West Elm Reviews

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Terrible online system, Terrible online/phone customer service.

Made a purchase on the retail store from Melbourne and the staff create an online account for me to complete the order. Was fantastic retail store staff service. Unfortunately when i get back home i realise that they didn't put my info correctly to the system and order invoice. Rang their customer service as suggest and leads get a replied from williams sonoma a customer service name Kelsey Van Cleef resent me twice invoice with the wrong information and told me to create another account so that i can have the correct information instead of fixing the issue. She also told me to contact the designer on the retail store for further technical enquire...
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ID
#459587 Review #459587 is a subjective opinion of poster.
Location
Darwin, Northern Territory

No refund on shipping either way

I love shopping in the store, however I don't recommend shopping online. I ordered a duvet cover that wasn't exactly what I wanted. I not only had to pay to ship it back, I was informed I would not be reimbursed for the initial shipping cost. Pretty bogus! Bla bla bla. Bla bla bla. Really? Now I can't even submit a complaint without some Bull s...! I'm liking them less and less. Need at least 100 words? I think they are asking for unwanted trouble. Short and sweet is usually better for the retailer. Oh and blow off!
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ID
#453863 Review #453863 is a subjective opinion of poster.
Loss
$45

Horrible costumer service, delivery not as promised (in time and manner)

I order Tillary sofa and cushion. Don't be fooled, cushions are really the back of the sofa since this is modular and they are 50 pounds. I was offered in-home delivery and much to my surprise, when I checked the website I found out it was sent via UPS. Called costumer (dis)service, they said it would be sent via in-home delivery. Not arrived on promised date, they said it should be sent via UPS not in-home delivery. Asked to talk to manager and she refused to take my call. Two problems: I am handicap and cannot take these heavy items three flights up by myself and there is no elevator. I am not home during UPS delivery times so I cannot receive it. Would I have to pay someone and arrange to have someone to take these items up, take one day off to wait for UPS when they decide to deliver? How much is that going to amount to? and if this wasn't enough, costumer service has given me the runaround, sounding caring and knowledgeable while they know nothing about what is going on. Well, I could go on but this is the synthesis of the horror story with West Elm.
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ID
#453203 Review #453203 is a subjective opinion of poster.
Location
Boston, Massachusetts
Product
West Elm Sofa
Loss
$200
New Reviewer
Update by user Nov 14, 2013

They've been really good about replacing things. And the sofa arrived earlier than their latest estimate, within the original time window they provided.

I still don't understand why delivery takes so long, but West Elm is hardly alone there.

All-in-all, now that...

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1 comment
#806823

Crosby sectional sofa - I have had this sofa for about 9 months. I upgraded the fabric one level up.

The sofa was priced at $2,499. 25% off sale and free shipping. Total cost was around $1,750. I really regret buying this sofa.

It is wearing really bad. The cushions are all misshaped from very mild wear (I live alone). Everything about it screams cheap. The arms are round, as opposed to squared and fitted.

The seating cushions are such poor quality that they have sunk and formed pot-hole like formations.

The cushion always look wrinkled and misshaped. I would not buy this sofa.

ID
#452556 Review #452556 is a subjective opinion of poster.
Product
West Elm Sofa

HORRIBLE Customer Service

I ordered 4 curtain panels from West Elm. The first delivery all 4 of the panels had laws & had to be returned. The second delivery 1 was flawed & 1 was the wrong length. It took a week & a half to receive this order. The third delivery - would you believe not correct? DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM! DO NOT BUY FROM WEST ELM!
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ID
#447655 Review #447655 is a subjective opinion of poster.

Longest delivery

I ordered a bed from West Elm, expected delivery date 1-3 weeks. The bed was not delivered to my house in this time. Instead it is sitting in a warehouse nearby and I am waiting the delivery of an over-committed and incompetent delivery service (Excel). Our order will not be delivered for another 2 weeks. I am thoroughly disappointed and will not order from West Elm ever again. Customer Service was also impossible to reach and provided no compensation or apology for the inadequate service. I am still waiting and am unclear whether Excel will follow through. I am so pissed!
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ID
#447413 Review #447413 is a subjective opinion of poster.
Location
Ashburn, Virginia
Service
West Elm Delivery Service
New Reviewer

