West Elm Reviews 1,472

Order cancelled with no explanation and no email about it. They relied on CALLING me from an unknown number, to verify the order for some unknown reason, which a customer support woman couldn't even tell me.

Purchased a table and when delivered it was completely the wrong package which was returned to warehouse. No one made contact and it took me over a month to get a refund as replacement table wasn’t then available. Call centre is in the US and I had to call 15 times to get the refund back. You feel like you are the one in the wrong for trying to resolve. Awful experience

TERRIBLE QUALITY , our table got pealed by itself , after couple months, customer service rejected to replace it, its crazy!

Terible experience ,they sold outdoor furniture, and this is how it looks after couple months , all top is pealed , ,and cost of this table is close to 800$ . Customer service rejected to replace it

I dont know how West Elm is still in business I spoke to there customer services who must be about the worse. Nobody seems to be able to do anything I HAVE SEND LAMPS BACK WHICH COST ME 25 POUNDS TO SEND BACK PLUS THEY CHARGED ME FOR SENDING THEM OUT TO ME. I could not get anyone that knew what they were doing. The first one I spoke to wanted me to send them to NSW in AUSTRALIA I phoned them and told them that can't be right after that I must have phoned them back several times getting different answer every time. I was exhausted and gave up but send the lamps back when I finally got an address in Corby. We will see what happens next. Watch this space

My experience with customer service at West Elm was the best I have ever had. First of all the in store sales people were very attentive, never rushing us or pressuring us to make a decision. They showed us samples and gave us fabric swatches to take home. The swatches did not look exactly like the product, so make sure you see it on the floor. When we complained, we were offered 2 options for returns and wound up swapping out for a different material.

Got a bug infested rug. They would not pick it up for another 5 days. Had to dispose of it myself

West Elm charged $130 for delivery. They outsourced to Ryder who outsourced to some fly by night local delivery. They dinged up my wall, denied it, made me go through ridiculous hoops for a claim, on hold for hours following up for months. Ultimately, I get a letter from the tiny local delivery company claiming the damage was pre-existing. I wish I checked these reviews before doing business with them.

Terrible customer service and even worse product quality, they suck!!! Don’t buy from them, don’t waste your money

I'd give zero stars if I could. The furniture is poorly made and over priced. I ordered about $15,000 worth of furniture. One piece being a sleeper sofa. I used it once and it broke. It won't fully close or fully open. I've been trying to get one of their repair people to come look at it, or replace or refund since April 1. It is not April 13. I have a guest arriving April 16. They've known this for almost two weeks. They are good at giving excuses and giving a runaround. The repair company is offering April 21. At this point I want a refund, and even that seems impossible. This place sells junk. Do yourself a favor and shop anywhere else but here.

Tried to log into my account, told that the password was wrong (even though saved to my browser) so I reset my password as directed. Nope, password is wrong. Tried numerous times.

Called customer service (Pottery Barn answered) and was told they cannot help. Perhaps if I wait a while. Sorry, I had a $2,500 order in my basket. Sale a customer now lost for good.

What went wrong you ask? Let’s just say everything!!! Product arrived wrong, wanted ME to pay to have it replaced, price went up and wanted me to pay the new price, blamed me for their error, almost 2 years now and I still don’t have the correct piece. Couldn’t return as it was a custom order. Run, don’t walk, away from this vendor. You expect a high quality product and experience from a William Sonoma affiliate, but the only thing high is their price!! If I could have rated West Elm a zero or minus 10, I would.

DO NOT ORDER FROM #WESTELM, #POTTERYBARN OR ANY OF THE #WILLIAMS-SONOMA BRAND FAMILY. I have purchased from pottery barn for many years now. Recently, since I trusted the brand, and I ordered the #Harris 87' pullout sofa. HONESTLY I WOULD RATHER SLEEP ON A HARD WOODEN BOARD! IT IS THE MOST UNCOMFORTABLE, STIFF, DEFECTIVE COUCH I HAVE EVER FOUND, SAT ON, OR TRIED TO USE. The pullout piece is broken and defective, and leaves a one inch gap between the couch and the piece that pulls out. Looks cheap, and utterly stupid. The cushion on the couch is no more that 2 inches thick with hard padding. The return on the couch is softer because there is storage space underneath it. One jumping kid and they will go right through it. A MAJOR SAFETY CONCERN.
I have called customer service 4 times now. I am not allowed to speak to a supervisor, literally told that. I was also told the GM would not approve a replacement or even a return and a credit - THAT I HAVE TO KEEP IT. AFTER ALL OF THIS I WANT IT REMOVED WITH A FULL REFUND! I TRIED TO BE FLEXIBLE, AND THEIR CUSTOMER SERVICE REP SAID THE QUALITY HAS DROPPED UNFORTUNATELY. THE REP IS CORRECT. ONLY THING LEFT FOR ME TO DO IS TAKE THEM TO SMALL CLAIMS COURT. I HAVE TRIED EMAILING CEO LAURA J. ALBER, TO NO AVAIL.

