West Elm Reviews

Most often they would say anything they thought would appease at the moment. We finally received our full order after almost two months. The quality was good, but not worth the aggravation. I will NEVER buy from West Elm again. The incompetent overseers of Inventory and Logistics need to be FIRED! This appears to be a company run by Bean Counters who replaced customer care with automated systems that don’t work. West Elm is all about taking in money, but customer satisfaction is their bottom rung priority.

I have a 3rd of our Harmony couch. Waiting on the other 2 pieces. I understand with the supply chain issue l, there are delays, but the fact they are trying to place blame on the delivery service has me questioning everything they are telling me because I've worked with this delivery company for other orders before. If they are expecting an order, they would have it in their system and be able to tell me the ETA. I have also not gotten any email updates on this order from West elm. I only saw it was ready to be scheduled because I have been checking my one original order confirmation email. Would not order from West elm again!

THEN I tracked my order and it was received by them in original condition and packaging on July 19th. It is now September 2, and I have not received my money back from the returned order. I have called and been on hold now twice to resolve this for over 2 hours each. I have seen no change. Not only that, the 2nd representative, named Courtney, lied to me and promised she would give me a call back the next day after she checked on something. They are thieves. I would believe every bad review you read. This is my first time writing a review for any company. Don’t order from this over-priced company, which terrible customer service. There are better places to buy things that care more about customers. I’m done with them.

These people are working from home you hear the background noise and probably googling or YouTubing the answers to your inquiries. They won't provide any confirmation number at least so this way you know your issue has been taken care of. Nothing! They just charge your credit card that's when they are fast and efficient.

When I told them I would like to cancel and refund, they said 3 of my items is not able to be cancel because the "system" didn't allow them to do so... When I ask to speak to a manager, they said they are not available. They did not provide any other options to me. So they pretty much saying, "Just wait and when they are ready, you will get them," but don't ask me when because they don't know as well.... Please do not shop in West Elm as it will turn into your most painful heartache you would ever had. So what can I do at this point, just pray that they will arrive soon? They will take your money, delay their shipment with no confirmed date, and won't refund you the money.... AVOID AT ALL COST!!!

Original Review: Aug. 30, 2022

We ordered living room sofa and a set of chairs from West Elm for a few thousand dollars total. A week later the West Elm cancelled the order without any notice. When we discovered cancellation and contacted them, they said the reason for cancelation was wrong billing address (which might have been the case given that we just moved). However, they couldn't tell why they didn't give notice or haven't tried to clarify the billing address with us. They also refused to reinstate the order, even though all the items were still available, saying that we have to place a new order. Conveniently, the price for the same set of furniture was now $350 higher! When we asked them whether they would honor the original price, the response was: "that is not an option". Bottomline: if you are trying to shop with West Elm, you might waste a lot of time and get not furniture with tons of disappointment at the end. We will not be shopping at West Elm again.

Original Review: Aug. 30, 2022

I ordered the Blended Down Alternative Duvet insert from West Elm. the product states it has EUROBOX Construction which is supposed to keep the down in place. The EUROBOX doesn’t exist because the filling falls to the bottom, and sides of the insert. I ordered in Jan of 2022, but I didn’t receive for several months. I recently just called to see about an exchange, but I was not within the time frame. My residence was in the area of a declared national disaster called Hurricane IDA. I did have more important things to do instead of following up on a misleading poor product.

Initial attempt to contact customer service via email on august 12th went unanswered. Today, estimated delivery date delayed once more until September 21st. Again, customer service representative contacted via phone unable to tell me exactly what items are missing or source of delay. Providing an estimated delivery date upon purchase and then frequently delaying this date after fully charging the customer is misleading and unacceptable. Furthermore, not allowing the customer to cancel the order, nor being able to provide a reasonable explanation for these delays is an inappropriate business practice.

Original Review: I purchased a 30" round bistro table/marble top for my 95 year old mother who lives in an assisted living facility. She uses it once a day for coffee and toast. In less than a year the marble cracked, obviously defective. I called, sent pictures, spoke to more than 6 people, got nowhere. I asked to either replace the top with marble or concrete (since they are not making the marble one anymore), or replace the table entirely with anything that size, either round or rectangle. At best they would return it, which would leave my mother without a table, which would not work for me. I simply wanted any replacement so she would have a place to have her toast and coffee. They would not accommodate the situation.

She called the delivery hub and they confirmed that they did not have the hardware. Finally a new order for the hardware was placed. (Thank you to this person because they actually cared.) We received an order confirmation for the hardware. It will not ship until Sept 26 to October 14th! The countertop is said to come by September 9th. Another agent from escalations told us that there should be no reason why the order would ship any later than August 23rd, and that she would email me this past Monday about the hardware as she was contacting the distributing center. It is now Saturday and I never heard back from her. It is august 27th and the countertop still has not shipped. There is absolutely no way that if the item still has not shipped that it would arrive to the delivery hub in my city and be delivered to my home by September 9th. Sooo once again, this delivery date is going to get pushed back.

We have been extremely patient over the last couple of months. We called today and spoke with escalations again. The man RJ from escalations was extremely rude and cold and unable to understand why we were so frustrated and did not believe the countertop was going to come on time (because every single time we've called since June, we've been told "oh it's coming next week"). He refused to be on our side and be proactive about contacting the distributing center like the previous agent from escalations said she would. (We were told she hasn't heard back from the distribution center regarding the hardware... which is just concerning about their practices.)

His reasoning was that it would be too much work and that paperwork would be involved. I asked if I could speak with a supervisor who could help us be more proactive and guarantee that our countertop would finally arrive. He flat-out said No. I Then asked, if the countertop does not come by September 9th, then can we at that time speak to a supervisor who will contact the distribution center. He said no and that we should talk to any first level agent to get this resolved next time.

I've never worked with a company who has had a team member flat-out deny a customer their right to resolving an issue when they have already paid $1300+ on this item. We bought a new home this year and have spent THOUSANDS of dollars at West Elm. For someone who spends a lot of money there, I felt there was no appreciation for loyalty as a customer and extreme patience. I certainly will never spend another cent at West elm or any of their partner stores.

Oh yeah, I reached out to the customer service email and they straight up said that my issue had been resolved. So don't respond to this review telling me to reach out to the West Elm customer service email because that didn't work. Honestly at this point, I don't even care about the hardware. I can buy hardware anywhere. I just want the countertop! We have two bathrooms in our house. This vanity is in our guest bathroom. We can't even host people because we don't have a fully functioning guest bathroom where they can wash their hands.

By mid-July most of the items were still stuck on ordered and at first one or two items (a coffee table and a side table) were shown as backordered. After a week, most of the items were showing up as backordered. I understand that with Covid there are problems with stock supply and delays with delivery. What I don't understand, however, is lying on the website and advertising that the items are in stock and will be delivered in 2 weeks when they are not available. After contacting several customer service agents and wasting hours of my time being on hold and even getting disconnected several times, the dates for many items were pushed back even further.

What's worse than the delays is the false information on the tracking site. One item is shown as delivered, when I never even scheduled a delivery for it, and most of the items are shown as ready to schedule for delivery when the delivery hubs don't have anything yet. Not to mention, I paid for white glove delivery service and specifically indicated on my order that I want the items to be delivered together, only to find out that my furniture is spread across 3 delivery companies. Scheduling is HORRIBLE. You contact Williams Sonoma scheduling after being on hold for upwards of 30 minutes only to talk to a customer service agent who has no idea where your order is.

They inform me that my items are with a new delivery company Ryder Last Mile. When I contact them, they tell me they only have some of my items and that the rest are with a different delivery service. I was given 3 or 4 different phone numbers for different delivery hubs (Ryder Last Mile, Columbus, PP) and each person transfers me to the next one without solutions. I go back and forth with west elm customer service and scheduling and continue to be disappointed by the poor service.

Finally, I schedule separate delivery dates for split order (WHEN I ordered them to delivered together), and one of the items still has not arrived and will be pushed back to October when I was told it was being sent over to the delivery hub a few days ago. To resolve my issue, they gave me a 15% discount on a new item when I want to purchase from them again in the future. WHAT A JOKE!!! I will never be ordering from West elm again, and now I am wasting hours of my time to cancel the order which like their customer service will be probably be a horrible experience. Also beware, I have not received most of my items, but I have several charges on my credit card when those items have not been delivered yet!!!

• July 3, 2022 – received confirmation of order with a delivered window of July 16- July 30th. This is was the last communication I received from West Elm. I was also charged for this item on that day – despite being told that I would not be.

• On July 30th – Checked on line and found my order remained unchanged from July 3.

• On August 1 and August 2 - I tried to call the West Elm customer support number. After waiting on hold – both times – for almost an hour I gave up.

• On August 2 – I called the Skokie store for help. A worker there agreed there was something wrong, that I should not have been charged, and that it was weird that there was no change or status on my order. She said she would submit an “inquiry” and get back to me. She never got back to me.

• On August 5 – I called the Skokie store again. A different worker check and said that she could see an inquiry had been put in but that no response ever came back. She was going to submit another inquire to be sure the company got it.

• On August 8th – I had still not hear back so I went into the store in person. I spoke with a manager. She confirmed all of the above and also could not explain what was going on. She assured me she would work to fix things.

• On August 10th – received an e-mail from that manager stating that “I just received response about your order. The sectional was loaded today and will be in route to Denver. It usually takes an additional 2 weeks for the items to arrive.”

