West Elm Reviews

After three months, I have still not received my $771.34 refund for an order. West Elm’s failure to complete a simple refund is staggering and unacceptable. Here is the timeline of their incompetence: Failure 1 (February): The initial electronic refund failed immediately. Failure 2 (March): Without my permission, they tried to issue an e-merchandise gift card instead of a cash refund, which I had to force them to void. Failure 3 (April): After I complained and left a poor review, they promised to mail a refund check via USPS. Failure 4 (May): The first check never arrived.

Returned a table bought with a gift card and was told the funds would be returned to my physical card within 2 hours. I shopped around at the physical store, picked out three alternative tables I liked, but they were all out of stock.. What is the point of displaying items you can’t even sell to me. I call that Fake Elm instead of West Elm. Anyway, it is two days later, and I decided to shop online and waste more money on shipping costs. I went to check out my new cart only to see my gift card still has zero funds.

IF I could write zero stars I would. Our extremely expensive couch broke very soon after buying. They took forever to come repair it. Then it broke again two days after warranty expired because warranty ran from deliver date but we couldn't use our couch because it was broken for a period of that time. They will not get back to us and continue to say it is out of warranty, but it is the same break that happened immediately after delivery.

I ordered a sofa in late December 2025, and it was delivered early April 2026.... and it arrived without the hardware and legs. I was told the legs were on another moving van and would be located and delivered within a few days, but that never happened. The sofa was shipped from Hong Kong without all of the necessary parts, and the company then refused to send the missing hardware by any method other than boat. After more than a dozen calls to customer service, I was told I would have to wait until September 2026 for the legs to arrive. As a result, I have had to wait an additional five months before I can use the sofa, which is still sitting on the floor without its hardware or legs. Customer service has been completely ineffective in resolving the issue.

We ordered furniture in February and are still waiting!! We received one delivery that only included 1/2 of a shelf. Still waiting for a desk unit. Customer service calls are very lengthy and not helpful. We are beyond frustrated! They keep telling us that we will hear back but we don’t and then call times are an hour or more and nothing gets resolved. Once we receive our ordered furniture—IF we do, it would take a lot for us to order from West Elm again. Furniture is nice but customer service and delivery is a nightmare. They send us surveys every day and can’t be submitted!!

Harris 2-Piece Bumper Chaise Sectional (100"–116") -- zippers broke right away; customer service claimed we washed it the covers and we did not!!

I ordered the Sintra Coffee table and Penn chair in early April 2026 online. The estimate for delivery was before April 30th. I needed these items ASAP so I ordered them as the estimated delivery was quite soon. Estimated delivery window has now been pushed to May 1-21. When I called West Elm support asking why there is a delay, the customer support guy mentioned it is a 'drop ship' order and it could take at least 2-4 more months for delivery as these items are manufactured in Vietnam and Philippines. The estimate given is something that is never guaranteed. :D

Do not order anything from this company that needs to be shipped! They will not work with you if there are any issues. They charge an exorbitant amount for shipping and charge for returns. Items take months to arrive even though they will tell you it is in stock and will arrive within one week.

5 stars for Customer Service, in particular Tina **, who helped turn a really frustrating experience into a positive one. I ordered 2 couches in November 2025, and they were continually delayed until April 2026! When they finally showed up (the delivery service was excellent!), the color was completely off. Multiple calls to Customer Service (whose agents were all polite, professional, and helpful) led nowhere until Ms. ** was able to document my issues and arrange a successful and very rapid return of the couches and refund of the amount paid. Throughout she kept me informed and updated and was unfailingly polite and patient. Her outstanding service kept me as a customer and represented the very best of West Elm.

Placed an order on 03.20.2026 and randomly received the package on 04/25/2026. Well on 04/25/2026, I was on vacation when the package was delivered to my front door instead of the apartment office and of course when a package sits out in the public eyes for days at a time - it was stolen. West Elm did not insure it and I am out $87.04. The Customer Services SUCKS (attitude: not my problem - we send you an email while you were on vacation). I will never buy anything from them again. If this happened with Amazon, they immediately replace items. So disappointed!

I bought a table in the store, when I got home they had given me the wrong table. I want to ship it back, I live an hour and a half away. They told me I had to bring it back in, even though they clearly have an online service and could send me a shipping label. I would never buy anything from a store with such poor customer service again.

I ordered 4 chairs via the open box program (which means you cannot return them) and paid for white glove shipping. They said they would wait for all the chairs to ship at once. Then one chair arrived in a box on my doorstep. I had to unpack it and carry it in. I called to ask for my money back for white glove shipping. They said no, I spent an hour on the phone fighting with them before they would credit me for shipping I didn’t get. They still charged me for regular shipping. Then the second chair was supposed to be delivered. They changed the delivery time the day of delivery so I called to say they could leave it. They told me to write a note saying it was ok, which I did. Then the delivery guy told me if I didn’t call him back right away saying they were ok to leave it, he was going to take the chair. I was at work and could not respond immediately.

