West Elm Reviews

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Worst company I have ever ordered from.

I ordered a sofa online and three months later I bagan calling to find out where it was. All I heard on the phone was that they needed to check with the vendor and get back to me in 3 to 5 business day. They never got back to me. Finally the order was cancelled (so I thought). Last month a delivery company called to schedule delivery. Turns out my credit card was charged. Called West Elm Customer Service and was told again it would take 3 to 5 business days to process and they would contact me. Two weeks later and I just called again. Same story. I had to dispute the charge with my credit card company.
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ID
#427851 Review #427851 is a subjective opinion of poster.
Location
San Francisco, California
Product
West Elm Sofa
Loss
$1800

Backordered Until Never!

I can't believe this company is still in business! I've been waiting about two months for curtains whose arrival has been pushed back four times with little to no explanation for the delay! The worst part is that they have never contacted me when the "arrival" date comes and goes—I have to continuously follow-up and am given excuses that range from "our vendors have not yet shipped the merchandise. Unfortunately, there's nothing we can do," to "We can't issue you a credit for the delay." Huh?! I'm never dealt with a company that refused to take so little responsibility for their own incompetence.
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ID
#424939 Review #424939 is a subjective opinion of poster.
New Reviewer
I had seen the Baxter Sectional on West Elm's Website for over a week at the clearance price. I contacted customer service to see if it was an error or for just one piece. The woman I spoke with said no that is the correct price. So on 5/22/13 I placed my order. ...
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ID
#420649 Review #420649 is a subjective opinion of poster.
Location
Cleveland, Ohio
Product
West Elm Sofa
Loss
$584

Worst customer service I've ever experience

After spending thousands of dollars at this store, and opening a credit card, I expected much better service. I haven't even received my furniture yet and I have complaints about their phone customer service (rude, wouldn't let me finish my question), email service (boiler plate responses that had nothing to do with my question), delivery scheduling (when the associate didn't care and was perfectly comfortable with me having to call back 2 more times and spend over 20 minutes on hold because she didn't want to help me), and chat (as unhelpful as ever). Instead of seeing the value of a customer that's so interested in their products, instead of trying to treat me well so I keep shopping, they've made me so angry at this point i want to return my items and cancel the card. I can't even get the contact information for a complaints escalation department. Nothing. USELESS and horrible.
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4 comments
#669773

I take that back the two headboards I purchased were upholstered. They were white and held up great.

#669771

I notice you shopped at a Miami location. I bet $100 it was the midtown location...I bought 2 beds w/frames, 2 chests, 2 parsons desks, a bookcase and two chairs from there about 6 years ago.

The furniture quality is absolutely fine but the customer svc is something you will remember till the day you die. I bought my pieces and paid for them to store. When my house was ready I called for the furniture. The furniture was never stored.

They located similar pieces (some in diff colors) I paid to get them lacquered the color I paid for on my own. But get this, when I called during the "finding stage" this very animated male with an attitude started whistling while I explained what was going on. Seriously. I wasn't *** either so it wasn't like he had reason.

I couldn't believe the gall. Stay away from midtown is my warning....try dadeland.

I have purchased a ton of things from West Elm and its all great. I have not purchased anything upholstered though.

#670058
@PissedConsumer669771

Lol and a dresser and another bookcase...(it was a long time ago). Still have furniture too.

It worked out great. Actually in the market for new furniture that's what led me to here.

#667021

West Elm terrible customer service. No follow-through by West Elm, no returned phone calls by West Elm either from customer service associates or from supervisors.

My West Elm order seems to have disappeared into a giant West Elm vortex never to be heard from with promised delivery date having long expired. No one at West Elm seems to be able to provide a straight answer about when/if my order from West Elm will be shipped.

Sorry I ever ordered anything from West Elm.

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ID
#418838 Review #418838 is a subjective opinion of poster.
Location
Miami, Florida
Service
West Elm Customer Care
I ordered a sectional from West Elm to be delivered 6/16/13. A week later they call and tell me that the price was a mistake, but they will honor the price but I have to wait 6 months for that color. They could have given me another color and delivered on 6/16/ but...
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23 comments
#706085

I should have found this sooner: Same thing happened to me, but I was given the option (after much much much much complaining, run around, talking to endless reps, taking to Twitter, etc) for any fabric choice at the $559 price. Couch (all 3 pieces) showed up yesterday.

