West Elm Reviews

A month ago, I ordered 2 Viv chairs from West Elm in person at their store after careful consultation with a salesclerk. I paid using a $150 Williams Sonoma gift card, a $500 Visa gift card that I converted online to a West Elm gift card - while in the store and while in the act of placing my chair order (because they would not let me pay with multiple payment methods), and my credit card. Last week, just as I was anticipating the arrival of my order, I was notified that my order was canceled (no reason) and I was getting a $650 West Elm gift card plus credit card credit in return.

On June 18. I went to West Elm and found a sofa that I would like to purchase. And the sofa says it will be delivered by 6/24-7/11 (the early delivery date is the reason I bought the sofa), and I also called the customer service several times, first they say the sofa will arrive to them at 6/21, the second time it becomes 7/3 and then it became mid of July. And my estimated delivery date become 7/14 - 8/3. If I know the sofa will arrive one month or more later, I will not purchase this one and I will choose another brand or another sofa. They just put a very attractive date to cheat you to buy it, and you will have to face endless delays.

After spending >1 hour speaking with customer service/on hold, West Elm has agreed to send me another equal quilt - hopefully, it's not the same issue all over again and the poor quality was a one-time error.

I love the look of the furniture from West Elm, but they don’t stock anything in stores, it’s all made in other countries, they lie about when the items will be available for delivery, they hold you hostage to not being able to cancel your order, and you never get it. It’s been almost 6 months, and they’ve already charged my credit card $6200 over a month ago, said they would deliver my furniture last week and canceled the same day after I took a day off work to be home. Said they’re missing a part of the sofa and can’t deliver the furniture without it, don’t answer the phone, don’t return my phone calls, just terrible customer service. Just hung up on me after being on hold for 20 minutes and when I call back it says they’re closed. They can’t find the pieces to my sofa in the warehouse, so they just ignore and don’t deliver. Can’t cancel and get my money back, so I will call the Better Business Bureau and the credit card company.

I ordered a dining room table from West Elm in April. The first delivery date was scheduled for 6/17/22 but I received a call that same day that they were having transportation issues and needed to reschedule. Delivery was then rescheduled for today (6/24/22) by 12 Noon. At 11:30, I received a call telling me they lost the table. Now, they tell me they have to order a replacement which cannot be delivered until August. I've taken two days off work now to be home to accept this delivery, and still I have no table. This table was very expensive and the only reason I felt OK ordering it online was because I believe the West Elm/William Sonoma brand was trustworthy. I won't make that same mistake again.

I previously wrote a scathing review of West Elm's flat rate shipping policy and want to update it, as my complaint has been resolved. West Elm came through and sent me my chairs five weeks after I ordered a "in stock and ready to ship" items. I will say, their social media team was very responsive to me, much more so than customer service.

If you are having issues, I would recommend you go that route. I still believe they need to change the way they advertise their merchandise, feeling very strongly against their flat rate shipping policy that misleads the consumer. In the end however, I received my two chairs and they are indeed beautiful.

Updated on 10/07/2022: Bought a couch in March 2022. They said it would be delivered in April. Then it was "on its way to the distribution center." In August they lost the couch so then we had to reorder the couch which was estimated to be delivered in September. Just got an email that now the couch is backordered until the end of November. This whole time they have charged my credit card and still have not delivered. No need to call customer service. They have no idea where customer shipments are located or when they will arrive.

Update: West Elm did deliver the sofa finally and has issued a 30% discount. Which was nice, but still wouldn't compare with what we had to go through. Because they've promptly followed up and tried to resolve the issue, I'm updating my review from 1 to 3 stars. Sincerely hope that West Elm will fix their online ordering and delivery issues as we do like the quality of furniture they're producing.

I have purchased 3 items now from West Elm with each experience being worse than the last. Most recently I ordered a close out chair that never arrived and was given the run around with several employees and never got anywhere. I have never spent more time on the phone with a company that did absolutely nothing to remedy my situation. I ended up having to purchase a new chair at full price and I am SO unhappy with the size and quality of it for the expensive price tag. Will NEVER buy anything from this company again.

I ordered the Mid-Century Single Bathroom Vanity (49") - Acorn on 1/31/22, it was originally delivered in April (I can't find the exact date), which I expected based on what I was told when I ordered it. Unfortunately, the marble countertop was cracked in 3 places and unusable. West Elm delivered a second, replacement countertop on 6/1/22, and the delivery crew opened it when they delivered it to make sure it was okay, finding this one was also cracked into two pieces.

Buyers should be urged to stay far away from this miserable company. I ordered a banquette from them in March 2022 at a cost of more than a thousand dollars, and when it was finally delivered in June the crew put the legs on backwards and stripped the screw threads used to attach them. The banquette has to be replaced. Customer service personnel were incredibly slow to respond, and they have repeatedly responded to five emails with form-letter template **. They have not offered compensation for the screwup and the delay. Any potential customers should think twice about any transactions with this firm, which does not train any of its personnel -- in delivery or customer service -- to do the right thing.

