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I ordered a the hand looked shine rug on June 19th with an estimated delivery date between June 22 and June 26th. It is now the 29th and there is no sign of the rug. I have spoken with a customer service rep twice and they have not been able to locate the rug and had...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Thank you for your post. I'm sorry we failed to delivery your shine rug. I've sent you a private message with my personal contact information. I look forward to hearing from y...

2.3
#1291910
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West Elm - Still waiting after 2 months

The same thing happened to me, I bought a customized sofa set in April , they charged my account after a month and a half and still nothing. When I call and ask where’s it is and when will it arrive, no one ever has an answer for me. I was expecting family to come visit, they have arrived and my living room is empty with nothing for them to sit on. Worst purchase experience ever.
1.0
Details
Customer service
Delivery Service
#1291250
This has been one of the most annoying experiences in my life. I have the bad idea of ordering a "customized sofa" in March. They told me the item was going to be delivered on June 8-June 18th 2018. Today, June 27th, I have not news about where my sofa is and anybody...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello Giddy Dolphin- thank you for letting us know your concern has been addressed to your satisfaction!Alison

Anonymous
Anonymous

Alison,I was lucky enough to work with somebody from West Elm who understood my situation. So, in my case I had a happy ending.

1.4
I didn't like
  • Delivery time frame
  • Delivery and product quality
  • Response times
#1290085
We ordered a headboard over 3 weeks ago that was supposed to be delivered and it's no where to be found. I've spent over 4 hours on hold and passed around between various customer service agents over the past day and no one can help me. I was even given the phone...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello, Thank you for your post. I do apologize for this experience. I've sent you a private message with my personal contact information. I look forward to hearing from you.Si...

GiddyDolphin
GiddyDolphin

I am so sorry to hear that.I am dealing with the same situation but mine is a sofa.We all should boycott this company.They do not deserve a penny from anybody.

1.0
I didn't like
  • Customer service and delivery
#1290020
I have a bar cart that I LOVED and wanted to bring with me upon moving to a new home. When I tried to disassemble it, nearly half the screws were stripped and impossible to remove! I went to multiple hardware stores and tried all the troubleshooting ideas and still...
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1.0
#1282587
Horrific customer service. Ordered something late night, called the minute they opened the next day and they couldn't cancel/modify the order as it was in "fulfillment". Asked for a supervisor, 20 minute wait, left message and of course they never called. Called...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello - I'm very sorry for the experience you had with this order and thank you for bringing it to my attention. Please send an email to support@westelm.com with your order de...

#1277845
I purchased the dining table on May 28th and it showed the estimated delivery of 6-8th June. Most of the companies are generally pretty spot on with est imaged time. But I have to say this company is the exception even after $129 in delivery fee. I am very frustrated...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello: I'm very sorry for the delivery experience you had and thank you for bringing it to my attention. Please send an email with your order information to support@westelm.co...

1.9
#1277480
We too have experienced severe pilling on our brand new West Elm sectional. The problem started about 10 days after it was delivered and has spread and grown worse with each week/month. West Elm has been terrible with their customer response: first claiming that it is...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello- I'm very sorry to hear you're unhappy with the quality of your sofa. Please email your order details to support@westelm.com, so I can help. -Thank You-Sharla-West Elm S...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello- I'm very sorry to hear you're unhappy with the quality of your sofa. Please email your order details to support@westelm.com, so I can help. -Thank You-Sharla-West Elm S...

2.3
#1263213
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West Elm - The worst customer service !!!!

4 months to get a couch with no visibility or transparency on their part. They put up a front like they are this high end store but even target offers much better service. I have not receive the couch yet, if the quality is similar to their customer service I am in for a treat ! WEST ELM IS ALL IMAGE !!!
2.9
Details
Advertised vs Delivered
Delivery Service
Diversity of Products or Services
Price Affordability
Reliability
Staff
Style and Design
Website
#1260924
I am at my wit's end with this sham of a company. Historically there have been HUGE mistakes and poor service on their part, but I will focus on their latest , horrible treatment of a loyal customer like me. I ordered an outdoor dining table and benches On sale on...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello - I'm so very sorry for this delivery experience and thank you for bringing it to my attention. Please send your order information to me at support@westelm.com so I can ...

#1257290