West Elm

Full review
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 worst I have ever experienced. The customer is not right and they do not correct their errors. I have never been so frustrated buying something I wanted.

PROMOTION

My first time signing up on the Website got me a 20% coupon to be used online only. (Unfortunately, the West Elm email didn't say online only. I called the nearest store to find that out.)

I used the link to order a bed online; however, the discount didn't appear checking out ... even on the final confirmation page. So, I emailed customer service. It took them 5 days to reply. In the meantime, my coupon had expired.

I didn't receive an apology or an explanation when I called customer service to explain the situation. They would not honor the promotional discount.

In my past experiences with other stores, if something didn't work (link, discount) they have applied it and adjusted an order or placed the order for me. Don't expect that from West Elm.


A few months eariler I had ordered a bath cabinet. I spent an evening assembling it. The West Elm instructions did not list the contents of the box. There was no way to know if something was missing.

So, I come to find I was missing the last part ... part of the base. The cabinet would not stand. I called customer service immediately. I was told I could send it back or get a 10% discount. What good is a 10% discount if the cabinet doesn't stand? I was told they "didn't have a part" to send me.

I sent the cabinet back.

I have unsuccesfully tried to purchase (2) items from West Elm. These frustrating experiences combined with the fact that their customer service doesn't really care if they help you or not guarantees I will never order from West Elm again.