• On August 22- I checked the on line status of my order and it was still unchanged and did not reflect the e-mailed news from manger. I e-mailed manager and got a bounce back message that she was on extended vacation - and to ask to talk to one of the other managers.

• On August 22 – I called the store – asked to speak to one of the managers. No one called me back.

• On August 23 – I called the 888-922-4119 line and spoke to “Clinton”. After 50 minutes on the phone he was unable to help me either get the furniture or cancel and get an immediate refund. He said ½ of my couch had been shipped and was at the distribution center but that the chaise ½ had not shipped. He could not tell me when it might ship, whether is was indeed in stock, and could do nothing to expedite anything. He could only submit a “inquiry” like the store had done multiple times or get a manager. He also told me he couldn’t cancel the order and get me a refund because ½ the order had made it to the delivery center. He could only cancel the ½ of the couch that had not made it there. He put me on hold to get a manager.

After 20 minutes on hold – someone tried to come back on like and then just disconnected the call. I then went on-line to try to get this resolved electronically and my order suddenly and miraculously had been updated and said it was ready to deliver and to call 888-413-19892 to schedule a delivery. I immediately called the delivery number. After about 20 minutes of trying to schedule a delivery – the phone taker there got her supervisor to help. That supervisor said the items are NOT at the center and NOT ready to ship and then they transferred me back to West Elm customer service number. I have since written West Elm and gotten nowhere. Next step I guess is filing a complaint with my credit card.

I bought a new sofa from them and I chose specifically in-stock item because I needed it urgently. The delivery was postponed several times. Instead of a couple of weeks I was waiting for more than a month without clear delivery date. I couldn’t wait any longer and there was no guarantee that it wouldn’t be postponed again so I had to cancel this order. I spent hours searching for different non West Elm sofa since they put me in the position within days due to personal matters. Ikea was my only chance, so I bought it with an immediate delivery.

After that it’s been 2 months and I still can’t cancel this gift card and get my money back, even supervisors can’t do anything. Seems like a simple task but West Elm still can’t get their business in order and are dragging me into their bureaucracy where I have to navigate from manager to manager trying to get my problem solved. What a rotten experience! The furniture itself has great design (lack of quality though) but if you try to return something made-to-order even though it’s broken you’ll spend months waiting and hours on the phone line with them trying to get you back what you paid and potentially without any visibility when and if they will return your money.

Once I picked up the sheets, I unfolded them to wash and noticed that there were numerous defects in the sheets. There were pulled threads and snags and the sheets were very wrinkled. I decided to go to the store to get a different set of sheets. Once there, I was told by the sales associate that the sheets were all like this and if I didn't like it, I should return them. I did so and was told I would receive a gift card via email. I never received an email so I again phoned customer service. After numerous phone calls and waiting on hold for extended periods of time, each time I called, one of the associates issued a merchandise card to my email address. When I went to open the card, it said 'unable to retrieve eMerchandise details'.

Over a 7-day period, I phoned customer service numerous times, waiting on hold for hours each and every time I phoned. I was finally told that a manager in customer service would phone me. None ever did and yesterday I received an email stating that the eMerchandise card was cancelled. Currently, I am on the phone and have been on the phone waiting on hold for over an hour to determine why West Elm is unable to issue a simple gift card to one of their customers without the customer having to make repeated calls. The matter is still not resolved. The service at Pottery Barn, Williams Sonoma and West Elm is absolutely horrible. None of the employees at the stores or on the phone have received any training and they are rude, nasty, and disrespectful to their customers.

Original Review: Aug. 20, 2022

I purchased a sofa on 8/5 with an estimated delivery of Sept. 15-30. However, on 8/19 (2 weeks after the couch was ordered) I notice that the charge has disappeared from my credit card and all my money has been refunded? I check my West Elm account and the couch still says estimated delivery between Sept. 15-30? I called customer support & waited on hold for 45 minutes before I hung up. I also reached out via email, also with no response. I would love to know whether my order has been cancelled!

West Elm, this will be the last time doing business with West Elm, really nice furniture but horrible delivery service. Time is valuable and West Elm will waste your time with horrible waiting time frames. West Elm has changed the projected delivery time 3 times this summer, which prevented me from planning summer trips because of the anticipation of my outdoor furniture being delivered and being disappointed that every day since June 16, 2022 my outdoor furniture hasn’t been delivered.

When I asked for a refund - they said they could not refund me because the item had already "shipped". They would not return my funds until they received the item back themselves - from the very delivery company they said they "have no way of contacting". Had to report the transaction to my Capital One fraud department just to get my funds back - and now have to await the investigation. 4 months of hassle with nothing but frustration and 2-3 hours of waiting on hold for updates.

On June 4th, the delivery arrived at our house, but the chairs were not with it. I immediately called West Elm and they said the chairs would come in a few days now, but agreed to issue me the $259 credit, which they said would hit my account in 3-5 days. After 7 days the credit was not issued, and I called them asking for it. After waiting on hold for a substantial amount of time, I spoke to an associate who said that she would reissue it, and sadly, it still never went through in 3-5 days. I also wanted to get an update on the arrival of my chairs and they assured me they would arrive on June 14th. 3-5 days later I still did not have my credit and I was contacting them back and forth for days, while receiving a complete runaround.

On June 14th, the delivery company arrived at my house with chairs that were a different color than the ones I ordered. I immediately contacted them and after waiting on hold for a significant amount of time, I had to hang up due to this now taking time away from our work. I emailed them and was contacted by Ashley (who is now the 5th different person I have spoke to). She asked me to email her a picture of the chairs I received, and confirmed with me the chairs were definitely not the ones I ordered. I reminded her that we were also still awaiting our credit. At this point, our table and chairs set were now significantly discounted. That said, she told me the chairs would be re-shipped out and it would be a simple swap by the delivery company and said she would keep me updated regularly as updates on the chairs came in, but said they should be in soon..

I still had not heard back, so I called and emailed West Elm frequently and spoke to dozens of different associates, who all guaranteed my chairs would arrive and now they offered me an additional $700 credit (along with the $259 I still had not received), which sadly also had difficulty “going through”. We were on vacation and West Elm called us to state that the chairs would be delivered July 13th. Lo and behold, July 13th came and the chairs did not arrive. I called West Elm again and they said the chairs were never released so they would have to put in a new request.

To make a long story short, probably 20-40 hours of my and my husband’s time has been spent contacting West Elm regarding my ongoing issues, and despite asking to speak to one consistent West Elm employee regarding these ongoing issues, we have spoken and been redirected to several different associates (including but not limited to the following people: Dianne F., Jessica O., Ashley H., Amber T., Lisa, Jamella M., Treshia, Melissa M., Kimberly, Brittany A., Cassie M., Jelani S., Roy Perez, etc.), one terribly rude and aggressive customer service agent named Treshia M. ** who claimed they were in a leadership role even though I asked to speak to a supervisor and not anyone below them, and then finally one supervisor (Lakesha **) after repeated requests to speak to someone higher up.

Lakesha guaranteed she would call me daily to update me on the credit and arrival of the correct chairs, however she refused to email me a summary of our conversation and put this in writing. I also requested to Lakesha **, the supervisor, that she listen to the audio recording of my calls to hear how mistreated I was by Treshia, a member of the West Elm “leadership team”. Treshia literally made me cry while speaking to her because of how mean and nasty she was, and all I was asking for is the money that was owed to me and the correct chairs in a set costing us nearly $4,000 (all of which we paid in full already). Lakesha **, the supervisor said she was now “in charge of this situation” and she was finally able to issue our credit in August, and she said she would release the chairs for delivery, while sadly telling us that the chairs we were supposed to receive on July 13th were not ever released.

Lakesha also blamed the previous agent for messing this up in our conversation, however there were endless amounts of issues that have been ongoing, so it felt like a cop out. At the time I spoke to Lakesha, she could not provide me with an expected delivery date at this time, but reassured me she would keep me posted regularly. Sadly, Lakesha never called me back after this conversation and I had to reach out to West Elm several times to verify that these chairs were still coming. On August 10, after not hearing back from anyone via email and after waiting on hold for another 45 minutes, I spoke to Roy **, who sounded sympathetic, and he confirmed my chairs were in route and expected to be delivered on August 16th. He also stated that he would call me on the afternoon of August 16th to confirm I received the correct chairs and offer me compensation for my headache with West Elm’s customer service.

On August 16th, the delivery came and the same WRONG colored chairs arrived. I refused the delivery and requested proof of this via email, which I have in my possession. Also, on the afternoon of August 16th, Roy ** never contacted me to ensure I received the correct chairs and offer me compensation as promised. At this point, we want a refund for the matching chairs we never received. West Elm’s customer service is absolutely poor and nonexistent. Their business and organizational hierarchy does not support customers actually receiving items that they paid good money for and definitely does not ensure comprehensive customer service especially when troubleshooting issues that occurred due to their own mistakes.

I also have all of these correspondences documented via email (except Lakesha ** since she refused to email me) as well, so I can provide ample proof of this ongoing issue, in addition to requesting you access the recorded calls. It is now August 17, 2022, which is more than THREE MONTHS after my initial order for an outdoor table and I still do not have the correct chairs I purchased and the summer is almost over, so the table and chairs can't even be enjoyed for the season since we live in Chicago. The amount of time and emotional stress this has caused my husband and me is quite significant, and definitely not deserved after placing an order amounting to almost $4,000, for items that were supposed to arrive at the beginning of the summer.

