West Elm Reviews

Three months later, the first delivery appeared to my surprise. I called and made complaints about the canceled order and about the colors. I said I would accept them if I have 30% discount. She promised to get back to me but never did (I had the date and the person's name). Same with my second phone call. Then there was a second delivery of one pair of cushion. One month later (9/29/23), another pair of cushion arrived when the Summer is over. Finally I made my final complaint. I don't think the representative really took the time to understand the whole situation or cared about a customer's concern. I did not get a chance to talk to the manager who just made an universal discount which is very minor but I accepted anyway because I am so exhausted and I have so many other indoor and outdoor renovation work ahead of me.

Original Review: Oct. 3, 2023

We ordered furniture for my daughter's new apartment in Boulder July 17, 2023 (order number **) and were given a delivery window of Aug 4 -18, which coincided with her moving into the apartment so this month delay seemed fine although there are furniture stores that can provide same day delivery that we could have used instead. Then the time window came and passed, and "track my order" showed that the bed and dresser (the important part of the order) were being held up waiting for a chair that was sort of an afterthought. No one had called us to ask if we wanted to cancel the chair order or split the delivery which is already absurd, as clearly the BED WOULD BE NEEDED ASAP!!!!

The chair had a delivery date of Sept 10-29 and the customer service rep told us that we could request a split delivery but that she couldn't simply request the items that were in be delivered because they could cancel the entire order if she did that. So, they get to NOT APPROVE delivering the items that are available for delivery ONE MONTH AFTER THE PROMISED DATE??? THEY NEED TO APPROVE THAT? This is not customer service -this is inconveniencing a customer for the benefit of the company and denying the customer ITEMS FOR WHICH THEY PAID. So they have our money and are refusing to provide the items for which we paid. They should be bending over backwards when they're a month late with their delivery.

Nothing happened with this request for a split delivery and then a new delivery date appeared of Sept 29-Oct 5. It's currently Oct 3, so I called to make SURE we weren't going to get another run-around, anticipating the delivery date being delayed again, and I was connected to the delivery department who told me I had to wait until Oct 5 and, if the items arrived, they would schedule a delivery. I asked, "What if they don't arrive? Do we get a new time window?" I told them I wanted a guarantee right now, on this phone call, that we would get the items that were currently available within the week or we would demand a refund. The customer service agent repeated the same line over and over about the fact that it's not YET Oct 5 and seemed incapable of understanding we were already 2 months past the original delivery window. So I demanded to be connected to a manager.

The manager was EXTREMELY RUDE and told me to "calm down so she could help me" as I expressed my irritation with the situation. She then offered to do a split delivery. I informed her that we had already requested this and she told me there was NO RECORD of this request. I will update this review when we find out if they approve the split delivery and give us the bed and dresser but I am not currently holding out hope. My daughter has been sleeping on the floor with clothes in suitcases for 2 months. The manager had the gall to act like I was being difficult and seemed to have zero concern that the customer service was so bad.

We will demand our money back if they don't approve the split delivery and order from anyplace else. If I had known this is the abysmal service this place provides, we would NEVER have purchased anything from them. RUDE. INCOMPETENT. UNCONCERNED WITH CUSTOMER SERVICE. I truly hope they get this message and reach out to rectify this problem with us.

Original Review: Sept. 26, 2023

I ordered a couch and waited patiently for six months for it to arrive. Thirteen months after receiving it, I notified West Elm, with photos, that my couch no longer looked like the couch in the store or the photos of it on their website. The couch, with not a lot of use, is completely wrinkled on the bench seat, bunched up material, and the back cushions fall in on themselves once they are leaned against. They need to constantly be banged into shape and they don’t hold their shape. I called customer service numerous times. I sent pictures of what the couch looked like and compared the photos to those on West Elm’s website. I spoke with a supervisor who agreed, the couch did not resemble what is depicted on the website and I was told the cushions would be replaced. Two months later I received two side pillows (there are a total of 5 cushions for this couch (Marin Sofa).

When tracking my order recently, wondering when I would receive the other cushions, the message said the order was cancelled. I spent two hours on the phone yesterday with customer service, or rather custome disservice. I was told the vendor rejected the order. West Elm could care less. They are not standing by their product and I am left with a couch that looks like it has been around for ten plus years, instead of one. They went back on their word and I have the emails showing the order was placed to replace my cushions and all of the conversations are documented in the notes on West Elm’s end. Terrible customer service!

When the chandelier finally arrived, it came in multiple packages, but one of the seven glass pieces was missing. We contacted West Elm, clearly specifying the size of the missing glass. However, after two weeks passed without any communication or the missing glass, we had to follow up. To our dismay, the customer service team explained that they hadn't shipped the glass because they were uncertain which one to send, and they hadn't reached out to clarify the specifications. While they eventually ordered the missing glass for us, the overall shopping experience with West Elm has been extremely frustrating and disappointing. Lastly, we've found West Elm's products to be expensive, and their pricing system is less than transparent. Shipping costs are only revealed in the final steps of the payment process, often adding a significant amount to the overall price of the product, which feels quite hefty in comparison.

The most aggravating aspect of buying from West Elm was the insolent attitude of some store employees. Twice, on two different occasions the same person was shouting over me as I tried to explain the discrepancies with our orders. During the last call today, this arrogant employee had the nerve to laugh...as though the $14K my wife dropped at West Elm and another Williams Sonoma retailer and the problems we were having with the West Elm side of our refurnishing project was some sort of joke. Fortunately, another sales associate who had taken the original call got back on the line and fully explained the status of our three pieces of furniture and promised to fully arrange for picking up the damaged piece of furniture when the replacement was dropped off. Very pleasant and understanding fellow indeed and respectful of the large investment we had made in West Elm's wares.

Delivery service scheduling and customer service seem to work, but in all our deliveries I never had a strong feeling of reliability. Still, things were delivered as scheduled, but the system does not inspire confidence. West Elm customer service number is normally good, unless you get someone with an entitled attitude. Watching a couple approach an employee at her sales desk and politely asking to be helped was answered with "I'm going to lunch", and she just walked away. Our particular sales rep made promises she could not keep and implied services that could not be rendered or conditions that were obviously out of her control. My wife and I looked at each other and wondered why this person was trying so hard...to sell us furniture, but not really helping us. There is no commission system at West Elm, as I understand it, so this may explain the variety of service one can expect. Too much or nothing.

Hours of my precious time were wasted on the phone with their customer service, only to have my replacement order abruptly canceled on August 17th. This level of incompetence and disregard for customer loyalty is astonishing. Let it be known that I've spent over $10,000 at West Elm in the past three years, but it seems they couldn't care less about retaining a loyal customer. West Elm's shoddy service and lack of accountability have left me infuriated and without a sofa. Avoid this company at all costs; they're more interested in profits than customer satisfaction.

I have been on the phone for over ten hours and still counting. Still no refund in sight. They keep giving me one wrong information after another. They refused to transfer me to a manager; they claimed to be messaging the manager for directions on what to do. Basically, the reps either tell me that there is a technical issue that is preventing them from processing the refund, or they flat-out lie to me that the issue has been resolved, instructing me to wait for a call to schedule the pickup, which didn’t happen. So, I had to keep calling.

One rep sent me a link to cancel the Allstate protection plan on the chair. According to her, it was preventing her from issuing the refund. The link she sent didn't work; she then told me I had to contact Allstate Insurance via phone. She also told me that because I purchased the $79.99 protection plan when I bought the chair, Allstate was responsible for issuing the refund; it didn’t make any sense to me, given that I didn’t buy the chair from Allstate. I got a protection plan West Elm offered on their website. I insisted the rep remained on the phone with me while I called Allstate.

