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Update by user Dec 18, 2018

On 11/20 a gift card for the 164.00 was received at my house.

Update by user Nov 27, 2018

As of Tuesday the 20th I got home and finally the gift card was in my mailbox. I am happy that it has been taken care of however it still should not have taken 11 weeks for a resolution.

Original review posted by user Nov 18, 2018

Buyers beware!!! On...
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Review
#1403217 Review #1403217 is a subjective opinion of poster.
Pros
  • Style and design
Cons
  • Failture to return money once return received
  • Lack of accountabilty
  • Poor customer service
Reason of review
Poor customer service
Loss
$213
Preferred solution
Full refund
Resolved
2.0
Details
West Elm - 2 out of 3 purchases arrived damaged; paying more for poor quality!
West Elm - 2 out of 3 purchases arrived damaged; paying more for poor quality!

Update by user Sep 07, 2018

I emailed customer service; they, in turn, reached out and offered compensation.

Original review posted by user Aug 18, 2018

I recently purchased a paulo bent lounge chair, a small table, along with a pair of classic cafe dining chairs altogether. The paulo bent lounge chair arrived via west elm's "white glove...
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Review
#1332776 Review #1332776 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$1200
Preferred solution
Price reduction
Resolved
2.5
Details

Update by user Aug 24, 2018

Update: finally got all the components to my bed. In all, I had received a 100 credit to my west elm card, and my shipping was reimbursed by Lynn C in Las Vegas. I reordered the acorn grand nightstand and with all this along with my 200 rewards from prior purchases i...

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2 comments
WestElmSocialTeam
#1532574

Hello- I am truly sorry to hear this, and I have sent you a private message with my contact information so that I can assist you with your delivery concerns. I look forward to hearing from you soon. Kind regards, -Ramona

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Review
#1318773 Review #1318773 is a subjective opinion of poster.
Resolved
2.5
Details

Update by user Jul 22, 2018

It was resolved by other means. Sofa was delivered

Original review posted by user Jul 06, 2018

I bought aBrooklyn 66.5" Sofa, Leather, Sienna a week ago, and scheduled delivery for today. The delivery service came and they brought a chair. When I told them I bought a sofa, they called the warehouse and they...
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1 comment
WestElmSocialTeam
#1519309

Hello, thank you for your post. I can certainly appreciate your frustration and disappointment with us.

I've sent you a private message with my contact information. I look forward to your email.Sincerely,AlisonWest ElmSocial Media

Review
#1296998 Review #1296998 is a subjective opinion of poster.
Cons
  • No solutions offered
  • Lack of taking responsibility for their mistake
Reason of review
Poor customer service
Loss
$2000
Tags
  • Bad service people
Resolved
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair
West Elm - Lucas swivel chair

Update by user Jan 08, 2018

After a month since the chair broke, I have finally taken delivery of its replacement. The process was slow and consisted of many repetitive questions, but its resoved and West Elm made the situation whole.

Original review posted by user Dec 09, 2017

Upon sitting in the chair one of legs sheared off exposing...
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2 comments
Charters1616
#1405394

Update: Tomorrow will mark one week of emails back and forth I have yet to be provided any options available to remedy this product failure. Additionally, two representatives have been asking for “anymore information about the incident “ to which I continue to provide the same explanation over and over.

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Review
#1145280 Review #1145280 is a subjective opinion of poster.
Reason of review
Damaged or defective
Resolved
2.5
Details

Update by user Dec 10, 2017

Promotion has been applied

Original review posted by user Dec 03, 2017

I purchased a bed and the Leesa mattress on Black Friday, both scheduled to be delivered around 12/15. A couple days later, I saw the bed went on a deeper discount for Cyber Monday. Instead of going through the trouble of cancelling the order...
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2 comments
WestElmSocialTeam
#1401986

Hello-Thank you for taking the time out to share your experience with us, I'm very sorry to hear it hasn't been a very pleasant experience. I've sent you my contact information so I can discuss this with you further. Thank You-Sharla-West Elm Social Media Team

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Review
#1141321 Review #1141321 is a subjective opinion of poster.
Pros
  • Product design
Cons
  • Delivery prediction
  • Customer service
  • Lack of respect for the customer
Reason of review
Poor customer service
Loss
$200
Preferred solution
Price reduction
Tags
  • westelm customer
Resolved
1.5
Details

Update by user Mar 01, 2018

After reaching out to the person who responded here and also on West Elm's Facebook page, they agreed to refund me the shipping cost. It did take another month of checking my bank account, talking to three reps, and the credit mysteriously disappearing in their system...

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1 comment
WestElmSocialTeam
#1399376

My name is Katie from the West Elm Social Media Team and I am so sorry for the disappointment the chandelier has caused. I would like to learn more about this experience and if you send your order information to support@westelm.com I'll be in touch with more information soon.

Sincerely,

Katie

West Elm Social Media Team Lead

Review
#1138448 Review #1138448 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$40
Preferred solution
Full refund
Resolved
3.4
Details

Update by user Aug 05, 2017

I received replacement cushions from West Elm.

Original review posted by user Jul 14, 2017

I purchased the Henry Sleeper sofa in August 2016. It was delivered on September 15, 2016. I have the sofa for a total of nine months now. I travel a lot for business, therefore, the sofa might be getting a total of five...
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3 comments
aimeeng
#1357630

Ahh....I just received my replacement seat cushions, thanks to Kayla! It's perfect!! I now love my couch again!!

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Review
#1074224 Review #1074224 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$1200
Preferred solution
Let the company propose a solution
Resolved
1.5
Details

Update by user Jul 10, 2017

WestElm finally made this right. Took nearly three months and multiple conversations with numerous supervisors in several departments, but they resolved their customer service failures. Great couch now that it's complete.

Original review posted by user Jun 30, 2017

Ordered a couch in January. It was delivered...
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1 comment
Williams-SonomaSocialTeam
#1346910

Hello,

I am very sorry to hear about this experience as well as the delay receiving the appropriate hardware needed. I have also received the information you have sent by email and posted on Twitter.

I would like to assist you in making this situation right. I attempted to contact you with the cell phone number provided. Please advise me of the best time to discuss this matter.

Thank you!

Kind Regards,

Kristina Seaver

Social Media Team Lead | Williams-Sonoma Inc. | 1-888-779-5172 EXT: 7044339| kseaver@wsgc.com| Tuesday-Saturday 8:30AM-5:00PM (PST)

Review
#1068156 Review #1068156 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1800
Preferred solution
Price reduction
Tags
  • Defective Parts

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
Resolved
West Elm - Item Damaged After Purchase
West Elm - Item Damaged After Purchase
West Elm - Item Damaged After Purchase

Update by user Apr 26, 2017

Company contacted me and offered a discount card.

Original review posted by user Apr 20, 2017

Disappointing customer service. I bought a great floor model buffet only to have it damaged by the employee who loaded it in my car. After sharing my story and pictures, the store suggested I buy touch up paint and move...
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Review
#1036813 Review #1036813 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$400
Preferred solution
Replacement of the piece that was damaged.
Tags
  • Terrible Customer Support