West Elm Reviews and Complaints
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14
ISSUES RESOLVED
57
COMPANY RESPONSES
639
TOTAL REVIEWS
$220K
CLAIMED LOSSES
$961
AVG LOSS
160K
PAGE VIEWS
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Cons
- Customer service
- Lack of action to fix the problem
- Late delivery
Pros
- Design aesthetic
- Style and design
- Design
Latest review first
- Latest review first
- Most helpful reviews first
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West Elm - Defective chair
I ordered a sleeper chair, it arrived defective – sleeper part was jammed and installed crooked. Called West Elm about an exchange. They would not let me, only refund and re-purchase. To re-purchase same item is $200 more now. Ridiculous! Asked for a manager, and was put on hold endlessly. West Elm just lost an $1800 purchase to fight over $200.
Review
Placed an order on 2/3 using $400 of west elm gift cards I received for Christmas, brand new. Scratched each code off and typed all my info in and was givin the amount left to pay.. great. Added my cc info and received confirmation that my order was placed for xxx.xx....
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West Elm - Horror
If there is a company that actually works at providing poor customer service this is it ! Four month delay in receiving order placed originally in November for daughters Christmas present. Finally cancelled order.....Horrific !!!! One element I would think any company would strive for is to provide Some level of customer service ( even at its most elementary level) but no....Unless you want to insure MONTHS of delays and RUDE customer service I would not suggest purchasing from West Elm...look somewhere else....Will make an effort to share this with everyone I can...First review I have ever written but if I can save one person from the hassle I have done my job ! Worst of luck to you West Elm !!! YOU SUCK !!!!!!!!!!!!!!!
Review
Reason of review
Poor customer service
Loss
$40
Preferred solution
Let the company propose a solution
Update by user Mar 27
Update: Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.
We explained what was happening.
He was EXTREMELY nice and really wanted to help us. He told us he would contact...
Review
Product
Pros
- Style of furniture
Cons
- Customer service
- Quality of products
Reason of review
Bad quality
Loss
$1104
Preferred solution
Full refund
Tags
West Elm in Providence, Rhode Island - Terrible customer service
ordered chair on 12/4/18. found out we were charged TWICE for the item and today, 2/20/19 am still trying to get my credit for the double charge back.
West Elm in Randolph, New Jersey - The worst customer service I have ever experienced
Getting "west-elmed" unfortunately became our family's phrase for being treated horribly by customer service. But no customer service team has abused us as much as West Elm has - They definitely win this contest....
Review
West Elm has now sent me 3 Lucent rugs in Frost Grey. Rug #1 arrived with a 4" cut through it (maybe not their fault as it could have occurred in shipping), but also a few stains on the rug! I did not need to unroll the rug far before shipping it back. Rug #2 was...
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Review
Product
Reason of review
Damaged or defective
Preferred solution
Full refund
West Elm in Oak Lawn, Illinois - Horrible customer service
returned a couch, customer service never contacted me after it was picked up. I called and was told they would issue a credit. After 2 weeks still no credit. I called again and they would issue a store credit card, 17 days later still no card. Multiple phone calls but nothing resolved. Nobody seems to know how to resolve this.
Review
Service
Reason of review
Return, Exchange or Cancellation Policy
West Elm in Red Bank, New Jersey - Halifax desk chair with castors $449
I little more than 2 years ago we purchased the Halifax rolling desk chair from West Elm (In Red Bank, NJ). Within a year we began finding ball bearings on the floor. This continued occasionally until today when one of the wheels just fell off! For the price we paid a chair like this should last more than 2 1/2 years. We've been scouring the internet for a solution and found this site. I assumed West Elm would blow us off....and from what the two other reviewers have stated, my assumptions are correct. We will continue to search for a solution...but in the meantime I wanted to add our experience to the list here. For the record, we also purchased an upholstered chair from West elm and have been very pleased with it.
Review
Product
Reason of review
Bad quality
Loss
$449
Preferred solution
Let the company propose a solution
I ordered a quilt and returned it the day after delivery because it was the wrong color. My credit card was to be refunded but it was not. As others have reported, I received a gift card in the mail instead. I immediately called customer service and was told as soon as...
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Review
Service
Reason of review
Return, Exchange or Cancellation Policy
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Same thing happened to me - over the course of 4 months I recieved 9 sets of gift cards for a defective couch that they said I could return for a refund. Spent a total of 40 hours on the phone with them trying to get my money back.
I did eventually get a check in the mail but not before filing a complaint with the better business bureau and threatening to sue them. Good luck!