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

Five months to get Elton settee

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 Seven on your side the company comped me the love seat but not the cost of delivery. Although getting the love seat for free was great, it really was not worth the frustration that I went through. I would never buy anything from this company again. They are a mess!
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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

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
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 hardwood floor). The rug is very bad quality West Elm will not accept responsibility for this manufacturer defect.Buyer beware and stay away! - - - - - - - - - - - - - - - - - - - - - - - - - -
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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