West Elm Reviews

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.

I already received the credit. Thank you.

I special ordered 2 chair with ottomans that took approximately 3 months to arrive. When they arrived, the quality of the furniture was poorly made with seams that were coming apart. I quickly called West Elm and they agreed to a full refund. However it has not been over a month and I have not been able to get in touch with someone who is able to help me. I spoke to someone who told me I would get credited back to my credit card which was not done. I was then told by a separate person who said I needed to schedule a delivery before I could get my money back, I asked that this be put in writing. They referred me to my original case owner, who hasn't called me despite multiple calls. I was told that the there is only one case owner and that is the only person who can help me. This person has not returned my calls. My next step is to call my credit card company to help with this problem. I will never shop at West Elm again.

We purchased the Anton dining table, 4 chairs, a bench and a buffet. The total order came to over $5200. Same price as we could have paid for similar furniture from Stickley. Shipping, processing, and delivery charges came to $527.60. At one time we were told that White Glove delivery was a flat rate of around $379. Even that, I thought was a bit high. But now $527.60 and no option to pick up from their warehouse. Stickley offers that. And now we regret.

In October 2023 I bought a Henry love seat / sofa bed and matching chair. It arrived in mid-January 2024 because a clerical error was made by the store, and the delivery was delayed. Once unpackaged, I immediately noted that the seat cushions on the love seat were not the same; one cushion was soft and the other was firm. Upon further inspection I noticed that the seams on each side of the love seat did not match, there was virtually no foam padding on the arms, and the wood frame had "nubs" projecting into the upholstery that would have poked through the fabric with time. I contacted Customer Service and was treated poorly, but was eventually given loose instructions on how to proceed. I documented the furniture issues with words and photographs and sent the information via email to West Elm for their review. Although there were minor problems with the matching chair, I felt that I could live with those problems.

We purchased Mid-Century Expandable Dining Table, 72-92", Walnut #** in December 2021 and it was delivered in June 2022. The banded edging is clearly beginning to separate from the main pieces of wood and in one place has cracked. We contacted customer service and they are saying nothing can be done about it. For a table that was over $1000 by a company that calls their products “high quality”, there is no reason after only a year and a half that there should be issues with this table. Their quality is poor and would not recommend their products.

I have been a loyal West Elm customer for 13 years. Literally half the furniture in my house is from WE. I purchased a custom sofa in early September 2023. At the time they were quoting an 8 week lead time. After placing the order, I watched the estimated shipping date regularly push back, although I can see that it was built and has arrived at a shipping dock somewhere. As of writing this (March 2024) I still don't have a sofa. I made another purchase of an "in stock and ready to ship" desk in mid November 2023 before I knew the sofa wasn't ever going to ship. It has also not shipped and the ship date, just like the sofa, keeps pushing back whenever the dates approach.

What a disaster. Ordered furniture in December and have never received it. I have spent SO many hours on the phone with them to try to track it down and have been lied to every single time. No one knows anything. After massive struggle, they agreed to refund my money but kept the tax and delivery fee. And I never received a thing. I am about to take them to small claims because this is fraud at this point.

Design consultant gave me dates that I was very pleased with until the order got paid for and then everything changed. I have been waiting months to get product. The first part of the order arrived with terrible workmanship and nowhere near method, design quality that the in-store designer represented seems in bad places squeaky when you sit on it, fabrics that has a horrible overall appearance. After multiple conversations with customer service who escalated this to general management had the nerve to tell me I couldn’t return this horrible product.

I purchased a loft bed in August. Didn’t receive it until October. It was improperly assembled - all the screws were stripped, etc. I contacted West Elm. They asked for photos which I provided, twice (which meant that I had to contact customer service twice several weeks apart because I never hear back the first time). First, they offered a repair kit which they then realized wasn’t available. Then they offered a new bed and compensation (never specifying what that would be).

I purchased a sofa which arrived without a back cushion. I called several times and was told it was final sale and nothing could be done. I am now stuck with a $2500 partial couch and have lost all respect for West Elm.

Quilt separated at seams. Was not washed nor stressed. Store employees including manager were of no help. They were limited by the computer. The computer programming is done by humans, so let me talk to him. An expensive quilt with poor quality, poor customer Svc equals the same demise as Kmart… Bankrupt.

Horrible customer service and product delivery keep getting delayed by weeks and months. No accountability from West Elm to get the product to the customer or meet the delivery promise. I had spent hours talking to the customer service but every time they have an excuse stating that they use a third party delivery service and they don't have control. This is not expected from a high-end store like West Elm when we pay thousands to buy items.

We purchased the Curved Edge Oak Dining Table (#778927) in fall of 2021. The table was delivered in September of 2022. Now in less than 18 months, the dining table is delaminating. The edge banding is falling off the table top. The two layers that are glued together to give the table top depth are separating too. This is terrible product quality. We contacted West Elm, but we were past our warranty window by a few weeks. After playing phone tag, they started to ignore me.

