Bridgett L Vsf

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Don't buy their wool rugs

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West Elm - Don't buy their wool rugs
West Elm - Don't buy their wool rugs - Image 2
West Elm - Don't buy their wool rugs - Image 3
I bought their Reflections rug that clearly says "shed resistant". "Shedding of loose fibers is normal with new rugs. Shedding will diminish with regular vacuuming, typically within three to six months." B**S**t - this rug has been shedding since the day I got it. I thought after a few months it would stop but NO it continues to shed EVERY DAY. So unless you want a rug that acts like a pet then I DO NOT recommend the rugs at WEST ELM. Beautiful but not desirable.
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Loss:
$1500
Pros:
  • Furniture look
  • Product design
  • Look of item s
Cons:
  • Quality of product
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

1 comment
Guest

Hi is this the reflections cool multi Color polyester fabric? Is it possible to send me some photos of the rug.

I was actually considering purchase but now unsure. My email is marcin087@***.com

Anonymous
map-marker Henderson, Nevada

I need tge HR dept human resources iffice

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The manager is unavailable # 1. Nobody knows how to reach HR clueless #2 Kept me on hold for 39 minutes so I hung up because I got it they dont want to deal with me #3 Disfunctional Sad..
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Maggie G Rib

Don't buy Haven Sectional in Twill

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We received our couch a little over two weeks ago after waiting longer than quoted for it to be delivered, by day 5 I already noticed pilling in the fabric. We spent a good amount of time at the store choosing a fabric that would work for our home.

The customer service team assured us that the one we picked was level 3 of 4 on the durability scale and should hold up well and be easy to clean. Not only is the couch pilling like crazy, but the strings pull out and come loose of the fabric very easily, we chose twill wheat for reference. I had never heard of West Elm having so many customer complaints until I went on the site to review this item, turns out they don't even let you leave a review??

Red flag! Well now we've had this couch for two weeks and the pilling has only gotten worse, not very hopeful that this couch will last very long and seriously disappointed especially given the high price tag.

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Loss:
$2200
Pros:
  • Design
  • Like the sales associate that assisted me
Cons:
  • Misleading sales advice
  • Quality of product
Reason of review:
Bad quality

Preferred solution: Full refund

Kimberly D Zme

Go elsewhere, there are so many other companies out there that sell the same.

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Needed to cancel an order before it shipped, no shipping label had been issued yet, 12hrs after in store purchase. The “leadership team” member, Mike, that I waited 43min on hold to speak to, rudely told me, slowly ...as if I were a five year old, that “he could not help me and even though the order has not shipped” I would have to wait for it to ship and then contact UPS myself so that I can have them reroute it back to sender for a charge of $25, even though it hasn’t even left the sender yet. I then will lose another $63 shipping cost when I get refunded...even though it hasn’t shipped yet it and does not even have a shipping labeled even issued yet. Is this a scam of some sort? They are supposedly eco minded and then they are going to use resources to ship this rug all the way to California, only to send it back East. AND CHARGE ME EXTRA to do it!! Oh , I forgot to mention that the rug and pad shipped separately so I will incur another $25 charge!!! Total in this debacle $113 wasted on a company that is not Customer Oriented at all!!! Never again, I am through with West Elm. Worst rude customer service!!!
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Loss:
$113
Cons:
  • Leadership team contact mike extremely rude
  • Quality of products
  • Inability to cancel order when item had not shipped yet
Reason of review:
Refusal to cancel order when the item had not shipped yet, it even had shipping label attached.

Preferred solution: Refund the shipping cost !!

Benny Zco

Disastrous and distasteful

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West Elm - Disastrous and distasteful

My wife and I were looking around for a little while for new furniture being we were moving into a new place. Being that the majority of the furniture we’ve previously ordered was from wayfair, Amazon, etc., we became a little spoiled of the extreme quick delivery process and were a little naive regarding a purchase in-store at a proper furniture place.

All of the shops we went to were giving us 6-8 week timelines for couches and side chairs and we were hoping not to wait that long unless we absolutely loved it.

We decided to try our luck at west elm in Dumbo in Brooklyn.

After an hour or so, we found the couch and chair we wanted and on top of that, if we went with one of the “standard” and “non customized” materials it’ll only be a 2-4 week order and delivery process as we were assured in the store by the floor rep.

