I normally don't do reviews. They're customer service is terrible in Emeryville. Only one staff me ask me if I needed any help. She was really nice to me (young African American girl). But everyone else was just walking past me being super rude. read more

Trash company selling junk furniture. I waited 2 months to receive chairs that are so badly manufactured that the bolts aren't even long enough to reach the threads. Even if you can get them started they strip because they are cheap metal and don't screw in far enough before they go tight. All of the chairs wobble too, like the wood is warped. I investigated on Google/Reddit and these 'cafe' chairs have had these same problems for many years, West Elm clearly don't care and have made to effort to fix the quality issues. No wonder they have no reviews posted on their site! Also I paid over $200 in delivery for this 2 month service, and when they arrived I found them dumped by the street in the rain. Nice work. I will never buy anything from West Elm again. I don't have time to return them so I'm stuck with this junk. read more

My wife and I went here to look at sofas and rugs. We were expecting to go with an Ikea couch, but Lana did a really great job helping us find the right style of couch, durable fabric, and more. She had so many great tips to help us figure out exactly what color and style we wanted and how the rug and sofa went together. I'd highly recommend shopping with Lana! read more

I really really really love West Elm furniture, but after spending thousands of dollars there over the past few years, I'm about done with their crappy customer service. I went into the Emeryville store on the hunt for a new sectional sofa. I was ready to drop $2,000+ and order my sofa. The guy that helped me in the design section didn't care at all and was super snotty and seemed pre-occupied with something he was working on at his computer. After asking him some general questions about two sofa's I was interested in, I left with a few print outs and color swatches. If he was more helpful and actually was interested in helping me, I would have sat down with him to order my $2,500+ sectional sofa. Now I'm trying to order it online and super confused on what pieces to order and I'm going to have to make the trek back in the store to try and order it this week. West Elm really needs to step up their customer service game. Service has always been so bad at almost every store that I have been too (in multiple states!) read more

I have never posted a negative review but my ongoing experience with West Elm has been horrendous. Long story short, I placed an online order for two ottomans and two swivel chairs at the beginning of October 2024. The ottomans arrived right away, but I am typing right now on November 11 and am still waiting for the chairs and am in the process of cancelling the order. I have made no less than six calls, lasting at least 30 minutes and many times over 45. They mixed up the delivery address; kept scheduling and cancelling delivery; charged my credit card innumerable times to test my credit availability ($1600 six times and then crediting that amount back); plus, I got conflicting answers from each phone rep -- I had to call another number to change the address, I could not cancel the order by phone, I was told repeatedly that the nondelivery could not be accounted for, or why I was not notified of a cancellation. It was one frustrating explanation after another. Each time there was an nondelivery, I had already received a text with the confirmed hours of delivery! Either reps are poorly trained and don't know the answers or these are outright efforts to give customers the runaround. I am still waiting for confirmation of my cancellation. At this point I don't even want the chairs anymore since the negative vibes are already built in. When I was cancelling the order, they couldn't even calculate the amount I was owed. Last number they gave me was for something like $11,000 which is absurd since the chairs only came to $1,200. It's my belief they were calculating in the numerous debits they made to my card to test my credit. Macy's, Living Spaces, Amazon all have superior delivery systems. I find this experience even more frustrating since West Elm is affiliated with Pottery Barn. I mean how difficult is it to deliver two chairs on the date specified? Or to do basic math! Even if it takes weeks, customers should get firm delivery dates instead of waiting around five and six times for deliveries that never arrive. I must use Macy's as an example. I ordered a piece from them online; they called me proactively to let me know that because the order required special handling I would not get it until December. I agreed to this but just received a notice to schedule the delivery this week, earlier than expected. Plus I have received several confirming calls. I appreciate that effort and customer service. West Elm should analyze how Macy's conducts its customer service. I will never do business with West Elm again and only hope I am successful in getting my money back. Who knows how long this will take! read more

