west elm

"I bought three white lacquer soap dispensers. I put two in bathrooms and one in the kitchen. They looked great for two months and then they started to crack at the bottom and then at the top near the pump. While they are soap dispensers, they are clearly not made to be anywhere near water."

"Horrible experience. I placed an order for a bedroom bed back in May 2022. They said it will take few months for the custom manufacturing, which was fine and they said the delivery will be early August. When I called, they said it will be by the end of August. Then in September they kept postponing but they were never reaching out first. I had to chase them, I called 5 times and always getting different answers. I cannot say that the customer service people were rude or bad but they were just surprised with the situation and truing to make me feel better. The bed was finally delivered early December but it had stains, uneven cuts and broken parts. If the company pride themselves for high quality, this should not be happening. Then we had to wait again for a new production of these damaged parts. We are here in March and I still don't have my bed completely. Their prices are high and the quality is low, this is very disappointing and will definitely not purchase furniture at this company again."

"I got a delivery of a fully upholstered chair and ottoman one month ago. Both pieces were shaky upon delivery as if both of the pieces had one of the legs shorter than the other three. The delivery company looked at it and said that they cant fix it but they noted the delivery slip and someone will contact me within a few days to have service come to the house to fix it I contacted West Elm B2B three times as this order was placed by my decorator and each time was promised that I will get an email to within 24-48 hours to schedule an appointment. That never happened either. I contacted Customer service two more times and these times they connected me to the Furniture Doctor Scheduling Dept and each time I was promised that someone will call me with 24-48 to schedule service. Of course this never happened either. So after five phone calls and tons of wasted time My chair and ottoman are still limping. I will call them ONE MORE TIME right after New Years and If I don't get a service date I will call my credit card company and file a dispute. I ordered lots of furniture in the last 4 years and we refurnished our entire house I NEVER HAD SUCH POOR SERVICE."

"Imagine ordering the harmony sectional and receiving a stained mess that has lumpy non squishy padding and a chaise higher than the sofa that it connects to. Customer service reps try but Williams Sonoma just doesn’t care much."

"I have never had a worse customer service experience in my life. I have waited 6 months for a sofa and chair. The delivery was finally scheduled but the truck showed up without the sofa, which is now lost. I've spoken to 5 reps who have lied and been less than helpful. Still can't speak to a supervisor and no one seems to have ANY desire to help me find the sofa I paid for 6 MONTHS AGO!"