West Elm Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I bought a small townhome after my home burnt down, so I needed to buy all furniture. I couldn’t figure out how to make my downstairs a living and dining area without feeling crowded. I went to West Elm and the designer designed my area on her computer. The delivery was on time and clean and careful and when they brought in my buffet and it felt crowded, I just asked them to please take it back. Then, if you have their credit card, you get a lot of money back in rewards. They are my favorite company!

Long story short; the custom ordered Harmony sofa arrived and immediately I noticed the poor quality in the frame joinery. At one side of the arm, several joints were protruding out and not flush. Clearly an issue with how the frame was made. Dealing with WestElm is a nightmare. Be prepared to have them stronghold you on your purchase and leave you bitter. On top of this their 3rd party delivery company Ryder scratched some walls from their so-called "White Glove" service and WestElm has shown no sign of accountability. There are way better companies out there. DO NOT RECOMMEND.

So I ordered a duvet cover on Sept. 5th from West Elm. This was my first purchase from them and a bit of a splurge. I was pretty excited to about it. About 2 weeks later I received a package but when I opened it there was no duvet cover only a change pad cover and a slipcover for a breast feeding pillow. Ok... So I called right away and turns out they had messed up the order and would send a replacement right away. In the meantime there was a price drop of over $100 so I thought it would be worthwhile to order the less expensive one and return the more expensive replacement one because of course this is the one company that doesn’t do price adjustments. So I receive both duvet covers around the same time.

Had to escalate to corporate and they resolved it appropriately. However, there is still a problem with the WALL put up by the customer service department that does not appear to handle things well.

I ordered a sectional in August 2019 (I spent over $2000) with the expected delivery in October. I called closer to the date and they confirmed I should be getting a call in two days to schedule delivery so I sold all my current living room furniture. The date came and passed. No one called. I called multiple times to the very rude and unhelpful customer service who clearly let me know they simple didn’t care nor could they provide me ANY information. After hours of holding, being told 10 different things I started emailing the company and called the direct store only to find out a month later (middle of November now) that they lost part of the sectional.. no one could find it, it went to the wrong place. They had to reorder it and now I will not get it until LATE January 2020. This leaves me without any furniture for Thanksgiving or Christmas in my living room! Let’s hope it even makes it to me, 6 months dyer I ordered it?!

I ordered a dining table which came with a $150 delivery charge which seemed steep but then I saw I could chose delivery date AND desired time frame which was great. The day it was to be delivered, I received timely text and email updates providing tracking information. Once it was close to the delivery time, I checked the tracking and saw it was 25 min away (great!). 2 hours later, I have not received delivery nor did I receive a text or email notification. I pull up the tracking link and it simply states "order cancelled" with no other info and to call a number to reschedule.

We ordered a couch and it was "in stock" and was to be delivered in a couple of weeks. The delivery date was then pushed back 2 more weeks due to distributor issues. Then a couch was delivered within the original delivery date but was not only the entirely incorrect couch but it was dirty, hairy, and very broken. Even the delivery crew said we needed to refuse the delivery after seeing it. Whatever, they'll probably make it right. NO. I call West Elm and am just connected to different people on the phone waiting 10-15min to talk to each one. Finally I get to talk to the person I need to. They are incredibly unhelpful and rude to me the entire call saying that they can't do anything to expedite another delivery or see if that couch is even in stock. I ask to speak to a manager and I'm hung up on. I call back and the next person says to call back in the morning.

My queen size bed with 6 drawers, are a poor quality product. Drawers are not closing and are opening which is dangerous since there are all around bottom of the bed. I called 3x customer service; they said they cannot do anything! I was expecting a little more care for such a well known brand! Never buy these!

I am a second grade teacher. I absolutely can not be home before 3:30. The first time I scheduled to have a piece of furniture delivered, I explained this to them point blank. The delivery arrived at 2:30. Surprise! I wasn't there. I called to reschedule, again explaining the situation. I can't be home before 3:30. They gave me a "requested" delivery window between 4-8. This time, they showed up at 1:30! When I called the delivery service the THIRD time to reschedule the delivery, they basically shrugged their shoulders. Absolutely making no effort to help me with my dilemma. I honestly have never written a review, but honestly I'm so disappointed, I probably won't order from them again.

