west elm

We placed our original furniture order on May 26, 2024, and over a year later, we are still dealing with unresolved issues, miscommunication, and unacceptable delays. The level of disorganization and lack of accountability has been beyond frustrating. Here is a not-so-brief recap: Dec 19, 2024: Our order arrived damaged. The Show Wood Chair and Couch were returned immediately. The Carlo Chair and Ottoman were reported the same day. Brandy was assigned as our case manager. On Jan 15, 2025, I called her, and she couldn’t even see all the items in the system. She told me to call customer service. Provided the wrong phone number and I had to google the correct number. Customer service sent me right back to her. This back-and-forth wasted hours of my time. Jan 22: I called again. I was told to expect an update by Feb 19—which never came. Jan 31: I followed up with Brandy. She said someone named Michael at "the Hub" was handling it. I was given his number and last name (Alvarev). Neither Michael nor Brandy ever followed up. Apr 1: After months of silence, I called again and spent over an hour on the phone with Valerie. She was the first person to take my case seriously. She discovered no order or repair case had ever been created for the DeKalb Sofa. If I hadn’t called, no one was going to inform me that we wouldn’t be receiving the couch and would not be refunded. A refund was finally processed on Apr 3, nearly ten months after our original order. After receiving the refund, we placed an order for a 2nd couch. Sat, June 21st the delivery truck arrived at 10:30am and did not have our sofa and no one could provide us when we would receive one. The is the 2nd sofa to be lost in a year! Additionally, the in-store process is unnecessarily complicated. We’ve worked with wonderful staff like Lori and Heather, but even they lack the authority to resolve simple billing issues. We paid full price upfront and had to jump through hoops for a refund that should’ve been automatically issued. To sum it up: They had our money for almost a year. We never received a major piece of our order. We received ZERO proactive communication. We had to fight for the 1st refund that should’ve been initiated by them. I followed up today, a week after the latest failed delivery and the couch did not pass quality inspection, has now been discontinued so it can't be remade and I'm awaiting another refund.

Great product, I am very happy with my purchase! Delivery team was great, Lucas went above and beyond to provide fantastic Customer service!!! Highly recommended!!!

Hate to do this.. (doubt anyone looks at these anyway).. but Please stop buying these over priced products. The absolute worse customer service via the store and over the phone. We purchased a 6/7 THOUSAND dollar couch. Even spent extra for the performance fabric. Long story short, we under stand that it only has a 1 year warranty on the product but after 1 and half years, “just missed out warranty window”, the cushions and pillow's have started splitting and shredding… Are you not suppose to use your couch? Emailed customer service absolutely no help… won’t even help with a discount on replacing the coverings. Pathetic company, charging that much money for terrible products and services.

Fantastic customer service. I visited the store and all the staff were friendly and welcoming as I was looking to furnish my new home. I found an arrangement of an entryway cabinet and bench that I liked but didn’t see photos of them paired together online so I called and asked if they could send me a photo so I could show my family. Less than minutes later I got the photos via text!

I have been a loyal and enthusiastic customer of the west elm family of brands most of my adult life. And after this experience I am no longer a customer. I ordered a table through them and waited 4 weeks for it to come in. Drove to the store to pick it up, it's not an easy store to get to. When I got home I unboxed the million pieces of cardboard which I had to dispose of and discovered my table was damaged. I called Customer service and they scheduled to pick up the return. However the day they were to pick up the table they went to the store and not my house. So I wasted a vacation day for nothing. I had to get a truck to take it back to the store. The damage was not our fault but yet we have to jump through hoops to make it right. Completely unacceptable lack of customer service. Please know when you shop here they are not going to do what is right to fix a situation that they caused. Additionally it is important to note that the quality of these pieces today is not what it used to be. Incredibly disappointed and won't ever be back again.

We paid around $2,000 for a sofa and $200 for delivery. The sofa is very wobbly and the legs aren't straight. We have made over 4 phone calls and they sent us 1 leg (not sure why since all are a problem) they were supposed to come out and look at the sofa, but it has been 4 weeks since we first contacted them and still waiting on another call. Update, they eventually fixed the sofa and it is fine.

Horrible customer service. My husband and I bought a new bed and two nightstands. We had them processed as two different orders as we wanted the bed as soon as possibly. Come to find out the in store representative only ordered one night stand. After calling to have it remedied we have to pay an additional delivery fee and not receive the white glove service we had paid for. We ordered everything September 5 and we have received the bed only. We have one night stand set to be delivered in the next 30 days while the other one has been pushed to the end of December. When calling customer service I was told she couldn’t do anything and to call the store. When calling the store I was told she would try and see about getting a partial refund for paying the delivery fee and not getting the service we requested. No refund was given or follow-up call. Beyond frustrating and I will not be giving this company y any more business or recommendations.

I don’t understand why the pickup policy at this location is so inconvenient. You’re required to pay a shipping fee for every single item, which is around $200, even for something as small as a side table. They don’t allow in-store pickup for many items, which feels unreasonable. We purchased a breakfast table, a dresser, dining room lights, and breakfast table lights from them. To be fair, the furniture itself is excellent—I’m happy with the design and quality. However, the lack of a convenient pickup option and the long delivery times make the overall experience frustrating. Unless you have no other options, I’d recommend staying away from West Elm.

Do not pay these prices For West Elm couches. I pre-ordered a $6000 couch less than two years later I'm going to have to take it to the dump. I have reached out to Customer Service talk to supervisors, etc. and no one will listen to me. Their customer service operators, literally work from home and have zero training. I was told to call the furniture medic and to pay out-of-pocket. When I finally got a hold of Fern dramatic they started laughing and said there's not alot can do to repair West Elm couches because of the inferior construction.