West Elm
Reviews and Complaints

I rang to buy a gift certificate and after 40mins of being on the call and being put on hold i hung up very disappointed not to complete purchase.

I would like to repair a part of the chair I bought in Moss Performance Velvet...and possibly make a throw to cover the seat when the dog wants to sit on it. (SKU 963247) Please let me know how to buy some yardage of this fabric. Thanks! JoAnn Jacobsen

worst experience EVER. I purchased a dinning table, chairs and bench in March. The full amount got charged, two weeks later it got refunded back to my account and this go back &;;; forth for all items.All without any emails from west elm. Then my chair are missing hardware that two 3 weeks to replace. And NOW my table was scheduled to be delivered today, I have driver on camera! He didnt ring my door bell, leaves after 5 mins and tells dispatcher he doesnt have time to return.

CAndles for xmas presents all came in pieces! No replacements are availBle. I was refunded, but to tell the truth, this package looked like a child packed it. Not exactly the "pride" in your products if you dont pkg correctly, shows you dont care about the consumer!

I have been waiting on a bed frame that was supposed to be delivered 1/6-1/8. I received an email from west elm 2 days AFTER my delivery date saying the item was back ordered. The next email I received told me my items would be delivered 1/18-1/20. Again that window passed with no email from west elm telling me there was further delay. The last email I received said it will be delivered 2/2-2/4. Well its 2/4 and I still have not received my furniture or even an email telling me the item will be further delayed. I have called into west elm 3 times over the past month inquiring as to the status and each time I have been given a different answer. Today when I called for the 4th time I spoke with an associate Megan I believe her name was. She was professional and did her very best to help me but ultimately told me that I would need to wait 8 days for a call back on the status of my order. 8 days to get an update on my order? The item has been showing ready to ship for 2 weeks. I asked to speak with a manager. Fast forward an hour later and a manager named Darla got on the phone and proceeded to tell me that the order is progressing as it normally would. That was her resolution. Huge mistake having her in a management position. Megan provided far better customer service than she did. Zero stars for customer service. Clearly West elm needs to do some training regarding customer service and resolution. I furnished my entire home last year with west elm furniture. I am appalled by the lack of care and concern for your customers. It is unacceptable that I have only received updates from west elm on the status of my order AFTER my delivery date. This has happened 3 times. Its also unacceptable that after waiting to speak to a manager for an hour I was given such a rude, unprofessional response with no further information and no resolution. I never leave bad reviews but what I experienced today on the phone with customer service was something I have NEVER experienced before.

Through numerous emails I have tried to get samples of fabric on a chair I want to purchased, Haven Chair and 1/2, #678**** in shown fabrics of Dusty Blush performance velvet, Dusty blush Velvet ,and Aster Velvet Pink Grapefruit. I need to go to the top of management to get these I guess! Terrible customer service. This sale is my end before I get the samples. When is the sale over?? I have other items I want to order here. Please verify this chair will go through my 34" wide front door.

I bought a chair and sofa on August 15, 2020 and didnt receive either. West Elm still cant tell me when they are going to deliver them. For the sofa the call center was confused and had no idea when I might get the sofa. West Elm kicked me over Sidelitona, which mismanages delivery. When I talked to Sidelitona and they said that they hadnt received my sofa yet and had no information about when they would get it. Ive wasted 6 hours on calls following up, and still have no commitment from West Elm on when/if Ill get the sofa I paid for. West Elm horribly disorganized and treats their customers like dirt.

The half moon carpet xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

For the first time I went to the Vernon Hills store 6 weeks ago. I had never been to West Elm but loved the style. I came in looking for an entire living room. I had made an appointment with Michael who was very nice when I met him. We walked the store so he could see what I liked, I gave him my floor plan, and I told him to please come up with a couple designs. 6 weeks later I never heard a word from him. He texted me once to apologize for not getting back to me yet but after that nothing. I went on to buy an entire living room from Crate & Barrel for 15,000. I was a serious buyer and he completely blew me off. I would not recommend West Elm to anyone and don't plan on ever returning. Just thought you should be aware of my first and last impression.

Purchased over $6k furniture the day after Thanksgiving. West Elm has had my money since then however I have no furniture. They continually push out my delivery date with no reasonable explanation They blame it all on the pandemic. I mean Im getting all sorts of furniture and numerous home decor items delivered on time from every other retailer so clearly West Elm is just lying and holding my money hostage.