West Elm

I recently put in a large order for various items of furniture online. While navigating the West Elm site I vainly searched for delivery schedules but it was not until the order was complete and my credit card charged that I learned that most of the items would not be delivered until January 2026.

I am a recent widower and left all my furniture so as not to be constantly reminded of my loss so I am living in an empty apartment. I could wait for the other items, despite the discomfort of a long lead time but called customer service to cancel the loveseat. After a long time on the phone, the agent said the loveseat portion of my order was canceled. I then bought a loveseat from another vender that had it in stock.

When I followed up with West Elm customer service on Oct 12, I was told that I could not cancel the order as it was "custom" order which is ridiculous since the item in question was not scheduled to be delivered for 3 months and moreover there was nothing customized on the loveseat. I pleaded with the agent saying I could not fit the loveseat in my tiny apt as I had already purchased another. The agent said she'd get back to me on Oct 13. She never contacted me and my phone calls and emails went unanswered.

I was treated with discourtesy and the agent implied that I needed to be more computer savvy.

I am a 76 old man but feel I am moderately able to navigate through computer sites yet I could not find anywhere that indicated such a long lead time. The people in this company are a disgrace and I sincerely hope that it goes out of business.

Purchased the 105' Andes L-shaped sectional in the Performance Basketweave fabric for around $4,500. We received the couch in May 2023, and within a month, it was pilling.

Within a couple of months, it was pilling so badly that it looks like we've owned the couch for a decade or more. Like, it literally looks terrible. (Pictures can't accurately convey how bad it looks.) I have tried washing the cushion covers, steaming them, flipping them; I even bought an electric pill remover. Nothing makes a difference.

It's so bad that we now let our two dogs and our toddler bring whatever they want onto the couch because it couldn't possibly look worse than it already does.

We reached out to West Elm a few months after purchase and chatted with their customer service. They basically said sorry, you're SOL. I asked if this was a common issue with this fabric, and they said no...

well, a quick Google search will tell you otherwise. It seems this is an issue with all of their fabrics, not just the Performance Basketweave. It is seriously deceiving to call this fabric 'performance' anything when it can't even handle a month of light use.

I asked if they could at least send me new cushion covers, but nope. I sent them a ton of pictures, and the customer service rep confirmed it should NOT look like it does, but she still said there was nothing she could do.

Actually, it may be forever + 1 day before they deliver. Ordered and paid for an outdoor planter mid-May.

Invoice shows a range of delivery dates, the latest of which was one month from the date the order was placed. Three days before the latest delivery date, the date gets pushed out another couple of days. On the rescheduled delivery date, we get...nothing. I place a call to customer service and am informed that they cannot get in touch with the shipper because it's past regular business hours.

I am directed to call back the next day. I repeat the call the next day and am put on hold for 10 minutes because the West Elm customer service agent cannot get hold of the shipper. The customer service agent finally gets in touch and cites a 'latest delivery date' and to await the message from the shipper. Guess what, the shipper's schedule cannot accommodate the 'latest delivery date' promised, and it gets pushed out yet another week.

All in, 6 weeks after payment and zilcho delivered.

Wouldn't recommend West Elm for delivery - the product you paid for weeks/months ago does not show up. Never again.

This is the 3rd product in last few years I purchased that is extremely poor quality! Surface level beautiful but cheap and unacceptable (especially at the prices they charge).

They pretend to compete with Pottery Barn and Crate & Barrel but they are Ashley with pretty showrooms. I will NEVER buy from them again. Pillow cover is disintegrating! It is decorative!

No one has leaned against it or used it in any way. Thought there was lint on it and noits basically *** I look more closely and there are multiple spots. Of course no offer to return because it is outside 30 days! West Elm Azalea Pillow Cover DO NOT SPEND $49 on this cheap piece of cloth.

All the reviews are to be believed. Its a matter of time before they file for bankruptcy after they take everyones money.

They will claim it is the economy when it is actually mismanagement and the use of cheap suppliers. Goodbye forever West Elm.

My experience with West Elm has been a five-month nightmare of delays, misleading promises, and an incredibly frustrating lack of follow-through. After spending nearly $30,000 on what I was told would be high-quality, promptly delivered furniture, I feel completely let down by West Elm.

Here's where it all began: My sales rep pressured me and my partner into purchasing within a 2-hour window to 'guarantee' delivery within 4-8 weeks. Apparently, they're not supposed to make these guarantees because things are out of their control (but that didn't stop her). The rep also claimed that if we opened a West Elm credit card, we'd not only get our items delivered in this timeframe but also receive 10% cash back on our total ordera huge incentive for us. However, none of this turned out to be true.

We specifically changed the items we originally wanted to less desirable ones because we were assured these would be delivered earlier. Every single piece, except for one item, was promised within that 4-8 week window (most were promised within 4 weeks). But here I am, five months later, and the lies have continued. Our sales rep made these promises and lied, knowing that she was leaving the company and wouldn't have to follow through on anything she personally guaranteed.

