West Elm Reviews

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.

Within the last 3 years I purchased 2 Cirrus pendant lights from West Elm. The first one was bought about 3 years ago and within a little over a year .. the paper silk shade turned brown. When I contacted WE they told me it was past the return window and there was nothing they would or could do for me. So because I loved it I bought another one. Shame on me..

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!

I purchased an ottoman from West Elm on August 14, 2024. The item was supposed to be a quick ship. As of date October 03, 2024, I still have not received the delivery. When I check the item ship status it changes from one Monday to another. I reached out to their customer services department and was provided an email which is no longer accepting messages. I spoke with live representatives and representatives by chat and continuously have been informed that they need to speak with the delivery hub and will return my call in 24 hours. I have not received a response from anyone.

My experience with West Elm has been a five-month nightmare of delays, misleading promises, and an incredibly frustrating lack of follow-through. After spending nearly $30k on what I was told would be high-quality, promptly delivered furniture, I feel completely let down by West Elm. Here’s where it all began: My sales rep pressured me and my partner into purchasing within a 2-hour window to "guarantee" delivery within 4-8 weeks. I told her that my time in this house would probably not be long so I needed the furniture within a specific timeframe. So she made guarantees. We specifically changed the items we originally wanted to less desirable ones because we were promised/assured/guaranteed those would be delivered earlier.

Do not purchase from West Elm! Ordered a custom bed in June. On the day after the last scheduled delivery date which was 3 months after placing the order they delivered a partial bed that could not be built. Over the course of 2 1/2 hours on the phone with customer service they provided 15 different updates as to where the missing pieces were to eventually state... "Oh, sorry we lost the head board." They then proceeded to tell me I could either order a new headboard and wait three more months or I could return the pieces they left at my house and get a refund. That's it. No accountability. NO responsibility. Nothing. I had spent five weeks contacting West Elm prior to delivery schedule as I was concerned watching the tracking and I was lied to, misled, ignored and overall dismissed. I have a b2b account as I was planning on doing a large purchase for a project. West Elm does not care. They do not care about their customers. Stay away!

Do not purchase custom furniture from West Elm. Ordered a custom bed three months ago and the day after the outside delivery date they eventually tell me they lost the headboard and that I would have to wait three more months. Horrible horrible customer service. Stay away.

I bought a sectional from West Elm for $4,796.00 and it seemed fine when it was delivered - no scratches or visible problems, so I accepted delivery. But then I tried actually sitting on all the different seats, and found that the foam insert is very different between the seats. Of the five square seat cushions, two of them are normal. But three are so firm that not only are they uncomfortable, but they are actually surprising when you sit on them because there is no give at all and it feels like you sat on a fabric-covered table instead of a sofa. I went into the store where they had placed the order for me, and they said they couldn't help and I should just call the main support number. I called the main support line, and at first they said they could not replace just the three cushions or foam cushion inserts, but they could replace the whole sofa. Then they came back on the line to say that since it was made-to-order it could not be replaced even if it was defective.

I ordered over 13,000 in furniture and goods.. Never ships on time. Still waiting over 6 months on two chairs! Now being told estimated time frame for shipping will be in January! JANUARY! I’ll have my order paid off in March! What will it be next? I’ll receive my order in ONE YEAR?? My family cannot fully fund together as we have only had 4 chairs at our brand new table in 6 months! Should have shipped elsewhere!

Received our custom couch and it was not the fabric I had ordered, contacted customer service and I was initially gaslit and told that it was indeed the fabric I ordered. I know without a doubt it is not as my previous couch was the same fabric. After not receiving a call back from a supervisor in the 48-hour time period I reached out again, I was finally connected with someone that offered to replace the couch and they would pick up the incorrect couch at time of delivery, unfortunately, I was hung up while on hold and it was not finalized.

I have purchased 2 orders ever from West Elm. Neither was made to order furniture or anything complicated. One order was for bedding and I was shocked by how bad the experience was, order kept getting delayed, contacting customer service was impossible (no email just a phone line that goes dead most of the time). It finally arrived and was incorrect and even though it wasn’t what I ordered and what I ordered wasn’t available they would only return for credit in the form of a gift card. Gift card arrives weeks later… With no credit on it. More calling and calling to get another card reissued. At this point I have moved to a new place and they refuse to change the address so I have to get the gift card from the people who bought my house.

The delivery persons arrived and all seem to be going perfectly fine with one person putting together a queen in one bedroom and a king from the other person. The king platform and Queen platform looked very nice. I went to put sheets on the bed on the platform that they assembled, and there was a huge bang, I had to take apart and the king mattress by myself and remove two heavy wooden slats because it was required for me to get pictures of the problem so that they could take care of it.

We are furnishing a home this summer and have placed multiple orders with West Elm. We ended up purchasing two 8x10 rugs and I was told I couldn’t cancel the one I didn’t want until it had arrived at my delivery center. I got a message late in the day that my rug would be delivered the following day (8/3/24). My best option seemed to be to refuse the item at delivery, which the delivery guys received well and processed. I called to follow up with West Elm customer service and they assured me that they would issue a return within 2-5 days. 38 days later, having reached out multiple times and getting the same story (2-5 business days for a refund), I am frustrated and losing confidence that I’ll ever see this money.

