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We bought $400 Staggered Glass Chandelier, 8-Light, Antique Brass 1 year and half ago. Two weeks ago, I noticed one of the globes has two cracks, so I contacted West Elm. Firstly, I emailed them and never heard back from them for 3 days (beyond their promised response...
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1.4
#1307422
Every call to customer service entails at least an hour on hold, only to be answered by angry, disgruntled employees who don't know how to answer simple questions like "Can you give me an expected delivery date?" or "Do you know where my order is?". I've even been hung...
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#1305065
My return was picked up on July 5th. The system shows the return was received more than a week ago. A Senior Lead for Williams-Sonoma Inc claims they processed two credits to my Amex on July 6th for $1274.59 and $783. A customer service representative from West Elm...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello, Thank you for your post. I apologize for this continued experience. I've sent you a private message with my personal contact information. I look forward to hearing from...

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,Thank you for your post. I can certainly understand and appreciate your frustration and disappointment with us. I'm truly sorry for this experience.I would like to revie...

1.8
I didn't like
  • Excessive wait times with customer service
  • No respect for my time
  • Damanged merchandise
#1303639
The fabric on the floor sample couch in the store was soft. I ordered the same fabric. Couches delivered today, the fabric feels like brillo. Business with West Elm -- never again.
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,Thank you for your post. I'm sorry to hear you have concerns about your new sofa. I'd like to hear more about this.At your convenience, please email your order number to...

1.9
#1300711
Received terrace coffee table on 6/22 damaged. Called to initiate replacement and UPS pick up of damaged table. After waiting 50 mins before speaking to anyone , agent informs me that I would receive replacement table on Thurs 6/29. Evening of 6/29 have not received...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Thank you for your post. I'm sorry for this frustration and disappointment. I've sent you a private message with my contact information. I look forward to hearing from you.Sin...

#1299348
I bought aBrooklyn 66.5" Sofa, Leather, Sienna a week ago, and scheduled delivery for today. The delivery service came and they brought a chair. When I told them I bought a sofa, they called the warehouse and they realized they had mistaken the labels. The sofa is...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello, thank you for your post. I can certainly appreciate your frustration and disappointment with us. I've sent you a private message with my contact information. I look for...

2.5
I didn't like
  • Lack of taking responsibility for their mistake
  • No solutions offered
#1296998
I ordered my leather Hamilton couch in February and received it in June. Because it was a custom color (navy) I cant return it; however, it is terrible quality, unbelievably uncomfortable, and was a gigantic waste of 2800 plus 300 in shipping! I am disgusted. When you...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello and thank you for your post. I'm sorry to hear you are disappointed with your Hamilton. I've sent you a private message with my contact information. I look forward to yo...

OpenTiffany
OpenTiffany

That was an excellent review ; the very model of that which I wish so many other complainants posting to this forum would follow. Specific, concise, sufficiently informative b...

2.4
I didn't like
  • Terrible sofa quality
#1296083
I ordered a the hand looked shine rug on June 19th with an estimated delivery date between June 22 and June 26th. It is now the 29th and there is no sign of the rug. I have spoken with a customer service rep twice and they have not been able to locate the rug and had...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Thank you for your post. I'm sorry we failed to delivery your shine rug. I've sent you a private message with my personal contact information. I look forward to hearing from y...

2.3
#1291910
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West Elm - Still waiting after 2 months

The same thing happened to me, I bought a customized sofa set in April , they charged my account after a month and a half and still nothing. When I call and ask where’s it is and when will it arrive, no one ever has an answer for me. I was expecting family to come visit, they have arrived and my living room is empty with nothing for them to sit on. Worst purchase experience ever.
1.0
Details
Customer service
Delivery Service
#1291250
This has been one of the most annoying experiences in my life. I have the bad idea of ordering a "customized sofa" in March. They told me the item was going to be delivered on June 8-June 18th 2018. Today, June 27th, I have not news about where my sofa is and anybody...
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Anonymous
Anonymous

Alison,I was lucky enough to work with somebody from West Elm who understood my situation. So, in my case I had a happy ending.

WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello and thank you for your post. I'm truly sorry for this experience. I've sent you a private message with my contact information. I look forward to your email.Sincerely,Ali...

1.4
I didn't like
  • Delivery time frame
  • Response times
  • Phone service and delivery
#1290085