When she left, no one picked up the slack, and I was left to deal with broken promises on my own and a game of hot potato where I was passed on to about 5 different customer support people. I was finally transferred to one singular support rep, who I was told would be the person who would handle all of my issues. She even assured me that all these delays and issues would be compensated, but only once the order was complete. I trusted her word and waited patiently, despite months of delays, damaged items, and very sparse communication.

I was told over and over that once everything was delivered, West Elm would make it right. But what happened instead? After months of waiting, more lies, and more delays, I completed a survey detailing just a fraction of my experience, and I received a random call in the middle of the day from the Concierge team to learn more about what I submitted to the survey. I quickly chatted through some of the issues I had experienced and she quickly offered to take care of the gift card issue.

They offered me a relatively small gift card to resolve one small issue related to the discrepancy in the rewards I was promised when I opened the West Elm Credit Card. Even this one issue wasn't resolved. I accepted this gift card, thinking it was part of a larger compensation package. Instead, I later found out this closed out my entire case.

At no point was I told that accepting this minor compensation would negate all the other promises Jerica had made. Jerica, who had been handling my case from the start and made multiple assurances that West Elm would compensate me once everything was delivered, now tells me she can no longer help because the case is 'closed.' After five months of delays, changing items I didn't want to get delivery faster, and being pressured to open a credit card, I'm left with just a portion of the missing gift card/rewards that they already owed me to make up for months of stress and inconvenience. To be clear, I would never have opened the credit card without the full promise of 10% back on my nearly $30,000 order, which I didn't get. The rep knew I wouldn't get that compensation, pressured me into making the purchase, and then left the company.

Now, I'm left to deal with the fallout. Despite spending months on this, my trust in West Elm has been completely eroded. The lack of transparency, poor communication, and outright misleading promises have made this the worst retail experience I've ever had. I was patient and reasonable throughout, trusting that West Elm would keep their word.

Instead, I've been misled, lied to, and left with no recourse. Bottom line, don't trust a single word that anyone at West Elm ever says - either in-store or through support.

More of the same. Spent $485, the item has after several weeks not arrived.

Nobody can tell me when it will arrive or if it will arrive before xmas. Further, both reps. that I spoke with hung up on me after I asked to speak with management. No resolution, no service - the company does not offer any specialized service to escalate complaints, just a call center where individuals are trained to respond by script only.

They have no authority or ability to mitigate the complaint, hence they hang up when you request to speak with a manager. The shipping charge is especially egregious when they dont even ship to the house, you must go to the store.

Which means they ship in bulk, with multiple item arriving at once, it is why they cant track individual items. Therefore the shipping charge is simply a cash grab.

West Elm does not have fair business practices for delivery fees or for billing for items in advance. They force you to use "White Glove Delivery" which means high prices for small items.

I have a particular issue with them charging my credit card for payment IN FULL for an item I will not receive for 6 months. Other businesses may charge a small deposit, or won't charge the credit card at all until the product ships. Not West Elm- I asked.

Basically, they will make money on your money for 6 months, while you pay interest on it and have nothing to show for it. If this is legal, it shouldn't be.

They charge you for your order in May and say all items will be delivered together in July. Ok, one item arrives at the destination delivery center in June and the final item is said to be on the way first in early August, then in late August, and then in late September.

By now, I'm concerned the first item is all moldy in the delivery center all summer in South Carolina. When asked if they could deliver it, they said no and there was nothing they could do to help me with this. They couldn't release the sofa in the delivery center, which had been there for 2 months locally. Poor service and very inflexible.

Meanwhile, we have no bed or sofa and nowhere to sit.

And it's right there, just waiting while they delay the last item. No compassion or remediation for the repeated delays.

We purchased a $4,000 patio set in June of 2023. We did not receive it until the end of August, 2023 so we did not even take the plastic off the cushions, as summer was all but over in the Colorado Mountains.

We just went outside last weekend to enjoy our new deck and patio set and realized the finish on every single piece of this 9 piece patio set is wearing off horribly.

I contacted West Elm today and they said there was nothing they would do. I am absolutely disgusted with them and somehow didn't see all the horrible reviews before we spent all this money. I wish I had done my research better before got totally scammed.

It's impossible for me to have a positive and respectful attitude about this. STAY AWAY FROM WEST ELM!

I have always loved West Elm's style and products. Finally, I pulled the trigger on what I thought was quality furniture to last several years.

Ten months later, the furniture looks worn and dingy - absolutely terrible for the price paid and quality expected. I called customer service and was told because it was delivered with a black mark on the back - which has nothing to do with the overall wear and tear - and I got a discount of 250 dollars, it was a final sale. Keep in mind it took hours on the phone and waiting two months to even have the furniture delivered.

No one in their right mind would wait another two months. I'm sick over the entire experience.