Product: West Elm Sofa Clear all filters (58 of 58 reviews match)
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West Elm - PURCHASED COUCH

2.2
Details
PURCHASED AN ITEM IN FEB GOT DELIVERED DAMAGED WAS TOLD IT WOULD BE REPLACED BY THE DELIVERY TEAM. ITEM WAS NEVER REPLACED IT IS NOW JUNE STILL NO ANSWERS. WORST CUSTOMER SERVICE. AFTER NUMEROUS PHONE CALLS TO THE STORE AND CORPORATE STILL DONT HAVE A COMPLETE COUCH NOR ANSWERS AS WHEN THE ITEM WILL BE DELIVERED.
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Review
#1547881 Review #1547881 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Damaged or defective
Loss
$4000
Preferred solution
Deliver product or service ordered

West Elm - Terrible experience trying to return RECALLED item

I have been trying for months to get a replacement for my Peggy sofa. It was recalled years ago due to poor quality issues - the quality issues I am having are a whole other story - the sofa is terrible. I have given them all my information but do not have the reciept from my purchase four years ago (of course) and they wont take it back. I've even offered to bring the physical sofa into a west elm store to prove I own it ! Not only have I spent thousands at west elm, I am also an interior designer and have spent thousands on behalf of my clients. Never going to refer them to west elm again after this TERRIBLE customer service - I have the physical sofa in my possession, what else do they need?!!
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Review
#1531805 Review #1531805 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Poor customer service
Loss
$1700
Preferred solution
Let the company propose a solution
2.2
Details
My wife and I purchased the Henry Sleeper Sofa from West Elm less than a month ago. We spent a considerable amount of money on the couch, only for it to begin sagging less than a week after we got it. Now there are multiple dips in the seat cushions. Furthermore, there...
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2 comments
ScientificFinWhale616
#1699281

Any resolve with west elm. We have same problem with our henry.

Its BS. Please lmk as i am going to start complaint with west elm

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Review
#1493730 Review #1493730 is a subjective opinion of poster.
Product
West Elm Sofa
Do not buy furniture at west elm and do not get their west elm credit card. I know that 10% back in points is really enticing, but you need to reach $250 dollars in accumulated dollars in order for them to give you the bonus. But the real reason why you shouldn't get...
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Review
#1384060 Review #1384060 is a subjective opinion of poster.
Product
West Elm Sofa
1.9
Details
The fabric on the floor sample couch in the store was soft. I ordered the same fabric. Couches delivered today, the fabric feels like brillo. Business with West Elm -- never again.
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1 comment
WestElmSocialTeam
#1519274

Hello,Thank you for your post. I'm sorry to hear you have concerns about your new sofa.

I'd like to hear more about this.At your convenience, please email your order number to:support@westelm.comPlease address your email to my attention. I look forward to hearing from you.Thank you.AlisonWest ElmSocial Media

Review
#1300711 Review #1300711 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Not as described/ advertised
Resolved
2.5
Details

Update by user Jul 22, 2018

It was resolved by other means. Sofa was delivered

Original review posted by user Jul 06, 2018

I bought aBrooklyn 66.5" Sofa, Leather, Sienna a week ago, and scheduled delivery for today. The delivery service came and they brought a chair. When I told them I bought a sofa, they called the warehouse and they...
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1 comment
WestElmSocialTeam
#1519309

Hello, thank you for your post. I can certainly appreciate your frustration and disappointment with us.

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

Review
#1296998 Review #1296998 is a subjective opinion of poster.
Product
West Elm Sofa
Cons
  • No solutions offered
  • Lack of taking responsibility for their mistake
Reason of review
Poor customer service
Loss
$2000
Tags
  • Bad service people
2.4
Details
I ordered my leather Hamilton couch in February and received it in June. Because it was a custom color (navy) I cant return it; however, it is terrible quality, unbelievably uncomfortable, and was a gigantic waste of 2800 plus 300 in shipping! I am disgusted. When you...
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2 comments
WestElmSocialTeam
#1519311

Hello and thank you for your post. I'm sorry to hear you are disappointed with your Hamilton.

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

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Review
#1296083 Review #1296083 is a subjective opinion of poster.
Product
West Elm Sofa
Cons
  • Terrible sofa quality
Reason of review
Bad quality
Loss
$3100
Preferred solution
Full refund
2.3
Details
We too have experienced severe pilling on our brand new West Elm sectional. The problem started about 10 days after it was delivered and has spread and grown worse with each week/month. West Elm has been terrible with their customer response: first claiming that it is...
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6 comments
Anonymous
#1647459

Same problem here with Henry Sofa 76" 4 months in and we cant even sit on it because my wife is so allergic to the fabric now that it is falling apart. They won't refund us because it was a floor model originally. Sucks.

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Review
#1263213 Review #1263213 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Bad quality
Loss
$3000
Preferred solution
Let the company propose a solution
Tags
  • Quality
  • Sofa
1.8
Details
West Elm - Enzo seccional
West Elm - Enzo seccional
West Elm - Enzo seccional
West Elm - Enzo seccional
West Elm - Enzo seccional
Terrible design , material , cheap furniture with expensive tag price ! I call west elm to process a return as soon as the pieces were assembled. I will never buy anything at West elm again ! Still waiting for the refund to my WE credit card , had to call 2 times...
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1 comment
Anonymous
#1550705

It's a cheap quality material for the price ($5K) - Enzo Sectional. Customer Service is awful.

Never have a resolution. If everything works fine until you hold the sofa, then... but that's not reality. If there are issues, and you would have to work with their service for a repair/replacement/refund, you will see 5 big starts on the sky in the daytime :-).

The design looks nice but not the quality. Doesn't mean you would buy and pay for the smart looking.

Review
#1196428 Review #1196428 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Bad quality

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
Our couch is completely destroyed and they are refusing to refund our purchase despite showing a West Elm credit card purchase of the item. We have been to the physical store in our state multiple times and they cannot find proof of our purchase despite us providing...
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1 comment
WestElmSocialTeam
#1429849

Hello,

I am sorry to hear of any difficulties you have had with your return. I sent you a private message with instructions on how to reach me to help get this straightened out.

Thanks,

William

West Elm Social Media Team

Review
#1183288 Review #1183288 is a subjective opinion of poster.
Product
West Elm Sofa
Reason of review
Bad quality
Loss
$1200
Preferred solution
Full refund