I never write bad reviews but I feel extremely frustrated and really feel like I’m getting the run around. I ordered the Norre Natural Oak 80" Media in May and was told that it wouldn't arrive until August. You can image my surprise when I received a notification that it was scheduled to arrive in June. It arrives earlier than expected by a couple days via UPS. I was a little disappointed that it came in so many pieces as I thought it was mostly assembled but that was my mistake for not reading the description. When the box arrives, it's badly torn on the corner but the other boxes were intact so I figure (not sure why) that everything else is fine. I start to open the damaged box and noticed it was worse than I thought. The box was actually open and pieces were falling out of the box. I pulled out the large piece and it looked like it was chewed up by some animal. See pics.

Hi, this is my first bad review. For a $3000 sectional, I had to spend 3 hours on the phone with West Elm making sure they secured a COI. The delivery department gave me three different times of when the COI would be ready and then I called them the morning of the 10:30am delivery and the COI was still not ready. I told them the building needs to review the COI through email before approving the service elevator. West Elm's assumption is that it would be approved right before the delivery. The building is new and has strict COI requirements but West Elm does not care. They should be called Walmart. IKEA has better service than this.

We ordered an occasional chair from West and were promised delivery in 3-4 weeks. I was surprised when our credit card was charged for the order right away as opposed to when the order was ready for pick up. We checked on the status regularly which said it was in transit to the store. After 4 weeks the estimated delivery time was extended another 3-4 weeks. There is no way to cancel the order online and I had to sit on hold for 15+ minutes to speak to a customer service agent who cancelled my order and promised a refund....we will see.

I ordered a desk, upholstered bed with drawers, and a dresser all from West Elm. The anticipated delivery date was about three months out which during supply chain shortage was somewhat understandable. Luckily it came in about a month earlier. Delivery was great however I later realized that one drawer on the bed was being really finicky. Upon closer inspection it seems that a bunch of screws fell off — the holes for the screws were completely shredded. The drawer itself was also shoddily constructed. Missing paint and misaligned boards.

It's gonna be a long story, because there was A LOT that went wrong, otherwise I wouldn't bother with a review. The store itself and personnel are fine, it's their deliveries that need an update. First of all, we chose West Elm because we were updating a lot of furniture and were tight on a timeframe, so we checked what's in stock. In April we ordered a bed, 2 night stands, a desk and also picked up some items in store. Night stands come in, one is broken. We are told that WE need to bring it back to the store and order a new item. So now, if a new item is also broken, we have to do it all over again on our time, in our car.

I purchased the retro tripod coffee table 1/23/22 and received it 3/11/22. I was aware the table was on back order and was fine with waiting since I loved the look of the table. After having it for a few weeks the finish developed spots that were cloudy and impossible to clean, then the finish started getting chips and faded areas. It is also very rickety and unstable. The table cost $299 and is of very bad quality. I wrote an email to West Elm to let them know about these issues and never heard back.

We have spent over $25,000 with West Elm in the last year and will no longer be spending any money there. We strongly encourage you to rethink your West Elm purchase and go to CB2. We ordered several items back in February. Delivery dates were pushed back several times, which we expected having purchased from here before, but to date our delivery has been canceled 5 times. Every time we talk to the shipping hub, they say they need to run an audit because they don’t have the items, the audit takes 72 hours and a supervisor will call us back after. We’ve been told this 5 times with no calls back or even resolution to our issue. We’ve also paid for these items back in March and April, and it is illegal for a company to charge for an item and not deliver within 30 days.

Product: Harmony Sofa and Chair. Issue: Seams came apart, the "high traffic" fabric we selected is trash. We have these couches in a living room that isn't heavily used, we wanted more edgy good looking couches for this space. Not even a few months after we received them, I noticed strings starting to form at the seams and I would trim them.

This was my first experience with West Elm. I placed an order and the order total at check out was $280.90. When I received my order confirmation, the total was $291.50, however the line items totaled $280.90. I called customer service and was on hold for 47 minutes and transferred twice. The rep said, after arguing with me that I was charged with the right amount (even after sending her the order confirmation email). I clearly based on the confirmation was not. She said, “The warehouse miscalculated so this wasn’t our fault, but I’m not going to argue with you over $10. I’ll issue you a credit as a one time exception.”

Initially they confirmed order was in stock and because of availability we ordered. 2 weeks after it was changes to a month delivery then now it says August. On another delivery they messed up the delivery 3 times and never go it right. Waste of time.

I don’t even know where to start. I have completely lost all my patients with this company. I was told my chairs would be delivered March 13. They didn’t arrive then said March 28, then April 14, then April 29, then May 4th, May 13, May 28. And here I am today, I cancelled my Memorial Day weekend plans because they PROMISED me they would arrive. I called them and said they will be delivered June 4th. Which is a lie. This company is full of liars. I will never ever, ever, EVER order or give this company my money again. Unacceptable.

