West Elm Reviews

1: Sofa Story, (aka SofaGate): The sectional sofa was delivered on Sept 12, 2022. The order consisted of 4 pieces, 2 pieces of the sectional were delivered in the correct color and parts, and 2 incorrect pieces were delivered. I called West Elm Customer Service a total of 3 times and spent 5 hours with 3 different representatives explaining the issue to get a resolution with the following results: (1/completely rude and belligerent, and re-ordered the incorrect replacement sofa, 2/Call disconnected and never called me back, 3/Very helpful representative who advised that the whole sofa would need to be reordered to ensure that the dye on the fabric matched throughout the sofa.

The sofa has been placed in back-order status with no priority or offer to compensate me for West Elm's error and current delivery estimate is May 2023, approximately 11 months since original order placed. I have asked and West Elm will not refund my purchase and indicated that although this is their mistake there are not able to prioritize my order to deliver it sooner.

2: Bed and Beyond: Ordered in June 2022, placed on back order, delivered in September, one day after the Sofa Gate debacle. Bed delivered but one piece was missing, apparently the outsourced delivery company, Ryder Last Mile, lost the piece and promised to call me back...never happened. I called (Ryder Last Mile) twice to check status and both times was advised of the timeline and their process for resolving issues, without a resolution and the missing piece was not found. I had to call West Elm and order a new part...guess what...back ordered until Feb, 2023...AWESOME!

Fast forward to Feb 2023, 9 months after initial order placed. Ryder Last Mile delivers missing part and advises that they are delivery only and will not assemble the bed... NOT TRUE! I paid for a white glove delivery. I explained this to the delivery team of 2, they insisted it was a: “delivery only order” and they could not race out of my home fast enough to get away. I called West Elm and Ryder Last Mile to report the incident, they apologized for the delivery team's behavior and error, but it took 5 business days to reschedule the white glove service. I specifically requested that they send a different delivery team, due to the unprofessional and unacceptable service. They acknowledged my request and indicated that they were addressing it with "upper management" and would have a conversation with the delivery team.

A week later the delivery/assembly team arrived and guess what...one of the delivery team members from the prior week, (the one who was most adamant about not assembling my furniture) turned up at my door. To add insult to injury the replacement piece that was lost was the wrong color and part of the bed (it is a storage bed with drawers) was broken. I sadly watched the delivery team from my Ring Camera, (I was on a work call and could not be there) trying to mash the shattered drawer back together in my driveway.

I called West Elm and asked them to pick up the bed and give me a full refund. I am currently waiting for the broken-multi-colored bed to be picked up to get my refund and I have no hope that my sofa replacement will arrive correctly and “on-time”. I think 1 year is a long time to wait for a replacement sofa when the company you ordered it from makes a mistake. Although I heard a lot of apologies from customer service representatives, it would have been great to hear, “what can we do to make this better?” A simple acknowledgment of your issue and the steps you are taking to resolve with follow through to resolution, makes a world of difference to a distressed customer trying to figure out how to get what they paid for.

Original Review: I ordered a sectional sofa and bed in April 2022. The delivery status for these items was extended 3 times (initial delivery date was Aug 2022) and items were delivered in Sept. Sofa delivered was the wrong color and wrong parts delivered. Bed was missing a part, delivery company said they lost the part but late advised they never received the part. After several hours calling and waiting on hold with customer service, issues are still unresolved and West Elm received and processed my payment for the items but will not offer compensation for delays or errors until the final product is shipped anticipated Jan-Feb 2023. Unacceptable service lack of follow-up. I do not feel confident that I will ever get my furniture and cannot get support to get compensation for what I paid for and did not receive.

At 9PM on September 19 I still had no delivery of the coffee table. West Elm never sent another email or update. It was up to me to keep clicking on the last email to track the shipment, which said very little about the where or when other than shipped with a weight. West Elm kept teasing me with new delivery dates with a few days increment. Still no table. I called and was told it was in another city in my state and ready to go.

