West Elm
Reviews and Complaints

Ordered 2 ottomans in store on Nov 3, 2022, with expected delivery in Feb. Delivery fees of $276. Scheduled delivery appointment for Feb 1, and was given a window from 2pm-4pm. at 3:50pm I tried to contact customer service, and after being bounced around to multiple reps and disconnected, I was finally told that drivers were going to be 1.5 hours late, but not certain, could be later. I was unable to sit around for another 1.5 hours, so I had to re-schedule delivery and was not given any priority over schedule, so now waiting another 3 days. West elm has done this before, and I was able to get a small credit, so I tried to speak to them again, as I had taken the entire day off . They said they cannot do anything until the furniture is delivered! West elm cleverly does not provide any phone numbers to call other than their general customer service number. They also no longer have a customer service email address on their website. They charge $276 for delivery, which they are not very good at! They are THE WORST and I will never shop there again!

I ordered two nightstands (full price) on Aug 10th w expected delivery by Sept-Oct. I waited only to see the delivery date pushed back multiple times until we got to Nov 11th. On Nov 11th West Elm charged my account and updated the tracking status to Shipped w expected delivery by 11/30 - 12/5. I call to ask for additional details and was told "its coming from California so it will take time but you should get an update in two weeks". No update. I call back and now hear "no its coming from NJ, I don't know why they told you California. Give it a couple of weeks." Its 12/9 (past the 12/5 date to I go online and see an automated push back again to 12/31). I email for an update and surprise surprise told "oh we just sent you an email saying we can deliver your furniture on 12/31" I have received no such email - and now they say "it will be delivered on 12/31 which is our first available delivery date bc we have a backlog at the NC distribution center". All the while sitting on my money in their account. Also, when you post a bad review here they ask via private message that you email them at some obscure email address for "escalated" support. Those people are no better - how do I know? Because all that back and forth with California and NJ and 12/5 vs 12/31 was provided by the people they escalated my original consumer affairs complaint to. I contacted the escalated email address for confirmation on that 12/31 date and surprise surprise they said it was en route to the distribution center due to arrive on 12/31. But the woman before said it was already there! How is any of this ok? They collect your money well in advance of when they even suspect they will have the items to you. Don't trust West Elm, Pottery Barn, or William Sonoma ship dates. They are not being transparent in their availability dates or logistical issues and they have plenty!!! Update: I have cancelled my order since no one can get their story straight. I will not be ordering from these companies any longer. Buyer beware. If you don't trust this review, see my other one from last month. Same issue only w Pottery Barn and there are countless other consumers with the exact same issues.

To make a long story short, about 40 plus hours of my and my husbands time has been spent contacting West Elm regarding my ongoing issues, and despite asking to speak to one consistent West Elm employee regarding these ongoing issues, we have spoken and been redirected to several different associates (including but not limited to the following people: Dianne F., Jessica O., Ashley H., Amber T., Lisa, Jamella M., Treshia, Melissa M., Kimberly, Brittany A., Cassie M., Jelani S., Roy Perez, etc.), one terribly rude and aggressive customer service agent named Treshia M. Davis who claimed they were in a leadership role even though I asked to speak to a supervisor and not anyone below them, and then finally one supervisor (Lakesha McCall) after repeated requests to speak to someone higher up. Lakesha guaranteed she would call me daily to update me on the credit and arrival of the correct chairs, however she refused to email me a summary of our conversation and put this in writing. I also requested to Lakesha McCall, the supervisor, that she listen to the audio recording of my calls to hear how mistreated I was by Treshia, a member of the West Elm leadership team. Treshia literally made me cry while speaking to her because of how mean and nasty she was, and all I was asking for is the money that was owed to me and the correct chairs in a set costing us nearly $4,000 (all of which we paid in full already). Lakesha McCall, the supervisor said she was now in charge of this situation and she was finally able to issue our credit in August, and she said she would release the chairs for delivery, while sadly telling us that the chairs we were supposed to receive on July 13th were not ever released. Lakesha also blamed the previous agent for messing this up in our conversation, however there were endless amounts of issues that have been ongoing, so it felt like a cop out. At the time I spoke to Lakesha, she could not provide me with an expected delivery date at this time, but reassured me she would keep me posted regularly. Sadly, Lakesha never called me back after this conversation and I had to reach out to West Elm several times to verify that these chairs were still coming. On August 10, after not hearing back from anyone via email and after waiting on hold for another 45 minutes, I spoke to Roy Perez, who sounded sympathetic, and he confirmed my chairs were in route and expected to be delivered on August 16th. He also stated that he would call me on the afternoon of August 16th to confirm I received the correct chairs and offer me compensation for my headache with West Elms customer service. On August 16th, the delivery came and the same WRONG colored chairs arrived. I refused the delivery and requested proof of this via email, which I have in my possession. Also, on the afternoon of August 16th, Roy Perez never contacted me to ensure I received the correct chairs and offer me compensation as promised. At this point, we want a refund for the matching chairs we never received. West Elms customer service is absolutely poor and nonexistent. Their business and organizational hierarchy does not support customers actually receiving items that they paid good money for and definitely does not ensure comprehensive customer service especially when troubleshooting issues that occurred due to their own mistakes. I also have all of these correspondences documented via email (except Lakesha McCalls since she refused to email me) as well, so I can provide ample proof of this ongoing issue, in addition to requesting you access the recorded calls. It is now August 17, 2022, which is more than THREE MONTHS after my initial order for an outdoor table and I still do not have the correct chairs I purchased and the summer is almost over, so the table and chairs cant even be enjoyed for the season since we live in Chicago. The amount of time and emotional stress this has caused my husband and me is quite significant, and definitely not deserved after placing an order amounting to almost $4,000, for items that were supposed to arrive at the beginning of the summer.

