"This is the worst company. They don't do anything they promise. You can't cancel once you order. BEWARE. Don't order from them as they are thieves. I submitted a return, and they didn't even give me back what i paid for. I called to cancel 5 days before it shipped and tried to cancel. Several customer service reps promised full return, but in the end they didn't even return what i paid for it or the tax. I believe this illegal. "

"I have been a loyal customer of West Elm for over ten years. Since Covid, my husband and I decided to purchase a couch online and have been very excited about tracking the progress of the custom building of the couch and receipt. I ordered the couch on July 18th and it was expected to be delivered two/ two and a half months later. Since then, he and I have been tracking the progress. It is now August 26th and the couch hasn't even begun to be constructed. When reaching out to customer service I got no specific responses, just a general "everything is as it should be" type answers. Today, we see our delivery time has been extended into late October. I can't begin to express the frustration when customer service responds to this by telling me that all order delivery dates are not guarantees and are estimates, dependent upon the manufacturer. Who knows when I'm going to get this couch. I have been told I can't cancel my order even though they can't tell me exactly what the hold-up is or the fact that they haven't even begun to build the couch yet. I will never give West Elm business ever again. This is not how business is done. When I called customer service the representative told me that she could only offer me the tracking information that I already had. This is completely ridiculous. If there were an option for no stars, I'd give it because that is what they deserve. I have gotten a lot of emails with fluffy language in response to my concern. Instead, I would much appreciate action. West Elm, please do not respond to this with another, "I'm sorry..." it just makes things worse."

"Today was my first ever experience with West Elm and it was the worst to say the least. I wish I could give zero stars. Today I traveled 40min to explore the Boulder location with family and after entering, a designer (not even manager), Anastasiya, stops us and confusingly says that they MIGHT be at capacity. OK, might have or are at capacity? After repeated attempts to ask her what there capacity number is she says “8” which was the number of members in my family. It was clear she did not know the number or did not want to reveal the limitations because the store may have had, at most, 10 customers. Their automated system clearly states 35 people as a capacity maximum. During an effort to ask what their capacity is she asked for our children to exit the store and said “the children take the number over the top, can someone stay with them outside”. She was only concerned with the children which were 3 small ones ages 4, 6, 7. While she refused to let the children enter she was willing to let other customers walk in without a hassle while “being at capacity”. Nobody was at the door counting exiting or entering customers after the children had to stand outside. She was rude, disrespectful, unprofessional, and I felt as if she discriminated against children. It was SHOCKING and I will never shop with West Elm. The only reason we even had to visit this location is because my sister already purchased a couch from West Elm which was delivered TWICE to their home DAMAGED so they had to pick another fabric."

"Purchased 4 Classic Cafe Dining Chairs. They look great and are sturdy enough to sit in, but the finish on the back chips off at the *slightest* bump.

I would not recommend or purchase again."

"I bought a monogrammed passport folder with a delivery guarantee of 12/24. On 12/23 I asked where it is (no tracking #) and was told they were behind in posting tracking #s, but the thing was definitely shipped. No delivery 12/24 left me embarrassed to give a picture of the folder as a gift on Christmas. I checked the status on christmas, and the delivery estimate NOW shows 12/30 - 1/1. I called to cancel and of course they “can’t do that” (something they say a lot) because it’s monogrammed. I asked how they will make good - was told when the item is received they’ll give me a GIFT CARD for 50% ... as if I’d ever want to buy anything from them again. “What if it doesn’t arrive,” I asked. “Oh, it will for sure” was the answer. Stay tuned for 12/30-1/1. RIDICULOUS COMPANY - STAY AWAY."

"I ordered a $4,000 sectional. Waited 12 weeks for it to ship. When it came, half of the sectional was THE WRONG COLOR. Half was the correct Taupe color, the other half was NAVY BLUE. Not even close..how could they mess up a custom order like this? After 2 weeks of phone tag and waiting, this was their solution: they will send me the other half of the couch but it won't be ready for 4 MORE MONTHS.

Insane. I was finally contacted by a nice person yesterday offering to give me a full refund or a $300 west elm gift card. We'll see what happens...

After reading online, I'm seeing that this is a common problem that they deliver the wrong color custom furniture. How is this company still in business?

ONE redeeming factor - the people who work at the west elm store fronts are amazing!! I had such a fun time with the sales person and it was one of my favorite shopping experiences. It **** that the rest of their manufacturing and delivery departments are so terrible."

"They have the worst rating globally across the internet and this is why:

Original order came.
o Legs did not match.
o The sectional is not the distressed Velvet mineral gray, but instead a green color when compared to the correct color of the ottoman. (See photo Exhibit 1a)
o The corner piece sat lower than the rest of the sectional. (See photo Exhibit 1b.)

Second order.
o Refused the delivery since the color was still off. Delivery team also took pictures for their records.