Pity those who ordered from West Elm for big occasions

Pity those who ordered from West Elm for big occasions
West Elm is positively pathetic. We had a 20 year family reunion coming up and needed a new sectional for the big occasion. We made the purchase decision based on the fact that we would have at least 10 weeks for delivery. (Company claimed 8-10 weeks for delivery) Called around week 8 and was told we would get a phone call for delivery the following week. Nothing happened so we called in week 9. Was told we would get a call the following week. Called in week 10 and there was no update that showed the furniture had even been shipped from the manufacturer to the delivery company. Still holding up hope that the furniture would be delivered soon for the family reunion because as anyone knows, these days, it's almost impossible to just buy something off the shop floors. Spent at least 4 hours during week 10 to see if there updates. Nothing, nothing, nothing. Last bit of information we got was the manufacturer indicated that the sectional would only be ready to be shipped in 2 weeks (that would make it a total of at least 14 weeks since ordered was placed). God knows how much longer it would take for it to be delivered. We had no choice but cancel the order, and we had to purchase a sectional from a West Elm competitor in a hurry, which means we couldn't take advantage of sales, discounts, and coupons. Of course, now that we have cancelled the order, West Elm is not responsible for us so forget about compensation. At the end of the day, we were suckers whom West Elm strung along for 2+ months, who ended up having to run around town to buy something workable at FULL PRICE. If we knew we had to do that, we could have saved ourselves the grief of having to deal with this god awful company. I CANNOT say enough HOW DISMALLY PATHETIC and DYSFUNCTIONAL WEST ELM IS so if you are smart, only place your order if you have a great coupon and can wait for a very very very long time; or save yourself the trouble and order from the competitor, or even Craigslist.
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ID
#445713 Review #445713 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Product
West Elm Sofa
So I went online to buy just a small, inexpensive wool rug with eco-friendly mat, and found one that I thought was pretty nice on West Elm. I had never bought anything from them before and thought, what the heck? Ordered my rug and found it in front of my door only 3...
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ID
#440722 Review #440722 is a subjective opinion of poster.
Location
Los Angeles, California
New Reviewer

Sectional Nightmare on West Elm

I wanted to buy sectional with the left arm chaise and it turns out "LEFT" arm is a special order and I have to wait for 10 weeks and PAY extra $. Not to forget that because the item is not in their store they charge ME so they can ship it to their store. West Elm is a nightmare to work with. West Elm is disrespectful to their consumers and have a terrible business model. West Elm is arrogant and their stuff is not even the BEST quality, they just look good. What is the point in showing the items if they cannot sell it to you. i don't think that shopping should be this complicated. At I am super pissed!!!!!!
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ID
#440675 Review #440675 is a subjective opinion of poster.
Location
Newark, New Jersey

Worst company ever

I have moved to a new apartment, want to fill it, ordered a couch months ago, was thrilled to see that it was ready a month ago....and then I waited. And waited and waited. It has taken forever to ship this from Missouri, and the best part is, I live in New York City, and the couch has been in New Jersey for an entire week. Customer service reps either 1) don't care 2) can't give you information or 3) claim that the computers are down. Seriously, I don't know how a company so seemingly good is so bad, especially when you get such wonderful service as a rule these days.
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ID
#440658 Review #440658 is a subjective opinion of poster.
Location
New York, New York
Product
West Elm Sofa

In Stock - doesn't mean You'll get it

West Elm - In Stock - doesn't mean You'll get it
DO NOT BUY ANYTHING THAT YOU CAN'T TAKE FROM THE SHOWROOM!!! We ordered a bed that was "in stock and readily available" and were told that it will take 2-3 weeks do deliver it. The shipping company would contact us when it's close by. 2 (!) Months later we were told that the item hasn't shipped yet, but we should definitely get it in another 1.5 weeks. Problem is - the bed is exactly the kind we need so we agree to wait. Time goes by. No communication either from W.Elm or the shipping company. Call W.E. Customer Service - they sound surprised and tell me that the item is "on the loading doc" of the Excel Shipping and I should have been notified by now. "How long has it been there?" - more than a week! Call Excel - they are very nice and helpful. Yes - they have 2 out of 4 (!) pieces (by my count it should be 7 all together). Apparently those have been collected around the country in various warehouses like a furniture scavenger hunt. Excel has no idea When they will get all of them - Only West Elm knows that delicious secret. Call West Elm again - "Yes the pieces have been shipped". It will be another 2 weeks. Customer Service is polite but annoyed at me for being tired sleeping on the floor. I understand their frustration - People demanding the items necessary for basic creature comfort are the worst.
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ID
#439465 Review #439465 is a subjective opinion of poster.
Location
Seattle, Washington
Service
West Elm Shipping Service
Loss
$1300
New Reviewer