I ordered a sectional on February 3, 2024 with a delivery date by March 31, 2024. I recently received an email stating my order is delayed until at least July 15, 2024. I called to cancel and I have to wait 3 to 5 business days for West Elm to decide whether they will cancel an order that cannot delivery within 2 months. I can't take advantage of the current sales. I can't start the waiting process for a new order after I have lost almost a month and I have to stress on whether I have spent $8000+ dollars on something I may never get! This is a violation of all kinds of consumer laws. Completely unacceptable service for a large financial purchase. ZERO STARS! DO NOT ORDER FROM THIS COMPANY. They are a large organization and they are capable of better. We need to make them do better or they don't deserve to do business.

I placed a large furniture order in November. The website said most items will be ready for delivery in December. It is now the end of February and I still have not received a single item from them. Today I had my delivery scheduled for a 2 hour time slot. No one came and no one called me to let me know they were not coming. After calling them multiple times they told me my order was designed “non delivery” but they could not give me a reason why.

We ordered furniture on 11/13/2023. Many delays in expected delivery. Calls from various parts of the country with only partial pieces (eg couch but unaware of the accompanying chairs). Told contradictory info by different service reps (eg it’s all in Tennessee! Or on its way to VA Beach!) Reality: no one seems to have any idea where it is and est delivery has been moved to 3/12. From original late January estimate! Go elsewhere!!

I ordered a nightstand and chair on January 3rd. The nightstand was ready to be delivered, but my order "didn't qualify for a split delivery." In other words, they did not want to make two trips to my house. On Feb 22nd, I got an email that the chair was delayed another until April 11th. I reached out to customer service and they would not cancel the order or deliver the nightstand ahead of the chair. I regret ordering from West Elm and I'll never do it again.

I placed an order for a Hamilton Sofa in January. No one at West Elm can give me a date it will arrive, though it is several months out. According to the website it says "preparing to ship" with an estimate date of July or August. It turns out this is too late. When I placed the order with West Elm, they charged my credit card, and I am paying interest on an item I am not in possession of. Also West Elm escalation dept. says there is no way they can communicate with the vendor. This in itself is a problem. I need someone who is able to reach the vendor and cancel this order. Thank you. Connie

Placed online order for a couch on Dec 17. Realized the order was for right color but wrong material. Went to a store to see the swatch since it was not orderable hoping it wouldn’t be too different. It was completely different. (Pearl grey in basketweave vs distressed velvet) and asked for help. Was told that stores can’t help since I placed the order online. Went to a second store since the first store manager was not helpful. Same thing. So I called the online support number and after several escalations reached a person who confirmed that production hadn’t started so she placed a change or cancel order. She advised it would take 7 business days to receive a response (which is shocking .. what are they using? A horse to deliver messages?).

The quality of their products are usually pretty good, but don't expect to get the item when they originally tell you. Could take weeks or months longer, and you really have no control over that. Once an item is shipped (although they can't provide you a tracking number where you can see where it is) they can't refund, but they can change the delivery date months out as they need, and just tell you to be patient.

I had ordered 4 chairs for my dining room. One chair completely broke, the wood cracked and the back broke right off the seat. Customer service would not replace since in was past 30 days. Horrible customer service.

West Elm does not stand by their furniture or fabric quality, do not trust the durability claims of high traffic or 100,000 rub performance fabric. After 2 months of communicating with their quality department, the supervisor I was speaking to went silent. My last email in January of 2024 simply asked if there had been an update as 2 weeks previous they had said to expect a resolution that day. I've heard nothing from West Elm since 12/29/23. Leaving bad reviews is not my first choice, nor is acting like a jerk. Their denial of anything wrong with clearly poor quality fabric has led me to regret every purchase I've made both personally and professionally over the past decade. I will no longer recommend anything from either West Elm or their parent/sister companies to my clients or friends - I suggest you look elsewhere for quality fabric or furniture.

I order a piece of furniture in December 2023. As of mid-February I have not received it nor have I had a single update from WE that I did not have to initiate. The delivery date had been changed so many times I have lost track. I have been told about 25 different stories about where it is and when it is coming and have never received any legit information. Now I am trying to cancel order and am told I have to wait until it is delivered to cancel! But delivery might still be 4-6 weeks away. No one knows anything. BUT, WE has been able to charge me and keep my money. NEVER EVER AGAIN.

I ordered curtains on their website, they claim it's a custom order even though you have to select from predefined sizes and then say it will take an estimated 2 months for it to arrive. When that date comes and you ask them where are my curtains they tell you they will ship in 24 to 48 hours, nothing... You check the website and now it is delayed another month. You ask for a refund and the say no because it's a custom order and the delivery date is an estimate. An estimate is supposed to be someone what accurate but to West Elm, and estimate can be 6 month or 1 year or 5 years apparently. Plenty of bad reviews on social media where ordering a product from them is a hassle with delivery dates constantly changing and ppl waiting 1 year or more. Seems like this is their business model to keep them afloat keeping your money interest free and not delivery the product you purchased.

We purchased a king sized Ida Woven Bed for our new home in March of 2022. About one month ago we noticed that the center of the bed was sagging, we looked underneath and the center support leg was off and the one immediately behind it was on a slant. We temporally fixed it with a stack of books. The legs are unrepairable as where it attaches to the frame has cracked and broken off…we need a new legs. I got in touch with West Elm for replacement legs, and was told by the rep that while she can see that there is a replacement leg SKU I am unable to purchase them nor can they send me the replacements, because the purchase is greater than one year.

