West Elm
Reviews and Complaints

This is really a strikingly incompetent and uncaring company, it seems. I ordered a couch in March, at a cost exceeding $1400, and when it finally arrived three months later, the delivery crew put the legs on backwards and stripped the threads of the screws that held it in place. So the couch was ruined as it was being delivered. The firm has agreed to replace it -- by the end of August -- but it has no waived the delivery fee of $200 or offered concrete compensation for the errors and delays. The customer service office has sent out bot-template responses to repeated emails. My order number is [protected].Really this firm needs to be avoided at all costs.

Purchased a chair and a desk, received 1 and still waiting for the other piece. Was told that both were coming the same day, took time off twice and still waiting. Called them multiple times and they dont have an clue of whats going on. We have been mucked around all the time we call and nobody wants to take ownership of this issue. Order number 241280

I ordered a dinning table however after further measuring I discovered that the table I order too long. I cancelled the order for the table one week later, I had not received an shipping date and I needed to cancel the order. I was told that the order was still in warehouse and I had received no notification that the order had shipped. They charged me shipping fee's from 300 plus dollars and subtracted from my refund price. Despite the fact that the product didn't leave their warehouses. These are predatory practices that need to be brought to the attention people who might consider ordering from West Elm in the future.

In 2020 I brought a scented oil diffuser which was called "GLO," I was delighted to have this and the wonderful scent into my home.

Late 2021 after the GLO diffuser dried up I went back to West Elm to buy a replacement only when I got home I noticed the bottle about half the size of the GLO bottle and much smaller, the scent hardly lasted until the previous purchase of the GLO product.

Then early 2022 my partner brought the smaller diffuser was hardly noticable scent and he was shock and disappointed.

My point is most people that shop at West Elm is their due to quality and style of their products which West Elm offers, it is very disappointing to see West Elm charge the came price in 2020, 2021 and 2022 with low grade oil diffusers in 2021 and 2022 not the mention the sizing difference. If this was the case people could shop online at PierOne for a larger amount as their oil diffusers size has stayed the same for many years and oil scent is top quality.

Fix the issue of the oil diffuser, size of the bottle and cost. If not you force me to STOP shopping at your store and go elsewhere.

My harmony sectional arrived late, cushions cases all ripped up at the seams after a few weeks of delivery. I called multiple times everyone tells me they cannot further assist me in this issue. Supervisors refused to talk to me. I want something done. I want to end this relationship with West Elm ASAP they need to fix this. I am tired of wasting my time calling just to wait to talk to the next representative. Either replace you product or refund me. Period!

I ordered a media center a YEAR a go... it still has not been delivered by West Elm. They have delayed it multiple times however, on the West Elm website they are STILL selling this item - nowhere on there it shows that there is a back order. This is 100% unacceptable that this item has not been delivered after a YEAR.

I placed an order for many items in September 2021. I keep getting delay notifications and being told most of my items will not arrive until February 2022. When I call the call center I'm in hold for an hour. Then the person on the phone is unable to help me. I'm at my wits end. I want a refund. I've requested this via email but I get no response.

Exchanged this wreath 2x and is still defective. Raven is upside down and should look like the picture online. Customer sv said they are probably all made that way.

I will have to cut the raven from the zip ties and then try to fasten it with another zip tie correctly facing the right way. I should not have to do this or waste time on this. The wreath was 70.00 and for that price- it should be correct.

Issue 1. We ordered a trundle bag because we were told it would fit under the queen bed we ordered. It did not.
Issue 2. We ordered a queen bed and it first came damaged. So they took it back. Weeks went by and after many calls to reschedule they finally came back with the wrong bed. More weeks went by after many calls to try to get it rescheduled it finally came the third time.
3. We stupidly ordered a bedframe from them because we could only find it on West Elm. We quickly changed our mind and canceled the order. They refunded our money promptly and thought that was the end of it. We got a call weeks later that the refund was a mistake and we are being re-charged for the item. I explain to the nice customer service lady all the issues we had and that we don't even understand what she's talking and why they would do this. She said there's nothing they can do and she could only offer me a store credit.
Issue 4: Now we have a trundle bed that we would like to return that we were told would fit and does not, but it seems to make more sense to eat the $300 and try to process a return to this company.

January - made a purchase on a back ordered product.

February - Called to cancelled the product because it would take too slow and there was no communication as to when the product will be made/shipped. Was assured the product was cancelled and I would not be charged

May - I was charged for said product without my consent after being told I would not be charged.

April - Called to dispute but got rude customer service who hung up on me. Called back again to someone who was professional and who looked at my file and corroborated my case.

Placed order for standard sized queen headboard in custom fabric (chosen from selection on West Elm). Order placed 17-Jan-2021, estimated delivery 24-March-2021. Timeline excessive but I understood based on the current situation. As the delivery date approached, I received no communication and logged on to see the date was bumped out to mid-July 2021. I received no communication from West Elm about this additional delay. Upon calling customer service, I was advised that their vendor for this product would be contacted and a response would be provided in 7-10 business days. Again, extremely excessive for a status update for a placed order. After waiting 15 days, I called again to be advised that the vendor never responded and another email would be sent, again with a 7-10 bus day response window. I will now be waiting an entire month to confirm the status of the order. I was never proactively contacted for any of the delay or to follow up on my inquiry. I can say with certainty that I will not be a future West Elm customer despite the number of rooms we are looking to remodel.

