West Elm Reviews

It looked like I had just ordered my couch again. Thankfully there was no charge, but the expected delivery date was now late September to early October. I reached out to the woman I had been emailing with to ask her why the delivery date had changed and she said it looked like it was still the late June/early July window. I called customer service to figure out what was going on. The woman I spoke to was very nice, but she told me that it looked like they had damaged a piece of the couch and it had to be re ordered. That piece was also now back ordered. None of this was communicated to me, I would have cancelled the order had I known. We now have at least 3 more months of sitting on lawn chairs in our living room. This is a horrible experience and I don’t plan on ordering from West Elm again.

We received no call to inform us of the delivery, no tracking number, nothing. This is especially amazing since I literally called West Elm yesterday and was told that they had no information about the delivery and it didn't seem like it had left the manufacturer. Today when I called West Elm I spent an hour being transferred from one department to the next. Not a single person could provide information on when the rest of the sofa might be delivered.

No one could help with a tracking number or had any explanation as to why we didn't receive tracking information for the arm shipment. I am at a loss. I am 9 months pregnant and was really hoping to have this couch well before our baby arrives.. at this point I guess we're lucky if West Elm delivers before the baby's first birthday. To top it off - they charged us $75 for shipping. LITERALLY UNBELIEVABLE. WORST EXPERIENCE EVER.

ORIGINAL REVIEW: The photos of what your furniture will look like on the website are often wildly different from what you actually get. Wood has natural variations but the difference between what the website shows and what is in my living room is so vast that they are practically different pieces of furniture. I'm sure others have had the same thing but there is no way to review the pieces on the website. Stick with stores that let their customers review things easily.

It's now approaching May and I can't even use the console. Paid a lot of money, waited two months, I'm being looped around and my console looks awful. West Elm, what is going on with your customer service? I have never had a more frustrating shopping experience than this. It is truly bizarre.

Update: I still do not have the part of the stand they broke. I have had phone and email correspondence with at least 15 different customer service reps, all for this one issue. Do they just not care because they already have our money and we're the suckers that are stuck with incomplete, broken, or straight up missing furniture?

Update as of May 7th: I had to follow up yet again and they told me I have to buy the handles myself.... I have to look for 5 handles that fits the console. FIVE handles to replace the ONE that they broke. That is the most offensive thing to request a customer do. Buy more to fix our mistake. Even though I was told twice that a replacement handle would be sent for free and issue some compensation for the inconvenience. All of a sudden I have to buy all handles.

Mid May: I called the store to ask if I could buy a handle or if they knew where I can get one and they forwarded me to a rep that provided her direct email and let me know that someone will be reaching out to me to replace the entire media stand early June. It’s June 21st, no one has contacted me. I think I will have to find handles that would fit and match. I’d sooner die than reach out again because it’s the same exact response every time.. ”Look for for handles to buy and we can reimburse you for it” (hahaha) or “someone will be reaching out to you” (no, they never do). Cannot return console because it “has been too long”. But the item I purchased isn’t even complete.

Quality of furniture received is different than chairs in the showroom (closest West Elm is 3 hours away which we traveled to, prior to ordering furniture pieces to determine comfort level/quality of furniture). I have spent hours with West Elm Customer Service trying to resolve the issue, where they apologize, let me know that they are sharing the concerns with the quality team who will respond in 2-3 days, then the next email states 8-10 days. Over one month later & still NO response. They also escalated the issue to upper management due to poor handling of the claim and again, no response.

It should not be this complicated. I do believe the Customer Service Senior Lead who has apologized for the continued inconvenience did her best to send the concern to the appropriate department but they certainly should respond within the timeline that is specified. Truly at a loss for understanding why they even bother having a customer service department....

Initially, my couch was being delivered on Saturday, May 22nd between 1:30 pm-3:30 pm. I waited the tour hours and heard nothing. When I called West Elm, they gave me a number for Ryder and had me call. Ryder let me know that it would now be delivered at 6:30 pm. When I asked why they never called, they said they must have dialed the wrong number... 6:30 pm rolls around and still no phone call or couch. I call and get no response from Ryder and West Elm can't locate the couch. I waited all day Saturday to receive no phone call or couch.

Monday, May 24th and I have to call Ryder multiple times to see what happened. They said the truck got split up. My couch was then scheduled for Wednesday, May 26th. On Wednesday, May 26th my couch was finally delivered. The delivery men were careless. They dented the wall of my apartment and damaged the leg of my couch. I have reached out to Ryder the moving company and I have to now file a claim through corporate.

I now need to have my wall replaced. West Elm has ordered me a new leg and the expected delivery is August 4th... I can't believe that damage that was done by employees West Elm chooses to do business with will take over two months to replace. In addition, I paid $250 for this delivery service that caused damage to my apartment. I am still waiting to hear if I will be reimbursed. While I understand Ryder is not West Elm, you are associated with who you do business with. I have had to make over 20 phone calls and my issues are still not resolved.

After finally getting a confirmation of shipment, we waited for the package to be delivered. We received an email stating the package has been delivered, which it wasn't. We again called multiple representatives to which we were told the delivery company could not find our house, which is amazing as we receive packages regularly, and will need to be sent again. We then asked when we can expect this shipment only to receive word they are now out of stock and delivery will not be for multiple months.

At this point we were tired with the run around we received, since the units were a set, decided to return the two end table as well, then purchase items some place else. We were told in order to receive a credit for the end table we will have to pack them and ship them back even though they delivered them and took away the packaging, they are not willing to come and pick the units up. If this is how they train employees and treat customers I wish them well but will not purchase product from them or their affiliated companies, one of which is Williams and Sonoma, in the future.

The couches had several defects. Even the driver admitted that it was "the worst couches they had ever seen delivered." We paid the drivers $50 out of our own pocket to move our old couches to the basement. They moved our old couches before we saw the defects on the new couches. As a suggestion from the drivers, we took about 20 pictures of the defective areas, we forwarded them to West Elm representatives.

After several discussions we told West Elm representatives that we no longer wanted the couches and wanted to send them back. After several weeks and speaking with THREE DIFFERENT West Elm representatives, West Elm arranged for the couches to be picked up from our house. During our discussions with West Elm, we told them that the delivery guys HAD TO BRING OUR OLD COUCHES FROM THE BASEMENT TO OUR LIVING ROOM. And we specifically told them since we already had to spend $50 of our OWN money for them to take our old couches to the basement that we would not be paying the delivery guys to bring the couches back up.

After all we should not spend any money if couches are defective and we were sending them back. During our discussions with West Elm representatives, we made it clear and they CONFIRMED that the only way the new couches were going to leave our house was if the delivery guys brought our old couches to our living room. We were told by all THREE representatives that they had made a note for the drivers to move our old couches back upstairs.

On May 1st 2021, the delivery guys arrived, but had no idea that we had an agreement with West Elm to move our old couches upstairs. We were on the phone for several hours with several West Elm representatives explaining the situation, although they sympathized with us for wanting our couches back up, they refused to have the delivery guys move our couches. Therefore, we had no choice but to let the drivers leave empty-handed, because we refused to pay more money for our old couches to be moved once, and had to pay again because the new couches were highly defective.

We got a call a couple days later from the accounting department about paying the bill. We explained to them that the couches were defective and had to go back. We had an email from another representative that gave us 48 hours to send the pictures of defective couches to them. We did as we were asked. We have not heard back from them. So we are left with defective couches in our living room that we do not like. We have had zero cooperation from West Elm staff and do not know where to go for help.

The frame of the couch noticeably creaks every time we sit on it, even though we are only two people in the apartment and we weigh 130 and 160 lbs each, and we have been gentle with the couch. I was so ready to love this couch and own it for many years, because I really like the style, but I highly doubt it will last me very long. I can't believe how poor the quality is for a $1,000+ couch. It has been an incredibly disappointing experience, and I am sad to say that my Target couch from college was far more durable than this one. I would strongly recommend against buying any furniture that you need to be dependable and sturdy from West Elm.

Please take note that West Elm does not want to take any responsibility for their action and wants to blame it on the hub that is to receive the order. Yet, if you are the store responsible for transportation and logistics than this demise is on you. I will tell anyone who can hear the sound of my voice and read the words that I say “Do Not Purchase Anything from West Elm”. At this point three months in, I have no choice but to keep calling every day until this situation is resolved. Please by any means stay far away from this company.

We decided to purchase two Harris Loft sofas, which would be custom-made in a fabric of our choice. Great! The total came to around $3,500 and we were informed that the wait time would be about 6-8 weeks. Given that we were in the midst of a pandemic, I figured this was reasonable and even expected a slightly longer delay. We received the sofas in mid-December.

The problem started with the delivery guys. Unbeknownst to us, they had sent the incorrect legs with the sofa and the delivery/assembly guys decided that instead of dealing with taking it back, they would just rip the bottom of the sofa and drill their own holes in the bottom to make these wrong legs fit. We didn't notice until they left that half of the bolts were sticking out, some were missing, and the stuffing was coming out the couches at the seams. The couches were wobbling. The guy then has the nerve to text me to ask for a tip.

Not totally West Elm's fault, but a bad experience nonetheless. I called customer service, and to their credit, they agreed to remake two new couches and send them to us. We just received them last week. This time the delivery guys were really great, but my husband and I noticed that the legs on the couch were bowing and not straight. The guys took a look and noticed that whoever made the couch folded too much fabric on the bottom so the legs cannot connect properly and sit flush against the couch. They kindly added heaps of washers to try to make it straight. We were so over it at this point, we just decided we would deal with it. So basically, after six months and $3500, we have sofas with wonky legs. Doesn't seem right.

