West Elm Reviews and Complaints | westelm.com @ Pissed Consumer

Most helpful review

Mar 10, 2016 PissedConsumer807305 of Meridian, ID

West Elm Emmerson Collection poor quality

3.8

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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18 comments

Jul 29, 2020 PissedConsumer1902142 #1902142

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#807305

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

Aug 16, 2022 Thomas Pierre T

Purchased furniture

1.4

I purchased 6k worth of furniture from this company a month ago and it still has not been delivered. Went to the store and was reassured all of my furniture but a marble table top from India was available. Just tracked my order and Im being told to wait for another month to schedule delivery. Absolutely the most ridiculous thing Ive ever heard. Im not wasting another penny with this so called furniture store. Totally useless.

User's recommendation: Be aware of the low stock levels and long wait for items ordered.

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#3858762

Pros

Style

Cons

Lack of communication with customers

Preferred solution

Deliver product or service ordered

New Reviewer

Aug 14, 2022 Suzan N Shl

Order# 320053****93

This order was by far the worst order process we have ever experienced. -- Our order was processed on Jan 5, 2022, and the original estimated delivery was May 17, which was delayed until June 23. We received one of the two couches we ordered, and the second couch...

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#3853025

Location

Redondo Beach, California

Loss

$3000

Preferred solution

Price reduction

Aug 12, 2022 PissedConsumer3846711 of Mount Laurel, NJ

Terrible Experience - Sectional never delivered

1.0

DI bought a sectional more than 4 months ago and it has never delivered. The worst part is that the order tracker says it was delivered I called a few times, and the customer services inform that they cannot locate my sectional in the warehouse and will call me back, but they never call back. I will never buy anything else on this store again, it was the worst experience that I ever had. Strongly recommend everybody to do the same if you do not want to be stressed.

User's recommendation: Do not order anything in this store.

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#3846711

Service

Sofas And Sectionals Advertisement

Cons

Lack of ownership of issue
Shipping
Very late delivery

Loss

$5561

Preferred solution

Deliver product or service ordered

New Reviewer

Aug 02, 2022 Amy R Jgr

Terrible customer service

1.0

I purchased six items from them in early July. Three were to come last week; three in October. None of the three items due last week turned out okay. One came but was missing hardware and I was told it would take a month to get a basic set of screws and fittings, so I...

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#3817742

Location

Brooklyn, New York

Cons

Fullfilment
Poor customer service
Delivery time frame

Preferred solution

I have given them a solution; to allow me to switch the finish on the pieces I ordered with a finish that is theoretically in stock.

Jul 18, 2022 PissedConsumer3772560 of Littleton, CO

Awful customer service - never order from West Elm

1.0

Terrible company and service. Ordered a bed that arrived damaged and then the replacement never came and they couldn't figure out why or where it was. Then they couldn't figure out how to refund my money! Just refund my money. You call customer service a million times, wait on hold for hours and no one knows anything and they keep transferring you. I just want my money back. Never ordering from West Elm or any of the Pottery Barn brands every again. Way over priced for quality. You get better quality and service from Target.

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#3772560

Location

Littleton, Colorado

New Reviewer

Jul 16, 2022 Ela M R

West Elm is a poor excuse for a company.

1.0

Cancellation on July 9. Today is July 16. No credit on my credit card yet. 5 calls and still at the beginning of this road where I am finding, with no exception, a bunch of incompetent customer service representatives. This company has no notion of the basic principles of what Customer Service means And has no notion about how fragile reputation is, as fragile as a piece of thin glass.

User's recommendation: Get ready, if you buy from West Elm! This company is a disaster.

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#3766045

Location

Delmar, New York

Preferred solution

Full refund

New Reviewer

Jul 16, 2022 Ela M R

West Elm is holding the credit for a cancelled order and West Elm is doing nothing to advance in this process. West Elm Customer Service representatives openly lie, say it will take 24-48 hrs.

1.0

I cancelled my order when I got an email from West Elm telling me my order delivery was going to be delayed till Nov. 10/Nov.3. I got that email on July 7, call them to cancel on July 8. From there till now, 8 have talked to 4 different representatives, their names...

