West Elm Reviews

Original Review: Jan. 13, 2023

In December 2022, I purchased the Farmhouse Plaid Duvet King Sham Set and Farmhouse Plaid King Duvet. Both items were on sale, and I paid $116.91. Unfortunately, neither item worked, and I had to return them. I don’t live in a city that has a West Elm store and had to return the bedding via UPS. I understand shipping would be deducted. However, I did not expect to get a return of only $34.97. Shipping was not $81.44. I am extremely disappointed in West Elm and have decided not to do business with West Elm again.

Now I also ordered a couch and am still waiting for this item to be delivered. The delivery had missed multiple windows and I alerted West Elm that there was a problem but they insisted I just wasn't being patient. They eventually admitted it was lost and would have to reorder. I have been told multiple times by a supervisor, Tiffany **, that my request is important and that they would expedite but anytime I ask there is simply "no update". I simply want to receive my couch. I have wasted so much time and honestly am just coming to the conclusion that this a broken company that is not customer service minded. I do not feel prioritized as the customer and feel like West Elm simply does not need my business. I will continue to follow up until I receive my product but the timelines they are giving are at a minimum misleading. This is a serious issue that needs to be addressed.

Complete lack of quality that has gone way downhill over the years and the company does not stand by their product. I’ve had better luck with target sheets. All I wanted was a replacement. This was meant to be a splurge that I thought would last and I was fooled. West Elm seems to be known for their linen bedding so I thought I could trust the company for a high quality product that would last. Feeling completely ripped off. Don’t make the same mistake!

Weeks later the new bed finally arrived. Broken. West Elm was supposed to fix the issue. I spent hours in the phone with them. Another bed was sent. More broken than the prior. These delivery men were kind enough to let me know EVERY Andes bed they deliver is broken. We chose to return the bed. We were initially told no charge would be made until the bed was received, but it was. Our return was completed on 12/16. At this point we had made 2 payments. I reached out to our dedicated team member 3 times regarding the return without any response. I’ve spent probably 10 hours on the phone with West Elm. I’ve been hung up on during transfers and spoken down to. I’ve been told I couldn’t speak to a supervisor or be transferred to anyone else for assistance.

Some customer service agents have been kind and tried to help, others terrible. I’m posting this review because West Elm knows their products do not live up to expectations so they’ve chosen not to have a review option on their website. I will never do business with this brand or any of their affiliates again and would warn others against it.

For which I ordered a sectional. Again many screw-ups. Morning of delivery they call and say they lost half of the sectional. So months go by while they order the other half. Then it comes in and they only deliver the lost half thinking I already received the other section. How can a big company work like this??? Finally, we received the complete sectional, but in one of my many calls with customer service which is well documented as they took notes, they suggested I call back to see if some compensation can be provided.

So today, I called them to follow up. Customer Service puts me through to their Senior Lead in Escalation. It has to have been the worst customer service representative I have ever spoken to. They explained to me that I mistakenly received the 20% offer for the dining room set earlier this year and that it should have only been 20% off the dining room table. That is not what they told me and it's not the offer I received. And in any case, that's unrelated to this recent incident with the sectional so why link the two but she insisted that because I was "overcompensated" for the dining room table I didn't deserve any additional compensation.

But really, it wasn't that they weren't offering compensation for the sectional, it was the really abrasive, arrogant, and just really hostile attitude that they had. Being in the escalation department for them is perfect because that's what she did was escalate the situation. I mentioned that I was planning to buy another $5000 worth of furniture at West Elm and that after this conversation may decide to go somewhere else. She said that was fine with them. Easy for them to say I guess since it's not her business. Wow, this person should not be in contact with customers.

In total, I've spent at least 20 hours on the phone with Customer Service and this was the fitting end to my relationship with West Elm. Crate and Barrel, here I come and I will be sure to spread the word about the horrible experience I had at West Elm to save others from the same. Additionally, I am planning to take legal action against the company.

On the next delivery date, we waited, and waited and waited. Nothing showed up. When we called, we were informed they "forgot to route" the delivery. Then on our third attempt, they delivered HALF, yes HALF, of our sleeper sofa. We have gone around and around with them, BUT THEY CANNOT FIND OUR MISSING COUCH. Had I seen these reviews before ordering, I would have 100% spent more money with a different retailer. This is INSANE and customer service seems to have ZERO accountability. STAY AWAY.

This is a rug I ordered in October and thought I would receive within a week. This is one of many issues I have had with WE where they have falsely advertised the delivery date. No one at WE seems to care that they are being dishonest about shipping date. I asked them if I could get another rug of my choosing at the same price - they said no. They offered me no compensation for my time waiting for the rug and calling customer service. I canceled my purchase. I am hugely disappointed in this company as I have purchased several furniture pieces over the years. This is the last straw. DO NOT BUY FROM THIS COMPANY.

This happened previously with some Patio furniture we ordered to be delivered before July 4, and didn’t receive until mid August. Previously we had another item delayed 8 weeks. We won’t be buying any more furniture from them because there is no trust in their delivery estimates. They need to figure out their inventory system and logistics and quit lying to consumers. I’d give it a 2 star only because the actual furniture has been decent.

I understand I am outside the warranty period, but I am requesting an exception to this policy as the damage was incurred from following the manufacturer's published care instructions. I would like replacement cushions sent to remedy the damage caused by your published care instructions. I spoke with two customer service managers (one being a supervisor) on the phone requesting this already and they were extremely unhelpful. I will continue to escalate this until it has been resolved.

I contacted support and was told that there was nothing that could be done. There was no repair or replacement options, nor was there a place where I could file a documented complaint through West Elm. Spending as much money as we did, I expected much more in the way of quality, and support. I have never published a review online before, and literally created this account to warn others against purchasing West Elm products, which appear to be overpriced and shoddy.

I then complained about the stuffing of the pillows - they were all different sizes - one of the seats had a huge mound in the middle and the two seat cushions don’t fit perfectly… nothing they can do….my Macy’s sofa that I paid $700 was so much better constructed - this one had already had a seam come apart and ugh it’s definitely not a get what you paid for piece - but my sofa looks nice -.

Silly me I thought I’d give them another chance. A queen metal bed…or can’t be similar in experience - After all this is a completely different piece of furniture and COVID is over so the experience should be different—- bought and paid for my new bed and it was quoted within a month of purchase, so I gave my other bed away put my new mattress on the floor and thought in just a few weeks it will be here…. NO…they seriously just pushed the delivery window… I am so dissatisfied with this company.

I placed my $3,600 order the first week of September, and originally it was estimated for an October delivery. I reached out multiple times to get my order separated since the 32" cabinet and four chairs were just sitting there ready to be shipped (but waiting on seat covers and a matching 60" bar cabinet). It was a process to get that even handled - took more work on my end, but I'm happy to do it if it means getting my stuff as it was available. My 32" bar cabinet and chairs were scheduled for delivery on 11/10. Someone called me on 11/9 to let me know that the cabinet were delayed. That was another painful process between dealing with customer service and their delivery hub contact. I finally got an answer - it was scheduled to arrive from Texas to their hub in CA on 11/10. I thought great - I'll get it the following week.

Again - more work on my end, I've lost track of phone calls, emails, patient requests, waiting out approximate business days, holidays, etc. I have been told so many different answers. In the meantime I would look at my cart online and like other reviews - it would say order now and have approx delivery within a few weeks to a month. Yet I was going on 8-9 weeks waiting on mine. Now, there is an advanced ticket put in, the bar cabinet is on backorder till May, and no one can answer why it's been in Fontana, CA (40 miles from me) since 11/9. Checking my status and it still shows set for a delivery of 11/10, and it's been checked into the Delivery Center since October. This process has been extremely frustrating - I really like the product, but the wait and work on my end has been extremely disappointing as a first time WE furniture customer.

We have called West Elm customer service, which have been absolutely useless. We have called from December of 2020 to literally 5 minutes ago only to be told that they can no longer do anything because of the length of time past even though we have been contacting them nonstop and never hearing back from reps who say they’ll follow up. How ridiculous. Their notes taken by their reps were a complete LIE and to their benefit, words twisted. We simply wanted to have this DEFECTIVE item replaced.

I highly DO NOT recommend this garbage company. For the prices they charge, you would expect a professional service. I will never buy anything from West Elm ever again and if you want a headache and to get ripped off, then go ahead and support this HORRIBLE company. Otherwise, I’d suggest not to purchase anything from them either. Definitely boycotting West Elm and its sister companies - Pottery Barn, William Sonoma etc. West Elm, you are truly the worst company and completely disappointed in how you have handled the situation. Oh, and your supervisors are RUDE and literally sound like they’re reading from a darn script. Disgusting & robotic. Shame on you! #boycottWestElm

The two options that West Elm are giving me to solve the issue are: 1. To issue a replacement of the item but I have to pay a significant difference for the replacement and waiting an additional 6 weeks. 2. To issue a return of the items, that I never received, for a refund. It is unacceptable and irresponsible that, after this bad experience, they require me to pay an additional cost to replace an item that I already paid for, because was available, and now no one in that company knows what happened to it. I STRONGLY RECOMMEND NOT BUYING FROM WEST ELM.

On 11/30 he responded: "As of 11/29/2022 the items are in transit to us. It takes about 3-4 business to arrive to our warehouse, it should be here over the weekend if there aren’t any delays. Once it arrives to the warehouse you will receive notification to reschedule delivery.". On 12/9 I again emailed Mark for status with no response. On 12/9 got a hold of customer service department 800 & decided to schedule delivery for 12/19 as the lady I spoke to said one of the items had been received. She did indicate that if the sofa was not received prior to delivery date the delivery would have to be cancelled.

I did get my sofa & chair on 12/19. I carried in the chair & the delivery guys carried in the sofa, screwed the 4 legs & left. They call that service "white glove delivery " at cost of $259! The sofa is lovely. The chair should have some sort of protectors on the legs but it is just wood. I would expect for a chair that costs $616 it would have protectors on the legs. These 2 items costs $3100 on sale. Think twice before you order from West Elm. Wayfair definitely has better customer service & the items ship for FREE!

Original Review: Dec. 27, 2022

We ordered a couch two months ago, and it is still not here. It was supposed to arrive this morning with a delivery date scheduled. We were told last minute this morning that the delivery team didn’t even take our couch off of the dock. Just “left it at the delivery center” because they didn’t have enough room. So now they rescheduled our in-home delivery for two weeks later! Without ever even confirming with us if this would work and after canceling last minute. This is now the third different date change on the original timeline of when we were supposed to be getting this couch.

