Anonymous
map-marker Cincinnati, Ohio

Deliveries late, items damaged, items missed assembled

After driving 4 hours to choose 2 furniture items from a store and order, 2 months later....none have been successfully delivered. I have had to track down items. One is custom made and a 3 month wait is pending my cancellation. The other...a different story. It was supposed to be delivered upon arrival at the shipping hub in Columbus OH. I had two track it down and push them to even set up delivery. They missed their date and we changed a vacation to be availalbe to recieve. The entertainment center was in pieces and banging around in the back of a truck. They were in a hurry to get to next appt. The furniture was miss assembled, the top was put on backwareds. I had to convince them it was wrong showing them the installation instructions. In reassembling, they broke off the dowels required to secure the joints and was going to let it fly until i noticed it and told them it was ruined. At that point, they said they didnt have time to deal with it and needed to get to their next appt. They took it back. After waiting 2 weeks for a reorder, the new center was delivered...but this time...they delivered a desk....wasnt even the entertainment center I ordered. I called the help desk and requested a supervisor contact me to resolve the issue. I have been waiting 2 days to get the call. I don't know how West Elm remains in business. I will most likely be cancelling a order for a couch. They have my money. They have not delivered my items. Nor are they providing any remedy. Help me understand how these companies can take up their customers time, take the money, and fail to provide the goods purchased? They did remit the delivery charge for the item...wow. Bless them. Of course they should. However I still do not have the merchandise I paid them for.
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Reason of review:
Problem with delivery
Anonymous
map-marker Orlando, Florida

DO NOT BUY FROM WEST ELM! You will go through *** and still never receive your order!

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If anyone is planning to make a purchase with West Elm, do yourself a favor and RUN for the hills. Please learn from our terrible dealings with this company and save yourself the hassle! My husband and I spent over $10,000 furnishing our new home with West Elm furniture. We ordered all of the items in store at the Orlando location on November 26th. It is now January 12th and there are items we STILL have not received. Almost everything that we ordered was either out of stock indefinitely, on back order, or they were no longer making it period. After making multiple edits to our order to account for the out of stock items, we were finally hopeful that our luck would turn around. We purchased the items on our newly-opened West Elm credit card because they offered a special 0% financing deal for 12 months. We received our first bill this month only to discover that we were NOT given the 0% offer because the employee at the store never indicated it during our purchase. We were never notified of the error. When we called the store, they said they couldn’t help us and we had to call the number on our credit card. We called the number on the credit card to be told they would look into it further, it would take 60-90 days to investigate, and they cannot guarantee that the end result would even be favorable (favorable??? THEY were the ones who screwed it up in the first place!). Also, in the mean time we are expected to continue making our payments on time (including interest) even though we have yet to actually RECEIVE all of our furniture! Last Thursday, January 8th, we had what was supposed to be our final delivery (we had 3 previous delivery dates for other furniture from our order; each charged an individual delivery surcharge). The delivery drivers showed up with our headboard, bed frame, and dressers for our master bedroom. One piece of the bed frame was cracked upon arrival. The driver said he would let the warehouse know that they needed to deliver a replacement bed frame and schedule YET ANOTHER delivery date (aka, another day I have to *** work). I called the warehouse to schedule the bed frame delivery. They set me up for Sunday, January 11th. I received a call from the delivery driver during my allotted 2 hour time frame saying he would be at my house in 30 minutes. I sat home for the entire day and he never showed up. I tried calling him several times from the cell number he used to contact me that morning and he would not answer. At this point I called the warehouse to find out what was going on. I sat on hold for a total of close to 2 hours with various representatives. Each told me they could not reach the delivery driver, he would not return their calls or their e-mails, and that they had no idea if he would actually be showing up at my house with our bed frame that day. I was hung up on not once, but TWICE when I asked to speak with a manager about the issue. The final call I made I found out there was not actually a manager on duty that day, but they promised to give a note to the manager to address first thing Monday morning (today). They stated the manager would be in touch with me. I waited until noon today and never received a call from anyone. I called customer service and explained my entire situation. I never was given so much as an apology. The manager, Julianna, stated there were no notes that my bed frame was delivered cracked and they had no record of my scheduled delivery on Sunday, January 11th. She also informed me that the bed frame I needed replaced was now on back order until MARCH!!! I said that was unacceptable and they needed to send me another bed frame as soon as possible for all of the trouble we have had getting our furniture. She said they did not have a similar bed frame they could send me, but she would “look into it” and call me back. After 3 hours went by without hearing from her, I called her again and was told she hasn’t gotten anywhere with it yet, and would be out of the office tomorrow, so someone else would call me tomorrow with an update. Given their track record of never once calling me back over the last month and a half, I highly doubt I will receive a phone call tomorrow, and in the mean time my husband and I continue to sleep on the floor like we’re camping. Had we had any clue that this company would be so absolutely AWFUL to do business with, we would have never given them a dime of our hard-earned money. If we ever get the bed frame and area rug that they still owe us, we will never set foot in a West Elm store again. Please, I beg you, do not order from West Elm. Their products may look pretty, but I assure you it is not worth the *** you will go through to get your items. If you cannot buy it in their store and carry it out with your own two hands, then don’t buy from them!!!
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Reason of review:
Poor customer service, poor delivery service, problem with payment, overall experience

Preferred solution: Deliver product or service ordered

1 comment
Guest

I have been through a similar nightmare with West Elm. In July I ordered 2 headboards and bedframes.

