West Elm Reviews

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.

I bought a couple of towel bars and cabinet hardware from West Elm online. First, the packaging was terrible so the box opened and some of the items fell out before it was delivered to my door. Then, when I went to install the towel bars, there were missing screws. I tried to call them to send me new screws but they required that I ship the entire towel bar back because they could only send an entire new product.

We waited 3 months for our couch to arrive. When it finally arrived - later than it said it would - delivery was a disaster. We were told 3 days in a row the couch would be delivered that day and - after arranging to be home for delivery - it wasn’t. Then we were told the couch would be delivered on Friday. Well on Thursday at 5 pm we got a call saying the delivery was 30 minutes away! We had plans and a babysitter so we had to get someone to receive the delivery. An hour and a half later they showed up with a broken couch. I’ve been getting the run around from customer service about a repair for 6 weeks. They said it needed a replacement part and sent the wrong part! The. They just stopped responding to my emails. It was a really expensive couch and literally the worst customer service I have ever experienced. Never shopping at any Williams Sonoma owned store ever again.

Quality of product and customer service is horrible. Purchased two area rugs, paid $300 for an "inside white glove delivery", didn't remove old area rugs and refused to move 2 chairs and a coffee table. A total scam. The rugs, absolute garbage. Target has higher quality. Will never purchase from them again. Garbage product.

I like most of their products but this review is about their shipping/return system. They never offer free shipping no matter how much you spend but that is known upfront. I returned two items in separate boxes, nowhere did it say what the return shipping charge was going to be, if anything. They refunded one of the items less about $15 but a month later still no refund on the second item. I called and spent 20 minutes on the phone with a lovely customer service rep while she tried to figure out why I hadn't received the second refund. I am hoping that money will be arriving soon.

We worked with our designers to select and purchase multiple products from this company across several points in time, and every single experience has been terrible, not just a one‑off issue. It began with a spring order for an outdoor console table that warped and cracked in under two weeks despite being advertised as an outdoor piece. Then our living room rug was delivered incorrectly, went out of stock, and after months of shifting availability dates, finally arrived in January paired with a delivery company that nearly refused to install it in our Vancouver condo. Even after our designers fought on our behalf and the white‑glove fee was refunded, the ongoing quality issues, delays, and poor customer service make it clear that this is not a company we would ever recommend.

Ordered in July 2025. Promised for September. Took our money. Delay Delay Delay. Tracking was unintelligible. Called and WE didn't have clue. Finally delivered 1/13/2026. We will never order from them again.

Despite detailed explanations and photos, West Elm is offering to replace one cushion again and nothing more, calling it a “one-time courtesy.” I was also told they couldn’t share whether other customers have reported similar issues. For a piece of furniture at this price point and age, this level of quality and customer service is unacceptable. I strongly recommend staying away from the Nassau line.

Horrendous customer service and delivery time frame. Bought my couch 9/1/2025, it is now 1/7/2025, STILL NO COUCH. I just moved into this apartment with my fiancé and we’ve had no couch. The place does not feel like a home.

We bought a Haven 113" Right Multi Seat 2-Piece Bumper Chaise Sectional, Distressed Velvet, Storm Gray for ~$4,000 in 2023. We had to wait several months to be delivered. The piece is very beautiful and we had a good experience with the delivery. However, the quality of the cushion is really not up to standard, and after 2 years there is not much support, or shape. It is very uncomfortable and we are pretty much sinking into the coach... I had sofa from Ikea and R&F for a third of the price that lasted 10+ years!. We are extremely disappointed. I have reached out to the customer service as this should not have happened, and was wondering if they rushed the production of it which could explain the quality issue. Could not get them on the phone; chatted with an agent who told me that I have to pay for repairs since I do not have extended warranty. So I guess it is ok to sell sofa that last 2 years for $4K!

I am a B2B customer and repeatedly experience lack of exceptional or above and beyond customer service, even in regards to personal project purchases. The 30 day return window is completely unreasonable, especially for projects that use: lighting, vanities, medicine cabinets, fixtures, etc. As a pro that often is helping clients purchase items in advance so that they are ready to be installed on projects that can often experience delay's then have absolutely NO recourse, NO exceptions, to help clients when parts are unopened and uninstalled only to find out during installation that the parts are broken or damaged is ABSOLUTELY RIDICULOUS!!! Customer Service refuses to provide replacement parts or anything to help resolve the situation. I have never experienced anything like it at any other retailer. BUYER BEWARE!