I ordered a wallpaper based on the description (searched for white and gold) what I received was beige and brown. There was no information on my orders for how to return the item so I had to call West Elm and wait on hold to speak with someone to get a return label. I shipped the wallpaper back (6 - 2x4" sheets) in the same packaging it had arrived to me. A week later, I still had not received my refund (over $400) so I called West Elm. I was told that the return had been processed that morning for 1 roll of paper. I informed the person that I had, in fact, returned all 6 sheets and that it wasn't rolls, but individual sheets rolled together. He said he would get that corrected and I should get a total refund. One week later, no refund for the remaining sheets.

I ordered two Emmerson benches and a matching dining table. I received the two benches finally after a long wait and one of them came damaged. I’m waiting for the dining table. I’ve been told countless times over the phone different eta times and it’s getting ridiculous at this point. I’ve been told 4 times now a different date and even once a delivery schedule they didn’t show up. And the credit card back and forth being refunded and then charged again over and over. No I’m trying now to just return everything. I’ll order my damn dining set now from Ikea.

STAY AWAY from West Elm. They are horrendous in terms of delivery and customer service. We ordered a couch beginning of September and expected delivery first week of October. On the last date of delivery, they told me it won’t be ready until Jan 2020! This means no couch for us during the holidays and we were also told there are no other options. This all took over weeks of poor communications and lack of information. Save yourselves some heartache and go to Crate and Barrel or ANY other stores. I would give 0 star if I could.

Original order came. Legs did not match. The sectional is not the distressed Velvet mineral gray, but instead a green color when compared to the correct color of the ottoman. (See photo Exhibit 1a). The corner piece sat lower than the rest of the sectional. (See photo Exhibit 1b.). Second order. Refused the delivery since the color was still off. Delivery team also took pictures for their records. Third order. Cancelled over the phone since CSR (recommended to refund the order and reorder in a different color. (Dove performance gray).

I have spent over three thousand dollars in the last 6 months at West Elm. I recently placed 2 separate orders online the same day and paid full price plus shipping. The day I received orders I also received an email about 20% discount and Free Shipping. West Elm would not honor the promotion. Customer Service is horrific and product is "POOR QUALITY". You are better off at Walmart!

I purchased two bedroom sets for my daughters rooms from the mid-century collection in white. Although the furniture definitely yellowed slightly (which is normally expected) the top shelves on the tall bookcase got totally yellow. The furniture looks like it was bought at an antique store after less than 3 years. In the past, I had good customer service from West Elm (shopped here for 13 years). This time they told me they can't replace the two out of 4 shelves because they only have a 12 month warranty and I should look to a Furniture Medic to get these restored. So basically they take no responsibility for products they sell. Be very careful. Avoid "white" furniture there and expect no customer service. For my "troubles" they will give me 15 percent off my next item if I send them a copy of my recepit? It's 25 percent off all furniture on the site. They can keep this 15 percent.

Ordered quite a few things from West Elm, including a dining table, chairs, etc... Chairs got delivered in 2 weeks, it's been 2 months - no sign of the dining table. First table got lost - followed up and they shipped the second one - after 3 weeks found out that it was never shipped. Beware of these guys - you will spend a lot of time talking to them and Ryder last mile - will do nothing good. This company is all set to lose customers and I hope they cancel my order - refund my money and take those stupid dining chairs that I have been looking at for the past 2 months.

This company is a joke, they have the worst customer service... The agents hang up on you, nobody knows what is going on, they deliver broken items, out of my 3 items 2 were broken and I can’t even cancel the order because they don’t pick up the phone!! DO NOT BUY ANYTHING THERE!

Over a month ago, I ordered a coffee table (in 2 pieces) and a chair from West Elm. I was told that my estimated delivery date would be from September 23 to October 7. My items were shipped to the warehouse near me from Dallas. The chair arrived and one piece of the coffee table did not. All shipped from the same location on the same date. My delivery date was updated from October 7 to October 21. Of course, that's this Monday and no one has coordinated the delivery because there won't be one. I've called numerous customer service representatives, sent e-mails, tried calling the local store--all to no avail.

I purchased two bedskirts online. For whatever reason, shipping them to my local store was not an option. Additionally, they don’t carry the item in the store. While placing the order I realized I’d forgotten to put in my shipping code. I immediately called customer service to see if they could apply the code. They could not. I asked if they could cancel the order. They could not. The woman I spoke with first transferred me to another department only for that person to call the first person a liar. In the end they could do nothing to adjust an order that I’d placed not even 15 mins earlier. You’re telling me that they have pulled the order within 15 mins of me placing it?! Even if they did, you can’t adjust payment or add a code? What kind of archaic system are you operating with?

