West Elm Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

West Elm advertises delivery ranges on their website, knowing they are false. I ordered chairs advertised as in stock on 11/5. The initial delivery date was 12/5, then it moved to 12/15, and now it is scheduled for 1/25/24. As of 12/13, their site gives a delivery window of 12/19 - 1/2 for the same zip code and item. This can't possibly be true. The early delivery dates are provided to entice you to purchase from them. After waiting two months, they are confident you won't cancel the order and start over. How can a company this expensive be so bad at delivering their products? Never again!

I placed an order for a lucent rug as I am moving. The item was in stock when I placed the order and delivery was scheduled and confirmed for tomorrow, December 14th. The fact the rug was in stock was part of the decision in placing the order for the West Elm rug. Today I received a call telling me that the rug was allegedly damaged and that it now couldn't be delivered until at least December 29th.

I ordered the Shelfmate wood and metal shelves a little over a year ago. We recently moved and lost the small stabilizer pieces. I called West Elm to ask for replacement parts. Since the order was placed over 1 year ago, they will not replace them. I asked to purchase them and they will not let me. They have these parts and will not give them to me. Now I have 4 useless shelves that I spent at least $250 on. I will never shop at West Elm again. I do not recommend them due to poor customer service.

I am writing to express my deep deep deep deep dissatisfaction and frustration with my recent experiences with West Elm. In September 2023, I made several purchases for my newly built home, and despite paying exorbitant shipping fees, my attempts to add three more items to the order for reduced shipping costs were denied. Following this, on October 3, I placed another order, including a dining table, a coffee table, and six dining chairs, with the promise of delivery by the end of October. Unfortunately, the delivery has been repeatedly delayed – first to mid-November to December 11, and after a call with the shipping department today, there is a huge possibility it will be further delayed to Jan 2024. :(

I purchased a sectional from West Elm. The customer service employee said that the sectional was very durable and it was made a very well fabric. I have not even had the sectional for a week and it is pilling and it looks horrible and they are giving me a hard time about a return or a discount I have pictures to prove how horrible the sectional looks. Never buy this sectional.

I’m writing about an unacceptable incident regarding a delivery. We ordered a particular sofa, and chose a fabric that was not our favorite, because we were told that it was the one that could be delivered by the time our guests came to town. The most recent communication I received was the morning of the scheduled delivery at 6:29 AM, which was an email confirming the delivery was scheduled and was told it would be here between 12:30 and 2:30 PM. When it was not here by 2:30 I called and was told that the truck had a flat tire and the delivery would be here by 3:30 PM. When it was not here by 3:30 I called and was told that the delivery was canceled. No one notified me of this.

Originally I ordered 6 inch and 8 inch cabinet handles, they sent all 6 inch handles in 6 inch and 8 inch packaging! Which I thought was deceiving. I called them up The woman was very nice. She said they totally messed up and resent them. This happened another time! After being sent out 2 replacements, I suggested they upgrade the size for me and not charge me the difference. I figured it’s least they could do because getting through to them on the phone is not easy either and I had a contractor come out how many times! The woman agreed. I told her there was a big price difference in the next size up. She said because she offered it to me. They had to give it to me. I asked for a copy of that an email, which I have. She returned my order and made me purchase the order and told me I would get a refund within 48 hours of the difference. Which was a good amount of money.

West Elm is a complete fraud. I ordered a dining table that was delivered August 2022. I didn’t anticipate on moving into my home until January 2023, for 6 months no one was in the house and the table wasn’t being used. Speed it up, it is now November 2023 and I’m just getting ready to order chairs for the table that hasn’t been used. During this time the table has not been utilized, but every time I dusted it off, I noticed wood chips coming off from the top as well as getting splinters. I called customer service to see if they can replace it and I got a hard no from upper management due to the time I’ve had it. Although I continued to plead with them and explained how the table has never been used, I don’t want my money back just a replacement because of their strict guidelines there is nothing that can be done.

I made a purchase for a bed and dining chairs Aug 1st, 2023. The original delivery date was sometime between end of September and beginning of October. The delivery date has changed multiple times throughout. I have called the customer service many times only to find that they can only relay the same information that I can see online which is that the expected date of delivery is constantly changing. I'd love to speak to someone that can move my order along and provide more valuable information. I'm considering cancelling my order as I'm not sure how a company can hold onto my money for this long and not provide the product ordered.

I bought an OUTDOOR concrete coffee table with West Elm @ $755 - sku # 651621 on 10/15/22. Less than a year after purchasing this item, the table is showing cracks on the side. I really took good care of the table storing it indoor during freeze, hot weather and heavy storm. This issue has been addressed the last day of the Warranty ended, providing pictures of the table.

Every time I try to make a purchase here there is a problem. I went to the my location and they were supposed to to have 3 lights in stock. Inventory was wrong. They told me the Bethesda location had 4. Called them and their inventory is wrong. They told me Dc has 3….Same deal!! Always an issue. It’s like they try to force you to pay shipping. Love West Elm style but they sure don’t make it easy to shop there. I asked for some kind of discount due to the inconvenience. Was told that wasn’t possible. I was like what about the 15% to new customers? I even take 10% for the hassle because it covers shipping. They said, "Place the order first and then we will see but can’t promise you anything." It’s just the worst company when it comes to getting your merchandise. We waited 6 months on a coffee table.

I paid around $250 for my West Elm sheet set and I am not happy with the quality for the price I paid. This set includes the 2 pillow case sham, and duvet cover. I bought this set in April and I could see the quality start to deteriorate in October. There is some discoloration in the duvet cover and tons of pilling all over the cover and pillow cases. I made sure I was following the washing instructions and dryer care instructions. I’m disappointed in the quality.

Don't ever buy furniture or any big ticket item from West Elm. They promise a random date 6 or 8 weeks out, but they keep extending the date (without notification). When you cancel (because your item was never shipped) they insist on still charging you the shipping fees. They do everything they need to just to avoid outright fraud, and customer service is non existent. I like their products...but never again. I have wasted two months without my furniture, and there are much better options.

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.