West Elm Reviews

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Most helpful review

3.8
West Elm Emmerson Collection poor quality
West Elm Emmerson Collection poor quality
I have been an admirer of West Elm, and thought they were were known for lifelong quality pieces. Not the case. We ordered the Emmerson reclaimed table, bench, coffee table, and two leather couches. The Emmerson pieces LOOK extremely hardy, and indestructible. They...
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ID
#807305 Review #807305 is a subjective opinion of poster.
Location
Meridian, Idaho
Product
West Elm Table
Pros
  • Look of item s
  • Like the sales associate that assisted me
Cons
  • Delivery and product quality
Reason of review
Bad quality
Loss
$1400
Preferred solution
Price reduction

1.0
West Elm - 1/2 couch
DO NOT BUY FROM WEST ELM I ordered a couch in July with estimated shipping date of October. October passed, November, then December so I cancelled the couch. Throughout that time waiting I was told the couch was already made and coming, I was told it was never coming,...
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ID
#3254102 Review #3254102 is a subjective opinion of poster.
Location
Boone, Iowa
Cons
  • Gaslighting
  • Speechless
  • Misleading

Broken couch

1.0
West Elm - Broken couch
West Elm - Broken couch
We bought a Henry chaise sleeper sofa. It was a nightmare actually getting it. First delivered the wrong couch, then delivered half of the sofa telling us the other half was no longer available. After finally getting the couch, the sleeper part broke after having it less than 4 years. It is beyond fixable as things that were welded on are completely off, We now have a $2400 pile of junk sitting in our family room. And of course there is nothing they can do about it. This company should not be in existence as their products are so cheaply made, yet incredibly expensive.
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#3244456 Review #3244456 is a subjective opinion of poster.
Location
Ada, Michigan

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1.0
DO NOT BUY anything at West Elm. I ordered a bed for my daughter in August. After a couple of delays, the bed was finally ready for delivery. They got to my house and when unpacking the box, noticed the frame of the bed was broken. This is after several delays to...
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#3191715 Review #3191715 is a subjective opinion of poster.

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Ordered couch that apparently does not exist

1.0
Original review updated by user Dec 19, 2021
This couch was in stock and I ordered in late September. It was supposed to arrive end of October, it was apparently ready to ship and I just had to wait for the delivery team to call me. That never happened. After a million follow-ups, they emailed me to let me know my couch was lost. They sent me another one that was supposed to arrive late November it did not. Each time I call they say its in fulfillment. I am not sure how this company has not gone under. They are selling products that do not exist. This is illegal and its apparent from the thousand+ reviews that they are essentially running a scam operation. I will be filing a complaint with the better business bureau.

User's recommendation: Do not buy a single item from west elm that you cannot pick up in store.

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ID
#3177117 Review #3177117 is a subjective opinion of poster.
Cons
  • Fraudulent
  • Deceptive and confusing structure
  • Customer service essentially does not exist
Preferred solution
Deliver product or service ordered

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Verified Reviewer New Reviewer

1.3
After the experience I had buying Christmas stockings through West Elm, I will never shop at West Elm again, and I will actively discourage others from ordering from West Elm as well. I ordered 5 stockings on 11/18/21. I received 1 on 11/23. After a 20 minute call with...
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ID
#3129443 Review #3129443 is a subjective opinion of poster.
Pros
  • Merchandise
  • Design
Cons
  • Lack of ownership of issue
  • Misleading information
Preferred solution
Let the company propose a solution

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Shocking Deliver of Used Furniture

1.0
I ordered a sofa with Chaise - white leather, ~$6k. It was delivered with missing legs, cuts in the leather, a pair of gloves in the box, box was beat up - it was clearly used. Marks all over the leather. And the proof it was used! The deliver and sales slip for the previous buyer was still in the box! I was totally shocked that a company like west elm would try to deliver to me USED FURNITURE and try to deceive me that it was new. very very shocking - BUYER BEWARE - anything for the almighty dollar i guess. I requested a refund, so the matter will be resolved is my expectation, but I am still shocked this company would stoop so low. unbelievable. Let me guess....its due to covid
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ID
#3121620 Review #3121620 is a subjective opinion of poster.
Location
Roswell, Georgia
Preferred solution
Let the company propose a solution

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Verified Reviewer New Reviewer

WONT CANCEL THE ORDER THEY CANT SEND

1.0
ORDERED A COUCH THAT WAS SUPPOSE TO BE DELIVERED BY 11.19. PURCHASE DATE WAS 8/2021 . THEY CANT GIVE ME A DATE WHEN IT WILL ARRIVE, AND THEY WONT CANCEL. IF YOU CANT SEND MY ITEM THEN REFUND THE ORDER. SIMPLE I SHOUDL HAVE TO WAIT AN UNKNOWN AMOUNT OF TIME FOR A PIECE OF FURNITURE. HOW IS THIS LEGAL NOT TO MENTION THEY DELETE ALL THE NEGATIVE COMMENTS ON THEIR PAGES THEY SELL FURNITURE THEY HAVE NO IDEA WHEN IT WILL BE MADE. CUSTOMER SERVICE IS UNFORUNITLEY TAKING THE *** END OF THE STICK CUZ ITS NOT THEIR FAULT. DO BETTER. CANCEL MY ORDER SO I CAN BUY A COUCH SOMEHWERE ELSE

User's recommendation: DONT SHOP HERE. LISTEN TO THE REVIEWS !

