West Elm
Reviews and Complaints
Good quality, horrible service
I ordered a few small things from West Elm a while back and they arrived within a couple weeks with no issue. Alas it came time to drop some big bucks on this coffee table I'd had my eye on for several months. And then I waited. And waited.
3 weeks went by before I heard anything, receiving an email saying it had been delivered. A few days later I got a phone call to schedule my delivery, so I scheduled a day I could *** of work to be at home. I waited all day and around 6 PM I got impatient and made a phone call. Come to find out, the coffee table had failed quality control inspection and would not be delivered. The nice lady on the other end said they'd send me another one as quick as possible. I assumed because they'd screwed up the first delivery that they would rush another one out to replace it. I was ignorant.
After 2 more weeks of waiting, I sent a strong worded email to West Elm. I was informed that my coffee table was on back order till December. DECEMBER. I originally placed this order mid-September when I was told there was plenty of stock. I cancelled it, so I could get my money back (of course they kept it when they shipped it the first time). Oh and thanks, again, for updating me about this after keeping me waiting.
I still want my **** coffee table, even if I do have to wait longer for it. But rest assured it'll be the last thing I by from this company.
Preferred solution: Price reduction
West Elm Delivery Service Review
Failing Customer Service/Inaccurate Order Cancellation/Slow Delivery
Preferred solution: Let the company propose a solution
West Elm Manager Review
Questionable inventory/information
WEST ELM - Worst Online buying experience!
Review from New Malden, England
SOFA TO ARRIVE 3 MONTHS LATE
Oredered a MATTRESS DAYBED COVER, turns out it's not a "mattress daybed cover". Called to return item, got offered a cruise.
Difficult customer service.
Their Couches are Unicorns
Oh and btw, that cancellation? That just happened yesterday. So from May to mid July, no delivery.
Terrible customer service!!
- Merchandise
- Delivery
- Customer service
Unreliable Delivery Service and Evading Customer Service
West Elm's Customer Service is completely unreliable and they only respond to your requests evasively and don't solve anything or answer any questions. They simply just push you off and dodge the issue.
The delivery lead time that they tack onto the order AFTER purchase is absolutely absurd. Once I read it was going to take an additional 4 weeks for the item to be delivered I asked if I could pay more to put a rush on the delivery. They responded and said I "could" but it would be a difficult process for THEM and it's really much easier for them on their end if I pay for the rush delivery at check out, and they ignored my request after that. (Maybe I would have paid for a rush delivery at check out if they had mentioned the item wouldn't ship to me for over a month.)
Nothing bugs me more than companies who think their time is more important than their customer's time.
It says on the tracking info that it's been sitting in the warehouse in Oakland for a week. They told me they don't have anyone in my area (ten minutes away in San Francisco) for another 4 weeks... That's just ridiculous. That means no one in the city of San Francisco has ordered anything from West Elm that's getting delivered for another 4 weeks...??
So then I offered to go pick the item up myself from the warehouse and they said that's not a possibility either. The fact that they can't figure out a way to get it delivered to an apartment only ten minutes away in less than 4 weeks is absolutely absurd and clearly there is some major disorganization and negligence of planning going on over there.
I don't know any other furniture vendor that does that... Restoration Hardware, Pottery Barn, CB2, One Kings Lane- They all delivery ASAP and ask when it's convenient for you and work with you if their delivery time doesn't work with your schedule. And everything is clear, up front when you're on their website browsing around. They also offer to make notes on your account for the delivery system to see if they can work around it and update you on the status of the order thoroughly.
This whole experience with West Elm in-home deliveries and customer service has really turned me off from ever buying from this vendor again considering I can get items of this aesthetic and quality from a handful of other vendors. It also amazes me that they post items on their website for sale and then tell you once you're checking out that the item won't be available to shop for another THREE months, then the additional 4-week in-home delivery lead time.
It's truly like this company is run by an 18 year old who just started their first business.
Thank you for listening and good luck with your experience! Hopefully they start taking the numerous reviews like this one into account and change the dynamic of their operations.
Bait-and-switch at West Elm, a Williams Sonoma brand.
Surprisingly poor customer service from West Elm. I'd expected better from a Williams Sonoma brand.
So surprisingly poor that one can only guess they have many new and poorly trained cust svc reps for the holidays. If WS is treating other customers the way I was treated this morning, they won't have to worry about being too buried in sales.
7 calls to cust service reps, 2 disconnects, one "fail to answer" and 90 minutes later: Apparently a "memo came out over the weekend" that West Elm would no longer refund the difference between a full price online order and a new sales price for 14 days after the purchase.
I bought this piece of furniture just 5 days ago with the explicit understanding that there would be price protection if the item went on sale within 14 days.
Order cancelled. No more shopping at WS, West Elm, Crate & Barrel.
Wallpaper - beware
There is no spot on the West Elm site to leave feedback on items. If you are looking at their "handblocked" wallpaper, beware.
It is $300 per roll, which is double to triple what most fantastic designer wallpapers cost. No samples are available. The wallpaper is totally disappointing, not very vivid colors, and doesn't appear to be handblocked. What a waste of money!
This looks like $50 per roll wallpaper at best, and is not returnable! Don't make the same mistake I made!
Use wallpaper that has in person samples and/or can be returned. Now I know why they don't have item reviews on their site :(
- Their lighting
- Their wallpaper
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I purchased a Henry sofa on November 8 and one month later is has not been delivered, the item was in stock should not take so long to deliver. The cost is high at $120.00 dollars for one sofa and I would expect better service,