I did need the couch by September 30th as I'll be having elderly relatives staying with me and they guaranteed it would be delivered between September 16-30. It is now the end of the month and I have been told now that I won't be receiving my sofa until mid to end of October, three months after I had ordered it. My husband also spoke with the manager, who was incredibly rude and unhelpful. We had been planning on furnishing our townhome with West Elm furniture but after this poor experience, we will not be purchasing any West Elm products in the future. I have ordered from Crate and Barrel and Milano's this past summer and have had no issues in terms of delayed delivery times and their staff have been nothing but kind and courteous. I would recommend them instead to any potential West Elm customers going forward.

I have $300 reward placed towards my total purchase of $2100. When they refunded the duvet, they refunded the rewards dollars which expired on 9/27. Then the bill comes in for my sofa and $249 shipping without applying my rewards, because it's expired the day before!!!! If possible, don't use their credit card, and even more it's not worth buying products from west elm. They don't hold any inventories, but place order to manufacturer directly on your cost to pay the shipping.

Afterward they call me to try to sell me on another table instead of refunding me. Also, I had to pay extra for "white glove delivery and assembly" for a small side table that I easily could have assembled myself. (It was MUCH easier to assemble than the chairs for example!) At this point I am still waiting on a dining table which was supposed to be delivered over a month ago. The website just keeps updating the expected delivery time to be later and later and later. Good luck getting a human on the line to help! In the meantime me and my family are eating our meals on the floor and I am left feeling scammed out of thousands of dollars. Live and learn I guess...

On August 28th they initiated a box search to attempt to locate the missing sectional piece. There was no follow up from customer service. On September 3rd, I spoke to a rep who was able to locate the sectional piece and said it had been scanned in at the loading dock of the distribution center. She scheduled delivery for September 21st of all three pieces of the sectional. On September 14th I made a delivery appointment to have a rug from Williams Sonoma delivered on 9/18. When I called, they said they would be able to deliver the West Elm Sectional that day as well. I called back on the 17th and said that I wanted to make sure that all 3 sectional pieces would be coming. They assured me they were and they emailed the distribution center to confirm.

Friday comes and the delivery team has only the rug and 2 out of 3 pieces of the sectional. I call West Elm and they apologized and said the 3rd piece will be delivered as planned on the 21st. We scheduled a delivery window for the 21st and that time comes and goes and when we look at the online order, the sectional piece has now been pushed back to still “in transit” and our new window is 9/21-10/5.

When I call to inquire, I get passed around to different departments until Matt from the furniture team tells me that he is initiating another box search, but it’s 50/50. The piece is missing and we may have to reorder. He says to call back Thursday. He also transfers me to the distribution center and the person there could not have been less helpful. "We don’t have that piece of furniture. It’s coming by the end of the week." "Oh really? When?" "You’ll get an email when it is ready to schedule a delivery." Ahhh!!!!

I call back today and follow up. First off, if another person reads off to me what I can see online I am going to have a meltdown. Second, they see no note of a 2nd box search being requested. After one person hung up, I called back and was assured that she will look into what’s happening and call me back tomorrow around 1pm with an update. Should we take bets on if that’s going to happen? Will I have 2/3 of a couch forever. Probably. I also want to say that all other furniture I have ordered from Target, Etc. has arrived on time (or before). Funny how logistics can work...even during Covid times.

My husband and I have called 4 different customer service lines and emailed 3 different customer service email addresses multiple times each day the last 3 days and have had not one single person contact us or help us at all. Not even give us a status. We dropped $2500 on something that was supposedly delivered to us and have now had zero contact from anyone. We are extremely disappointed and were so excited for the furniture. This is insanely terrible customer service and at this point in time I can easily say I will never order anything from West Elm again unless it's fixed. My mind is blown that we can't even get one person to simply give us an update.

In addition, I bought a large round wooden mirror and some large glazed ceramic planters recently during one their promos. The stain on the mirror had drips and defects in several very obvious spots. One of the planters was great, but the other was chipped and defective in numerous spots. The pieces are large, so not sure how the return process will be. Hopefully I can return to store.

When we got home, I looked it all up on the West Elm website and realized that we could have done a chase on one side and the terminal chase on the other. That is what my Mom wanted, and we found out the ottoman in place of the chase would stick out quite far, blocking the fireplace. We wished we would have known that was an option because it would fit much better in her room. So the next day (yesterday, 9/9/20), she called the store to see if she could have the ottoman/side couch piece changed to the chase instead.