I wasn't surprised that the Allstate rep needed clarification on the nonsense, and he explained to the Westelm rep how the protection plan works. Allstate didn't even have any record of the plan. It had not been reported to Allstate. I had to wait for Allstate to receive the plan from West Elm before I could cancel the protection plan. Within a week of canceling the plan, I received the refund check from Allstate in the mail for $79.99

It should be smooth sailing after that, given that the WestElm rep claimed the issue was due to the insurance on the chair. That wasn't the case. It was another false statement I received, one of many. If I were to write down every incorrect piece of information and promise made by West Elm reps, I would write a book, not a review.

Long story short, after over a month of going nowhere with phone calls, emails, and misinformation, each rep telling me something different, I started threatening to take legal action. They finally scheduled the chair for pick up. The delivery company called and scheduled a pickup. I was glad when they showed up as scheduled and was relieved to see the chair gone. It was uncomfortable to sit on, the color was awful, and it didn't go with the office decor. No one at my office wanted it, so It just took up space.

After the chair was picked up, I was expecting a refund within three to ten days, as stated by the rep who scheduled the pickup. At this point, you can guess what happened next: the refund wasn't issued. I waited patiently for three weeks and called West Elm. I spent another hour on the phone with a rep. Like always, they sound surprised by the ordeal, promising to fix the issue. As usual, I was placed on a long hold while they message a manager to resolve the issue. The rep told me that they didn’t receive the chair.

After I told her I had proof, the camera at my office captured them picking up the chair, and they emailed me a review link wanting feedback about the pickup. Then she came back on the phone, this time saying they just confirmed the pickup and that they needed to update the system so the refund could be issued. She then tells me that it will take about ten days. Here we go again. Given the history, I didn't believe what she told me. In addition, the rep changed from her previous statement promising that the refund would be issued within three days to a different information stating that we needed to wait for the system to be updated to show that the chair was returned.

Really, why should it take a month for their system to update after they had confirmed that the company received the chair? When will this end? With a service like this, they will go out of business soon. I have spent thousands furnishing my home with furnishings from Pottery Barn. Given that West Elm is a part of the Pottery Barn company, I expected the service to be better. I have noticed that the customer service from their companies could be better, but this takes it to a whole new low. What a shame. They tried to offer me a store credit instead of a refund. I told them absolutely not. I have no intention of ever shopping at West Elm again. I will share my experience on every platform possible; the public needs to know how terrible the company is.

So, I asked to cancel the order, which they did. But I was told that I wouldn't get an immediate refund and can only get my money back after the 2 remaining chairs are picked up by the crew. On top of that, the delivery fee is non-refundable, and I will never get it back!!! So, I'm out of a lot of time and some money with nothing to show for it. I guess that was the price for me to learn my lesson and never shop at WE again!

The other pieces are useless without the desk. I can't even fit the other pieces in the room until I remove the large desk that is there and replace it with the smaller West Elm desk that we ordered, so I cannot arrange delivery without that desk. That means the mattress I ordered elsewhere can't be delivered either. This is all VERY upsetting to my daughter who is on the autism spectrum and cannot deal with uncertainty. West Elm refuses to allow me to cancel my order. Nothing has been delivered, nothing is a custom order, so this policy is unreasonable.

The customer service rep told me that if I placed the second order and both items arrived at the distribution center around the same time and could be placed on the same truck for delivery, my second shipping fee would be refunded. Both items were delivered yesterday on the same truck (one delivery). I called today to inquire about the shipping refund and they refuse to refund it. Their response is that it’s against company policy. I was charged $818.64 for one delivery. Be careful dealing with these guys. They have no idea what customer service is.

I believe the order will actually be cancelled today but I was initially told that I would be refunded the “missing component” when it arrives at the store! Wait! What? I have to pay for a missing piece on my credit card until next year??? I explained to the gentleman that I paid for the order on my Pottery Barn card and that is WHY the order shipped and I would not pay for something I didn’t have! After more back and forth and listening to his sarcasm, he agreed to refund everything. I have NO faith that will happen.

Original: I was gifted a West Elm e-card for $125 which led me to purchase a pipa bureau. The delivery was 6 weeks, so I called and cancelled the order. They easily refunded my credit card charge, but report I will have to keep the e-card to purchase in the future and will not receive a refund. Customer Service was unable to get me a supervisor or escalate the issue. She was so rote, I asked TWICE if it was a computer or a real person. After 15 second delay, "I am a real person, but I cannot reach a supervisor or escalate the situation." My staff purchased the gift card with cash, and now I cannot retrieve, which I believe is illegal in the state of Connecticut. Terribly customer service, terrible communication, terrible refund policy for average-quality furniture. Stay away.

Sometime close to August 10, after not hearing anything from West Elm in regards to scheduling a delivery, I called them again. The representative initially told me that I would be receiving a refund (over $2,000 with shipping) because the item "would not be delivered." That was not acceptable given that the sofa was already shipped from the vendor and at their distribution center.

The rep then reached out to their manager, who said that the manager would contact the distribution center and request that they "release my sofa for delivery," and that an update with the tracking should appear within 48 hours. Fine, but I asked why I was told that they would refund me, and the rep said that based off of the questions she asked me, the system generated that response.

So, the new expected delivery timeframe was/is August 16 - September 5. Sometime in the beginning of this timeframe, I contacted West Elm again. The rep that answered this time, after seeing the notes on my order, contacted the distribution center, who confirmed that my sofa had been received from the vendor and was "packed and on the truck," but was "not yet being transported to their delivery center," and that the current deliver timeframe is still in effect.

Today is September 2, and I have not yet heard from West Elm in regards to scheduling a delivery date, and highly doubt that I will, because the tracking info shows that the location of the sofa is STILL their distribution center (since July 14!) and the tracking details indicate that they are unable to provide tracking details at this time. I am beyond disappointed, as I really want that sofa and am having a hard time finding one that I like as much. I will be calling West Elm today as soon as they are open. I hope that I will receive more definitive information about my sofa. If not, I fear I will have to cancel and find a substitute. Regardless of the outcome of my call, West Elm has lost me as a customer.

My order value was 2.1k and I don't think the value of my order should make a difference to the brand as a customer is a customer no matter the value of their order. During my multiple follow-ups with customer service, I was told that compensation would be discussed upon delivery scheduling/delivery. Once the delivery scheduling was done though, I was told that since the delay wasn't beyond the 1 month mark, it doesn't qualify for any kind of compensation.

May 21st: Placed order for outdoor dining set amongst several other items. Estimated delivery date was May 28th to June 11th. We chose these items specifically because of the fast delivery date, as we wanted to enjoy eating outside during the summer.

Month of July: We call customer service because we notice the estimated delivery date continues to be pushed back with no notice to us. We are told they will expedite the items to us as an apology.

August 1st: Delivery is finally scheduled for August 1st. We receive a call the day prior saying that the concrete top to the dining table arrived to the warehouse cracked and they would be unable to deliver it. They say they will expedite a new table as soon as possible, and instead deliver the chairs and bench to us.

