West Elm Reviews

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. 🤬

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.

I went into a West Elm today ready to buy 6 kitchen chairs, but wasn't sure of the style. There were 2 my wife and I were interested in. They were both upholstered chairs. One they didn't have in stock, and the other they had, but only fully wood with no upholstery. No big deal. We could sit on it to check it out and order the upholstered one. It was comfortable. I wanted to see what the fabric looked like but they didn't have a sample... Huh? How do you not have samples of the fabrics you sell? So we could order the plain wood chairs and separate removable cushions at $60 a piece. Yikes... So we get to the register to order and the delivery charge is $15 per chair... Absurd.

Updated on 10/30/2025: I ordered the Mango coffee table on 7/20, it was faulty and the hinge was broken so I returned it for an exchange. The next item came and was also defective. I returned that item for a refund. The item was picked up by UPS on 10/9 and delivered to the final destination on 10/13 and I have not received a refund. I called customer service and spent one hour on the phone with them without resolution. Somehow my order number has been lost in their system and they cannot figure out how to clear this up for me. I have spent >3 months, hours of time spent on the phone with customer service, and was told that they will have to look into it further. I have the tracking number proving it was returned, and the original order number but no one is helping me get a refund. To say I am disgusted is an understatement and I want someone to figure this out.

Terrible in store customer service. Everyone thinks they’re better than the ones shopping in the store. They definitely look you up and down to analyze if they’ll help you or not. I bought a few pieces from them and they are NOT great. Oh West Elm so fancy that you can’t even get real review on items online. Not only that my Mini Twist Pouf, 22"x22"x13", Alabaster I bought is completely deflated and flat after one year. It didn’t last. In fact I want to chuck it in the trash and it is not selling for $200 HAHHAHAHA. Don’t buy this!!!! My coffee table wobbles and they told me it’s my fault and I can adjust the bottoms but the legs are not even. That’s the real problem. Anyways don’t buy from them and I’m not sure how they’re still in business.

Really bummed that I didn't listen to the reviews and warnings. I had an amazing experience with an in-store employee that assured me that shipping timelines would be accurate. She has been absolutely wonderful, however, my shipping timelines have already been updated pushing our couch out to Mid/end of December already when it was supposed to be here in October. I was continuously assured that this wouldn't happen, I looked past the hundreds of reviews warning about the terrible customer service, only to be met with the same experience. That being said, this does not reflect the in-store employee at all.

I recently purchased the Aleena Linear Chandelier for our vacation home. After installed by electrician it was noticed a puckering on 1 side of the shade from the attachment of the wire. It also had a small crack in the wire as well, but the most bothersome was the lower shade was not evenly exposed and there is no way to make it so.

I ordered over $14,000 worth of furniture on June 24, 2025. Biggest mistake! Some of my items sat in a warehouse for 6 weeks before being delivered even though our order qualified for a split White Glove delivery (which I didn't want). The remainder of the items, 4 of which are not custom items, are "somewhere". The website says that the appointment has been scheduled for delivery. It hasn't. Our order has been elevated to a lead customer service person who is "actively working the case". She does not respond or call, even after she assures me she is going to.

Absolutely worst customer service experience I've ever had. I went to order a set of pendant lights but accidentally ordered only 1. I called immediately to see if they could add a second light. She said they could not, that she had to cancel the order and I would have to re-order. Apparently that's what she did. I received confirmation the order was cancelled and I placed the correct order. I was told I would have a refund for the first light within 10 business days. Well, I ended up with 3 lights anyway and no refund.

Bought a set of sheets online. They appeared in a large google search for ‘green sheet set’. When they arrived, the sheets were brown. Perhaps they didn’t appear accurately on my screen and with the color name ‘Elm’ it seemed like they would be a green color, but they were not. While disappointed, I figured I would just return them. When logging into my account it said this item was ineligible for returns. I had 30 days and it was only 9 days since they delivered.

I am extremely disappointed with the quality of West Elm bedding products. My go-to West Elm sheet set no longer holds up for more than 6 months. A complete waste of money for what are supposed to be high-end sheets. Customer service would do nothing to replace the low-quality product.

Updated on 09/25/2025: On 9/15/25 "Suzanne" responded to the above-referenced review and stated, "I apologize for a very confusing situation you've had with the return and refund of your table. As of today, the Mosco 42" table order has been cancelled on September 11th. The refund will take 4 to 5 business days to process and show up on your credit card...If you need further assistance, please let me know!" [NOTE]: West Elm has refused to explain the reason for the cancellation further noting that at this writing, the 42" Mosco table appears on their website with expected availability between Nov 21 and Dec 5.] As of today, 9/25/25, I have NOT received any refund nor a replacement table which is what I originally requested. West Elm made the decision to cancel the replacement with no explanation whatsoever. Photos of the damaged Mosco table that I received are attached to this update.

West Elm advertised a product on its website for 2499 in one place, but raised the price to 2999 in another place and would not honor the lower price. The lower price is still advertised to this day on their site.

Ordered two lights and two accent chairs, and was given a shipping cost of $100.11 for all four items in the checkout cart and on the order confirmation. The two lights were delivered and they canceled the two accent chairs, claiming out of stock after 2.5 weeks since purchase. They did not deduct anything off the shipping cost and still charged me the same shipping cost for two items when it was supposed to cover all four items. I called customer service and they could not do anything. I made a separate order for a third light, which is bigger in size and it charged $20 for shipping so I feel cheated paying $100 for shipping for two lights. It is a complete lack of transparency in shipping cost and West Elm is just overcharging their customers and there is nothing we can do about it. Do better West Elm. At this point, I refuse to be a return customer.