In the midst of waiting for our sofas, we continued to order furniture from West Elm. I finally had my own office at home, so I purchased the Jensen desk and was super excited to have a nice home office. It was October 10th. Estimated delivery? December 31st. But alas, December 31st comes and goes with no desk. Late February came and I finally gave up and cancelled the order. I couldn't take it anymore - I ordered a similar desk from Amazon and got it in two days.

One last rant and then I'll wrap it up. It was bedroom time. We decided to order the Wright bedroom set and received our dressers and side tables promptly. The bed not so much. At this point we were expecting the delays, but when the bed finally arrived, it was cracked. Waiting months for something, only to have it arrive damaged, is beyond disappointing. Our delivery guy, who also was really great (new delivery company I guess?), personally called customer service and had them contact me directly. They replaced the piece quickly, however, when the other delivery guy put the part on the frame, he discovered another crack under the headboard. I am too exhausted to even call and go through the whole process again, so we are letting yet another issue go because we are sick of dealing with furniture. The bed was $1,099.00.

In conclusion: West Elm is a headache. While I have not had bad experiences with their customer service, the wait times and the quality of the product are disappointing. My husband and I have decided that we are done with them. It is sad, because they have nice looking stuff and the prices aren't totally outrageous (although for cracked bed frames and wonky sofa legs, some may argue that they are). There are some items that we received promptly and have had no issues with, but the back and forth of our living room and bedroom pieces was enough for us to call it quits. Advice? Proceed with caution.

Three months later, I called for an update. I was told that the person who placed the new order at West Elm never “released” the order. I was also told that the bedframe had been discontinued. I then placed a new order for a different bedframe. Three months later it arrived today. I joked around with the delivery men that I wouldn’t believe my bed had arrived unscathed until it was all put together. 30 minutes later, a delivery man sheepishly confessed to me that there were missing supports required to finish putting the bed together. He assured me that he would get them to me as soon as possible and that it would be “an easy and quick fix.” Make no mistake, nothing about West Elm is “easy” nor “quick.”

Do not set your watch or your annual calendar to this awful company. And don’t get rid of any furniture in anticipation of receiving the furniture you ordered. West Elm offered me 50% off my bed after I made 400 phone calls to them and wasted the equivalent of what I would gain with the refund simply by working at my full time job. I’ve asked them to give me a larger discount but they refuse. They did offer to give me 20% off my next order, to be used towards any item of my choosing. Obviously this does me no good as I’m 42 years old and by the time it arrives I’ll have died of old age.

I’m completely dissatisfied, and when posting on line they always reply with an offer to look into it (just wait for it, you’ll likely see this meaningless gesture below) as if this fixes everything and maintains their reputation. News flash! It doesn’t. If only they paid as much attention to customer service as they apparently do to sustainability (and goodness I hope they treat their suppliers better than they treat their customers!).

Calling the company is useless; I managed to get in touch with a “manager,” who couldn’t get me any real information about the status of my sofa. Getting a reply was like pulling teeth. This company corners you into your purchase because they leave you no choice but to hang on to hope. “We don’t provide compensation due to delays,” “We can’t cancel custom orders. It can be refunded once it arrives at the hub, but the shipping fees will be deducted from your return.” How ridiculous is that? Every delay email I’ve gotten has blamed the delays on “Covid.” How convenient! It’s almost as if no other furniture company is facing the exact same pandemic! Save yourself the headache and steer clear of West Elm! I will never use them for another client or myself EVER again.

A week into using the couch, it pulled the bracket out and fell onto the floor. West Elm scheduled a couch medic 3 weeks later who came and said I was actually missing legs. After reviewing pictures and calling different west elm stores I finally was able to determine I was missing legs for the left couch piece and corner unit. First customer rep said she wasn’t able to order legs. Second couch rep said she’d place the order for them. Received a confirmation the estimated ship date is 8/10!!!! After receiving the legs I will have to set up another couch medic to come out.

Additionally nobody can tell me where the bed frame is. For the last few months I get an estimated delivery date is the following week. When I call west elm all they can say is they can’t see because it comes from another warehouse and I’ll get it when I get it. I asked to be escalated to a supervisor and basically nobody else was willing to speak to me. After spending over 10,000 on furniture items I am completely appalled by the service of West Elm.

When I took delivery of the cushion I noticed that the cushion was the incorrect size!!!! Unbelievable!!!! The delivery guy said someone from West Elm was going to contact me. Of course that never happened. After filing another complaint I was promised that the cushion would be delivered in March...guess what... I am still waiting.... I have never dealt with a company before that is so incompetent and deceptive. The lack of follow up is infuriating.

Posted on Twitter on 3/26/21 - received the following response "Thank you for contacting us! Would you please email us your order details or concern at support@westelm.com? We are here to help." Emailed Support@WestElm on 3/28/21. Response received on 3/31 - "I understand your frustration. I am getting one of my supervisors involved. Once we hear back we will be contacting you with an update." NO RESPONSE. mailed again on 4/17/21 - NO RESPONSE. Tweeted on 4/20 - received the following response "We would like the opportunity to assist you. Please private message us with your order number for assistance. Thank you! - Angelica." Endless cycle of getting nowhere, I will NEVER spend a dollar with West Elm again.

There has to be a reason. Whatever it is I will NEVER BUY FROM WEST ELM AGAIN! This complaint does not even cover the desk that came damaged, not once, but twice! I know that their products look nice but they cannot be trusted to deliver a decent product or even any product ay all. I am STILL waiting for the 25% refund for the second damaged desk that we were promised. I guess that this will be like the two phantom swivel chairs that we will never see. If you shop at west elm, buyer beware!!!

Original Review: We ordered two Crescent Swivel Chairs, Poly, Distressed Velvet, Beetle Green, Concealed Support, on November 17, 2020. We knew that they were back ordered but I did not realize that we would still be waiting over six months later and still no delivery date in sit. Every two weeks we get an email pushing the projected delivery date back another month. Calling customer service is a waste as the "robots" on the phone just repeat what is in the email. So far we have no idea when or even IF we will ever see these chairs in our home. Just for this I will never use west elm again. We want my chairs as well as compensation for this 6+ month delay.

As if this is not enough we ordered a desk. This arrived with a huge break in the top. The drawer for the filing cabinet on the side of the desk refuses to close. How in the world did this broken piece of trash made it out of the warehouse is beyond me. But to make matters worse the driver took photos and told me that I should keep the desk at my house and he would put in a report and someone would contact me in two days. Three days later We phoned West Elm only to find that no report was submitted by the driver and they considered the desk delivered and accepted.

Once again I am appalled by the lack of professionalism and service provided by such an expensive company. That they could deliver an item in such terrible and obviously broken condition is beyond the pale to me. Finally a replacement desk is being delivered on the 29th of April. At least that is what we are being told. We have zero faith in this company and buyers should beware when ordering from west elm. They have the gall to charge for delivery and then provide the worst delivery service ever. As far as the back ordered swivel chairs, someone should be able to contact the manufacturer on my behalf to see if they even got the order and intend to make and deliver the swivel chairs. But when we call we get the "robot" canned answer of they are sorry but there is nothing they can do. For the money they charge they should be doing MUCH more to find out about why we have been waiting 6+ months for two swivel chairs.

I don't intend to shop at West Elm again and hope to assuage others from doing this as well. Every single step with customer support was a disaster. I never take the time to write reviews like as I always assume bad customer care is because someone there is having a bad day or something. But this level of customer care was so subpar over so many interactions, it seems clear to me something in that department's customer care culture is simply not working. I'm very happy I found this out on a relatively "cheap" $400 item, and not the sectional I was intending to buy there. Only good thing I'll say about them is that they are highly responsive over email; hard to be happy about that when they're mostly relaying bad news.

Series of events is as follows: March 23rd - bought the item. April 1 - item arrived, but only the bottom half, not the top. April 4 - contacted support. April 5 - I was asked to contact UPS myself and ask about the shipment. I did, it was considered "lost in transit", I notified West Elm and was told by "Shereen" that a replacement for the top has been issued, estimated arrival 04/08-04/11. I throw away the original box the item came in, with the assumption I no longer need it.

April 12 - I notify support the replacement has not arrived. Got a call from "Maria" who, after much checking, notified me that top is no longer in stock and that despite what I was told a replacement was never sent to me. She said the only way to get a refund is to send the original item back, but I now no longer have the box. I decide to get a different color replacement, in walnut. I get an email confirmation saying I'm being sent a marble colored top. I reply that I don't want marble, I want walnut.

April 13 - I'm sent a confirmation that I will be issued the walnut top, which will arrive end of May, two months after I placed the original order. April 15 - I notify West Elm support that this whole turn of events is unacceptable and again ask for a refund. I'm again asked to take the time to go to UPS, buy a box with my own money and send it back, to receive a refund for the cost of the box in the form of *store credit* (good luck finding something to buy at West Elm for however much that box would have cost).

In short, they made a series of mistakes that cost me time and money and have no intention of making it up to me in any way. The only thing they're offering is either wait 2 months (while this piece of furniture, *that I bought because I need it*) sits uselessly at my house, or physically go to UPS (again, due to a lie the original rep told me) to have it shipped and get my money back.

In contrast, I ordered another couch from a different company and it was delivered 4 days later. They were SO easy to deal with, and I really wish I had just started with them. There is no way that west elm has “started building” a couch that won’t be delivered for months. I hope others will do more due diligence than I did and skip West Elm. There are way better options with way better customer service.