Thank you for working with me to resolve the issue and taking time to make things right.

Purchased two sofas at the store. Both on clearance so was told that we wouldn’t get a refund to credit card but would rather get a credit if we decided to return. Was also told that leather sofa wouldn’t be ready until February but not to worry about other one as it will arrive by December. We got rid of our family room sofa. After a few days we got notice that both sofas will be delivered together so I called and let them know what we were originally told and they said not to worry that once the first sofa arrived at delivery center they wouldn’t hold it up for the other one. That was a lie and out of frustration I called to say if I didn’t get sofas this week I would return them for a credit and they told me that the leather one is not returnable. Another lie. So we’ve been with folding chairs for 2 months and nothing but lies. I’ve been calling delivery center multiple times. We’ve made many purchases before but never again. Thought the price point would be worth the customer experience but just one disappointment after the other.

On November 27, I ordered a desk that was "backordered". I followed up on January 2 and was told the desk shipped from the New Jersey Distribution Center and to allow 7-10 days to clear at customs. I was advised I would be contacted for White Glove delivery. Today is February 13 and I asked where my order is. West Elm customer service responded promptly that the order was updated to "delivered" in their records and that I should inquire with the delivery company. I haven't been contacted by a delivery company.

I am compelled to share my deeply troubling experience with West Elm, a company that has shown an utter disregard for customer satisfaction and quality service. This is not just a tale of delayed deliveries and poor product quality; it’s a glaring example of a company-wide apathy that seems to permeate every level of the organization, right up to the executive leadership. In November, I ordered a banquet set, expecting delivery by late January. In a display of gross mismanagement, this delivery was postponed to April at the last minute, without any reasonable explanation. When I sought clarity from customer service, my calls were not just ignored but abruptly cut off, a clear sign of disrespect towards customers. Furthermore, my order of a Leroy couch, due in March, was similarly delayed to April, again with no justification provided. This pattern of unannounced, inexplicable delays suggests a serious lack of organizational integrity and efficiency at West Elm.

Was looking forward to this lovely addition to my office. Less than a year after it was delivered, it completely fell apart. It seems like the collage portion itself is just held together with double sided tape, and it slowly lost its adhesive quality after only 8 months. This wasn't exposed to sunlight, extreme temperatures, or moved around. Because the back of the frame is sealed, I can't fix it myself without ruining the frame. Seems like a cheaply made item that doesn't stand the test of time. I reached out to West Elm, shared photos, and requested a replacement - but was told that because it was beyond the 30 day return window nothing could be done. Was told to take it to an art shop to fix. I understand it's beyond the store return policy - but discourage people from spending their money (with delivery/shipping fees) on this. Hope this helps!

I lost a husband after a long battle with cancer, and I hardly came up with courage in November 2023 to buy new furniture. I had to change a bed and sofa and purchase a new bookcase so the ambiance wouldn't remind me of his agony while at home. I wish I read similar reviews before. I hope I didn't sell my old furniture before the new one arrived, but I did. I'm already living a hard life, but this is an additional thing I don't need. I cannot cancel since my new furniture is in transit, and the estimated day keeps moving constantly. It's been months.

I have been a loyal customer of West Elm for several years, investing a considerable amount of money in purchasing home furnishings from the company. Among my purchases was the Hieroglyph Wool Rug, costing $1000, which I acquired in April 2022 with high expectations of quality and longevity. Initially, the rug lived up to my expectations, however, my satisfaction has been overshadowed by a significant issue with the rug's pattern. Over time, I've observed that the pattern on the rug has begun to fade, particularly along the rim, to the point where it's almost entirely gone in some spots. This degradation in the rug's appearance is disappointing, especially considering the significant investment I made in purchasing it.

Since September 6, 2023, I have been trapped in a cycle of frustration and disappointment, waiting for the Oval Plinth 79” Dining Table in Matte Black, which I was led to believe would be the centerpiece of my dining room. The estimated delivery date has been a moving target, shifting from October 15 to November 2, and yet, the table remains a phantom item.

Worst customer service. Was guaranteed a bed delivery twice and nothing arrived either day, no call or anything. No regard for your time spent calling asking for where it is. Horrible. Will never buy for them again unless I want to do their job for them.

I ordered a couple of items back in October including the 65-Inch Portside Loveseat, which anticipated delivery in late November. After about 7 customer service calls, about half of the individuals said it was out of stock and the other half told me it was in stock and mine is being delivered shortly. I asked to speak to a supervisor recently, to which the customer service rep relayed that the supervisor "didn't want to speak with me" and told the rep to get me to "just buy another item instead".

We just ordered over $20,000 worth of new furniture, bedding and accessories at West Elm during the month of January to furnish an empty apartment. We worked with a wonderful designer at the Hoboken NJ store and felt confident that we were making good choices. I have always been pleased with Williams Sonoma and Pottery Barn so we figured what could go wrong.

We were forced to have “white glove” delivery. We could not pick it up at the store. Because we are outside of the GTA, the cost was over $300 for delivery and set up and it arrived with a broken shelf. Customer service people were based in the U.S. and were not particularly friendly on the phone.

