West Elm

I had a delivery due for furniture I had ordered months ago. I got the window for the time frame and then received an update that my item was due at 813 am. When it didnt arrive I called back and they told me it was one stop away. Then I got an email that said the delivery was cancelled -they stated the truck was not able to locate the items and they will let me know when they find them. I gave up my morning work and lost money...this company it TERRIBLE

My experience with West Elm has been nothing short of infuriating. I placed an order for a sofa on November 25,2022, with a promised delivery date of March 4,2023. Delays happen, but this was ridiculous.

When the sofa finally arrived, it had a tear. West Elm agreed to exchange it, but that marked the beginning of a never-ending saga. Months went by with no updates, and every time I called, I was given the runaround.

To add insult to injury, they claimed the sofa I ordered was no longer available, despite it being readily available online. What kind of scam is this?

I've been a loyal West Elm customer, spending over $10,000 in the past three years. Yet, on August 17th, they unceremoniously canceled my replacement order. West Elm's complete lack of accountability and disregard for customer loyalty is astounding.

If you value your time, money, and sanity, steer clear of West Elm. Their customer service is an abomination, and their promises are empty.

Ordered Daybed (that included a mattress cover) in March 2023.

Delivery went wrong. Paid for assembly. Daybed was left unassembled and missing the mattress slipcover. Took effort to receive delivery refund and I STILL do not have a slipcover. Paid someone to assemble.

Many calls, many hours wasted talking to many polite customer service representatives and jumping through every hoop they put me through has not resulted in me getting a mattress slipcover.

ONLY resolution has resulted in them placing a "replacement" order for another bed (an entire daybed that I do not need), in order for me to get a slipcover, which is not expected until December 2023, because it is a "custom order".

If it is custom, why can't they custom order a slipcover, only and send it to me?

They have no answers to this question and there is a "used car salesman" approach that the representatives go and "talk" to their supervisors and come back with lame answers, but I am not allowed to have access to the "supervisor"; very suspicious and idiotic that West Elm does not allow or encourage their employees to think for themselves, think outside the box and be problem solvers.

I've been offered the opportunity to cancel the process or receive compensation, but compensation cannot be discussed until after the situation is resolved, which isn't estimated until December, 4 months from now!

There a far too many quality retailers available to consumers. Do NOT patron William-Sonoma Companies! It starts there.

This has been on going from June 2023 through, today, August 8, and it is not over!

Waited 13 months for these plate to arrive from West Elm and one of the four plates arrived chipped.
The chip is located on the underneath of the plate and prevents stabilization. In result, it makes a wobbly sounds every time it's touched.

We contacted West Elm and they are offering a 10$ refund for the chip.
Customer service is awful.

This company might be fine if there are no issues with your purchase. I bought a bookcase and it had 4 missing pieces and have at absolutely no luck getting replacement pieces or anyone to help or follow up. It appears all their replies are from a bot and not a human. I would avoid this company as furniture is expensive but they don't stand behind their brand.

I purchased a large rug three weeks ago, which was showing available to ship, however, it doesn't have a valid tracking number and no estimated delivery date. I spoke to customer service and they were very polite but don't know what happened to my rug—they think it is in Ohio the past week. UPS customer service told me West Elm paid for the shipping label but didn't ship the rug yet.

Over 3 weeks of an online purchase, I still havnt received any updates on my furniture. Called the customer service who were more than useless. I have no idea where my furniture is and when it's getting delivered. Horrible service. Never purchasing from them anymore.

We bought the Drake sofa the end of October 2018. They assured us we would have it by Thanksgiving or the first week in December. Well Christmas was coming and we were having a houseful. The sofa showed it was in Salt Lake but the warehouse could not deliver it until after Christmas. We have a truck so I begged to let us pick up the sofa ourselves. After talking to several "manager" we were given special approval to pick up.

We picked up the sofa on December 19,2019. By mid January the fabric looked horrible! It is piling and sagging.

On February 9,2019 I called the City Creek store, since that is where we ordered it. I was given a customer care number to call. I called that number only to find out it is just for store associates. I called the store back and was given another number. It took about 45 minutes to file a report with a very nice customer service lady. She said I would receive an email with instructions on sending pictures in.

On February 14,2019 we still had not received the email so I called again. The report never got filed? Really? Another 30-45 minutes and I filed a new report and immediately got the email.

On February 16,2019, I sent the pictures as instructed.

On February 20,2019 I had not heard anything so I resent the pictures as instructed.

February 25,2019 STILL had not heard anything. I called the direct line that was given to me on February 14,2019. That line is for Pottery Barn shipping issues. NOT West Elm. Got transferred to West Elm. That was the wrong department. Amy said she would stay on the line to get me to the correct department. She just transferred me to The wrong area. That person. Didn't get his name. Transferred me to a rude woman in the Southern CA area. Also the wrong area but she assured me that she found my emails and sent them on to Northern CA which is the correct area. This ordeal was 36 minutes. What a waste of time!

Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.