Unprofessional, received damaged items (the Laurent sectional couch in white) twice. The first time it arrived with black dirty lines like an engine oil stain. The second time it arrived half cleaned, they didn't remove all the stains and now there were scratches on the legs and the fabric was pulled and stretched. The management refused to talk to me and rectify the issue. The customer service is extremely disappointing.

After reading my review, a West Elm representative reached out to me and said of course they would replace the defective lamp, and I'm happy to report, they did! Following the instructions provided by that representative, I packed up and mailed back the defective product, printing a postage paid label provided by West Elm.

Approximately 10 days later, I picked up the replacement lamp at the West Elm store where I'd purchased the defective lamp. I'm totally happy with how this was handled after West Elm reached out to me, and so I'm increasing the star rating to five stars, because this situation was resolved this to my complete satisfaction. Thank you, West Elm, for following up!

We bought the West Elm Hargrove extendable Dining room table, which was delivered January 2022. It is the most disappointing purchase that we have ever made from a furniture company. It was actually delivered 2x - the first table was damaged with a huge scratch on the surface, right out of the box. I should've known then but they took it back and exchanged it for a new one. Over the course of 2 years, the finish on the edges around the tables surface have rubbed off. You can tell which seats that people sit more often because the finish is gone -- it is lightly rubbed off where people sit less frequently. It isn't any wonder that West Elm doesn't allow product reviews on their website. Had I been able to truly research the product, I would have NEVER bought it. What a waste of money and time. I'm hoping that people see this so as not to purchase this large, literal, piece of junk.

West Elm (Williams-Sonoma) sent the wrong item and before they will ship me the correct one they are making me return the incorrect item! How about getting me the item I ordered and giving me 30 days to return your mistake?! I also had a defective dish shipped to me from Pottery Barn and they are making me return 4 of them because it came in a pack of 4 and only when they receive it back will they ship me a replacement! I will never order from a Williams Sonoma company ever again.

I ordered ~ $6,000 worth of furniture on 8/11/2025. Received an email indicating items will arrive the last two weeks of September. Now when I check the website delivery is shown as the last two weeks of January! Apparently they ship to the local store and wait until all items are there in order to make one delivery. One item, which is supposedly a custom piece, is holding up the entire order. The website shows the other items have shipped to the local store but there is no indication that items have arrived at the store. They can't tell me when the other items will arrive at the store. I asked to cancel the order for the "custom" item and was denied as it's already in production. I can't wait until January for the delivery. This entire experience has been extremely frustrating. I will never do business with West Elm again.

Suzanne did an excellent job handling my complaint. Leadership and supervisor departments could learn something from her how to do things better.

I tried to use my reward points on the night of the expiration date in the early evening. It would say the points were applied but would never put my order thru. Customer service just said sorry and there was nothing they could do. Why earn those rewards if you can't even use them!

Ordered a dining table in late 2021. I should have return it when I could because after a few weeks it was already showing water rings. After getting the top replaced and taking good care of the table, any instance of setting a cup of water on it results in a ring. Horrible quality and would never buy from West Elm again.

We recently bought what we thought was a beautiful, functional, and elegant wooden table at West Elm - The Cutler Extended Dining Table. The first table had to be returned due to stains that occurred from no fault of ours (no treatment on surface, washed as directed with water and clean rag). After great difficulty of dealing with non cooperative case managers, an "escalation" team decided to send us a new table and remove the old one. The replacement table arrived with a major defect: the seam connecting the table did NOT match, was not level, and had someone placed a glass, a cup, or dish, it would wobble. We sent pictures and filed a complaint.

On Wednesday, August 20, I ordered two side chairs (custom fabric) for $1100, with delivery stated for Nov-Dec 2025. I wanted these before Christmas, as we have a new home and will be hosting family. On Thursday, August 21, I received an email stating that my order was delayed until March-April 2026! I called West Elm on Thursday, August 22 to cancel the order and was told that a full refund would be issued in 2-3 weeks.

I’m really disappointed with this West Elm couch. Within just a few months of use, the feathers from the cushions started poking through the fabric, making it uncomfortable to sit on. Not only do they stick out and scratch, but many of the feathers have worked their way out of the inserts entirely. Because of this, the pillows have lost a lot of their volume and no longer hold their shape, which makes the couch look worn out far too quickly for the price. For the cost, I expected much better quality and durability.

Horrible experience. Save yourself the hassle and don't even bother buying from here. They will gladly take your money but then will never deliver the product. I ordered a couch from West Elm in Jan 2025. After constant delays due to lack of materials the delivery date was pushed to August 2025. I received another update that the couch wouldn't be ready until November 2025, at which point I just cancelled the order. It's actually embarrassing. How is it possible a furniture company can't make a couch in 10 months. Entire houses are built in that amount of time. If I could give 0 stars I would. I would report them to the BBB but they aren't even BBB accredited. Literally the worst customer service on calls.

We ordered in May with reported delivery late August. Requested earlier but they never followed up. Now in late August the automated update says delivery will be December!!! Customer service person talks on and on but only tells me about her reach out to some “hub” where our furniture sits. Never again.

