As if you needed another reason not to shop here...anyone that's been paying attention knows West Elm isn't the greatest quality, in fact often it's terrible. In recent years they've tried to change that opinion and have some decent things now. Which brings us to my issue - I ordered an entryway console and paid the extra shipping fee because it was a heavy item. The next level of service is a white glove service where the unpack, build and place your item. I didn't need that since UPS brings packages to your apt door and I could take it from there. This package was shipped with William Sonomas service - no tracking, no nothing. They dropped an 80lb box that was almost 4' long and awkward a step inside my apartment building lobby. No doorbell ring, no nothing. This thing was impossible to move without assistance. So they're still a terrible company with questionable quality pieces, but now their service sucks also. read more

Love this place, very colorful furniture store with sweet music that makes you want to just dance in the store... They have a wide range of furniture, rugs with a bit of every ones taste. The staff is really friendly and professional. read more

I placed a $12,000+ order for outdoor furniture in early April 2025 so we could enjoy our patio and pool all summer. It's now August 1, 2025, and the order is still incomplete. What went wrong Missing parts Three lounge pieces arrived without any cushions, so they're unusable. Our pool chairs never showed up at all--summer's nearly over, and we still have nowhere to sit. Nightmare delivery The third-party movers grumbled the entire time, then hinted they'd leave all the packaging behind unless we tipped them. We tipped anyway just to get the boxes out of our house. "Concierge" customer service--anything but Multiple calls, emails, and chats have produced zero real updates. Each rep treats cushions as a separate order, so the system shows our furniture as "delivered" and closed. No one can track the missing components or give an ETA. No apologies, no proactive communication, and certainly no compensation for ruining an entire season of outdoor use. The bottom line If your goal is to pay in full, wait indefinitely, and spend your summer on hold with customer service instead of relaxing outside, West Elm is the place for you. Otherwise, save yourself the frustration and shop elsewhere. read more

Crappy furniture that doesn't work the way it is supposed to. Poorly constructed, poor workmanship. Returned to get a replacement piece that also didn't work. read more

Spent over $500 on three planters less than a year ago. A few months ago, they started rusting and are now literally rotting and disintegrating. I am sure my plant got sick from this garbage planter and is half dead. When I asked for a refund, they hid behind their "return window" policy and refused to take responsibility, as if I have to accept that 500 dollar planters should only last through their return window. Then only accepted to throw me a useless store credit like that fixes anything. This place is junk. Will never be buying anything from them again. read more

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lovely sales person. That's where the good . West Elm does not follow through on delivery anytime near when they originally promise. This is the second time we had to wait for promised delivery and who knows if it will actually come, a month later than promised Do not trust their delivery date. read more

Very friendly and helpful customer service. We were greeted almost immediately upon arrival by a very helpful and knowledgeable sales associate. Unfortunately, we were not impressed by the furniture selection. We were shopping for a living room sectional sofa and a guest bedroom sleeper sofa and didn't like any of the options they had to offer. The sleeper sofa options in particular were very limited. We went to several furniture stores all weekend and this was perhaps one of the least impressive. read more

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I had nothing but horrible issues with the delivery service feom west elm and pottery barn. I believe one of the delivery men stole my ear pods, they never sent the Certificate of insurance to my building, never showed up on the first day of delivery, costing me 2 days from work to wait for delivery. The furniture looks cheap, need I say more. I am a totally unsatisfied customer. Plus, the delivery company sent me money to reimburse me for the ear pods, and my bank told me I can't even cash the check because it's no good. I would not recommend ordering from this company and dealing with their delivery company. read more

Ordered a heavy planter and it was defective with a finishing flaw on the surface. I had to repackage it, carry it to the post office and return it before they would send me a replacement. A week later, the raplacement came... it was the EXACT same planter in the EXACT same box with my handwritings from the first delivery!! West Elm wouldn't issue me a refund until I sent this one back AGAIN. And to compensate for all the inconvenience I had to go through? A meager "10% off your next purchase". It's ludicrous and insulting. West Elm, you are overpriced and a huge disappointment. read more

west elm - Planter - Home Decor Near Me - New York, New York

Worst company and customer service. DO NOT BUY FROM THEM EVER. They delivered a $1000 rug to the wrong address and then refused to refund me, cancel the order or deliver another one. Again, DO NOT BUY FROM THEM EVER! read more

good choices...poor management. There were several salespeople in the 18th street room waiting to help and none in the bedding department. There was no eye contact and the sales person kept typing on her computer while talking to me and reluctantly answered questions. Also why are there so many pillows everywhere on the shelves? Couldn't merchandising think of more variety of items? And very few lamps...It's spotty salespeople, meh merchandise variety. read more