I ordered a harmony sectional in August 2021, my couch wasn’t even in production by the time it was suppose to be delivered which was November of 2021. Instead of canceling like I requested, they went Ahead and started the order after telling me they could cancel since it wasn’t started. Long story short the couch finally came February 2022, beautiful couch but the support broke. It now sinks, I was told I would get another couch 8-12 weeks which is highly unlikely. And now as I check my email, the order was cancelled. Waiting for a response… It’s a common thing with this place, please listen to these reviews and avoid shopping here. The customer service is so bad, they do not care and will do anything to not cancel or refund ur money

I have purchased a sofa for 3299 and while waiting for it (which is over 3 months) the price of the same item dropped to 2899. I have attempted to ask for a price match or refund but it was not granted as it was labeled as ineligible. I asked to cancel it so I can just reorder the same item but they said it can't be done as the item I ordered was customize (because I picked a white leather). It is crazy because I will be ordering the same custom item anyway. I just needed to cancel it and rebuy at a 400usd lesser price. I felt I was scammed of this company.

We ordered a Dalton Sectional Couch ($6500) on 9/12/21 with estimated delivery of Nov 11th. Went to the physical store at the Plaza in KC to make the order. Well it got delayed twice and finally delivered in the beginning of March. When it finally arrived they brought us a wrong piece of the sectional (it was ordered correctly) and told us in so many words that 'you're welcome to keep the wrong piece of furniture until the correct piece arrives'. Great, my main piece of living room furniture that has already taken 7 months to arrive looks incomplete.

The nightmare that I've encountered with online services at West Elm (and more generally the William Sonoma family of brands) lingers. I don't know if I ever want to shop with them again, and please let this serve as a warning to anyone thinking of purchasing products from them. If you ever think that you need any dedicated attention or flexibility outside of their standard approach, prepare to make multiple attempts, endure long wait times and inflexible policies.

I've purchased 5 items from West Elm now. The customer service is truly the worst I've experienced. Most recently, I ordered the Anton Floor Mirror, along with a few other items. It was scheduled to arrive April 26th, 2022. On the 26th, it never arrived. I had to spend 3 hours on the phone getting redirected and disconnected before somebody finally told me the mirror never arrived. They rescheduled it to May 17th (3 weeks after it was originally supposed to arrive). I checked the status of the delivery on May 14th, only to find out that the order was incorrectly cancelled by somebody at West Elm.

I don't normally post reviews, but I feel like this is a necessary community service. I ordered two mirrors from West Elm on May 11th. When I placed the order they said both items are in-stock. One would be delivered May 22- June 5th and the other between June 13th-June 27th. All seemed good. They charged my credit card immediately. Then I received my confirmation email that said the items would be delivered between 12/24- and 1/6 - a fully 6 months later that what they said on their website when I booked the order. Woah! So, of course, I immediately went on the website to cancel the order. There was no option to cancel. I waited on hold for 3 hours (they do not offer a "we will call you back" option) before giving up for the weekend. Today, still less than a week later, and after another two hours on hold I finally got through.

I've been a long time customer of West Elm and have ordered everything from a large living room sectional, to pull out sofa to arm chairs to home accessories to bedding to pillows, etc. Even bathroom hardware. (Which we waiting a shocking SIX months to receive.) Tens of thousands of dollars at this point. "In stock" or "estimated shipping dates" listed on website are completely inaccurate and made up. Be prepared to wait MONTHS beyond the listed dates for most everything with no explanation. No discount. Nothing. Just endless waiting having zero idea when your items will arrive. If ever.

Original estimated delivery by March 31 but never receive the item. Contacted customer service last month, was told will update my order status in 3-5 business days but never hear back from them again. If they are not going to ship my item, they shouldn’t charge my credit card in advance.

My partner and I ordered a couch on April 16th and it was supposed to be delivered May 13th - May 30th. Just this past week, we found out that it was going to be backordered a few days (delivered May 16th - June 3rd) which is fine. But now we found out our couch won't get here until June 6th - June 24th. This couch was not our first choice. The only reason we settled on this couch was because it was supposed to be delivered in 4-6 weeks. Or first choice was estimated to have a June 15th to June 30th delivery and we didn't want to wait that long. Now I don't know when our couch will arrive. I've called customer service and they can't provide me with any more information than I already have.

I purchased Ashton outdoor dining table. I won't go into details of the long wait and a number of rescheduled deliveries, we've all heard about the supply chain issues and it's all understandable. After it was delivered to us in the winter we were very excited to use the new outdoor table when the weather got warmer. After a few days of table sitting outside without any use we noticed white spots started to appear randomly all over. The table is black and the white spots are quite large in size and very visible! I wish I could attach the pics so you could visualize. Tried cleaning with a mild detergent per the instructions on the website but to no success.

I don’t know who else to write to at this point to get this issue resolved. This was an email I wrote to west elm in early April and I still haven’t gotten my issue resolved. This email is to follow up in reference to the issue I have been having with a bed that broke in less than a year after it was delivered. At this point, I am extremely frustrated. Prior to this experience, the West Elm/Williams Sonoma brand was my "go-to" store for my furniture/home needs. We had planned on purchasing the rest of the furniture for our new home from West Elm, but I am having 2nd thoughts about that.