They told us the couch would be delivered a month ago and clearly that did not happen. I would’ve never purchased this couch, if the expected delivery date with anywhere near where we are today. We spent nearly $5000 for this couch and have had troubles at every round. I will never buy product from West Elm again and I will tell everybody I know not to do it. I have doubts I will never receive this couch. This company is incompetent and deceptive.

Two days before Christmas I received an email from my PayPal account stating that I was charged $1200 by West Elm. I immediately contacted West Elm's Customer Service and they stated that they tried to leave me a message on 11-19-22 at 4:19 PM. I subsequently found out from this representative that the vendor refused to approve cancelation so West Elm was going to have the stools sent to their warehouse and then refund me my money. They also stated that I had to keep calling West Elm to make sure that their warehouse received the stools and then they would refund the money. This was very frustrating that West Elm cannot be customer oriented enough to handle this situation themselves (monitor delivery of the stools to their warehouse and not charge me the client for the stools since I have not taken delivery of the stools).

West Elm claims that they attempted to leave a message on my voice mail on 11-19-22 but I have no record of a voice mail from them. They could have also sent me an email as a followup to inform me of the change in the process. I was very surprised to see an email from my PayPal account that I was charged $1200 so I had to quickly recover and transfer funds into my account to cover this transaction as it was a couple of days before Christmas and I wanted to make sure I had sufficient funds in my account for last second shopping. I also requested that I could talk to a supervisor at West Elm but the representative said no supervisor was available at the moment and I would have to call back on Monday, 12-26-22.

I requested that West Elm call me back on Monday morning but the representative stated that the best they could do would be to make a note of it and I would have to call them. Once again, they are not client focused and do not communicate well. I will never use West Elm again and I will encourage my friends and family to never purchase a product from West Elm as they do not possess the skills and tools to deal with their customers. I encourage people to not use West Elm unless you want to be frustrated with their service.

Then I asked what needed to be assembled. She checked but could not answer the question so unclear if all in pieces, some assembled, legs only, etc. She then said, "Well, we wouldn't send you something you couldn't easily put together." I said that is not the point. The site says fully assembled and that is why I paid more. Big, heavy sigh (I suspect she didn't realize it amplified into her microphone) and she kindly said, "Let me check." Waited a bit and she came back to say I was right, there was no white glove service and the only option is delivery by UPS. I said, "Well, that is not what the site says, that is wrong and I am not happy." She simply said she understood and that was it. Really? That was this morning. Site still says it comes or will be fully assembled. Be careful. The site is wrong and they have done noting to fix it or honor it and don't seem to care.

It feels like there’s less than 1/2 inch of good foam left. I wish these were down cushions like the backs as this problem wouldn’t be occurring. Also the fabric (basket slub) is pilling horribly after close inspection. Luckily I was able to get in touch with a nice customer service agent who has opened a “quality control” case. I’m happy to update this once I get a solution from that team. Hopefully it’s not going to be an issue to replace, however since the warranty is basically non-existent (30 days) I’ve went ahead and filed a AMEX extended warranty claim just in case. I’ll post more soon, hopefully this $5000+ West Elm Harmony sectional is revived by their customer service, but my hopes are low due to the numerous negative reviews of their product quality.

Took the day off only to be told an hour before expected arrival that my couch was lost in the warehouse. Zero follow up from them after that- I continued to call and ask for updates. At this point we had a newborn and didn’t have a couch at all! Two weeks later they still couldn’t find the couch. They placed a new order but only for one half of the sectional… Placed the other half of the order after I called to let them know. Here we are SIX weeks later without a couch. The website still lists my couch as having an expected delivery date of 1-5 weeks. What a disgrace. This company should absolutely not be in business.

Original Review: Dec. 21, 2022

I was told a refund label would be provided for an item that didn't appear as it did online and that I wouldn't be charged for the return shipping. I was charged, over $20, which was subtracted from my refund. I'll never shop West Elm again.

I am not sure why shipping times for items are so long when you are paying a hefty fee to ship. West Elm doesn't offer many of the items in the store so you are forced to purchase online. No company should make you pay to ship to the store. West Elm has nice looking items, but there is so much competition today and you can find similar items now without having to deal with a poor company. It is not the customer service representatives faults, and I feel bad for them that the poor practice of the company ends up upsetting their customers.

But a refund never arrived. Months and months later, it still hasn't. Every couple of weeks, we speak with a new wonderful customer service rep who is very polite and appropriately appalled at what happened, swears they'll solve it, and then...we start the countdown to a refund never arriving. Then we start it all over. Again and again and again. Someone in the bureaucracy inevitably gets confused for some reason and cancels the refund before it is dispersed. My wife has spent hours and hours on the phone dealing with this.

So they took the table back, but never gave us our money. In total, we paid West Elm over $600 essentially as a donation. Every time a check is ordered to us, someone else at the company cancels it because they're not sure what's going on. Which is frustrating, because their customer service is so helpful on the phone. If you're lucky enough to get a piece of furniture delivered intact, good for you! If you decide you want a refund - good luck.

If anyone reads this and has any advice for us, we'd really appreciate it. After months, we are now entering Christmas without a dining table because we'd need the refund to afford to buy a new one. I will never buy from West Elm again, no matter how nice a deal is or a piece of furniture looks - because they cannot be trusted, and are too unorganized and bureaucratic to actually solve problems like this.

We contacted West Elm customer service, however their response showed a complete lack of concern, and it appears that my wife and I have no choice but to eat the cost. At $300 per chair, we’re pretty angry at the poor quality and customer service, and we’ve come to the painful realization that we never should have bought these chairs. We strongly recommend against buying from West Elm.

Even after all this we are still getting promotional email asking us to buy mugs we already purchased and didn’t get. There is nowhere on website that we can leave review about product or service. They do not have email contact so we can keep record of what was happening. And, not every time packages gets stolen. Apologies for long read but we are still confused and frustrated how this store is still in business? Gas is too expensive to run around for each and every thing.

After waiting 2 months for the refund I called and asked about it only to be told by a supervisor that it wasn't possible and the best they could do was $250 out of the $1200 they needed refund me. I got them to escalate the issue and finally someone was willing to process the refund in full, but they wouldn't give any kind of discount for the fact that I have gone 7 months with out bathroom sinks, spent several hours on the phone with customer service and delivery, and had to store one of the broken slabs (which they still have not come to pick up) for months. All the escalation supervisor was willing to offer me was 5% off a full priced item. I would not recommend that anyone shop at West Elm. Bad logistics and even worse customer service.

After waiting for so long and being without a table to eat on and the thousands of dollars I spent at this place and this was the treatment I received. I asked on the phone to speak with a manager and their Rep Alexis would not put me through. Offering to give 20% for store credit, at this point we were just defeated from this whole process. I will not be purchasing furniture from West Elm ever again and will be sure to share my experience with anyone who will listen.

That window was moved out a month for no apparent reason and with no warning. I contacted their customer service to cancel the order (regretting that I hadn't listened to these reviews in the first place). The customer service person confirmed they had the table STILL IN STOCK. They told me to wait a week if there's been no movement to call back and cancel. MIRACULOUSLY THE NEXT DAY the order status was changed to "In Transit from Distribution Center" which just happens to be the STATUS THAT MEANS THAT I CAN'T CANCEL THE ORDER!!! And it's sat in that status for a MONTH!!! I'm never getting this stupid table and I just want this nightmare to end.

Called one week later to follow up on the pick up of the nightstand again only to find out there is no replacement and no one ordered the replacement footboard. I'm not told they have to reorder the entire bed and will deliver it via UPS and then I can call to schedule to have it put together...So nice..Two more appointments. I requested to keep the nightstand at no cost (and will attempt to repair) and a discount on the other pieces considering the issues and inconveniences. I was told this was not an option despite it being offered previously. The only thing I was offered was a full refund and pick up of all items...

This company does not follow through on what they say. I have paid in full and have been offered no compensation. I have no ETA on when a replacement piece will be available. I now get to schedule time off work at least three more times until this is resolved if it is ever resolved. The communication is non-existent. There is no empathy. Spend your money somewhere else.

Call customer service again, and they said they still can't find the table top! Then why did you give us a delivery date? The customer service rep had no sense of apology (we didn't expect one from her but as a rep of the company). Has to be one of our worse experiences with a store with no hint of trying to make things right, at least throw a discount or something for the troubles/delays. If you're looking to order from West Elm, proceed with caution. You may not get your delivery within a reasonable or even confirmed time frame.

I have spent almost a full week in hours over the phone or on hold, trying to get a refund that I was told was refunded the first day I called. It's to the point that I am still waiting on the refund and at the managerial level and still not getting a simple refund. The system and organization of customer service, delivery problems, and complete unacceptable way of tending to customers, taking no responsibility, taking advantage of them and not upholding customer rights or protections, the disregard and disrespect is actually just insane. I'm now looking into my options for lawyers or contacting corporate.

10/25 - I called to get a time confirmation, I’m informed that delivery hasn’t been scheduled. But I was told on 21st that they’ll put me in the 10/26 schedule? I’m on hold for 40 minutes to then get hung up on. Called again and they said they sent an email that I should still get it delivered. I also sent an email to customer service and the reply was that it was scheduled for 10/26 and that the driver was sick on the 21st. So, driver was sick or a problem with the truck? Which is it?

10/26 - came and went, another day off from work missed. 2 days of work missed by this time. 10/27 - I call, on hold for 46 minutes and scheduled again for 11/1/22. 11/1/22. Driver shows up about 30 minutes early of scheduled time. Great right? Fernando and two other workers are bringing my bed in, I’m relieved. Then I hear in Spanish, “Oh well, it’s not our fault” I hear that, and I go in the bedroom and say in “Spanish” "What’s not your fault?" Fernando proceeds to tell me that there’s a piece missing, yes the other half of the bed!! I can’t believe it! He says, it will probably take a few days to get the other part. Has me sign for the pieces I did receive and they leave, as they leave a bunch of dirt all over my living room.

11/1/22. I sent an email to please get a call, I’m told that they’re trying to see what happened, that it may take up to 7 days!! 7!! To find out what happened to the other part of the bed? Doesn’t a driver get a manifest of everything they need to take? Yes they do, because Fernando showed me that, so why didn’t they ensure that they had all of the pieces? 11/2 - I called the delivery service to find out what happened. They say: It shows delivered, nothing missing! WHAT??? *A new bed was ordered because it was easier to re-order a bed than to find the missing part and deliver it. 11/30-12/20 - new delivery date. 12/6 - Delivery date. I was told that they would assemble the bed and pick up the half of the other bed that was delivered back in October.