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#3765984

Location

Delmar, New York

New Reviewer

Jun 29, 2022 Robyn S Iod

Delievry

Delivery canceled after 4 hours!!! It said it was on way and we were next in route at 12pm. At 430 the delivery order was canceled. Local hub was rude on phone.

User's recommendation: Local hub rude.

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#3717304

Location

Orlando, Florida

Pros

Merchandise
Sectional design

Cons

Delays with delivery
Customer services
Customer service response

Preferred solution

Deliver product or service ordered

Companies Similar to West Elm

New Reviewer

Jun 07, 2022 McKenzie C Bff

0 stars for HORRIBLE Customer Service

1.0

Your employee put my email in incorrectly when placing an order in the store. He said he would correct this immediately and it was not. This caused us to miss an email that our payment wasnt going through on an order that we waited over 3 months for. Because we never...

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#3647732

Location

Burlington, Massachusetts

Cons

Customer service and return policy

Preferred solution

Price reduction

New Reviewer

Jun 06, 2022 Margaret G Rgw

Terrible follow-up, non existent procedures and questionable quality

2.4

Ordered almost $5,000 of furniture in Nov of 2021 and after a dozen calls, 3 disconnected only to have to restart the process over, 8 months and 2 failed deliveries later I am still on hold trying to get the last piece delivered. The first time it was not delivered...

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#3643873

Location

Anaheim, California

Pros

Nice design
Style of the furniture
Nice looking at the store

Cons

Horrible service
Unexpected delays

Loss

$300

Preferred solution

Full refund

Jun 04, 2022 PissedConsumer3638231 of Leeds, AL

Wrong color of item

2.3

I ordered a toilet paper holder back in February while it was on sale. This item was in stock per the website when I ordered, and then became on back order after my first confirmation email. The dates changed almost weekly to where I finally called to cancel. Then I...

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#3638231

Location

Leeds, Alabama

New Reviewer

May 25, 2022 Wanda W Fka

Customer no service

1.3

I placed an order back in March. The planned shipment date is June!! Was told that no withdrawal would take pms e until merchandise is shipped. Money was withdrawn but I have not received any type of notification. No one will answer the phone. To make matters worst the store closed in Greensboro where I made the order

User's recommendation: No recommendations at sll.

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#3609044

Location

Greensboro, North Carolina

Cons

Store closed before my order came

Loss

$498

Preferred solution

Let the company propose a solution

New Reviewer

May 25, 2022 Georganna Qtv

Question on shipping

I just have a shipping question thats it. Im just looking for the one 800 number so I can just call whether or not I have to pay shipping by putting me through this absurd questioning is ridiculous. I can already tell customer service is poor

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#3608330

Location

Summit, New Jersey

New Reviewer

May 20, 2022 Pamela B Vuz

West Elm

I ordered a custom sofa in October of 2021.Every month it gets pushed back. I am frustrated, disappointed and PISSED! I have heard several excuses for the delay, none of which makes sense that it's taken this long. Shame on me that I bought into the premises that I ordered from a reputable company. Pamela Brown

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#3593834

Location

Farmington, Connecticut

Cons

Terrible customer service

Preferred solution

Deliver product or service ordered

New Reviewer

May 16, 2022 Elizabeth L Dpx

Poor Quality , product color off

1.8

Purchased in Jan 2021 Andes Sectional Set 01: Left Arm 2.5 Seater Sofa, Corner, Ottoman, Poly, Distressed Velvet, Mineral Gray, Blackened Brass #948**** QTY: 1 $2,377.45 Was supposed to be delivered in 2 weeks , Did not arrive until March. Had to have them pick up 1...

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#3581678

Location

Miami, Florida

Pros

Close by

Cons

Product quality has gone down hill

Loss

$2300

Preferred solution

Let the company propose a solution

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Style and Design	3/5
Diversity of Products or Services	3/5
Website	3/5
Price Affordability	2/5
Location	2/5

West Elm Reviews

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West Elm Reviews

West Elm Emmerson Collection poor quality

Purchased furniture

Order# 320053****93

Terrible Experience - Sectional never delivered

Terrible customer service

Awful customer service - never order from West Elm

West Elm is a poor excuse for a company.

West Elm is holding the credit for a cancelled order and West Elm is doing nothing to advance in this process. West Elm Customer Service representatives openly lie, say it will take 24-48 hrs.

Delievry

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