west elm

Never order from this place. Ordered in October and they told me my furniture would come no later than January. It’s almost June and I have not received any of the items I ordered (even though they are at the storage facility they won’t deliver them to me until every item arrives). Their customer service is terrible and just tells you it’s en route every time you ask and do nothing meaningful to help you or compensate you in any way. For how expensive this place is, it’s not worth it. Save your money and go elsewhere. My card was charged back in October and I’m not sure when I will receive a refund (if ever) as I finally got so fed up I cancelled my order I’ve been waiting so long for.

For anyone who does not receive their furniture from this store please dispute it with your bank. I won my dispute today for a custom item. This after 7 months with no delivery and many many calls to my bank. Don't give up and don't accept sitting on the floor as your new normal.

We have ordered several items from West Elm over the last several months as we attempted to furnish our rental suite and the experience has been overwhelmingly bad. We had initially chosen West elm for several items based on their estimated timelines specific to each item. Most items have yet to arrive despite original shipping dates of January/February. More upsettingly we recently were told that our couch was lost in the mail; however, we learned today that although we were charged back in February it only recently got sent to manufacturing. GIven our experience over the last couple of months, I suspect that this is a standard practice for them and perhaps part of their business model. I would highly recommend going with any other company who provides modern goods if you can. Our experience with Article, EQ3 and Rove has been exceptional. Do yourself a favour and choose a different option.

Had been a big fan of their furniture, but the store in Calgary has the worst customer service. All they care about is pushing customers to buy their products and if you don't end up buying because you didn't end up liking the product or did not want to pay their expensive shipping fee for a product they don't have in store, they treat you very poorly. Do yourself a favor and avoid shopping at this store.

Ordered a vanity in September 2022 and still have not received. They keep changing the date and whenever I ask for updates , I am told 2-3 weeks. At one point they told me everything had arrived to my local delivery site, but then that turned out not to be true and no one at West Elm will admit they lied or were wrong even though I have it in writing.

Staff are lovelyBut do NOT order furniture from them. Been waiting on. A couch and bed since mid summer; they keep changing the delivery date (originally October, now the new year… maybe).Will not cancel, will not refund, will not return. Will not offer any intervention.The company that schedules deliveries and handles them? Lol they have no idea, they don’t operate in Calgary. You need to go through a 3rd party. Them? They aren’t associated with west elm, so they don’t have a clueBasically your order date WILL be wrong, and you will not you item for MONTHS later (in theory? I still haven’t got it, could be years).Oh and good luck trying to buy another item, they charge your credit card so you have that item on there and you cannot even go elsewhere.Nothing like a massive credit card charge, for an item I cannot get, and can’t even cancel and buy elsewhereIf the item isn’t in stock in the store for you to get, I BEG you. Avoid this company

Love their products but having a terrible time with customer service and getting our order. We ordered a bed frame in July 2022. We were originally told we would get it in September. The delivery tracking kept getting delayed, until November 2022 when I finally called to understand what was happening. Turns out they ‘lost’ the headboard. It took me phoning customer service multiple times for them to do a replacement order - I guess their plan was to just wait to see if it showed up somewhere?! Replacement order was put through in late November. We have still not received the bed. Delivery tracking that had said early February is now showing mid March 2023. Again I have called and they say it is enroute. If the delivery date gets pushed again I’m not sure what else to do. I understand delays etc but it should be West Elm contacting the customer to keep them informed, not us reaching out. Even some sort of apology would be appreciated.

Please save yourself the headache and don't order from this company. I ordered my Cerused White Anton Table Sept. 3rd and it was supposed to arrive at the beginning of November. They lost the item numerous times and had to create several tickets to find the item. It arrived mid-january. Over 2 months late. The quality control on their products is terrible. The table I ordered wasn't even finished being sanded and was missing the top coat of varnish. There was blue and black paint on the edges, a dent on the top from something being dropped on it and a 13 diagonal crack in the corner of the table that got larger if you put any weight on the table. They don't make this colour of table anymore. Had to call customer service numerous times to try and get a refund

I waited 8 months for a grey rug I ordered on sale. After 8 months, it finally arrived. In the wrong color. I asked for a solution and they said I could return the rug for a full refund of the sale price and would pick up the rug due to the mistake. They said I couldn't get the rug I ordered in the color I wanted because they didn't make it anymore. They didn't offer any credit for the 8 months I had spent following up on the rug. I couldn't find another rug of similar quality for that price because I got it on sale. Then I get an email that I need to go to the nearest Purolator location, which is an hour away from me, to drop off the rug and get the refund. Absolute waste of time and money. Customer service is also terrible.

I ordered a table in August of 2022, after months of calling to try to find out where my table was (their customer service department is very helpful and friendly but completely disempowered to circumvent their horrendous logistics) I was suddenly refunded for the amount of the table in March of 2023, over six months from the date of order. No one called me to tell me they will never find my table and no one can tell me why it won't ever be delivered. Worst buying experience I've ever had.