12/6 - They delivered the bed. Yay right? Driver brings in all the boxes in the living room, wait, but you are supposed to assemble the bed, I paid for that. Also, you need to take back the other half of the bed that was delivered last time. His response: I don't do that. I only deliver. You have to schedule a different time for pick up and to assemble your bed. What?? I am currently on hold, been on hold for 27 minutes and they are just finding out why the delivery driver didn't pick up and assemble the bed.

The delivery time you are initially promised when your order is placed is not the delivery to you, the customer who has just paid for the furniture. Unbeknownst to you, that delivery date is to their delivery center somewhere near you, then another delivery date has to be scheduled by them to you in order to ultimately get the piece of furniture you ordered months ago. Unethical, misleading, false advertising, SCAM.

I have documented every email and phone call made to West Elm on this matter. I have spent countless hours, phone calls to West Elm and the their supervisors and escalation department who just does nothing. Today supervisor just sat on the phone and killed time so she didn't have to hang up. Wanted me to hang up without resolve. Wasting my time when I just want my furniture. West Elm just be responsible and accountable to the simple task of this very basic exchange...You sell furniture, I paid for furniture plus delivery fee. West Elm has not delivered in months. Perhaps class action lawsuit and consumer protection laws need to be considered by all West Elm customers who are being abused by West Elm non delivery. Will West Elm respond? Will I ever get my chair?

We have now been charged FULL price and have been waiting for about a month on tracking information or delivery confirmation and have received NOTHING. I am not able to get in touch with claims or corporate because the representatives "Don't know" the number or how to transfer me. This has become a complete nightmare and we will never utilize West Elm products or services again for personal and business projects.

Now, going on 2 mos, no update, no delivery, but now my CREDIT CARD has ALREADY been CHARGED FOR NOTHING. Paying interest for nothing. Status is still same as when ordered at beginning of Nov. so their chat service person was untruthful about where product is (and isn’t) and we’re still here with no furniture, no delivery update, and won’t help me cancel, but product hasn’t moved from very beginning and now my card has been charged in full. This is my first (and will be last) time of doing business with West Elm. I will be cancelling, somehow. Major disappointment.

The furniture has been installed in our home, an entire bathroom designed around it, and now we are being forced to spend an extra 1.5k out of pocket to source our own countertop. We have have MANY other frustrating experiences including twice needing to call multiple times to actually receive a refund for items fully returned to them. We ordered a large mirror to hang horizontally (it literally says "only hangs horizontally" on their website) and the one they sent us could ONLY hang vertically. They sent us a product that doesn't even exist! And when we asked for a replacement they said it was indefinitely backordered. DO NOT ORDER ANYTHING FROM WEST ELM.

Also, The third seat/corner piece attaches to the sofa by clips that were manufactured in a misaligned way, so the sofa is unable to fit together and be straight. In addition, the seams are uneven and cause awkward pouching, puckering, and denting throughout the sofa. The delivery men sent photos of the staining and defects to customer service. We then spoke with an unfriendly representative who offered a 20% “as is” discounted final price. This is a kind offer, however the condition of the sofa is NOT better than those we saw at the West Elm outlet for 50% off and we had decided to pay full retail price to receive a better condition piece of furniture.

I asked if they would discount it more to better justify the still high price while damaged. Unfortunately they would not offer a discount above 25% and that did not seem reasonable for the poor condition. Instead of keeping it, we asked to be issued a refund and are scheduling a time for the sofa to be picked up and returned. I am so very disappointed with this experience. West Elm is held to a higher standard than this and should put significantly more care into their manufacturing and quality assurance.

In addition, I ordered a rug on November 4 (listed as in stock). In the same customer service call, I asked about it's delivery because the delivery window was ending this week and the web site said that white glove delivery had been scheduled (but I never had a call to schedule it). The guy assured me I would get a call within a day. He could see it in the records, he said. Guess what? No call. I wanted the chairs for a big Thanksgiving dinner. Didn't have them. Now I have a Christmas dinner on Dec. 15. I would love to have them (and the new rug), but I am doubtful. Bottom line-- don't count on delivery dates AT ALL from this company.

I work full time in the office and had plans that weekend but changed my weekend plans because I wanted to ensure the couch would be fixed before I had house guests arriving the following week. The repair person arrived but had not been told it was unassembled, so he could not fix it/assemble it himself. At that point, I decided that fixing it was clearly not easier and found it was also stained, so I continuously reached out to Westelm until it could be arranged to have a new unbroken, unstained couch delivered, and the broken, unassembled couch returned.

In the meantime, my house guests slept on the floor, amidst the parts of the broken couch as I live in an apartment with limited space. I patiently waited for the new couch to arrive, but on the last day of the delivery window, saw no movement via the order tracking system and called West Elm. The person on the line was very kind and tried her best to help. She told me she could put in a “ticket” to expedite the couch and the new one would arrive (while the old one would be taken away) the following week.

The night before my delivery I was called by different West Elm staff and told half the couch would not be arriving that day. Feeling completely out of options and so frustrated with another round of house guests coming I scheduled my day around delivery again. Even though it was only half of the couch, I figured at least they would take the broken pieces away. Received no notice, and decided to call. I was then rather rudely told that neither parts of the couch would come, nor would a delivery team be coming to take the pieces of the broken couch. Though delivery is now scheduled for next week I simply do not have time to schedule my life around it again. I don't want to deal with another delivery/pick-up team which, at this point, I have zero faith in and I want a full refund.

Original Review: Dec. 1, 2022

I ordered a sectional that was $ 3700 on Nov 8 by carefully looking at the "estimate delivery" dates on the company website. My choice was partly based on the delivery date - Dec 22-Jan 7. I received an email yesterday that it will be delayed to Jan 12 - Feb 1. The customer service said the vendor will not let me cancel it because it's made to order and they are midway done.

After such a frustrating phone call, I searched for reviews and found tons of articles about West Elm's horrible practice on delay after delay for years! While I feel stupid to spend such a money without looking for the reviews, I am appalled to see that the company is allowed to continue such an unethical practice. It is too much to ask for such a big corp to care customers' big purchase from the money most people worked hard to earn. For me, it was a huge decision to spend from money I've earned from working through the pandemic day and night at an emergency department. It is unethical, uncaring, disrespectful, and wrong. I hope my review will help next customer to think twice about buying from West Elm.

I then noticed that I got a refund, but was still charged $222 for the delivery fee. I requested a full refund and let them know that I also prevented them from having to incur a pickup charge due to their lack of follow-through on my cancellation. They told me no. I asked to speak to a manager and was hung up on. This is a “William Sonoma” store and I expected better customer service than this. I read bad reviews but took a chance. I regret that. Buyer Beware. Bad customer service from the start likely also means bad customer service if you take shipment and have issues.

Original Review: Nov. 29, 2022

I purchased the Drake Sectional in Twill Regal Blue in April 2019 and it was delivered in May 2019. By March 2020 it was already showing excessive wear as if the fabric was brushed excessively. It became fuzzy and looked dirty all the time. I asked for help in the stores. One person recommended a fabric trimmer. Others including a former associate said they always have issues with that particular fabric. I called customer service and they said they could do nothing. Out of the blue they sent a replacement to me. I tried to get them to substitute a different fabric as I REALLY love the sectional, just not the fabric. They refused. So the new one arrived about a year after the original. The same issue happened and was told there is nothing they can do about it. It's custom made. So 3 years after the initial purchase and two years after the replacement I am buying another sofa and paying extra for additional warranty. Not from West Elm.

I have owned a twill couch before (much cheaper) and this never happened. I realize it's only an $1800 sofa but the fabric should last longer than 2 years. This is clearly a defect as they do not even offer the fabric. Multiple associates confirmed there were issues. I was looking at a leather swivel chair with matching ottoman, the mid century 80" media console, 2 streamline marble side tables and the matching coffee table to complete my living room. I will be taking these purchases elsewhere this year and deal with companies that stand behind their products.

The bookshelves were scheduled to arrive in six weeks. Five weeks later there was still no update. After multiple phone calls they were finally able to track down the order and told me it would arrive in a week. I opted for doorstep delivery, which was already costly. $2000 worth of furniture was dropped off in front of my building in Brooklyn with no delivery notification. I took the day off to be able to let the carrier bring the boxes to my apartment just to find out hours later that they were sitting outside the whole time.

On top of that, one of the bookcases came faulty and crooked, the shelves did not line up and impossible to put together properly. I reached out yet again and they offered to send the replacement in two weeks. Five weeks later the order has not only not been shipped, it has not even been processed yet. In response to my email, they claimed the order has been out for delivery, which I replied to with a screenshot of the order page which clearly stated the order hasn’t been processed yet and asked them why they were providing false information or, simply put, lying to me. Now I’m in a process of fighting for a refund and might have to get my credit card company involved. I would never order anything on West Elm again. Such an overpriced pathetic poorly run company.

The first guy says they only have the big couch and not the two little sofas, and he can either cancel my whole order or send me the big sofa and I can keep waiting for the little ones, but he will not refund me for the part he isn't shipping, which is over 4K worth of product, but he can't tell me when it will ship. I've been waiting for 16 months roughly at this point, and you want to keep my money indefinitely? So, I ask for a supervisor. She tells me the shipment is lost. Great. The first guy would have just kept my money and left me waiting who knows how long until I bothered to call again to find out they were lost and they weren't doing anything to fix it. So, certainly they will refund me for them now, right? Nope. Same thing. Wait, or no refund.

It's completely against Visa and Mastercard's terms of service to bill this far out from shipment of product, and my only option was to get screwed and them keep my money, or to cancel the order and lose my place in line after waiting 16 months to replace it. Neither option is ok. To make it worse, it's made to order in China, and she tried to tell me it would be here mid December, when it's November 25th already. So, the factory in China is going to have time to make the couches, get a container, water transport them half way across the world, rail them to their hub, send them to my local Saint Louis hub for delivery, schedule with me, deliver to my house 3.5 hours away and all by mid December? Yeah right. I cancelled the whole order. Do not order here unless you like migraines.

Updated on 12/10/2022: I ordered two nightstands (full price) on Aug 10th w/ expected delivery by Sept-Oct. I waited only to see the delivery date pushed back multiple times until we got to Nov 11th. On Nov 11th West Elm charged my account and updated the tracking status to Shipped w/ expected delivery by 11/30 - 12/5. I call to ask for additional details and was told, "It's coming from California so it will take time but you should get an update in two weeks". No update. I call back and now hear, "No it's coming from NJ, I don't know why they told you California. Give it a couple of weeks."

It's 12/9 (past the 12/5 date to I go online and see an automated pushback again to 12/31). I email for an update and surprise surprise told, "Oh we just sent you an email saying we can deliver your furniture on 12/31." I have received no such email - and now they say, "It will be delivered on 12/31 which is our first available delivery date because we have a backlog at the NC distribution center". All the while sitting on my money in their account.

