West Elm Reviews

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. 🤬

Terrible company, delivery communication is HORRIBLE. After missing their delivery window, they contacted me to see why I had problems with my delivery. I missed a PT appointment because of this and had to pay another $100 out of pocket... Note that their white glove delivery is $150 on a $500 purchase... They offered 10% discount which had to be approved by the leads, after another 30 minutes on the phone. Instead of just refunding the delivery fee they said, "We'll give 10%" and that was it. Use a different company for furniture. Upscale prices for this type of service and product should be illegal.

I have had the absolute worst experiences with Pottery Barn and West Elm customer service. I placed an order on 10/13/2025 and have not received it. I placed a call into CS last week and was told there is no guarantee the order can be cancelled because it's from a "third party vendor" but that they would try and call me back. A week later, no one has called me back and the item is still "awaiting to ship". Today I was told the vendor refused my request to cancel and I still have no idea when the item is supposed to ship. West Elm has my money and their CS cannot help. I am literally sitting in limbo with no resolution after 45 days and multiple phone calls.

I was offered a refund for the items purchased.

I love the design style of West Elm. Used their site when remodeling my bathrooms and kitchen. Now a few years post remodel I now understand why West Elm does not have customer reviews on their site. Light fixtures have rusted. Medicine cabinets have developed some cracking in the mirrors, toilet paper holders never worked properly, and faucet hardware does not hold its color. Oh, and bathroom vanity has had multiple issues with the drawer hardware does. I have contacted the company multiple times and was offered a 15% discount if I wanted to replace any of the items. My impression is that these are cheap products that are marketed as high end. Don’t waste your $$.

I purchased the asymmetrical ceramic lamp from West Elm not quite 4 years ago. About a month ago one of the spokes on the lampshade came unsoldered and the shade could no longer hang on the lamp. It was not possible to do an easy fix with tape or crazy glue and the lamp was unable to be used. I called West Elm and asked them if they could offer me a replacement shade but they said as the shade and lamp were 4 years old there was nothing they could do.

This review is for the Mooney Pendant lamp. I bought this for our dining room renovation. We were one day out of the 30-day return period by the time the electrician was able to install it. We found out it had a manufacturing “defect” but what it really is is poor quality control. The parts that hold the shade to the lamp frame didn’t line up, so it wouldn’t sit properly on the frame, so the shade popped off of it, easily broke it and the frame punctured the shade. Shoddy craftsmanship all around.

This was my first experience with this company. Chose to visit a store in Santa Monica to view some couches. Totally ignored from their staff until after I went to a computer in the store and placed my order. Then one salesperson came to take my order number so they get credit... Three weeks into my wait, I see a refund from them on my credit card statement. No word why but upon checking the status of my order, it was cancelled. Is this company for real or a catalog scam. Never seen a company with such attitude at a time that the average person shops IKEA. At least they deliver what they advertise, including lack of service.

Despite a similar poor experience with West Elm in 2022, and in a moment of weakness, I ordered a custom Laurent couch in Sand distressed velvet 9/21/25. It has now been delayed X2 with a revised delivery date of February 2026. I contacted customer service this week (Nov 11) to cancel the order. The CSR said she would submit a cancellation request “to the vendor” (which I thought was a curious choice of words, because the vendor is West Elm?) and they would get back to me. Today (11/14) I received an no reply email I can’t reply to stating:

Ordered and received a Nassau sectional, but only 1 of 2 boxes of sofa feet came so the couch remains incomplete since 11/4. I have called customer service twice. The second time I was told they used my Allstate insurance that I paid for to order the missing sofa feet. This is just completely unacceptable to me. What if I never purchased the insurance would I just not get the feet? I wish I didn't accept the couch when they delivered it but the delivery people set it up in the living room before I was informed it was missing feet.

I bought the Graduated Dot Wool rug, and shedding did not stop after 12 months, as opposed to 3-6 months advertised at the website. Shedding is so excessive that it fills my vacuum tank every time I clean it and dust particles land on the surfaces of my living room. West Elm denied the warranty claim, despite the clear manufacturing quality issue. Customer service was not helpful, and they said leadership decided so without clear explanation. I would avoid buying any rugs from this company, considering quality issues and their unwillingness to address the issue.

