West Elm
Reviews and Complaints

Ordered a dining table online August 20th. They confirmed the purchase and a few days later I got an estimated delivery date. It kept on changing because they were "waiting for hardware" to ship together . Ended up waiting over 2 months . When the table came in the box was open and half of the table was already put together we asked why the box was open and the delivery guy from Ryder said it was to check if the table was ok. They brought the "hardware" in a ziplock bag. When my husband put the tabletop on, we realized the table was used. There were scratches all over the top as well ask sides and it also had stains all over the top almost looked like chemical stains. We reached out to customer service and they requested photos saying we will get a replacement. We emailed them twice and the "quality team" wouldn't get back to us. I called them again and they mentioned our case was started but was not finished or came to a conclusion. Had to wait for someone to call me again. Called days later saying they couldn't do anything about it because they don't deal with "metal". I then asked them if they can just send us a new one they said they no longer have this item. I asked them if they can just replace it with a different table they told me they couldn't do that either I'd need to place a new order and pay full price for it. I also asked if they can refund me and we keep the table and try to refurbish it. : she also said it wasnt possible. Which is really stupid I think. We are very upset about the situation it is very inconvenient and very very unprofessional. We spoke with multiple employees and no one seemed to wanna truly help us and refused to transfer us to manager or supervisors. Very very upset .

I purchased a Henry sofa on-line thinking West Elm was a quality line. I paid hundreds for delivery and waited forever for the item to be "manufactured" and shipped. FOURTEEN MONTHS after it was delivered the filling in one of the seat cushions has shifted creating a permanent dip/dent that cannot be smoothed.

I contacted customer service and was told by more than one person there that the warranty is only good for 12 months. They suggested a company I should contact to see if I could find a replacement cushion. In other words, it was my problem.

I live alone and weigh 130 pounds! This sofa has hardly been sat on by anyone but me.

Don't buy this cheap furniture!

March 14, 2020 I tried to place an order on a sofa for our daughter because their website advertised 25% of your whole purchase and free shipping over $79 order when you entered the code "FRIENDS". I searched their website to see if any restrictions applied and the link only took me to their shopping page and no where could I find any restrictions.
when i went to check out they were charging me $150 delivery service. which would defeat the sale price.

I called West Elm's customer service and they told me that the free delivery did not include any of their furniture. I explained to her that it was false advertising because I couldn't find it anywhere on their website. She told me that the link must not be working that led me to the restrictions and she couldn't do anything about it because she could not waive the delivery fee.

I asked if there was an option of picking up at the store and she said that was not an option. I requested to speak to a manager and she said that wouldn't do anything because they weren't able to change or waive the fee. So, she wouldn't transfer me to any of her superiors.

I would appreciate it if they waived the $150 delivery fee or delivered it to their store by our home so we could pick it up. I just find the limited options ridiculous.

I have never had a worse experience with a company than I did with West Elm. I ordered an expensive dining table- and it was delivered incorrectly 4 times. I spoke to numerous customer service employees over the course of two months. None of them were able to rectify the problem or know the best course of action. Even after I found out that the problem was with the SKU number in the warehouse and asked that the employee double check the item before shipping- it was still wrong multiple times. I requested a call back from a supervisor which I never got. The 4th time it was delivered wrong I just gave up and kept it. I have spent hours on the phone and taken time off work for delivery. I am extremely upset and disappointed I did not get the table I hoped for or ordered.

He called my fiancee again at 1.03pm and said that he is leaving. I called and said i am on the bus and just 10 minutes away. He said OK. But he left!
IF HE WOULD OF TOLD ME HE IS LEAVING I COULD ASK RECEPTIONIST TO TAKE HIM TO PARKING AREA SO HE COULD START UNLOADING THE CAR. BUT WHAT HE DID IS, HE TRICKED ME. HE SAID OK. AND HE LEFT!

I called him back severeal time, left text messages. he never answered! I called the shop and they called customer services. They got back to me 1.5 hours later with saying; he is not coming back!

Such a cheap, terrible, unprofessional, rude, useless company!
We called customer service several times, all they say is they can arrange new date.
IT IS NOT POSSIBLE TO ARRANGE NEW DATE.
Just because this driver Jackson needed to leave for his vacation, he left us. and the company. OH, they don't care! no body cares, you are not important! they say they will call you back with an answer (Mike from customer service), they never do.

