West Elm
Reviews and Complaints

It started with my order of a slate placement. I called and told them that its damaged and the customer service told me it is handmade so I should expect it to be not perfect. I explained to her that I know the difference between imperfections of a handmade item and a damaged item. I asked her if I could exchange it and she said I could but I will have to pay shipping. I also cannot return or exchange it at the store because I ordered it online. I told her that its not fair that I have to pay for return shipping on something that is not my fault. Nothing I could do so I just decided to keep the damaged item. Then last night my glass fireplace screen (Willow) arrived. To my dismay, there is a crack on the glass. I called today and the person I spoke with said that I could send back the item and they can send a replacement. While hes processing the return he encounters a system issue which prevents him from generating the return label. Apparently this is a weird issue that he hasnt seen before but I am now doubting this after seeing the previous reviews in this site. I am extremely disappointed with West Elm. The style of furniture and decors are nice but so far both my experience ordering online and in the store (unfriendly and snobby sales associates) made me decide to never order from them again. I didnt think that for what is considered a high end store that they would make returns or just simple dealing with customer issues to be so difficult. No wonder more people are just ordering from Amazon nowadays.

User's recommendation: Don’t order from this store.

I have placed 3 orders recently, and had a problem with 2 of them; that is a high dissatisfaction rate. Two customer service calls have left me soured over the experience. WE will unexpectedly delay your shipment (by 2 months), cancel it without warning ("no longer available"), and refuse returns in store - even for small items, costing the consumer a UPS fee and runaround. BOOOOOO, West Elm.

User's recommendation: Order at your own risk.

I want a cheque for price difference. West Elm does not deserve any business for their lack of positive business practices.

User's recommendation: Don’t shop there.

The half moon carpet xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

I have been waiting on a bed frame that was supposed to be delivered 1/6-1/8. I received an email from west elm 2 days AFTER my delivery date saying the item was back ordered. The next email I received told me my items would be delivered 1/18-1/20. Again that window passed with no email from west elm telling me there was further delay. The last email I received said it will be delivered 2/2-2/4. Well its 2/4 and I still have not received my furniture or even an email telling me the item will be further delayed. I have called into west elm 3 times over the past month inquiring as to the status and each time I have been given a different answer. Today when I called for the 4th time I spoke with an associate Megan I believe her name was. She was professional and did her very best to help me but ultimately told me that I would need to wait 8 days for a call back on the status of my order. 8 days to get an update on my order? The item has been showing ready to ship for 2 weeks. I asked to speak with a manager. Fast forward an hour later and a manager named Darla got on the phone and proceeded to tell me that the order is progressing as it normally would. That was her resolution. Huge mistake having her in a management position. Megan provided far better customer service than she did. Zero stars for customer service. Clearly West elm needs to do some training regarding customer service and resolution. I furnished my entire home last year with west elm furniture. I am appalled by the lack of care and concern for your customers. It is unacceptable that I have only received updates from west elm on the status of my order AFTER my delivery date. This has happened 3 times. Its also unacceptable that after waiting to speak to a manager for an hour I was given such a rude, unprofessional response with no further information and no resolution. I never leave bad reviews but what I experienced today on the phone with customer service was something I have NEVER experienced before.

User's recommendation: Don’t order.

1. I ordered drapes based on the color on the website and when they arrived they were so much darker than the pic I was certain they sent the wrong ones. I tried again and got same results. I called the customer service department and he agreed the website and the pic I sent him were 2 completely different colors. MISLEADING! No swatches available. 2. I was going to order upholstered dining chairs. the site said they were custom made and non-returnable. One day I went on the site and they were available for immediate shipping (not the previous 10 week wait time) and the next day they were no longer available for sale. Clearly, they are not custom made per order and so the false advertising is really making me mad!

User's recommendation: Don't buy from West Elm.

The West Elm chandelier I bought has two LED tubes. After a month, one of the tubes stopped working. So I was disappointed by the quality, but thought it might be fixable. I called West Elm and that is when my humiliation began. It's hard to put words to how terrible it was. I had to make many calls and was told several misleading things. I was told that they could send someone to make a repair and was given a phone number to call. When I called the number I was transferred to another person who said that repairs were not available in my area (in Arlington, VA about 12 minutes from Washington, DC.). After more horrible calls to the West Elm call center, I was told that the chandelier could not be replaced because it was discontinued, and that the design was such that it could not be repaired either. So what I had to do was send it back or take it to a store to get a refund and choose another chandelier. I explained that I had paid to have the chandelier installed by an electrician (as recommended in the instructions). I asked to be compensated for the cost to install the chandelier. After an hour-long frustrating and humiliating talk with the call center, being put on hold several times. They said the best they could do was offer me a 10% discount, as long as I bought a chandelier that was not on sale. What West Elm offered is totally inadequate. After such a humiliating experience I say to shop anywhere else other than at West Elm.