West Elm Reviews

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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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ID
#2635378 Review #2635378 is a subjective opinion of poster.
Loss
$300
Preferred solution
Full refund
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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ID
#2632481 Review #2632481 is a subjective opinion of poster.
Location
Ottawa, Ontario

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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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ID
#2626486 Review #2626486 is a subjective opinion of poster.
Product
West Elm Table
Cons
  • Undependable deliveries
  • Unprofessional sales staff and management
  • Inferior products
Loss
$1200
Preferred solution
Full refund

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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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ID
#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

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)

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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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
  • Customer service experience was terrible
  • 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.

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

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

My order

Hi, I am not a happy customer! For strange reason , after I washed my wonderful sheets, my fitted sheet and the duvet cover came out of the wash with spots. The rest of the set was fine. I door to your company , and while they were trying to help , they send me to your international department. They werent very nice. I sent them photographs of my sheets and I still until today , didnt get any response!!! I do hope I will hear from them, and the answer will be satisfactory! I really enjoy these sheets and very disappointed from the spots that appeared Your truly , Itia Golan 416 414 ****
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ID
#2513959 Review #2513959 is a subjective opinion of poster.
Location
Richmond Hill, Ontario
New Reviewer

Horrendous Experience

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.

User's recommendation: Do NOT ORDER FURNITURE HERE.

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ID
#2450858 Review #2450858 is a subjective opinion of poster.
Pros
  • Nice looking
Cons
  • Non delivery for months
Loss
$6000
Preferred solution
Need DELIVERY ASAP AND SUBSTANTIAL MONETARY COMPENSATION
I placed an order for Upholstery Fabric by the Yard, Chunky Basketweave color: Stone on October 16, 2020 with West Elm. West Elm with their poor communication and poor Customer Service kept changing the Delivery date each month. With no Email communication to advise of...
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ID
#2439857 Review #2439857 is a subjective opinion of poster.
Cons
  • Not trustworthy
  • Poor customer service
  • Poor customer communication
Preferred solution
Let the company propose a solution
New Reviewer
My wife bought a rug , on sale, about a month ago. It is shedding like crazy, I even have a baggie full of shed. I called your Westport Ct store, where we bought it. I talked to a sales person, she put me on hold so she could talk to a manager. When she came back she...
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ID
#2433120 Review #2433120 is a subjective opinion of poster.
Location
Westport, Connecticut
Cons
  • Lack of accountabilty
Loss
$350
Preferred solution
Let the company propose a solution

Shoddy couch

Bought Andes couch in August and with relatively little use the frame has broken. Just starting customer service process. Disappointed in quality.

User's recommendation: Steer clear.

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ID
#2432682 Review #2432682 is a subjective opinion of poster.
Location
Wilmington, Massachusetts

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Pricing question

I was recently at the West Elm location in dawsonville Georgia and an item was clearly marked at $45. Once I took it to the cash register the salesperson says that it was marked incorrectly. The item in question was a teal colored queen bed sheet set. She mentioned that the price that was afixed to the set was for duvet cover and removed the price tag. What is the policy surrounding clearly marked items and receiving those items at the marked price? She was clearly not operating in the West Elm way and she offered no apologies for the mistake. I was at this location on Monday February 15th. I shop at West Elm and would like to be appreciated in some way. Thanks in advance
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ID
#2425969 Review #2425969 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered