West Elm Reviews

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About West Elm

Pros
  • Wide variety of furniture
  • High-quality and durable products
Cons
  • Frequent delivery delays reported
  • High prices for some items

West Elm Reviews

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    Page 2 Reviews 10 - 40
    Customer ServiceStaff

    Reviewed April 3, 2025

    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.

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    Staff

    Reviewed March 24, 2025

    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 had high expectations for the quality of West Elm furniture, and I am truly disappointed that this product has not met the standard of durability I anticipated. I kindly request that this issue be addressed, as I believe this defect was present from the beginning. I would appreciate it if West Elm could provide a resolution, such as a replacement or repair, or guide me on the next steps. I am happy to provide any additional information or documentation needed.

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    Sales & Marketing

    Reviewed March 18, 2025

    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!

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    Customer ServiceInstallation & SetupStaffProcess

    Reviewed March 13, 2025

    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.

    The UPS claim was closed as "loss" on March 6th. At that time, a replacement order (#**) was placed. However, this replacement order was subsequently canceled on March 9th without any explanation. Upon contacting customer service on March 13th, I was informed that the replacement was canceled by the leadership team and that I am now required to file a police report and dispute the charge with my credit card company.

    I am concerned because: I followed West Elm's instructions throughout the process. I was told a replacement would be sent after the UPS claim was resolved. The replacement order was canceled without notification. I am now being told to file a police report a month after the fact. It appears UPS will reimburse West Elm for the lost item.

    I would appreciate it if a member of your leadership team could review this situation and assist in either replacing the lost item or providing a full refund. I followed the procedure given to me by West Elm and feel that being asked to file a police report at this late date is inappropriate. - In addition - I did all the leg work with UPS to get the claim filed. UPS is waiting on West Elm to complete the paperwork to get refunded and West Elm is refusing to take action. Leaving the consumer with no product or refund and nothing I can do to solution the issue.

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    Customer Service

    Reviewed March 9, 2025

    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.

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    Reviewed March 5, 2025

    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!

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    Verified purchase
    Customer ServiceProcess

    Reviewed Feb. 28, 2025

    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.

    So I call again the next day and they apologize and say they will return a few days later. Once again, that date arrives with no delivery. I call AGAIN and they say that there is now a note on the order stating that the item was actually never in the warehouse at all. At no point during this month-long process did they contact me directly. I rearranged plans to be home to accept the delivery on 3 separate days. Absolutely no effort was made to correct the issue except issuing a refund.

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    Customer Service

    Reviewed Feb. 25, 2025

    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.

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    Reviewed Feb. 12, 2025

    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!!!

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    West Elm
    Response from West Elm
    Hello Jill,
    Thank you for sharing your order number. The two replacement cushion cores are preparing to ship with an estimated delivery date of March 19th.
    Is there anything else I can assist you with?
    Thank you for reaching out to us,
    Suzanne A.

    West Elm

    Resolution In Progress
    Customer Service

    Reviewed Feb. 12, 2025

    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.

    Original Review: We purchased a dining room table and 8 chairs. 2 legs have snapped off of two of the chairs and the top of the leg split. There is only a thin screw holding it in place. These chairs are clearly built for aesthetics and not for any degree of durability. We are a family of 3 and don't lean back or jump on our dining room set. They broke from normal use. Since we have had them for 2 years they are out of the warranty period and the company says we will need to buy additional chairs as they will not repair or replace them. The quality of these chairs is terrible and I would not recommend buying furniture that is so poorly constructed that it cannot stand up to normal use.

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    Contract & Terms

    Reviewed Feb. 11, 2025

    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.

    Original Review: A lot to be said about West Elm furniture quality. Ordered a $3500 Andes chaise sectional and regret it greatly. Back cushions are misshapen and lumpy with uneven seams providing no back support. Upon leaning against them they flatten and my back hits the hard frame. After only two months seat cushions started sagging to the point where they are so flattened they stick out beyond the frame. And it’s all with very light 130lbs one person use. Opened a claim with West Elm and was told all this is due to wear! After 7 months. Andes is advertised as 4/5 firmness contract level furniture but what had arrived is nowhere close to that. Low quality materials that do not last. What you get to sit on in their showroom is not the same product you receive.

