West Elm Reviews

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.

Updated on 12/13/2024: West Elm responded to me that they'd like me to send them a private message so they can look into it, and I have had no response from them in over 3 weeks now. Their Customer Service isn't just horrible, it is nonexistent. My rating is not improved, and if I could, I would lower it.

Horrible customer service. Second time that I place an order with West Elm, items say in stock, then a couple of days later I find out they weren't in stock (lie) and in fact will take 2 months to arrive. Bad game to play with people. On top of that, the items that did arrive early to their warehouse were kept there until the rest arrived months later (to reduce costs). Overall bad customer service.

Updated on 02/07/2025: I initially submitted my complaint regarding the poor quality of the Harris couch and the lack of durability, despite minimal use. West Elm responded, requesting my order number so they could "look into it." I provided the information promptly in November 2024, yet three months later, I have received no further response. This lack of follow-through only reinforces my disappointment—not just in the product but also in West Elm’s customer service. When I called West Elm's customer service, they had no indication of my concern.

I never received my order, was upset. On the phone they said I would have to file a claim with UPS which didn’t work with UPS and they re-sent the delivery that never arrived.

Yesterday, the chandelier arrived at the store and I was immediately notified that it was available to pickup. Service was good and the item was loaded into my car. It was well packaged, no damage and looks great. I'm still disappointed that the item took over 4 months to arrive when the initial estimate was 2-3 weeks but I'm glad that I'm now in possession of the chandelier. I'd purchase items from a West Elm store again but not if it wasn't in stock.

We ordered a $7K couch from a West Elm store in September 2024. At the time of order, the salesperson told us it would take about 8 weeks to deliver the couch. As expected, about 8 weeks later they told us the couch has arrived at the warehouse and we scheduled a delivery date. We re-arranged our work schedules to be home to take the delivery, but on the day of the delivery they called to tell us that one of the parts was wrong and that it may take an additional 8 weeks to deliver the couch!!! We found that extremely frustrating.

I have been a longtime shopper for about 8 years. I don't typically spend a lot of money here but regardless of that, I am always frustrated with the service here. I managed to get an armchair delivered within a week at the beginning of the pandemic. Since then (over the next 4 years), West Elm is ALWAYS backordered on their clearance items like towels, dishes, or decor! If you order something, you can almost always guarantee that it will take a month or longer to arrive and probably an even longer time if you order a clearance furniture item! They take money from your credit card or bank account BEFORE the item even ships. And depending on what you've bought, you could easily have thousands of dollars taken from your account before you receive your item. I've had items get lost in the mail via UPS and backordered clearance items (e.g. bath towels) are not eligible for returns.

We ordered our Nassau couch many months ago. Was excited when I saw the status changed to delivered to warehouse. Waited another month to be contacted to schedule delivery and the earliest delivery date was a month out. Delivery date came and I wasn’t contacted with a delivery window so I called them to determine when I needed to make myself available. When I called I was told that the driver wasn’t available and they would contact me at some unknown future date to reschedule. Unbelievable!

We purchased the Anton Rectangle Marble Coffee Table, Rustic Storage Side Tables, Anton Media Console. We paid 373.95 for the “white glove delivery". First came side tables - these were left in front of the house not even ringing the bell - very different from the promised “white glove” delivery with assembly and taking all the packaging. We assembled the tables ourselves, they turned out quite nice. After 3 weeks we got delivery for remainder furniture, this time the delivery was different, they assembled the media console and placed where we wanted, looks really nice, there was one door a bit crooked, but we fixed later ourselves.

I placed an order for 5 items. 4 out of 5 items reached the delivery hub by 10/25. After inquiring about why the Laurent sectional was taking so long although it shipped before some of the items in my order, I was told that it was arriving at the delivery hub on 10/25 and it was probably in a trailer waiting to be offloaded and I should be able to schedule delivery on 11/4. After no updates were received a couple days later, I was then told a dock search was conducted and my sectional never arrived and would now be arriving on 11/9. I then called again after 2 days had passed and customer service told me that they spoke with the hub and can confirm that the sectional arrived on 11/10 and is simply waiting to be offloaded from the trailer. However I never received any updates on my order stating that the item was scanned and actually received by the delivery hub.

