West Elm
Reviews and Complaints

Ordered a sofa on September 22, 2022, and was advised delivery would occur by the end of October. Later advised delivery would occur before Thanksgiving in November. Subsequently advised delivery is now between January 15 and February 1. No indication if this date will change again.

On a call to customer service was advised that despite having an order number, there is no way to determine the reason for the delays, other than West Elm uses 3rd party manufacturers in the Eastern US and that current issues in the supply chain may also be a factor. (In other words, no information.) Agent could provide no other information or reason.

Order tracking on the West Elm website offers a liner line showing progressive 6 steps to delivery. This order has remained on step 2 "In transit from distribution center" for 2 1/2 months. There appears the West Elm system does not have the capability to use an order number to determine the status of a particular order.

The sofa was ordered for a public home tour occurring on February 17. This leaves insufficient time to source an alternative.

Called West Elm customer service January 7 4:00 EST to see if any compensation could be provided for a situation with a sectional in which there were many delays and mistakes on the part of West Elm. Customer rep explained that the situation will have to be escalated to the Sr Lead in escalation. I have to say that I have never dealt with someone as abrasive and inflammatory as this individual. Suffice it to say that no compensation was provided but it was more about the way she handled the situation and how nasty she was. She accused me of cursing which I did not. She said that I was already over compensated for a previous issue which is unrelated to this one and had the absolutely worst attitude. It is unbelievable that this person is in customer service. Almost laughable.

I was about to make a $5000 purchase at West Elm but after that experience the deal is off. She didn't seem to care

We ordered a bed and kitchen island from West Elm in October 2022. Both were scheduled to be delivered in November 2022. They cancelled the bed delivery the same day of scheduled delivery, November 10th because they had lost a part to the bed. In mid November they postponed the island delivery until February, so we cancelled the island order.

When we rescheduled the bed delivery for December they promised they had the bed parts at the warehouse and the bed was ready to be shipped. We scheduled the delivery for December 23rd, but they cancelled this on December 22nd. We haven't heard back from them.

Given the multiple frustrations and last minute cancellations, today we decided to cancel the bed order. Unfortunately we were told we would not be refunded our shipping fee of $259. We spoke with multiple West Elm representatives on the phone and were unfortunately told they would not refund that money if we cancelled our order.

I ordered 2 chairs as a house warming gift for daughter on Sept. 5. It said they were in stock and had a scheduled delivery date of no later than October 6. After they did not arrive I looked at tracking for the order and it showed that they had shipped and a delivery appointment had been scheduled. Since we had not been contacted for any delivery appointment I contacted West Elm on Oct. 24 and talked to a Trevor and he told me that they were in the San Fransisco warehouse, packages and ready to be shipped in the next day or two. Still hasn't received by November 13 so I called back and talked to a Michelle. She did (what seems to be there standard procedure/script) and asked to put me on hold while she checked further, then came back and asked me if I would hold longer while she talked to her boss to see if they could get more info, then came back and told me that she was going to call back so I wouldn't have to remain in hold. Ever received a call back, called on Nov. 15 and a Jabari gave me the same story, called back on 12/7 and Kimberly told me that the chairs shipped via Ryder out of LA in mid No ember. I called Ryder and they told me that they had that number in their system but a pick up from West Elm had not been issued yet. So I called back and ended up talking to a "[protected]@ named Carol Rushton who said she would put in a request for information to Oakland where the chairs are. She said it would take 5 -5 days to get a reply. I tried calling her only to not have her take my call and tell the customer service rep to tell me she was on the other line and would call back when off. She didn't call back so I called her back and the rep said she told her that is was unavailable and would call me back... seems to be a trend. I just want the chair and to quit getting lied to.

I purchased I custom sofa from west elm in June 2021. when it arrived the cushions were not cut correctly and kept falling off. I took pic and reported it to customer service, they apologized and said they need to try to fix before they would refund. I continuedly got updates calls saying they are waiting for the sku on the cushions and would inform me when they ship. I checked in through out year for updates. Finally ship a chaise cushion and it was the wrong color. November 2022 I received an email saying they no longer made my fabric. would I be willing to keep my sofa as is.

