West Elm

Made to order sectional,ordered in December - arrived in April after almost a month of delay. A month after it arrived I filed a complaint that the fabric was pilling and stretching and it looked worn and tiered, like furniture would, but only after a long period and/or negligent use. Not after a month! A technician came to fix, but only confirmed that " this fabric tends to do that". No one ever mentioned that at the time of purchase, which would have definitely been used to make an educated decision if i wanted to spend $4330 for this cheap fabric and I consider that dishonest and deceitful. Now West Elm doesn't want to return and refund, because it was made to order and because they consider this regular wear and tear. So yes, they will sell you furniture with super low quality fabric, won't tell you anything about that at the time of purchase, and then try to convince you that regular wear and tear does happen a month after you receive your new sectional, that you should shave it, that they can offer a small discount for the inconvenience or covers for the sectional so you could hide the cheap fabric that comes with an expensive price tag. Words can't express how disappointed i am with West Elm!

My experience with West Elm has been nothing short of infuriating. I placed an order for a sofa on November 25,2022, with a promised delivery date of March 4,2023. Delays happen, but this was ridiculous.

When the sofa finally arrived, it had a tear. West Elm agreed to exchange it, but that marked the beginning of a never-ending saga. Months went by with no updates, and every time I called, I was given the runaround.

To add insult to injury, they claimed the sofa I ordered was no longer available, despite it being readily available online. What kind of scam is this?

I've been a loyal West Elm customer, spending over $10,000 in the past three years. Yet, on August 17th, they unceremoniously canceled my replacement order. West Elm's complete lack of accountability and disregard for customer loyalty is astounding.

If you value your time, money, and sanity, steer clear of West Elm. Their customer service is an abomination, and their promises are empty.

Have ordered quite a few pieces from West Elm. Even the stuff listed as "in stock and ready to ship," usually isn't. Had an issue with a damaged piece, and though West Elm was initially really responsive about the replacement, they then went silent for > 2 months, and I kept having to reach out to remind them I was waiting on my replacement. I also ordered a furniture piece back in November. The delivery date changed 4 times with no communication to me from West Elm as of why. Finally was delivered in May. They charge $200+ for their furniture delivery... you would think they could communicate better about any delays. I would not recommend buying furniture from them, though they have been quick to ship other items, like curtains and picture frames.

This company might be fine if there are no issues with your purchase. I bought a bookcase and it had 4 missing pieces and have at absolutely no luck getting replacement pieces or anyone to help or follow up. It appears all their replies are from a bot and not a human. I would avoid this company as furniture is expensive but they don't stand behind their brand.

Waited 13 months for these plate to arrive from West Elm and one of the four plates arrived chipped.
The chip is located on the underneath of the plate and prevents stabilization. In result, it makes a wobbly sounds every time it's touched.

We contacted West Elm and they are offering a 10$ refund for the chip.
Customer service is awful.

When outfitting my new place I liked the look of some dishes West Elm had. I ordered over $500 worth of cups, plates, and bowls. They came in and looked very nice. Within a few weeks the first chip appeared when I barely bumped one bowl against another. Pretty soon more of the bowls are chipping. The mugs are poorly made and rock when set on a flat surface. One bowl suddenly developed a large crack through the whole side and had to be thrown away. Unfortunate that after six months I'll be ordering all new dishes. Too bad, I was looking at a couch from West Elm. I certainly will be buying nothing else whatsoever from them. When I contacted customer service with my complaint, they said I was outside of the 30 day return window, so they will be helping me in no way.

West Elm has everything and it is all quality. The moto "you pay for what you get" is 100% true. Between Pottery Barn, West Elm & Williams & Sonoma & Grandin Road my house gets furnishined. Chic, quality, different and there is ALWAYS something new that you "just have to have". A lot of people would be crying at paying $109.99 for pillow covers but they last. We use our home, we live in it. The rugs we bought from West Elm have brought such pops of color and have held up so well that I do love to tell people where we got them. I don't like to decorate like everyone else, I love color and bright open spaces. It exudes happiness and if you go to West Elm you feel happy. Go to their website you are happy. I have had to return something because it did not fit in but I guarantee I bought something else. Customer service is excellent, I have never had a problem with them. It goes back on my card immediately. Love, love, love WE!

