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Customer service
Delivery Service
Style and Design

I am at a loss for words. My partner and I have purchased a substantial amount of furniture and other products from West Elm over the last 3 months or so for our new home in San Francisco.

The delivery experience for nearly all of the products has been a bit painful, but the couch - the couch has been a NIGHTMARE and that's what this review is addressing. We ordered a sofa back in September and due to the color we picked, it had to be made so it would be several weeks before delivery. No big deal. However, at the beginning of November, I got a call that my sofa was ready to be delivered and this is where the trouble starts.

I scheduled the delivery, but the day before, West Elm called and said they scheduled the delivery in error, and the sofa was not at their Oakland Distribution Center, but would be en route there in a few days. How do you schedule a delivery that doesn't exist? So they tell me the sofa will be at the distribution center and ready for delivery on Nov. 25th.

So today, since I haven't heard anything, I called and am told by the first person that the sofa is "still in production." I push back on that and ask to talk to a supervisor. The rep puts me on hold for 15 minutes and comes back and said that her supervisor said that in fact, my order is on the way to the Oakland hub. When I ask why the discrepancy, I'm told simply, "that's what my supervisor said." When I ask to talk to that supervisor I'm told flatly, no, you can't because we are in LA. When I push back she says "fine, hold on" and transferred me to another line that no one picked up for 20 minutes.

I called the regular service line back and talked to a lovely woman who initially told me she was showing the order was delivered. Then that it was in Oakland, but she took the time to call them and it was not. When I asked to talk to a Supervisor, I was told no. Now is probably the time to mention that throughout this process, I have asked multiple times on the phone AND in the store, to speak to management.

Every time via phone, I'm told that they can't connect me to a supervisor, but one will call me back - guess how many calls back I've gotten? If you guessed zero, you'd be right. I spoke to the assistant store manager at Bay Street in Emmerville, Lisa Crowe, in-person and she promised to call around and find out what was going on and would call me to fill me in... but do you think I ever heard back?

Nope! When I called to followup, she wasn't in but the Manager on Duty promised to call me back. But did he? Nope.

Anyhow, at this point I don't know what to do. I've emailed a contact in their corporate office that the most recent customer service person said could help, but I am not optimistic.

If I don't have a solid answer by early this week, I'm just going to cancel the order. My partner has found a few more things there that we'd like, and we have a whole second level we need to furnish, but frankly, I have put my foot down and said anything that isn't in-stock at the store, I'm not dealing with this nightmare again.

Product or Service Mentioned: West Elm Delivery Service.

Reason of review: Poor customer service.

Monetary Loss: $3500.

Preferred solution: Deliver product or service ordered.

I didn't like: Customer service, Delivery.

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Just a heads up, they have a policy in which you can't cancel your order while in "fulfillment" status. Give it a try, but I bet their response will be "no." If so, call your credit card company, and also reach out to the FTC.

West Elm has very "liberal" practices for lack of a better term. I'd advise staying away from them online.

West Elm Verified Representative

My apologies for the confusion with the delivery of your West Elm sofa order. I would be more than happy to look into this for you and provide an update.

I have sent you a private message for more information. Look forward to hearing from you soon!

Best regards,


West Elm Social Media Team

West Elm Verified Representative


Thank you for taking the time to reach out about your West Elm sofa order. I apologize for the miscommunication you have received about the delivery of your sofa and would love to look into this for you.

At your convenience, please send me an email with your order information and details. I will work with our logistics team to find out exactly where your sofa is and when to expect delivery.

My contact information and office hours are listed below for your reference.

Look forward to hearing from you soon!

Best regards,


Social Media Team Lead | Williams-Sonoma, Inc. |E: | Monday - Thursday 8:30AM-2PM (PST)|Sunday 8:30AM-4PM (PST)

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