They have terrible customer service. The store associates offered little to no help, and the 800 number kept me on hold for over 30 minutes. When I finally reached someone, it took another 20 minutes just to get an answer. It’s a shame the staff is so unhelpful because their products are actually quite nice.

I ordered a sideboard from West Elm in June that was listed to arrive in September. Since placing the order, I’ve received multiple delay notifications pushing the delivery further and further out. Eventually, I was told it wouldn’t arrive until February or March of 2026. After multiple attempts to reach customer service, I found the team to be unresponsive and unhelpful. Considering this order was placed through my designer’s trade account, I expected a much higher level of service.

I’m so disappointed in West Elm. We were moving my mom into a retirement community and ordered a couch and chair for her from West Elm for delivery in December. We gave away her old couch. Now I just get an email saying it won’t be ready until April. Complete bait and switch and now my elderly mom doesn’t have a couch. Inexcusable.

Spent over $500 on three planters less than a year ago. A few months ago, they started rusting and are now literally rotting and disintegrating. I am sure my plant got sick from this garbage planter and is half dead. When I asked for a refund, they hid behind their “return window” policy and refused to take responsibility, as if I have to accept that 500 dollar planters should only last through their return window. Then only accepted to throw me a useless store credit like that fixes anything. This place is junk. Will never be buying anything from them again.

This company is terrible! I was forced at checkout to spend almost $300 on "West Elm White Glove Delivery" for a piece of furniture that I measured tirelessly to absolutely fit into my house. Upon delivery, 3 MEN refused to lift the piece over their waist to get it up to the 3rd floor, where I was paying for it to be delivered. I have had many pieces of furniture delivered there before but they said "that's different companies ma'am" and "professional movers, which we are not". They made me talk to a customer service rep who forced me to return the item or leave it on the first floor -- and then took my $280 for the delivery fee, refusing to refund it. It's a delivery racket -- and the most unprofessional, disrespectful customer service I have encountered. Now to see if they will actually refund the $1900 I paid for the furniture. Buyer BEWARE!

Will someone at West Elm please help. We ordered 2 Harmony motorized recliners and took delivery in April 2025. One of the recliner's motor broke after two weeks. We called immediately to get the motor fixed as the recliner was stuck extending out into our room. After many, many calls to customer service, we are still waiting for the motor on November 3, 2025. I'm hopeful someone from West Elm will reach out and help us resolve. Thank you.

I was told that once we received our from Ryder Last Mile, "someone" from West Elm would be contacting us to provide us a discount/compensation for the ridiculous process and time-consuming nightmare we encountered. Guess what? We receive our merchandise over 2 weeks ago and no one has reached out to us regarding a discount or compensation. I contacted the "senior" customer service representative who was "highly involved" in our case, and once again, I receive a busy signal. I am not hopeful that anything will be followed up on. I just want others to be aware of this experience and be forewarned against shopping with West Elm.

I have never experienced customer service this incompetent or dysfunctional. I ordered a chandelier and they sent parts from two different lamps and after 4, 1-hour phone calls, 3 different customer service people & 6 MONTHS (!!) - THEY COULD NEVER SOLVE THE PROBLEM. The first person told me they would deliver a new complete chandelier (the one I ordered) to my home & after two months I called to check on delivery & no one knew what I was talking about - it took 15 minutes for them just to find my order #.

Updated on 10/28/2025: Final decision by West Elm team: "The type of damage in the photo does not indicate a manufacturing defect, but damage to a finished product. The damaged area is at the base of the table, an area that could have been accidentally damaged by foot traffic or when re-positioning it within the living room area." This statement reinforces that this is a poor quality product. Regular foot traffic or positioning should not reasonably cause any damage to a well made product ~ it is clearly a workmanship issue.

