"Ordered two separate pieces of furniture, both arrived defective.

First piece ordered was a nice looking desk. Despite the various "quality inspection passed" stickers all over the unit, it arrived with very obvious defects to the bone adornments on the top surface, with some pieces protruding out of the surface.

Second piece was a coffee table. Despite the various "quality inspection passed" stickers all over the unit, it too arrived defective. One of the bolt anchors for the legs spun freely in the wood and offered no grip, rendering the unit unusable.

Returning furniture is a hassle. Their packaging materials are clumsy and not meant to be reused for returns, which is what they expect you to do. Despite having two bad experience sin a row with their merchandise, they offered no extra help in the pickup of the unit.

Save yourself some time, spend a little extra money, and buy quality furniture from Restoration Hardware or the like.

Avoid if you like quality."

"UPDATE TO MY PREVIOUS REVIEW:

So, these idiots are actually worse than I previously thought, which I really didn't think was possible. At the same time I placed the ridiculously painful order of the desk, I also ordered 2 bar stools. I was told they were on back order and would be available on May 28th. Ok, these things happen. We can wait a month. So today, 38 days later, I decide to call in to see how they have screwed up this one, which they seem to do with everything, and am being told it will be not another month, but two more months from now that I "might" receive them. So, something I was told would be around a month to deliver is now going to be over three months, and even then I am skeptical with their reputation. I actually talked to some people that work within the company or have in the past and was told "yeah, they completely have their heads up their a$$es". I was told they have no clue what is in stock, when things will arrive, etc.

In conclusion, if you want an awful, frustrating shopping experience, where they don't deliver what they sell you, and have no idea if or when your products you order will arrive, and if you enjoy being treated like cattle, then West Elm is definitely the store for you. I was so looking forward to getting the last items that would ever connect me to this group of imbeciles, but I guess I am going to have to wait another few months.

Never again, West Elm.


ORIGINAL REVIEW:

So, I have had about 4 miserable years of doing business with West Elm. They get things right about 15-20% of the time.

My most recent experience involved me calling the local store to see if a desk was in stock. They checked after a long hold, and said "yes, come on down to get it." I drove downtown, found parking and waited in line, only to be told "oops, we don't have it all." So, I complained, ordered the desk online with the manager that was 'in stock', waited 23 days for the delivery of my 'in stock' desk to find out the hardware wasn't included. I called about this to be told that the hardware is back-ordered and that I wouldn't get it for another 24 days. They offered me 10% off the order, which to me illustrates how little they care about their customers and how unwilling they are to rectify their mistakes.

I will never do any future business with West Elm and will go out of my way to tell people how painful their experiences are.

I have never seen a company so disorganized, incapable and unconcerned about their customers experiences. I recommend avoiding them at all costs."

"West Elm has lost another customer. The fabric by the yard in the Herringbone Print, Platinum Item #6915748 is advertised as "up the bolt" (meaning that the stripes run as long as you need them because they go in the same direction as the bolt is rolled).The fabric arrived, after an extreme delay, "railroaded" (meaning that the stripes go horizontally across the fabric and are limited by the width of the bolt).

I am completely fed up, because every time I call customer service to see if I received a faulty batch or if it is a case of false advertising, I am given the run-around and told to wait. Wait for what? For your company not to do anything some more? The fabric is sold through a vendor to which they have no direct line of communication.

Are you kidding me?!?!?! You have no knowledge and cannot communicate with the people making the products you sell? You have to wait for three tries to contact the vendor before involving a supervisor? Not to mention the fact that every time, someone assures that they will follow up with me and then my case falls into a black whole of nothingness until the next time I call.

I have spent literally hours with various customer service reps. I love the fabric, but it was overpriced anyway, and certainly not worth this headache. The product is bad and the customer service is worse. Oh, and did I mention that I am on a deadline with the seamstress.

Never again, WE, never again.Life is too short to deal with bad companies!!!!!!!!!!!!!!!!!!!!!!!!!!!"

" I have 2 issues here:
I ordered 2 nights stands and 1 dresser worth $2000

1. One of the nightstand that I ordered came damaged! So I called customer service, after being hold for 10 minutes somebody picked up the phone and said she was from sales so she transferred me to furniture department. Ok fine! After holding it for another 20 minutes someone came online and schedule the UPS pick up today and said we will get 1 nightstand in march. Extremely rude as if it was my fault that the piece came damaged. I told her to send me an email confirmation but she just verbally gave me the confimation number, no email confimation what so ever. So tomorrow if they decide not to send me a nightstand I have no paper work from them. When I said I also ordered a dresser, she said she will connect me to furniture department. HELLO! isnt nightstand and dresser both furniture? Do you love keeping customers on hold?