On August 16th, I ordered dining furniture which initially had the estimated delivery time of August 31st. However that date is been kept back every two weeks. Now it was pushed again to October 27th. And I'm pretty sure they'll keep pushing it back. I called the customer service several times ( which is useless) they couldn't provide any information of where the dining table were at. They didn't know. The agents just keep transferring me to other customer agents and nobody is able to provide the answers ( final estimate date). Having that furniture is very important for us, I already donated my older furniture. I went to several furniture stores before deciding to buy at West Elm. I ended up buying at West Elm with their false claim that the furniture was already available and ready to ship and delivered within 2-3 weeks. It is dishonest to sell a furniture with a delivery date that they know that it is not true. At this point, I believe that West Elm don't have enough furniture to supply their clients and are keeping selling furniture that they don't have available. It is very sad to see companies well established like West Elm participating in this dishonest scheme. At this point, I'm willing to cancel my order, but their policies do not allowed it. There should be many West Elm clients that are in the same position that I am, I wish there is something that we can do against this type of scams. read more

please save yourself months of aggravation and don't purchase anything from this store. look at other review sites and see all horrible reviews my most recent terrible experience with West Elm has been going on for over 6 months and I still don't have the piece of furniture that I paid for!!! not the 1st time this has happened with West Elm. shame on me for buying anything else from them. I have spent hours of my time trying to resolve this, which shows what a horrible business this is and how they don't care about customer satisfaction. I will never ever buy anything there again. read more

Don't buy. We had two beds delivered and our home was damaged. I submitted a claim and called over the following two months several times, always was told they escalate it and I should here within 5-10 days. Nothing. They then mentioned they outsourced claims and couldn't do anything about it and couldn't give me the information about the company. I tried to escalate within West Elm and they refused. Horrible customer experience. read more

We ordered furniture over three months ago for my mom's house which was destroyed in a hurricane last fall, and despite the fact that we paid over the the threshold amount for a split delivery and 80% of the furniture is in the warehouse, West Elm REFUSES to allow a split delivery so that we have furniture in time for Thanksgiving--the first time we will be returning to the house as a family since the hurricane. This is despite the fact that West Elm know that my father (and mom's husband) died three weeks ago in a biking accident. West Elm would prefer that our grieving family has no furniture for thanksgiving than raise a single finger to help. West Elm is a HEARTLESS corporation. They do not care at all about their consumers. We qualify for a split delivery, and yet they refuse. They are literally the worst organization I have ever dealt with. I have called every day now for over two weeks and they refuse. I literally can't believe what a heartless corporation they are. Please never buy from them ever again. read more

We spent more than $15,000. The amount of incompetence is staggering, from getting our address wrong (4 times), sending half a lamp and most recently, damaging a sofa not once but twice with a box cutter, two months apart. We are now told that the sofa we planned to tie our living room together is out of stock. Yesterday, a supervisor in customer service promised to help us find alternatives. When I called back, I was told that the item was out of stock and there was nothing she could do. When I informed the person that just the day before that she'd offered her help and that it felt like customer service at West Elm was a bit of a sham, the person hung up on me. I cannot tell you the number of frustrating hours I've spend on the phone trying to get basic services from West Elm. I will never buy from them again. read more

We remodeled our house and wanted to update our furniture. Based on designer's recommendation we purchased Sloane sofa from West Elm. After approximately 2 years of gentle use, one of the back cushions looked lumpy. I opened it to find that the inner lining containing the cushion had fallen apart. I contacted the customer service and they asked me to purchase a replacement since it was out of 30-day warranty. It cost $109! I begrudgingly ordered it and waited 3 months patiently for its arrival. By the time it arrived I noticed that the second cushion also fell apart. I sort of assumed that the quality was good. We had purchased a sofa from Crate and Barrel 15 years ago, which is still in good shape though didn't go with our new decor. This was a big purchase so I'm not sure if we will get another sofa any time soon but we will not be returning to west elm ever. I wish I had the reviews before purchasing thes read more

west elm - Inside of the replaced cushion, completely fallen apart. - Furniture Stores Near Me - Emeryville, California

