west elm

"My experience with West Elm has been nothing short of a nightmare. After investing thousands of dollars into their products over the past three years, I expected a certain level of customer service and reliability. Unfortunately, West Elm has proven to be an utterly unreliable and untrustworthy company. I ordered a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but what followed was months of endless waiting and frustration. They claimed the sofa was unavailable, even though it was still listed for purchase online. Endless phone calls and wasted hours later, they canceled my replacement order on August 17th without explanation. This is not how you treat loyal customers who have spent over $10,000 on your products. West Elm's complete disregard for customer satisfaction and their inability to fulfill their promises is inexcusable. I urge anyone considering buying from West Elm to think twice. They have shown that they have no respect for their customers' time or loyalty."

"My wife and I purchased two medicine cabinets in March of this year, and one of their mirrors randomly cracked in September. I explained the situtation to customer service representative named Jill, and she said the could not do anything about faulty products outside the 90 day return window. This struck me as very unfair, and I politely asked her for options on how to elevate my request for a replacement or refund. She sounded frustrated while she offered for her supervisor to call me back to discuss options, and I agreed. I asked for her supervisor's name, but she promptly hung up on me. I still haven't received a call. This was a very frustrating customer service experience, and combined with also being required to pay for in-store pick up, I'm not inclined to buy from them again."

"EXCELLENT customer service! I cannot say enough good things about Richard. There was a mix-up from another West Elm location that resulted in my rug being shipped to the wrong location. We were working against a deadline for a project and needed the rug ASAP. Upon hearing this, Richard went above and beyond in helping me find an exact replacement rug by the next day. He really saved the day and turned around what could have been a very disappointing experience. To top it all off, he’s extremely personable, professional, and thoughtful - he sets the bar high! I will do all of my future business at this location because of Richard!"

"Fairly nice West Elm, but there’s not a huge amount of space, so they don’t have the widest variety of options on their floor."

"In general, I love the new furniture but realized some minor issues with the assembly which we paid for (see attached pictures of off-center backs of Henry Leather Power Recliners), in addition, our credit card was charged $250 over the "TOTAL" order amount. Just called customer service to sort all of this out, spent 30 minutes on hold only to be hung up on..."