"I ordered a gift card on 11/25. I received a shipping confirmation on 11/27 with an estimated delivery date of 11/30. I was charged for the amount of the gift card on 11/27 as well. I finally decided I should call and check on things yesterday 12/7 since I still had not received the gift card I ordered. The first call, I sat on hold for 15 minutes just to have the call drop. I called back and this time I was on hold for 18 minutes. I did finally speak to a customer service representative. She reported the card as lost and told me it appeared it had never been delivered. Unfortunately there is no way to track it because it was mailed via USPS regular mail. She told me I should receive an email and she resubmitted the order. Fast forward to today. I still have not received any kind of email response so I decided to call again. This time, I literally sat on hold for 30 minutes before finally speaking to someone. This customer service representative told me that the order had been canceled and resubmitted but it could take up to 10 days before it is processed. That just won't work! This was a gift for someone. SOOO I asked her to just cancel the order and credit me back for the amount I spent. She could not process my request. She had to input it into the system and she said the "gift card" department would do it. At this point I have no earthly idea if I will ever get the money back I spent on this gift card. I will never do business with West Elm again. It's a shame because their store and products are nice but with such horrible online service, it's just not worth the hassle for me."

"I bought a Kasbah "100% wool" rug from West Elm. I was specifically looking for 100% wool rug. I looked at it in my local store and ended up purchasing it online for a better price. I rolled it out, examined it, liked it, placed my furniture and discarded all the packing materials. Now am looking at the tag that came on the rug with care instructions and the fiber content is listed as 44% wool, 42% cotton, 12% polyester and 2% other fibers. I contacted customer service and after a very long wait, I was curtly informed that the fiber content was indeed 100% wool and "sometimes these things happen". There was no apology for clearly making one false statement or any mention about resolving the discrepancy for future customers leaving me still feeling uncertain about the actual fiber content and feeling duped. I will not be shopping at West Elm again."

"Worst customer experience. Long telephone delays, staff are unhelpful and constantly say matter is escalated. Clearly no escalation given I have to constantly follow up with them!! 

Will never buy from them, can't deal with this lack of competence - call centre in usa and has been the worst call centre service I have experienced!"

"I ordered over $4000 worth of furniture pieces from West Elm in Brooklyn on April 4, 2017 and I am still waiting to receive an item from this order over 6 months later.

There were so many issues with this order.

1. Mid Century Office Chair in Stone in Twill

I ordered a Mid-Century Office Chair in Stone in Twill. At the time I ordered it, this item was supposed readily available for delivery via UPS and was stated with an estimated delivery date of April 12, 2017. Well, I never received a tracking number after over a month had gone past not hearing from West Elm, I called them and was told that the chair was available for delivery, but had some how magically be misplaced and they had to reorder and resend the chair to me.

2. I ordered:
- Henry 76" sofa (delivered fine)
- 2 Henry armchairs (delivered fine)
- Mid Century Mini Desk (delivered fine)
- Hayes Media Console (originally delivered damaged and was replaced)
- Shadow Box Coffee Table (still have not received as of 10:59 am on October 25, 2017.

All totaled, I spent over $4300 in this one order.

