west elm

"Wish I read the reviews before going to this store. 3 employees working and no one said hi or help us. Was very interested in buying a couch but end up walking out. Not worth going to this store"

"We ordered a bed from here in December 2022. We were convinced in store to order through them because we'd get "more support" that way. That made it so we couldn't track online, and frankly we've received little support. It was supposed to be delivered in February. Communication was poor. The shipment was cancelled, rescheduled, and cancelled again. Because of this it wasn't delivered in the time frame we needed. It was like pulling teeth to get any information through retail support and I have about a dozen emails. It eventually was delivered. Flash forward 8 months and our furniture is broken due to a manufacturer defect. I've been waiting for two weeks for a solution and have received no word. The included images show the primary support for a cal king bed. It was installed with drywall screws by their "white glove service." I would recommend you take your business elsewhere. I'm hoping a manager will see this and help me find a solution. I will happily update my review if one is provided. For the price we paid for the bed, 8 months of use and no customer service is unacceptable."

"We purchased a custom couch it was delivered in a timely manner after weeks of waiting. However shortly after we noticed that one side was completely uncomfortable it feels like your sitting on coils! I contacted west elm Scottsdale where we purchased the couch and they told me they outsourced out our couch and to send pictures to them and they would come look at it! I have done that three times and they keep saying they didn’t get it or I didn’t send it. I am beyond frustrated and extremely upset. It feels very much like I’m getting the runaround and I’m still sitting here with an uncomfortable $5000 couch.!! I wouldn’t recommend buying anything there as it feels like once you’ve spent your money they don’t seem to care about you or your issues with their products!"

"I was told my delivery was on October 11, 2023 between 10:30 and 12:30 today. At 12:45 I received a call that said my platform bed had never arrived in Arizona. Enough of that business…go somewhere else. I cancelled and found a better deal."

"I wish I could give this company zero stars. I ordered a couch in mid March. Spent about $4,500. My estimated delivery window was end of April early May. This got pushed back to end of May, early June. Early June became Mid-July. Yesterday was July 26 and I finally got a notification that my couch was ready to schedule delivery. I reached out to the company to schedule my delivery, and was told that one piece of my sectional never arrived. Over 4 months and $4,000 later, they were re-ordering half of my couch with a now estimated delivery window of mid-September. The company offered no incentives besides waiving the $200 delivery fee. I have no confidence that they will honor the mid-September timeframe, and asked for a refund. The customer service has been abysmal. I have received no information as to the location of half of a couch. You would think that a company whose sole purpose is to fulfill furniture orders could complete a seemingly simple order of one piece of furniture. I will tell everyone who is thinking of buying a couch here to run away and never look back. Hopefully I will have a couch in my living room by the time my lease ends next March."