Product: West Elm Customer Care Clear all filters (67 of 67 reviews match)
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1.9
Details
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...
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Review
#1550346 Review #1550346 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Poor customer service
Loss
$900
Preferred solution
Full refund
Tags
  • Consistently Screwing Up
  • West Elm Awful
  • Terrible Service
1.9
Details
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-201711271137804.html Eventually we got the couch -...
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Review
#1544812 Review #1544812 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Deliver product or service ordered
1.0
Details
I purchased a dining room table and chairs January 1, 2019. The staff at the store were great helping me pick out the furniture and placing my order. The table was delivered on time, set up and looks great. The problem is I have a table and no chairs. I knew initially...
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Review
#1499549 Review #1499549 is a subjective opinion of poster.
Service
West Elm Customer Care

West Elm - Defective merchandise and worse customer service

1.0
Details
ordered a concrete table that cracked within a few months. multiple phone calls I finally received an email to send photos. Another long wait to have it picked up. I was told I would be refunded when I refused a replacement. WE NEVER calls you back. I made at least 15 phone calls, talked to 4 supervisors, all of whom told me different things, each telling me the last person was WRONG! the last one told be too bad, all I could get was a merchandise card. I don't ever want to go into this store again, let alone spend $800 + there. This has to be the most frustrating experience I have ever had with a store. You wouldn't think such a large corporation would be such penny pinching misers, particularly when its merchandise is no good.
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Review
#1485618 Review #1485618 is a subjective opinion of poster.
Service
West Elm Customer Care
Cons
  • Quality
  • Knowledge of customer service
  • Customer service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$822
Preferred solution
Full refund
Tags
  • Terrible Customer Service
  • Poor Quality

West Elm in West Van Lear, Kentucky - *** merchandise and they don't stand by it

Ordered a concrete table. Cracked within a few months, poorly made. Called, told I would get a refund when I refused a replacement. Got a merchandise credit. called multiple time, put on hold, given multiple different reasons for not getting a refund, each one telling me the last person was wrong! Spoke with 4 different supervisors. The last one basically said tough luck.
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Review
#1485614 Review #1485614 is a subjective opinion of poster.
Service
West Elm Customer Care
Cons
  • Lack of taking responsibility for their mistake
  • Delivery and product quality
  • Late delivery
2.0
Details
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....
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Review
#1482703 Review #1482703 is a subjective opinion of poster.
Service
West Elm Customer Care

West Elm in Providence, Rhode Island - Terrible customer service

ordered chair on 12/4/18. found out we were charged TWICE for the item and today, 2/20/19 am still trying to get my credit for the double charge back.
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Review
#1476534 Review #1476534 is a subjective opinion of poster.
Service
West Elm Customer Care

West Elm in Oak Lawn, Illinois - Horrible customer service

returned a couch, customer service never contacted me after it was picked up. I called and was told they would issue a credit. After 2 weeks still no credit. I called again and they would issue a store credit card, 17 days later still no card. Multiple phone calls but nothing resolved. Nobody seems to know how to resolve this.
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Review
#1454676 Review #1454676 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Return, Exchange or Cancellation Policy
I ordered a quilt and returned it the day after delivery because it was the wrong color. My credit card was to be refunded but it was not. As others have reported, I received a gift card in the mail instead. I immediately called customer service and was told as soon as...
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1 comment
Anonymous
#1653966

Same thing happened to me - over the course of 4 months I recieved 9 sets of gift cards for a defective couch that they said I could return for a refund. Spent a total of 40 hours on the phone with them trying to get my money back.

I did eventually get a check in the mail but not before filing a complaint with the better business bureau and threatening to sue them. Good luck!

Review
#1441008 Review #1441008 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Return, Exchange or Cancellation Policy

Contact West Elm Customer Service

Mailing Address:
Williams-Sonoma, Inc.
3250 Van Ness Avenue
San Francisco, California 94109
United States
Phone:
(855) 860-3081
All West Elm Contacts

West Elm in Belmont, California - First time customer - Repaired Cracked Marble Cheeseboard

1.2
Details
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
West Elm - First time customer - Repaired Cracked Marble Cheeseboard
I got this as a gift - no time to buy something else - now I have to manage my time to take care of this horrible customer service. I got a repaired BROKEN marble cheeseboard. It was cracked and glued and shipped to a first time customer - horrible!!!
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Review
#1416392 Review #1416392 is a subjective opinion of poster.
Service
West Elm Customer Care
Reason of review
Damaged or defective
Loss
$40
Preferred solution
Full refund