I’ve spent a couple thousand purchasing the following items, a mirror that came dirty, a cup stand with a bad paint job and waited two months for it. A marble table that was sealed but still has stains, I have to get a professional to clean it and purchase a acrylic topper. A dresser that’s nice , but will see it’s new. A tv console I’m still waiting for it’s been over 6 weeks already. Customer service is clueless and they won’t give you the difference if the price goes down within 30 days. They are very greedy! After I receive the rest of my stuff I’m done with West Elm. I don’t have the patience for them.

Our bed was delivered box-less and (surprise, surprise) missing pieces. We contacted the moving company and West Elm customer service via email. No response from the moving company. Generic replies from West Elm/got passed on to Williams-Sonoma??? Never hear from a person directly even after several requests for an update. Called after 3 weeks of no responding and they said the hardware would be sent within 3 days. Well, it's been another week and the hardware is "backordered." So I've had a $1400 pile of bed scraps taking up my bedroom for 6 weeks, had to contact 3 companies multiple times, and still don't know when/if this hardware is going to show up!

Wow. Talk about an incompetent store. I ordered a duvet insert online in April and it’s still on back order. I get no satisfactory answer when I call customer service. I get no updates until I check my account to find they’ve pushed out delivery again. I’ve been told countless times that they just got a shipment in and that my order will be on its way. I even sent an Inmail message on LinkedIn to their President, John Bellos and have not received any response even after telling him that they lost a $100k commercial order from my company because of the way they are treating me in my private life. Bad supplier management for sure. Best step is to start writing their owners Williams-Sonoma.

For a return label, I had to talk to 3 different agents for over an hour. The second agent totally not answer me at all, just put me on hold. There was no yelling from my side and I was not an angry customer that day. While I was talking to the second agent, I told her her voice broken up, she increased her volume and sounded like yelling at me. Then she even asked me before put on hold. Seems their customer center is chaotic. It took three person and over a hour to get that done. It is very painful to talk to them. No pleasure at all.

Of late I’ve ordered quite a few items from West Elm and none of my experiences have been satisfactory. First order I found out a month later after I asked at the store what was going on. Apparently my order had been there for a while. Then I ordered online and it took 4 weeks for the bedding to arrive. The sheets are really rough and colours were not what I expected. You think I would not order anything from there again but stupidly I did. Ordered 2 baskets. Then I got an email that they are backordered. It’s been 3 weeks since I ordered them and apparently they will arrive in 2 weeks. I’m not holding breath.

I made a sizeable on-line purchase of a bed, 2 night stands, mirror and book tower on August 27, 2019. I have no problem waiting for an order to be completed. I do have a problem with those items going through on my credit card 4 weeks ago and unable to get an answer to reasonable questions. One phone number for all international orders and every time getting a "call centre". From September 11 to October I had made 8 phone calls. The "call centre" attendants were courteous but unable to answer my questions because of bureaucracy from the top of the business. They did the best they could with the resources they had been given. Unable to track my order, unable to tell me where any of my items were other than in a "hub" and that sometimes items have "several hubs".

I ordered a dining room table and 4 chairs from West Elm in July 2019. I had to wait awhile for my furniture, because the chairs were being custom made which I understood. I felt at the time it was worth the wait because I loved the furniture pieces I chose. The company wouldn’t deliver the table which was ready in July because they wanted to do only one delivery. In September I finally received an email stating that my furniture is ready for delivery and I can set an appointment date which I did. However on the day of delivery they only had my chairs and not the table. I had to call customer service about the table and they said that there was a note put in the system the day before the delivery that the table is not available anymore and no longer in production.

I fell in love with the Industrial Storage line and ordered an side table, coffee table and console to be picked up at the store. I was told it would take 3 weeks to be delivered, giving me time to get rid of the table I have. Four days later I got a call that the coffee table was in and they wanted me to pick it up by the end of the weekend, essentially within three days though the policy is 5 days. I asked about the other 2 pieces because I didn't want to make the hour long drive to the store to pick up one piece especially since it was over 2 weeks early.

We realized that TWO credits were issued. Aside from less than ideal communications on the part of West Elm, we are satisfied.