AT THE SAME DAY, I HAD ANOTHER FURNITURE DELIVERED BY MACY'S. SO PROFESSIONAL, THEY CALLED ME 30 MIN BEFORE TO LET ME KNOW THEY ARE COMING. THEY CAME CARRIED 1 BIG COUCH AND 2 ACCENT CHAIRS, ASSEMBLED THEM AND LEFT. SO CLEAN, PERFECT!
WEST ELM IS A HUGE DISAPPOINTMENT FOR ME. I AM STILL WAITING FOR THEIR ANSWER! USELESS!

I WAS ABOUT TO BUY THE REST OF THE CHAIRS AND BEDROOM FURNITURE FROM YOU, BUT THIS IS MY WORST EXPERIENCE IN LIFE SO FAR! YOU BASICALLY SCREW MY LABOR DAY WEEKEND! SUCH A DISAPPOINTMENT.

The Cranberry delivery team/guys DO NOT follow insturctions when making deliveries. I gave the delivery team specific instructions & thye were completley ignored. I was actually being yeld at by a young punk telling me "the customer" how & where he delivery's items to peoples homes. Well, this item I ordered was a surprise for my fiance& he ruined the entire surprise by not following the delivery instructions given via email, text & over the phone. HORRIBLE delivery companybeing used for a reputable company! I canceld the order & will now look else where.

I hate this couch. Hate it. It looks crappy right away and the supposed benefit of having a reversible sectional is ridiculous. It moves out of place and constantly needs adjusting. The cushion slips down and the movable piece is just that...always moving. So much that it ruined our carpet in that spot from all the friction. What a dumb idea. We bought it as we needed something right away and it was on sale and looked okay but after living with it a year I can only wonder. why!?

I am writing to express some concerns regarding an experience at the downtown Milwaukee store and the subsequent events afterward. On February 10, I called the store on water street in Milwaukee to ask if a new table was in stock because I was in the area and would pick it up, if so. She put me on hold for about 3 minutes to check. She gets back on the phone and says they do, so I ask her to have it ready for me as I am on my way to pick it up. She asked if I would like to pay for it over the phone and I said I would, but I have a reward to use, so she said I would need to do that in store. I arrive at the store 5 or so minutes later and let them know I am there for the table. She (an older lady-mid to late 40s/early 50s, tall and slender with glasses) calls back to ask for status and they say they are still looking for it. About 5 minutes pass and another lady (shorter with a southern sounding accent, if memory serves, mid 30/early 40 with dark hair) who I assume is the manager, comes up and says they are sold out. I say well I just called and was told there was one in stock. She matter of factly states, well we don't have any more. A little frustrated, I say, well can you order one and have it shipped to me? She says they can and tells the original lady I was dealing with and spoke to on the phone (tall, slender with glasses) to place the order. Never once have they apologized for the inconvenience of telling me it is in stock or having me make a trip to the store, but I proceeded with the order. When it comes to pay, I give her my reward card for $25 and she asks if I will be using my west elm card. I told her I do not have one. She then replies accusingly, well how did you get the rewards? I say it is my husbands card, as he does most of the shopping for our homes. She says, well you can't get the rewards without the credit card. I say, Does it say that on the reward? To which she replies, I don't know. Unbeknownst to me, she continues to run the order without the discount. She then asks me to sign for it. And I told her to cancel the order. She says she cannot because it has already processed and that I would need to call customer service to cancel. She was kind enough to provide that number, but again no apology for any of the inconvenience. The next night, Monday February 11, I call customer service to cancel my order. I worked with a wonderful woman (louella or louellen) and she was able to waive the shipping and told me if I could get my husband on the phone (due to work, during the week he is at our Chicago home) she could process it using his card. We did a 3 way call and everything was supposed to be worked out. While I knew the item was on back order, I kept checking on the shipping status. At one time it was March 9, then March 12, then March 15. I worked at home on these days to make sure I was there for delivery (I know it was estimated delivery, but figured one of the days had to be right). Occasionally it would show as in process. Finally this morning I call customer service and they tell me there is a hold on the order. The lady tells me to call fraud protection or something like that (800-828-1266) to get it resolved. I call and the man on the phone tells me he just needed permission to rerun the card. I approved that and now I wait. I am not sure why no one reached out before then. This is not a life or death matter so I am very patient and I worked retail during college and know how stressful and unfulfilling it can be at times, but I just felt this overall experience deserved to be shared. I can usually let small indiscretions go, but the way I was treated in This store was unacceptable. I typically go to Crate and barrel for my shopping needs, but made a few purchases at west elm over the holidays and got on the mailing list. I thumbed through the new catalog when it arrived and immediately knew this table fit a look we want. After this experience, I really do not see myself shopping at west elm again. Those 2 ladies in the store were not very professional or friendly and have likely lost me as a customer and today we cancelled the order AND our west elm account. Shame to lose loyal customers over $25 and shipping costs.

