West Elm Reviews and Complaints
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14
ISSUES RESOLVED
57
COMPANY RESPONSES
612
TOTAL REVIEWS
$200K
CLAIMED LOSSES
$942
AVG LOSS
150K
PAGE VIEWS
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Customers don't like
- Customer service
- Lack of action to fix the problem
- Customer service response
Customers like
- Design aesthetic
- Style and design
- Product design
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West Elm in Red Bank, New Jersey - Halifax desk chair with castors $449
I little more than 2 years ago we purchased the Halifax rolling desk chair from West Elm (In Red Bank, NJ). Within a year we began finding ball bearings on the floor. This continued occasionally until today when one of the wheels just fell off! For the price we paid a chair like this should last more than 2 1/2 years. We've been scouring the internet for a solution and found this site. I assumed West Elm would blow us off....and from what the two other reviewers have stated, my assumptions are correct. We will continue to search for a solution...but in the meantime I wanted to add our experience to the list here. For the record, we also purchased an upholstered chair from West elm and have been very pleased with it.
West Elm - Worst customer service for well known store
I ordered a quilt and returned it the day after delivery because it was the wrong color. My credit card was to be refunded but it was not. As others have reported, I received a gift card in the mail instead. I immediately called customer service and was told as soon as the gift card was deactivated I would get my credit card credit. It has been a month and still no credit. Have called 3 times, sent 2 emails and I get the same story over and over. Have spent over 2 hours on the phone and now I am waiting for a call back from a supervisor that was supposed to take place 30 minutes ago. I am thoroughly disgusted with this companies customer service or lack thereof!
West Elm - Shoddy construction and NO customer service
Ordered recliner.10 weeks later, delivered. Shoddy construction, puckered fabric seams, VERY difficult to recline, frame out of square, nothing aligns, looks like sewn,assembled by a third world child. Contacted West Elm. *** apoligies, no response from Service Dept. Going on for weeks..... *** company standards.
West Elm - Owes me $2,800 - never got my $ back
I returned a defective couch in October 2018 and never received my $2,800 refund. They sent me gift cards (when I was told I would get a refund to my credit card), then told me they were cancelling the gift cards. They sent me two more sets of gift cards, both times I called, waited on hold for an hour or more, they said they were cancelling them and refunding the money to my credit card and still nothing. It’s been three months and I’ve spent countless hours on the phone and still don’t have my money back. I’ve submitted a complaint to the better business bureau and am now disputing the charge with my credit card company.
Product
I didn't like
- No solutions offered
- Product quality
Three months ago we received our Henry sofa with chaise (and sleeper). It’s has been rapidly degrading ever since, even with light use and good care. There are three key issues: 1. Fabric piling: the high-performance fabric has had no abuse from us but is completely...
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West Elm - Reward Dollars
West Elm reward dollars are a *** program. The reward you earned are not given to you, they want to keep it...it expires quickly. We were not aware of expiration. Rewards should not expire. I am taking them to court!
I ordered a Mod Upholstered Bed Set with custom fabric on September 12, 2018. It was scheduled to be delivered on December 13, 2018, but the delivery crew discovered that they were missing screws. The delivery crew left the bed frame in pieces in my room, which I had...
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Product
I didn't like
- Customer service response
- Delivery and product quality
After spending almost 30 minutes on hold — part of it in compelwte silence, their reps were “swamped” and completely unhelpful. I ordered furniture to be delivered by home delivery in TWO MONTHS. I wanted to add to the order AKA spend more money. After being lectured...
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West Elm - Henry Sectional Cushions...flat as a pancake
We purchased the West Elm Henry sectional 2 years ago. Shortly after the purchase, The cushions are so flat that it is painful to sit on. The cushions have no resiliency left at all. This sectional was not cheap and should certainly last longer than a year. To add insult to the pain in our backsides, I’ve contacted West Elm customer service several times and have yet to get a response. I would have been better off using the $100 sleeper sofa and love seat combo I got for my daughters college apartment at Habitat for Humanity. Please do something about the fact that I have to turn and fluff and adjust the cushions several times a day!
Product
I liked
- Variety
I didn't like
- Display had much higher quality material
Similar to West Elm
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
I got this as a gift - no time to buy something else - now I have to manage my time to take care of this horrible customer service. I got a repaired BROKEN marble cheeseboard. It was cracked and glued and shipped to a first time customer - horrible!!!
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I had the same thing happen to me with the same exact sofa. West Elm agreed to let me exchange the sofa (after saying that they have never heard of this happening before). How...