Order cancelled with no explanation or email saying so. So I didn't find out until the day it was meant to be delivered.

Horrible service. Do not purchase from here if you care about where you're spending your money.

West Elm used to have good quality and good customer service but it has completely gone off the rails. The quality of furniture is non-existent. Items consistently arrive damaged or break after a short time. Their prices go up as quality deteriorates. Avoid this brand and all William Sonoma brands at all costs. Don’t waste your money.

I was interested in buying a table - it was only listed online as available with white glove service delivery - 180 dollars. I called in and was told that to order then call back in and change the terms to simply be deliver to my door. When I did, they then told me this was not available and wouldn't stand behind what I was told previously. Customer Service at West Elm doesn't know how to talk to customers and I have found them to be an unethical organization on more than one occasion.

I ordered 6 chairs from West Elm in December 2025. After being forced to contact them over a dozen times — each call lasting an hour or more — West Elm only managed to deliver 4 chairs in April 2026, three months late. The remaining 2 chairs are now "no longer available." West Elm failed to fulfill my order, failed to communicate proactively, and wasted countless hours of my time.

I have been trying to return a sofa with obvious fabric issues for months. Keep getting the run around and being told they cannot adjust my purchase. I asked for an exchange or credit. I sent photos of the problem whose were quite noticeable. They are totally unfair and have a terrible customer service policy. Severely disappointed with West Elm.

I paid nearly $5,000 for a sofa from @WestElm. It arrived damaged. I submitted 12 photos. Your team confirmed they received them and said someone would follow up. No one did. Instead:

I had a Rude Salesperson on the phone in Edina, MN. I called to see if a certain nesting table was in stock( called by name), not stock #. Salesperson was really rude and in a condescending tone me stating she needed a stock #, when she could just google or look up the item by name. I even explained where it was located in the store. The SP cut me off set me down and I could hear her complaining about me over the phone. I ended up hanging up and rather than purchase from that store I ordered online instead; I wasn’t giving my business to that particular store.

I purchased the Laurent Set RA wedge chaise in December 2025, and it was delivered in March 2026. From the first delivery, the sectional pieces were not aligned. The delivery team documented the issue and advised me to contact West Elm. A furniture specialist attempted to fix it and said these couches frequently have alignment issues and even recommended a refund, warning that replacements could be worse. I declined a refund and requested a properly aligned replacement.

I ordered a leather square tufted headboard for my son’s college apartment and paid, scheduled delivery and waited. They delivered to a home in a completely different state and left on front porch (from photos) of a dilapidated shack. I immediately reported and they laughed and said they would reach out about sending me another. Nothing. After several months of calling, I am still waiting on a headboard or a refund. Refund at this point. Terrible service and advise to not use.

I ordered this table in red. Shipping was prompt. Looks great next to the chair I had in mind. However, disappointed in the paint job. Very cheap looking. May try and exchange.

We ordered a table in December that was supposed to arrive in early February. Once the February date rolled around the date was pushed back every few weeks. No notification or communication of the multiple changes. I spoke with customer service multiple times and was told a couple times it was in transit. Now it seems they lost part of the table in transit. Due to this we now have to reorder the top of the table that was lost. Because we ordered months ago, they are now backordered and scheduled to arrive in May but will not be delivered until mid June to early July, 6 months after it was scheduled to arrive. I will not be purchasing furniture from West Elm in the future.

I placed an order with West Elm based on the delivery timelines and availability clearly shown at checkout. Those timelines turned out to be completely unreliable. The delivery date has now been pushed multiple times, first to Beg of April, then mid-April and now again to the first week of May. At this point, the total wait time exceeds three months. This is not a minor delay, it is a complete failure to deliver on what was promised at the time of purchase. It is tactic they use to land the orders!

The west elm outside Portside collection is terrible. For a furniture that is designed to be left outside, in one year it looks damaged. We bought it at the end of the summer season and were hoping to use it in spring onwards. Now it's spring the furniture looks 10 years old. Terrible customer service - they don't stand by their products, they don't have any paint solutions to touch up the varnish or any service to fix the damage.

I’m a new customer and I’m already done with them. Customer service, their system, have no idea what they’re doing. Plus I have to return an item that was sent in the incorrect color. Once they receive their mistake then they’ll send me a correct one. Then they said nope it’s been canceled. Then another email saying it’s been shipped. Morons. How can I trust them? First and last time I’m shopping from them. I’m done!

Worst delivery experience ever! West Elm was unable to fit the sofa we purchased into our elevator and advised that we would have to take the whole thing apart. They left the sofa in the loading area of our building, and we were forced to hire a third-party (at significant added cost) who was able to fit it into our elevator by simply removing the legs and cushions. The incompetence and lack of effort by the West Elm delivery team was beyond belief. To make matters worse, they delivered the wrong rug, installed bed frame legs on backwards, and have refused to fully reimburse me for added costs incurred. Shame on you West Elm!