I said no I want a refund. After multiple calls and frustrating conversation due to repeating my situation to 6 different people I was told the supervisor has signed off on refund and I would receive a check in 7-10 days. thank goodness! right?

3 weeks later no check, cant get a supervisor on the phone with out having to explain my situation to 3-4 additional people. Apparently the supervisor don't take calls from customers which I will say I will never purchase from the again. The worst company

We ordered a couch over a year ago that never arrived after nine months of waiting. We then cancelled that order to purchase one that was supposed to arrive within about 5 weeks - that was over 4 months ago. We were charged for the couch 3 months ago because it was in delivery, but again didn't arrive and is stuck in some transit center. On top of that, the ottoman that we also ordered was accidentally delivered to someone else, and we received a couch covered we never ordered. I had to drive to the store to return it. We did then receive the ottoman, but it has been sitting in our hallway for months because we are waiting for the couch. I have spent too much time in communication with West Elm customer service and have not received any new or useful information. I cannot recommend this store.

I ordered a chair & ottoman on Aug 19th. The purchase was $1367.33 on my American Express. The ottoman was delivered with about 10 days. It had a mismatched leg so it didn’t sit level. Then the chair was delivered on September 3rd. It was damaged and I tried to replace them but they were reported to be back ordered until February 2023 so I requested a return & refund. Order #[protected]- Lucia Chair, Performance Velvet, Dijon, Dark Bronze. They picked them both up on Sept 26th. I received a partial refund of $447.12 on 10/2 for the ottoman but the 920.21 for the chair was not refunded so I called to inquire about the rest of the refund. On 10/18 I received a merchandise card for $920.21. I called them again. After 40 minutes of research he saw in the notes that it was supposed to be refunded back to my card. He took the merchandise card info to cancel it and assured me it was fixed this time. On 11/2 still no refund so I called again and Asked for a manager and got a Lead. After another 40 minutes he assured me I’d get my refund within a week. Here I am again a week later still no refund and on hold for 32 minutes and counting waiting for a manager. This is beyond ridiculous to be waiting almost to months for a $920.21 refund while they have all of the items that were returned. Honestly, WTH!

I ordered a sofa 2 months ago, I get a call that it will be delivered Saturday Oct 22. We sell our sofa and arrange our schedule to accommodate this. 2 hours before delivery they call and say sorry we will have to re-schedule because we over packed the truck. Now they say delivery time is over a week away. Spent over 1hr on the phone and the supervisor didn't even want to get on the phone to speak with me. They use a 3rd part delivery agent Ryder and their customer service is even worse. You can't even get a live person on the phone. It sucks, they suck and nobody cares. I have a house with no furniture and nobody can give me a delivery dat for sure. It's bubby's 97th birthday party in 2 days and there is no place to sit. They suck.

On 09/23/22, I placed an order for over $4000.00. I used Affirm after checkout. On 09/24, I tried to change the color of the item, which wouldn't ship till a month later. I waited over three weeks for the refund to appear on Affirm. I called both companies and checked periodically. On 10/17, I had had enough, and as I was working with customer service, an alert showed up on my phone that Affirm received my credit but still owed over $300.00. West Elm claimed I still have to pay for shipping even though it never shipped. West Elm was willing to give me credit to use in their stores. So I now owe Affirm shipping plus APR fees.

Sept 14 2022

West Elm

Order # [protected] Attn: Management, URGENT, URGENT

Yesterday, I ordered $504 worth of merchandise from you online (6 items). In my cart (see picture attached), I chose the correct size 20x20” European FLAX Linen Pillow Cover (set of 2) in “Amber”. You can see that I selected the correct larger size. They are $39.50 each for any size, or $79 for the pair. Order # [protected]

However, when ordering from my laptop (same cart), your system continued to say “it could not synch with my other open window”. It took me refreshing my screen, hitting “CONTINUE” on your annoying pop up window SEVEN TIMES before the $504 sale went through. In this “synching”, your system made an error on an item

An hour later, I checked my order. I was shocked to see that you did not charge $504, you charged only $275. I was disgusted. AND I noticed that the size of the Amber FLAX LINEN PILLOW COVERS had changed to the small size (16x16), which I DID NOT CHOOSE.

