West Elm Reviews

West Elm sent me furniture that was returned and it was damaged. The reason I even know it was returned was because of the return slip from the previous order was still in the box. It was order number ** from customer ** and his return reference number **. No one even bothered to open the box to check and make sure it was ok before shipping in to me. Had they done that they would’ve seen the receipt.

I recently became a new West Elm customer with the intention to refurnish my living room. I researched products online first and then visited the West Elm store in Denver where I was very pleased with my experience in terms of quality of product and service. The decision to purchase a sofa was not easily made; it was over my budget but in the end, I decided the quality and unique design was worth the expense. There were some minor glitches between the order date and the delivery date. My attempts at understanding the problem went unresolved due to a lack of information and power to respond from customer service.

We ordered a custom couch from West Elm back in May. The couch arrived earlier than expected (arrived in early July) and we almost immediately noticed some quality issues. I have been calling SINCE JULY to get this resolved – every time I call, customer service has NO idea what I'm talking about, makes me explain the entire story again and still has yet to resolve anything. We've had the wrong replacement pieces delivered twice (once to the wrong address – our tenant's address) and as of today, there are no replacement cushions ordered or being delivered. Again, I've been calling about this since JULY and have called no fewer than 15 times. Worst customer service experience I've ever had. I regret spending $6k with this company and never will again. AVOID AT ALL COSTS.

Just like all the other reviews on this company, my order keeps showing delayed tracking times. We place the order on November 1st and the 'delivery window' changes every time I open the tracking information. It is now nearly a month overdue. When calling customer service they do nothing but read the tracking information to you and apologize. If our order doesn't come by the next window "Dec 4-6" we will cancel and look elsewhere. Don't plan on getting your items with the 'expected delivery' date shown when you give them your money! I used to love West Elm but are very dissatisfied with service on my recent orders.

West Elm Furniture has horrible customer service and billing practices! Ava from West Elm business-to-business support hung up on me today (11/29/2023) because I pointed out that I shouldn’t need to call West Elm 5 times to deal with their billing errors on order #**. Several months ago I discovered that West Elm charged my credit card for furniture that was never shipped or received. West Elm could not deliver the furniture as agreed because the furniture ordered was not in stock. At the time of our purchase, we were told by the West Elm Shops of Legacy store that all the items we selected were in stock with delivery in 3 weeks. We needed this furniture so we had to cancel the West Elm order. This was done months prior to the furniture even being in stock.

I paid nearly $100 for a Christmas tree collar that I loved and had searched for over a long period of time. I was careful to measure the base of my tree which was 21” diameter, and ordered this collar which is 23.7” diameter. When it came, it didn’t fit, which I discovered was because there is a ring on the inside that makes the fitted diameter much smaller than what they listed. I called service and they were easy to get a hold of at first but after 20 minutes on hold, they would only reimburse me 10% for the mistake. I told them I would need to get a new tree base for the collar to fit and it was because of their mistake, but that only got them to offer 15%. I noticed they don’t allow you to leave product reviews on their website, and I have not yet received even the small credit they promised me. Super disappointed because I used to love their merchandise!

The representative from West Elm has been extremely helpful and is going out of her way to address the issue. And because of her I am changing my rating. I have no issues with the quality and packaging of any of my orders from West Elm. In fact, I have been extremely happy with all of the furniture I have purchased.

I love West Elm products and design. However, buying or ordering from this store is a pain. I ordered a coffee table last month and it was delivered with scratches all over the table so I requested a replacement. After the table was returned in one week they sent me the same damaged table again instead of a new one. I was so upset and requested a return and a refund. However, after 10 days from requesting the refund I called again because I have not received a refund yet. And apparently they missed to process the refund! I was like Waww. I am now still waiting for the refund. But I will never buy from this store again, the time and energy I wasted to solve this issue was insane.

I had an extremely frustrating experience with West Elm. Despite clear arrangements for a signature-required delivery, my order was unexpectedly delivered early and left unattended, a direct contradiction to the commitments made by their customer service. This inconsistency in service, coupled with an apparent lack of accountability and inability to honor promises, was highly disappointing. I strongly advise caution when considering purchases from West Elm, as my experience involved lost money, wasted time, and ultimately, no resolution.

Don’t order furniture from West Elm. I’m going to assume everyone reading this has already ordered a piece of furniture and have waited months for any sort of update, but if you are on the fence: don’t ever order from West Elm. People are waiting up to a year for their orders and there needs to be more transparency about the delays online. I was given a three-month wait time for a sectional I ordered in July, it’s now into the holidays and I don’t have my order or any idea if I ever will.

I ordered a coffee table which came well wrapped and on time and was beautiful, something I'd want to keep; however, there was damage to the edge that looks like it happened when the table was made. I called to see what they might do about it and sent pictures. After 30 minutes on the phone, the rep said they would send us a replacement top. Great! I thought. Great company. What arrived a week later was a bag of washers and a hex wrench. I tried to call again and was passed around through three different promotional calls--a $100 gift card from Walmart! A Med Alert promotion! No one helped me and one rep even gave me a new number to call which led me back to the Med Alert promotion. I tried to email. They no longer deal with emails. I can't seem to get another real person to help and the first customer service person obviously didn't do the right thing.

My husband fell in love with the Harris Recliner and we ordered one in saddle nut leather. It was delivered 2/22 and broken less than a year later. The motor makes noises and is reclines jerky. The bottom has cracked and leans forward. When I call for repair, West Elm does not repair their furniture or assist in getting it repaired. We have called several furniture repair companies in our area and all refuse to fix a West Elm recliner. We really regret wasting our money. If you see they don’t post reviews of their products- They do not back their products. I hope someone learns from our mistake and avoid buying furniture here.

Updated on 12/5/2023: After the terrible service we recieved, we had delivery set for furniture. Delivery was no show. Upon call were told delivery cancelled but no notification was made. Product ordered Oct 9th delivery date kept being moved out no notification for that either. Supervisor never followed up which was requested by me. This is by far the worst customer service I have experienced I would strongly advise against purchasing from this company. I am currently waiting to be refunded. No confirmation. Just their word so hopefully I don't have to chase that down as well.

I am beginning to believe this company is a complete fraud. I ordered a fireplace screen, cost under $240. Total bill is over $800. DUE TO SHIPPING! I didn't notice their exorbitant and confusing shipping fee so I had no choice but to proceed as I am someone who doesn't complain if I make a mistake. This $596 in shipping was to bring this screen to my home by mid October. Consistenly every week since, they just extend my delivery date. I'm now looking at Christmas and they are still unsure. Every query is met with: we're sorry, its on its way.

I ordered a side table online at the West Elm website on November 18, which the website indicated was offered at the Black Friday price. I would have waited until actual Black Friday but for the website labeling, which indicated that the sale price already was being offered. At checkout, the estimated delivery date was between November 24-28. I selected that option as I was going to be out of town through Thanksgiving. Lo and behold, the item was delivered on November 21, no signature required. I had to make arrangements to get somebody to come bring it into my garage so that it would not grow legs and walk off (as packages sometimes do in the city).

My furniture was to be delivered before Thanksgiving. I called two weeks ago for an update and no one called me back. Of course today, I find out the customer service did not put notes in my account. Today I find out it has been sitting in their warehouse and no one has called to schedule. Supposedly, I am very close to the warehouse and just wasn't a priority. I am furious that my items aren't being delivered by Thanksgiving as I was told they would be. Now they've scheduled me out to the 29th. DO NOT USE THIS COMPANY. I WISH I HAD READ THEIR REVIEWS BEFORE SPENDING $8K WITH THEM.

I received damaged towels, directly reached out to customer service to offer help (usually companies offer sending someone to take the return or tell you to keep/recycle the item). They processed return for me. This is all they can do after sending a damaged item.

I bought the Harmony XL 104" Sofa, Down Blend, Twill, Sand, Dark Walnut and my awful experience began the moment that purchase was made. My order was delayed for more than MONTHS after promised delivery window and not only that there was no refund because of it being a custom order. Customer service was awful and no one ever had any answers or were they ever able to help. When you buy a custom sofa for so much money, the least you’d expect is quality.. Well, that I can promise you won’t happen. My sofa looked like absolute garbage after only a few months of usage. Mind you, we are very clean people and avoided sitting on it with dark jeans that could cause potential stain. Anyways, now I’m embarrassed of having people over because of this awful couch that looks dirty because of lint that formed naturally on the material. It just looks strained and awful. Please think twice before spending your money with this company, your purchase will come with a lot of stress.

West Elm, while selling very attractive items, is not an easy company to deal with. I’ve ordered many items over the past 4 years and have had trouble with delivery, back orders, broken items, missing pieces, disinterested customer service representatives, and incorrect items. Today was the proverbial nail in the coffin. We purchased a chandelier last September and we’re just getting around to hanging it. Well, imagine our disappointment and surprise when we opened the box to find that all of the hardware was missing! I contacted West Elm and was basically told “oh well, too bad for you”. I now have a lovely 24” chandelier with no hardware. I’m done! There are plenty of other companies with equally lovely furnishings. Let the buyer beware. West Elm, get it together.

Recently ordered a couch, chair and sleeper sofa from West Elm. Everything was suppose to be in this month. Then the chair was delayed. Tried to call in with getting stuck on hold for and hour so decided to email. Wow lol. Every time they send an email it's another person replying. So you never get the same service rep for more than one email! So called in and sat on hold. Found out that if one part of my order is delayed they delay the whole order! My stuff that was supposed to be sitting in my living room in November is now slated to be here in March. Not even sure how a 4 month delay is possible. Don't order from West Elm ever!!!

