West Elm
Reviews and Complaints

I ordered an expensive rug from West Elm, but wound up deciding it was too small for the area. So sent it back and at the same time ordered the next size bigger. I find it very frustrating that they are willing to take my money immediately for a purchase, but will wait up to 6 weeks to return my money! Called customer service and they said there is nothing they can do until it is 'checked in' and that it can take 'a long time'. This is really unethical and I hope that complaints make them change their practice.

Ordered a dresser from west elm and website notified me of availability for delivery the next week. Great, I had a need for it. One week goes by and I don't hear anything, so I call. Customer service tells me I've placed a special order. I say, "no, it's a standard order and delivery was estimated for November 25." Customer service says "I see why you're saying that but the website was wrong, we can't even call about delivery until DECEMBER 21." Crazy, right? I placed the order five days previously and was given confirmation of an imminent delivery. I hadn't received any manner of call from West Elm. In other words, it was NEVER true that delivery could be made remotely when promised. What followed was an insane discussion where the rep conceded the website gives plainly false information about delivery. She added that West Elm is trying to be more "exclusive", which makes absolutely no sense (unless they mean "exclusive" of my business, of which they've succeeded). I cancelled order (or so I think -- stay tuned).

I had ordered a ceiling fixture that was supposed to be hand delivered. About a week after the order was placed I received a phone call from the delivery company offering me one date for delivery, a holiday weekend. I declined that date and was told there were no other options at that time. I emailed WE concerning the delivery and received two non-sense emails totally unrelated to my concern/complaint. Both emails ended saying that the issue had already been resolved. I called customer service the next day and after being passed around between departments I was finally given another delivery date 4 weeks from the time I ordered. I complained to the customer service agent about the emails and was told "that was not her department." I received an email survey and requested to be contacted immediately, nothing. Terrible experience, will never shop there again, and still have not received the fixture.

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...

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!

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.

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!

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!

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.

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!!!!!!

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.

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.