West Elm Reviews

We saved our pennies to buy a new couch and chose West Elm for their history of quality products and modern designs. After spending nearly $4,000 of our hard earned money and waiting months for the arrival of the new couch we were unbelievably disappointed by the couches condition from The start. This was supposed to last years, we would hand it down to our kids, and it didn’t even last a month. From the start feathers came flying out of every disproportionate/oddly shaped cushion, we thought “maybe it just needs to be broken in.” However after 3 months the cushions were falling apart at the seems, literally, and the shape only got worse. The frame began to sag and the wood began to peel apart before our eyes. We finally called at 6 mos hoping customer service would offer a replacement or refund.

I ordered this $1K TV Console on 12/12/21 knowing well enough that it would not arrive until 1/6/22. This got pushed several times until finally delivery was scheduled for 2/17/22. I had paid to have them deliver into my home and also build it for me. Immediately the delivery team tells me there is no hardware for the item. They state it should only take a day or so, so they’re going to unpackage the item set it down in my living room and West Elm will reschedule someone to come build the item for me once the hardware has arrived to the hub. I called for the entire first week… Got the runaround from everyone I spoke to. Like others here writing reviews, they would absolutely not offer any compensation or apology for this mistake, at some points it felt like they were blaming me for this error.

As soon as Christi was involved, matters were resolved promptly. I have received all the furniture bought. Only reason I give it 3 stars rather than 5 is because of the wait time to receive the furniture given the timeframe I was initially promised (expected to be received in early February, and received most of it in late March).

Order No. **. Order Date: May 16, 2021. We ordered 6 chairs that were supposed to be delivered August 2021. As of 3/3/2022 we still have not received chairs...delivery has been pushed back 3 times. I asked for a tracker/tracer to be placed to find where the chairs are and every time I call they say they need more time and they will give us more options after the chairs are not delivered after this next delivery period of 3/13/22-3/31/22. By then it will almost be 11 months of waiting!

I'll preface this by saying that I RARELY write reviews. But after 13 months straight of issue after issue after issue, taking time off work to deal with aforementioned... What's another 20-minute post to hopefully warn others of the absolute hassle purchasing from West Elm becomes. I was SO excited to finally fill our family's "forever home" with quality furnishings, assuming that with spending so much, the whole experience would be similar, from buying to the delivery. What a farce. I should bill them for how many hours I've spent since my first purchase over a year ago (still waiting for my $2,300 chair and we're going on 13 months now...oh, but I was still charged for it). Unreal. Lost items, broken "custom made" items, being charged for items I had canceled months before but still arrived at my home.

Ordered a couch in Aug 2021. Was told at the shop it would absolutely be no more than 5 months before we would receive the couch. After the 5 months expired and we had heard nothing from West Elm the entire time I began the journey to try to cancel the order. The runaround I experienced was incredible. They would tell me they were going to call me back and never call. It seemed they just wanted to get me off the phone as none of the reps take on a case in particular. They have no ownership for helping you. They just pass you onto the next person by telling you any old lie. Yes I was outright lied to.

I purchased a New Haven couch the first week of July 2021. I recently received my couch 7+ months later after being told consecutive times they were unable to locate my order. They charged me a month before my couch was delivered. When I was told different at the time of purchase. Once I received my couch I had a few things wrong with it. The double chaise sectional back support had less cushioning than my other part of my couch and I found a small tear on the chaise. I was unable to send the product back therefore they were only able to give me 20% percent off my order with no store credit. For the price of that couch it was upsetting to have a delay wait time, a small tear, and a lack of back cushioning. I WILL NEVER order another product from West Elm! I recommend everyone do their research before ordering anything from them.

The chain of command is clearly an issue at West Elm and their parent company Williams Sonoma Inc. I ordered an Andes Couch which was beautiful until the couch covers got damaged (EASILY) and I had to order $700 NEW couch covers. They not only took 7 months to arrive, but they came in a completely different color to the original couch after they had confirmed the color was the same as the purchased couch. I ordered replacements which came 7 months later and were completely wrong colors again after confirming the original color.

I ordered the Vertical Grow Wall System from West Elm for $700. The shipment arrived with a broken header. I returned the whole package which weighed at least 70-80 lbs, had to wait for UPS to pick it up. When I received the exchange I started building it but then realized it was missing a crucial piece, the footer. I called customer service again and requested that they send me the missing part. Customer service said they could not send individual parts but since I had partially built it they would send me another Grow Wall System. I had waited for this package for 3 months and finally called West Elm customer service to be told that it had to be approved by the supervisor.

Placed order in January, cushions were in stock and never got delivered, then told payment didn't go through, my bank informed me their website are trying to take a a non secure payments, hence it was declined, very worrying. Then they took payment again over the phone and now delivery in May. Worst possible customer service, they just don't care, very dismissive. How a company like this can survive is beyond me. Let's hope I get my money back. I Would never ever recommend them, so please think twice when using this company.

I purchased the Chadwick bedframe. I had an email saying a label was created and then they stopped updating me. I called several weeks later and they said they delivered it. I informed them it was never delivered. Then they said they lost it. Now I have a mattress on my floor that is probably being destroyed from having to walk over it since I have to have my old bed still up. Customer service was unable to rectify the situation and has informed me my bed will be here in August. It’s February now. When I called customer service they said they would be able to offer a discount. Then they said only 10% but you can talk to (beg) my supervisor because they are “trying to limit the discounts they offer”. Obviously this occurs a lot if they have to stop offering discounts. Why are they asking me to beg for a mistake they made and I still have no bedframe?!?

We experienced the worst execution of product delivery imaginable due to a series of systematic failures by West Elm, the parent company Williams Sonoma, and the contracted 3rd party delivery companies. The ordered product was West Elm Norre Blonde 80" Media console/cabinet. The series of failures are outlined below.

In a word... customer service is awful. Just awful. Backstory - we moved here two years ago and furnished the house with many pieces of furniture from West Elm and three large area rugs. I recently noticed holes in our distressed Ensi rug underneath our Spencer chair legs that have worn the rug almost completely through... In two years time! When I originally bought these I spoke to salespeople both here in Austin and in the NY store about the fact that I was planning to purchase these chairs to place on this rug and asked what rug pad I needed. I went with the recommendations. We are two older people living here and there is no traffic in our home other than us. So, what happened to cause this? I called the Austin store and they instructed me to write to customer service, send pictures, include the order info and wait for a response.

Ordered items months ago and had delivery dates pushed back week after week. Cancelled all items 3 weeks ago and still have not received a refund. Do not under any circumstances order through this company as they refuse to send you your money back. You'll be told tickets have been sent to a support team who you are not allowed to speak with and neither are they. It is outrageous a company is allowed to operate in this way. AVOID!!!

I have been a long-time customer of West Elm but never again. They behaved abusively with regard to customer support and put me through hours of time on phone and email for a $90 item that was ordered in August, set for delivery Sept. 10, 2021 but never arrived until February 23, 2022. I asked them numerous times to simply cancel the order--I had already ordered the exact same product from another company and it arrived in 3 days--so there was no need to keep the order. But they refused saying that they couldn't cancel it and they were "waiting to hear back from the vendor". I have never experienced this level of incompetence and disrespect for my time.

Bought what looked like a nice white iron bed online, it appeared to be heavy and quality material. Upon receiving the bed quickly realized That it was hollow and very cheaply made, I am so disgusted with this company. The bed is put together in my basement and it’s a piece of junk no one would even sleep on.

I ordered an Open Box sofa from West Elm on January 23rd. The estimated shipping at the time was roughly 2 weeks. As it was approaching that time, I proactively went into the order online and saw it had been delayed by a few weeks. Given the current supply chain state, I was not surprised, but was surprised that West Elm had not notified me. A few days I did receive an email letting me know the delivery window had been pushed out to early March. The email told me they were working to get my item to me as soon as possible, but that there were delays. A few weeks later I logged back into the order and saw the delivery window had been pushed to end of April. West Elm did not email at all about this update.

I ordered a dining table in November 2021 and should have been delivered before Christmas. Here we are is now February 22 and we are still waiting for the item. It’s been on transit from New Jersey to Florida for 2 months. No one can give me the correct answer. It is beyond ridiculous that my family doesn’t have a dining table to sit together for dinner. Would absolutely not recommend West Elm. I should get compensated for their lies and the dissatisfaction on their service.