I called your offices several times, speaking to various people, Mitzie being one of them at [protected]. Even though I asked to be transferred to a manager to make this TINY CHANGE (Staff should be able to immediately change a color, size, etc, with the customer on the phone, especially if the order was just placed in the last few hours.) YOUR STAFF CANNOT DO ANYTHING. Even the useless manager recommended I cancel the order and start over. What?!?! I don’t have that kind of time. (I order a lot, from many places. Your staff are the only ones with their hands tied on an order.)

Several of your staff recommended canceling the order, waiting for the refund on my credit card, and replacing the order. Ha ha ha. If that’s the best you can do, you will lose customers left and right. West Elm emails me EVERY SINGLE DAY with a useless advertisement, no coupon codes, just pictures of your merchandise. Useless. Waste of my time. Waste of customer valuable browsing time while checking email. You can do that, relentlessly, but you can’t help a customer in her many, many calls and emails, change a pillow cover size? Incredulous. Most of your items that you constantly bombard me with in email ads are out of stock. One of my items ordered won’t arrive until March. You guys are too much. Honestlyl.

I want someone to email today at [protected]@aol.com to tell me that they have intervened in my order, NOT CANCELLED IT, and changed the size of the ONE SET OF PILLOWS called European Flax Linen Pillow Cover, from the error 16x16, to the one I indicated and want, 20x20”, in Amber color.

No more wasting my time. I will YELP and get the word out of how horrible your customer service is if you do not help me TODAY with this order. FIX THIS ITEM TODAY and let me know you did it.

This is verbatim what your pop up screen says: And it is simply NOT TRUE……………

At Your Service

From tracking your order to processing a

return, we're here to help. Contact us by

phone, email or using one of our self–

service features. From start to finish, your

satisfaction is important to us.

Sincerely,

Audrey Fairchild

981 South B Street

San Mateo, CA 94401

[protected]@aol.com

To whom it may concern,

I am writing this complain after dealing with nothing but horrendous customer service since the month of APRIL. 5 months later and I spent over $4,000.00 with the company. I ordered a few different products (will gladly provide proof/order numbers if requested) and I was very adamant on only purchasing the products if they would be delivered by early July (I was fine waiting 3 months!) as the date came around - our order kept getting delayed over and over again. Every single customer service representative I spoke with told me something different and each time I was spoken to with nothing by attitude and told nothing can be done. My final straw was speaking with someone that told me nothing can be done and hung up on me after being on a 3 hour hold! Once that occurred I called back and was adamant on speaking with a manager or supervisor and was (at the time) pleasantly surprised to finally get someone on the line that seemed to care about rectifying the situation. At the conclusion of the conversation he offered me 20% off but went on to say if you take this offer, even if the product is damaged you cannot get a refund so I suggest waiting and I will compensate you a higher amount once you get the item to rectify the frustrations. I agreed even though I thought it was strange as I did not want to risk having no options if the items did not deliver or came to me damaged. THE ITEM CAME DAMAGED and since August 5th (6 weeks ago!) I have been emailing the "manager" and he has ignored each and every single one of my emails. Now we not only are not getting the 20% (unacceptable at this point) but we are getting IGNORED in addition. I have never in my life experienced service as such, nonetheless on items this expensive and at a company this large. I need to get someone to contact me ASAP and if I do no hear back I will file a complain with the BBB and the attorney general. I can be emailed at [protected]@gmail.com

West Elm

Ordered June 17, delivery between June 25- July 7

No movement between June 17- July 3

July 3- Caller and explained pregnancy, asked for expedited shipping and delivery by July 27. Was told “would add a note to my file”

July 7- called, still no movement. Told that would be coming from LAX, should see movement soon, and to call Customer Service once it arrives in Denver in order to more quickly schedule delivery

July 14- Still no movement. Told no record of expedited delivery, no notes added to my file but would hand deliver a request for someone to contact me in the next 3-5 business days.

