3.46
65% of reviewers would recommend to a friend
West Elm
3.5 • 87 Reviews
West Elm offers a wide variety of modern furniture, decor, and accessories.
westelm.com3.46
65% of reviewers would recommend to a friend
West Elm is praised for its attractive, minimalist designs and decent quality on some items like linen sheets and kitchen canisters. However, the brand is criticized for inconsistent product quality, poor customer service, and delivery issues. Some customers report durability problems with certain products and misleading product descriptions.
AI summary based on Thingtesting reviews
3mo ago
I ordered a piece of furniture in July of this year, and they took full payment and gave me a delivery date in October. This is November and that date has been pushed several times. Now it is February, and they are unsure if it will arrive in February. They have someone following up on this, who provides no definite answers. Everything is vague and absolutely no responsibility is shown from the person who took the order or the one following up with you. Never order from this place again. This is a scam.
4mo ago
Customer Service couldnt find our order but return label was sent. Now the agent only sends 1 label for 1 ordered item. But if this order had 8 boxes then it requires to have 8 individual shipping labels and 8 return labels to be inserted inside even unopened boxes. Every incorrect piece that shipped, requires each individual shipping label and a label to be placed inside even the unopened box. Finally, cusyomer has to load all these pieces to be dropped off to a UPS drop off location. All of this means a customer has to open each box and place label on each box and then dropped off to an UPS location. Who pays for customers time and energy when West Elm sends an incorrect item?. When items deleivered they shipping company simply dropped off the items in our garage despite us having white glove service. So now this requires that we customers call customer service explain the situation and were on the phone for 2 hours to rectify the situation. Extremely poor poor process causing huge inconvenience to the customer. Engage a consulting firm to make the process easier for the end user.
4mo ago
Do Not Waste Your Money in West Elm
My husband and I recently purchased the Melbourne Leather Sofa Sectional from West Elm online in March for around $9,000. The sofa was fine the first month or two we had it and used it occasionally to watch tv, however then we started to notice the cushions starting to sag and the frame start to bend and warp, so uncomfortable its leaving our backs in pain after sitting down for 10 minutes! I contacted Customer service and they quickly tried to push me off to call the Allstate Protection Plan with whom I purchased the protection plan, basically was hung up on from a West Elm Manager. West Elm informed me there is no warranty and basically we won't help you your just stuck with the sofa go call Allstate. I thought at the time it was a smart idea to purchase the protection plan for another $590, which was a waste of money!!! They informed me I was not within the Timeframe to report the issue, which I have called numerous times to Allstate to understand why they denied my claim with no explanation!!! I cant get in touch with any representative at Allstate and they informed me I can not open another claim for the reason I listed which was that the structural integrity of sofa. They just do not want to pay$$ and they do not want to give me a reason . West Elm offered NO help or customer service and the protection plan from Allstate is a SCAM!!!! Buyer Beware!! I would not make another purchase in West Elm ever, worst company to deal with also they make you pay top $ for crap furniture that is not structural sound and so uncomfortable. I have also went to the Scarsdale location and tried all of the sofas on the floor all of them were so uncomfortable, crap company with crap furniture.
5mo ago
The worst customer service ever. Product delivery delayed by 5 months. Now it is sitting in a warehouse here and I have to wait another four weeks for delivery. I’ve waited so long that I wanted to return the part order I received in July but they won’t refund the whole amount. The delivery company AMJ will not return phone calls and customer said that it was not part of their job - they could only say I’m sorry. I was really didn’t think a well known company could behave that badly. I am tempted to picket in front of their stores🥴
7mo ago
Made to order sectional,ordered in December - arrived in April after almost a month of delay. A month after it arrived I filed a complaint that the fabric was pilling and stretching and it looked worn and tiered, like furniture would, but only after a long period and/or negligent use. Not after a month! A technician came to fix, but only confirmed that " this fabric tends to do that". No one ever mentioned that at the time of purchase, which would have definitely been used to make an educated decision if i wanted to spend $4330 for this cheap fabric and I consider that dishonest and deceitful. Now West Elm doesn't want to return and refund, because it was made to order and because they consider this regular wear and tear. So yes, they will sell you furniture with super low quality fabric, won't tell you anything about that at the time of purchase, and then try to convince you that regular wear and tear does happen a month after you receive your new sectional, that you should shave it, that they can offer a small discount for the inconvenience or covers for the sectional so you could hide the cheap fabric that comes with an expensive price tag. Words can't express how disappointed i am with West Elm!
10mo ago
HORRIBLE experience with mid-century table. Developed ugly long bubbles along a seam in the top - seems like glue bubbling up and the line of bubbles is growing. Since I've had it a little over a year, customer service refuses to repair or replace it. Such a pretty table is now unpresentable. I will NEVER purchase anything from them again.
1y ago
Purchase 2 items from them and very discounted. Expensive store, poor quality and bad customer service. The sofa came with flat uncomfortable cushions on seat while in showroom the same sofa had nice fluffy ones - before ordering I’m personally checked how comfortable sofa to sit. The second item was a fabric bed frame. It came with a hole on headboard. It was difficult to exchange- their company wasn’t interested in exchanging, and they just promising to contact me or call me while I was only waiting, I have contacted them 3 times and spend like more then a month before they arrange and exchange. After they delivered a bed bed frame in 5 months it started make a noises like and old bed while moving. It’s expensive store with poor quality items. And they also disabled reviews on their products on websites. If too look at other companies websites you can see what people are telling. I think they have a problem with quality so they don’t want people see it. I will never buy anything from them again.
