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New Reviewer

Request re-purchasing yardage of Performance Velvet (Moss)

I would like to repair a part of the chair I bought in Moss Performance Velvet...and possibly make a throw to cover the seat when the dog wants to sit on it. (SKU 963247) Please let me know how to buy some yardage of this fabric. Thanks! JoAnn Jacobsen
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ID
#2556457 Review #2556457 is a subjective opinion of poster.
Location
New York, New York
Preferred solution
Let the company propose a solution
New Reviewer

Broken delivery items

West Elm - Broken delivery items
West Elm - Broken delivery items
CAndles for xmas presents all came in pieces! No replacements are availBle. I was refunded, but to tell the truth, this package looked like a child packed it. Not exactly the "pride" in your products if you dont pkg correctly, shows you dont care about the consumer!
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ID
#2338122 Review #2338122 is a subjective opinion of poster.
Location
Carpentersville, Illinois
New Reviewer

Missed my delivery 10 minutes ago

I missed my delivery please have them come back

User's recommendation: Beautiful quality.

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ID
#2337478 Review #2337478 is a subjective opinion of poster.
Location
New York, New York

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
New Reviewer

Sofa Fabrics “pill” immediately

West Elm - Sofa Fabrics “pill” immediately
Weve had our West Elm sofa for just three months and it gets very little use. So I was shocked to realize the fabric is rough and pilling all over the seat cushions. Ive owned sofa bought for far less from World Market and Costco and never had this occur. LOVE West Elms designs but its very sad and disappointing to learn they are continuing to use such problematic fabric.
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ID
#1756617 Review #1756617 is a subjective opinion of poster.
Product
West Elm Sofa
Pros
  • Style of the furniture
  • Design
Cons
  • Quality of materials
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

West Elm - Review in Furniture and Decor category

I had to babysit West Elm the last 5 wks for a return. What has happened to this great company?! It took me three phone calls to make sure my product was returned. Each time I called they assured me that the return was already in the mix and that I could expect to see it on my credit card bill...it didnt happen that way. It appears as they were trying to rectify the problem, they would add notes to my account, but each time I called to see if any headway had been made with the return, the customer service folks usually hadn't read all the notes dating back for one month on my account while on the phone with my questions. This added to my aggravation and their confusion. Good customer service is listening, reading, crossing all your t's and dotting all your i's. Understanding the details of an order so you can help is what makes a great company, not just lip service. I love West elm's products but this has made me leery of buying from them ever again.
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ID
#967631 Review #967631 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Return, Exchange or Cancellation Policy
New Reviewer

West Elm Table Review

I bought a console table online and forgot to put the 20% off code in. Called customer service the following day and was told there's nothing she can do. Lost out on $80!!!! Very disappointed West Elm.
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ID
#920480 Review #920480 is a subjective opinion of poster.
Location
Mesa, Arizona
Product
West Elm Table
Reason of review
Problems with payment
New Reviewer

Pleasantly surprised after having low expectations

I read so many reviews about West Elm. I was shocked by all of the negative comments. Typically I'll discount the worst and best reviews and take to heart the ones in between but West Elm reviews were overwhelming negative and consistent. Items delivered damaged, deliveries taking months and then sometimes people being told after months that what they ordered isn't even available, getting refunds being almost impossible, horrible delivery service, etc. I thought on it for two weeks but I finally took the plunge and ordered furniture because I really wanted a sofa they have. It wasn't a perfectly smooth process, but I was pleasantly (thankfully) surprised as my expectations were pretty low. 7/3/16 Placed order: Brooklyn Leather Sofa, 81", Licorice; Box Frame Coffee Table, Raw Mango / Antique Bronze; Box Frame Narrow Side Table, Raw Mango / Antique Bronze. Immediately got confirmation indicating the side table was on back order until 9/15/16 even though it was listed as in stock when I placed the order. The other two items were due to be delivered between July 18 and August 1. 7/21/16 Received email that items were at the warehouse and ready to have delivery scheduled. I called and scheduled delivery for Friday 7/29 (they only deliver to my area on Fridays). 7/28/16 Received phone call from delivery people confirming they would be here the next day between 1pm-3pm. 7/29/16 Delivery men called to say they were late because they had to cross to the island on the ferry. Understandable, especially on a Friday. No problem. They arrived around 4pm. Super nice and friendly gentlemen. One put the sofa together while the other started to put the coffee table together. Guess what? No hardware included with the coffee table. I watched the delivery men as they unboxed everything which means that the item was sent to the warehouse by West Elm with no hardware. How does something like that happen? Delivery man called West Elm and arranged for the hardware to be delivered directly to me. I should be able to handle this myself but if I find I'm not the delivery man said to just call and they will take care of it the following Friday. As I'm moving things where I want them I realize that I don't even have the correct coffee table. It's the wrong size. I ordered the slim one that is 17" wide. This one is 24.5" wide. Apparently the one I purchased was out of stock so they substituted the larger size. Because I don't want the hassle of returning this table and waiting for a new one I'll keep it but I sure would have liked to have been given the option to choose a different table instead of having one chosen for me. We'll see if the hardware arrives in a timely manner and if my side table arrives soon...with hardware! In summary, very pleased with delivery. I believe the warehouse is located in Katy, TX. I'm calling them back next week to find out their names and who I can call or email to commend them on their excellent service. West Elm - I do love my sofa and coffee table even though the table is 7.5" wider than I wanted. The table being shipped without hardware to put it together is bizarre to me. I guess there's no quality control. If you live in the Houston area I feel pretty confident in recommending purchasing delivery items from West Elm based on how great my delivery guys were. I would also call West Elm to ask if they can please ensure everything you purchase will actually be shipped with the hardware to put it together!
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ID
#891477 Review #891477 is a subjective opinion of poster.
Location
Houston, Texas
Service
West Elm Delivery Service
Pros
  • Delivery service
  • Style and design
Cons
  • Coffee table shipped without hardware to assemble
  • Side table showed in stock but back ordered
Reason of review
On time delivery