Certainly, here's a revised review with the specific product mentioned: Title: Terrible Return Experience for Curtain Rod Rating: ★☆☆☆☆ (1 star). I recently had the unfortunate experience of dealing with West Elm's return process for a curtain rod, and it was nothing short of a nightmare. I recently purchased a curtain rod and it turned out to be of incredibly poor quality. The color looked nothing like the picture online.

I ordered an item that was sent through UPS. The item said it was delivered but it wasn't. I contacted West Elm and they said they weren't responsible and that I had to contact UPS. I stated that you sent it so like other stores I have shopped with, you need to figure out what happened with UPS. They said, "Not our problem." I tried filing a claim online with UPS and was told to call. I called and the data voice said I had to file online but I couldn't. It has been a three ring circus between UPS and West Elm. I would never, ever order from them online again.

I ordered the Anton 86” dining room table back at the beginning of October with the specific goal of getting it for our new home and to host Thanksgiving. It has stated the delivery is to be between November 4-18 (wide gap) and when checking my ordered it has no details. When I’ve called twice I’m being told the top is at their hub but the base hasn’t been dispatched? When I asked, "How is it possible that this table will be delivered by the 18th?" She said she wasn’t sure and couldn’t give me a reason and when I asked for a refund she said she spoke to her “leadership team” who stated I cannot get a refund because part of the order left the warehouse. I wish I read reviews on here about West Elm otherwise would have never ordered the table. I plan to file a claim with my credit card company disputing the purchase especially after the 18th when I know the delivery isn’t going to happen.

I ordered a dining table online from West Elm on Aug 29. The initial order showed a delivery of Sept 3. I understand delays so I waited until mid September to inquire as to when the table will arrive. I have never received even one communication beyond the confirmation email directly after the purchase. And now I have spent hours of my time calling your customer service phone #, using your chat on the website and even trying to get my local store to help. Every time I have reached out I have gotten a completely different response as to where my table is. Stories ranging from my table is lost & they will put a trace on it to the top is at the shipper but they don’t know where the base is and each time I am assured it’s all corrected yet it NEVER is. This is unacceptable!

I bought this mid-century swivel office chair which I absolutely love at first sight due to the comfortable aspect of it. In a little over a year, the swivel under the chair cracked in 3 different parts. The chair lost all its stability. I called 4 times their customer service and all 4 people provided me completely different directions. First and foremost they don’t stand behind the quality. Second, they don’t stock parts, not even for a $700 office chair.

While West Elm has very unique and excellent product, their customer service is absolutely pathetic. Received damaged product and the team was just not helpful to help resolve the issue. The return process for online products is very tedious as well.

Updated on 12/15/2023: We ordered a bed in August. The promise on the website was..."in stock ready to ship". Not true. Two months later they delivered a bed, but no headboard. I asked for a refund. They refused saying they will get us the headboard. Now, 4 months after ordering the bed, they delivered slats for the bed, which we already had, but again, no headboard. I have spent 15 calls and 10 hours trying to resolve the issue. The customer service center is honestly clueless about what is or isn't happening. No one has accepted responsibility or tried to fix the problem. No one has ever said, "I'm sorry for the inconvenience." This company should not be allowed to sell furniture. They have no system in place to fix issues, and honestly, the 2/3 of a bed that they delivered was poor quality for the $2,000 price.

I ordered my bed frame & headboard in August. It said I would receive it about the middle of October. Then received an email & it says delayed until early November. Still no bed frame with headboard. They’ve had my payment since September but I still have not received my order. Guess I should have read the reviews before I placed my order.

I purchased a light which never arrived and was lost en route. West Elm wouldn't send another but asked me to file a UPS complaint. UPS said that they lost it and refunded West Elm but it has been MONTHS and I have not seen a refund. I keep getting the run around, I have called their customer service numerous times and they transfer me to the charge back department and then the call gets dropped! Even my credit card company was willing to step in and help if West Elm didn't, but they have refused to settle this one way or the other. I lost the money for the item as well as many hours of my life where I could've been doing more useful things! Will never purchase from them again.

I've been dealing with West Elm customer service for over a month and it's been a nightmare. I ordered 6 light fixtures and when they showed up months later, I didn't like them in person and decided not to keep any. Each light fixture was shipped in two boxes, so we had a lot of boxes taking up significant space in our house. We had received 9 boxes of the 12 we expected (we were missing 3 light shades but received the hardware), so I called West Elm to get 12 return labels for the whole order. I returned the 9 boxes and planned to return the 3 additional boxes once they arrived.

I ordered a kitchen dining table from West Elm while on sale. After the payment went through, I was notified that the shipment would be in 2 parts. Never expected that! The table top arrived in 3 days, but not the legs. I have been promised 3 different dates by customer service but the order tracking is never updated. I am locked into this transaction with the delay in delivering and the poor customer service. If I knew while ordering this would be 2 shipments, I would have never done this. A company stands not only for its products but for its customer service. This speaks a lot about their suboptimal service. Never again! Besides apologizing…the customer service doesn’t care to provide an alternative. Horrible!

I ordered a chair from West Elm on March 11th of this year. Today is November 7th, so nearly 8 months of repeated (I've lost count) delays, the chair has yet to be delivered. I'd consider myself a rather patient and understanding person, and I've never left a scathing review for anything. However, it's apparent West Elm is incapable of running a functioning supply chain as well as a competent customer service department.

Ordered furniture that we were specifically assured was in stock and would be delivered in 2-3 weeks. They promptly charged me for the full order price. For 11 weeks the delivery dates kept extending with absolutely no notice to us. I had to inquire to get those updates, and each time was assured they would deliver in the next week. Even after multiple calls and chats they never delivered the furniture and continued to promise delivery in 2-3 weeks for those items to my zip code on their website.

Every single one of these reviews about backordered items, shipping delays, and poor customer service is completely true. Do not purchase from West Elm. (For a brief back story, I thrifted upholstered dining chairs that I had kept in storage for the last 2 years, waiting for the right opportunity to re-do my kitchen. I saved money for about 9 months to purchase a new dining table to go with my upholstered chairs. It was a dream to finally improve my kitchen like this, and was a treat for myself for my 30th birthday.)

I have a great complain about the rugs I ordered from them more than a year ago (order **). Two expensive rugs called “hand loomed shine rugs". It is written in description of these rugs that shedding is expected maximum for 3-6 months. I vacuum it 2 times a week as recommended (different directions, very thoroughly, etc.) for more than a year already. However, the shedding hasn't been reduced. At all. It sheds the same level as it was shedding a year ago when we bought it. No improvements at all. It sheds like crazy. These 2 rugs are in my daughter's room. She even developed the severe allergy because of these rugs that shed constantly. We finally removed it from her room, as it is low quality rug and it will never stop shedding. How comes that West Elm sells such low quality products. Seems thay do not have quality control department at all.

Wish I had read these reviews BEFORE making my online purchases. Visited their beautiful store in Marin---knew they were part of the Pottery Barn, Williams-Sonoma, multi-pronged retail furnishing stores---so we figured they were equal in other aspects too. Ordered a carpet for a post-fire rebuild in July 2023. West Elm DID advise us that it would be a three month wait. We decided to make the purchase and wait--the house wasn't totally finished. October came and went---the carpet "may" arrive mid November. We'll see.

Disappointed in the the Mid Century Console table. In 2020 I purchased the Mid Century bench, entryway mirror, and hooks. I fell in love with West Elm products that year. Fast-forward to last week, I decided to expand my West Elm furniture with the matching Mid Century Console table. I was first disappointed when it required assembly. The bench was delivered fully assembled with white glove service. The second disappointment was the difference in quality. The console table is obviously made with lower quality materials. The biggest difference and disappointment is the drawers. The drawers do not glide as indicated in the description and pictures online. The drawer hardware that is shown in the product pictures online (and on the bench) are not included on the console table. At this point we've already assembled it so I don't know what to do. I don't want to return it but I'm so disappointed in it.

Updated on 1/3/2024: This is my second complaint for the same reason. I filed a complaint with Consumer Affairs in November, as of Dec 20, 2023 I have not had a response from West Elm and no one at West Elm, their parent companies Pottery Barn and William Sonoma do not know who “Dragon (Julie C.)” is and who is the West Elm representative who responds to ALL complaints filed with Consumer Affairs. I’m out $2200 with no sofa after 6 Months. This is a chronic problem with West Elm as I’ve read through other reviews and complaints on this website.

ZERO STARS! They "pride" themselves on being considered a luxury brand. However, with a luxury brand, they should offer exceptional customer service. They don't! My order was placed on the 8th. Expected delivery was the 17th to the 21st. Then without notification, it was changed to between the 21st to the 4th of the following month. Absolutely no updates. However, I've reached out more than a handful of times with them telling me everything is on schedule. But it's been over 3 weeks and still nothing. I call again and get transferred back and forth wasting another hour on the phone with their reps speaking condescendingly to me.

Please just don't buy anything from West Elm!! I order an olive tree in May and have yet to receive it. My delivery date keeps getting pushed back. Customer service is NOT helpful and can't answer ANY of my questions. My order is literally two hours from my house, yet they can't seem to deliver it in a timely manner. I'm so outdone. The ladies I spoke with sounded like they were picked from off the streets to try and help me with my order.

West Elm canceled my order stating my address wasn’t correct. My address was correct and I confirmed that with them. They did not alert me to canceling my order and by the time I figured it out, the item I really wanted was no longer available. They did have the same item as a returned item that I was willing to purchase, but they refused to honor the amount of the original item price—the returned item was $200 more than brand new item I ordered. I was on the phone for over an hour trying to get this resolved and nothing. Absolutely awful service. Wish I had read these reviews prior to spending hours scouring their website for this item. Will take my business elsewhere.

