West Elm

After visiting West Elm I purchased a dining table and four chairs online on October 3rd, 2022. I was informed the table was in stock but the chairs were custom made, they would be delivered sometime in February. In November the table was delivered but was damaged, we didn't accept the delivery. After many phone calls and way too much time spent, FIVE months later, we waited hours for the delivery on March 2, 2023,. An hour past the delivery window I called to find out that only the chairs were on their way. That's when I cancelled the order, I couldn't trust West Elm to ever deliver what I ordered. I am so disappointed. Never again West Elm, lesson learned.

Bought bedroom furniture in the middle of December. The bed was delivered on January 31, the dresser that was supposed to be delivered the same date, was not delivered. They told me they can’t locate it. Waited for a couple of days, no updates, called the customer service, they told me to wait 5 business days as it is how long it takes to find a missing item. Waited 5 business days, no updates, called back and talked to Alexis, she told me to wait for another 5 business days and she will call me back with updates. Never called back. I called the customer service for the third time, they told me to wait for 5 business day but I did not let them finish, I said I heard that already! After which they told me they will order a replacement. They did and the dresser is estimated to arrive at the end of March.

I ordered the Chadwick Queen Walnut Bed Frame back in November. Upon arrival a month later, when delivery guys were assembling, they discovered fourth side of bed was missing so had to be taken away and reordered. Another month later and I knew as soon as they opened the truck door it wasn't my bed. They had sent a large dining room side table! The third delivery attempt a month later was canceled morning of due to "damaged goods". That was it- three strikes and I want my money back. Two weeks later after return/refund processed no sign of the refund in my bank account. How on earth there has not been a class action lawsuit against this awful company is a mystery. Ordered a dining room table and eight chairs from Design within Reach and a large rug and cocktail table from Crate & Barrel with no problems whatsoever. Never will buy anything from West Elm again and you shouldn't either.

Amazing the runaround on the phone after attempting 3 calls the day before and 3 today for a total of 6 attempts with 4 disconnects from WEST ELM. The last call that got through? Total runaround. The back story: I selected my delivery date and cleaned the area for the new couch. A text from the delivery company stated my order would dutifully arrive on this chosen day at 2:05 PM, a GPS tracker included showing me the truck's ostensible location. Of course 2:00 PM goes by, 3:00 goes by, and the tracker is updated to a new delivery of 5:05 PM.

We ordered Harmony Modular Sectional Set 04 in March 2021 and finally received the sofa in Sep 2022 after multiple damages. The down inside the pillows are weak and don't hold the shape. I've tried to replace with West Elm for a different sofa and they won't help. The sofa is not worth the price and customer service isn't helpful.

I had read the reviews on lengthy shipping. I ordered two side tables and a dresser. They were supposed to be shipped 2/7, it’s almost March, and still nothing. I checked the tracking, it says April 7th estimated delivery. They sure didn’t take this long to take my money for the purchase. Beware.

I returned a blanket because their website was inaccurate with their color description and photo. After my credit card was refunded $12 less than what I paid for the product, I called their customer service line, who then sent me to their “escalation line” The woman I spoke to was rude, condescending, and we resolved nothing. Their return policy is unspecified, misleading, and ambiguous. They have a very subjective policy as to what they determine is worthy of a return. They mislead me and their website/email does not state they would deduct a shipping cost from your refund. They lost me, and many of my family and friends as customers. Their lack of customer service is really disappointing.

I ordered this side table and the shipping and handling charges were extraordinarily high, but I still ordered. West Elm charged my account. West Elm cancelled my order. Never refunded my payment. I am still fighting them with the help of my bank.

Ordered Sofa August 2022. Four (4) failed delivery attempts later, the sofa is still not here. Writing this on February 17th. After the 3rd delivery failed attempt, I even took the initiative to speak with two customer service reps, every single day, to make sure I would get the couch the next go-around. Tracked it each day, whole 9 yards. Sure enough, the day of the supposed 4th attempt, they canceled.

Bought some sconce lights online. Wrong items were shipped. Was told correct item would arrive in a week. Called week later and was told there was a delay and items hadn't shipped yet. Refund policy unclear; says one thing in email and operator said something else. Stay away.