I ordered a sectional at the end of August and was told it would arrive by the end of November. Now it is almost the end of February and the couch is still nowhere to be found. What’s worse, is West Elm doesn’t give updates so I have to keep calling and asking about it. Oh and I found out that they accidentally have my couch being shipped to the wrong address! So it it en route to Utah (last I heard it was in California) but I am in FLORIDA. Every representative I’ve talked to (because I’ve called about 5-6 times now) has said that it shows the delivery address to be in Florida but they’re “so sorry there seems to be a miscommunication with the shipping team” and every time they “will notify the shipping team and call when they have an updated delivery time”. Of course I have yet to receive such a call and instead I have to keep calling back to get the same answer that “we’re trying to resolve it”. So in the meantime I am waiting for this couch that might never arrive!

We purchased the Newport chaise sofa in March of 2020, right before lockdown. The couch has not held up well. Right away we noticed that the couch became discolored and saggy. Over time the issues have worsened. The latch that connects the sectional broke and all the cushions move and slip. We had guests over for the first time over Super Bowl 2022 and after sitting for a while our guests would feel as though they were slipping off. Indeed they were, the bottom cushion moves very easily. The couch was not cheap, but I feel that the quality did not match price. Then I realized there is no way to review couch on West elm page. Will not buy from them again. My last couch lasted 10 years! This one is 2 years old and I already want to replace.

Our new chandelier from West Elm is quite beautiful: "Large Rectangle Hanging Capiz, White." We were pleased to buy a sustainably sourced chandelier after ours broke. The video on the West Elm website advertising its environmental and labor standards was comforting. In general, we appreciate West Elm's recent actions on fair trade. However, when the chandelier arrived it was wrapped in Styrofoam and tons of single-use plastic --- and not just a bag of plastic around the whole chandelier, but about 200 little single-use plastic bags wrapped around every single string of capiz.

Reluctantly I decided with my wife to order furniture through West Elm and ordered quite a bit included a entertainment system, matching bookshelf’s and the harmony couch. The couch was on back order and our biggest purchase. When I went to the store at South Coast Plaza, the employee educated me on the billing and credit process. It was explained that since my order is back ordered and custom, I would not be delivered the order until June 2022. This was understood and they charged me a freight charge of $250 and said all items will be delivered on the same date when the couch is ready. They also stated that the order would be charged once it is “shipped”. We placed this order on Jan 2022. The employee notified us of the credit card that gives rewards, which was a great benefit of 10% back on purchases so we put it on the card. We signed and ordered the furniture with the understanding we will not be charged until it ships.

Updated on 02/28/2022: I will never buy from West Elm again. They had me going around in circles and after a month they still had not sent out the items that I purchased. They have terrible customer service. The end result is me requesting my orders to be canceled.

We bought our daughter several things for her new apartment 16 months ago. She recently noticed a 17 inch split in the wood on her headboard (NOT a scratch and no other damage to furniture). After a very long phone call with Customer Service & an email, we are very disappointed in the outcome. I understand you have a one year policy, however, being in business ourselves and especially with manufacturing workmanship, it’s highly likely you could help us better than to say “sorry you bought our inferior furniture but if you would like to pay someone more money to fix it, it will be in the condition it should have been for many years after you purchased it.” When people choose to buy your products they go to great pains to spend their hard earned money and have many other places to spend those dollars.

I ordered a marble coffee table and the quality was terrible. First of all, it took months to receive the table. I was fine with that but after waiting for so long only to receive it scratched and damaged. I was disappointed. I called customer service and got a replacement. Waited a long time too to receive the replacement. Unfortunately, the replacement was also terrible. For the price I paid for, I was expecting high quality. I asked for a full refund this second time around. Never shopping here again. Their products are so expensive and the quality is terrible. No wonder they have no reviews on their website like other online stores.

Dalton Sofa that was in your store in Huntington Station, NY is not the same product that you have now delivered to 2x to my home. The chaise along with the two-seater are all made from the same material. What was delivered is not. The bed came damaged and on the second delivery, it was damaged again. Despite numerous attempts to resolve this with West Elm customer service over the past 2 months, they have now not stopped responding to me. Last communication was on 1/13/22.

I specifically was looking for a rug that was in stock, ready to ship. I chose a rug based on a needed date with time to spare. The website advertised it being able to ship and a confirmation email was sent. Only after a late delivery I am notified via email that once again due to covid, the item won't be shipped for another 3 months. Meanwhile, if I go back to the website today it is still advertised as able to ship within a month. The times of blaming everything on covid are over. If you can't deliver, don't promise. Stop wasting your customer's time and just be upfront and estimate the ship date 6 months from now. I'm done buying from West Elm/Pottery Barn.

Updated on 02/25/2022: In my earlier post I explained how West Elm screwed up the delivery of a sectional I ordered resulting in my cancelling the entire furniture order of rug and leather chairs. My wife and I actually went to West Elm and had a store manager cancel the entire order. Now, weeks later, West Elm charged our credit card $875 for the area rug and tried to schedule a delivery. This company has no clue what it is doing. Horrible service. Stay away from them!

I ordered a comforter and pillow shams; comforter arrives but no shams. I contacted West Elm who now informs me the shams are not available for 5 months. Um, why are you selling items you don’t have? There is no way these will be the same shade. Just a huge waste of time.

Ever wonder why West Elm doesn't allow reviews on their website, because they would look exactly like this page. They sent me the wrong toolkit and then offered me money to keep furniture that I can't build. They also referred me to Home Depot to help build my desk that I bought from them, because of a mistake on their end. Save yourself the headache and buy from somewhere else. I promise you'll get your furniture a lot faster and probably have a better experience with customer service elsewhere.

Updated on 03/11/2022: After my initial review of West Elm, I received a generic email asking me to send order details to their customer service. I sent an email to support@westelm.com with all the details of the purchase hoping they would follow up but that was done on Feb 11, 2022. It has been a month and I have yet to receive a response. I am still waiting for them to refund the said amount for the coffee table that never came on an order I placed in July of 2020! If this doesn't scream poor customer service and management I don't know what does. Very disappointed.

After lots of research we decided to take the plunge and order a matching sofa and chair from West Elm. It took three months for our order and we upgraded the fabric. After three months the fabric is already wearing, stretching and pilling. We are very unhappy with this as we paid extra for the fabric and it looks used up and sloppy. The foam is wearing down, there are dips in the fabric where we sit. We are not large people at all but this thing must have been made to either look at and not use, or for some teeny tiny stick people. The matching chair we purchased is lopsided, like the frame was unevenly welded, we didn’t notice this at delivery. We got more use out of our old Bassett sofa than this set. Will never buy again or refer anyone to West Elm for furniture, save your money. There has to be other options out there that have better fabric and foam and will withstand overall better.

West Elm was able to locate an option that was readily available. Unfortunately, it took a lot of people to get here. The customer service has gotten better since 2018, but they are still blind to what their vendors have on hand. I appreciate everyone's help. I hope your management can find a solution to the overall material/inventory management and vendor communication issues that plague your company. Please, West Elm management, help your great customer service team by giving them the tools they need!

I placed an order 7 months ago which is still incomplete. I asked for my money back 2 months ago and they still haven't given it to me. This company is a joke. I ordered from Castlery and it arrived in 2 weeks. Much better company.

I purchased a velvet quilt and shams online and the items were on sale at the time. I decided I wanted to swap them for another color before they even shipped and was told to wait for them to arrive and to do a return to swap them out for the different color. When they arrived I called again to make the swap. I was told I could make the return, but they would not honor the sale price for the different color. This amounted to around $120ish more. Not a huge amount of money but this seemed like a completely reasonable ask to get the same product in a different color at the same price. After all, I’d been told the first time I called to wait for them to arrive or I would have canceled them right away or ordered the other color I wanted while it was still on sale.

Update review a week after, I had luck contacting customer service via the email (the online form) instead of phone line. The agent responded appear to be more knowledge about issue which is on the billing side, and after fixing it, the order turned to prepare for shipping in 36 hours, and appointment scheduling shortly after. And the patio furniture was delivered today without any damage (thankfully) and within the window provided. Overall satisfied with the quality, just wish the company reached out more proactively about issues encountered during the process.

