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I bought a Henry sleeper sofa. It was supposed to take 10 weeks. When the delivery window opened, I inquired about when the sofa would deliver. I was told that it was only the beginning of the window and that I would be contacted. A week after the delivery window...
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1.0
#1089505
West Elm - Terrible Quality.  Terrible customer service.
West Elm - Terrible Quality.  Terrible customer service.
Do not purchase this couch!!! I have only had my Crosby Sectional for two years and the zipper on the cushions has already broken. No one,and I mean NO one, from customer service had been helpful. One store employee had attempted to help me resolve the issue but no one...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,We are sorry to see the zipper broke on your cushion after 2 years. We would be happy to help you with replacing the casing- send us your order details to support@westel...

2.0
#1088680
West Elm - Unable to reach customer service
I have been trying to reach the customer service of West Elm for 2 hours now. They have put me on hold 3 times, each lasting 15 minutes. I cannot reach the store where I made the purchase either. All I want to do is schedule a delivery for my sofa. (They usually send...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello Dilara,Again, I do apologize for the issues you have encountered with this order. I have attempted to contact you to address your concerns not only through this website...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello Dilara,I'm truly sorry there have been issues with your West Elm order. I have reached out to you through this website, as well as by phone and email. I would like to...

1.0
I didn't like
  • Shipping
  • Customer service
  • Customer service wait times
#1085980

West Elm - Cheap quality

West Elm
#1068807
2.1
Product is very liht weight and cheaply executed. Flimsey. Also the cushions are of poor quality. This is dorm room furniture. Throw after 1 year.
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West Elm - Buyer beware

West Elm
#1049732
1.0
They advertise sale prices. But will not sell the item for the advertised price. They add a "white glove" delivery charge. You cannot pick item up in store for advertised price. Then at check out they add Another 10%. FALSE ADVERTISING!
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West Elm - Rug shedding

West Elm
#1041780
1.6
Mini Pebble Jute Wool Rug, 152 x 244cm, Natural/Ivory Do not buy this rug! It sheds lots of fibres and stool is a year later. It will fill life with fluff. No refund, no exchange given.
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King Size Linen Duvet Cover Review

West Elm
#1012744
1.4
This company has a hard and fast 30 day return policy-even if the product is defective. I honestly don't think "normal wear and tear" is the appropriate description for a duvet cover that is shredding after five months of use. I think "cheap *** made in China and sold at exorbitant prices" is probably more accurate.
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I bought a Crosby sofa from West Elm after it turned out that my beloved Room & Board Clarke sofa was too big to get into my new apartment. I loved the look, which had the same scale and mid-century modern vibe. Within 6 months, the main full-length cushion looked like...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello Shanda,We are sorry to hear that you are having issues with your Crosby sofa. We'd like to look into this for you. Please send your order number, and best contact numb...

I liked
  • Style and design
I didn't like
  • Keep hanging up on me
#1085218
I purchased the Henry Sleeper sofa in August 2016. It was delivered on September 15, 2016. I have the sofa for a total of nine months now. I travel a lot for business, therefore, the sofa might be getting a total of five months use, and I live alone. This sofa is so...
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aimeeng
aimeeng

Ahh....I just received my replacement seat cushions, thanks to Kayla! It's perfect!! I now love my couch again!!

aimeeng
aimeeng

I have been in communications with Kayla at West Elm Social Media Team since I posted this. It looks like the problem will be resolved soon. I'll keep you posted.

3.4
#1074224

Resolved

Ordered a couch in January. It was delivered April 15 without the hardware to attach the legs. Promised a replacement would be expedited, but when it wasn't received, we called again and learned Westelm submitted the replacement to the "wrong department." We have been...
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Williams-SonomaSocialTeam
Williams-SonomaSocialTeam

Hello,I am very sorry to hear about this experience as well as the delay receiving the appropriate hardware needed. I have also received the information you have sent by email...

1.5
#1068156
I ordered a sofa and chaise in early April, timing the order to be received in our vacation home in Florida in June. The salesperson confirmed with us that the order would be delivered within 8-10 weeks which coincided with our vacation. Our work schedules do not...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,I am very sorry to hear about this experience. I would like the opportunity to assist you in making this right. If you would like further assistance i have attached my c...

1.2
#1060916
Your shipping cost is 10% of your order cost. Period. That means if you order a lamp that costs $100 your shipping is $10, but if you order a lamp that's $400 they charge you $40. Both lamps. Same labor costs. Same actual shipping cost. 4 times as much. I've have never...
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Anonymous
Anonymous

That's not actually true according to the shipping fees information. It's 10% on orders over $200. A $100 item has a $17 shipping fee. I'm not saying it's fair, just that it's...

#1042937
West Elm - Item Damaged After Purchase
West Elm - Item Damaged After Purchase
West Elm - Item Damaged After Purchase
Disappointing customer service. I bought a great floor model buffet only to have it damaged by the employee who loaded it in my car. After sharing my story and pictures, the store suggested I buy touch up paint and move the drawer to the bottom to hide the damage. My...
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Contact West Elm

Headquarters Address:
West Elm
3250 Van Ness Avenue
San Francisco, CA 94109
Phone:
(877) 451-9519
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We ordered a $500 table for our studio apartment and it didn't fit the space as well as we'd hoped. No worries we thought, we are well within the return window. We'll just return it, and so our journey begins. Feb. 23rd, we called West Elm to arrange a return and were...
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1.8
I didn't like
  • Response times
  • Customer service
  • No promised call backs or follow up
#1028174