I purchased a concrete dining table, 6 dining chairs, a buffet table, a dining room ceiling light fixture. I spent thousands of dollars. The table had to be replaced and it was after many phone calls and emails. But the bottom of the brass legs on the chairs have these small little black plastic pegs which keep falling out. Without the pegs, the metal scratches my wooden floors. 3 out of my 6 chairs have at least 1 if not 2 which have come out. I have emailed without any responses. I have called 3 times in the last 6 months and each time I am transferred to different departments. Ultimately I speak to someone in Parts and I again describe what I need. They supposedly put an order in for me (over and over again this happens) and they tell me that they will email me with the order number and shipping information. Nothing ever happens.

I ordered a bed in September 2023 with an expected delivery date of early to mid-November 2023. Delivery was postponed a couple times prior to the delivery company scheduling our delivery for Dec. 30, 2023. The delivery company has you remove the bed before they come - normally not an issue. They started assembling the bed then proceeded to disassemble the bed stating they did not have the hardware they needed and someone would call us on Tue since Mon was a holiday (New Years Day). No one called. I called the delivery company and West Elm. Neither of which could provide details.

I ordered the flatware on 1.20.24. I was given a delivery time of 1.25-29.24. Called 1.29.24 for status. Order not processed. Key rewards not valid. No one called or emailed to inform. I’m here waiting and it was never coming. I’m beyond frustrated. Why is everything a long process to ship. I bought a lot of furniture and I’m still dealing with that. UGH. I'M SO DONE WITH THIS COMPANY!

I have experienced the worst customer service ever! I ordered a dresser, and when it arrived, there’s a scratch on the top of the dresser, so they took it back and promised to give an update to me in 24 - 48 hours. But I haven’t got any feedback from either West Elm and the delivery team. Then I had to reach out the customer service multiple times, but no one could help me out. One of the agent just repeat they need to check if the scratch can be repaired, it’s their policy. Another agent just repeat, "You have to wait," with bad attitude. The worst thing is when I called the delivery team the phone number I have, he just hanged up my call during the conversation! It’s so terrible! I think that’s the reason west elm just have 1 star in the review page. If the user would be allowed to give 0 star, I would do that!

Having spent a considerable amount on furnishings with West Elm recently, our experience has been very disappointing and serves as a warning to others. We placed an order via phone for multiple items with a local store representative. Upon realizing that one item would not fit our home, we called West Elm (WSGC) to request cancellation. Three different representatives on separate dates, provided assurances that the item would be canceled and refunded.

Purchased a table and chairs which I am happy with. Quality is nice but I am Not happy with the cost and type of delivery service. I spent $1796 on chairs and your choices for delivery are $159 for them to drop off on your front door step or $259 for a white glove service where they will assemble the chairs. Unfortunately, we found a table and chairs there we like. They do not honor veterans' or military by offering a discount. Bottom line, if you see something you like, you will pay dearly in product and delivery.

It has been almost two years since we placed our original order. After countless phone calls (I honestly lost count... 30, 40 or 50), we had to cancel and reorder because they couldn't find what part went where. The calls would either get disconnected and nobody would call back or they would promise to call us in a few days with a "solution" and nobody would do so. They even promised us a discount for the inconvenience and sent us "gift" cards that turned out to be empty and we could not use anywhere (online or in store). An absolute nightmare!

Purchased a $6,000 sofa during covid from the Walt Whitman store. It took a long time to finally receive it. I guess I could understand given the situation with the supply chain. The sofa itself looked nice but it was, and is, extremely uncomfortable. When you sit on it you are directly on top of the wood frame. The frame is not cushioned and the cushions were flimsy.

We ordered a king size Freya Flange storage bed costing us upwards of $4000. Upon arrival (which was delayed) the footboard was missing and the bed slats were wrong. Customer service has be horrendous. I have had to call multiple times and no one knows anything. This is extremely frustrating. They still can not find the footboard therefore our mattress is on the floor. West Elm, I will never be buying anything again from you. I will be telling everyone I can to never buy from West Elm.

Today they agreed to cancel, minus the shipping costs of 300+ dollars. The total cost was 5200$. I agreed so that I can buy the furniture from a serious business and have meals on a dining table! Guys do yourselves a favour never order from West Elm!

Having purchased two West Elm couches previously and been very satisfied with each, I purchased a made-to-order Haven sleeper-sofa direct from the West Elm website, which was delivered to my apartment in January 2024. I was specifically looking for a soft couch, and noted that this was ranked 2 of 5 on their softness scale (1 being softest, AND 5 firmest). I tested the Haven out at two different store locations (Paramus and Lincoln Square) and was quite pleased with the feel. But when the couch arrived, the moment I sat on it, I realized something was very wrong. The cushions were bulging and it felt like a rock, so hard that no amount of "breaking in" was going to correct it. (I brought them to the Paramus store and the experienced sales people agreed, and added that they seemed defective because the cushions shouldn't bulge).

This is the second time I am dealing with West Elm. First time the delivery was postponed twice over 5 months waiting… Totally unacceptable!!! But the worst once they told me they will do the delivery the delivery came incomplete. Was only partial. I had to call. They told me within a week the missing coach will arrive. The day before the delivery they sent an email saying the new delivery date is in two months approx. Just a joke!! I asked them to pick whatever they delivered and return my money. I thought maybe was error someone may made a mistake inside whatever. I was upset but I let it pass.

