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80 reviews
1.00 / 10
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Review History & Profile See full Rating history

Product & services pricing 2.86/10
Chance of future purchase: 1.50/10
Shipping & packaging: 1.50/10
Customer service: 2.12/10
Return/Replacement policy: 1.59/10
Click a star to Write a Review!
1/5
2018-03-30

Terrible

"After get our 4th defective table (extension didn’t line up with rest of table ) 5 months after original order we were told they wouldn’t even try to replace the last one. The absolute worse customer service and product quality I have ever experienced. "

Helpful Cool

1/5
2018-03-27

A nightmare of a place...

"This is a completely awful company to deal with, if you need a delivery in new york. Of course new york city comes with its unique set of rules, about building hours and insurance requirements. They will promise to work with you on this, take your money and then completely ignore all of your building rules. I was particularly lucky- they double billed me for shipping, and now they wont work with me on a delivery day. So now I am owed money AND my furniture. I smell a credit card dispute brewing..."

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1/5
2018-03-15

Horrible customer service

"Ordered a bed, that took 10-12 weeks to get. When it was delivered, parts were missing. After multiple phone calls and RUDE customer service and scheduling personal I was told that they did not order the bed correctly initially and that they would have to order replacement parts that would take another 8-12 weeks to get. After explaining that I was as a result having to sleep on my mattress on the floor I was told that there was no way that they could rush order the remaining parts of the bed and that I would just have to wait. One customer service representative said that she would be okay sleeping on the floor and laughed. After one week I called to make sure that the missing items had been ordered and was told that they had not been, however they would order them at that time. Three weeks later I called for an update again and was told that the items had arrived to their warehouse and that I would receive a call soon to schedule a delivery. One week later with no call, I once again called west elm. I was put on hold for over 9 min with the first representative while she looked into why I had not yet been called, until I was hung up on. All in all, West Elm has officially lost my business. If I could give no stars I would "

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1/5
2018-02-28

Customer Service is awful

"We wanted to buy a piece of furniture and were told it we could not try it in any of the stores (not stocked) and that whatever we purchased was non-refundable. Immediately risky to the customer. There was no discussion about what can be done to help us as customers. At one point, the conversation went in the direction of us presenting a business case to the in-store manager. I was surprised and retaliated by saying that customers shouldn't have to present business cases as to why they want to buy furniture. Everything is met with "sorry we can't do that", and you are left feeling helpless and confused. I had to keep repeating that we want to buy furniture from you, please make it easy for us. There is zero customer service here and absolutely zero regard for customer retention of any sort. The products are nice though. "

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1/5
2018-02-26

Table Finish Flaking - Instant run around

"Currently on the phone for an hour as I type this. The finish of my $675 kitchen table is flaking off. It is 14 moths old and I have heard every excuse from their customer service. I cleaned it wrong, that's normal ware and tear, did you leave it outside, you need to have Furniture Medic inspect it for $150 before we can agree if its a quality issue, emailing pictures rejected. Still on hold.

Flaking at 14 months is indicative of poor workmanship. The finish coating is not adhered to the wood and did not soak into the work at all as apparent by the wood's pure raw color. This is common when the wood is dusty when finish is applied. The finish sticks to the dust not the wood. Still on hold as I type this.

"

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2/5
2018-02-23

Poor Quality at High Prices

"I just received an 'online only' item (mid-century leaning desk) that cost $800. The item is stylish, however it is poor quality. For this price and looking at the online photos I expected more solid materials and a stronger finish. In fact, the leg of the desk was dented and the stain and varnish chipped, making it apparent how thin the finish is. This is the second piece of furniture I've bought from West Elm. The first was a dining table I bought about 6 years ago which also had a very poor finish that chipped easily and revealed how thin the surface finish is. I suppose I should have known better this time around. Since it's 'non-returnable' I am attempting to exchange it for an undamaged one, but will no longer shop at this store."