We purchased outdoor furniture from West Elm on February 25th through our designer, and we have documentation of the purchase. All the purchased pieces said in stock or soon to be in stock. As time has gone by, we have received bits and pieces of the order, benches without the table, cushions without the furniture, and the side tables. Now we are hearing our table is delayed until August, and have received changing stories as to where the rest of the furniture is located. In early April, we received a message from West Elm saying the furniture would be delivered in the next couple of weeks and since, we only received the cushions.

I placed an order on January 9th for 2 arm chairs. I knew that with supply chain issues they would not be delivered for some time. The initial expected delivery was March 29. On March 29th, the order is updated with expected delivery between April 8-12. On April 4th, pushed back again until April 22-26. Apparently, the products "shipped" on the 18th, and would be ready to schedule delivery between the 4/28-5/2. That is the last update email that I received from West Elm. I called them to schedule delivery and they gave me the number to a local delivery service. I spoke with them and was told that they have not received the items and have no way of knowing when they will. Meanwhile, West Elm has charged my card, then refunded the charge on numerous occasions. The automated West Elm phone line now says the items will be ready for scheduling delivery on May 13.

We ordered a bed which was in-stock and ready to be shipped to our zip code between 5/9 and 5/23. Once ordered, the email confirmation came back with a September ship date. Talked with Crystal in customer leadership who was incredibly argumentative and was absolutely no help in resolving the problem. They are advertising completely false information on their website to get you to buy the product and then switch to something different once ordered. Bait and Switch. Stay away from this company.

My husband and I purchased the Glasgow Floating 48 Single Walnut/Dark Gray Open Storage Console for our bathroom. Instead of listing this vanity as "Glasgow" as in the sales listing my email confirmation from West Elm lists this item name as the "Bathurst Floating 48 Single Console." Then, the items that arrived has yet a different name "Goreme-48". Upon investigation this Goreme product seems to be the exact same product as one listed on Wayfair for nearly half the price.

Starting in December of 2021, a number of items were ordered for a client of mine - for a new household. Not only did many of the items (rugs, bed frames, media console) arrive months later - with no communication, but when they did finally arrive they were either damaged (twice!) or arrived without parts or were the wrong item.

We ordered a 6 drawer MidCentury dresser to be used as a dresser and changing table for our twins. A few months later, a huge crack appeared in the leg of the dresser, which looks like a flaw in the wood that was made worse either by usage or maybe upon delivery--making it unsafe to be used in a child's room or in a home with a child. A few months later we are still dealing with getting a refund or a safe replacement. No fewer than four different agents have said they would provide me with a list of dressers that have safety ratings and that aren't backordered or delayed for several months. Neither of those things have happened. I have a chain of emails going back to December and this broken piece of furniture still in my house--out of the twins' room of course.

Don’t even know where to begin... Bed frame and upholstered headboard ordered 10/24/21 to be delivered January 7 to January 21. Delayed many times and last delivery appointment scheduled for March 22. Then someone from delivery called us to tell us that West Elm would be here to pick up our bed for repair. What?? I told her we did not have the bed and she said according to West Elm's records our bed had been delivered February 26 and we were charged and paid for the bed since we had a confirmed delivery date! And it gets worse because every time we would call customer service they would say that the bed had already been delivered since that was in their records. Finally convinced CS to amend their records. Many, many hours spent on phone with customer service and our salesperson and no resolution. BTW, customer service and our sales rep were absolutely wonderful and just as confused as we were.

We ordered the Drake sofa and chair in May 2021 and are still waiting for the chair to arrive. We understand delays happen--understandable. The Drake sofa arrived after about six weeks, which is what we expected. The chair, however, did not show up. It took a while to figure out why it didn't arrive on the estimated delivery date. We were told they would send out an inquiry and call us back within the week. West Elm failed to call us back. We called again and were told that no inquiry was placed and that this time they would put an inquiry. Long story short, after many phone calls, someone at West Elm finally had the guts to tell us that the chair was lost and had to get reordered.

Back in February, I ordered a set of dining chairs that were on sale. I placed the order, which could not be canceled or modified (because they were on sale) and would not be delivered until October. I was willing to wait for the chairs, because I loved the saddle leather and because of the good price/value. I was even willing to accept that I could not modify or cancel the order - again because of the sale.

I usually never write reviews, but I will make an exception for West Elm. For someone claiming to be semi high end their customer service is some of the worst I have ever experienced. The complete lack of communication and blatant disregard for the customer is mindblowing. When spending 900 GBP I at least expect the courtesy of the company to let you know if something didn't ship or goes into backorder.

This has been the worst experience with a high end store I have ever had. I purchased a X-base table at West Elm in August and it was delivered on October. It was damaged. The store said they would replace the top. I waited until February before canceling the whole purchase. Every month they would send an email saying that it would take another month until I got my table. If you would look up in the site it would say no longer available. So, how where they going to get me one?

I purchased an Ooni pizza oven for 50% off from West Elm. Their marketing newsletter featured a link to their website with the promotion. They cancelled my order due to a pricing error. I tried calling customer service and they just apologized. They offered me a $25 gift card if I purchased the oven at full price. I feel like this was a poor remedy to my problem. So many folks have experienced the same thing, just check the subreddit and you’ll get a better idea. It’s unfortunate West Elm decided not to honor the promotional price and instead cancelled everyone’s order. I’m not happy with how this company has provided customer experience. They did not make things right.