The last update included a delivery of September 26. On that morning I checked again and whammo the delivery now said October 31st. I called and was told that couldn't be true and to wait a day or so. Still no change and update. On September 28 I called again and was told the October 31 date was accurate because that was the first available date they could deliver. Lack of communication, clarity and truth would summarize my experience with West Elm. Not even sure they stock a damn thing and just tease customers with product that has no physical reality. Decided to cancel this order and let them mooch off the interest of my money. Move on to a retailer that can actually deliver.

Original Review: Sept. 28, 2022

I ordered the Portside Outdoor 50.5 in Rectangle Coffee Table, Driftwood Item on June 19th and have yet to receive it. It was not backordered when I made the original purchase. I have called numerous times and have been told that the item is "being shipped" and I will get contacted soon for a delivery, but this has been the same message now for over 100 days since the order. To make things worse, I have been charged the full price for this item. I don't know how the company can continue to operate with such a poor grasp on order tracking/shipping while misleading customers.

Customer service sent me an email to say the item was canceled and would not be charged. However, the charge had already taken place, and my credit card statement showed as such. I had paid the $1117 for this item already. On what seemed like my 8th or 9th call to West Elm, the agent told me it was a pre-authorization, but when I told her to look again, she noted that the charge had been made. She assured me the refund would take place in a few business days. However, when I looked 11 days later, the refund still wasn't there.

On my next call to West Elm, again there was confusion, and one of the supervisors believed I had already been refunded (yes, I had, but for another item that as $96, not $1117!). After explanation from the customer service agent, the supervisor agreed to put in a "special ticket" for my refund. Again, they said it would arrive in 3-5 business days so we shall see. I do want to note that every single agent I spoke to was very helpful, but West Elm needs to work on their system.

West Elm is a complete and utter disorganized mess of a company!! After being on the phone for several hours several different times, I am at the end of my rope. Best thing is--if you go online to order my sectional, it states that it's in stock and can be delivered within a few weeks--what a LIE!! Yet my delivery keeps getting pushed into the future. At this point, I just want a refund. They can keep their couch, and I will never shop here again. What a mess and waste of my time.

I received a defective item that obviously did not go through any quality control checks - a large heavy item (ceramic planter) made of two round pieces that fit together, and one piece was misshapen (an oval instead of a circle) making it such that the top and bottom do not fit together, and the planter is completely unusable as designed. Due to the resulting experience with customer service (and ridiculous policies) I will never shop West Elm again. They told me that since it wasn't technically broken - just misshapen, I needed to box it back up (I'd already discarded the box), print a label (I don't have a printer), and take it to a UPS store to ship it back to them before I would be issued a refund or replacement.

I told them: "This is a defective item, you cannot ethically re-sell this, why would you incur the cost of shipping this large heavy item and put such an inconvenience on me the customer who received the defective item, when your company is the one who made the mistake? They told me that they actually would resell the defective item to somebody else (buyers beware!) and that it is their policy that unless something ordered online is damaged in transit, they require a return shipment before the customer can receive any refund or replacement (which I understand if a customer changed their mind and the item was perfect...) even if their mistake rendered the item unusable and the item was not as shown online.

Trying to avoid the physical hassle of boxing and going to UPS, I provided photos of the misshapen piece to prove that the item was defective, and on concurring that it was defective, they offered me a mere $18 back (20% I paid $85) if I didn't want to go through the hassle of the return. I confirmed with them that they were first willing to: incur shipping cost of me sending this large heavy item back, pay to ship me a new one (costing them shipping plus new inventory), and put me the customer through a huge hassle [a cost to the company of at least over $120 plus low customer satisfaction] but on the other hand, they were only willing to refund me $18 to avoid all that.

They "final offer" refunded me $25. This is horrible policy on so many levels. Maybe it's because they were willing to sell the defective one to someone else. I was going to submit a review of the item on West Elm's website of this specific planter to warn others of the quality control issue with the planter itself, and then discovered that West Elm does not share any user-generated reviews (only curated user-generated Instagram photos). So I wanted to warn others somewhere.