My return was scheduled for pickup at my home on March 16th at midday. They came without issue. I was given tracking to know that it had arrived at the warehouse. I called West Elm to confirm that they had the same information - they did - and to understand how long the refund process would take. I had no expectations. I was told that once it was processed at the warehouse I would see a pending refund that could take up to 3-5 business days. No problem at this point. I was told that if I didn't see a pending refund I should call back. I did. I was told that their processing is probably delayed but I should see a pending refund the next day. Still nothing.
I call again. And get a very rude person named Brian who tells me the whole process takes 2 weeks. And then I said they already have my items. To which he barked at me that everything I've been told has been inaccurate. He was super negative. I couldn't get clarification for anything he was saying and asked to speak to a supervisor. He would not transfer me and told me that I have to call back if I want to speak to someone else. All I am looking for is tracking my items to see if West Elm has them. To which I cannot seem to get any clarification. They owe me $1, 648. I'd like accurately know when I'm going to receive a refund.

I've been extremely disappointed with West Elm's promised delivery of the two above items. The Lana Upholstered bed was ordered in September 2020. After repeated phone calls to West Elm, they continue to inform me that one piece of the bed is missing; however, they do not know when it will be in or where exactly the missing piece is. The information they give me is that it is somewhere either in their distribution center or still being made.

It is now March, 2021 (9 months) after I placed the order. I've had a similar experience with the Haven daybed. I ordered in December 2019 which was promised in January, 2021. Soon after, they send me an email stating that the piece is backordered and won't be in until February. Then they change it to March and now they have sent me an email saying April.

With the Lana Upholstered bed, there is no communication whatsoever unless I call West Elm. I have to run through the entire story and each time get no resolution whatsoever. It's very frustrating.

If I knew what I know now, I would have ordered another bed through Crate and Barrel or Restoration Hardware or anywhere other than West Elm.

I placed an order for Upholstery Fabric by the Yard, Chunky Basketweave color: Stone
on October 16, 2020 with West Elm.

West Elm with their poor communication and poor Customer Service kept changing the Delivery date each month.

With no Email communication to advise of the change of shipment, I would go to their website to make sure the shipment dates were still valid.

Each Month it was a change of Delivery. Each Month I would have to check because West Elm made no effort to contact me via Email to advise me of any status of changes.

I stood firm with trying to be patient because I really wanted this Fabric and couldn't find the fabric anywhere else. I trusted that West Elm would make good on the Delivery.

Now Months later the last Delivery Date I received when tracking my Order was to be made today March 1, 2021.

I checked for status this morning and found that West Elm had now after (5) months of hopeful & trustful waiting decided to just Cancelled my Order, without notification (email) or explanation of course, of any kind.

I called West Elm on March 1, 2020 @ 2:35pm, day of Delivery and the only explanation I received from the Customer Service Rep. was that the "item is not being sold any longer and if we had the product we would surely ship it".

It took (5) months for this Company to realize that their product would not be sold any longer? It took everything I had to not come thru the phone to choke her".

I would never buy, recommend or refer this Company to my worst enemy. This was the worst Company and Customer Service experience in my entire lifetime. Never been treated by a Company in this manner ever before. Beware! Beware! Beware! You will be taking a pretty hefty risk ordering from West Elm. Hope you never have an experience like this.

If I could give West Elm a (-0) Star I would because they surely don't even deserve a (1) Star.

Bough a Monroe Couch Chaise from West Elm on Jan 9 2020. This was delivered to me on March 2 2020. When delivered the legs were shaky and were shown to the delivery team, they clicked a picture and said new legs will be shipped to us. September we filed a complaint with West Elm for the manufacturing defect and asked them to check the ouch. After in home inspection we were told that it cannot be repaired as it is a manufacturing defect. The couch was returned in December and we still have not received a refund from the store.

Need to cancel/refund gift card order

I have called customer service only to be cut off twice. I need to return a chair so I can get a refund. Chair is nothing like described and is inferior quality.
Customer service only need to arrange collection in order for me to return and receive a refund.
They will not do this so I am unable to start my refund process.
So unprofessional. This needs to be resolved asap!

I purchased a coffee table October 8th 2020 with a "white Glove" delivery scheduled for October 27th. Today is November 23rd 2020 and I still do not have the item OR a revised date of delivery. During this period (7 weeks) the item has gone on sale twice. The first time 20% off November 5th, the second time for "Black Friday" sales. I asked them, since my order had not been received to honor the sale price and this is the response I got, "Please know that all of our sales and promotions are managed by our Corporate Marketing Team. Sale pricing and promotional offers are based on many factors, such as purchasing history, stock allowance and future purchase orders. I regret to inform that we do not know when the next promotional sale will be. I apologize for any disappointment or inconvenience that this information might cause. We appreciate you reaching out to us regarding the difficulty you experienced with your promotional code/sales price adjustment. Our representatives are unfortunately unable to apply a promotion, sale price adjustment to an order that has already processed. No prior/future orders or orders that are already placed can be adjusted. " I immediately asked to speak to a Supervisor. I repeated this request November 11th & 16th and no one has responded. I want 20% off the coffee table I've already paid for and been waiting 7 weeks to get and I want a reliable updated delivery date.

The original order was placed in August and was told delivery would be October 26. then it went to November 2 then changed to November 9 then changed to November 14 now changed again to November 20.
I live in new jersey and the planters are going to Florida. I had to change my flight schedule three times. and causing me to pay more money for the flight change. I believe that this is totally unfair and would never order from west elm again.