Where to begin? We ordered a Harmony Sectional 10 months ago. We were charged shortly thereafter. The couch still has not arrived, West Elm has had my money for that period of time. Today we were called and informed that the couch cannot be located and we would need to cancel the order for a refund. Wait, it gets worse, on that call we were told that they no longer make the couch we ordered. After more than 20 interactions with customer service, we’ve received no couch, compensation for our troubles or refund. This is after being a dedicated customer of Williams-Sonoma brands, spending a significant sum of money over the past five years. If this isn’t adequately addressed we will be removing all your brands from our wedding registry and will not purchase any products from your stores for our new home.

I ordered products from West Elm in January of this year for a client, about $10,000 worth. Items said they would be here in middle of March. We are now in the middle of April and the items still haven't been delivered. I just received another notice that it is delayed until first week of May. The arrival date continues to move and makes it absolutely impossible for me to keep my customers happy for the lack of visibility from West Elm. Not to mention, the last item apparently left their distribution center in March (over a month ago) and we are two states away from the delivery center. How does something take a month to get here? It's 880 miles away. I could have walked that distance in 30 days. How can items being transported here taking this long? It's absolutely ridiculous.

In stock does not mean they have the product/have any idea when they will get the product. Customer service confirmed that they lie to customers. This is not a supply chain issue, it is an honesty issue.

Company does not care about you - only their bottom line. They will cancel your order if they realized they priced something low and claim “error”. Would never recommend such a business to anyone. They are shady.

The furniture is nice but I won't buy from West Elm again because it seems that corporate policy is to lie to the customer wherever possible. I bought furniture in September, to be delivered in three separate shipments over the next few months, The first item arrived, slightly scratched, a few weeks late, It was a minor scratch and I called to see if they had some cover-up that I could use.

I ordered a crib and changing table in November and was told shipping would be in the beginning of April. I have noticed that my estimated shipping date has been pushed back several times. Now my items aren't being shipped until mid-May? What's to say the shipping wont change again? I already have a 2 month old, will he be a toddler by the time this comes in???! I am extremely disappointed and if the company received too many orders for these products then take it off the website.

I’ve purchased many items from this company because I like the style and quality of furniture. However none of their items are in stock. You initially get told that items will take a few weeks to be delivered and they become backordered for 7 months. When they arrive 7 months later they aren’t even the correct color and you are forced to wait months for the new one. I ordered a bathroom set recently that was listed as “in stock” and I’m now told it’s backordered and there is no definitive time of when I’ll receive my items. I don’t even get emails notifying me that it’s pushed back. You call customer service and their solution is “if you don’t like it then cancel your order.”

First I took a day off of work during the week to accept the delivery (after I donated my old sofa). Even with confirmations, "the truck broke down" and they couldn't deliver the sofa that day. I had the delivery rescheduled. A few months after I received the sofa, the cushions had lost all of their firmness. Now I am not working from home, so if I am on the sofa, it's not all day. I fluffed the cushions and rotated them. After a year, I contact customer service and they said there is nothing they can do for me. So I spent over $1,500 on a sofa that was usable for less than a year and now it's barely usable. This is criminal. Shop elsewhere.

We ordered and received our sectional sofa about 2 years ago. It was a custom order with fabric that we chose telling the salesperson that we had 2 dogs so we wanted durability. We didn't get it. The sofa fabric has pulled and pulled and I think looks 10 years old instead of 2.

Let me start by saying none of the issues I have had are related to the pandemic disruptions - if that was the case and there were supply chain issues I would be beyond understanding. I ordered an in stock bath vanity June 2021. The delivery was scheduled for Aug 2021. On the day of delivery I got a notice my item was out for delivery, moments later received a notice my delivery was cancelled due to damage. How does an item go from on truck ready for delivery and minutes later a damage notification comes out? (Okay, damages happen, no biggie, I was totally fine replacing.) We reschedule for October-ish timeframe. THE SAME THING HAPPENS! Then, February of 2022 THE SAME THING HAPPENS!

Unbelievable customer service for a high end store. I purchased dining room table and chairs in February and was told it would be 6 weeks. Now I am being told it will not be available until late July. I asked if I could purchase floor model and was told they don’t do that. What I don’t understand is how they are displaying furniture that is unavailable. This is totally unacceptable for a business.

I ordered the Norre Bar Cabinet in Walnut veneer. When the cabinet arrived, the "wood" finish looked very plasticky, not like wood at all. Doesn't look anything like actual walnut. Product also has very heavy glue smell still. I've been airing it open for a few weeks, and it still smells too strongly for me to use it to store glassware.

My entire experience with West Elm has been poor. From ordering and customizing a couch online that West Elm could not build (why is this an option to order then?), the wrong couch being ordered on my behalf by a service member, delivery delays, to now 2 years later finally with my dream couch falling apart. I wrote into West Elm’s customer service team to see if I could obtain replacement cushions covers as these are separating at the seam and they could not offer a solution to my problem. I was first promised complimentary replacement cushions or couch, the agent just needed to discuss with leadership. I never heard back from the representative. I had to reach out on two separate occasions to get any information about my situation. They were unwilling to work with me for any complimentary cover replacements, exchanges, or returns which is understandable since the order is 2 years old.

