West Elm Reviews and Complaints
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14
ISSUES RESOLVED
57
COMPANY RESPONSES
639
TOTAL REVIEWS
$220K
CLAIMED LOSSES
$961
AVG LOSS
160K
PAGE VIEWS
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Ask a Question About West Elm
Cons
- Customer service
- Lack of action to fix the problem
- Late delivery
Pros
- Design aesthetic
- Style and design
- Design
Latest review first
- Latest review first
- Most helpful reviews first
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Most Helpful
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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Review
Product
Pros
- Like the sales associate that assisted me
- Look of item s
Cons
- Delivery and product quality
Reason of review
Bad quality
Loss
$1400
Preferred solution
Price reduction
Tags
My wife and I were looking around for a little while for new furniture being we were moving into a new place. Being that the majority of the furniture we’ve previously ordered was from wayfair, Amazon, etc., we became a little spoiled of the extreme quick delivery...
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Review
Pros
- Style and design
- Style of furniture
Cons
- Everything else
- Customer services
- Delivery
Reason of review
Poor customer service
Preferred solution
Price reduction
West Elm in Walnut Creek, California - Rosanna Ceravola Media Console
Nice looking, solid wood media console but at $1200.xx on sale you would expect it to have decent parts..West Elm did not bother to use door hinges that close softly..Every time I close the doors it slams shut so loud that makes my neighbor’s dog bark..It’s ridiculous! I mean how much more would it cost them?I couldn’t believe it, even my $500 free standing closet from Ikea has those.
Review
I ordered a rug on 6/15/2019 with a scheduled delivery date of 7/7/19. To date, 9/3/2019, I am yet to receive the rug. I have made several contacts to try and get a realistic delivery date. Today, 9/3/19, I spoke with Casey who told me she could see the rug at the hub,...
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1 comment
I feel your pain. I too ordered a rug, however, it was delivered to the store timely.
When I took it home the color was all wrong. I returned it, believing I would receive an immediate credit to my card. WRONG!!!! Two weeks later I received a gift card in the mail.
Called customer service, I could feel the obscene gesture she was directing at me through the phone. Really sours you on wanting to continue doing business with people like that.
Review
Reason of review
Poor customer service
Preferred solution
I suggest a review of customer service with the staff on how to go the extra mile, putting themselves in the cusotmer shoes, and ask themselves, would you be happy if you were told what you just said to this guest
WE BOUGHT A TABLE FROM WEST ELM HOBOKEN. THEY GAVE US 2 HRS TIME FRAME FOR DELIVERY; 1-3PM FOR AUGUST 30TH. DELIVERY GUY JACKSON CALLED US AT 11AM AND SAID THAT HE WANTED TO DELIVER THIS TABLE AT THAT TIME. WE HAD TO REFUSED HIM AS I WAS GOING TO TAKE HALF DAY OFF AT...
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1 comment
Horrible Customer Service! Spent over $5,500 in merchandise and can't get it delivered!
West Elm said it is not their problem! No one has any solutions!!!!!!!!!
Review
Service
Reason of review
Problem with delivery
Loss
$1100
Preferred solution
Deliver product or service ordered
Update by user Aug 09
No
Original review posted by user Aug 07
For such a high end store, their customer service is abysmal! No price adjustments even when we buy 1000s of $$ worth of furniture and it goes on sale within a week! The customer service rep I spoke to was so rude and hung up the phone on my face!! All this when...Review
Product
Reason of review
Return, Exchange or Cancellation Policy
Loss
$85
Preferred solution
Let the company propose a solution
West Elm - Horrible!
We bought the Crosby couch several years ago. From the beginning the backs of the chaise and the sofa were not aligned. The angles they were built at differ by about 5 degrees. The buttons on the cushions immediately began to pull through. I tried to secure them with no luck. We have 3 buttons left and my daughter began to put them in her mouth and can pull them out so I made the decision to remove all of them. This has left the couch looking lumpy and just horrible. Not too mention the whole thing squeaks when you sit! Over this disaster of a couch.
Review
Pros
- Furniture look
Cons
- Expensive junk
Reason of review
Damaged or defective
Loss
$2200
Preferred solution
Let the company propose a solution
Tags
West Elm - Want to cancel my sofa order!
I tried to cancel my special order but they said it was a final sale and after reading tons of negative reviews online i definitely don't want to sofa now! I am recovering from 2 back surgeries, have a fully fused spine and tons of hardware and pins due to a Catastrophic illness and after reading all of the negative reviews I really don't feel that the quality of this sofa will be sufficient for me and my needs and i am also worried about the bed, console, rug and chair that i ordered as well but i didn't ask to cancel those!
Review
Product
Pros
- Store personnel
Cons
- Quality
- Waiting for delivery
- Delays with delivery
Reason of review
Bad quality
Loss
$1536
Preferred solution
Full refund
I bought a West Elm Crosby sofa a little over three years ago. It looked really good in the store -- I certainly can't deny that. And for about 6 months it also looked really good in my house. Then the problems started. First, my original sofa cushion became deflated,...
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Review
Pros
- Design
Cons
- Everything else
- Non-existant customer service
- Quality
Reason of review
Bad quality
Loss
$1400
Preferred solution
Repair or replacement... or the company can propose a solution.
Tags
West Elm - Horrible. Do Not Buy From This Store!
I'm going to make it my mission to destroy this company on every possible platform. I waited a month for a media console and they never sent it. Never even processed the order. Called customer service, warehouse worker who answered obviously hates his life. Didn't have a record of it. Told me to call 'West Elm'. Called back and talked to another person who said the item would be delivered the next day. Never came. Called back and couldn't get anyone on the phone. Emailed, never got a response. What a joke. Their stuff is overpriced garbage anyways. I'm glad I didn't get the console, rather spend my money elsewhere.
Review
Service
Cons
- Delays with delivery
- Waiting for delivery
- No solutions offered
Reason of review
Many of the above.
Preferred solution
Let the company propose a solution
Tags
I have never had such a dreadful quality and customer-service experience in my life than I have had at West Elm. The sofa I ordered literally started coming apart in under a year of purchasing it (I believe they recalled it, eventually). I returned it. I was told I...
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Review
Service
Reason of review
Poor customer service
Loss
$900
Preferred solution
Full refund
Tags
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There is a potential fix for those who aren’t happy with the finish. I just purchased this table and wasn’t 100% pleased with the finish because it didn’t match the sample in color or texture.
It just felt...cheap.
But, I love the design so I took Varathane Wood Stain in Golden Mahogany and rubbed on a light coat with a paper towel. Now it looks and feels like quality wood and any scratches can be restained