"I ordered and received 2 curtain rods however was charged for 4 rods on my credit card. When I contacted customer service I was told no problem but it would take a couple of weeks. I didn't receive my refund so I contacted them again and was told just a little longer so I waited. Still no refund so I contacted them again and I was told I needed to dispute with my credit card. They took money from me for something I didn't buy or receive and i have to fight with them to get my money back. Horrible company..."

"Westport CT store has no knowledge of product. Given swatch selection that don'y apply. Ordered recliner 12/30/2018 thru trade services. Charged 3X for recliner. Called to inquire & told order was cancelled, yet putting charge on my card. Had order confirmation, was never sent any cancellation notice. But have TONS of their emails littering my inbox. After 3 days of speaking w/ associates & requested to speak w-manager, Christine" no call back and no closer to resolving issue. Bought recliner to replace old one that is now gone. West Elm ****, and their customer service is non-existence. They do not care. At all! Shop elsewhere! Anywhere, even flea market better than these clowns."

"Waiting 6 mos for a chair that was missing upon delivery!! Despite hours of phone calls, waiting on hold,confusion, promises of call backs, I’m still chasing it. I had to hang up after 38 minutes on hold and need to find a half day I’m free to devote to trying again. I have NEVER written a review before but feel compelled. Don’t order from west elm!!"

"When I order an item online, I expect updates. West Elm DID NOT send me one. Tracking the item it said "in process". What does that mean? One customer representative said she would look into it. The next day I called and the rep said it was " in fulfillment". I order items online all the time and have never heard that one! Finally the rep said it was out of stock. What????
How am I suppose to know that? Telekinesis? I'm **** off and think a business like West Elm is disgraceful. The rep was decent.
"

"I placed an order on October 14th thinking I had plenty of time to get my items before Christmas. The items listed mentioned nothing about the items being on a back order. Customer Service told me that I should get my items on December 20th, but I’ve lost confidence in their delivery time. I will not be ordering anything from them in the future."

"We ordered a sofa and chair two months ago. Our delivery date came and went with no delivery and no communication. When we called, we were told that an error had occurred in their paperwork and that we needed to call the delivery company to reschedule our delivery. We would've never known this or had anything communicated to us had we not called. We were told by delivery company that next available delivery would be in one month. We were naturally pretty put off by this so we called West Elm customer service and is always the case with them, we waited on hold for at least 15-20 minutes per call and then were transferred back and forth to different representatives. Each time we'd have to explain the whole situation over again and would be placed on hold for long periods of time while these people wasted our time doing who knows what. We demanded a refund on shipping and were told that we would indeed get that refund. It was the very least they could do. However, I still have yet to receive that refund. Then we asked shipping company to please deliver in the afternoon because we had no way of being home during the week for a morning delivery. So of course they called the day before scheduled Friday delivery and said the only time they could deliver was between 9-11AM, when both my wife and I were working. When we said we couldn't be there during that time, they told us they couldn't guarantee when or if(!!!) the delivery could be rescheduled but that it'd be at least another month. At this point, we were completely done with West Elm and cancelled the delivery, demanding a full refund. We were told on 9/20 that our full refund was "confirmed" and yet here it is 10/1 and we still have not received our refund. I just called AGAIN and spent 20 minutes on hold, only to be hung up on as soon as the hold music stopped and the line rang. Called back, and of course another twenty minutes later finally got someone on the line. I demanded to speak with a supervisor and refused to be put on hold. So the woman placed me on "elevated" status and said instead of holding, she'd have a supervisor call me back. Still waiting for that cal...I cannot fathom how ridiculously bad this whole experience has been. Total incompetence. I just want my refund so I can hopefully forget I ever made the mistake of ordering anything from by far the worst, most inept, bungling company I've ever had the misfortune of dealing with."