I am deeply frustrated with the service provided by West Elm and felt compelled to share my experience on Consumer Affairs to alert others about the issues I have encountered. My ordeal began when I placed an order for a coffee table on the 9th of September. Since then, the service I have received has been nothing short of unacceptable. My primary concern is the consistent and inexcusable delays in delivering my coffee table. Despite my initial expectations of a reasonable delivery timeframe since the item was “in stock and ready to ship within a week”, I have experienced continuous postponements without any valid explanations.

Julie from West Elm was phenomenal in helping us resolve this. Really happy with our couch and we've ordered from West Elm since, although we may hesitate to order something this big and in this many pieces again.

My issue was not resolved here, but updating to resolved since it was taken care of separately by West Elm.

I’m generally very patient but they’ve frustrated me so much. I love so many of their pieces but have stayed away from buying from them because their customer service is the worst and they make false promises. We moved to a new house with 5 bedrooms and the whole place to furnish. I would have given them 5 times the business I already did. I placed order for 5 items and not even one has been delivered so far, despite them promising that they would by now. My patience has run out. They have already charged me. Please save your money and instead buy from another retailer who cares.

I completed an order at the beginning of OCT 2023. I was told that the majority of my order would be delivered between MID OCT-Early DEC. Which I found completely acceptable. I called West Elm customer service and was told that a few items were ready for delivery and to call and schedule the delivery. When I called, I was told that all the furniture was NOT available UNTIL DEC 30th - JAN 17th due to it all being backordered. This was not communicated the day that I ordered the furniture and would NOT have ordered knowing this. I find that being honest with the customer should be best policy. I would like to get this squared away within the time frame that was originally promised.

I ordered a bed and custom headboard from West Elm. After months of delays they finally scheduled delivery. When they showed up, they only had the headboard. Was told the frame won't be available for at another month. They offered no accommodation, other than to suggest I buy another bed and that once it was eventually delivered and paid for, then they would decide how they would compensate me for the inconvenience. I will never buy any product from any Pottery Barn / West Elm company again.

After talking with the customer service about the delay of my bed, I was left feeling hopeless, but then someone called the next day and miraculously my item went all the way to being delivered less than 5 days later. The delivery went smoothly and they made their two-hour window. The bed is just as expected. My son is finally not sleeping on the floor!

We were able to resolve this matter. After some back and forth the final 2 chairs of the dining set were made and sent to me. I also received 15% back on the order. I am happy with this outcome and am glad we were able to sort things out.

Just purchased an item for a new construction. The house area was made around the item purchased. 3 weeks later, the purchase's status was changed to backordered and set to deliver mid 2024 (originally October 2023). West Elm leadership is saying there is nothing they can do because they are not the suppliers. Basically, they are blaming their own 'trusted contractors' for selling something they cannot really materialize and telling me there is nothing that can be done. I am definitely questioning the process this company has in place to take care of the customers that still believe in them. From this angle, this is a simple move to boost up sales in paper as it seems very odd that they would sell items and not know how much production there is available to satisfy demand. I do not recommend this brand or any of its affiliates. I will not shop with them anymore.

I waited 5 months for this sofa to be delivered and I paid almost 3k. After a year the sofa still exudes a chemical smell even though I have performed some gentle ways to remove odors. So I decided to take off the covers and wash them, becuase that’s what people on YouTube do with this sofa. And the inner finishes were a disaster!! There were loose threads everywhere, and the filling feathers just sprayed out like the inserts were broken. I washed the covers and some just fell apart. Now I don’t have a sofa with cushions to sit on.

I’m so disgusted by West Elm's customer service. I ordered a vanity August 2022…before West Elm noted if things were backordered. It was rescheduled and pushed back many times. The vanity was delivered in June 2023 with a broken top. The next two tops were also broken. All in the same spot. With more than a month between each replacement when the item was in stock. I was told I could return the top for a refund. It has been an enormous waste of hours of my time just on the phone. I am getting the runaround and it feels like a scam. I honestly feel like this is purposeful. It’s $670 which is not insignificant. I will never shop with them, or their other companies again.

Been waiting two months for delivery. Finally have a date which has been pushed back 7 times and counting! Customer service is as useful as a chocolate teapot. Nobody can give me a solid answer that explains anything.

I purchased a 3 piece media console back by the beginning of July, which was "in stock and ready to ship". I emptied the room where the furniture is supposed to go, and only one of the pieces arrived on the original time frame provided at the time of purchase. The other two constantly change the estimated delivery date. I call twice every week and speak to representatives whose response is that "they understand, they apologize for the delay, and they don't know why it's taking so long". Even though they say they will get in contact with the warehouse, and someone should be contacting me providing a status update, no one calls, and when I call again, they say there are no notes on my file. Representatives do the bare minimum if they do anything at all, no one responds for my items, it's been 3 and a half months, I have all my stuff in the floor catching dust, and no answers whatsoever. Would not recommend.

We ordered our West Elm Urban Sofa at the beginning of July because family recommended it and we thought it was comfortable and looked great. At the store they told us mid September for delivery. I have never received an email update but our order has now been delayed for the 3rd time with no resolution in sight. I found out about the initial delay a few weeks ago and reached out to the customer service department to ask about it. They said my sofa was ready for delivery (surprise) and sent me to the distribution company. Distribution company said no actually your couch is in a city 4 hours away for some reason. We’ll work on getting it shipped here.

This is my first & last West Elm purchase. I ordered the Hayward 80" Media Console, Dry Wash on July 12. It had an estimated delivery date of 9/4- 9/18. On 9/18, they pushed the delivery date out to 9/18 - 10/6. Customer Service was very nice but not helpful at all. I have not received any communication from West Elm since initial purchase. They charged me immediately. The tracking shows it has been sitting at the 'Yard' in NJ since August 10 - TWO MONTHS it has been sitting in the distribution center. Will update review if I ever receive it. Very disappointed in process.

Ordered two sofas and a coffee table on September 9th. The provided tracking keeps extending the delivery window. Store associate has been unable to obtain an accurate ETA from customer service. No additional details are provided on where our shipment is.

I bought a coffee table and end table that I ended up returning. 5 months later I am still going back and forth with them weekly for the refund. They process, it doesn’t arrive, they reprocess a new way, it doesn’t arrive. They can’t seem to figure out how to even offer a store credit. It is clear to the staff it is due but when pushed to the higher ups it never gets resolved. Decent furniture, but if you have a problem you’re out of luck. I would shop some place else with better customer service.

It took almost year and three separate deliveries to complete my two-chair purchase. I took some blame when I relied on the person who took my original order that I wanted the same colors of my previous orders of the Portside dining set and two sofas. After 5 months when I checked on the status of the order, I found out that the colors were wrong and they actually canceled the order since they could not reach me for the new credit card number I since changed. I could not reorder them because these styles are no longer in production. I thought that was the end of it.

Terrible customer service. Expect them to string you along for a month or two when you place an order. Telling you it is being packaged, going to their delivery company, or should deliver next week. But then will cancel your order and tell you if you want it you have to reorder it and pay more.

The company did expedite delivery about 10 days after I filed this report. Once I reported them here, they were very fast to resolve the issue and the furniture is very nice - the delivery went smoothly.

I ordered a headboard 6 months ago. Never showed. Called 3 times asking where it was. Every time, I was told I would be contacted in a week or two for delivery. Finally found out they canceled my order 2 months ago and one told me. They never refunded my money. I'm told today they have refunded it... we'll see. So disappointed. I'll never order from West Elm again. What a joke.

I have no complaints about the quality of the table I purchased, BUT I have yet to receive it. We were given three different delivery dates and none of them came through. The table was returned to the warehouse for some reason and now we have to start from scratch again. My conversation with the agents was useless. I will never use this service or purchase anything from West Elm again. Be warned.

I will try to keep this brief though my current catastrophe with West Elm has been ongoing for over 6 months. I continue to wait for a replacement item to be delivered because the original item was delivered damage (which has happened to me several other times with West Elm). Meanwhile, they have charged me for the item and I have had to spend hours trying to find out when/if I will be receiving the item. No one has contacted me to update me or apologize for the inconvenience. There is no way of contacting anyone except customer service who must get the brunt of everyone’s frustration. My warning is to read these reviews before even looking at their website. I will never ever purchase another thing from West Elm.

I do not think I have dealt with more incompetent people or more a incompetent company ever. I order several pieces of large furniture which need to be delivered by their delivery team. The FIRST time, they showed up an hour early, dented the wall with the furniture and left. Why? Because it was too heavy for them. I found that surprising considering they were aware of the weight of the furniture before delivery. Or did the furniture change weight after I ordered it.... The second time, they showed up, claimed there wasn't any room to deliver the furniture (completely ridiculous) and left. The third time, they never showed up. Just informed me it was "cancelled" and that I would have to reschedule. Insane....

West Elm’s Chat Response Team Supervisor successfully resolved my issue.

I am absolutely disgusted with West Elm. The number of hours I have spent contacting customer service, calling, taking videos and sending pictures and being ignored is unacceptable. While the products look nice, the quality is horrible, instructions don’t match products, and good luck getting anyone to help. They’ll give you email addresses and never respond.