Today, August 17 2022, I received an email confirmation that I had been CHARGED for the chairs that I had cancelled multiple times. Upon further investigation, I found that the chairs were allegedly delivered to an old address from 6 years ago in June of 2022! I called customer service and was told that they needed to update my billing address? After that, they told me they COULD NOT refund my credit card, and that I would have to physically take possession of the dining chairs (that were delivered over 2 months ago to an entirely different city!) and return them to get a refund. West Elm has committed fraud by charging a credit card without an up to date billing address, and refuses to rectify the situation. I will never shop here again and will be pursuing this through my credit card company and legal action if need be.

I left the issue alone and was pleasantly surprised to find that my table and one set of chairs were delivered (separately). However, I was still missing one set of chairs. I did not "sweat it," as I suspected the second set of chairs would be delivered by August 24th. Today, August 16th, I received a shipment from West Elm, but it was an outdoor sofa! I rejected delivery, as I DID NOT ORDER AN OUTDOOR SOFA! I was told by the delivery person (from Ryder) that West Elm would be contacting me within the half hour. No one called. After about an hour, I decided to contact West Elm. I was on hold for 30 minutes before a customer service representative answered the call. I stayed on the phone with her for an additional 30 minutes as she attempted to contact Ryder.

After being on the phone for an hour, I decided to trust that the customer service rep would call me back. She did. She told me the chairs were likely "lost," but they were looking for them and she placed a "replacement order." The replacement order will not be delivered until between September 23rd and October 13th! I was offered absolutely NOTHING (e.g., gift card, reduction in price, whatever) for the mistake and for my trouble. I am writing reviews where I can and telling everyone I encounter to beware of West Elm. Four lessons I have learned: 1. Never purchase from West Elm. 2. Never put a fairly large ticket item on a store credit card, in this case Williams Sonoma. 3. Always read reviews, as there are plenty of dissatisfied West Elm customers out there according to Google. 4. NEVER PURCHASE FROM WEST ELM!

The agent put in a request to cancel, but we still may get a call from the delivery company when it arrives. At every turn, this has been frustrating. I understand supply chain issues (though the problems should have been apparent a week earlier when I ordered), but I cannot understand that given all other failures to be responsive, they cannot simply cancel my order. The reviews that complain about their customer service are worth paying attention to.

Finally, someone told me the delivery was actually cancelled the night before because my item was lost - but not one notification was sent to me. Again, was told I would receive a call back but never did. Decided to call on Saturday and same thing - placed on hold for 1 hour to have someone tell me it was actually delivered but no one was home to receive it....EXCUSES! I received zero calls or updates from the delivery truck to tell me they are delivering it. Then they change the story and go back to saying it's lost. So now I'm told to wait 3-5 days...My husband and I are so tired of working with them. Absolutely horrible. Go buy elsewhere, I promise you no matter what, the customer service will be better than here.

Original Review: West Elm has been a nightmare to deal with. I have been left on hold for the last week between 30 min to over 90 minutes. Even after holding for almost an hour I was disconnected. Then finally I got someone on the phone after an hour and she has me holding to cancel an order that is not even on transit and keeps telling me it's not working. I received two ottomans and one is coming apart. I can't even set up a return for these. This is honestly been so stressful. I will never order from them again! After all this they tell me I can't cancel until I receive them and at that point I have to pay for shipping with white glove which is almost $300.00.

As August 2023 arrived, the package was yet to arrive. I reached out both to West Elm and Ryder for an update, and their response simply was that it was still in transit. This piece had been in transit for well over 3 weeks and no one was able to provide clearer insight on where the piece had gone. One sales representative at West Elm decided to then order the piece a third time, but now it was back ordered until November 2023.

Every single conversation with West Elm and Ryder customer support consisted of different interpretations of our order. No record documentation or logs show previous conversations, so all representatives had different narratives for the situation. I spoke with 3 West Elm Business representatives requesting for their contact information, just so I would get consistency in support. One gave me an extension number that did not work. The other gave me her email address that went unanswered despite follow up emails, and the last promised a follow up email the next day and never sent one. Through all this frustration, I turned towards to communication sources for potential resolution -- West Elm/William Sonoma's general trade partner support email and Instagram messages. I sent messages to both requesting support onto my order and both were left unanswered for over a week.

At the time of this writing, I am canceling my order with West Elm and moving my business elsewhere. I understand the issues behind the logistics of delivery, but what I found to be unsatisfactory was the lack of accountability, tracking, and communication that West Elm had with me as a Trade Business Partner, which they promote having access to a business representative as a benefit of working with West Elm. If this is the experience I have as a business partner, then it does not speak much for a regular customer.

They said that they would follow up but here we are on 8/12 and still no answers. We spent close to $5000 on this couch (an absolute splurge for us but we thought of it as an investment) and now I’m wishing we had spent our money with a company that at least communicates with us instead of running circles around us. It says a lot that reviews are not on the website - probably so that customers can’t see the endless complaints that are similar to mine.

So, when it finally arrived (on August 9th, 2022), not only did it NOT match the twin/same existing bookcase I purchased a few months prior, it didn't even match itself. The two sides were different colors. It looks like a cheap knock off! And now I'm stuck with a horrible mismatched pair of bookcases because how can I return this beast after taking it out of the box? And where's the quality control? $1100 pissed away. I'm so angry it's not even funny. I've spent thousands at West Elm but they'll never get another dime. I might file a claim/complaint with the Better Business Bureau. This isn't fair. Buyer beware. PS read the latest reviews on TrustPilot, this company has gone downhill. It's sad.

Fast forward two months, and the seat and coffee table haven't even left West Elm's distribution center. I've talked to customer service via email many many times (20 plus times, being bounced around between different agents each time) about their committed (and undelivered) delivery dates, and I keep getting non-answers.

I reached out to a local Mom's Facebook group (4000 members) in my area, and asked anyone else if they have had the same issues. Unfortunately, I am not the only one. Several of the group members had identical experiences. I then checked the West Elm Facebook page, and it pretty much says all I've said above. I wish I'd reviewed that before my purchase!

Today, the latest customer service agent said "I am very sorry you have not received an update on your order. The order is progressing with an estimated arrival to our home delivery team of 8/9. As the shipment approaches the furniture hub, the home delivery team will reach out to you to have a delivery date and time scheduled." Again, no confirmed dates (they also said I would be reached out to LAST Friday....nothing).

Just to note, I had asked an agent on the phone if I could cancel my order, and they said yes, but the $350 delivery charge would NOT be refunded as it is already at their delivery center. This morning my estimated delivery dates were updated to Aug. 15 - Sept. 2. They are AWFUL to deal with, the customer service team doesn’t care and they refuse to provide me with an escalation path to a manager. I spoke with a colleague of mine this morning and her neighbour had ordered from them in 2021 - it took them 14 MONTHS to receive their order....

I placed my order with west elm online for the cozy swivel chairs ivory color May 7th. At the time the website showed the item in stock and available to ship. I processed the order and same day received a confirmation email stating the chairs will be delivered at store and ready for pick up on may 30th to June 08. Next day I received an email saying the chairs were no longer available and will arrive sometime in August. So there is my first complaint. When I called the customer service number they were rude, not able to help, and provided me information saying ok my order was canceled (this is what I wanted to do at the time) however I didn’t receive any kind of confirmation so I decided to call back, when I did happened that the person who answer before didn’t even place a request to cancel the order and After some convincing I decided to wait for the chairs. May 24th.

I received an email saying the chairs were scheduled for pick up may 24th, and ever since the pick up date changes. Every day it updates to the following day. When I call the store which has been several times until now they don’t have accurate information they say one chair is here the other one is somewhere in Orlando, I call customer service they don’t see anything in the system and they see fulfillment shipments coming in twice now they have said this last time being the week before last.

Today I call the store and they still don’t know where the chair is and they are trying to help. I called this local hub number they provided for me to follow up since they can’t help and so far I’ve been on hold for 2 hours and 15 minutes and have spoken to three different people. And nobody knows, the lady that answered last did her best and helped me she said, but her help means I have to wait 3 days for west elm to reach back because they don’t have direct communication to the warehouse!! What kind of business is this? That I place an order and not one person is able to communicate to the warehouse to check on the item status.

This is ridiculous. Horrible Service and the worst is they expect you to thank them for their hard work in doing nothing. Because you end the call on the same status you started with no information and no hope of one. For three months I have been experiencing a level of negligence and poor customer service I do not think is worth my $1700 chairs.

I bought this for my new home and to host family coming the first weekend in August for my parents' Anniversary. Mortifying to have people sleep on the mattress on the floor. Do not even bother emailing where they say to you get a copy and paste response. This company is acting fraudulently using quick ship and charging and does not care. Maybe it’s just the light I got on quick ship instead of the dresser. When declining the delivery they wouldn’t take the huge box back. I would think someone would have realized that a light and dresser may just be package differently or in weight??? Absolutely ridiculous.

I cancelled the order. I was told a supervisor would reach out to me to try to make this right. Of course this never happened. I called again, asking for an item to replace the one I never received, at the same price as the original. West Elm is liberal with verbal apologies, but pretty resistant to backing the up with actions. During this call, with a very rude "Robert," I was told West Elm doesn't call customers. But I could wait another who knows how long, to speak with a supervisor. I finally decided to call it quits with West Elm. It's unfortunate.