I ordered a couch online less than 2 weeks ago and tried canceling because the wait time to receive the couch is in November. I cannot wait 2 months for a couch. I tried calling customer service and they were very unhelpful and could not provide a resolution. It seems so deceptive to forceful to make you pay for an item that you do not want. Item has not even shipped.

I have been a loyal customer of West Elm for many years, purchasing nearly all my furniture from them because I genuinely love their designs. Between my children and myself, we have spent over $60,000 at West Elm, CB2, and Williams Sonoma in the past eight years. However, my recent experience has been nothing short of disappointing and frustrating, making me question my future with the company.

I placed an order at the West Elm store and the salesperson told me it would be ready in 5 weeks for delivery. After checking the order, they said it would be ready in November. I called customer service and they said they couldn't cancel the order. I can't wait until November because I have to move and they don't want to cancel the order. We are very upset and need a solution.

I ordered a bed on July 18th. West Elm was happy to charge my credit cs that day with a window of delivery ending August 23rd. It was not delivered in this window. I called to check the status and now the status is Sept. 2 through Sept. 20th. If I knew of the delay, I would have purchase a similar bed for either higher or lower cost elsewhere. There are several other complaints about West Elm delivery. Products look nice, but they can't deliver on their merchandise. I will never purchase another item from West Elm that I cannot carry and take home from their store. Beware ordering from West Elm products that need to be delivered. They cannot deliver.

I ordered two carpet runners on April 28, 2024. The order was delivered a few days later, but only one rug was included in the packaging, despite being charged for two. I contacted customer service, and they apologized for the error and said they would send a replacement and to look out for an email with shipment information. A week or two later, I contacted customer service again to inform them I never received an order or shipment confirmation. I also informed them when I looked at my previous order, the missing item was classified as a return, not as a replacement. I was reassured everything was processed correctly by the previous agent, but the delay was due to the item being backordered and I could expect it to be delivered in June.

Updated on 08/29/2024: The refund was finally received after 3 days. I appreciate Suzanne’s effort, but the whole incident was left me bitter.

I called West Elm on August 6th prior to placing my order as I was shocked by the $79 shipping fee. I was told this was due to it being expedited shipping timeline and the rep confirmed I would receive the items by Friday August 23rd as they were in stock, coming from California to Portland. I see on August 17th that the items arrived to my local delivery center. August 21st I decided to call west elm as it said scheduled delivery august 18th yet I received nothing. My local store wasted an hour of my time, telling me to call ups, yet when I did that and wasted more time it wasn't even a ups tracking code.

I had a wonderful representative named Suzanne who was able to help resolve my issue. I so appreciate being able to return my item in order to pick out an outdoor coffee table that will hopefully withstand being outdoors!

Bed collapsed on its legs while my daughter was sleeping. Bed is under 2 years old. West Elm customer service did nothing. Bed frame is of cheap and weak wood. Defective product now being handled by attorney.

Purchased kitchen table, the base is damaged. Called costumer service, the representative was very nice and helpful, will send us new base, but it will take more than 3 weeks. Till then damaged table and boxes are sitting in our small condo. So disappointed in West Elm.

I customized my bed in May at a store in Georgia. I was told my bed would arrive and be assembled on July 27th-August 7th. I called every couple of weeks to check status and make sure everything was on track. Every time I would check status it would say, ''Preparing to ship''. That's what caused me to be concerned because my status never changed. I called the store that I ordered from and also customer service numerous times. I was reassured that everything was on track and no delay was noted. Recently I went to a West Elm store and spoke with someone, the Representative stated she would email the department that handles the shipment because I should have received some update by now. I called this afternoon and spoke with the representative that emailed the department. She stated to me she has been emailing them and finally received a response stating they are investigating.

My end-to-end experience with West Elm has not been positive. Placed an order on a table from the store, but the sales associate did not enter my email address correctly - so I never received updates. Weeks pass, table price drops significantly, so I ask for a price adjustment -- West Elm would not do a full price adjustment and was not willing to cancel my order. Lots of back-and-forth with customer service. Delivery date scheduled and rescheduled by delivery company. Table ultimately delivered chipped with dents and scratches on the base. Quality is not good. I just want a full refund and this table out of my life!

Doing a forced remodel due to a fire and have to replace all furniture except for primary bedroom. In may when I found the dining room table and West Elm had some candidate chairs that I could examine in store so I went to the local store. With larger purchases you want a problem solving salesperson to support you in the process. The people in the store were more of cashiers than customer centric sales support. I was told it was about a five week delivery time and I would have to take delivery and the furniture could not be held till my house was finished enough to take delivery.

I ordered a chair in April and they advised I would receive it mid to late August. On July 30th I received a call from the delivery person saying he was at my house. I never got an email or a phone call saying the chair was scheduled to arrive. I called my husband who luckily was able to get to the house to receive the chair. They are standing by the front door which my husband, who is 76 years old, opened for them and they refused to put the chair inside. Literally two feet from where they dropped it. Unbelievably poor customer service. It would have taken them 2 seconds to help us.