Third order.
o Cancelled over the phone since CSR (recommended to refund the order and reorder in a different color. (Dove performance gray)

Fourth order.
o 4th order was delivered. Sectional did not come in performance grey, but instead the SAME color that was previously ordered despite of refunding the third order and reordering in the Dove performance gray. (See photo Exhibit 1c for color and texture difference.)
o Ottoman has not arrived. Still have had no updates. Going on four days now.
• I added up all my call logs and have had over 25 phone calls with West Elm. Some were dropped calls after being on hold.
• I added up my call hours too. I have spent approximately 26 hours on the phone in total trying to resolve this in the span of almost 9 months. One of those calls being almost 4 hours. (See photo Exhibit 1d) That's almost 1 year that I have dedicated to this chaos.
• Promises of call backs from CSR's and even Managers, apologies of getting the order wrong, being assured it will be corrected.
• Asked for a discount for all my troubles, but was simply told "no" on the phone.
• Went to social media to escalate my issues and it was only then, that West Elm actually contacted me.
• Was told a few days ago
• As a former 5 year employee for Williams Sonoma and experiencing world class customer service first hand, this has been a very disappointing experience.
• Update, they just charged my credit card $602.40 and I have no idea why
"

"Ordered gift in July. Assumed it was delivered. Got an email in November saying it was on backorder til December. Just communicating this now. !!!!!I am so embarrassed! I had no idea my gift was not delivered. I called and experienced
HORRIBLE customer service. Stay away from this company "

"I have ordered 2 sets of sheets from West Elm. The first set, the queen top sheet was cut wrong and was very short. I didn't realize it for a year (only used them in the summer). Ordered another set that was on sale. The top sheet was shorter than listed online. My husband is 6'4" and the sheets don't stay on the bed if they are shorter than 105". I returned the second set but they would only issue me a gift card, which is useless to me. I didn't realize the sheets were considered a final sale and could not be returned for a refund. I don't think they care about customer satisfaction. No one called back after my first inquiry so I had to call again to find out what had happened. "

"They don't match the prices even if your items price goes down couple days after purchase. I was told by their costumer service I can return my huge sectional and order a new one if I want it for lower price. If they say it will take a couple weeks to deliver be ready to wait for at least a month, because things mysteriously goes on backorder right after purchase. Calling, emailing or leaving a feedback on their website for customer service is useless, they didn't even bother to get back to me. And talking about quality it doesn't worth the high prices they are charging. I will never buy from them again!"

"Four days after ordering a rug the price went down by $69. I called for a price adjustment and they said they'd request a gift card for the amount. I wanted an actual refund and was told I couldn't get one. Then I said I'd cancel the item. I was told I couldn't do that either. It was an item that was in stock and had not yet been shippped. I was on hold for 1 hour and 10 minutes waiting for a supervisor to get an actual refund. I hung up.

I love the look of the furniture, but cannot stand to deal with the company. This was my third issue with customer service. No more for me."

"I have never had such a dreadful quality and customer-service experience in my life than I have had at West Elm. The sofa I ordered literally started coming apart in under a year of purchasing it (I believe they recalled it, eventually). I returned it. I was told I would get a refund. It has been nine months that I have been struggling to get a refund for that sofa. New human beings come into the world in the time it's taken West Elm to be an epic fail on giving me my money back. I've spent hours on the phones with a variety of customer service agents, who are, to be honest, very friendly; however, they're incompetent. No refund via my credit card, as promised. No refund via check, as promised. Nothing. They gave me the run-around and have, at this point, stolen my money. I would absolutely NOT recommend West Elm.
"

"I ordered a Headboard for my queen bed online, worst mistake ever. The Headboard arrived one month after but it was missing one integral part, the legs. After many frustrating hours on the phone and on hold and lied to with various West Elm customer service reps, they told me I’ll get the missing part in April 2019. Surprise, that replacement missing part arrived but it was not the correct one. Then, I called back and someone from West Elm was supposed to be reaching out since I was told West Elm would be sending someone to my house to bring the correct legs but I didn’t receive any follow up calls or emails.
After waiting for two weeks for someone to contact me, I finally decided to call “customer service” again and after I requested to speak with a supervisor, I was put on hold for over 45 mins, and for my surprise("

"West Elm Customer Service is nothing short of a disaster. I ordered a custom-made sofa. The sleeper sofa portion of the furniture did not work after one-time use.

I am now several hours into calling West Elm, sending them photos as requested, getting cutoff, lost in their maze of holding queues. Getting to a manager is nearly impossible. They quote response time of 10 days to even address a problem. Do not buy from this company unless you are willing to deal with their total disrespect and incompetency."

"Where do I begin!!! First of all I made a purchase in early February and still have not received any items.. ordered 3 pieces of furniture by the way.
I’m getting billed for items that were suppose to be delivered a month ago but it’s on back ordered til JUNE!! Now they want money with no furniture being delivered and they will be charging interest because I’m not paying . I’ve called numerous times in regards to my order and the right hand doesn’t know what the left hand is doing.. they keep passing the buck. Oh also I must mention while purchasing my items in the store it was the price. In the meantime a month later everything was 40% off. I called to find out I would like the difference in the price because since I don’t have the items I think I’m entitled to have a difference. They refused every which way not to give me the difference because he said that’s not the policy . This store is the worst.. I said I will cancel and they said it’s too late it’s already been charged to your account. Again worst company to deal with. Never again and I will definitely take this to all social media about how this store is.. awful..and I’m putting it nicely..
"