3. Shadow Box Coffee Table

Initially this item was supposed to be delivered on July 3, 2017 with the other items mentioned above in #2. However, I received a call from the fulfillment department stating that the item arrived to them damaged and they would issue a replacement. I NEVER HEARD FROM WEST ELM after this. Fast forward 1.5 months to August 22 from July 3rd and I still hadn't heard anything. I had to call them to see what happened with my order. I spoke with a Furniture associate and she told me that the warehouse made a note to follow up on the order, but "NO FURTHER ACTION WAS TAKEN." However, in a screen that she had access to, it stated that the item was delivered. Also, on their website in my order profile, it said the item was delivered, when it had never left the warehouse. She stated that first the delivery hub in Cranberry, NJ would have to prove that they delivered the coffee table before she could initiate a replacement. She also stated that she sent an email to Las Vegas furniture. She claimed that an answer would be received from the delivery hub within 24 hours and that if there wasn't any issues she would be able to initiate a replacement order for the coffee table. I didn't hear anything in 8 days, so I called them again on August 30 and spoke to another person who said the delivery hub confirmed that the coffee table was not delivered, but the replacement ordered hadn't been initiated, so she reordered the table and gave me a new order number and it would take 4-6 weeks before the table would be ready for delivery. This item was supposed to be ready to schedule delivery by no later than October 12, but I preemptively called West Elm on October 5 because I was going to be out of the country during the time the item was scheduled to be ready for delivery and I wanted them to call my mom when the item was ready so that the delivery could be scheduled. This time, I spoke to a man and he told me the table was in fulfillment at the vendor and was set to be delivered to the Cranberry hub on October 6 and that after it arrived in the hub, it would be scheduled for delivery. Well October 6 rolled past and a left on October 8 for my vacation. When I got back on October 15, my mom had not heard from West Elm and neither had I, so I called West Elm furniture on October 17 to see what the status was of the table. It was found in the delivery hub and I was given several dates to choose from. Since I was leaving for another trip on October 26th and the only date they provided that would work for my mom and I, I scheduled the delivery for today, October 25. I was told that the day before the delivery (October 24) I would be notified of the delivery window. Well, October 24 rolled past and I heard NOTHING from West Elm. I had to call them this morning, October 25 to find out that my delivery window was 10:30 am to 12:30 pm (NOTE: I was on said call at 10:28 am this morning). Over 6.5 months to get a table and I honestly don't believe that this table will ever be delivered.

DO NOT ORDER ONLINE ONLY FURNITURE
DO NOT ORDER SPECIAL ORDER FURNITURE
DO NOT ORDER FURNITURE PERIOD FROM WEST ELM

FYI, this is not indicative of online only either. I worked part time at a West Elm store and the sh*t happened whether an order was being delivered through the store or through the website online.
"

"The price of the quilt I ordered went down over 50% in just two weeks and they wont credit me back anything. On top of that they make most sale items final sale to trap you!"

"The chairs needed assembly but they arrived quickly and in perfect condition. Thank you"

"Ordered a table with chairs:
- on site said items would ship the following week
- on checkout said items would ship the following month
- checking the status manually two days later and the site said shipping next year (4 months later)

Previous order of a quilt:
- mentioned it would ship within 4 weeks
- manually checked order on date it was to be shipped and found the order was cancelled by west elm.


Pro tips:
1 - send order status emails or texts
2 - let people know where their orders are"