I ordered a rug for my nursery on July 6, with a shipping date between August 28 - September 1. I've been waiting patiently this whole time. I checked the status again and now it's October! I can't even start the nursery because I want to make sure things match the rug. I chatted with customer service and they honestly don't care. I asked if I could be offered a discount on another rug, an opportunity for them to keep a customer dispute the huge inconvenience. I was told no, that's it. No desire to make it right or have good customer service. With how many negative complaints I'm surprised they are still in business.

Never received my order, I keep getting new notifications that it’s being delivered but then doesn’t show up, and no one has an answer for me. I call and they tell me it’s in a new location but they are not sure when it will arrive, they don’t use UPS or FedEx. They say it’s a local hub.. None of it makes sense. Stay away from purchasing from West Elm unless you want to deal with this headache.

I had one of the worst shopping experiences of my life with this company. I booked a home design service, and the designer missed the appointment, showed up late, and offered no real help. After that, they ignored multiple emails. When I finally placed my order myself, it was sent to the wrong country. The entire process was a mess. Given the consistently low customer service ratings I've seen for them, it's clear they do not prioritize customer satisfaction. If you want a reliable and responsive service, I would strongly suggest looking elsewhere.

I thought I was purchasing nice quality furniture and was so excited. However, the leather couch was immediately disappointing. The back cushions didn’t attach and moved around, it scratched extremely easy, and the back was so low it stopped mid-back - uncomfortable when you’re trying to relax and watch tv. The kitchen table & chairs were also poor quality. While sitting in the kitchen chair for the 4th time, it collapsed while I was sitting in it. I weigh 120lbs and the leg on the chair completely snapped. The table was rough on top, looked cheaper quality than the in store model, and had large gaps where the leaf fit in. I tried to email customer service multiple times with pictures of the broken chair and they don’t respond. I also called but was told I needed to call another line that is only open 8-5, which is when I’m at work. I will never purchase their furniture again. Huge waste of money!

West Elm misrepresents their White Glove delivery service when you select it at the time of purchase. I paid $200 for this service as an option at checkout when I bought a large area rug, only to find out the delivery drivers will not assist in moving any furniture to “assemble” the rug. They simply dumped the rug in my entryway. Now I have to pay more money to have someone come over and assist me with moving the furniture and property installing the rug. After 40 minutes on hold, West Elm refuses to refund. WHAT A SCAM!!

Updated on 11/23/2025: West Elm reached out after I posted on Consumer Affairs and told me that they will reach out and take care of it. I guess not surprising - it's been another couple of months and they did nothing and have been ignoring follow ups for the last two months. In addition, if possible I would give them a negative rating as I was also just made aware that they removed my reward balance although I only have the points for less than a year and per the website they only expire after two years. It is unreal how companies are allowed to operate.

West Elm mailed me a defective product, asked for photos to prove the defect and receive "approval" for a return, sent me a return label and asked me to drive their damaged merchandise to a UPS store to return their problem to them, and then quietly left the process. I had to follow up with them almost two weeks after the tracking number showed it had been received at their warehouse, at which time the customer service rep "released" my replacement item. They sent me another defective replacement (rusted hardware) *and* $200+ worth of additional hardware that I did not request a replacement for, along with a warning that if I didn't return the original merchandise I would be billed. I've spent about two hours of my time on the phone trying to get this fixed. Don't believe the phrase "A live agent will be with you shortly" on the chat unless you measure time much differently than the rest of the human race.

I purchased the Telluride Outdoor Dining Table and Bench set with high hopes, but unfortunately, it hasn’t held up well at all. Despite being properly covered and protected during the winter months, both the table and bench have warped significantly. The wooden boards on the tabletop now stick up unevenly, creating an unstable and unsightly surface that’s uncomfortable and even hazardous to use. The bench has similar issues, with uneven planks and warping that’s very noticeable.

Jan 15th 2025 we purchased Imogene swivel club chair from West Elm in Sacramento CA. We went to the store, tested numerous designs and finally placed our order. The staff was very helpful. We received delivery of the chair Jan 24th, 2025. After sitting on it for a few weeks I noticed a little puckering of the fabric where it wrapped the arms. the padding also seemed thin on the arms and the back cushion was very thinly stuffed which as time went on became less tolerable. We took the back support pillow into the store and explained the problem. They told us it would be replaced in about 6 weeks.

Likely the worst customer service experience I've ever encountered for an online order. At first I couldn't return an item because West Elm's logistics didn't show that I'd even received the item a week early. When I could finally return, they received it on a Friday in order to give me an eMerch card with the refund amount, but weren't able to process it until the following Thursday.

I ordered your queen-size Sackett Leather Bed, Heirloom Sienna, which was delivered on July 14th. I was genuinely excited about this purchase, as I felt I had finally found the perfect bed frame for my small bedroom—a challenge that had taken quite some time to solve. The delivery crew did an excellent job assembling the bed. However, the first night I slept on it, my sleep was restless, and I woke up with a severe headache. Thinking the issue might be with the leg risers, I hired someone to help me adjust them. By the second day, my headaches had worsened. By the third day, I realized the problem was not the risers—it was the bed frame itself.

Purchased a large sectional and the cushions are coming apart at the seams. Couch is three weeks old! I called customer service and they said it would be $1800 to replace the cover and I would need to pay for it.

Order number **. Hi, I am writing regarding the above order number. I received this bed late April. From the get go after it was put together by “white glove service” the bed creaked and cracked and I didn’t do anything about it thinking the wood was maybe settling and it would stop. We are now almost 3 months in and My husband and I are at the point where when we are sleeping and make any move the bed makes the worst creaks ever and we no longer are able sleep on this bed. We sleep on the floor. We cannot handle this anymore.

