West Elm Reviews

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Excessive shedding from rug

Experienced shedding in the first 6 weeks and was told we were out of the exchange period. Website says to expect shedding but it will stop in 3-6 months. Fast forward 6 months and it's worse than ever - if we get too close to the rug, we are covered in sharp fibers and they get into our throat - horrible and potentially dangerous. It's the "Jute Diamond Rug" : https://www.westelm.com/products/jute-diamonds-rug-t5343/

User's recommendation: AVOID AT ALL COSTS.

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ID
#2112783 Review #2112783 is a subjective opinion of poster.
Location
New York, New York
Product
West Elm Rug

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Broken new bed and mattress

West Elm - Broken new bed and mattress
Update by user Sep 04, 2020

After several attempts, West Elm sent us a package, hopefully with all the spare parts that were missing.They didn't communicate with us, nor informed us about when their crew will come back to assemble it.

Original review posted by user Aug 04, 2020
The brand-new bed broke a few months after purchase. We had to contact Customer Service at least height times before they scheduled a delivery, five months after our complaint. The new bed frame was delivered today, and we were so chocked that there were essential parts missing like the screws. The company in charge of the delivery called West Elm in vain. We are left with a dismantled bed, six months after it broke. We've been sleeping almost on the floor during this whole time. West Elm products are of very poor quality. Not only that the products are mediocre and unsafe, their customer service is incompetent and unable to resolve simple queries such as replacing a broken bed. They are not even going to refund us for this poor product and delivery. We don't know how many more months we will have to wait. They didn't even offer to pick -up the broken bed and mattress for free and we had to incur costs. This is utterly unacceptable.

User's recommendation: Don't buy any of West Elm's products.

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1 comment
#1922859

Which bed is this? Is this the Grid Tufted??

We were just sent a Grid Tufted with misaligned screws, an uneven centre post, slanting slats and best of all it is shorter than specified online so we can't fit a mattress. This is criminal.

ID
#2098510 Review #2098510 is a subjective opinion of poster.
Pros
  • Design
Cons
  • No solutions offered
  • Hangups
  • Customer service and delivery
Loss
$847
Preferred solution
Deliver product or service ordered

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Horrible customer service

The company offers no explanation as to why it has taken over three weeks for my furniture to travel from LA to Boise.

User's recommendation: do not expect to be treated well by West Elm customer service. Actually, as far as I can tell, they don't even have a customer service department.

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ID
#2096643 Review #2096643 is a subjective opinion of poster.
Cons
  • Despicable customer service
Preferred solution
Deliver product or service ordered

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I ordered 5 pieces of furniture and 1 bedding item online. AT the time I ordered, 1 furniture item and bedding were noted to be back ordered until late August/early September but all other items were scheduled to be delivered in July according to the order summary. My...
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ID
#2091458 Review #2091458 is a subjective opinion of poster.
Cons
  • Worst customer service in memory
  • Clarity of post order charges
  • Follow through
Preferred solution
Let the company propose a solution
New Reviewer

I can not get a call back or email response to a 1,500 sofa.

A sofa purchase . All I get is emails asking how my service was ? When I asked for a call or return answer . I am told incorrect email . I have tried calling and am out on hold
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ID
#2084963 Review #2084963 is a subjective opinion of poster.
New Reviewer

Worse delivery - 0 competence

We have now spent 3 different days waiting for our media center. Every time a different excuse on why it's not here. 1. We don't have it available in the warehouse 2. We gave it to someone else. 3. You had a delivery today? There is 0 organization and no one will let us speak to a manager. One rep said "good luck with that request ". .. What the heck is going on???? We have literally spoken to over 12 different representatives and each one has a different story or excuse. We will NEVER EVER buy from the organization again. Fyi... still waiting on our media center

User's recommendation: Go somewhere else, it's not worth it.

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ID
#2080388 Review #2080388 is a subjective opinion of poster.
Loss
$1200
Preferred solution
Deliver product or service ordered

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New Reviewer

TERRIBLE

Waited 6 months for an order, cancelled 3 times, when it finally arrived it was missing a piece and they could not assemble it. Now I am sleeping on the floor. NEVER BUYING FROM WESTELM EVER AGAIN. WORST CUSTOMER EXPERIENCE IVE EVER HAD IN MY LIFE

User's recommendation: NEVER BUY FROM WESTELM.

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ID
#2059529 Review #2059529 is a subjective opinion of poster.
Cons
  • Terrible experience
  • Misleading
  • Rotten appalling customer service
Preferred solution
Let the company propose a solution

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Outdoor Pillows

Dont Purchased an estimated $500.00 in outdoor pillows and all of them faded in less than 45 days. They all look like they are several years old. This is totally unacceptable. West Elm should credit my money back as I would be more than happy to send all of these faded pillows back to you.