After hours on the phone I ordered the reed bed and it is not expected to be here until July 28th- August 11th. After all the conversations when ordering the new bed my order confirmation does not reflect the 25% discount!! This is such horrible customer services. How do you sell items and not ship them out, but continue to sell them online!! It's baffling!! Meanwhile we are currently sleeping on a mattress on the floor as we thought or new bed would be here in February and got rid of our old one. It would be really nice if West Elm would make this right!!!!

To my surprise I got an email to schedule the delivery out of nowhere. I was set to have the delivery done on Friday 1/22. I planned accordingly to be home and not go into work, only to receive a call 40min into my delivery window that the delivery has been canceled. I was told to expect a call in the next 2 days regarding rescheduling the delivery. Another rep called me and said the 200lbs piece of furniture got "lost". They would need to send a replacement order.

It's almost May - I've consistently had to follow up with customer service and no one is taking accountability. Every email case gets solved out immediately, and you will never speak to the same rep twice. I still don't have the piece I ordered, we're pushing 6 MONTHS in May. I have had my eye on this for a long time before purchasing it, and this experience has pushed me to never recommend or purchase from West Elm again. AND, NO I DO NOT WANT A REFUND. I WANT WHAT I ORDERED!!!!

I insisted on returning the "wrong" lamp shades that had been sent and was told a UPS pickup would be ordered. Of course the UPS pick up did not happen and I have yet to be reimbursed either. Keep in mind, the cost of the lamp included the described and pictured shade. I have made numerous calls with no resolution. Today I was contact as they have no idea what the order number is. Somehow on line, there is only one order for one lamp, even though I bought 2 lamps. I checked my charge and I certainly paid for 2 lamps. All this is to say, West Elm has no idea what they are doing and I think I am best off to return both lamps and never shop there again. Buyer beware.

Original Review: April 11, 2021

I've purchased from West Elm in the past, but I'm extremely hesitant to ever give them my business again. I purchased an item to pick up curbside the other day from my local store, as I try to avoid unnecessary shipping costs and am avoiding going into stores due to Covid. I hadn't used the item yet, and today noticed it was nearly $50 less. I called the main customer service line and was told that they don't do price adjustments (which in itself is unreasonable to me, especially during the pandemic), and that I should call my local store to return and rebuy the item. I called my store to proceed with this, but was given attitude by a not particularly friendly employee who said that returning and rebuying is "against the company policy" and is essentially a price adjustment.

I tried to explain that this is literally what the main CS line told me to do, but she just repeated again that I can come into the store but it's against the policy. I said I did not feel comfortable coming into the store, and that I would figure out something else. I called the main CS line again and spoke to someone much more helpful, who said that she would give me a UPS return label to ship the item back. I am now doing this, and will not repurchase because I don't feel that they deserve my business.

It is nearly 5 months since we’ve ordered these items and West Elm has shown little interest in resolving this issue or giving any meaningful updates. You’d think West Elm would show real concern over this long of a delay? We’re starting to wonder if we need to dispute the charges on our credit card. We’ve ordered over $10k of furniture from WestElm in the past and this is likely our last order.

Original Review: April 8, 2021

Wish I would have read reviews before placing an order with West Elm. When I ordered my bench, it stated it was in stock and ready for delivery by March 30 - April 1. Received email stating my shipment was out for delivery on March 31. Never received it. Went back to confirmation email and date changed to April 6. Contacted West Elm customer service and I received two different answers on one phone call, one rep stated it was being delivered by UPS but no tracking number was available and provided April 6 date. The other rep that I was escalated to stated the first rep was wrong and that it was being delivered front door service which no tracking number is provided along with no call will be made either, the shipment will just be left.

I’m really upset at this time because no answer is being provided but my card was charged on March 25. Now when I click on confirmation email it states April 12. I believe the item was said to be shipped just to charge my card. I can’t get a refund because the reps are stating that the item has shipped but it is in the same status as when I received confirmation of shipment on March 25. Would have never ordered if it was out of stock or going to be delayed plus I never received email about the delay of the shipment.

We also purchased a set of 6 dining chairs & had to wait 10 weeks for delivery & when finally delivered one chair was missing with no explanation as to where it could be. We were told it would take 30 days for the 1 missing chair to be delivered! They then notified us that the delivery would actually take 10 weeks. We just received a notice that our May 18 scheduled delivery date has now been pushed back to June 1st! And all they can say (by email mind you) is “We apologize”. They don’t even have the decency to have a customer service rep reach out to us by phone! This has been nothing but a headache with this company! Extremely disappointed!

Now, a customer service rep tells me that I will only be able to receive my refund as a merchandise card. I had not been informed of this prior, and if I had, I would have just returned the rug. I ask to talk to the supervisor and I wait 20 minutes to speak with them. The customer service rep keeps telling me that the supervisor says that I can only get the merchandise card. I ask if I can actually talk to the supervisor and she keeps telling me that she is just waiting to connect me, but that the supervisor is going to say no. Total scam. I was told I would be refunded and only later told that I would not actually get my money back—I’d only be able to spend it at their stores.

Now they are backordered until June! WE claims that they cannot contact the vendor except via email and despite repeated escalations no one can tell me when (or IF) the legs to my couch will ever arrive. I call them every other day so there is a record of my frustration and dissatisfaction. I will be filing a complaint with the BBB as it does not seem reasonable or correct that a company can sell a couch without being able to deliver parts in a normal amount of time. They are incompetent at best and deceitful at worst.

The customer service that I initially talked to told me to order the piece myself and that they would put it as a replacement. I did this and my order was canceled twice. So my order is finally ordered on November 9th. I receive no communication from West Elm at all regarding my order. I have to continuously call them for updates. My order was pushed back countless times before they finally told me that my fabric has been on backorder for months (NO ONE TOLD ME THIS).

Fast forward to March 15th and my order is finally shipped from the vendor and arrives at the distribution center on March 21st... EXCITEMENT YOU MAY THINK!? Of course not! Open my tracking details and realize it's only one of two of my pieces. Welp fast forward to today, April 1st, and my other piece still hasn't arrived at the distribution center. So I call them for approximately the 15th time during this replacement ordeal and as usual, they have no details. I've called West Elm so much, honestly, I feel like I work there and who still doesn't have a couch!? ME. Thanks, West Elm for ruining my first furniture order experience for my first house.

The Harmony Sectional kept getting delayed, but they eventually delivered it mid Feb. When it arrived and the delivery folks installed it, we noticed right away that the alignment was off. The delivery guys were nice and tried to adjust it, but the alligator clips themselves were not installed correctly at the factory. I'm handy, so I spent a few hours that night re-aligning/re-drilling all of the clips to get the whole sectional to properly align. After that, we realized that the entire chaise lounge was skewed. One of the legs was completely off the ground so that when you sit down, you hear an loud knock as the leg hits the floor. For a $5k sofa from West Elm you'd certainly expect a lot higher quality control. In any case, they resolved the dining table issue amicably so I figured the sectional would be good too. Wrong.

I spoke with customer service and they opened a ticket with SutterStreet, their in-house manufacturer of the sofa. I sent them all the images they asked for and they said to wait a few days for a resolution. I didn't get any responses for close to two weeks so I started inquiring. I spoke with a number of West Elm CS reps over the next few weeks trying to figure out what I'm supposed to do, and what the remedy would be. Various reps told me I should expect the same 15% credit back, which I felt was fair given the issues. Sutter street finally got back to me via email and said they would ship a new set of chaise legs. I would need to wait a month for them to arrive, and then I need to schedule a call with their team to schedule an installer.

I then inquired about a remedy and they would send me a $500 merchandise card to make up for the issues. I told them that I did not want a merchandise card, I wanted a credit because given the quality issues, I don't plan on buying West Elm furniture anymore. They advised they could offer a max of $1,000 on a merchandise card, but that this was separate from any remedy that West Elm customer service offered me. So I replied, if that's the case, great, thank you for the card, ill contact West CS again. I spoke with West Elm CS again, and they said, wait until the new legs arrive and then we can discuss remedy.

Today is April 1st, a full 6 months after ordering, and I received the new legs last week. I advised SutterStreet that they arrived, and they said the merchandise card is on the way. I then reached out to West Elm CS to see about a remedy. After spending an hour on the phone with numerous reps and eventually their "supervising team", I was told that there is no remedy other than the merchandise card that I never wanted or accepted as remedy.

Despite all the other West Elm reps and emails with Sutter Street over the last 2 months telling me otherwise, their stance is now that they have no meaningful remedy for me. They gave a ** reason as "we cannot process another credit because we already processed a credit for the dining table". At no point did anyone at the company ever mention this previously. For a $5k sofa that took almost 4 months to receive, the product quality control was severely lacking. I was willing to overlook them provided a proper remedy, but the experience dealing with their mis-leading reps made the situation so much worse. Really disappointed.

We have reached out to customer service twice, and it seems that with every customer service representative we speak to, the information is either inconsistent or uninformative. We've asked for a cancellation, and they've told us that we could cancel since it's backordered, only to turn around a few minutes later and say that actually, they believe it's being built at the factory right now, so they cannot cancel the order. They cannot guarantee the current estimated dates, and we are wondering just how long we'll actually be waiting for a couch as we have been without one since January, believing it'll arrive then. It just seems like we're in a strange limbo phase where they can't tell us they can cancel the order for us, and at the same time, they can't tell us when we will actually receive the couch either since they don't actually know what the status of the couch is at the moment.

