West Elm
Reviews and Complaints

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.

I bought a chair and sofa on August 15, 2020 and didnt receive either. West Elm still cant tell me when they are going to deliver them. For the sofa the call center was confused and had no idea when I might get the sofa. West Elm kicked me over Sidelitona, which mismanages delivery. When I talked to Sidelitona and they said that they hadnt received my sofa yet and had no information about when they would get it. Ive wasted 6 hours on calls following up, and still have no commitment from West Elm on when/if Ill get the sofa I paid for. West Elm horribly disorganized and treats their customers like dirt.

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

Westelm is a shady company with bad products, terrible customer service, and even worse delivery system. I ordered a table in January to replace another Westelm dining table that broke in less than a year of use. I would get notification that new table it is ready for delivery to my house, so I arrange my schedule (and work) to accommodate that. Last minute, they cancel delivery with some excuse (some of them obvious lies). This lasted over six months! After six months I asked for my order to be canceled. They said they did and will refund me in a few days. About two months later, Im still waiting for a refund. Called customer service - Im currently on the phone with them, on hold for nearly 30 minutes, and still no refund. Im getting the feeling they are hoping I will give up my refund and go away. Customer service tells me they cant refund until they receive the table, changing the story form two months ago. Well.. the table... I dont have it, dont know where it is, and shipping is not under my control but theirs; yet, Westelm is trying to make it out to be my fault I dont have the refund they owe me. I caution everyone to stay away from Westelm. They keep your money and dont deliver the product. In my book that is called stealing. #westelmsucks

User's recommendation: Never shop at Westelm. There is a reason they don’t allow people to review them online.

The company offers no explanation as to why it has taken over three weeks for my furniture to travel from LA to Boise.

User's recommendation: do not expect to be treated well by West Elm customer service. Actually, as far as I can tell, they don't even have a customer service department.