This is the second time I ordered from West elm and had issues with them. The first time I ordered a dining table and after 6 months I received it. Every time they keep changing the date to backordered. This time I ordered a buffet and they send me half the parts of it and the second half they said it's backordered and they don't know when they will receive it. What I'm going to do with a buffet that is missing parts and on top they charge me for it. Stay away from west elm and do not waste your time, money and energy with them. This is the last time I will do such a mistake. All the reviews you see here are so true and correct.

I never write reviews but this time, I will go beyond just writing a review. Just read other reviews for yourself. Worse experience. Waste of time. Ordered a kid's dresser and coffee table on Feb 7th. I filtered my order with items that can be shipped right away, my wife is pregnant and is due end of April. Long story short, the coffee table was ready to be shipped but not the dresser. My order got delayed 3 times, from the 3rd week of Feb delivery to now May 11th. Please keep that in mind, this is all on top of getting charged $150 just for delivery. So 2 weeks ago I called and I said I can't wait this long and I need you to cancel the dresser and just ship the coffee table. It took me 10 days and speaking with managers to make that happen.

I placed an order for 2 dressers and a mirror on 4/4. Soon after I received an email stating there was an issue with my payment. I called the credit company first because I saw the charge and knew I had more than enough available credit. After that I called West Elm and and gave them the information only to find out in addition to charging the full order amount they put through authorizations for each individual item which then put me over my limit. I cancelled the order and tried again only to have the same issue. I called to cancel the order and was told it would take 3-5 business days for my card to see the cancellation. (1 card down). Yesterday I called because I hadn’t received confirmation on the cancellation and found out it was never cancelled. Whoever I spoke with cancelled the first order but as of this morning the the 2nd order hadn’t been cancelled.

Postponed 3 times delivery time, 6 months has been past from the time that we placed the order, many phone calls and half an hour waiting for response , still they do not know where is the status of my order, very disappointed.

We placed a large order of study furniture, including two desks. The items have taken 4 months to be delivered and finally today they have arrived. One of the desks is not as per the specification on the website - it is wider and as such does not fit in the alcove it was ordered for. Further, one item is still missing and we are told it won’t be delivered before May. Having had our money for over 4 months, we have a desk which does not fit and are still awaiting a bookshelf. I wish I had read the dreadful reviews on Trustpilot before using this company. Please avoid at all costs. Whilst the products may be nice, the customer service is just appalling.

I purchased a bed In June 2021 with an expected delivery date of November. I understood and had expected some delays. Lots of back and forth with CS the order was sent to wrong warehouse, can't reroute or refund me my money so now I'm out of $1000+ no bed, no service. I've contacted the support email, phone with recorded proof.

I spent an entire afternoon on March 5, 2022 in West Elm's Denver store ordering 10K of furniture for my new apartment. Everything I ordered was confirmed by West Elm to be ready to ship and to be delivered by end of March except for one small backordered item, scheduled for Mayish. To my delight, 4 chairs arrived via UPS several days later. However, the delivery dates for everything else continued to be pushed back so that now deliver is estimated to be between May 5 and May 27. I have spoken to numerous customer service personnel and received a different story each time. I have no couch, no table, no living room chair, no coffee table. Today I have cancelled the entire remaining order and will start over. What a waste of my time. Don't be like me, don't order anything from West Elm.

Caution: just don’t spend your money at West Elm and you’ll be better off! I was so excited to get linen sheets from West Elm however the experience of them has been terrible. After just over one month and with pristine care (following their website instructions) the first pair started ripping. I had to really fight West Elm to get a replacement as they said after 30 days there’s nothing they can do. Then another 5 months passed by and the sheets were ripping again. They said there was nothing they could do because it was more than 3 months. I went to a few different stores and called and emailed and the person who sent us the gift called, and finally after spending hours complaining they agreed to send a new pair.

I have never in my life experience such poor service and no one does anything about it. Placed an order in October for my daughter's bed, dresser and nightstands. I spent days if not weeks making a decision on how I wanted the room to look. Everything was going to arrive in 3-4 weeks which was fine with me. Emails and emails back orders after backorders. Finally March 22 the bed arrived and come separately. The week prior they emailed me to pay for the nightstands as they are being delivered via third party very soon. Called in and paid immediately.

Should have learned from the first time. 6 months ago, I purchased an outdoor dining table from West Elm, table was never delivered. I called more than a couple dozen times. Every time I called they'd say it has shipped and it's on its way. Then the table was at the shipper and should be arriving any minute now. Then all of a sudden a part was missing. Finally, the admitted the table never shipped and what they sold me and charged me for months ago never left the warehouse and is currently sold out, with no comparable substitute. This is the second time this has happened. Never again. 6 months later, after lying their faces off on every call, money is getting refunded because they could not find a suitable replacement and I'm left without a table. Thanks for nothing West Elm.