We understand that it's COVID times and that things have been more delayed, but we have ordered furniture from other companies, and they have never exceeded more than a couple weeks of the originally estimated date of delivery, and they have always sent an email to notify us of the delay. We are appalled at the level of service West Elm provides as a company. We like the look of West Elm products, but if I could turn back time, we would have looked elsewhere for a couch.

We began a series of fruitless calls to try to resolve this. Each time, they would tell us that they were sending an email, or sometimes, we would get shuffled around through an endless series of deflections and transfers to different "departments." Two weeks later and about 15 calls, waiting on hold, transfers, or the one I love: "I'm putting you on hold for one second," and then they never return. If you're buying something you can carry out of the store, great. I love their stuff, but we will never, ever walk into that store or buy there again. I'm committed to protecting others from this experience so I plan to write on other sites, furniture review sites, Facebook — anywhere I can find. As consumers, we deserve better than this.

After they picked up their defective couch I purchased a couch from another brand thinking I'd have my refund in time to cover the cost. I thought wrong. that 5-10 business day window has stretched to almost a full calendar month. I have made several phone calls to helpful yet ultimately useless people in their customer service dept and after still not seeing my refund I called yet again today. They issued a gift card in the amount of my purchase. I don't need a gift card. I need my money. I have bills to pay. It's a pandemic. Why are they playing with my money this way? It is extremely frustrating and I don't know where else to turn in order to get my refund. The most basic simple thing they can do. The thing they are supposed to do for an item that is no longer in my possession. I HONESTLY WOULD HAVE RATED YOU 0 STARS IF I COULD HAVE. IT'S NOT AN OPTION THOUGH. GIVE ME MY MONEY BACK WEST ELM.

Original Review: March 28, 2021

I ordered an entire outdoor set from West Elm on 2/14. Estimated delivery time frame was mid March. In the beginning of March I get charge for half my order and my shipping charge, and then I get an email saying my delivery date moved to April 12-April 23. I called and West Elm said to be patient and they were working on it and that the items I were charged was processed because they were ready and I could get them before then delayed items. I waited 3 more weeks it’s no end of March and I was charged yet again for another item, yet I haven’t received any of my other items still. I call West Elm again and they said they couldn’t locate one of my items I was charged for, and they had to put in a ticket to locate it.

1) How about you contact and communicate with your customer that you lost an item you charged them for? 2) How about you put the item on hold and not make the customer pay for something you don’t even know if you have anymore. They tell me they can’t do anything and I have to wait 2-3 weeks to get the ticket response to tell me where my item is. When I ask them I have to now wait almost 6 weeks after being charged their response was that’s just how it works, maybe talk to your bank. This morning I check the system and they moved my delivery date again, this time April 30- May 14. No communication, no email, I have to go and check the system and then call west elm for them to tell me absolutely nothing and to deal with it.

West Elm is completely ok charging me the minute they want, I’m out almost $5000 for about a month now, and they won’t do anything about it, won’t communicate with me, and just keep delaying my item. Best response I got from one of their customer service reps was call the bank and work it out with them. How about you stop trying to have your customer, who you’ve basically stole their money, to solve your problems for you and actually do your job.

After waiting another week I called the delivery company and they had not received the sofa so I called West Elm again and the sofa could not be found in their system. West Elm once again told me they would investigate and follow up within 72 hours. Unsurprisingly they did not follow up. I called them again on March 26th, over two weeks after the initial delivery estimate, and they had no idea where the sofa was or any update to provide. They refused to provide a refund or any sort of support aside from waiting another week to investigate. They took my money months ago for something that they have failed to deliver and can't even provide an update on if the sofa even exists.

I finally managed to speak with a representative who did tell me that he could go ahead and give me 10% off due to the months of being charged for an item that I did not possess. He assured me that I would be able to call back and request additional compensation from the company when the entire item was delivered. During another 53 minutes of joy, speaking with yet another West Elm representative on 3/22, I was finally able to speak with supervisor, James **. Mr. ** tried to tell me that their company policies had changed, and that because I previously accepted a 10% discount due to the months of wasting my 12-month no-interest financing, that I was no longer eligible for additional discounts. He eventually agreed to listening to the previous call with their representative referenced in their records to confirm what I had told him (because in the eyes of West Elm, the customer is never right, and you can't just take what was said at face value).

I was assured 5 days ago that he would be calling me back. Clearly, when the company has lied to my face previously, I have not received a call back in this matter. The sectional is OK, now that we have the item, but the experience has put such a bad taste in my mouth that we might as well set it on fire. I can assure West Elm that I will be sharing this experience with 75,000 of my closest friends online, just in case they are thinking about purchasing from them in the future.

Here's my situation: I ordered a sectional worth thousands of dollars from West Elm mid January. I only ordered because they promised a 16-week delivery window. Like most people who have reviewed them here, I had not done proper research into the company prior to placing the order. But this is America, and the fact that a customer failed to do proper research doesn't license a company to lie to its customers. West Elm changed the delivery window without notifying me. And because I have read about the widespread problem with their delivery after placing my order, I realized I might spend several months waiting for the sofa. So I asked them to cancel.

As many reviewers have noted, the customer service is a nightmare. I couldn't tell if I was exchanging e-mails with human beings or robots. They declined to cancel my order. I have informed them that once the delivery window they originally promised lapses, I am going to buy a sofa from elsewhere. If they charge me for the sofa I ordered with them, I am going to begin legal proceedings against them.

Here's why I think West Elm's practices amount to an illegal act: the delivery problems are widespread/not isolated cases and have been happening for years (COVID has nothing to do with it). The company has: (a) known about this for years; (b) not fixed the problem; (c) continued to make false promises regarding delivery dates to its customers. (For example: their website promised and continues to promise a 16-week delivery window for the type of sofa I ordered. No mention of COVID disrupting the supply chain; no mention of their perennial delivery problems.) Promises about delivery dates are integral to our decision to place an order. If they had told me that my sofa wouldn't arrive for five/six months or longer, I wouldn't have placed the order. The product has no value to me unless it's inside my house at a time I need it to.

This is to say: even though West Elm's delivery problems are widespread enough to be systemic, and even though delivery window promises are integral to customers' decisions to make a purchase, the company continues to lie to its customers. I believe this is because lying is part of the company's business scheme. There is no way they would stay in business if they were honest about their logistics problems. They are *purposefully* providing misleading information in order to cause us to spend hundreds and thousands of dollars. I believe this is already illegal, but even if it weren't, someone has to take this company to court to establish a precedent. Enough is enough; West Elm should not be allowed to continue grifting thousands of hardworking people who empty out their savings for a visually pleasing spot to rest their tired backs when they come home from work.

Original Review: March 24, 2021

Whatever you do DON'T order furniture from WE thinking you will get it by X date because you won’t. They’ll tell you you WILL, but they’ll keep moving the goal post. I happen to know that mine is not the only experience like this. Neve coffee table arrived with a good ding on the metal part. You have to get down at eye level to see it bc the marble overhangs the damage, but I paid full price for a perfect table that took half a year to arrive and was not perfect. By that time, I just wanted a coffee table, so I accepted it.

When I called customer service in Feb to check on the table, I received apologies for the delay and it was suggested I request a shipping accommodation ($149) after receipt of the table bc item was originally promised on Dec 10. I did as suggested after receiving table but was told they don’t refund shipping. So very poor training and unclear company policies. They offered 12% of purchase price on a WE gift card. That’s a long way from $149. After a 27 min phone call with the rep going to his manager for approval many many times, they increased the % but refused to credit it back to my card. Instead they are keeping it for themselves by issuing it in the form of store credit.

Rep explained that the reason it took 1.5 mos from the time it arrived in port (at NJ and I’m in VA) is in order to keep their shipping costs lower, their trucks don’t leave until they’re at least 75% full. So I’m being charged $149 for shipping 1 coffee table, but they’re skimping out on their end, and this is why the additional 1.5 mos wait. There are too many other furniture shops that have better customer service, better quality product, and certainly better at logistics.

When I received no updates through the end of the year, I first assumed that it was COVID-related delays. The website order tracker kept rolling forward the estimate (to January, then February etc), but unlike other items in my order, I never received emails pushing back the order date. Finally, as we approached March with no word (now 12+ weeks since my order, website still showing "in stock and ready to ship"), I called and asked for an update.

Apparently it was ready to deliver after all (?!)... The piece was scheduled with some other items for March 23rd. Great. Late, but great. Until March 22nd, when I received a call from West Elm telling me that it wouldn't actually be delivered the following day, and they need "a couple more weeks" (I took a day off to take delivery, so thanks for the less than 24 hrs notice...). Then the email arrived – the new delivery date was estimated at June 25th (now 7 months since I placed the order). Sneakily, they also created a “new” order with this information, presumably so that their internal systems wouldn’t flag just how late their orders are. On the site, this is still showing as “in stock and ready to ship”, btw.

Desperate at this point, I called to see if there was ANYTHING I could do to expedite delivery – can I change the color / size or do anything to move up the delivery date. I was told the only thing to do is to place a new order (using delivery estimates from…you guessed it…the website), then exchanging the old one. Eek. So – now I’m left to figure out how to find a (non West Elm) sofa in the near term. And the best part – to cancel my order I need to wait for it to be delivered (!) then return it. I look forward to doing that sometime in 2025…if I’m lucky.

