West Elm Reviews

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Horrible online experience!!!

I want to start with the customer service people are wonderful. They are doing their best with what they can. I have never experienced as much trouble with an order and return. They cant even send an invoice true to purchase. Sent items not ordered and did not apply discounts to eligible items. Overall, DO NOT order online from them. The invoices do not match the items shipped. It is beyond a cluster f$@?!!!!!!
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ID
#1774027 Review #1774027 is a subjective opinion of poster.
Pros
  • Telephone customer service reps
Cons
  • Invoicing
  • Refunds
  • Online ordering

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New Reviewer

Don't buy their wool rugs

West Elm - Don't buy their wool rugs
West Elm - Don't buy their wool rugs
West Elm - Don't buy their wool rugs
I bought their Reflections rug that clearly says "shed resistant". "Shedding of loose fibers is normal with new rugs. Shedding will diminish with regular vacuuming, typically within three to six months." B**S**t - this rug has been shedding since the day I got it. I thought after a few months it would stop but NO it continues to shed EVERY DAY. So unless you want a rug that acts like a pet then I DO NOT recommend the rugs at WEST ELM. Beautiful but not desirable.
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1 comment
#1880749

Hi is this the reflections cool multi Color polyester fabric? Is it possible to send me some photos of the rug.

I was actually considering purchase but now unsure. My email is marcin087@***.com

ID
#1769356 Review #1769356 is a subjective opinion of poster.
Product
West Elm Rug
Pros
  • Look of item s
  • Product design
  • Furniture look
Cons
  • Quality of product
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
Let the company propose a solution

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New Reviewer

Sofa Fabrics “pill” immediately

West Elm - Sofa Fabrics “pill” immediately
Weve had our West Elm sofa for just three months and it gets very little use. So I was shocked to realize the fabric is rough and pilling all over the seat cushions. Ive owned sofa bought for far less from World Market and Costco and never had this occur. LOVE West Elms designs but its very sad and disappointing to learn they are continuing to use such problematic fabric.
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ID
#1756617 Review #1756617 is a subjective opinion of poster.
Product
West Elm Sofa
Pros
  • Design
  • Style of the furniture
Cons
  • Quality of materials
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

I need tge HR dept human resources iffice

The manager is unavailable # 1. Nobody knows how to reach HR clueless #2 Kept me on hold for 39 minutes so I hung up because I got it they dont want to deal with me #3 Disfunctional Sad..
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ID
#1744277 Review #1744277 is a subjective opinion of poster.
Location
Henderson, Nevada
Service
West Elm Customer Care

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New Reviewer

Resolved: Think before buying their flannel bedding

West Elm - Think before buying their flannel bedding
Update by user Dec 17, 2019

West Elm exchanges. Thanks!

Original review posted by user Dec 17, 2019
I purchased a flannel duvet cover which set me back $150 and after washing just once as per the instructions on the label, it pilled so badly that it looks and feels terrible.
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Resolved
ID
#1735075 Review #1735075 is a subjective opinion of poster.
Location
Manhattan, New York
Pros
  • Style of the products
Cons
  • Quality of products
Reason of review
Bad quality
Loss
$150
Preferred solution
Replace with new duvet, if available or receive full refund. Perhaps it will help you be even more delicate in washing than specified on tag.
New Reviewer

You never know when you will receive your order

I Bought sofa in August. This December and I am still waiting... I have been calling their customer service several times, but nobody can help. The only thing they told me is wait. But they are very good on charging you even you dont know when you will receive your order.
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ID
#1727135 Review #1727135 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
New Reviewer
We received our couch a little over two weeks ago after waiting longer than quoted for it to be delivered, by day 5 I already noticed pilling in the fabric. We spent a good amount of time at the store choosing a fabric that would work for our home. The customer service...
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ID
#1720916 Review #1720916 is a subjective opinion of poster.
Pros
  • Design
  • Like the sales associate that assisted me
Cons
  • Quality of product
  • Misleading sales advice
Reason of review
Bad quality
Loss
$2200
Preferred solution
Full refund
New Reviewer

Go elsewhere, there are so many other companies out there that sell the same.

