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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Featured

#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

Sep 20, 2022 Etienne Mzg of Rockville, MD

West Elm Deceptive Business Practices

1.0

Updated on 8/2/2022: Synopsis: July 13, 2022: I ordered an in stock + ready to ship item from West Elms website. July 31, 2022: Estimated delivery window came and went. Aug 2, 2022 at 0932: called customer service, product not ready for scheduling. 0940: I filed...

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#3986795

Cons

Your inability to provide a product or solution for any issue
False advertisement
Shipping

Sep 06, 2022 PissedConsumer3929040 of Newark, NJ

HORRIBLE CUSTOMER SERVICE!!!!

1.0

We ordered a table back in April... delivery date was supposed to be in early May. It's now September and still no table!!! I've been on the phone with customer service 6 times already and each time they keep telling me that the table is coming within the next 2 weeks. Complete *** Save yourself a ton of aggravation and never order anything from this company. They have severe supply chain issues and their customer service is hands down awful!

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#3929040

Location

Newark, New Jersey

New Reviewer

Aug 17, 2022 Debra T Bxk

DID NOT RECEIVE ITEMS ORDERED

1.0

To make a long story short, about 40 plus hours of my and my husbands time has been spent contacting West Elm regarding my ongoing issues, and despite asking to speak to one consistent West Elm employee regarding these ongoing issues, we have spoken and been redirected...

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1 comment

Sep 13, 2022 PissedConsumer2249006 #2249006

West elm is terrible and an absolute scam. Thank you for sharing.

0 0

Featured

#3863618

Location

Woodridge, Illinois

Cons

Customer service and delivery
Customer services
Integrity

Loss

$3458

Preferred solution

Full refund

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

Very late delivery
Shipping
Lack of ownership of issue

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

Delivery time frame
Poor customer service
Fullfilment

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

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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 service response
Customer services

Preferred solution

Deliver product or service ordered

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

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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

West Elm Deceptive Business Practices

HORRIBLE CUSTOMER SERVICE!!!!

DID NOT RECEIVE ITEMS ORDERED

Purchased furniture

Order# 320053****93

Terrible Experience - Sectional never delivered

Terrible customer service

Awful customer service - never order from West Elm

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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

0 stars for HORRIBLE Customer Service

Terrible follow-up, non existent procedures and questionable quality

Wrong color of item

Customer no service

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