We explained what was happening. He was EXTREMELY nice and really wanted to help us. He told us he would contact corporate and find a solution. I left there feeling so much better.

3/6/19 I get a call from the store manager that he is having Pauline Hill from corporate contact me. 3/6/19 Pauling calls me and tells me to send more pictures. 3/7/19 I send the pictures to Pauline. She confirms that she has received the pictures and that she will review and get back to me.

3/11/19 I call Pauline for an update. No response. 3/14 /19 I call Pauline and ask for another update. No response.

3/20/19 I email Pauline asking for a response. 3/23/19 I get a response from Pauline that West Elm does not cover piling of their fabric and that they would send me a complimentary fabric shaver. I feel so taken advantage of. What a waste of our hard earned money and time.

This is a 3 month old couch that looks 10 years old! It looks so bad that we have it covered with blankets. I am blown away! I plan on sharing my horrible experience with everyone I know.

The sad thing is we choose West Elm because we thought they had good reputation. Turns out they don't. After googling West Elm fabric I found that many others have had the same issues as I have. I guess I know why you don't have reviews of your products online. So disappointing!

We ordered a smeg toaster mid November from West Elm. At the time I was notified that it is a non-returnable item. The order successfully went through. 3 weeks later I contacted West Elm because there was no item shipped nor a tracking number. I found out that any third party item they do not offer tracking numbers on nor can they offer any update on the order status. I was told it would be received by December 18th and most definitely not to worry about not having it for Christmas. I called back on December 20th, giving it a couple of extra day for holiday delays. I was informed again that they have no way of tracking or gaining information on this item. I was promised it would be here by Christmas or someone would be letting me know otherwise. I was in contact with a supervisor who then emailed me the same information. I responded to his email within 30 minutes of receiving his, as of 12/26 I have yet to have him send me a reply. I contacted again the customer service number and was told again, it would be here by Christmas or I would receive communication otherwise but beyond that they could not give me any information other than it was ordered and not returnable. I then called 12/26 and was told they would be able to "request" the item to be cancelled but have no way of sending me a confirmation of the cancellation request or documentation of our discussion. I was informed they have no way to send emails to customers with updates or any kind, ever. So, this is where I stand, they may or may not cancel my order, they may or may not fill the order. There is no time frame as to when I will have an answer to the status of my order.

Ordered an item online in July, turns out it was on back order until November. Fine, I waited till november, called again, now being delieved end of november, called again end of november, now being delieved sometime in december, when? No one knows. Everytime on phone for 1 hour before any one picks up. They are a joke.

The sofa looked so nice in the store, but it wasn't as nice when I got it in my apartment. Still nice, but not as nice.

My mother bought me the Organic Shaped Dinnerware for my wedding, full service for 12. I ended up sending back the mugs and dinner plates. I returned the items 6 MONTHS ago. I have spoken with customer service 5 times, for up to 45 minutes each time. They had poor records, name misspellings, the wrong address despite having previously shipped to me. I still have not received the merchandise credit for the dinner plates. I did receive a apology merchandise credit for my hassle, but not the actually credit. Unbelievable. I'm working up the energy to call them for the 6th time to try and get my return.

In addition, in the 6 months I've owned the dishes, I have three bowls and a plate chip, crack, or break. (Compared to my sister's Crate and Barrel which has gone 13 years with no chips or breaks). I was very disappointed in the quality.

THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED.

We ordered the tall bed frame online in March 2011 and last week the left side split in half when my fiance sat down. It's now propped up with a short stool and a textbook.

We called Friday and spoke to a customer service rep and she said she would have her manager call us back in 2 hours. Noone called back. In fact, when we called them again they didn't even have a record that we called!

This time my fiance asked for the first AND last name but she refused to provide it. Supposedly they are sending UPS to come pick up the bed next week.

We boxed up the bed frame and called West Elm again so they can arrange for UPS to pick it up. We told them there were 2 boxes and they repeated it to confirm. When UPS arrived they said they were only told we had 1 box. So we had to call them again. They finally picked it up. In the end they refunded the money for the bed for the full amount. Regardless, it was a nightmare.

West Elm has everything and it is all quality. The moto "you pay for what you get" is 100% true. Between Pottery Barn, West Elm & Williams & Sonoma & Grandin Road my house gets furnishined. Chic, quality, different and there is ALWAYS something new that you "just have to have". A lot of people would be crying at paying $109.99 for pillow covers but they last. We use our home, we live in it. The rugs we bought from West Elm have brought such pops of color and have held up so well that I do love to tell people where we got them. I don't like to decorate like everyone else, I love color and bright open spaces. It exudes happiness and if you go to West Elm you feel happy. Go to their website you are happy. I have had to return something because it did not fit in but I guarantee I bought something else. Customer service is excellent, I have never had a problem with them. It goes back on my card immediately. Love, love, love WE!