4 Years ago I purchased a marble sofa table with a metal base. Over the last year it has become extremely unstable and most recently I noticed that the joints where the metal base come together have literally eroded away. I had no choice but to take the table out of my family room (in fear that the marble slab would fall on my 2 year old). I contact customer service and they told me that they cannot do anything because of how long ago I purchased the product.

We purchased 2 pieces of furniture (a dresser & a bed) over a month ago. Delivery was scheduled 2 weeks ago for today. I received a call yesterday telling me that my order was only half complete, but that they would deliver the dresser today. I was also told I would receive an email telling me when the bed would be delivered. I never received the email so I called today. After talking with 2 different people, it was determined by West Elm that the bed would come on Sept. 30-obviously much later than I would like since my son is currently sleeping on the floor as we donated his old bed to charity since we were supposed to get a bed today.

My wife and I ordered a dining room table, coffee table, and media console from West Elm. The modern farmhouse table claimed to seat 8-10 people, but it was so narrow that it would be impossible to have anyone sit across from each other with any food on the table. The legs were also shaky. It's purely a piece to look at, not eat on. The coffee table showed up with several large scratches on it and other blemishes all across the top. It looks terrible. I unfortunately have nothing to say about the media console because it never actually arrived to my house.

West Elm tells you that they will give you a 30 minute notice before delivery. THEY DON'T! I got a call when the delivery people were already at my house. I had to rush from work (which is luckily only 15 min away). When I got there, the delivery people refused to deliver my new couch. They were on the phone with West Elm saying I wasn't there, meanwhile I am looking at them! I'm on the phone with West Elm and they said I was late. But I never received the notice! I had no warning that they would be delivering at that time. We sat outside my building for 20 minutes like this. Finally they delivered, and in doing so broke a light in my elevator. I figured they'd clean it up on their way out, but of course they didn't. They just left. Despite all of these issues, and the huge fees I paid for "white glove delivery," West Elm didn't even offer to cover the cost of the delivery.

This was my first big purchase and will also be my last. I ordered the pedestal marble coffee table and after it was set up, I realized the base had damages (scrapes, dents, black stains that would not come off). I called West Elm right away and the representative gave me the option of a discounted price if I kept the item. I agreed (didn't want to deal with the hassle or the company for that matter) and after all was said and done, she confirmed with me the total price I would be paying for the table after discount. I asked her to send me an email regarding our agreement and never received that email. After a couple of days I check my statement and realized it shows a different price than what we had agreed on.

If you are looking for mediocre furniture that is not cheap and is delivered with usurious shipping and processing charges then West Elm is for you. I placed an order for a small desk on sale at $270 and when the order was processed I was charged an additional $170 in shipping and processing...AND I only live 15 minutes from their store! Their customer service people while civil were completely powerless to cancel the order (10 minutes after being placed) and suggested that once the desk was delivered I could return it AND I would eat the $170 in shipping! Completely ludicrous. Never, never, never shop at West Elm. Bunch of crooks masquerading as a furniture store.

We ordered a king bed frame from West Elm, as the delivery window was within the same delivery window as our mattress. Immediately after placing the order, we got an e-mail that the delivery window was a week later. I called within 24 hours to try and cancel the order. I was told if I cancelled it, I would still have to pay hundreds of dollars in delivery fees. Both people I spoke to were incredibly rude and unhelpful. We didn't want to lose the money so we kept the order, hoping it would be here in time. They finally scheduled us a date and we rescheduled our mattress delivery to coincide with the same day.

I purchased the Enzo Reclining Chair about 2 years ago now. When the couch had around 4 months in our house, the storage arm portion broke. It is such a beautiful couch but the storage arm is very poorly constructed. I reached out to West Elm and sure enough they sent over a person because they would be able to "fix it". We paid nearly $3,000 - we should've gotten a replacement for such a short period of time of us having this couch! Either way, I agreed of course because I did love the couch. The guy came over, called West Elm to let them know that he could fix it. They made him leave because they couldn't approve it on the spot - he was a third party. A few weeks later, they called me back to make the appointment for him to come back to fix the couch. All I can say is that it was such a joke of a fix. I would say he patched it up.

I purchased the Andes Ottoman - Extra Deep to go along with the Andes sectional. One of the crossbars that spans between two legs split in the middle within two months of owning it. After taking apart, the crossbars are made with flimsy plywood with the grain going up and down, making it easy to split. It's a poorly designed and cheaply constructed piece of furniture that can't possibly last. West Elm refused to take any responsibility for the poor quality and did nothing to resolve. I will not be purchasing any additional furniture from West Elm based on this experience.