SCAMMED BUSINESS. AVOID WEST ELM at all costs. Their online service is absolutely a scam. Be careful when making a return, as sometimes they won’t refund the full amount. When I called to verify after the transaction was completed, they gave me excuses, claiming the deduction was for shipping costs. On one occasion, they did not refund my sales tax. It took me 30 minutes on the phone to get the sales tax refunded. However, upon reviewing my bank account, I noticed they only refunded the sales tax and never returned the merchandise amount. SCAMMED BUSINESS.

Placed order 8/25 for pickup at store, confirmation lists eta of 9/17. After 9/20, the tracking had not changed online, called customer service who provides same status listed online and zero solutions. Tracking eventually updates to 10/20 eta, call customer service again on 10/21 who agrees that the order should be reshipped at this point. The replacement order confirmation has eta of 11/18. Customer service chat offers no solution or means of expediting the order, says that they cannot offer compensation until after delivery, that refunds take 3-5 business days. If I had not reached out multiple times, would the order have sat unfulfilled forever? They have zero regard for their customers and I would caution anyone to purchase from them.

I had a very disappointing experience at the store on 1870 Broadway. The customer service was terrible from the moment I got to the second floor. Nobody seemed uninterested in helping me. I had to take what I wanted. Once I wanted to pay the cashier (Andrew) was not polite, and his attitude was not very polite. No stars at all.

After searching for the perfect table for my new home I finally pulled the plug and ordered with West Elm as I had many other options. The delivery arrived Aug 26 (by the way their delivery schedule are only certain days and time- inconvenience). The table was assembled and after paying close attention the next day I noticed the top of the marble table wasn’t flushed with the base. I immediately called and explained I’m not sure if it simply needs to be repositioned or replaced. They said no problem, we’ll get a “medic” out there to check it out. Of course only between the hours of 8-2p Tues-Sat which doesn’t align with my work schedule! I spoke with a supervisor and she spoke with the delivery team which is third party company. They arranged to accommodate me closer to 4p.

I recently put in a large order online. I searched for a delivery schedule but could not find it until after I put in the order only to learn that most of it would not be delivered until January of 2025. I immediately called to cancel the loveseat as I need a place to sit in my empty apartment but am ok with waiting for the rest. After a long time on the phone, the agent informed me that the loveseat part of the order was canceled and I then bought a loveseat from another vendor that had it in stock. When I called the following day to confirm the cancellation I was told that I could not cancel since the loveseat was made to order which is a ridiculous excuse since the delivery is still 3 months in the future. All this to keep a measly $1,100 and cause me anguish.

Updated on 10/23/2025: So the saga continues. West Elm was supposed to deliver one of missing stools yesterday got the email even got a call from driver that they were 15 minutes away. After 25 minutes passed I got a call from dispatch, "Oh so sorry we forgot to load the stool on the truck this morning." Can’t write this stuff who would believe. So we discussed delivery for today they agreed to deliver after 1430. Three hours later received email delivery confirmation “your delivery will be between 1100 and 1400," exactly when I would not be here.

The worst experience with the defective custom made Harmony couch which was delivered on 6/7/2025. I paid close to $3000 for it. The same day later after delivery team left I realized it was making a loud clicking sound when I get up from it. I called (and have been calling) customer service right away and asked to have the couch replaced of returned for a refund. I was told no refund since it is a custom piece. Delivery quality team sent a technician - an unprofessional malodorous man who didn't even introduce himself. He told me that I needed to "regulate the couch". That was in July. I continued to have the same issue with the couch and asked DQ team to send a different person with better hygiene.

Spent well over $6k on new furniture after a move. And I guess we'll never get to see it. It's been 2 months since we've ordered it. Tracking says it's been sitting in a facility for over a month now, with no plan on moving any time soon. We're now in the promised delivery dates, and nothing. We've called, we've emailed, etc. No one can help us. We discovered a clerical error - found out they were waiting on a second couch that we never ordered. We let them know and they struggled to admit they made a mistake. So I guess our furniture is stuck in limbo forever. I'll be 3 months soon. We have no furniture in our apartment. This is a nightmare. Never again. And for the record - don't bother emailing. I emailed customer support and never heard back. This company truly does not care.