West Elm Reviews

Visited my sister in Lancaster, PA and shopped at the West Elm Outlet store. I purchased several items from the store including a bathroom sop dispenser. When I returned home to Indiana, I filled the dispenser only to find the pump does not work. I called customer service and spoke with Samantha V who claimed there was nothing she can do. I asked to speak to supervisor Denita M. who did not get on the line but instructed Samantha to repeat the same thing she already told me. They have no responsibility for the outlet stores. All sales are final, even if the item is broke and non-functioning. I have never heard of a store selling broken items and not taking responsibility for it. I personally will never support their brand EVER again. What a cringey way to treat customers.

I’m writing to express my disappointment regarding the quality of my Drake Mid-Century 86" Flip Sectional (twill, silver, black on ash), which I purchased online and received on August 18, 2022. The issue involves the two legs on the right side of the couch, which have broken in less than 2.5 years of use. As a traveling, single nurse, my lifestyle places minimal wear and tear on my furniture, and I maintain my belongings with great care. The couch itself is in excellent condition overall, but I believe the issue may stem from a defect in the wood attaching the legs.

I ordered furniture online, and the estimated ship dates were within reason for when I needed it. Everything has now been delayed three months. It definitely feels like a bait and switch. I will never do business with this company again. Very disappointing because Williams-Sonoma and Pottery Barn do a great job. They should dump this terrible furniture company from their family of brands!

I am writing to express my serious concern regarding a lost order and the subsequent handling of the situation. I am a long-time West Elm customer and have made numerous purchases, including gift cards for family and friends, over the years. On February 17th, I placed order #** for a rug totaling $319.20. The order was shipped via UPS (tracking #**) and marked as delivered on February 19th. However, the package was not received. I followed West Elm's instructions, including searching the surrounding area and contacting neighbors. I was then directed to file a claim with UPS, with the understanding that a replacement would be sent upon claim resolution.

They get one star only because I can't do 0. When I placed an order I was misinformed about the potential delivery dates. They shipped an item way before requested. They will not accept a return because they have some weird deal with a partner. You have to constantly return to their customer service site to get updates on status which they do not send like a normal company. I have had multiple conversations with customer service before I got the least amount of help.

I chose a material for my sofa that I thought sounded bullet proof - the Sand Performance Basket Slub 76% polyester 24% rayon, rub count 100,000 but instead I received a sofa with the Sand Performance Yarn Dyed Linen Weave, rub count 40,000. As it turns out the Performance Basket Slub is discontinued but no one from West Elm contacted me to see if I still wanted to proceed with my original order. On principle I have a problem with this switch-a-roo - it’s deceitful!

I purchased a 6 drawer dresser from West Elm and was told to schedule a delivery date and did as such. The morning of said date, which I made to sure to rearrange plans for so that I was home, they called and said the item was randomly selected for an inspection and we would be contacted with 72 hours to reschedule. At least 5 business days go by without any contact so I decide to call the warehouse number provided. I reschedule the delivery over the phone. The new delivery date comes and no one arrives.

I have purchased a lot from West Elm over the years and recently purchased a light fixture for our kitchen. The product was warped and didn’t sit straight. West elm asked for a picture so we paid to have our electrician come in for a second time to put it back up. It was clearly on an angle and they said it looked fine to them. It was extremely disappointing customer service. The product also was so cheaply made. Been noticing this more and more with them.

I want to save people time and energy with so many available buying options today, they don't need a company that refuses to address problems with a made to order couch. Our made to order couch was scratchy, stiff and way overstuffed- to the point you can barely sit on it and we were told it can take up to 6 months to "break" the couch in. Who wants to wait that long before their couch is comfortable?? I spent about a month of my time only to be given the runaround and end up back where I started. I have never had a company act like this, they came off as cheap and I unorganized. I have now read so many other reviews on how terrible they are and I wish I would have known ahead of time!! STAY AWAY!!!

Updated on 04/04/2025: At this point, we are quite frustrated. The legs of our dining room chairs have snapped off with normal use. After posting a review of the chairs, we received a couple of messages from the company and It seemed like perhaps a resolution was on the way. Sadly, we have not heard from the company in weeks and despite the review appearing like it has been resolved, it actually has not. West Elm has the order number and email but has not followed up as they said they would.

