filters
Product:
Show
1.4
Details
What a croc. This BS about a manager is required to call you within 24 hours when a customer complains is laughable. It's been 2 days without a word. No one can give me a straight status of when to expect this stupid furniture. I will never buy from this place again...
View full review
6 comments
Anonymous
#1535742

I am having the same problem..5 emails 2 phone calls and tried to contact west elm via twitter. I can not get a call or email reply. I will never order from them again

View more comments
Review
#1321039 Review #1321039 is a subjective opinion of poster.
1.0
Details
We love the design of West Elm’s furniture and the experience in stores and purchasing items has always been great. When it comes to actually receiving furniture, that’s another story. In the last two years we’ve had 3 major purchase orders with West Elm (sofa, media...
View full review
1 comment
WestElmSocialTeam
#1532568

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

Review
#1319352 Review #1319352 is a subjective opinion of poster.
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...

View full review
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

View more comments
Review
#1318773 Review #1318773 is a subjective opinion of poster.
1.0
Details
I am entering month four of dealing with West Elm customer service over a pair of banquettes I bought in early May. They were shipped first to the wrong address, and it took roughly three weeks for them to be sent to the right one. West Elm couldn't provide delivery...
View full review
1 comment
WestElmSocialTeam
#1532578

Hello- I am truly sorry to hear you have not had a more pleasant experience, and I would like to help in any way I can. I have sent you a private message with my contact information, I look forward to hearing from you soon. Thank you, -Ramona

Review
#1316442 Review #1316442 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$850
Preferred solution
Full refund
1.8
Details
My return was picked up on July 5th. The system shows the return was received more than a week ago. A Senior Lead for Williams-Sonoma Inc claims they processed two credits to my Amex on July 6th for $1274.59 and $783. A customer service representative from West Elm...
View full review
2 comments
WestElmSocialTeam
#1519260

Hello, Thank you for your post. I apologize for this continued experience.

I've sent you a private message with my personal contact information. I look forward to hearing from you.Thank you,AlisonWest ElmSocial Media

View more comments
Review
#1303639 Review #1303639 is a subjective opinion of poster.
Cons
  • No respect for my time
  • Damanged merchandise
  • Excessive wait times with customer service
Reason of review
a combination of many of the above: poor customer service, bad quality, problem with delivery, order processing issue, trouble with refund, broken promises, misinformation, excessive hold times, mangled furniture.
Loss
$2160
Preferred solution
Full refund
Tags
  • Terrible Customer Care
  • Terrible Service
  • west elm terrible customer service
1.9
Details
The fabric on the floor sample couch in the store was soft. I ordered the same fabric. Couches delivered today, the fabric feels like brillo. Business with West Elm -- never again.
View full review
1 comment
WestElmSocialTeam
#1519274

Hello,Thank you for your post. I'm sorry to hear you have concerns about your new sofa.

I'd like to hear more about this.At your convenience, please email your order number to:support@westelm.comPlease address your email to my attention. I look forward to hearing from you.Thank you.AlisonWest ElmSocial Media

Review
#1300711 Review #1300711 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Received terrace coffee table on 6/22 damaged. Called to initiate replacement and UPS pick up of damaged table. After waiting 50 mins before speaking to anyone , agent informs me that I would receive replacement table on Thurs 6/29. Evening of 6/29 have not received...
View full review
1 comment
WestElmSocialTeam
#1519279

Thank you for your post. I'm sorry for this frustration and disappointment.

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

Review
#1299348 Review #1299348 is a subjective opinion of poster.
Reason of review
Order processing issue
Loss
$356
Preferred solution
Full refund
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...
View full review
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
2.4
Details
I ordered my leather Hamilton couch in February and received it in June. Because it was a custom color (navy) I cant return it; however, it is terrible quality, unbelievably uncomfortable, and was a gigantic waste of 2800 plus 300 in shipping! I am disgusted. When you...
View full review
2 comments
WestElmSocialTeam
#1519311

Hello and thank you for your post. I'm sorry to hear you are disappointed with your Hamilton.

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

View more comments
Review
#1296083 Review #1296083 is a subjective opinion of poster.
Cons
  • Terrible sofa quality
Reason of review
Bad quality
Loss
$3100
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
2.3
Details
I ordered a the hand looked shine rug on June 19th with an estimated delivery date between June 22 and June 26th. It is now the 29th and there is no sign of the rug. I have spoken with a customer service rep twice and they have not been able to locate the rug and had...
View full review
1 comment
WestElmSocialTeam
#1519334

Thank you for your post. I'm sorry we failed to delivery your shine rug.

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

Review
#1291910 Review #1291910 is a subjective opinion of poster.
Reason of review
Order processing issue