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    Customer ServicePriceStaff

    Reviewed Feb. 9, 2025

    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.

    When I spoke to the agent on the phone she told me that the table would not be available until sometime in March (a full month later), yet the email I received states the the table will now not be delivered until late May/early June. When I called to ask why is it being delayed as the original agent told me March, I was not given a clear answer. I had to initiate inquiring about a price compensation due to the hassle, in which I was told I was a "good candidate" for a possible compensation but that I would have to wait until the table was received to even apply for receiving compensation. Which is a rip-off approach to making amends for their shortcomings. For a high end brand with expensive pricing, West Elms delivery services and customer service is not a good look. Disappointed and will not be shopping from them in the future.

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    Customer ServiceStaff

    Reviewed Feb. 7, 2025

    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.

    We purchased a number of living room pieces, from their Palm Springs store. All were delivered in good condition with the exception of the coffee table, which was a completely different style color from a different collection. Ok....so they took it back. After a week, they delivered the right piece, but it was badly flawed. We refused it. (Obviously nobody takes a look at what you're actually being sent). So now they have their coffee table back and of course they had our money. At that point they refused to do anything, when all we wanted was a replacement. The store said they could do nothing to help us. Their upper people literally ignored my phone calls and correspondence. I was very frustrated, but finally got ahold of an empathetic general manager, who seemingly managed to pull enough strings to hopefully get something to happen. (Note: He kind of hinted at the fact that even his efforts might not get us the needed replacement, so we'll see).

    Having lost everything in a house fire we had planned to buy other pieces from them, uh...that certainly won't be happening. What a way to run a company....or not run it. Note: Again, no one within a store apparently has the ability to resolve any issue. Once you buy a piece from a store, they're finished with you, regardless of the problem. We were literally told there was nothing they could do. SO BE AWARE, SHOULD YOU DECIDE TO BUY FROM THESE PEOPLE.

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    Customer Service

    Reviewed Feb. 7, 2025

    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)

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    Installation & Setup

    Reviewed Feb. 3, 2025

    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.

    To explain, this is a sculptural shade with heavy paper stretched over a wire frame - like a paper lantern, but cooler looking and (theoretically) better quality. Well, the paper is shredding. Two huge rents that go through both layers of paper, and I can see multiple new tears forming in the interior layer - something I never thought to check for. $400 down the drain, as West Elm won’t offer any sort of help or even a partial store credit. Their only suggestion was to call Furniture Medic. Can’t believe I fell for the “contract grade” nonsense. My cheap paper lantern from Pier 1 held up better than this.

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    Reviewed Jan. 31, 2025

    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.

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    Customer ServiceReliability

    Reviewed Jan. 28, 2025

    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!

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    Customer ServiceCoveragePrice

    Reviewed Jan. 25, 2025

    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.

    What really frustrated me was their response: no apology or recognition of the issue, just an emphasis on selling a new piece. They claim their vendor doesn’t allow them to sell replacement covers, but it’s clear they have the materials to make one, as they offer custom orders for new couches. For the price, I expected much better quality, and after this experience, I won’t be returning to West Elm. Disappointing customer service and poor product quality—very frustrating.

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    Customer ServiceStaff

    Reviewed Jan. 23, 2025

    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.

    Here’s where it gets worse: Their customer service was atrocious. I was transferred endlessly, placed on hold for hours, and gaslit at every turn. A representative accused me of lying about my living situation and even looked up my home’s purchase history (???). Another rep suggested I pay the previous tenant’s dispute myself to lift the ban. Other tenants at this address have been able to place and receive orders, making their enforcement of this “ban” completely inconsistent.

