West Elm reviews and discussion

Things the sales person never said: Delivery will be gated on longest lead item. One out of stock fabric has slowed things 5 months. It would have been longer but they lost one piece and had pity on me. End of bed chest does not open fully .. fancy mechanism prevents it. Top of table just lays on base, three people are needed to move it. Two for table top, one for base. Minor adjustment of location is major project. They are quick to suck up the money off credit card. Regret buying it.

Unfortunately, I cant say I've had a pleasant experience with this company. I purchased a media console set, which was falsly advertised as "in-stock and ready to ship", it consisted of 3 separate items. Only one out of the three was shipped. The other two keep on changing delivery date, and no one contacts me, no one provides an explanation. It' been over 3 months, I have all my stuff lying on the floor catching dust, and an unfinished room. I call at least twice every week, only to fin out that I have but wasted my time. This morning a representative said that there hasn't been any previous communication with the warehouse regarding my order. They have no idea what is going on with my order, and can't give me a delivery time frame. This is not a high-end custom made furniture store to be having these delivery issues. No one responds for my purchased items.

My experience with West Elm has been nothing short of a customer service nightmare. I ordered a sofa in November 2022, with the promise of delivery by March 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but that's when the real ordeal began. Months passed with no updates, and when I inquired, they claimed the sofa was suddenly unavailable, even though it was still for sale online. Countless hours were wasted on the phone trying to resolve this issue, only for them to cancel my replacement order on August 17th without any explanation. What's even more infuriating is that I've been a loyal customer, having spent over $10,000 at West Elm in the past three years. This lack of consideration and disregard for a loyal customer's time and money is appalling. West Elm's inability to fulfill their promises and handle customer issues with competence and fairness is inexcusable. I would strongly caution anyone against doing business with this company.

AWFUl unprofessional Customer (NON) Service. Bought expensive (not large Roar and Rabbit) chair. Paid for White Glove Delivery (with additional surprise charges added on), totalling a very hefty $174, before tax! Building requires Insurance Certification (COI) before delivery. Regular Fax # of my management co was down - I CALLED WEST ELM many times, WROTE emails many times to THEIR Delivery Service, gave alternate email AND fax & asked Delivery Service TO BRING COI with them. They guaranteed email / fax and said they never carry COI. I asked them to email ME, they would not. They sent COI to wrong #, did not bring copy. I, with a bad back and of good age, had to pay my building to carry giant box up, and I myself had to unpack and assemble the chair. I called West Elm - "WE don't refund for delivery", no matter White Collar didn't happen. They suddenly HUNG UP up on me, transferred me to what turned out to be wrong # in shipping dept. I went through whole story AGAIN. I was given yet another new #, told me to be sure to push 2 or I'd be sent back. NO ANSWER, and after 25 rings or so, I was cut me off. IThis is a SCAM overpriced operation, w/o even respectful treatment of its customers. I counted on the pedigree of the brand and its ownership. Shop ELSEWHERE!

I searched for a new couch for over a year and kept going back to west elm. Looking at the quality of construction and materials it was the best bang for my buck and it’s not made in CHINA! I love the fact I got to pick my own fabric and size. Only downsize was not made in Canada! It took 3 months from time I paid and delivery to my door. I think my dog loves the couch more than I.