Absolutely horrible customer service and return policy. I ordered 3 pendant lights and the description on their website and the picture shown were both inaccurate and misrepresentative of the actual product we received. After multiple back and forth emails on the return of the product, we had to not only pay 30$ for return shipping but also pay an additional 30$ restocking fee and they will not waive any of it even for a mis-representation on their website. AVOID this place and look into a store with better return policies.

I ordered a couch in March and email stated it was received at loading dock in May, status as ready to be scheduled for delivery. I called, and was told they couldn't locate the couch and would put a search in, and to call back tomorrow. I called back, was told the same thing. This happened at least 4 or 5 times. After 3 weeks of calling with no results, I was told the couch was not found and they would re order a new one, available in early July. I heard nothing until today, and called to check status. They said new couch order was never placed, and I would have to wait until September, 6 months after my initial order.

The countless issues posted are very real. If you think you'll order from West Elm and receive your furniture in the time you expected it, you're gambling with your time and sanity. You might get lucky, but if you continue to order from this company, it'll happen to you eventually. I've ordered from West Elm in the past, and it has never been a great or smooth process, but I've received my items in reasonable windows stated. My current situation is one that's incredibly frustrating and has led me in circles between the customer service, delivery scheduling, and split delivery teams (yes, there's an entire separate team just for split delivery).

Made to order sectional, ordered in December - arrived in April after almost a month of delay. A month after it arrived I filed a complaint that the fabric was pilling and stretching and it looked worn and tiered, like furniture would, but only after a long period and/or negligent use. Not after a month! A technician came to fix, but only confirmed that "this fabric tends to do that". No one ever mentioned that at the time of purchase, which would have definitely been used to make an educated decision if I wanted to spend $4330 for this cheap fabric and I consider that dishonest and deceitful. Now West Elm doesn't want to return and refund, because it was made to order and because they consider this regular wear and tear.

I was sold a nightstand by West Elm that I believe to be poor quality (check the picture). They refuse to resolve my problem by sending a medic, stating outside warranty but this is not what good quality or standing by your name looks like. Very expensive piece I cannot use like this.

West Elm is an awful company that doesn't respect their customers. I bought a mid-century nightstand and had the delivery guys set it up. Once we realized it didn't fit in the room, I asked them to take it back to the warehouse. A few weeks later I called to see why I hadn't received a refund. They said they had no record of the nightstand ever returning to the warehouse. I called the warehouse and asked if they could look for it. They said they didn't have time to do that. I asked if they could speak to the men who took it in their truck but they apparently had no idea who was working that day.

West Elm is quite good at putting up lovely photos of their furniture, beautifully it and styled. Don't be fooled. We bought a couch and almost immediately found just how shoddy their construction materials are. The back cushions are sewn on backwards with the zipper on top. The pillows are misshapen and bulge out in various areas. There's nothing in the seat cushions or construction to provide any kind of lower support, so it feels like you are almost on the floor. I'm trying to deal with their customer service, which is a real runaround.

Terrible experience. From delivery problems, to items arriving damaged, to quality after 10 months of owning sofas from West Elm - I will never spend my money with this company again. Spoke with customer service who escalated my call to a supervisor - she would only say, "I'm so sorry - there's nothing I can do." Zero empathy or concern. We researched sofas for over a year before purchasing. Have had them for 10 months and the quality is terrible. They look dingy and worn. I keep my home near perfection-clean weekly. Followed all care instructions. What a waste of money.

My family has spent a lot of money ordering large furniture from West Elm over the past several years. I purchased the Mid Century dresser less than a year ago and the handle on one of the drawers broke off. Initially reached out to Customer Service and was told I'd be contacted in a few days about a replacement. Never heard anything and followed up with Customer Service again after a few weeks. Was told that the handle replacement hadn't been approved by a manager, but the customer service rep said she would push it through and I would receive a new handle in a few days.

I purchase two beds from West Elm some time ago but they were unopened until recently as they were for a new home being built. One of them was missing the 3 support posts for the centre underneath the bed. I contacted West Elm to see I could obtain them. They were not even willing to try to help me because it was outside their 30 day return window.

I should have read these reviews before I bought from West Elm. I ordered a London Sleeper sofa and paid to have it assembled. The guys they sent did not speak English so after 2 hours of trying to assemble it they left. The delivery hub told me later that it was delivered without the proper hardware so they were unable to send someone out to finish the job. I have called West Elm multiple times and the runaround is so bad. Every time I call someone either gives me another number to call or acts like they know what they are doing and assures me someone will reach out to me. It has been a month since the couch was delivered and it sits there half put together, and West Elm took my money and gets away with not making this right. Please do yourselves a favor and think twice before buying from west Elm.

DO NOT PURCHASE ANYTHING FROM WEST ELM. On Jan. 13, 2024 I went to West Elm located at 5307 E Mockingbird Ln #100, Dallas, TX 75206. I was assisted by the store manager, **, in ordering a Harmony Sectional sofa with a pullout queen bed. I ordered a matching chaise with lift up storage to go with it. I also ordered a Camilla king size bed with lift up storage. I paid a total of $7443.27. (see Citi statement) When the furniture arrived on March 30th the sofa did not have a queen size pullout bed, the chaise did not have the lift up storage, and the lift up on the bed was defective. I went back to the store on April 1st and spoke to ** who admitted she ordered the wrong sofa and chaise. She also said I could order a bed with drawers in place of the defectively designed lift storage bed. I was offered the option of keeping the furniture for the 8-10 weeks until the new furniture was built.