They sent a broken item over. It was glass based. It was completely shattered. They wanted me to send it back in. That means they wanted me to pack, reship broken glass, that their employees would have to open and handle. That is a waste of time, man power, and work on all ends. Ridiculous customer service rules. No other furniture store does this.

No issue with the product, yet, but delivery process was problematic. Communication up to the delivery was mixed as it came from the 3rd party delivery service they used (Ryder). It was not clear if updates were for our West Elm delivery or one of the other deliveries we had scheduled during our move-in. Shortly before the delivery was to occur, I got a call informing me of a 'driver emergency' and the need to schedule for a different day. There was not much empathy or flexibility. Next time I'll buy everything from Arhaus. Working with them was delightful and the delivery was perfect.

I purchased 17k worth of outdoor furniture about 2 years ago. Before that, I had a fortunoff set that lasted me 20 years without issue. After 2 months of having the dining set in my yard, it started to warp so badly that it was not even usable anymore. I immediately took photos and reported it to customer service as well as my personal “concierge representative“. Everyone had the same story- “sorry, it’s outside of the return window policy”. Meanwhile, I wasn’t looking for a return, I was looking for a solution to the faulty product. I spent months on emails, phone calls etc all to get absolutely nowhere with customer service. No one was helpful and everyone dismissed my claims. I kept all my emails (so the photos and the dates are trackable) and I plan to escalate this with the BBB. It has taken so much of my time and sanity that I suggest you just stay away from them all together! See the photos of what I’m dealing with in my yard…

Updated on 07/17/2025: As expected after I responded privately to the message as suggested by Suzanne nothing happened. This is not a good customer service oriented company. They pretend to care but nothing happens. I have never heard back from Suzanne.

AVOID WEST ELM if you expect to receive what you ordered and paid for - and want to be treated as a valued customer. We ordered a headboard for our bed, but without the frame to surround the bed. They acknowledge that that was the order. We waited months to have it delivered, since it was made to order. When we received it, the headboard had four visible holes for screws used to attach it to a frame. But since there is no frame, we have four visible and unsightly holes on both sides of the bed.

Ordered chairs in Feb 25. Told we'd receive them in May.. Lol it's July and we still do not have the chairs. Each month I receive another email saying it will be delayed once again... Unbelievable.

I spent $5k and the order was botched. Spent 4 hours trying to resolve the issue, and about 6 weeks. I've spent over $50K with West Elm in the last 4 years. Called back at the end to ask for a $100 discount for all my issues, and they said "sorry, all we can do is a $60 gift card towards West Elm, Pottery Barn, etc". Told them they can keep their $60 dollar gift card, because I promise you I won't order from you guys again. My ask was very reasonable and I wasn't trying to overreach.

We purchased Portside Furniture collection. We do not live in an extreme weather state. After 1 season the finish was wearing off the furniture and straps rotted. We purchased the storage unit to place the cushions. After 1 season, the boards on lid warped and it then leaked water inside rendering it useless of protecting cushions. We communicated to a regional rep of West Elm, only to receive a call from customer service with inaccurate information, stated they don't warrant any outdoor furniture and closed our case. BUYER BEWARE. West Elm has lost us as a customer and we will not recommend anyone to buy anything from this overpriced, poor quality retail store.

Had a couch delivered two weeks ago and the minute the installers left I sat on the couch and the chaise came apart. It looks like they installed the pieces upside down. I called them while they were still outside and the installers advised they could not return. Make sure to test what they put together because they apparently hire people who can’t put together their pieces correctly. I reported it to West Elm same day as delivery and it’s been two weeks and nothing has been taken care of.

Ordered a Laurent sofa. In the store it was comfortable, at home it was sooooo hard!!!! Totally different sofa. I let them know and they came back saying, it is because it was sat on by thousands of people in the store and it loosened up. Well, Ok, still doesn't make any sense, if it loosened up that much then it is poor quality. Then there was some stitching loose, never noticed it until I went to plug in the lamp on the floor and the socket was under the sofa. I called about the stitching. Took pictures and was told that someone would reach out to me between 24-48 hrs later. After 2 weeks called and customer service said well why then didn't delivery notice it? Like she was accusing me of wrong doing! I was mad, I told her you can't notice it until you are on top of the piece. Then she said she submitted the request for someone to come out. Great well a month later....I called. Was told they closed the case!!! Nobody called me or emiled me.

⸻ I had an extremely disappointing experience with this company. They pushed me into buying a display furniture piece—clearly just trying to unload it—and falsely assured me that because of its light color, it would never stain. That was a lie. The piece stained almost immediately, and when they sent someone to fix it, they couldn’t do anything. This company is dishonest and does not stand behind what they sell. Do not trust this store or its sales tactics.

West Elm’s reliability from website, to order, to delivery, to customer service does not meet even the lowest 1-star standard. They deceptively state products are “in stock and ready to ship,” have you order it and receive confirmation that they are “in stock and ready to ship,” and then are unable to fulfill your entire order. This leaves you with a partial order on a non-refundable full order. This happened once again to us, and their customer service is terrible. We purchase relatively nice furniture for our offices and home, and will never use or recommend this company again. Mistakes happen. But West Elm is not capable of helping fix their mistakes to a high standard, or any reasonable standard. This is the difference between them and companies with high integrity and service.

