Product: West Elm Shipping Service Clear all filters (54 of 54 reviews match)
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West Elm - Horrible. Do Not Buy From This Store!

1.0
Details
I'm going to make it my mission to destroy this company on every possible platform. I waited a month for a media console and they never sent it. Never even processed the order. Called customer service, warehouse worker who answered obviously hates his life. Didn't have a record of it. Told me to call 'West Elm'. Called back and talked to another person who said the item would be delivered the next day. Never came. Called back and couldn't get anyone on the phone. Emailed, never got a response. What a joke. Their stuff is overpriced garbage anyways. I'm glad I didn't get the console, rather spend my money elsewhere.
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Review
#1554415 Review #1554415 is a subjective opinion of poster.
Service
West Elm Shipping Service
Cons
  • Delays with delivery
  • Waiting for delivery
  • Lack of action to fix the problem
Reason of review
Many of the above.
Preferred solution
Let the company propose a solution
Tags
  • Bad Processes
  • Poor Management
1.0
Details
Never ever buying anything from West Elm again. Lesson learned. I would suggest online furniture buyers beware. I found out that this experience is the norm and not the exception after looking up reviews. Wish I had done that before ordering and took my business...
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Review
#1367400 Review #1367400 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Problem with delivery
Loss
$1600
Preferred solution
Full refund
Received terrace coffee table on 6/22 damaged. Called to initiate replacement and UPS pick up of damaged table. After waiting 50 mins before speaking to anyone , agent informs me that I would receive replacement table on Thurs 6/29. Evening of 6/29 have not received...
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1 comment
WestElmSocialTeam
#1519279

Thank you for your post. I'm sorry for this frustration and disappointment.

I've sent you a private message with my contact information. I look forward to hearing from you.Sincerely,AlisonWest ElmSocial Media

Review
#1299348 Review #1299348 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Order processing issue
Loss
$356
Preferred solution
Full refund
I ordered an outdoor dining table and benches On sale on month ago. They sent an email and text to confirm delivery, on a day that was not convenient, so had to just about pay someone to be there, plus fed ex keys. after all of this i get a call less than 24hrs before...
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1 comment
WestElmSocialTeam
#1482335

Hello - I'm so very sorry for this delivery experience and thank you for bringing it to my attention. Please send your order information to me at support@westelm.com so I can confirm where the table and benches are. - Katie

Review
#1257290 Review #1257290 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Order processing issue
1.3
Details
You canceled my order and reinstated it then promised to refund me the original coupon code amount along with shipping for my troubles.I never received the refund until I called multiple times, then you only refunded me for the original coupon code amount (maybe?) and...
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Review
#1203340 Review #1203340 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
And, that there was nothing that could be done. OK, but its a West Elm employee. So, now I am getting 5 chairs when I wanted 3. I have spent hours on the phone and each time get a different answer and still no cancellation a week out. This has, by far, been my worst...
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Review
#1162305 Review #1162305 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Order processing issue

West Elm Product Delays (with no customer service)

2.7
Details
Ordered a couch on Sept 11th, original delivery window was Oct. 26th to Nov. 9th - it was later amended (without letting me know) to Nov. 10th - 24th. It is now Dec 8th and still NO ONE can tell me when to expect my couch. I have been on the phone with Customer service getting bounced from one person to the next 2-3 times a week since Nov. 13th. Took customer service THREE attempts to contact the vendor with the right question to get any sort of status update - each time told they would call be back when a response was received, guess what never happened. Now I was told that the couch was suppose to ship from the vendor to the warehouse on Dec. 8th...cannot get confirmation of the shipment occuring or any sense of when I will have a couch. AND to top it off the customer service person told me IF it did ship on Dec. 8th it would likely be 3 weeks before it got to the warehouse....that means no couch for Thanksgiving, Christmas, and New Years....when I should have had one for all three...ABSOLUTELY ridiculous that there is not one person at West Elm with line of sight into the process of where a couch is in production - especially when it is delayed. IF I never called I would just be waiting on a couch with no communication about when it would be arriving if ever. Never again, never ever, again.
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Review
#1145123 Review #1145123 is a subjective opinion of poster.
Service
West Elm Shipping Service
Pros
  • Return of damaged products and receipt of replacements was easy
  • Style and design
Cons
  • Delivery delays and customer service is useless
  • Late delivery
  • Lack of ownership of issue
Reason of review
Customer Service, Order Processing, and Lack of Delivery
Loss
$600
Preferred solution
Let the company propose a solution
Resolved
1.5
Details

Update by user Mar 01, 2018

After reaching out to the person who responded here and also on West Elm's Facebook page, they agreed to refund me the shipping cost. It did take another month of checking my bank account, talking to three reps, and the credit mysteriously disappearing in their system...

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1 comment
WestElmSocialTeam
#1399376

My name is Katie from the West Elm Social Media Team and I am so sorry for the disappointment the chandelier has caused. I would like to learn more about this experience and if you send your order information to support@westelm.com I'll be in touch with more information soon.

Sincerely,

Katie

West Elm Social Media Team Lead

Review
#1138448 Review #1138448 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Poor customer service
Loss
$40
Preferred solution
Full refund
1.0
Details
I ordered a chair from West Elm on October 31. It still has not arrived. Whenever I've called to inquire, the company is always having "higher than expected call volumes" and all that happens is that my cell minutes are completely wasted. West Elm does not respond to...
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1 comment
WestElmSocialTeam
#1396709

My apologies for the long wait you have experienced. I would love to check on your West Elm order and provide an update on the chair.

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

Best regards,

Jamie

West Elm Social Media Team

Review
#1135845 Review #1135845 is a subjective opinion of poster.
Service
West Elm Shipping Service
Reason of review
Order processing issue
Loss
$300
Preferred solution
Full refund

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
1.0
Details
My wife ordered a chair in August and was told it would not be available in October. After multiple calls, we learned today (mid-November) that the order was cancelled. There was no call, no apology, no offer to re-enter the order. All we got from customer service (who...
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1 comment
WestElmSocialTeam
#1392904

Hello, Please accept my apologies for your recent experience with West Elm. I have sent you a private message with my direct contact information. Thank you, West Elm Social Media Team

Review
#1130669 Review #1130669 is a subjective opinion of poster.
Service
West Elm Shipping Service
Cons
  • Unexplained delays
Reason of review
Poor customer service
Loss
$300
Preferred solution
Let the company propose a solution