West Elm

West Elm
 
Average Rating: 1.82/5.0 store rating
Customer Service 0
On-Time Delivery 0
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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   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Inaccurate product description

by yoda12, November 11, 2013
Ordered the Stella quilt.  The description says it's 'Soft and Silky'. It felt like paper. I thought maybe if I washed it, it would soften. So I did. When it came out of the dryer, the 'soft' side was covered in spider-like strands with lint clinging to them. And it was not soft. The strands stuck to my fingers. I have to donate it to Goodwill now. Plus, West Elm doesn't give you the option to write a review on their site about the product.  DON'T TRUST THE DESCRIPTION!

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

unacceptable customer service and unreliable product availabilty

by pochemynet, September 29, 2013
Very similar experience as g-hkan: I ordered a bed from West Elm in mid-September. Twice the promised availability dates passed and no effort was ever made by WE to contact me about it. I called for a second time and found out that there is yet another extension, this time by an entire month! Customer Service at West Elm sounded defensive and kept emphaszing back order means no commitment on their part. It is hard to believe that a company like West Elm-Sonoma-Pottery Barn has such as a poor procurement system. It is not like that some natural disaster is prevent them from getting their products. Worse, why can't West Elm at least let us know the shipment is postponed. They told me they have no way of doing so, but it has no problem sending nearly daily sales promotions to our mail inbox.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
West Elm is positively pathetic.We had a 20 year family reunion coming up and needed a new sectional for the big occasion.We made the purchase decision based on the fact that we would have at least 10 weeks for delivery. (Company claimed 8-10   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

I've been waiting 4 months for my sofa.

by djdriver, July 2, 2013
I wish I had looked up these reviews before placing an order with West Elm.  On March 2, I placed my order for a $1,000 sofa ($1,200 with all the shipping).  I still don't have it, but that didn't stop them from charging my Visa card.  I've disputed the charge.

To make matters worse, their order tracking system is inaccurate.  Shortly after I ordered my sofa, the system showed it had shipped.  Then it showed something else inidcating it was not shipped.  Since June 6 it has said my sofa is at the "delivery location" (for delivery to my house), but West Elm tells me they can't find it there.

I asked them to cancel my order over a week ago and they said they were processing my request, but I still haven't heard from them.  They said I would still have to pay the shipping charges (even thought there is no indication that my sofa has actually been shipped anywhere.

I've bough sofas from Ethan Allen, Natuzzi, and major department stores without any drama.  In the future, I will stick with those vendors.  I will never buy anything from West Elm again. 

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Horrible

by jancies1995, April 17, 2013
Horrible Horrible Horrible!!  I will never buy anything from them again.  My return has taken over a month to credit and the original item I ordered is not on sale anymore and they won't discount a replacement.  If you give them your email address for 10% off, you are wasting your time.  They never respond.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Couldn't be happier with customer service.

by fourthwall, February 6, 2013
Had a problem with curtains shrinking unevenly right after I bought them.  Chatted with customer support and they had UPS pick up the faulty one for free and next day air mailed me a replacement before even recieving the old one! 

  I would shop here again
Overall Rating: 5/5.0 store rating
 

Terrible Service.

by andreamills88, February 2, 2013
My boyfriend and I are moving into a house soon, so we ordered a duvet cover set and a couple kitchen items from West Elm. We were a little confused when about a month went by and nothing had been charged to our credit card, and we had no tracking number   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

If only I would have read these before placing my order.

by fantiseez, December 10, 2012
WestElm.com shipping and delivery is an absolute nightmare. I will not order from their on-line store again.  It seemed clear to me that they had the product I wanted. After reading closely it also appeared to me that it was in stock and ready to ship. I was shocked to receive my receipt shortly after purchasing, and read that the item would not be available to ship until December 10th. IIt has now been almost a month,  the tracking information informs me that my item  is shipping soon, but has still not been shipped. I will not be using WestElm.com for any of my future home decorating needs. 

x I would not shop here again
Overall Rating: 2/5.0 store rating
 

Customer dis-service

by pouf, November 27, 2012
I ordered a single item from West Elm online.  They shipped it as 2 separate items (an inset and a cover) but didn't bother to tell me or to send me shipping information / a tracking number for the "second item".  Therefore when I opened the package and saw the inset without the cover (i.e. a useless item), I needed to contact West Elm to inquire about the cover.   I had to wait a long time to talk to someone.  The person I spoke to gave me a lot of misinformation - we were cut off or else she hung up on me before the call was complete.  I called back and asked to speak to a manager.  Given options of remaining on hold for a long time (20 min?) or having the manager call back, I opted for the call back.  The call back never came.  I had thought of West Elm as a high end store.  Now I think of them as an overpriced store that does not care about their customers.    

x I would not shop here again
Overall Rating: 2/5.0 store rating
 

Extremely Poor.

by barfox, November 26, 2012
Wow.  It's now 3 months since I placed an order for a 'Simple Bed Frame', and one month since they charged my credit card, and I am just today finally informed (after I called customer service for the umpteenth time, mind you), that my item is   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

