New Reviewer

Horrible return

Update by user Aug 31, 2020

asked the manager, spent hours on the phone and no resolution

Original review posted by user Aug 31, 2020
This is the worst company. They don't do anything they promise. You can't cancel once you order. BEWARE. Don't order from them as they are thieves. I submitted a return, and they didn't even give me back what i paid for. I called to cancel 5 days before it shipped and tried to cancel. Several customer service reps promised full return, but in the end they didn't even return what i paid for it or the tax. I believe this illegal

User's recommendation: DON"T BUY.

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ID
#2144465 Review #2144465 is a subjective opinion of poster.
Product
West Elm Duvet Cover
Cons
  • Refund policy
Loss
$34
Preferred solution
Full refund

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Verified Reviewer
New Reviewer
West Elm - Cheapest $4500 leather couch on the market
West Elm - Cheapest $4500 leather couch on the market
We bought the leather Haven sectional in December 2019. By late January 2020, the middle cushion was wearing far faster than the rest of the couch. By March it looked as if the middle cushion was years old with cracks and peeled leather. This couch in INSANELY...
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ID
#2128309 Review #2128309 is a subjective opinion of poster.
Cons
  • Terrible customer service
  • Poor quality of items
Preferred solution
Fix the couch. New cushions or new couch. This is unacceptable service/quality.

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New Reviewer

Took my money, did not deliver product, but did not refund

Westelm is a shady company with bad products, terrible customer service, and even worse delivery system. I ordered a table in January to replace another Westelm dining table that broke in less than a year of use. I would get notification that new table it is ready for delivery to my house, so I arrange my schedule (and work) to accommodate that. Last minute, they cancel delivery with some excuse (some of them obvious lies). This lasted over six months! After six months I asked for my order to be canceled. They said they did and will refund me in a few days. About two months later, Im still waiting for a refund. Called customer service - Im currently on the phone with them, on hold for nearly 30 minutes, and still no refund. Im getting the feeling they are hoping I will give up my refund and go away. Customer service tells me they cant refund until they receive the table, changing the story form two months ago. Well.. the table... I dont have it, dont know where it is, and shipping is not under my control but theirs; yet, Westelm is trying to make it out to be my fault I dont have the refund they owe me. I caution everyone to stay away from Westelm. They keep your money and dont deliver the product. In my book that is called stealing. #westelmsucks

User's recommendation: Never shop at Westelm. There is a reason they don’t allow people to review them online.

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ID
#2113554 Review #2113554 is a subjective opinion of poster.
Product
West Elm Table
Pros
  • Nice design
Cons
  • Quality of product
  • Unhelpful customer service
  • Didnt deliver product and wont provide a refund
Loss
$1030
Preferred solution
Full refund

Excessive shedding from rug

Experienced shedding in the first 6 weeks and was told we were out of the exchange period. Website says to expect shedding but it will stop in 3-6 months. Fast forward 6 months and it's worse than ever - if we get too close to the rug, we are covered in sharp fibers and they get into our throat - horrible and potentially dangerous. It's the "Jute Diamond Rug" : https://www.westelm.com/products/jute-diamonds-rug-t5343/

User's recommendation: AVOID AT ALL COSTS.

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ID
#2112783 Review #2112783 is a subjective opinion of poster.
Location
New York, New York
Product
West Elm Rug

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New Reviewer

Broken new bed and mattress

West Elm - Broken new bed and mattress
Update by user Sep 04, 2020

After several attempts, West Elm sent us a package, hopefully with all the spare parts that were missing.They didn't communicate with us, nor informed us about when their crew will come back to assemble it.

Original review posted by user Aug 04, 2020
The brand-new bed broke a few months after purchase. We had to contact Customer Service at least height times before they scheduled a delivery, five months after our complaint. The new bed frame was delivered today, and we were so chocked that there were essential parts missing like the screws. The company in charge of the delivery called West Elm in vain. We are left with a dismantled bed, six months after it broke. We've been sleeping almost on the floor during this whole time. West Elm products are of very poor quality. Not only that the products are mediocre and unsafe, their customer service is incompetent and unable to resolve simple queries such as replacing a broken bed. They are not even going to refund us for this poor product and delivery. We don't know how many more months we will have to wait. They didn't even offer to pick -up the broken bed and mattress for free and we had to incur costs. This is utterly unacceptable.

User's recommendation: Don't buy any of West Elm's products.

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1 comment
#1922859

Which bed is this? Is this the Grid Tufted??

We were just sent a Grid Tufted with misaligned screws, an uneven centre post, slanting slats and best of all it is shorter than specified online so we can't fit a mattress. This is criminal.

ID
#2098510 Review #2098510 is a subjective opinion of poster.
Pros
  • Design
Cons
  • Customer service and return policy
  • Lack of action to fix the problem
  • Hangups
Loss
$847
Preferred solution
Deliver product or service ordered

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New Reviewer

Horrible customer service

The company offers no explanation as to why it has taken over three weeks for my furniture to travel from LA to Boise.

User's recommendation: do not expect to be treated well by West Elm customer service. Actually, as far as I can tell, they don't even have a customer service department.

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ID
#2096643 Review #2096643 is a subjective opinion of poster.
Cons
  • Despicable customer service
Preferred solution
Deliver product or service ordered

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New Reviewer
I ordered 5 pieces of furniture and 1 bedding item online. AT the time I ordered, 1 furniture item and bedding were noted to be back ordered until late August/early September but all other items were scheduled to be delivered in July according to the order summary. My...
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ID
#2091458 Review #2091458 is a subjective opinion of poster.
Cons
  • Online ordering
  • Worst customer service in memory
  • Clarity of post order charges
Preferred solution
Let the company propose a solution
New Reviewer

I can not get a call back or email response to a 1,500 sofa.