BUYER BEWARE!!! DO NOT DO BUSINESS WITH WEST ELM. Worst service of any furniture provider I have ever worked with. Placed an order for tens of thousands of dollars of furniture. Had to spend no less than 30 hours on the phone trying to correct errant deliveries, items that were broken, etc. Multiple items are falling apart after 8-10 months and West Elm is denying any responsibility and declining to help in any way. I will never buy furniture from West Elm again, and would caution anyone from doing so. Desks have paint chipping at every seam 10 months later, leather chairs have metal and wood poking through the backs of them. West Elm says this is normal wear and tear. BUYER BEWARE!!!!

I wish I read the reviews before purchasing from them and noticed how the website doesn't allow for reviews- major red flag. The availability of one item and the delivery time of both of my items keeps changing. I was told in store and by Representatives on the phone and in chat that the available item would be delivered. First agent told me that the items would be delivered white glove when available. The second agent told the first available item would not be delivered white glove and would just get dripped off on the doorstep. I logged on a week after it was supposed to arrive and found notice to call to schedule delivery. I then called and was told the item can't be delivered until the other one arrives and the other one was shipped from CA otw to local warehouse.

We had two rugs delivered today from West Elm with “white glove service,” about $300. Per rug. The five delivery guys said they could not bring the rugs to the two rooms and unroll them, taking the old rugs away, because all the furniture needs to be removed by us before the rugs were delivered. They dropped the rugs and left. Why did we pay for white glove delivery?

Reprehensible, unethical and manipulative experience. Few key points: 1. Purchased a floor sample dining table from the Brooklyn West Elm store 10 days ago. 2. Piece was discounted (as expected) for minor wear-tear. 3. However, sales team provided no verbal acknowledgement about a color-mismatch between legs and top. Imagine! Perhaps, to not scare away a buyer. 4. Was shown legs in showroom and rest in warehouse (I accepted, a 'trustworthy brand' I presumed). Did not expect to be misled this drastically. 5. After delivery, I am told 'final sale' and 'we showed you'. Plus, dismissive attitude, no empathy and no accountability.

Updated on 7/30/2024: A month ago I was able to write a review on this platform. I was surprised when I got a response from the company asking me for the order number. I responded to the request. Currently, I am completing my last review, which is a continuation of the previous one to give an update of the response I got. Unfortunately, after contacting customer service, writing a review, and getting a response from the company nothing was done. My request for getting a new rug or for an employee to come to my house to assess the issue with loose fibers was denied by a supervisor, since the excuse is that it is normal for the rug to show loose fibers the first 3 to 6 months of vacuuming. I do not know how accurate this timing should be.

I cannot believe this company charges what they do based on the horrible service they provide. I placed an order on 5/12, I used 2 West Elm gift cards (which were given to me BY West Elm as store credit). My order processed as normal. Then a week goes by and I notice my order hasn’t shipped yet (even though it should have been delivered by that time). So I called customer service… they tell me one of my gift cards declined. My first thought is: why didn’t anyone contact me? But anyway…

Don't buy from West Elm. Scheduled our furniture delivery and installation, planned my day around it and no one came or called. Called customer service and they could not reach the dispatch and could not help. Very frustrating. Will not buy from West Elm again.

I bought the Kay Reversible Persian rug. The quality is subpar. It has the feel of a kitchen mat and the colours must be sprayed on as the rug is very thin. Worst, the red is really a brown colour and the black sure looks like blue. Needless to say, it’s going back tomorrow. What a waste of time. Definitely won’t be buying any of their products again.

In April I purchased an outdoor table among several other items. Delivery date for a table was supposed to be May/June. Around middle of June I found out that in order to get the table I needed to cancel a big flower pot that was on backorder because it was holding my table from been released. Nonsense! But I still canceled the pot and made appointment for the table to be delivered. The table was finally delivered second week of June. During the delivery, we noticed that the table was broken in several places. I took pictures and asked the delivery team to take the table back. Next day I called customer service, told them that I needed a table replacement.

Company did the right thing after my complaint.

Updated on 07/10/2024: I was ghosted by the customer service rep. I haven’t received an update since 6/28. They were suppose to be following up on the shipping date for my bed that was delayed 6 months. I can’t follow up on the original message so I’m starting a new one.

I purchased the Mid-Century bed frame a little over a year ago with assembly. Come to find out, when I was moving, the assembly team provided by West Elm (which was dispatched through Williams Sonoma) had stripped the screws and we were unable to disassemble the frame without damaging it. I waited over two weeks after being promised a solution from a “general manager” to which the response was, “I spoke to my GM about this, and we are unable to assist due to the age of the order. I apologize for the inconvenience.” This company does not care about customer loyalty or own any faults they cause. I have lost thousands of dollars due to their mistake and they offer zero solution or assistance in recovery. I would not recommend this company or associated companies to anyone.