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Not even 1-star quality: Customer service is non-existent! Don't come here if you need any help. I've been eyeing a new sofa and was super excited to see the bigger showroom. (note: I specifically drove up from the So Bay). The store opened at 10am on a Saturday and I was in the shop by 10:10am. The sofa I wanted was front and center! Yay! However, then the experience went downhill after that point. I asked a sales associate (who was putting things in/out of a drawer) what material was used in the filling because it felt super soft... down or poly-fill. He responded with "oh, that is a sectional with storage."... um, that's not what I asked for. He later responded with "oh, poly-fill"... wrong. It was down-filled. Instead of any follow-up questions, the sales assoc continued with his task at the drawer. Then I decided to explore the fabric samples at the wall. For whatever reason, the store decided it was the perfect time to have a team huddle about 25ft away from me. They all saw me but no one said a word. I ratted around the fabric and even dove swatch samples (which had a sign to ask for help). Not once did a sales associate approach me or said a word. In fact, I thought it was even more comical they were talking about how to improve their sales. DUH!!! I'm right here and ready to spend money on a new damn sofa that isn't cheap. Needless to say, I walked around the store and back to the fabric sample area 4x. No one said a word or approached me. My only guess is that someone in a hoodie, baseball cap, and flip flops are not their clientele and they would prefer to ignore me. No problem... no sale for you. @WestElm - you need to improve your customer service. Otherwise, there are plenty of other companies that will want the business. read more

I'm going to join the chorus of negative reviews. West Elm is a terrible company. We ordered chairs for our dining room in April, 2021 that were supposed to be delivered in July, 2021. It is now January, 2022. No one at West Elm knows when the chairs will be shipped. The customer service people try to help, but the company is such a mess that they are unable to figure out what's going on. They have nice designs, but just don't do it. It's not worth it. Unless you want furniture delivered 2 years after you order it. read more

This is more to do with West Elm as a whole, and not about the quality of customer service from this location. I ordered a custom chair in January 2022. They attempted to deliver on Aug 2022 but the chair was damaged upon delivery. It's now Feb 2023 and I'm still waiting on their second attempt. I've had to call several times to receive updates. Total lack of communication, horrible wait times on phone with bad customer service, terrible and appalling in-store POS/inventory portal. Their retail store system is built in such a way that retail employees have as much information about orders as much as the customer on their convoluted website. (Why doesn't the re-order show up under my account??) Their delivery system doesn't communicate with the distribution center that doesn't communicate with their online system that doesn't communicate with any other entity within the company. This is the most expensive $1000+, friction-filled, cumbersome retail experience I've ever had. DO NOT PURCHASE FURNITURE FROM WEST ELM. read more

My daughter was an employee of Williams Sonoma, which is a partner brand to the store, and when we had come in to this west elm location, I have never received worse customer service. Not only were the employees rude, including the managers, they had also been unprofessional and some of the worst help I have ever seen. I truly will never step foot in there and couldn't even understand the disrespect they had shown my daughter, as she was an associate as well. Disappointing read more

when a company can't respect their delivery time and keep delaying without apologizing or offering compensation, this company should not be in business. Worst experience ever, waiting for 6 month for a couch with 2 delays and rescheduling so far on the arrival date and they can't even track the location of the couch. Advice folks, do not go there!!!! read more

I purchased the Andes Ottoman - Extra Deep to go along with the Andes sectional. One of the crossbars that spans between two legs split in the middle within two months of owning it. After taking apart, the crossbars are made with flimsy plywood with the grain going up and down, making it easy to split. It's a poorly designed and cheaply constructed piece of furniture that can't possibly last. I fully expect the other crossbars to also split. West Elm refused to take any responsibility for the poor quality and did nothing to resolve. I will not be purchasing any additional furniture from West Elm based on this experience. read more

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My wife and I purchased two medicine cabinets in March of this year, and one of their mirrors randomly cracked in September. I explained the situtation to customer service representative named Jill, and she said the could not do anything about faulty products outside the 90 day return window. This struck me as very unfair, and I politely asked her for options on how to elevate my request for a replacement or refund. She sounded frustrated while she offered for her supervisor to call me back to discuss options, and I agreed. I asked for her supervisor's name, but she promptly hung up on me. I still haven't received a call. This was a very frustrating customer service experience, and combined with also being required to pay for in-store pick up, I'm not inclined to buy from them again. read more

