West Elm

I will never order anything from West Elm again. Which I am really bitter about because I like West Elm's products. But the customer service has been so incompetent and down right neglectful, that in the future I will take my business elsewhere. My story   Read full review...

 I would not shop here again

This Saturday my husband and I drove to your store in Oak Brook to pick up an item and was told we could order it in the store via your on-line service.  The associate who processed the order did not inform us of the 15% shipping charge until after the order was processed.  When we asked to cancel the order, we were told that we needed to wait until Monday to cancel the order.  I called later Saturday and was told that there was a good chance of cancelling the order because I'd called that day; if I would have waited, it would have probably been too late (the order would have shipped.)  It is clear that your representatives are either dishonest or don't know what they're doing.  I am/was a regular customer and am very dissatisfied with this experience.  I will be posting reviews on-line if my issue is not resolved.

 I would not shop here again

I found the site very easy to use.  Although buying furniture online makes me nervous, having the dimensions, colors, etc. makes me more comfortable.  I love my platform bad and end tables.  I found the prices to be reasonable.  I wasn't thrilled with the shipping charges, but not living near a store prevents me from picking it up.  I'd definitely buy from West Elm again.

 I would shop here again

I loved my experience with sales associates in the store but the company itself is disorganized. No one over the phone told me about "design dollars" I could have earned off my $3000 purchase until I walked in the store but the people in the store   Read full review...

 I would not shop here again

Let me start off by saying DON'T BUY ONLINE AT WEST ELM!! We bought a Lateral File Cabinet (color Black) from West Elm online store. The retail store does not carry all the colors so we had to get it online. It wasn't cheap and they charged us a shipping   Read full review...

 I would not shop here again

I've been shopping with them for years. They have a design element that isn't carried in a lot of stores. Pillow covers, drapery panels, decor items and rugs have all been great. I don't know if I would purchase furniture though. They seem to have a lot   Read full review...

 I would shop here again

I tried to buy a bed frame online at westelm.com and I should have known from that trying experience that it was going to get worse.  As I was trying to finalize my order, the screen froze and I got a message that I would need to call customer   Read full review...

 I would not shop here again

I own the scoop back bar stools in white and I am VERY dissappointed by the fact that the simple act of getting on and off the chair has caused scratches.  I wear jeans and the scratches are from the divits in pants or buttons on the back pockets.  It scratched the paint off.  You think they would use a marine grade quality paint.  When I e-mailed them they gave me their return policy and told me to use min wax on white chairs.  They clearly don't stand behind their products.

 I would not shop here again

Very slow delivery and poor tracking information available if ever.  Customer service rep. by phone doesn't often have any more information to offer you and if you email customer service, they don't respond.I placed an order on 1/2/09 for a set   Read full review...

 I would not shop here again

I ordered 4 curtain panels and when I received my order, it was incorrect.  They sent me pillow shams.  I called West Elm and the customer service rep ASSURED me they would be out to pick up the incorrect order and will send me out the curtains right away.  I called the day they were supposed to pick up and shockers - the woman never put the request through AND they don't even have the curtains in stock.  Can you believe this?  Anyway, I got some crappy apology but I will tell you what, I have had issues with them before this and I will NEVER EVER order from them again and neither should you!

 I would not shop here again

This company is the worst. I ordered window hardware which was supposed to be 28-48". It only worked for 40" and under. They did not even change their website after being told but continued to misrepresent themselves. I had purchased the chunky wall shelves - they fall apart. These are poorly made products and the company demonstrates poor customer service.

 I would not shop here again

We bought dining chairs from West Elm last year, and within months, the legs started wobbling. We kept tightening the screws for a few more months, and then the screws started getting stripped. When we finally took it to the store for a replacement, they said the chairs were no longer being sold and that we could not get a refund. When we complained about the poor quality of the product, they actually said that they discontinued that chair because of quality issues. !!! Now, they have a chair that looks exactly the same, which apparently is produced by a better manufacturer. However, even though I had a receipt for my purchase, they still would not replace the product because I had bought the discontinued, admittedly poorly manufactured, chairs. The only recourse they offered was $10 of store credit for each chair.

For all the effort they put into staging the photo shoots for the catalog and dressing up the stores, they do not put any effort into quality products or customer service. They frankly don't care. I imagine if they continue down this path, they will not be in business in the long run.