West Elm Emmerson Collection poor quality

West Elm Emmerson Collection poor quality
West Elm Emmerson Collection poor quality
I have been an admirer of West Elm, and thought they were were known for lifelong quality pieces. Not the case. We ordered the Emmerson reclaimed table, bench, coffee table, and two leather couches. The Emmerson pieces LOOK extremely hardy, and indestructible. They...
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18 comments
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Featured
ID
#807305 Review #807305 is a subjective opinion of poster.
Location
Meridian, Idaho
Product
West Elm Table
Pros
  • Like the sales associate that assisted me
  • Look of item s
Cons
  • Delivery and product quality
Reason of review
Bad quality
Loss
$1400
Preferred solution
Price reduction

Poor delivery: Delayed and broken everywhere

Cool stuff, but they can't get their products to customers in one piece or in a timely fashion. Examples: August: I ordered "urban industrial" shelves. I was given a late September delivery date. That morphed into mid-October. That was moved to December. I called to ask about it and was told mid-February 2016 was the computer's estimated delivery date. September: Ordered pillow cases. Received an entirely different order. Early October: I ordered 9 dishes. Mid October:4 came, 1 was chipped. Late October: Two more came, both were in shards. Still awaiting three more dishes. The people at customer service are quite nice, and I say that with authority since I have spent a huge amount of time on the phone with them. The actual delivery of product to customer has been a disaster.
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ID
#724509 Review #724509 is a subjective opinion of poster.
Location
Somerville, Massachusetts
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution
New Reviewer

Still waiting on delivery

Had never ordered from West Elm before. We ordered bedding for my daughter for college. It's been 11 days and it still hasn't left the warehouse even though they have over 300 in stock. My daughter will be moving off without it. We were shown very little sympathy or compensation. We were offered 15% of this order off of our next order (that's pretty safe on their part!) but they could not give us overnight delivery or anything that would be truly helpful. Very disappointed. Don't order if you are expecting a quick delivery (and by quick I mean less than 2+ full weeks).
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2 comments
#1106813

Just an addition after several months. Still true that the delivery process was frustrating but we do love the product.

My daughter has been very pleased with the purchase. It washes well and still looks great!

#1018870

Update: We received our July 26th order on August 11th. Slow but we did receive it along with a discount card towards our next purchase. There may not be another purchase but I wanted to report that they came through eventually.

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ID
#678435 Review #678435 is a subjective opinion of poster.
Location
Fayetteville, Georgia
Cons
  • Lack of action to fix the problem
Reason of review
Problem with delivery
Loss
$66
Preferred solution
Deliver product or service ordered
New Reviewer

Expected the worst

I had placed an online special order on April 29 for Finn Loveseat. Later found this site and was disturbed by all the negative reviews regarding bad customer service and shipping problems. Was promised delivery in 8-10 weeks. Communication regarding delivery was ok,...
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ID
#668179 Review #668179 is a subjective opinion of poster.
Service
West Elm Delivery Service
Reason of review
Good quality
New Reviewer

West Elm lost my shipment.

I have ordered a bed frame in march 8, 2015 and 10 weeks later, i am paying monthly statements on an item i have not received. I have contacted the supervisor at the store i have purchased, customer service supervisor in furniture department and now, i left a message to unpublicized hot line and waiting for a call back. Only answer i get from them is "I will get back to you by end of this week" for past 4 weeks!!!!! What the HECK!!! I asked the store supervisor to re-order and she said " delivery will take as much as we track it down".. Well,, that's been about 2 weeks now.. I am so tired of their customer service and i dont understand how to take care of this matter. Let's see how long this will take but surely will not EVER purchase any products everagain.
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ID
#650802 Review #650802 is a subjective opinion of poster.
Location
Oak Brook, Illinois
Service
West Elm Customer Care
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

DO NOT HAVE ANYTHING DELIVERED!!!!!

I ordered some bedding that was out of stock at one of their locations on September 9th. The gentlemen who ordered it for me was very nice an thorough and explained everything to me. He said that the item was on back order and supposed to ship on September 21st, now its not supposed to ship until October 29th!!!! Unfortunately, I need it as a gift for October 17th. Needless to say they have lost my business for the foreseeable future! Do Not order from them unless you are willing to wait a long time for your products to arrive! Very disappointing!!!
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ID
#537142 Review #537142 is a subjective opinion of poster.
Location
Covington, Louisiana
Reason of review
Problem with delivery
Loss
$138

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