I'M WILLING TO BET THIS WILL GO TO COURT, AND THEY WILL NEED TO RESPOND TO MANY OF US WHO HAVE TRIED TO RETURN SOMETHING DUE TO A SAFETY AND QUALITY ISSUE, AND THEY WILL NEED TO OWN IT.

Worst delivery experience ever! West Elm was unable to fit the sofa we purcahsed into our elevator and advised that we would have to take the whole thing apart. They left the sofa in the loading area of our building, and we were forced to hire a third-party (at significant added cost) who was able to fit it into our elevator by simply removing the legs and cushions. The incompetence and lack of effort by the West Elm delivery team was beyond belief. To make matters worse, they delivered the wrong rug, installed bed frame legs on backwards, and have refused to fully reimburse me for added costs incurred. Shame on you West Elm!

West Elm doesn't stand behind the quality of their furniture. If you don't report an issue within 30 days, they will not help you. No warranty because they'd be paying customers a lot since their quality is so bad.

I've had the wildly expensive bed for less than a year before the drawers stopped staying closed and West Elm told me there's nothing they can do. She told me she didnt know how I was using the drawers, so she couldn't have West Elm fix them. What else would I use them fore except as drawers?

Terrible customer service and quality.

Wonderful service and beautiful furniture . Excellent service by Trish in Tottenham Court Road

West Elm, owned by Williams Sonoma, has hands-down the worst Customer Service I’ve ever experienced. After spending thousands of dollars with the company just this year, they refuse to undo an incorrect shipping charge on an item. Contrast this with Perigold. We needed an exchange and the problem was entirely our fault, but the company instantly arranged an exchange at no charge for us. Do not patronize retailers like West Elm.

I've just finished an email chain with West Elm regarding the Cirrus Pendant. Mine started to develop cracks at the one year mark and within months has big gaping holes. I requested a full refund as it isn't fit for purpose and I'm out of pocket to replace it and get an electrician to install a new one. Trades are very expensive here and I had planned on this fitting lasting for many years to come. After escalating it to upper management (apparently as high as they will take it) I have been offered a partial refund, which I know is more than some of you got. In my opinion this light fitting is poorly made, not fit for purpose and should be withdrawn from sale on their website. Their attitude to genuine customer complaints leaves a lot to be desired. No surprise to see the company rates 1.1* on Trust Pilot with over 1400 reviews - 93% being 1*. I had planned on updating some of my furniture, and had been in store recently, but will now totally avoid them. So disappointing. Can't believe they aren't concerned about their customer satisfaction and reviews.

DO NOT BUY FROM THIS COMPANY. The worst customer service, they are taking the piss, charging so much with no help. I placed an order for the Otto media console and some coat hooks paying for delivery and assembly in my home. Despite paying for this service, I am not informed at any point it will not be assembled in home that instead they have outsourced their delivery to a third party who have built it entirely and so it won’t fit though one part of our hallway. The delivery team were incredibly rude and condescending and refused to assembly it in house like I had paid for. After several emails to west elm’s customer service only to find that’s no longer in use I waited on hold to speak to someone. I was then informed that it could be assembled in home some confusion had taken place and they would be redelivering it shortly and that I should call the delivery company to confirm a new delivery date. They delivery company then tell me that can’t offer that service and to call west elm. I call west elm again to find out that they have made notes that they informed me the opposite that it can’t be delivered and that I had requested a return (which I hadn’t, I had made arrangements for a hoist company to deliver it through our window instead). I tell them I haven’t requested a return they say there’s nothing they can do and they can’t give me a refund until they locate the media console. I am now down almost £3,000 with no knowledge of when I will receive my refund. They are despicable and I suggest to never use their services.

Led to believe that an item was in stock. Did not mention that it was in stock - IN CHINA.
Customer service is no help at canceling order as they claim they have no way to cancel "while in shipment."
It should say "We do not care enough about you to cancel this order NOW. Please wait for the product and then ship back to us."