We purchased a bed from West Elm in November. It arrived late, in January and was damaged. We were able to get one part repaired and we agreed to keep a second damaged part for a 20% discount. After the discount was promised it was weeks and many phone calls and emails to get the promise discount. Customer service is unreliable, unresponsive and it is impossible to speak to the same person so you start over with each communication. Upon expressing our frustration we were able to get the discount processed and someone reached out to see what they could do. It then was 2 more weeks and endless calls and e-mails with absolutely nothing to make this better what a waste of time. Customer service was not worth this purchase and I recommend never buying from West Elm.

How do select 0 stars or (-) stars? This is literally the worst company. I never write reviews but specifically created this account so I can write that this company is the worst! You suck West Elm!!!!

If I could give them 0 stars I would. I wish that I had looked up reviews like this before I ordered to save me from the headache of dealing with them. These people are full of lies and empty promises. I ordered a loft bed and dresser set back in November for my 10 yo because it said it would be there in time for Christmas. Delivery estimate was Dec 3-16. As it got closer to Dec 16, I went on my account to see if there was any update. When I login the delivery date had been changed to Dec 10-22. Ok cutting it close, but still there by Christmas. Again, getting close to that Dec 22 date and no furniture. So I check my account again... Now the delivery date is Dec 22 to Jan 3. So there's still a chance for Christmas, but unlikely.

Up until 2021, I was a consumer of West Elm products. In previous years I purchased couches from the company which were high in quality. However, in 2021 when I purchased a new couch, the couch sank and was literally falling apart within 6 months. I called customer service to replace the couch in which I had to initially pay for the new one and would receive a refund upon returning the old one. The 2nd replacement couch had the same results with being poor quality and this time in a shorter period of time (4 months).

West Elm has the worst customer service I have ever experienced. In addition to taking 6 months to actually deliver your items, they make it nearly impossible to schedule a delivery. And good luck trying to speak to someone on the phone. Be prepared to be transferred several times and even hung up on. I would never buy another product from this company again.

I ordered several items, both in the store and online. If it is something they can ship to you it will probably arrive in a reasonable amount of time. However, if it involves having it made and then delivered to you, you likely will never see it. Well, in all fairness, if you were willing to wait upwards of a year you would probably receive it. Their logistics are a mess. Don't believe the estimated delivery date! It will be constantly moved out.

Order a media console in October, with a delivery date of early December, piece did not arrive until January and arrived damaged. A replacement was order with an arrival date of January and it continues to change - new date is end of March. I don't know if I am going to get a replacement on this console that I paid in full in October. Please do not buy anything from them if the product is not available at the store as you don't know when you will get it.

The good: Great looking portside patio furniture at a reasonable price.

I ordered a rug and rug pad on 12/10/2022. At the time I ordered, it said it would be delivered by 1/19. I was charged in full on 12/28/22 and it said the item had been delivered. Absolutely nothing has happened since. Without notifying me via email or phone, they extended my delivery date to 1/31/22, and never offered me a refund, as required by law. I reached out to complain and get a refund with no success, was told I had to wait until 1/31.

West Elm has charged us $6,723.51. for products we did not receive and we have been waiting 3 months for the promised refund- and they processed a charge without our consent. On 09/29 Two dressers were ordered at their retail store total charge $4260. On 10/18 a charge of $2461 was processed from West Elm without the card being present and without authorization.

I made an order for three items at West Elm on Oct 12, 2022, two of which were marked as “available to ship immediately”, the other was showing that it would be in stock the coming week. These misleading labels were what made me select and purchase those items - I wanted to have a bed to sleep on asap. It is Jan 30, 2023 and I still have not received any of these items. I called West Elm and got a cancellation and refund for my entire order. I will never purchase anything from West Elm again, and I do not encourage anyone to do so.

Ordered a bed in Early August, it is now the end of January and still no bed. 5 months waiting for a bed! They pushed out the delivery date 5 different times now. When I called customer service asking what was going on I was told a part of the bed was on back order but finally came in so I should be able to schedule delivery. Finally, weeks later, I got an email saying the bed was ready. I was able to schedule delivery, but the night before the bed was supposed to get delivered I get a call saying the part is still not in and they are not coming out. The night before!! Previously they told me the part came in so I don’t know what the was about. Never heard back to finding out where this part is. The story changed every time I called, and I got lied to saying the bed was ready. So unprofessional in every way. Clearly they are selling furniture they don’t have. Will never be ordering from here again.

