Industry West

We just ordered several items from this company and had a great experience. They sent swatches for free ahead of the purchase and everything we ended up ordering was above our expectation. Not the cheapest furniture but worth it imho as the details were better than expected!

I am an interior designer. I ordered chairs for a design client. My client was notified by a rep they would need further verification, which we provided them with. After 3 days of emailing Industry West daily to check to status and no response we canceled the order. I have never received such poor customer service in my entire life.

I ordered a small shelf from Industry West four months ago and I'm still waiting. I was told before I made the purchase that preorders ship first. This was untrue. After 3 months the product finally showed as in stock, but that was a month ago and still no product. The customer service is very poor especially from the so called support manager. I learned after purchasing the same shelf from the same manufacturer is available from a local retailer who assured me he could deliver within two weeks. This is what I get for not shopping locally. BEWARE! The only thing that moves fast at Industry West is the hit on your AMEX.

If you decide to order anything from them, be very, very careful to check your total in your cart before purchasing. I've found that the prices of more than half the items I put in my cart were 50% higher than the price on the item page. It's been doing that to me for months. I tried to contact their (useless) customer service, but no one even bothers to reply--way to keep people happy, Industry West! They also do not allow reviews or customer posts on their Facebook page (no surprise there--who would have anything good to say?). I wouldn't give them a dime if I were you.

What Industry West sells as "Solid Walnut Wood" is a cheaply laminated MDF / particleboard. The Arne Console has only wood drawer fronts & legs, the rest of this "solid wood" console is no better quality than a $200 piece from IKEA.
On contacting Industry West I got two emails back insisting it was 100% Solid Walnut Wood. On asking and receiving product msds and product makeup, Industry West admitted it was MDF.
Fraud of this sort is inexcusable. Furthermore, they will not honor their return policy and seem to enjoy sending me offers of 20% off coupons instead of addressing their misinformation.

The coffee table I bought from Industry West was made in China. The same exact table is sold in Australia, Singapore, and New Zealand for a fraction of the cost that Industry West sells it for. I found it on a New Zealand site called Kogan.com for $509 New Zealand Dollars, which is about $300 USD. Industry West gets their furniture from a China-based furniture maker called "United Strangers." Industry West just re-brands it and uses marketing gimmicks to make you think you're getting hipster, high-end furniture. They charged $150 for delivery. For that cost, it should be white glove delivery, but my table arrived tied to a ginormous pallet that is dumped curb-side. The delivery guy informed me that he is instructed to leave it curb side. When I told him delivery cost $150, his response was "damn!" Even he knew the service he was required to provide was crap. You expect that kind of delivery from Wayfair or Overstock, but at least Wayfair and Overstock provide free shipping. I will never buy from Industry West again.

DO NOT ORDER FROM THIS WEBSITE! Total scam. They do not support returns or exchanges and will have you pay $400+ to return any items that do not work. Save yourself time and money and shop elsewhere where they support people who buy their products.

All I can say is very cheaply made products for a very high end price. I purchased both a sofa and a chair after emailing the company asking a few questions regarding comfort level and quality. My answers were not honest answers. The set I purchased was given a comfort level of a 7.5 by the company's representative. When it was delivered I rated it a 3.5 at best. The most uncomfortable non livable sofa I've ever sat in. The disappointment was huge. I spent so much money and took a gamble based on the company's professionalism. I would never recommend this company and will never ship here again. While the set aesthetically looks nice, that's about all it has going for it. My sofa slants downward even. It's not well made at all. More of an industrial sofa, not anything you'd want in your home. You live and you learn. If I can prevent just one person not to buy from this company based upon my review, I did my job. Shame on them for selling incredibly expensive pieces of furniture that don't have the comfort or quality to back it up.

Ordered Lyft chairs for our showroom. Needless to say the quality of the chair looked cheap in real life than on your site. The fabric was messy and had gotten everywhere during assembling (fell off in ball like). Oh ya beware chair does not come assembled either (not mentioned in chair description) Once chair was assembled fabric was so itchy and too uncomfortable to sit in. I contacted INDUSTRY WEST immediately took them a few days to respond (used the chat on their site). Finally responding back to me I was told there would be a restocking fee and we are liable to ship them back. I had asked if there was a way to ship it back with a shipping label they would provide and deduct it from our amount They said no, they cant do that.
So Went to UPS to ship them back to find out return shipping would cost $400. So I reached out to INDUSTRY WEST AGAIN as to hopes they would make it fees-able to get items back to them but was given the same response as the first time on their return policy.
As a misrepresentation on their site they should be covering all the cost. Though they waived the restocking fee they still are sticking it to us to return items back to them ($400s/h).

The customer service from start to finish was slow (specialist on their chat took a day or sometimes days to respond). The trade discount was not reflecting (took 2 days to get the resolved)and was given a code which came off as a shipping credit. Then I was told I didnt pay for shipping from a support member in which was suppose to be in a form of a trade discount and wasnt. I will not refer your company or buy from your site