West Elm lousy product, lousy customer service

by cherub14, November 10, 2012
I bought a dining room set from West Elm - NOT cheap. Less than one year later, one of the chairs pulled apart! Very cheaply made from particle board that fell apart!! They have been unresponsive by phone and email and I still have no resolution to this problem. The chair cost $300 and for that price it should last longer than one year no???? I barely even got to use this set! All I did was gently pull the chair out from under the table so I could vacuum under there, and the side flange of the chair pulled away from the body of the chair. The particle board underneath is crumbling. Don't buy their overpriced cheap furniture. Very disappointed with their product and lousy customer service

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
Where do I even begin?I don't have a West Elm near me so I have to buy things online from them.  I love their products, they look so nice on their site pictures and the way they set everything up is very nice but also very deceiving. Their   Read full review...

x I would not shop here again
Overall Rating: 2/5.0 store rating
 
i ordered velvet studded pillows from west elm.  after a few weeks, the studs started falling off the pillows.  sharp, dangerous, tack-like studs kept appearing all over my couch and floor, shed from the pillows.  not only did the pillows   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Buyer beware---worst customer service ever!

by maddie228, October 2, 2012
I've had the worst customer service experience of my entire shopping existence!  Representatives are quick to blame you for mistakes.  Supervisors are too coward to speak to customer directly.  These people are not sympathetic nor willing to give you the benefit of the doubt.  Therefore, you, the consumer, will be left with wasted time, effort and dollars in dealing with this company.  My family, friends and I have bad tastes in our mouths from West Elm.   It doesn't help their products are over-priced, so no justification in the terrible treatment.   Bottom line:  do your homework before making your purchase.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
Ordered the Narrow Leg full size bed frame online. When it arrived, I began putting it together, only to realize after I had the exterior frame built that a box was missing, containing the slats. Called West Elm, customer service girl really unhelpful.   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
I recently moved and was eagerly awaiting my new bed that I had ordered from West Elm (since I had been sleeping on an air mattress while I waited for delivery). I took off work on Monday (06 August) to be there for delivery, but when it finally arrived,   Read full review...

x I would not shop here again
Overall Rating: 2/5.0 store rating
 

NOT HAPPY

by esb1973, June 21, 2012
Purchased headboard and bed frame from West Elm in April....  Recieved Headboard within a week.  It is now June and still no bed frame.  I recieved a call from their delivery team stating it has arrived and they wanted to schedule a delivery...   The appointment was made and I took off work to be here for the delivery.  The service guys get here and all they bring were some bed slats and ask me where the frame was.  I am like you called me and said you were delivering it all. All they said was sorry and then went on their way. 

 Very irritated with West Elm, will most likely be my last major purchase from them.  Worst experience I have received from a company.  When you spend over a thousand dollar you expect better service. 

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Cash and carry only, just say no to delivery.

by josgraha, April 24, 2012
You can read through other reviews for more of the same story.  But if you are in the NYC area do not opt for delivery from West Elm.  Getting your furniture is iffey at best, you _will_ get charged weeks before (if) your items are delivered, and deliveries are subject to reschedule weeks or months out at a moment's notice.  Also here's perhaps the biggest drawback, you simply _cannot_ bundle order from them.  Let's say you want to order a table set and you want the table and chairs to be delivered at the same time.  Forget it, you will get maybe 2 chairs, then the table, and then maybe months later after delays you might get 2 of the remaining 4 chairs.  That's how jacked up it is.  I realize this is anecdotal but it's my experience so it can happen to you. :(

x I would not shop here again
Overall Rating: 2/5.0 store rating
 

Terrible experience. Keep delivering the wrong part!

by anatbergner, January 21, 2012
Horrible experience. First time they came late and delivered a broken part. When they came to replace it they brought the wrong part. The next time they came they again brought the wrong part. They also have only one option for delivery dates. If it does not work for you, too bad. None of the departments can  communicate with each other. One hand doesn't know what the other is doing. Customer service is non-existent. It's like the Twilight Zone! Will never order from them again and neither should you.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
After waiting three months for my Blake sectional couch to arrive, I was told that someone at West Elm cancelled my order without ever notifying me. I was expecting delivery this week and called for a specific delivery date and was told "That order was   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

West Elm Furniture Is Not Solid Wood

by dtucker345, December 21, 2011
Solid wood furniture means something else at West Elm. To them it means it is not hollow wood. (That's the actual response I received from West Elm... it's not hollow wood.) I never knew hollow wood furniture existed, just hollow wood doors.

Here's part of the email I received: 
"Thank you for contacting west elm. Please know solid wood refers to the structure of the wood itself. The wood used for construction is not hollow. Therefore, the wood used is solid wood. The veneer is applied to enhance the aesthetics of the piece."