I ordered the 8x10' Kendrick rug on October 8, along with 3-year warranty and rug pad, with an expected delivery window of October 14, per the West Elm website. I was intentional in selecting a rug that was "in stock". Here we are, January 21, and I still have no rug, and West Elm Customer Service has zero visibility into where it is. One rep informed me that it is shipped from overseas, and in transit in the middle of the ocean. And 'since it's in transit', I cannot cancel it until it arrives at the warehouse, and I receive a call for delivery. At that point I 'can cancel; however, I will still be liable for the shipping fees'. I told them the website still shows the item is "in stock". Nowhere on the website does it indicate the rug being shipped from overseas

I ordered bunch of lighting fixtures for our commercial project through the B2B program. Some of the pieces came, some came broken, and some never arrived. It's been over 2 months I'm trying to get a resolution and every time it's the same story, the package was lost, it's being held at the hub, it's out for delivery, it was cancelled, etc. This experience has been nothing but a nightmare and I will NEVER order from here again. Also, I ended up cancelling one of the items that never came and they told me they mailed me a refund check. I called back weekly and they said to keep waiting. the last time I called they told me it was never sent out. At this point, I will probably take legal action for the money lost. I am unable to rent out my units because there are no light fixtures or half of the pieces aren't there.

Ordered bed in November. The bed was suppose to arrive in January. Moved twice now to March 2024. Going on 17 weeks. West Elm will not offer a refund to cancel. I’m told the product isn’t even in production yet. Mattress has been on the floor since November. DO NOT order from west Elm if you need your furniture in a reasonable time frame!! I did not heed this warning from other customers and now paying the price!

I would give zero stars if that was an option. I bought a new bed at West Elm at the beginning of October 2023. I paid the full balance with assurance that my bed is coming in four weeks. That seemed already long for a middle tear furniture company but I checked with the salesperson that this is delivered before Christmas. It is the end of January and I still don't have the bed. I spent hours on the phone and at the end asked for a full refund but was told that this is not possible. I will choose other brand next time.

I wish I had started here—it would have saved me hours of frustration with nothing to show for my time and efforts. My in stock table with a delivery date was suddenly out of stock—but I only find this out when I waited all day to receive a delivery window and went back to the store where they told me that it was now back ordered. There was a typo in my email and that is why I did receive the notice—although I was expecting a text. The email corrected, I was told I would get the original email but it never came and I was told to call if I had questions don’t drive all the way in.

Do not waste your time or money. Go purchase your home decor and furniture from somewhere (anywhere!) else. West Elm quality is trash and their customer service is even worse. Extremely disappointed!!

Spent the most money of 2023 with this company to outfit my new home. Between back ordered items, Not getting a bed I paid almost $2000 for and having to call customer service 20-30 times over 6 months- and being out of both bed and 2000- I will NEVER shop with this company again. West Elm- hire people to fix your customer service experience (agents should be able to email customers, customers should be able to speak to same agents when calling additional times instead of explaining extremely complex situations to new agents every time one calls). Waste of time and money. If this company doesn't improve it won't be around long.

Have purchased a ton of stuff from West Elm in the past and recently purchased some dining chairs at a West Elm store in Chicago. I told the salesperson that I was confused about the color options as there were many online. She showed me some and we picked one I liked. She let me know that it would be a few months before the product would ship. She took my credit card and charged me and that was it.

Where do I begin? For 4200$ I have in my brand new home, two pieces of Furniture that the Brady Bunch would have potentially considered. They are hideous, they are not the correct color, they are merely 2x3s glued and pin nailed together. Then Helen Keller herself wrapped this furniture with felt. After that, I’m almost certain West Elm went to death row and asked Jeffrey Dahmer and Charles Manson what they thought would improve this overpriced dumpster fire of a couch set might need to help sales. So naturally West Elm decided to find the only geese in this hemisphere that have 8 pointy ends to their feathers, and UNDER-filled my felt wrapped structures herein referred to as “couches”. They hold stains better than any motel carpet you have seen on Forensic Files, my loved ones have all received traumatic injuries from the corners of the couches given they very well may in fact be sharpened to a point, (that probably cost us extra).

On April 2023, made a purchase order for two beds - a queen size and a king size. They said the beds will arrive within 3 months. In September, 5 months after the order, the shipping came with only one bed instead of two, and the one that did arrive was missing a part. I spent the next additional 3 months trying to receive the second bed (which we were charged $3000 for in advance) and the missing piece for the first bed. All in all it took them 9 months to fulfill, half! of our order although thousands of dollars for the entire order was of coursed paid in advance.

Water leaked from a Christmas flower arrangement onto a marble dining table and damaged the surface. It was not stained, which I wouldn't mind, the actual surface got abraded and peeled. When I called West Elm, they provided no help whatsoever. They blamed me, and would neither replace the item or even provide guidance about whether I could reseal it myself and if so, with what product. They told me to try looking at YouTube for answers. That was a deeply unsatisfying answer on a more than $10K order. Buyer beware: the marble used by West Elm is poor quality and if it gets damaged, you will get no help from the company. I won't shop there again.

