filters
state:
Show
city:
Show
product:
Show
Ordered a couch on Sept 11th, original delivery window was Oct. 26th to Nov. 9th - it was later amended (without letting me know) to Nov. 10th - 24th. It is now Dec 8th and still NO ONE can tell me when to expect my couch. I have been on the phone with Customer service...
Read more
2.7
I liked
  • Style and design
  • Return of damaged products and receipt of replacements was easy
I didn't like
  • Delivery delays and customer service is useless
  • Lack of ownership of issue
  • Post-sale service
#1145123
I've not had the same experience as most of the reviewers. My order arrived on time as scheduled and was installed without incidence. I did call regarding a savings I thought I qualified for and received said savings. I then had a concern about a seat cushion/fabric...
Read more
#1142659
I purchased a bed and the Leesa mattress on Black Friday, both scheduled to be delivered around 12/15. A couple days later, I saw the bed went on a deeper discount for Cyber Monday. Instead of going through the trouble of cancelling the order and repurchasing for the...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello-Thank you for taking the time out to share your experience with us, I'm very sorry to hear it hasn't been a very pleasant experience. I've sent you my contact informatio...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello Molly-I'd like to first apologize for all off the disappointments you've experienced thus far with this order. I'm very sorry to hear your bed will not be delivered in t...

2.5
I liked
  • Product design
I didn't like
  • Customer service
  • Lack of respect for the customer
  • Delivery prediction
#1141321

West Elm - Lucas swivel chair

West Elm
#1145280
Upon sitting in the chair one of legs sheared off exposing defective manufacturing. There is clearly a missed weld or existing crack in the metal that had rusted prior to its finish chrome being applied. I have emailed the company to ask what options they will present to make the situation right. I will report back with their response on fixing this $1000 chair.
Comment
Show

West Elm - Cyber Monday deal didn’t work

West Elm
#1143868
1.4
Details
I entered the cyber Monday deal for free shipping, code “free ride” and turns out I was still charged shipping. I would like a credit back to my card as I feel like a this was a trick to get my order.
Comment
Show
Advertised vs Delivered
Customer service
Delivery Service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Reliability
Staff
Style and Design
Value for money
Warranty
Website

West Elm - Questionable retail practices

West Elm
#1142870
1.0
Details
You absolutely do not want to order from West Elm online. As nice as some if their service reps are, they can not help you. West Elm is duping consumers by failing and outright refusing to cancel orders that they cant fulfill. I can not stress enough that this part of WSM should be avoided at all costs. Do not buy from West Elm!
Comment
Show
Advertised vs Delivered
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
Reliability
Style and Design
Website

West Elm - Never again

West Elm
#1130411
1.0
Details
I will never buy from West Elm again online. Worst service ever. Been waiting over two weeks for a refund for a poor quality product. Chased 3 times was told it would be with me last week. Evidently not. Your customer service is appalling. Avoid this company online!!! The worst.
Comment
Show
Advertised vs Delivered
Customer service
Delivery Service
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Reliability
Style and Design
Value for money

Long story short. Ordered a bed, kept mysteriously being backordered. It's now 2 months later and it's still backordered. Used gift cards to pay for the order. Decided to cancel the order, but never got the card credited back. And now I can't get in contact with anyone...
Read more
Anonymous
Kerry

West Elm records revenue at the time of the order and refuses to cancel the order while it sits in fulfillment status...which can be for months. Contact the FTC. This is beco...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My name is Katie from the West Elm Social Media Team and I am very sorry you have not received your bed by now. A private message has been sent to you for additional assistan...

1.0
#1139332
After sending me TONS of emails after I looked at a chandelier, I finally decided to buy it on Cyber Monday because West Elm was splashily advertising "Free Shipping" all over the site. Surprise, the code didn't work. Then when I called to inquire about getting a...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My name is Katie from the West Elm Social Media Team and I am so sorry for the disappointment the chandelier has caused. I would like to learn more about this experience and i...

1.2
#1138448
I am at a loss for words. My partner and I have purchased a substantial amount of furniture and other products from West Elm over the last 3 months or so for our new home in San Francisco. The delivery experience for nearly all of the products has been a bit painful,...
Read more
Anonymous
Laurin

Just a heads up, they have a policy in which you can't cancel your order while in "fulfillment" status. Give it a try, but I bet their response will be "no." If so, call your ...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My apologies for the confusion with the delivery of your West Elm sofa order. I would be more than happy to look into this for you and provide an update. I have sent you a pri...

1.7
I didn't like
  • Customer service
  • Delivery
#1137804
Purchased three Slope counter stools at the beginning of July 2017. Two of them were defective. One had big round stain on the seat and the other one had a glue or some kind of substance seeping through the leather. Exchanged for new stools of which one was defective...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My apologies for the inconveniences you have experienced with your West Elm order. West Elm stands behind the quality of our products and want you to be satisfied with your pu...

1.3
#1135974
I ordered a chair from West Elm on October 31. It still has not arrived. Whenever I've called to inquire, the company is always having "higher than expected call volumes" and all that happens is that my cell minutes are completely wasted. West Elm does not respond to...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My apologies for the long wait you have experienced. I would love to check on your West Elm order and provide an update on the chair. I have sent you a private message for mor...

1.0
#1135845
I ordered a couch in August and it is now late November. I was told it would be delivered in 6 weeks and we are now in our 12th week. I have placed over 25 customer service calls and my average wait time has been 45 minutes for each call. I have even called the retail...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

My apologies for the delay with your West Elm sofa order. I would be more than happy to look into this for you. I have sent you a private message for more information. Look fo...

1.0
I didn't like
  • Fact that i cannot get my furniture and no one can help me
#1132878
Purchased an Emmerson dining table in Sep..Was told it would be assembled in my presence. Received the table 6 weeks later fully assembled, with nothing protecting the wood surface, or any part of the table (it’s 120lbs!) from damages. Upon further inspection, I found...
Read more
WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

I apologize for the issues with the West Elm Emmerson Tables that you have received. A private message has been sent to you for more information. I would be more than happy to...

2.6
I liked
  • Furniture look
I didn't like
  • Customer services
#1131104