West Elm

My experience with West Elm has been a five-month nightmare of delays, misleading promises, and an incredibly frustrating lack of follow-through. After spending nearly $30,000 on what I was told would be high-quality, promptly delivered furniture, I feel completely let down by West Elm.

Here's where it all began: My sales rep pressured me and my partner into purchasing within a 2-hour window to 'guarantee' delivery within 4-8 weeks. Apparently, they're not supposed to make these guarantees because things are out of their control (but that didn't stop her). The rep also claimed that if we opened a West Elm credit card, we'd not only get our items delivered in this timeframe but also receive 10% cash back on our total ordera huge incentive for us. However, none of this turned out to be true.

We specifically changed the items we originally wanted to less desirable ones because we were assured these would be delivered earlier. Every single piece, except for one item, was promised within that 4-8 week window (most were promised within 4 weeks). But here I am, five months later, and the lies have continued. Our sales rep made these promises and lied, knowing that she was leaving the company and wouldn't have to follow through on anything she personally guaranteed.

When she left, no one picked up the slack, and I was left to deal with broken promises on my own and a game of hot potato where I was passed on to about 5 different customer support people. I was finally transferred to one singular support rep, who I was told would be the person who would handle all of my issues. She even assured me that all these delays and issues would be compensated, but only once the order was complete. I trusted her word and waited patiently, despite months of delays, damaged items, and very sparse communication.

I was told over and over that once everything was delivered, West Elm would make it right. But what happened instead? After months of waiting, more lies, and more delays, I completed a survey detailing just a fraction of my experience, and I received a random call in the middle of the day from the Concierge team to learn more about what I submitted to the survey. I quickly chatted through some of the issues I had experienced and she quickly offered to take care of the gift card issue.

They offered me a relatively small gift card to resolve one small issue related to the discrepancy in the rewards I was promised when I opened the West Elm Credit Card. Even this one issue wasn't resolved. I accepted this gift card, thinking it was part of a larger compensation package. Instead, I later found out this closed out my entire case.

At no point was I told that accepting this minor compensation would negate all the other promises Jerica had made. Jerica, who had been handling my case from the start and made multiple assurances that West Elm would compensate me once everything was delivered, now tells me she can no longer help because the case is 'closed.' After five months of delays, changing items I didn't want to get delivery faster, and being pressured to open a credit card, I'm left with just a portion of the missing gift card/rewards that they already owed me to make up for months of stress and inconvenience. To be clear, I would never have opened the credit card without the full promise of 10% back on my nearly $30,000 order, which I didn't get. The rep knew I wouldn't get that compensation, pressured me into making the purchase, and then left the company.

Now, I'm left to deal with the fallout. Despite spending months on this, my trust in West Elm has been completely eroded. The lack of transparency, poor communication, and outright misleading promises have made this the worst retail experience I've ever had. I was patient and reasonable throughout, trusting that West Elm would keep their word.

Instead, I've been misled, lied to, and left with no recourse. Bottom line, don't trust a single word that anyone at West Elm ever says - either in-store or through support.

They charge you for your order in May and say all items will be delivered together in July. Ok, one item arrives at the destination delivery center in June and the final item is said to be on the way first in early August, then in late August, and then in late September.

By now, I'm concerned the first item is all moldy in the delivery center all summer in South Carolina. When asked if they could deliver it, they said no and there was nothing they could do to help me with this. They couldn't release the sofa in the delivery center, which had been there for 2 months locally. Poor service and very inflexible.

Meanwhile, we have no bed or sofa and nowhere to sit.

And it's right there, just waiting while they delay the last item. No compassion or remediation for the repeated delays.

We purchased a $4,000 patio set in June of 2023. We did not receive it until the end of August, 2023 so we did not even take the plastic off the cushions, as summer was all but over in the Colorado Mountains.

We just went outside last weekend to enjoy our new deck and patio set and realized the finish on every single piece of this 9 piece patio set is wearing off horribly.

I contacted West Elm today and they said there was nothing they would do. I am absolutely disgusted with them and somehow didn't see all the horrible reviews before we spent all this money. I wish I had done my research better before got totally scammed.

It's impossible for me to have a positive and respectful attitude about this. STAY AWAY FROM WEST ELM!

I have always loved West Elm's style and products. Finally, I pulled the trigger on what I thought was quality furniture to last several years.

Ten months later, the furniture looks worn and dingy - absolutely terrible for the price paid and quality expected. I called customer service and was told because it was delivered with a black mark on the back - which has nothing to do with the overall wear and tear - and I got a discount of 250 dollars, it was a final sale. Keep in mind it took hours on the phone and waiting two months to even have the furniture delivered.

No one in their right mind would wait another two months. I'm sick over the entire experience.

I placed an order on April 30th with a delivery window of May 6-8th. It got delayed to mid May.

Then late May. Then early June. Its a birthday gift. I spent months looking for the perfect item.

I spent about $40 with taxes and delivery fees. Nothing custom. It wasnt advertised as not in stock. Still isnt here as of today June 6th.

A full month+ past the expected arrival. I go and check the shipping as I am literally flying across the country to see this person on June 20th (14 days from now) and my new delivery window per their website when I click on track delivery is NOVEMBER 27TH?! Not once have they notified me. If I wasnt tracking this on my own like it was a job I agreed to do without pay I wouldnt even have known.

So now I have 14 days to not only find a replacement item but have it get here and wrap it before I board my flight. When 6 weeks ago I was way ahead of schedule and ordered this. What *** me off the most is I had to ask for a refund. TBD if they give me one.

Does it matter? They clearly sold more inventory than they had or was even made. This is a tiny little llama trinket dish. I could hand carve one out of stone before Nov 27th and I dont even know how to carve stone.

I just know before this would MAYBE arrive Id be able to learn how and execute the task before 7+ months of waiting would be plenty of time to do this. If someone gives you money and you tell them theyll have what they paid for in 6-8 days and you then ghost them and quietly change the date on the back end to almost the entire next calendar year when they ordered it in early SPRING??

You dont deserve my business. Period.

I bought something for my friend as a gift and left the gift note when placing the order. However, the gift note wasn't included in the package, so I reached out to customer service and asked "Is there any compensation that you could offer?" since other merchants have offered discounts for the same situation before, I thought there was no harm in asking.

It would have been totally fine if they told me something like sorry but there's nothing they could do.

Instead, they told me "I do not see we charged you for the note." That attitude really pissed me off.

p.s. the shipping and processing fee was $30

Ordered three drapery rods: two have incomplete parts, one has damaged thread for finial. Two month later - only two replacements came; one was lost in transit

Ordered bed frame and four nightstands:

Bed frame came damaged, but miraculously was replaced.

Three nightstands have damages (beyond repair), one nightstand has missing screws for the legs - everything recorded upon delivery. Three weeks later West Elm suggested to send damaged items to warehouse for repair, they don't want to replace them. Super expensive items and repair?

Like dents, scratches? When talking to the rep, they just hung up on you in 5 min (of course, I am staying polite)