Westelm Reviews 

I bought a sofa with removable covers circa £2500 cost, unfortunately had a mishap and stained the covers………tried to organise a new set of seat covers , the customer services is only in USA and could not have been more unhelpful and soul destroying in their lack of empathy and product knowledge…..clueless comes to mind! I then Tried emailing the customer service team but the email bounced back minutes later with email no longer an available communication for WEST ELM in the UK. 🙏🏻 I Called the store in London to try to deal with somebody there as no other alternative. I Was told they do not offer any replacement covers despite this sofa and colour still being in their existing current range. I asked if they could help sell me another sofa, this was the only thing available to me from this very unhelpful company irrespective of it being a high ticket item and a very realistic request (stained covers) that must happen over and over again. Disgusted by this lack of Customer Care and would alarm anybody that ever remarks on my sofa to never buy from West Elm.

Terrible customer service with no reply to email, unable to get through on phone and chat function does not work.

The shelf we ordered does not fit flush to the wall. Submitted photos etc

I would not buy from this company again - poor product and poor customer resolution and charge of £12.00 to deliver a small shelf as it wasn’t available for pick up!

Order number 2964487

We like WestElm products in general and bought lots of their stuff before from John Lewis (which has great customer service)
This time, i found some products (£1400 worth) and decided to buy it directly from West Elm... well the experience could not be worse... started with ordering on their website (clunky website), then I was charged £107 for the 'special delivery' ... I contacted their customer service and said I do not want to pay £107GBPs for shipping and I can organise my own delivery if needed. They said West ELm does the delivery and they specially prepare the packages to ensure no damage and bring them to the house with their experienced delivery people.
Well well well

I just received my boxes from West Elm … The guys who showed up at the door were not from West Elm and they were only willing to do curb-side delivery. Based on previous West Elm customer service email and additional £107+ delivery charge, I have to say I was expecting something ‘more’….
I had to drag the boxes inside the house; they were not willing to bring the heavy, big sofa chair to the living room nor take any of the boxes back. In otherwords, I could get this delivery for £20 from anyone.
I have to say I am disappointed with their misleading approach & poor customer service. Specially for a company who sells ‘more premium’ products, I would have expected the customer service to go with it.
I have ordered West Elm products from John Lewis before with excellent customer service - something West ELm can thrive to get to if they want to stay in business since I will never order WestElm products again… they just lost a loyal customer... I contacted their customer service again.. the email customer service stopped working (from the time I ordered until I receive the goods). So I had to an online chat and I was told there is nothing they can do and they were totally indifferent to this..
not sure if this company values their customers or cares... so don't buy their stuff..

I placed an online order for three items, paid £12 for delivery, one item has been delivered okay, the rest of the order has been cancelled due of being out of stock. The email I received clearly stated that if I find a similar item they will ship it immediately. When I told them I’d be happy with a similar item they told me no can do and I should place a new order.
Train your staff of how to speak to customers and be more customer service focused.
Zero common sense and zero customer service.
I doubt I’d ever order anything from them again.
Reviews speak for themselves, 87% 1star rating.

I spent about £1k on furniture at Christmas 2023 which I was told would be received on 1 April 2024. It turned out to be an April Fool. Every couple of days I receive an email (I've received 11 so far) telling me the item is out of stock and that it will be in stock on the day that the email was sent. It makes no sense.

Customer services were a disgrace and basically told me:

"The information provided in all previous correspondence is all of the information that we have on this matter. We appreciate your patience while your order is in process.
Thank you again, and please feel free to contact us with any other questions."

So I still have no idea if or when the order will arrive despite paying a jaw dropping delivery fee. Not even the courtesy of a broad idea of when my goods might be expected. What on earth? I don't believe that a retailer such as Williams Sonoma has absolutely no visibility of its supply chain.

No apology either. And no offer of compensation for holding my money for four months.

It's a sham - and possibly a scam?

Please avoid this company to avoid serious disappointment and being left out of pocket.

Update - after asking for my order details Westelm updated their response below and still can't give me the basic courtesy of telling me when, even in broad terms, they will honour my order or provide me with so.e compensation for the significant delay. What an awful company. Shame on them.

I have just purchased a light that was in stock and paid £90 for delivery, so I assumed this would be with me very soon. The courier has just contacted me to say it won’t be delivered for 2 weeks! I called customer services who (after trying to fob me off) told me that this is how long it takes. No where on the website does it say delivery is 2 weeks and I have never come across such expensive shipping costs.
Customer service were extremely rude and unhelpful. Wish I’d looked at trust pilot before ordering

I ordered a coffee table online and they charged me £99 for delivery with Wincanton. I booked the date of delivery and then the driver arrived with a 32ft lorry and said that couldn’t find a parking so they just left! Then West Elm said they do not refund shipping and the delivery company Wincanton said that they don’t do refunds either and I need to wait until they reschedule the delivery, which they don’t know how long it will take! It is absolutely ridiculous for I paid £99 for the delivery and they didn’t even check with me whether their 32ft lorry would fit my driveway!! A joke! Worst delivery company ever and ridiculous customer service from West Elm. I truly regret my purchase.