User's recommendation: Don’t purchase outdoor pillows from West Elm.

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ID
#2036175 Review #2036175 is a subjective opinion of poster.
Pros
  • Look of items
Cons
  • Quality
Loss
$486
Preferred solution
Full refund

Horrible customer service

Office chair less than a year. They ordered a new one, it got canceled, they ordered another one and now they say it IS ON BACK ORDER UNTIL OCTOBER AND WEBSITE HAS CHAIR ON SALE AND SAYS READY TO SHIP AT THE END OF AUGUST. IF I want a refund I can't take it back to the store I purchased it from. REALLY. DO NOT BUY FROM WEST ELM

User's recommendation: DO NOT BUY ANYTHING CHEAP POORLY MADE.

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ID
#2024837 Review #2024837 is a subjective opinion of poster.
Location
San Antonio, Texas

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Couch delayed 6 months SO FAR

I ordered a loft sectional on January 4th. It is made to order, so the eta for delivery was feb 16-March 4th (as eta for shipping is 7 weeks on their website). Note that had this been delivered on time, this would have been prior to all of the covid-19 drama. However, on March 6th, 2 days after the delivery window ended, the order tracking still showed the initial order received status, and the delivery window wasnt updated. I called customer support, who offered no explanation for the delay. After the call, I noticed that the delivery window was pushed an additional 7 weeks - as if the order hadnt truly been processed until I called them in March! Since then, I have called them about 6 times, and no meaningful updates have ever been provided as far as my order status goes. I am located in NYC, which was under lockdown for a few weeks and wasnt allowed deliveries. On the west elm order tracker, my order has been in transit from the distribution center for literally 2 months already. I was already charged for the couch a few weeks ago, which I thought meant that the delivery was imminent, but I was mistaken. Customer service at one point tried to tell me that regardless of where the couch is, they cannot deliver it anyway because of this lockdown. However as of today, the lockdown is lifted and furniture delivery has resumed, but the couch is still nowhere to be seen, and no one at west elm seems to offer any information about a realistic timeline for when I can expect to receive it. Every time I call them, I am on hold for at least 30 minutes before I eventually speak to someone who literally just tells me the same useless info that can be seen directly on their website. The fact that they cannot tell me where this couch is, and when their own delivery will be completed, is absolutely unacceptable. Had I read reviews beforehand, I would have NEVER purchased a custom made couch from them, and I certainly will never make this mistake again. A true nightmare.

User's recommendation: Do not waste your money. Go to eq3 or another equivalent store.

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ID
#1996983 Review #1996983 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Customer service and delivery
Preferred solution
Deliver product or service ordered

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Refusal to cancel order placed in March when they could not deliver until late June mid july

I canceled 2 orders immediately upon notice that the items were actually not in stock and would not arrive until late June mid July. I was in need of the items sooner and called to cancel immediately. I purchased other items now I see that they are not showing up as canceled and I have been on hold daily for hours getting pushed to different departments with no resolution. I will not be accepting these items and would like to know how to be sure that I am not charged for items I do not wish to purchase. Horrible customer service. I have purchased quite a bit in the past but will likely cancel my account after this ordeal.

User's recommendation: Over priced and horrible customer service.

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ID
#1995188 Review #1995188 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Your inability to provide a product or solution for any issue
Loss
$915
Preferred solution
Full refund

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The WORST COMPANY FOR SERVICE

We purchased a couch last October for our daughter's apartment. When visiting in December we realized the foam seat on the couch on the longer seat was mis-cut. The couch sagged and the fabric gaped when sitting on it. I sent pictures to the customer service department, was told they received it and would be replacing the foam piece. I called a month later to find that the idiot had never placed the order. I started all over again with a manager. Long story short the replacement is still not replaced, even though the couch is still being sold on the web site. I have left three messages for their corporate office, but they really don't care. DO NOT BUY WEST ELM

User's recommendation: GO ELSEWHERE.

