"I ordered a side table on November 18, which the website indicated was offered at the Black Friday price. I would have waited until actual Black Friday but for the website labeling, which indicated that the sale price already was being offered. At checkout, the estimated delivery date was between November 24-28. I selected that option as I was going to be out of town through Thanksgiving. Lo and behold, the item was delivered on November 21, no signature required. I had to make arrangements to get somebody to come bring it into my garage so that it would not grow legs and walk off (as packages sometimes do in the city). To make matters worse, when I checked my account page to see why the item was delivered so early, I saw that the price was dropped another 20% as a "Black Friday bonus deal!" Needless to say, the West Elm website was totally deceptive in the language it used on November 18 to advertise the price it was offering then. When I called customer service to ask for a refund of the difference (i.e., to get back the additional 20% from the "Black Friday bonus deal" that the November 18 website language lied about), I was told by the agent that "the unit does not do refunds" but I could pay a large shipping cost to return the item and then buy the same side table at the lowered price. Simply put, West Elm was determined to throw up as many obstacles and out-of-pocket expenses that it could to make me drop the issue and just pay the higher price notwithstanding the misleading language on the website. The customer service agent was very nice, but did not even try to defend the website labeling or the customer-unfriendly policy of refusing to provide a refund in these situations. Long story short -- avoid West Elm at all costs. I certainly will not be back."

"My experience with West Elm has been nothing short of a customer service nightmare. I ordered a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but the ordeal that followed was beyond frustrating.

Months passed without any updates, and when I reached out, they claimed the sofa was no longer available, even though it's still listed online. I've spent countless hours on the phone with their unhelpful support team, only to have my replacement order canceled abruptly on August 17th.

What is the point of having a company like West Elm if they cannot fulfill their promises or deliver on their products? To add insult to injury, I've been a loyal customer, spending over $10,000 in the past three years, and this is how they treat me? This experience has left me utterly disappointed and frustrated with West Elm's lack of integrity and customer care. I will never shop with them again."

"We ordered a leather sectional from westelm.com 8 MONTHS AGO. It was supposed to come in after 9 weeks but there was delay upon delay upon delay in manufacturing. I was told I'd be notified as soon as it was in. I was not notified and only found out by chance it had been in for over a month, after 7 months of waiting. We scheduled delivery but they showed up with 1/2 the sectional in the wrong color. Both halves were sent back to the warehouse. No one contacted me so I got in touch with a guy who said he was a supervisor (turns out he wasn't). After 9 weeks, calling repeatedly (having to start from the beginning each time, since the guy's extension doesn't work and he has not once replied to an email) and spending at least an hour on the phone each time, I finally learn that the warehouse apparently mislabeled the correct half and sent it to an outlet store to be sold 2 months ago. Now it's been weeks of being unable to get in touch with this guy to get a refund for the $5000+ sofa. Customer Service won't connect me to any other supervisor or "senior lead" since this guy is "handling things." Or they try to connect me but no one will pick up. I'm currently still on hold after 50 minutes and no sign of hope. DO NOT ORDER furniture from West Elm unless they have it in stock. I understand manufacturing delays, but there is no accountability and no communication. Navigating their mistakes is a nightmare, and they hold onto your money.

"

"I've been calling 3x a week (or more) since July 1, 2022, about 6 months, half a year, trying to get a refund for over $9000. From the beginning I had it canceled in the correct way and every time I called to say I still haven't seen the refund in the bank, they told me to wait 5-7 more business days. From this point forward I have spoken to an incredible amount of staff members, many times over, recognizing voices and having to literally explain again, get cutoff or come to find out they have no idea what is going on. I have wasted hundreds of my lunch breaks at work and hours over weekends and evenings. I could not afford to lose this amount of money for the 6 months I have been without it and have been relying on credit cards with huge interest rates. I have never in my life had such a horrendous experience and I have been incredibly patient and understanding, simply because I also don't like to cause conflict — which is absolutely crazy because this has been completely out of my control and not my fault in any way. Every time a West Elm employee tries to figure something out, nothing actually happens, whether its a "ticket" or a roundabout refund; even with an incredible amount of follow ups, asking about details and always trusting again and again in what I now see as complete naivety and due shock that a company this size can operate like the sketchiest company I've ever bought from and not have any repercussions legally and financially."

