West Elm Reviews

The absolute worst customer service on planet earth. Reps never call you back. Managers tell you they can’t help you until your order is delivered which was their delay. Incompetent people work for West Elm. Shop elsewhere.

After three months, I have still not received my $771.34 refund for an order. West Elm’s failure to complete a simple refund is staggering and unacceptable. Here is the timeline of their incompetence: Failure 1 (February): The initial electronic refund failed immediately. Failure 2 (March): Without my permission, they tried to issue an e-merchandise gift card instead of a cash refund, which I had to force them to void. Failure 3 (April): After I complained and left a poor review, they promised to mail a refund check via USPS. Failure 4 (May): The first check never arrived.

Returned a table bought with a gift card and was told the funds would be returned to my physical card within 2 hours. I shopped around at the physical store, picked out three alternative tables I liked, but they were all out of stock.. What is the point of displaying items you can’t even sell to me. I call that Fake Elm instead of West Elm. Anyway, it is two days later, and I decided to shop online and waste more money on shipping costs. I went to check out my new cart only to see my gift card still has zero funds.

IF I could write zero stars I would. Our extremely expensive couch broke very soon after buying. They took forever to come repair it. Then it broke again two days after warranty expired because warranty ran from deliver date but we couldn't use our couch because it was broken for a period of that time. They will not get back to us and continue to say it is out of warranty, but it is the same break that happened immediately after delivery.

I ordered a sofa in late December 2025, and it was delivered early April 2026.... and it arrived without the hardware and legs. I was told the legs were on another moving van and would be located and delivered within a few days, but that never happened. The sofa was shipped from Hong Kong without all of the necessary parts, and the company then refused to send the missing hardware by any method other than boat. After more than a dozen calls to customer service, I was told I would have to wait until September 2026 for the legs to arrive. As a result, I have had to wait an additional five months before I can use the sofa, which is still sitting on the floor without its hardware or legs. Customer service has been completely ineffective in resolving the issue.

We ordered furniture in February and are still waiting!! We received one delivery that only included 1/2 of a shelf. Still waiting for a desk unit. Customer service calls are very lengthy and not helpful. We are beyond frustrated! They keep telling us that we will hear back but we don’t and then call times are an hour or more and nothing gets resolved. Once we receive our ordered furniture—IF we do, it would take a lot for us to order from West Elm again. Furniture is nice but customer service and delivery is a nightmare. They send us surveys every day and can’t be submitted!!

Harris 2-Piece Bumper Chaise Sectional (100"–116") -- zippers broke right away; customer service claimed we washed it the covers and we did not!!

I ordered the Sintra Coffee table and Penn chair in early April 2026 online. The estimate for delivery was before April 30th. I needed these items ASAP so I ordered them as the estimated delivery was quite soon. Estimated delivery window has now been pushed to May 1-21. When I called West Elm support asking why there is a delay, the customer support guy mentioned it is a 'drop ship' order and it could take at least 2-4 more months for delivery as these items are manufactured in Vietnam and Philippines. The estimate given is something that is never guaranteed. :D

Do not order anything from this company that needs to be shipped! They will not work with you if there are any issues. They charge an exorbitant amount for shipping and charge for returns. Items take months to arrive even though they will tell you it is in stock and will arrive within one week.

5 stars for Customer Service, in particular Tina **, who helped turn a really frustrating experience into a positive one. I ordered 2 couches in November 2025, and they were continually delayed until April 2026! When they finally showed up (the delivery service was excellent!), the color was completely off. Multiple calls to Customer Service (whose agents were all polite, professional, and helpful) led nowhere until Ms. ** was able to document my issues and arrange a successful and very rapid return of the couches and refund of the amount paid. Throughout she kept me informed and updated and was unfailingly polite and patient. Her outstanding service kept me as a customer and represented the very best of West Elm.

Placed an order on 03.20.2026 and randomly received the package on 04/25/2026. Well on 04/25/2026, I was on vacation when the package was delivered to my front door instead of the apartment office and of course when a package sits out in the public eyes for days at a time - it was stolen. West Elm did not insure it and I am out $87.04. The Customer Services SUCKS (attitude: not my problem - we send you an email while you were on vacation). I will never buy anything from them again. If this happened with Amazon, they immediately replace items. So disappointed!

I bought a table in the store, when I got home they had given me the wrong table. I want to ship it back, I live an hour and a half away. They told me I had to bring it back in, even though they clearly have an online service and could send me a shipping label. I would never buy anything from a store with such poor customer service again.

I ordered 4 chairs via the open box program (which means you cannot return them) and paid for white glove shipping. They said they would wait for all the chairs to ship at once. Then one chair arrived in a box on my doorstep. I had to unpack it and carry it in. I called to ask for my money back for white glove shipping. They said no, I spent an hour on the phone fighting with them before they would credit me for shipping I didn’t get. They still charged me for regular shipping. Then the second chair was supposed to be delivered. They changed the delivery time the day of delivery so I called to say they could leave it. They told me to write a note saying it was ok, which I did. Then the delivery guy told me if I didn’t call him back right away saying they were ok to leave it, he was going to take the chair. I was at work and could not respond immediately.

Order cancelled with no explanation or email saying so. So I didn't find out until the day it was meant to be delivered.

Horrible service. Do not purchase from here if you care about where you're spending your money.

West Elm used to have good quality and good customer service but it has completely gone off the rails. The quality of furniture is non-existent. Items consistently arrive damaged or break after a short time. Their prices go up as quality deteriorates. Avoid this brand and all William Sonoma brands at all costs. Don’t waste your money.

I was interested in buying a table - it was only listed online as available with white glove service delivery - 180 dollars. I called in and was told that to order then call back in and change the terms to simply be deliver to my door. When I did, they then told me this was not available and wouldn't stand behind what I was told previously. Customer Service at West Elm doesn't know how to talk to customers and I have found them to be an unethical organization on more than one occasion.

I ordered 6 chairs from West Elm in December 2025. After being forced to contact them over a dozen times — each call lasting an hour or more — West Elm only managed to deliver 4 chairs in April 2026, three months late. The remaining 2 chairs are now "no longer available." West Elm failed to fulfill my order, failed to communicate proactively, and wasted countless hours of my time.

I have been trying to return a sofa with obvious fabric issues for months. Keep getting the run around and being told they cannot adjust my purchase. I asked for an exchange or credit. I sent photos of the problem whose were quite noticeable. They are totally unfair and have a terrible customer service policy. Severely disappointed with West Elm.

I paid nearly $5,000 for a sofa from @WestElm. It arrived damaged. I submitted 12 photos. Your team confirmed they received them and said someone would follow up. No one did. Instead: