West Elm
Reviews and Complaints

West Elm internet order #[protected] plow on 07/20/2018. Email confirmation received that the Eco Stay Rug Pad would be shipped on 08/16. As of 08/30/2018 I have not received the merchandise. I've attempted to make several calls to Customer Service. Most are extended hold times and a few the connection was actually severed before I was able to speak to anyone. I also attempted using email; I sent a request for status on 08/16 and finally received a response FOUR days later 0n 08/20 indicating that I would get an actual shipping confirmation in 2 - 3 days and that Chanteria K. (signature on the email) would be following my order until the shipment was confirmed. I've never heard from Chanteria again despite me sending follow-up emails for status. My online account continues to show the status of the rug pad as "pending".

We ordered a headboard over 3 weeks ago that was supposed to be delivered by 6/20 and it's no where to be found (order # 081569313192). I have now spent over 5 HOURS on hold and passed around between various customer service agents over the past day and no one can help me. We have also sent several emails with no response.

I was even given the phone number to the Seattle Warehouse and told to call them myself to find the headboard. When I did, the Seattle Warehouse said that it hasn't been delivered to them.

No one at West Elm seems to know or care about where the furniture we paid for is. We're moving next week and have no idea if we'll even receive the headboard before we move, or at all.

Worst customer service ever! My couch arrived later then delivery time. I called customer service first of all I wait on the hold for 2 hours! Wasted! Agents has 0 knowledge. They don't know where my furniture is and when i'm going to receive. They said they will call me back in 2 days and I didn't receive any call. I wish I check the reviews before I decide the buy from here. I'm going to cancel my order. Wasted of weeks and hours on the phone, no result! On top of that I noticed that they charged me double. I called customer service again and they denied the first charge even if I have a proof on my statement. She kept saying she can't see the charge on their system and told me I might purchase something for same price! That's ridiculous!

I have just received the worst customer service from West Elm. I placed I large order for outdoor furniture April 26, spending a considerable amount of money and as of today I still have not received my furniture. But they sure did charge my credit card as soon as the order was placed and cited two week delivery. I have made 10 different calls and have spoken to many representatives and all are very rude (one even hung up on me). I received four different emails confirming delivery for today and when I called to check the status, they mentioned that I was never scheduled. Then I spoke to another person and she mentioned that the company decision was made to make some changes therefore canceling my delivery without my knowledge. Yet I have been waiting for over 15 minutes to speak to a supervisor at the customer service department.

It has now been almost 2 months since I ordered wall planters. They have been backordered multiple times since I ordered them 2 months ago. I called customer service today, who was very nice and attempted to be helpful, but the company itself fell short. Customer service was unable to tell me when the planters would ship out as the backorder date is now indefinite. She told me there were some stores in the country that have the planters in their stores, and I could call them to see if the stores would ship me the planters. I said no, I ordered them online for convenience, and do not feel that I should be cleaning up West Elms mess and tracking down these products. She offered to track them down for me and call the stores herself. Unfortunately, though this would mean they would cancel my current order and place a new one. I originally paid with a gift card, and if we do it this way a gift card could not be used (I don't know why), and I would have to pay out of pocket. Sadly, West Elm does not deserve my money, and I was only using them because I had a gift card. At this point, I feel West Elm is a scam. I have heard multiple people who this has happened do. I would advise people to not use this company.

I order a dresser and soft from west elm on Nov. 27th. My items were delayed by over a month, with no notification or communication from west elm. West elm tried to charge me for the full price of the dresser immediately, even though they could not confirm when the item would be available. Fast forward to early Feb when I finally received notification that my items were ready for delivery. West elm confirmed a Feb 9th delivery date. I called on Feb 8 to find out my 2 hour delivery window and was told my order had been cancelled and returned to a distribution center. No explanation as to why this would have happened, and no ability to resolve the issue. I was told my items could not be located and shipped to me, and that my only option was to reorder them. West Elm wasn't willing to offer me anything for my trouble. I discarded my old couch, and now sit in an empty living room with new couch in sight. The last customer service rep I spoke to (there have been many) said he'll check into getting me a loaner couch as well as looking into a discount. I have received no return call from west elm. See below for my order # as well as appointment #. To reiterate, my order was cancelled, no one contacted me or has been able to explain why, and there has been no resolution.

Order # [protected]
Order Date: November 27, 2017
Appointment #: 3680576

I purchased 3 items with cash at the Princeton NJ store. At the time of purchase I handed the sales person my cash and she then bought gift cards with it to make the purchase. AT NO TIME DURING THE TRANSACTION DID SHE INFORM ME THAT IF I NEEDED TO RETURN ANYTHING I COULD NOT GET MY CASH BACK! Now I have returned an item for $983.68 and I am told I cannot get my original form of payment of cash back only a gift card. I do not want a gift card as I came into the store with cash, I want my original form of payment returned to me. My return # is: W171478146, order # [protected]. This is very unprofessional and I am very upset with the service I have received from West Elm, please refund my $983.68 in my original form of purchase, CASH! My name is Gail Vladimir, my e mail is [protected]@aol.com, my cell # is [protected]

I ordered 3 pieces of furniture on 8/28 . I received one piece that was sent UPS and I put it together myself. The other two were on back order. Since then, I call on a weekly basis and am told it is still on back order. I later found out that one piece is in the warehouse but they wont deliver until the 3rd piece is available.