In August I ordered another one. After many mistakes, hours spent on hold or getting unsatisfactory customer service, and 6 delivery visits from West Elm, I finally have all 3 bedframes and headboards.

My first order was placed July 24 and it is now mid January....Products were delivered to wrong warehouse, items went on backorder, items arrived cracked or crushed, and one bedframe was incorrectly set up. NEVER AGAIN.

Anonymous
map-marker San Rafael, California

Mattress Review

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I ordered a daybed and mattress in May and they still have not been delivered and it is past mid August. I have spent hours on the phone. They are completely incompetent. Beware dealing with this compiany.
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Reason of review:
Order processing issue
Anonymous
map-marker Los Angeles, California

West Elm 6 Drawer Dresser Review

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I've bought a few things from west elm and am surprised by the poor quality of the items. I bought their gold utensils which quickly started to rust. I also bought bedroom 6 drawer dresser and the drawers do not stay in. They continuously open up. I should have just shopped IKEA had I known better.
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Reason of review:
Bad quality
Anonymous

West Elm: The Story of the Expensive, Imaginary Couch

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Purchasing items from West Elm is like throwing your money into a black hole. You're not sure where your money went and when that realization hits, you're almost not sure how you got into the situation to begin with. I made a "special order" for a couch almost immediately after I moved into my new apartment and I was already a bit wary of being 8-10 weeks without a couch. Everyone I talked to said it would be "totally worth it" though, so I figured it wouldn't be that big of a deal after all. However, about 2 weeks into checking on the delivery status, hoping for a happy surprise (maybe they're such an awesome company that they pushed production forward faster) I came to a horrible discovery that they'd actually pushed the delivery time frame out by another 2 weeks (making it 8-12 weeks before delivery). I was not happy that I wasn't notified and I wasn't expecting the silence with the amount I was spending on this couch. So I contacted customer service and they told me that everything was fine and that on "their end" they're still showing the original delivery time frame. They assured me that I can expect it to come "on time." I could slap myself for being naive and believing them. I contacted them numerous times on different occasions, pointing out that I continued to observe the delivery time frame being pushed back (12 weeks+). After the 3rd month of conversations that go no where and empty reassurances about my couch arriving on time, I told them I no longer wanted it. I finally made the call to try to cancel my order and *miracle* the representative said she empathized and would go ahead and put a note on my order to cancel it for a full refund. She sent me an e-mail stating that she would call to confirm when the credit was authorized. <--Key word: AUTHORIZED. Four months into the order, I see the charge for the couch I had called to cancel during the 3rd month. I tried to reach out and I received no response. So here I am...writing the review for a couch I never received, was told I'd get a full refund for, yet am still being charged for. TLDR: Tried to buy a couch, was charged for an imaginary one instead.
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Cons:
  • Refund policy
  • Customer service
  • Misleading
Reason of review:
NOTHING.
Anonymous
map-marker Littleton, Colorado

Awful Customer Service

Worst customer experienced ever , Buyer beware I order a $500 coffee table nearly a month ago, It was supposed to be shipped in 3 days. Still no coffee table. I have called customer service 6 times to resolve. They refuse to refund my money. They also lied and said the product shipped, but when I called UPS, they told me they had never picked up the product from West Elm, they said The shipping dept at west Elm simply printed a shipping label. Now I am waiting in limbo, with no product and no money back. Worst customer Experience Ever.
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Loss:
$428
Reason of review:
Poor customer service
Anonymous
map-marker Brookhaven, Georgia

West Elm - Tv Stand Review from Brookhaven, Georgia

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As the other reviewer stated, buying furniture from West Elm is like throwing your money into a black hole". And I would have to agree. I didn't have any issues with delivery and the people at the store were very accommodating when I called to order directly from the store, which actually wound up saving me about $200. I purchased the white wood child TV console, which looks really good on the website but not so well in person. The issue I have is when I went to pick it up it was boxed in separate parts, and for $1100 I would expect a piece of furniture that price to be preassembled, I'm not buying something from target/IKEA ya know? After getting the monolith home and realizing that it was going to take almost 30 to 45 minutes to put it together and I saw how cheap the furniture really is I realize that I probably could've saved $500 if I bought something similar from target. The white lacquer finish is truly not a lacquered finish, as it scratches off very easily. I feel totally ripped off and it's not worth the money that you pay for it or the aggravation of having to put together furniture that should already be preassembled at the prices that they're charging.
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Reason of review:
Damaged or defective
1 comment
Guest

That's what that surcharge of $100 is for. They put it together for you.