I ordered a bench and chair in December of 2020. Not only have I still not received the chair after calling multiple times, it took them until June of 2021 to get the bench and WEST ELM Customer service saying it is being shipped (to not receive the product or updates). I have to keep calling and when I said I should be receiving some type compensation or discount on a second chair they offer 15% credit!!! They offer 20-30% on Black Friday and other times during the year. I should get it for FREE at this point! Absolutely disgusting. Even though the customer service agent was nice… repeating “I understand, but there is nothing we can do” at least 5 times. The script doesn’t work when you're a multi-million dollar company offering 15% to someone who is waiting 1.5 years (AND STILL DON’T HAVE THE PRODUCT…BUT THEY UNDERSTAND). By the way… I would never get it if I didn’t keep calling.

Ordered furniture for my new house @July 4, 2021. I still have not received separate bar piece. To match my dining set. The dining room set is not of great quality. Very soft wood everything dings it. I'm still waiting in Feb 2022. The only time I know every time I go to tracking pushes date a few more weeks. Super frustrating. I paid for the item in November . When I call customer service in Nov. they said it was being shipped..again now it's February with no resolution in site.

I purchased a dining table set in July 2021 knowing it wasn't estimated to arrive until October 2021 per their website. Since October, I get new monthly estimates pushing out the date of delivery by exactly 1 month and when I track my order it says 'backordered.' It is now February 2022 and I still have no idea when the dining table will arrive. I've contacted customer service twice to see if they could provide any realistic date and the most I could get was there was another shipment coming Feb 5th and they were "sure" my ordered would be in that shipment, but they could not confirm it or provide any details or estimates. And while today is just Feb 4th, my order has now been updated with a new estimate delivery between Feb 11-Mar 3rd. Will it arrive in March or will I get another email in March saying it's coming in April? Who knows?

I purchased a sectional sofa. The day it was delivered the delivery team & I noticed the clamps to attach both parts of the sofa together were missing. Both the delivery service & I notified West Elm immediately & took photographs of the product. West Elm customer service stated they would send the parts to fix it...which they did several weeks later HOWEVER they refused to send someone to install the clamps on the defective sofa they delivered. When I called to advise them I was not able to install the parts myself & that they were refusing to send someone to put the missing part on the sofa, they gave me about 4 different stories about how to resolve the issue, none of which involved them fixing the issue.

Terrible quality, and warranty. Bought a 76" Harmony Sofa. After two years of normal usage, the center beam of the bottom frame cracked as I sat down one day. There is now a large dip in the middle. Contacted West Elm, and they informed me that since it was past one year, they couldn't offer any help. I guess I should be thankful that my $1500 couch lasted more than ONE year??? Wow. Will never shop there again.

I placed an order for a dining table that was out of stock with an expected delivery of January. I was informed that the delivery was delayed and would be shipping end of March however they charged my credit card the full amount. I called to cancel the order and the customer service rep said that because my credit card was charged I had to wait until the time of delivery in order to process a refund. MEANING, I am paying interest on my credit card for a $2,000+ table that I no longer want for another two months until I'm able to cancel?! HOW IS WEST ELM ALLOWED TO DO THIS??? Terrible.

Months of waiting for "in stock" item. No response after several emails. Company just takes your money and doesn't bother to respond. I can't believe this is what West Elm has come to after years of shopping there. Never again. Will be starting a credit card dispute at this point.

I ordered an outdoor table and chairs in September 2021. The table arrived in October and we still have NO chairs. My credit card was charged in October and every week the website is updated to say it is shipping this week. Then by Friday the website is updated to say it will be delivered next week. I called customer service, the call center employees look up your order number and tell you exactly what you can see on the website. They have no additional information. They should be able to tell you where your order is located. Is it in the LA port, still in China, on a truck to the warehouse somewhere? They should be able to tell you exactly where your order is located and exactly when it will arrive. This nonsense of telling you every week it will arrive next week is unacceptable. I am starting to think the chairs will never arrive. Beyond frustrating.

I ordered a sofa back in September 2022. Was promised a delivery date in December. After several delays, customer service has been unable to effectively track and deliver accurate information. Currently the sofa shipped 11 days ago and no delivery date has been available for scheduling. Horrible ordeal and experience.

I ordered a Harmony Modular Sectional Set in July. I was told it would take 3-4 months for delivery and I thought wow that seems like a very long time but I could also see delivery delays due to COVID. It’s now January 29th 2022 with another estimated delivery date in March. The couch has yet to be assembled so I’m pretty sure they will push the estimated delivery date yet AGAIN. I called and emailed multiple times and no one can help me. West Elm customer service has no real answers just to wait. It’s my first time ordering at West Elm and I regret it because I’m not even sure if I will end up getting my couch any time soon or EVER.

I purchased the "contract grade" Andes sofa about 15 months ago. From the beginning, when their 'white glove' service delivered it, it seemed like the center support wasn't quite right. I should have sent it back right then. A couple weeks ago, the entire center support of the couch cracked in half when I sat on the sofa. This isn't even the only sofa in our house, so it's not as if it's sat on every single day.

My wife and I bought a total of 6 Baltimore dining chairs, which come in sets of two. Three of the chairs could not be assembled, since the M8 screws provided in the package did not grab into the thread inlets of the chairs. My wife tried to return the 3 chairs, but West Elm only sent us a return label for the full order of 6 chairs. She spent a total of 2 hours over two attempts on the phone with West Elm. Each attempt ended with West Elm simply hanging up.

I never wrote a bad review about any service before but this is definitely something I don't want any others to experience again! I purchased a few products in Nov 2021 during the holiday sales period. I was willing to pay around $160 shipping fee since one of the products in this order was a bed frame and it's impossible to pick up in the store. After waiting for more than one month, sleeping without a bed frame, I got a call from West Elm. The customer service agent told me that because they couldn't get the fabric I picked for the bed frame, they won't be able to make the bed anymore. And they'll just cancel the order of the bed. And they said they can offer a 20% discount if I would like to order another bed.

I ordered a custom sectional back in May 2021 which was delivered in expected timeline of Sep 2021 however they misplaced an ottoman and told that since it’s going to be a reorder, it will be delivered by Dec 2021 or we can cancel the ottoman from the order. This is stupid as I planned my living room and ordered pieces to fit it ..How do they expect me to cancel? Also the Dec 2021 deadline is extended to January and then February 2022. Very poor delivery service and very dissatisfied. The same thing happened with two chairs we ordered in November (big mistake but wanted to redeem my points before breaking all ties with West Elm). They accepted the order and within a week they changed the status to backordered and have no update on it since then. Not sure what is going to happen with the order now. But I am pledging to never ever order from west elm again ever.

I ordered a coffee table in November and had to wait until January to receive it. No problem. But the problem is that it says it was received January 14. I called a few times to say it was not delivered even though it says it was. Was told someone would call to schedule a delivery but website says it was scheduled and delivered. Still no coffee table and no schedule of delivery date. Next step is to dispute with credit card company. Something is very wrong here.

Updated on 02/07/2022: My delivery was canceled by the driver who said item was not loaded onto the truck. They needed 72hrs to check if they even got the item. Then rescheduled for the next week. On the day of, they canceled again for not providing the right cert of insurance. Rescheduled for the next week. It’s two days before the delivery and for the last 2 hrs I couldn't get someone on the phone who can directly provide the coi or guarantee a turnaround time before delivery. The guy at the hun who email communicated stopped replying altogether. West Elm operation and customer service is the worst I’ve seen from any major furniture stores.

After 3 years, the swivel/tilt mount on the bottom of the chair cracked and is no longer usable. I reached out to West Elm customer service about replacement parts and said they cannot ship the replacement part/purchase separately. The rest of the chair/leather is in great condition still. For a chair that cost $700, I would have expected a longer lifetime, regardless of standard wear and tear for a chair. Especially because their website touts "original style and quality you won't find anywhere else". You could probably find a similar modern-looking chair with better quality and customer service.

Updated on 01/26/2022: After I wrote the review, West Elm told me to email in order to resolve the issue. Still, they can't solve the issue. Moreover, their attitude toward the customer is terrible. Worst merchant to purchase the furniture.

We ordered 4 separate pieces from West Elm in September 2001. Every few weeks they send us an email saying "We are sorry to inform you that one or more of your items is delayed..." We now have an ETA of March/April 2022 but who knows if that will actually eventuate? When calling customer service, and after waiting on hold for 20-30 minutes they just regurgitate what's in the email. The West Elm CEO wrote to customers to apologise for delays due to a warehouse relocation but the delays have been going for over a year now. Its just not good enough. I strongly recommend others to find a different furniture store to shop at.