If they had taken any reasonable effort and step to rebuild my trust and make things right, I was looking at several items of living room and outdoor furniture to buy. In the end, they showed they are dishonest, and don't care if I buy or not from them. So, I won't. I highly recommend finding another of the many midcentury modern furniture companies to work with. West Elm, and I assume all of William Sonoma seem to be very bad actors.

Another big regret was using the WE Capital One credit card where the consumer has no defense regarding billing errors. They made it impossible through incompetent associates to file a billing dispute. The staff is insincere, uncaring and worst of all misinformed regarding simple procedures. West Elm does not operate in the interests of its customers. Of course I closed my account - never again!

Now, we are not scheduled to get our order until Nov. 2022. After calling customer service to complain yet again, I was told by a representative that the delivery team could have left the entire piece and simply replaced the component that was broken in a separate order. If this was an option, it was not presented to us at delivery nor was it presented when I went to the store to inquire about the order.

It is absolutely ridiculous that this store is unable to replace a part or component of a bed at a local warehouse, but it is even more ridiculous that it may take us nine full months to receive this item. To say we’ve been inconvenienced would be the understatement of the century. The prices at this store would have you believe this is a higher-end retailer, but the lack of communication among vendors, the supply chain disparities, and the general experience is more comparable to a Craigslist scam.

In addition, my emails are no longer being responded to - even though I've expressed in great detail exactly what's happened to me and how disappointed I am with how things have been handled. This is BY FAR the worst customer service experience I've had. This is my dream mirror that was a present to myself for my 30th birthday. I can't believe how little they care about their customers, especially with how expensive their products are. I now have no idea where my mirror is, or if it will ever come. Oh and they CHARGED ME for this mirror a month ago when I ordered it. I'm also moving in a month, and if the mirror doesn't arrive before then I have no idea what I'm going to do. Never again, West Elm.

The "supervisor" I spoke with said the complaint was reasonable, but that there was nothing they could do -- the policy now, they said, was only for 30 days, which suggests how confident West Elm is in its product. For the money spent on this couch, we could've bought far cheaper furniture that probably would've lasted longer. From now on, we will. The West Elm stuff we bought was essentially a scam: It was marketed as "all weather" when it wasn't, and when it was patently clear that it was a faulty product that didn't remotely meet the standards West Elm advertised, the company did absolutely nothing to remedy the situation. Shop literally anywhere else.

I bought the whole set of which dining table and buffet had issues. It's been 4 months that I am waiting for the replacement with absolutely no information or communication from West elm. While we were buying the stuff, which is extremely expensive for what you get, they were claiming an extremely responsive customer service and stuff like no issues with deliveries. We are stuck with our money and there is absolutely no customer service. PLEASE REFRAIN FROM BUYING STUFF FROM THIS COMPANY. Extremely disappointed.

Since each customer service email from them takes 3 days, the process of trying to make any changes is lengthy. I requested a cancellation. Days later I received a reply telling me "This item has already shipped and reached your local hub." What is a local hub? They could do a "dock return" but wouldn't be able to refund my shipping charges. It has become my responsibility to pay for West Elm's internal transfers. They seem to play with the words "shipping" and "delivery," so anytime anything moves from one place to another, the customer is charged.

If I was standing in a store, instead of ordering on-line, would I be charged for an item to come from another store??? I doubt it. And, of course, they charged my credit card as soon as they got the order, not when it "shipped." This is the saddest display of customer service from a company which is otherwise well-respected - Williams Sonoma. I'd be happy if they would at least return the cost of the item and give me store credit for the non-shipping, non-delivery.

Today I decided to call to find out if and when it will ever turn up, after speaking to Sean and trying to explain the situation, he said that I had returned many of the items (nope, I really have not). Seriously God knows what goes on here at West Elm. I just want what I have paid for back in May for goodness sake. He had no idea what I was talking about (of course). I told him that I had received an email from their media team back in August advising I could return the order for a refund and to be honest, I have had enough, I want my money back now. Just take the order back and give me my money. Guess what?? He cut me off. So, not only have they stolen my money, they have not sent me the whole order I paid for, and now nobody will even speak to me. GIVE ME BACK MY MONEY, it's been 5 months!!!!

Original Review: I ordered a large amount of outdoor furniture from West Elm 5/7/22 a sectional, dining table, chairs and side tables, total for the order was $10k+. When we placed the order the delivery estimate was mid June which we thought was fair, the furniture looked beautiful online and we were excited to receive it. We received the side tables 2 weeks later.

We kept checking the delivery dates online for the remainder of the order and these delivery dates kept getting pushed back again and again. I would say I called west elm customer service a total of 15 times to date asking where my stuff was. They had taken the money for all the items and not delivered. On a few occasions I would get someone who would actually speak to me but the majority of the time I was greeted with a “it will arrive in the next few days” slur. The line went dead of many occasions, basically no one was interested in speaking to me and solving the problem.

Eventually after screaming at a customer agent I was assured that my furniture would arrive July 15th and also that I would receive compensation after the products had been delivered as the majority of products were now on sale! So, the day before my delivery I receive a voicemail from west elm advising that part of my sectional would not be delivered and it would follow on in a few days. I called them yet again and was greeted with a gentleman who basically should not be in that career. The level of empathy was zero and he was basically saying, "That’s that you’ll get it when you get it." Wow, yet another shining star from west elm.

I received my delivery after 10 weeks and I am still waiting for the part of my sectional which is missing. Funnily enough it never arrived in a few days! 3 weeks and no word from west elm. I have called yet again 3 times and have been greeted with the same lies and the same “oh I’ll put you through” line goes dead. How on earth a company is allowed to trade like this is mind blowing. How can this be allowed that they take your cash and do not delivery the products you have ordered. If you were considering making a purchase from West Elm, please DON’T! Save yourself the headache and go somewhere where they don’t lie through their teeth and steal your money!!!

Fast-forward a couple months and some of the items from the original canceled order are finally in stock so I've been getting multiple notifications about getting them delivered with notes that payments will be taken out of my account. I placed multiple calls to try to get this order properly canceled and head off any payments. I also managed to get most of the remaining refund and was going to just eat the couple hundred dollar difference between what I paid and the revised price that they put into the system due to the mess from back in July.

I thought we had resolved that issue but I got another email from them today saying that a payment had been made on three items from the original order and that they were ready to deliver. I checked my bank account and nearly $3000 was charged to my card for an order that I was assured multiple times had been canceled.

I called customer service and was told that no manager would speak to me because I was supposed to keep working with the social media customer service that had been unable to help me back in August, except maybe for that one woman who called me out of the blue and gave me no contact information. The social media service I had been emailing with was a different person every time and they were slow and inadequate in their responses, so trying to get a refund through them will likely take weeks, if I can get a refund at all that way. So West Elm is, for all intents and purposes, refusing to do anything to refund my money on an order that should have been canceled. I informed them that I would try to contest the charge with my bank and get compensation that way and they didn't exactly fight with me to get it resolved in proper manner, so now I've got to deal with that mess.

As a side note, on the replacement order, I received four of five items right away. The fifth item has been delayed multiple times. When I finally was able to get a delivery date a couple of weeks ago, the delivery service had only been given half the item. They later just assigned me a delivery date that I can't do without asking and I'm not even sure that was for the full furniture piece either. I think I finally have a delivery date for the whole item next week, but we'll see.

The service continues to be unacceptable for what is not a cheap brand. Items were scheduled to deliver that did not make it on the truck. Dates get pushed back multiple times. I've gotten bounced from one department to another to the outside delivery service back to West Elm. I've spent probably eighty hours trying to get a simple order resolved.

Original Review: I purchased six items from them in early July. Three were to come last week; three in October. None of the three items due last week turned out okay. One came but was missing hardware and I was told it would take a month to get a basic set of screws and fittings, so I bought replacements. One item was canceled even though I had paid for it and the replacement date was first October and is now Thanksgiving. The third item is supposedly floating around the distribution center, but no one there can find it and the date for eventual delivery keeps getting pushed back.

I tried to get them to replace the items I had ordered with the same items in a different finish that they theoretically have ready to deliver. Two people including a supervisor told me they could do that, but they just put me on hold and never came back. The third person I spoke to said they could try to cancel but it would take two weeks for the request to be processed, at which time who knows if the pieces currently on hand will still be there. I might be worse off, having to start all over.

I don't see why they can't cancel my order and replace it since four of the five pieces have obviously not begun manufacture, three of the pieces haven't been charged to my card yet and the one piece that is theoretically ready to go doesn't actually seem to be ready. A few reps have basically told me they can't find it and/or it's listed in the system as having been delivered. No one can help, no one can give me correct information, I get different information from everybody at West Elm/the delivery hub/the warehouse, everybody just talks happy corporate talk but no one can actually do anything. They keep saying everything is on track, but that's obviously just flat-out not true, since every single piece has been screwed up so far. I have a small studio apartment and I have everything just on the floor in piles because of this delay.

The long version: on 2 Aug at 3:22pm I receive an email from West Elm asking how my interaction with Charlene went. Super weird since I never spoke to a “Charlene” on Aug 2. Thinking this was an error and there must be a status update regarding my order, I check the tracking status and it says “ready for scheduling”. Excited, I called West Elm’s customer service and spoke with Laquista 2Aug at 4:08pm to inquire about status of delivery. (Was transferred by 1st rep who said the order was canceled and I needed to talk to a csr). Laquista says the order is ready to be scheduled for delivery and that someone will call me to schedule. I tell her that the website tells the customer to call. She says “Well they usually call but I’ll transfer you to scheduling”.