UPDATE: Suzanne from Social Media Team has contacted me and took care of the issue and I have received eMarchandise card. I appreciated her since no one replied my email to West Elm and customer service call teams didn’t help me but kept directing me to email address which I never got reply.

As an architect, I recommended, West Elm's Cirrus Pendant lamp to a client. The shade of the lamp failed at 18 months. The client contacted the store at which it was purchased at 22 months. Return, replacement and repair was denied. I attempted a resolution by contacting W.E. trade. No resolution. (Just a discount for me to purchase more stuff) and the following statement: (There) "are no quality concerns with this item." Clearly is a quality concern if a lampshade of a $500 lamp fails at 18 months. Furthermore, the original design for this lamp was made from silk fibers. West Elm copied the lamp using a polymer. A silk version can be found online (called "Elysia"). And it is warranted for two years. The front page of "West Elm Trade" website states: "With original design, quality engineering and rigorous testing, our dynamic contract-grade assortment has your next project covered." Not true.

This is the 3rd product in last few years I purchased that is extremely poor quality! Surface level beautiful but cheap and unacceptable (especially at the prices they charge). They pretend to compete with Pottery Barn and Crate & Barrel but they are Ashley with pretty showrooms. I will NEVER buy from them again. Pillow cover is disintegrating! It is decorative! No one has leaned against it or used it in any way. Thought there was lint on it and no… It’s basically a hole. I look more closely and there are multiple spots. Of course no offer to return because it is outside 30 days! West Elm Azalea Pillow Cover DO NOT SPEND $49 on this cheap piece of cloth. All the reviews are to be believed. It’s a matter of time before they file for bankruptcy after they take everyone’s money. They will claim it is the economy when it is actually mismanagement and the use of cheap suppliers. Goodbye forever West Elm.

Ordered a couch which said is available at the end of this month. They upsold me on an ottoman which won't be available until 6 months later. Turns out they won't ship the couch until the ottoman is ready. They punish you for spending more money and buying more product. They won't split the order into two deliveries. I have to sit in my empty apartment for 6 months. They also won't let me cancel the order because they won't let me cancel the ottoman and just ship the couch. They should be ashamed, this is not how you treat your customers.

I purchased a kid’s bed from West Elm (mod wing back) and the headboard broke off within 10 months. The design of the headboard is terrible- it’s attached by 2 small flimsy screws. I contacted their customer service and was told, after submitting pictures, that this was considered “normal wear and tear for a children’s bed”. This is unacceptable. I have spent many thousands of dollars in their furniture in the past- have another bed, dining room set, desk, two love seats, outdoor sectional that I bought years ago. It seems like quality has recently gone out the window with West Elm, unfortunately.

Love West Elm style. Purchased a new home and went to West Elm to purchase furniture. Getting the furniture is another story. Freight shipped, so it takes forever to receive. One example is a clearanced outdoor bench I ordered on June 4. Bench is coming by freight. The date changed on when I would receive it. It was mid June. The date was changed to July 5-14. It’s an outdoor bench. Needed it for an upcoming party. So, far I have spent over $11,000.00 on furniture for my great room. Have several other rooms to furnish. Because of the delay in getting items, I will have to go elsewhere.

Purchased sofa and ottoman, they were delivered defective in January 2025. “Fix” was delivered at the end of May 2025 and was unacceptable so I refused delivery and WE is refusing to refund the $2500+ and I was waiting for a GM to return my call by close of business yesterday (6/4). Got no call and every time I call customer service terminates the call prior to answering. I spoke with WE customer service prior to refusing delivery and was told the sofa and ottoman would be refunded to my card if I allowed the delivery drivers to take the furniture. After drivers were gone WE changed to store credit only. The issue with the sofa is “a known issue” according to West Elm, but they don’t care. They have my $3K and my furniture and won’t return my calls.

Welcome to another episode of “NIGHTMARE ON WEST ELM STREET” – A truly haunting experience. PSA - BUYER BEWARE or buckle up for a retail experience where West Elm takes 100% of your money upfront, and, instead of new furniture, you get an uncompensated part-time job trying to get it. Prepare yourself for a flurry of charges, cancellations, charges, credits, charges, modifications, charges, and delay after delay. I would estimate I’ve spent a couple of hours a week over the last few months on a $5K+ order before eventually requesting a refund on pieces not delivered. Disregard all the honey-toned assurances from customer service and store associates – you will go crackers deciphering their doublespeak. File a charge back with your credit company sooner than later. It’s the only hope one has in finding a way out of this miserable, infuriating experience. Theft isn’t the right word, yet the experience sure does take something from you, some of your good nature and lots of your time.

I purchased an outdoor couch from West Elm. During delivery, my outdoor gate was damaged. I have called West Elm delivery and customer services about 6 times. They have put in several tickets with a promise to call back. They have not called back at all. Additionally, I was hung up on once and another agent had “communication” issues, and I had to hang up due to not hearing anything she said. There is absolutely no accountability, and they have no interest in fixing the problem. I will not be buying anything from West Elm moving forward.