" Let me start by saying, I’ve ordered this sectional during Covid less than a year ago. During that time delivery times were horrendous, not do to the fault of west elm. I understand that, BUT, I’ve placed the order and about 3 weeks after my order was placed, I saw that the price online was drastically reduced. West elm did not offer a price guarantee. I literally had to cancel the order and reorder, making this an even longer wait for me. That alone is/was horrible customer service. I finally received the sectional, and it was nice, but damaged. West elm was courteous enough, and gave me a little bit of a discount. I now own this sectional a little. It under a year, it still looks nice, but laying on it is not very comfortable. I constantly slide off the edge of the seat, due to the seats sinking towards the front. I’ve tried to write review on the west elm site, but for some reason it only shows my canceled order, but doesn’t show my new order for the same sectional. So yes, it wasn’t the greatest experience and I will probably never buy from west elm again. The sectional was very pricey, and you should expect better quality and customer service.

The invoice number is for the canceled order because the new placed order magically disappeared on my Account I do on their site. The correct order actually was placed about 3 weeks after "

"I’m still waiting on a table I ordered 6 months ago which keeps being delayed. Not only that, but I’ve been charged multiple times for it! 2 or 3 times now I’ve seen it pop up on my southwest card. I’ll pay it. Then whe I see another charge, I go to find the previous charge and it’s just disappeared. No refund.. just **** not there anymore. What is this?? How and why does this keep happening?? Something is off!"

"-Horrid communication. Poor customer service. The manager, Jordan (Kansas City location) is incompetent and rude.
-“Promise Dates” are lies (been waiting 7 months for sofa/ottoman).
-Credit card charged, yet I STILL have no sofa/ottoman.
- Just don’t. West Elm is simply not worth the headache."

"Although, I'm still hoping to love the product I ordered when I finally get it I'm extremely frusterated with the ordering process. I ordered three shelves on Feburary 28th and was given a delivery date of March 17th. Then, February 8th I received an email stated they are backordered and won't be here until June 22nd. IF that were disclosed upfront when I ordered the product I would be fine with it, but I feel tricked into buying something that I was told would be here next week. Now I'm waiting until the middle of summer. "

"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."

"Terrible Customer Service, even for a Dollar store!!!
Ordered furniture in November 2020 expecting to have everything but a couple of decorative items delivered by Jan 1. Dec 1 I received an email saying there was a problem with my payment and if I didn't call them the order would be cancelled. If only I hadn't called in ...

I called several times and finally got through to someone. They said that's a standard email. there was no problem and they just want to have the customer call to confirm payment. I said they should just say that instead of saying they were cancelling. They put through the order and said everything was fine.

On December 7 I get another email saying the order was cancelled so I call again. Pro tip - if you want to get through without a massively long wait, call between 8 & 9 AM. Raven didn't know why the order was cancelled as she could see that I called to authorize payment. She reordered and gave me a 10% discount. The order came and I didn't think anything more of it.

Today I opened my credit card statement and received a lovely (not) surprise. Not only was I charged for the item on Dec 8, I also had the pleasure of being charged on Dec 23 at the original, non discounted price for the order they apparently cancelled. When I called, Aliyah was precious little help. There was no manager or supervisor available, she will leave a message and I can expect a response in 3-5 days!! And that was just to start the process, not resolve it. They sure had no problem double charging me. She did confirm that the last item was going to be delivered January 25 and that it was in fact "white glove", except I see someone else said they aren't doing white glove due to COVID. We shall see - I paid $329 for "white glove" for 1 piece of furniture (wasn't given a choice) but I may be back on the phone trying to get that money back.

I have now spoken to my credit card company to dispute the charge ($1,065 overcharge) because I am not holding my breath that I will get a response anytime soon.

"

"HORRIBLE customer service. They will not and "cannot" cancel orders from their vendors if your item keeps getting its shipping date pushed back. Every time you speak to someone if will be a different person and they will offer TONS of conflicting information. DON'T SHOP AT WEST ELM. I made a large purchase totaling over a thousand of dollars and when things got pushed back by months and I needed to cancel my order, they said they could not, that I would have to return the items once they arrive months late (and be charge for restocking and return fees). what they offered me was $25 off if I made ANOTHER purchase with them. Horrible."