Needed to cancel an order before it shipped, no shipping label had been issued yet, 12hrs after in store purchase. The “leadership team” member, Mike, that I waited 43min on hold to speak to, rudely told me, slowly ...as if I were a five year old, that “he could not help me and even though the order has not shipped” I would have to wait for it to ship and then contact UPS myself so that I can have them reroute it back to sender for a charge of $25, even though it hasn’t even left the sender yet. I then will lose another $63 shipping cost when I get refunded...even though it hasn’t shipped yet it and does not even have a shipping labeled even issued yet. Is this a scam of some sort? They are supposedly eco minded and then they are going to use resources to ship this rug all the way to California, only to send it back East. AND CHARGE ME EXTRA to do it!! Oh , I forgot to mention that the rug and pad shipped separately so I will incur another $25 charge!!! Total in this debacle $113 wasted on a company that is not Customer Oriented at all!!! Never again, I am through with West Elm. Worst rude customer service!!!
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ID
#1714598 Review #1714598 is a subjective opinion of poster.
Service
West Elm Customer Care
Cons
  • Quality of products
  • Inability to cancel order when item had not shipped yet
  • Leadership team contact mike extremely rude
Reason of review
Refusal to cancel order when the item had not shipped yet, it even had shipping label attached.
Loss
$113
Preferred solution
Refund the shipping cost !!

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Verified Reviewer
New Reviewer
Unless you plan to keep your couch in an unused part of your house, do not purchase the Andes sectional. The Andes couch is absolutely abysmal. I hate this couch so much and it makes my upper back sweaty thinking about how much money we wasted with this piece of crap....
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1 comment
#1816769

I also have this couch and hate it! The most uncomfortable couch, and it’s only 2 years old. So disappointed.

ID
#1713208 Review #1713208 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Bad quality
Loss
$3
Preferred solution
Replace the couch
New Reviewer

DO NOT BOTHER!

ONLINE ORDER - Horrible customer service! Delivery and return pick up is a nightmare. My order was shipped out in August and I received it in October. I WANT TO return the item - BUT NO ONE AT CUSTOMER SERVICE HELPS!!!!! I HAVE BEEN WAITING OVER A MONTH!!!! I just want my $2000.00 dollars back! Please come and pick up the unite!!! And give me my refund! NEVER SHOPPING HERE AGAIN!
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ID
#1707960 Review #1707960 is a subjective opinion of poster.
Service
West Elm Delivery Service
Reason of review
Poor customer service
Loss
$2000
Preferred solution
Full refund

9 months and still going

West Elm - 9 months and still going
West Elm - 9 months and still going
West Elm - 9 months and still going
West Elm - 9 months and still going
Original order came. oLegs did not match. oThe sectional is not the distressed Velvet mineral gray, but instead a green color when compared to the correct color of the ottoman. (See photo Exhibit 1a) oThe corner piece sat lower than the rest of the sectional. (See photo Exhibit 1b.) Second order. oRefused the delivery since the color was still off. Delivery team also took pictures for their records. Third order. oCancelled over the phone since CSR (recommended to refund the order and reorder in a different color. (Dove performance gray) Fourth order. o4th order was delivered. Sectional did not come in performance grey, but instead the SAME color that was previously ordered despite of refunding the third order and reordering in the Dove performance gray. (See photo Exhibit 1c for color and texture difference.) oOttoman has not arrived. Still have had no updates. Going on four days now. •I added up all my call logs and have had over 25 phone calls with West Elm. Some were dropped calls after being on hold. •I added up my call hours too. I have spent approximately 26 hours on the phone in total trying to resolve this in the span of almost 9 months. One of those calls being almost 4 hours. (See photo Exhibit 1d) That's almost 1 year that I have dedicated to this chaos. •Promises of call backs from CSR's and even Managers, apologies of getting the order wrong, being assured it will be corrected. •Asked for a discount for all my troubles, but was simply told "no" on the phone. •Went to social media to escalate my issues and it was only then, that West Elm actually contacted me. •Was told a few days ago •As a former 5 year employee for Williams Sonoma and experiencing world class customer service first hand, this has been a very disappointing experience. •Update, they just charged my credit card $602.40 and I have no idea why
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ID
#1701218 Review #1701218 is a subjective opinion of poster.
Service
Sofas And Sectionals Advertisement
Cons
  • Wrong color
  • 9 months
  • Over charged
Reason of review
All of them!
Preferred solution
Let the company propose a solution
New Reviewer
West Elm - Disastrous and distasteful
My wife and I were looking around for a little while for new furniture being we were moving into a new place. Being that the majority of the furniture we’ve previously ordered was from wayfair, Amazon, etc., we became a little spoiled of the extreme quick delivery...
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ID
#1671368 Review #1671368 is a subjective opinion of poster.
Pros
  • Style of furniture
  • Style and design
Cons
  • Customer services
  • Everything else
  • Delivery
Reason of review
Poor customer service
Preferred solution
Price reduction