I bought a TV stand and I waited 3 months for it to be delivered. White glove delivery was my only option for delivery. The stand finally came but it ends up being slightly damaged and while I moved the stand slightly, a screw fell out. And so while I was tightening all the screws myself, I found 7 missing screws! Customer service was really helpful but now I have to wait another 3 months for a replacement. I would expect when I have to pay so much money for white glove delivery, that the delivered product would be seamless.

Ordered a side table from them at 9:04am… had to cancel because I accidentally ordered the wrong table. Called back 40 minutes later. Clearly within my 24 hrs and was told that not all orders can be cancelled within 24 hrs since the order is now in fulfillment. Took 25 minutes on hold to get a lead supervisor to finally cancel the order and fulfill the promise that they supposedly preach to you when you contact them after the 24 hours. This corporation has literally sunk down to absolutely nothing, so sad! Will think long and hard before ordering anything from them again that I can’t just carry back into the store and return myself.

In September of 2023, I bought the Set Penn Chair + Ottoman Poly Modern Chenille Slate. They said it would come in November. Chair never showed up, no one ever contacted me to tell me. I called and they said it was back-ordered until January 2024. It was December now so I figured I’d wait. Day before chair is to be delivered they call and say the Ottoman is back-ordered. I told them not to deliver the chair until the full set is ready. Next day chair shows up and they drop it off. I call, and they say the Ottoman will be here in a week. I wait, Day of the delivery, they cancel it. No call, no nothing.

I tried to cancel an order that I had placed and had not yet received. In order to cancel the order, I was told they would not refund the shipping fees and taxes of over $300….For an order I had never received. The customer support team was condescending and unhelpful. I will never be shopping with West Elm again and highly recommend others take their business elsewhere.

I purchased a harmony 2 piece chaise sectional couch and experienced non-stop issues for 6+ months and only very recently had it fully refunded through a mix of store credit and money back. It took talking to about 20+ different representatives during that period of time reexplaining myself over and over regarding various problems to finally get somewhat of a resolution. Some of the process and issues:

I purchased a set of Huron Lounge chairs online through West Elm on April 8th, 2023. The original receipt shows a ship date between April 15 to April 29th. West Elm charged my card immediately instead of waiting until the product was shipped. In retrospect, this was the first red flag that something wasn't right. April 29th came and went, with zero communication from West Elm. Checking my order on the website showed a new ship window, early to mid May. I called customer service to ask what was going on, and was assured the new ship date would be met.

I would highly recommend not purchasing their furniture as it’s not good quality and definitely not worth the price point. I purchased multiple homes including a gold/brass accent table, coffee table, bed, and end table. After two years the brass completely wore off and became discolored despite following care instructions. My dresser drawer stopped closing and the bed bracket broke off. I spoke the West Elm store manager where I bought the items and customer service and everyone dismissed my concerns and said I was past the 30-day mark. I wasn’t offered any type of credit or a solution for the issue.

I placed an order on Nov. 2022, I bought 3 items:

The complete lack of even an attempt to resolve our situation is so appalling after spending multiple thousands of dollars there in the last 2 months. We have an order with two items in it. One was supposed to be here between 11/27 - 12/9, the other 1/15-1/29. The first item is already a month late, but it is SITTING, WAITING at the loading dock due to the second item. And the second item is now delayed until March. We asked how we can split this order and just deliver the one item that has already over a month late, and fully built and ready sitting 20 miles away from us. The response was, "It's just not what we do, that's not how our company works." I even offered to go pick it up, and I was told it's a liability issue. They then said it would be too expensive to split the order, so I said I will pay for a second delivery fee, there has got to be a way to pick up my ready item that is right up the street, instead of waiting another 2-3 months without a kitchen table!

West Elm responded quickly to this review and has offered to replace the damaged dresser.

I purchased a set of sheets in November, (intended as a Christmas present). Fast forward to January and I have not received this item and do not have an ETA, also the three people I spoke to over the phone have given me three different responses, so I am not sure how long delivery should take for a basic, in stock item. How does such a large company have such poor customer service?

Like every other reviewer before, we purchased a sectional at our local store on November 6, being told that the item was available for delivery by end of November. Through a series of errors on their part having to do with payment processing, the date changed to Dec 21. Since then, numerous calls have been placed when items never seem to get to the hub, and item delivery now pushed back to end of January.

I ordered a sofa on November 12th. The tracking showed both pieces delivered to the center on December 19 and I was sent a schedule shipment communication and scheduled for December 23rd. I was extremely happy that it would arrive before Christmas. On December 22nd I received an email and a call that there was an issue, and one piece of my sofa did not arrive. I called back and emailed back to confirm as again both pieces arrived December 19th to the warehouse as I could see from the tracking. When I brought this the attention of your representative, I was told it was on the truck and probably had not been unloaded and everyone went home for the holiday. I was also told that you would perform 3-day dock search and someone would be in touch, again that was December 22nd. Today is January 2nd and now it shows delivered a second time on December 27th to the same warehouse and still no call or follow up in any way.