To me, veneered wood should never be marketed as solid wood. Veneered wood is a very thin layer of solid wood on top of a thick layer of ground up wood chips. If it ever gets injured, it's time to buy more because most repairs won't work. Sales tactics like this make me scared to ever buy from them again.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Bad delivery and customer service

by jonnyb79, December 13, 2011
DO NOT ORDER anything large from West Elm in New York .Their delivery service UPS will not deliver to your apartment . West Elm has decided for UPS not to require a signiture and therefore they left it at the bottom of my stairs and I had to carry a 150 pound piece of furniture up 4 flights of stairs by myself . When I called the told me to call UPS .. who said they are not required  etc etc .. all this after being on hold for 25 mins . DO not Buy from West Elm .

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
I could not have been more disappointed with my experience ordering furniture from West Elm online.  The first delivery arrived with a headboard MINUS the legs necessary to install it.  The other item I ordered was not even on the truck.    Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
I ordered an armless sectional on May 11, 2011 and received a delivery estimate of 8-10 weeks.  In early June, the west elm rep informed me that my sectional would be shipped on June 21, 2011 -- music to my ears!  Yet, having heard nothing,   Read full review...

x I would not shop here again
Overall Rating: 0/5.0 store rating
 

Subpar quality, subpar customer service

by mightycupcake, July 21, 2011
I have had a less-than-stellar experience with West Elm the last couple of times I've shopped or tried to shop with them. First, I bought a bed, granted it was the cheapest I could find anywhere in the style I wanted, but -- it came with a manufacturing flaw that I didn't know about until I was more than half-way through assembling it. So I stuck with the bed, but will be replacing it once I can afford to buy something more expensive. The slats are the worst quality I've ever seen, and they routinely fall through the bottom and have to be re-inserted.
Secondly, I was trying to assertain information about a lighting fixture that was not available on the site description - the first request I was told it woud take 3-5 business days to find the information (which would easily be obtained by looking at the physical product). On the 6th business day, I wrote back and asked again. They replied that they would resend the request and it woudl take another 3-5 business days. Six business days later and I once again wrote back. This time I got no response at all.

x I would not shop here again
Overall Rating: 2/5.0 store rating
 

Misleading information, no integrity to purchasing process

by paulehewlett, April 20, 2011
I ordered a Morocco headboard for my daughter's birthday, after reading that the expected delivery time for this product was 5 days.  Received the online receipt - no problems, no mentions of delays.  After she received a shipping notice for some companion items, I got curious and called West Elm about the headboard delivery.  Uh-oh. Turns out, this item is not even in the warehouse, and will not be delivered for 3 weeks. Oh, and in addition to the delivery charge, there was a $40 processing charge.  And, there was no way to check on the order online, although my receipt told me that was a convenient way to go.  I call these bad business practices - if they were straightforward on the website, all this would have been averted. 

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Incredible Shipping Delays

by calpowdergirl, April 13, 2011
I orderd the Elton settee couch in Jan quoted as shipping in 8-10 weeks and it still hasn't shipped from the distributor in mid-April with no idea when it will ship from the distributor.  West Elm told me in mid-March it would be shipping, and then again in April.  It has yet to ship.  The customer service people are very nice and gave me a discount, but in the end, I want the couch and it is frustrating to have to continue to contact West Elm to get updates only to find out the ship target has moved. Also, my colleague ordered a different settee from West Elm a few weeks after I did, and they shipped her the wrong color.  Again, she got a discount, but still doesn't have the right couch.  She is expected to get the right couch in May some time ( more than 4 weeks after the wrong couch arrived).I will not be ordering custom-made products from West Elm again after this experience.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Horrible

by freerider1125, December 20, 2010
I ordered a gift for my girlfriend for Christmas on Nov. 27th. Early enough right? No! The gift won't arrive in time... On Dec. 9th I get an e-mail saying "We sincerely regret that we are unable to fulfill your order. Our supply of the following has   Read full review...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Terrible customer service!

by msonn, December 8, 2010
Stay away from this store. Bought a headboard and bed frame. Bed frame was delivered UPS while headboard was hand delivered. Bed frame arrived in two boxes taped together, the screws and washers were loose in box, packaging looked like it had been on shelf for years. Was missing a screw and washer. Took a week and a half to for West Elm to respond and promise to send them. First customer service agent I spoke to did nothing he promised, his supervisor did nothing either. Took a third customer service agent to get a partial refund. Still waiting for the replacement parts. According to customer service they were released for shipping a week ago and assigned a UPS tracking number. Customer service said I would receive it in seven days. (I guess they weren't in a rush to mail it.) It is now 5 days later, UPS still doesn't recognize the tracking number.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
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...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Poor Service - Crazy expensive shipping.

by kelmay0100, November 1, 2009
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.

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Great site, product, and experience, but shipping just ok

by jenolan, September 23, 2009
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
Overall Rating: 5/5.0 store rating
 
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...

x I would not shop here again
Overall Rating: 2/5.0 store rating
 
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...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 
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
Overall Rating: 4/5.0 store rating
 
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...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

Dissappointing

by loopyinny, January 22, 2009
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.

x I would not shop here again
Overall Rating: 2/5.0 store rating
 
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...

x I would not shop here again
Overall Rating: 1/5.0 store rating
 

The worst, most disorganized company.

by phillygurl, December 1, 2008
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!

x I would not shop here again
Overall Rating: 1/5.0 store rating

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