Last week, I was told that it will be in my house and installed NO LATER than 10/21. I called today to learn that hey have now pushed this to the end of November.

When I inquired about cancelling my order they said that I would have to pay for the return of the piece that they did deliver (in fear that I wont ever receive the matching piece), I would also have to find a box that it would fit into haul it to the post office myself.

I asked about their inventory control and was told that they cant control who is going to order what on the day that I order things . However, they certainly can control expectations after the order is placed and I have been put on back order 4 times. The CS rep said their are 43 like orders in the queue and could not comment where I am in the pecking order. I would have to believe after 4 months, I would be somewhere close to the top (actually, I have had hand made pieces delivered faster than this) .

They should stop over selling, over promising and over pricing for their products . Their customer service could use a lesson in who actually pays their salaries.. its their customers.

I wanted to buy many things from this website West Elm and after I placed my order and was about to pay I received a message that half of my selected items were no longer in stock! Why did they tell me about that after I already picked everything? I wasted my time only to be told that I can't buy any of these things!
That kind of information should be available from the very beginning. It my opinion that shows that West Elm is a highly unprofessional company and that's in my opinion is a huge disrespect towards their customers! I will not buy from them and I don't want to waste my time!

O whom it may concern -

My fiancée and I came into your store on December 04, 2016 for the first time, located at Sheffield Commons Shopping Center, 1000 W North Ave b, Chicago, IL 60642. As recent first time home owners we were excited, thrilled and overwhelmed by the selection of (what appears to be quality) furniture your company has to offer. The initial staff was very helpful & friendly and they even introduced us to the sale that was taking place at that time, Yay! We were on the hunt for a Dining Set and that's when we stumbled across, fell in love with and PURCHASED the beautiful Emmerson Dining Table 72", and the Emmerson Dining Bench 72" for a total of $1, 736.17. We explained to the sales rep that we were having dinner guest to celebrate NYE and how important it was for us to receive the set before the holiday, WE WERE ASSURED we would receive the set "WAY BEFORE NYE"...but to my dismay we did not!

I called West Elm customer service on Thursday (December 22, 2016), before Christmas day, to check on the status of my order (because I hadn't received any update on my order since it was purchased). I was told by a West Elm Rep that BOTH pieces were in and that I could schedule a delivery date with the shipping company, so she transferred the call. Once transferred, to the shipping company (Who might I add, has the WORST personalities ever and West Elm should consider using another company to deliver their products because they are HORRIBLE and are a poor reflection of West Elm), I was told that only the table was in stock and that I should callback the next day to check the status on the bench. Due to it being the Christmas holiday weekend, I decided to call the following Monday (December 26th) to schedule a delivery date. Once again, I was told by West Elm that BOTH pieces were in and they transferred me to the shipping company but they were closed in observance of the Christmas holiday. I called Tuesday December 27th, was informed by West Elm the BOTH pieces were in but once transferred to the delivery company was told that only my table had arrived and still pending the arrival of the bench. I called West Elm extremely frustrated, and was told that I would not receive my order until AFTER the New Year and that you all would offer me a 20% discount. I then expressed that the money was NOT an issue here and I just wanted my items to be delivered to me ASAP, your rep explained again that nothing could be done and issued me a discount of 30% and assured me that the item would be in after the New Year. Still very disappointed, I accepted, in hopes of getting my item the following week.

January 3, 2017, I called West Elm once again for a status on my order, I was informed that BOTH items were in, transferred to the delivery company and... yup you guessed it, told that only my Table was in and not my bench by the delivery company. I then urged the delivery company to provide me with management, according to them they could not do so, so I called West Elm and boy, was I FURIOUS! Not only am I furious about not receiving my order, I was most FURIOUS about the lack of accountability and resolution BOTH companies had to offer. It's very frustrating when someone has made a pricey purchase and NO party at EITHER COMPANY can provide you with a resolution, without you (as the customer) guiding them through the process of possible solutions. After speaking with a manager at West Elm (who was VERY nasty) I decided to cancel my overall purchase with West Elm and to take my business elsewhere. It seems as though you all specialize in providing quality furniture but poor customer service and client resolution. Although I DO NOT plan on shopping with West Elm again, it might behoove the company to implement client resolution amongst their associates to alleviate these situations in the near future. This is very unfortunate because I was looking forward to building a long standing relationship with West Elm.

IN REGARDS TO MY REFUND, I am still pending a refund in the amount of $80.43

Total Spent - $1736.17

Refunded - $520.85 - (30% discount)
Refunded - $125.00 - (discount by rep)
Refunded - $1009.89
​Total $1655.74

Total Spent $1736.17
Total Refund - $1655.74
Still ​Pending refund of $ 80.43

My story was simple. I bought a present from this store and did not receive it. For some reason Williams-Sonoma cancelled my order and never bothered to explain what was the reason. I still have no idea what happened and I'm very disappointed with that. When I contacted them they said that I'll be given a refund and nothing more, I tried to find out when will I get the money but they stopped replying. This company seems like a scam and I would not recommend them to anyone.

