West Elm Reviews

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Gift voucher for USA stores

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.

User's recommendation: Online voucher service.

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ID
#2819167 Review #2819167 is a subjective opinion of poster.
Location
Blessington, Leinster

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Poor customer service, poor item descriptions

2.3
I have placed 3 orders recently, and had a problem with 2 of them; that is a high dissatisfaction rate. Two customer service calls have left me soured over the experience. WE will unexpectedly delay your shipment (by 2 months), cancel it without warning ("no longer available"), and refuse returns in store - even for small items, costing the consumer a UPS fee and runaround. BOOOOOO, West Elm.

User's recommendation: Order at your own risk.

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#2750615 Review #2750615 is a subjective opinion of poster.
Pros
  • Design
Cons
  • Product reliability
  • Unexpected delays
  • Customer service

Non-existent customer service.

1.0
Coffee table delivered 6 days ago is priced $250 less than what it was on line when I purchased. I want a cheque for the difference. I will notify YELP and let other shoppers know to choose another option other than West Elm. Even their online statement says within 30 days can be returned...

User's recommendation: Don’t go to West Elm!!!!

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#2742132 Review #2742132 is a subjective opinion of poster.
Location
San Diego, California

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Poor customer service. Charged $250 more for something delivered 6 days ago!

2.0
I want a cheque for price difference. West Elm does not deserve any business for their lack of positive business practices.

User's recommendation: Don’t shop there.

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#2741935 Review #2741935 is a subjective opinion of poster.
Cons
  • Not trustworthy
Loss
$250
Preferred solution
Price reduction

Reneged on customer service call

2.6
I ordered 2 bookshelves and the second one didn't match. I called customer service and spoke to a helpful person who said they would send me a new replacement shelf. At the time, I asked if I should repack my original order, but she said no, I should keep it. So the delivery date came and went, so I called to check on the order and was told I needed to return the original shelf in its box for them to send the new one. I told them I didn't have the box and that I had been told to keep it. Customer service said that could not correct and that even if it was what I was originally told, management could overrule

User's recommendation: Beware if your customer service rep is initially helpful.

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#2718274 Review #2718274 is a subjective opinion of poster.
Location
Washington, District Of Columbia

2.6
We placed a two-item order in late April, and we knew since the beginning that it would take a while to arrive at home. However, one of the items has been postponed by the company week after week. At the first time, it was supposed to be delivered in late June, but now...
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#2657472 Review #2657472 is a subjective opinion of poster.
Location
Evanston, Illinois

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1.2
We ordered an accent mirror on May 07, the expected delivery was May 15-20 which was fine. Then they kept pushing the store pickup date ahead, on May 20 (item wasn't even shipped by then) we realized that the price of the item had dropped from $280 to $160 which is a...
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#2635378 Review #2635378 is a subjective opinion of poster.
Loss
$300
Preferred solution
Full refund

1.5
Based on their prices, I always assumed that West Elm was a high end, high quality store. I couldn't have been more wrong.They have beautiful looking furniture, but it's just not worth the headache. There is zero quality control and poor customer service. From the...
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#2632481 Review #2632481 is a subjective opinion of poster.
Location
Ottawa, Ontario

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1.5
The first email I received in the morning of the delivery said the delivery would not be done in the time period confirmed. I called customer service and the woman I spoke with said, "that's wrong, they have to deliver within the time period agreed upon, it's in their...
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#2626486 Review #2626486 is a subjective opinion of poster.
Product
West Elm Table
Cons
  • Customer service which openly lies to customers
  • Unprofessional sales staff and management
  • Inferior products
Loss
$1200
Preferred solution
Full refund

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2.2
Original review updated by user Jun 03, 2021
Bought bathmat online, did not like it so returned. refund was not processed for a month, had to call twice to ask about it. Each time agent picking up phone had passive aggressive attitude. When I finally received my refund there was a $12 difference. Yes I am cheap,...
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#2586088 Review #2586088 is a subjective opinion of poster.
Pros
  • Design aesthetic
Cons
  • Customer service response
  • Deceptive and confusing structure
Preferred solution
Apology

Lack of communication, billing, home delivery

1.3
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.

User's recommendation: Don’t order online..horrible home delivery.

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#2578010 Review #2578010 is a subjective opinion of poster.

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Request re-purchasing yardage of Performance Velvet (Moss)

4.4
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
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#2556457 Review #2556457 is a subjective opinion of poster.
Location
New York, New York
Preferred solution
Let the company propose a solution

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2.6
Our couch was delayed numerous times. 5 months after order, the wrong color was shipped. We sent it back. The replacement order faced further delays. We finally received the correct couch 9 months after we ordered. Customer service was very disorganized (not the fault...
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ID
#2525898 Review #2525898 is a subjective opinion of poster.
Product
West Elm Sofa
Cons
  • Misleading
  • Fact that i cannot get my furniture and no one can help me
  • Very late delivery
Preferred solution
Let the company propose a solution

I've already sent this to you in detail. Also gave it to your phone folks.

1.6
The half moon carpet xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
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ID
#2516707 Review #2516707 is a subjective opinion of poster.
Location
South San Francisco, California

Problems getting questions answered

3.3
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.
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#2514067 Review #2514067 is a subjective opinion of poster.
Location
Kansas City, Missouri