Also, when you post a bad review here they ask via private message that you email them at some obscure email address for "escalated" support. Those people are no better - how do I know? Because all that back and forth with California and NJ and 12/5 vs 12/31 was provided by the people they escalated my original Consumer Affairs complaint to. Check out AFA Stores online.

I just ordered a gorgeous credenza from them to replace a "lost" dresser I had cancelled w/ Pottery Barn taking over 4 months without arrival. The credenza is beautiful and sold also at Neiman Marcus to demonstrate the furniture quality at AFA Stores. Their website reads "available in 2 weeks" - Guess what? I got it in 2 weeks. Don't trust West Elm, Pottery Barn, or William Sonoma. They are scamming everyone by first lying and saying their crappy furniture is made in the USA (see the Federal lawsuit on that one) and next by claiming the furniture is available and "in transit". It is not. It is all stuck on a boat from China.

Original Review: Ordered two nightstands on Aug 10th. When I ordered them they showed an availability date in Sept. We are now in November and I was charged for the pieces on 11/11 because they had shipped from California per my call with a West Elm associate. It would take until Nov 20th she said to reach the hub. It’s the 25th now and I called and was told they are now coming from Jersey with an estimated date to reach the hub by 12/6. Then I would get a call for delivery they said. I have escalated the case because of all the run around. Oh and I was hung up on by one rep when they couldn’t get their story straight and I called them out on it. Nice.

I am one more date push away from cancelling this order. West elm is sitting on the money they charged me and I don’t have the goods. How is this ok? To think of the interest they collect daily on the money they charge without having to deliver furniture must be astounding. All of these companies are engaged in dubious business practices. That is Pottery Barn, west elm, and William Sonoma. I ordered a stand from WS with an in stock availability and it’s now back ordered. Until December. They are lying on their websites to save business but that is deceitful to the consumer. We are duped into submitting the orders and paying our money while we wait with nothing but lies on where our merchandise is or when it will ever arrive.

NOWHERE ON THEIR WEBSITE IS FINAL SALE SHOWING ON THIS ITEM. SUMI FOREST SHEET SET. I now have been asked to call again in a few days to determine if they will return my money to my bank acct. (which is where I have requested all along). Someone had placed my money in a store merchandise card. I don't want that and have asked repeatedly to return my money to my bank acct. I'm done with West Elm.

The last update on my account is that the sectional was shipped on September 30th. So it shipped over a month ago and is... somewhere but we don't know where. I received an email from customer service on November 3rd saying that the sectional was at the hub as of 10/29 but had not yet been unloaded due to a staff shortage. In that same email the representative said I should expect an email within 3-5 days from the delivery hub with an update. I have not heard from the delivery hub and now customer service is back to saying that the sectional has not even arrived at the hub after a month (!!!).

I’m so confused and frustrated, and I don't understand how they can not know where my sectional. It is also concerning that Welst Elm continues to mislead customers with delivery times. Ironically, if I were to go to the West Elm website right now and order the exact same couch, it has an expected delivery date of 4-5 weeks... how is that possible when my order, placed in September isn't even expected within a month?

I understand delays, but those should be communicated to customers upfront. If I order a couch in September and you tell me it’ll be delivered by October 29th, then I expect to have it by then or at the very least to know where I am in the process. It’s now November and nobody knows where my $4000+ sectional is. That’s concerning. The sectional was a big investment for me and not being able to get clear/consistent information on its status isn’t fair to me as a customer. I wish I had read the reviews for West Elm before trusting them with such a large purchase. No matter how cute the sectional looks, I would highly recommend going elsewhere for your purchase. At this point, I'm trying to get a refund so I can place an order elsewhere. Fingers crossed!

Original Review: Nov. 11, 2022

I bought the Harris sofa at the end of August, and while it arrived in October as scheduled, the fabric is terrible. I did not order a swatch, but relied upon the description on the website that states, in part, “versatile chenille tweed has soft texture…”. This fabric is the opposite of soft. It is rough and scratchy. I’m extremely disappointed and the sofa cannot be returned because it was made to order. And it was not cheap. Buyer beware.

Original Review: 2 months of delay for a couch, no updates or follow up through the whole thing. I ordered the couch in JULY 2022, I got it finally YESTERDAY (Nov 2022). I have to waste a lot of time calling customer service and the delivery center repeatedly to get my order. Customer service rep a couple weeks ago tells me I have to call back AFTER delivery to get some kind of compensation. I call today and they said "their policy changed" and there would be NOTHING. So basically I'm SOL and they have $3000 of my money, and all of my wasted time.

Absolutely horrible company policy and terrible treatment of customers, basically lets us know they they don't give a damn and pretty proud of it too. Worst way to do business and this is from a super large corporation that owns several furniture chains. They believe they can weather horrible treatment of customers just because they're a big brand. Williams-Sonoma owns Pottery Barn and West Elm just to name a few. Completely lost my trust in all of these brands thanks to this experience!

I called West Elm Customer service who were apologetic but could not help - the solution was to order another sofa with Dec delivery date. I asked the agent to escalate the issue with his manager and see if they could deliver sooner, agent called me back to say they could not, delivery would be 17 December. I WILL NEVER BUY ANOTHER PIECE OF ANYTHING FROM WEST ELM again.

The delivery time you are initially promised when your order is placed is not the delivery to you, the customer who has just paid for the furniture. Unbeknownst to you, that delivery date is to their delivery center somewhere near you, then another delivery date has to be scheduled by them to you in order to ultimately get the piece of furniture you ordered months ago. Unethical, misleading, false advertising, heinous business practice. Zero integrity.

I have spent countless hours, 5 phone calls, 7 different humans, including one "supervisor" whose baby was screaming in the background and could not provide any level of service. Apologies that are meaningless and they just continue to do business this way with no accountability. I just want my furniture. West Elm just be accountable to the simple task of this very basic exchange...you sell furniture and say you will deliver it. I buy said furniture but you do not deliver. Something is fundamentally wrong with this company!

Original Review: DON'T spend your money there, they sold us a dining set back in Aug with delivery expectation of 2 to 3 weeks, it is Nov now and every single time I call to follow up they promising me next week, items are missing, order incomplete, they lie to you every single time, no manager to talk to, trust me. They just hold on to your money and no customer service, for God sake don't waste your money and time with them.

There is a disconnect between customer service, the warehouse and the delivery center. There is no way to directly communicate with the delivery center for the customer service agents. I have a strong suspicion that whoever is answering issues from the delivery center is merely trying to clear their inbox. At this point, I'd rent a truck to go get my couch, but it's not even clear if it is 100% in the delivery center. All the delivery frustration aside, the real issue is that West Elm has had ~$6000 of my money for 76 days and claims that my product has "shipped". Nothing has shipped. It's just been moved to a different warehouse... a warehouse that they cannot confirm actually has my product. To add insult to injury, customer service claims that the delivery center is 12 weeks behind.

Believe it or not, I still want this couch. My proposed solution? I want detailed information about where my product is and exactly when it will be delivered. No more estimations. I want my charge reversed until the product leaves the delivery center (aka is shipped). West Elm has no right to charge a customer for an item that has not shipped TO THE CUSTOMER.

After not hearing back from West Elm for several weeks, we started calling them again to schedule a delivery date, which was meant to be tomorrow. However, we just received notification that our items are still "in transit" and will not be delivered. Customer service doesn't know where the items are, and have guided towards another 2-4 weeks. Unfortunately, we were meant to have family visit, who now need to cancel their trip because they have nowhere to sleep.

The white glove delivery service (Ryder) was extremely unprofessional, and rude. They told me under no uncertain terms that my order had been canceled by West Elm and that it was not their problem, it was my problem. They would not be looking into the issue further. I called West Elm Customer Service again to see if my order had actually been cancelled, and was transferred over 10 times, asking MULTIPLE times to be connected with a supervisor. I was told that my order was not cancelled but that I could not communicate directly with a supervisor, but was assured one would call me back in 25-35 minutes--3 Hours passed without a call back.

I called customer service AGAIN at 1:35 PM immediately asking to be connected with a supervisor, but my request was denied. Instead I could relay my issue for the thousandth time to a customer service rep who would relay the issue to the supervisor via messenger. I was told there was nothing the supervisor could do, and instead told to contact the white glove delivery service AGAIN. Finally, after a lot of back and forth the supervisor agreed to reach out to Ryder directly and I was told that they MAY have received my sofa yesterday but I was given NO other explanation or instructions. I specifically asked why I was told multiple times by multiple people that my order had been cancelled, and why nobody (West Elm Customer Service or Ryder) would guarantee my sofa even existed or would be delivered and I received NO RESPONSE. Instead I was once again told that the supervisor would call me back, "maybe this evening".

When I asked the customer service representative how to escalate the issue and ensure that I would actually receive my sofa if I don't hear back from the supervisor (Renita **, customer service lead)--since I had already been promised a call back earlier in the day, I was told that I would need to call West Elm Customer Service YET AGAIN and ask to speak with a supervisor AGAIN.

My issue has NOT been resolved, and the customer service on both ends (West Elm and Ryder--White Glove Delivery Service) has been unacceptable. Not being able to ensure that the customer receives their purchase means that I have spent almost $2800 on a product that I may never receive. I have spent countless hours on the phone with both West Elm and Ryder with no resolution in sight. If you're considering making a furniture purchase from West Elm consider this a serious sign to look elsewhere.

I’ve called customer service twice, being told essentially the same thing, that there’s nothing they can do. I placed my order on 10/16/22, and my order is now expected to deliver in March of 2023. I’m incredibly upset as I purchased this as a Christmas gift far in advance, knowing the company’s renowned for scamming customers in regards to delivery time.

West Elm is despicable by clearly taking advantage of customers. I understand supply chain has been impacted by the pandemic, but there is years worth of documentation online highlighting the scam this company has been running. I don’t plan on cancelling my order, because, again, it is a gift. However, I will never purchase from West Elm or any of its affiliates considering the blatant violation of trust this company abuses as a way to make profit.

The last order was placed in May 2022, the delivery of the second piece of that order was made on Saturday, November 5, 2022 after dealing myself with the delivery company. It's awkward that such a nice piece of furniture is managed by these people, I'm done with West Elm, there must be other companies with the same type of furniture with serious customer service. By the way, Ms. Angelica wastes no time replying "Thank you for contacting us. We sincerely apologize for the recent experience with your order from West Elm Furniture. Could you email us at support@?", That will not change the way I see West Elm now.