When we told them what happened, all they could say was that it was just to make sure we had the money before the item shipped but didn't know why it happened three times. Three days later, another $1,100 charge. They were refusing to cancel our order while repeatedly moving huge chunks of money in and out of our bank account. We had to call our bank, reject the charge and cancel our debit card. It was only after we told them we were canceling our debit card and refusing the charge that they finally agreed to cancel our order. I get that these guys are a legitimate company, but this was very sketchy.

I immediately call the West Elm home delivery number (it takes a few minutes before I can get through to customer service), and I'm told they can't come back to assemble the couch today. I tell them, okay I will try to assemble it myself, but I want the delivery fee refunded since they did not fulfill their agreement with the "white glove" delivery team. Customer service tries to tell me that I signed for the couch and it says "Ok" under the signature, and I tell them that I absolutely did not sign for these boxes.

Fast forward to an hour and a half on the phone back and forth, and I'm so frustrated with the company that I just tell them I want to return the $3000 couch and will go to small claims for the delivery fee. They didn't uphold their end of the delivery agreement, so why would I pay for a service I did not receive? Customer service insisted there was nothing that they could do which is hilarious since we are talking about a huge corporation here that easily has the power to make their customers happy.

After reading all of these reviews here, on other websites, and online articles about the company, it seems like the company has a real problem with its refund policies. Is West Elm struggling so badly that it can't refund me the $259 for a service that they did not perform on an item that is already incredibly marked up? Anyway, the West Elm customer service person on the phone ultimately chose for me to return the $3000 couch rather than refund the delivery fee leaving me incredibly frustrated with the company and also the company losing that sale, so seems like we both lost out in the end.

I have noticed Wes Elm responding to all complaints with Leadership team will respond to you, WHAT A JOKE!!! THEY RESPOND AND NEVER FOLLOW UP!!! Something should be done about this company, it is unfair how they treat not only customers but people in general and good luck getting your funds back if you cancel due to their incompetence. I'll save you weirdos at West Elm the time to write one of your joke responses asking for an order number, here is the order number for the couch you cheated me on **.

We called to ask for a different time and were told that was no longer possible, so we had to reschedule and will have to make a second trip to take care of this. All due to their mishandling of the top and their decision to leave the base behind. Every call to West Elm or its delivery team requires 30-40 minutes on hold. We will never buy from them again.

NEVER AGAIN will I shop at this store. I could have shopped anywhere and sadly, my money is stuck with them. And I STILL don't have furniture and they refuse to do anything for me in terms of discounts until the whole order is delivered but they don't deliver the pieces in time and I don't know if I want them at this price. Losing money because of them.

Original Review: Sept. 16, 2022

We purchased 2 of the faceted emerald cut floor mirror for a project. Delivered and installed at the entry way in Dec 2020 (non coastal area home). A month ago we found a chip on the top of one of the corner of the emerald cut piece and one or two areas are desilvering. Two weeks later we found another chip similar to the first one and last week a third chip on another piece and more of the areas of the mirror desilvering. I contacted my glass fabricator. He said that this effect can happen if the cut mirrors do not have enough gap between them.

We contacted West Elm customer trade service 5 to 6 times on Sept 15, not only did we got cut off on every call, we asked that they call us if we do get cut off but the call back was never made. The only answer we got was that it is past the 30 days therefore they cannot do anything about it. I understand that there is a 30 day policy but a product like this should not have an expiration date and should be properly fabricated to last. The mirrors were set on a safe area, no children, no pets and well taken cared of. We purchase millions of dollars worth of products for our clients and I must say this is absolutely absurd to sell a product of poor quality.

After waiting on hold for over 30 minutes I spoke to a customer service rep who very kindly apologized that she was not authorized to refund delivery fees as per their policy. I explained that the item had never been delivered and she explained that they moved it from a warehouse to somewhere else therefore they have moving expenses. I asked if they had the loveseat in their possession why didn’t they just deliver it to my daughter? She wanted the item. She canceled the item because they said mid October delivery for something she was going to use outdoors in New York.

