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1.8 Based on 205 reviews
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  • Customers like
    • Design aesthetic 9
    • Merchandise 6
    • Product design 5
  • Customers don't like
    • Customer service 35
    • Late delivery 13
    • Delivery 11
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Terrible company. Non- responsive customer service (which is non existent anyway). Will not work with you to correct situation. They will hang up on you. They will not correct the situation. They will lie to you about solving an issue. They will never cancel your order. Under NO circumstances, do not ever ,ever buy from them. They have no control over their suppliers anyway. They are a middle man and do not stand by their service nor the... Read more

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Bought Mid Century Modern Dining Table, 8 Tate Dining Chairs, and Luther Coffee Table and Side Table. Style - love it. SERVICE - the worst in the industry. 10 phone calls to regular customer service and 2 to Corporate Customer Relations - as of this morning, unresolved. Had to explain the entire issue each time, up to 45 minutes per phone call. Not worth my time to keep reexplaining to multiple agents. Never has an agent offered to get me a... Read more

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I give up. I've been patient and polite and it has gotten me nowhere!!! Ordering furniture from your company (west elm) has been by far the worst retail experience of my life. I ordered a bed frame on August 20th. Despite promises thru out checkout of free shipping on the final page I was charged for shipping. When I asked why I was told it was because the piece was back ordered. So you charge patient customers more?!? Makes no sense but... Read more

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  • From mobile
  • Nov 15
  • #955354

I have ordered online for west elm before, now when I try and order, it says my email is invalid .. I receive emails every day from west elm .. I called, no help. I've written , I got a link to how to order online!! Beyond frustrated

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I was quite certain that these pillows must be faux fur until I called the store and was told that they are real fur! I am horrified and dismayed that a supposedly forward thinking store would carry a product that causes animals such pain; these animals are bred, raised and slaughtered for multi colored pillows and chair cushions. When faux fur is readily available and accepted, why would you go back to the dark ages? Shame on West Elm and... Read more

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I had been happy West Elm costumer since its inception, having ordered other furniture in the past, but after my latest experience, I will never shop there again. I placed an order for a futon on 8/12/16 and it was finally delivered on 10/12/16. That weekend my husband tried to assemble the frame, but it turns out that the pre-drilled holes were not properly aligned. I called customer service to report this issue and was told that the... Read more

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I ordered the Peggy Mid-Century 79.5" Sofa in July 2016, at the time of the order the estimated delivery was 10-14 weeks. Since then the estimated delivery has been delay three times. I've called customer service several times to obtain a status update and to cancel my order. Customer service has told me that at the time of the purchase I didn't understand the delivery timeline. This is upsetting because I most certainly did. I'm not going to... Read more

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I have the "Modern 6 Drawer Dresser" and decided to move it to another bedroom, upstairs. Much to my surprise and distress, I learned the drawers are NOT removable!!!! It is a very, very heavy piece of furniture and being able to remove the drawers would have made it manageable to carry up the stairs. Very disappointed in this West Elm piece that sells for $1000 to be made in a way that makes construction easier/cheaper but makes things hard for... Read more

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  • From mobile
  • Oct 30
  • #945956

West Elm has one of the worst customer service department ever. The representatives sounds sleepy, have us repeat our issue every time, theY just don't care. My over all experience with Westelm has just been a big inconvenience and filled with lies.

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I purchased a Frankie Chair at West Elm, which was a special order. When the chair was delivered, it was not assembled. I tried putting the legs on but they would not fit. I called West Elm, they insisted they would. i called my handyman and he came over and he could not get the legs to fit either. I called West Elm again. I was told that there were two sets of legs for the Frankie chair and they would send me another set. When they... Read more

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