Order was placed that was $10,000 so you would think the customer service would be amazing. Order got cancelled 4 times when it reached the editing department for mistakes that were made on their end, like a wrong letter being added into the address. Instead of calling or emailing they just cancel your order. Customer service was the worst my husband and I have ever experienced. Countless hanging up and issues with being able to find our account to help us solve any issues. Will be cancelling the order and not paying a dime due to the rudeness, countless mistakes on their end and no care at all for the fact that a customer spends this amount of money and gets treated like this. read more

EXCELLENT customer service! I cannot say enough good things about Richard. There was a mix-up from another West Elm location that resulted in my rug being shipped to the wrong location. We were working against a deadline for a project and needed the rug ASAP. Upon hearing this, Richard went above and beyond in helping me find an exact replacement rug by the next day. He really saved the day and turned around what could have been a very disappointing experience. To top it all off, he's extremely personable, professional, and thoughtful - he sets the bar high! I will do all of my future business at this location because of Richard! read more

I walked in here the other day looking for a comfortable couch. When buying a couch I usually try to picture myself looking good on the couch in a satin bathrobe while sipping a cocktail - but nothing in this store could I see myself looking good on or near in such a situation. So underwhelming the whole store - especially after having come from EQ3 which is nothing less than breathtaking. This place looks like a cluttered craft store with some couches hiding underneath piles of pillows and junk. Customer service doesn't exist. This place is the exact opposite of the hawks at Lazyboy who try to hunt you down and cram a clunky recliner down your throat. The people here are totally indifferent to a customers presence. Avoid this place. If you like made in America furniture go to EQ3 just across the street. Incredible showroom and furniture and customer service. The best views of the Golden Gate bridge too. If you want more value go to Living Spaces. Not made in USA but better build quality than Restoration Hardware and a lower price (see their display in San Leandro). read more

Do not use west elm. I orded 2 sofas with a six week delivery date. It took 3 months of aggravation. They kept changing delivery date and charged my credit card out of the blue, which I had to contest. So now I had to deal with west elm and my credit card. They didn't even cooperate with the very last step of an insurance certificate for my apartment building. Agony from my very first step in the door. read more

We purchased a West Elm Landry Bench. It showed up defective; the arm was misshapen, the material was very loose, and strings were hanging from the furniture. I went to West Elm and they made us call "Customer Service." Customer Service told us that the piece had been discontinued and we could not replace it (we had waited 3 months to get the piece...). They set up a "medic appointment" to try to repair the piece but they lost the appointment. We will NEVER buy anything from West Elm again. read more

We are fans of West Elm and decided to visit the Emeryville store since we had purchased some items online and thought we would go see some bigger furniture items in person. We were never acknowledged and could not find help on the floor. I waited in line and there were several staff behind the register, only one was helping a live customer and no one making any eye contact. We walked out after 20 minutes of not being able to ask anyone for assistance with a coffee table we wanted to buy. Very frustrating. read more

west elm - Emeryville location - Furniture Stores Near Me - Emeryville, California

One of my worse purchasing experiences ever. I ordered a bathroom vanity--which was expensive--in November 2021. It arrived in April of 2022 with a broken marble countertop. West Elm then proceeded to send me five more broken countertops, one after another, through the end of October 2022 before I finally told them to not bother trying again. Meanwhile the base was installed with expensive new plumbing. I am now planning to have a local countertop person fabricate one for me. West Elm refused to give me a refund unless I ripped out the partially installed vanity. Their incompetence and complete lack of concern or service was epic. As of this writing it's still not functional, so I have a bathroom with no sink and it's coming up on one year. read more

what an absolute disgrace, I bought 2 sofa's and a dinning table in March, delivery was scheduled 1st week of April . Delivery was postponed few tines as they were waiting for the last piece of furnitue to arrive. fast forward to June 2023, i received one sofa and dinning table , 2nd sofa is LOST yes LOST and they have to make a new one. I asked them to cancel the order and refund my $1899 , oh no you have to wait until new sofa reaches the delivery company until they can refund you . I have called 5 times , I have sent 2 emails. no one cares to even respond . read more