WRONG!!!!

We are currently approaching the 5 week mark, and nobody in the customer service or orders department seems to have any clue or update on my order which, when you go and track your order, it shows the last update of “custom build scheduled”.

After being transferred from rep to rep to finally the “corporate office”, they tell me that my order is in a fact a CUSTOMIZED ORDER which was either not in stock or back ordered. The chair which we ordered as well has an approximate delivery time of 6-8 weeks which was from 9/1/19 and the representative tells me on the phone that I should expect it to come around the delivery date of 11/28/19....THREE MONTHS FOR A CHAIR THAT WAS ORDERED WITH A 6-8 WEEK DELIVERY TIME FRAME!!!!

I realized that west elm has amazing and super nice, pretty decent quality from the little knowledge I have products which are obviously purchased at a relatively nice price, and they tell their customers what they want to hear. After the time passes of when the furniture should have been delivered, they make excuses as to why it’s not ready “custom”, “High volume”, “Not in stock”, I can go on and on. Of course, waiting this long for a $2000+ couch you aren’t going to cancel because you’ve waited this long for it anyways.

It’s disgraceful, dis honest, and false advertising. I don’t care much if the customer service reps I spoke to were nice or not, the fact or the matter is, when you order a product with a time frame you’re told by one person in store yet there are stories and excuses going on behind the scenes, it leaves a bad taste in your mouth from wanting to buy more stuff from them.

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Pros:
  • Style of furniture
  • Style and design
Cons:
  • Customer services
  • Delivery
  • Everything else
Reason of review:
Poor customer service

Preferred solution: Price reduction

Hillari Ryu

Want to cancel my sofa order!

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West Elm - Want to cancel my sofa order!
I tried to cancel my special order but they said it was a final sale and after reading tons of negative reviews online i definitely don't want to sofa now! I am recovering from 2 back surgeries, have a fully fused spine and tons of hardware and pins due to a Catastrophic illness and after reading all of the negative reviews I really don't feel that the quality of this sofa will be sufficient for me and my needs and i am also worried about the bed, console, rug and chair that i ordered as well but i didn't ask to cancel those!
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Loss:
$1536
Pros:
  • Store personnel
Cons:
  • Waiting for delivery
  • Quality
  • Delays with delivery
Reason of review:
Bad quality

Preferred solution: Full refund

Jordan C Dsd

Incompetence with refund process.

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I have never had such a dreadful quality and customer-service experience in my life than I have had at West Elm. The sofa I ordered literally started coming apart in under a year of purchasing it (I believe they recalled it, eventually). I returned it. I was told I would get a refund. It has been nine months that I have been struggling to get a refund for that sofa. New human beings come into the world in the time it's taken West Elm to be an epic fail on giving me my money back. I've spent hours on the phones with a variety of customer service agents, who are, to be honest, very friendly; however, they're incompetent. No refund via my credit card, as promised. No refund via check, as promised. Nothing. They gave me the run-around and have, at this point, stolen my money. I would absolutely NOT recommend West Elm.
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Loss:
$900
Reason of review:
Poor customer service

Preferred solution: Full refund

SANDRA B Jgo

PURCHASED COUCH

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PURCHASED AN ITEM IN FEB GOT DELIVERED DAMAGED WAS TOLD IT WOULD BE REPLACED BY THE DELIVERY TEAM. ITEM WAS NEVER REPLACED IT IS NOW JUNE STILL NO ANSWERS. WORST CUSTOMER SERVICE. AFTER NUMEROUS PHONE CALLS TO THE STORE AND CORPORATE STILL DONT HAVE A COMPLETE COUCH NOR ANSWERS AS WHEN THE ITEM WILL BE DELIVERED.
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Loss:
$4000
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Susmitha K

