west elm

I ordered a jewelry box online. After picking up from the store, I was disappointed of the product quality. First of all, the box was literally wrapped up in paper without proper packaging. And the metal handles already looked so worn out. Note that I bought a new product, not a secondhand product lol. Plus when I opened the box drawer, I could literally see the glue at the edge. How can this quality justify for its $200+ price? I’m definitely returning it.

Horrible customer service - We bought a coffee table and two weeks later price dropped and customer service refused to give us price match. We also bought wall art that came in with defects, we called customer service and got replacement but the replacement had different defects again. We repeated this process three times and eventually had to keep one that had the least imperfection.

Customer service is beyond poor. My ordered totalled over $7000 and I was treated poorly after I was told that the Anton table I ordered would arrive in 2 weeks and not the 5 months that was printed on my order. I specifically mentioned that I would not order if I had to wait that long. I love their stuff but would not buy from them again.

My boyfriend and i bought a sofa from here FIVE MONTHS ago and it still hasn’t arrived or even shipped. The estimated arrival time when we made this purchase was about a month. Every time their estimated delivery date comes they change it to another 3 weeks later. The product hasn’t even shipped and there has been not a single update since we purchased it on November 2nd. They have no problem taking your money then making you wait half a year for a product with no updates! The staff and management are both rude and ignorant and act as if this is a normal thing. I know there had been a covid backlog but i have bought many many pieces of furniture from multiple other stores around the same date and they were ALL delivered within 1-2 months. 5 months of waiting for just a sofa!!!! No updates no reimbursements, nothing. Ridiculous. AVOID AT ALL COSTS. Worst purchase experience of my entire life.

I attempted to order the Playa Outdoor Expandable Dining Table (67.5-90"). I ended up cancelling the order after West Elm advertised extremely misleading delivery timelines and the fact that the item was actually on back order. This dynamic was paired with very poor and/or uninformed customer service representatives.I placed the order on April 2nd expecting delivery within a 2-4 week time period. Near the end of the 4 week delivery window

Just don't.Custom made sofa - 3 months to deliver only to not have it delivered on time. Customer service sub par at best.There are options out there that are just much more reliable.

Put in an order for over $3000. Was wondering why nothing was shipping well past estimated delivery date. Turns out order was cancelled without notifying the customer (us) in any way. Customer service was unable to explain why the order was cancelled - gave various finicky reasons. Was offered a 20% discount to re-order, but some items in our original order was no longer available. Quality of products not important when you can’t even get a hold of them.

No accountability for faulty products. I bought a $300 mailbox and it broke within five months. Customer service refuse to refund or even replace the item as it's outside their 30 day return window". Not standing behind the quality of the item is bogus. Unfortunately have to break up with West Elm!"

What a saga. I ordered a custom couch online. It broke after only 3 months later! A piece of wood came out from the middle, underneath. I initiated a return and this is where the saga begins.First of all, no-one got back to me via email. I had to call several times to get through to someone. Calls constantly being dropped. My new couch had to go to my new address, as I had moved. This was apparently a very difficult thing to change in their system. I told them MULTIPLE times my new address, that I had moved, etc. They assured me it was fine.8 months later I get a confirmation from their delivery partner - they have the OLD address on file and the couch is going there. I frantically call the customer service line, they change the address.I paid extra for white glove assembly. When the delivery guys get here, they know nothing about that and had to spend time talking to head office to make sure it's ok.Their whole system is a mess - no one talks to anyone, I had to repeat my story multiple times. Not to mention their shoddy products that break after 3 months of light use. Never again.

Been waiting over 8 months for my furniture. Still no eta, dates keep getting pushed back. They barely have any items in stock and considering there is no solid time line we chose to order from crate and barrel instead. They don’t have a pick up option either so if we add items to our order we are subjected to pay a white glove service shipping fee. Customer service is very mediocre