I ordered a rug and paid for the "white glove delivery". They dropped off the wrong rug then argued with me that it was the correct rug. It was not. The warehouse supervisor told me they essentially would have to reorder it and it would be another 3-5 weeks for delivery because it was on backorder after I had already waited 3 weeks for this delivery. I was confused since they were supposed to deliver the rug to me that day. She then told me if I talked to the customer service representative they would tell me the same thing. After asking to speak to a manager while talking to the customer service representative for 90 minutes they finally transferred me after I requested my order just be cancelled and I wanted a refund. The manager then told me she would call me back the next morning with a better idea of the expedited delivery timeframe. She never called. I have attempted to cancel my order with no response.

Having bought a sofa from West Elm I would advise anyone to stay well away.. The back cushions are not filled adequately.. The customer service does not want to know.. DO NOT GIVE THIS FIRM your business..

I have been a loyal customer of West Elm, purchasing nearly all my furniture from them due to their appealing designs. However, I have found their products to lack durability. My most recent purchase has raised significant safety concerns. A thick metal piece was protruding from the side of the sofa, which resulted in my four-year-old son getting injured while playing, almost took his eye out.

West Elm's customer service is absolutely horrendous. Two of their fabrics are very similarly named which was confusing - Performance Velvet in Dark Olive and Performance Distressed Olive in Dark Olive. They are VERY different in texture. I wanted the Performance Distressed Olive and received the Performance Velvet Olive (this fabric shows every mark, finger, paw print, etc., whatever brushes by - it's horrible, especially if you have kids and pets, and constantly needs smoothing over to look decent). This was an ordering mix-up that I had not intended - as soon as the sofa arrived I immediately contacted them to explain the situation. One email suggest condescendingly, that I would "grow to love it." I went through several channels, including my designer/consultant, and they could care less. This is a horrible company with ZERO regard for their customers.

We placed a West Elm B2B online order for a rug on March 4th for an estimated pickup on March 20th at our local West Elm. Since the week of March 4th the tracking information has said “In Transit to Store” and each week the estimated date of arrival is pushed back a week. It is now almost 2 months late when it was supposed to take 2 weeks. Each time we call customer service they are of no help. The West Elm website continues to say the lead time for the rug would be a week. What is going on here?!

Updated on 05/30/2025: A furniture medic came on May 28, 2024 to stabilize the bed slats by metal braces to hold it together until slats can be ordered. Does this solve my issue, NO! My issue is my mattress. I have back issues and can no longer sleep on the mattress I have. I cannot purchase a new box spring and mattress until the new bed slats are delivered. I have been advised that they do not have spare bed slats at the present time and they are on back order and will not be available until Mid August. I spoke with a district manager to see if I could get another bed that’s in stock and can be delivered in June. I’m waiting for a response from West Elm/Williams-Sonoma.

Purchased the mid-century modern expandable dining table in acorn in November 2023. In 17 months, the microscopic veneer has chipped. Conveniently out of the warranty date. When contacted about the very visible chips, West Elm refuses to accept any liability. I am extremely disappointed that such an expensive dining table was made so poorly. I was replacing a 23 year old table I bought from Crate & Barrel which barely had a mark on it because it was solid stained wood. I thought the quality would be similar. I was very wrong. Although the description says solid wood, you can see from the marks that it is far from solid wood. Don't waste your time on West Elm and buy Crate & Barrel instead. At least those products last.

My wife purchased a couch for our beach house and after two years fabric is pilling and bottom & back cushions have absolutely no support, you get sinked in. We paid almost $4000 for it and they refuse to do anything about it. We will never shop at this place again.

Customer service resolved my issue.

Ordered a comforter from West Elm. It took 6 months to come in. I recurved it yesterday and I saw the price dropped 30$+. I called to get a price adjustment and West Elm refused. When I asked to speak with a manager again they refused my request . I haven’t even opened the box.

It was not easy, but WE DID respond to this review here and made it right which I really appreciate. I wish I could give more stars, but it was too difficult. I spent many minutes on the phone and texting and emailing and no one cared until I wrote this review. I remain appreciative and in the end, they DID demonstrate that they cared and were willing to make it work for us. The rugs are lovely; just not sure how long they will last. But again, they did make it work out for us.

Bought portside outdoor dining table with white glove delivery. Less than a year later the top coming off. I contacted them, sent all kinds of documentation along with pics. They told me they could not honor the product. I was out 1500.00 and my time!! This is not an honorable company. P.s. I worked overtime to pay for this!!

One of the worst experiences. I order an Axel 89" Sofa December 6th, 2024. West Elm was happy to collect full payment, but still hasn't shipped the sofa. The original delivery date was early February. However, the dates provided online keep changing and continue to be pushed out. I have contacted customer service on three separate occasions without any resolution. At this point I want a refund and never want to deal with this company again. It's unfortunate how this company has choose to treat their customers.

West Elm has completely gone downhill. We have several items from the Anton collection. But we recently purchased an Anton TV console and the Westport outdoor couch. Both came with shipping delays. Even worse they both came damaged. We paid an extra $350 for white glove service (per item) which upon delivery of our 7 previous items included professionals carefully assembling doors, shelves, etc. in our presence and to our liking. But now it’s a day laborer and 1 regular guy (always the same guy) who just takes it fully build out of the back of the truck. He makes us do a survey before they take it off the truck and distracts us by talking and blocking our view of the other guy taking plastic moving wrap off the items.

I am writing to express my extreme dissatisfaction with the handling of my order # for 2 mid-century armchairs, placed on February 28th. At the time of purchase, the website indicated these chairs were ready to ship, and I opted for in-store pickup within 2 weeks. Despite this, it has now been over 4 weeks, and my initial estimated delivery/pickup window has passed. Subsequently, the estimated delivery time was changed to a later date, which has also now passed. To my surprise, I discovered that my order was processed as 'picked up' and then a return was initiated without any notification to me. When I contacted customer service, I was informed that a new order would need to be created, and the chairs are now being treated as 'built to order' with an estimated pickup time at the end of May.