I ordered a couch in June of 2021 that was supposed to be delivered in a window between September 2021 - October 2021. I have emailed and called several times regarding this order and it keeps getting delayed, it eventually got delayed to a February 2022 - March 2022 delivery. I tried calling and emailing to cancel this order and I was told I could not, even though the couch has not begun assembly and parts have not been delivered (per the order status). I was assured someone would get back to me every time I called and no one ever did, even after my calls were escalated, I was assured a 48 hour response from the exact escalation person I spoke to. Not once did the same person follow back up after I spoke with them (no one followed up to be clear, I had to call and email the support lines).

I decided to write this review to warn others not just about the insane furniture delay, but the awful process with how these delays are managed. My sofa was supposed to be delivered in October, the new date right now is showing a target of the end of March. The date gets pushed back every 2 weeks and I have no confidence I will ever receive this sofa. Numerous calls go into West Elm which in turn they tell me their manufacturing company; Sutter Street is not able to give them any information on why the delay is occurring, it's just a black hole.

Was promised a sofa sectional would arrive 30 days after ordering. Has for months been consistently pushed back another two weeks. I would have ordered a different sofa from another company had I not been falsely promised. Contact number has not real useful information. This place is a disaster. Avoid at all costs.

I like West Elm furniture, and had purchased a sectional from them for my new home. After purchasing and receiving my sectional with no problems, I decided to buy a bed from them. That's when I realize their customer service is good, until you actually need it. So, I purchased the King Emmett Low Profile Bed at a store on August 2, 2021. Their computer system said the bed wasn't available until around September 16-30, 2021, but I didn't mind waiting at the time. In late September 2021, I received an email revising the delivery date to October 2021.

I ordered a bookshelf in September 2021, after multiple delays in delivery, (which I was never notified about. I had to contact West Elm each time for updates on why it hadn't arrived). I asked them to cancel my order and provide a refund. Within that email I provided my new bank details, having swapped banks. West Elm didn't acknowledge the email and deposited the money into my old, non-existent bank account a few weeks later. I have had to repeat this story to multiple representatives online and over the phone. I've been told I would be called back in an hour but not called back at all. West Elm are not taking any accountability despite a clear documentation trail in emails. This entire process has been so frustrating, I would never recommend their product or shop with them again. I still don't have a refund.

West Elm had a Social Media rep reach out to me and actually helped the situation. I still did not get what I wanted (a new stool) because they no longer carry the item but we did get a refund on the individual stool to keep as is. Will try to super glue or something. Still very disappointed in the initial customer service and not sure why different parts of the customer service team have such different responses.

Are you kidding me?? Worse dresser I spend almost 2000 on this dresser. Less than a year the dresser top is peeling and I go to get stuff out of the dresser and I get splinter ?? Horrible quality!!! I want this item replaced.

I ordered 4 pieces from Mid-Century collection on Nov. 24, 2021. Estimated delivery date Dec 24, 2021. No further communication beyond that email. Two nightstands delivered Nov 17, 2021. To date, Jan 10, 2022 I have not yet received the Mid-Century 6-drawer dresser or the Mid-Century 3-drawer dresser. I have received NO communication of a delay or any communication regarding this order. My credit card was charged IN FULL for this order on Nov. 24, 2021.

In May 2021, I purchased a table and chairs from West Elm. West Elm enabled me to pay for the furniture via Affirm. The table and chairs were expected to be delivered in August 2021. After months and months of not hearing anything, and multiple in-store and online follow ups, West Elm finally cancelled the order in December 2021 without notifying me (I had to proactively follow up).

We ordered five sets of two (ten) dining chairs. After a long process of assembling them, three of the ten are either broken or warped. Very disappointing quality. I was simply leaning back and the top of the chair cracked. Soon after it became disconnected and I can see why. Very little structure.

Stay far away from this business if you are planning to buy any big ticket items. Their back end system is a disaster. We ordered and paid for 3 rugs and was promised that the items will arrive in 1 month. After a few weeks, when we tracked the order, the number of rugs have now been reduced to 2, without any communication, and the delivery date is 6 months away. We got a refund for that rug back and then got charged again. So confused we called customer service and was informed that they only see 2 rugs on their end and have credited us back the cancelled rug, when in reality we were charged again. The whole thing was a mess. We are now left to deal with credit card company. Very disappointed! Will never buy anything high value from West Elm again.

I am extremely disappointed and I honestly feel cheated. I spent around $800 on bedding and it is the worst quality of bedding I have ever felt, let alone purchased. The sheets are so scratchy it hurts. The duvet cover is also scratchy and just looks like crap. The duvet came in the wrong size and it is just so flat and cheap feeling. I paid European prices for China quality and I’m angry. This company doesn’t care about regular people and their quality isn’t up to their name. I’m happy I learned my lesson but I’m $800 poorer and would rather have bedding from Walmart. Truly a disgusting company and I hope Generation Z puts them out of business.

We ordered some items as a first time customer, online. All were marked in stock and ready to ship but some were actually back ordered for several months. We had to make some returns and had issues with the back orders. Here is what we learned: The CUSTOMER PAYS for return shipping. Yes. They sneak this into their return policy via a single sentence that is open for interpretation: "Depending on the reason for return, you may be responsible for return shipping and processing costs." The way around this is by saying ITEM DAMAGED. Then return shipping is free. Orders sometimes do not get cancelled or changed in their system, also meaning you will be responsible for return shipping.

I have been a loyal West Elm Customer (purchased dining set, sectional sofa, bed frames, lamps, etc) for a few years now. I understand that the pandemic has caused a lot of delays with shipping items. However, after ordering a pendant at the beginning of October for our dining room and being told by customer service that the next shipment arrival to their warehouse for this item was coming by a certain date, I still get my order pushed back for further delays. I was last told the next shipment to the warehouse for this item was set to arrive on Dec 24th, and the current delivery date to my home was then January 5th.

I ordered a metal entryway table from West Elm in July for a new apartment that was expected to deliver in three weeks. After about two weeks I received notice the item was now back-ordered and not being delivered until mid-September. A few weeks go by and the delivery backs up to October, then November. Frustrating, as I called several times and never received a conclusive answer as to when I could expect the table. November arrives and I finally receive the product, only to find it is damaged. I call customer service and voice my concern. The woman I spoke with assured me they would be able to help me and promised me a full refund for the product and I would not have to return it. Great! Not so much.

Ordered the drum coffee table back in October. After picking it up and bringing it home to unbox found it was in horrible condition, full of scratches. Have called customer service no less than 8 times to try to get a new table delivered and keep getting the run around. Spoke with corporate customer service today and even they were no help. They offered to place a replacement order that would be delivered in June or July. They can’t pick up one from the store to deliver it so I have to go out of my way to pick up another table because West Elm can’t be bothered.

Purchased three pillowcases from West Elm for $29.99 each, which was marked down from $47.50. However, that pillowcase goes smaller than what it is supposed to be, my pillows would not fit into those. There is nowhere on the purchasing page that shows that the discounted items are not returnable. Talked with both their customer support assistant and supervisor and they could not let me return the items. If I knew these messed-up pillowcases are nonreturnable, I would not even purchase them. It is all because of the misleading information from West Elm's website. This company is so disgusting! Will never buy anything from them! NEVER!

Ordered a $2000 Emmett king bed. Bed showed up to West Elm on time. West Elm then contracts the store to home delivery with Ryder Last Mile (RLM). We paid for bed frame assembly as well. RLM employee says he’s not the one who assembles the bed. We contact West Elm and they indicate that RLM should have upon delivery. Call RLM and they confirm it should have been assembled but now say it will be a week to get back to put together. We ask for a refund on assembly and get it. As we’re assembling the bed now realize it is missing 3 small posts for center support (probably in the box still on the RLM truck).

I ordered a queen size bed in November 2021. I finally received the bed in January 2022, after many delays. Unfortunately, the bed I received was a King size, NOT the queen size I ordered. I contacted West Elm and they said they would send the correct bed to us and quickly correct the order. Just discovered quickly to them means 5 months from now! They are now saying the bed will arrive in June 2022. Absolutely ridiculous. This was their mistake.

On November 6, 2021, I placed an order for a dining table and the delivery time was estimated to be between November 13 and November 27. On November 27, 2021, the estimated delivery time was changed to November 28 to December 7. The delivery was marked as ready to schedule on December 15. Shortly after, I received an email notifying me that my return was created and my order was reordered. I contacted West Elm and was told that my order was lost in delivery and a replacement was ordered. I was promised that the order would be fulfilled by December 21. On December 21, of course, there was no table. As of January 3, 2021, I have not received the order and in fact, the table has not even shipped and my expected delivery was pushed back again to January 28. I cannot believe what terrible customer service I have received and the dishonesty is absurd.

