- Browse Businesses
- Guides
- Consumer Tips
- Write a Review
- For Business
- Request a Review
- Backed by the National Science Foundation
- Sign up
- Log in
West Elm has a rating of 3.49 stars from 53 reviews, indicating that most customers are generally satisfied with their purchases. West Elm ranks 152nd among Furniture sites.
This company does not typically respond to reviews
Very dependable quality, good shipping. Solid Value. Bought the Kanto Dinnerware Set. Very stylish, mod, good quality
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
I thought West Elm was supposed to be a higher-end professional company but clearly I'm wrong. I notice so many negative reviews but I ignored them because I didn't buy furniture. I only bought household decor and bedding so I didn't think I would run into any problems but unfortunately I did. I gave 2-stars because the company has really unique products that you can't find anywhere else, but the quality is hit or miss and at $200-300 bedding, West Elm has disappointed me with their quality.
First of all, for the prices they charge, I'm shocked shipping isn't free. They tried to charge me $18 to ship me 4 hand towels that weigh almost nothing. There's no reason for this. Return shipping ins't free either. Ok fine, I tolerated that due to the nice products.
Second of all, for the prices they charge, not everything is "high quality". I made the mistake to believe that just because a company charges more, their stuff is better quality. This is wrong. A lot (not all) of West Elm's products are manufactured the same as generic stuff sold on Amazon by other third-party brands. I already fell for multiple websites scamming me into thinking a higher price means better product; don't make the mistake I did. Have reasonable expectations because not everything from West Elm is worth the price. For the items that are unique such as their bedding, the quality is superior hit o miss. I purchased their "Tencel Cotton Matelasse Duvet" a year ago in a set that cost over $250. I only washed it ONCE yesterday following the warm water wash and medium heat dry. The material looks terrible now; it's not as soft, the texture is bumpy, and it faded badly! See the pictures I attached. I was so upset!
Thirdly, something is wrong with their customer service, fulfillment centers and warehouses. They backorder literally every single item I buy without even notifying me ahead of time. When the items finally shipped out, they sent me the wrong items. I received the wrong cushion from them TWICE and I had to go to a UPS location to return the wrong product, TWICE.
Fourthly, I then made a order of 6 items and was so excited but I had to cancel the entire order because almost everything was backordered for half a year with no notification. I had to email and call them up to get them to cancel and even then, they just cancelled and didn't even tell me. They put things up without notifying customers of backorders until the order goes through.
I love West Elm's products but their customer service has gone downhill and they are always lying about products being in stock. If they can't even get my small order correct, I highly doubt they can get furniture orders right and based on so many negative reviews, West Elm is incapable of fulfilling large orders. They exhibit signs of a company that's slowly failing and likely going to close. I suggest everyone to cancel your furniture orders by disputing it with your bank or credit card company. As for bedding, I would suggest to use gentle cycles and avoid washing their blankets and covers so often; I tried to contact customer service to perhaps replace the duvet cover that got ruined but West Elm disabled email contact off their website and the live chat says "an agent will be with you shortly" but it never happens.
Note: The photo I added shows the duvet cover washed/dried per instructions against the pillow cover I didn't wash yet. It faded so badly and looks years old compared to the unwashed.
Honestly, I don't mind the higher price of West Elm so as long as the product looks and feels like it's worth the price. I'm just disappointed on how their website is set up. I've opened tabs on my browser for 10+ items I wanted and none of them are available for either shipping or pickup in my city. Sure, I can drive 3+ hours to another state and pickup the item, but that's not practical nor worth it. Or, an item is available for shipping while everything else requires a pickup at multiple store locations. It happened to every single item I wanted. They never stock their online warehouse and their store in a sense where it's convenient for customers. I gave up shopping for anything on their site and directed myself to Crate and Barrel instead. The price point is about the same but they stock the items on their website and local store.
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.
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.
Tracking indicated a 12/5 delivery date for the item ordered. Did not receive the item and a few days later tracking indicated the item was back ordered. I attempted 2 phone calls, hanging up after a 20 minute wait. Two emails received no response. I then emailed their parent company and finally received a response (no longer in stock), and a refund. Ordering online from West Elm is not worth the trouble.
Look closely at what you are buying tou can see that the price and quality do not match. If you don't intend on using your furniture much or you really love the look of something and don't care that it will fall apart sooner rather than later then by all means go ahead and buy.
Beautiful products and store layout and appearance. Staff is discriminatingly selective with the help which is to be expected from such an upscale establishment with such lavish furnishings from the exotic East side of Brooklyn, China. Price per piece is fair when you carry a Visa Black card with translucent gold shimmering infinity credit limit.
I am frustrated that there is an automatic 10% up-charge for shipping and then a frequent surcharge beyond for furniture items. An item that was just within my budget is suddenly out of my budget. I have not been disappointed with their quality though, as others have.
I was a bit disappointed with the way their website works. I placed an item in my cart and continued shopping, in the end I had about 10 items and was ready for checkout. I entered my mailing address and then in the next page they told me that the item was sold out! It was a sham that went with the duvet I was also buying... needless to say I'm not looking to buy just the duvet without the matching shams. So I contacted their customer service and the lady who was quite nice gave me the numbers of a couple of stores where they might have the shams and who could ship them to me. I called 3 different stores before giving up... what's up with their records? I was so upset I bought nothing in the end. I do love West Elm but my first online shopping experience with them was not so great :(
Gain trust and grow your business with customer reviews.
west elm offers modern furniture and home decor featuring inspiring designs and colors. Create a stylish space with home accessories from west elm.