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.

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 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!

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.

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.

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!

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.

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.

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!!!

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.

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.

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.

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.

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)

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.

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.

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!

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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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!!!!

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.

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.

Updated on 02/04/2025: Hello, I thought things would finally be resolved, but unfortunately the amounts still not correct. I was reimbursed $433.41 and $831.18. Amounts were supposed to be $433.41 and $1264.60 which is 433.32 short. I don’t know where the 831.18 came from. So, please contact the billing department that we are still not fully reimbursed and need a final payment of 433.42. Thank you. On Thu, Jan 30, 2025 at 5:27 PM.

I ordered over $5k in furniture and my shipping date has been consistently moved out for months. West Elm customer service is the worst and can never provide an answer after 8 attempts. They're shipping, logistics and customer service are awful. Still no resolution in sight.

We purchased a 5k sofa set from West Elm and it’s the worst purchase we’ve ever made. Within a few weeks of receiving the sofa we started noticing black bobbling in the sofa and we kept seeing more as time went on. Now after 6 months of using the sofa, the black bobbling are all over the sofa. The sofa looks like it’s been used for 10 years. We still have our old couch that we bought 8 years ago and it looks better than the west elm couch. We spent 5k on the couch and seems like we can’t even use it for 5 years. I wish I never stepped foot inside the West Elm store. West Elm should give me a full refund or at least allow me to exchange and get a different sofa set. I never expected this type of bad quality product from west elm.

Item #: **

My husband and I ordered a sofa on July 4th to be delivered to our home in August. The delivery went well, but the sofa came with a hole in the fabric and the seat cushions already sagging. I called the store and was told that I needed to call a 1-800 number and speak to a customer service agent. I did this, and it has been the absolute worst experience. I was asked to provide photos. I gladly provided them. I called back to follow up, and my assigned agent was not available. I emailed, and was told they never received the photos, so I resent them.

Terrible customer service!!! They cancelled a Christmas order without notice. When I inquired about the issue they said it was because the item is back ordered but it's listed on their site as in stock.

Bought a wicker bench from them and it is falling apart less than two years after purchase. Terrible quality, thought it was better quality but I was mistaken. To include, a terrible customer service follow-up after we reported the quality of the bench. Buyer beware, there are better and cheaper options.

After just 3 weeks of our 7 thousand dollar couch being delivered, the fabric began pilling all over. I called 4 times to get the issue resolved and customer service continued to try and make a return but the supervisors and directors denied the return. It was suggested to me to buy a gleener to get some of the pilling to come up. I did that, and it didn't help at all. This couch should not look like it is 30 years old. It's less than 2 months old and looks terrible. WE is should know better, I will never purchase from them again. Very disappointed in the quality of the VERY expensive couch and the lack of customer service.

The stitching on the sheets and pillowcases I received is absolutely horrible. It is extremely disappointing given how much these sheets cost and the complete lack of quality control. The fabric does feel nice and I would honestly prefer to exchange them in hopes that what I received was a one-off set, but I don’t feel like I could trust that they would send me a quality replacement. If these sheets weren’t so expensive I would maybe be able to overlook the defects, but for the price they charge this is inexcusable.

Absolutely terrible. I ordered a dining bench in June to arrive in September; Sept came and it was pushed to December. Today, 12/14 to be exact- then I checked my driver’s status only to learn that my delivery was cancelled!?!!? I have been on hold with various reps over 2 hours now and no one can answer what happened, why and when this will be resolved. My Christmas hosting plans are destroyed; no manager available to talk to - spent 4 figures on this item only to be treated like my time and resources mean nothing. They took my money promptly and have NOT provided any services except stress. First AND LAST experience with West Elm.

Absolutely the worst experience ordering from West Elm. As much as I like their products, their consumer experience is heinously bad. It’s taken us over 2 months to get our furniture order, the delivery window changed multiple times. It took 5 calls to customer service to finally get confirmation and a COI from their completely incompetent COI department. After 5 calls, the COI was still sent to the wrong recipient. On the day of delivery, drivers completely missed the delivery window, inconveniencing my whole day and blamed it on traffic when I can see them in my neighborhood two blocks away. Needless to say, it’s not worth the stress. I’ll shop elsewhere and you should too. West Elm, your customers expect better. Do better.

The worst, most arrogant, unreachable, "screw you, sucker" customer experience I've had in a LONG time. Ordered a table that took a long time to ship and then sat in a distribution center 1 hour from my house for three weeks (and counting). I've had three delivery dates scheduled and missed without any explanation, and trying to contact a living human being who can help is just a nightmare - again, a customer spending hours of their valuable time waiting on hold to eventually be told "you should receive an email in 2-3 days". What's in the email? "I'm sorry sir, I don't know". I will NEVER buy from West Elm again. Please spare yourself the frustration, wasted time, and futility. West Elm couldn't give a flying ** about you. They only want your money, and are just laughing at you for being enough of a sucker to give it to them. AVOID.

Dining table white glove delivery was perfect, they were on time, communicated with me before arrival, put the table together quickly and removed all packing materials. The table is beautiful and I put the chairs together easily. I also used their free design help picking my chairs and she was very helpful.