I ordered a stand a tray table and received the stand in a week. I am still waiting for the tray to arrive and I have been told it is still in the warehouse and has not yet shipped. I will have to wait another week for in home delivery of a tray. They have done nothing to help speed up the delivery. Customer service is nice and polite but will not help you. They refused to send me a new one, even though I have requested a new one and would return the extra item. Useless.

We purchased a floor lamp from West Elm, but unfortunately, they sent us a used one. Despite our two requests for a replacement, they continued to send us used lamps. In another unfortunate incident, we ordered a chandelier, and on the day it was supposed to be delivered, we received an email stating that they didn't have our billing address. We called to inquire why they waited until the day of delivery to request this information, but they couldn't provide a satisfactory answer. They only offered the option to cancel the order. Frustrated by this poor customer experience, we initially refused to proceed with the purchase. However, to our surprise, we later received a notification that our order was on its way.

Delivery times can be excessive. Depend on minimum 1 month wait. One furniture set took over two months from order date and we are still waiting for remainder of another order to arrive at soonest over three and a half months from order date. Most furniture is well finished and sturdy, regardless of country of origin. One cabinet delivered from same manufacturer of bedroom set and another living room cabinet arrived damaged and incredibly poorly assembled and arrived about a month after order. It was just garbage. Following several phone calls a replacement has been ordered and will arrive an additional month later. So, a two month plus wait for that piece.

My experience with West Elm has been nothing short of a disaster. I placed an order for a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. The wait alone was excruciating, but what followed was even worse. Upon delivery, I discovered a tear on the sofa, and West Elm agreed to exchange it. Months dragged on with no updates, and when I finally reached out for an explanation, I was told the sofa I ordered was no longer available – despite it still being offered online. How convenient!

My husband and I went to the store in Crystal Court. We looked online and we were interested in buying a couch. We were dressed nicely when we arrived. We walked in and could see three employees at the front desk, none took a moment to greet us. We walked through the store to see a few sales representatives, but we were ignored. We sat on a few couches, walked around the store smiling at anyone that would notice but they never did! After about 15 minutes, we left without being greeted or anyone even making eye contact. As we walked out of the store we noticed a Macy's furniture store so we decided to go in. We were greeted immediately and asked if we needed assistance. We were escorted around the showroom, found a lovely couch, picked our material and made the purchase. Even though I have purchased from West Elm before, we won't again. Such horrible customer service. It was like being in the Twilight Zone!

Buyer BEWARE! West Elm is the worst company on earth. I wonder if they are committing fraud by avoiding issuing refunds to customers. It appears that they want to frustrate you in hopes that you will walk away from your money. Here is why, I ordered the Ryder Office Chair, item # **. It took over four months for the chair to get delivered. When the chair finally arrived, It was the wrong chair. I called the same day and sent them the photos that they requested as proof. The rep confirmed that I was sent the wrong chair. It would be an easy and fast fix to return, at least so I thought. Little did I know that It was far from easy, but rather the beginning of a West Elm nightmare, which led to months of phone calls, each lasting at least about 90 minutes.

My most recent experience with West Elm was so unpleasant that I'm never buying from WE again. I ordered 4 custom upholstered dining chairs Five months ago. After 5 months of waiting, they were finally delivered a couple of days ago. However, when the delivery crew took the chairs out of their boxes, 2 out of 4 had arrived with broken legs and were taken away by the crew. Today, I called to see when I should expect replacements for those 2 chairs and was told it takes another 3 to 4 months to receive them! There was no offer to expedite the delivery or send an alternative in stock item. No genuine concern or remedy at all!

I deeply regret ordering furniture from West Elm. I ordered a desk, dresser, bed, and two bookcases for my daughter's room. I knew one item, the desk, was backordered but it was only a few days away from the date it was supposed to be available. I called last week and was told it would be available today and I could call back today and get delivery scheduled. Now I am being told it might not be available until mid October.

I ordered a bed with custom fabric on 7/4. Two weeks later I decided to order a dresser. I called West Elm and inquired if I could add the dresser to my first order to save on shipping. I was told they could not do that without cancelling my first order and creating a second order for both items. However, since the fabric on the bed was special order, the first order would be non-refundable if I cancelled.

Placed an order online August 2023 for kid's furniture that totaled $2300. (Bed and dresser) Ship date on website and all emails indicated arrival by 9/2/23! Great news…So excited! I opted for store pickup to save money and control when I pick it up, etc. Received an email that the dresser and HALF THE BED arrived at the store with the other half expected 2/2024! Cancelling this order required multiple phone calls to the store and customer service and lots of heated conversations about WHY I wanted to cancel and how they would not refund my shipping charges.

Updated on 10/05/2023: I made the mistake of ordering a bureau from West Elm, Pippa Line. I cancelled the order in 24 hours. I have had over a half dozen phone calls with highly incompetent people. I was told the order would be refunded but only after it reached the warehouse- even though the website reported the order was not fulfilled yet. Now, 2 months later after multiple calls and being told the refund will be issued as soon as it arrives in the warehouse was delivered today!!! No one knows where it was dropped off, no signature, no authorization but the email states it was delivered to the front door of my apartment. I wasted another hour w/ customer service who again showed incredible incompetence. DO NOT BUY FROM THIS COMPANY OR YOU WILL REGRET IT. This company should not even be in existence. I have no choice soon other than legal action.

I spent over 4K at West Elm. I ordered a piece of artwork after spending that money and they sent wrong art piece twice. I returned the last artwork they sent and requested a refund. Very discouraging after I spent so much money with their company.

In May of 2023, I purchased a sofa. The original delivery timeframe was July 5-July 19. As it got closer to July 19, with no word from West Elm to schedule a delivery, I checked the tracking and saw that the sofa was at the distribution center, but the delivery timeframe had been changed to July 21 - August 10. I contacted West Elm about the changed delivery status. There was no explanation as to why the delivery timeframe had been pushed back, nor as to why it was done so without any notification.

Beyond disappointed with my experience with West Elm. They don't seem to care about the inconvenience caused to their customers which makes me believe that they're not in the business of retaining customers. My order was delayed by a few (3.5) weeks and I only found out about it when I opened the website. The team made no attempts to reach out to me to communicate the delay. Upon follow-up, I was told that nothing could be done to expedite the order given that the order value was under 5k.

I ordered a rug from West Elm on July 26, 2023. 4 weeks later when the rug still was yet to be delivered, I started calling their customer service to ask how it could be fixed. I called 3 times and was not able to get a refund. I was told it was the delivery service's fault yet they did nothing to help me find the rug. They provided no information on how to contact the delivery service or ways to fix it. 7 weeks later and I'm out $150 without merchandise.

I ordered a very expensive dining set from West Elm that they are continuing to fail to deliver. We have committed to multiple delivery days, taken time off work, and each time no one shows. When we call, we are brushed off and promised a future date that again falls through. At this point, it is theft. I paid money for these items and West Elm is witholding delivery and requiring that I pursue their support daily to try and get it rectified.

I have worked in the retail furniture industry for over 35 years and fully understand the challenges that can occur. However, I do not understand how any company can steadfastly enforce such ridiculous and horrendous customer service. West Elm delivered a two upholstered ottomans to my client with stuffing as lumpy as a camel's back. They agreed to pick up and refund the items to my credit card. It took them 5 months and many calls for them to finally pick up the items. Many calls and three years later, they still had not refunded over $1500 to my credit card. A year went by with no communication from them. All communications were initiated by me.

We have order - Metalwork 60" Console, Hot Rolled Steel product. First delivery product had damaged draws and called customer service. Got return shipping label for replacement. Received replacement product today and got damaged product. This time metal top has dent with paint peeled off; called customer service. This time offered 2 options return & refund OR return & replace. It is Frustrating products don’t go thru proper quality control for the price we pay!! And wasting valuable time & effort.

Ordered an expensive sectional and waited 3 weeks to be told my order was “delayed indefinitely” because they didn’t have the fabric. They said I needed to cancel my order and reorder in a new fabric - they cancelled my order but said I needed to go online to place a new one. I placed the new order and waited another few weeks for our new couch to arrive. It arrived looking like it was rolled in mud and the fabric was pilled already. The delivery team was shocked when they unboxed it- they called without us asking because it looked that bad.

My wife ordered a tv cabinet at end of July - this order arrived incomplete. Dealing with their online support proved to be useless - it’s now 3 weeks later and we are still missing part of the tv cabinet that we were unable to assemble because 1 of the 3 boxes was not delivered. Upon requesting a refund now they implying they would rather deliver a new unit - who knows of that will actually arrived with everything. Absolutely useless company and I don’t recommend using them.

I am writing to request a refund of $179.00 for the “white glove” delivery service I purchased for the Jensen dining table (Order # **) that I purchased on April 28, 2023. During one of the multiple online chats I had with West Elm customer service, the agent stated that she was making a note to issue a refund for the extensive delays and problems with this order. She was unable to specify the amount at that time. The reason I am requesting a full refund of the delivery service is this: While the order was placed on April 28, it was not delivered until August 14. This was only after multiple customer service chats and phone calls to the delivery center.

I placed an order with this company years ago and one of the items was no longer available. I would have received free shipping had this additional item been included in my order. However, without it, rather than communicate with me to confirm I wanted to pay $30 for shipping, they just charged my card $30 on a $20 item for shipping. I ended up disputing the charge for this terrible business practice and lack of communication. Since the credit card company sided with me, the company has now banned me from ever purchasing something from them again until I pay the $50-some odd dollars.