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ID
#414957 Review #414957 is a subjective opinion of poster.
Product
West Elm Sofa
Loss
$559
New Reviewer
To whom it concerns, My wife and I bought two pieces (Rustic Kitchen Prep Counter, Rustic Kitchen Island) of furniture from West Elm and both have defects… I fixed the defect on the Prep Counter since it was just a poorly drilled hole to support the shelf… but now...
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1 comment
#1003945

I am in the process of assembling a rustic kitchen prep counter. It is as frustrating as putting together an IKEA item: lousy directions, poor fitting pieces...for the money I spent I expected more from West Elm.

ID
#406364 Review #406364 is a subjective opinion of poster.
Product
West Elm Table
Loss
$1000
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
West Elm Jute Boucle Rug Platinum
This rug is a major health hazard and will stain your floor!The rug fibers come apart and go in the air (see attached photos of HVAC air filter). It is a complete respiratory health hazard!The dye in the rug stains the floor beneath it (see attached photos of damage to...
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1 comment
#941914

Having the same issue. Soo tired of cleaning this jute boucle rug. Waste of money!!!!.

ID
#404951 Review #404951 is a subjective opinion of poster.
Location
Livermore, California
Product
West Elm Rug
Loss
$2500

Dirty & damaged couch, careless delivery people

Bought a two piece sectional from west elm for $2500. It arrived with scratched wooden legs, and one of the sections was dirty, and had a yellowish taint to it that could not be cleaned, so it did not match the other piece. It was not packaged when they brought it out of the truck, and I believe they charged me full price and gave me a used floor model or something. They did come back to exchange it, but only the one piece that was dirty, and I felt they should have brought me both pieces new. The delivery guys were filthy and did not have "booties" to cover their shoes. One guy was trying to rip the tag off the original piece, and he was yanking it so hard the whole sofa was slamming up and down on my brand new hardwood floor, and scratched that as well.
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ID
#402123 Review #402123 is a subjective opinion of poster.
Location
Livermore, California
Product
West Elm Sofa
Loss
$1000

Hidden costs ripoff

This company adds ridiculously high hidden costs to orders for furniture and maybe other things. My experience is only with furniture. I bought two twin beds and added costs were: $30 each!=$60 for "delivery charge" Aren't they going to the same address? YES Shipping and Processing= $33.80 ???? Shouldn't this be part of Delivery and shouldn't filling out "processing" be a normal part of doing business? That is almost $100 beyond the cost of the merchandise! Outrageous! Yes, I knew about the extra charges but I was in a desperate situation. I will not shop there again. And I will make sure everyone I know is aware of this. If you can't carry it out, don't buy it!
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ID
#400125 Review #400125 is a subjective opinion of poster.
Location
Manhattan, New York
Service
West Elm Delivery Service

Still waiting for Bloody Mary Mix Delivery -over 72 days

I placed an order for their new "Market Place" Holeman-Finch Bloody Mary Mix on December 18th. I still have yet to receive it. They kept pushing back the delivery dates from December 26th, to early January, to February 1st, then for the last 25 days it says "shipping soon". It is now almost March. I have wasted time with their customer service department writing them 3 times. NOBODY CAN TELL me when I am to receive my product. Take the product off the website if you can't deliver it. I have never had such a horrible, frustrating experience in my life. Do not shop there!!!
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ID
#388494 Review #388494 is a subjective opinion of poster.
Location
Los Angeles, California
Service
West Elm Delivery Service