Finally came in was going to be delivered to my house Sept. 19, just in time for the construction crew to put it before my wedding, delivery hub canceled, wanted to reschedule day of my wedding, told them I couldn’t. So they scheduled upon my return from my honeymoon Oct 15, confirmed again on Oct 14. Called 15 minutes before scheduled delivery on October 15 to tell me they couldn’t find my product. Still can’t find it, again it’s November. So called West Elm again, probably my 5th to 6th call by this time, annoyed. They place a new order, it came in finally today November, they can’t deliver it from the delivery center 2 hours away, until December 14th. Obviously, I’m fearful it will either get broken or lost like the ones in the past and have to start this 7 month process all over again.

On top of all of that, I placed an order in July, we well for a bed, two nightstands, 72-inch dresser, and an additional 52-inch vanity/desk. I have received the bed and vanity/desk in good condition. The dresser came broken and sent that back, and still have not received any nightstands. They finally all came in Oct 27th 2022. But when I went to schedule my delivery, they had no drivers to allocate to my location. Annoyed and frustrated, I called and emailed the delivery hub, with no answers but, "We will call you when we have a delivery date available." Every day I checked online. I called West Elm multiple times, with promises they would call me back, never once received a callback. Spent probably 6 hours on the phone with West Elm in the last week. The last customer service rep, told me she didn’t know what to do, she has never heard of something like this happening.

I asked if I could cancel the rest of my orders on one condition, I could return the items I had ordered including two mirrors and two vanity lights that if I had to start from scratch of designing these matching rooms I no longer needed their overpriced mirror and lights. The only problem I wouldn’t get my money back for any items I returned until they picked them up and had them in their possession. This was a HUGE problem, they had no one to deliver the furniture that is currently still in a warehouse two hours from me, (probably on the expressway to being damaged or lost.) When would these people come get my returns?? And WHY would I have to be the storage unit for West Elm until they could send someone? Best thing ever is you pay a 200-dollar delivery fee each order… but the third-party company can take a month plus ri deliver, misplace items, and break items.

When you ask West Elm customer service, they say they are not in charge of them and can only give you answers once the delivery company gives them answers. I would hate to know how much West Elm pays this third-party company for delivering items when they don’t actually do as contracted? I have never been so disappointed in a company in my life. My neighbor just recently ordered maybe between her damage items and my missing items what we both have left we acceptable items we might actually have a bedroom set. But I doubt it. Currently still waiting for a callback and explanation and actually help after spending 11 grand with a company. Definitely learned my lesson and will not order my living room, kitchen or sunroom furniture from a company that makes it impossible to finish a remodel.

Original Review: Nov. 4, 2022

I ordered three pieces of furniture in August with expected delivery in late October or early November. Delivery has been a major mess. Delivery was scheduled and then the day before (Friday) I was called and told delivery was in three hours. Since it was at my alternate residence 3 hours away that was a major problem. After an hour and a half on the phone, I found out that the truck left on Friday and that the delivery was still on schedule for Saturday 10/29 (when expected). I also found out that only two of three pieces made the truck because they couldn't find it in the warehouse. Delivery was rescheduled for the 3rd piece the following Saturday 11/5.

Two pieces arrived on 10/29 and the delivery went well. The truck arrived a few minutes ahead of schedule. The delivery personnel put the two pieces in place and even put the TV back on the TV table. The two pieces of furniture are nice and I am happy with the two pieces of furniture I got and the delivery itself. So now we come to 11/4 and I've received no notice of the delivery for the next day. I check on the website and it claims my $900 missing piece of furniture has already been delivered! After about 30 minutes I get someone at scheduling who at least agreed that the piece had not been delivered.

He then sends me to the Hub in the Boston area where I wait another 20 minutes. At that point I found out that the missing piece had been scheduled, canceled, and never rescheduled. I was not contacted in any way. My impression is that it would never have been scheduled if I hadn't called. I found out the truck had already left (it's a 2 day round trip) and that the next delivery date was Saturday 11/12. I'm told that the date has been scheduled but I have yet to see a confirmation e-mail or text after 3 hours.

The website inspires absolutely no confidence, as it now says my missing item was delivered twice. I wouldn't be surprised if my credit card ended up with another charge, though that hasn't happened yet. The website only shows my order if I put in the order number - it shows I have no order history if I just login. Key Rewards also fails to show any points for $3,200 worth of orders.

My local West Elm store was also closed after I made the order but before I received anything, so I'm stuck with the phone to get any sort of help. That's where the saga is currently. I'll update this review as events happen. While I really like the furniture, actually getting it has been a real problem. The problems are with their order fulfillment software and the dispatching at the Hub. In-store and the actual delivery personnel on the truck did well. However, given my experience so far, I'm really reluctant to buy anything else from this company that I can't actually carry out of the store.

You can call and ask for an update but the customer service reps, while very nice, can tell you little to nothing about your order. Basically their excuses have been, delivery delays, supply chain issues, and weather at one point. They are also not empowered to do anything for you, and they say they’ll put in some type of request to have a supervisor reach out but that never happens either. Today I was told two different things about the table on order, first it is backordered and then while the cs rep was speaking with a supervisor I got hung up on, the second person I spoke with told me the first person gave me wrong info and there were multiple delivery delays but they did have it. She put in a request to have someone contact me, but I am not holding my breath. It just a big run around, no one helps you. Coming up on 90 days since the order was initially placed, for something that was supposedly in stock seems like it could have been delivered by now.

The other terrible part is you pay for everything up front, so they have your money and you have basically no options. The holidays are coming but mainly I am just sick of living without a table, I’d love some options to get something or a refund and some sort of compensation for the absolutely terrible service. The recent saying that you have to lower your expectations is absolutely true when dealing with this company, I am sure nothing will happen and I’ll call back in another week and be told a bunch of new stories.

I looked at the email for the day of delivery and clicked on a link to track the shipment, which immediately displayed that my order was canceled. I then called the number provided on the response that informed me that the delivery was canceled and that I had to reschedule. I spoke with a representative and they told me that they did not have any of the items and that it appeared that they would ship in another month. I then called customer service and talked to someone who transferred me to the furniture department. This person informed me that he could set up a delivery date in less than a week.

On 11/03 2022 I received a phone call stating that my delivery for this Friday is only for one desk and that all of the other items are not in stock for delivery. This is odd as the desk was supposedly the only item that delayed the shipment from being delivered in September. On the day scheduled for the delivery set again they called and cancelled the delivery as only one item was in stock and they need all of them in stock to initiate a delivery. On 11/04/2022, I called West Elm customer service and tried to cancel due to all of the delays, wasting my time on delivery days set and phone calls but I could only cancel one item. The rest have to supposedly show up at the final warehouse to initiate a refund months away.

I called (as I have done many times now), but this time the customer service rep couldn't figure out where the sofa was. She called the delivery hub, she called Fidelitone, and there was no record of the location. I couldn't believe it. I gave up - a delay of 4 months for quick ship (my house is empty and needs a couch) was not okay, and I either needed to schedule delivery or be refunded. So, I was refunded since they could not find the location of the item. And then to add insult to injury, they didn't refund the shipping fee - I was not refunded $300 because I "had cancelled". I couldn't believe it. After hours on the phone, they finally agreed to refund shipping This was just one of 3 quick ship items I ordered - each a disaster. And the emails and calls only made things worse.

One time I sent an email to customer service carefully itemizing the orders and asking for help, and the representative responded to my email only addressing the first order - and then got the information all wrong! On one item (drum coffee table) - the item arrived completed destroy, and I had to fight to get them to take it back. Then they sent a follow on item - and it was not the item I purchased. Seriously, how could this get worse? I did finally receive the right drum coffee table after many phone calls and being passed around from one department to the next. And the quick ship rug -- that was another story as well. I'm so sad - I love the design but the company is a disaster - and on the verge of fraudulent.

Here I am, 3 months later, starting from scratch on trying to find a sofa - that should have been in my living room "quick ship" months ago, having wasted countless hours trying to find out the status and whereabouts. And my order numbers for verification of the purchases: Rug: **, Harmony sofa: **, Drum coffee table: ** (destroyed in transit and re-ordered as: **). I am so sad, but no beautiful design is worth the frustration I have gone through.

Finally I wanted to be done with this hassle but GUESS WHAT...ONLY 4 CHAIRS DELIVERED INSTEAD OF 6. Called customer again multiple times in-between at work. Long holds and no resolution to the problem. As per West Elm, 6 chairs were dispatched but since I only received 4 the matter needed to be investigated and was told I would be receiving call back within 30 minutes with an update on the issue. Call back never happened.

Called the store at huntington. Lory received the call and stated both managers in the store were not available; one on break and the other one on the phone. Was promised a call back in 30 minutes which never happened. Called back the phone again after 30 mins and requested to speak to Lori but she was on break at that point so had to repeat the same story again for the 10th time I guess by then. Manager Michele or someone who I was speaking to simply said they can't help me since it was the delivery issue. At this point, I'm just very disappointed by the service at West Elm. There has been no acknowledgment of this ongoing issue. This is just unacceptable.

First order was a bed, dressers, and nightstands. Original delivery window was 8/20 – 9/3/22. Received notification that dressers and nightstands are ready to schedule for delivery, but still waiting for the bed to arrive at the local distribution center. On subsequent calls the rep would change the story and say no, the bed is in Florida, we’re still waiting for the dressers, which are stuck at the regional hub in Georgia. I made several other calls about this and the reps would repeatedly change the information about which was already in Florida(bed or dressers) depending who I spoke with.

Repeatedly tell me the issue is that their Florida delivery center is not accepting deliveries and that the bed is stuck in Georgia. If they know that, why do they keep just shifting out the delivery window every 3 weeks? They should at least attempt to provide an accurate guess of when Florida will start accepting deliveries so I can plan around that instead of providing an intentionally misleading, shorter delivery expectation.

On 10/27 I received notification that the entire order was ready to schedule for delivery. But this also included a notification that the order for my bed had been cancelled and re-ordered. I called to confirm that everything was in fact ready to schedule for delivery. They conferenced in a Ryder representative from the local distribution center who confirmed that they did not have the bed, just the dressers and nightstands. When I asked why after waiting two months I got notification that the order was ready to schedule he just said “sometimes customers get messages in error.”

When I explained to a customer service rep that I need better information about expected delivery timing because if it’s going to take too long I may need to cancel the order, her response was “you should just cancel the order.” Had previously been told if I cancelled the order I would not be refunded the shipping/white glove service amount. Have asked repeatedly to speak to a supervisor and have never been put into contact with one. Have been told repeatedly one will call me and they never have. One time after waiting on the phone for an hour, and after two previous failed attempts to connect me to a supervisor, I was told I would be transferred to a supervisor but was instead transferred to a physical Williams Sonoma store, who then hung up on me.