    Despite hours on the phone and countless escalations, West Elm refuses to budge. They told me that unless the previous tenant pays the dispute—or I pay for it—my address will remain banned. This is not only unprofessional; it’s discriminatory, invasive, and downright unfair. I’ve already reported them to the FTC and BBB, but it’s clear this company has no accountability or proper customer support. If you’re considering buying from West Elm or any Williams-Sonoma brand, I’d strongly urge you to think again.

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    Price

    Reviewed Jan. 20, 2025

    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.

    So I had no choice but bought Dyson HP09 air purifier this Christmas. Guess what reading is the formaldehyde level? You'd think it'd be pretty low after all the time and effort, but it is still 23 μg/m3, a medium acceptable level. West Elm advertises it as a natural, sustainable and environmental product. But clearly it is a low quality piece that poses health risk. And coming with such a high price tag, what a joke. I tried to leave the review on the product webpage and then found out there was no review section. Not surprised and I am done with West Elm.

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    Verified purchase

    Reviewed Jan. 17, 2025

    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).

    Lastly, in regards to the quality, there are small areas unstained and it’s IMPOSSIBLE to open the drawers. The rails are so stiff that we try to leave the drawers ajar. If the drawers do get closed, I usually have to start at the bottom to grab a hold of the interface between the drawer and the body of the dresser and then work my way upward to whatever drawer I need. The combination of extremely stiff rails and small black knobs has created an everyday struggle just trying to get clothes out of the dresser. I have even bent a nail from sliding off the knob while struggling to open a drawer. After the expense and wait, one would hope that at least the drawers can be used to store clothes.

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    Customer ServiceStaffReliability

    Reviewed Jan. 15, 2025

    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.

    Despite multiple follow-ups, including an email from a representative named Kayla on December 12 confirming they would repair the sofa, West Elm later denied this and insisted I had opted to keep the sofa in its damaged state. This is entirely false, as my numerous calls and emails clearly show. To make matters worse, when I visited the store on December 6, the salesperson told me they would only pick up the sofa and provide a refund if I purchased a new sofa from them. This coercive policy is both unethical and, in my view, potentially illegal. Their refusal to resolve the issue has left me with a defective product that is unsafe for my home, especially with a toddler. Adding insult to injury, their customer service team hung up on me during a call, and I had to repeatedly follow up without any resolution.

    I have since discovered that many other customers have reported similar experiences online, highlighting a disturbing pattern of poor service and refusal to address valid complaints. West Elm's failure to honor their promises, coupled with their dismissive and unprofessional behavior, has been incredibly frustrating. I strongly caution anyone considering a purchase from them to think twice. A company that treats its customers this poorly does not deserve their business.

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    Customer Service

    Reviewed Jan. 14, 2025

    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.

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    West Elm
    Response from West Elm
    Hello Linda,
    Thank you for reaching out to us, I apologize for the frustrating experience you have had with ordering your replacement. Would you please send me your order number in a private message, I want to make sure that your replacement order has gone through correctly.
    Thank you!
    Sincerely,
    Suzanne A.

    West Elm

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    Verified purchase
    Customer ServiceStaff

    Reviewed Jan. 13, 2025

    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.

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    Customer ServiceContract & TermsStaff

    Reviewed Jan. 9, 2025

    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.

    Meanwhile, the movers put the couch in the garage, still totally wrapped. They used my landlord as a translator to say they needed me to sign on their phone that the couch was in the garage or they could not leave my property. I asked to read the agreement, they said they could not give me the phone, just sign. I said I was uncomfortable signing, my landlord said they assured him it was just to say the couch was in the garage and they would not leave unless I took my finger and signed. I asked for a copy of the document to read. They said they did not have one. So I signed.