Damaged Bed Frame with Missing Pieces

I ordered a bed frame which was delivered totally dinged and damaged on pretty much every piece, but was just left as an eyesore by the delivery guys. Moreover the bed was delivered missing the bed slats which meant that it was completely unusable even though I had house guests who were supposed to have been staying over last weekend and instead had to go stay at a hotel. I was assured multiple times that a replacement would be delivered on an expedited basis--which needless to say did not happen. Then I received about half a dozen calls, including multiple incredibly irritating automated calls, informing me of the delivery day and time window. As a result I had to juggle my schedule and make arrangements at work in order to accommodate this delivery. To top it all off, I get a call this morning telling me that the delivery--scheduled for less than 24 hours from now--is now cancelled because in fact they do not have the item. So they scheduled a delivery with no item to in fact deliver? And after I call customer service and get transferred through no fewer than 4 people and multiple hold times, I'm informed that in fact one of the components of the bed is on back-order and can't be delivered until at least the end of March. So after all of this hassle I'm left with a complete piece of junk in my house. I'm so baffled; if this was some sketchy, little company or Craiglist transaction, I could begin to understand. But how on earth has West Elm become as successful as it is with a complete lack of ability to run its business in any kind of remotely rational way?
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ID
#388172 Review #388172 is a subjective opinion of poster.
Location
Los Angeles, California
Service
West Elm Delivery Service
Loss
$1000

Waited 8 weeks for total *** furniture

West Elm - Waited 8 weeks for total *** furniture
I ordered two upholstered chairs from West Elm. As advertised, I waited 8 weeks for their delivery. When they were delivered, the minor assembly required was not possible because the pieces were so shoddily made that could not fit together (i.e. legs too big to be fitted into corresponding holes and then bolted). Customer service - so far- has been NO HELP. They keep saying - "Oh, those items are shipped directly from the manufacturer" -- as if that is my problem. Its been 3 days since I submitted the photos of the defective products -- no word from them.
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ID
#385586 Review #385586 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
West Elm Delivery Service
Loss
$1000

The worst customer service I have ever experienced

Customer service is good until they make the sale, And that's where it ends!!!!!! Furniture was not delivered on time when it did get there some if it was damaged. Pieces were missing they could not find them nobody knew where they were everybody's blamed everybody else. Employees at the Miami Store were rude Not helpful And half of them were just plain incompetent. When it came to returning something that was a nightmare all its own! We will never ever ever shop at west elm again!!!,!,!,!,!,!,!,!,!,,!, Not sure if all West elm stores are this way but the Miami location definitely is
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1 comment
#724789

How horrible! Did you die because of it.

From your tone, it felt it was a matter of life or death. I had the same experience but I was able to work with the staff and my experience was turned around and I was happy with my product. Sometimes class gets you far my friend. Put things in perspective buddy and get yourself a life...

its just furniture.

Hope you find solace and join a support group that can help you put the pieces of life together after this crippling experience. LOL

ID
#385187 Review #385187 is a subjective opinion of poster.
Location
Miami Beach, Florida

Terrible "Customer Service"

My boyfriend and I are moving into a house soon, so we ordered a duvet cover set and a couple kitchen items from West Elm. We were a little confused when about a month went by and nothing had been charged to our credit card, and we had no tracking number or anything, so I emailed West Elm asking what was going on. They replied with a bounce back email stating that their records indicate that our order had been shipped out, and to call a phone number if I had further questions. We still hadn't received anything about a month and a half after our order, so I tried emailing again, getting the exact same bounce back email. Not from a real person. So I called the number they supplied to find out it wasn't in service. When we finally tracked down a way to contact them, they told us that their shipping partner, fifty one, had lost our order. We were extremely frustrated, having waited over 50 days for our things, we expected some kind of incentive to shop with West Elm again, or at the least an apology. We got neither. This was the WORST customer service I have ever received from an online company. I will never shop with them again, and I would suggest others not to either.
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ID
#381229 Review #381229 is a subjective opinion of poster.
Location
Edmonton, Alberta
Service
West Elm Shipping Service
Loss
$150
New Reviewer
I purchased a $400 "high quality" wool rug from west elm in July, 2012. I have had it in my living room since and I wanted to love it but I hate it. It will NEVER stop shedding. I don't mean a little bit, or normal shed like other rugs, I mean ALL the time and all...
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4 comments
#734823

I did get in touch with corporate and they sent out a kit to return the item for a refund. They appologized for all of the hang ups and the bad service.

Overall it was a wonderful resolution and I'm happy to say they do stand by their product or your disapointment of it. I won't be buying textiles from them anymore but if I fall in love with furniture or something else in the future I won't hesitate to buy just because of this incedent.

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ID
#371081 Review #371081 is a subjective opinion of poster.
Location
Oceanside, California
Loss
$433