July 19- Never received a follow-up from July 14 call. Spent two hours on phone going back and forth between customer service rep and supervisor. Was disconnected and the rep did follow back up. Mentioned possibility of loaner furniture. Supervisor confirmed that no prior notes or requests had been made about the furniture. Promised someone would follow up with me on Friday, July 22 at 4 pm with update (refused to give me contact info to call and check).

July 22- Never received promised phone call. Spent one hour going between rep and supervisor. Supervisor was very apologetic, promised to pass up the line and I would be contacted by July 25 at the latest. Also told me that it was most likely too late to expedite at this point. It would have been possible on July 3 but was getting too close.

July 23- Received an email from Tabeitha Mann saying

Good evening!

 I am so happy to give you the great news that your sofa is on the way and the delivery center has received my email informing them of an expedited delivery to your home. I was very happy to have gotten the majority of this issue resolved for you because you are due to have your little one. I do want your parents to have a comfortable area to sleep as well. I hope this does ease some of your worries this weekend and into the final stage of your pregnancy. Once again congratulations and I know your baby will be the most beautiful baby in your state!

I followed up asking for specifics around dates and time. Was told she would “look into it during her next break.” Never heard back

July 26- No follow up with Tabeitha. Two hours total on the phone going between customer service rep and supervisor. One supervisor hung up on me. Spoke with Ashanti who promised to call the delivery center and send someone to follow up with me tomorrow (she would not be in the office).

July 27- Received follow up call from Ashanti associate. Apologetic but insistent that there are no additional options.

July 28- Called Corporate Office, left a voicemail on a recording that guaranteed a call back within 24 hours. Never heard back.

July 30- Bought a piece of furniture from IKEA to replace the one that I ordered. Had to assemble it at 40 weeks pregnant to ensure my parents had a place to sleep when my baby was born.

August 8- Went to the Denver West Elm store to speak with a customer service representative. Explained the situation. They canceled the sofa and created an incident report.

August 10- Ashley followed up on incident report and offered 20%. I refused that offer and asked that a supervisor call me after listening to the tapes.

September 11- Received call from supervisor. She told me she “hadn’t listened to the tapes, just reviewed the notes.” She also told me “you are asking for compensation because you had a baby and think you deserve it.” I told her that at this point I don’t want money and will not be shopping at West Elm. I want to know that my situation was being used to review customer service training and protocol so that no other customer had to deal with what I did. She asked me “Are we done?”

Here are my grievances-

1- I purchased a piece of furniture under the stated delivery date of July 7. It’s not here.

2- I tracked the furniture, attempted to be proactive and explain the context, and was lied to repeatedly about potential next steps. Additionally I was patient and understanding, taking each customer service rep at their word. It was only when I was pushy that any slight movement happened. Had I been pushy earlier, maybe I’d have a couch by now. (See July 22)

3- I have spent hours on the phone trying to remedy this. Only once was I followed up with which means that every time I reached out, I had to start over and explain the situation. This has been a colossal waste of my time and incredibly frustrating.

4- My options were to cancel the piece of furniture or buy another piece of furniture that I can use until the couch arrives. Canceling my order with West Elm meant that the hours (10+) I invested chasing you down are for nothing and you as an organization are off the hook for the frustration, inconvenience, and stress that this has caused.

Buying another piece of furniture was wasteful and ultimately costed me more money. Your organization values sustainability. This seems like a huge contradiction.

5- No one has ever presented a solution to me. All I have heard in this process is either a lie (I’ll do ____) or “We can’t….” No one has ever been proactive or presented a solution. As a company that values wellness, I expected more empathy and a willingness to work with me for a solution, not customer service representatives who just pass the buck…. Especially when I explained my circumstances and context. I didn’t want this furniture so it could look cute in my room. I needed it because of our family circumstances, and I expected to be treated better. I’m disappointed in the hypocrisy between the brand that you sell and who you, as an organization, actually are.

6- Most recently, being told my a “top customer service supervisor” that I wanted compensation because I “had a baby and thought I deserved it” is atrocious. If this woman is truly in a position or power and influence over customer service, it is very clear to me why it is such a disaster. You cannot speak to or treat customers the way I was treated.