I have order a customize sofa for almost a year. So the sofa has arrived and delivered. But the partials are missing. The labor could not install the sofa. I have called for several department to solve the problem. They are just always ticking off my problem like a ball. Eventually, they are going to solve my problem. They said the factory already sent my partials to my house and already delivered on March 9th. I said I didn't receive it. They said, "You need to call UPS to check the deliver."

We placed 5 orders for furniture from West Elm. Not one of them was fulfilled without multiple calls to customer service and hours on hold. On top of that, they overcharged my credit card by $6,500. We eventually got the overcharges straightened out. On the third or fourth call to get the problem resolved, I finally got to speak with someone who knew how to work the West Elm system to get the answers. Altogether, I have listened to about 6 hours of hold music trying to straighten out all the issues and get the answers I need. The pieces that came by UPS and I put together are fine. The delivery service brought furniture with pieces missing and one large piece was damaged. We love the pieces we have, but the process to get them makes me never want to attempt to do business again with West Elm.

Purchased the marble streamline coffee table. The marble top is of poor quality. Everything that touches it stains it. I realize marble is a porous material but this is ridiculous. A glass of water with condensation ran down on a cork bottom coaster left a stain that will not come out. Impossible to clean even with just water without leaving streaks. It looks great in the picture until you get it home. Not worth the money at all. I would expect more from West Elm.

Firstly I like west elm products and have bought 2 beds previous. I also have several items from Potter Barn. In Feb this year I ordered 6 Holland dining chairs. Fairly quickly I got a message saying order fulfilled. However at delivery only 4 chairs arrived. After 10 days I figured the other 2 weren’t coming so I called the customer service line. They were helpful and ordered another 2. However I have no delivery date, tracking or any other message to confirm the chairs are coming. Every week I ring the customer line and am told the warehouse is sorting itself out and my chairs will come any day, but this never happens. I’d actually like the truth and not some spin. I feel ticked that I have only 4 chairs and am going to ikea to buy 2 to fill the gap I’m not happy about spending extra money. Where did the missing 2 go anyway?

West Elm is consistently a shipping nightmare on furniture. Waited 3 months for a coffee table to be delivered. West Elm says it was delivered to my "side door" today. Not only did I not receive it, but I don't have a side door. Shipping mistakes happen, but what was troubling is that the solutions West Elm presented were: Wait another 3 months for a replacement table, or "maybe you will get a refund but we're not sure." It sounds like I will have to dispute this with my credit card company to get my money back.

The first couple deliveries were a couple weeks late (late 2020 and mid 2021). No big deal. Then we decided to overpay on their Harmony couch. Constant misinformation from customer service. 2 month lead time turned to 8 month lead time. Delivery was missing parts. This is a $5000 couch we are talking about. For that price we should have gone custom from Ethan Allen. They only offered 10% off after saying 10-20... We definitely did not feel like they made their mistakes right. We had spent over $15,000 at their store this year. Never shopping there again. Do not recommend.

Updated on 03/25/2022: This is a follow-up to my review posted 3-22-22. Although West Elm responded with their standard response and then put on site that a resolution is in progress - it is not true! No resolution! They tell you to send email to support@westelm.com and then they simply respond with call the 800 number. No resolution to the issues.

This company has provided the WORST customer service ever. I ordered a entertainment center (1400 +349 shipping) 2/15. They shipped it 2/25. I have been tracking the order and a week ago the order updated to arrived at the delivery center, so the next step is to set up a delivery date. When I called I got 5 different answers, 1 - The lady said the website was right and called the delivery center and told me it was on the truck but not unloaded. 2 - The site is right but I am not reading it correctly, then when asked for a manager she hung up. 3 - Didn't know where my order was or what to tell me about it but to wait. 4 - I was told the website was wrong and that it was still being shipped from overseas. 5 - The item was not shipped until 3/1 and it was in transit. 5 different answer all in the same day. If you can not deliver the item or you lost it, just say so. This company should refund my shipping charge and provide updated training to its agents.

Buyer Beware! This company's customer service and lack of transparency is horrific. Making story short, I had the same type of experience as everyone here. I feel extremely scammed. Almost 4 and months nothing. I keep calling and basically I get the runaround. Giving me false information. Wrong dates for me to receive the refund in the mail. I was a loyal customer for 12 years to the Pottery Barn, Williams Sonoma and West Elm company. I don’t want anything to do with this company.

After carefully deliberating, we ordered a petite sofa and ottoman from West Elm website. It was about $2300. The largest purchase I had ever made! That was back in September, 2019. It arrived today, March 2022. Yes, two and a half years later. Here is my tale of woe.... We paid extra for a special order. We thought we would get it before Xmas, 2019. In fall 2020, it finally arrived. Just in time for Xmas, 2020! Ok, a pandemic happened. I get it. It was huge. (The sofa and ottoman, I mean. Although the pandemic was also huge). It virtually took up our whole tiny NYC apartment! This is petite??