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ID
#3107448 Review #3107448 is a subjective opinion of poster.
Cons
  • Delivery time
  • Customer service
  • Cant cancel backordered items
Loss
$4500
Preferred solution
Full refund

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Verified Reviewer New Reviewer

Order cancelled without warning

1.0
Update by user Jan 15, 2022

I've ordered another sofa, same model, different fabric. West Elm offered a 15% discount.

The estimated delivery window was in January 2022, but it's now March. It's stayed on March for some time now, so I'm hopeful it'll arrive by spring.

Original review posted by user Nov 17, 2021
After placing an order for the Henry Deluxe Sleeper Sofa in July 2021, and after months of the delivery time frame being pushed back, I just happened to check my order online on 11/16/21 and saw that it was CANCELLED. Cancelled with no warning, no communication at all. No one could have called me to say that supply chain issues are the problem, so how about this other sleeper instead? How about the Henry but in this other fabric??? I am livid. It took MONTHS of research to find the perfect sleeper, and we were told it would be in well before the November holiday. And then MONTHS after the order it only ends up being cancelled. I'm a pretty loyal West Elm customer, but no more.

User's recommendation: Don't purchase furniture that isn't already in stock.

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ID
#3075370 Review #3075370 is a subjective opinion of poster.
Pros
  • Great items
Cons
  • Order cancelled without warning or suggestion for replacement
Preferred solution
Get me my damn sleeper sofa.
New Reviewer

2.0
It started with my order of a slate placement. I called and told them that its damaged and the customer service told me it is handmade so I should expect it to be not perfect. I explained to her that I know the difference between imperfections of a handmade item and a...
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ID
#3016536 Review #3016536 is a subjective opinion of poster.
Preferred solution
I would like my items to be properly exchanged.
New Reviewer

Your systems are down

I need help : info regarding my return and your systems are not working My order number is 312772****8001
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ID
#3006548 Review #3006548 is a subjective opinion of poster.
Preferred solution
Full refund

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Verified Reviewer New Reviewer

Piling of Sofa - less than two weeks old

1.0
West Elm - Piling of Sofa - less than two weeks old
West Elm - Piling of Sofa - less than two weeks old
West Elm - Piling of Sofa - less than two weeks old
West Elm - Piling of Sofa - less than two weeks old
Original review updated by user Oct 19, 2021
Our sofa with performance twill was delivered 12 days ago and almost immediately started piling. We barely sit on it. It looks terrible. I called to complain and the customer service rep insisted that this was normal and would go away over time. Right. When sweater last start piling, its usually a sign that they should be given away. From the online reviews, its clear that this is not normal, but a product defect that has affected many couches. Ive ordered couches from room and board, pottery barn, even world market, and never had this issue.

User's recommendation: Avoid west elm sofas.

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ID
#2988050 Review #2988050 is a subjective opinion of poster.
Cons
  • Quality of product
Preferred solution
Let the company propose a solution
New Reviewer

Non-delivery, delays no communication bad service

1.0
Ordered over $5,000.00 in furniture in July. AS of Mid October deliver months late. No explantion. Multiple calls to correct, nearly impossible to talk to person who can help you. When you do talk to someone they put you on hold for 20-30 minutes, then come back and say they can't get the information they need and will make notes. It will be followed up and and they will contact you. Guess what no follow up or contact. They charged me months ago and won't deliver on the goods sold and won't help getting answers. Asked for a full refund, now getting a run around. Going to file an FTC complaint and pursue refund. By far the worst company ever to deal with. Avoid.

User's recommendation: Avoid.

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ID
#2944160 Review #2944160 is a subjective opinion of poster.
Loss
$5000
Preferred solution
Full refund

Horrible customer service

1.0
Trying to resolve a duplication of an order. Items had not been shipped but my paypal account was charged, more than 2.5 times what I had ordered. After almost an hour, and dealing with rude, adversarial, condescending associate AND supervisor, I was chastised and hung up on. I'm 60 years old and have NEVER been so poorly treated by a company in my life.Stay cleary cler of this company Sta

User's recommendation: stay clear of this company.

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ID
#2859022 Review #2859022 is a subjective opinion of poster.
Location
New York, New York

Late shipping

I called to see if my order had been shipped and it hasnt. Website said it would be here middle of September. I need it for a wedding gift by Sept 20. Now you tell me it will be here in late October. I want it for their honeymoon. Bad customer service!!!! Make it right and ship it out please
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ID
#2856763 Review #2856763 is a subjective opinion of poster.
Location
Simi Valley, California

Late shipping

1.0
I called to see if my package had been shipped and it had not . The website said it would be here Sept 11. Now you tell me it will be here Late October. It is a wedding gift for Oct 2nd and I need the luggage bag for their honeymoon. Very disappointed ! Bad customer service
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ID
#2856747 Review #2856747 is a subjective opinion of poster.
Location
Simi Valley, California

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