I ordered a couch in June made to order. It cost me 4,000$. In early September they scheduled a delivery. On their website it says all items would have held until they were all available and ready. With that knowledge I got rid of my existing couch to a friend of the family. What I received was half a couch and notification they could not find the missing half. I spent 10 hrs going between customer service and the delivery company (Fidelitone) They offered me compensation if I re ordered the couch but they wouldn’t tell me what the compensation would be until the couch was delivered. I decided eventually to return the half a couch I recieved. So now I have no couch, and will never shop at West Elm again.

I have been waiting for IN STOCK chairs to be delivered since May 24th! The delivery date has changed twice. When I called after it wasn't delivered on August 12th, West Elm didn't even realize my order was missing! It has now been stuck at the "on way to delivery point" for 3-4 weeks. I'm just waiting for the final date on the "estimated delivery" to pass because I know I'm going to have to cancel this order and get my money back! Very disappointing!

On May 16, 2022, we placed an order with West Elm for an outdoor table set with six chairs for $3,458.44.  Upon ordering, it stated that all of the items were in stock and ready to be shipped.  After placing the order, I received an email stating that the chairs were now on back order.  I called West Elm and the lady confirmed they were now on back order, so we discussed ordering a set of chairs that were similar and will also match my white outdoor umbrella. She told me she would make sure the chairs could be delivered at the same time as the table, which was scheduled in a few weeks from the time we placed the order.  This west elm associate also asked me to pay an additional $259 for shipping since we were swapping out the chairs, so I now have paid $3,717.44.  On June 4th, the delivery arrived at our house, but the chairs were not with it. To make a long story short, probably 40 hours of my and my husband’s time has been spent contacting West Elm and we have spoken and been redirected to several different  associates  (including but not limited to the following people: Dianne F., Jessica O., Ashley H., Amber T., Lisa, Jamella M., Treshia, Melissa M., Kimberly, Brittany A., Cassie M., Jelani S., Roy Perez, etc.), one terribly rude and aggressive customer service agent named Treshia M. Davis who claimed they were in a leadership role even though I asked to speak to a supervisor and not anyone below them,  and then finally one supervisor (Lakesha McCall) after repeated requests to speak to someone higher up.  Lakesha guaranteed she would call me daily to update me on the credit and arrival of the correct chairs, however she refused to email me a summary of our conversation and put this in writing.  I also requested to Lakesha McCall, the supervisor, that she listen to the audio recording of my calls to hear how mistreated I was by Treshia, a member of the West Elm “leadership team”.  Treshia literally made me cry while speaking to her because of how mean and nasty she was, and all I was asking for is the money that was owed to me and the correct chairs in a set costing us nearly $4,000 (all of which we paid in full already).  Lakesha McCall, the supervisor said she was now “in charge of this situation” and she was finally able to issue our credit in August, and she said she would release the chairs for delivery, while sadly telling us that the chairs we were supposed to receive on July 13th were not ever released. On August 10, after not hearing back from anyone via email and after waiting on hold, I spoke to Roy Perez, and he confirmed my chairs were in route and expected to be delivered on August 16th. He also stated that he would call me on the afternoon of August 16th to confirm I received the correct chairs and offer me compensation for my headache with West Elm’s customer service.  On August 16th, the delivery came and the same wrong colored chairs arrived.  I refused the delivery and requested proof of this via email, which I have in my possession.  Also, on the afternoon of August 16th, Roy Perez never contacted me to ensure I received the correct chairs and/or offer me compensation as promised.   At this point, we want a refund for the matching chairs we never received.  West Elm’s customer service is absolutely poor and nonexistent.   Their business and organizational hierarchy does not support customers actually receiving items that they paid good money for and definitely does not ensure comprehensive customer service especially when troubleshooting issues that occurred due to their own mistakes.  I also have all of these correspondences documented via email as well, so I can provide ample proof of this ongoing in addition to requesting you access the recorded calls. It is now August 27, which is almost four months after my initial order for an outdoor table and I still do not have the correct chairs I purchased , nor I have been refunded for the chairs I paid for and did not receive.