Horrible experience. Purchased sofa 3 months ago on 3/17/23. Delivery to be in 6 weeks. Made 3 payments. Have not received. After multiple contact with customer service, was advised today that they can't locate the sofa, and they submitted a doc search, and I won't know what is going on for 12 business days. My options are to wait and see what happens, or cancel my order. This is supposedly with the input of a member of leadership. I have called, I have chatted, I have instant messaged. I have asked for someone to talk to in corporate office, but each and every person I was in contact with said they do not have that information. Angry and disappointed. read more

Great experience! Never have been in West Elm before but was shopping online as me and my gf were in the hunt for a dining table for our new house. Saw there was a sale online but needed to go in and see the table in person before dropping a pretty penny for something we hadn't seen in person. I was welcomed within 2 minutes of being in the store. Immediately I felt welcomed and as if I was in the right spot. I had several questions about delivery, shipping & extra accessories. The employee who I worked with was very insightful on process and very helpful ( I wish I had remembered her name - I'll come back & edit when I look at my receipt). This was my first experience at West Elm & I know I will be back. read more

west elm - Furniture Stores Near Me - Emeryville, California

TERRIBLE. I've had the most incredibly frustrating customer service experience of all time with this company. Ordered a bed for my daughter which took MONTHS and MONTHS and the company had no idea where it was, then it arrived damaged and with no components so could not be assembled. I requested a refund and it took multiple calls and many, many weeks to request a refund. At the time of writing, the refund has not been processed, so West Elm still has our $1,100. We also ordered a dresser which arrived months after ordering even though it was in stock and ready to ship. It arrived damaged and I requested a replacement. I have no news on the replacement (it has now been 6-7 weeks). I have called multiple times and keep getting pushed to different departments at the company. No one seems to have an answer. DO NOT ORDER ANYTHING FROM THIS COMPANY. read more

Ordered the Needle Pine Wreath in gold, $99 on sale for 40% OFF. It arrived 6 days later and what a disappointment! It doesn't look anything like the online image. Color options were white or gold with the gold looking rather dark on my large Mac desktop screen. The box I rec'd is marked "champagne" (not one of the color options) and the wreath rained glitter all over the floor when it was opened. It looks like something from a dollar store. Sending it back. read more

awful awful awful awful experience over a year with west elm. just the worst. originally ordered a dalton sectional that was horrendously uncomfortable, like it makes you not want to sit down, that bad. they gave me a refund and i bought a harris piece, again open box, but it has been postponed for delivery 3 times, it's open box, like ready to go, how is it taking this long, well, i'll tell you how, seems as tho someone canceled my order on their end and they were never gonna tell me, unbelievable, so when i was talking to the lady we agreed it's best for a refund and all parties go our separate ways, that is somewhat satisfying, but when i got the refund it was on a e merchandise card which leaves me back at the mercy of buying from them, so who's to say i'm not gonna buy something again and have to wait only to have it canceled from someone on their end again. talked to a lady and she tried to convince me not to buy "open box" but that is all i can afford, but just because you buy open box doesn't mean you should be treated as a 2nd class citizen buyer, that is unacceptable and just truly unfair. i am not gonna use the remaining 850.00 dollars on my e merchandise card, instead i will keep it and make it my goal to write how awful this company is from now until eternity, you could thank the 2nd customer service agent i talked to for that, the first one, barbara was really cool and definitely understanding, the last lady i talked to didn't really seem to care and was looking for a reason to disconnect the call, again customers that buy open box items ........................ are. still. customers, you should treat them as such. do not buy from west elm, do not buy from west elm. read more

west elm - Furniture Stores Near Me - Emeryville, California

Service here is terrible. This is our second time here trying to get help and the people who work here have a lot of attitude and are super unhelpful. I will spend my money elsewhere. read more