I am transferred to scheduling and an auto message tells me to enter my delivery zip code. After entering my zip code it automatically disconnects the call. I call back and spoke with Tanja who says the order is at the distro center at fidemitone NJ and provides their phone # 866-787-6356. She then transfers me to this number. The distro says West Elm has yet to deliver the item to their distro so a delivery cannot be scheduled. They told me to call West Elm and get the tracking number and a trailer number and call the distro back with that info so they could perform a reverse lookup.

Called West Elm…again and spoke with Asia at 4:31pm EST and asked for trailer number and tracking number. Asia says trailer # ** and the tracking # does not exist because West Elm has not sent the product to the distro. Asia then looks at the order notes and states the order was canceled at 1:30pm EST by Charlene because “customer filed Consumer Report. Cancel order due to not in stock”.

Charlene V canceled my order immediately after I filled a Consumer Affairs complaint. Charlene V is also the name of the West Elm representative who responds to a lot of these Consumer Affairs complaints. Coincidence? I think not. I am still without my chair and seriously think the company is involved in multiple scams. First scam being false advertisement and second scam is with ensuring Consumer Affairs complaints are never posted.

Original review: Ordered a “In stock and ready to ship” chair from the West Elm website on June 13, 2022. Delivery window was Jul 17-31. Called customer support on Jul 27 to see where the delivery was. The rep told me the chair was at their NJ warehouse and as soon as it's scanned I’ll receive notification to schedule the delivery. I had family in town the weekend of Aug 1 expecting to have my furniture delivered before then or at least delivered during the window provided. My family have since come and left but my furniture is still stuck in limbo. I’ve called multiple times and was told the chair is now still in fulfillment. **!!!

I’ve since ordered furniture from Wayfair which was delivered with white-glove service and no longer need the furniture ordered from West Elm. But because the West Elm order is still in fulfillment it's not eligible for a refund. Never ordering from West Elm again! Most of their products say “in stock and ready to ship”. This is a LIE!! I don’t understand how a company can lie to the public and claim to offer services that are unavailable.

Original review: I used this Parsons desk less than a year, and the edges of the desk are showing wear. I clean with water and only use the desk 5/months a year. Customer service said it is over the year and it's my responsibility for repairs. I bought the desk the end of the summer for my New Jersey residence and go to Florida in October. So basically, I never used in 2020, and used it 5 months 2021 and seeing it now in 2022 it is showing much wear.

At this point I told them I was on Room and Board’s website and got a bed that would be delivered in 6 days and need them to issue an immediate return and refund. They acted as though they were doing me a favor by doing a return despite that via the terms of service I agreed to as a customer, they are obligated to issue a return. Thanks for nothing. I spent 90 minutes on the phone during this call and they were totally fine to just leave bed pieces all over and me sleep on a mattress to for 65 days before me demanding a return. PS. It’s been a week and I haven’t heard a thing. We just moved into a new home and have been using a variety of different stores to furnish it and this is the worst experience I’ve ever had while shopping for furniture or home decor and frankly, maybe in general. I will NEVER buy another thing from West Elm. Never.

So I wrote back asking that since West Elm messed up my order and it would be significantly delayed if I reordered it as a pickup, would they cover the $99 delivery charge to have it sent to my home instead of giving me the 10% discount which would only cover some of the cost. I feel like this is a fair compensation. I didn't hear back so I called their customer service line today. I waited 30 minutes to get an agent, gave him all the details and order number, was waiting for him while he checked everything only for him to disconnect me.

I am a good customer of West Elm and Williams-Sonoma and just don't feel valued. It seems hopeless to try to get anywhere with customer service. They also have a system that actively discourages a store pickup but rewards customers who pick the expensive home delivery cost. Don't offer store pickup if you don't want that kind of business or have a fair system that doesn't make customers wait so long if they want to pick items up at the store.

I called West Elm and spent over an hour on the phone explaining the issue to an associate and a supervisor to request a replacement and their response was that it’s beyond the 30 day return window and they can’t make an exception or do anything about it. I asked if this is a common occurrence to have furniture fall apart after 5 months and they stated it’s not, but also proceeded to tell me that this is considered “normal wear and tear”. I don’t think anyone buys furniture expecting it to fall apart in 5 months. There is probably a reason why their website does not have customer reviews. They are selling poor quality products and ignoring blatant defects. Please do yourself a favor and avoid West Elm. It is too much of a gamble and if you do have an issue you are basically S.O.L.

After talking to West Elm about this they offered us a small credit (enough to buy a sheet set) so we ordered another set of sheets and pillow cases in December 2020. I received the pillow cases on July 26,2022 and the sheet sets ordered were crossed off with a sharpie. Apparently after 6 months of waiting they are no longer available. I asked them to send UPS to pick up the pillow cases since they won't match the bedding I have. They said they don't do that. So now I have to go to UPS and hope that they refund my money.

Customer service all the way through this transaction has been horrible. Long waits on the phone to talk to anyone, only to be told that they are sorry about the delay and blaming it on supply chain issues. That alone was enough for me to never shop there again. To add insult to injury, the original set of linen sheets we got tore within 6 months. If you care about getting purchases on time or the quality of the purchases, don't buy from West Elm.

They then put in the order and said the chair would be ready in July. We received no further updates and when I called this morning, I was told it will be delivered in late September, over a year after we ordered it. Furthermore, they said they can't do anything to compensate us for the inconvenience and the fact that we laid out a large amount of money - hundreds of dollars - for a chair that has yet to arrive. They said after it's delivered we can ask about that - at this rate, I'm beginning to think that they will keep pushing back delivery so they never have to make good on this total screw up! What a total scam - a totally unacceptable experience from a name-brand store.

Original review: Placed an order back in February and was told everything was in stock. It is now the end of July and I have been given the run around for months on when the items will be scheduled for delivery. I get transferred 5 times every time I call. The scheduling department says that everything is ready to be scheduled for delivery and then tells me that they can't so someone will have to call back. I never receive a call back... Shocker! Save yourself the headache - do not buy from West Elm.

Why am I paying $375 for delivery when this is the worst delivery service I have ever experienced. Stop lying to customers when they order furniture and if you can’t live up to what you have said then send a new one at your own cost. Literally received 2 confirmation emails of delivery and 1 out of 3 items is coming. The other two are in transit and have been for weeks. Completely disappointed. Never will I recommend to anyone purchase anything from West Elm.

Every time I call the customer service reps say the table is coming in 3 days which must be a standard script they follow and a complete lie. I have no update. No products. I have paid for my couch and rug in full and it has been 3 months. The balance of the charges should only go through upon shipment which seems to be an error on their part since I have no updates on my order. Incredibly maddening experience. No one is able to help by email or phone. It is such a shock they are still in business. Don’t waste your time! There is a reason they don’t allow reviews on their website.

4- The center leg is much shorter than the other legs and does not touch the floor.

I am 100% sure this is a floor model as the legs appeared glued on.

Original review: My scheduled couch delivery was canceled 3 times on 3 different dates for 3 different reasons. Today's most recent attempt I was told was because of construction. But other cars were able to get on my street. The drivers never notified me that they couldn't make it. I had to call and was on hold with 4 different people for over an hour to find out. One operator even tried to tell me it was my fault because of my phone. This is the most expensive item I have ever bought and I cannot seem to get it. The whole reason I purchased the item in May was that it was listed on your site as "available in the warehouse for delivery". I guess that was never true. I really do not know how to get this couch and do not want to cancel it. I currently have a fourth delivery date on Tuesday, August 02, 2022. But I really doubt that this is going to happen.

Original Review: July 19, 2022

I have found working with West Elm frustrating. I wish I had read the reviews before I placed an order. I ordered and was charged for a sofa and chair supposedly quick ship June 4. I also ordered a table and 2 chairs - the table was back ordered. Nobody has any idea where the sofa and chair are even though they show as ready to ship online. They were fully paid for and I was assured they would be delivered by June 29. I call repeatedly and get no satisfaction.

3. They then lied to me and said they'd "escalate" this to get me off the phone, saying that I would receive my order this week but this week has come and gone without a peep from the shipping hub team.

Moral of the story is: DON'T BUY WEST ELM. If you like the furniture, I guarantee there are great dupes out there which offer better pricing and logistics. An archaic, un-customer-focused and bad business that deserves to be beaten by its competitors.

P.S. What I've shared can pretty much be rinsed and repeated with almost every customer who's ordered big piece furniture items from this absolute joke of a business.

The truck arrived 3 hours before scheduled delivery and I was the only one at home. The deliverers were super nice. I told them to set the boxes down in the front. When my wife came home 5 minutes after they left, we immediately called customer service to ask if they could come back. Today, tomorrow, sometime, anytime. I would even have paid more and tipped the drivers. Nope, I had accepted the delivery, transaction complete.

Transaction is the right word here, as it is more or less the opposite of relationship. If we had wanted to be treated like a transaction, we would have gone elsewhere. Now we're stuck setting all this up ourselves, angry at each other even though it is not our fault. They did not arrive at the appointed time and they never explained they were contracted to do the setup to me. I'm not faulting the drivers in any way. Good young men. The COMPANY should know better. That's unacceptable to leave their customer in the lurch like that.