The original delivery window for my couch was Jan 18th to Feb 1st. My order has been delayed at least 4 times since then and the new delivery window is in April. I'm sure it will be delayed again, at which point I will cancel and order from someplace that actually knows what they're doing, which is clearly what I should have done four months ago. As other reviewers have mentioned, they advertise items on their website with false delivery estimates, (I ordered a few other items before the 2nd and 3rd furniture delays) you will not find out in most cases that something is backordered until you receive your order confirmation.

Original Review: Feb. 11, 2021, I ordered the Harmony Sofa and Chair. I was told that they would be delivered between May 4th and the 18th. My credit card was charged for $3,376.03, as a pending amount, which was fine. Today, that same credit card was charged $1,794.14, as a pending amount, which was not fine. I called my credit card company to find out what was going on and they informed me that it was a new pending transaction added to the original. They said that I couldn't dispute the charges until they were paid. Right away I called West Elm to complain and I was told that they would not be able to help until after they received the payments. I said that I'd cancel the order and stop the payments, and she said I couldn't. Well, I just did. I called my credit card company and canceled/shut down my credit card account. My experience with West Elm was horrible and I will never deal with a company that tries to steal from me.

1) On January 5th, the media console got delayed to Jan 31st to Feb 12th. 2) On January 25th, the West Elm site showed the item as available in store. I got in touch with customer support, just to learn that they already had my media console in the warehouse, but were - clearly to save on shipping costs - waiting for the dining table to arrive instead of promptly delivering it. I asked for them to split the delivery instead of waiting for another two months. 3) I was told on Jan 25th that I would be contacted in 2 days for delivery confirmation. No one ever contacted me. I contacted support again on Jan 28th and after multiple emails and phone calls, finally was able to schedule delivery for Feb 4th.

4) The media console was very poorly assembled. One of the doors was very uneven and the doors would not close. The delivery person called dispatch and they said they would look for a replacement part or a new unit. No one ever got back to me. I sent another customer support to West Elm on Feb 4th and got a message that they would contact me - as you can expect, no one ever contacted me. 10 days later the dispatch company finally called back. At that stage, I had already been able to fix it myself with absolutely no guidance or support from West Elm - this is not IKEA, I expected a fully assembled and working piece without having to hack it.

5) On February 10th, the expected delivery for the table got delayed to Mar 12th to Mar 26th. After inquiring yet again with customer support, I was promised a delivery on Mar 12th. That obviously did not materialize. The shipping company scheduled deliver for Mar 17th. 30 minutes before the scheduled time I received a call saying they could not find the base for my table! They did not provide me with any proactive updates after that.

I have been calling every single day, and still no sign of my table. West Elm customer service just tells me there's nothing they can do and the only thing is to request a refund of my money. In the meantime, nearly four months after my purchase, no signs of my dining table. This is disappointing to say the least. I will never buy again from West Elm and will tell this cautionary story to as many people as I can. I can understand delays, but this is absolutely terrible customer service - West Elm has never moved a needle to provide any support or to try to improve the situation.

This is by far the worst service I have ever received. When I placed the order, I understood that it would take 12+ weeks to get those chairs. Not once in that timeframe did anyone call me to update me on the status of the chairs. Not only that, for each item in that order, I had to proactively reach out to West Elm to schedule a delivery – not one time did someone call me to schedule the delivery.

These are custom ordered chairs; if there was not enough fabric to construct the whole order, someone should have reached out to me and given me the option to change fabrics. Why would I accept an incomplete order on a custom-made chair – I would never be able to complete the set. It is totally unprofessional then to also charge me for 3 chairs without notifying me that I would never get a 4th chair. Then getting a phone call the morning of my delivery notifying me that only 2 would arrive, and I may never get a 3rd chair is also terrible service. Finally, I was told someone would reach out to me within 72 hours to update me on whether the 3rd chair was found – no one ever called me. I had to reach out each time and get dropped from the line multiple times – hours were spent on the phone.

I placed my order in early September in which it showed the items as “in stock and ready for delivery by November”... I did receive 2 large rugs and two nightstands in a delayed but reasonable timeframe but the remainder of my order (2 dressers, a farmhouse table and a bench)... continued to be postponed with no communication or explanation from West Elm.

After 6 months of waiting (and countless calls to customer service that nearly caused me to pull my hair out with hold times and complete lack of resolve)... I received an email stating that one of the dressers is cancelled and no longer available. It was part of a set!!!! I obviously don’t want the bedroom set if it’s missing the main dresser so after waiting 6 months I chose to just cancel the entire bedroom set out of utter frustration!!! (Mind you I now have 2 nightstands that I paid in full that are useless to me.)

My dining room has been empty since I moved in as I’ve been beyond patiently awaiting the dining room set (try having any family/friends over for dinner to celebrate your new home with nowhere to sit)... it's been 7 months now and I still have yet to receive it... Many angry calls and emails later I finally was told that it left the vendor over 6 weeks ago?!? So now I’m being charged for it but it’s STILL not here. Nobody seems to know where it is and they refuse to give any concrete answers for compensation “until the item is delivered”?!?

I’ve never been more angry and frustrated with a company in my life!!! Will I ever receive the order?!? And how awful now you have to start fresh and wait however many months to order from someplace that is NOT West Elm or any of its affiliates. Such a terrible way to ruin the excitement of a new home. Shameful really... and sadly it looks as though I’m far from the only one. :(

Our initial shipping date was estimated for December 26-January 8. We then received an email on December 4 that the sectional will be delayed with new delivery date of January 6-January 20. We figured it was due to Covid and the demand from the holidays, which is understandable. One day my husband decided to check on the status of the order and there was another change to the delivery date, now March 18-April 1. We never received notification of this change. On January 12, I called customer service as I tried to cancel the order and receive store credit. I was told I could not cancel the order because it is already in production.

The customer service rep was friendly, but not much was resolved. I emailed West Elm after the call, and I have yet to receive a response. Now that it is March 18, my husband and I still have no updates. Every day we sit in a camping chair in our living room, which is an upgrade from the floor, but still not ideal. We are coming up on 6months now and half way through our current apartment lease. This is extremely disappointing and we will not be ordering any made-to-order items from here again.

After several fruitless conversations with various "customer service" representatives; one actually suggested that I try to block the charge with Amex, I still had no confirmation that the order had been effectively canceled and West Elm has tried twice to charge the credit card. I am still being told that I will receive confirmation of the cancelation within 10 business days. It has been over 2 months. There is NO customer service. Nobody will call you back. You cannot talk to a supervisor; I'm beginning to think they don't actually exist. No one will give you their full name or number so you end up being shuffled around and having to start from the beginning and end up in the same place you started. This is not just incompetence. This is fraud.

I really love the look of the sofa but now I'm VERY wary if it will actually show up in April or if I'll receive this once fall/winter starts which is useless on the East Coast. My gut tells me to cancel the order NOW before it supposedly ships to the distribution center "and nothing can be done" as so many reviews indicate. I'll try to cancel and order from Room & Board. I can't believe I did not know about the massive issues West Elm has. They should not be in business!!!

* Portside Bar Table, Weathered Gray - Item #: 5523134

The Dining Table and Bar Table were delivered on November 5th and 25th 2020 respectively. Since purchasing the items, I've called customer service at least a half dozen times and have emailed to inquire on the status of the remaining items. At first, the expected delivery date was January 2021, then March 2021, and most recently April 2021. On March 14th, I received an email that my order was cancelled. After nearly six months of waiting. I spoke to two managers on the phone who claimed that I would have to reorder the items despite the cancellation on their end, thus losing my line in the waitlist. This is total **. I now have West Elm coming to pick up the two delivered items as a return (full refund) and will NEVER do business with them again. Nothing but issues. Think twice before shopping there!!!

I called customer service them referred me to another department which sent me back to customer service. Ultimately they offered a product for me to buy to help the fabric. I wasn’t expecting a grand gesture just maybe a Discount code for my next purchase. Nope, nothing.

I then followed up with customer service for an update. They told me that the shipping of the piece had not progressed in over a month and so it was considered lost! If I had not reached out this would have never been communicated to me. I was then in touch with customer service and decided to ask for a replacement since I really did want the sofa I ordered. I was then told the sofa is no longer in production and I would have to order something else. They offered me a small compensation of 10% off a new order. For all of the frustration I went through I told them I did not want to place a new order since I have had a terrible experience with my order and doubt I will order from them again.

To top it all off - my order was only partially refunded for a sofa I never received and they lost. I needed to keep an eye on my credit card and then insist to speak to someone in customer service to get the full amount. I was on hold for 45 min and needed to tell them it was unacceptable and if I was not refunded the amount in full I would dispute all charges. The person added the rest of the refund and then hung up. West Elm is very tempting with the styles they offer, but based on my experience and all the other reviews, their shipping issues prove to be a constant nightmare for customers. Be aware of all of this before ordering...

I requested that he file an accident report. He showed me that he had taken a photo of it and asked me for a signature on his phone. I assumed this was the accident report and I would hear from the company soon. I never heard from the company. In early January, I wrote to the service email at West Elm. I never heard back. In January, after two calls to West Elm (including being put on hold for an hour), I was put through to Williams Sonoma Warehouse and Delivery Hub. A woman named Melissa told me (rather unpleasantly) that the damage would be handled by the delivery company, not Williams Sonoma. I had to press for any details. She told me company was called Precise, in Taunton MA, and that I would receive a call from someone there named Louis within two business days. I never heard from them. Precise has no website, and I am unable to find a phone number.