The couch isn’t expected to be done/delivered until late November and since we called the very next day, we didn’t expect this to be a problem?! He said that the order “already went to the vendors” and that they couldn’t change it... This is not even a full 24 hours after we placed the order! On a big item and order this expensive I would think they could make a change since it was only the next day?! Especially since we know they haven’t started working on it yet! We wouldn’t have even asked if it was weeks after, but this soon after we thought they could help us out. Seriously so disappointed. I have heard stories like this about West Elm before but hoped I would have had a better experience as I love their aesthetic.

Over 2 months goes by and it was finally ready at the end of February. This time upon delivery the replacement had giant seam running through the center of the Chaise cushion, the corner of the wood leg was stripped and the chaise was wobbly and the front no longer touched the floor! West Elm your quality control team is terrible! How do things like this happen and twice to the same customer on the same order!?

It is now September, 6 months later, I have gone through an entire pregnancy and had a baby at this point but still don't have the couch. At this point West Elm has not given me any update calls nor do they respond back to my messages I leave with their customer service team. They have pushed the service date from April to July to now October. I am still without the replacement couch.

I have had to take off work twice now to wait for each delivery. I have tipped the delivery team as I am aware that it is not their fault West Elm has poor quality furniture. I have spent many hours on the phone trying to get answers and resolutions but to no avail. West Elm has not offered me any compensation or money back for any of the inconveniences and although I have paid for it in full I still do not have the final product. I will never order another West Elm piece!

I have spoken to supervisors and managers and after getting the back and forth countlessly, I was told the order could be cancelled BUTTTT the custom order build had to be completed to cancel it. "Ok," I said. SO here I am, extremely frustrated as the build is taking an extremely loooonng time. Honestly is someone hand stitching the fabric for the couch? I don't understand! I had no idea dealing with a 'reputable company' had to be so painstaking. Every time I email for resolve or an update as well, a different representative responds, with the same cookie cutter response. I rarely have regrets, but dealing with West Elm is one!!!

We have spoken to 5 different store employees and several customer service reps. This past week, we were ensured that the table had arrived at the deliver center and was en route "On the truck" to the store. Although, the store employees weren't sure which day the truck would arrive, it appeared our table was on that truck. Well, the truck came and the table never showed up. The tracker indicates it was "in transit to store" and is currently "preparing for pick up." No one seems to know where the table is.

We have been given different messages from multiple people with no real solution, other than someone ordering a "back up" table that is scheduled to arrive in October. The more and more reviews I read, the more disheartened I get that our table will never arrive or if it does, there could very likely be damage. We are considering canceling our order and returning all the chairs at this point. So much for graduating from Craigslist/IKEA and buying our first set of adult furniture for our new house.

We called months ago and spent roughly 30min on the phone with a service rep who then apparently never escalated our request. Then I called again recently, went through the entire process again, just to be told a week later via email that our request doesn't fit their parameters. Nothing else, just "doesn't fit". I will be sharing this with everyone I can. DO NOT BUY THE LEATHER VERSION OF THIS COUCH. While it is the most comfortable couch I have ever purchased, we wasted our money and now have an old looking couch that continues to peel off the leather. I would recommend the cloth version or finding another company. West Elm is the worst to work with.

After contacting customer service they said they would send a new shelf once I sent back the defective one. That's right, like another reviewer here, I was appalled that they wanted me to go through the motions of returning a defective item during a pandemic (I sent them pictures). They waste my time sending me a defective product (where's the QC) and then I have to waste more time returning said useless product to them??

The second incident came when I ordered a table on July 14th. About 2 weeks later, I received a text to schedule my delivery. I scheduled for Sunday, July 26th. They sent a confirmation with a delivery window. I waited all day that day, no delivery and no call. I tried calling the number on the confirmation email but they were closed on Sunday!! So I call customer service on Monday and, after being passed around, was finally told that my order never arrived at my local hub so they couldn't deliver it. So why didn't they call to tell me that?? When I check the status of my order online it says "Delivered on July 26th".

