Garner Vyn

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Terrible customer service

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I returned a set of curtains via UPS and was charged a shipping fee. There was no mention of this shipping fee on the return website or return email that I received. Contacted customer service and they would not waive it. I have returned products with other retailers (Gap etc) via UPS and was never charged a return shipping fee. I will be taking my business elsewhere.
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Loss:
$12
Cons:
  • Expensive
  • Rude customer service

Preferred solution: Full refund

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Kahului, Hawaii

West Elm's Sofa Saga: A Customer's Nightmare

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West Elm's Sofa Saga: A Customer's Nightmare
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.
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VM M

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Verified Reviewer
| map-marker Sunny Isles Beach, Florida

HORRIBLE delivery coordination

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I have been trying to receive my clients order for over a month and they failed to send the COI to the building TWICE and had the truck forced to cancel the delivery. When I call customer service, attendant CARLOS hang up on me saying I was breaking up. He clearly hang up and I still havent received my clients order. FRUSTRATING.
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Pros:
  • Good price x quality
Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: NOT GOOD post sales service

Edward D Vki
map-marker New York, New York

Poor customer support

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Bought an electric reclining sofa during COVID. Been using it for a while when electric motor or switch or something died. West Elm blew me off and indicated that there was nothing they could or would do to help. Now the recliner is just a plain couch stuck in recline. DO NOT BUY ANYTHING FROM THEM THAT IS MECHANICAL. WHEN IT BREAKS ( and it will because it is so poorly made) they lose your number
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Pros:
  • Nice stuff on the surface
Cons:
  • Poor performance

Preferred solution: I would like it fixed

User's recommendation: Never ever shop there.

Anonymous
map-marker Hightstown, New Jersey

Help with gift card emailed to recipient

There are two way to do this and the way I did it first was unclear, as it says 'who is this for' and wasn't sure if it meant email or just names. So I was in a quandary and called. I got a very helpful guy who walked me thorugh it. You need to make that process clear as it too way onger than it should have, in the past I've done West Elm gift cards and didn't have this issue.
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User's recommendation: Go to bottom of West Elm home page and there (buried!) is rssources in which gift card is found. Not easy

Jenny O Beq

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Verified Reviewer

Awful Costumer Service

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I called them with a simple question on ordering an outdoor sofa cushion cover and they couldn't answer the question and the supervisor was unwilling to come to the phone. For a high end furniture store, I would expect more. I was going to place a $4K order and now will not be placing it due to the terrible customer service.
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Cons:
  • Terrible customer service

User's recommendation: Do not order from them.

courtney h Jqg

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Verified Buyer

Appauling customer service

West Elm - Appauling customer service
West Elm - Appauling customer service - Image 2
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.
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Loss:
$300
Cons:
  • Rude customer service
  • Value
  • Cheap

Preferred solution: Deliver product or service ordered

User's recommendation: I would just stay away - unless you can buy something off the floor.

Anonymous
map-marker Allentown, Pennsylvania

To find out the reason why my money wasn’t refunded after I returned the branch in the same condition I received it.

I returned the tree branch because it didnt have thae real life appearance as advertised possibly because I have several real plants. Even though the item was returned most of my money was kept.
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Anonymous
map-marker Allentown, Pennsylvania

All of my refund taken after merchandise was returned

The faux branch I purchased did not have the real life appearance as advertised possibly because I have many real plants in my living space. I was told my money would be refunded as a one time courtesy.
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Anonymous
map-marker East Walpole, Massachusetts

Disappointing Rug Puchase

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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.
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User's recommendation: Do not buy fabric items from West Elm.

Anonymous
map-marker Surrey, British Columbia

They take your money!

We spent 1000s of dollars and they lost our shipment and the customer service has been awful. They do not call back and promise you they are looking into it. We have been waiting for 3 months for our order to be found. Had I read these reviews earlier, we would not have bought from here. This place is not worth it!
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User's recommendation: Do not purchase from here

Karigan Loi

Still waiting...

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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.
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Preferred solution: Price reduction

Kimberly B Xeg

West Elm and Potter Barrn Delivery Service is the WORST!

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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!
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Pros:
  • Great furniture
Cons:
  • Atrocious delivery systems in place
  • Atrocious customer service

Preferred solution: Apology

User's recommendation: Unless your are okay with being frustrated and waiting for a long time for your items, shop elsewhere!

Anonymous
map-marker Jeddah, Mecca Region

BAD EXPERIENCE Jeddah

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
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Laurie H Vef

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

HORRIBLE CUSTOMER SERVICE

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West Elm - HORRIBLE CUSTOMER SERVICE
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We purchased drapes back in 2021. Recently went to clean them and looked at the tag for directions. Followed the directions, and they shrunk 6 inches. West elm is refusing to stand behind their product. Not only will they not replace them, they are suggesting a laughable 10% off. These were $250 drapes. I don't understand how you expect to retain any customers when you treat them this way. It's their mistake for having those directions on it, and they should fix it. Its not my responsibility to pay them more money. Customer service was robotic and infuriating.
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Loss:
$212
Pros:
  • Products
  • Service help with purchases
Cons:
  • Robotic response
  • Horrible customer service

Preferred solution: A replacement

User's recommendation: Just don't bother buying from them. I loved the company, but they are horrible and I won't buy again.

Anonymous
map-marker Longwood, Florida

No one ill help

I purchased a mindfully made wood bowl from pottery barn, it had a crack, i took it back to a different pottery barn store they would not accept it due to crack in the bowl. I called the 888-922-**** phone number provided and left multiple messages and no one ever called me back, I sent messages to the contact information provided via email and no response. I cannot reach anyone to help me. I have a bowl I paid $109.00 for that is worthless. This is no way to take care of a long time customer.Time to reevaluate my relationship with the company. I have no-one to help with this situation.
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User's recommendation: do not buy unless you look at the package before you leave the store.

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