West Elm Reviews and Complaints
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14
ISSUES RESOLVED
57
COMPANY RESPONSES
639
TOTAL REVIEWS
$220K
CLAIMED LOSSES
$961
AVG LOSS
160K
PAGE VIEWS
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Cons
- Customer service
- Lack of action to fix the problem
- Late delivery
Pros
- Design aesthetic
- Style and design
- Design
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- Latest review first
- Most helpful reviews first
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West Elm - PURCHASED COUCH
PURCHASED AN ITEM IN FEB GOT DELIVERED DAMAGED WAS TOLD IT WOULD BE REPLACED BY THE DELIVERY TEAM. ITEM WAS NEVER REPLACED IT IS NOW JUNE STILL NO ANSWERS. WORST CUSTOMER SERVICE. AFTER NUMEROUS PHONE CALLS TO THE STORE AND CORPORATE STILL DONT HAVE A COMPLETE COUCH NOR ANSWERS AS WHEN THE ITEM WILL BE DELIVERED.
Review
Product
Reason of review
Damaged or defective
Loss
$4000
Preferred solution
Deliver product or service ordered
I just ordered on memorial day two sectionals, two coffee tables, two rugs and a chair. But because of online complaints of piling with one sofa, I wanted to return the sofa, rug and chair. was able to cancel sofa but was told that I won’t be able to cancel the rug and...
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I really should have learned the first time. Back in 2017, I posted here about the NIGHTMARE it was ordering a couch from West Elm and actually having it delivered. Feel free to read that review here:...
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Review
Service
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Deliver product or service ordered
Damaged Furniture and Absolutely No Response from West Elm
West Elm Customer Service is nothing short of a disaster. I ordered a custom-made sofa. The sleeper sofa portion of the furniture did not work after one-time use. I am now several hours into calling West Elm, sending them photos as requested, getting cutoff, lost in their maze of holding queues. Getting to a manager is nearly impossible. They quote response time of 10 days to even address a problem. Do not buy from this company unless you are willing to deal with their total disrespect and incompetency.
Review
Reason of review
Poor customer service
Loss
$3
Preferred solution
Deliver product or service ordered
West Elm - Terrible experience trying to return RECALLED item
I have been trying for months to get a replacement for my Peggy sofa. It was recalled years ago due to poor quality issues - the quality issues I am having are a whole other story - the sofa is terrible. I have given them all my information but do not have the reciept from my purchase four years ago (of course) and they wont take it back. I've even offered to bring the physical sofa into a west elm store to prove I own it ! Not only have I spent thousands at west elm, I am also an interior designer and have spent thousands on behalf of my clients. Never going to refer them to west elm again after this TERRIBLE customer service - I have the physical sofa in my possession, what else do they need?!!
Review
Product
Reason of review
Poor customer service
Loss
$1700
Preferred solution
Let the company propose a solution
I bought 4 Jardine outdoor folding chairs and a bench 5 years ago. After 3 seasons I noticed black stains on the wood of one chair.. After four seasons the chairs started to loose pieces. This year all the pieces I bought turned into rotten mush and completely...
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Review
Product
Reason of review
Bad quality
I purchased a dining room table and chairs January 1, 2019. The staff at the store were great helping me pick out the furniture and placing my order. The table was delivered on time, set up and looks great. The problem is I have a table and no chairs. I knew initially...
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My wife and I purchased the Henry Sleeper Sofa from West Elm less than a month ago. We spent a considerable amount of money on the couch, only for it to begin sagging less than a week after we got it. Now there are multiple dips in the seat cushions. Furthermore, there...
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2 comments
Any resolve with west elm. We have same problem with our henry.
Its BS. Please lmk as i am going to start complaint with west elm
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West Elm - Defective merchandise and worse customer service
ordered a concrete table that cracked within a few months. multiple phone calls I finally received an email to send photos. Another long wait to have it picked up. I was told I would be refunded when I refused a replacement. WE NEVER calls you back. I made at least 15 phone calls, talked to 4 supervisors, all of whom told me different things, each telling me the last person was WRONG! the last one told be too bad, all I could get was a merchandise card. I don't ever want to go into this store again, let alone spend $800 + there. This has to be the most frustrating experience I have ever had with a store. You wouldn't think such a large corporation would be such penny pinching misers, particularly when its merchandise is no good.
Review
Service
Cons
- Quality
- Knowledge of customer service
- Customer service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$822
Preferred solution
Full refund
Tags
West Elm in West Van Lear, Kentucky - *** merchandise and they don't stand by it
Ordered a concrete table. Cracked within a few months, poorly made. Called, told I would get a refund when I refused a replacement. Got a merchandise credit. called multiple time, put on hold, given multiple different reasons for not getting a refund, each one telling me the last person was wrong! Spoke with 4 different supervisors. The last one basically said tough luck.
Review
Service
Cons
- Lack of taking responsibility for their mistake
- Customer service and delivery
- Post-sale service
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Do you have some type of warranty for the chairs? I’m just a little confused since it’s been so long since you bought them.
Things wear out and need replacing sometimes. It would never occur to me to take a five-year-old purchase back to the store and expect them to do anything.