789 West Elm Reviews | westelm.com @ PissedConsumer

Kimberly B Xeg

West Elm and Potter Barrn Delivery Service is the WORST!

Nov 17, 2023

1.0

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 customer service
Atrocious delivery systems in place

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

Guest-5106700 |

Kahului, Hawaii

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

Sep 14, 2023

1.0

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 |

Sunny Isles Beach, Florida

HORRIBLE delivery coordination

Sep 30, 2023

2.2

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

New York, New York

Poor customer support

Oct 03, 2023

1.0

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

Guest-5182732

Hightstown, New Jersey

Help with gift card emailed to recipient

Oct 05, 2023

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

Anonymous

Guest-4743554

Wichita, Kansas

Damaged item

Jun 30, 2023

Table was damaged on delivery. Waiting for replacement. Not happy and wonder if I'll ever buy from West Elm again

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Anonymous

Guest-5310780

Jeddah, Mecca Region

BAD EXPERIENCE Jeddah

Nov 12, 2023

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

Laurie H Vef |

HORRIBLE CUSTOMER SERVICE

Oct 25, 2023

1.0

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:

Service help with purchases
Products

Cons:

Horrible customer service
Robotic response

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

Guest-5074203

Longwood, Florida

No one ill help

Sep 08, 2023

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.

Amy P Mvl

West Windsor, New Jersey

WORST COMPANY OF ALL TIME

Jul 07, 2023

1.0

I ordered a vanity months ago, the first attempt to ship was 3 months later. The day it was set to arrive I called multiple times because I got an email saying something about rescheduling but they kept saying its on the way, be there ready to receive. Missed work, had the to pay the renovators the full day of work to only find out hours later that it was actually damaged beyond repair at the warehouse. They had to order a replacement. Months later the replacement is scheduled for delivery and the day of delivery they call and say that the vanity was lost in the warehouse and now we have to order A THIRD ONE. ANOTHER REPLACEMENT. I *** hate this company. I called to try to complain and was redirected to someone names Christy I asked are you a manager and she she started literally LAUGHING and saying what do u want I can help u. I said miss are you drunk? Cause u are slurring your words and laughing while Im clearly Im distress and she yells at me and hangs up the phone. This company is committing some kind of fraud. Its crazy. DO NOT ORDER

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Loss:

$5000

Cons:

Delivery cancelled no phone call we waited 4 hours
Product quality
Delivery

Preferred solution: Deliver product or service ordered

User's recommendation: STAY AWAY. DONT ORDER

Robin M Uah

Robin M Uah |

Nashville-Davidson, Tennessee

This company is a complete nightmare!

May 20, 2023

1.0

Original review May 20, 2023

I honestly don't know where to start. I have 3 pages of notes, contact with several store managers, phone calls, emails, etc. My daughter bought a new home and my gift to her was bedroom furniture from West Elm. Since we were told it was in stock and should be there in a week, I was not surprised when my credit card was charged, and they took out the money. Months later, they still have my money and we do not have all the furniture. We finally got a dresser a week ago or so. We were lied to from the start about a simple delivery date. We have been hung up on, dismissed, given wrong information or no information. We have missed many days of work waiting for deliveries that did not come and then lied to about it. At the moment I am writing this, we were finally expecting the bed to be delivered today. (after many attempts!!) And of course, they show up with no call after we had been waiting all day and do not have all the bed. Now they are saying they have to schedule another delivery date. For weeks, I have been emailing customer service and not one person has responded. This has been a complete disaster. They have caused us a great deal of stress and anxiety. If they had been honest from the start, the expectations would have been different, but they were not. To not answer the emails sent or return phone calls is just unacceptable. To actually take my money and not provide the product I believe would be fraud. I will file a complaint with the BBB and anywhere else I can do so. Please, before you order anything at all from West Elm, read the thousands of reviews and complaints this company has. There is no excuse to treat their customers they way they do.

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Loss:

$1600

Cons:

Poor customer service and deliveries not showing up

Preferred solution: Compensation for all of the missed days of work, 4 as of now. Compensation for anxiety, stress, and no one doing a single thing to help us correct this mess.

User's recommendation: Do not order from West Elm. Please read reviews before you do so.

Donna B Zdv

I have never got my order and was charged

Jan 15, 2023

1.0

West Elm - I have never got my order and was charged

Original review Jan 15, 2023

Although I spent over $$7,000 on furniture and I was assured everything was in stock when I ordered it sept 15, 2022 I still have not received my products. On Dec 10, 2022 they finally called me to deliver my two beds when they came to deliver them one was completely missing and the other one was broke. This left me with no queen bed and a broken full size bed. Im also missing my end table. Remind you, I was charged in full for all of these items Numerous calls to west elm in Chelsea Rene is my sales person, only for them to never call me back or when they do they tell me they are working in it. Nobody is working on anything and Im left sleeping on the floor for months and my elderly mother on the floor till Dec, and now sleeping on a broken bed. Im beyond disgusted I want to be compensated for this nightmare and I want my products and an explanation of what is going on!!! I spoke to customer service in Oct 2021 again the day of delivery Dec 10,2023 when the stuff was delivered missing and broken with not one response. The only email I get from your company is 10 times a day about stuff for sale !!! Im expecting a response and this condition to be corrected.