2. The dresser I had ordered kept getting back ordered, had placed the order in december and it was finally schedule to be delivered today and the in home delivery service contacted me yesterday evening saying they cannot deliver it today because some parts are missing. I cancelled my meetings to be present at home and now they cancelled the delivery last minute. I called the delivery service and the answer I got is "westelm didnt send them all the parts so yesterday while repackaging the box, they realized some parts are missing" After paying 100$ surcharge if this is the service I am getting, I am really not happy it.
They deal with so many agencies that they kept sending me to different services.
I am an interior designer myself, I will never suggest westelm to my customers, even after their products being so beautiful. Who will deal with the delays in the delivery? Nobody wants to take the responsibility. After paying a chunk of money on furniture and paying surcharge, really? IS it worth it? I dont think so!"

"I purchased three pieces of furniture in two separate online orders a few weeks ago and, in both cases, was charged S&H AND Delivery fees! Collectively, I paid close to $400 in fees on top of my furniture cost. Conversely, I ordered a piece of furniture at the store a week later, and paid $0 in fees. They waived the delivery and there was no S&H fee.

I called the online store to complain and was not given any relief on the fees. I was told there was nothing they could do about it. When asked to speak to a manager, they said they would take my number and a manager would call me back. Its been close to a week since I had that conversation and no one has called me back yet. When I called the online store back to ask why a manager had yet to contact me, they said the managers are overwhelmed with calls and it can take them 3-5 days to return a phone call. In my opinion, this is absolutely unacceptable customer service. All West Elm's competitors (EQ3, CB2, Crate & Barrel, etc.) while they may charge delivery, DO NOT charge an extra S&H fee!

And in addition to these exorbitant fees, West Elm's return policy is laughable. They have "online only" pieces of furniture that are non-returnable. How am I supposed to know if a sofa is comfortable if I can't sit on it? And to not be able to return it is, again, unacceptable.

Lastly, they do not honor sale prices for items purchased within 30 days. Another big faux pas in my eyes. I purchased a sofa, and two weeks later it was 20% off. When I called to ask to have the discount applied to my purchase (which by the way I haven't even received yet because its a 8-10 week delivery time), I was told that corporate decided back in November 2014 that they would no longer honor discounts on already purchased items, regardless of how recently they were purchased.

Needless to say, I will never purchase another item from West Elm again. And I will tell anyone who is considering a furniture purchase to stay away!"

"Worst online shopping experience ever with West Elm! Will absolutely not be doing business with them in the future! Issue #1: Ordered dining room chairs. They arrived damaged. Replacement set arrived damaged, as well. Long hold times to get West Elm to arrange pickup for damaged items. Required multiple calls, as UPS showed up thinking that they were only picking up one chair. Issue #2: Ordered bedding and not all items arrived as stated on packing slip. Issue #3: Ordered curtains that did not hang properly. West Elm customer service was horribly rude when I called to tell them about this issue. They sent a replacement set, and the curtain panels varied in length by 3 inches! Ridiculously cheap quality. "

"Absolutely horrible! We ordered a bed a couple of months ago and have yet to receive the all that we ordered. After waiting for over a month, they finally got around to set up a delivery date for our king sized bed, on the day it was due to be delivered the warehouse called and said they only had half of our box spring and asked if we wanted to wait. We had already had the old bed hauled away so that was not an option. We called customer service twice, on the second time after being on hold for ages, they said they would send us our box spring in 2 weeks. It's a month later and we've heard nothing. Here we are on hold again, we're at the 20 minute mark so far. Another funny thing is that the delivery guys bully you into signing a positive service survey at the time of delivery. They stand and watch you while you fill it out and sign it. "

"The website shipping times are inaccurate and my product did not ship in time for Christmas. I placed the order on 12/8 and the item was advertised to ship on 12/15. Customer service blamed the vendor, but when you are in retail, your supply-chain management is key to success. My Christmas shopping now has to start all over, after learning that my gift will not ship until February 2015, more than six weeks after Christmas. "

"I called customer service to locate a duvet locally to avoid the $14 shipping fees (really for a duvet??). I was informed they weren't available locally but they were available & $10 cheaper in the NY & Ca stores. Called and was hung up on, then informed (before checking) it wasn't available. Complained via email, received response that they WERE available from CS. Tried again to call, eventually caved in a week later and bought online. It went on sale the NEXT day for 20% off with free shipping. After 7 calls and extensive hold times, refused to honor the sale. I wouldn't shop her again if items were free. Ridiculous and terrible customer service."