This concrete coffee table developed hairline cracks fo I returned it. What a nightmare getting it picked up, but nothing compared to the nightmare of getting a refund. It's been gone two months, i've made 5 phone calls, and still have no money! While they are perfectly pleasant on the phone, always apologizing, they do nothing! I don't want another gift card, I want a refund.

This is second sectional from this company that has not last for even months. This company doesn't care about quality and give low grade stuff but heir prices are very high. I do not understand why there is no action against this kind of fraud companies. I returned my sofa as they said that I will be refunded but I am still filighting for it. This is theft taking my furniture and not refunding my money. Please stay away from this group and save your money

I ordered a bed from West Elm on May 5th. It is now November 8th and I have not received it despite the fact that they charged my credit card in June. As noted, I ordered the bed at the beginning of May and was told it would be delivered end of June. In July, I called them because I had not heard anything and with no explanation, they told me I would get it at the end of October. Well, its November and I just got off of the phone with them (because I again, have not heard anything from them) and they told me over the phone that it wasn't going to be delivered until January. I requested a refund but they told me they would have to call be back. I have no doubt that I will not get a call back. Completely unacceptable.

I was quoted Oct 11 delivery for a bed frame I purchased for my kid to go to college. I still have not receive it yet. I paid $230 for "white glove" delivery and assembly. Close to that date, I call to cancel the order but can not because the order is in transit. We have to swap the bed to him and properly swap back when the bed frame arrive.
I don't know about the quality of the product yet but the delivery is not good. It will cost me more money later on to swap the bed for my kid from out of town. As a customer, I should not pay the delivery charge that is not deliver on time as promise.
Order Number: [protected]
Still waiting as of 10/18/2018

Order number 723894 was returned via post office on 7th September recorded delivery. The cushions ordered did not match with my room so the full order was returned. You have received the goods back but you have not refunded me. I have contacted you several times regularising returning and getting a refund only to be fobbed off as I have still not yet received my money back. This is unacceptable especially since I had to pay to send your goods back! Absolutely shocking customer service. Please refund my money.

I was quoted 4-6 week delivery for a section I purchased and received the item 9 weeks later. I paid $275 + tax for "white glove" delivery and assembly, and they didn't connect the sectional with the clip which was likely because its defective and doesn't latch. I am yet to receive a resolution to the clip issue, and called back today to only get a response that they "will follow up with the delivery company" to check on the status of when they can come back to assess the problem. Who knows when they will come and also, if they end up sending people with the same level of expertise as the ones who deviled the couch, then I wont get my hopes up that they will be able to address the issue. Also, the all with the West Elm rep disconnected by accident (?) and no one called me back so not sure where this follow up with the delivery is at. Ughh.

I returned a Rug to west Elm at the begging of July 2018. I have repeatedly called regarding the refund check. I have been given multiple different dates for delivery, been hung up on, snapped at, and persistently called to inquire of the status. Right now the company owes me over $500 for a rug that I purchased, never opened, and returned promptly. On my last call the representative snapped that I should give them a different address to mail the check. Which I responded that I have provided my home address, being as that's where I live, and I have had no problem receiving orders there's prior.

I have tried repeatedly to secure the promised designed dollars from a large purchase I made in June, and West Elm has lied to me repeatedly: (1) I have a statement dated June that stated that my rewards would come by the end of the month. It is now September. (2) I called customer service in July and a supervisor gave me award numbers. They were not valid. They lied to me about the numbers. (3) I called customer service yet again at the beginning of September. I was told that the award certificates would be available through the secure message center at Comenity (the bank that services credit card). That too was a lie.

When West Elm finally responded to my complaint, they told me that Comenity Bank was to blame and they were without fault. Their message to me was condescending and dismissive, and they seemed incapable of understanding that I have also called Comenity (again, to no avail) -- the bank simply shunts me BACK to West Elm. West Elm's customer service has done NOTHING to help resolve this issue. I absolutely deplore the egregious manner in which I have been treated. Beware of West Elm, Williams-Sonoma, and Comenity Bank.

