West Elm Reviews and Complaints | Rating: 1/5 @ Pissed Consumer

New Reviewer

Aug 16, 2022 Thomas Pierre T

Purchased furniture

1.4

I purchased 6k worth of furniture from this company a month ago and it still has not been delivered. Went to the store and was reassured all of my furniture but a marble table top from India was available. Just tracked my order and Im being told to wait for another month to schedule delivery. Absolutely the most ridiculous thing Ive ever heard. Im not wasting another penny with this so called furniture store. Totally useless.

User's recommendation: Be aware of the low stock levels and long wait for items ordered.

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ID

#3858762

Pros

Style

Cons

Lack of communication with customers

Preferred solution

Deliver product or service ordered

Aug 12, 2022 PissedConsumer3846711 of Mount Laurel, NJ

Terrible Experience - Sectional never delivered

1.0

DI bought a sectional more than 4 months ago and it has never delivered. The worst part is that the order tracker says it was delivered I called a few times, and the customer services inform that they cannot locate my sectional in the warehouse and will call me back, but they never call back. I will never buy anything else on this store again, it was the worst experience that I ever had. Strongly recommend everybody to do the same if you do not want to be stressed.

User's recommendation: Do not order anything in this store.

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ID

#3846711

Service

Sofas And Sectionals Advertisement

Cons

Lack of ownership of issue
Shipping
Very late delivery

Loss

$5561

Preferred solution

Deliver product or service ordered

New Reviewer

Aug 02, 2022 Amy R Jgr

Terrible customer service

1.0

I purchased six items from them in early July. Three were to come last week; three in October. None of the three items due last week turned out okay. One came but was missing hardware and I was told it would take a month to get a basic set of screws and fittings, so I...

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ID

#3817742

Location

Brooklyn, New York

Cons

Fullfilment
Poor customer service
Delivery time frame

Preferred solution

I have given them a solution; to allow me to switch the finish on the pieces I ordered with a finish that is theoretically in stock.

Jul 18, 2022 PissedConsumer3772560 of Littleton, CO

Awful customer service - never order from West Elm

1.0

Terrible company and service. Ordered a bed that arrived damaged and then the replacement never came and they couldn't figure out why or where it was. Then they couldn't figure out how to refund my money! Just refund my money. You call customer service a million times, wait on hold for hours and no one knows anything and they keep transferring you. I just want my money back. Never ordering from West Elm or any of the Pottery Barn brands every again. Way over priced for quality. You get better quality and service from Target.

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ID

#3772560

Location

Littleton, Colorado

New Reviewer

Jul 16, 2022 Ela M R

West Elm is a poor excuse for a company.

1.0

Cancellation on July 9. Today is July 16. No credit on my credit card yet. 5 calls and still at the beginning of this road where I am finding, with no exception, a bunch of incompetent customer service representatives. This company has no notion of the basic principles of what Customer Service means And has no notion about how fragile reputation is, as fragile as a piece of thin glass.

User's recommendation: Get ready, if you buy from West Elm! This company is a disaster.

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ID

#3766045

Location

Delmar, New York

Preferred solution

Full refund

New Reviewer

Jul 16, 2022 Ela M R

West Elm is holding the credit for a cancelled order and West Elm is doing nothing to advance in this process. West Elm Customer Service representatives openly lie, say it will take 24-48 hrs.

1.0

I cancelled my order when I got an email from West Elm telling me my order delivery was going to be delayed till Nov. 10/Nov.3. I got that email on July 7, call them to cancel on July 8. From there till now, 8 have talked to 4 different representatives, their names...

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ID

#3765984

Location

Delmar, New York

New Reviewer

Jun 07, 2022 McKenzie C Bff

0 stars for HORRIBLE Customer Service

1.0

Your employee put my email in incorrectly when placing an order in the store. He said he would correct this immediately and it was not. This caused us to miss an email that our payment wasnt going through on an order that we waited over 3 months for. Because we never...

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ID

#3647732

Location

Burlington, Massachusetts

Cons

Customer service and return policy

Preferred solution

Price reduction

New Reviewer

May 25, 2022 Wanda W Fka

Customer no service

1.3

I placed an order back in March. The planned shipment date is June!! Was told that no withdrawal would take pms e until merchandise is shipped. Money was withdrawn but I have not received any type of notification. No one will answer the phone. To make matters worst the store closed in Greensboro where I made the order

User's recommendation: No recommendations at sll.

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ID

#3609044

Location

Greensboro, North Carolina

Cons

Store closed before my order came

Loss

$498

Preferred solution

Let the company propose a solution

Apr 17, 2022 PissedConsumer3493078 of Riverdale, GA

Very bad customer service and products are over priced

1.0

I bought pillows for my bed. I spent over $200 for these pillows. I noticed that the seem of the pillow is unraveling. I called to have the pillow replaced and was told it has been over 30 days, so my pillow can not be replaced. I called the store in Ponce City Market and customer service. They were all very rude! If I had known I wasn't buying quality pillows, I would have gone to Walmart. This store is over price, and they DO NOT SELL QUALITY MERCHANDISE!!! BEWARE!!! DO NOT SHOP HERE!!!