Bought this couch after much research. Visited the store multiple times to test the different couches. Chose this one custom. It came and I immediately noticed there was a mark on the arm of the couch. I emailed them with pictures. They offered to send new one with a six week wait or take a $600 credit. I didn’t feel like waiting any more time. I took the credit. The following week the ottoman started to droop and looks extremely saggy in the middle. No one sits on that part. Took pictures and emailed West Elm. They said because I took the credit There’s nothing they could do for me. Unacceptable in my opinion. Brand new ottoman and couch and not pleased with the quality or the customer service. Couch is not cheap in terms of price but it looks cheap due to sagging and the bunching of material. Please take this into consideration when purchasing.

I purchased the Harmony Couch from West Elm back in August and it was delivered on December 10th, it has only been 3 weeks and we have already had major issues. After just having the couch one week the piling started. I emailed West Elm and the response was that piling is normal and to buy a pill removed. Which I did. I stated my worry about my couch not lasting that long since when you use a pill remover it degrades the fabric. There was no response in regards to that.

I wish zero stars was an option. Save yourself the trouble and do not order from this store. This "business" is the most unprofessional I've dealt with thus far. Nobody has answers for my order, the date keeps on getting pushed back, and after scheduling for today, the delivery team shows up with just part of the order. There is no such thing as communication with this company. Customer service, if you can call it that, leaves a lot to be desired. At this point, I am convinced that I will go into labor before receiving the furniture I ordered for the nursery. I am done! I will just call my credit card company and request a charge back. Enough is enough. This company does not respect its customers at all!

We ordered a sofa and ottoman from West Elm in May 2021. We were given a “promise date” with a Sept. delivery. Nothing. — No delivery. No communication. I reached out to the company and was given another “promise date” in October. Again, no communication. I reached out to the company and was given yet another “promise date” in November. The same thing happened in December. Meanwhile, my credit card has been charged, and I have not received the furniture. Additionally, they will not allow me to cancel the order. After reaching out to their customer service department multiple times, nobody can tell me where the furniture is or when it will arrive. Meanwhile, I’m continuing to make payments on my credit card.

UPDATED 12/28/2021: Regarding my earlier review today I needed to include the other order made the same day. Order was charged for however order was supposed to be received by Christmas and now the new date is Jan. 3 - 21, 2022.

Purchased a bed knowing that it'd be 4-6 weeks. After the 4-6 weeks, the date gets changed. It's been 4 months of lies and promises and still have not gotten my bed. They scheduled delivery and a call woke me up to reschedule. Today was the scheduled delivery and upon clicking on the confirmation email it just said it was canceled. This company has no regard for their customers or their time. If you can avoid buying here and save yourself a headache, do yourself a favor. Would give zero stars if that was an option.

DO NOT BUY anything at West Elm. I ordered a bed for my daughter in August. After a couple of delays, the bed was finally ready for delivery. They got to my house and when unpacking the box, noticed the frame of the bed was broken. This is after several delays to deliver. So I sent the bed back, and didn't want to re-order but my daughter really wanted just this bed. So I re-ordered. A few months later, I get an email to schedule delivery. Then within a few hours, I get a message that there is a part missing. So no delivery. Finally, by the end of December, two days before Christmas, the bed arrives and there are missing parts so my daughter still can't sleep in the bed. And customer service has done absolutely nothing to help. Worst service. NEVER BUY from Pottery Barn or West Elm.

I ordered a couch from West Elm in early July in store. While I was in store, a rep went through swatches with me and we selected a color that was on sale at the time. It wasn't exactly what I wanted - a grey/beige velvet - but I was stretching my budget to buy a sleeper sofa so I went for the sale item. I actually wanted more of a grey color.

Interesting experience. We ordered 3(!) of these gray patio cabinets at $700 a pop. The return policy is good for 30 days after delivery. The first substantial rain happened about a month and a half after delivery, so no returns possible now. All 3 of the doors were swollen so shut after the rain that I had to use a pry bar to get them open, just about breaking the hinges. I had to use a belt sander to take about a 1/4" of material off the edges of the doors to get them to close again, and then sealed the newly sanded areas with Thompson's WaterSeal. The doors were fixed - I thought. Next rain, swollen shut again. I waited a dry week to see if they'd shrink back. Nope. Swollen shut. Also, the "concrete" top started checking - It's clearly paint as a top layer, not concrete. Seriously, these things are useless. Zero percent weather resistant. This is the kind of quality that will get a store banned from my life. Go to Room and Board instead.

In June on 2021 I placed an order for a bedroom furniture set, bed, dresser, and nightstands. Received the bed and dresser, nightstands were set to arrive in September. Then they got pushed to October, November, and then December. Then I get an email saying they will not be in till JUNE/JULY OF 2022. One year from original order date, and that's not even a guarantee. Multiple calls to customer service without any resolution. Then spoke to the supervisor and that was the worst conversation yet.

Waited over one month for 2 sets of furniture. It arrived, two shelves were missing. Talked to 5 people at customer service, only to get a 'replacement', 3 weeks later, that was a totally different piece of furniture. Two shelves are still missing after 2 months of waiting, and no sign of replacement. HM

Let me preface this by saying that we LOVE West Elm furniture. We have over 10 of their large pieces in our house including a custom couch. This is not anything to do with their furniture quality or design, just customer service (or lack thereof). We ordered a $1500 dollar storage piece with their “white glove” delivery service. The first time it arrived, it arrived without the proper pieces and could not be assembled. It was left in our dining room for a full week in a heaping pile (the delivery guys were great, this is not about them- there was nothing they could do). A week later another delivery team arrived with NO PARTS! They drove from Boston and could do NOTHING for us. They were just as annoyed. So they scheduled us for YET ANOTHER al delivery appointment.

Ordered a sofa sectional on 11 May 21. Delivery set for 5 Oct 21. Called Cust Svc after 5 Oct for a status update and told they needed 7-10 business days to check with vendor. Two weeks later, no response from West Elm or the vendor. Online status check showed a new delivery date of 26 Oct. When that date passed, I called Cust Svc again and was given the same story...They would need 7-10 days to hear from vendor.

I've had the absolute worst customer service experience of my life with West Elm. Ordered a couch in August. In November they still hadn't even built the damn thing according to their website. Despite repeated calls and assurances from the West Elm reps that my couch would be delivered any day now, I finally convinced them to cancel it once a rep admitted that the couch wouldn't be delivered for months longer (after already over 3 months of delay).

I have bought West Elm lights for most of my house and they are amazing. The Luz flush mount is well below standard - the rims are all scratched up from production. Called customer service and they told me to send photos to international order processing but I have not heard back.

This has been the worst purchasing experience I've ever had. I paid $5,000 for a couch that was purchased in June and I have still not received it (December). Not only is the wait time unacceptable, after tracking my purchase online and noticing that it was taking an unusually long time to arrive at the delivery center from the distribution center I reached out to customer service with no success. I was told it was on the way even though my expected delivery dates kept changing. After multiple calls and attempts to track down my furniture they finally admitted that it had been lost and would be contacting me about my options. Now, they are unable to reorder it because the fabric for the item is longer available. Nobody reached out to me directly to discuss my options.

TL;DR - For your own sake, DO NOT order from this company, West Elm is literally the worst at communicating with their customers... Go to CB/CB2/anywhere else. I ordered the Axel couch in May 2020... After speaking with the Sales Rep I decided to go with a different color than the one I wanted because that was labelled as 10+ weeks. The color that I ended up choosing was labelled as 4-6 weeks... This is where the lies began.

Do yourself a favor and don't buy on West Elm. I had issues with delivery estimates of multiple items I purchased, they kept kicking the can down the road and giving me new dates over and over, always promising dates they didn't honor. Other than that I also had a terrible experience with a floating shelf I bought. I actually bought 4 of them (https://www.westelm.com/products/emmerson-reclaimed-pine-floating-shelf-h1504/?words=7674422&sku=7674422) to my office and while they looked nice they were terrible to hang. Basically you have 3 screws you secure to the wall and the shelf comes with brackets that should fit into the screws.