Saturday August 19th: Delivery of the table is scheduled for 7am on a Saturday. I wake up early, and am greeted by the pleasant delivery men who only have the concrete table top, and no base to the table. They said that they saw the table base in the warehouse, but were told not to deliver it because we already had it. However, we never had any part of the table delivered. The delivery man gets a supervisor on his phone, who apologizes profusely and tells me that she will ensure the base is delivered Monday August 21st. I tell her I will need to take the day off, and she promises me that it will be delivered. I even receive an email confirmation for the scheduled delivery. Meanwhile, the delivery men leave the base to the table laying in my backyard.

Monday August 21st: I take the day off of work to be home for the delivery, as they gave me no time frame. The entire day goes by, and no one shows. I call support at 5:10, and they say they see the delivery was supposed to happen, but do not know why it wasn’t delivered. They ensure a delivery date of the next day, Tuesday August 22nd.

Tuesday August 22nd: I take another day off of work. My husband calls towards the end of the day as again no one has shown up. The person on the phone that day says she sees no proof that they were supposed to deliver anything that day, and that the earliest they can deliver is on Thursday August 24th. I again receive an email confirmation for the delivery scheduled for the 24th.

Thursday August 24th: My husband takes the day off work as I can no longer afford to take any more off. Again, no one shows. He calls, they ensure delivery Friday August 25th. We do not receive any email confirmation this time.

Friday August 25th: My husband takes the day off work again. He calls around 2:00pm as no one has shown yet, and it told that the delivery is “on its way”, although they are not able to provide a time frame. At 5 pm when still no one has shown, he calls. He explains the situation, and is placed on hold. He waits for 17 minutes, and is then hung up on. When he calls again right away, he receives a message that they are closed.

When I escalated the issue, I was told that I would get a credit card refund, then I was told that I would have to take a merchandise credit instead (no exceptions) because they were bending the rules to provide a refund to me after 3 years. Excuse me! It was them that took 3 years to address this. And if I hadn't called again, they would have been happy to just steal my money. Do they really think that I want to buy $1500 worth of merchandise from a company with such poor workmanship, poor customer service and backward ethics??? I wish I could say that this is an isolated experience but I had a similarly poor experience with Pottery Barn (both West Elm and Pottery Barn are owned by WSI, as is Williams Sonoma and others).

I also have a friend who works for the company and affirms that she has the same challenge and spends most of her time there trying to get the company to take care of customer service issues (even though she is in sales). WSI and all of their operations are on my list of poorly managed, unethical companies to avoid. Please buy elsewhere, pay more, and get what you pay for. You won't get what you pay for at West Elm. They are overpriced to begin with, given the quality of their products...and you certainly are not paying extra for customer service. Many people like the look, but when you look closer, you will find that most of their items are poorly scaled.

West Elm scheduled a “furniture medic” to come out and try to clean it and said that needed to happen before they would replace the couch. The furniture medic came out, took one look and said he could not clean it; he said the couch looked 100 years old. Now I have been on hold with West Elm's AWFUL customer service for 3 hours. They aren’t offering to expedite a new couch, no discount, nothing. They said my only option is to order a replacement which could take up to 6 weeks or to refund and place a new order for a different fabric (which hopefully wouldn’t look like a old pilled sweater), but they could not expedite that either. Absolutely terrible and will never order again.

While the delivery date was tentatively scheduled for August 14, I did not receive a phone call with the 4-hour delivery window, as promised. When I chatted with another West Elm customer service agent on August 12, they could not find the scheduled delivery anywhere, and rescheduled me for August 16. I was again told to wait for an email or phone call to confirm the delivery window.

On Monday, August 14, the table was delivered. We were not expecting it, and it was only by luck that someone was actually home to receive it. However, because we were not expecting the table, we had not removed our old table or prepared the space at all. While the delivery person did an excellent job bringing the table in and assembling it, we later had to disassemble it to prepare the space (move the old table, put an area rug down, etc.). This largely negated the whole reason we decided to purchase the delivery service in the first place: The table is quite heavy (the glass top is easily over 100 lbs) and rather than pick it up at the store we decided it would be easier (and safer) to have it delivered. Since the delivery scheduling was so botched, however, we ended up having to move it ourselves anyway.

Please note that this is no fault of the delivery person – he did a great job. However, getting the delivery scheduled required far too much chasing on my part. It should not take four months and multiple phone calls and online chats to get a product delivered. It’s also not too much to expect that the scheduling process will work so that the product is actually delivered on the expected day. This is especially frustrating as the delivery service is expensive, and – to make matters worse – I am still receiving phone calls and emails telling me I need to schedule a delivery time for the table! It seems that your website is still indicating that the table has not been delivered.

If I were less honest, I could contact customer service and demand a full refund because I haven’t received the table and I’m tired of waiting. However, I have received the table, so I am requesting the refund that was promised (though the amount was unspecified), and I am requesting it for the full delivery fee. I have attached the transcripts from my chats to this email, and I look forward to hearing from you. Additional note: I tried chatting with customer service again and gave them this letter. They said they couldn't discuss refunds until delivery was complete, and the system shows it is still pending and I should try back in a few days. I have no trust that things will be any different in couple of days and I do not have time to be constantly contacting customer service. They would not give me an email or mailing address to contact anyone else about this issue so I am writing a review here. It shouldn't be this complicated.

I don't mind this as I save money in the long run and their products aren't worth what they charge anyway. However, I'm not even allowed to purchase anything from other companies within the same corporate umbrella, including Pottery Barn. Like I said, it's a good thing as it saves me money on overly priced poor quality products but it's also incredibly petty to do this over a $20 rug. Are they really hurting that much where the $50 is worth more than the hundreds/thousands I would have ended up spending in the long run? I would not recommend dealing with West Elm where the products have steadily and progressively deteriorated in quality and the customer service is lacking.

I call customer service once again and they tell me that there is a large stain on the back that they are trying to remove. They tell me there is a possibility that they won’t be able to get it out and that my options are: 1) take the damaged as a loaner until a replacement comes OR 2) cancel the original and wait for a new one to come in November. I told them I would consider these options, but 2 days later they go “The couch is actually back to great quality condition and will be delivered August 12th.” I am patiently awaiting delivery that day, and when the white couch finally arrived in person, it was COVERED IN FILTH and BROKEN on the legs. It had maybe been wrapped 2 times in thin plastic wrap. What a joke. I refused delivery and then proceeded to wait on customer service forever for them to finally refund me. Save your money and time and go get furniture literally anywhere else.

1. Orders started in May and still waiting on a table because they somehow can't come up with a table stem in August... then with our "white glove service" they deliver 2 out of the 3 parts and the last piece got forgot in the warehouse...

2. Floor lamp showed up broken and had to yell at them that NO I am not dragging this to UPS to get this redelivered for YOUR mistake.

3. Our custom couch shows up with a rip. Told a medic will be sent out to our place to repair it. After waiting a month I finally get a call from their delivery team to just tell me it has to go to their warehouse and they can't send a medic out... This is after we've had things constantly going back and forth with them.

4. To add insult to injury on top of that I call into customer service and get repeatedly told "their supervisors are in a meeting" which is total bogus because when I ask when it's over the lady says "oh well uh I can send them an email but they are still in one right now". Part of me felt bad. The lady seemed kind of new and I think literally a supervisor was next to her telling her that the supervisors "were busy" lol. It doesn't feel good to get stonewalled and it's amazing after all that went wrong they wouldn't even let me talk to a supervisor WHEN I SPENT NEARLY 10 GRAND WITH THEM. TERRIBLE.

5. Still waiting on rugs purchased 2 months ago. Honestly why do you advertise stuff if you can't even fulfill the orders?? There is something seriously wrong with their supply chain/warehouse as well as their customer service and the communication between them.