I purchased a Portside outdoor dining table from West Elm in September 2023. By April 2024, it was discolored, warping and cracking, even before the summer heat. When I called customer service, I was told this is due to being exposed to elements and there is nothing they could do. It’s sold as an outdoor table! Of course it will be exposed to elements! Terrible product and terrible customer service. I am extremely disappointed by their lack of willingness to acknowledge faulty (and expensive) product. I will never purchase another product from West Elm.

Buyer beware with delivery charges. I ordered a smaller dining table and 6 chairs and delivery was over $450!! The table is shipped via home delivery (white glove service) for a flat rate, however the chairs have to be shipped via UPS for another substantial delivery charge. It doesn't make sense to me why they can not be delivered together. I also noted that on the website, there is a free ship to store feature. When I inquired about this, I was told the chairs could not be shipped to the store. If I had the option, I would cancel my order.

Absolute garbage products. We bought an outdoor table that lasted 9 months before it started to crack. It wasn't even directly exposed to elements. I called customer service and spoke to several unhelpful, unsympathetic, and rude employees before asking to speak to a manager who was so mean I couldn't believe it. My husband called back to speak to a manager to see if someone else could help and they literally told him "no. Your wife already spoke to a manager and you can only speak to them once." Incredible! That is $2,000 down the drain. I will never stop telling people about this insanely bad experience.

On May 12, 2024, I made a purchase of approximately $6,000 after it was represented to me at the store that the items were available. I was informed that the sofa and coffee table would not be available until August and September, respectively. However, the other two items (amounting to more than $2,500 were "in stock and ready to ship." I proceeded to make the purchase. I received a confirmation e-mail, and then updated tracking showing that the two items that were "in stock and ready to ship" had been shipped to the Company's delivery center. I have been calling to get an update on my order, and I continue to get different information.

I ordered over $4000 of West Elm outdoor furniture- the Urban Sofa and Urban Swivel chairs. These are wicker pieces. After one full summer of light use, covering when not in use and during winter months, the wicker is cracking and falling off the frame all over these pieces, which is very disappointing. The furniture is defective. I called West Elm to address the issue and was told they have a 30 day return policy. This seems like an absurd response when there is a quality or manufacturing issue. I have purchased similar outdoor sets from Target that are over 10 years old, much cheaper and still in like new condition. Do not make large purchases on West Elm furniture. They do not stand behind their products.

Purchased Portside dining able and chairs a year ago. One chair immediately cracked revealing the poor quality of wood and hardware. Great design but inferior quality to other brands. Materials are subpar and have quickly broken. Metal parts have rusted and wood has broken. Terribly unsmooth operating. Easy to assemble but not a great value. Looks like this will be a very expensive purchase when it breaks or needs to be replaced.

Updated on 09/17/2024: I wrote a review in June regarding not receiving my bed for months and then when it was shipped only part of it did. I would have then had to wait another 2 months for that part. They responded they were looking in to it and I have yet to hear anything at this point. Poor customer service continues.

Very disappointed in my purchase. I bought chairs that were to be delivered assembled and got 2 boxes with pieces of chairs in them. I called and was told they do not assemble these and to call Task Rabbit. I purchased a table, 4 chairs and a cabinet for my breakfast room. This is will be my last pruchase from West Elm.

Bought a sofa with a 250$ paid towards white glove delivery. It was a 86" sofa. With their packaging and everything, the delivery guys could not get through the door. They asked me sign a waiver that they would not be responsible for any damages. I did. They tried couple of different ways. Every time they seemed very close to getting through it but it didn't work. Had no choice but to return. They asked me to click a link and submit a feedback for return. Got a call from the customer care who just would not understand the situation. Without even listening to the full story, insisted that it's a no return item, it's custom made blah, blah. It wasn't a custom made item. Yes, it was on sale. Most items were on sale during the memorial. Since I wasn't going to get my return, I asked the delivery guys to leave the sofa in my basement. It is still there and no use for us. Very disappointed by the experience I had. I would never buy from West Elm.

We will never buy anything from West Elm again. We are so disappointed in a sectional couch that we spent over $3,000 to purchase. We wish we had read these reviews before purchasing. We originally ordered the Andes sectional sofa in August 2022 and it was delivered in October 2022. The color of the fabric seemed much lighter color than the swatch we had been sent, but we let that go. Then we started noticing that there were fabric issues with one piece, along with other issues. We contacted customer service and they agreed to replace that part of the sectional. We received the replacement in April 2023.

I ordered the Hargrove Banquette and two Hargrove matching chairs. I received them in April of 2024. Fast forward a month later and I have guests in town for my stepson's graduation. My sister in law was just sitting in the chair, stood up, and it broke. She is a normal sized woman. I was mortified. At the actual graduation party my stepson's grandfather was sitting in the remaining chair and he is a big man and I was so nervous the whole time and worried that this was going to happen to a large elderly man. Thankfully that chair withstood him sitting on it.

Ordered the rug from West Elm and It was delivered A DAY ago. This morning I noticed the same rug was on sale, so I called the customer service for price adjustment. They said that they would not adjust price, because I already received the rug even if it was just one day. If I decide to return the rug and purchase the same rug on sale, they would charge me the shipping fee. If I drop the rug to the store by myself they would still charge the shipping fee (not restock fee).