    The next day the couch surgeon took one look at the couch and the stairwell and said, "this will fit, I don't need to do anything". He then carried it up with his assistant as is. I paid him 300 dollars as it was a scheduled disassemble. I already paid West Elm White Glove over 250. I get the couch unwrapped and there are problems. Stains, chips in the legs. So I call and explain my situation to Customer Service. They tell me this sounds like a nightmare, they will direct me to their delivery team. I speak with Lacey from the delivery team. She speaks with her supervisor - the result:

    They said I signed away all my rights. It does not matter that the delivery guys refused to carry my couch up, never assembled it, did not speak English, lied to me about what I was signing, provided no way to read the waiver, no copy of the wavier, and did not give me White Glove service nor even deliver it. Does not matter I hired the delivery guy's friend and paid him an additional 300 dollars for a couch that absolutely COULD be brought up the stairs. Does not matter that the couch had flaws, stains, and chips and I documented everything with pictures and witnesses.

    I was told I signed away my rights. I was offered not a cent. Not even a replacement leg. Nothing. I asked for corporate. Nope. I asked to speak to a supervisor. Nope. This is near criminal behavior. They will definitely write some fake comment about helping me beneath this - but it is just that - fake. I urge you to avoid West Elm. If you buy, bring it home yourself, do not get it delivered and never sign anything.

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    Response from West Elm
    Hello Zach,
    I promise that I am not a bot, I am human. I am very sorry for the very frustrating experience that you had with the delivery of your West Elm couch. If you will please send me your order number in a private message I will look into this for you and find out what we can do to assist.
    Thank you for reaching out to us. I look forward to assisting you.
    Sincerely,
    Suzanne A.

    West Elm

    susan increased rating by 1 star.
    Customer ServiceStaff
    After a positive interaction with West Elm, susan increased their star rating on Jan. 31, 2025.

    Updated review: Jan. 31, 2025

    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.

    In fact, the only way we seemed to get any attention was by posting a terrible review here. It seems clear in my experience that West Elm does not have clear communication with their shipping companies which means that they are not aware of where your furniture is and when it will be shipped. This made our experience extremely slow, infuriating, and exhausting. We spent hours on the phone trying to find out what was happening and we endured 3 cancelled shipments (the text about the cancellation would come to us during the window when we were home waiting for the couch to arrive) at the last minute without any reason for the cancellation.

    Original Review: Jan. 9, 2025

    We ordered a sofa 7 months ago and it still hasn't arrived. Customer service isn't helpful and frequently asks us to call the shipping warehouses to deal with things. We have been promised delivery twice and then the delivery is cancelled the day prior and nobody informs us or can tell us why the delivery was cancelled. We finally got to a supervisor (had to scream at someone to be connected) and she too has been extremely unhelpful. This is theft! They took our money 7 months ago and no product for us. What is our recourse?

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    Response from West Elm
    Hello Susan,
    I apologize, this is what I was concerned about. I am going to get you better answers and real dates.
    I apologize, I will update you as soon as I have better information.
    Sincerely,
    Suzanne A.

    West Elm

    Reviewed Jan. 7, 2025

    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.

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    Verified purchase
    Customer Service

    Reviewed Jan. 7, 2025

    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!!!!

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Jan. 7, 2025

    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.

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    Verified purchase
    Customer ServiceStaff

    Reviewed Jan. 7, 2025

    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.

    Original Review: I ordered two floor lamps. Apparently the shades ship separately from the base of the lamp. I got a notification saying they were delivered, but I never received a package. I followed up with customer service, who told me I needed to made 4 UPS claims for each box and then they would send a replacement. I created the claims and I got confirmation emails that the lamps were reordered. A couple of hours later, I got an email saying the order was cancelled. I talked to customer service again, and they said UPS closed the case due to no response from me. That was not true, and I forwarded all my emails to UPS to West Elm. They then said there was nothing they could do and to call customer service.

    I called and was told that I am banned from ordering from West Elm because my house is “unsafe for delivery”. I was shocked. The rep was so mean and condescending, she basically told me my packages were delivered and they must have disappeared “suspiciously” and to file a police report and contact my insurance?? She said I am no longer allowed to shop with them and they won’t give me a replacement or refund. Worst experience ever.

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    West Elm Company Information

    Company Name:
    West Elm
    Website:
    www.westelm.com