Updated on 8/2/2022: Synopsis: July 13, 2022: I ordered an in stock + ready to ship item from West Elms website. July 31, 2022: Estimated delivery window came and went. Aug 2, 2022 at 0932: called customer service, product not ready for scheduling. 0940: I filed Consumer Report. 1020: I file BBB complaint. 130pm: Charlene V cancels my order so that the Consumer Affairs complaint can be marked as resolved. The long version: on 2 Aug at 3:22pm I receive an email from West Elm asking how my interaction with Charlene went. Super weird since I never spoke to a Charlene on Aug 2. Thinking this was an error and there must be a status update regarding my order, I check the tracking status and it says ready for scheduling. Excited, I called West Elms customer service and spoke with Laquista 2Aug at 4:08pm to inquire about status of delivery. (Was transferred by 1st rep who said the order was canceled and I needed to talk to a csr). Laquista says the order is ready to be scheduled for delivery and that someone will call me to schedule. I tell her that the website tells the customer to call. She says Well they usually call but Ill transfer you to scheduling. I am transferred to scheduling and an auto message tells me to enter my delivery zip code. After entering my zip code it automatically disconnects the call. I call back and spoke with Tanja who says the order is at the distro center at fidemitone NJ and provides their phone # 866-787-****. She then transfers me to this number. The distro says West Elm has yet to deliver the item to their distro so a delivery cannot be scheduled. They told me to call West Elm and get the tracking number and a trailer number and call the distro back with that info so they could perform a reverse lookup. Called West Elmagain and spoke with Asia at 4:31pm EST and asked for trailer number and tracking number. Asia says trailer # ** and the tracking # does not exist because West Elm has not sent the product to the distro. Asia then looks at the order notes and states the order was canceled at 1:30pm EST by Charlene because customer filed Consumer Report. Cancel order due to not in stock. Charlene V canceled my order immediately after I filled a Consumer Affairs complaint. Charlene V is also the name of the West Elm representative who responds to a lot of these Consumer Affairs complaints. Coincidence? I think not. I am still without my chair and seriously think the company is involved in multiple scams. First scam being false advertisement and second scam is with ensuring Consumer Affairs complaints are never posted. Original review: Ordered a In stock and ready to ship chair from the West Elm website on June 13, 2022. Delivery window was Jul 17-31. Called customer support on Jul 27 to see where the delivery was. The rep told me the chair was at their NJ warehouse and as soon as it's scanned Ill receive notification to schedule the delivery. I had family in town the weekend of Aug 1 expecting to have my furniture delivered before then or at least delivered during the window provided. My family have since come and left but my furniture is still stuck in limbo. Ive called multiple times and was told the chair is now still in fulfillment. **!!! Ive since ordered furniture from Wayfair which was delivered with white-glove service and no longer need the furniture ordered from West Elm. But because the West Elm order is still in fulfillment it's not eligible for a refund. Never ordering from West Elm again! Most of their products say in stock and ready to ship. This is a LIE!! I dont understand how a company can lie to the public and claim to offer services that are unavailable.

this company is a complete SCAM. Stay far away unless you don't care if they randomly delay your order 100x after promising to have it to you on time. They have guarantee after guarantee on their website about getting your order to you before Christmas. ITS A LIE!!! I ordered a chair on black Friday, they "guaranteed" me delivery at the latest by Dec. 17th, and here we are a month later and they randomly changed my delivery date to JANUARY 7TH with no notification and no heads up. they will most likely delay it over and over too judging by all their other reviews! Stay away from this scam company!

We ordered a leather sofa and chair knowing that it would take a few months to get in. Then, finally, we received notification that both items have arrived at the warehouse so we were able to schedule the delivery day. Finally, the truck pulls up...but only had the chair. We signed for it but made sure to write that only the chair was delivered. Apparently, the sofa was misplaced in the warehouse so we had to reschedule. We had to wait another 2 weeks but still, we were optimistic. The day came but no delivery. We called and called, and finally we reached someone from the warehouse who said the sofa simply wasn't picked up but had absolutely no reason why. He didn't offer to reschedule us and instead said he could refund us. I'm not even sure if we'll get the money back after reading all these horrible reviews. We'll never shop there again.

Absolutely terrible experience. One of the worst companies I have ever bought from, and I don't recommend buying from them. They kept delaying my order (two rugs) and sent me on rabbit trails to call and get anything sorted out-- then they told it's not their problem, it's their distribution center's problem and I had to deal with it or was out of luck. They wouldn't answer my emails or help me, even though I paid $250 in shipping...Their distribution center number was constantly busy. Wasted a lot of time and never got my order earlier...I wish I would have known this before buying from them. I'm really surprised they are even still in business with their terrible service. Don't buy from them or you'll regret it.