At night, we realized that they did not install the ladder properly; there are several missing screws (from the top and the bottom). As such, the ladder is swinging back and forth, and it’s not safe for a child to climb on. I reached out again to the customer service. Today is day 14 from the installation, and the issue has not been resolved. Every time I reach out, I encounter a different customer service representative, and they provide conflicting information. I cannot get a supervisor on the phone. I have spent so much time on the phone and email to resolve an issue that was caused by their team due to lack of attention and proper installation. All I have heard is that they are “sorry for the inconvenience” and that they “take the safety of our children very seriously.” Yet, at day 14, we still have not received the missing screws to stabilize the ladder.

- To replace the entire order, which means waiting for another 5-6 weeks for the bed to arrive, which is more than “inconvenience” for us. In the meantime, they do not provide the missing screws. Thus, the bed will continue to occupy space without being used. At this point, our trust is so low in the company; we cannot hope for a better experience.

- Deny the replacement and accept some compensation. Details of this are unknown, as they refuse to talk about it until the missing screws are placed (although that has nothing to do with the scratches). Thus, we cannot make an informed decision. Lack of transparency is mind boggling.

It really should not take more than 2 weeks to receive three pieces of missing hardware. This is a safety issue, not some cosmetic concern. We should not be begging to speak with a supervisor without avail. Resolving this should not become a second job for us. We are beyond frustrated.

I spent almost an hour on the phone with them, they foisted me off from one person to the next, they said it's going to take 72 hours to even find the couch and after that they'll reschedule the delivery, but they have no idea when. I explained the situation to them about my sister needing a place to sleep, absolutely no sympathy or attempt to speed up the process or help me in any way. Totally disgusted by their clear lack of concern and refuse to do business with them going forward. I was always a fan of West Elm products but if this is the way you deem it appropriate to treat your customers, they will never receive my business again. I asked for compensation and they said "maybe" they would talk to me about compensation after I get the couch, but given how terribly they've treated me so far I'm not holding my breath. What a bunch of cons.

I already contacted Customer Service but of course, because it is past warranty, they won't do anything about it. They consider it "normal wear and tear." I used to buy exclusively from West Elm and their sister stores (even applied to all their credit cards), thinking, "I don't mind spending more at these places because the quality is worth it," but I was obviously wrong. No one should have to take a gamble and hope their furniture lasts more than a few years. A table shouldn't crack on its own just by sitting there. I feel so bad for everyone else who has to learn this the hard way. Don't be an idiot like me. Save your money elsewhere.

Original review: My husband and I ordered outdoor furniture in April for our newly renovated patio. It’s now mid July and we haven’t received half of our sectional. We were so excited to enjoy our summer on what we thought would be a nice sofa sectional (which was over $3,000). I have made multiple calls to customer service, today I spent 1.5 hours on the phone and all I got was “a lead is looking into it and we have put in a ticket.” No action was actually made to recover the items or ship a new sofa… which could take another 3 months at this point. I will never recommend this company to anyone. My in-laws are renovating and furnishing 2 homes currently and I will make sure they don’t give this company a dime.

After calling and waiting hours to speak with a representative, West Elm explained that the bed that we ordered was never in stock and had never went into production, despite being confirmed for delivery days prior. In asking to speak to a supervisor, the call was disconnected. This happened dozens of times, and we have spent countless hours on the phone with West Elm only to receive little explanation or solution. The cherry on top was that the coffee table that was supposed to arrive in June, had been delayed to July, and had then been delayed to October.

Weeks after we bought a replacement bed off the floor of West Elm and had to pick it up with a rented u-Haul (because they wanted to charge us $150 for a delivery despite cancelling our order out of the blue) we were charged by West Elm for the price of the bed. You know, the one that we didn't receive on our move-in day, that caused us to spend even more money on a style that we didn't event want...

We have now been on the line with West Elm for two hours trying to rectify this charge, and have been disconnected several times. There is no accountability, no ownership, and no integrity in shopping with this company. Purchasing three items of furniture have taken hours off of our life. They should be sued for fraud. Please avoid at all costs if you want to have a seamless moving experience. They get away with it because they are a big name but it is disgusting.

In addition, the store was initially not willing to refund the $329 delivery fee on the original sofa purchased even though it hadn't been shipped. After several communications and a request to speak with the store manager, they provided a verbal agreement that they would refund the original delivery fee for the unshipped sofa but only AFTER the second sofa got delivered. We decided to go with West Elm because of the seemingly well-designed and aesthetically pleasing products; however, had we known about the delivery issues, poor communication, and non-sensical policies (e.g. delivery fee refund), we would have never gone with West Elm. It has been an extremely frustrating and disappointing experience and would NOT recommend shopping here for big-ticket furniture items. We will certainly not be in the future.

Two weeks later, we were notified that the in-home delivery was ready to be scheduled. We called and set the delivery date for June 12, 2022. Unfortunately, this was just the beginning of our nightmare. I rescheduled my meetings, so I can stay home and wait for the delivery. My husband planned to leave work early and get a bottle of wine so we could finally have a nice dinner at home. But the table arrived damaged. The delivery team said they had to send it back to the warehouse, and I had to call to schedule another delivery. By this time, we waited for SIX weeks and couldn't return it due to the no-refound policy (It was also on sale right after we got it. And we couldn't get a price match). There was nothing we could do other than keep waiting.

One week later, I contacted customer service and got a UPS tracking number because I didn't receive any updates. Two giant UPS packages with unassembled table pieces arrived on June 24 with our confusion about the"In-home delivery" fee we paid. Then I called again and was notified that I had to schedule an installation. And again, we canceled our long-weekend plans just to wait for this table. The assembling team came but told us they couldn't assemble it after opening the packages. It needs to be sent back to the warehouse for installation and then to be delivered to us. At this point, we have run out of our patience. We are very disappointed and don't have any expectations about this table and the company anymore. We loved this table so much, yet it cost us so much time, trouble, and inconvenience. We hope this issue will be solved ASAP and get compensated by the company.

I reached out about replacing it and spent hours on the phone with people who didn't actually have the power to do anything for me! They then offered me 15% off a new table. What a joke!! That is what you offer someone for waiting on hold for an hour and a half and giving them the run around (Which I Did)! I will no longer be shopping with west elm and I will be sure to tell everyone I know to steer clear of this horrible company.

Original Review: July 1, 2022

Updated on 07/08/2022: The last two weeks of dealing with this company has cost me multiple afternoons of chasing down info and has completely drained my energy. My partner and I went into a store a few weeks ago and ordered a couch that specifically was in stock because we did not want to wait 2-3+ months to get a couch. We were told there was one we wanted in stock and it would ship in 1-2 weeks. All week I received shipping updates via text and email today, and was sent a link to schedule delivery. I scheduled delivery for a Friday and as late as that morning I received text updates that my couch would be delivered that afternoon. I live in a condominium complex that requires scheduling of deliveries and a fee for larger items which I paid.

Minutes before my couch was scheduled to arrive I check that status and it says "cancelled, call customer service". I do, and I'm told that my couch will not arrive for 2 months at a minimum. It took hours to get any useful information and no one I talked to seemed to show any interest in helping me. One even tried to blame me for the mixup somehow. It's unbelievable that if you pay almost $3000 for a couch this company doesn't provide any assistance or information to its customers.

All of this already warrants a one-star review, but it gets worse. After calling for hours and hours my partner gets in touch with a general manager who is sympathetic and believes he can help us find more information about what happened and what our options are. Later that evening, we get a phone call from a corporate customer service rep who is very sorry and offers to look into the issue to us and provide us with discounts due to all of the trouble caused by the last minute cancellation. She assures us that she will send an email with her personal desk line and more information right after the call, and call us back early next week when she gets more information.

I was relieved, until no email showed up I never received a call from them. I checked the spelling of my email before hanging up, and I still get promotional emails so I know that they have it. I've checked the inboxes and spam of all my emails, still nothing. I emptied my voicemail box over the weekend so I know I would be able to take a message, but still no voicemails or missed calls.

I just spent my fourth afternoon of sitting on hold with their unhelpful, disinterested, and demoralizing customer service line to try and get in contact with my supposed "personal" corporate customer service rep, or literally anyone that can help me in any way. I'm so tired of sinking time to investigate everything on my own, and their support lines only seem to make everything harder and provide no help. The only reason I haven't cancelled is that I planned my entire living room around this couch, and now I'll need to look for something comparable that will work with what I've already bought.

I'm totally spent. This is the worst customer experience I've had in my entire life, and somehow it happens with a supposedly high-end brand. I've had 100x better customer service from lower cost brands like Wayfair. Before you shop here, look at all the 1-star reviews this company has racked up. It seems like there's a new horror story every week, and it never seems to get better. Please do yourself a favor and go somewhere else. You'll never know when your furniture will show up and good luck figuring it out yourself when it doesn't.

Original Review: Please do yourself a favor and listen to all the 1 star reviews on this company and shop somewhere else. This is sincerely the worst experience I have ever had with a company, and I've had to deal with many terrible companies in the past. I ordered a 92" harmony couch in a shade of color that they specifically had in stock. The store manager showed me the listing on their end saying that they had one available, and they took my almost $3k and I received a notification of the order and tracking info.

The week prior to arrival, I received daily emails/texts about the status and a notification to schedule delivery. I scheduled for a Friday afternoon and as late as 11am on the scheduled date I was checking the status and it was set to deliver between 12-2pm. I checked at 11:59am to check the status and it says canceled and to call customer service. I do and they tell me the EARLIEST it will arrive is a full two months from now.