"I sent the following email to West Elm. It details all of the difficulties that I had while trying to order a couch. Two days later and they have not responded to my email.
I placed an order with a gift card for a couch on September 1st. This order was given the "white glove service" which allowed for a scheduled delivery.
September 6 was sent an email that delivery was ready to be scheduled.
Couch was delivered on September 14th. The man delivering the couch was unable to fit it up the stairs in the package. He said that West Elm could not take the couch back if we took off the packaging which would allow the cushions to come off and possibly allow the couch up the stairs. I had ordered the couch with a gift card. I was told that in order to reorder the couch to a service that would cut the couch, I had to wait 7-10 business days for a new gift card to be delivered, rather than applying the credit to my account.
On October 3rd my husband called to check the status of the gift card. We had spoken to the service that was going to be cutting the couch and had scheduled a tentative date, so we were hoping to know exactly when we could place the order and receive the couch. We were told that the gift card still had not been processed or mailed, but that we could apply the credit to reorder the couch, which is what we had requested originally and were denied. In speaking with Debra M Roy, she informed my husband that the couch needed to be delivered straight to a non-West Elm location and could not be picked up by the company that cuts the couch (a "rule" that was directly contrary to what the company cutting our couch has traditionally done with West Elm, that being picking up the couch at the warehouse). As we needed to confirm and obtain an address for the couch to be sent, Debra provided my husband her email address to let her know if we wanted to apply the credit and reorder the couch.
The next day, on October 4th my husband emailed Debra M Roy with the address and asked a question about the pick up and delivery. When he did not hear back, he emailed for a second time the following day on October 5th to obtain confirmation. On October 8th, he emailed for a third time and still got no response.
On October 10th, I spent 23 minutes on the phone with West Elm. I do not know what customer service representative I spoke to. Because I had been having so much difficulty with the ordering process, I asked to be connected to a manager to ensure that the order went through and I would have confirmation. The manager I spoke to was Mitchell from the leadership team. He assured me that he would now be overseeing the order and that the couch would be delivered on October 17th to Melo and Sons, the service that I had hired to cut the couch.
At 6:47 PM on October 14th, I received an email saying that I needed to call the delivery team at West Elm to schedule a delivery between October 23rd to November 6th. I called West Elm and asked to speak with the person who was supposedly overseeing the order. I was told that I could not speak to Mitchell and instead was connected to Justin, another person on the leadership team. He told me that he was unable to give me an estimated delivery because the warehouse that does the deliveries was closed. He told me that he would call the original manager (who was working at the time) and request a call back immediately. He also told me that if Justin did not follow up with me, he would call me first thing in the morning with a status update on my order. This was important as I had originally scheduled a cutting to be done on the 17th. I did not receive a call.
I called West Elm today, October 16th at 5:09 and asked to speak with one of the two managers that I spoken to previously, as I were told that they had been noted in the customer notes. After waiting for 16 minutes on hold, I was disconnected. I had a scheduled call at 5:30 so I was unable to call back immediately after. When I called again at 6:12, I spoke with Penny from Customer Service. At the time, I did not know the names of the managers to whom I had previosuly spoken. I asked for their first names, and Penny refused to give them to me stating that she would get another manager on the line. At that time, I very much regretted not writing down exactly who I spoke to.
After the 25 minutes, I was connected to Jessica from the leadership team. She said that the delivery warehouse was closed so she was unable to check the status of my order but that it would definitely not be delivered on the originally quoted date of October 17th. She provided the managers first names, but would not give me an email for Mitchell or Justin or even send me an email to confirm that we had spoken. She told me that she could not let me speak to them because they were on other service calls. She told me that she sent Justin an urgent email to call me.
It is now over an hour later and neither manager has called me. "

"Ordered the Valencia 3 piece sofa and when the sofa came the delivered the incorrect chaise. Spoke to customer service and they issued a replacement chaise for 3 weeks later. When that delivery arrived it was AGAIN the incorrect chaise. Went through the whole process with customer service again and another 3 weeks passed only to have the same incorrect chaise delivered again. 3 times in a row (not to mention all the waiting time in between each incorrect delivery). Set up for a 4th attempt only for them to then contact me saying the correct chaise is now no longer available (even though it is still on their website) and have now spent the past 2 weeks trying to ahold of someone, anyone, who can help with resolve the matter only to be met with silence and boilerplate emails. Cannot believe this is how they do business. "

"Dropped 2k on a dining table from here like a fool after one of my designer friends recommended the place for a media console. When it arrived it looked like the photo (online only furniture) but the supposed 3.9 inch wood blocks were actually 3.9" x 0.1" surrounding what appears to be particle board? To make matters worse they didn't even bother to put layers of particle board so while it claims 3.9" the actual table depth after a 1.5" lip is only 0.75"

Really shameful

Can't believe that I paid this much for something that sounds like a hollow drum when you put a cup on it.

https://www.westelm.com/m/products/rustic-patina-dining-table-h1691/"

"Went to West elm to buy a home office. They did not have the items in store but promised shipping in 3-4 business days.

I paid and went home looking forward to the receiving the items.