I ordered three items and used $30 in key rewards towards my purchase. I paid $50.22 for shipping, $4.32 for processing, and $43.32 for a delivery surcharge. Two items were defective. I sent both back, one for return and one for replacement. For the return, I was not credited the amount I paid. I believe they deducted the $30 key rewards from my refund, even though the item I kept was more than $30. For the replacement, it arrived even more defective than the first one and had obviously been sent back by someone else because it was partially unwrapped inside the box. In addition, they had the nerve to charge me an additional $25.42 shipping, $2.20 handling, and $21.93 delivery surcharge for the defective replacement.

Buyers beware! This is a company of liars and scammers. Ordered a custom sofa back in May 2023 and was told it would be delivered around end of July 2023. I was notified it arrived at the warehouse on time and scheduled my delivery for August 1st. The delivery date comes and my sofa never arrived. I received NO details from West Elm nor the delivery service & had to call customer service myself to see where my couch was. After multiple calls over days, they finally admitted to the couch “failing a quality inspection,” which was later revealed that it was damaged and stained. (I had to pester for details as they were intentionally vague about the condition of the couch.) They updated me a few days later that the couch had been fixed & was ready for delivery on August 6th. August 6th rolls around and I get a call first thing in the morning that it ONCE AGAIN failed a quality inspection and delivery was going to be delayed.

Where do I start? Planned to fill our home with all West Elm and even opened a card with them and boy was this whole process disappointing. I would 100% not recommend anyone fill their home with west elm and rely on them.

I'm still surprised about the awful experience I just had with West Elm Customer Service. I purchased a desk online, trusting the company as having a good reputation. I paid 100 dollars for shipping. The delivery was very fast and uneventful. I receive the desk, and when attempting to assemble it, I find they sent me the wrong parts: I got two left legs, when I was supposed to have a right and a left leg to be able to assemble the piece. It took me 5 calls to Customer Service to finally be able to be transferred to a supervisor. They were all lying and telling me different things.

Don’t buy from them, you will regret it! I ordered furniture and decided to get the West Elm credit card. They charged my card 4700.00 before a shipment was delivered. I had to pay for the charge because the card was making me pay late charges and interest on furniture I didn’t receive. Then gave me a delivery date and then told me that my products are on back order. I called customer service and told them that this was wrong and they were not supposed to even charge the credit card until the delivery. So they were going to give me $100 to pay for my credit card late fees. This is what Anne said from West Elm as I have several messages from her.

Updated on 08/24/2023: Two weeks ago on this website a West Elm employee expressed sincere apologies about how they handled my furniture order. He said he can’t apologize enough and that he will make sure our refund is processed promptly. Great. Two weeks later…. Nothing from West Elm. They are a disaster.

I selected curtains from their stock. I did not have them custom made nor monogrammed. When I called to ask why I was not able to return them, I was told they were custom made and was not able to be returned. I spent $270 on these curtains. As a long time customer who has spent plenty of money with this company and never tried to return anything, I could not believe that I was not able to have a better experience. I hope they are happy with their small margin made on this non-return. They have lost out on any future purchases from me.

My husband and I bought the king size headboard on 5/2/23. We asked if we could expedite it because we were expecting our third baby any day, and I wanted to have the least amount of time nursing my newborn in bed without a headboard. We were told it was unable to be expedited because they are making it, it’s not stock that’s stored. We were told it would be 6 weeks. The time passed and we received an email saying that our order was ready to schedule delivery, and we scheduled delivery for 7/6/23. Day of, we received a text with a tracker to watch where our delivery was. Our headboard was expected to arrive at 8:10. We watched the tracker come down the highway, and go past our exit. Odd. We received a phone call at about 7:50 saying that our order was lost, they were unable to find it on the truck. We were told we’d get a call within 72 hours with answers and/or a resolution.

Ordered a bed in October 2022. After multiple delays, bed arrived and installer incompetently leaned headboard against a lamp, knocking it over and breaking it as well as breaking a hole in the wall. This also broke the left side of the frame of the bed so installation couldn’t be completed. They left the pieces of bed strewn around the room for several months, claimed they had tried to order a replacement lamp but said it was unavailable.

My wife and I ordered a bed in January. It arrived broken, and after at least six phone calls to different elements of the company, a replacement was ordered. It finally arrived in July. A spokesperson assured us we'd get a refund for the wait and inconvenience. On an initial phone call, a representative claimed he'd refund the delivery cost, yet no compensation appeared back on our credit card. Finally, after eight months and, if I had to guess, eight hours on the phone (not to mention two days for the first, failed delivery and the second, successful delivery), we were informed we'd get our shipping compensated and a store credit (after at least four more phone calls.)

I ordered a piece of furniture due to be delivered in 3 months. Then received an email saying it would be delayed by two more months. Then received an email that the product was beginning transit and money was charged to my card. Then waited and waited until tracking finally said it was ready to be delivered. But it was wrong. There was not product at all. The delivery company had zero paperwork even expecting any product. The week product was to finally be delivered, product was automatically reordered with arrival date expected 4+ months away. Done without any notification to me. There is a record of order, a record that shows they got my money, but NO record of where item is...or ever was. This stuff is spendy. What is wrong with this company??? Can someone from the company please speak up? So many bad reviews. I think they are going under. No decent company behaves like this.

I placed an order with West Elm on 7/4/2023 and I was waiting for several weeks and checking online for the delivery date to arrive. It was originally supposed to be delivered on 7/10/2023 but kept getting pushed back to 8/1/23. I called customer service and found out that West Elm lost the order at the delivery hub and they said that was causing the delay. So, I finally cancelled the order.

Never recommend anyone to buy anything from West Elm. I placed an order in mid June and did not do any delivery until today. I called today and inquired about when I will get the delivery. The answer was some items are in the international transit and she said she does not know when the delivery will be. After talking to my family I decided to cancel items. However, they did not refund my full amount. They charged me $400+ dollars for shipping where I never receive anything at my home. How west elm can charge as a shipping charge without making any shipment. SHAME ON YOU WEST ELM! I PRAY TO GOD TO PUNISH YOU FOR CHARGING PEOPLE FOR NO REASON.

Delivery info has been mostly non-existent with a few exceptions. After being hung out to dry on delivery promises I still have no answers and an unhelpful rude woman disconnected me today. I had a promise of delivery today and tomorrow and still no window of time. I am sure there will be another excuse tomorrow. I have NEVER experienced such poor customer service. I will never order furniture from them again.

I purchased the Andes Storage Bed August/2022. Part of the ned came damaged. Replacement part was ordered and the replacement part that came was also damaged. Delivery men didn’t even unload from the truck. The second replacement part was ordered 12/22/2022. We are still waiting for the part. It has almost been a whole year since the purchase of our bed. Customer service agent state what is written in their manual and make promises, but we continue to wait. It is really testing our patience. Despite the brand they portray, the company doesn’t live up to their name. Disappointing experience…

4 of our 6 bent crestwood chairs were cancelled by WE & we received immediate refund. We cancelled the other 2 that same day with customer service. It took 30 days to receive our refund & 3 -1 hr calls each to deal with customer service. Very frustrating.. Always telling us wait 3-5 business days. Each CS person was wonderful.. It was the leads above them that kept it stuck. They wouldn’t let me talk to any supervisors. Next call would have been to my credit card company to dispute the charge if I didn’t see the refund within that last 3-5 days. Disappointed in upper management's handling of this.

Excellent customer service.

I received all Nosse Armoire pieces by May 19th. Mid way through assembly I noticed that the assembly instructions were repeating pages. The assembly was somewhat in depth so I definitely needed the instructions. I chatted with a rep the next day that said to give them 24-48 hours to locate the instructions. After 48 hours I chatted again and was told to wait 2-5 business days. After 5 business days, I called. The rep on the call said to wait 8-10 business days. After 10 days, I went on Facebook and posted that I need help on the West Elm page. I was asked to DM, which I did, and was asked to wait 3-5 business days. I actually waiting 10 days. I messaged back and was asked to wait 7-12 days. I actually waited for 17 days and was told to check my spam... Sigh. No, the instructions were not in spam.

I would like to share my review of the recent experience we had with West Elm, particularly regarding an outdoor furniture order. Our initial interaction with the company seemed promising, as they assured us a delivery window of 1-2 weeks during the ordering process. However, we encountered a series of disappointments throughout this entire ordeal. First and foremost, West Elm consistently postponed the delivery dates without providing any communication or reasons for the delays. What was initially supposed to be a relatively short waiting period turned into a frustrating experience lasting over three months. This lack of transparency and failure to update us on the status of our order was highly unprofessional and caused unnecessary inconvenience.

If you value your time or money at all, please do yourself a favor and NEVER order from this site. My goodness what a headache. Nine months after promised delivery of a sofa, still no sofa. Just received a notification that we another chair we ordered is ready to be delivered. That chair is currently sitting in my daughter's room. Getting this straightened out has taken over 9 months and so much time on the phone. It feels so much like robbery. Avoid this company like the plague!!

In August 2022, I ordered West Elm's Burnished Large Media Console. It arrived with extensive damage and for some reason their delivery persons decided to completely assemble the furniture, completely ignoring a deep gouge across one of the front console doors and across several drawers. Upon pointing this out to them, they said they would file a report and have a new unit delivered. I also provided several pics to West Elm as proof. Over the course of the last year, West Elm has attempted to replace the console, however, on two separate occasions delivered units more damaged than the original. I sent When I called to complain and ask for a discount instead, I was told they would need approval from a supervisor and would call me back on several occasions. Never did. Each time I would call, they would tell me they had no record of the incident and their system shows the console was successfully replaced.

