west elm

"The staff is reasonably friendly. The ordering process is just not worth it. The wait for furniture is excessive and the third party delivery service requires endless phone calls. Will not purchase from them again, their medium quality products are just not worth the hassle"

"I share the sentiment of others seen here. Through multiple deliveries, I can tell you the delivery experience is miserable for large items. They use a third party Fidelitone, which has no helpful user platform to track deliveries. On West Elm's site their is no delivery date or relevant updates, just an icon that says whether it's ordered, shipped, in transit, or delivered. You're left to check back every once in a while to see if maybe something has changed. I've also had the experience of ordering online, given a delivery date, have the item not show up, call customer service and after an hour on the phone been told I need to call Fidelitone to schedule delivery (nothing was mentioned in the order process about scheduling delivery like I have seen in previous orders). This rating does not reflect my view of this store or the quality of the items...I'm only posting this hoping West Elm can see changes need to be made."

"I was willing to spend $1600 on a recliner. I ordered fabric samples. They came today. I was excited, ready to click Place Order. Then I saw the shipping was almost $400. Absurd. The local store couldn't even have it delivered to their store. Also ridiculous. Essentially, there were no other shipping options. The person at the store was nice and explained the benefits to me but it's laughable that you want to charge that much. You just lost a customer, West Elm. What a waste of time."

"I really like West Elm. The style of furniture is spot on. The staff is helpful and knowledgeable. The problem lies with the other powers that be. I used West Elm for 2 out of state properties. One vacation rental in Hilton Head and one in Miami. Both were a nightmare in logistics. The expected timeframe of both have been incredibly inaccurate. For Hilton ahead, it was extremely later than promised, then when delivered, the driver did not have the wood table top for the table. Only the legs. They could not locate it. They said “No problem. We can reorder the top. It’ll be 4-6 weeks!” I had to get the property management company to use a banquet table with tablecloth because I had all my old furniture picked up that morning and new renters were arriving later in the day. Hours on the phone and stress was not worth it. I had to scramble and buy a local table as my phone representative said it would be 6 more weeks and it matched everything g i had chosen. So disappointing. With Miami, I designed the whole condo with my salesperson/ designer Jamie. She knew when we closed on this condo and my timeframe. 8 huge boxes arrived in 3 days (2 weeks early) before we even closed. They had to be shipped back by the condo association as they had no room to hold them. At closing, none of the furniture was ready as stated when I ordered mostly “in stock” items. I flew in a second time to accept the furniture 2 months later. I knew one bed would not be ready, but when the driver arrived, there were NO beds and the tv console was not delivered. Both were expected that day. Again, I’m calling the store to figure out where the furniture is. That was yesterday and still no answers. I am planning to fly out tomorrow, without completing the task. This is unprofessional and inconsiderate of my time. The store has tried but there’s poor communication between the two parties. Not to mention the couch that I waited for has a open seam in the side. Still haven’t heard on how to repair or replace this. I would love to buy from West Elm but can not based on the poor execution, communication, and inconvenience it’s caused me with no or slow resolution and no compensation. The manager Jen has show little interest in my opinion and not taken any time or effort in my situation. No apologies, no upper management resolution. My sales person Jamie has done her best no doubt, but I’m still in a precarious situation at West Elms lack of execution. You can have the best furniture, but it is not worth the frustration and lack of resolution in my opinion. There is no consideration for my time and expense. I just want to finish the drawn out project but can’t. I wish i had chosen another option at this point. Update: The last 2 delivery were supposed to be the beds, again a no show. The delivery company set a time that came and went. I called the number. They told me “It was delivered.” I took a video of my unit without the furniture to prove it was NOT delivered. I ended up cancelling the beds after waiting those months and buying from City Furniture in Miami. The replacement couch has never shown up. I still have the damaged one, waiting for the new one. It’s pushing December now. I’ll use the bad one until one day it arrives. You just can’t have that bad of service! Then i ordered an outdoor table for my personal home in the summer. Same time frame but in Louisville. The first had a dent in the middle where the extension connected. They picked it up and said they would replace it months ago. The delivery date arrives. Then a text comes through to “schedule your delivery.” Still haven’t gotten my replacement on that either. Unless delivery changes drastically, I will never order anything from West Elm. It’s the most frustrating company ever and no one know their head from their tail. You will spend hours on the phone talking the 3 different people, usually get hung up on once or twice and still wait and wait until you get tired and cancelled it. So horrible. I have spent countless hours dealing with this and still am dealing with it."

"I love the stuff at west elm but my experience was not good. I ordered a dresser back in April that I was told would be here in 2 weeks. I was NOT. It took four months and when I got it the drawers were broken. I try to get customer service online and the website it unaccessible I call and am disconnected Here are pics of broken drawers and no one to talk to about it. Jhw"