Then today (Sep 28th) one of three items arrived, a couple of days, later than the email confirmation I received said, the other items still listed the delivery date as of Sep 27th so I called Westelm and lo and behold, the information given to me by the store and email (of which I have copies) where wrong, the shipping would take 2-3 week.

I requested to speak to a supervisor whom was one of the most arrogant person I have spoken to, telling me that since I ordered online I had agreed to the shipping method? I went on to explain that was not the case and that I had purchased everything in the store. He then said that this did not match his information, basically calling me a liar.

DO NOT buy anything at Westelm, this is by far the worst company I shopped with ever."

"I ordered 4 pieces living room furniture on March 7th, 2017. Sales representative assured me they would arrive within 8 weeks and I received first shipment on June 2nd with one piece missing. It took me several phone calls to push them to understand what happened to missing piece. First they asked me if I may cancelled the order, by the way it was a non-returnable since they were custom order, but still she asked me if I cancel my order, then they said it takes 4-5 days to reach out to their local warehouse hub and asked me to wait, then they said the piece was lost amd cannot be located. They said they could refund the money of that piece or reorder. Whem they deliver the other 3 pieces I realized that one of the items has defects so I wanted a replacement for that one. They reordered the missing one and put a new order for replacement if the defective one and told me it would take another 8-10 weeks and provided me a delivery date of August 23. No one followed up or call me on August 23rd and I sent an email asking the status of my furnitures. One representative said they are still on the way the other said they are at the hub and these replies were written on the same day. In the meantime while they were trying to figure out if my furnitures were delivered or on the way, the local warehouse hub called me for delivery. They came for delivery on September 12th but with only one piece... They said they dont have further information about a second piece. Then I had to reach out to customer service again asking for my other piece and the lady on the phone told me I was refunded for one piece in June??? They issued $600 to me in June; $300 was for shipping which was later than promised and the other $300 was for white glove where they lost my furniture!! and the lady was telling me I was issued $600 for my missing recliner ( ooh by the way in my order its pretty accurate that I paid $700+tax for each recliner). Then I had to tell the whole story to make them understand there was no refund and she found out my other piece was at Local hub. She provided me the number for the hub? and asked me to call them and schedule my delivery. Why am I supposed to call a warehouse, wouldnt they make sure I recieve my order completely??? By the way I am trying to reach the hub and no one answers the phone, I am trying to reach out to West elm service line no one answers. I am tired of following up people and my order and its been almost 7 months. I paid all of my purchase at once on March 7th and they are financing my money while they havent delivered the goods. I clearly asked a proper representative to contact me and clean this mess up but everytime someone calls they made it worse since they dont even look up whats wrong with the customer before calling!! Never ever order anything!!!
"

"We ordered patio furniture In May. West elm scheduled delivery for 3 weeks later. It's now 2 months, still no furniture, we now understand some items are discontinued an wont arrive at all. I've called 7 times to customer service, and now our entire order is canceled. Buyer beware horrible company, horrible customer service. "

"This is our 4th week we placed an order, had to call 7 times already, because it is passed their "estimated delivery date" They will hang up on you or saying they will transfer WHILE YOU'RE TALKING (4 agents did that, Balory was the worst) saying customer department can't see any delivery details, and will transfer you to a LALALAND that never picks up the phone. They will give you a different story too each time you call (even though it was 15 minnutes span) 1. all the parts are not in 2. it's in the warehouse, you need to call the warehouse to schedule your delivery 3. it's ready for delivery = but all 3 led to "Let me get transfer you to a furniture department" and after the 30 minutes of wait, you get hung up on.

I am put on hold for the 4th time this morning, and I know for sure i will get hung up on after 30minutes of wait. I don't know what to do anymore. What a joke. I can't believe they call themselves a furniture company."

"They advertise sale prices. But will not sell the item for the advertised price. They add a "white glove" delivery charge. You cannot pick item up in store for advertised price. Then at check out they add Another 10%. FALSE ADVERTISING!"