It's now August 15th. I've called 6 times to find out where the table is, worried that the erroneous status will cause further confusion with delivery. Each time I'm promised a call back from someone at the delivery hub, each time no one contacts me. I just called back to cancel the order. At this point I just want my money back. The woman says I should receive an email regarding my refund. Still haven't received that email, but the order status online now says "return started"...ummm, no! I NEVER received the table. How can I return it?! I just want to cancel this order and get my money! I have a feeling I have many more customer service calls in my future until I get my ~$1500 refunded... Never ordering from this company again.

At the end of week, I schedule delivery and took the day off work when they were going to arrive. I received a call the day before in late evening that they don’t have item now. This was 14 hours before item was going to arrive at home. Now they’re telling me item won’t arrive for another month, but they’re not sure. So if you have a few months (maybe) to wait for your furniture and can drop anything at any time for them to arrive then maybe West Elm is for you, but I would use any other furniture store and will give you better quality furniture for the price and will actually arrive when they say.

They waived the delivery for the inconvenience about 2.5-3 months in and insisted it was really coming a week later. A week and another failed delivery later, I finally got a call saying it turns out I was in delivery limbo because they had actually lost the order. I said I didn't really want to bother waiting again unless there'd be a discount greater than the standard 10% and they said they'd do that for me given the craziness, but I had to wait until after delivery to be given that. Fine. They said it would be here in 3 weeks but 4 weeks pass with no information.

I call to ask for them to make sure it's actually coming and they say they'll get back to me in 24 hours. 2 days later I call again and they say it'll actually be 72 hours before they can tell me tracking info. Okay, another 4 days later I call and say I haven't gotten any calls or emails and they say they can schedule delivery for real this time for that week. Fine, the couch finally comes over 4 months after ordering.

I call within a few days to follow up, but they say that because they waived delivery already, I'm not entitled to any compensation. I tell them that was 2.5 months in and before the order was noticed as lost, and that I only agreed to a replacement order on that condition. They then offered 10% max and I say no thanks, this has truly been a nightmare, I'll return it then (the couch quality was low enough that it wasn't worth it even with 10% off).

They then said the couch was flagged as non-returnable. I waited 40 minutes on hold, hung up and called again, got hung up on accidentally twice, then finally got ahold of someone. After 3.5 hours on the phone with her going over what the reimbursement should be, she said I could return the couch, but I wouldn't get $149 back. That's the price of shipping & processing they had "waived". Apparently they applied that to the second (replacement) order, and I'm still being charged for shipping and processing on the first (lost) order— meaning, they charged me for shipping & processing on an order that never got delivered. This feels truly fraudulent.

Anyway, almost 5 months later, I'm now out $149 and the couch is being picked up in 3-5 days. Back to having an apartment with an empty living room. Sigh. They claim someone will call me but couldn't give me a ballpark timeframe, and based on my past experience, I can't imagine anyone is going to call. I'll never order from them again. I was let down on the delivery as well as the couch quality. Just in case anyone wants a quality review, it was the Andes Sofa, and it's strangely stiff such that if someone sits on one edge of a cushion, the other edge pops up.

I mean it was a big purchase for our first home, we never expected the service to be this bad. I would warn everyone who is planning on purchasing stuff from here that we have had a very bad experience so don't buy stuff from west elm. Try purchasing it from Crate and Barrel, Rove Concepts, CB2. They have an amazing service.

After long shipment delays, that I was willing to attribute to COVID (even though other companies didn't seem to have the delays West-Elm did) I tried to call and have the shipping address changed for items that had yet to be shipped, as my husband and I were moving and never anticipated a lighting fixture (that was supposedly in stock) taking months to deliver. The customer service agent lied to me and told me she changed the shipping address to our new address, but it did not change, and even though I called back several times to confirm, as the item was not arriving, each new agent confirmed this change. Finally, the person who bought our house dropped the item off to our new house because it was shipped to the old.

This is NOTHING compared to what I am going through now - almost four months after my initial orders. I am waiting on two couches, a dresser, and headboard that I have been told will be delivered for two months now. Every time I call, I get lied to and passed off. I have no idea if or when we will get these items - it's always next week. On top of that, I have paid for them in full and today I was told that the dresser is showing as already shipped and received - this after I've heard 100 times that the order will be shipped all together when they have all the items (up until now the 'hold-up' has apparently been the headboard). I am now supposed to wait another week, so they can try to figure out what is going on.