I order beautiful lanterns from west elm on June 30th. Lanterns were delivered July 7th. Unfortunately they were too big for the space I wanted to place them. I returned them July 8th. It is now mid-August and after 3 phone calls and being put on hold for literally hours --I still don't have a refund. I was told first time that my card denied the credit?. Second time I was told "check was in the mail and to be patient"--3rd time I was told someone from dispute resolution would call me within 24 hours. That was 4 days ago.

This is for order #[protected]

The refund due to me is over $310 dollars

we bought an outdoor table with esimated delivery [to local store] of July 7-14. That date got pushed three times since then. We started calling the first week after the first delay. The representative said the item was in the local warehouse and supposedly scheduled it to be on the truck for delivery to store on Saturday 23rd. No delivery happened. We called the store and they said they only accept deliveries Wednesdays and Fridays. The dates keep getting pushed and we keep calling with various representatives telling us the item is in the warehouse, in the hub, in transit to store. They don't seem to know the shipment choice [to store], they don't know where the item is, they can't coordinate between the rep, the warehouse and the store. We have spent hours on the phone and on hold with them. If we knew it would be such a pain we would have cancelled after the first week delay. But because they keep promising to deliver it within days, we keep waiting for it. The summer is going by and I now doubt we'll have a table this season at all.

I placed my order on 5/29/22. I was given an estimated delivery day of June 9 to June 29.

I received a partial order of a table and a chair on 7/22 but the sofa didn't arrive as expected per the West Elm status tracking portal. I was told two different stories, one the sofa was in the warehouse, and one it was still in transit. Meanwhile, I was told that if I didn't get my sofa on 7/26 to call (guess what) Customer Support. After a few attempts I was given a new date of delivery - 8/3. They told me that the delivery centers were so backed up and that was the reason for the further delay. (I really don't care why).

Then on the evening of 8/2 I receive a random text: 'Good Afternoon, I am reaching out from West Elm team for order number [protected] item sku# 9061019 Playa SofaCushionSofaCement unfortunately your item is still in transit and has not arrived to our hub to complete this delivery delivery has been canceled sorry for any inconvenience if you have any questions or concerns please call 866.205.1340. Thank You And Have A Good Day!'

So... I call the above number and was now told that my sofa was still in transit... And, the new delivery date would be anywhere from 8/9 - 8/29. Lovely.

Over the course of this timeline, I had placed ~ 7 calls to Customer Support to be put on hold for 50-75 minutes at a time. No I am not kidding, that is 6-7 hours of my personal time. On one call, I was dropped after waiting for 50 minutes. So, I sent an email on 7/26. I have yet to receive a reply to that email.

Also, am I expected to sit in my house waiting for a delivery that is never going to arrive. I mean I do work.

If I had known that the order would not be delivered for months, I would not have placed the order. Unfortunately now I am stuck with part of the order and not the sofa.

This is the worst customer service that I have ever experienced. It is a comedy of errors.

Lastly, I made the mistake of charging to my new West Elm Credit Card.

They were quick to be me of course, laid in interest and a late fee. Why should I pay for something I have yet to receive?

Steve and Karen Franco 904.521.9712

I ordered a dresser from westelm in April of this year. It was back-ordered until the beginning of June where it then moved into an ordered status and they charged my credit card for the full amount. It has since sat in that status without any movement. The first time I called at the end of June, they said they would "expedite it". That did nothing so I called again and was told it would be delivered by July 15th. It's the same status as of today, July 12th, so I called again.

They are now informing me that they have no idea where the item is and they need to call the dock to figure out what's going on. I now have to wait another 2 weeks for an answer, which I'm not holding my breath for.

This is ridiculous of westelm to take nearly 2k dollars from me and then do absolutely nothing with getting my dresser to me.

I recently bought a queen size camilla bed from west elm, however the item came damaged as the head board had a rip/cut. When I called customer service I was told to send photos of the damage and that someone would contact me 5 to 7 business days with a resolution, however it has been more than 10 business days and in spite of repeated calls/emails I am yet to hear back from anyone at West Elm.

Just dont buy anything from this company they sell damaged returned items as NEW on their website.