The absolute worst company I’ve ever dealt with. I ordered a bed in January of 2022. I had to contact them multiple times as it was supposed to be delivered in the spring. After being on them for months, they finally figured out that a piece was missing. They finally delivered the bed in September. The piece that was supposedly missing is completely broken. They told me not to sign anything and that West Elm would contact me to fix the problem. They never contacted me. I have been contacting them every two weeks for four months now to fix my bed. They keep giving me the runaround and they are not providing any solutions. I paid for this bed a year ago and I still don’t have a proper working bed. I’m at a loss on how to handle this problem. If they cannot fix the bed, they should send me a brand new one, but refuse to do so and they are refusing to help me fix this problem. I will never order from this horrible company ever again. I feel scammed.

I ordered the customized West Elm enzo electric sectional couch for around 5k about 2.5 years ago. Within the first year one of the three pieces' motor stopped working, then 2 months later the same thing happened to a different section. West elm offered to replace each section, but they were backordered for 6 months. I asked west elm if we could just return the couch, but they wanted to try and replace the sections first. We had to deal with a dysfunctional couch for 6 months, where 2 out of 3 sections would not recline, and one was actually stuck in a halfway recline position. Not only was it unsightly, but uncomfortable as well. Less than a year after replacing the 2 sections, one of the new sections has stopped working again. West elm still refuses to accept a return after saying they wanted to try and replace first and is only allowing another replacement. I have almost had a non working couch longer than I have had a working one.

Someone reached out to me and gave me credit so I guess that's better than nothing. I still, however, think they need to work on their customer service.

I originally ordered the 8 Hargrove dining chairs in Sept 2023. When my order was placed the original expected delivery date was Nov 2023. My order continues to be delayed without explanation and now the anticipated delivery date is Feb 2024. West Elm says there's nothing they can do apart from "emailing" a vendor who has yet to respond to previous requests to cancel my order. They can't provide me with a name or phone number so I can contact the vendor myself to try and resolve the problem. In addition to the dining chairs, I purchased two arm chairs in a "ready to ship" leather. Because of the flat rate shipping they refuse to ship the rest of my order to me. West Elm hasn't offered any type or remedy or accommodation for the lack of customer service. As nice as these chairs may look online or in a store I would not recommend purchasing them.

Ongoing bad experience with no resolution in sight. We purchased furniture from West Elm, furnishing our entire home. Firstly, there was a significant delay in receiving our furniture. Second, the delivery process was a nightmare. The delivery personnel lacked professionalism and damaged our walls and hardwood flooring. Very little care was taken during assembly of larger furniture with banging and hammering. This was supposed to be “white glove” delivery, however, at the end, we were left with scrapes on our walls, a hole in the stairwell ceiling and scrapes and chips in our brand new hardwood flooring.

Appreciate the response. It took 4 attempts to get anyone to assist with the cancellation.

I really wanted to like this couch. The bat cushions are shorter than the model and they're not as supportive. I've had to purchase pillows to stuff them with. Also the seat cushion is hard. It's comfortable for me be 20 minutes. It hurts my bones. The Ottoman does not open so it's a bit of a wasted space. I suggest to pass on this. When I called to see about replacements they said they could not help me. I was also told this was non-refundable as you had to order it online.

We ordered a $5000+ sleeper sofa on the 6th November and were given a delivery window of 16-30 December. Having called West Elm customer service on the 15th December to check on delivery, we were told the order had not actually been processed so would have to be put through the system from scratch. We then received a further call on the 19th December to say the order had been released in the system and we would receive a call the next day to understand an expedited delivery time. Nobody called.

The return fees for online purchases are discouraging. Not worth purchasing online when there are same or higher quality stores with a free return policy if you are not satisfied, which is logical because there might not be a store near you to assess the quality or craftsmanship of the item. Stores do not accept online returns, either. I’ll never purchase anything online from West Elm. If there’s not a store near you, I discourage anyone to purchase online from West Elm.

I placed an order on November 28th and was expecting to receive the sectional between Jan 6th to 20th. Without any notification they changed the delivery day to Jan 18th to Feb 7th. When I called the customer service the guy was easily telling me to cancel the order if I'm not happy. I bought this during Black Friday deals and missed all other options and deals I had and now he's sitting there telling me to cancel my order. I'm truly disappointed and tbh I'm so concerned this get delayed 4-5 more times reading all these reviews. When you read their policy they don't accept any liability at all. I planned to buy my other furnitures from there but they helped me to not do the mistake again. This is the worst customer service experience I had.

I made a purchase for a crib in November, 2023. The original delivery date was early March. When I spoke to business to business customer service they said I was scheduled for delivery in December 2023. With a baby on the way I explained how important this was. The delivery date has now changed almost daily with the latest being April 2024. I have called the customer service business to business many times only to find that they can only relay the same information that I can see online which is that the expected date of delivery is constantly changing. I'd love to speak to someone that can move my order along and provide more valuable information. I'm considering cancelling my order as I'm not sure how a company can be so disorganized and clueless.

I ordered a modular desk and console before Thanksgiving expecting to give as Christmas gift to a family member. Desk and part of the Console reached the delivery center on Dec 6. I noticed the status was not changing on December 16 and called the customer service. The response I got was that until they get one missing part of console they can’t deliver even the desk. I requested to process a split delivery so I can at least get the desk for Christmas. My request was rejected, they made no effort to track the missing part and conveniently changed the shipping date to January.

