West Elm San Francisco, CaliforniaComplaints and Reviews

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1.8 Based on 219 reviews
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  • Customers like
    • Design aesthetic 9
    • Design 6
    • Merchandise 6
  • Customers don't like
    • Customer service 34
    • Late delivery 11
    • Lack of action to fix the problem 10
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I had been happy West Elm costumer since its inception, having ordered other furniture in the past, but after my latest experience, I will never shop there again. I placed an order for a futon on 8/12/16 and it was finally delivered on 10/12/16. That weekend my husband tried to assemble the frame, but it turns out that the pre-drilled holes were not properly aligned. I called customer service to report this issue and was told that the... Read more

Was this review helpful? 3 0

Purchased patio furniture online with PayPal account. The following day got a notification from PayPal that the monies had been put back in the account. When called, their customer service person said they put the wrong price on the purchased item and would have lost money had they completed the transaction. Their solution was a 15% discount on a new purchase. Of course there is nothing else that approaches that price. Sounds like "Bait and... Read more

Was this review helpful? 1 0

I bough the "Charm" Rug, 9x12. Looks great - but it's a terrible product. Not hand-knotted just "tufted", so yarn come out w/slightest pull. There are 1-2cm gaps between tufts that are rough with sharp bits of glue or something and feel terrible on naked toes. It's Shedding SO badly I can't even vacuum it b/c it fils up the vaccuum bag instantly & then vaccum won't work. At this rate, soon it will be bald and have big gaps between... Read more

Was this review helpful? 1 0

They lost my mattress. Told me it would take 1-5 business days to find it. Couldn't find it after 5 business days (they didn't call/email to tell me). Then promised to deliver my bed frame. Canceled my delivery without telling me so I waited at home for 2 hrs before calling them. Currently, they can't find my bed frame and are waiting for management to tell them what to do. I have spent HOURS on the phone as each customer service individual... Read more

Was this review helpful? 1 0

The bookshelf arrived 1.5 months after I was charged the full price of the item (including shipping fees and shipping surcharge). The book shelf arrived damaged. The delivery people said that they didn't work for West Elm so I had to call to have people come and pick up the shelf. After 2 weeks and repeated calls, people came to pick up the shelf. Almost a month later, after repeated calls, no one could tell me where my shelf was. On the latest... Read more

Was this review helpful? 0 0

I am appalled with the delivery service provided by West Elm. Had the initial delivery for a coffee table scheduled for a Saturday which never arrived. I called delivery company at the end of the delivery window and they told me the delivery is running behind and that the actual delivery guy will call with an updated ETA. Called back the delivery company an hour later and they simply just said they can’t deliver the item because they don’t know... Read more

Was this review helpful? 2 0

Ordered the Alexa series 7-drawer dresser and the bed set. I ordered in mid-November of 2014. Didn't receive my order until late January. The confirmation email I received after I ordered (and plunked down $3300) stated that the pieces were to arrived between December 29th and January 12th. January 15th rolls around, and nothing. I had to call several people to find out where my furniture was. Two customer service reps "RJ Williams" and... Read more

Was this review helpful? 5 0

West Elm's Customer Service is completely unreliable and they only respond to your requests evasively and don't solve anything or answer any questions. They simply just push you off and dodge the issue. The delivery lead time that they tack onto the order AFTER purchase is absolutely absurd. Once I read it was going to take an additional 4 weeks for the item to be delivered I asked if I could pay more to put a rush on the delivery. They... Read more

Was this review helpful? 3 0

I ordered a sofa online and three months later I bagan calling to find out where it was. All I heard on the phone was that they needed to check with the vendor and get back to me in 3 to 5 business day. They never got back to me. Finally the order was cancelled (so I thought). Last month a delivery company called to schedule delivery. Turns out my credit card was charged. Called West Elm Customer Service and was told again it would take 3... Read more

Was this review helpful? 1 1

I ordered a sofa online and three months later I bagan calling to find out where it was. All I heard on the phone was that they needed to check with the vendor and get back to me in 3 to 5 business day. They never got back to me. Finally the order was cancelled (so I thought). Last month a delivery company called to schedule delivery. Turns out my credit card was charged. Called West Elm Customer Service and was told again it would take 3... Read more

Was this review helpful? 0 5
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