Updated on 02/18/2025: West Elm contacted me offering to send new cushion inserts but only the 2 ‘affected’. I’m confused as clearly all the cushions are sagging as they provide no support no matter where I sit. Despite me asking 3 times, the representative is unwilling to share whether the foam inserts will be the same low quality product that’s in my sofa now or different material.

Absolutely horrible experience. I ordered the Square Ribbed Bath Mat, which came delivered with a stain on it. No apology was offered upon returning it. I also ordered the Billy Cotton Simple Dining table, which came to a total of $901.99 along which the white glove delivery. When it was being delivered by three of their delivery men, they dropped the box which left a huge crack along the edge of the table. Again, no apologies offered by West Elm. Obviously, I did not accept the broken table and opted for waiting for the next delivery, in which the deliverymen told me would be sometime that same day.

West Elm truly is one of the worst companies I've dealt with in quite some time. (Oh why didn't I heed all the negatives I had read about these people?) I found a site in which there are a good number of former employees who rated the upper management a D-, with a number of them rating them an F. I can now definitely see why.

My wife and I received the Sidney Flatware Sets in Light Gold as a wedding gift through our gift registry. These items say they are dishwasher safe, but they completely lost their color within 6 months of use. I called and sent pictures to see if they could replace them and they told me that that it was general wear and tear. This was quite disappointing as I have a rather long history of ordering with West Elm. The primary purpose of my call was to send items that they mistakenly sent me back to their warehouse and I happened to remember to bring up the flatware issue I was experiencing - they were happy to take their items back but didn't care to rectify the flatware issue. This shouldn't be the way companies treat loyal customers. (knife in the picture is what the color should look like)

Beautiful design, but the product just isn’t sturdy and the company just doesn’t care. I called about a Cirrus light fixture just today; installed less than three years ago, in a dry location with no direct sunlight, and it’s falling apart. They sell this as a Contract Grade product, suitable for commercial installations, and it can’t handle a residential formal dining room.

I custom ordered a couch. Was told the frame would be wood. After 8 yrs the back legs wood underneath disintegrated. It was made of particle board. Was told nothing they could because of the age of couch.

Ordered the Hayward dining table as a birthday present for myself in summer 2022. First delivery was in the fall - months later, and the table was defective. The table was replaced, and I received it Feb of 2023. A few days ago I awoke to a massive crack running the ENTIRE length of the table - with a splintered arm off in one direction. It is presently at 1/4" wide and appears to be growing. Contacted the company and they said they cannot do anything about it as it is over a year. They offered a furniture "medic" that I could hire but I live in a rural area with no one available anywhere near me. This was a beautiful table, but the quality is obviously incredibly poor, and I am more than disappointed! Customer service made no effort to work with me on solutions or replacements. Do NOT buy from this company!

I’ve always loved West Elm’s style, but after purchasing the Shelter Sofa Sleeper in white alabaster basketweave fabric, I’m extremely disappointed. The quality of the fabric is awful—after less than two years, it’s showing significant wear and needs to be replaced. When I reached out to inquire about purchasing a replacement cover (since it’s designed to zip off and be replaced), I was told they couldn't sell me one. Instead, they suggested I buy a brand new couch—exactly the same model and fabric—for $3,000 and wait three months for it to be custom made.

West Elm and their sister companies (Pottery Barn, Williams-Sonoma, etc.) have lost me as a customer for life. I need to share my experience because their policies and customer service are absolutely absurd. Recently, I tried to order a sofa from West Elm, only to find out my address was banned. The reason? A previous tenant at my address disputed a purchase back in 2023. Let that sink in—West Elm flagged my entire address for someone else’s financial dispute, despite me having no connection to this person or their order.

I had the Pictograph Media Console for more than 2 yrs now. I'd admit it looks amazing and it is made with solid wood. That's why I spent the money to bought it in the first place. But it was full of chemical smell the first day it arrived. I thought it was probably because it was new, and it took time for the smell to go away. So for the past 2 yrs, I opened the window whenever possible to increase the ventilation. I also bought expensive photocatalysis products from Japan to tackle the formaldehyde. The smell was still pretty strong and my nose got irritated from time to time.

We bought the Otto 9 dresser drawer (84” $2,399) in Jan 2024 and it arrived April 2024 (estimated delivery was end of January to early February). Then they sent 2 guys to deliver it who were adamant they needed a 3rd person to help them get it inside once they arrived. The 3rd party delivery guys took pity on us because our delivery was already delayed. Because they delivered it after telling us they wouldn’t be able to, we tipped them heavily as a thank you (which sucks when you already paid $300 for delivery).