I would rank this at zero if that rating was offered. I ordered a sofa in the middle of September with a 4 week lead time for a client. I have subsequently received three order extensions with no explanation. So, the 4 week item is now at 18 weeks. I would not have ordered this piece if they had been honest about the timeframe. I am now on hold with customer service, trying to cancel the order, not going well. This is my LAST purchase from this company. Totally unacceptable and puts me in a very difficult place with my client. Think twice before ordering here.

Updated on 11/13/2024: Scheduled my delivery and took day off from work. Saw my delivery was scheduled and on track. My delivery window was 10:30-12:30pm. When I went on again to track my delivery at 10:30am I saw they cancelled it. Called West Elm and of course was on hold for 30 minutes before I could speak to someone. The person I spoke to was very nice but had no idea what to do. On his end it showed the delivery wasn't cancelled and so he had no idea how to fix it. Had me hold for a while to speak to a supervisor. Never spoke to supervisor. Finally got in touch with Delivery company and they told me the delivery never should have been scheduled as the headboard was still in transit and someone should have called me to cancel the delivery. They said they will get back to me within 24hrs. I'll believe it when it happens.

Updated on 12/10/2024: I write a review here about the harmony sectional sofa, they seemed nice and wanted to fix it and offered a replacement and some store credit. I received the store credit but now still have not received a replacement, they didn’t respond to my review now for 3 weeks.

I would give 0 stars if it was possible. This is the first negative review that I have ever had to make because I don’t like to have to do it, but West Elm has the absolute worst customer service I have ever dealt with, so I do not have a choice. In September, I purchased a pedestal bed from West Elm. After completing my purchase I quickly realized that it was going to take almost 3 months to receive my bed, so I called immediately to cancel the order. I was told I could not cancel the order because it was already being processed so I needed to wait until the processing center received it and then deny delivery. This made no sense to me, but followed what they said.

Updated on 09/26/2025: Fell in love with their Cirrus pendant light..In 2 1/2 years have had 3 of them. (One bought; the other 2 replaced). Obviously the material cannot withstand heat. This light is never even left on…Just switched on and off upon entering. Has anyone else had this problem? It took me months to have this lamp replaced twice. I’ve also asked customer service if other customers complained about the light/material as I have.

Order was shipped out a day after I posted a complaint on ConsumerAffairs.com - this is a little over a month after my order was placed.

Absolutely horrible experience. Do not buy from this company unless you want to lose thousands of dollars on furniture that instantly falls apart. We bought a sofa and two of its legs have collapsed. The company refuses to help.

Terrible, terrible service. First of all I was never told how long my furniture was going g to take to be deliver, been waiting over a month. Keep calling them because some items are already at the warehouse and they say they need to wait for everything to deliver. Will never buy from this company ever again.

Updated on 12/06/2024: The representative who address this complaint was helpful, but when I scheduled it as indicated, it was delayed again. I just received the sofa today 12/5 having purchased it on 9/6/24. They never offered any compensation until I asked and then, I was told to call back to inquire about it once I received the product. This is really disappointing. I am happy with the product and the white glove service in delivery. Everything in between from the purchase to delivery is unacceptable customer service.

Multiple calls of misleading promises and jargon for delivery on a sofa and swivel chair. I was lied to on the phone when an order delivery date changed from October to January. I was told, "that's a mistake and your order will be here when it said." It's now become evident that it's nowhere near to coming and every time I phone I just get empty promises about, "next week I'll receive a phone call." I ask to speak to a manager, they make it impossible. I ask to file a complaint formally- also seemingly impossible as I then get put on hold for 30 mins to get to the right "department." Disgusting treatment of humans.

I had 3 scheduled deliveries which have all been canceled. Now I can't get the 4th delivery scheduled. Hours and hours on the phone with customer service. They don't know what to do. No supervisor support either. The level of customer service is beyond unacceptable.

Another reviewer about West Elm’s lousy delivery - after waiting a month for my items (3 items paid in full at time of purchase) West Elm still has no idea where or when the 3rd item will arrive at the distribution center for delivery. The first 2 items have been there for almost 4 weeks - sitting waiting to be delivered. Customer Service said the 3rd item be delivered any day for 2 weeks. I've asked to have the 2 items delivered but they will only wait until the MISSING item shows up. They have zero ability to track, update, find the 3rd piece. While they have been paid in full for the 3 pieces. Do not order anything from them.