I would give 0 stars if this was an option. West Elm is the most incompetent company I’ve ever dealt with. We ordered 2 dressers. 1 arrived in 1 month in spite of being in stock. The other one was dropped and destroyed by Ryder, the delivery company. West Elm took another month to get a replacement to us. The next dresser also came damaged. The leg has a split in the wood. Now we are going on our 3rd delivery attempt. West Elm will take another month to get the replacement. This is 3 months and more than 6 hours waiting time for delivery of this dresser. West Elm has offered us $140 compensation for the trouble. This is hardly worth our time. The dresser should be free! My son is a plastic surgeon, and sitting around waiting for 3 months and 6 hours delivery time for a dresser is hardly worth his time.

In February of 2022, I purchased the Drake MidCentury 91" Sofa. It was delivered late July 2023 with the wrong color legs (beech not pecan). At this point, and without a couch, I accepted the couch with an approximate $200 discount. By the following spring, the legs were wobbly, leaning in, and the couch had become structurally deficient. When I called I was told that it was a final sale, they did not stand by the quality of the merchandise since I had accepted their discount for their error. However, they said they would send a team out to review it, despite the discount. They never did and now I am being told that it is a final sale, nothing they can do. Do not purchase from this store, they are an utter joke. I think they screw up the orders to avoid taking responsibility for shoddy construction.

I ordered my dream couch from West Elm and was told it wasn't going to be delivered until September of 2023, totally fine. I've waiting this long so I didn't mind waiting until Sept. A few weeks later, they cancelled my order with no explanation. I called and the gal I spoke with said there was no reason on her end. I will never order anything from West Elm again. I should have read the reviews here, I wouldn't have order it. VERY sad - but I may have dodged a bullet after reading these reviews.

Now I understand why customer reviews are nowhere to be found on the West Elm site. I guess I should have done more research before purchasing this recent piece of furniture, and I would have seen that they have 1-star reviews, and now I know why! I am very disappointed with our most recent purchase experience. I purchased an “open box” item from West Elm, in part, because the description was exactly what we needed, and the lead time was what we needed, since it was already in stock, and did not need to be manufactured. However, while I understand that this was a sale item, at a bare minimum, I would have expected to receive the item I ordered!

Outdoor sectional was late (it was a battle to just schedule the delivery!) & when delivered (2 hours after scheduled time with no updates) it was cracked - clearly an open box product yet we had paid $4k. After one person did talk to us about a potential discount then we called to get it re-ordered and scheduled. They cancelled the order without us asking because then it would become a new order with no priority and no discount. When I explained we didn't ask for it to be cancelled. I was told ‘Well it's a done deal! Nothing you can done now’ even though they did it in error.

Horrible experience. Purchased sofa 3 months ago on 3/17/23. Delivery to be in 6 weeks. Made 3 payments. Have not received. After multiple contact with customer service, was advised today that they can't locate the sofa, and they submitted a doc search, and I won't know what is going on for 12 business days. My options are to wait and see what happens, or cancel my order. This is supposedly with the input of a member of leadership. Angry and disappointed.

Updated on 07/02/2023: On 16 June 2023, “Julie C.” responded to my review, “Defective Couch” from West Elm. Julie said, “I try to ensure customers know…” Well, “try” is not a company policy. She went on to say that other West Elm employees “are not as explicit” is in informing customers that their warranty is being voided. How can a customer be held accountable for a policy she knows nothing about. That is not a “misunderstanding”; it is a fraudulent practice.

I purchased the Malfa Outdoor Table and Bench in April 2022. After multiple mishaps, the items were FINALLY delivered in September 2022. The table held up well in our Colorado winter. After noticing some discoloration in the bench, I reviewed the care instructions and covered the table and bench and moved it under a covered area. A few days later, I removed the cover and the table and bench were RUINED.

If you want to get the correct order delivered, avoid West Elm. I ordered a matched outdoor set. Twice they sent the wrong pieces. Twice the delivery drivers had mentioned it to the warehouse fulfillment and twice they were told not to worry about it. So, twice it was returned wasting hours of wait time and months of ship time. The kicker - the piece that was wrong was black. The piece I ordered doesn't even come in black - it was entirely and obviously wrong. I have to conclude they just don't care about the customer experience. Avoid avoid avoid.

Bought a sofa about 3 months ago, and I am still waiting for delivery. We website said it was going to take 6 weeks, but it's been 3 months now. I have called several times, and they always say they will issue an alert, but nothing is done.

We needed to buy a bunch of curtain rods for a rental, so I looked on West Elm and found a great model. Everywhere I looked it said "Free Shipping", but when I finally checked out, I was charged $76. Don't trust West Elm when they say Free Shipping.

One of five huge Ficonstone pots arrived cracked and unusable. Customer service’s chain of command all refused a refund or replace it unless I send this unmanageable, huge, cracked pot back to them. What a waste of my time and their money! I have three houses and decorate part time. I should have listened to the other reviews of West Elm which were negative. Most other sources would never have questioned me.

I ordered the chair on March 25th. Excited, it looked like a great item. After purchasing what the website said was in stock the delivery was set to be in 2 weeks. On April 6th I check the status of item and the expected delivery date had gone back to April 25th. West Elm made no effort to notify me of this delivery change. Not a big deal, I'm patient, but out of curiosity I called customer service. The representative said that "We had to wait on a part from our vendors, which should arrive in shipment tomorrow. We will ship your item after that". Great, some news. Time passes....

I purchased an Andes sectional from West Elm, which was delivered in late April 2022. In late May 2023 - thirteen months later- I discovered that a piece of the frame underneath had come loose and was hanging down. I immediately called West Elm and was told they are "so sorry," but they can do nothing because they have a "very strict" one year warranty.

Please, never order from West Elm. We have never experienced such fraudulent business practice from a company like this. 5 months later and multiple phone calls later, items still missing. Our light was on the truck but they wouldn’t give it to us as they didn’t have all the parts of the table we also ordered that day?? Then later the light went missing. Now it’s “backordered” with no end in sight. Company doesn’t alert you, they don’t apologize or prioritize your order. They just will take your money and not deliver your purchase. Please, take your business to a honest company that stands by their products and has existent customer service.

Within 6 months of getting one of their sectional, it caved in and it is ever getting so closer to the floor-FYI this was one of their highly priced product which I ordered in blue but came in a weird greenish blue color. They refused to offer any form of fix. Contact me for pictures.

Absolutely terrible experience ordering furniture from this company. The quality is completely disappointing considering the high sticker price. My furniture piece came broken in multiple areas and in order to get a new replacement piece I had to wait almost 3 weeks. After confirming my delivery day and time and even getting a confirmation phone call that they were on their way, they never showed. When I called them to see what happened, I was told it had been cancelled with no notice and I would have to wait several more days for a new delivery day and time. Trying to get a refund has been even more difficult than the run around for a replacement. This furniture is Ikea quality with terrible customer service to boot.

A MONTH after I bought a bed, still waiting for it to show up. They came once weeks ago with the wrong items. I am giving 2 stars because the items that were delivered on time are nice furniture for the price.

The West Elm Octahedron Coffee Table is made of such poor quality that after a little over a year the paint is chipping and rust spots are appearing all over the top and sides. For $500 I'm disappointed and upset that it did not hold up to their brand of high quality items. Buyers beware. West Elm will not accept their products to be considered defects if you don't raise it in the first year. I fully regret not reporting the issues sooner when they started to appear and assumed West Elm's customer service would be more understanding to defective products.

I recently bought a couch from West Elm, which had to be assembled. The hardware that came with it was missing two bolts for the leg. I called West Elm, explained my situation, and they said I would hear from them within 10 days. After 10 days of not hearing from them, I reached out to them through Twitter. All they did was refer me back to calling customer service. It has been two months and I still have not heard from them. I had to go to the local hardware store and find matching bolts for those legs. Needless to say, I will never buy from them again and I will make sure everyone I know knows my experience.

No employee of this company has been helpful in the 6 months I have been dealing with this nightmare of a company. I ordered a bed frame Dec 2022 and have spent hours upon hours dealing with delays, missing pieces, cancelled deliveries (that are only cancelled AFTER I spend all day at home waiting). It has been 6 months of me sleeping with my mattress on the floor like I'm 19 or something after having spent over TWO GRAND on a bedframe that I STILL do not have. At this point all I want is my money back and now West Elm is giving me the run around about that. They are holding my money hostage and not providing what was paid for.

After waiting for months to receive our Telluride sectional and Portside table (with several delays), only half of our sectional arrived. We ordered in early April and received everything end of September. We had the opportunity to use the furniture for a month, packed the cushions away and fully covered the furniture. Living outside Seattle, we were sad not to receive the furniture during the summer as guaranteed by the delivery date. I spent hours on the phone, several times trying to find out where our furniture was. We recently uncovered everything on sunny day and noticed both the couch and table had molded and was swollen. Even worse, the table has started to chip up. The table was so swollen that we can’t even use the leaves. We are so disappointed, especially with how expensive everything was and how long it took to receive. After reaching out to West Elm, and some back and forth, they said there was nothing they could do being past the 30 days.

This is my first time ordering from West Elm. My order was over 8k... when I tried to follow up with my sales rep about the order I place with her. She asked me to call customer service because she stated she does not know why one order the buffet is not shipping... the CS stated they have over 500 in their inventory. I can't talk to supervisor or Manager but customer put ticket to follow up but so far NOTHING... I have spend over 15 hours on the phone because I keep calling daily and nothing and no change.

