West Elm
Reviews and Complaints
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Verified ReviewerDon't buy their wool rugs
- Furniture look
- Product design
- Look of item s
- Quality of product
Preferred solution: Let the company propose a solution
I need tge HR dept human resources iffice
Don't buy Haven Sectional in Twill
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.
- Design
- Like the sales associate that assisted me
- Misleading sales advice
- Quality of product
Preferred solution: Full refund
Go elsewhere, there are so many other companies out there that sell the same.
- Leadership team contact mike extremely rude
- Quality of products
- Inability to cancel order when item had not shipped yet
Preferred solution: Refund the shipping cost !!
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.
- Style of furniture
- Style and design
- Customer services
- Delivery
- Everything else
Preferred solution: Price reduction
Want to cancel my sofa order!
- Store personnel
- Waiting for delivery
- Quality
- Delays with delivery
Preferred solution: Full refund
Incompetence with refund process.
Preferred solution: Full refund
PURCHASED COUCH
Preferred solution: Deliver product or service ordered
Multiple west elm issues- returns, shipping, credit card policies
Yet, again - Desk in the aether
Preferred solution: Deliver product or service ordered
Saggy couch in less than one month...
Stolen money
One nightmare after another
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...
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!
- Style of furniture
- Quality of products
- Customer service
Preferred solution: Full refund
Henry Sectional Cushions...flat as a pancake
- Variety
- Display had much higher quality material
Horrible customer service - dangerous chairs
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.
- Style of the products
- Misleading information
- Lack of action to fix the problem
- Lack of accountabilty
Preferred solution: Fix the chairs
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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