I'm extremely disappointed with the customer service at West Elm. I purchased a 2-piece sectional from them as advertised on their website. I specifically purchased a 2-piece because I live in an apartment building in New York City. When the item arrived a month later, the couch was brought to my apartment in one piece with an ottoman. Upon arrival, the couch did not fit in my elevator or staircase because it was oversized. Assuming that I had paid premium price for a premium piece of furniture. I called customer service to let them know what had happened assuming that they would help me exchange the couch or get a refund. I had to refuse the couch on the spot because there was no way to get the couch into my apartment. Since then I have called their customer service 10 times and been into the store to speak with managers 4 times. No one can get me a resolution or my money back.

I have never experienced such terrible customer service as I have the past 2-3 months with West Elm. I had ordered a love seat, table, two chairs, and the chairs arrived damaged, so we returned them. By the time the chairs were returned, they were out of stock so we were forced to order to new chairs that did not match the existing set nor did they come even relatively close to matching the photos online. I was forced to order these two chairs using an e-gift card rather than having the option of getting a refund to the original form of payment.

Bought my son and his wife a couch from West Elm. It was delivered approx 2 1/2 yrs ago. I was concerned as there was no support under the middle of the 84” couch- just found out the middle cracked and they have to stack his text books underneath. West Elm does nothing after 1 year! Poor quality- high price for what you get!

I am so upset with West Elm. I bought stools from them and upon delivery they were broken. I returned with the label they provided and I never got the credit. I can’t get anywhere because now it's 120 days. I was busy furnishing my home and didn’t think I had to follow up to see if my credit came through. Then when you call it takes 45 min! I tried that monthly. Now I am being told they don’t know where stools are and I still don’t have a refund. So frustrating. I thought I could trust this company.

We purchased a sectional sofa from West Elm. 5 months later they cannot locate the $4,000 sofa but will call when/if they do. Customer service people say they fixed it but two weeks later no sofa. West Elm and associated names (Pottery Barn, etc.) are off our list of suppliers.

I’d give a 0 star if I could. The delivery team arrived late, then couldn’t get the couch in our apartment, refusing to try a second entrance. Then customer success claimed the couch was custom made and could not be exchanged or refunded. (It was not custom made) Customer success was uncaring, unhelpful, and the entire experience felt like a scam.

Ordered Harris Sofa and the swivel chair. The swivel chair started squeaking after less than two months and the repair person said it was manufactured with fault. Where is the quality control? I called the customer service and at first they said they will replace the chair and a week later that said a repair person will come to fix the noise. They have canceled appointments and after several follow ups, they have gone silent. I paid lots of money and why wouldn't they replace it if their repair person said it was manufactured with faulty swivel. DO NOT BUY THEIR OVERPRICED PRODUCTS. The sofa cushions are showing wear only after 4 months of use.

I purchased two Mini Twist Pouf, 22"x22"x13", Alabaster #5073550. QTY: 1. $180.00 each. One is completely falling apart. They sit side by side and have the same usage. The West Elm customer service will not replace the one that is falling apart. Offered 15% off. Sorry.

Thanks for the refund.

I was so excited to finally find my dream dining table and placed my ordered a couple months ago. Delivery day came and about an hour or so before it was delivered I received a call that it would be a partial delivery and that 1 item was missing and they weren’t sure what happened to the item. When the “white glove” delivery service arrived they told me that one of my items was severely broken and couldn’t be delivered, which was the matching bench. My table arrived and was also damaged. It’s clear that the delivery service was rushing to get through their jobs for the day because it appears my table was dropped, the one corner was chipped and damaged and there is also a deep scratch on the tabletop that is half the width of the table. The delivery service took photos of the damage and told me I’d be contacted within 25 minutes, which didn’t happen.

I purchased a dining table in Mid March, expecting delivery in June. Then I checked my order 3 days later. It became delivery in Aug. I called customer service to cancel my order since I did not agree with that time frame. They said they already put the ticket for me, just wait 2-3 business day. After 3 days, I checked my order, not only did not get canceled but delivery day became Sep. I called customer service again, same answer as 2-3 business days. After 2 months and thousands phone call, my order still did not get canceled and they refuse to give me the refund.

Do not shop with West Elm. Terrible company policy should your order arrive defective!! They will charge you over 300 dollars to ship a replacement if you picked your order from a store!! If you must order a furniture piece online better to have it shipped home and pay the high shipping fee! Instead, highly recommend shopping for home furnishings at online store 'Article' great service and better quality products and prices. Check them out instead.

We purchased the Triangle Sculpted Bath Mat in November 2022. $55 for the 24x64. We had it for 16 months and it’s completely fallen apart. Photos attached. I reached out to customer service via email and got a response that their email account isn’t monitored so I contacted via chat. I was told since it’s been more than a year there was nothing they could do. When I pushed back, the rep offered to escalate it but said “I am so sorry but due to the timeframe since delivery we are not able to assist. If I was to send in an email requesting an exception it would most likely be denied. I can go ahead and send that email in if you would like me to.”

Dedham store willing to work with me and exchange items. TY.

