west elm

"I purchased a chandelier and the glass cover for one of the 6 bulbs cracked. After literally 60 days of back and forth I’m told I need to purchase a whole new unit in order to get a new glass bulb cover. To be clear, I’m more then happy to pay for the broken part but buying a whole new unit is crazy. Moreover, the company will not share any manufacture information so there is no way I can find a replacement part elsewhere. I’ve ordered replacement globes from 4 separate companies and nothing fit. The amount of time wasted is crazy."

"I was a bit apprehensive about going into this store location after seeing the google review, but had a remarkably pleasant experience. I own several West Elm pieces in my home, and they have stood the test of time. My couch has moved with me many times over the past 7 years and still looks fantastic. I decided to go into the store to shop for a couple pieces. The floor salesperson greeted me when I arrived and was attentive throughout the visit. I chose a chair and then took quite a bit of time selecting the fabric. They were patient and gave me lots of information about the different products, as well as let me know their personal experience (which ones pill or are harder to clean, etc.) Last night, I decided I need a couch as well. I found one I liked online, then called this morning to see if it's in the showroom to see in person. The sales person let me know it is not, and unfortunately they have never had that model on the show room, however, I've decided to go back in simply to look at fabric choices again. I anticipate it being slightly more busy because its the weekend, but I can definitely say the staff have been lovely to work with, and the showroom is gorgeous."

"I am completely disappointed with the quality of this furniture store. I’ve had the sofa I bought for a year now, and it’s falling apart. This sofa cost $3,000, but it doesn’t have the quality of a $3,000 sofa. In reality, it was the worst $3,000 I’ve ever spent in my life, and I regret not buying a sofa at Ikea that had the same features as the one I bought at West Elm because I thought that buying at West Elm would mean getting something of much better quality, and it really wasn’t. I was surprised to find that this sofa has the quality of a cheap one. I advise you not to shop at this store if you don’t want to waste your money and also your time because the wait for orders is very long. Here are my photos to show you how the seams’ edges are completely coming apart, and this happened after 4 months of purchasing the sofa. I’ve had it for a year now, and the edges are still coming apart. I’ve repaired some, but it keeps breaking."

"My husband and I purchased a couch, a chair, and a bed almost a year ago. Everything took many months to deliver. They delivered our chair with 4 missing bolts underneath. When they sent us the missing bolts, they did not even fit into the chair and we just ended up going to buy the correct size ourselves. They delivered the wrong pieces of the bed. We kept the wrong bed pieces in our house for another few months because they didn’t take them back with them after realizing they couldn’t assemble the bed. We have been sleeping on our mattress on the floor. Today, (another few months later) we were expecting the correct bed to arrive. They sent the SAME WRONG PIECES all over again. And the delivery service, again, did not disassemble this mess and take the incorrect order back with them. Now I am assuming we will have to wait another several months for our bed to arrive and I am concerned that this will just happen again because that is how poor the customer service is from West Elm. It is like no one cares or pays attention at all. I will never buy from this company again."

"Very disappointed in my purchase. I ordered an ottoman for over $400 and 1 year later I noticed it was cracked in the middle underneath. Called West Elm and they said it was 16 months old so there was nothing they could do other than offer to call a furniture repair medic which I would have to pay. Very disappointing this would fall apart so quickly. You can see in the pictures it just buckled in the middle. Looks like very cheap particle board. Update: they picked up the item and told me they would refund me in full. It has been over 60 days since they picked it up and I still don’t have my refund despite many calls and emails to Corporate. HORRIBLE customer service."