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ID
#1905721 Review #1905721 is a subjective opinion of poster.
Location
Horsham, Pennsylvania
Loss
$47
Preferred solution
Full refund
New Reviewer

Extremely Late Delivery, unhelpful customer service, no satisfactory compensation

West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
West Elm - Extremely Late Delivery, unhelpful customer service, no satisfactory compensation
I ordered a sectional, two tables, and some other stuff for my new apartment in December 2019! There were plenty of fabrics available for the sofa, but because I wanted to have my sofa soon, I skipped my favorite option, and Briana helped me to choose a fabric that was supposed to be delivered in mid-February 2020. My wife and I were so excited about it, and she even got the west elm credit card for this and future purchases. The initial delivery time period was February 7 to February 21. About February 14, I noticed that the status of the sectional is still "Custom Build Scheduled," meaning that the building process had not started yet! I called the customer service, and I was told that probably it's only a system update issue, and I should wait until the end of that period. At the end of the initial period, the delivery time was updated and pushed for one whole month!!! I was really shocked and called the customer service again, but I was told that it's beyond their control. I even called the warehouse to see what the problem is, and they did not help me. I think I called more than 20 times and talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that it's not under their control, and they will make some calls and return to me, which most of the time didn't happen. The only thing they did was sending the two tables (which I could have a month before if there was no sofa!) that I ordered and were kept for the sectional to be delivered at the same time and waving the shipping cost. The tables were delivered on February 25, but they could have been delivered at least one month earlier if they (people in charge) knew about the delay in building the sectional. I even asked them to cancel my order if they cannot guarantee that it arrives by the new estimated time, but they told me that it is a custom-made order, and I cannot cancel it. Finally, I could contact Carolina, who is a supervisor in customer service. She told me she would investigate the case to find out what is wrong and when my sectional will be delivered. On March 12, she called me and told me that the item will be ready in a week and will be in the delivery center one week after that (March 26). The week after that I called the delivery center, they told me they have the sectional, and they scheduled my item to be delivered on March 31. But a couple of days before that, I received a call from the delivery center saying that the item is still at the distribution center, and they canceled my scheduled appointment. The estimated delivery date also changed for the 4th or 5th time, showing that it will be delivered from April 2 to April 16. I called Carolina again, and she told me that one part of the sectional had arrived, and the second part is in Georgia and will arrive soon. I waited for one more week and contacted the delivery center again; they told me they could schedule an appointment for April 9 because the second part has left Georgia and will arrive at the delivery center soon. However, on April 8, they called me and mentioned that the second part had not arrived yet, but they can deliver one part only. That was my only option, so I accepted it. The second part was delivered on April 16, which was exactly two months after the initial delivery time. During these two months, I contacted people in West Elm about 30 times. Every time I was told that they could not do anything at this moment and I need to wait for the sofa to be delivered for the compensation. They kept saying that the delivery time was estimated and not guaranteed. But this extremely wrong estimation convinced me to purchase my sofa from West Elm, shouldn't they accept their fault? They even didn't notify us by email for most of the delivery delays, and we had to check the status of the item every day! I really expected reasonable compensation that can mitigate the significant inconvenience that I have experienced during these months. I contacted Carolina on April 16, but she didn't answer my call, I contacted her again on April 17 and talked to her for more than an hour. She told me the most she could do is giving me $275 on top of the $237 that was issued before (overall, about 20%). The discount that they gave me already can be found on their website! So, long story short, I ordered a sectional about four months ago, the delivery time was postponed several times, no one helped me about this, I couldn't cancel my order, I had lots of worries and discomfort about this purchase, I cannot like my sofa as I could initially!, and I would have never purchased a sectional from West Elm if I knew about this.

User's recommendation: Don't buy a custom-made item from West Elm, the time estimations are not in accordance with reality!

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ID
#1875754 Review #1875754 is a subjective opinion of poster.
Cons
  • Very late delivery
  • Wrong delivery time estimations
  • Product ordering misleading
Preferred solution
Price reduction
New Reviewer

HORRIBLE CUSTOMER SERVICE

THE ABSOLUTE WORST CUSTOMER SERVICE EVER. Tiffany, has a very unprofessional attitude and would not let me speak to a manager.
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ID
#1863913 Review #1863913 is a subjective opinion of poster.
Loss
$335
Preferred solution
Price reduction

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DO NOT SHOP HERE

I Purchased several curtain panels from store in the full priced section. Out of the 5 I purchased one of the panels were a different pattern to try in my home. there were several of that pattern in the full-priced section. I paid for all merchandise with no one telling me the one panel was not returnable and there was no marking on the packaging. I went to return it and was told it was a final clearance item and could not be returned. the item in not final clearance on the website but the store has made it a final clearance item. They refuse to take it back or give me store credit. Customer service rep "Lisa" was unwilling to help and refused to let me speak to a manager. This is not a mistake made by me-it was not in clearance not marked clearance but the receipt in small print shows it is non-returnable but they already had my money at that point!!!! I will NEVER shop with them AGAIN!!
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ID
#1798102 Review #1798102 is a subjective opinion of poster.
Pros
  • Great merchandise
Cons
  • Extremely poor customer care and service
Loss
$80
Preferred solution
Let the company propose a solution