West Elm's Portside Patio furniture is absolutely not worth the money. I had several issues with the products even at the very beginning of my purchase. In less than two years, the product has chipped and has cracks in it. We paid a fortune for the entire Portside outdoor furniture set. We are so disappointed with our purchase.

I wish I could give a 0-star review for West Elm. I placed an order online for a side table/plant stand in February 2024 and after receiving it, I noticed a crack at the bottom so I wanted an replacement. I called their customer service about this and they told me I can drop off the current item in the store and then they will send me a new one. My husband and I dropped it off at the Bellevue (Washington) store 5 days later, they accepted it and told us we are good to go and the new item would be shipped shortly.

Purchased an item I have yet to receive. Was given a delivery time frame of 7 days, which turned into an additional 3 weeks. This company takes no accountability for their poor customer service but has the audacity to charge delivery and surcharge fees when they cannot fulfill orders in a timely manner.

I have ordered from West Elm in the past with no issues. However, this last interaction was quite different. I ordered several items of furniture; 2 of the items had an estimated delivery date between 2-3 weeks post-order, while the other had an estimated delivery date further out. When I placed the order, the two items were lumped together with a single delivery date, with the other item an alternate. After several interactions on the website and a refusal to allow me to communicate with a manager, I was told that the associate would be able to assist. However, it was never forwarded to a manager. As for the delivery, I was informed that I must wait for ALL items before West Elm delivers them. The site should have said all items would be delivered by the latest delivery date. I will never purchase from West Elm again.

We placed a fairly large order with the NYC store managed by Aerin **. Our experience has been simply horrific. The sales/designs team lacks experience and passion and do not communicate. The customer service is uncaring, just passing the bucket. And the delivery team unprofessional and unreliable. Many items delivered were defective or damaged. First delivery window was delayed by about 4 hours, and they also damaged our front door. The delivery crew never showed up for the 2nd delivery. That is after one of the managers reassured us that the 2nd delivery would go flawless. And when I call to resolve the issues, I just get the run arounds, and no one apparently can help.

Updated on 4/22/2024: This is my second review on my experience with West Elm and their customer service or lack thereof. I am disgusted that I have to resort to leaving negative reviews to get my point across. I ordered 2 pieces of art in February, received 3 deliveries to date, all of which have been damaged. I have spoken to multiple representatives whom have tried to assist to no avail. There was no follow up with me, every time I had an update it’s because I had to reach out to get one, yet “William Sonoma” takes their customers' issues seriously. What a joke!

Updated on 5/27/2024: Still waiting for West Elm customer service to reach out regarding plates I purchased and spent over $500 on. “Durable for everyday use” = all plates are chipped already. Waste of money, first purchase I’ve ever made from that company and the customer service is awful for such high ticket items.

Dealing with West Elm is incredibly frustrating. I have ordered two Dining Chairs over a month ago. At that time, the lead time was 1-2 weeks. I've had several deliveries being scheduled and then suddenly canceled until I got the first one delivered. The second one had a delivery schedule for today and, again, it got suddenly canceled. When calling them to reschedule delivery, I got informed they won't have stock until August-September! I don't recommend West Elm to anyone who's looking into buying furniture.

Updated on 05/13/2024: Sofa fabric very rough. Company said would send fabric swatch and to send them pics once I received. Never received swatch. In the meantime, company called and left me a VM saying West Elm unable to exchange as I didn't send pics. When I posted complaint here, fabric swatch miraculously arrived 2 days later. But already told no replacing or upgrading. So had sofa cleaned hoping it would help - fabric tore. Now the springs are popping too. Thought couch (which I paid over $2100 for) might make it a year, but I doubt will last much longer than a few more months.

I regretfully purchased a dining table from West Elm over four years ago, expecting durability and quality craftsmanship. However, my experience has been nothing short of disappointing. Despite gentle use and proper care, the finishing on the table has started coming off on its own, revealing the subpar material underneath. From the moment I unboxed the table, I noticed flaws in the finish, but I hoped they were just superficial. Unfortunately, over time, these flaws only worsened, and now the table looks more like a cheap knock-off than a premium piece of furniture.

I saved and saved and saved for 2 years and took an extra job (I am a teacher) because I was in love with the Anton dining table. I wanted to get something high quality that would last for years and years! I even visited the store and chatted with them and I was assured it would LAST and was high quality. I am embarrassed now that I paid $1800. The table started cracking a little over a year in, even though I take perfect care of it and follow every instruction they gave. They said they can't do anything after a year. A YEAR?! Please beware. West Elm is not high quality. It is very low quality masking as high. This is throw away furniture, very sadly. And they don't stand by their products. In fact, the customer service rep actually said to me "It's from a third party vendor, we can't guarantee it". Which was much different from when I first talked to them. I also have several other pieces that are not in great shape after a year, but none as shocking as the dining table. Never again for me or anyone I know who will listen to me rant about West Elm.

I have ordered from West Elm plenty of times and I haven’t had issues with their product, up until my most recent order. First of all, I have no issues with the item itself, a kids bean bag chair. My issue is I ordered filler beans to get the chair firmed up again for my kid after it’s been compressed, went to try to open the zipper and it won’t open at all since the zipper during manufacturing was closed, while zipping through bean bag beans. I called customer service with the intention of taking the current chair, for them to open the zipper, given they do custom fabric requests, and was told by the rep I was outside the return window.

