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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

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
2.7
Details
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
West Elm - Henry Sofa Sleeper Fail
Three months ago we received our Henry sofa with chaise (and sleeper). It’s has been rapidly degrading ever since, even with light use and good care. There are three key issues: 1. Fabric piling: the high-performance fabric has had no abuse from us but is completely...
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1 comment
WaitingHorseshoeCrab828
#1622621

I had the same thing happen to me with the same exact sofa. West Elm agreed to let me exchange the sofa (after saying that they have never heard of this happening before).

However, it’s been three months and I still haven’t gotten my money back. I’ve spent countless hours on the phone with them only to be told I should get the refund in 5-7 days.

They issued me the refund several times in a gift card (which I did not want - I was told I would get my money back to my credit card). At this point I’ve disputed the charge with my credit card company and filed a complaint with the Better Business Bureau.

Review
#1437862 Review #1437862 is a subjective opinion of poster.
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 - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
West Elm - Jardine cardboard outdoor chairs
I bought 4 Jardine outdoor folding chairs and a bench 5 years ago. After 3 seasons I noticed black stains on the wood of one chair.. After four seasons the chairs started to loose pieces. This year all the pieces I bought turned into rotten mush and completely...
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1 comment
sandralynndavis
#1673963

Do you have some type of warranty for the chairs? I’m just a little confused since it’s been so long since you bought them.

Things wear out and need replacing sometimes. It would never occur to me to take a five-year-old purchase back to the store and expect them to do anything.

Review
#1516251 Review #1516251 is a subjective opinion of poster.
Reason of review
Bad quality
1.8
Details
West Elm - One nightmare after another
West Elm - One nightmare after another

Update by user Mar 27

Update: Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.

We explained what was happening.

He was EXTREMELY nice and really wanted to help us. He told us he would contact...

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Review
#1479960 Review #1479960 is a subjective opinion of poster.
Pros
  • Style of furniture
Cons
  • Customer service
  • Quality of products
Reason of review
Bad quality
Loss
$1104
Preferred solution
Full refund
Tags
  • West Elm customer service
  • Avoid West Elm
  • Drake Sofa Pilling

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
1.4
Details
West Elm - Bad Quality Flannel Bedding Set
West Elm - Bad Quality Flannel Bedding Set
I ordered a flannel bedding set from West Elm- Queen sheet set, pillow cases, herringbone coverlet, Queen duvet cover. Right out of the package they started to pill and the problem only got worse until now the texture is just awful and leaves messy lint everywhere....
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4 comments
Anonymous
#1497488

West Elm said they would send me a return label but never followed through, I got tired of dealing with their bad customer service.

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Review
#1254936 Review #1254936 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$350
Preferred solution
Full refund
Tags
  • flannel sheets
  • west elm flannel sheets awful
  • west elm bad quality sheets
  • bad quality flannel sheets
  • west elm terrible customer service

West Elm in Belmont, California - First time customer - Repaired Cracked Marble Cheeseboard

1.2
Details
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
I got this as a gift - no time to buy something else - now I have to manage my time to take care of this horrible customer service. I got a repaired BROKEN marble cheeseboard. It was cracked and glued and shipped to a first time customer - horrible!!!
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Review
#1416392 Review #1416392 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$40
Preferred solution
Full refund

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
1.0
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