6. Their "White glove service" asks you to help move the couch like seriously? Then they stare at you as they wait for you to leave them a review. Nice...

Last items are coming in so hopefully they can resolve. And while there was some resolution being worked on from our last phone call still extremally disappointed. I guess I'll fill everyone in after...

I finally get to speak to the supervisor upon waiting an hour and a half on the phone. She says the best thing she could offer me, as if I had won the lottery, was to issue a refund, since they didn't have the piece to ship, upon receipt of the desk!! That meaning that I had to disassemble the furniture, figure out how to find boxes to fit the parts and schedule a pickup at my house. NO!! I shouldn't have to go through all that work when it's THEM that sent me a defective piece!! You are a big company West Elm, take responsibility for your mistakes!

I must have spoken to 5 different representatives, all lying to me and telling me different things, before even getting to speak with this supervisor. Now I'm left with a defective desk and the big project of shipping it myself, as if it were my fault. Shame on them, I will never ever buy from them and I'm telling everyone I know about it. I think the company must be doing really bad to treat customers this way. I'm mad, disappointed and in disbelief to have been treated like this.

Then they told me that my products were damaged but Miraculously the next day they notified me that my shipment was out for delivery. Part of it came and it was a damaged table. I guess they needed to justify why they charged the card that they went suppose to charge. Of course it table was damaged. It was only a proton of my order. So like I’m completely disgusted with West Elm.

I told them to get the damaged table. I’ve completely lost all faith in this company and there products. I didn’t even want the back-order sofa because if this mess, so I told them to cancel the order. Then on the phone for 2 1/2 hours with another customer service rep that told me my check was in the mail for the money I gave them and that I wasn’t even receiving the little 100.00 merchandise card that they gave me for paying interest on this card that wasn’t suppose to be charged. I keep emailing Ann with no response. I am at a loss and I need help. They gave me back the money for the sofa that was never even out for a delivery. But the table that they knew was damaged but gave me anyway is what I’m fighting for. This is wrong! Just so you all know I ordered May 4 and it’s now August 7. I will be contacting an attorney for fighting for my money back they have the table. They picked it back up. This is the worst experience I have ever had in my life.

Original Review: Ordered bedroom set. Bed arrived damaged (ie broken piece of wood). Delivery guy said not to worry and that they will replace it. But kept it so we “won’t sleep on the floor”. 8 days later after hours on the phone with customer service, the store itself, and many email messages with pictures, they could not confirm that they will replace the bed. They said they will send someone over to “check it out” so they can then decide a course of action!!! Still!! Meaning we will have to wait days and weeks before we get out bed replaced - if at all. We could not accept that. I just cancelled the entire order. I vowed never to set foot in that store ever again. In the meantime we are sleeping in a blowup mattress. Hoping my refund will not take months!!

The 72 hours passed and I did not receive a call, so I called them. The person I spoke to was apologetic, didn’t know what happened and where it went. Sent an email for someone to get more information and call us the next day. No one called. So the following day I called back. Also a friendly/kind person on the phone, apologetic. Said she would email her supervisor and the supervisor for shipping and scheduling to try and get someone to give me some information. Never heard back from them, but did receive a call the following day from the depot saying they found our headboard and could schedule delivery again. Chose 7/22, as it was the soonest available for them. I specifically asked if it’s our headboard, the original, packaging not damaged, and they said yes.

The email we received to confirm listed it as a repair instead of delivery, but we thought that was maybe because of the odd circumstances that they lost it and found it - I’m sure they don’t have a generated email stating that. Morning of 7/22, we’re feeling doubtful. We call West Elm, and we are assured that they can see through the system that our item was put on the truck and will be delivered. Our delivery window was 8-1. At 12:30, my husband calls bc there’s no sign of delivery. He is told the item is lost again, they never had it, we shouldn’t have been told they have it, it was never on the truck. I call that afternoon and speak with someone, also very kind. I explain the situation and ask to speak with a manager. She is very apologetic but says she can’t transfer me to a manager, but she can send an email. So she typed up an email, and then tells me we can schedule a replacement if I’d like, but it’ll take 6 weeks again.

I again ask if there’s any way they can expedite it, she gives me the same answer that they have to build it and ship it, so no, that’s how long it takes. It’s due to arrive in September. She tells me when I receive the new one, I can call to ask for an appeasement for my troubles. I don’t hear from her manager. A few days later, I receive a voicemail saying they found our original again and that it’s ready to be delivered. I call back, and this person was not kind and friendly. She was clearly annoyed with the fact that I was (kindly) asking if this was actually going to happen this time, and if there was any way I could get a more definite answer. We scheduled delivery for 7/29. She said she’d go ahead and cancel the replacement and I asked her not to, because I had no faith the headboard was actually coming this time and I didn’t want to push out delivery any further. I would cancel the replacement once we received the original, if we did.

Once I got off the phone with her, I called the depot to see if I could get an answer from someone who could maybe put eyes on our headboard. The gentleman I spoke to was very kind. I asked if the delivery guys could send him a picture of my shipping label on my package as proof that it exists, and then he could tell me he saw my physical package. He said he could do that and call me back. I never received a call back to tell me either way. On 7/29 we finally received our headboard! It is beautiful and is in fine condition. We don’t speak Spanish, so we were unable to communicate with our delivery driver in a way that we could ask what happened.

On Wed 8/2 I called to cancel our replacement order and ask for the appeasement, as I was advised to do. I was told that the headboard was on its way to the delivery depot, so she couldn’t cancel. I said there’s no way bc I just placed the order for the replacement on 7/13 and I was told 6 weeks, this is probably a mixup still from the original. She said, no, this is the replacement. It’s due to arrive tmw. And she couldn’t cancel it or ask for the appeasement until that headboard was received from the depot. So I’d have to call back again. So not the next day (8/3) as she said, but on 8/7, I receive the email saying the replacement headboard is ready for delivery. So I call to cancel it and ask for the appeasement again.

This person on the phone was very kind, and she was able to cancel the replacement. Her supervisor told her that max she could do for the appeasement was $101. I asked if we could please have the shipping fees covered, which was $169. She said her supervisor said $101 is the max they can do and they won’t budge. Which is honestly not enough for all the hassle I went through with this order.

In summary - they lost my headboard twice, never called me back when they said they would, and still made me pay for a portion of the shipping. I will never order from West Elm again. They told me twice they couldn’t expedite my order, even though I offered to pay for that initially, but then the replacement came in half the time - which is annoying because it’s not what they said. The only reason I’m giving 2 stars is because 90% of the people I spoke to were very kind. They get an extra star for their employees who take the calls, but lose the rest for their incompetence.

We just ordered it ourselves in the end which they did compensate us for. However they never fixed the hole in the wall - we fixed ourselves at our own expense. They tried twice more to complete delivery of the replacement left frame - First time they realized they ordered the right side instead of left, the second time the installer said the entire bed was beyond repair. By this point it was April 2023 so we gave up, cancelled the order and requested a full refund as well as damages for our out of pocket expenses to repair the damage they caused. West Elm completely stopped replying to us and have yet to refund even the original purchase price of the bed. This seems tantamount to criminal theft.