When I tried to call Melissa again, a colleague of hers told me I would hear back from her immediately. Never did. On February 24, I emailed every West Elm customer service email address I could find. I finally got a response, saying they were looking into it. That was 2-plus weeks ago. Again, I've heard nothing. I have been a loyal customer for more than 10 years, have purchased many items from West Elm, Pottery Barn, and Williams Sonoma, and have always had a great experience. However this is appalling customer service. I am hoping that being publicly shamed on this website will force the company to look into this -- since no other avenues have worked.

Original Review: March 10, 2021

Ordered a $600 coffee table and waited multiple months for the delivery/delayed/backordered item; was very excited to finally have found the coffee table to match my living room. When it arrived, the finishing did not match the pictures on the website AT ALL. The concrete drum coffee table was just one disgusting shade of grey when it arrived, but on the site it looked like off-white with specs of grey like actual concrete. Called to complain, got placed on hold for at least 10 minutes and then figured I'd live with my mistake as a reminder to not recommend or buy things from them again.

ORIGINAL REVIEW: West Elm has a great reputation for being extremely on trend with custom designs and the latest styles. However, with COVID their furniture are EXTREMELY backordered. I understand that many companies have no control over this. BUT 6 MONTHS TO A YEAR??? Ridiculous. When purchasing this item back in January (it is now March) they did disclose that because of COVID, it will take more time than usual. Okay, three months.. Understood! Except every month, I received the very sad email that my beautiful table will be again, delayed. I gave them 3 stars, because their products are (yes overpriced) but beautiful. I think.... Since I am still waiting to get my dining set. :(

I have now contacted their customer service on three different occasions simply requesting bare minimum, an estimate date for the remaining legs for my bed that’s been laying on the floor. The last of the three times that I contacted West Elm I was offered the number to the warehouse so that I can call myself to figure out when my bed legs would be delivered. Lovely! So much for the excitement about ordering anything more from this place. I would never! I want to return the bed altogether but can’t because it’s a custom order. Lesson learned. :(

Original review: We ordered sofa Dec 2020 and were told to expect delivery in Feb. Then we were communicated that there is one month delay. After that it changed again and we were told that sofa will be delivered today. This morning my wife got a call that one piece is missing and my wife requested to do complete delivery. The delivery person still came with incomplete delivery. I called customer service and got bounced around 3 times without the agent explaining the situation. The customer service management was refusing to come on the phone to speak with me and take note of this issue. The delay and the whole situation is not being taken seriously by West Elm.

At this point, our new mattress was delivered and the old bed had to be removed to fit the new mattress. My wife and I were sleeping on the mattress on the floor while we waited. The shipment once again got delayed with absolutely no explanation. I never even would have known it was delayed if I hadn't checked the status. Now it was set to be here by the end of March. At this point I was annoyed but still held on to the order since we really loved this bed. Here we are March 3rd. I checked the status this morning and it moved to an ETA of late June!

Upon reaching out to customer service, I was told the item comes from a vendor and it's not their fault. I cancelled the order because it would be INSANE to continue sleeping on a mattress on the floor. Now I'm stuck with no bed and what looks like at least a month wait to get a bed from anywhere else. How can their ETA's be SO wrong? A week or two is understandable but over 4 months!? A simple call from West Elm to their vendor probably could have happened early on to let me know this would be delayed until June at which point we would have gone with another option and would have a bed right now.

While customer service was friendly, they didn't offer us anything at all as far as an explanation, an attempt to locate a bed, an alternative option or ANYTHING of that sort. This is not the way you treat a loyal customer. That being said, I would highly recommend never ordering anything from West Elm but to only shop in the physical location. I certainly won't be shopping in either capacity for quite some time, if ever again. This has been a huge inconvenience for us especially since we have a baby due to arrive soon and NO BED.

The customer service rep says she cannot waive the shipping fee if I ordered the base, she cannot give me any sort of discount, and she cannot give it expedited shipping. I also can't pick up the item at a store or warehouse. If I want to return the pieces I already have, I lose the $300 shipping fee, plus however many hundreds to ship back. Extremely disappointed in what I thought was supposed to be one of the top companies when it comes to furniture. I will never buy there again.

Original Review: My experience with West Elm is horrible! This is the least that I can say! I ordered a dining table since September 2020, this table was backordered and was supposed to be back in Stock until end of December-beginning of January. We got a delivery scheduled finally on January 26th. In the meantime we moved, we called them back and we asked to change the address. Known that we made the order in store in Atlanta and they confirmed that we can change the address as long as the table is not shipped yet and that the shipping fee will stay the same because it’s on the same area, but guess what when we called customer service they even charged us more to change the address and of course after hours on the phone with them and going back and forth to the store they refunded us for the extra shipping fee that was 230$.

On the scheduled delivery date which was at the end of January they canceled the delivery at the last minute, they said the table was broken on the way and the next replacement will be delivered on March!!! So here we’re talking about 7 months already since we placed the order. Ok I called them again because it was frustrating to wait until March so they gave us a damage discount and we decided to wait till March (we didn’t have other options) Ok today it’s March already we receive an email from West Elm that says the table will be delivered in mid April!!!! So here it will be 8 months since we bought the table but we still didn’t receive it yet! Our dining room still empty and all what they say is that it’s backordered and covid and bla bla..

Just to let you know something here I moved on December and ordered stuff from all over on December and I had everything already delivered on time. The dining table that I ordered on September from West Elm it’s still not here yet and they wanna make me wait till end of April! So I called back again and wasted my time as usual and I asked to cancel that table and send me another one for the same price and guess what I heard, "No we can only apply 20% to the new table that you will order today or we will just cancel the 1st one now and you go ahead and place an order with a new table for its full price and once you get it delivered we will refund you the difference"!!! I asked, "Why don’t you just match the price now" and all I heard of course was **. Then ok I said let’s say I am going to cancel the old order how much you’re gonna refund me, they said something that is less than what I paid! Can you believe that!

They will basically refund me the cost of the table after the discount minus the shipping fee, when I asked about the shipping cost they said we already refunded you that! I was shocked how stupid is that! I asked again, How did you refund me for the shipping that I paid for an order that I still did not receive". They said, "Yeah that was the 230$ or whatever that we refunded for a shipping fee"!!!! Again can you believe that?! They originally made a mistake when we changed the address and they charged us a fee that they went ahead and refunded afterwards because it was a mistake and now they are telling me that they already refunded me for the shipping and even if I cancel that stupid old order I am not gonna get my money that I already paid?!!!! What is that?

What are you West Elm thieves or let me tell you something, are you aware that you’re making me physically sick because all of this stupid **? The best part is they keep saying, "No the process our policy bla bla"..your policy is to make your customer sick?! Sick of waiting, sick of dealing with your **, sick of wasting time with you for nothing and then I cannot even get my money back or at least change the order for me?!!! That’s the least of the least you can do, worst company ever????

Got a random call from a West Elm rep last week who was “going to make sure” either my original couch is found or find out why the replacement will be pushed back so far. Haven’t heard back and probably never will. My most recent call with West Elm a rep admitted to me that furniture more often gets lost than actually makes it to a customer. Why aren’t they trying to fix this issue?? Original order number **. Replacement order number **. SOMEONE HELP!!

On February 13 I received a call from corporate that they were looking in to it and was told I would have an update by 2/17. On 2/17 I was told I would have an update by 2/19. On 2/19 I was told I would have an update by 2/24. On 2/24, I was told I would have an update by 2/26. Since then, all communication has stopped. My new delivery window is 2/23 - 3/9. I paid in full for a couch over six weeks ago that no one can locate. I have been told a couple times that I would be able to get a partial refund. I have asked for that in writing in an email and cannot get written confirmation. I will never be shopping at West Elm or any of its affiliates again. However, I do hope this issue gets resolved and I can revise this review accordingly.

Also, keep in mind, if the Ryder delivery workers didn’t bring those large cracks to our attention, who knows the damn thing could have cracked in half and landed on our kids, pets. Lord knows... I will be attempting to cancel it again, even though they didn’t let me last time until the dining table got delivered to my home. Not sure what to even expect now until I get a hold of someone, and even then, I have been running in circles with everyone I speak to. I have numerous emails I have sent that NO ONE has responded too. It’s insane... Please you guys, yes their stuff is nice but seriously screw West Elm. Not worth it AT ALL. I promise you. I am leaving a photo for you to see the cracks.

The very next day I received a "ready to schedule delivery" from West Elm. Got that set up then the day before they called to say one chair was damaged beyond repair and would be reordered - shipping in May. The followup email from West Elm said JULY! I ordered this initially in September! We called to cancel entire order immediately which they did. Now February and three calls later am still waiting for the last $316 for one chair. This place sucks. Wish I read reviews before ordering!! Never again! And, to top it off, West Elm has sent me 1 - 2 emails a day since ordering and OFTEN the furniture they have pictured for me to buy is the SAME furniture, and fabric, that I ordered! Don't buy from them!!!!

I asked them to cancel because I wanted to reorder it. They told me to call West Elm. After 4 attempts to get this worked out through West Elm customer service (yes I emailed the support email as well, already), I was told that they cannot do anything for me. That I have to call UPS to get this worked out. In other words. I am left to do all the work for their logistics failure.

I asked for a replacement at least and for them to deal with UPS. I wasn't even asking for my money back, but I guess it is beneath them to deal with my tiny order. It seems that they count on customers dealing with unreasonable delays to avoid the hassle to take care of business. I filed a BBB complaint. This is not a complicated furniture order. It is a coffee table! Hopefully the BBB complaint gets me somewhere.