Horrible delivery and Customer Service

I ordered a upholstered headboard from West Elm in early May 2013. Two months later, at the estimated delivery date time I had not heard from the company about delivery. I emailed customer service and was told not to worry, that the delivery company would be contacting me at some point. No one could tell me where exactly my order status stood or who else I could speak to. Three weeks later I spoke with Customer Service per the phone number provided. The woman answering my call could not tell me anything and promised to call me back. She did call me back an hour later and expressed that she didn't realize that I was a furniture customer and that she couldn't help me. I asked her why exactly she didn't realize that I had a furniture order since we had been discussing my headboard not having been delivered... At any rate, she gave me the correct furniture customer service number with apologies. I then called that number and waited 47 minutes on hold for someone to answer. The gentleman who handled my call also could not give me an answer except to say that my order was sitting in a terminal somewhere in Denver. He passed off the information that whoever was their delivery middleman would contact me eventually and West Elm could do nothing to help me or find my order. I am livid that a so-called "high-end" furniture store could have such horrible service. That's a lot of money to spend to feel like you're getting fleeced with no way to rectify the situation. Horrible company. Will NEVER spend another dime in their stores, online or otherwise. I will post to every online website that I can to discourage others from patronizing them, as well as filing a complaint with the BBB.
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2 comments
#699732

I'm not sure what your complaint is? It usually takes a long time to get a custom order anywhere.

Were you given an exact date it would be ready or an approximate date? West Elm is not high end either, it's very middle of the road. I have ordered from West Elm and had no problems but agree, not great customer service but I didn't try to call, just waited and they called, said they were coming, and two people delivered my furniture. I hope you get your product.

I have learned in life, when someone says "an hour" except three or four and you'll be a happier person.

:)

Room and Board has awesome products and customer service, FYI.

#886188
@PissedConsumer699732

It's just unfortunate that you have to wait 10 weeks to get a piece of furniture that you spent $4000 on and then have to deal with rude customer service when you want more information on when you can expect delivery. Unprofessional, disorganized, and dishonest. Is this really someone you want to do business with?

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ID
#437503 Review #437503 is a subjective opinion of poster.
Location
Denver, Colorado
Service
West Elm Delivery Service
Loss
$730
New Reviewer
Ordered a chair, takes 8 to 10 weeks to make, fine. Have ordered from other companies before like this and they always, ALWAYS let you know when the item has shipped. Not West Elm, they just shipped it, no notification, sat outside in the rain all day, as miracles...
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1 comment
#1044157

West Elm doesn't have the option to buy online - pick up in-store, and they charge $26 for the shipping. It's 2015, who does that anymore in the retail world..?!

ID
#436217 Review #436217 is a subjective opinion of poster.
Location
Omaha, Nebraska
Product
West Elm Chair
I ordered a love seat in December 2012 and did not receive it until June 2013. I made 35 phone calls altogether to west elm to no avail and the only thing that worked for me was filing a complaint with seven on your side. Within two weeks of filing a complaint with...
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ID
#436175 Review #436175 is a subjective opinion of poster.
New Reviewer

Never received order

I ordered a daybed at the beginning of April 2013 and was told it was on back order until the end of May. I patiently waited and at the beginning of June was contacted by their home delivery service to arrange a date for them to deliver. My date was scheduled for a Saturday in late June. The day before my order was to be delivered, I noticed that the bed was refunded to my credit card. I emailed the home delivery person to make sure I was still scheduled to receive the bed, and then sent an email to customer service to see what the problem was. I was told my CS that the bed was put on back order again (I questioned how this was possible since home delivery said my bed had arrived at the warehouse). They said the bed would be back in stock at the beginning of July. By late July I had not received a shipping confirmation and my order still showed up as on back order on my account. Once again, I reached out to CS (they never made any attempts to notify me of the status of my order) only to bed told that the bed was completely sold out and would never be coming back in stock, so no bed for me. Ever. The lack of communication and timely updates from West Elm was absolutely appalling. I continuously had to follow up on my own. I am also whole-heatedly convinced that they gave the bed that I had scheduled delivery for to another customer. Why else would I be told that it had arrived at the warehouse??
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ID
#433999 Review #433999 is a subjective opinion of poster.
Service
West Elm Shipping Service