The product itself is flimsy, poorly-built, and assembled incorrectly. I had to take the bed apart and re-tighten all the hex-head screws. We're supposed to have a refund of shipping charged back to our card, but after the company's initial failure to do so, I'm not holding my breath. West Elm's strategy appears to be to grind a consumer down by bandying them around to different departments, hoping they give up. There is a reason no reviews are allowed on their website. The amount of time and effort we've sunk into the poorly manufactured bed far outweighs the bed's value. I have never been more disappointed in a company's product or customer service. I suggest buying elsewhere.

I figured, well that was over and was thankful to be done with West Elm because their tracking online is non-existent and their customer service agents are not helpful. I checked online for the refund to my credit card from West Elm and saw that they hadn't refunded me for the shipping charges. How can a company charge me for shipping when I never received the items! They told me there was nothing I could do and that they were going to charge me for shipping.

I never share any reviews of any companies online because I don't want to disparage anyone, however, this experience with West Elm was so bad that I want to help others by sharing my story so that you can order from a different company online! Stay away from West Elm - you won't receive anything you order from them but they will keep the $200 shipping charge just for annoying you. Shop Pottery Barn - they are great!

Original Review: July 25, 2023

I bought a night stand and it has holes and just noticed sawdust post beetles inside. I’m panicking since all my furniture is from West Elm. I just called to have exterminator take care of these bugs. I put the piece of furniture outside so my other furniture doesn't get Infested. I’m going to contact the company to request a refund.

On June 19th (One month after delivery) I was told that senior leadership would be contacted and was asked to wait for 24-48 hours for a response. I waited. And I waited. 14 days later I reached out and asked what the status was with senior leadership and the response was "How may I assist you today?". Then I was told to wait until they hear back from the Vendor (again). I reached out again the next day and was asked to provide an order #. Sigh. Then I was told that they sent out a second request for instructions (which is really about the 10th time now). 5 days later I asked for an update and the rep said that they sent out a request for the instructions (again). I finally received the instructions on Fri July 14th, almost 2 months after receiving delivery. And during this time the armoire was half assembled in my hallway which me and two family members had to navigate around the entire time.

After getting the runaround for a couple weeks I would have normally returned the item but it's VERY heavy and came in 4 separate deliveries which would make it very difficult to pack up and return. I was at the mercy of the assembly instructions. After all that, I was issued a boilerplate apology and nothing else. I would have appreciated SOMETHING. ANYTHING. When you pay over $1500 for a piece of furniture, you might expect a certain level of professionalism but it was such a bad experience with no help or follow-up from so many customer service reps. Shocking, really. To the senior leadership team: If I was part of the team OR anyone at the company, I would have either ordered the same item and sent a photo of the instructions to me OR, I would go to distribution center, cut open a box, and send me the photos. Just saying...

Adding to our dissatisfaction, West Elm charged our credit card immediately upon placing the order, despite not having the product ready for delivery. This practice is misleading and leaves customers feeling deceived, as they are effectively paying for a product they have yet to receive. It is disheartening to see such a disregard for customer satisfaction and fairness in their billing process. Based on our experience, I would strongly advise others to avoid using West Elm's website for their purchases. The unfulfilled promises, prolonged delays, and premature charging of cards have left us with a negative impression of the company. We hope that West Elm takes steps to rectify these issues and improve their customer service practices moving forward.

I have spent countless hours going back and forth with them over a discount, however, they insist on "replacing the unit" although they have failed to do so. I am sparing you many of the troubling details but the latest is incident was a customer associate offering me $585 in refund and then West Elm sending a $195 gift card two weeks later instead. This is by far the worst customer service I have ever had. I am now stuck with damaged furniture and a gift card (not refund) to a place I never plan on shopping again. DO NOT SHOP HERE.

Evidently the online description of the item was incorrect, as what arrived it was a totally different item, color, and everything. And when I contacted Customer service they said there was nothing they could do because it was a “open box item“. Absolutely ridiculous, I never would have even ordered it had I known I would be getting a different item all together. They were not willing to do a replacement, and only offered to give a small discount if I were to keep the item. Unfortunately, I have no choice because we need a sofa immediately and we scheduled and traveled to the delivery site specifically on that date. I really have no other words — this was by far the worst customer experience I have ever encountered from a known brand.

If I were the Williams-Sonoma company, I would take a deep look into the operations of West Elm and others, and start with improving your inventory management and quality control. What I once assumed to be a good brand, I now see to be a high risk purchase, and reading the other reviews makes me never want to return to the site again or recommend these products to anyone. Sadly, you lost a potentially loyal lifetime customer.

This was with us calling the whole day long with no phone call back, being told a supervisor has 48 hours to call back. I even called the local store in Mill Valley to try get a name to help and was told-customer service doesn't roll up anywhere! We wasted our whole day talking to the ‘customer service’ who do not care at all for customers. This is not a cheap store - customers do not deserve this and they are very clearly selling ‘returned/open box/damaged products’ as full-price new product. Isn’t this against the law? Then they cancel the order so there is no recourse!

Original Review: September 2022 I received the sofa I order in May 2022. The sofa was the wrong color. I called West Elm. They offered me a $480 discount to keep the wrong color. Reluctantly, I did because I did not want to wait another 4 months for a replacement. Now in June 2023, a leg of the sofa has collapsed. This sofa is in an office with very little use. The household consist of me and my husband. No kids, no pets. We have a den and living room. The office is rarely used. Today when I contacted West Elm about the defective couch, they inform me that I have no warranty. When I accepted their offer to keep the wrong color, I unknowingly agreed to an “as is” product voiding the warranty. The price of the sofa was $2900.

I contacted customer service and they said there is no warranty for this table and bench, so they would have only honored a 30-day return. I spent $2000 on outdoor furniture, followed the care instructions, and West Elm said I am out of luck. I shared pictures and they agreed that the table is ruined, but do not warranty it at all. I'm so confused, because all my research consistently pointed to a 1-year warranty...so I don't understand how they would only cover 30 days for a $2000 piece of furniture.

Another silent delivery change was made to May 31st. When I realized this I called customer service again around April 20th, because in the mean time I had received a couch I bought from Article, with no problems, so the delay confused me as it said the chair had not shipped due to being on "backorder". A different customer service told me the exact same story the first person did about waiting and the part should be there tomorrow and they'll ship after that. I was frustrated and suspicious, but I wanted the chair so I kept my cool. This time the delivery date did not change, so I was hopeful for a belated happy ending.

Today is May 31st, I live in CST time zone. Around 6:00 I called customer service to see what the delivery window expectation was. The representative said "They're cutting it close, but it should be there by 7 or 8, I apologize". I told her it's just good to know there's still time it could show up. I went to lay down in the living room while I waited. At 7:00 p.m. I check the tracking status and it says the item was delivered. I think to myself, wow, I didn't hear anybody, but okay. I check my doorstep, nothing there. I walk side, I walk around the property, I walk down my street to see if it was a mixup, nothing... A whole lot of nothing. I called customer service one last time, gave my order number and told the representative that it says it was delivered, but that it wasn't. She told me she was going to write an email to "the hub" which is their name for the delivery department since WSI delivers items themselves.

She told me that she was not able to see the delivery information herself, but that the hub would be able to give me an idea about what happened. On the inside I'm fuming. I mean, who says an item is delivered when it's not, and in this day and age how is their tracking system so poor. I'm calling "the hub" tomorrow, but I have very low expectations, and will likely have to contact my bank to get my money back. I've never been so angry with a company I thought was legit. I only think of Sonoma as a scam now. If you like something from their website, I recommend you find a comparable item from a more trustworthy company.