"Before going into details. Here is my recommendation to any potential customer or anyone with an outstanding order.

DO NOT DO BUSINESS WITH WestElm if you did and are waiting CANCEL Immediately to avoid headaches, increased stress level, etc..
Worst Company I have ever dealt with.


We Ordered a table 4 months ago. Customer service is clueless. They have no idea what they are doing. In those 4 months we called more than a dozen times, each time about 30 to 1 hour plus wait time with no solution and just poor excuses. We posted on social media no response, we emailed numerous times which out of those we got 5 responses.
Every single time the scenario was the following:
The table is in transit call back next week to schedule delivery. When called the following weeks the table was A.) Table top went missing B.) Table top was found but legs are missing C.) Is currently in New Jersey D.) Is now in Georgia (that's where we live) E.) table got lost and replacement needs to be ordered. F.) for Failure! TABLE IS OUT OF STOCK and cannot be currently reordered.
Every single time we called there have been no notes in their system about previously held conversations. Not even their email correspondence from westelm was recorded.

Here are two generic emails we got and I quote:

"I apologize for any inconvenience that this order has caused. I have confirmed with logistics that the table top is expected to arrive at the delivery center by 12/7/2020. An email has been sent to the delivery hub to contact you when your order is ready to schedule. The delivery hub can also be reached directly at ***-***-****. We look forward to seeing this order delivered to you soon."
Or:

" I am so sorry to hear that you haven't received an update on your order, I have reviewed your concerns and we are still waiting on a follow-up from the distribution center, once we receive a follow-up you will be contacted directly in regards to seeing if a delivery date can be scheduled. I sincerely apologize for any inconvenience this may have caused as I know you are extremely frustrated with this situation."


Today 12.14.20: After 50 minutes of being on hold to get our refund initiated we where told that it will take a few weeks to process and to complete the refund. Given the endless calls already been made I doubt that anything was processed and I will have to call again.

Buy somewhere else just not WestElm.
"

"The day after my sofa was delivered they dropped the price $300. Customer service offered nothing.
I can't believe they couldn't offer any refund/credit since it was less than 24 hrs. later. Plus they charge credit card the day of order, not the day of shipping, which seems wrong to me."

"Avoid at all costs! After a few orders with West Elm and having spent over £4,000 with them - I’ve been on the phone to Customer Services at least 20 times over the past 6 WEEKS - to arrange a simple return for an item - which means a collection from their courier needs to be scheduled. It has been OVER 6 WEEKS and each time I call West Elm I get told that a collection request has been sent to Wincanton (their delivery/collection agent) and each time I call Wincanton they say they never received a collection order from West Elm and therefore cannot come to collect items for return. As recently as yesterday I was told that DEFINITELY Wincanton will collect order today. Wincanton showed up on my doorstep but it was just another delivery (of a West Elm item that was missing on a prior order - never goes smoothly with WestElm) again they claim they have no instruction from West Elm to collect anything from me. So are customer service agents just lying through their teeth all the time?? I am now starting to think WestElm don’t actually offer returns and advertise this very falsely and misleadingly which probably should be looked at by the Authorities/Regulators. Because they clearly make it difficult/impossible to return an item. I am struggling to believe how in 2020 a company can get away with behaviours like this.Avoid this company at all costs, unless you want to be dealing with stress and frustration that I am going through right now....and have been going through for 6 weeks!"

"Purchased a couch end of June and store worker promised a beginning of August delivery date. Even got talked into getting the credit card so we could use the points. Well that worked out great as I have no couch nor points now. As August 1st approached the shipping date moved to mid August. When mid August arrived it moved to end of August. Long story short, now the delivery is estimated end of September. Whenever we call customer service they restate what I can already read online and can’t provide any more information. I’ve had a few blame it on Covid but from reading online reviews- these issues have been going on long long before covid. Have not had a sofa in our new apartment now for 4 months. What’s the point in paying 3k for a sofa you have to wait 4+ months to get? On top they don’t even update us on changes, we have to keep checking online. Absolute nightmare. Do yourself a favor and pay a bit more and go to another company or go cheaper where you can get your couch quicker. "