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1.8 Based on 177 reviews
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  • Customers like
    • Merchandise 5
    • Design aesthetic 5
    • Product design 4
  • Customers don't like
    • Customer service 32
    • Late delivery 12
    • Delivery 11
  • From mobile
  • 23 hours ago
  • #907252

Item on my registry was marked as purchased but never arrived. After waiting on hold for 30 minutes (and being disconnected onece) I was informed that the item was out of stock. They never notified me and also failed to notify the person who purchased the 200.00 item!! Rudest customer service and apathetic attitudes. Just ridiculous. Never, ever, again! Bye-Bye, West Elm!

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Poor customer service!! Purchased a dining table a few months ago and when picking up they said that it was sold and they will have to reorder and will take a few weeks, after a month I called and they said that it will still take a few more weeks and if I wanted to pick another table??? That is what I call poor customer service, I will never buy from West Elm again!! and at the end the customer service representative was rude because I did not... Read more

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After waiting 3 MONTHS for my custom fabric Peggy sofa (and receiving no call for delivery, but instead reaching out to the co. to find out when it would be ready- only to be told that it had been sitting at the warehouse- but whatever) it arrived w/ one back cushion deformed and appearing to not be completely filled- and many loose buttons (one of which popped off after 3 days). After calling customer service and then having to talk to a... Read more

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Bought a nice couch and a table in a store -Tysons Corner, VA. Nice experience, good help. A table was in stock but delivery was to be a month and a half later - didn't question. A Couch - 3 months! again, didn't question bc changed fabric. However, got online 2 months later and saw that the table is a warehouse for the last 3 weeks! When I called they just said that they wanted to deliver everything at one go! but they charged us twice for... Read more

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So, I was considering buying something from West Elm online. All over the site they were advertising if you sign up, using google or facebook etc, that you would get 15% off your order. So I sign up, which gives them access to my google contacts. I confirm my e-mail address twice! I place my order but no discount. I try and convey this to customer service, I go back and forth about 5 times. Finally someone just says, well we send you a code for... Read more

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I didn't need help assembling the console, I can screw in 8 screws on my own thank you very much ! I was forced to purchase this "service" so I can actual order the item. If I didn't purchase the home delivery I would have had to wait even longer for my furniture to arrive. Also why on earht are you charging your "customers" fees to delivery multi items, AGAIN what a rip-off. It took the two guys less then 5 minutes to do out on street and... Read more

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I have not had one single good experience when ordering anything from West Elm. We ordered patio furniture that was supposed to arrive the first week in July- it is now late August, and we've missed almost the entire 'patio season'. West Elm has lost one of the pieces and will not ship our other 2 pieces without it. I have spoken with 6 different people over the past week - promises that this would be delivered and we would be called back, all... Read more

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I ordered the Lars Mid-Century Modern desk in May. Received PART of it at the end of June. NO DRAWERS! I called delivery department, delivery driver, and called as well as emailed west elm customer service--NO RESPONSE to my inquiries about where the drawers are, whether I can get the desk EVER! I finally got through after 75 minutes on hold (45 mins, then 30 mins). I spoke with someone who assured that I would receive a full replacement... Read more

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Purchased patio furniture online with PayPal account. The following day got a notification from PayPal that the monies had been put back in the account. When called, their customer service person said they put the wrong price on the purchased item and would have lost money had they completed the transaction. Their solution was a 15% discount on a new purchase. Of course there is nothing else that approaches that price. Sounds like "Bait and... Read more

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The West Elm customer service in Austin and on line is joke. They have no understanding of customer service. The GM in Austin, Texas is rude, arrogant, and condescending. He is a total egotistical ***. He is more interested in letting you know he is in charge than in helping you with the situation. I have tried to do business with the store in Austin on two separate occasions and in both instances the manager was difficult. He is unprofessional... Read more

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