This sofa is in a study and is not used often. There are no children in the household jumping on furniture either. There is NO reason the frame should be falling apart after 13 months! I love West Elm's aesthetic, but after this experience I will NEVER purchase an item from them again. AVOID. AVOID. AVOID. AVOID. AVOID.

I have no other option left in my arsenal other than to report this transaction as FRAUD to my credit card to attempt to get my money back and to also NEVER give West Elm a kind word to anyone I come across. One chooses to spend such an exorbitant amount on furniture to receive White Glove service and this has been the most abysmal experience imaginable. I cannot even find words to describe how absolutely disappointed I am in this company. DO BETTER.

After a call to their dispatcher they were given permission to leave the items and come back once the correct one was ready. I then finally get a call back from customer service and explain to them the situation. Their suggestion? They have to come back to take all the "correct" pieces because they're deemed defective and that a new bed has to be made and delivered...in another TWO weeks. I was livid. I told them that's unacceptable and I need it sooner because we don't have a bed to sleep on. I was so disgusted with the customer service that I cancelled my order. I will never, ever shop at West Elm or its affiliated stores.

They still sell this product!!!! The description of these chairs claims that they have a weight capacity of 275 pounds. I haven't had one person that even comes close to that weight sit in them. If they allowed reviews on their website I would write one to warn people. These chairs are absolute garbage!!!!! And knowing they've sold me an unusable, defective product that we can no longer modify to make work, they are unwilling to take them back shows bad business practices. And I even promised to order replacements from them. Chairs twice as expensive. My previous experience with West Elm wasn't fabulous either. I ordered 2 swivel chairs which are almost all custom-made to order and were supposed to take 3 months to receive. They were finally ready for delivery an entire year later. What's up with this company?

We've been told my customer service that they will be sending the chaise by the end of July (basically 2 more months from now). Given their track record, I'd bet my entire net worth that it won't be here by then. And even if it does show up by then, my confidence that the correct piece arrives is extremely low. As any sane person would, we're already looking for sectionals from other vendors - basically any vendor other than West Elm. I was really hoping to update my review with some positive news, but alas, here we are.

Original Review: I purchased a sofa on 12/27/22 and over 4 months later (5/2/23) we're still not even close to receiving the sofa. I've never felt so compelled to warn other consumers NOT to give their business to a company, but I truly can't believe how disorganized and sloppy their operations and support has been. I'll concede - I like their furniture designs a lot. That's what compelled me to go with West Elm in the first place. Having said that, I've seen some horror stories around the quality of their furniture - arriving with tears, holes, and damage. I can't speak to that personally, because we're still waiting for our sofa to arrive.

We were told that we'd receive the sofa by the end of February at the latest. When we ordered in late December, that was a timeline that we were just barely comfortable with. Had I known that we'd still have a ways to go by May, I never would have made the order in the first place. They are CONSTANTLY moving the goal posts. First it was February, then March, then April, and now it's not even looking like it's going to be May. I fully believe that they are 100% aware that there's no chance the furniture will actually arrive within 2 months, but they just want to close your business.

I haven't even touched on the support process yet. We've called 20+ times at this point and gotten a wide variety of responses from support. For a while, no one seemed to even know where the sofa was. It was lost for a while. Eventually we were told it was in a warehouse and they were waiting on one more piece before they'd deliver everything together.

Today we were told only a section of the sofa is in the warehouse and the other half is somewhere being shipped to the warehouse. We never get a consistent response and there seems to be no communication between the support rep, the manufacturers, the warehouse, or whoever is tracking inventory. This whole experience has been a nightmare to deal with. We've spent many thousands of dollars and waited 4+ months (so far) with nothing to show for it. Unless they have the product you're looking for in stock, do yourself a favor and find your furniture somewhere other than West Elm.

After call number 5 and month number 3 since cancellation (total month number 8), I spent 2 hours talking to someone who agreed that they would send me a check. They couldn't provide me with a tracking number or any confirmation that it was sent out. 2 weeks later, we get an email for a electronic gift card!! Why would they even begin to think that this was an acceptable solution! We called again, and had those gift cards reversed to which they promised to contact my bank and work the refund out... Nothing!

I have filed with the State Attorney General, disputed with my bank, filed a complaint with the FTC and kept calling. 12 calls in at this point and I was promised another check would be mailed. I don't have faith this will happen. So, I have emailed their CFO. My next step will be filing a lawsuit. It is hard to understand why a major retailer wouldn't take this more seriously.

After reading the many negative reviews on this site about the challenges that would accompany a refund request or even worse … a return of the item should it be delivered, I thought I’d post this experience so others could be warned. Will update with any changes. This should have been a very simple cancellation. Instead it will be a lot of wasted time and energy.

If you call the customer service line, you will have to wait for over an hour to reach a live person and you will get someone who can verify all the notes that they leave on your account. But the notes mean nothing as these reps cannot do anything to help you. Last week, (nearly 2 years later waiting for my furniture) I decided to cancel the counter stools. I had given them ample time to make good on their order but enough is enough and my parents would like to have friends over! West elm denied my cancellation request. They stated that their return policy had to be within 30 days. How illogical is this? I haven't received the product yet, 19 months later, West Elm charged me before they were ready to ship and now they won't refund me my money.

I asked the rep whom I was talking on the phone if she would ask her supervisor for an exception. She told me they said the best they could do was give me merchandise credit. How's that for customer service? Absolutely no accountability, no one willing to do the right thing. Please beware that in stock items are actually not in stock. They are just trying to get you to buy their product and then they will delay delivery/drag it out past the 30 days and claim it's not their policy to honor any cancellations or refunds. I wish I could share their emails and our conversations with everyone.

The dresser arrived with an entire back panel that is supposed to be solid wood missing. Agent apologizes and orders replacement. December replacement comes the same. January replacement same. It is advertised with a clean back wood panel and mine doesn’t have it. The place I keep it (room divider) the back is completely exposed. They apologize and offer 20% off for me to keep it but refuse to honor the shipping refund for the delay and inconvenience. No matter who I speak with. I trusted them. I could have returned it originally and ordered again but I trusted them.

Problem #1 - The desk was initially delivered on time. However, I quickly realized that West Elm has no concern for Quality Control. On one of the pieces, the holes were NOT pre-drilled. As a result, the gentleman who delivered the desk was unable to assemble it. They took the piece that was defective and left the remaining pieces of a desk cluttering up my home with desk parts that I could not use. Before the delivery men left they said West Elm would be shipping me a replacement for the defective part only and they could not say how long it would be.

Promised (but failed) Resolution - I was then told by both West Elm representatives and my closest store that I would be receiving a whole new desk. The store even mentioned that they don't do business that way when parts are defective because you don't know if a part from one desk is going to fit another desk. (I was also told that the delivery guys should have taken the whole desk back with them and I should have them take the remaining pieces when they deliver the new desk). The manager at the store also confirmed with me that she saw in the computer where a whole new desk had been ordered.

Problem # 2 - Even though the original "defective" desk was shipped in less than a month I now was going to have to wait another 3 months for the new desk. So I had to put up with their crap cluttering up my house for three months. Plus, because I am a grad student I had to set up a makeshift desk somewhere. So, I had to set up my computer on a desk in my family room for three months with everybody having to climb around it. It has been a complete hassle.

Problem # 3 - Today, March 14, 2023- My new desk is to arrive. Well guess what, they just brought the top of the desk. It is bad enough that they did not bring the whole new desk as promised, they brought the wrong part. There was nothing wrong with the top of the original desk.

