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West Elm false advertising
They have a huge message on their website and in the stores saying 20% off your entire purchase markdowns included. There is a footnote that says exclusions apply but the exclamation of what is excluded is not clear. So I went to the store picked up the chair that I...
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2.6
I liked
  • Design aesthetic
  • Style of the furniture
I didn't like
  • Customer service
#1192446
I ordered two lamps that were delivered on Jan. 26th. (Brass Inlay Table Lamp item 3140297) The first lamp that I opened was defective. The harp does not sit properly in the fitting and the shade wiggles all over. I did not bother with opening the second lamp. I called...
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I didn't like
  • Customer service
#1185393
I have been trying to return our Peggy Sofa through West Elm's voluntary refund program and it has been frustrating to say the least. Our couch is completely destroyed and they are refusing to refund our purchase despite showing a West Elm credit card purchase of the...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,I am sorry to hear of any difficulties you have had with your return. I sent you a private message with instructions on how to reach me to help get this straightened out...

#1183288
I am thoroughly disappointed in West Elm. This piece of furniture, Tiled Buffet/Media Console, White + White Wash Item #: 107272 is one of the issues. The way these issues were handled by staff - the furniture department, the delivery services has been unprofessional....
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello- Thank you for taking the time out to share your experience with us, I'm truly sorry to hear it's been such a poor one. I've sent you a private message with my contact i...

1.5
I didn't like
  • Your inability to provide a product or solution for any issue
#1181129
I own the Tilary Tufted sectional sofa and am sadly disappointed in the quality of this product. I have three primary issues with the sofa, which started to occur within the first 6-9 months of owning the sofa : 1) The most problematic issue I’ve experienced is the...
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#1175874
The two industrial table lamps I purchased were recalled. After requesting that I call them, I waited on the customer service line for 15-20 minutes. Once I was connected to an agent, I was assured that I would receive a credit for both lights, but I had to pack them...
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This is the worst online order/customer service experience I’ve ever had. Their system is completely broken. It’s a shame because their products are nice, but unless you can buy the item directly from the store and put it in your car yourself, DO NOT order online. I’m...
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1.0
#1175631
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West Elm - Never buying again

West Elm's customer service is a nightmare. I've spent hours on the phone trying to reach a manager, have requested call backs and never received one, and still haven't been reimbursed for items cancelled 2 weeks ago. It's unfortunate because I like the product and spent $9000 on a month, yet will never order from West Elm again.
2.2
Details
Customer service
Delivery Service
Exchange, Refund and Cancellation Policy
Price Affordability
Staff
Style and Design
#1167065
I ordered a few chairs and shortly (an hour?) after ordering asked if I can change for another color or not (all in-stock, no custom). I was told no problem - they would cancel and should just reorder. I reordered. Then, I never got cancelled on the original chairs. I...
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#1162305

Contact West Elm

Mailing Address:
West Elm
3250 Van Ness Avenue
San Francisco, CA 94109
Phone:
(877) 451-9519
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West Elm Products and Services

All West Elm Products
I ordered a sectional sofa which I received late Oct 2016. The foam was already sagging after 3 months and the fabric is puckering and will not stay taught after 1 month. I called to talk to a wonderful women in customer service but she told me that there was NO...
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#1162023