"Order # 382073622195
The review is for the online westelm.com
The MOST incompetent and RIDICULOUS customer service.No respect for the customer and disorganized communication.Original order in July.Furniture had scratches, not OK if you are spending this amount of money.Did not accept delivery and requested a replacement of the furniture.After 3 weeks and multiple calls, I was informed that they made a mistake and they had issued 2 gift cards instead.I only received 1 gift card.I made at list 10 calls explaining that they have issued a $2000 gift card with my money, without my knowledge and that I NEVER received it.I requested to have the $2000 gift card VOIDED. One month plus later and around 20 calls, NO VOIDING of the non-delivered gift card and West Elm still requests that if I want a furniture replacement to go ahead and use the gift cards. The gift cards that I NEVER RECEIVED in full. You have STOLEN my $2000.Why would you issue 2 separate gift cards on the first place? DO NOT order anything from them."

"I purchased a furniture sectional in May 2018, which was supposed to take 4-6 weeks. I had to call multiple times over the next several months to determine where my furniture was. Three and half months latter, on the day of delivery, I received a call that a piece was missing and they didn't know where it was. Yet I was charged for it. I then had to call for another two weeks with long wait times, people hanging up on me, was told if transferred to a supervisor, she wouldn't even bother picking up. Each time I was told someone would call me back within 24 hours and no one ever did. I finally received confirmation that the missing piece is coming the end of October. I have absolutely no faith in this. This has been by far the worst customer experience I have ever received. DO NOT BUY FROM WEST ELM!"

"Attention! It is very rude and horrible service. The delivery representative hung up the phone while I was talking to her and had no clue and didn’t want to listen it. It was about COI and delivery matter. So I called Customer Service and they are same thing. I still couldn’t solve the problem even though I spent an hour to wait to talk to them. What a dumb and rude. They sold furniture and never care customer."

"I have had multiple bad experiences with West Elm customer service. First, they charged my West Elm credit card incorrectly for a rug and table I purchased. I spent countless hours on the phone getting it corrected. Second, I made a return in store. The store associated reassured me that the return would go back on my credit card. It never did. I had made the purchase using Reward Dollars, but I was never told that I would not get anything for returns. I would have never returned anything if I had been told the correct information! Customer service would not do anything to remedy the situation, even though it was their store associate that had given me incorrect information. At the very least, they should have given me the items back or given me merchandise credit. I am extremely disappointed in the quality of customer service. I have cancelled my credit card with West Elm and will never shop there again."

"I ordered the king Belgium linen bedding set less than a year ago and the elastic blew out already. I didnt over wash them and wasnt hard on them. Paying $500 for the whole set for them to say they cant exchange just the fitted sheet not even a year later is absolutely ridiculous. Needless to say that will be my last west elm purchase. "

"...and how are they still in business? Ordered over $3k of furniture in the middle of May for a new house we were moving into in the end of June. It is past the mid point of July and we still do not have any of our order yet. Been given the run around several times along with sitting on hold for over an hour several times now (one time we were on hold for over 2 hours). Still no furniture nor confirmation on when we will get it. When we try to cancel we get denied on our request since materials were ordered. We could have gone to any other furniture retailer and would have had our items by now. Right now we are over 2 months from the initial order and have no idea when our furniture will be ready or delivered. Bottom line - don't order furniture from West Elm. Just don't. If it is an in store purchase you will be taking home that day - great, but if it is anything you have to order go elsewhere. Right now I have a finished house with an already updated kitchen, painted walls, other items that involved contractors and scheduling, but no furniture. If I had the $3k back already we would have gone elsewhere by now.

Update: Received notification yesterday that they have lost one of the sofas in transit. It has gone from horrible to embarrassingly comical how **** poor this process is set up. One thing we learned - West Elm / William Sonoma will never see another cent from us. I have already steered a couple people away from making large furniture purchases from this company."