Bought a bath mat that nearly ruined my washing machine. The quality is shockingly bad! How did it passed QC is anyone’s guess. Rang up the store at Tottenham Court Road to let them know of the issue, was promised a call back which didn’t happened.

Good quality products, but no other redeeming qualities. The prices of the item are not reasonable given that they are largely sourced from China, and they even add markup to the shipping costs (£12 for standard shipping on small items - come on now).

They have also recently significantly uplifted the prices of some items, far in excess of inflation. As an example, one item that I purchased for £36 two years ago is now listed as £50. What is even worse, the item is marked as "discounted" down from £63, which is simply not true and deceitful.

The actual product quality I have no problems with, the items I've bought have been well-made given that they are mass-produced in China, but the markup Westelm adds to both products and shipping costs simply leaves a bad taste in my mouth. As a result I now use them rarely compared to other online sites, generally only if I need to buy another item to match something I already have - they would not be my first choice when looking for new items.

Unprofessional service that takes your money and send you around in circles trying to get a refund when your order doesn’t arrive. My expensive item never arrived and I have been a month so far trying to get a refund. Each time I call UK customer service or email them I’m told they need to raise a ticket with UPSs to get the delivery info so I can’t get a refund until that happens. If I tell them I have this in writing that they were getting this and that would take 3-5 business days, they say they can’t see that on the system and so they raise another ticket!!!

Had to return some disappointing cushion covers. Had to pay for a signed for service (no free returns) which was sent to a strange address provided by their customer service team. No refund after 2 weeks, told to wait at least 3. Three weeks have passed and the parcel has seemingly gone missing and so no refund. I posted 7 other items via Royal Mail that day that all made it to their destinations. Will never purchase from West Elm again. Money down the drain.

A ridiculously bad service.

After an item did not go up my stairs I instantly requested a refund. Over two weeks later, I had an email from an unrecognised email address telling me I had to give my card details over the phone. They refused to give any form of identification that they were who they said they were, and unlike any other internet business, were not able to process a refund without me very unsafely giving my card details to an unidentified individual over the phone. Avoid.

Wish I could give less than 1 star. The MOST shocking customer service. I'm not fussy but I ordered 2 x poles and they didn't match. They ordered me to send one back. How do I know that the next will match the one I take down? Which one was the right one??? Many phonecalls, emails etc later... no help at all. Ridiculous. Pay the earth, receive nothing at all

Qadeer has been very helpful since we came in the shop he helped some find the right matching carpet cushions and other items for our home. We would not have made the right choices without his experts. He’s very patient, has lots of ideas. We will be coming to shop more for our home. We grateful for the service that he has given us and his time.

I’ve ordered several items from West Elm over the years including 2 rugs, a side table and chest of drawers, a leather lounge chair and a shelving unit. All of the items were good quality and delivered on time and I have never had cause for complaint but I do think most of their stuff is overpriced….I’ve bought the sale items 😉

the online customer service is utterly appalling. i received damaged goods and one month on have not successfully had the item collected or refunded. I have written at least 6 times to west elm, usually receiving no response. even when i do receive a response, nothing is resolved.

Online customer service is terrible. I feel like I'm communicating with a robot.

Poor quality doormat and poor quality customer service thereafter to arrange a return, and no apology for either issue. It's bizarre to treat customers like this.

Excellent customer service received in Tottenham Court road store, in particular from the store manager Johan. Ordered a sofa that was delivered the following week. Johan gave me his card so that I could contact him if required. The sofa was damaged on arrival and he offered for it to be replaced however in the end, I opted for a discount. I would suggest going to this store for a good customer experience.

Their website is full of bugs and their so called "free and collect" never works. It always says the address is invalid, even when just trying 'London'.
Their delivery fees are ridiculously high. £19 is the minimum, even if you just buy something small and light like placemats.
Finally their customer support is extremely rude and unhelpful. Looking at the replies here, maybe invest more in training your team to be helpful rather than just writing generic replies to customers?
Avoid buying online and if you visit their store only buy items you can take with you home without needing delivery or warranty.

We have just waited in for 4 hours and changed our weekend plans based on the West Elm delivery time for a desk, wardrobe and coat rack. None of our delivery arrived despite a call from the driver this morning to say could we help with the 4 person delivery. The 4 person delivery had not been booked on our rescheduled date (advised by customer service rescheduling this was fine and not to call to reschedule). I was expecting the other lighter items on the delivery to arrive today still when I received the call to say only 2 man delivery available, even if they couldn't link up with another 2 man crew.
They had sent an email to ask me to contact them after sending a text to say the delivery was on it's way. I didn't see the email for 2 hours as we were sat waiting for the delivery! They said they tried to call once (the driver had managed to get through, and their text and the email once I checked my emails).
Spent over half an hour on the phone to Wincanton and then West Elm to try and sort and have ended up cancelling the order as they wouldn't separately send the small items and the next delivery date is not for 3 weeks. Would expect a much better service for the amount of money being spent on the items and will take our custom elsewhere. They need to ensure 4 man delivery is correctly booked for large items so as not to waste half of any other customers' Saturdays. So disappointed.