 I would not shop here again

On February 19, 2008 I placed my first ever order at West Elm. My husband and I were in need of a new headboard and bedside tables. I also ordered a comforter and some small block shelving. The day after ordering these items I received notification that   Read full review...

 I would not shop here again

West Elm is ridiculous! This is not to say that other, similar stores are not acting in the same ridiculous manner but West Elm is just the latest. I ordered sale items a few days ago and received the typical Order Confirmation. "Thank you for   Read full review...

 I would not shop here again

INCREDIBLY THE WORST CUSTOMER SERVICE imaginable! I've just been trying to return a damaged lamp, $130 on sale & I've been getting a major run around. I've had to call West Elm & UPS numerous times. I've spent a ridiculous amount of time on the phone   Read full review...

 I would not shop here again

The time had arrived for my husband and I to replace our dining table. Obtained three years ago from Ikea, it was full of unsightly scratches, dings, and gashes. The only problem was: I was fond of this particular table. I didn't want a different   Read full review...

 I would not shop here again

West Elm is great for small decorative items but should be avoided for furniture purchases. One reason is the quality of wood. If you ask what kind of wood a piece is made of, the only answer you will receive is, "an exotic asian hardwood." What does THAT mean? Second reason: The staff will caution you on nearly every furniture item that you either can't place a television or stereo on it, or that the legs will break off. If you want disposable furniture, go to IKEA...at least they are honest with what they are selling. West Elm furniture is cheap, but they sell it as if it's high-end. One final thing...what's up with them saying that you need to buy duplicate accessories because, "they're fashion colors and you'll never be able to find a replacement?" Gimme a break...

 I would not shop here again

Terrible quality. If you want to buy disposable furniture, this is the place for you. Within a couple months of delivery our two couches ($700 each), side table ($140), cabinet/console ($400), and lamp ($120) looked as if we had them and used them hard for 10 years. The wood on the console split across the top and the door fell off. The wood veneer on the side table began to bubble, crack and split. The lampshade suddenly fell apart and fell off the lamp. The shade and lamp were sold together so the entire lamp needed to be replaced. The upholstery on the couches had pilled and showed permanent imprints from where people sit. It took us 6 months to receive these pieces along with 2k of other pieces. Our order was "lost" twice. We called and called to have someone come pick up and replace the damaged items to no avail. We were told again and again it would be taken care of only to call again and have no record of our complaint. All sizzle, no steak.

 I would not shop here again

I usually don't like these furniture stores that specialize in cheaper, modern, laminate kinds of furniture. IKEA is one example, but West Elm, Crate and Barrel, etc. are others.

Nevertheless, we ordered a sofa from West Elm after another company got the order wrong and then tried to keep our money.

The sofa is great, the style is true to the picture, and the quality is better than I expected. The fabric is a little courser than I would've liked, there are some exposed threadlines that mmight wear away in the future, and the cushioning is soft (which makes me worry that it will crush over time.)

I plan to be careful with it so it will last a while. (I don't have kids and wouldn't expect it to handle them well.)

BUT, it doesn't creak, slope or bow. It feels substantial. Like I said, I expected garbage, but ended up with something pretty decent.

I'd recommend this if you're interested in something stylish and moderately put together, and if you are the type to take care of your things.

 I would shop here again

At first glance, West Elm looks great and reasonably priced. But then I started shopping around and realized the quality is not great and the price is only good on certain items. If you factor in all the delivery charges, the prices are terrible. Crate and Barrel and Room and Board (my favorite with better style than WE) have much better quality at a slightly higher price point (depending on the piece). Delivery for both of those companies is a flat fee of $69 and most furniture comes assembled, while West Elm is a complete rip-off because they charge by piece through UPS. For some pieces they have a "white glove" service where they put it together for you at a completely ridiculous price.

Assembly - The desk I ordered took me three hours to put together and I scratched it because the holes didn't fit properly.

On the plus side, customer service was great and easy to make returns. I returned some really bad bedroom furniture and got beautiful stuff at Room and Board for a couple hundred bucks more.