I thought West Elm was supposed to be a higher-end professional company but clearly I'm wrong. I notice so many negative reviews but I ignored them because I didn't buy furniture. I only bought household decor and bedding so I didn't think I would run into any problems but unfortunately I did. I gave 2-stars because the company has really unique products that you can't find anywhere else, but the quality is hit or miss and at $200-300 bedding, West Elm has disappointed me with their quality.

First of all, for the prices they charge, I'm shocked shipping isn't free. They tried to charge me $18 to ship me 4 hand towels that weigh almost nothing. There's no reason for this. Return shipping ins't free either. Ok fine, I tolerated that due to the nice products.

Second of all, for the prices they charge, not everything is "high quality". I made the mistake to believe that just because a company charges more, their stuff is better quality. This is wrong. A lot (not all) of West Elm's products are manufactured the same as generic stuff sold on Amazon by other third-party brands. I already fell for multiple websites scamming me into thinking a higher price means better product; don't make the mistake I did. Have reasonable expectations because not everything from West Elm is worth the price. For the items that are unique such as their bedding, the quality is superior hit o miss. I purchased their "Tencel Cotton Matelasse Duvet" a year ago in a set that cost over $250. I only washed it ONCE yesterday following the warm water wash and medium heat dry. The material looks terrible now; it's not as soft, the texture is bumpy, and it faded badly! See the pictures I attached. I was so upset!

Thirdly, something is wrong with their customer service, fulfillment centers and warehouses. They backorder literally every single item I buy without even notifying me ahead of time. When the items finally shipped out, they sent me the wrong items. I received the wrong cushion from them TWICE and I had to go to a UPS location to return the wrong product, TWICE.

Fourthly, I then made a order of 6 items and was so excited but I had to cancel the entire order because almost everything was backordered for half a year with no notification. I had to email and call them up to get them to cancel and even then, they just cancelled and didn't even tell me. They put things up without notifying customers of backorders until the order goes through.

I love West Elm's products but their customer service has gone downhill and they are always lying about products being in stock. If they can't even get my small order correct, I highly doubt they can get furniture orders right and based on so many negative reviews, West Elm is incapable of fulfilling large orders. They exhibit signs of a company that's slowly failing and likely going to close. I suggest everyone to cancel your furniture orders by disputing it with your bank or credit card company. As for bedding, I would suggest to use gentle cycles and avoid washing their blankets and covers so often; I tried to contact customer service to perhaps replace the duvet cover that got ruined but West Elm disabled email contact off their website and the live chat says "an agent will be with you shortly" but it never happens.

Note: The photo I added shows the duvet cover washed/dried per instructions against the pillow cover I didn't wash yet. It faded so badly and looks years old compared to the unwashed.

Quality products and good prices. I've purchased from them several times and did have to return one item I didn't think fit the description but I was reimbursed with no hassls

Have ordered quite a few pieces from West Elm. Even the stuff listed as "in stock and ready to ship," usually isn't. Had an issue with a damaged piece, and though West Elm was initially really responsive about the replacement, they then went silent for > 2 months, and I kept having to reach out to remind them I was waiting on my replacement. I also ordered a furniture piece back in November. The delivery date changed 4 times with no communication to me from West Elm as of why. Finally was delivered in May. They charge $200+ for their furniture delivery... you would think they could communicate better about any delays. I would not recommend buying furniture from them, though they have been quick to ship other items, like curtains and picture frames.

When outfitting my new place I liked the look of some dishes West Elm had. I ordered over $500 worth of cups, plates, and bowls. They came in and looked very nice. Within a few weeks the first chip appeared when I barely bumped one bowl against another. Pretty soon more of the bowls are chipping. The mugs are poorly made and rock when set on a flat surface. One bowl suddenly developed a large crack through the whole side and had to be thrown away. Unfortunate that after six months I'll be ordering all new dishes. Too bad, I was looking at a couch from West Elm. I certainly will be buying nothing else whatsoever from them. When I contacted customer service with my complaint, they said I was outside of the 30 day return window, so they will be helping me in no way.

Tracking indicated a 12/5 delivery date for the item ordered. Did not receive the item and a few days later tracking indicated the item was back ordered. I attempted 2 phone calls, hanging up after a 20 minute wait. Two emails received no response. I then emailed their parent company and finally received a response (no longer in stock), and a refund. Ordering online from West Elm is not worth the trouble.

Look closely at what you are buying tou can see that the price and quality do not match. If you don't intend on using your furniture much or you really love the look of something and don't care that it will fall apart sooner rather than later then by all means go ahead and buy.

I've ordered online and been in the stores. The sales staff is extremely helpful, and the merchandise is ultra-cool without the ultra-price.

Beautiful products and store layout and appearance. Staff is discriminatingly selective with the help which is to be expected from such an upscale establishment with such lavish furnishings from the exotic East side of Brooklyn, China. Price per piece is fair when you carry a Visa Black card with translucent gold shimmering infinity credit limit.

I am frustrated that there is an automatic 10% up-charge for shipping and then a frequent surcharge beyond for furniture items. An item that was just within my budget is suddenly out of my budget. I have not been disappointed with their quality though, as others have.