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My boyfriend and I are honestly flabbergasted. Neither of us has ever received such horrible customer service. At no point during the process have we been treated remotely like customers, much less customers who spent quite a lot of money on a couch. We had a couch...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,A member of our Elevated Support Team has reached out via private message to assist you with your order. We look forward to hearing from you.Thank you,Allison from West...

1.4
I liked
  • Sectional design
I didn't like
  • Delivery and customer service
#1101412
We purchased a Harmony Sectional which was in stock and ready for next day pick-up from West Elm at City Centre, Houston. during the Memorial Day sale May 21st and as of September 14th, 2017, we STILL have not received it! When we went to pick up on May 22nd, the sofa...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,So sorry to hear of these issues with your West Elm order! A private message has been sent with my contact information so I may further assist you. I look forward to hea...

2.1
#1101029
I ordered 4 pieces living room furniture on March 7th, 2017. Sales representative assured me they would arrive within 8 weeks and I received first shipment on June 2nd with one piece missing. It took me several phone calls to push them to understand what happened to...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Please accept my apologies for the delay with your order. I have sent a private message with my contact information so I may further assist. Please feel free to reach out at y...

2.2
#1100785

West Elm - Cheap quality

West Elm
#1068807
2.1
Details
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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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 - Buyer beware

West Elm
#1049732
1.0
Details
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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Advertised vs Delivered
Customer service
Delivery Service
Price Affordability
Value for money
Website

West Elm - Rug shedding

West Elm
#1041780
1.6
Details
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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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

King Size Linen Duvet Cover Review

West Elm
#1012744
1.4
Details
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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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
I found this website while looking for a West Elm address to file a small claims court case, and was inspired to see WE representatives responding to customers. In my case, WE responded with a few e-mail promising a new sofa asap, but the sofa never came and now WE...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hi- I am so sorry to hear of this disappointment in what should have been a happy purchasing experience. A private message has been sent to you regarding your post. Please rev...

2.7
#1096730
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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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

We are sorry to hear of your disappointment. A private message has been sent to you regarding your post. Please review your private messages as we would like to help.The West ...

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
  • Customer service wait times
  • Customer service
  • Shipping
#1085980
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