 I would not shop here again

Delivery was very fast, BUT due to a website glitch they sent 2 extra items and charged me for them even though I had deleted them from the shopping cart. It did not show up on the order verification, but showed up when I got the package. I tried to email a complaint and all I got was a form letter that wasn't helpful. So, now I have to pay to ship the items back to them or just keep them. I'm not too happy. I like some of the products I've bought from West Elm (recently some nice little metal and mirrored boxes) which are reasonably priced. Other times, they overcharge, such as for a $50 shower curtain which looked lovely in the catalog and turned out to be a flimsy piece of ick and immediately was returned. I feel that their prices have increased too much over the past couple of years and that the quality of the merchandise has increased; but not as much. I like the styles and designs and I think West Elm is a unique resource.

 I would shop here again

West Elm has good looking furniture and accessories. Think Ikea but a bit more sophisticated and solid wood. Still not heirloom pieces or anything... Unfortunately, I have had TWO bad experiences with West Elm. West Elm's customer service is the   Read full review...

 I would not shop here again

We purchased a "cube" cut-out cabinet in a dark stain. Extremely fast delivery, very securely packed (nothing was damaged or scratched), high quality woods, espresso wood stain is beautiful, and you can't beat the prices for the quality.

Our West Elm cabinet was easy to put together. It actually looks like we purchased it in one piece unlike the Ikea furniture I used to get when I was in college which was usually difficult to put together, low quality and looks like you put it together since nothing ever fit together correctly.

We highly recommend the furniture from West Elm.

 I would shop here again

Let me start off by saying that I'm an interior designer at heart -- a funky, eccentric designer. I can't stand white walls, and the vast majority of my rooms have themes (most themes don't match). I feel it gives my home a very eclectic and fun   Read full review...

 I would shop here again

Moved into a new apartment and needed to furnish it. The local drug and computer stores had plates, utensils, chairs and tables but I needed to impress some chicks. I asked my sister to furnish it and she decorated my apartment through West Elm. Got   Read full review...

 I would shop here again

This subsidiary of Williams-Sonoma SUCKS!! I have only ordered one item that was delivered on time and satisfactory. Every thing in the catalog looks much better on the page then it does in real life. I've ordered decorative items, shelves and furniture.   Read full review...

 I would not shop here again

The shopping experience was fine, helpful staff, the furniture looks good and the delivery time was quick.

Now what happens when you get it: the furniture assembly is not always very clear, If you're attempting to put certain items together by yourself, it might help if you're a contortionist, because I can't see how one person could assemble it by themselves.

The real let down is the bed frame, it breaks! Apparently this has happened to all the beds they've sold and nothing has been done to correct the situation. They will replace the defective piece, but what's the point if it'll just break again? Very bad business. I guess you really do get what you pay for.

 I would not shop here again

The bed frames have a serious design flaw and break 100% of the time. They look nice though...

Check this link for more info:
http://www.apartmenttherapy.com/main/archives/001316.html

 I would not shop here again

I've purchased a few things from west elm. I bought a couch, and it is terrible. My friends & I all joke about it, since it's just that bad. It's OK to lie down on as it's basically a day bed. but, it was sold as a "sofa" and it is the worst "sofa" I've ever used.
I bought a bed & headboard there, and they are great. I bought a coffee table there, and I like it a lot. (but it matches the terrible couch) I bought a small rug, and it is great. I bought bowls, and end table, candle holders, sushi serving sets, & other things, and I love everything.
I bought sheets, and they look great but they are scratchy... 200 thread count, but feel more like burlap. I bought a bed spread (they call it a quit... it's not) and I like it a lot.
I'd say that if you're buying things for looks, and like the looks, go for it. If it's something that has to be functional (like a couch) then you really ought to take it for a test-drive.


 I would shop here again

I've only made one purchase -- a coffee table -- but if it is representative of West Elm's quality control, stay away!

The piece required assembly, something I'm accustomed to from many an IKEA purchase. But while IKEA pieces usually provoke a few choice words during their assembly, at least they finally go together. Not the West Elm piece. The dowels were too loose. The connecting screws too short. And, the locking cams wouldn't go in the holes.

They did take back the purchase, but that required re-packing it in their box and then waiting an entire day for UPS to show up. What a waste of time this shopping experience was!

 I would not shop here again

This is a great store. We had a few problems with the contracted shipping company and West Elm compensated us right away. The items are beautiful and affordable.

 I would shop here again

West Elm is the funky, modern alternative to Pottery Barn. They offer stylish, modern furniture and accessories for reasonable prices. While most of the furniture isn't investment quality, it would be great for a first apartment, first home or other   Read full review...

 I would shop here again