Never buy any furniture from this company! I purchased a couch in November 2020 and it came with a flaw in the cushion. I called in early 2021 to try to get a new cushion. In summer of 2021, they finally delivered a new cushion but it was the wrong size. It's now January 2022 and I still have not had the issue resolved despite about a dozen calls to customer service, emails, and letter to the corporate office. The most awful customer service ever experienced! read more

Bought 2 dressers and we are on third delivery. Every single piece damaged, returned and redelivered damaged. Cancelling our last replacement order and requiring a full refund. Terrible. Nothing is inspected before it is wrapped. read more

Buyer BEWARE! West Elm is the worst company on earth. I wonder if they are committing fraud by avoiding issuing refunds to customers. It appears that they want to frustrate you in hopes that you will walk away from your money. Here is why, I ordered the chair. It took over four months for the chair to get delivered. When the chair finally arrived, It was the wrong chair. I called the same day and sent them the photos that they requested as proof. The rep confirmed that I was sent the wrong chair. It would be an easy and fast fix to return, at least so I thought. Little did I know that It was far from easy, but rather the beginning of a West Elm nightmare, which led to months of phone calls, each lasting at least about 90 minutes. I have been on the phone for over ten hours and still counting. Still no refund in site. They keep giving me one wrong information after another. They refused to transfer me to a manager; they claimed to be messaging the manager for directions on what to do. Basically, the reps either tell me that there is a technical issue that is preventing them from processing the refund, or they flat-out lie to me that the issue has been resolved, instructing me to wait for a call to schedule the pickup, which didn't happen. So, I had to keep calling. One rep sent me a link to cancel the Allstate protection plan on the chair. According to her, it was preventing her from issuing the refund. The link she sent didn't work; she then told me I had to contact Allstate Insurance via phone. She also told me that because I purchased the $79.99 protection plan when I bought the chair, Allstate was responsible for issuing the refund; it didn't make any sense to me, given that I didn't buy the chair from Allstate. I got a protection plan Westelm offered on their website. I insisted the rep remained on the phone with me while I called Allstate. I wasn't surprised that the Allstate rep needed clarification on the nonsense, and he explained to the Westelm rep how the protection plan works. Allstate didn't even have any record of the plan. It had not been reported to Allstate. I had to wait for Allstate to receive the plan from West Elm before I could cancel the protection plan. Within a week of canceling the plan, I received the refund check from Allstate in the mail for $79.99 It should be smooth sailing after that, given that the WestElm rep claimed the issue was due to the insurance on the chair. That wasn't the case. It was another false statement I received, one of many. If I were to write down every incorrect piece of information and promise made by West Elm reps, I would write a book, not a review. Long story short, after over a month of going nowhere with phone calls, emails, and misinformation, each rep telling me something different, I started threatening to take legal action. They finally scheduled the chair for pick up. The delivery company called and scheduled a pickup. I was glad when they showed up as scheduled and was relieved to see the chair gone. It was uncomfortable to sit on, the color was awful, and it didn't go with the office decor. No one at my office wanted it, so It just took up space. After the chair was picked up, I was expecting a refund within three to ten days, as stated by the rep who scheduled the pickup. At this point, you can guess what happened next: the refund wasn't issued. I waited patiently for three weeks and called West Elm. I spent another hour on the phone with a rep. Like always, they sound surprised by the ordeal, promising to fix the issue. As usual, I was placed on a long hold while they message a manager to resolve the issue. The rep told me that they didn't receive the chair. After I told her I had proof, the camera at my office captured them picking up the chair, and they emailed me a review link wanting feedback about the pickup. Then she came back on the phone, this time saying they just confirmed the pickup and that they needed to update the system so the refund could be issued. She then tells me that it will take about ten days. Here we go again. Given the history, I didn't believe what she told me. In addition, the rep changed from her previous statement promising that the refund would be issued within three days to a different information stating that we needed to wait for the system to be updated to show that the chair was returned. Really, why should it take a month for their system to update after they had confirmed that the company received the chair? When will this end? With a service like this, they will go out of business soon. I have spent thousands furnishing my home with furnishings from Pottery Barn. Given that West Elm is a part of the Pottery Barn company, I expected the service to be better. I have noticed that the customer service from their companies could be better, but this takes it to a whole new low. What a shame. They tried to offer me a store credit instead of a refund. I told them absolutely not. read more