Multiple west elm issues- returns, shipping, credit card policies

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I just ordered on memorial day two sectionals, two coffee tables, two rugs and a chair. But because of online complaints of piling with one sofa, I wanted to return the sofa, rug and chair. was able to cancel sofa but was told that I won’t be able to cancel the rug and the chair since it is in preparing to ship status so that means I will have to pay the shipping for an item the has not been shipped and take it back to the store to return it. Also when i opened the credit card at the store to purchase these items I was told I would get 20% back as reward dollars and would be able to use it at the store, but then I found out online that 20% reward dollars is not equivalent to store item worth that much. 250 reward dollars is only worth 25$. Normally credit card disclaimer they read it out and you are supposed to be informed of choices but no one read out anything. was trying to change the color of one coffee table, same reply about waiting to be shipped. wanted to order same sofa in different material and another rug and coffee table but because I did not have the credit card number from Monday’s order could n’t. wanted to apply the promo of interest free rather than the 20% back was told I ‘ll have to call back two days later after it posts to the account. Already on phone 3 times yesterday. really pissed that west elm policies, software and coordination between store, furniture dept and credit card sucks, although employees are very polite and could’t solve anything!!!
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Telma Jyo

Yet, again - Desk in the aether

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I really should have learned the first time. Back in 2017, I posted here about the NIGHTMARE it was ordering a couch from West Elm and actually having it delivered. Feel free to read that review here: https://west-elm.pissedconsumer.com/sofa-nowhere-to-be-found-201711****37804.html Eventually we got the couch - it's lovely - but it was a nightmare. So here we are today - nearly three months ago, my husband ordered the Mid-Century Wall Desk + 2 Narrow Shelves from the store in Emeryville, CA. Originally they told him delivery would be in a couple weeks but almost immediately upon ordering they told him it was back ordered and would instead be 4-6 weeks and maybe as long as 8 maximum. First - why the he** does West Elm continue to sell products they do not stock?! This has been a recurring theme with this company over and over. Every single time we say "never again" but apparently we are masochistic because here we are. Husband could have canceled the order but we decided, why not wait? We really like the style of the desk so we can begrudgingly deal with 8 weeks -- but of course we should have known better. On week 9, we get an email saying the desk is now going to be another THREE MONTHS! Like, the earliest we *might* see the thing is sometime in September - Sure West Elm, I'm happy to just sit on the floor to do work for 6+ months while you figure out if this thing you sold us actually exists! But that isn't even the worst part. The worst part is the absolutely horrific customer service from both the Emeryville store and the call center. They have ZERO idea what's going on, why they've charged the credit card then refunded it, when something might actually ship - nothing. Zero help whatsoever. But to make it worse, they don't care. Like, at all. No apologies except the obligatory "sorry about that" and they actually act like you're bothering them by asking where the thing you bought is. Like how dare you ask for details and an explanation when they've sold you something that they literally do not have!? And so totally unhelpful. No willingness to do the minimum, let alone offer anything that looks at all like customer service. And even worse, they will promise to get info and call you back and then ghost you. Zero followup at all. And don't even try to get anyone senior in management like a retail district manager or higher. They also don't care. Based on the hundreds of reviews in the same vein, it's clear that this is standard operating procedure for West Elm, so of course the employees and management don't care. This is literally how they were trained to deliver and what they expect to happen. So, West Elm social media manager who will likely respond to this. Thank you for responding but I don't want to talk to you. I'd like to speak to someone who's capable of actually impacting the situation and speaking to the obvious recurring issue with West Elm operations, please.
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Loss:
$1500
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Paul H Srw

Saggy couch in less than one month...

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My wife and I purchased the Henry Sleeper Sofa from West Elm less than a month ago. We spent a considerable amount of money on the couch, only for it to begin sagging less than a week after we got it. Now there are multiple dips in the seat cushions. Furthermore, there is a gap between the back cushions and the seat cushions, so the back cushions routinely get pushed down into the gap. I understand a little sagging over a considerable amount of time, but not this much after only a month. I fear what the couch will look like in a year. Take my advice and pass on this piece of furniture.
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2 comments
Harding Rwu

Any resolve with west elm. We have same problem with our henry.

Its BS. Please lmk as i am going to start complaint with west elm

Hillari Ryu
reply icon Replying to comment of Harding Rwu

Hi...I am trying to cancel my special order for my Henry sofa! I tried to cancel it a few weeks after it was ordered but was told it was a final sale and after reading lots of reviews online i definitely don't want it now!!

