West Elm Reviews

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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
  • 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
New Reviewer

Non-delivery, delays no communication bad service

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

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

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

Gift voucher for USA stores

I rang to buy a gift certificate and after 40mins of being on the call and being put on hold i hung up very disappointed not to complete purchase.

User's recommendation: Online voucher service.

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ID
#2819167 Review #2819167 is a subjective opinion of poster.
Location
Blessington, Leinster

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Verified Reviewer
New Reviewer

Poor customer service, poor item descriptions

I have placed 3 orders recently, and had a problem with 2 of them; that is a high dissatisfaction rate. Two customer service calls have left me soured over the experience. WE will unexpectedly delay your shipment (by 2 months), cancel it without warning ("no longer available"), and refuse returns in store - even for small items, costing the consumer a UPS fee and runaround. BOOOOOO, West Elm.

User's recommendation: Order at your own risk.

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ID
#2750615 Review #2750615 is a subjective opinion of poster.
Pros
  • Design
Cons
  • Product reliability
  • Customer service
  • Unexpected delays

Non-existent customer service.

Coffee table delivered 6 days ago is priced $250 less than what it was on line when I purchased. I want a cheque for the difference. I will notify YELP and let other shoppers know to choose another option other than West Elm. Even their online statement says within 30 days can be returned...

User's recommendation: Don’t go to West Elm!!!!

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ID
#2742132 Review #2742132 is a subjective opinion of poster.
Location
San Diego, California

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Verified Reviewer
New Reviewer

Poor customer service. Charged $250 more for something delivered 6 days ago!

I want a cheque for price difference. West Elm does not deserve any business for their lack of positive business practices.

User's recommendation: Don’t shop there.

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ID
#2741935 Review #2741935 is a subjective opinion of poster.
Cons
  • Not trustworthy
Loss
$250
Preferred solution
Price reduction

Reneged on customer service call

I ordered 2 bookshelves and the second one didn't match. I called customer service and spoke to a helpful person who said they would send me a new replacement shelf. At the time, I asked if I should repack my original order, but she said no, I should keep it. So the delivery date came and went, so I called to check on the order and was told I needed to return the original shelf in its box for them to send the new one. I told them I didn't have the box and that I had been told to keep it. Customer service said that could not correct and that even if it was what I was originally told, management could overrule

User's recommendation: Beware if your customer service rep is initially helpful.

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ID
#2718274 Review #2718274 is a subjective opinion of poster.
Location
Washington, District Of Columbia
We placed a two-item order in late April, and we knew since the beginning that it would take a while to arrive at home. However, one of the items has been postponed by the company week after week. At the first time, it was supposed to be delivered in late June, but now...
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ID
#2657472 Review #2657472 is a subjective opinion of poster.
Location
Evanston, Illinois

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Verified Reviewer
New Reviewer
We ordered an accent mirror on May 07, the expected delivery was May 15-20 which was fine. Then they kept pushing the store pickup date ahead, on May 20 (item wasn't even shipped by then) we realized that the price of the item had dropped from $280 to $160 which is a...
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ID
#2635378 Review #2635378 is a subjective opinion of poster.
Loss
$300
Preferred solution
Full refund
Based on their prices, I always assumed that West Elm was a high end, high quality store. I couldn't have been more wrong.They have beautiful looking furniture, but it's just not worth the headache. There is zero quality control and poor customer service. From the...
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ID
#2632481 Review #2632481 is a subjective opinion of poster.
Location
Ottawa, Ontario

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Verified Reviewer
New Reviewer
The first email I received in the morning of the delivery said the delivery would not be done in the time period confirmed. I called customer service and the woman I spoke with said, "that's wrong, they have to deliver within the time period agreed upon, it's in their...
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ID
#2626486 Review #2626486 is a subjective opinion of poster.
Product
West Elm Table
Cons
  • Customer service which openly lies to customers
  • Inferior products
  • Undependable deliveries
Loss
$1200
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer
Original review updated by user Jun 03, 2021
Bought bathmat online, did not like it so returned. refund was not processed for a month, had to call twice to ask about it. Each time agent picking up phone had passive aggressive attitude. When I finally received my refund there was a $12 difference. Yes I am cheap,...
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ID
#2586088 Review #2586088 is a subjective opinion of poster.
Pros
  • Design aesthetic
Cons
  • Deceptive and confusing structure
  • Customer service response
Preferred solution
Apology

Lack of communication, billing, home delivery

worst experience EVER. I purchased a dinning table, chairs and bench in March. The full amount got charged, two weeks later it got refunded back to my account and this go back &;;; forth for all items.All without any emails from west elm. Then my chair are missing hardware that two 3 weeks to replace. And NOW my table was scheduled to be delivered today, I have driver on camera! He didnt ring my door bell, leaves after 5 mins and tells dispatcher he doesnt have time to return.

User's recommendation: Don’t order online..horrible home delivery.

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ID
#2578010 Review #2578010 is a subjective opinion of poster.

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