There is a reason West Elm makes posting/viewing reviews so difficult. I searched for 6 YEARS to find a sofa that was under 90 inches but greater than 38 inches deep- it also needed to fit my simple, modern style and be velvet. I found the Andes sofa and ottoman and even though it was over almost $3,000, after so many years of searching I was so excited to check all the boxes. I ordered this sofa 7/5/2020 and took a risk by ordering a custom fabric since that removed all possibilities of return. I was made to feel comfortable as it was advertised as commercial quality and even found 2 blogger reviews online. I mean it’s West Elm, they are hugely popular. I was more than ok to wait the 3 months it took to arrive- understanding the chaos of the pandemic. When it arrived a couple days early at the end of September 2020 I was even more excited.

I ordered the "Santa Rosa Plank Dining Table, 76", Driftwood" on 1/3/22. My original delivery estimate was Jan 18 - Feb 1. My order has been delayed 3 times now - a few weeks at a time. I have reached out to customer service many times now. They are always very kind and seem helpful at the time but I can't help but feel like I am getting the run around and lied to. For instance, I was told that the table was checked into the delivery center around 2/22, but almost a month later it has still not arrived to the delivery center.

I ordered a sofa on May 1 2021. Delivery dates has been pushed for months, now it says will be delivered on June 2022. I have not sofa at home and at this point I know they won't send me one. Customer service keep saying they are in production and delays due to pandemic but that can't be true. A sofa does not take more than a year to make. I can't believe it.

I tried to order the perforated metal buffet table from West Elm. The original order was placed November 20th 2021. During that time shipping was delayed several months past the original estimated delivery (I had reasonable patience considering the supply chain issue). They schedule the delivery of the furniture twice both times it was canceled due to the "item not making it on the delivery truck." I finally called to understand how this is possible and the customer service representative said that it's likely the furniture never made it to the distribution center which is why it kept coming up as not making it on the delivery truck. They then canceled the original order and re-ordered the same piece of furniture.

I ordered dining room chairs from West Elm in April, 2021 with the expectation that they would be delivered by July, 2021. It's now March of 2022 and the company has no idea if the chairs have been shipped and they tell me I am not allowed to cancel the order. Basically they are not capable of managing their suppliers and passing down expectations to customers. No one in the company seems to know what's going on. Customer service will lie to you telling you your order is expected by XYZ date only to have that date pushed back time and again.

I honestly don't even know where to start. For one, I'm going out of my way to write a bad review for West Elm because I am so disappointed as a consumer and I hope I can shed some light into my experience to deter others from following the same path for something that is frankly, not worth it. West Elm is known as a premium brand, and as such, they should behave as one, but instead they leave their customers hanging in the dark for products that I'm starting to really question the quality, let alone the customer service. There's such a poor taste in my mouth about how I feel the company has corresponded with me that I will certainly be passing on my thoughts to my friends and family as well here in Vancouver and on social media to stay clear of West Elm.

I ordered the Parker nightstand on Aug 3, 2021 for December delivery. It has now been pushed 3 times with now an estimated ship of May! I understand the challenges that production and overseas shipping are experiencing right now but this is just the tip of the issue. This month (March) they have ran a pre-authorization on my credit card 2 weeks in a row without my knowledge both times holding the total amount of item for 7 days causing issues with the bills being paid from that account. My attempts at speaking with a trade supervisor have been unsuccessful and the whole experience has been infuriating. How do you just keep pre-authorizing for an item that isn’t even potentially going to ship until May?

This is by far the worst experience I have had with a business. I ordered a small side table over three months ago that was on back order. Two months later I began receiving emails that said my apple payment didn't go through and to contact customer service to update. I called three times with different reps and they all confirmed it was good to go. Well, my original order ended up being cancelled due to a payment issue with Apple Pay. But that's not why I am writing this review.

We recently ordered a sectional, 2 chairs, and a table from West Elm. For accuracy purposes, this will be a longer post, but overall this has been a terrible experience. We started at the store location rather than ordering online because we were told this would help benefit the store and its numbers. The gentleman that helped us at the Alexandria VA West Elm was very nice and we had a great experience there. At that time we ordered a sectional, 2 chairs that had been displays, and a dining room table. The table was back ordered so the store generously offered to hold the chairs for us until it arrived. They also assured us that the table being back ordered would not at all delay the delivery of the couch. We were then 4.5 weeks out from our move, and ordered that particular couch because it was "ready to ship" and would arrive within 2 to 3 weeks. We thought this was reasonable because it would allow for a little error in the process.

We ordered new living room furniture and as indicated, it was backordered (which got extended once). That was ok and expected. Four months after ordering we had a delivery scheduled and confirmed the day prior. We then gave away our old furniture on the day our new furniture was to arrive (big mistake). All day Saturday the delivery company, Ryder, kept pushing our delivery window back until they cancelled after we wasted a Saturday waiting on them.

I wish I had a bed to even review. After waiting for two months West Elm delivered a king headboard with a queen frame. I was issued one email that a replacement is on its way…Now another two months of sleeping on our mattress on the floor after we broke down our bed and donated it. I’ve had zero contact from the company regarding the issue. I would look elsewhere before you consider shopping at west elm.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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