" I ordered a Henry leather sofa on November 14th. It was supposed to arrive by November 21th.
Since then, I have been calling the customer service every day. Each time stayed on the phone for at least 30 minutes. No idea where the sofa is.
Today is December 10th and I just got off the phone with Kathy from the customer service department. I told her there has to be someone I could complain to find out where my order is at this point. Her answer was: there is no one. It’s out of my hand; even if you speak with my supervisor he will tell you the same thing. After waiting this long, I may have to cancel the order and go to Room and board next to the West Elm to buy another sofa.
"

"I got a great deal on a great product. It had a problem. They resolved the problem appropriately. I'm pleased with the value and the service."

"DO NOT BUY ANYTHING FROM WEST ELM! I brought some fur pillows from them and it doesn't not say anything on their website that it's fake fur. I brought the pillows thinking they were real but when I got them, the pillows were shedding like crazy. So I called customer service, and they told me that West Elm is known for not selling real fur from animals. This is false advertisement and they did nothing to correct that. I also chatted online with their customer service and she knew nothing of the product, please see the conversation below. DO NOT BUY ANYTHING from them, their products are terrible, and their customer service is worst.


Irene: Good morning.
Customer: is this real fur?
Irene: Yes this is Mongolian lambskin with fur, as the overview states.
Customer: really? because when i called and talked to customer service, they said you guys don't sell any real fur
Customer: and that west elm is known for that
Irene: Let me check further. I may be wrong.
Customer: .......
Customer: wow
Irene: Thank you for your patience, after checking I was wrong. It is not fur.
Customer: how come it doesn't say that on your website?
Customer: when i brought the pillows, i was misled
Irene: To be honest with you I do not know why it doesn't say that.
Customer: doesn't it count as false advertisement?
Customer: because i'm about to file complaints with rip off reports and BBB
Irene: The pillow is made of Mongolian lamb hair.
Customer: but you said it's not real
Irene: It's not fur it is hair.
Customer: so you are saying the hair is real?
Customer: the hair is mongolian lamb right? well it's also called mongolian lamb fur
Irene: I am just letting you know the pillow has mongolian lamb hair.
Customer: is the hair real?
Irene: The overview does not indicate that it is synthetic.
Customer: does that mean it's real hair?
Irene: It is sheered off the lamb. So it would be real.
Customer: how come your customer service tells me it is not real, and that west elm doesn't sell real fur/hair from animal
Irene: I can not answer for anyone else but for myself."

"Please do not ever buy a bed frame from this company ever! I am simply writing here to warn people of the horrible quality of the beds they sell. If you google west elm bed frames do not buy you will find more reviews stating the same through the years. I purchased a bed in late 2013 as a guest bed for my spare room. Since I have had the bed I have maybe had 4 guests stay in it over a 7 month time frame for a few days each time. When my last friend to stay over crawled into bed after a long flight to visit the center support broke in 3 places. So this bed maybe at max had 4 people sleep in it for a combine total of 20 days. My friend is rather small and if a tiny woman can shatter the frame of the bed ou would thing it is obviously a quality control issue. So I went down to my local west elm store in hopes to get a new replacement piece for the bed and I was rudely old I would have to buy a new one at full price. So I then decided to contact the west elm customer support and it was basically the same response although nicer they only offered me 20% off a new bed as a solution to my problem I would have to pay $50 for shipping so after everything buying a new bed through them would be the same as getting one at the store basically. I have been a long customer of west elm for years and have purchased quite a few things there. I will never support them again and will no longer recommend them to my friends and will be sure to tell people to stay away."

"I placed an order on Dec 8th for four items that were listed as in stock and available to ship immediately. The order was expected to arrive on the 17th, so I wouldn't need to expidite shipping. By the 15th, the order still hadn't shipped and customer service was unable to help me ensure that my order would arrive by the 17th (as was still indicated in their screens). Well, on the 16th, I received notice that the order shipped and would arrive on the 20th. Too late. I am extremely disappointed and most likely will not order from them online again. They should have shipped out a second order (or the original) overnight at their expense to meet their original arrival date window of 7-10 days."

"They suck. The furniture is attractive for the price, but when I went to order a bed online there were going to charge me $30" Delivery surcharge" + $21 Delivery + TAX, the whole thing was adding 30% to my purchase. When I called the rep to see if I could negotiate any of those fees they flat out said no. Then I proceeded to order, entered my credit card number and confirmed, only to be informed that the product would not ship for another 2 months!! WTF why are you advertising things that are not available and not inform me ahead of time. Now I've been on hold for over 20 min trying to cancel the order."