We’ve been West Elm customers for 5 years and have purchased & loved their lights, blankets, bedding & more. We purchased the Andes sofa last March & assumed our experience would be the same. The sofa is beautiful & we love the sofa depth & fabric we picked out but everything else about it is HORRIBLE. The sofa is not supportive & has not held up to my husband & I who are relative small & easy on furniture. We also have no children. The worst thing is that we sat on the Andes floor model in the store before purchasing to ensure it would be comfortable and the cushions we have are NOT THE SAME. Every time we go back in the store we sit on the Andes again & are more frustrated each time.

If I could give 0 stars, I would. My experience was incredibly disappointing. The items were not delivered on time, with one item missing parts and no follow-up on replacements. Another item arrived broken. To make matters worse, the estimated shipping time was extended from 60 days to over 120 days. There seems to be a serious disconnect between the hub and customer service, and their communication was anything but reassuring. I would strongly recommend avoiding this company—Don’t waste your time or money.

Updated on 02/21/2025: After repeatedly repromising and delaying the delivery of non-custom furniture, I finally canceled the order and requested the delivery of the table was available. Once again, West Elm demonstrated total incompetence—the table arrived with missing parts, making it impossible to assemble. As a result, I canceled the final item from the order I had originally placed 5 months ago. This was both my first and last time ordering furniture from West Elm.

In store visit to West Elm on North Ave. Chicago, saw sectional on display, notified salesperson this was what I wanted. Somewhere during our conversation a "sofa" was ordered custom made with no return or refund. Upon delivery noticed the error, went back to the store to look for the "sofa" to compare with the sectional which was still on display. Told by cashier that the "sofa" has never been on display and that "I'd be surprised at how many people bought things without seeing". Not this 71 year old on a fixed income!! Then provided # to customer service who agreed and scheduled a pick up of "sofa" with a return credit.

West Elm is absolute the WORST!! I ordered a desk and console on 10-20 totaled almost $3000. They kept placing a pending charge my credit card 3 times for some random amount. After calling 5 times and wasting countless hours speaking to customer service representatives, they said 1 item is now backordered and other can't be cancelled because it is "preparing to be shipped". This means it is somewhere being shipped but will take another 6 weeks to come. They said I can refuse delivery. They charged my credit card for some random amount which doesn't even equal the 2 items.

West Elm stole my money!! I ordered the Mid-Century Floating Vanity in November of 2023. After I ordered it, they told me that it was back ordered. It took months to receive the product. Of course, when it arrived it was damaged. West Elm said they would ship a replacement, but just kept pushing back the delivery date. In November of 2024, I get an email that the order has been cancelled and I would get a refund. The refund never came. Of course, I got a new credit card sent to me in the year since this order was placed. So, West Elm is refusing to send a refund and only offering me a merchandise credit to use (for less than the purchase price mind you).

Terrible customer service. Missing an item in my order, called them and 3 different people were zero help and I was going in circles. One person never sent my replacement out, another canceled my replacement, then last had no clue what was going on. On the other side, had to return an item, driver showed up without texting or leaving voicemail, then when I showed up 15 min later the guy left and blocked me and canceled my delivery. What the h*^* is that? Very unprofessional.

I got an email that the sofa will be delivered this Friday 2-4 pm. Later in the day I received another email from West Elm that the delivery is delayed for 6 months!!! Ridiculous. West Elm collects money for 6 months in advance for furniture. They work with consumers' money which can get 4.5% interest from some banks.

This experience has been nothing but a headache for us. We purchased the Harmony 117" Modular Motion Reclining 3-Piece Chaise Sectional, 2 Power Recliners with the Right Chaise Sectional back in September with the original deliver date in early December. After placing the order, we have received the new delivery window in mid to late January. Okay - that's fine.

I ordered an armoire which was delivered with the wrong legs on November 5th. They told me that they submitted a note to get new legs, while they left the main armoire at my place. After two weeks of back-to-back calls with West Elm, they still didn’t have an update for the legs. I ended up asking for a refund, and I ordered the same item again. The item was delivered on the 26th, with a slight damage. I saw it once the delivery people have left. I’m so disappointed in west elm. Never shopping there again. Use your money somewhere else.

After waiting a month to receive our furniture the delivery day finally arrived! We were to get our four pieces of gorgeous mid-century modern between 11:30-1:30pm. I arranged my whole day around this two hour window. It was Thanksgiving week and I had 250 things to do, but it would be worth it, right? I never received any phone call from the driver to confirm delivery that morning, which seemed a little strange. I mean, Rooms to Go called me when it was time to deliver my purchase! Surely West Elm would do the same! Nope! No communication at all! I thought West Elm would be classier than that! So I called Customer Service and the lady I talked to was quite nice but didn’t know anything! She had to reach out to someone to find out what the next step was. So I then call Customer Care and they were able to at least tell me what was going on with my $5000 delivery! I found out that I was stop number 13!

Ordered a sofa, its came and was poor quality. Sent it back. Ordered a new sofa. Meanwhile waited over a year for the refund, still waiting. My bank issued me a new card in the meantime due to fraud. West Elm couldn’t refund back on the card since the number had changed. They didn’t notify me until over a yr later and I am still waiting on the refund. This refund was due 2022, we are about to enter 2025. Not a single shred of confidence. I was offended a 20% discount on a future order, that's it. They are not worried about customer satisfaction or the rights you have to your refunds.