"West Elm - 2 (Al Capone Style), Customer - 0

Nothing short of criminal on part two of West Elm Review. (The first was regarding their inadequacy on scheduling, delivery, and customer service.) Up-to-date, we will be looking at reporting West Elm to the Better Business Bureau after our recent visit to the Phoenix store, realizing we’ve virtually been swindled out of THOUSOUNDS of dollars by West Elm. Here’s the skinny:

• We made a large 16-piece furniture order on July 1st – we were able to put 1/3 of the purchase on our West Elm Credit Card (we signed up for the points), and since we met our maximum on the card, we paid for almost 2/3 on my personal debit card (signing up for Key Rewards also). This is called a “split order,” because we did one large order, under one bulk $250 shipping fee, and split the order between two different cards.

• Come to find out, the part we paid out with my debit card went towards a “gift card” without my knowledge. Let’s clarify this again—I paid by phone, and was buying furniture, not a gift card. The sales associate did NOT notify me that my purchase was transferred to a gift card during this time. His reasoning was to keep the order as one and save a second ($250) shipping fee.

• When we recently went to the store to return some of the chairs we had received on the order, we found out that 2/3 of our order had been purchased through this “gift card,” meaning we cannot get any real refunds. If you’re following this—it means that West Elm locked us into thousands of dollars to THEIR store without our knowledge or consent. Our money is essentially bound to the “gift card” we had no knowledge of purchasing. This is fraudulent.

• Not only did we find out our money was locked into a “gift card”, we also could not do a straight forward exchange on the chairs, our only option to get new chairs was to pay out of pocket again, despite all of the “rewards,” “points,” and event money we should have for an exchange. Here’s the breakdown:

EXCHANGE: West Elm doesn’t do exchanges, they credit the money back on whatever card you use, which takes a few days. In our case, they could not track where the money would actually go—to our West Elm credit card, or this mysterious “gift card” they implemented without consent. Nevertheless, the money we spent is unable to go back into my bank account thus far.

CREDT CARD “POINTS”: We were not completely informed that the “earn $25 for every $250 spent” comes in the form of coupons you receive in the mail. This means that you cannot go to West Elm and use the credit card to track and redeem your points. You have to go through ANOTHER hoop and receive these “reward dollars” in the mail. With our experience, they won’t ever come—trust me.

KEY REWARDS: We signed up for the Key Rewards the first day of July, and almost three weeks later, still no reward points/dollars. The sales associate said, “It can take up to 30-days, and knowing this company, it will take the full 30-days.”

So let’s review: We are unable to get a legitimate debit card/bank refund on the thousands of dollars we spent at West Elm, it is put on a gift card that can only be spent at West Elm. We cannot exchange any items, but have to wait for the funds to go back to either our W.E. credit card or “gift card” (which they are unsure where it will go). We cannot use our Credit Card Reward dollars because we have to look for those in the mail. We cannot use our Key Rewards dollars, because supposedly three-weeks is too soon for them to “kick-in.”

Overall, this is the WORSE experience I have ever had in purchasing anything, and the issues don’t’ seem to stop. We hope that no other customer has to go through this kind of experience at this corporate store again. I did have West Elm’s social media representative reach out and offer to be a point person, I have sent her an updated email, and will see if there is any resolve to this fraudulent issue. At this point, we will be sending back our order and starting again with a reputable local furniture company. Their furniture is awfully pretty, but it’s not worth the time and energy I have spent trying not to get screwed at every turn. My solid advice: turn away from this store and run.
"

"After get our 4th defective table (extension didn’t line up with rest of table ) 5 months after original order we were told they wouldn’t even try to replace the last one. The absolute worse customer service and product quality I have ever experienced. "

"This is a completely awful company to deal with, if you need a delivery in new york. Of course new york city comes with its unique set of rules, about building hours and insurance requirements. They will promise to work with you on this, take your money and then completely ignore all of your building rules. I was particularly lucky- they double billed me for shipping, and now they wont work with me on a delivery day. So now I am owed money AND my furniture. I smell a credit card dispute brewing..."