Rosanna Ceravola Media Console

Nice looking, solid wood media console but at $1200.xx on sale you would expect it to have decent parts..West Elm did not bother to use door hinges that close softly..Every time I close the doors it slams shut so loud that makes my neighbor’s dog bark..It’s ridiculous! I mean how much more would it cost them?I couldn’t believe it, even my $500 free standing closet from Ikea has those.
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ID
#1654300 Review #1654300 is a subjective opinion of poster.
Location
Walnut Creek, California
New Reviewer

Poor customer service

I ordered a rug on 6/15/2019 with a scheduled delivery date of 7/7/19. To date, 9/3/2019, I am yet to receive the rug. I have made several contacts to try and get a realistic delivery date. Today, 9/3/19, I spoke with Casey who told me she could see the rug at the hub, but she suggest I, the customer, make contact with the delivery people to get the rug in transit for delivery to the West Elm store in Atlanta. I just spoke with Noel who assured me the rug will be ready for pick up Friday, 9/6/19. I want to further share, the customer service reps I spoke to before today were extremely rude. I attempted to cancel the order all together and was told, I could not cancel the order until the rug arrived so I could then process it as a refund. This is my first purchase from West Elm and my last purchase. I would not recommend doing business with this vendor. Quality of product is one thing, but poor customer service will destroy quality any day of the week.
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1 comment
#1757813

I feel your pain. I too ordered a rug, however, it was delivered to the store timely.

When I took it home the color was all wrong. I returned it, believing I would receive an immediate credit to my card. WRONG!!!! Two weeks later I received a gift card in the mail.

Called customer service, I could feel the obscene gesture she was directing at me through the phone. Really sours you on wanting to continue doing business with people like that.

ID
#1643232 Review #1643232 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
I suggest a review of customer service with the staff on how to go the extra mile, putting themselves in the cusotmer shoes, and ask themselves, would you be happy if you were told what you just said to this guest
New Reviewer

TERRIBLE DELIVERY COMPANY / NO ONE OFFERS A SOLUTION

WE BOUGHT A TABLE FROM WEST ELM HOBOKEN. THEY GAVE US 2 HRS TIME FRAME FOR DELIVERY; 1-3PM FOR AUGUST 30TH. DELIVERY GUY JACKSON CALLED US AT 11AM AND SAID THAT HE WANTED TO DELIVER THIS TABLE AT THAT TIME. WE HAD TO REFUSED HIM AS I WAS GOING TO TAKE HALF DAY OFF AT WORK AS WELL AS ELEVATORS WERE SUPPOSED TO BE RESERVED BY THE MANAGEMENT. HE CALLED MY FIANCEE AT 1.03PM TO SAY HE IS LEAVING BECAUSE NOBODY IS THERE! I SAID I AM 10 MINUTES AWAY, HOLD ON. HE SAID OK, THEN HE LEFT!!!!!! HE LEFT AT 1.03PM. I CALLED DRIVER JACKSON , HE NEVER ANSWERED. I CALLED CUSTOMER SERVICE THEY CALLED ME BACK 1.5 HRS LATER TO SAY HE CANNOT COME BACK. WHO EVER I CALLED IN THIS COMPANY SAYS, IT IS NOT THEM IT IS THEIR DELIVER COMPANY THEY HAVE NO CONTROL OVER IT, ARE YOU SERIOUS ??? I SPENT A THOUSAND DOLLARS TO HAVE THIS KIND OF SERVICE ??? WEST ELM IS A HUGE DISAPPOINTMENT FOR ME. I AM STILL WAITING FOR THEIR ANSWER! USELESS!!! I WAS ABOUT TO BUY THE REST OF THE CHAIRS AND BEDROOM FURNITURE FROM YOU, BUT THIS IS MY WORST EXPERIENCE IN LIFE SO FAR!! YOU BASICALLY SCREW MY LABOR DAY WEEKEND!!! SUCH A DISAPPOINTMENT. I HAVE TALKED OVER 10 PEOPLE IN THE TEAM, NO ONE HAS PROVIDED A SOLUTION. WHEN I CALLED THE SHOP, SHE ASKED ME IF I WANT TO CANCEL IT!?!? (SHE DID NOT WANT TO DEAL WITH ME) !! SUCH A CRAP!
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1 comment
#1756947

Horrible Customer Service! Spent over $5,500 in merchandise and can't get it delivered!

West Elm said it is not their problem! No one has any solutions!!!!!!!!!

ID
#1640581 Review #1640581 is a subjective opinion of poster.
Service
West Elm Delivery Service
Reason of review
Problem with delivery
Loss
$1100
Preferred solution
Deliver product or service ordered