West Elm
Reviews and Complaints

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.