west elm

Recently I purchased a sideboard from West elm. I placed the order on June 8th and expected the delivery between 1-15 of July as per the order confirmation. The product availability and reasonable delivery time was the main reason we decided to purchase the sideboard from West elm despite a significant shipment and installation fee which cost me around 400 $. However, I did not hear any news from West elm regarding the delivery and the online tracking kept postponing. Finally, it was scheduled for mid-September!I was not home at the delivery time, but when I got home and saw the sideboard, I was disappointed! They only install the legs and the doors were not adjusted nor were the inside parts! We spend a couple of hours adjusting the doors and making them aligned. The sideboard itself is perfect, we are happy about it. But 400 $ for a shipment that was delayed for 2 months, with no apologies or explanations, and a poor installation is inequitable!

As many other reviews have mentioned here, ordering products online from them is an absolute terrible experience. Ordered a carpet in October, which as of today (end of March) has yet to arrive. Customer support is not able to resolve any issues and no one knows what is happening with items. While not all the items we purchased experience this issue—the fact that they cannot ship simple items such as a carpet for over half a year and cannot provide an answer as to why they are having issues. I truly hope this string of poor reviews and same issues provide an incentive for management to resolve their shipment problems. As for us, we will no longer be buying anything from West Elm unless it is from the store—as we simply dont know if we will ever receive the item.

I understand now why the poor reviews on West Elm. Customer service is terrible. I bought a doormat online and got it shipped to the store for pick up since their website suggests this option if you want to save on shipping costs. They ended up charging me $50 to ship it to the store, which is more than what the doormat costs. I called customer service multiple times to either cancel the order or get the fee waived with no results. I ended up paying $100 for a doormat that I had to go pick up myself at the store. I will not be shopping at West Elm ever again.

Absolutely atrocious customer service. We purchased an item back in October 2022 and we still haven't received it, three months later, with no communication, explanation, nor apologies. Apparently they're helplessly lost and unable to track any of their own products. The customer service reps on the phone are of no help either. The managers" will simply refuse to speak to you. Ask for a refund? They'll hold your money hostage and make you wait more.To be fair

Purchased some dining chairs and told it would be 4-5 months. Okay. But then I proceed to get charged day after day after day for the chairs due to a glitch in their system and all of a sudden I'm out $7000 while they try to refund me over a 10 day period. Despite all this, I talked again and again with support to try to get these chairs I really liked but nobody was able to take care of business. Call and emails were ignored and passed on to the next guy for weeks. Either short staffed or incompetent. I ended up canceling the order.I also ordered an armchair around the same time and had it delivered to their store for free pickup. Despite living just 8 blocks away, delivery was $300 extra. Give me a break. At least the chair looks nice. It's not comfy but the dog likes it. Too bad you can't actually try before you buy. Now if I want to return it, how do I get it back? It was so big it didn't even fit through our door in the box. I had to dolly it home.

Sooooooo TERRIBLE!!!I ordered 2 nightstands and a dresser on Mar 20 over the phone. Since the dresser was back ordered and my new home was not completed yet, I asked a sales if all my orders can be delivered once the dresser is in which is between May15-30. However, soon later, I found out the nightstands were already shipped. I called the sales at Granville Street again to ask what I should do and he told me to call CS to cancel the order. I called CS and the rep said my order couldn't be cancelled because it's already shipped but she could make the nightstands come back to their facility and ship it with my dresser. I thought the problem was solved but it was NOT!!! I emailed Westelm to handle this responsibly, and they have ignored my emails after all. Also, I called the store and left my phone number to call me back. Of course, NO CALL BACK YET.

Ordered 4 items (2 on sale, 2 original prices) and told they would deliver around mid June. A week ago they sent me email telling one of the item won't be in until mid Nov. Called customer service to inquire and all the people I spoke with are very unhelpful. Told them I would like to cancel those 2 items that were on backordered and hopefully the 2 on sale items would be shipped sooner, they only cancel one item despite I repeated multiple times of cancelling BOTH items. Had my mom called them yesterday to cancel the remaining item and again no cancellation email was sent. The customer service" is extremely unprofessional and they sound like they are tortured/forced to work there. I hate to communicate with them because they would be completely silence after you tell them what your inquiry is and leave you wondering are they actually working or just ghosting you. I sincerely do not recommend this store."

Bought a $200 planter, pure white and plain. They wouldn’t let me buy the one in the floor that I could see, instead I have to pick one up in a box from the loading dock. I take it home and the ceramic glaze is full of pock marks and imperfections. I call them, they tell me to bring it back, but I live quite a distance from there so told them to pick it up. They said no because that’s what the pot was supposed to look like, I said the one on the floor didn’t look like that. They offered me 20% off, I asked for 50 for damages goods, again was refused. Talked to the are manager who was just as arrogant as the store manager, terrible customer service and faulty product

I am really sorry for westelm company.Because their customer service is terrible.I bought ten items of furniture from them in October 2022 and paid them in full. But unfortunately, now that it is May 2023, I still haven't received some of my items.Each of my items arrived three or four months late. And the customer service did not help me at all.While it is written in my receipt, it may reach you two weeks late from the mentioned date. But we did not receive any apology email or notification for our three or four month delays.And now we have emailed them for almost three weeks to return a table, but they have not contacted us yet.I suggest you, when you don't know if your items are unlabeled, it's better not to take money from your customers.

Hi, I wished I had read these reviews before ordering. I ordered a sideboard for my office in February with an estimated delivery date of early March and as of May 11th have still not received it. Their communication on their site and via email about stock & delivery times was incredibly poor.Customer satisfaction is not a priority for them and they have 0 interest in trying to make my experience a happier one. And from the negative reviews and sentiment online, it sounds like many others have had a similar experience!