West Elm
Reviews and Complaints

Hi, I am not a happy customer! For strange reason , after I washed my wonderful sheets, my fitted sheet and the duvet cover came out of the wash with spots. The rest of the set was fine. I door to your company , and while they were trying to help , they send me to your international department. They werent very nice. I sent them photographs of my sheets and I still until today , didnt get any response!!! I do hope I will hear from them, and the answer will be satisfactory! I really enjoy these sheets and very disappointed from the spots that appeared Your truly , Itia Golan 416 414 ****

Purchased over $6k furniture the day after Thanksgiving. West Elm has had my money since then however I have no furniture. They continually push out my delivery date with no reasonable explanation They blame it all on the pandemic. I mean Im getting all sorts of furniture and numerous home decor items delivered on time from every other retailer so clearly West Elm is just lying and holding my money hostage.

User's recommendation: Do NOT ORDER FURNITURE HERE.

Bought Andes couch in August and with relatively little use the frame has broken. Just starting customer service process. Disappointed in quality.

User's recommendation: Steer clear.

I was recently at the West Elm location in dawsonville Georgia and an item was clearly marked at $45. Once I took it to the cash register the salesperson says that it was marked incorrectly. The item in question was a teal colored queen bed sheet set. She mentioned that the price that was afixed to the set was for duvet cover and removed the price tag. What is the policy surrounding clearly marked items and receiving those items at the marked price? She was clearly not operating in the West Elm way and she offered no apologies for the mistake. I was at this location on Monday February 15th. I shop at West Elm and would like to be appreciated in some way. Thanks in advance

For the first time I went to the Vernon Hills store 6 weeks ago. I had never been to West Elm but loved the style. I came in looking for an entire living room. I had made an appointment with Michael who was very nice when I met him. We walked the store so he could see what I liked, I gave him my floor plan, and I told him to please come up with a couple designs. 6 weeks later I never heard a word from him. He texted me once to apologize for not getting back to me yet but after that nothing. I went on to buy an entire living room from Crate & Barrel for 15,000. I was a serious buyer and he completely blew me off. I would not recommend West Elm to anyone and don't plan on ever returning. Just thought you should be aware of my first and last impression.

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.

Need more details, or return my money

Purchased items in store. Decided to cancel three hours later. Called 5 times. Every time they said it was enroute but would be canceled Then they send email items will arive with a date I call and the say i have to accept delivery when it comes and try to return it.

User's recommendation: Never use west elm.

I got a few ceiling lamps and there were crucial screws missing. I contacted them and the store and they cannot replace the screws. I was told I had to find some matching ones at a hardware store? These are screws that go with a specific finish on the light, a hardware store doesn't make screws in "antique brass". I'm VERY disappointed at the customer service, especially at the price point.

User's recommendation: Buyer beware.

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.

Second lost item from West Elm/Pottery Barn (first was a Christmas stocking). Ordered a set of chairs and a coffee table at full price only to have them go on sale a day later. I requested a price adjustment or cancellation but was told they had already "processed" and they could not offer either. A week later, items still had not shipped but items went on sale even more. I canceled the items, eating the $150 "shipping and processing" charge (one item was backordered and was able to be fully canceled) and reordered them, this time through the store thinking that would help. Estimated delivery was between a week and three weeks later. The coffee table supposedly shipped over 2 weeks ago and the chairs shipped a week ago and are waiting delivery despite the fact that it says the table ships directly. Emailed West Elm to inquire about items as they appeared to be lost and was told that table had shipped recently (person misread the tracking and looked at the chairs) and would arrive the next week. The next week, they told me the table had arrived but was awaiting delivery of the chairs which would arrive early this week. This week they told me neither item had been received yet, then told me "all" the items were awaiting final delivery and then said all items had shipped but had not been received yet. I understand there may be delays but I have now paid over $350 in processing and shipping fees and no one can tell me where the items are or when they will be received. For that much money the items should be easily tracked and located and customer service should provide accurate information. I have requested a full refund of shipping and processing fees which as of now they are unwilling to do despite the fact that they have no idea where anything is and give me a different answer every time.

User's recommendation: Do not order. They will charge for shipping and processing but items are lost/not delivered.

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!