May 21st: Placed order for outdoor dining set amongst several other items. Estimated delivery date was May 28th to June 11th. We chose these items specifically because of the fast delivery date, as we wanted to enjoy eating outside during the summer. Month of July: We call customer service because we notice the estimated delivery date continues to be pushed back with no notice to us. We are told they will expedite the items to us as an apology. August 1st: Delivery is finally scheduled for August 1st. We receive a call the day prior saying that the concrete top to the dining table arrived to the warehouse cracked and they would be unable to deliver it. They say they will expedite a new table as soon as possible, and instead deliver the chairs and bench to us. Saturday August 19th: Delivery of the table is scheduled for 7am on a Saturday. I wake up early, and am greeted by the pleasant delivery men who only have the concrete table top, and no base to the table. They said that they saw the table base in the warehouse, but were told not to deliver it because we already had it. However, we never had any part of the table delivered. The delivery man gets a supervisor on his phone, who apologizes profusely and tells me that she will ensure the base is delivered Monday August 21st. I tell her I will need to take the day off, and she promises me that it will be delivered. I even receive an email confirmation for the scheduled delivery. Meanwhile, the delivery men leave the base to the table laying in my backyard. Monday August 21st: I take the day off of work to be home for the delivery, as they gave me no time frame. The entire day goes by, and no one shows. I call support at 5:10, and they say they see the delivery was supposed to happen, but do not know why it wasn’t delivered. They ensure a delivery date of the next day, Tuesday August 22nd. Tuesday August 22nd: I take another day off of work. My husband calls towards the end of the day as again no one has shown up. The person on the phone that day says she sees no proof that they were supposed to deliver anything that day, and that the earliest they can deliver is on Thursday August 24th. I again receive an email confirmation for the delivery scheduled for the 24th. Thursday August 24th: My husband takes the day off work as I can no longer afford to take any more off. Again, no one shows. He calls, they ensure delivery Friday August 25th. We do not receive any email confirmation this time. Friday August 25th: My husband takes the day off work again. He calls around 2:00pm as no one has shown yet, and it told that the delivery is “on its way”, although they are not able to provide a time frame. At 5 pm when still no one has shown, he calls. He explains the situation, and is placed on hold. He waits for 17 minutes, and is then hung up on. When he calls again right away, he receives a message that they are closed.

I shop at West Elm A LOT and I have been for the past 3 years. Overall great quality and customer service. I have also had a really easy time with returns. The one major issue Ive had is with my Harmony Sectional. I have washed the removable covers a few times and they are starting to unravel at the seams. If i wash them again, I'm pretty sure they will fall apart completely and I will have to get the couch reupholstered or replaced. They were super unhelpful as far as helping me replace the couch or cushions. I reached out multiple times in different ways and have gotten nowhere. Really disappointed because I loved this couch and it was really expensive, and it will soon be unusable 2.5 years later. I still shop there because I love the majority of their products but I am super dissatisfied with the couch situation. I think it probably would have been fine if i had dried cleaned the covers instead of washing them at home, but I wasn't given any instructions and they seemed pretty sturdy so I didn't think it would be such a big issue.

Never recommend anyone to buy anything from west elm. I placed an order in mid june and did not do any delivery until today. I called today and inquired about when i will get the delivery. The answer was some items are in the international transit and she said she doesnot know when the delivery will be. After talking to my family i decided to cancel itesm. However, they did not refund my full amount. They charged me $400+ dollors for shipping where i never receive anything at my home. How west elm can charge as a shipping charge without making any shipment. SHAME ON YOU WESTELM! I PRAY TO GOD TO PUNISH YOU FOR CHARGING PEOPLE FOR NO REASON.

Great shopping, delivery, and daily use experience. My dining table & chairs are west elm & they are one of my favorite purchases we made for our home.

I love shopping at West Elm. I recently got a new apartment and needed some decor and the staff at their store were SUPER friendly and helped me pick out some great pieces that fit right in with my vibe.

I ordered some adorable Christmas ornaments for my Christmas tree and they are beautiful!

I love shopping at West Elm! The selection is always great, and it's easy to find exactly what I'm looking for. The staff is friendly and knowledgeable, and always willing to answer any questions I have. I especially love the quality of their furniture pieces - the craftsmanship is top-notch and the pieces are built to last. I highly recommend West Elm for anyone looking for stylish, well-made furniture.

West Elm is hit or miss. I love our dining table and chairs, and our coffee table is gorgeous and functional. However, our couch—the Drake—has really let me down. After about 6 months, the cushions had already sunk down, and the fabric is so pill-y. I've tried everything and it hasn't worked. Replacement inserts for the cushions are ridiculously expensive. Next time we move, we're ditching the couch.