I regret purchasing from West Elm due to the extremely disappointing experience I had with their customer service and product quality. I purchased a sectional sofa that arrived damaged on November 26, and the issues that followed have been nothing short of a nightmare. Upon delivery, I was forced to sign an acknowledgment of receipt after being assured that the damage would be addressed. Trusting their promise, I signed, only to be met with endless excuses and backtracking. When I called on December 3, they apologized and offered me a $500 gift card as a gesture of goodwill, promising to send someone to repair the sofa. However, the next day, they claimed that by accepting the gift card, I had agreed to keep the damaged sofa as is—something I never consented to.

Ordered a canister set for son for Christmas. Largest came with no lid. Customer service said will send a replacement which they did again no lid. Called customer service again and asked if this was problem with supplier. Said they would investigate this but heard nothing. Called again today and again was told they would send a replacement. Asked they check it first to be sure lid was there. Said they couldn’t do that. During 2 of my calls I was disconnected. Said I would get an email confirming replacement was sent. I never received this email. Was told if I did not return last incomplete canister I would be charged for this. I pointed out I had already been charged for my incomplete order. I have reported to consumer protection division of my state AG office.

We ordered a dining room table and credenza from West Elm in early October. They said delivery would not happen until early December. We received an initial call from a 3rd party delivery company for delivery on Dec 7. But the day before, the delivery was cancelled due to the credenza being damaged. When we asked if they could deliver just the table, they said no. Since then, we've called customer service 3 times and cannot get a straight answer about when either item will be delivered. We were just told by a customer service rep that customers "annoy the delivery hub" and so they will not let customers contact them directly and instead expect folks to wait 7-10 business days for a response. No one from West elm has ever reached out to clarify what is happening or when we can expect delivery.

First of all, Suzanne is a bot. So do not be fooled by whatever message is posted under this review - they will just redirect me to the same customer service team that refuses to help me. My Story: After waiting 5 weeks for a couch with white glove delivery, the day came. I measured, the couch would fit in my third floor apt, I was ready. The three movers did not speak English well, and at the first turn of the stairs, said there was no way it would fit. They then proceeded to tell me they could take the couch and drive away (and who knows what happens, they didn't), or they could leave it in the front yard. I did not know what to do. One man then showed me a number and tried to explain that his friend was a couch surgeon. He could disassemble the couch, get it up the stairs, then put it back together. I was desperate so I hired him to come the next day.

After 7 months of waiting (and paying for our furniture) we finally received our couch and actually love it. We have bought a lot of West Elm furniture and are always pleased with the quality. My low star review is based on the logistics of getting the products shipped and the general demeanor of those West Elm representatives that we worked with. The supervisor that we were finally put in touch with (we had to demand a connection to a supervisor) was absolutely not helpful. She did not communicate back to us and called us to ask when we would inquire about updates.

I ordered a Christmas decoration December 01 and paid the express shipping charges of $15.99 for 2-5 day service. The Christmas decoration arrived December 24. When I contacted CUSTOMER SERVICE I was advised that I would have to pay the return shipping charges and just to keep it until next year. This is totally unacceptable and I should not have to pay for a return considering this express parcel took 23 days to deliver. I will never shop at West Elm Again.

I’ve been to the store a few times and have worked with a designer who suggested multiple pieces. I placed a $9,000 order including a custom couch and desk and coffee table and consoles/shelves. Estimated delivery was mid December. It’s now mid January. No communication on shipping delays. Tracking has said it’s been sitting in a distribution center about 20 minutes from my house. I’ve called customer service multiple times with no resolution, just to be told that they will submit a request to leadership to get them delivered. Absolutely no follow up. I’m about to dispute the $9k with my credit card company if nobody gets back to me soon. I just want the pieces I ordered and they’re 20 minutes from my house!!!!

I trusted the brand and ordered a bunch of furniture from their website. Some arrived on time, however the console cabinet took forever to ship so I had to cancel it. They did nothing to help but to keep changing the expected delivery date. I waited three months for the side item to ship until one day when I chatted with an agent for a third time and was told it had been cancelled by the vendor three months ago. They did not bother to send me a confirmation email or to refund me. Will avoid this company at all cost in the future.

Updated on 01/09/2025: Customer service reached out after I made this review, but I have been offered no resolution. Very disheartening for such a well respected brand, I love their products but I do not support how this company treats their customers.