I am a long time customer and have purchased multiple pieces from West Elm. After years of saving, I finally ordered an Andes sofa $2,300. Waited two months and The couch arrives. It is very hard. There’s no support. I feel like I’m falling off the couch. Even more disturbing the wood frame has zero cushion or padding underneath the distressed velvet- so if you take off the back cushions because they are also not made well. If you lean back, you will hit your head which I’ve done twice and it actually hurts because it’s wood. If you put your arm on the armrest, it’s pure wood as well so not only is it uncomfortable, but it’s only a matter of time before the wood comes right through the distressed velvet. This is the biggest purchase I’ve ever, ever made on a piece of furniture, and I am absolutely at the loss.

I bought a quilt and two shams as a shower gift for my son and his then wife to be. The quilt arrived in time for the shower in early June, however after the order was placed, I was notified the shams were on backorder. They were finally delivered in mid/late July. My son and his now wife did not open the packaging until they had all the items and subsequently decided to return the items due to poor quality. Instead of the store issuing them a merchandise credit, they said an e-credit had to be sent to the email of original purchaser, which was me (which is weird/awkward when this was for a shower gift! I would have been embarrassed if it were not for my son). I received a text with a link to an e-credit, however I was unable to open up and was directed to contact West Elm customer service.

I don't think they even deserve 1 star, this has been the most awful experience. I purchased a bed 6 months ago, delivery was pushed over 3 times and when it was finally confirmed for delivery today, I received yet another call telling that an item is missing and they cannot deliver. With no sign of when that will happen. This company is a disgrace, I furnished my entire home from CB2, all new furniture within 2 months and all was delivered, white glove assembled yet this one item that I ordered from West Elm seem to be too hard to complete.

I ordered over 10k in furniture in August with ship dates for Oct/Nov. Now I called and it will be end of Dec/Jan with no promise of that date. We needed this for the holidays!! Very mad and frustrated.

I will never shop here again. After placing an order for drapes, the delivery date kept changing. When I contacted customer service about the change, I was given no reason as they were unable to reach the vendor. I asked, at that time, if I could update the shipping address as the new shipping date would cause a delivery issue. They told me a request would be submitted but could not guarantee the vendor would accept the change. I have since been in contact with them 3 times trying to confirm change of shipping address and status of delivery. They are unable to confirm anything and their system shows the item as "preparing to ship" with a delivery date of 10/14. That is what it shows on my end, too, but it's shown that for the past 2 months so how helpful is that?

Used West Elm for our Wedding Registry and multiple family and friends who ordered from them and shipped directly to us were shorted items. First was a set of 8 plates (2 boxes of 4) and only 1 box was delivered. I have Ring proof and UPS proof photo showing only 1 box. Second issue is a set of glasses that were never delivered. I will give them credit that first issue they resolve immediately when I called and the second set of plates is enroute, second issue is still outstanding. I'm writing this review because you simply shouldn't have shipment issues like this from a reputable brand. It is beyond disappointing to have to contact family/friends after my wedding to ask them if they forgot to send something or if they were charged.

I ordered three pieces of furniture on Sep 3. One piece was back-ordered. It was clearly communicated at time of purchase and in email that 2 of 3 items would arrive by Oct 3. I was charged thousands of $ at the time of purchase on Sep 3. After no communication to why I had not received the products I was charged for, I called West Elm. They indicated all products would be held until the backorder item arrived (contrary to communication at time of purchase). They could not provide any assurance to when this would be - other than at least another month but could be many months more. When I asked them if they thought it was correct to charge me and then not send me product they indicated this was their process. Very little empathy or acknowledgment of misleading communication at time of purchase. This appears to be their standard practice. I have received no proactive communication or support.

Updated on 10/11/2024: It was several "private" correspondences, leading to not really anything. I did get refund for the first order, and still waiting for the second. I never got any email confirmation as I was assured I will, and I was lied again how great their services were. I will not recommend this company, and I am not changing my rating. If I could, I would put 0 stars.

Updated on 11/03/2024: After writing a review about a defective mirror product, West Elm contacted me and asked if I would like a refund or a replacement. I indicated a replacement and would return the defective mirror (as they asked) but despite four messages asking for further information about where to return and when I could expect replacement, they have NOT RESPONDED. While I was initially happy that they agreed to replace the defective mirror, now I assume they were hoping I would go away! So infuriated with the "customer service" process. Products are defective!