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Pros:

Nice looking furniture

Cons:

Never get delivery
Horrible customer service
Bad quality

Preferred solution: Price reduction for sleeping in the floor for months and being lied too plus , delivery of my product since the place is already measured and furnished to match those beds and nightstand

User's recommendation: Never buy anything from them no matter how nice it looks, I purchased stuff that said “ in stock” and it never came and they take your money in full with no refund

Anonymous

Guest-4525100 |

Falls Church, Virginia

Cushion Defects

Apr 18, 2023

1.8

Had a brand new couch delivered in early January and as soon as we sat on it the cushions left horrible sagging indents. Went to store with pictures and they confirmed there was an issue and sent us to customer service. 4 months later, multiple calls and finally they schedule a 'repair' service - which we thought meant new cushions. They just sent 2 guys with an IPAD to take more pictures - and 3 weeks later no follow-up on the status.

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Christa T Erc

Delivery Service

Apr 03, 2023

1.8

I scheduled the delivery for my little girls bed weeks ago. Today the delivery driver was to be at my home between 12 and 2, the ETA at 12:39. I boke down my daughters old bed and cleared the room so that the "white glove" delivery would go as smoothly for West Elm as possible. At 12:40 I called to find out where the drivers were. After a brief hold I was told the drivers were running 1.5 hours late. They would not be delivering my daughters bed until 3:30pm. No one called me to inform me of how late they were. I asked to speak with a supervisor and was told there was not one I could speak with but that one would call me back. At 2pm, still no call. I called back and again was told the delivery would be late. I asked again to speak with a supervisor, after push back I was put on hold for more than 5 minutes. I hung up to call West Elm customer service and finally received a phone call letting me know they had rerouted the deliveries for the day and they would be 20 min late. As I type, they are now 30 minutes late. I will be leaving to pick up my children from school in 30 minutes. Hence, why I requested the delivery time prior to 2pm. This is my second *** delivery service with West Elm, 6 years apart. I am so disappointed in their service and lack of give a *** by the way, the bed and mattress have been paid for in full.

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Pros:

Style of furniture

Cons:

Customer service and delivery

Preferred solution: Apology

User's recommendation: Their customer service is awful.

Siu M

Siu M | |

Skokie, Illinois

Complaint

Nov 09, 2022

1.9

Updated by user Dec 09, 2022

Some lady named Katie emailed me stating that she tried calling me and my voicemail was full which is a lie. I only had 2 messages saved.

She stated that she sent a request to the headquarters to replace the couch set and ottoman and will get back to me in a week with their response. I mentioned that the material should be replaced to my liking because your sales rep picked this one and my skin is itchy with the one he picked. She never got back to me and when I followed up, she stated that headquarters refused her proposal and the case is closed.

I responded that I did not understand and there is no more communications. So, problem never solved and I have been scammed!!!

Original review Nov 09, 2022

Been fighting about my couch for 2 years. Sales Rep picked out material. I picked out color. Couch sagging and material is fuzzing/little balls. Getting rash from material. Got it replaced once. Calling every month or two complaining and trying to get it replaced or returned. Customer service is very rude. Now they say its over one year and they cant do anything about it. They do not have Corporate Office contact info. NOBODY HAS CORPORATE OFFICE CONTACT INFO. WHY???

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Loss:

Pros:

Sales rep
Nice stuff

Cons:

Corporate office untraceable
Poor quality of items
Customer service and return policy

Preferred solution: Replace with different material or different couch. Or store credit to buy different couch.

User's recommendation: NEVER GO THERE!!!

Maclean Vdn

Maclean Vdn | |

Los Angeles, California

Lied to and horrible customer service

Feb 17, 2023

Long story short, I placed an order for items in January. I realized that an incorrect address was entered and immediately called to request a change of address. I spoke with a very nice agent who gave me the option of cancelling my order or paying to have a replacement order issued to the correct address. Needless to say, I spent a lot of time one the phone with representative that were unable to give me definitive tracking information on my replacement orders. I finally received email notification after three weeks that my items shipped and I would receive them shortly. I got confirmation today that my item shipped and was delivered to the address That was incorrect!!! I spoke with one of the most aggressive and unprofessional team leads ever. She informed me that it is not WE policy to issue address changes. When I stated that I was never apprised of this policy when I had spoken with three of the previous representatives. Trisha (the team lead) basically called me a liar and told me that it was in the notes that I was informed by a previous representative. I inquired why would it be necessary to place a replacement order if your policy is not to change the address for existing orders? Why did one of the items from my order he shipped to the address I requested? She did not reply to my question. Instead Trisha stated that the order already shipped and there was nothing they could do. Ive ordered several items from WE and will spend my money with companies that value my loyalty and business

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Preferred solution: Price reduction

User's recommendation: Buy from retailers who care about your business

Contact Information

Website:

www.westelm.com

Mailing Address:

3250 Van Ness Avenue

San Francisco, California 94109

United States

Phone:

(855) 860-3081

Contact West Elm Customer Service

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West Elm

West Elm Overview

Media from reviews

Top West Elm Reviews

"Order 323333****46"

"West Elm and Potter Barrn Delivery Service is the WORST!"

West Elm and Potter Barrn Delivery Service is the WORST!

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

HORRIBLE delivery coordination

Poor customer support

Help with gift card emailed to recipient

Damaged item

BAD EXPERIENCE Jeddah

HORRIBLE CUSTOMER SERVICE

No one ill help

WORST COMPANY OF ALL TIME

This company is a complete nightmare!

I have never got my order and was charged

Cushion Defects

Delivery Service

Complaint

Lied to and horrible customer service

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