A sofa purchase . All I get is emails asking how my service was ? When I asked for a call or return answer . I am told incorrect email . I have tried calling and am out on hold
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ID
#2084963 Review #2084963 is a subjective opinion of poster.
New Reviewer

Worse delivery - 0 competence

We have now spent 3 different days waiting for our media center. Every time a different excuse on why it's not here. 1. We don't have it available in the warehouse 2. We gave it to someone else. 3. You had a delivery today? There is 0 organization and no one will let us speak to a manager. One rep said "good luck with that request ". .. What the heck is going on???? We have literally spoken to over 12 different representatives and each one has a different story or excuse. We will NEVER EVER buy from the organization again. Fyi... still waiting on our media center

User's recommendation: Go somewhere else, it's not worth it.

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ID
#2080388 Review #2080388 is a subjective opinion of poster.
Loss
$1200
Preferred solution
Deliver product or service ordered

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New Reviewer

TERRIBLE

Waited 6 months for an order, cancelled 3 times, when it finally arrived it was missing a piece and they could not assemble it. Now I am sleeping on the floor. NEVER BUYING FROM WESTELM EVER AGAIN. WORST CUSTOMER EXPERIENCE IVE EVER HAD IN MY LIFE

User's recommendation: NEVER BUY FROM WESTELM.

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ID
#2059529 Review #2059529 is a subjective opinion of poster.
Cons
  • Terrible experience
  • Misleading
  • Customer service wait times
Preferred solution
Let the company propose a solution

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New Reviewer

Outdoor Pillows

Dont Purchased an estimated $500.00 in outdoor pillows and all of them faded in less than 45 days. They all look like they are several years old. This is totally unacceptable. West Elm should credit my money back as I would be more than happy to send all of these faded pillows back to you.

User's recommendation: Don’t purchase outdoor pillows from West Elm.

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ID
#2036175 Review #2036175 is a subjective opinion of poster.
Pros
  • Look of items
Cons
  • Quality
Loss
$486
Preferred solution
Full refund

Horrible customer service

Office chair less than a year. They ordered a new one, it got canceled, they ordered another one and now they say it IS ON BACK ORDER UNTIL OCTOBER AND WEBSITE HAS CHAIR ON SALE AND SAYS READY TO SHIP AT THE END OF AUGUST. IF I want a refund I can't take it back to the store I purchased it from. REALLY. DO NOT BUY FROM WEST ELM

User's recommendation: DO NOT BUY ANYTHING CHEAP POORLY MADE.

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ID
#2024837 Review #2024837 is a subjective opinion of poster.
Location
San Antonio, Texas

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Verified Reviewer
New Reviewer

Couch delayed 6 months SO FAR

I ordered a loft sectional on January 4th. It is made to order, so the eta for delivery was feb 16-March 4th (as eta for shipping is 7 weeks on their website). Note that had this been delivered on time, this would have been prior to all of the covid-19 drama. However, on March 6th, 2 days after the delivery window ended, the order tracking still showed the initial order received status, and the delivery window wasnt updated. I called customer support, who offered no explanation for the delay. After the call, I noticed that the delivery window was pushed an additional 7 weeks - as if the order hadnt truly been processed until I called them in March! Since then, I have called them about 6 times, and no meaningful updates have ever been provided as far as my order status goes. I am located in NYC, which was under lockdown for a few weeks and wasnt allowed deliveries. On the west elm order tracker, my order has been in transit from the distribution center for literally 2 months already. I was already charged for the couch a few weeks ago, which I thought meant that the delivery was imminent, but I was mistaken. Customer service at one point tried to tell me that regardless of where the couch is, they cannot deliver it anyway because of this lockdown. However as of today, the lockdown is lifted and furniture delivery has resumed, but the couch is still nowhere to be seen, and no one at west elm seems to offer any information about a realistic timeline for when I can expect to receive it. Every time I call them, I am on hold for at least 30 minutes before I eventually speak to someone who literally just tells me the same useless info that can be seen directly on their website. The fact that they cannot tell me where this couch is, and when their own delivery will be completed, is absolutely unacceptable. Had I read reviews beforehand, I would have NEVER purchased a custom made couch from them, and I certainly will never make this mistake again. A true nightmare.

User's recommendation: Do not waste your money. Go to eq3 or another equivalent store.

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ID
#1996983 Review #1996983 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Customer service and delivery
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Refusal to cancel order placed in March when they could not deliver until late June mid july

I canceled 2 orders immediately upon notice that the items were actually not in stock and would not arrive until late June mid July. I was in need of the items sooner and called to cancel immediately. I purchased other items now I see that they are not showing up as canceled and I have been on hold daily for hours getting pushed to different departments with no resolution. I will not be accepting these items and would like to know how to be sure that I am not charged for items I do not wish to purchase. Horrible customer service. I have purchased quite a bit in the past but will likely cancel my account after this ordeal.

User's recommendation: Over priced and horrible customer service.

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ID
#1995188 Review #1995188 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Your inability to provide a product or solution for any issue
Loss
$915
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

The WORST COMPANY FOR SERVICE

We purchased a couch last October for our daughter's apartment. When visiting in December we realized the foam seat on the couch on the longer seat was mis-cut. The couch sagged and the fabric gaped when sitting on it. I sent pictures to the customer service department, was told they received it and would be replacing the foam piece. I called a month later to find that the idiot had never placed the order. I started all over again with a manager. Long story short the replacement is still not replaced, even though the couch is still being sold on the web site. I have left three messages for their corporate office, but they really don't care. DO NOT BUY WEST ELM

User's recommendation: GO ELSEWHERE.

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ID
#1905721 Review #1905721 is a subjective opinion of poster.
Location
Horsham, Pennsylvania
Loss
$47
Preferred solution
Full refund