I explained why I came into the store to buy a tray that was on sale from $68.00 to $47.99. They checked and it is not in their store, so she said she could order for me and have it sent to my house. So I said ok, and gave her my driver license for all my info. While entering my info she told me there will be tax applied to the $47.99 total. I said ok, then she rang up the charges and it had a $12.95 applied for shipping. I asked her many times to do something about the shipping charges, but she said there was nothing she could do. I asked where the tray is being shipped from and she said Phoenix, AZ, I live in Tucson Az., this is 112 miles. I could drive up there for the price of the shipping. So the moral of this story is a tray I thought was on sale, turned out not to be due to the price of shipping. Now the real kicker, today (a day later) the tray is now on sale for $39.99. This store is just a rip off, nothing more.

Reclining Harmony sofa. This was the couch I received! I ordered from this store but the bad experience I have received from from the main customer service especially management has been horrible. I reported these issues when I received this on the second of December and 4 managers and 2 district manager reviewed and state this as pet damage, it’s not damaged by my pet but because I stated after all the defects that my small pet jumped on the premium pet resistant fabric and scratched which I’d rephrase as left a mark because that’s not damage compared to the way they sewed this couch with the bunching and the seams coming up and the zipper that’s not listed at all online. 1 manager and representative agreed they made this couch wrong but I called today and it was denied due to me mentioning the fabric's issue with my pet jumping on.

We ordered a bed and a desk in Nov. Delivery scheduled for Dec 20. We're notified 2 days before that the bed is not ready for delivery. Then the desk comes - structurally broken. Their compensation $150 to keep a broken desk or wait another month (at least) for the replacement item, this is a $1700 product. I asked her to talk to her manager I want 50% off for the inconvenience of having a defective product or having to completely set up and take down my desk and wait 3 months.

We purchased these sheets to match our subtle celestial bedroom theme, and while the design is cute, the comfort is a major disappointment. These are the most coarse, rough sheets I’ve ever tried to sleep on. The fabric feels stiff and scratchy, even after washing. They were so uncomfortable that I had to switch the pillowcases back to my smooth percale just to get a good night’s sleep. Unfortunately, the look doesn’t make up for how unpleasant they are to actually use.

I have called customer service three times and the Boulder, Colorado store three times as well. I have talked to someone every time about my issue, which is that my furniture was to be delivered between November 25-December 9th but I was notified it would not come until March! I went to cancel my order due to the ridiculous delay and was told I could not. When I requested they at least send the items that are ready to ship and then ship the delayed chair in March, I was told a supervisor would reach out to me. No one has gotten back to me after assuring that they would. This has been the worst consumer experience I’ve ever had and I spent a good amount on this furniture. Awful customer service.

I placed an order with West Elm on November 9th, 2025, and when scheduling the delivery, I explicitly requested a time after 10:00 AM. Despite this, my delivery was scheduled for December 5th between 8:30 AM and 10:30 AM, forcing me to rearrange my schedule to accommodate it. I monitored the delivery through the live tracking link beginning at 8:30 AM. At no point did the truck’s location appear anywhere near my address. I don’t know if the tracking was inaccurate or if the driver never actually arrived. Around 8:50 AM, the status abruptly changed to “Delivery Cancelled.” I noticed I had missed calls from unknown numbers around 8:20 AM (3 calls) and 8:38 AM (1 call). I called both numbers back immediately but was unable to reach anyone. When I later saw a text from one of those numbers, I replied at 9:30 AM stating clearly that I was home and waiting.

Expensive Andes queen bed delivered and set up September 6th 2025 with the wrong sized wood support legs that run under the bed down the middle. Supports are far taller than the metal legs (likely went to another bed) so bent the bed in the middle likely damaging the frame and mattress. The delivery guys tried shaving the legs down. Not enough. My husband spent his Saturday sawing them down. Not enough. Both times I called over the following 2 months, I was told they’d send the correct support legs. Never arrived. Just called now. Told they’ll arrive Feb to March 2026. 6 months of damaging pressure on the bed and mattress IF they actually send them. 🤬