Reviews and Complaints
HORRIBLE Customer Service
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!
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 would have it, chair was fine. However, because I didn't know they had shipped it, I did not arrange for the funds to be in my account, their payment cleared, however had several bounces before I discovered the item had shipped. Realize it's mostly my fault, didn't ask for them to cover the charge, but at least they could do is admit they have a flaw in their system. Let customer know a product is coming. Customer service is a joke, can't imagine what it would be like if you had a serious problem, like, oh I don't know, like a really wet chair.
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??
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!
Newark, New Jersey
Sectional Nightmare on West Elm
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!!!!!!
Los Angeles, California
So I went online to buy just a small, inexpensive wool rug with eco-friendly mat, and found one that I thought was pretty nice on West Elm. I had never bought anything from them before and thought, what the heck? Ordered my rug and found it in front of my door only 3 days later. Score!!!... Except it was the wrong rug. So I contacted customer service and they told me to wrap the rug back up as best I could, cross out the 8 million bar codes all over the packaging, and wait patiently for the UPS guy to come pick it up over the course of a 12 hour window (There went my Saturday). That was 3 weeks ago and I still haven't received a replacement... or any kind of confirmation that one is on its way. Customer service could not give a ***, and has informed me because it is an "exchange" (their screw up not mine) I won't receive any kind of information or tracking number, but maybe with some luck it will ship soon. Great.
New York, New York
Worst company ever
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.
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!
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.
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 the Kitchen Island stainless top has started to come unglued and is creating a “hump” in the center of the table, it makes the surface useless for a large cutting board and it looks terrible.. I have emailed the customer service team.. I would like them to arrange a pick up of these pieces and to deliver replacements...
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.
San Francisco, California
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.
Washington, District Of Columbia
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.
Los Angeles, California
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?
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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