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3.8
Details
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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17 comments
Anonymous
#1605861

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

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Review
#807305 Review #807305 is a subjective opinion of poster.
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
  • West Elm customer service
  • West Elm Coffee Table
2.3
Details
West Elm - Disastrous and distasteful
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
#1671368 Review #1671368 is a subjective opinion of poster.
Pros
  • Style of furniture
  • Style and design
Cons
  • Customer services
  • Everything else
  • Delivery
Reason of review
Poor customer service
Preferred solution
Price reduction

West Elm in Walnut Creek, California - Rosanna Ceravola Media Console

3.1
Details
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.
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Review
#1654300 Review #1654300 is a subjective opinion of poster.
1.0
Details
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
Anonymous
#1757813

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
#1643232 Review #1643232 is a subjective opinion of poster.
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
1.0
Details
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
Anonymous
#1756947

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
#1640581 Review #1640581 is a subjective opinion of poster.
Reason of review
Problem with delivery
Loss
$1100
Preferred solution
Deliver product or service ordered
1.0
Details

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...
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Review
#1615908 Review #1615908 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy
Loss
$85
Preferred solution
Let the company propose a solution

West Elm - Horrible!

1.0
Details
West Elm - Horrible!
West Elm - Horrible!
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.
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Review
#1602187 Review #1602187 is a subjective opinion of poster.
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 costumer service
  • Nightmare Furniture

West Elm - Want to cancel my sofa order!

1.6
Details
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!
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Review
#1587999 Review #1587999 is a subjective opinion of poster.
Pros
  • Store personnel
Cons
  • Quality
  • Waiting for delivery
  • Delays with delivery
Reason of review
Bad quality
Loss
$1536
Preferred solution
Full refund
2.8
Details
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
#1562883 Review #1562883 is a subjective opinion of poster.
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
  • Williams-Sonoma
  • Williams-Sonoma Brands
  • West Elm Quality

West Elm - Horrible. Do Not Buy From This Store!

1.0
Details
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.
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Review
#1554415 Review #1554415 is a subjective opinion of poster.
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
  • Bad Processes
  • Poor Management

Contact West Elm Customer Service

Mailing Address:
Williams-Sonoma, Inc.
3250 Van Ness Avenue
San Francisco, California 94109
United States
Phone:
(855) 860-3081
All West Elm Contacts
1.9
Details
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
#1550346 Review #1550346 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$900
Preferred solution
Full refund
Tags
  • Consistently Screwing Up
  • West Elm Awful
  • Terrible Service