Product: West Elm Sofa Clear all filters (47 of 47 reviews match)
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I found this website while looking for a West Elm address to file a small claims court case, and was inspired to see WE representatives responding to customers. In my case, WE responded with a few e-mail promising a new sofa asap, but the sofa never came and now WE...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hi- I am so sorry to hear of this disappointment in what should have been a happy purchasing experience. A private message has been sent to you regarding your post. Please rev...

2.7
Product
West Elm Sofa
#1096730
West Elm - Terrible Quality.  Terrible customer service.
West Elm - Terrible Quality.  Terrible customer service.
Do not purchase this couch!!! I have only had my Crosby Sectional for two years and the zipper on the cushions has already broken. No one,and I mean NO one, from customer service had been helpful. One store employee had attempted to help me resolve the issue but no one...
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WestElmSocialTeam
WestElmSocialTeam
West Elm Verified Representative

Hello,We are sorry to see the zipper broke on your cushion after 2 years. We would be happy to help you with replacing the casing- send us your order details to support@westel...

2.0
Product
West Elm Sofa
#1088680
I contacted West Elm customer service in June, but at the end, they did nothing to rectified the problem and claimed it was normal wear and tear. Because of this, I'll never shop at West Elm or any companies related to them. I wished I went with Restoration Hardware...
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aimeeng
aimeeng

Ahh....I just received my replacement seat cushions, thanks to Kayla! It's perfect!! I now love my couch again!!

aimeeng
aimeeng

I have been in communications with Kayla at West Elm Social Media Team since I posted this. It looks like the problem will be resolved soon. I'll keep you posted.

3.4
Product
West Elm Sofa
#1074224

West Elm - Cheap quality

#1068807
2.1
Details
Product is very liht weight and cheaply executed. Flimsey. Also the cushions are of poor quality. This is dorm room furniture. Throw after 1 year.
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West Elm Sofa Review

#784648
3.0
Details
Couches just not made to actually sit on. Bought a couch in the fabric on the sea pillows was wearing portly including the seams were shifting to the underside of the cushion. Got a replacement, which was nice, but have the same issue with the second couch. Pretty disappointed in a really cool looking product.
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Resolved

I called West Elm again today and was told that they have not even shipped and they will not ship until after the Fourth of July. We are unlikely to receive our hardware until after July 12, nearly three months after the couch was originally delivered. This has by far...
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Williams-SonomaSocialTeam
Williams-SonomaSocialTeam

Hello,I am very sorry to hear about this experience as well as the delay receiving the appropriate hardware needed. I have also received the information you have sent by email...

1.5
Product
West Elm Sofa
#1068156
Bought a sectional was a piece of *** sold it do not buy elm Street or pottery Barn sorry workmanship.
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Anonymous
Jennifer Cruz

I purchased the Crosby couch. It came with seams unraveling and the cushions were cut so they do not fit properly and leave huge gaps on sides. I tried to send pictures to th...

1.0
Product
West Elm Sofa
#1001752
Ordered a sectional sofa #Dekalb - We waited for 6 weeks, no update, no status. Horrible Customer Service. They promised a $350 gift card, but NEVER sent it. I called several times, trying to understand the issue with our order. The most frustrating part is that the...
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Product
West Elm Sofa
I didn't like
  • Lack of action - not possible to call
  • Handling of customers
  • Customer service response
#943011
Ordered an expensive sectional that was a special order fabric. Told it would take 4-8 weeks. Took 10 weeks and when it was delivered, the chaise part of the couch was a different color than the rest of the couch. Only the chaise was the correct color. Was told it...
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1.3
Product
West Elm Sofa
#935043
Ordered couch and now it doesn't fit! Customer service is HORRIBLE and will it work with me to adjust the order by exchanging pieces of the sectional with a smaller option so that it fits. I even offered to forfeit the difference in the price of the pieces (over $400)...
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Product
West Elm Sofa
#920896
NO CONTACT INITIATED BY WEST ELM WHATSOEVER. I however, have collectively wasted 2 and 1/2 hours on hold with numerous customer service agents that have promised me they are going to resolve the situation. It is unbelievable. No responses to email/voicemails - I...
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1.6
Product
West Elm Sofa
#886962
West Elm might be the only store I hate more than CB2. For starters, NOTHING is in stock. Nothing. You have to pay shipping per item (our shipping costs were close to $1000). They will try and hold your items until all of them are ready (even though you've paid for...
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2.4
Product
West Elm Sofa
#886503