Helpful Cool

1/5
2018-02-14

Delivery Nightmare & Cheap Materials

"Where to start...I ordered a couch and bed frame. In terms of delivery, the gist is that the delivery was late and even after having scheduled delivery (and me taking a day off work) I received a call the day of that delivery needed to be rescheduled. More importantly when the bed was delivered it was missing a piece that now 2 months later still has not been delivered.

On the materials side so far the bed has held up, but the couch... A couple days in I was sitting on the couch, went to adjust myself be leaning on the arm of the couch and my elbow went through the arm (I weigh 165lbs). It is clearly made with some kind of recycled cardboard. A few weeks later I noticed the top of the sofa back had also collapsed. And finally the legs on the chaise have begun to buckle. All in all, the couch is clearly made with cheap materials with no consideration to durability.

We have bought other non-furniture items from west elm which we have enjoyed without issue. I would be very skeptical of their furniture.
"

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1/5
2018-02-09

Nightmare

"Placed a $3,500 order late at night on 1/15/18, read reviews on line, panicked and cancelled the entire the next day at 9am, later that day I get shipping information! To sumarize, I have 3 different emails form three different West Elm supervisors stating the order was cancelled, I have probably spent over 15 hours on the phone on this matter, after all this, I just received an invoice in the mail, when I called them again, they tell me that the furniture was delivered !!! Unbelievable, it is a nightmare, by far the worst customer experience of my life, the worst part is that I am being treathtend with late fees for a furniture that I have never received. Do yourself a favor, read the reviews, they are all true and stay away from this company. "

Helpful Cool

1/5
2018-02-09

West Elm is the worst company. Every interaction is a nightmare.

"I recently moved in to a new house and ordered white a bit of furniture from West Elm. If you use the West Elm credit card you can earn West Elm rewards dollars to spend later so that is what I did. The furniture takes a very long time to arrive. It is nearly impossible to return items. (Be prepared for multiple phone calls that last over an hour each) The shipping company never arrives to pick up returns. And when you use your rewards dollars they never actually get applied until you call the credit card company. EVERY TIME! I would have furnished my whole house from West Elm but I can't deal with the frustration."

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1/5
2018-01-05

Worst customer service

"Terrible customer service! I was incorrectly charged for my order and had to wait over the phone for over an hour to get assistance. The order was still wrong when I received it and when processing my return it was a nightmare! Management was horrible and the overall experience was the worst. I will not be shopping with them in the future."

Helpful Cool

5/5
2018-01-03

Bookcase arrive quick and in perfect conditon

"I purchased a final clearance Sohm bookcase at the end of Nov 17 2017 It said delivery was 2-4 weeks. Within a couple of days I had an email saying it was ready for delivery. I called and set a delivery date for Dec 5. I did not have a long phone hold time like others said but I did call early in the AM on a weekday when I felt I was most likely to get the regular full time staff (vs Christmas help). A couple of days before delivery I got a call with a 2 hour window for delivery. On delivery day they called me and said they were running early--I was home and glad to have them show up ASAP before it started to rain. 2 men delivered it and set it up. They even leveled the feet so the unit was perfect and took the trash. The bookcase is super well made and I love the unique look. I did have to pay $200 for delivery as it was not available for pickup at my local store. I did find that annoying. I am completely happy"

Helpful Cool

1/5
2018-01-01

Bad customer service

"Associates at the Avalon location in Alpharetta, GA are unwilling to help you. Would prefer if you don’t ask questions and avoid you like the plague until you get to the checking counter."

Helpful Cool

1/5
2017-12-23

Almost two months of waiting & still no items!