The table I ordered came in 3 months last year. On top of late, it came wrong. When i returned it, the delivery guy was extremely rude. He did not like to re pack it. This year, I ordered something else. They said 3 weeks when i order it. After 2 weeks, they say it make be another 3-6 weeks. They can't track it so they don't know when it will arrive. ! She said she does not have the capacity to track an item. WEST ELM has to fix their delivery issues. or only offer things at the store, from the store. I am frustrated with the store

As a new customer I received a promo code and it seemed like a great deal. I was supposed to get quite a nice discount on my order + free shipping. Ordered some items from Williams-Sonoma and when I applied my promo code it appeared that there was absolutely no difference! The price was the same with and without the code! And also the shipping was not free! Please, be careful! These people are cheaters and if you will not be careful you will definitely fall into their trap!

Ordered West Elm Hamilton leather Chaise November 30, 2015 estimated delivery Dec 21- Jan 04. I called customer service in Mid-Jan after waiting an hour on hold they informed me it should be ready end Jan. I call beginning of February and told it should be coming by mid February, and that getting it by February 18th should not be a problem with delivery. I call February 15th as I have not heard from delivery and am transferred 3 times on hold until I talk with delivery person and told they are unable to deliver for February 18th and that the couch has been in for 4 days, yet noone contacted me, I had to contact them and my couch will now not be delivered until March 2nd. I am dissappointed at how long this is taking, as I may still not get the couch in March. I just hope that they are undamaged and that they 2 piece chaise set matches. If I knew that it would be such a hassle this couch would not be worth it, I have company coming and now they will have to sleep on the floor and not a couch. I will not be shopping with West Elm again.

More thank pissed: Order beef and chicken demiglace last December. Receive the products but beef demiglace in glass jar was shattered. After several phone call reached a live voice who promised that bee demiglace was being replaced and would reach me by January. As of February 14, no beef demiglace received. No word from William Sonoma. I do not recommend ordering perishable or certain products from this company which will charge you and never deliver. The beef demiglace was
Riled at $29.95. This company has actually robbed me of this amount and failed issue a refund or replace the beef demiglace ghost arrived with the glass jar shattered and therefore not usable. I will no longer consider William Sonoma to be Z reputable company. It fails to deliver products timely and in useable condition.

Mary, Georgia

I'm so glad I just ordered a simple throw, I've read stories about how people have spent serious money with this company to not have their items show up. Back in December I placed my original order, and I received somone elses product. It was not from West Elm but from Pottery Barn Kids, not even closely related to what I ordered. I've spent way too much time trying to find out when I should get the correct order. Today I said enough, I want my money back! That too may not happen, as I was told it would take 3-5 days. Williams-Sonoma Inc. owns West Elm. I have no more respect for a once great company.

We purchased two mid-century end tables with drawers to use as night stands approximately 8 months ago. When we received them we noticed a strong paint fume smell to them. We kept the drawers open for them to air out, and put them to use with a table lamp & other typical bedside items on it. After owning for about 2 months, I placed basket weave place mats on them, beneath the lamps. After a couple additional months, we had noticed that the placemats had left indentations in the paint finish. I contacted customer service and dealt with a pretty rude, unsympathetic William Sonoma customer service representative. I was given the line that it was outside the return policy, I stated that the finish was defective and this wasn't a matter of returns - but a request to replace because of the defective paint. I submitted a claim complete with photos. Three weeks later I received a call informing me that it was the placemats that damaged the end tables. Which is ridiculous - I stated that I have the same placements on Ikea furniture as well as wood finished furniture with no issues. I asked what other recourse there was for me, and was not given any options...so that is what brings me here. The underlying issue is that the paint finish was not giving adequate time or didn't follow the typical curing process - which resulting in a placement could damage it. I would like to have the items replaced, and am happy to work through the local store if that makes things easier.

I have bought bar chairs from the company www.westelm.com, but the company charged me twice for the shipping. I noticed it only on the next day, when I checked the account. I sent the email and told that money was taken twice, but the staff didn’t react and I have no idea how to return the sum. The price was the delivery was about $50, so I would love to get it back. Help me.

So, I have had about 4 miserable years of doing business with West Elm. They get things right about 15-20% of the time.

My most recent experience involved me calling the local store to see if a desk was in stock. They checked after a long hold, and said "yes, come on down to get it." I drove downtown, found parking and waited in line, only to be told "oops, we don't have it all." So, I complained, ordered the desk online with the manager that was 'in stock', waited 23 days for the delivery of my 'in stock' desk to find out the hardware wasn't included. I called about this to be told that the hardware is back-ordered and that I wouldn't get it for another 24 days. They offered me 10% off the order, which to me illustrates how little they care about their customers and how unwilling they are to rectify their mistakes.

I will never do any future business with West Elm and will go out of my way to tell people how painful their experiences are.

I have never seen a company so disorganized, incapable and unconcerned about their customers experiences.I recommend avoiding them at all costs.