My delivery date keeps getting pushed back WITHOUT notice. They don't even have the decency to email or call me about the delays. I wanted to speak to a supervisor about this situation and a representative emailed them to get back to me. I was told someone would contact me within 24-48 hours. Now, 13 days and 3 different emails from 3 representatives later, still haven't heard from anyone. Absolutely ridiculous! You'd expect better when you pay over $5k.

I hadn’t heard anything and received no receipt so I called today (2/22) and found out that the “vendor” denied my cancellation! So now I am going to be charged for a chair I don’t want that won’t even arrive until July, even though I abided by the return policy guidelines. The worst part is, I made this purchase through a loan and they are going to charge me monthly. I am still catching up on bills due to COVID-19 and had to leave my apartment because I could no longer afford it. Now this is happening. It’s unethical and West Elm is taking advantage of their customers during a pandemic! I’m beyond stressed, anxious, and fearful that this might ruin my credit.

Original Review: Feb. 22, 2021

Ordered my mirror since January 8/2021, estimated delivery Jan 23/Feb 5. Nothing came, nothing was ever shipped so nothing to track. Date of delivery was pushed to February 18/March 4. Guess what? They took money out of my account just for days after ordering. I have to oppress customer service for any update (sad part is they lie to you). Today Feb 22 my order has not moved a bit... I asked a lady to request cancellation. She said she did, I asked for confirmation email. She said it will take some times ... BIG JOKE. I called back later to know she never canceled it... It’s sad they don’t know breaking trust with customers will not do them any good. I WILL GET MONEY BACK WHETHER THEY LIKE IT OR NOT if failure to deliver on due date this time. Am human to know things can happen and with communication, honesty, care we make things better. Not by lying. No one will play these games with me! Not with me...

I contacted customer service and was told the chair had already been placed in route to a location in my area for scheduled delivery to my home, before I canceled my order. (I find that hard to believe after reading some other reviews of delivery nightmares.) Therefore, because West Elm withheld the shipping charges from my refund...I am responsible for that charge, to Affirm. West Elm sent me a copy of their cancellation policy.

Not only have I canceled orders before, but I’ve also returned countless items... Never-ever have shipping charges been withheld from my refund. I guess West Elm has to make money somehow. I wish I had read the reviews of this company before I placed my order. And on top of everything else West Elm is charging twice the amount for the exact same chair as other vendors. I gave one star because there is no option for zero.

I figured fine - any honorable company would honor my delivery fee if I purchased the smaller version of the same couch, and so it got sent back to the warehouse. Only after the fact do I find out that I will NOT be refunded that $250 delivery fee... And if I want to buy the smaller 82" version of the couch I have to pay ANOTHER $250 for delivery. Absolutely absurd. I've heard so many horror stories with West Elm about missing / late deliveries, bad customer experience, etc. I should have listened. DO NOT BUY FROM WEST ELM.

I have called customer service about 10 times and have been told the supervisors will escalate this case and look to locate my pieces. Specifically, I was guaranteed a follow up call from a supervisor, which I did not receive, nor has there been any progress in locating the items reflected on my account. For over a month now, my couch has been missing and for the duration of this time, West Elm has done little to nothing to help me in getting the pieces delivered in NY. I am prepared to dispute our credit card charge for the West Elm sectional (a total exceeding $4,000) and report this issue to the Department of Better Business Bureau. West Elm has repeatedly demonstrated that the company has no accountability in delivering furniture or customer service to the public in an acceptable manner.

Four weeks later, I have spoken with over 15 different representatives, all of which have told me different estimates and stories. At this point, I asked to speak with a furniture supervisor and she “did not want to take my call” and passed along a message through the service representative stating there was nothing that could be done. I completely understand shipping delays in this crazy time, but what I don’t understand is the lack of human decency and lack of consistent training for these service reps. When you spend multiple thousands of dollars at a retailer, you expect a little service in the event of a problem. Very disappointing.

I signed up for the key rewards on Dec 20, 2020 as I thought I would automatically signed up for West Elm account after placing order. I call customer service for The key reward to add my order in my account to get reward they turned down. When I called the customer service several times I got inconsistent message and attitude. One customer service rep told me based on the instructions that they had to send email to key rewards with order number to add my rewards. There was a email response that cannot add to my rewards. I tried to cancel my order as it is frustrating to deal with them and place order some other more reliable furniture company it is not possible. Stay away from Buying furniture from West Elm. Do not use use Affirm to pay for furniture from West Elm as you end up paying all your installments before receiving your furniture.

Original Review: DO NOT BUY THIS SOFA!!! I have owned it for about 2 1/2 years. I noticed it was sagging more than usual. I discovered the frame had BROKEN IN HALF. This sofa gets no abuse, occupied only by an average size woman and her 11 pound dog. Called West Elm. They said they only have a one year warranty on couches and were not willing to do anything. Buy only if you want to consider it to be a short term disposable item. There is nothing to brace it in the middle, only on the ends. DO NOT BUY THIS SOFA!!!!

Couple of pointers:

2. I know it is frustrating to wait for a couch and mine was delayed by a month from the initial estimate. But eventually things came through.

My call to a number of West Elm departments resulted in being switched around and spending hours on the phone with zero result. Everybody I spoke with was not responsible, it someone else in some other department. Since that first attempt, I have placed between 10-15 calls to customer service, my delivery date window has rolled 5+ times. Every time I have spoken to customer service, there was a solemn promise that I would receive a call back with information. That never happened, no one from the customer service department cared one bit that I am experiencing a tremendous inconvenience.

I have been waiting for this bed for 2.5 months and have not arranged other furniture in my bedroom as I need this bed. When I finally saw that the bed was "scheduled for delivery" a week ago, I thought that my end of my painful experience was in sight. Alas, that hope was short-lived. In a matter of minutes, I received another automatic email that there was a replacement order, so I had to spend more time with customer service. Apparently, a part of the bed was defective. Am I ever going to receive this bed? Absolutely nobody at West Elm cares about their customers, especially after they have collected the payment. This happened to several friends, so it begs the question if this company collects a ton of money to earn interest without delivering the product.

This type of experience cannot be blamed on the pandemic - I ordered furniture pieces from other retailers all of which were delivered on time or ahead of schedule. Even if the inexcusable delay was related to the pandemic, horrendous customer service has nothing to do with it. I spoke with an interior designer who unfortunately confirmed that West Elm are notorious for poor customer service. I am beyond amazed that they are still in business. I would totally discourage anyone to shop at this terrible company, I very much regret having placed an order with them.

Once it finally arrived the ottoman arrived with no legs. I was told by furniture delivery company that they would contact West Elm and make sure they would get delivered. After 10 days and no legs I contacted West Elm. I was told they would have to order and I would not receive until Nov. In November I called again... I was told order was cancelled and that I would not get until January. Once again the customer service representative would not escalate to help me. Now it's January. I contacted and it has been moved to March 2021! This place is a JOKE!!! if you have any problems, no one will help you!! Do not buy anything more than $20 from this store. I do not leave reviews but I have to warn people!! DON'T TO IT! Even if you like the the stylish looks, it is NOT worth it.

I have been corresponding with West Elm for more than 10 months (nearly 30 emails back and forth), with multiple failed responses/follow-ups on behalf of West Elm customer service department. Multiple requests were made to speak to a supervisor and I never received a call. I'm not sure what's going on in their customer complaint department, but it's not "customer service."

On September 6, 2020, I purchased a sofa and dresser from West Elm. The salesperson told me that the sofa would take two months. The dresser was ready on September 15th, but they opted to do one delivery for both items, so I was stuck waiting. And boy did I wait. The first problem I noticed was the online "tracking." It's a joke. I saw the status of the sofa changed to "shipped from manufacturer" on October 28, 2020. But then it just stopped. My delivery estimate was for Nov 5-19, so on Nov 17 I called to see what was going on. I was told on that call that the sofa had arrived at the Distribution Center on Nov 5, and just needed to go to the Delivery Center. The two centers are in the same hub, so not sure what the hold-up was. The rep told me to call again on Nov 19 if I didn't have a delivery appointment by then.

So I called on Nov 19, the rep confirmed that the sofa had been there since Nov 5, and scheduled an appointment for me on Nov 30. Disappointed that the sofa wouldn't arrive by Thanksgiving, but given the reviews I had started reading online and the Vox article from 2018, I was relieved to be getting the sofa. But wait! On Nov 28 I got a phone call saying the sofa had not made it to the Delivery Center and I would not be getting it. So I called and was told that the sofa would move to the Delivery Center on Nov 30. I verified that it would move on that exact date, and was assured that it would be there. I asked to cancel the dresser delivery for Nov 30 so both items could arrive at the same time. Well, reader, they didn't cancel it, I had to call again on Nov 30 when I got an email with a delivery time.

And you guessed it: my sofa did not arrive at the Delivery Center on Nov 30. So I called. There was now a new delivery estimate for Nov 30 to Dec 14. I'm furious that I was lied to by the rep, and missed out on getting the dresser due to this incompetence. I reschedule the dresser delivery for Dec 15. Meanwhile, I call every day and email every day to check in on the status of the sofa. I'm glad for the paper trail as all the lies and brush-offs from the reps are documented.

The situation is "escalated" nine separate times, each requesting a call-back from the "Hub." The Hub never responds. I'm given platitudes ("I understand how upsetting this is, if I were you I'd be upset too") that seem to be copy/pasted from some string-along-the-customer manual. During this I secure in writing that once my furniture arrives I will receive a 20% discount and a refund for shipping/handling charges for all the hassle West Elm put me through. And I tell them that if my sofa does not arrive with my dresser, I'll be needing a refund.