The customer service lady could not explain why they did not deliver it if they actually had it. But we canceled the order almost a month prior to when they said it would be delivered yet they still charge me a delivery fee For a delivery they never made! Please beware of the exorbitant delivery fees when you order because if you cancel you won’t get it back!

I have had multiple conversations with customer service throughout the process. Some assuring me that I would be compensated fairly, more than the 15% that is the standard compensation. But they said it was best to wait until everything was fully resolved. After finally having all of the pieces delivered and undamaged, I called to discuss and they refused to offer anything more, even though I had to take multiple days off of work to be home for a delivery that would end up being cancelled the day of.

It's impossible to speak to a team lead and they insisted that I either send the item back or except their baseline offer...the same that would be offered for only one inconvenience is not the same that should be offered for seven. I have reached out multiple times and spent hours on hold throughout this whole process. I advise to steer clear of any Williams & Sonoma brands - West Elm, Pottery Barn, W&S. I had a similar issue with a bed from Pottery Barn and I am still waiting on the replacement that was supposed to be delivered at the end of December 2022.

Original Review: I ordered my couch at the beginning of July. I have a smaller space and particular set up so that’s why I chose West Elm. Plus, I wanted to buy myself something nice. Well, here we are mid-September and I still don’t have my couch. I have been notified on three separate occasions that my couch is ready for delivery but then the day before it arrives they cancel with the same excuse that not all of the pieces are at the distribution center. I’ve spoken to numerous supervisors (with hold times of almost an hour) to try to understand why this keeps happening. How is it that one piece of my couch keeps arriving but not the other?

Their response two times now is that the other piece just arrived that day but it didn’t make the delivery truck in time. If there is the same excuse and then the same response, how is it possible that I’m going on my 5th reschedule??? Where is this missing piece and why is this not being resolved in a timely manner?? The worst part is that my card was charged over a month ago because it was ready to ship and so I’m paying on something I haven’t even received.

I now own this sectional maybe a year, it still looks nice, but laying on it is not very comfortable. I constantly slide off the edge of the seat, due to the seats sinking towards the front. I’ve tried to write review on the west elm site, but for some reason it only shows my canceled order, and it doesn’t show my new order for the same sectional. So yes, it wasn’t the greatest experience and I will probably never buy from west elm again. The sectional was very pricey, and you should expect better quality and customer service.

I was told a manager would call me to fix the issue and never heard from anyone. After spending an hour on hold with customer service, I’m told the best they can do is offer a 20% discount to reorder the bed and a 10% discount on the damaged furniture. Never got a call from a manager as promised. So after they wasted 3 months of my time waiting for a bed, they offered barely any remedy of the issue. Absolutely would not order from West Elm again.

Original Review: Sept. 12, 2022

I ordered a Harris 100" L Shaped Sectional on July 2nd. The ETA for delivery was August 22nd to September 7th. I went with this item because we bought a new home and sold ALL of our furniture with the last home, and this particular sofa had a faster delivery date than some of the others. My credit card was charged on August 2nd. One month after the order date. When it came to late August, I noticed there had been no activity on the order, so I reached out to customer service. I was told that one piece was already at the Distribution Center and the other two pieces were about to ship, and that I should hear from someone around 8/29 to schedule. I get an email a couple days later saying the delivery date would be pushed back to 9/22 to 10/12!

Check back in on September 7th by emailing customer service and I am told the two pieces in transit arrived and the one piece (that was supposed to already be at the distribution center) was in transit and would hopefully arrive by 10/12!! What the heck? I can't get any information on that piece (I assume they used it for someone else's order) and took it from mine. They offered me a split delivery, but have heard horror stories about getting half a sectional delivered and then them discontinuing the other half and you are stuck with half a sofa! Not sure what to do here, but each rep has a different story and no one will tell me where the third piece is. The one that they lied to me and told me it was already at the distribution center.

I will never order from West Elm again and will be contacting the better business bureau. This is unacceptable to not be able to properly track furniture and provide appropriate updates. The government needs to shut this company down until they are able to put an appropriate distribution system in place. There are consumer protection laws for this exact reason and I am sure West Elm is breaking several of them.