I am not really sure who is lying to me, but West Elm is clearly trying to cover its bases. The delivery guy said he can only pick up what he is told to pick up at the warehouse (this sounds pretty believable), and the store manager & sales consultant assure me that they see where a whole new desk was ordered. I believe them too because not only have they been extremely helpful through this whole process, all the emails leading up to delivery confirm that a desk is being shipped. I put the blame on West Elm as a division of this company. There has to be a breakdown at the corporate level with their lack of concern with quality control. Their stuff is way too expensive to have to put up with this.

I called West Elm customer service to voice this product defect, but was told that because the item is past its 1 year warranty, they could do nothing to help me. I kindly asked to speak to another representative to see if they could work with me (perhaps replacing the coffee table, or at the very least offering a reasonable store credit). I was denied the opportunity to speak to this other representative. Instead, I was told that the most that could be done was deducting $50.00 off the cost to replace the granite top (bringing the total to about $450.00 with shipping and tax). Keep in mind I paid $700.00 for the entire table.

I am disappointed with the way they handled this complaint about a defected product. I would have hoped to at the very least speak to someone who is receptive about working with me to ensure this issue gets resolved in a reasonable way. They clearly do not care about retaining customers, especially those like me who have earned Diamond status with them from making so many prior purchases. I will not order from West Elm again, and I urge you to reconsider ordering any furniture from West Elm and hope you avoid such paltry customer service.

So I have basically been waiting for it since the middle of December, I moved to a new house and my stuff is literally all over the place waiting for the dresser to arrive. This company is such a disappointment!!! They get zero rating from me. But that’s not all. I also ordered a chair, the chair arrived without the cushion. In my account it shows as delivered but after calling them I was told they can’t locate it. They ordered a replacement so now I have to wait for another month to get the cushion. Did not expect such an amateurish service from a company of such caliber. A total disappointment and a complete dissatisfaction. No wonder you can’t leave a review on their website. I am guessing what the rating would be!

Well, 5:05 PM goes by, as does 6:00, and the new delivery time says 1:34 AM! No sir, not my home. SO, four hang-up calls with 20-min waits each on West Elm's part and someone finally connects me to a phone, the delivery depot I am told, that is never answered after 45 minutes. Lots of wasted hours already. Today, after one hang-up from them, WEST ELM, I am informed that the items were delivered. HA HA HA! WTF? So, I knew better than to get upset, and informed the young lady that nothing had been delivered. And, I asked to speak t a manager. Well, surprise, the manager cannot come to the phone and I was told my message to him/her would go through. Guess what? No call back from the "manager". I'm in limbo, no couch, my cc has been charged, and I think, in the kindest of vernacular, WEST ELM is full of **! AVOID ever buying from this company.

Original Review: Feb. 27, 2023

We ordered Harmony Modular Sectional Set 04 in March 2021 and finally received the sofa in Sep 2022 after multiple damages. The down inside the pillows are weak and don't hold the shape. I've tried to replace with West Elm for a different sofa and they won't help. The sofa is not worth the price and customer service isn't helpful.

After a 10 day dock search, they concluded they "lost" the couch. I am not sure how you lose a 9 foot, 250 lb couch but they did! Replacement on the way. Oh - and they "aren't allowed to discuss compensation until the couch arrives" - AKA they will prob give me a $50 credit and tell me to kick rocks. I don't think I can say enough bad things about this company - I won't even go as far as buying used west elm items off of Facebook marketplace anymore. Have received zero help and don't even know what to do anymore. Hope they will make it right. Take it from all of these reviews - buy a couch elsewhere.

Meanwhile my partner called into customer service to find out what in the world was happening. They had no idea. No real tracking information. Didn't arrive by Christmas...My daughter is sleeping on the floor and all her stuff in boxes still. I call in multiple times to customer service with all of them making excuses or not knowing where it was. One agent promised that they would give me a discount for my troubles once the furniture was delivered. She also promised she would check the status each day and update me. That didn't happen. Apparently they don't give a discount before it's delivered in case something arrives damaged because then I can't return it.

Delivery date was updated again for Jan 16 to Feb 3, but luckily I got a call from the delivery service to schedule the delivery. Everything is delivered fine and we finally have the furniture. I finally call back to get the discount and I get disconnected twice. The third time I call in and explain situation AGAIN and the agent says she can offer just a 10% discount, but with a previous agent we had discussed something more significant like 30-40% for what a horrible experience this has been and the hours I spent calling and waiting for answers. I'm on the phone for almost an hour before she is finally able to get me to the escalation department where then I'm told there's nothing she can do because a previous supervisor had denied my compensation earlier that day.

I was so confused because I had gotten disconnected twice before with no resolution and I asked if it had been because I was disconnected and she didn't know and said the supervisor was probably gone for day. So I ask if there is a higher supervisor I can speak to to resolve this and she says she is senior leadership. So why can't she override it if she is "senior leadership?" Apparently it's company policy not to override a supervisor's decision. So despite being told previously that I would be given a discount, now they are saying they won't. She did say she would email the supervisor that denied my discount and have him reach out to me, but I highly doubt that will happen. These people just lie. They say they understand and wish there was something more they could do, but it's all just fluff.

This was such an ordeal spread over months and a lot of frustrations. I have never in my life had such an issue ordering furniture and will never order from them again. Never mind these are expensive pieces. Not a $300 loft bed from Walmart. I seriously can't believe a large company like this would have THE WORST customer experience and service. This company needs to be exposed for what they are. At this point I would like to return my items and just be done with them. Seriously unbelievable.

I called the company again in hopes the 3rd time would have been the charm and they explained to me the couch had gone up in price and considering all the obstacles I had been through they offered to give me the difference of the couch as a merchandise card ($100) but I would have to front the rest in cash ($1000). Again, the condition here was I would pay for a replacement upfront and then a refund in the form of original payment would be issued upon receipt of the old couch. However, this time, I was issued another merchandise card (~$1000) instead of the refund I was promised. Upon calling West Elm they had told me this was what I had agreed to, which was not the case.

It has been 6 months and my case has still not been reviewed by the "supervising team." West Elm has been dragging their feet and continues to state I agreed to this but will not allow me to hear the recording of the conversation nor will they confirm I was found to have agreed to the conditions based on the recording either. This couch was not a few hundred dollars but $1000 and the 3rd replacement is also falling apart as I type this. The quality of west elm's products have significantly declined as well as their customer service.

The bad: Still waiting on a $9,000.00 order that was placed on 9/08/2022 and paid in full.

Summary: It is now 2/02/2022 and the entire order still has not been received. Here are notes below on the experience with West Elm thus far…

Original estimated ship date 10/11 - 10/25

2 outdoor lounge chairs

Left arm sofa

Sectional corner

Wouldn’t provide last name

Appt scheduled to deliver left arm and right arm between 2:00 pm - 4:00 pm

Missing: right arm sofa end.

Spoke with a supervisor who offered a 20% refund and suddenly the call was disconnected. The supervisor still has not called back 8:08 pm. Still have yet to receive the replacement for the damaged sectional corner. Normally minor damage is no big deal but it was a welded front leg that was completely broken off. The replacement corner is scheduled to arrive on 2/13…we will see. The missing right arm sofa end (missing for the second time) has yet to be rescheduled. This is fourth and last house that will be furnished with any West Elm Furniture.