Do u have any advice for me? Thanks~

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Shannon C Ops

Stolen money

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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. Well a month later and my cc was charged for the entire price, and magically my gift cards were never applied or shown any history for. I have never used a gift card on an order and then had to save the card for this unthinkable situation, so unlike anyone else I threw out my empty cards. Now west elm says sorry can’t give you your gift card money back without the card number.. which I’ve cleaely stated I don’t have due since I threw them out thanks to whatever flaw their computer system has. I online shop daily and always use gift cards and have never had this happen. Not to mention on the emailed receipt they sent, in fine print says “please note: if gift cards were used the final price with not reflect the deduction” so silly me, I trusted them with my receipt they sent directly after my purchase. theives with poor customer service who won’t make up for their mistake.
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Lisa V Eee

One nightmare after another

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West Elm - One nightmare after another
West Elm - One nightmare after another - Image 2
Updated by user Mar 27, 2019

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...

Original review Feb 25, 2019
One nightmare after another....We bought the Drake sofa the end of October. They assured us we would have it by by Thanksgiving or the first week in December. Well Christmas was coming and we were having a houseful. The sofa showed it was in Salt Lake but the warehouse could not deliver it until after Christmas. We have a truck so I begged to let us pick up the sofa ourselves. After talking to several "manager" we were given special approval to pick up.
We picked up the sofa on December 19, 2019. By mid January the fabric looked 10 years old! It is piling and sagging.
On February 9, 2019 I called the City Creek store, since that is where we ordered it. I was given a customer care number to call. I called that number only to find out it is just for store associates. I called the store back and was given another number. It took about 45 minutes to file a report with a very nice customer service lady. She said I would receive an email with instructions on sending pictures in.
On February 14, 2019 we still had not received the email so I called again. The report never got filed?? Really? Another 30-45 minutes and I filed a new report and immediately got the email.
On February 16, 2019, I sent the pictures as instructed.
On February 20, 2019 I had not heard anything so I resent the pictures as instructed.
February 25, 2019 STILL had not heard anything. I called the direct line that was given to me on February 14, 2019. That line is for Pottery Barn shipping issues. NOT West Elm. Got transferred to West Elm. That was the wrong department. Amy said she would stay on the line to get me to the correct department. She just transferred me to The wrong area. That person.. Didn't get his name.. Transferred me to a rude woman in the Southern CA area. Also the wrong area but she assured me that she found my emails and sent them on to Northern CA which is the correct area. This ordeal was 36 minutes.. What a waste of time!!!
Still no resolution. At this point I just want my money back and don't want to deal with West Elm, Pottery Barn or William Sonoma EVER AGAIN!!!
We bought a West Elm couch because we wanted a quality product and excellent customer service. So disappointing!
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Loss:
$1104
Pros:
  • Style of furniture
Cons:
  • Quality of products
  • Customer service
Reason of review:
Bad quality

Preferred solution: Full refund

Sheri G Sbc
map-marker Rockville, Maryland

Henry Sectional Cushions...flat as a pancake

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We purchased the West Elm Henry sectional 2 years ago. Shortly after the purchase, The cushions are so flat that it is painful to sit on. The cushions have no resiliency left at all. This sectional was not cheap and should certainly last longer than a year. To add insult to the pain in our backsides, I’ve contacted West Elm customer service several times and have yet to get a response. I would have been better off using the $100 sleeper sofa and love seat combo I got for my daughters college apartment at Habitat for Humanity. Please do something about the fact that I have to turn and fluff and adjust the cushions several times a day!
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Pros:
  • Variety
Cons:
  • Display had much higher quality material
Sheila E Tke
map-marker Newark, New Jersey

Horrible customer service - dangerous chairs

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I bought a couch and 2chairs for my living room from west elm. Paid $100 per item for “white glove” delivery.

The couch started wobbling after a few months. After several attempts, got their furniture medic to fix it - half of the bolts holding the legs on were never installed. Started having the same problem with chairs. After several attempts over several months calling and then emailing pictures was told today by a supervisor that it has been too long and they will do nothing to to repair the chairs.

Was on hold a total of 2 hours and disconnected 3 times before speaking to “supervisor” with a worse attitude than the other rude customer service reps. I don’t know how they stay in business.

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Pros:
  • Style of the products
Cons:
  • Misleading information
  • Lack of action to fix the problem
  • Lack of accountabilty
Reason of review:
Bad quality

Preferred solution: Fix the chairs