On Dec 15, the dresser arrives (but not the sofa). And the dresser is... not great. It's filthy, there are nicks, the brass inlay work is sloppy, there's still glue on it, and it's a poor version of the item on display in the store. I'm furious. I call in again to complain about the condition of this dresser that retails for over $1500, but I'm told the entire order has to be fulfilled for me to receive any discount. I give them to the end of the week to locate my sofa and get me a delivery date.

By Dec 19, I have called and emailed each day and there's still no word on my sofa. Promises of calls and email follow-ups are never fulfilled. So I call again, and I'm on the phone for three hours. They offer to "escalate" the claim for a 10th time, and I ask what makes them think the Hub will respond this time. They declare the sofa "lost" (after being assured that it wasn't indeed "lost"). They will only give me a 30% discount for the poor condition of the dresser. I demand they honor their word in refunding the shipping/handling charges. Furious at the time wasted with West Elm, they offer me a $300 gift card but no more, and a refund on the sofa.

But there's a catch! When I made the purchase, I wanted to split the cost between two cards. Well, they said they couldn't do that, so I had to purchase a gift card, then split the order between one credit card and the gift card. Now they say that since the total of the refund will be more money than the card I used, they will have to send a check. Oh boy. I've read the nightmare stories about trying to get a check from these people. The rep says she will contact the store, confirm the purchase of the gift card on Sept 6, and will try to get the refund on the card used for that purchase, and that she'll email me on Dec 22 with the details of the refund.

But she never emails! Why did I expect different at this point. I call into customer service, and they tell me that the check is cut and has been put in the mail, and it will arrive in 10 business days. Given the holidays, this puts the arrival date in January. A store manager calls me back and confirms the check has been cut and sent. A rep on Twitter confirms in a DM that a check is cut and sent. I'm frustrated that the refund was not put on either card, and that this wasn't communicated to me. So I wait for the check to come.

And I wait. And wait. Finally 10 business days pass and there's no check (but I do get a useless $300 gift card because sure as heck not shopping here again). So I call, and the rep starts saying that he sees a check has been cut and sent and I tell him I need to know when it was sent and a tracking number because I still don't have it. After going back-and-forth on hold, he comes back to tell me that the check has in fact NOT been cut. Or sent. Three times I was outright lied to about this, and he just attempted to do it a fourth time!

Well, I lost it. I invented new swear words that day. The rep tells me that the amount I was quoted was incorrect and tries to get me to accept $150 less for a refund. I go over all the details again. He puts me on hold but keeps coming back with the same answer. He tells me I can either accept this lesser amount or speak to a supervisor. We're on hour two of this call, and I opt for the supervisor.

The supervisor apologizes, says it's a mess and that it never should have happened (they're very good with the platitudes). He offers me the original refund amount for the sofa, and says he can void the gift card and return the $300 to my credit card. He insists they have to cut the check for the sofa. I request that it be expedited and that I'm given a tracking number for delivery. He writes out an email outlining all of this and I wait on the phone to receive it. He says that I should have everything in 7-10 days.

And if you think that's the end of this, you haven't been following along. 8 days later I send him a reply asking for the status of my refund. 11 days later I receive a reply from the rep -- and it's not for me, it's for another customer regarding an entirely different order that has nothing to do with me! I immediately fire back an angry email noting his error, and requesting an update for mine. We're on day 12 since we spoke, and he hasn't replied.

At this point I'm seriously considering getting an attorney. I've run out of words to describe this terrible, ludicrous treatment by West Elm. It's been more than a month since my sofa was declared "lost" and I still don't have a refund, and there's no excuse for West Elm to drag their feet on this. Given all the negative reviews online, from deliveries being pushed for months without notice to shoddy craftsmanship to missing parts and inferior quality, my fear is that they're going to declare bankruptcy any day and I'll never get my refund. It's the only reason I can see for them not returning my money.

I called back last week to ask for my dining table since on my email it said it’s ready for delivery. When I called they said it would arrive that following day and to call back the following day to schedule a delivery. I called back today since yesterday was MLK day and I was put on hold because they have no idea where the parts to my dining table are. One part is ready to ship the other they said would arrive “in a week or so” but they don’t know for sure.... I get the pandemic has effected all of our lives but for them to have NO IDEA where anything is or give a solid time frame on when things will arrive, and they keep pushing out dates playing with everyone’s emotions. It’s beyond me.

When I asked to cancel my dining table, I was told that I was not able to cancel UNTIL it arrived to the warehouse and it was ready for delivery, at that point I may as well just take the damn dining table... You can’t get a hold of any supervisors and no one can give you answers or help you. I cancelled furniture I had originally ordered with Value City, to pay a arm and a leg more for West Elm furniture and even though they were also delayed. My friends have had their furniture for months now... I wish I would have just went with Value City and saved myself the time, money and energy wasted on all the phone calls. I’m truly disappointed, I honestly thought, for how expensive and “prestige” the brand seems, they would make sure they were more on top of things. Don’t order from here, you’re better off saving money and getting something that is beautiful and comfortable compared to trendy and overpriced. I have learned my lesson.

Obviously West Elm resold my sectional and put me on hold indefinitely. I call a every few days to check on the status, today, January 15, 2021, I was on hold on 3 separate calls for over 2 hours. Customer service tells me to call scheduling and scheduling tells me to call customer service. The Atlanta, GA furniture hub now has received the sectional from New Jersey but cannot deliver until February 3rd, 2021. My son is in the US Army at Fort Bennington GA, and is currently in quarantine at his apartment. Quarantine ends on Wednesday, January 20th and training begins. My son does not have a civilian job that allows him to take off whenever he wants. West Elm does not deliver to Columbus GA on the weekends.

Today we received another delay on the dining room table, it was to be available to ship by the 1/18/2021, now we are looking at mid-February, of course it is doubtful that delivery will happen in February. I have placed 5 different orders for furniture through West Elm to furnish a one bedroom apartment. The only items that came when they were originally scheduled were a pair of Auburn chairs and the Acorn tall chest of drawers.

I have yet to receive:

6. Modernist Wood + Lacquer Media Console (it was on back order when ordered for the dates: 3/16-3/30, but who knows if it will arrive at all).

In summarizing my experience with West Elm, a Williams and Sonoma company, I have come to realize that rarely is the furniture available to ship within a two week period. West Elm oversells their stock and then blames their manufacturers for not meeting the demands. West Elm gives false dates of delivery to string the buyer along. I ordered a platform bed and a Casper mattress from Amazon and it arrived in 3 days. If I had ordered it from West Elm my son would still be sleeping on the floor, now he is just eating off the floor. I am surprised the employees are not in revolt for dealing with the mega complaints I have seen all over the internet regarding the failed orders and deliveries. Caveat Emptor.

I called three other times since then and had to re invent the wheel with my explanation and one person told me to send pics to an incorrect email address and the others keep sending me to original email that I already sent pictures to. I am still trying to get it resolved because I can't sleep on the bed I ordered that is in my master bedroom half assembled. Where is the accountability West Elm??? I will be ordering all new furniture from my local stores from now on.

I finally got connected with a supervisor who told me she was going to try and expedite the process but who knows. I have to wait at least 5 days for her to get connected with the vendor to know if there is any way for it to be sooner than April. They say I’ll be compensated but don’t tell me how much I’ll be compensated so I have no idea if it’s even worth the wait of 3+ more months. I’ll be taking a risk waiting to have a new one made and then it potentially be wrong again. They have no consequences for their actions and just get away with terrible fulfillment of furniture orders. I have lost all faith in west elm at this point. If I was to cancel my order, that’s 5 months of my time that I wasted waiting for a couch to be made to end up with nothing in the end. Save yourself the trouble and spend the extra few hundred that it costs to order from a better furniture store.

Original Review: They have beautiful stuff but I will never order from them again. Ordered a sectional Sept. 5 with original delivery estimate for Nov. 5-19. Delivery has been pushed 3 times so far (Dec. 2-16, Dec. 16-30, Jan. 5-19), two of which I wasn’t notified about and just saw by checking the status of my order online. On Dec. 23 I was told it’s been sitting in NJ since Dec. 3 and I should be getting a call any day now to schedule delivery by Dec. 30.

Dec. 28 rolls around with no calls so now someone requested update from logistics to which they responded on Jan. 1 saying it’s in transit to delivery center in NJ (so going from distribution center in NJ to delivery center in NJ) and it’s now Jan. 15 and I’m being told by West Elm furniture department that they can’t request another update from logistics until Jan. 19 which is the end of my current delivery estimate. I live in NY on the border of NJ so it’s infuriating to be told that your sectional is sitting somewhere in the next state over where you can literally drive to pick up and nothing can be done. West Elm is terrible and they clearly lie to everyone about how long things are going to take to get orders.

I would’ve paid extra to get my sectional from another company that can keep their delivery commitments and prioritize fulfillment and not continually lie to their consumers from the moment of ordering throughout the entire delivery process (each of the 6+ representatives I have spoken to had something different to say, conflicting information, and blaming the other person for misinformation). West Elm has had my money since November 17 - two months ago - with no product to back that. Shame on you West Elm. It’s a helpless feeling calling over and over again and no one being able to give real answers. At what point does the delivery stop getting pushed and actually get delivered? It’s been almost 19 weeks since I ordered my sectional on Sept. 5 which is twice the original 8-10 week estimate. It’s astonishing that something more hasn’t been done regarding their horrible fulfillment.