I am irate. I had to talk to several customer service agents to get any sort of answer and a response that wasn't blaming me for the issue somehow. Still, there's nothing that can be done and I can't get a clear answer as to why I wasn't made aware that they didn't have it until I personally checked the status minutes before delivery. I am at a loss for words- I planned my entire living room around this piece, and took time off work, to accept the delivery of this couch. Now I either have to sit on the floor all summer or cancel the order and find something else to fit into the space. Stay far away from this company if you value your sanity. If you can't physically carry a piece out of a store, assume that you will optimistically have to wait 3 months for it to arrive, and you might get unexpected delays on the order of months up to the last minutes. Seriously, just go somewhere else.

Original review: I purchased a sectional on May 31st from West Elm. The item was listed as a quick ship item and in stock, ready to ship in 1-5 weeks, with arrival window of June 07 - June 21st at the latest. I purchased the color that was listed as "ready to ship" in order to receive the couch sooner than later, otherwise I would've purchased a more suitable color.

I've called customer service over 3 times with no solution. I've gotten the run around with each customer service rep telling me that the items are at the warehouse and ready to deliver and that I should hear from someone by the end of the week with delivery instructions and date. I was told this 3-4 separate times, separate weeks, after calling in when I received NO word. It is now July and I still have yet to hear ANYTHING from West Elm on delivery. This is false advertisement and wrong and I am very disappointed in this company's service. You should not list something as in stock and ready ship, if you are unable to meet that deadline or even come close to it!

Was told I could send it in for a refund or accept a $800 dollar discount. Unfortunately am not able to submit for a refund or replacement cause need furniture in the Airbnb. So planning on getting it repaired & recovered in a different fabric. Have three more airbnbs that will be completed in the coming months but now am hesitant to use west elm to furnish them. Very upsetting situation.

Original Review: June 29, 2022

I ordered a floor mirror from West Elm in Feb 2022. After waiting 2 months for a delivery date I called and cancelled the order. I was told the order had just shipped and I would be contacted by the delivery company to schedule delivery and to just Tell them that the order was cancelled. There was NO mention that there was "no guarantee" that I wouldn't get a full refund. (If I had been told I probably would have gone ahead with the order). Instead the NEXT MONTH the mirror gets delivered! Just left on my porch.

I called again and told if I wanted to return it I would have to arrange for the delivery company to come back and pick it up and return it to West Elm. I not only had to ensure Nothing happened To the mirror for a week while waiting for the delivery company but also had to take a Half day off Work to stick around waiting for them. And then I had to wait another month for west elm to credit my charge card. THEN to add insult west elm charged me $91.59 as a delivery charge! When I called to complain I was told that since I didn't pay for "white glove" delivery there Was no guarantee that they could cancel my order when I had called and avoid delivery. What about the MONTH it took from shipped to delivery???! End of story ... I found a very similar mirror on Wayfair for Half the price and it was delivered in 2 days! Wouldn't recommend West Elm. Visit Wayfair. Their customer service is excellent And they stand behind their products and service!!

I went to the store on Saturday to find out what happened. Eventually, the clerk figured out the fabric I had chosen (as recommended and ordered by their associate) was no longer available on that chair and I needed to order all over again, going to the end of the line. So, instead of contacting me to choose new fabric, they just canceled. Instead of informing their salespeople about inventory shortages or changes, they let them order stuff that doesn't or won't exist. They took my money and my time with little concern for their ability to follow through. The consequence for me is a month of wasted reliance on West Elm delivering what they promised and what I paid for. It is also four weeks wasted with no furniture in my room. And it is me now having $500 stuck on a West Elm gift card that I don't want.

To make things worse, there is no other fabric that will work in my room, so I am saddled with $500 of what was once liberated Visa gift card money, but is now committed to West Elm. I would have never converted the Visa card if I hadn't been able to place the order I wanted - which is why I didn't order the gift card until I was in the store with the associate who was simultaneously submitting the chair order.

Finally, I called customer service today to speak with someone about their dismal follow through on orders, including their dismissive and wholly unhelpful notice of cancelation, as well as their ethically fraught decision to refund all my gift card money as their own store credit. After a long wait on hold, an agent answered with a child crying in the background (no dis to the woman or the child, but right away I knew her full attention wasn't on our conversation). After I gave her my order number and explained the situation, I realized she was no longer on the line. I promise I was explaining calmly! After several minutes of silence, I was kicked back into the hold line and was getting a recording about "more than 15 minutes" of wait time on the line.

At this point, I have gone to the store twice (once to order and once to find out what happened), been on the phone once (to register a complaint and ask for the $500 in a more fungible currency), and am now writing this online review (because there is no way to write to West Elm's customer service department directly - you can only call and I won't do that again). It's been a huge waste of my time. It has literally cost me $500. I have no furniture. And West Elm couldn't care less.

Original Review: June 26, 2022

Bought a linen quilt from West Elm hoping that the description was true and it would get "softer with every wash". However, only a couple of months after buying it, the only thing that it has gotten is rattier. The filling is coming out of multiple "holes" in the quilt on both sides, and we are left with fuzzies everywhere on our bed and a progressively thinner quilt. After trying to talk to customer service about this, they told me that since the 30 days were up, there was no guarantee on my order. A quilt should last more than 30 days, especially ones as expensive as those from West Elm. Super disappointed both with item quality and the brand's backing up of their items...

Original Review: June 23, 2022

I purchased two large Huron Lounge Chairs. The website said "available and ready for shipping." This was a bold face lie. I have yet to receive my chairs. After numerous calls and emails to the company, I was told they have a flat rate shipping policy. What that means is your order will sit on a truck going to your general geographical area until it is completely full, no matter how long that takes. They will simply keep pushing back the delivery date. This is dishonest and misleading. It is a bait and switch tactic to get an immediate sale over competitors who are able to ship immediately. Had they fully disclosed this, I may have decided to buy elsewhere. This is not a supply chain issue. Transparency is important in business and they have failed miserably, losing me as a future customer.

Original Review: Bought a couch and rug 4 months ago and I still have not received the it, even though the website said ready to ship. I used a gift card and they didn't use the gift card and made an unauthorized charge to my credit card. They said they couldn't refund the charge or use the gift card. They said to use the gift card on another purchase at West Elm but I'm a little skeptical to use it because they might do the same thing again.

Original Review: June 22, 2022

This the absolute worst nightmare experience I've ever had. I've ordered the sofa back in February, had the order bumped and then cancelled. Re-ordered, delivery scheduled and cancelled w/o reason. I've spent countless hours with them on the phone and support who can do absolutely NOTHING! We're just going around the circles where they either tell you to call tomorrow or next week. When you call, we're back to square one. It looks like West Elm has serious supply and customer service issues. I would stay away from ordering anything from this company.

The delivery crew and I spoke to their dispatch and they took away the second broken countertop while putting in my order for a THIRD countertop. I was told at the time that there was one in the Columbus area and that it would only be scheduling delivery that would delay it. Unfortunately we are reaching the end of the delivery window (6/24/21) and when I checked today, having not heard ANYTHING, I discovered that it won't be delivered until 7/14/21 AT THE EARLIEST, 6 weeks after my second, replacement, countertop was delivered broken. I have been in active communication with West Elm customer service via email and phone all throughout this process.

This is for my only bathroom, so for this whole time I have had trot across my house to use my kitchen sink for all normal bathroom sink needs. The fact that I was also not told that the delivery of my third countertop was delayed is unacceptable. I had arranged with my contractor to find time in his schedule this week to install the countertop and sink once it is delivered, and I would not have had him move things around for me if they had let me know that my delivery was delayed again. I thought purchasing my vanity through West Elm would provide a quality product and a high level of service, but I was sorely mistaken. The price is not worth the hassle, other companies provide marble top vanities.

I didn't mind that it was opened and if this piece were in better condition I would have considered keeping it but I was extremely disappointed. I have been trying to return this item for the past 5 days and I feel like I have been given the run around. The first customer service rep told me that the item should be returned using the prepaid postage. I never received it. The second rep told me that the delivery hub (I now know it's fidelitone) would schedule a pick up in the couple days. Never heard from them.

The third rep told me he sent the postage twice and I should receive it. Of course never received those either. The fourth tried to send me another pre paid postage after I told him the previous reps already tried that and then proceeded to schedule a pick up. Still haven't received the fourth postage or the call for schedule pick up. At this point I think as the customer and reading other reviews that this company lacks quality control and sells bad furniture and then make people keep it because they can't seem to figure out how to get the customer to return it. It's not the most expensive piece of furniture but $900 isn't worth just giving away.

West Elm uses third party delivery people and only know who is delivering the day of the delivery. Definitely not worth the price. I should of went with IKEA. West Elm's furniture is not very durable and comfortable. I know this from the years of purchasing products from West Elm. They are trying to make their furniture look good but if you are going to pay these prices, you are better off with Room and Board.

I tried to call customer service to see if I can get a replacement for that one drawer. After being on hold for forever, I was then told that someone would call me back in a week to schedule a time for someone to come in and check out the drawer. That didn’t sound right to me since there was no way I could track my request nor follow up on my own, I was at the mercy of a phone call that may never come (spoiler alert, it never did). I asked for a direct number to call instead of having to wait for someone to call me but was told there was no such thing. I asked could they at least email me and rep said that they should.