I purchased the Andes storage bed at the beginning of April 2023 for delivery in May 2023. I was called on the morning of delivery that there was damage found on the bed so they were unable to deliver. On the second delivery attempt (white glove service), during assembly, come to find out they sent two left hand side pieces. Furthermore, the incorrect holes were provided for the feet- it looked like it was designed for the "no show" feet instead. I was furious. My husband and I each missed two days of work to have our bed delivered. I ask if they could keep the "correct" bed pieces at my home and take back the wrong piece. I also asked if I could have the plastic "no show" legs instead as to avoid drilling unnecessary holes to make the feet fit.

I purchased a $$3300+ Haven 2-Piece Bumper Chaise Sectional for my daughter 4 years ago. The seat cushions have disintegrated and are literally ripped to shreds. Since this is one of their most popular items and is offered in a robust assortment of fabric choices. My daughter has attempted to purchase replacement covers/cushions from West Elm several times by going to their store. Each time the manager said that they would take care of it and then disappeared. I contacted West elm through the website and went through the litany of questions to specify exactly which sofa and measurements, and then was told that they no longer will SELL replacement covers?? As comparison I am having my modular sofa from a reputable contract mfg redone as it is 30 YEARS old [with no rips or fabric failures.]

I bought 4 pairs of the Berkshire Dining chairs and one by one they are falling apart. I had a friend fall to the floor when she was sitting in one of these horrifically designed chairs. When first put together they feel fine but very quickly turn into rockers. I had one pair replaced and it just kept happening. My husband has been drilling and putting extra screws to try and keep them stable but the other night another friend was sitting in one and the wood actually cracked where the wood back meets the seat. I'd had it after that and tried to get West Elm to take them all back so I can order something usable (and more expensive) and they refused because I bought them a year and a half ago.

I ordered a Jute rug Jan 20th 2023. It's been 5 months and numerous calls to customer service. Every time they say the rug has been shipped however I have yet to receive it. The date on the systems keep changing automatically and they do not let me cancel saying "the rug has already been shipped". Their customer service agents are rude, talk over you and even threaten to cancel the call!! I did not expect this kind of service from a company like West Elm. Shame on you.

Update 06/04/2023: After I posted this review, I was reached out to by a rep at West Elm. They were helpful and responsive and helped provide more visibility into the status of the sofa. The sofa also just arrived today. It took 5 months plus a week. Unsurprisingly, it is not what we ordered. We ordered a sectional with a chaise. The sofa we received has no chaise. The chaise depth is supposed to be 64.6". The attachment that was delivered to us has a depth of 42.5" - the depth as the rest of the couch. So, it's just one long sofa. We paid $5,000 and waited 5 months, only to receive the wrong item. I so badly wish I had known ahead of time how awful this whole experience would turn out to be. Needless to say, we would have gone in a completely different direction. It was bad enough to wait for nearly half a year - and for the wrong item to show up is just adding insult to injury.

I am writing this review on the one year birthday of my order from West Elm for a sofa. After 5 months of shipping delay emails, inaccurate emails saying it was delivered when it wasn't, we finally made the call to cancel the order. During that call, the customer service agent was very nice and said they would cancel the order and issue the refund. 1 month goes by and no refund. Contacted them again and was told that there was an issue with the authorization token no longer being valid on my card. We confirmed my card number and they promised it would be refunded within 5 business day. That refund did not come through either.

I purchased a Roan Bed from West Elm. In February, that bed (a king size bed) broke, leaving me with no place to sleep. After saying they would reimburse me, they didn't. Product is terrible (bed caved in and broke in 6 months), but their customer service supervisors are worse. I had to get a different bed and their customer service is structured to hurt the customer.

We bought West Elm's Celine bench a few years ago and have rarely used it. The cushion is completely sagging in the middle, despite very rare use. We asked for them to replace the cushion and they won't since it's past the 1 year warranty. For an expensive item, we are very disappointed and think the cushion filling should not be sagging w/ hardly any use in a few years. The bench is worthless after a few years, which is ridiculous because it's very expensive. An easy fix is a new cushion, which they refuse to do.

I ordered a table in 12/2022 with a delivery estimate by February 2023. There have been 4 emails reporting delivery delays, now forecasting arrival in May/2023. Every email includes an apology and a statement inviting me to call customer service if I wish to change the status of the order. After the recent email I called requesting a cancellation. No big deal. I haven’t even been charged for it. Well I was told they couldn’t do it because the item shipped in 2 pieces and 1 of the pieces had arrived to a warehouse somewhere. Therefore, I’d have to wait for the other piece to reach the warehouse, BE CHARGED FOR IT, then go through the hassle of requesting cancellation and refund.

I ordered two of these pillow covers in late November and by mid January one of them had a hole in it. By February, they both had holes at the seams. And by March they each had multiple holes. They sit on our couch and I had not washed them. When I called to see if they could be replaced, I was told that they are falling apart due to normal wear and tear. I believe pillows should withstand sitting on a couch without the seams coming undone, so this seems pretty ridiculous to me. They are very poorly made and the customer service was horrible.

Probably the worst customer service I’ve ever witnessed. Have yet to receive a piece of furniture that didn’t have an issue. Master bed… scratched (replacement comes and the headboard is a different color). Guest bed shows up with no hardware to do install (replacement comes and it’s broken). Dining room table shows up completely broken (replacement comes and it’s broken and different color)… The next replacement for table gets lost (says delivered but nobody including West Elm knows where). No department communicates internally. It’s one thing to have logistical or warehouse problems with furniture but to just fail your customer so many times after they’ve spent thousands (charged for originals and replacements with no credits) is just bad business. This place needs to be looked at by the BBB. If you’re reading and asking yourself if you want to do business with any of the affiliate companies…. Stay away!

I purchased my custom sectional on 11/28/22 at West Elm Scarsdale showroom with a delivery by 3/16/23. Online details say IT’S MADE IN UKRAINE which I highly doubt for obvious reasons. I’m still waiting and West Elm customer service can’t locate the couch nor give me a delivery date. No updates, no sectional, no information…Current delivery online now states 4/11/23 but NO ONE AT WEST ELM CAN TRACK THIS SECTIONAL OR SIMPLY TELL ME WHERE IT IS BEING MADE OR WHERE IT’S ARRIVING FROM.

I ordered a bathroom vanity in October 22 for delivery before the end of the year. My delivery date was pushed twice with the second time being AUGUST of 23 then they canceled my order. At this point stupid me picks out a similar vanity and orders it in early 23 with delivery scheduled March of 23. End of March arrives and I get an email saying my order has been pushed to SEPTEMBER! I call and spent 30 plus min on hold with customer service to cancel my order because at this point I just need to finish my bathroom remodel. The woman on the phone told me I couldn’t cancel until it was ready to ship but then I wouldn’t get a shipping refund because it was ready to ship. I didn’t accept this answer and asked for a supervisor which she refused to send me to. NEVER and I mean NEVER order anything from west elm. Worst customer service I have ever encountered.

Today is March 31, 2023: I shopped online West Elm for "in stock ready to ship" items in June 2021 and purchased 5 midcentury leather counter stools in chestnut and 6 mid century dining chairs for my parent's new home in hopes to have them before Thanksgiving for our family gathering. To this date, I still have not received the counter stools, only repeated misleading emails from various, different named reps in response to my inquiries, promising that the stools were on their way.

West Elm "white glove delivery service" is the worst there is, plus their customer service is not any better! We had 2nd bed frame delivery attempt that once again went wrong! First time they delivered frame and broke it during assembly and they took it back, 2nd delivery attempt year later they had wrong box so once again - FAILURE!

I went to the West Elm showroom excited to order a new couch. We ordered a custom couch and were thrilled when delivery was scheduled 2 weeks early. The couch was delivered missing a leg. So the delivery guys told me they are just contractors and I would need to contact customer service. I did and was told they ordered a new leg set to arrive in a month (seriously hard to get excited about a new couch missing a leg). The legs came early! But they were the wrong legs. I called again. They made a new order. Today I got notification that order has been cancelled because the part is not available. I called again. The new customer service agent can't find the right SKU for that leg and said I need to locate it myself and call back tomorrow. Excuse me, do I work at West Elm now? Bottom line, I have an a couch missing a leg and no one knows how to find the right part and when it might arrive. This company is a total joke.

Now that my nightmares are done I can post here to try to help someone who is thinking to buy anything from them. I bought a sectional back in September from them and everything started from the purchase. I order from the website and the price was (x) because I had just moved to new address somehow I’m order got canceled like 4 times and they had the price changed like $900 up in this meantime. No one called to asked me my billing address or informed me that they canceled my order. When I called them MOST OF THE TIMES I WAS MISTREATED by the customer service. They took more than 5 months to deliver it and when they did the section was HORRIBLE, smelled bad, cushions empty, feathers everywhere. I had it replaced, just waste of time. And when I finally returned it I found out that one leg was broken. Never buy from them again and if you are reading it you shouldn’t do it

Terrible customer service experience, I will never order from West Elm again. Ordered a console on March 3 with white glove delivery. No order updates for 2 weeks until I call. Given a delivery date of March 24. Had to reserve the entire day, but was provided a window the day before. On delivery day, the window passes so I call customer service again - apparently my item is not on the truck. Was told they had to track down the reason and would call back. No one called. A few days later I called again. Once again the person couldn't locate my item or any information. So I asked for a refund. They hung up on me. I called a different customer service line and they finally issued a refund. Every interaction involved waiting on hold with terrible hold music for 10-40 minutes. Extremely frustrating.

I ordered a dresser on 9/20/22. Date of delivery 10/24/22 Ryder sent an email that they have to send it back on account of an issue. West Elm calls me, places new order, apologizes profusely and states they will absolutely refund shipping once the dresser arrives. Late November the dresser arrives. I email customer service about the shipping refund and about an issue and they IGNORE the shipping refund portion.

