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
  • 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

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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
  • Customer service
  • Delivery time
  • Cant cancel backordered items
Loss
$4500
Preferred solution
Full refund

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Verified Reviewer New Reviewer

Order cancelled without warning

1.0
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

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

2.3
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
  • Unexpected delays
  • Product reliability
  • Customer service

Non-existent customer service.

1.0
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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#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!

2.0
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

2.6
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

2.6
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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