1y ago
It’s been the worst experience with our patio furniture paid $20,000 2 1/2 years ago and it’s all falling apart. I would not recommend the port side furniture to anyone. Reclaim wood is supposed to last long than regular furniture. I know it’s been 2 1/2 years, but we take care of our things and it’s a shame that they won’t stand behind their products and I have contacted them.
2y ago
We have a bunch of West Elm products, but I’m basing my rating on the furniture. We have a bed frame, dining table and chairs, coffee table, couch, and credenza from them — all wood items. We bought these during a Memorial Day sale and had extra percentage off after opening a West Elm credit card. I don’t think I’d buy these items full price as the quality doesn’t warrant that high of a price. However, the design of our furniture pieces is exactly what I was looking for—mid-century modern, simple, and classic. We’ve moved three times and had these items for 4 years, and so far everything is holding up. I’m hoping they last for at least 10-15 years! There’s definitely other furniture retailers that have similar items at a cheaper price, so I don’t think West Elm is the only choice. It is very convenient if mid-century modern is your style—they have some of the best looking products out there. Just not worth the full price, in my opinion.
The website is efficient, returns are easy and the design is pretty good. They are usually on trend and if you want to keep up with that this is a very affordable way to do that. For design I had to give them a four out of five, for quality of three out of five. And you kind of have to know what’s good for them and what’s not for example definitely don’t buy their sofas but their beds are ok.
Feedback
West Elm‘s biggest challenge is that a lot of their print patterns go out of style fairly quickly because they’re not going for the trend of the moment so buyer beware on items that aren’t more classic. I’ve also heard that their sofas really do collapse after a year or two. And make sure you read the descriptions: there’s often MDF hidden somewhere even if it says a product is solid hardwood.
We own a lot of home decor from west elm but our favorite furniture that we own so far is the streamline coffee tables. They are so sleek and will fit well in anyones home! I love the marble top, the only downside is that they are not treated and we did not realize this when we first bought them so learn from our mistake!! USE COASTERS we have a couple spots on our tables where people left cups and it has left spots.
Feedback
Would be better if the marble was treated.
1y ago
I bought a beautiful West Elm coffee table with a brass base and a Carrara marble top. Less than two years later, the edges of the top of the table are breaking off. This allowed me to discover that the top is not solid marble, but a composite material covered with a very thin marble veneer. This table was not advertised as “marble veneer.” With very light use, it is breaking apart. Of course there is no warranty, and of course I cannot leave a review on their website to warn others. Buyer beware…cheaply made furniture with a high price tag!
2y ago
One star is wasted on them. Horrible customer service and problem resolution is nonexistent. I purchased a floor lamp over Memorial Day weekend and was sent wrong size but exact same (table) lampshades Four separate times, and after promising different outcome each time. So on fifth phone call, CS rep wanted me to return via UPS and I no longer had original packaging, nor a car to drop off at their store. Simply, I refused to spend any money or any more time to resolve this. So after talking with her manager, (who, as policy, don’t speak with customers directly) she wanted to arrange a ups pick up and will send an email to confirm pickup date and time in a few days. That was in June 13th. Disgusted, I called my cc to dispute this charge right then and I received notification today that westelm countered this transaction as valid. And CC company is requesting more info if I’m to go forward. I called westelm today, July 15, and spoke with CS rep. She’ll have a manager call me in 24 to 72 hours and that there is no ups pickup at all. I have zero confidence anything will come of all this back and forth with five different CS reps. Westelm charges a hefty fee for service and delivery for furniture, which is alow to boot. It’s apparent their Customer service policy is to obfuscate and outright lie. Don’t give them any business.
2y ago
I really liked the look of West Elm's modern designs and after my first purchase, I fell in love with their crafmanship. Over the years, the pieces I have purchased for my living room, dining room, bar, and bedrooms are all very sturdy and built to last. I feel that the timeless designs are also easy to mix and match and have practical storage. I also appreciate that West Elm collaborates with artists and material are responsibly sourced.
Feedback
I experienced a challenge when trying to remove the drawers from the dressers, buffet, and TV stand during a move. I was unable to manage to get them out but I had movers. You may want to reasearch if you'll be doing the lifting since they are very heavy. I also never received a replacement part.
I purchased a sofa from them with a matching ottoman. So far it has held up well and is extremely comfortable!
8mo ago
Fast shipping. Reasonable prices. Good assortment.
great quality, since there's not too many choices for us in Australia. This provides us different products at a reasonable price
7mo ago
Have purchased a few things from West Elm - a Sectional Couch & Bench; placemats, duvet covers, throw pillows, and a few other items in the past. Prior to the Pandemic, West Elm had a colour pallet that wasn't muted or neutral. Since the shift in colour pallets, I haven't purchased anything from them. There was an instance where Personalized pillow cases were ordered and the glue was visible, letters crooked, resulting in their return despite the Manager stating Personalized items couldn't be returned - it took the Interior Designer to say that the product was unacceptable. (West Elm no long offers the service). The sectional (which, due to the fabric and colour ordered, took 3 - 5 months for delivery) had white-glove delivery that exceeded our expectations.
10mo ago
I like the look from West Elm. It’s clean and simple. I mostly love their home accessories and price points.
1y ago
Really bad experience with this store/brand! I purchased a bed and they changed the delivery date 3 times. After waiting for 4 months and after calling customer service several times they found out the product somehow got lost. They didn’t want to refund my money and they wanted me to wait 4 more months for a replacement. Very poor management and customer service will never by that line of poderes barn again, plus the quality is not good. I didn’t receive any compensation after all this time and issue.