Spoke to a rep on 11/1 and she said that I should expect movement on the bed within a week. I pressed her on what that prediction was based on, and she finally admitted that it wasn’t based on anything and she made it up. It is now 3 months after my order. They still can’t even provide an estimate for when I will receive the bed. They still can’t explain why the bed was cancelled and re-ordered.

Second order was a planter and a rug, smaller items so theoretically should be easier to ship. Order placed 8/18/22 with a delivery window of 8/26 – 9/9/22. Received a notification that the order was ready to ship, but after a few days of no further movement I called customer service on 9/12. They told me that the items were being drop shipped by UPS and if I didn’t receive an update with a UPS tracking number by 9/14 to call back. Status remained the same “ready to ship” for another month. Called customer service several times again but they were not able to provide updates. On 10/12 they told me these items had been out of stock, which was causing the delay, but they had just received hundreds of items for both the rug and planter a few days previously. Stated my items had been weighed and packed, which was the final step before shipping.

I called on 10/28 and customer service rep told me that the planter had been out of stock this entire time and won’t be available until February of 2023 at the earlier. They still can’t tell me when the rug will ship. They canceled the order for the planter. I ordered a replacement planter from a competitor on 11/1 and received a tracking number for a shipment less than 24 hours later.

The first time I called the customer service, someone told me that the item is in transit and on the last leg to the hub. However, the next time I called for an update, the other representative shockingly told me that the top was still in the truck which never moved out of the garage from New Jersey!! After that every time I called in, the representative seemed trying to hit the bush with me and never told me exactly where was the truck. They always said it was in transit.

On the day of October 18th, I tracked the item from their website, the delivery date changed to October 31-November 18th without any notice. This is the only furniture brand that never inform us for delivery delay without any type of notice by call or email without any explain. What is worse is one of the representative dropped the line when I tried to get the more specific reason for the delay. I need my bathroom remodel done by October. Now after reading the reviews from other customers, I am skeptical if this vanity will be delivered on 11/18. This company's shipping department ruins my entire project schedule. If I knew the furniture can not deliver I would not choose this one. Very disappointed.

We have since received several emails, each notifying us of delays. We learned that a metal desk and a metal table, both listed as "available" when we paid, were on backorder and delayed about six weeks. We've received not one but TWO emails notifying us that a sleeper sofa that was custom ordered but in a very basic fabric, and one that we confirmed was IN STOCK at the time we ordered, will be delivered TWO MONTHS LATE, in mid-February 2023! This is two months after the original 6-8 week estimate! The West Elm corporate team cannot blame this on supply chain issues, though they use this as an excuse in the emails. IF the fabric was running low when I ordered, they should have, at that time, had this note in their system and noted the delay accordingly. If they are having labor issues, then they should have factored this into the delivery date ranges.

The latest delay is for a rather basic queen sleeper sofa, with a very common fabric for West Elm, made in the USA. We paid a decent amount for this sofa, and I am requesting from the store manager (who has been excellent through all this; I do not blame the store at all for this situation) that either this order be expedited and delivered before Christmas, replaced with a comparable sofa, in same or upgraded fabric that is in stock, or cancel the order. Bottom line is I need a sleeper sofa, and had I known a month ago there would be these delays, I would have gone to Living Spaces where items are delivered as promised. (I know because I've purchased items at Living Spaces before, and the customer experience and quality was excellent.)

If just one item was delayed I might understand, but the significant delay of THREE items, each available at the time West Elm took our credit card, is not acceptable. I do not blame the store for this. There is a serious issue with inventory systems at the corporate level, and now that I'm reading the other reviews on Consumer Affairs I'm regretting that I didn't see this site before I ordered.

Until West Elm fixes their systems, internal communications, inventory problems and is honest with customers, I cannot recommend buying anything from their site or stores unless the item is on the showroom floor and you can take it home same day. I love their designs and quality but this is absolutely a HORRIBLE experience for a customer. I hope this review is helpful to other shoppers. (I'm normally someone who only shares 5-star, glowing reviews, because I believe the world has enough negativity. But I cannot let West Elm get away with this.) Thank you.

We initially came to an understanding that I would receive compensation for such a horrific experience but only I keep the order open. The problem here is that I still don't have the table and we are now moving into Nov. My request is to cancel the order, issue a full refund, and issue compensation or a shopping credit as I now have to start a new process of locating a table before the holidays arrive.

Original Review: Oct. 27, 2022

TLDR: West Elm refused to cancel orders that had not yet been shipped and then told me it was "too late" to cancel. They are holding my $ hostage!

Issue 1: I placed an order for a $1000 table but changed my mind after seeing the delivery date was later than it said during the order process. Called 3 days later to cancel order and was told it was impossible to cancel the order because it was "in fulfillment". The order status on my end is "ordered". They told me to keep checking the shipping status for any "movement" and to call back then. WHYYYY??? Just cancel the order!

Issue 2: I ordered a matching bench for the table above after which I saw the table would not arrive for much longer. I called immediately to cancel the order and they told me it was "too early to cancel" and to call back in a hour. I called back an hour later and SURPRISE SURPRISE - it was now "too late to cancel". I literally had to take delivery of a bench I didn't want and send it back the next day. Such a waste of fuel and energy. Who knows if and when I will see a refund (and they'd better not deduct the shipping charges!).

Issue 3: I ordered a different bench from their open box offerings. It says it has shipped but provides no tracking information not does it say which shipping company they used to ship it.

Our first delivery attempt was set, and then cancelled within the hour of delivery. We took off work to be at home in order to wait for the delivery to come. Then our bed was delayed over and over again for months. The customer service team was actually very responsive, but their hands are obviously tied because of the logistical issues out of their control. It's not their fault that the company itself is one of the shadiest and untruthful that I've ever experienced. It has soured their brand for me, for life. You can't charge someone for a product and keep moving the goalposts for delivery multiple times. After the bed was finally delivered, it appears to be in good condition, and the guys that set it up were great. Again, if West Elm's website said "delivery expected in 2-3 months", I would not even be writing this review. Just bad vibes all around.

Also, customer service seems to be pre-emptively making up excuses for the next delay. I was told that the delivery center may not be able to receive my item because they are full and can only do so once they get other items out. Sounds like your problem not mine! Why do the customers have to suffer because you can't logistics?

Their website currently has the couch "in stock and ready to ship", "get it by 11/1 - 11/15". I now know this to be a complete lie. DO NOT ORDER FURNITURE OR ANYTHING FROM WEST ELM. Unless it's in the store and you can take it home with you, DO NOT ORDER FROM THEM. The website and their logistics is a complete scam, they take your money but do not deliver any goods or services. THE TIMES ON THEIR WEBSITE IS A LIE. I will be issuing a dispute with my CC company on this purchase.

First, West Elm said they had to place a cancellation request and in 5 days I would have an answer whether the order was cancelled or not. This is really frustrating, as this item was definitely not in production, so we should be able to cancel and obtain a refund 2 days after. Second, after 5 business days, the order was not cancelled. West Elm says that there's nothing they can do because a 3rd party vendor is manufacturing this item, and it depends on the vendor whether they want to cancel it or not. This is absolutely unacceptable, as I'm not doing business with a vendor, I purchased the items on West Elm's website.

For now my request is in limbo and nobody is able to give me a firm answer on what next steps are or whether I'll have my order cancelled. My family has purchased multiple West Elm pieces of furniture in the past, but I suppose this will be the last time.

My daughter has been sleeping on the floor waiting for her bed for months. I would a buy a similar one from a more reputable company but already spent $2000 on this one and they have apparently just absconded with it. How is this legal? Horrible company. I only afterwards realized they don’t post any reviews online and now it’s obvious why. DO NOT BUY FROM WEST ELM or its related company POTTERY BARN!!!

Second order was a bigger nightmare. Placed the order on July 2nd, for Anton dining table and two benches. Delivery promised for the same month. Scheduled the delivery for Aug 8th and only one bench shows up, not the second one or the table. 20 days later, scheduled a delivery for the rest of the order. Only one other bench shows up, not the dining table. They said they lost the table. They initiated a dock search for the table, never located it. They placed a “replacement order” delivery date for September.

Each interaction was hours on the phone. September date became October, then November. Each delay different excuse. They couldn’t find the truck, or the warehouse is over capacity, as if it’s a small company with no systems connected to each other for the right information. At this point I completely quit the company. Cancelled the order completely, and returning the benches we received for a full refund. Will get a new dining table from a competitor tomorrow. It’s really sad. It’s a company with $8B market cap, can’t meet basic obligations. Not sure how they are still in business.

I ordered a bed from West Elm on August 15th and received an initial delivery estimate in early to mid September. I waited and when Sept 15th came around, I received another email telling me that it would be delayed by another 4 weeks. At this time, I just waited through that time window again and when that window was ending (Oct 12th) I realized I still hadn't gotten any kind of confirmation that my order would be shipped. I went to track this order and it still showed that it was on route to a distribution center. Since I'd gotten no update, I called customer service and this was the first of many calls. I spoke with the first representative who told me that this would be delayed again and that I had not yet received an email notification but to keep tracking the order. I said "ok" and kept tracking the order.

Subsequently, I STILL didn't receive any confirmation and called back again a few days later. Customer service then said I should receive an email letting me schedule delivery in the next few days. I waited those days patiently like a fool while checking the order status periodically. On October 18th the status of my order suddenly changed on their website to "Delivered". Yay, right? As you can tell my compadres, it was no bueno. They had changed the order delivery status without me even having scheduled it NOR having delivering it. I was worried. I called customer service for a third time and their representative escalated this to a senior/lead who told me that I should receive that confirmation to deliver by Friday, Oct 21st.

Well folks, it's Oct 21st today and I had again not received any email about scheduling delivery and at this point it was over 2 months since I'd ordered with no realistic delivery deadline in sight. I called again, and this time requested a refund. The lady who I spoke with was very polite but told me that she could not refund my order as it was "in transit" (lol sure it was). I spoke with her for a bit of time and asked to be escalated to a senior again and mentioned that if West Elm really couldn't cancel an order that was not even shipped that I would process a charge-back with the credit card company whose card I'd used to purchase this bed. Suddenly, she was able to process a refund and began doing so.

Guess what folks? She refunded me for the bed and NOT the shipping (for a product that HAD NOT YET BEEN SHIPPED???) She told me it was against their refund policy to refund shipping. Lo and behold it really is and they have a specific section of their refund policy which states they will not refund shipping unless the product is delivered damaged. Turns out West Elm uses a third party for shipping and the money you pay is immediately used to pay them - and if you cancel due to the logistical train wreck that is West Elm's fumbling of delivery you are expected, as the customer, to eat the cost.