We ordered a dining table and a coffee table based on the delivery dates listed however both the items were extremely delayed. The coffee table never was delivered on the listed date even after the delay and there was no communication from West Elm. I called multiple times to check on the status and none of the agents were able to give an answer on where the item was and they couldn’t trace it. I’ve never had such terrible experience with any company! The dining table I ordered was back ordered and delayed 4-5 months, yet on their website when they list the same item, they falsely show a much earlier delivery date instead of saying out of stock! They are literally duping the customers with false data and their customer service agents don’t have the information to help customers appropriately. Why take money from people when you can’t deliver? Never ordering from this place again!

Great Customer service! Paid my repair in full! My motor went out on my car and these guys covered the tow and the repair with me having to pay a dime. Thank thank you so much for all the help. I will definitely recommend to others.

Don't buy from West Elm. I purchased a TV cabinet early October and I've had 3 delivery dates none of which they've honored. No communication from them at any stage, you have to chase them only to be told we can't help you. I've never dealt with customer service like it. Clearly they have a 'ignore' policy when it comes to customers.

I ordered a sectional couch a year ago and they sent me the broken one. It was not only made poorly but it was incomplete and was delayed time and time again. Even the delivery people said that it looks like that it was made from a person who doesn't know how the furniture works. They promised a full refund at any point if I change my mind, so I waited and waited for the replacement for the whole thing. As it turns out, the replacement was only about the half of the couch. Oh, they attempted to go with the cheapest way which was just sending me the leg parts and the handyman. It didn't work because the furniture was just made inappropriately.

Ordered a Patio Heater. I got a notification that it was delivered. It made it to my town but it was returned by UPS due to a shipping label issue. I called immediately. I was told that they were sold out and that they wouldn’t be available until December 16th. I AM STARING AT THE HEATER ON MY NEIGHBOR'S DECK that was delivered who ordered it AFTER WE ORDERED OURS!! Thank you customer service people that I spoke with. We had to cancel our holiday plans and will get to enjoy watching our neighbors enjoy their time with their family because it's too cold to host ours. If I had ordered it when we spoke during the first phone call that I made we would have had it in time. Now there are none available to order locally and none can be delivered in time for the holiday this week.

I’ve order several items months ago as we are expecting a baby shortly. I patiently yet persistently checked on my orders, especially given supply chain and logistics challenges. I even changed my order to incur more shipping charges for a multi item order to get our crib in time, on their defined timeline. Today, the day of scheduled delivery I get notification to track my delivery only to find delivery canceled during delivery window. They couldn’t find it in the delivery hub. Now they don’t now where it is and when I can get it. One of many orders I regret.

Updated on 02/25/2022: My review published on 11/18/2021 highlighted my frustration with West Elm's customer service department. In response to that post, I received an email promising that my July 2021 furniture order was being prioritized and that the furniture build out was already in process. Two weeks ago - 8 months after I placed my order - I received a call informing me that part of the sofa had arrived in their warehouse and they wanted to schedule delivery. When I asked when the other half of the sectional would be delivered, I could not get a straight answer so I insisted that they hold on to whatever they have and notify me when the entire sectional was ready.

DO NOT BUY. I purchased this quilt Sept 9th and have been using it for exactly 2 months and 1 week- this quilt looks like I’ve had it for years. There is SIGNIFICANT pilling all over the quilt. I’ve washed it only once according to the directions on the tag in a large front loading washer. When I called customer service and asked if this was a known issue they said yes unfortunately, but since I washed it it's considered “normal wear and tear” and they refused to replace or issue any refund. So I’m basically out of 230$ because the quilt looks terrible now. Their definition of normal wear and tear essentially means that they expect their products to become defective within 2 MONTHS. Awful product, disappointing dishonest policies. Will not be purchasing any bedding from them again.

Ordered a custom sofa 1 year ago with a 3 month tentative delivery time. The sofa was 5 months delayed despite updates from West Elm that it was on time. We recently attempted to order a bed frame (non-custom) with a one week delivery date however, the next day, the delivery time frame was six months. It feels pointless to have accurate updates and time frames reflected when the company is unable to adhere to them. We quicky cancelled the bed-frame. Once shame on them, twice shame on us. Their customer service department was also very aggressive when we called to seek updates on the first piece we ordered. Unhappy and disappointed with their services despite having an affinity for their products.

I ordered a couch back in early July and was told originally it was 5-6 week delivery time frame. The delivery time has now changed about 6 to 7 times. Understood there are factors during these days that can cause back orders but not one person can give me straight answer on where this couch is or an estimate delivery date. EVERY single person I've spoke with has given me a new answer. It has to be the worst experience I have ever encountered. DO NOT waste your time ordering furniture from here.

In Sept 2021 we ordered a sofa in the store. Estimated delivery was 1/20/21. Oct 21, 2021, we received an email re the cancellation of our order. I called our sales person and she said it wasn’t cancelled…Just delayed. 11/3/21 we received another email saying our order was cancelled. I spoke with 2 sales people who said they would get to the bottom of this. They never called me back. I left 2 other messages. On 11/12/21 I reached our sales person. She confirmed our order was indeed cancelled and the fabric we had chosen was also discontinued. She “meant to call me.”

Updated on 11/8/2021: So after writing my review on WestElm and not having anyone respond to my emails in 3+weeks, someone at WestElm does respond to the bad reviews on here almost immediately, DON'T FALL FOR IT. Something is terribly wrong with WestElm and Williams-Sonoma.

I wanted so badly to enjoy everything about our experience with West Elm but sadly that’s not the case. Decided to spend money on a nice sectional that we could keep for a long time. So we decided to do a custom made sectional with West Elm. We were given an arrival date of June 12, it was ordered in Feb. That date came and went and every time we called customer service we were given the runaround. Always being told it was “on its way.” Finally August came and we said we wanted a refund only be told that wasn’t possible and that it was a production problem. The couch was apparently was “made inappropriately” had had to be remade.

I order the Cece Collection Cool Walnut and White 40 Inch Coffee Table and it was delivered. No problem. But when assembling, we quickly realized that it was defective and could not even put it together completely. I talked to customer service who told me that because it was a final sale purchase, there was nothing they could do. So now I'm stuck with pieces of an unfinished coffee table. At least I have some solid wood that I could sell I guess? Very lame experience.

I purchased a dining room table and bench. They charged my card a couple weeks after I bought the item, but the items were not delivered for another 3 months. The dining room table came cracked. I called customer service, and they said the item was not available anymore but they could send a repair person. I insisted that it would be difficult to repair a cracked wood table but I was told the repair group brings most the furniture back like new. I took off work to be here for the repair, and as expected, the item could not be repaired.

Ordered this about 4 months ago and have had terrible experiences thus far with their customer care who continue to mislead us into thinking it's coming at the scheduled delivery date that has been pushed back 5-6 times now. It's been "it's coming next week" check with us on Monday for a few months now. Extremely disappointed. Thinking about just cancelling order and not dealing with them!

Updated on 11/19/2021: After posting on ConsumerAffairs, I was contacted and told I'd receive information on what was happening. You'll see the comments on a lot of the negative reviews following up to help. It did nothing. A nice person was not able to help me, though she was able to confirm that my order was backordered an additional 2 months. Again. West Elm will not come through with my delivery, and from the reviews below, I'm not the only one. Their customer service isn't the problem, it's the company. There is a lack of information and transparency, and the vendors who supposedly have the information about orders are unreachable. You will hear that things are happening, but it really cannot be trusted. Seriously, save yourself the trouble.

I have never had such a bad customer experience. Ever. I am not one to leave bad reviews (or any for that matter) but I was shocked and appalled by the quality of the item I received for my in-store pickup and by the lack of customer care that came afterwards. I spent $200 on a duvet cover that was ridden with hair and lint and that had a 4-inch rip. I reached out to customer service online on October 20th and my issue was not resolved to this day. My emails were not read properly and little care or compensation was put towards my concern.

I’ve bought tens of thousands of dollars of furniture from the West Elm family of brands (Williams Sonoma/Pottery Barn, etc) through the years. Ordered the Emmett Queen tufted bed last week. It arrived today. Upon set up, it was clearly shaky, wiggly, I have videos of barely touching it and it is shaking and moving all over. West elm is refusing to make this right—saying it can’t be returned, cancelled, and it does not appear that it can be made sturdy. This is without my very slim son and daughter in law even sitting on it. It makes so much creaking noise.

I ordered the Anton Solid Wood Dining Table and Bench set in March and as of November have not received. The company cannot tell me with any reliability when (or if) I'll ever receive this or where I am in line to have my order fulfilled. I've been told incorrect information countless times and have been misled for months, as they push the estimated delivery date out 3 weeks at a time. Now I'm faced with not having a dining table to host friends or family for the holidays. DO NOT ORDER THIS TABLE.

