West Elm
Reviews and Complaints

Horrible customer service! Possibly the worst I have ever encountered.

I ordered 2 chairs and spent over $400 and instead of receiving the two chairs, I received a cheap, crescent moon, plastic wall lamp that they don't even sell on their website. When I contacted customer service, I was given the runaround. For over a month I tried to get them to stop holding my chairs hostage. They insisted that I would need to haul the large box with a cheap lamp and ship it back to them from a UPS store before I could receive my chairs (the ones I paid for).

I run a small business, do not live near a UPS store, and do not have a car, so schlepping this random lamp is not how I would like to be spending my time for a mistake that I did not make. West Elm would rather be out the $5 that lamp probably cost them vs. keeping me as a happy and loyal customer and that seems like bad business and makes me better understand why it's better to shop with companies like Amazon. West Elm is a huge company and they clearly.

have lost touch with caring about their customers and they need to update their customer service on better protocols. According to my own research and the FTC...

companies are prohibited from mailing unordered merchandise to customers and as a customer I have the legal right to keep it as a free gift, according to the Federal Trade Commission (FTC). In this case, I would just break down the box it came in and put it on the street for someone who might appreciate it.

I have been a loyal customer of both brands for years, and my experiences this year have been so disastrous, I do not think I will be coming back unless a remedy for my current situation is identified immediately.

I will start with the current situation and then provide context for my earlier issues this year.Delivery window 10/28-11/11Scheduled delivery for 11/15 (not so bad given my first order in 2023 arrived 2 months late)Delivery window was 4 PM to 7 PMI received a call, after sitting and waiting, at 9:30 PM (!) informing me my chair was not being deliveredI was told I would receive a call in the morning to quickly rescheduleI did NOT receive a call. In the afternoon I called the company and left a message.Shortly after I received a text with the first available delivery date in 16 DAYS!!!My chair/ottoman was 2 stops from my house yesterday and now I need to wait 16 days for it to make its way back?

I ask management and all employees at West Elm does this seem reasonable to you?

If you were the customer, would you feel satisfied by this? The response I got from a customer service chat just a few moments ago was there is nothing you can do, because delivery is outsourced. I have an idea! How about you call the outsourced company I can provide the phone number and demand that they deliver my furniture this weekend!

That seems like a reasonable resolution and one where West Elm takes accountability for their customer satisfaction. I have tried to contact them myself, but they dont seem to answer the phone, or return calls.

Further, the company you have chosen to outsource your services to should be revisited. This is now my second bad experience this year, and in talking to staff at both your local (Rochester area) Pottery Barn and West Elm stores, it sounds like delivery issues have been widespread and consistent for many customers in 2023. Maybe finding a new delivery team to outsource to is the right solution.

If they are not taking your customer satisfaction goals seriously, maybe they dont deserve your (or mine) business.

Maybe this would be less upsetting if I hadnt already dealt with a similar issue, all tied back to the delivery company, that resulted in my PB sectional being delivered OVER 2 months past my original delivery window this past fall.

There are lots of great furniture companies. I have been loyal to PB and WE for many years, but if I cant rely on getting my furniture when you say I will, I will be going elsewhere.

And I have no problem sharing my experiences with others so they dont end up in the same boat as me, dealing with the same frustrations.

I hope the current issues with my chair and ottoman can be addressed in a timely and reasonable fashion. I have always expected nothing but the best from your companies, but this is two big strikes in 2023!

I purchased some cotton bath mats online for my newly renovated bathroom. The colors were perfect and they are all cotton, so I could wash them.

After owning for 35 days, I followed washing instructions. They shredded all over my washing machine and I think some of the dye ran. I had to dry them but they are still covered with lint.

Customer service said i cannot return them because they have been washed (which is what showed the problem). And they could offer me a partial credit, which after a little negotiating was only $20 on an $80 purchase.

I asked if the $20 would go to my credit card and was told Id get an ecredit which is good for another West Elm purchase. To me, thats no credit at all.

Been dealing with an issue for an order I placed in early September. 3/4 pieces of my couch were delivered but no ETA on when the lost 4th piece will arrive.

Many calls to customer service frequently resulted in being told I would be called abck, but never received a single phone call from anyone. Regular CS agents were almost completely useless and unable to escalate the issue after time kept passing and progress failed to be made.

Supervisor I spoke to seemed like she would be helpful (Christie) but also failed on her promise to call me back within a few days. Weeks later and still in the same place I was weeks ago.

West Elm's abysmal customer service deserves a standing ovation for its sheer audacity. I embarked on a harrowing journey when I ordered a sofa in November 2022, with the promise of delivery by March 2023.

Little did I know that this ordeal would stretch into a nightmare.

First, a damaged sofa arrived, and after much ado, they agreed to exchange it. Months rolled by without a peep from them, until they casually informed me that the sofa I ordered is mysteriously unavailable despite it still being offered online.

Hours of my life vanished into the abyss of their customer service, only for them to slam the door shut on my face on August 17th, canceling my replacement order altogether. Bravo, West Elm! You managed to squander any goodwill I once had as a loyal customer who spent over $10,000 in the past three years.

West Elm's incompetence and disregard for customer loyalty are astonishing.

They have earned a special place in the annals of terrible customer service. Beware, fellow shoppers, for West Elm's furniture may never grace your home, but their incompetence will haunt your dreams.

Dear Sir/Madam

I bought dinning table on the 7.th of October,from Jeddah Talia West Elm .

They told me my order will be delivered after three weeks,however its long time.I recieved a call on the 26.th to confirm for appoiment.On the appoitment day noobdy show off,I made two calls to them,and they didnt give me any information regardless this.I went to store by myself inquire about it and been told that the guy he sold it he have in the system but later they discovered isnt in the stock,"logistic problem" i didnt get any sorry about it.Anyhow they said we will get back to you ,two days passed no reply,i went back and i was so patient after all this bad treatment and ignoring.I found one table in the show room and I told them to give me this one compasiating for the bad treatment and the delay.They said again we will get back for you.Two,days passed noone called me,i went back again to the store.And every time i see someone else and explaining my problem to him.There is no report being failed about my case,and noobody knows his job.And they are liars.The last guy I met today,he said i will be back to you.And he reply that the table is already disscounted and i will give you only 10% .

I am pilot in Saudia airlines,im not homless guy asking for the sharity.This is unproffesional to the brand and to me.I am very dissapionted I will never buy anything from the West Elm and reccomendet yo anyone,very unprofessional Stuff in Jeddah KSA.

Best regards,

Hamad Alsharif