It amazes me that a company that brands itself as a high-end retailer can have such dog water, anti-consumer policies. Based on my unfortunately extensive interactions with West Elm's customer service it's pretty clear that this company does not have it together at all and I would not be surprised if they end up filing for Chapter 13 in the future. It's the only reasonable outcome for a company that is failing its customers on such a massive scale. Thanks for coming to my TED Talk.

I am writing this comment with extreme disappointment in regards to the services that I have been provided by your team of representatives. I placed two significant orders in Mid-July through your trade program. I am going to summarize the issues that I have faced from day 1 of placing these orders and ultimately look to you to make this right - as we are incredibly dissatisfied with how your team has handled our orders.

1. Upon entering the store for a design appointment - it became very clear very quickly that our designer was very new and had no knowledge of your furniture or how to even navigate your website. We were in the store for almost 4 hours - during that time, we had to explain to the designer how to navigate the website and give her recommendations of which pieces we thought would be a best fit. We were ultimately doing her job for her.

2. After leaving the store, the designer sent us the quote a few days later. It was missing a few items we discussed but not a huge deal initially. We sent her our comments and asked her to send through an update. Once updated, she proposed that we go through it on the phone, line by line as it was such a big order - again, a few things were missing and we also added a few more items.

She sent through what was suppose to be the final quote after the call - so much was wrong. (I.e missing items, wrong size duvets, 1 dining room chair instead of 4, 1 kitchen stool instead of 3). It was a mess. That was the final straw. We tried to be patient and understanding but with such large orders we needed assurance that it was going to be done right. I called the store and asked to speak with the manager and asked to be moved to a new designer after explaining the situation. She told us she would take care of us personally. Things were looking up…or so we thought.

3. Before placing the order we told the manager that we only wanted to order items that were in stock and ready to ship. She told us that everything we selected (with the exception of the Veda media cabinet) was in stock. In the end we were ok with the media cabinet being delayed. After placing the order, we started receiving notifications that some of the items were back ordered and would be delayed. Unfortunate…but fine. It was only a few weeks later than initially planned..we could deal with that..or so we thought.

4. Fast forward 3 months and hours and hours and hours spent on the phone with both customer service and Ryder we still do not have half of our orders and nobody seems to be able to tell us where the items are or when they are going to arrive!!

5. After calling the store pleading with the store manager she became very rude and hostile and told us that there is nothing further she can do for us and that we would have to work with a trade member representative with the B2B program….we were Never assigned to a B2B representative. I cannot even begin to tell you how unprofessional this woman was - it’s really sad that you have individuals like that representing your brand.

6. We were finally assigned a B2B representative and it was initially a breath of fresh air…until it wasn’t. Jonathan was GREAT at providing us updates and trying to track down our items…until he wasn’t. He has completely ghosted us. I have emailed and called him almost daily and have not heard a peep from him in over a week. This is so unacceptable.

7. I could go on and on about the poor service we have received. My husband and I have both wasted SO much of our own time trying to track down this furniture. It’s unbelievable. Once we finally reach someone on the phone, we never get the same story! You need to fix this now. I do not understand how such a well established company can be so poorly run and so dysfunctional. I am a huge fan of your furniture, but unfortunately this experience has completely changed my mind and I will be extremely hesitant to ever order from you again.

8. My question to you is 1) WHERE the heck is my furniture and WHEN will it arrive. And 2) what is west elm going to do to compensate me for the atrocious customer service and experience that we have had?

Sincerely a very dissatisfied and disappointed customer.

UPDATE -I am infuriated right now. I just spent the last 5.5 hours (absolutely no exaggerating) on the phone being transferred between various departments. I was told that 3 items my first order and 3 items on my second order were ready to be scheduled for delivery with Ryder. I was transferred to ryder only to be told that only ONE item on the first order was ready to be scheduled and ZERO items on the other order were ready. THIS IS RIDICULOUS.. This is absolutely NO way to treat your customers. DO BETTER.

I call numbers and no one answers and my e-mails are not responded to. Furthermore, notice how when you are on the website there is no way to see reviews on furniture. I realized that as I tried to make a complaint and now I understand why. This is a company where they LOOK good but the service and quality is horrible. Please don't spend your hard earned money here. If I could send pictures, I would show you how cheap it is.

They offered a worthless discount on replacement furniture, less than their seasonal sales, that now with increased prices from 6 months ago, would have still cost more than my original purchase. To make matters even worse, they also delivered a child's bed to my house which I didn't order, left it on my doorstep, where it didn't even have my name on the box shipping label. As it was a child's bed I managed to track down the correct recipient and delivered the bed to him, who also told me he had a terrible time with his order. DO NOT ORDER anything from West Elm online, if you must shop West Elm please only order items in stock at your local West Elm store.

I spent most of that morning on the phone talking from one representative to another because they kept transferring me without any answers for me. Now I am sitting at home without living room furniture even though West Elm charged my credit card since September 23 the almost $4,000.00 of a sectional that I do not have. When I call asking for answers, they always say: “I am sorry for the inconvenience” but still I get no solution to my problem. I am a very disappointed customer.

I believe they are fraudulently inducing shoppers to buy from them by advising that items are in-stock and available to ship within 3 days, when they KNOW that is untrue. In my case, they took my money, but never delivered the product I ordered. I am STILL waiting to receive my item which should have arrived on or around September 8, 2022.

On September 5, 2022 I ordered 2 items, Order No. **,: the Suri 13" Side Table, Terracotta; and the Miri 34" Coffee Table, Cerused White, Hammered Bronze which apparently came in two separate parts, the table top and the base. When I ordered these items, the West Elm website advised that these items were in stock available to ship within 3 days. Both the side table and the coffee table top were delivered without issue (I still have not unpacked the top of the coffee table). The base of the coffee table was not delivered.

When the base of the coffee table never arrived, I called customer service on September 14, 2022 and spoke with a man named Nicholas. Nicholas informed me that the table base was actually not in stock when I ordered it, but was now and was already on its way to me. He advised that it would be delivered within the week.

When the table didn't arrive again, I called customer service and spoke with Bonita and her supervisor on September 21, 2022. They informed me that my table base was in fact never shipped and had to be re-ordered. They sent me an Order Confirmation for Order No. **. The Order Confirmation estimated that the base would be delivered by September 28, 2022.

The table base was not delivered by September 28, 2022, so I again called customer service and spoke to Linda. Linda advised that again my table didn't appear to have ever actually shipped. She advised that my table base would be coming from a warehouse in Texas. She said that she "escalated" my issue and that I would hear from someone from West Elm within 48 hours with a resolution of my issue. No one from West Elm ever reached out to me.

Because no one from West Elm ever called, e-mailed or texted me, on October 6, 2022, I again called customer service and spoke with Anita. Anita again advised that she could see my escalation. She did not know why no one ever contacted me, and advised that she would escalate my issue again and that I should expect to hear from someone within 5-7 days.

I also spoke with a supervisor on October 6th that advised that she had located the exact truck my item was on, that it would be delivered within a week or at least scheduled for delivery. My table base has STILL never been delivered, and none of the alleged customer service "escalations" have ever even been followed-up on. No one has EVER reached out to me to resolve this issue.

They charge me for the chairs in the Beginning of September and I have not receive them yet. Today they move my dates again for November and I ended it cancelled the order. I am very disappointed with this company, I love their furniture but I paid over a thousand for 4 chairs, they charge me $150 for a door delivery and in top of that I have to deal with this … Unacceptable!

Today, I received 2 separate delivery notices, with a live map enabled to see where my delivery was. I then see that one of the deliveries updated to 'canceled' so I called and found that the ottoman was not put on the truck, but was assured, again, that the 3 piece sectional was on a truck and on its way to my house. Less than 1 hour later, I look at the live map for location and it now says 'canceled'. Calling back again, I learned that one piece, the rt. arm 2 of the couch hasn't been 'scanned'. I was instructed to call back tomorrow for the rt. arm status and then to call back Monday to check on the ottoman.

This actually happened to us about 5 years ago, but because the furniture was high quality we decided to try again. What a mistake. West Elm clearly has problems with being able to meet demand and manage inventory. It's such a shame that I spent over $10K and am having to call over and over again just trying to figure out where the furniture is and if I'll receive it. Never again. I'm considering whether we should pursue canceling the order altogether and asking for a refund.

I purchased 5 pieces of furniture from West Elm in August 2022. All items were in stock except a couch (2 week lead time). I was told that my order would be split up and shipped as they came in stock. One week after placing my order I was told that all of my items were delayed, they would only ship when they came in. The delay went from 2 weeks to 2 months. Over the next two months I saw my items arrive and was told only when ALL are in the warehouse I could set up a delivery.

I was informed in October that all of my items arrived and set up a delivery date/time. I was called at 8:30AM (1.5 hours before my delivery) that an item was missing and they were going to hold my entire order. I was on hold for 56 minutes (4 different calls) to speak to someone and was able to get my "partial" order. West Elm spent two days looking for my missing couch and can't find it (5 phone calls, 3 emails to support). I was told they need to issue a replacement. I was then told it will be two additional months to get the order in. I am now looking at a 4-5 month delay on something that was promised in 2 weeks. I also have NO couch because I was not told until 90 minutes prior to delivery that West Elm lost my couch. I asked for this to be expedited however I was told that it's not possible.

I have spoken to the warehouse, customer service email, customer service phone, and the local store. I am not getting any help other than "wait another 2 months". The customer service is HORRIBLE, nobody cares, nobody offered any other approach (expedite, discount) and I now have no couch. I see that Kimi T comments on these posts saying how much West Elm cares and to speak with support. I already have and nobody wants to help. If you are reading this, please do not bother to tell me how much anyone cares unless you can commit to resolving this issue and having West Elm find my missing couch or get a replacement in under 2 months. I suggest you make some real change at West Elm and maybe if your reps were sitting on the floor for 4 months a year waiting for furniture they would have some empathy for the horrible experiences they create for customers.

Original Review: Oct. 12, 2022

I bought a condo and chose West Elm for my bedroom and living room furniture. The design experience was delightful and I was very excited to fill out this empty condo. Now I regret it and can understand the shame and embarrassment the Fyre Fest victims may have felt. Scheduling delivery of the couch is what gave me first glimpse into this totally dysfunctional organization. I bought it on July 29th with an original delivery window of Sept 12th to 28th. They confirmed that the 27th was the delivery day but cancelled the day before and rescheduled a week later. 2nd delivery was a total no-show so I called the delivery center in Pompano Beach who after hours on hold told me “it's just coming off the truck now and will be available for delivery in a week.” 3rd delivery time was a no-show and the delivery center gave me the same “just got off the truck” line.