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ID

#3493078

Location

Riverdale, Georgia

Pros

Nice looking

Cons

Deceptive and confusing structure
Return policy

Preferred solution

I want my pillow replaced.

New Reviewer

Apr 01, 2022 Gayle J Kjf

Worst Customer Service EVER!

1.0

I ordered a $1500 bed in October. They kept changing the delivery date , but never once notified me. I had to keep checking myself. End of December and they tell me they will give me a discount when I get the bed. t finally arrives on January 3rd. I have hired a...

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ID

#3452984

Service

West Elm Customer Care

Cons

Quality of materials
Lack of taking responsibility for their mistake
Undependable deliveries

Loss

$300

Preferred solution

Let the company propose a solution

New Reviewer

Mar 28, 2022 Sherry W Rdt

Bad Customer service

1.0

I have order a customize sofa for almost a year. So the sofa has arrived and delivered. But the partials are missing. The labor could not install the sofa. I have called for several department to solve the problem. They are just always ticking off my problem like a...

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ID

#3442542

Cons

Lack of communication with customers
Follow through
Very late delivery

Preferred solution

Let the company propose a solution

New Reviewer

Mar 21, 2022 Chelsea K Kaf

Couch sent to wrong location, causing 5 month delay

1.0

Update by user Jul 25, 2022

It is now the end of July 2022, and still no resolution. West elm has stopped responding to my emails and whenever I call they say they will have to escalate to a manger who will call me back, and then never does. I have received my couch but all of the cushions do not...

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ID

#3422258

Product

West Elm Sofa

Cons

Customer service which openly lies to customers
Items never arrive
Totally incompetent employees

Loss

$3798

Preferred solution

Full refund

Feb 22, 2022 PissedConsumer3358208 of Glenview, IL

Highly incompetent customer service!!

1.0

I ordered a media console with promised white glove service. The item arrived 3 months later dumped on my front porch on top the snow! I had to push the boxes into the hall where they have been sitting for over 3 weeks! West Elm keep promising to send someone out for assembly, I have made arrangements TWICE and BOTH times no one showed up and BOTH times the company they use for delivery and assembly had NO record of my order!! I have called multiple times, put on hold for hours at a time, transferred to many different departments and no one seems to be able to help me and get the issue sorted out. Worse service EVER!!!!

User's recommendation: Don’t shop here.

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ID

#3358208

Pros

Nice looking items

Cons

Display had much higher quality material
Product ordering misleading
Inferior products

New Reviewer

Feb 08, 2022 Juliane M Nmm

Sent the wrong items and lost mine

1.3

I ordered two pillow covers that were on sale. They sent me two very ugly chenille blankets. When I called them, they would not send me a comprable set of pillow covers because they were $17 more. They did not have any of the type I ordered in stock. The way I see it, it was their mistake and if a company this size cannot eat $17 due to their mistake, I don't wish to do business with them.

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ID

#3325159

Service

Customer Service Profiles Customer Care

Preferred solution

I would like to get comparable pillow covers since they lost the ones I ordered and they are no longer available.

Jan 12, 2022 PissedConsumer3254102 of Boone, IA

1/2 couch

1.0

DO NOT BUY FROM WEST ELM I ordered a couch in July with estimated shipping date of October. October passed, November, then December so I cancelled the couch. Throughout that time waiting I was told the couch was already made and coming, I was told it was never coming,...

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ID

#3254102

Location

Boone, Iowa

Cons

Gaslighting
Manipulative
Liars

Style and Design	3/5
Diversity of Products or Services	3/5
Website	3/5
Price Affordability	2/5
Location	2/5

West Elm
Reviews and Complaints

West Elm Overview

Rating Details

Contact West Elm Customer Service

West Elm Reviews

Purchased furniture

Terrible Experience - Sectional never delivered

Terrible customer service

Awful customer service - never order from West Elm

West Elm is a poor excuse for a company.

West Elm is holding the credit for a cancelled order and West Elm is doing nothing to advance in this process. West Elm Customer Service representatives openly lie, say it will take 24-48 hrs.

0 stars for HORRIBLE Customer Service

Customer no service

Companies Similar to West Elm

Crate And Barrel

Pottery Barn

Restoration Hardware

Wayfair

Very bad customer service and products are over priced

Worst Customer Service EVER!

Bad Customer service

Couch sent to wrong location, causing 5 month delay

Highly incompetent customer service!!

Sent the wrong items and lost mine

1/2 couch

Brands Related to West Elm

Pottery Barn

Williams Sonoma

Pottery Barn Kids

PBteen

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