Lastly, my credit card has a $3500 pending charge from West Elm for items I have already received and paid for - they've assured me if it goes through, I can call back and try to get a refund! I would never recommend this to anyone - I am extremely upset, frustrated, and lastly, without any furniture for my new home after a ten thousand dollar investment.

I have been going back and forth with customer service for weeks. There are no processes in place and I NEVER get the same answer twice. They do not notate anything in the system for some reason unless I specifically request it. I have probably spent 10 hours on the phone with them at this point. This includes a day where they forwarded me to the furniture department 3x which was a silent line for 20 minutes and then would drop. Shady...

A week and a half ago the customer service told me my order was cancelled since it kept getting pushed. I even ASK IF I WAS CLEARED TO ORDER A NEW COUCH. They told me someone would call me in 3-5 business days to confirm that I wanted the couch canceled. I ordered a new couch from Interior Define. I checked West Elm a week later and saw that it wasn't cancelled on the site and also no one had called me to confirm. I called customer service AGAIN and they told me it had not been cancelled and they might have just said that to me to "calm me down." They told me they'd request cancellation and someone would call me Monday.

Well SURPRISE SURPRISE - no one called me on Monday. I called on Tuesday and they said even though it hadn't been shipped they couldn't do anything and that I'd have to return it after delivery. I asked if I'd be refunded the $250 delivery charge, one rep said yes, the person I spoke to after said no. They said they'd have the manufacturer call me in three days to confirm... Yeah, no thanks. West Elm did not call me NOT ONE SINGLE TIME they told me they'd call me. Here are the main takeaways: shady, will never call you back, conflicting messages from customer service reps, constantly will push delivery date back, mediocre quality, high delivery charges compared to competitors. Terrible shady company. Do not buy from them unless you want to torture yourself.

Calling the customer service line doesn't help either. I made 4 calls and was promised a $40 credit for a damaged item that was never posted to my credit card as promised. Then, I received a mysterious charge on my credit card for over $500-no one at customer service could answer why I was charged that amount since I have already been charge over $2200 for items and shipping fees for items that were shipped. Customer Service actually said I should have been charged over $600 but couldn't say for what! 2 items were back ordered and supposedly I wasn't charge for them. The numbers that customer service had did not correlate with the numbers on my original order! Bait and switch all the way. 'Customer Serve Us'. This company perpetrates fraud and customer service personnel do not have the information to support the customer. AWFUL. NEVER AGAIN. I plan to pursue complaints wherever I can...

We made another order of some bedroom furniture in the beginning of April. It took some doing but I finally got my rewards attached to that order. Unfortunately, yet again, no email to notify me. We never received the Key Rewards for the second order we placed, a loveseat as well as a dining set, despite the fact that the lady wholeheartedly promised that we would be receiving them on this very order.

Fast forward to today, I finally see that the barstools I need to finish my dining room are finally on sale. Yeah! But no... because that is when I found out I was missing Key Rewards. That wasn't until after spending over 50 minutes with, well, let's just call her, "Bless her heart!" because she was, well, Bless her heart! not carrying a full deck of cards if you know what I mean.

I would rather them just not have the Key Rewards system because that is at the heart of all my issues with West Elm. The people have overwhelmingly been lovely and seemingly helpful. I am going to chalk the problem up to the logistics system they use to manage the Key Rewards accounts and points. Needless to say, they have lost a very loyal and up till now very patient customer. Elizabeth B.

We called, get hung up, yelled at, no one from the company understands our frustration of not having a sectional for now going on the fourth month. We have five kids under 5 years old with a half of a sectional in our living room. We just would like someone to hear us out, give us a solution, a borrow couch from the store, your office....for us to sit on ASAP. We have been sitting in the floor for too long and also been paying on a sectional that we don’t even have.

I was on the phone today with you guys for about two hours just to get a solution. We finally connected with your lead and manager, but was not able to talk to them directly but through a rep that was helping us. We have came to a conclusion that we are going to cancel the order and get refund for the sectional back onto my West Elm card. I was supposed to get a confirmation email, which I didn't - and I also check with the Comenity Bank and there's is no activity on the refund made back to our card - which both was promised and confirmed with me that was going to happen today. We just feel lied to...just so that you guys can get us off the phone. Not sure where to go from here???? Order number **.