Today the delivery center says they have located the sofa in the back of the warehouse behind many large items which they can’t move until the end of this week. I have spent about 4 hours talking to various disconnected service reps and no one seems to be able to communicate with the warehouse. The CSR seem to have various audio and technical issues to make communication really difficult. My nightstand which was originally set for Aug 3 to 17th is MIA and it doesn’t seem to bother them the slightest. I shudder to think how long I’ll have to wait for the bedroom furniture currently estimated for Nov/Dec delivery. What can I do to resolve the fact that I’ve already paid $5k out of the total 7k and only received an area rug?

I had to make arrangements for someone to accept the chair since I was going to be out of the country for the long weekend from Fri - Monday. I called WE to complain about the same day delivery change, especially after paying over $100 for delivery -- but I was told the company policy prevented the representative from giving me any accommodation of any kind for the unexpected delay and inconvenience. "Sorry! Is there anything else I can help you with?"

That's a pretty short sighted and small minded, stingy marketing model or policy -- irritating and alienating your customer base just isn't good business, especially when all of your competitors are working hard to maintain and grow their customer base by not charging excessively for shipping and offering rebates or coupons or refunds when there is a problem that they acknowledge is their responsibility. Hopefully WE and its parent company get new management that is less greedy and more responsive to their customers.

I am livid. How does this happen twice?! An order has been placed for a new chair, but we received an email today that it will be at least 6 months before delivery. That will make it 20 months since we placed the initial order. That’s if it even arrives in 6 months since it took 14 months to get one. We have called customer service numerous times and it seems absolutely no one cares and we’ve been offered zero compensation for this disaster. We have spent a lot of money at this company and feel we have been given subpar service. Once we get our second chair we will never be dealing with this company again.

Original Review: Oct. 8, 2022

We ordered 11 items in Feb 2022. We want to outline the disappointing experience that we had since the order has been placed. 1. The dining table had multiple very obvious manufacturing flaws. 2. We called in to point out the flaws and were told that we would receive an email requesting pictures. That never happened. 3. We called a 2nd time to flag the flaws and again were told that we would get contacted via email or phone. That never happened. 3. We called a 3rd time to flag the flaws and indicated that the previous attempts were not successful. We never had to provide any photos but were asked right away if we wanted a discount or replacement this time.

4. In May the remaining furniture showed as ready to ship on the website except for one item. However no item was delivered until August since that one last item was delayed. We understand that West Elm wants to reduce the trips, but waiting for 4 months seems excessive if all items in an order are ready to be shipped except for one item.

5. When the delivery finally arrived we had multiple issues with the delivery: - The delivery team unpacked all furniture on the sidewalk. They unwrapped the pieces completely and put the items down on the sidewalk. The cushions were placed on our outside stairs without any protective cover. Particularly in San Francisco the sidewalks are very dirty and unhygienic. We asked the team to please unpack everything in the house to no avail. - The sofa was unwrapped and carried up the stairs and through the door without any protective wrap. Consequently it scrubbed along the outside walls and we have a roughed up and slightly discolored spot on the sofa armrest now. - Lastly, the delivery person accidentally stepped on the cushions with his shoes.

6. Right after the delivery crew was gone we realized that there's supposed to be an additional leg mounted in the center of the sofa. 7. We called customer service in the hope that they could get in touch with the delivery crew, but that wasn't possible. The customer service rep searched for 20 minutes to find the leg and finally told us that we'd get a call from the part department. That never happened. 8. A few weeks later we called again to flag the missing sofa leg. We again were told that we'd get a call by the parts department. That never happened. 9. We called a 3rd time to flag the missing leg. This time we received a confirmation a few days later that the leg should arrive 5 weeks later. This was an utterly disappointing experience and we will not buy from WestElm anymore.

Original Review: Oct. 8, 2022

After experiencing nothing but frustration and incompetence with sales and customer service and promising my wife that we would NEVER order from West Elm again, I decided to read reviews and was shocked by the similarities in the complaints. We place a large order. The dates for delivery keep changing. Customer service is inept and incompetent, when you can even get them on the phone.

The day after ordering 6 dining room chairs, we decided to change the legs from brass to chrome. We were told at the store that we could not change out the legs and that we would have to wait for the chairs to be delivered, refuse them, and then re-order. I was astonished. A waste of material and labor. So I called customer service and finally got through to another incompetent person who said the same thing. We are keeping our fingers crossed that we receive our items when promised, but, based upon other reviews, we are doubtful. I would suggest that you never order from West Elm. We did order other items from CB2 of similar quality and everything is going extremely well. Great customer service and delivered when promised.

Original Review: On July 7th, 2022 I ordered the Slatted Shadow Media Console. There was no indication that it was backordered until after the order was placed. After weeks of waiting I was contacted by West Elm and given a delivery date of September 22nd. I called to confirm the day before delivery and was told my furniture cannot be located. The customer service rep checked further and told me it was in transit. On the morning of the 22nd I receive an email that my delivery is on the day along with a "Live map". However, the map is not live, it's automatically sent. Another delivery date was scheduled for Wednesday, October 12th. Once again, I have been told the piece is still in "transit". Credit card charged. Never again.

The lack of communication between west elm and the shippers is non existent. No one seems to have any answers. It is total chaos. I am still waiting. In the end I have no idea if I will receive this bed or not. They don't know that either. ORDER ELSEWHERE. AND IN STORE. At least then you would have a human being who could advocate for you.

I called West Elm back as they obviously had no intention of sending anything else when they thought my order was complete. Instead of shipping a new table out to the delivery center, I was told my order would be frozen for 3-5 business days while they "searched the dock" for the missing tabletop and then I would receive a call with a resolution. Two weeks later, I still have not heard from anyone at West Elm or Ryder. I called this morning and West Elm again said both my pieces had arrived and were ready to ship. They transferred me to Ryder. The woman at Ryder said they had received the table top but that my base had not come in yet — how did I go from two bases to no base at all?

I asked her to double check because I was told the base was in weeks ago and she said she was sure everything was accurate and they would call when my order is ready to ship. I am beyond frustrated at this point that I've been charged for a table with no delivery date in sight, that nobody can give me a clear answer on delivery timelines two months out from my order date, that the lack of communication between West Elm and Ryder has caused me to spend hours on the phone as a go-between. West Elm needs to get it together because this has been the worst customer experience I've ever had. I love their furniture and home goods, but at this point I don't know that I'll ever order from West Elm again.

They kept transferring from one person to another (nobody “knew” what was happening with my order). They even scheduled the delivery of one piece of furniture to my house (I took the day off to received it) and on last minute cancelled the delivery because they couldn’t find the item in their warehouse. Now, they no longer have the item, unbelievable. Worst company ever, they lie about the delivery dates to make you buy and then hold your money. There should be many West Elm clients that are in the same position that I am, I wish there is something that we can do against this type of scams.

Original Review: On August 16th I ordered dining furniture which initially had an the estimated delivery time of August 31st. However, that date is been kept back every two weeks. Now it was pushed again to October 27th. I called the customer service several times (which is useless). They said one item kept holding the other items back and couldn’t provide any information of where the dining table were at. They just keep referring to other customer agents and nobody is able to provide the answers (final estimate date).

Having that furniture is very important for us, I already donated my older furniture. I went to several furniture stores before deciding to buy at West Elm, the main reason it was that on the other stores their original estimated delivery date it was more than 2 months. I ended up buying and West Elm with their false claims that the furniture was already available and ready to ship and delivery within 2-3 weeks.

It is a scam to sell a furniture with a delivery date that they know that it is not true. At this point, I believe that West Elm don’t have enough furniture to supply their clients and are keeping selling furniture that they don’t have available. It is very sad to see companies well established like West Elm participating in this dishonest scheme. At this point, I’m willing to cancel my order and move on with an honest company. They don’t allow to cancel until it is received. I will like to see all West Elm clients that are in the same position that I am, there should be something that we can do against this type scams.

Original Review: Oct. 5, 2022

I would give this entire experience a 0 if I could. I have ordered from West Elm in the past. Never has it been as awful as this experience. So far, there have been 3 West Elm delivery attempts of a bunk bed I ordered in June. Attempt 1: Last Monday, they scheduled for 1:30-3:30pm. I rescheduled my afternoon for this delivery. During the afternoon, I called multiple times to check on delivery. Every west elm customer service rep assured me the bed would be delivered by end of afternoon. They called me at 5:15pm that day to cancel delivery. Failure #1. Waste of a day.

Delivery attempt 2: last Wednesday - the delivery men came up with all three boxes. The hardware was missing in one of the boxes. They couldn’t make the bed. They took all 3 boxes back with them. Failure #2. At this point, I’m already infuriated at how ridiculous this process has been. After delivery attempt 2, I called four times to confirm that a new bunk bed would be delivered, as they took all 3 boxes back with them. Every single West Elm customer service rep confirmed an entire bunk bed (with ALL the boxes) would be delivered.

Delivery attempt 3: today - delivery men only had 1 box with them. They said they were only supposed to deliver 1 box. Even though the bed has 3 boxes. They profusely apologized and then took the box back with them. Failure #3!!! I plan to call west elm to cancel this bunk bed that we waited for since June. Which is a shame because it’s the bed I wanted. But honestly the company logistics is a disaster. I have never seen anything like this before, and I order furniture from plenty of different companies. No company has ever had 3 failed delivery attempts. Unbelievable. I have zero faith in West Elm. Honestly this experience has been so so completely horrible that I will never order from this company again.

Original Review: Oct. 1, 2022

Bought a duvet insert on 9/28/22 for $280. Next morning West Elm lowers price by $14. Not much, but I called Cust. Disservice who says no price adjustment. What a joke!. I’ve spent a lot there, and now over $14 they’re going to lose my business. Or, I could return it for a refund, and then immediately repurchase it for the new and improved sale price. Now that sounds efficient for both the employee/customer and West Elm itself. What a great business model!

To be fair, they do show this archaic policy in their “No Adjustment” section when I looked it up. It must’ve been created in the 60’s or 70’s (before consumers had choices) and exhumed by West Elm for their current use. I guess they must really need the money because they are not going to part with that $14 (unless they can really inconvenience the customer while doing so). Heck, I don’t want to be the person responsible for bringing down the West Elm empire-apparently they need the money more than I do! As for me, it’s ok-I’m sure there’s at least 15 or 20 other companies with a fair adjustment policy that I’ll become a loyal customer of.

It’s not really about the $14-it’s really about West Elm’s audacity, shortsightedness, unfairness, and making people jump through hoops to get the sale price (even if you bought it less than 16 hrs earlier). In case you didn’t know, West Elm, you do have competitor’s selling quality items that respect their customers and don’t fight them like an alligator over $14. Jeez!