I've resisted writing this review hoping West Elm would resolve it to our satisfaction. After six months, multiple phone calls with Customer Service and a visit from the "Furniture Medic" it seems unlikely this will happen. Bought the Urban 84.5 Sofa in January 2020. Loved the look. Also bought a coffee table and a rug and two side chairs. By March 2020, the couch cushions were visibly collapsed and the fabric was pilled. In three months, it looked older than couches we'd bought from Raymour & Flanigan 15 years ago. Took photos, sent them to Customer Service. They requested a "Furniture Medic." Another month went by before the "Furniture Medic" confirmed on 5/16 that the foam core cushions were inferior quality. He put in an order for replacement cushions. Another month goes by. A package arrives 6/30. It contains ONE replacement cushion IN THE WRONG COLOR (feather gray). So it's useless. Follow up yet again with Customer Service. They assure us another cushion will be sent as well as new cushion covers in the proper (pewter) color. Another month goes by. The second cushion does arrive...in the wrong color. No cushion covers. Follow up once more with Customer Service. They assure us the cushion covers are on the way. We get an email confirming their arrival by September 2nd. The date comes and goes. I call my good friends at Customer Service to ask about the status of these cushion covers. The polite lady at Customer Service tells me that the request for the cushion covers WAS NEVER PROCESSED and promises I'll be getting a call from the distribution center by the end of the day. Never got that call. So here we are. Our couch looks worse than ever and we've got two useless replacement cushions in the wrong color. We've been patient but I am done. I want my money back so I can buy a new couch from...oh I don't know? Raymour & Flanigan? I realize there are many worse things going on in the world. I realize the global pandemic has probably had an impact on West Elm's bottom line. But if I'm going to be forced to spend my winter indoors I don't want it to be on a shoddy couch. We take privacy seriously; please refer to our Privacy Policy to learn more about how we keep you protected or submit a Do Not Sell My Personal Information request. Visiting our website constitutes electronic acceptance of our Terms of Use. Some of the products and services on our website may be sold or provided by brands with whom we have a financial relationship. When you click on links or are otherwise referred to those brands, we may receive compensation for those referrals. See our FAQs or Contact Us for more information. Copyright © 2020 Consumers Unified LLC. All Rights Reserved. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. read more

Beyond disappointed with my experience with West Elm. They don't seem to care about the inconvenience caused to their customers which makes me believe that they're not in the business of retaining customers. - My order was delayed by a few (3.5) weeks and I only found out about it when I opened the website. The team made no attempts to reach out to me to communicate the delay. - Upon follow-up, I was told that nothing could be done to expedite the order given that the order value was under 5k. My order value was 2.1k and I don't think the value of my order should make a difference to the brand as a customer is a customer no matter the value of their order. - During my multiple follow-ups with customer service, I was told that compensation would be discussed upon delivery scheduling/ delivery. Once the delivery scheduling was done though, I was told that since the delay wasn't beyond the 1 month mark, it doesn't qualify for any kind of compensation. read more

West Elm is a total joke! RUN far away! Their stuff is nice but customer service and follow through is a joke..our delivery has been canceled four times..we finally gave up.Look at reviews on other sites..99% of them are 1 star..don't waste your money or time! Don't know how they are still in buisness!! read more

Ordered a rug online. The item was yet to be delivered and went on sale considerably. I called customer service and was told sorry we have a strict price adjustment policy and can't refund the difference. When I asked to speak to a supervisor I was told sorry they will tell you the same. read more

The customer service is bad, very rude, and confused. I only need a certificate of insurance for my delivery. They can't even send me one directly, plus, there is no guideline about how to get the COI when you schedule your delivery appointment online. I have been spending $2K on their sofa, waiting over 7 months for final delivery, and their customer service makes me feel I am unrespected. I am still waiting their email, NO REPLY yet. The smaller online stores with similar design takes much less waiting time(they are also suffering supply chain shortage) and still have very good services and products. DO NOT use this as an excuse, West Elm !!!! read more