I paid £20 to have a chair delivered (I have never spent so much to have an item delivered) however when it arrived it was missing the hardware. I rang up and I was told that someone at the warehouse ‘must have forgotten to put it in’. I was told that the hardware couldn’t be sent out separately and the chair would need to be reordered. I queried why the hardware couldn’t be sent separately and I was just repeatedly told that ‘this was not an option’. Not only is this extremely frustrating for the customer, it’s also not great for the environment.

Ordered $6,000 worth of product. Eta kept getting moved and eventually moved to February 2022. I was charged $1258.00 that I had to pay off on the credit card to avoid getting charged interest. I cancelled the order within 2 weeks of ordering. They charged me for shipping and said it was non refundable. I would give a rating of 0 if I could. I never received any product and have wasted 8 hours on the phone with customer service. I will never order from West Elm again. They are running a scam to charge shipping.

I rang the customer service line to check on the status of an order. They said it must not have been processed because I used a UK card, cancelled it without my consent and have been totally unhelpful.

I have been incredibly disappointed with West Elm's service. I ordered a bed (in stock) online in August and in late October am yet to take delivery. Repeated rescheduling at short notice. I will not shop here again.

I have purchased 20+ items worth over 20 thousand dollars back in May 2021. It has been 6 months and I still haven't received my tufted bed in pink as well as my refund on the defective couch that I was given by West Elm. AMJ picked it up but never scanned it for a refund and it has been a week. As for the tufted bed, AMJ and West Elm keeps on sending me only parts of it. And when I refuse it as I would like to receive the bed in whole, the part that was attempted to be delivered is now lost by AMJ and we are back to zero as I have to wait another 4 weeks for delivery. Dealing with West Elm and AMJ is a nightmare. It's like a broken record, you just keep repeating myself to every customer service representative I spoke to with no results. Such a headache. Don't recommend this company.

I ordered a set of 3 decorative mirrors in July. Only after I placed the order did it appear that they would only be delivered early September. Early September came without delivery nor a notification e-mail by West Elm. When I tracked the order, it now said that they would be delivered on Oct 6. Oct 6 came and no delivery. Now the new ETA was Oct 22. When I called West Elm to cancel the order they said I could not cancel as the order had already been prepared for shipping yet when I checked the tracking, it clearly had not been processed for shipping yet! Oct 22 came, still no delivery. Now the new ETA is November. This company is a total SCAM. DO NOT ORDER FROM THEM!!!! I will contact my bank to get my money back.

West Elm provides updates with no validity. Each time I inquire - which I have done for 4 months now - I am told the order has shipped. Clearly their definition of shipped is quite different than most people's understanding. I purchased furniture in May. I was given a date of delivery of mid September. I have to inquire as to the status every week and I receive the same response - Shipped. Do Not Purchase furniture from West Elm you will be out the money and have no furniture.

I ordered the Harmony 92" XL sofa in steel grey yarn dyed linen weave on May 29, 2021. When I ordered the couch, the delivery estimate was given as August 18th. As I was moving into a new home on August 15th, I figured this was perfect timing. I understand that there are serious delays with materials and shipping and manufacturing, and I didn't mind waiting for my couch. However, it is now October 24th. I have watched my delivery estimate move from August 18 to September 4, to September 14, to October 2, to October 18. It is now listed as November 4. Each time the delivery estimate changed, I received no communication from West Elm. Each time, I contacted customer support to try to figure out realistically when I can expect my couch that I paid $2,100 for.

I ordered over $1700 in furniture last July. Warning about their fabric swatches, they keep the name and change the fabric. I had them send me swatches, picked out one and noticed in my cart the color was different and for the chair and one half I ordered they had pictured a sofa and for the ottoman I ordered the cart showed just a piece of fabric, the wrong fabric and no ottoman. I called them about this and they assured me I was getting the fabric I chose, no worries they said. Stephanie ** was suppose to call me monthly to let me know how it was processing. She never called me. Then I got an email from West Elm in Sept. telling me Ryder would be delivering them on the 27th of Oct. Ryder called to say in a message that they need to schedule. I sent them a email telling them I had confirmation that it would be 10.27 then a message from them said their box was full.

On June 29th of this year I purchased and paid for an Alexa 7-Drawer Black dresser. At the time the estimated delivery was from August 5th to August 19th. Today is October 23rd and I still do not have the dresser. Every time I call to check on delivery I get a different answer and this has been now going on for 4 months. Do not purchase anything from this company, all you will get is them sitting on your money and not date as to when the product will be delivered. If I could give them Zero stars I would!

I ordered a crib well in advance (months) for my up coming delivery. Last night at 2:30am I was informed the order had been canceled due to payment processing issue. My card is fine, my bank verified that no attempt had been made for the amount specified. Customer service had a hard time telling me why this had happened but was unable to help as they blamed me for the payment issue. Now I won’t have a crib until my child is over 6 months old based on what they have estimated. I asked to be placed in the same waitlist order I would have been if this mistake was not made and they refused. They refused to help in any way and would not even let me speak to a supervisor. I am devastated. Please beware of this company. I would hate for this to happen to anyone else.

Please DONOT order from West Elm, I have never dealt with such an inefficient company. I ordered $10,000 worth of furniture in July of this year, it is now the end of October and I am still waiting for items. When you call West Elm they can never help you, even a simple question of what pieces of furniture are listed on my west elm credit card account takes over an 1.5 hrs on the phone to answer. The credit card just records charges and does not tell you what it is for. Well the reps apparently need to jump through hoops to find out which items have been charged.

The looks of the store does not match the service. Our couch arrived very late, this was somewhat expected as shipping across the board is delayed. BUT, no screws came with the couch and the delivery guys (3rd party) couldn't do anything. Spent over an hour and a half on the phone to get simple cheap screws ordered (other companies can do this in a couple minutes or online). The first person said it would take 3-4 MONTHS just to get the screws. Got through to the supervisor who couldn't guarantee an arrival time on the screws and that she would call me today, well I haven't received a phone call. Was told to try a hardware store, these aren't ordinary screws that you can just pick up at Home Depot or Lowe's. Worst shopping experience ever.

Original Review: I recently attempted to purchase a throw from West Elm in Australia. It wasn't until after I had paid and had my order confirmed that I was informed there were delays in delivery due to the warehouse moving. As I was only staying at the address I had asked the parcel to be delivered to for 14 days I contacted customer service to change the delivery address. After multiple emails back and forth I was told that even though the parcel had not been dispatched I could not change the delivery address.

Updated on 11/25/2021: Don't know what to say, after multiple chats, emails, they were not helpful at all. Even after the review here, they said they were working on it and never got back after 1 month has passed. Will never buy from West Elm including people around. 1 star is too much.

I've bought a sectional on June 26, 2021, the delivery was expected between Sep 09 to Oct 14. I was told in-store that they would deliver previous those dates because it was just an estimate. Well, yesterday was October 14, I didn't receive the sectional, and consulting the website they are still building it with no due date!!! We are very frustrated!

I finally received Berkshire chairs after 2+ months. These chairs are set of 2, and after putting a chair together, I find the other one to be defective with the holes not lining up. I called West Elm and they need both chairs to be returned - by uninstalling the chair and putting both back in the box and repacking. I am already frustrated with the quality after waiting so long to receive them and now they are making me unpack and install, only to uninstall and repack again! I can't believe west elm would ask their customers to do so especially this happened due to lack of quality control on their end. Better yet, I found out that the replacement order has been cancelled!!!! THE WORST EXPERIENCE EVER. I am never buying from west elm again.

Great duvet cover, great price, purchased it online. Received a lamp instead. Called. Nice person on phone. She sent an email with return label. Finding & printing email confusing so went to West Elm with the lamp. (They confirmed-lots of people have trouble with the return label). To take the lamp, they have to cancel the first order and place a new one. OK. I give them my card. The free rush charge I'd been given on the phone didn't get applied, so they cancel order #2 and I give them my card again. Order goes through fine AND they are nice enough to give me 10% off for the hour I waited in the store while the manager, sales person and online help confer. They assure me that I will be refunded for the first two purchases.

We bought the Harris sectional May 2020, by May of 2021 the seams are coming undone on the chaise section of the couch (at the end where no one touches or sits) For a 3k couch I’d expect better quality. I’ve emailed, and called at least 5x and they tell me that’s normal… to have seams coming undone after 1 year is their quality standard? I am extremely disappointed I wasted money on this couch, no one will help us fix it as it’s past the year mark when I called. Will never buy another thing from West Elm or its subsidiaries.