On 1/31, I got an email from West Elm indicating that (1) they did not know where my rug was and needed to reach out to the distributor, and (2) that my rug would be further delayed. They did not give a new delivery date nor did they offer a refund as, once again, required by law. I have requested a refund as before, and have still heard nothing. It's unreal that I was charged in full over 30 days ago and still have no products. These are illegal practices that West Elm continues to somehow get away with. I've filed two AG complaints as well.

Finally, around 6 months from order date, we were told we could schedule delivery. Then they text us on the delivery date, saying it's been cancelled "due to discrepancy". I called and they "lost our item" and we would have to start over and order again, or get a full refund. Upon asking for some sort of compensation for our 7 months of waiting time and no furniture, I was told I could have 15% off my next order, which is a joke. That's a promo that this company gives all the time. Starting to wonder if this is some sort of money laundering operation or maybe the company is so bad-off financially that they need these small "loans" to keep afloat (they charged us for the item 2 months into this whole ordeal). Not sure, but I'm done shopping here and I'd recommend against anyone buying furniture from this company.

My wife and I are long-time customers of West Elm/Pottery Barn, and I have to say this company has gone way downhill in recent years. One other example is our daughter's play-kitchen from Pottery Barn. They also "lost" this item, and my mother-in-law had to raise hell with the higher-ups in customer service to resolve that issue during Christmas. Ordering from these companies is more trouble than their products are worth.

Original Review: Jan. 27, 2023

We chose to order this product specifically because of the advertised delivery timeline on West Elm's website when we purchased it. We are expecting a baby and needed the dresser by the date listed when we made the purchase. Since ordering the dresser, the delivery date window has been moved back twice, and we also went through a period during which West Elm could not provide any information about the location or potential delivery date of the product. We are disappointed in West Elm's service and would not recommend this company to anyone placing an online order for furniture.

Original Review: Jan. 24, 2023

I bought a wooden coffee table from West Elm in the fall, and it arrived in good condition. Unfortunately, in November, it developed some deep cracks. The humidity changes had affected the wood, and it was evident that it had not been appropriately dried when it was manufactured. Furthermore, the sealer had not been applied evenly. After having a carpenter inspect the table to see if we had done something wrong, I called West Elm, who initially started a process to verify the quality issue. However, after several calls and two months later, a West Elm "leadership" agent informed me that their customer service agent had mistakenly filed the quality issue and that the problem was not West Elm's responsibility. For a $1500 coffee table, I would have expected better customer service. Needless to say, I will not be buying any items from West Elm again, and I strongly recommend that no one else does either.

Tried and tried with the company and they would not send the correct item because they no longer have open box item in stock. When they do have exact item but not (open box) in stock to switch out to make things right but refuse to correct problem, so now I’m just sending this item back canceling the rest of my $3500 order that they do not care about keeping. Terrible customer service and unwillingness to correct their own mistake and make things right. I’m afraid they lost my business.

A few days later, the deliver company attempted to deliver the chairs even though at this point I’d already called West Elm twice and was clear I no longer wanted the other items in the order Since they cancelled the table. I am still owed almost $300 as west elm did not credit me in full. I’ve called a third time now to request the full credit and explain the situation. I was offered a west elm gift card which I declined. I was told the staff needed to speak with a supervisor and get back to me. I will never buy furniture from west elm again and advise others to to do the same. Terrible communication and customer service!

Thanks West Elm for providing false hope by 'lying e-mail' after 'lying e-mail' and for purposefully playing 'delay tactics' after 'delay tactics' for your benefit with zero concern for those trusting that you are not another scumbag company only out there for what is best for you. We are now months behind on something that could have been resolved early on if only West Elm would have been a honest company. Shame on you!

The sales lady did ask what color I was looking for and attempted to help find it. When she couldn’t locate the color, the help stopped there. She never inquired about what color family I may be interested in or even what furniture piece I was interested in. This store has multiple color shades available in couches. I’m pretty sure I could’ve been persuaded to look at a similar color and found what I needed had I been helped a bit further. After a second round back to the couch of my interest, there were 3 cashiers behind the desk (all seemingly busy although no other customers were in front of them checking out). Not one ‘hello’ or ‘can I help you’ was offered as I browsed the display directly to the right of the counter. Eventually, I asked for help from a gentleman behind the counter. He did answer a few questions but did not delve any further than what I asked. He then proceeded to ask another group of customers if they needed any help.

So in total, I spent about 20-25min browsing with 4 salespeople interactions in this store and still left with no furniture after I was confident I would purchase something. Let’s be clear, I will not be returning to this location again or recommending it to anyone looking as the customer service is poor. I did consider the fact that I am ** and possibly this was the issue with getting assistance. But I’ve seen other reviews with the same complaints so there’s an obvious problem here that needs to be addressed (from whichever standpoint the issue arises). With so few in-store shopping options available, I would expect customer service at such a “high end” furniture store to be excellent. This was the exact opposite. I’ve received much better service at less expensive furniture stores. I would assume that the staff would be trained to at least attempt to draw people in to feel comfortable looking around and eventually purchasing.

West Elm states that they offer design services and such but simply getting a “hello!” Or “May I help you?” seems to be a bother. I’d leave 0 stars for this review if possible. I have an entire bedroom set and several accent pieces from West Elm which I purchased online (sight unseen) because once again, when I looked in store, I was ignored and never helped. I am very happy with my purchases but completely second guessing ever purchasing from this store again, whether it be online or in store. Do better.

When we called to complain, hoping to get someone to acknowledge the bait-and-switch nature of the delivery process, instead of getting a "sorry, we should change the website", we got the runaround. Only after 45 minutes did we get bumped to the 'escalation team member' calling herself 'Monique.' Monique treated us poorly, unwilling to look at the website and reacting to us in a very abrasive and rude fashion.

I don't know about you, but getting treated in a condescending and rude fashion by a representative of a company that just sold you a $1200 item that is not so different from what Ikea markets for $300 is hard to take. To make matters worse, Monique treated my wife - a medical provider accustomed to dealing with difficult patients and de-escalating conflicts - in the rudest manner imaginable. After informing her that she was the "last car" on the customer service train and we had no further recourse, SHE HUNG UP ON US.

The West Elm escalation team apparently prides itself on escalating the conflict with customers. And it's their outrageous treatment that has gotten me writing this review today, not the shipping issue. And because I am not prepared to have my beautiful wife treated this way, we've done a little escalation ourselves. We've talked to the manager of the West Elm near us and have attempted to get the regional manager involved (lots of promises of "he's in a meeting and will return your call right after!" that don't yield any call or email.) I hope this review is read by the team at West Elm and influences them to improve their customer service. If not, I hope it gives a tentative customer some realistic idea of how they will be treated when they have a complaint.

I have spoken with three different customer service reps today alone. And although they were all very friendly and tried their best to be helpful, it appears that the system they use to communicate with each other will not allow them to actually fix this situation. I have received automated emails three times today alone, saying that my order has been placed, then it was cancelled and then it was replaced again and the date keeps getting pushed further and further out. My bed is now not scheduled to be delivered until the end of March!

This entire situation seems absolutely insane to me. I also received a call from the warehouse today saying that they wanted to schedule delivery. When I asked if they had all the parts needed to assemble the bed? The rep said, "uh well no actually." So they were going to try and deliver pieces that cannot be assembled into a bed! I live in a microscopically small New York Apartment. I have no room to store bed pieces that cannot be assembled! But now I am worried that between now and the end of March, when the replacement part finally arrives, they will lose the other parts of the bed. I really doubt I will EVER place another order through West Elm again. This whole process has been absolutely INSANE! BUYER BEWARE!!!!

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.