But, you got it shipped to store and saved $200 and therefore didn't pay for white glove. So, yeah you have to put it together.

And what do you think lacquer is? Concrete?

Anonymous
map-marker Los Angeles, California

Worst customer service EVER!!!!

I have never in my life had to write a bad review of anything, this experience was so awful and maddening I must warn others----DON'T DO IT!!!! Don't waste your time or money on such a horribly run company. It has taken me countless phone calls and multiple shipments to replace missing parts for a simple curtain rod, and after 4 separate shipments, I still do not have the parts!!! AND upon receiving the last incomplete shipment, I called customer service and the woman hung up on my just for asking to speak to a manager. I will never waste my time or money again!! I have to mention, not once did I complain or act uptight in any way, if anything I was trying to treat the whole situation with humor....it didn't work, every single person I spoke to was rude and ignorant.
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Loss:
$170
Cons:
  • Customer service
  • Customer service poor packaging
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Delivery was fine, dresser is cheaply made and overpriced

I ordered a small dresser from West Elm, part of their wood tile series. Having never ordered furniture from them before, it was a test piece.

The item did take awhile to be ready for shipment, a little over one month from ordering to being ready for delivery, but overall the delivery and communications were fine. I'm just very underwhelmed with the dresser and feel I have overpaid for what I received. The item does not look like the picture -- it's an uglier color in real life.

The drawers do not open smoothly and the whole thing just feels cheap and flimsy. I will not be ordering any more furniture from them.

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Reason of review:
Pricing issue
Richey Xhi
map-marker Vancouver, Washington

West Elm Bedding Review

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My white sateen sheets arrived with what looks like dried BLOOD on them. Gross. I was told they would rush ship me new ones, so that I would have them by the weekend. They never arrived.
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Reason of review:
Damaged or defective
Anonymous
map-marker Grand Rapids, Michigan

Shipping delay...they actually forgot to order the shipment

I placed an in-store order for furniture and was told the delivery (to store for my pick up) would be 2-3 weeks. It is now going on 5 weeks. When I followed up (2 times now - once by phone and once by visiting the store) they told me they forgot to place the order to ship it to the store (but they were quick to take my money - go figure!). I will never walk into that store again or recommend it! I was excited about this store coming to town - not anymore! Breton Village Shopping Center (Grand Rapids, MI)
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Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

Shipment delayed by west elm

been promised shipment of a sofa to a new York apartment for months now...

straight answers seem to perplex and stump west elm's customer service

people...have been given numerous delivery dates and now the company can't

come up with a date at all...unsure even where order is...

very disappointing...can not recommend this company at all...

multiple answers from its representatives...not one accurate...

also the folks who are supposed to answer questions are arrogant and

seem unwilling to divert from a script to allow the customer to speak...

even the corporate office is unable to help with this issue...

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Loss:
$800
Reason of review:
Problem with delivery
Tangy Xic

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Jeddah, Makkah

Bed Review

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West Elm - Simple Review #1425116004
West Elm - Simple Review #1425116004 - Image 2
I bought a bed from your shop 10 days ago from ur branch jeddah Saudia arabia They brought it with a missing part (leg) they promised to bring later I called few times Promises no response Dr kandil 009665****6122
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Reason of review:
Damaged or defective
Anonymous
map-marker Evansville, Indiana

West Elm Loveseat Review from Evansville, Indiana

Ordered a West Elm Marco love seat in late Juneand was notified that it was to be delivered on July 27th. Two days before delivery was scheduled both by phone and email, I received a call that the Loveseat was damaged and delivery would be delayed. Subsequent notification that the item would be delivered on August 10th. After further phone and email confirmation, we were just notified, 2 and one-half day prior to delivery, that a replacement item is not available. This company has no credibility!!! Unfortunately, they, William Sonoma and Pottery Barn all seem to be one in the same which significantly limits ones ability to order furniture on-line. Meanwhile my inbox is loaded with their promotions. They offered me a $100 credit that I will never use. Stay away from them
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Reason of review:
Problem with delivery
Anonymous
map-marker Austin, Texas

Delivery

Their customer service is horrible. They are happy to take payment but the customer service department for furniture is a disaster.

I have called upwards of 20 times and get a different story every time. I would not care if they said that it would be X day. But they can't give you a timeframe. I have been told to expect the sofa to be ready for delivery in a week then oops it's damaged and now backordered.

One rep asked me to call and try to track it down since there was nothing showing in her system! I asked for a supervisor and they say the supervisor will call me back but cannot tell me when that will happen (day, days, month). They really do not seem to care at all about the customer. I had a feeling that I should have just cancelled the order when this all started a month ago.

I will never order from them again. Buyer beware.

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Reason of review:
Problem with delivery
1 comment
Guest

I agree that the customer service in the furniture department is the worst.

They do not care about you as the customer. All they care about is making money.

If you are asking anything regarding reimbursement you will not get anywhere. They talk about customer service and all, I mean all, they care about is getting your money.

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