I purchased a mirror on Oct 1st. Within a week, the price was reduced by $100. I called the customer service for price adjustment. My request was denied after I called two representatives. I got different responses from different representatives. I couldn't even cancel the purchase, though the item has not been shipped based on the information I saw on my end. Price adjustment within a week of purchase was provided by other businesses, yet not available at West Elm. The customer service gave inconsistent answers. The webpage of West Elm does not allow product review from customers. I was a loyal customer before. However, I no longer think their service is customer-friendly. Plus, the quality of some West Elm products is not justified for the price tag.

Ordered the Lana Upholstered Storage bed and ottoman in September/October of 2020. It’s now October 2021 and the order still hasn’t been received. There was an attempted delivery of the bed a few weeks ago, but there were pieces missing in the order which meant the bed couldn’t be put together. West Elm then refunded the order instead of giving us the bed we want and have been waiting for. This is absolutely ridiculous — a huge waste of time and money to be waiting a year, not provided all the pieces, and then refunded which was not the intention. Completely unacceptable.

We purchased a Sofa back in June 2021, Delivery date was September 20, they changed the delivery date to Oct 06, again today they changed it to Oct 20. One of the customer support reps told that it won't come before December but this so-called Premier Support (Williams Sonoma Service Team) won't accept the statement regarding the December Delivery date and they told me they do not know how that Rep got that info. They keep on giving false hope. And the funnier part is the store, from where we purchased the item. They have no clue and they are not even ready to bear any responsibilities, all they say is, "We will contact Customer Support," LOL. This company is a mess.

West elm company's customer service totally disregards the fact that their products are of very low quality. They do not replace, repair or refund any broken or defective items. None of our calls were returned for several months trying to fix our furniture. We even offer payment for spare/ broken parts. Nor did the manager bother to help resolve our broken furniture problem, as he was always "busy". Don't waste your money!

I ordered 3 chairs in May that were supposed to be here in July. Total mix up in their warehouse and I’ve had to fight for the chairs, cushions, any shred of info or some semblance of functional transparency and I’ve spent countless hours (literally an hour on average at a time) on the phone and hounding them trying to get the bottom of a still missing order, trying to return and get a refund. It’s been since May and it’s now October. I’ve called dozens of times. Still getting the runaround now. Will never ever do business with this company again. Total scam, sham, headache and nightmare, like Groundhog Day. Emotionally exhaustive. Waste of time, money and energy.

We purchased a heavy metal bed frame from West Elm and had it delivered and assembled. We recently wanted to add a headboard, and noticed that the bed had been wrongly put together by West Elm/their delivery contractor. When we contacted West Elm, we were told they could not help us anymore as the order was too long ago (13 months) and after a year it is considered "wear and tear".

My first time ordering West Elm, and it was nightmare. They constantly changing the delivery time (4 times) and they showed up off the appointment time and canceled my delivery. I requested refund. They won’t refund my $175 delivery fee. I am paying $175 for nothing. Not gonna order anything from west elm or Pottery Barn in the future. There are many other companies ships free return free with better quality items.

I splurged on a set of organic percale sheets. By the time I got them, washed them, and put them on my bed, it was around 30 days from the purchase date. These are are, without a doubt, the lowest quality sheets I've EVER owned. Within the first wash cycle (washed from new and used for <2 weeks) the flat sheet started pilling so badly that I thought there was somehow sand in the bed. I washed them thinking this might help, but the issue only got worse. That sandy feeling is pilling on the fabric, not anything in the bed. The sheets feel DISGUSTING. I've never experienced anything like it from other brands. I've reached out to their customer service department now multiple times and received no response.

I ordered 2 light fixtures (among MANY other items over the past year) from West Elm this January 2021. At the time of my order, the estimated shipping date was for April. That was ok, I get it-due to Covid, there are shipping delays everywhere. They were delayed several times, but were finally shipped and I received them on June 3. However, I did not receive all of the pieces. What I got was 2 rattan shades and only 1 lighting kit. So, I couldn't hang/install them. I thought, oh, this should be easy to rectify, so I called them, explained it all and was told they would ship the other lighting kit within the week. Well, what I received instead, were 2 tiny screws and an L wrench. At this point, I'm getting frustrated. Waited 6 months for these fixtures and just having issues.

I chose a bed for my new space thinking it would be a perfect addition. Fairly costly but quality looked spot on. Shipping was quite expensive however decided to take a chance. Received my order after a few months only to have it arrive damaged. Was offered 10% off to keep or a replacement. I waited 10 months for the replacement only to have it arrive in worse condition than the original. Contacted customer service only to be offered 10% off again or to wait for another replacement. Extremely frustrating, will not order from this company again.

I ordered a Halloween Candy dish, it was backordered. So I waited awhile to get this. When it finally came. It wasn’t packaged correctly and had a big chip in it. Before I could even take the second box out I could hear that there was loose sounding parts inside. It’s a bowl. So I instantly knew it was damaged. No fragile wording on the box whatsoever. It came in two. The outer box was somewhat opened, and the smaller box inside was upside down. Very very disappointed. The Wait, the packaging and the damage. Not happy at all. Now I have to spend my time rewrapping this and mailing it back.

I, like most millennials, are attracted to shiny things and how they look instead of how things are made. After this experience I will certainly change my outlook. I ordered the Lana bed in June, 2020. It is a beautiful bed, but for 2000 dollars the quality is abysmal. After four long months, it finally arrived. I've never been so excited to go to sleep! Soon, the reality of the craftmanship came crashing down around me, literally. I am around 140 pounds and have a small dog. Last night, the first night I had the bed. IT crashed us to the floor around 2 am and engulfed us in the mattress. Waking up like that is traumatic, especially after living through earthquakes in California.

Helvetica Leather Office chair which claims to be "Built to Last" and made of contract grade materials snapped in half where the base meets the seat. The weld failed while I was sitting in the chair and I fell to the ground. I took the chair back to the store where the employee could see the defect and was told that because I didn't have a receipt there was nothing they could do for me. I contacted customer service and was offered a 15% discount on a future order. This is a unique case and I feel the normal policy should be disregarded and the West Elm team should do more to address this situation. This chair was being used for its intended purpose and by a person who is well under the weight limit of the chair, and the chair literally broke in half and the best you can do is a 15% discount. I will not be shopping at West Elm or any other Williams-Sonoma company from here on out.

I purchased this rug due to the misleading description “stain proof”, “easy to clean”, "low maintenance" but boy is that straight up WRONG. I even thought if this is a kid's rug, it must be safe, durable, easy to clean! I received this rug with a small discoloration so I spot cleaned with water—-don’t spot clean a viscose rug with water!!! It leaves a brown mark. Called customer service and was told they’d give me discount on ANOTHER rug and to call professional cleaning service. Well, a rug cleaning service quoted me $800 to clean and recolor the rug which is more than the cost of the actual rug.

I ordered a table and chairs for new unfurnished house. I specifically ordered items that could be delivered within two weeks since I didn’t have any furniture for the home. The chairs arrived with no problems, the table had a delivery date but it didn’t arrived. Online the status for the table change to backorder and every few days the date of delivery changes. The table is still backorder, it is been a month. I didn’t received any communication at all about the item being backorder. At this point I don’t know if the item is ever going to arrive. At this point, I am leaning towards finding another dining table somewhere else and hopefully get a refund.

I ordered a sleeper and it arrived with a manufacturing defect that qualified it for a full refund due to poor quality. West Elm policy is states that the refund will be processed within 3 to 5 days. The sleeper was picked up 10 days ago and the refund has not been issued or even processed. Countless hours on the phone and online with them, trying to get clarity about the delay, and no definitive answers yet. Outrageous.

I recently placed a large order with West Elm, including a few large rugs. I received a shipment delivered email for one rug, but no rug. Once I checked the tracking from UPS, I could see that UPS reported the package as damaged during transit, and returned it to West Elm's warehouse where it was signed for as delivered, not my residence. No one from West Elm contacted me or otherwise seemed to notice my rug was delivered back to them for a week before I contacted them. I waited on hold for a long time and eventually spoke to a nice man named Chris who apologized. Chris assured me another rug would be sent. He even gave me a confirmation number. No rug was sent. After another 3 weeks, I decided to chargeback the cost of the rug and buy elsewhere rather than go through West Elm customer service again.