I have never been more disgusted with a shopping experience in my life. I drove two hours from my home to reach my closest Pottery Barn to order a couple pieces of furniture. After receiving a consultation I purchased an entertainment center and an executive desk. The TV stand/entertainment center was ordered from the Pottery Barn side (it arrived with no problems and I received it in a timely manner), and I ordered the desk from their affiliate West Elm (because I did not really find anything on the Pottery Barn site that appealed to me).

Contacted Customer Service 3 times about a rug that is “In Transit to Store” since December. Now mid March. No employee in Customer Service was able to track the items location! What! It’s 2023 and you don’t have a system to track deliveries!

Please look elsewhere from West Elm when buying your furniture. In late 2021, I went to West Elm to furnish my entire apartment, spending around $10,000. All items looked beautiful in picture, and for the most part, I was pleased with all items when they arrived, aside from dealing with significant furniture delays. About a year ago, I noticed a circumferential crack in the granite of my coffee table (Marble Topped Pedestal Coffee Table; #390646). I initially thought nothing over it, until a large piece of granite fell off on its own yesterday(!). I now notice the crack has grown; it is only a matter of time before the remaining granite falls off.

The worse experience I've ever had. Placed an order 6 months ago on West Elm’s website, on September 5th 2022 and as of today, there’s no delivery of the entire order. The items first were noted to be delivered 2 months later and the date kept on rolling forward. I called about 10 times or more inquiring and either call would be put on hold to later be lost, agent wouldn’t call back after they said they would, they would tell me the piece wasn’t available and had no idea when it would be and once an agent told me the piece was found and was going to be sent but no one called for delivery. Today is March 9th 2023 and still no answer, no delivery, nothing. The easiest task was to cancel the order… I WILL NEVER EVER buy at West Elm again and I will never recommend it either. You guys failed to deliver and it was a disappointment to do business with you.

I purchase a sofa online and it was delivered two days ago. This morning I received an email that the price had dropped by $105. I called customer service and she said company policy is not to price match. She then transferred to b2b and she reiterated the policy. They would require you to return and reorder which would then eat up the savings. I never have seen a company not match a price drop on their own site within the came week of purchase. Poor customer service and bad policies. Stay away from the Willams Sonoma Group!

You guys are terrible. Worst possible experience with a furniture brand. These guys take our money and won't let us cancel an order and have tied up our money for furniture for 3 months. What a terrible company. DO NOT BUY FROM THEM!!!

All of the springs on our $4,000 Harmony Sectional popped out of the frame with less than a year of normal use. I contacted customer service and they said I must pay to fix it, and offered no resolution beyond that. The furniture repair quote was $600 because the springs were not accessible from below, so the entire frame would need to be disassembled. I will never buy West Elm furniture again.

Went to store on North Ave in Chicago. Heather ** worked with us for about 10 min when an employee broke a lamp. She stopped working with us and went to clean up mess. When she finished she waited on someone else while we were left waiting. Don’t use Heather ** if you are interested in anything at West Elm. Can’t say I have ever been treated like that before. Drove an hour to get to store so we were serious buyers.

Purchased a custom sofa. After sale tried to reach salesperson - no response. And then it got even worse. Took 3 months to receive notice to schedule delivery - scheduled for a window between 8-10 am. Husband took morning off. At 9:30 am I receive a message that delivery was cancelled due to an item missing. I called asap and was told a piece of our sectional could not be located. Not only was that bad enough, but to be told at the last minute? The team searched for FOUR days and could not find the missing piece in their warehouses. We finally cancelled our order. Will never buy from this company again.

After visiting West Elm I purchased a dining table and four chairs online on October 3rd, 2022. I was informed the table was in stock but the chairs were custom made, they would be delivered sometime in February. In November the table was delivered but was damaged, we didn't accept the delivery. After many phone calls and way too much time spent, FIVE months later, we waited hours for the delivery on March 2, 2023,. An hour past the delivery window I called to find out that only the chairs were on their way. That's when I cancelled the order, I couldn't trust West Elm to ever deliver what I ordered. I am so disappointed. Never again West Elm, lesson learned.

Bought bedroom furniture in the middle of December. The bed was delivered on January 31, the dresser that was supposed to be delivered the same date, was not delivered. They told me they can’t locate it. Waited for a couple of days, no updates, called the customer service, they told me to wait 5 business days as it is how long it takes to find a missing item. Waited 5 business days, no updates, called back and talked to Alexis, she told me to wait for another 5 business days and she will call me back with updates. Never called back. I called the customer service for the third time, they told me to wait for 5 business day but I did not let them finish, I said I heard that already! After which they told me they will order a replacement. They did and the dresser is estimated to arrive at the end of March.

I ordered the Chadwick Queen Walnut Bed Frame back in November. Upon arrival a month later, when delivery guys were assembling, they discovered fourth side of bed was missing so had to be taken away and reordered. Another month later and I knew as soon as they opened the truck door it wasn't my bed. They had sent a large dining room side table! The third delivery attempt a month later was canceled morning of due to "damaged goods". That was it- three strikes and I want my money back. Two weeks later after return/refund processed no sign of the refund in my bank account. How on earth there has not been a class action lawsuit against this awful company is a mystery. Ordered a dining room table and eight chairs from Design within Reach and a large rug and cocktail table from Crate & Barrel with no problems whatsoever. Never will buy anything from West Elm again and you shouldn't either.

Amazing the runaround on the phone after attempting 3 calls the day before and 3 today for a total of 6 attempts with 4 disconnects from WEST ELM. The last call that got through? Total runaround. The back story: I selected my delivery date and cleaned the area for the new couch. A text from the delivery company stated my order would dutifully arrive on this chosen day at 2:05 PM, a GPS tracker included showing me the truck's ostensible location. Of course 2:00 PM goes by, 3:00 goes by, and the tracker is updated to a new delivery of 5:05 PM.

After many back and forth, we finally received our refund and I was able to place a new order with Merchandise credit. Thanks to the agent who helped with the process. I hope there is better way in the future to track returns on West Elm side.

I had read the reviews on lengthy shipping. I ordered two side tables and a dresser. They were supposed to be shipped 2/7, it’s almost March, and still nothing. I checked the tracking, it says April 7th estimated delivery. They sure didn’t take this long to take my money for the purchase. Beware.

I returned a blanket because their website was inaccurate with their color description and photo. After my credit card was refunded $12 less than what I paid for the product, I called their customer service line, who then sent me to their “escalation line” The woman I spoke to was rude, condescending, and we resolved nothing. Their return policy is unspecified, misleading, and ambiguous. They have a very subjective policy as to what they determine is worthy of a return. They mislead me and their website/email does not state they would deduct a shipping cost from your refund. They lost me, and many of my family and friends as customers. Their lack of customer service is really disappointing.

I ordered this side table and the shipping and handling charges were extraordinarily high, but I still ordered. West Elm charged my account. West Elm cancelled my order. Never refunded my payment. I am still fighting them with the help of my bank.

Ordered Sofa August 2022. Four (4) failed delivery attempts later, the sofa is still not here. Writing this on February 17th. After the 3rd delivery failed attempt, I even took the initiative to speak with two customer service reps, every single day, to make sure I would get the couch the next go-around. Tracked it each day, whole 9 yards. Sure enough, the day of the supposed 4th attempt, they canceled.

Bought some sconce lights online. Wrong items were shipped. Was told correct item would arrive in a week. Called week later and was told there was a delay and items hadn't shipped yet. Refund policy unclear; says one thing in email and operator said something else. Stay away.

We purchased a bed from West Elm in November. It arrived late, in January and was damaged. We were able to get one part repaired and we agreed to keep a second damaged part for a 20% discount. After the discount was promised it was weeks and many phone calls and emails to get the promise discount. Customer service is unreliable, unresponsive and it is impossible to speak to the same person so you start over with each communication. Upon expressing our frustration we were able to get the discount processed and someone reached out to see what they could do. It then was 2 more weeks and endless calls and e-mails with absolutely nothing to make this better what a waste of time. Customer service was not worth this purchase and I recommend never buying from West Elm.

How do select 0 stars or (-) stars? This is literally the worst company. I never write reviews but specifically created this account so I can write that this company is the worst! You suck West Elm!!!!

If I could give them 0 stars I would. I wish that I had looked up reviews like this before I ordered to save me from the headache of dealing with them. These people are full of lies and empty promises. I ordered a loft bed and dresser set back in November for my 10 yo because it said it would be there in time for Christmas. Delivery estimate was Dec 3-16. As it got closer to Dec 16, I went on my account to see if there was any update. When I login the delivery date had been changed to Dec 10-22. Ok cutting it close, but still there by Christmas. Again, getting close to that Dec 22 date and no furniture. So I check my account again... Now the delivery date is Dec 22 to Jan 3. So there's still a chance for Christmas, but unlikely.

Up until 2021, I was a consumer of West Elm products. In previous years I purchased couches from the company which were high in quality. However, in 2021 when I purchased a new couch, the couch sank and was literally falling apart within 6 months. I called customer service to replace the couch in which I had to initially pay for the new one and would receive a refund upon returning the old one. The 2nd replacement couch had the same results with being poor quality and this time in a shorter period of time (4 months).

West Elm has the worst customer service I have ever experienced. In addition to taking 6 months to actually deliver your items, they make it nearly impossible to schedule a delivery. And good luck trying to speak to someone on the phone. Be prepared to be transferred several times and even hung up on. I would never buy another product from this company again.