We purchased the Concrete Indoor/Outdoor Pedestal Round Dining Table (60"). My husband in the construction business and is obviously familiar with the longevity of concrete. THIS is an inferior product. It was delivered in May/June 2025, not used until July 19 after which an afternoon luncheon left it scratched (no kids, just mature adults). It began cracking this year. The "leadership team" declined replacement. $1,349 and it didn't last 1 year. As an interior designer who has specified furniture from West Elm for clients, they have lost my and my clients' business. One last comment: a few months ago while helping a client, I noticed the cording on their sofas wasn't sewn straight, wobbly at best. Quality Control is absent at West Elm.

West Elm, owned by Williams Sonoma, has the worst Customer Service I have ever experienced. After spending thousands of dollars with the company just this year, they refused to undo an incorrect shipping charge of around $200. Contrast this with Pereira gold. We needed an exchange from them and the problem was entirely our fault. No problem, they said, and they set up an exchange at no charge to us. Do not patronize retailers who will not support the products they sell.

My order keeps getting ‘back ordered’ and delivery time just keeps increasing by months. Originally item was supposed to be delivered in early March, now it’s mid April with no communication re: date.

Worst delivery experience ever. Smug arrogant nasty delivery person. Ordered white glove. Was assured they would handle everything. Upon arrival refused to move existing couch. Hmmmmm. Maybe that should have been communicated at time if purchase? Ended up leaving couch unassembled.

West Elm did not follow through. Couch was delayed over 2 months and then it did not fit in my apartment, which I had communicated was on the fifth floor multiple times. The agents showed up unaware of the fifth floor and gave up quickly. No refund. No follow up from customer service even though they said they would. Terrible. Don’t shop here or at any affiliated company.

Placed a large order for furniture to furnish our apartment in October - 4 months later, we are still waiting for large items to be delivered. Customer service in the shop is excellent (it would be after spending five figures $$$), but that's where it stops. Told items were in stock only to find out later there were long delays and then eventually, when in stock, the delivery partner they use are terrible. Items not delivered on the dates they are supposed to, and on one occasion, the delivery company turned up and were directed to the loading bay by our concierge, only to get in their truck and drive off without even having the courtesy to call us. When we raised this with West Elm customer services, nothing was done and had to wait another week for the delivery to be rescheduled. Strongly recommend shopping in Room & Board or Crate & Barrel for any large pieces of furniture you can't purchase and walk out with on the day.

I was excited to receive this desk, but unfortunately the quality did not meet expectations. There were visible finish defects that appear all over to be manufacturing related, not shipping damage. Some areas look like the lacquer may not have fully cured or was rushed during production. Customer service offered a replacement, but no additional compensation for the inconvenience. Replacing the unit feels like a gamble since I’m concerned the same issues could happen again. For the price point, I expected better quality control and a smoother resolution. Do not trust this company!

If there was an option for zero stars, I would have picked that. I have purchased furniture from online retailers as well as in person at stores. I have essentially furnished my home and in the 1+ years I have been buying furniture, I have never experienced such inept service in my life! The delivery was rescheduled 4 times! I work in a bank branch and need to adjust my schedule to be home since I cannot perform my job remotely. The 4th time they rescheduled, I only received the nightstands I ordered, not the dresser, even though I was told initially they would all be delivered together.

Bought couch Nov and was not ready for 4 months! DO NOT OPEN WEST ELM CITI credit card. Told 10% off of couch which was a LIE. Told payment not due till delivery- LIE. Started paying interest on product we had not received and had no idea when we would receive. They state product is made in US. Another Lie and they have lost in court on this detail twice. This company should not be in business and how anyone can work for West Elm and continue to deceive customers is beyond me.

I suppose it's not surprising that West Elm doesn't allow reviews on their own website. They must know that buying from them is a bad experience. Over Labor Day weekend, we ordered from a clerk in a store a particular version of **, an item known as "Shelter Storage Banquette Large." We waited many months for the unit to be ready, and finally, we learned we'd get delivery 5 months after we made the order. But it turns out that it has two pieces, and only the smaller piece (not the large piece) has storage. To be fair, if you scroll through the website and click on a detail tab on the website, the information that the large piece has no actual storage is available. However, when we ordered it in the store, the clerk was not familiar with the item at all, and did not tell us that buying something called "storage banquette large" would have no storage in the piece that was large. Rather counter-intuitive, to say the least.

Right from the get-go my order went sideways. Two desks were ordered in error. It took over a month to get reimbursed for the extra white glove. Service included putting the desk together. However, there are pieces missing. There are no rails for the hanging file folders, despite trying to reach Westelm to find out if this was an oversight or if they just don’t come with them, nobody can tell me anything. Most of their customer service is online. Not real people at the other end. This is big part of the problem so it’s not really high-end custom furniture. You get what you pay for.

Bought a lamp, it did arrive, but does not entirely fit together. I was so complicated to unbox, there is no question that we can not re-box it to return. Do not recommend ever ordering from West Elm, it may look good on the page, or computer screen, but it arrives with problems.