My wife and I ordered $10k worth of furniture and household items. It took 8 months to get most of our purchases. West Elm cancelled a portion of the order without ever telling us, sent wrong furniture and over-charged us for one item. No-one at West Elm could help us. We will not buy from West Elm again.

I had a delivery due for furniture I had ordered months ago. I got the window for the time frame and then received an update that my item was due at 813 am. When it didnt arrive I called back and they told me it was one stop away. Then I got an email that said the delivery was cancelled -they stated the truck was not able to locate the items and they will let me know when they find them. I gave up my morning work and lost money...this company it TERRIBLE

We ordered the tall bed frame online in March 2011 and last week the left side split in half when my fiance sat down. It's now propped up with a short stool and a textbook.

We called Friday and spoke to a customer service rep and she said she would have her manager call us back in 2 hours. Noone called back. In fact, when we called them again they didn't even have a record that we called!

This time my fiance asked for the first AND last name but she refused to provide it. Supposedly they are sending UPS to come pick up the bed next week.

We boxed up the bed frame and called West Elm again so they can arrange for UPS to pick it up. We told them there were 2 boxes and they repeated it to confirm. When UPS arrived they said they were only told we had 1 box. So we had to call them again. They finally picked it up. In the end they refunded the money for the bed for the full amount. Regardless, it was a nightmare.

Ordered Daybed (that included a mattress cover) in March 2023.

Delivery went wrong. Paid for assembly. Daybed was left unassembled and missing the mattress slipcover. Took effort to receive delivery refund and I STILL do not have a slipcover. Paid someone to assemble.

Many calls, many hours wasted talking to many polite customer service representatives and jumping through every hoop they put me through has not resulted in me getting a mattress slipcover.

ONLY resolution has resulted in them placing a "replacement" order for another bed (an entire daybed that I do not need), in order for me to get a slipcover, which is not expected until December 2023, because it is a "custom order".

If it is custom, why can't they custom order a slipcover, only and send it to me?

They have no answers to this question and there is a "used car salesman" approach that the representatives go and "talk" to their supervisors and come back with lame answers, but I am not allowed to have access to the "supervisor"; very suspicious and idiotic that West Elm does not allow or encourage their employees to think for themselves, think outside the box and be problem solvers.

I've been offered the opportunity to cancel the process or receive compensation, but compensation cannot be discussed until after the situation is resolved, which isn't estimated until December, 4 months from now!

There a far too many quality retailers available to consumers. Do NOT patron William-Sonoma Companies! It starts there.

This has been on going from June 2023 through, today, August 8, and it is not over!

My mother bought me the Organic Shaped Dinnerware for my wedding, full service for 12. I ended up sending back the mugs and dinner plates. I returned the items 6 MONTHS ago. I have spoken with customer service 5 times, for up to 45 minutes each time. They had poor records, name misspellings, the wrong address despite having previously shipped to me. I still have not received the merchandise credit for the dinner plates. I did receive a apology merchandise credit for my hassle, but not the actually credit. Unbelievable. I'm working up the energy to call them for the 6th time to try and get my return.

In addition, in the 6 months I've owned the dishes, I have three bowls and a plate chip, crack, or break. (Compared to my sister's Crate and Barrel which has gone 13 years with no chips or breaks). I was very disappointed in the quality.

THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED.

We ordered a smeg toaster mid November from West Elm. At the time I was notified that it is a non-returnable item. The order successfully went through. 3 weeks later I contacted West Elm because there was no item shipped nor a tracking number. I found out that any third party item they do not offer tracking numbers on nor can they offer any update on the order status. I was told it would be received by December 18th and most definitely not to worry about not having it for Christmas. I called back on December 20th, giving it a couple of extra day for holiday delays. I was informed again that they have no way of tracking or gaining information on this item. I was promised it would be here by Christmas or someone would be letting me know otherwise. I was in contact with a supervisor who then emailed me the same information. I responded to his email within 30 minutes of receiving his, as of 12/26 I have yet to have him send me a reply. I contacted again the customer service number and was told again, it would be here by Christmas or I would receive communication otherwise but beyond that they could not give me any information other than it was ordered and not returnable. I then called 12/26 and was told they would be able to "request" the item to be cancelled but have no way of sending me a confirmation of the cancellation request or documentation of our discussion. I was informed they have no way to send emails to customers with updates or any kind, ever. So, this is where I stand, they may or may not cancel my order, they may or may not fill the order. There is no time frame as to when I will have an answer to the status of my order.