UPDATE: Increasing my review from one starts to two stars. With the help of Julie, we were able to resolve the situation roughly four weeks after posting our review. Without Julie I'm not sure this would have been resolved, to be honest. If I could, I would give Julie 5 stars, as she's the one bright spot in this whole experience.

The company did offer us a makegood, but it was about half of what we requested, so only raising the total company review to 2 stars. The product is great, and we really like it, but to wait 4 months to get a bed, only to have to post a review to this site and have the one effective person at the company escalate resolution and have to fight tooth and nail for any makegood demonstrates just how broken the order fulfillment infrastructure is for West Elm and how leadership of the company lacks or has a disregard for any accountability whatsoever.

West Elm designs very nice and stylish and generally high-quality merchandise, but they get the lowest grade possible for operations and customer service (Julie is the one exception here) as well as leadership ethics, which is the reason I won't be buying from them again.

What's really sad is that during this experience we seriously considered a $2,400 dresser for another room from West Elm, but opted to go with another brand I normally wouldn't buy from instead because I just don't trust them. So their constant mistakes and lack of true accountability cost them $2,400 in revenue in the short term and much more in the long term. If you own stock in Williams-Sonoma, consider that, and read the reviews that have been posted since I first posted mine.

We ordered $9.500 of furniture from this company in October 14. They give close delivery dates to entice you to buy the furniture (Granted some chairs had delivery dates in Jan-Feb '24 but we were OK getting these furnitures at that time). We only got $500 of the furniture by now with the rest of them, except one still "in transit to the delivery center" not even waiting for delivery.

WHITE GLOVE SERVICE should not be listed on every item! Dishonest and sneaky! You do not get what you pay for. The only option for shipping is WHITE GLOVE which shows a literal check mark: Here is the actual copy & paste:

We ordered an entertainment center and 3 bar stools late July with an Aug delivery. The stools were delayed and they couldn't deliver the E.C. due to being under the split delivery threshold by $15. The chairs were delayed 2 months. We had to cancel the order because they kept pushing the delivery out. Here we are in Dec the order has not been cancelled and no matter how many times we call. We need getting that the order is cancelled to wait 2 weeks. And the order is not cancelled but we got another email stating that the chairs are delayed again until Feb. A full 7 months from the original order. Terrible customer service. Will discourage anybody from doing business with West Elm.

I purchased the Harris Leather Power Recliner along with other living room furniture for my elderly mother. Despite months of anticipation, the items were shipped individually, and the recliner faced constant delays. West Elm repeatedly pushed back the delivery date, leaving us frustrated. After an 8-month wait, they suggested we cancel our order due to uncertainty about the delivery date. Disappointed, we canceled, only to discover that the recliner was back in stock.

I purchased two bookcases from West Elm on 11/27/23 as a Christmas gift for my partner. When I placed the order, the expectation was set that the bookcases would be delivered sometime between 12/5/23 - 12/19/23. This delivery window ends tomorrow, and I still have not received any scheduling notice from their third-party carrier in regard to this delivery. This morning I checked the order-tracking, and the window has now been extended to 1/8/2024 (which defeats the purpose of this purchase as it's a Christmas gift).

After filing a complaint here, a West Elm representative reached out and resolved my issue. I was able to receive my full refund. I hope that they improve their customer service so that others don't have to go through this lengthy process like I did.

PLEASE do not get mixed up with a furniture order from West Elm. It has been the most horrible purchase experience I have ever encountered. I place an order, in their San Diago store, for a sectional. Partial sections started coming in several months after they said it would. No one could tell me why or when to expect the rest for my fully paid sectional. Was told I am not able to cancel the order until it was fully delivered. Then, I could return it. It took so long to come in that they told me the extended the return or cancel policy. It came in with dirty pillows. I was told they would be replaced, they never were. This came after I sent them photos and documented the dirty spots. They said they would send an email with verbiage of replacing the pillows, the email never came.

I had the misfortune of purchasing two Midcentury Show Wood Leather Chairs, on sale, around Thanksgiving from West Elm. They were delivered after several weeks but both chairs had visible manufacturing and cosmetic defects. I did not accept the shipment and sent it back with the understanding that two replacement chairs would be shipped to me in the coming weeks. The delivery people promised that someone from West Elm would call me and give me the details and a new delivery date. No one got back to me. After waiting 48 hours I called West Elm customer service today and was surprised to find out that they had "canceled" my order without my consent and refunded the money for the chairs but not the $279 shipping.

I would not recommend anyone order from West Elm; this experience has been nothing shy of horrible. We bought over $5,000 of new furniture and decorations for our first home and even became card members because we were so excited about this store. Almost immediately our shipment was delayed by more than 4 weeks from the latest promise date. Our couch was delivered without the hardware meaning that our couch has been on the ground. Numerous calls have been made, all of which have ended with the line being “disconnected”, and nothing has been solved. We were promised a timely fix of this “white glove” delivery and all we have gotten is horrible attitude from employees or no responses. If we could cancel our order, we would but no one will even answer the phone. Don't make the same mistake we made and purchase anything from this store.