Fast forward a month later and I received no such call or email (you would think they’d leave a voicemail if they did) and more screws have since fallen off. I’ve had to repair it on my own and for a bed that’s $3K, am sorely disappointed with the quality. Luckily I’m more resourceful than what I would imagine the average consumer to be so I’ve salvaged the situation on my own but am very disappointed with how West Elm treats its customers as well as how they clearly don’t stand by the quality of their products. The only reason I’m giving this review two stars vs one is that the smaller items we did order such as a nightstand and mirrors were delivered quickly and was in fantastic condition. Just please don’t order any bigger pieces of furniture. For the prices they charge, it’s not worth the terrible quality.

Desk comes in, BROKEN!!! We put it in our car and drive again to the store. We ask them if we can get new items delivered to the store, so we can come and check on them, but that option is not available. New desk delivery is being pushed, and pushed, and pushed..showing now August, but who knows if it will come damaged again. Well today, the bed shows up. Good news, not damaged. Bad news, wrong bed!!! We paid extra for a certain design, that's not what we ordered. Called for a replacement. Now we are gonna wait another half a year until we get what we paid for. It's a never ending horror story with no other solution, but to bring items back for a replacement and wait. Something needs to be done with this nonsense. We will tell everyone not to chance it with West Elm.

We have also purchased several CB2 items and have never once had an issue with delivery, customer service, etc. Right now, we still have no idea where the items we paid for over 90 days ago are, and no one is willing to help. The West Elm customer service team keeps pushing it off on the shipping hub, and they shipping hub says they continually need to run audits, but don’t know the findings of the other 5 audits they’ve already run. This is absolutely absurd and because of this, we do not recommend West Elm in the slightest bit and will be taking our money to CB2.

The stings continued to get worse, the seams started to separate and the fabric started to pill. I took off the covers to see if I could sew them back together and was met with a nest of strings inside. The quality is terrible. I have reached out to support with exactly 12 email exchanges and no one would contact me other than first line of support (it was mostly just me following up). I have also provided photos of the couch and chair to support as well. Finally after months, someone responds and they offer me a fuzz remover tool and again was told they would reach out to the delivery quality team. A fuzz remover will not correct seams coming apart and holes starting. It will not correct the awful look of the couches at this point.

Don't buy couches and chairs from West Elm. I wouldn't purchase beds/bedding either - anything with seams. If you do purchase it, understand that you will not receive any support for the poor quality, if needed. I am done with the emails back and forth, it is clear they do not care about me as a customer or resolving the issues or refunding me any money. I have had the couch and chair for less then 2 years now. I am so frustrated with the cost of these and the quality. I just want my money back and the couch and chair removed.

Wait… This wasn’t West Elm’s fault, but the West Elm warehouse miscalculated? Right… They mis-charged me, admitted that they did, and then told me that the best they could do was issue a store credit. I finally got frustrated and they agreed to give me $10 back on a $300 order. I can’t believe I wasted an hour and a half of my time being told I was an idiot when I had proof from West Elm. Unbelievable. Also, support@westelm.com is no help.

Now fast forward to today 5/26 and lo and behold they AGAIN bring the wrong piece of furniture. Now we're expected to wait another 3 months to maybe getting the correct piece delivered, but I'm not holding my breath. So basically it will be almost 1 year from the original order to possibly get our originally ordered sofa. No phone calls, no apologies, no compensation of any sort. Would strongly recommend against ordering from them despite their furniture appearing nice. They have the absolutely worse customer service and are completely inept at correctly giving not only a proper timeline on delivery but also on actually completing their order correctly.

In sum, my experience boils down to this:

4. There is no flexibility that incorporates the customer experience.

I have been trying to resolve multiple issues related to an order I made several weeks ago. Each time I call, I get a different response as to what is possible or not possible, and each agent cannot seem to connect my problems back to a previous call. No one seems to be dedicated to something that is escalated or urgent. I am still trying to get resolution. Please help!!!! Others thinking about purchasing from West Elm, please be warned.

I have been trading emails back and forth with them for the last two days now trying to figure out what happened and find a solution. They are now telling me there is nothing they can do, and that I need to re-order the mirror, with an expected delivery date of September. This is nearly 5 months after it was originally supposed to arrive. On top of that, they are telling me I need to spend the $159 shipping costs, but can 'reimburse me $59.77 on the purchase, and give me $89.66 store credit'. This doesn't even cover the full amount of the shipping costs, which I already had paid for in the original purchase. Not to mention I hope to never have to use their store credit again. I like West Elm's products, but will avoid them at all measures going forward because of their customer service.

Despite saying they will not ship to me for a full 7 months from now, they would not cancel my full order. They were able to cancel one mirror, but not the other. They said my only recourse is to file a complaint with my credit card company. I double checked, and the website still shows the items as in-stock and shipping within a month. They only tell you the real story after they charge your credit card. How is that not fraud? I, of course, did contest with my credit card, so I'm hoping I don't get charged. However, I will never get back the hours on hold and the crazy feeling that I'm living in an alternate universe where a supposedly legitimate company has this level of terrible customer service. -Jessica

Unfortunately we are going through this again with an outdoor sectional. We ordered through them again, against our best judgement. The sectional was listed as in stock when ordered and said we'd receive it in 2 weeks. Since then, it's been pushed back at least 3 - 4 times again. Every time I follow up I get a different story. "Everything is in, just waiting on cushions" "Cushions are at the distribution center, it can take them 48 hours to get them off truck and start filling back orders". Currently on hold with them again waiting for a Supervisor. 50 minutes on phone, 30 of that waiting for a supervisor. Still holding. If you can avoid them and take your business elsewhere, you will save a WHOLE lot of headache and wasted time.

I can't believe I am spending this much money on a couch just for it to be backordered again and again. And again, the whole reason my partner and I didn't get our first choice was because we didn't want to wait this long! We were planning to order more furniture from West Elm once our couch was delivered but with their delivery times, I don't think we will anymore.

I reached out to East Elm customer service for further guidance. The response that I got was that we were "not supposed to leave the item in direct sunlight for extended periods of time and are supposed to cover the item or bring it in when it is raining. Because the item was left outside uncovered during the rain, it would have caused warping, etc. which does mean this is not a defect as it was listed in our care instructions."

So... this is advertised as OUTDOOR table. West Elm suggested 1. to bring a 120lbs table inside every time it rains?! 2. not to leave the item in direct sunlight whereas the pics on their website show this table outside in sunlight! This is clearly NOT AN OUTDOOR table and it became defective because it was outside! Of course, West Elm did not take any responsibility and instead let me know that I was not following their direction for the outdoor table that was clearly not meant to be used outside. Also, their strategy is handle situations like this that are frequent based on other reviews here is to apologize, apologize, apologize but really do nothing to remedy the situation.

I started this process back in June 2021 when I emailed West Elm customer service in reference to the drawers on the bed that had collapsed. After waiting months for delivery, our bed, amongst other furniture, was delivered and installed by Fidelitone delivery service on January 7, 2021. The bed broke by June 2021. I emailed pictures and went through the required claims process. On August 28, 2021, after my multiple follow-ups and several emails later, a repairman was sent to fix the bed. The same repairman determined that the drawers could not be repaired and the bed would have to be replaced. Again, after several follow-ups, calls, and emails on my part, I was told a new bed was ordered and I should receive it by the beginning of November.

After not receiving the bed, I followed up and was told that someone dropped the ball and the bed was NEVER ordered like it was supposed to. By this point, it was January 2022 and I was told that the bed was no longer available or in stock but that the drawers would be replaced...I patiently waited. I received an email about the delivery that was to take place on March 5, 2022. I noticed that it only mentioned (1) piece of furniture, therefore I took a proactive stance and called to confirm, since we have multiple drawers that needed to be replaced, not just (1). I was advised by the delivery company (Fidelitone) that the whole bed would be replaced and that was the reason the email only mentioned (1) piece of furniture (1 piece=1 bed).

Since they are supposed to be the experts and I am not in the furniture business, I took their word for it. Upon delivery on March 5, 2022, and after emptying out all of the drawers and moving other furniture out of the way, since we were expecting a whole new bed, we were told by the delivery men that they were only replacing (1) drawer! Which didn't make sense because we have multiple drawers that have collapsed and I had made that clear when I filed the claim back in JUNE 2021 and when I called for clarification before the delivery date.

On March 5, 2022, during the attempted delivery (we were advised, by the customer service rep via phone, to refuse the delivery due to the incomplete order). The delivery company spoke with the Fidelitone representative and they took the item back with them. I spoke with Emily, from the delivery company, who stated she would send an email to West Elm stating all the issues I've been having. I also spoke with Audrey, a West Elm representative, who stated she would be noting the account and ordering (4) drawers and following up with me on March 12, 2022, which never happened.

Here we are on April 11, more than a month later from my last correspondence and almost a year since I started this process, and my issues are yet to be resolved. On April 5, 2022, I received an email asking me to schedule the pickup of the drawers from the attempted delivery on March 5th. Those drawers were never dropped off so I'm not understanding what they are supposed to be picking up. I attempted to call Fidelitone but the phone just rang and I was prompted to leave a message, which I did.

Again, I have been very patient throughout this process but at this point, I am in awe with the disorganization and lack of follow-up from West Elm. This is not what I expected at all. I hope you agree with me that this is not acceptable under any circumstances. It's been almost ONE YEAR and my issues have yet to be resolved...we still have a broken bed. It's even more frustrating because the cost of furniture from West Elm is not cheap and I, therefore, expect better quality and response. The bed didn't even last a whole year. The West Elm/William-Sonoma chain is very respectable and we have spent thousands of dollars with both name brands, this incident truly surprises me.