Dear customer service
we shop at the santa Monica branch on Sunday labor weekend.
Due to the long wait in the bedroom dept the saleswoman recommended to pay for the bedroom set in he main level
here is the items i was purchasing
Mid Century Bed full size $899 wood finish
and mid century nightstand $299 wood finish
there was 20% discount and free delivery.
when they did the total we noticed that they charged us for delivery and the promotion email that I received for that weekend also mentioned 20% off and free delivery and that was the original plan that the sales associate in the bedroom dept was suppose to charge me. they refused to give me the free delivery and denied the fact that it was written on the add in my email received from west elm and on the poster board in the store. i asked to speak with a manager and she said that she doesn't have time to talk to me, What king of customer service your employees are giving? I spent over 2 hours in the sore and left without my order .
I really need an explanation for this service and confusing add.

I ordered furniture from West Elm on July 26, 2018, including a bed I was told would be delivered between August 27, 2018 and September 3, 2018. I called on August 27, 2018 and was told it was not yet ready but was going to be delivered to the warehouse that day and I would be able to have it delivered within the next week, which it later turned out was a blatant lie.

When I logged onto my account later that week, I saw that delivery had been pushed back to mid-October. At no point did anyone contact me to notify me of the delay, which is a direct breach of the policy stated on the West Elm website. They are also still offering the product on their website and being delivered in 4-6 weeks, although they are now telling me that the product I ordered over a month ago will take nearly two months from now to deliver. I ordered the product on the basis that it would be delivered within the stated time period and now the company will not let me cancel the order.

Another item in my order was also delivered and I discovered that the delivery company had not assembled it properly so one of the hinges on the door fell off and cannot be reinstalled because the company damaged the wood where it was supposed to be affixed. Despite contacting the company within minutes of the delivery company leaving and discovering the damage, they refused to send them back to fix it and told me I had to deal with their delivery quality team who I was told do not have a phone number and only deal with people via email but have not bothered to respond to any of my emails.

Overall, the customer service from this company has been outrageous and they have exhibited a complete contempt for their customers and zero willingness to deal with concerns on the quality and delays in their orders. Even contacting their customer service team is a nightmare - none of them know the right department so it is not uncommon to be directed to 2-3 different people before you arrive at the right department and to spend half an hour or more on hold (despite the automated message saying the wait time is 2-3 minutes) before anyone picks up the phone.

Ordered a platform bed and picked it up in the store. drove it home; bed size was wrong. Wanted a full, not queen. 7/22

-Asked them to exchange.
-They said they'd pick up at my home and bring the replacement at the same time Monday 7/20/18.
-Called again Monday as no message from West Elm.
-They then told me they received the new bed, but it had to be inspected and
-New delivery /pick up old bed was Saturday 8/4.
-Called again during the week
-Now being told bed would be picked up, but no replacement ready
-Replacement would take 3 weeks.
-No bed for three weeks?
-Called 4 more times that week to ensure at least pick up for Saturday, got different messages every time
-Last message (Friday 8/3/18) was that they had the wrong address and that the bed was being picked up at the store.
-Clarified my home address yet again and ensured pick up at my home
-Got reference number
-Saturday, i call again during the promised delivery window (12-2pm)
-They tell me that they're trying to pick up bed at the store and that they didn't have my home address
-Leaving to Europe today and had arranged my whole schedule for this. Extremely upset.
-10 calls with no avail? Being told a different story every time? What are the reference numbers for when they can't get things straightened out despite telling me everything was ok?

The saga continues, no bed during my absence….After my return the bed was suppose to arrive on August 27 now, but gain after many additional calls that didn't happen since they again tried to pick it up from the store and it turned put my home address still hadn't been changed; many calls later, involving retail specialist and the associate who sold them to me, tried to help and again several delivery times were scheduled and nothing happened. no delivery, no calls; called back numerous times and obviously no one know what they are doing there. No one can figure out why this issue difficult, or why they don't deliver when they said they would.
Last customer service rep told me agian that the home address and email was still the store address and email, and that they can't actually change it on their side and that the STORE has to to do that. Calling the store and ask them to change home/delivery address and email. Store manager says they have get new info on this every day and that they're confused.

I spent about 20 hours talking to them. Who pays me for my time?

Just now a call from the manager telling me I HAVE TO RETURN THE BED TO THE STORE and that they can't pick it up when they deliver the new one! After five weeks they are now telling me this? They want me to put a queen bed -which btw has the most screws in any assembly furniture i've ever seen-back in the package, after it had been assembled, and drive it back to the store? The head board alone is gigantic and insanely heavy. There is no way i get this bed back into the car and drive it back 20 miles. I can't believe this!

I am so fed up with this company and will never ever buy anything there. Never experienced anything like this! Of course, now i won't buy the full bed with them. I will just return the queen and never ever buy anything at West Elm ever again.