I was notified that the item had arrived and made an appointment for delivery on April 3rd and was told via email that I would receive a 2 hour window for the delivery time 24 hours in advance. That never happened, so I called customer service and they told me that now, the delivery wasn't going to happen until May. They could have informed me that the order had been delayed but they didn't. This is especially disappointing because I took the day off work for this delivery. I requested to speak to a manager but they couldn't be bothered. I cancelled the order and will never buy anything from West Elm again.

Updated on 04/03/2024: I called the site exactly a week and a half after being told a “ticket” was entered with my cancellation, and that it would take 24-48 hours for a response. Well not to my surprise, I haven’t received anything, despite the fact that the agent I spoke with (Claudia) confirmed that our bed manufacturing had not been started. The agent I spoke with this morning (4/3) again started another ticket requesting the cancellation, and again her attempts like in the past, to contact a “lead”, went unanswered. I had asked for a lead to call me and the agent stated that leads don’t call customers, so again I’m put through the revolving door! Do not buy from West Elm.

Just got delivered my $ 878 +taxes Bed which also included a TERMITE FAMILY with it! That’s unacceptable for a brand like this. Also the head board came damaged! What a poor quality! DON'T BUY IT. It is unbelievable the poor quality of it and the infested.

In April 2023 I purchased a “haven” 86” leather couch. Turns out to be a bad decision. It shows marks from any contact and looked distressed after a month. I finally decided to keep it covered with a blanket to slow down the distress. I have had other leather furniture for six years which shows no wear or scratches despite much use. The West Elm leather couch is less than a year old and looks awful. Buyer beware.

These people stole $175 from me and gave me the run around for 4 weeks. Just a complete scam of a company. I ordered 2 mirrors, they either only sent 1 or UPS forgot to unload it from the truck. The picture UPS sent showed only 1 mirror. UPS said everything was delivered. West Elm sided with UPS even though photo evidence showed only 1 mirror. I only discovered my claim was denied after being told I would be refunded is after 3 weeks of no refund I called back and they told me, "Oh wait, we are siding with UPS."

Purchased an Urban 116" Sectional couch on March 2022, for over $4k, had to wait more than 5 months for it to be delivered. After just over 1 year of use all the cushions are now wrinkly and sagging as if it was a 10-year old couch. Worst of all, it is no longer comfortable to sit on. I have a cheaper sofa in the house, from another brand, purchased 6 years ago, that is in much better shape than this West Elm one. Called West Elm customer service and they said there is nothing they can do about it. I am very disappointed with my experience, as this is a very expensive couch, the most expensive piece of furniture I ever bought, so did not expect it to be so low quality. I am also extremely disappointed with the customer service.

If I could give zero stars, I would. After having a decent experience with West Elm furniture in 2018/19, I decided to buy a leather couch for over 2k in September 2023. What a mistake: the delivery date kept being pushed out week after week, any customer service person I spoke with gave me contradictory and conflicting information, much to my frustration, most usually, I was told that I would get a call when the delivery was imminent. Then, without any warning or phone call, the delivery company showed up at my house in late October. The couch was the wrong color and the leather was thin as well as faded and cracked in places - I immediately called West Elm and explained the issue. I was told I would receive a full refund, including of delivery charges, given their mistake, that I would see both the charges refunded in my credit card and would get a call to have the couch picked up.

I spent 4 hours in West Elm Miami Beach on New Year's day. We needed furniture for our condo and brought tile samples, fabric samples and cabinet samples in order to match up our purchase with our condo. We met with a very nice lady who seemed to be very knowledgeable and was a great salesperson. We matched up a dining room set and chairs along with coffee table and end table and a buffet. After tax and insurance our order was just over $7000. I was told it would all be delivered January 22, 2024 and we planned our next trip to Florida to be there for that time. A week later my building called me and told me that I had a delivery from West Elm. They told me it was a small box so I had it sent to my room. I called the stoor and spoke with the salesperson and she told me that the end table came from a different location so they sent it UPS but the rest of the delivery would be from the warehouse.

I bought a fairly expensive sleeper sofa (Harris model). It took a long time to get it and it was very difficult to coordinate delivery. There was very little flexibility. When the sofa arrived, the seat cushion was very hard. This was nothing like the sample in store. When I tried to get it replaced, I was told to live with it and break it in. I brought back to the store to show the manager and compare it to the floor sample. I was told the floor sample had been there for almost 2 years and my cushion was fine. This seems like a bait and switch operation. I would never have bought this sofa if I thought it was going to take months before it was comfortable. I will NEVER shop at West Elm or any of the Pottery Barn stores again. I just don't trust them.

I recently ordered a $1500 outdoor storage trunk for my deck. I also purchased a cover for the trunk $311.76 including shipping and tax. The cover arrived and although the dimensions listed on it should have fit my trunk, it was too small. I drove to my local West Elm store to see if I should return it or order a replacement. They said that perhaps I should order a replacement since the one I ordered could have been defective. They called to set it up for me. After they hung up the phone, they noticed that the new cover would not arrive until over 4 weeks later and said I could cancel the order if that was too late.