Third, I called them 3 times because of dropping calls or incapable customer service people who told me my furniture must have been sent to someone else because it is not in the warehouse!!! Wait times were an hour each and I called 3-4 times. Then finally scheduled it for yesterday between 1-3 pm, then they called and said they are running late and be here at 4.30 pm. At 5.30 pm they called and gave me the biggest ** of my life. Department of transportation stopped the truck and no longer allow it to be on the road! we are in NYC, never heard of this. There are tons of other things dept of transportation has to deal with I am sure than counting truck's times....Now it is scheduled for next week, not even for Monday. Meanwhile I am sleeping on a mattress for weeks, with all my things out on the floor as I have no dresser.

I called customer service, and they said that's the way it is, you can take the ones you installed(4 of them) and return them, and get a refund or wait for 5 months. I said, "Are you kidding? I can't just take them down, there will be holes on my wall and I have to pay again to a contractor to do that." She said, "Well you need to wait." I said, "5 months a bedroom without a curtain and overlooking of the neighbors? Will I be even compensated for that?" The answer is the most ridiculous: "You can take them down, return them and order another set and get a 10% off." I have not received such customer service in the US. I will never buy from west elm again.

As other reviewers mentioned, the delivery dates get changed multiple times. I don't understand this. If they expect something is going to be late, let us know up front! What is worse, their very inaccurate website online order status often would show furniture pieces as "delivered" or "appointment scheduled" with dates 3 months in the past and meanwhile I still have no furniture. So after many, many calls to customer service (you can check my phone records to verify) and either I am accidentally hung up on, put on hold for over an hour each time or responded to with a lot of confusion.

For example "Wow I don't know what happened to your entertainment console you ordered 5 months ago? Hmmm, let me see if I can figure it out." 2 hours later, nothing is figured out! My favorite part is the multiple items I ordered and without them telling me (until I called to check on status), the items were "no longer in stock and sold out awhile ago". Honestly, this is a part-time job for me trying to follow up with West Elm, added onto my full time job I already have.

West Elm/Pottery Barn, I used to love your service and furniture! You used to deliver on time, you used to have quality furniture at affordable prices and now you don't even know where my furniture is? We are not talking about an online order of takeout. We are talking about thousands of dollars worth of furniture! I am often disappointed with the quality of any furniture ordered at Wayfair, but honestly, they deliver ON TIME and can actually tell me the true status of my furniture at any given time and have customer service reps who are actually informed with a computer system that is accurate and actually works! Buyer beware...spare yourself the trouble and agony and go check out Wayfair or your local furniture store.

The worst part of the entire ordeal was it was being advertised to me on several social media platforms and their Newsletter as “Ready To Ship” and “In Stock” repeatedly over this entire process. When I placed my order it said that as well and didn’t move for nearly 40 days of waiting. The cherry on top was the return process. It took nearly 12 days for the return to go through. To get the return processed I had to sit on the phone for multiple hours, be transferred three times and be told they “couldn’t provide a receipt” for the return. That didn’t fly so I asked their supervisor to draft an email which she finally did after I waited an hour on hold for her to get approval. They use deceitful practices, all of their customer service agents will confirm that 90% or more of their calls are about shipping, returns, etc because many customers are in the same boat as me.

Read the many reviews on TrustPilot, Better Business Bureau, and Consumer Affairs and save yourself the biggest nightmare. They held onto my $1400 for way too long, I spent way too much time on the phone, and the entire process I was treated like I was in the wrong for advocating for myself. Do yourself a favor and make an educated decision- in an age of transparency they delete comments on social media. In the age of transparency they will not have reviews listed on their site- all because they can’t fulfill any order on time. Don’t be deceived.

They have great looking items, but it is not worth the headache. I know this was a long review, and some would say a First World Problem, but we work really hard for our money and it’s totally disrespectful to waste our time and effort as consumers. This company in particular is using bait and switch tactics, can’t handle volume, is not following e-commerce regulation guidelines, and is deceiving customers left and right.

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.