Ordered mirror Sept 5. Called at least a dozen times. Spoke w two “supervisors” “Jessica” and most recently this past Fri “Delores” who said she or the hub would contact me Fri or Sat. Never happened. They tell me the same thing every time. West Elm does not care about the customer. SEPTEMBER 5th is when I paid for the mirror and I’m still waiting for it. Would someone wake me up from this nightmare? Who do these people think they are? Never again.

I paid $200 for white glove delivery of a bed bench. The store would not allow store pickup. The truck parked in front of the neighbor's house and walked down to make sure I was the right house. Then, rather than driving down to my house or driveway, they stayed there & proceeded to unbox and unwrap my white bench in the middle of the road. Then it sat in the road while they rearranged the boxes in their truck. Then one of them hefted it up on his shoulder next to his hair until the other man climbed out to help him. Then they paraded it down to my house. I should have been permitted to pick the item up at the store given it is a $799 item and under 50 lbs. Paying $200 for this low level service is ridiculous. West Elm my order # was ** if you are interested and are free to contact me.

I am not the type to typically write online reviews, but this terrible experience has forced my hand. Very similar experience to another review I see here. I would have to agree that this entire furniture department is a SCAM and I've come to doubt that they actually have the furniture. We ordered a custom bench from West Elm 7 MONTHS AGO. Originally the delivery date was about 8 weeks out, but kept getting delayed and delayed over and over again. We would call and ask for an update and get the response "we'll look into it and get back to you in 3-5 days" after which they would never follow up. We called probably 8-10 times over the course of the 7 months.

We chose to order this product specifically because of the advertised delivery timeline on West Elm's website when we purchased it. We are expecting a baby and needed the dresser by the date listed when we made the purchase. Since ordering the dresser, the delivery date window has been moved back twice, and we also went through a period during which West Elm could not provide any information about the location or potential delivery date of the product. We are disappointed in West Elm's service and would not recommend this company to anyone placing an online order for furniture.

I ordered a side table that had a delivery date of a few weeks. When I placed the order, I checked back to the shipping status weekly for 3+ months and it kept being postponed by one week. I kept calling customer service and they would tell me the exact same thing I can see online so their help was pretty useless. I then called to cancel my order and the customer service rep confirmed it was canceled and that I would receive a refund within a month. A month goes by and the table arrives at my door after I was already told it would be canceled. I was still charged for the table when I was told that it would be cancelled and I would receive a refund. Do not trust this company. I will never order from them again. If you do decide to place an order, just know it will take at least a year to show up and you won't be able to cancel your order.

This company is a total scam. They tell you a delivery date charge you a ton of money and then months go by and you never get your stuff. I will never be ordering from them again. The people on the phone give every excuse and runaround as to where your stuff is and then when you request a refund they say they can't give a full refund and they will charge you for shipping costs. Lesson learned.

I bought a wooden coffee table from West Elm in the fall, and it arrived in good condition. Unfortunately, in November, it developed some deep cracks. The humidity changes had affected the wood, and it was evident that it had not been appropriately dried when it was manufactured. Furthermore, the sealer had not been applied evenly. After having a carpenter inspect the table to see if we had done something wrong, I called West Elm, who initially started a process to verify the quality issue. However, after several calls and two months later, a West Elm "leadership" agent informed me that their customer service agent had mistakenly filed the quality issue and that the problem was not West Elm's responsibility. For a $1500 coffee table, I would have expected better customer service. Needless to say, I will not be buying any items from West Elm again, and I strongly recommend that no one else does either.

I ordered Harmony Modular Sectional in two pieces. One was an open box item and other piece was not. Both pieces had different shipping dates. I received the open box piece yesterday and besides being terribly dirty which I could understand since is open box but problem is it’s completely the wrong dirty item. It is a corner piece and not the left 2 seater sofa piece. I called customer service and was told that is what happens when you order open box items. "You really don’t know what you're going to get." Exact words from them. I would at least expect the item you ordered and paid for.