This has happened 2 or three times now from West Elm. Place order for duvet and shams. Duvet gets shipped and shams get backordered. Shams stay on backorder with "date to expect" changing every couple of weeks. Keep sending emails asking where are my shams? Keep Getting answers that they will be coming. Eventually, they will say they are sorry but we can no longer get this product. Now I'M STUCK WITH A DUVET AND NO SHAMS!!! I ORDERED A SET!! IF YOU DON'T HAVE IT DON'T LEAVE IT UP FOR SALE!!!! VERY ANGRY! WILL NOT BE ORDERING AGAIN!!

If you are going to sign up for the credit card for their rewards, you should read this. I signed up for the credit card when I purchased few furnitures as they had a promotion of giving twice reward points. Using "reward certificate", I've made few purchases. However, I wasn't happy with the items so returned. The clerk said I will get the credit back to the original payment method.

Over the past few months, I have ordered about 3,000 worth of furniture and rugs from West Elm to furnish my new condo. I will no longer shop at West Elm! Their flat rate shipping policies are ridiculous and arbitrarily assigned. I have paid flat rate shipping for a large furniture order and it made sense due to the size of furniture and the white glove delivery. I have also received furniture items such as a couple of media storage units and a large bedside table via UPS and they were delivered in great shape. No problems!

My first experience with West Elm was much the same as this one. I’m done now. I will never order again from this seller. Nor will I visit any of their store locations. This time I ordered a trinket tray on March 24, 2019. I received it July 23rd with no explanation for the 4 month delay. According to the shipment tracking site, it was first picked up for delivery on July 18th. So once it was shipped it only took 5 days to get here.

I would think twice before registering at any of their brand stores including West Elm, Williams Sonoma and Pottery Barn. My daughter was registered at West Elm. She went into the store to exchange a gift. They told her they would have to mail her a gift card for the value of the item and if she wanted to purchase an item that day, it would have to be paid for out-of-pocket. Another words, she could not exchange the item that day. She would have to wait for the gift card. Tell me how absurd this is?

Ordered 8 X 10 rug and pad online based upon photo; no description of colors provided by West Elm. Rug arrived looking completely different than pictured; almost exclusively gray whereas picture showed a lot of cream/beige color throughout. Called immediately to set up return. Hard to get through; connection poor. Sent me an email to print UPS return label. Label came up one time on my phone but got repeated error messages when tried to print off laptop.

Wow wow wow get ready for this review. So we ordered $3500 worth of things from West Elm back in May. We ordered a couch, a coffee table, end table, curtains and a lamp all to complement the couch. Over two months later and we still don't have the couch. We received the other items but now I'm past the point of being able to return the other items in the event they don't match the couch like we expected because we still haven't received the couch. Every week I call and email West Elm; their Customer Service is USELESS. I don't even blame the customer service reps because they're just dealing with an already bad situation with a company that doesn't have their ** together. Our couch delivery has been pushed back 3 times (without telling us) and no one knows when it'll actually be delivered. I've just been told it will probably be ready mid-August but even that they can't guarantee.

I ordered 2 side tables, They were both irregular, damaged tables, due to obvious poor workmanship and were still securely packaged and shipped. So no quality control. I called online customer service as soon as I unpacked them, It was immediately apparent the female rep was not happy with her work. Her attitude was rude and abrasive. I tried to ignore it so I could return the tables and get the replacements on the way. However when she told me I would need to ship them back by dropping them off at UPS or a store, I wasn't happy I spent $21 on shipping, because they said there was no in store pickup for the item? But I can spend my time and gas dropping it off. I ask to speak with a manager and was told "They could only leave a msg for management and they would get back with me within 3-5 business days! WILL NOT BE PURCHASING FROM THEM AGAIN! Cheap furniture and Horrible customer service!!!! So many other options..

I purchased two of the Two-Tone Sea Grass storage baskets online on May 25th. When I got the confirmation email there was no information about when I could expect to receive the items. After waiting three weeks, I received an email that there had been a delay on the shipment of my order and that I would receive them between June 19th and June 21st. I waited some more, and then finally called and spoke to customer service on June 29th. They said the items had been on back order, that they'd received the items, and that I should expect to receive them by July 1st. That passed. I checked the status of my order. Still no shipment. The date had been pushed back to July 4th-8th.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

They resolved this issue.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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