"I ordered a headboard & bed frame from West Elm in early November. After my purchase, I realized the shipping was going to take longer than expected & we would have moved to a new address prior to the shipment even being proceseed. I called right away & had the shipping address changed on my order. After spending over 2.5 HOURS on the phone in one single day, I was assured everything was taken care of. It wasn’t. I received a call from the shipping company that my items were ready for delivery to my old address. I spoke with the shipping company & they assured me my shipping address had been updated. I reached out via phone again on numerous occasions (always with huge wait times), received two specific personal emails for Customer Service reps, one of which literally wrote to me, “I cannot help you anymore. Only the shipping company can help you now.” That is unacceptable to me. Again, I spoke with more representatives of both West Elm & the third party shipping company after again receiving notice that my items were again ready for delivery to my old address. It is now almost 2 months after I ordered this and I have no idea where my things are. We ordered a mattress from Macy’s and it’s being delivered 2 days later (even with the holiday rush). West Elm Customer Service is abhorrent, incompetent and frankly, despicable. I’ve reached out via twitter, received a generic response and still nothing. No one has contacted me or assisted me in any way in weeks. I’ve asked that my entire order & shipping be canceled if they cannot deliver and again, no response. This is unreal! Someone needs to look into their bogus business practices. (Side note: While complaining about this situation, i found that my best friend (across the country) also ordered furniture from west elm & is basically going through the same ordeal-bogus promises of free shipping, no estimated delivery date, etc. Unreal.)"

Helpful Cool

1/5
2017-12-16

Still no coffee table, keep being promised a call

"Dear West Elm,

Weeks ago, I ordered a coffee table from West Elm. I was assured in writing that it would be delivered to my house this Wednesday (see below). However, when the delivery men showed up on Monday morning, they were missing half the table. They had only the base and no tabletop, nor an explanation. So, we stood there in the cold on the porch for a half hour while I tried to get an answer from your customer service people by phone--an assurance, at least, that there would be a tabletop on the way if I accepted the base, as I didn't want to be stuck with only a base if you didn't have the tabletops in stock. Unfortunately, the person on the phone was unable to tell where my tabletop was or if you had any in stock (which is hard to understand), so she suggested I deny the order. I did, signing that spot on the delivery men's paper and noting on there that I was doing so at the customer service people's suggestion because they were missing half the table. The woman on the phone promised she would call me by the end of the business day Monday. No one called.

So, on TUESDAY at 4:30 p.m., I called your customer service people again and was told "Oh, this says the tabletop was on its way; I don't know why the first lady on the phone couldn't see that note." I asked when I could expect my table, and she said "Well this says you accepted the order of the base." I explained that not only had I denied that delivery, but that I A) had done so because YOUR PEOPLE suggested I wait until they had the whole table or a promise of one, and B) had signed the spot on the form denying the delivery AND WRITTEN A NOTE ABOUT WHY. Hearing this, she promised she would call me by close of business today (Wednesday) and a "way of making it up" to me. It is 4:30 and I have not heard a word; I tried calling your people myself, which I shouldn't have to do, and was just on hold for half an hour.

I am livid. If I buy a $500 coffee table AND, mind you, pay $100 in shipping costs, which WILL be refunded, this is NOT the level of customer service that I expect. I have wasted 105 minutes on the phone, 15 minutes writing this email, a lot of angst, was late to work Monday because I was dealing with the delivery men and phone person, and I still don't seem to deserve a call back or a delivery of my table? I don't think so.

I now have people coming to town for the holidays and no coffee table, and I am beyond unimpressed with the way West Elm has treated me.
"

Helpful Cool

1/5
2017-12-15

Gift Card Fraud

"I had the same experience as a former reviewer on gift cards i ordered. To make a long story short I never received my gift cards, but West Elm processed my money I paid for them. It came down to being referred to gift card dept which doesn't allow me to talk to a person, just leave a message and they will get back within 24 hours. 3 times I left my concern and never received a call back. This is after calls to customer service with same response. In the end i called my credit card company and they refunded my money and said they would try to retrieve their money for gift cards from West Elm. Good luck on that. Never deal with this unreputable company!"

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