I've always been a huge fan of west elm. So when I purchased a throw on blanket in store I expect the quality to be top notch and nothing short of it. Three months passed after the day of purchase at this point I'm past the return policy. I threw my receipt away because I wasn't foreseeing any problems I was gonna encounter with this gorgeous blanket. After owning this blanket for three months I decided to wash it. I read the directions it clearly stated wash warm and dry warm which is what I did at the laundry mate. What happened nexts the blanket had burnt patches all over the place. So the nexts question is what do I do just deal with it it only cost me a 140 dollars, or do I take it back and have them exchange it or refund me due to a defected product I was sold? I explained the whole situation to them they appeared to understand my situation. The cashier did try to see if they had another one in stock they didn't he was gonna swap it out. But because they had no more blankets left in store they basically told me I was screwed and there wasn't anything they could do for me. I asked if this blanket could be ordered online they said yes. Because I didn't have proof of purchased they couldn't give me a store credit. I spoke to an operator before heading over. The operator said they could look up my receipt with the card I used to for payment. I did exactly this and it didn't work because I was informed after 30 days they delete all past transactions wtf? If I didn't push and threaten to protest to not leave the store until someone compensate me the staff/management would have screwed me over. 20 minutes later they finally decided to give me a store credit. I got no apologies nothing I left the store feeling like I wasn't a valued client. This is ok I'll just park my money somewhere else! read more

Worst customer service. It's been months of trying to get the bed I ordered. They have made every mistake. Wasted so much of my time. Just the absolute worst. read more

Not a review of this specific West Elm store but I purchased the Mid Century Modern round expandable table about $800 plus another $500 or so for four chairs. I have had the table about three months and now it has a chip on the top of the table. I contacted West Elm and they had me submit photos of the chip. A few days later I received a long voice mail about the fact that the table was not delivered damaged and no reports of damage were made upon receipt. I never stated it was damaged upon delivery. I called and Customer service just repeated the notes on the case saying it was being denied. The West Elm site also has a touch-up kit that is NO longer available. They did recommend a 3rd party furniture medic I could contact at my own expense. We were going to get 2 more chairs but that thats the last business I will do with West elm and I would suggest avoiding them. read more

I love West Elm and Pottery Barn products but I have reached my breaking point with their delivery and customer service offerings. I have ordered $$$$'s in furniture over the years but have experienced repeated delayed deliveries, received the wrong materials (pottery barn) and frustratingly long calls on hold waiting for customer service to locate the issues. My most recent West Elm order was placed on June 10: a set night stands and a bed worth ~$4,000, and both items were considered ready ship items with a delivery estimate window between June 14 and July 5. See the attached photo for proof. I purchased these products largely because I was moving across the country and needed furniture in my new apartment and timed it so that I could have the latest delivery window be during my arrival in NYC (July 5). On June 28 I called to inquire about the status of my products only to be told that they were en route to the delivery distribution center. However, I called again on July 2 given that no updates were made on the tracking service online. After 2 hours on hold and waiting for customer service, I was told the bed was not actually on its way but literally nowhere to be found. The two night stands were waiting to be delivered in NJ but couldn't due to the bed's unknown whereabouts. They told me not to worry and that the product would be in the distribution center in a few days and that the delivery service will call to schedule an appointment. Its now July 12, 10 DAYS later and the bed is still lost and I cant get my nightstands delivered. Upon looking at the updated delivery estimate online, West Elm shows my bed having been already DELIVERED and that the night stands are not arriving until Aug 3. I have not received either product and continue to sleep on the floor. This is horrendous service for the price you pay for their products. Do not shop here unless you are comfortable waiting MONTHS for your order to arrive despite their 'estimated' delivery window. read more

west elm - Proof of changes to my delivery estimate - Home Decor Near Me - New York, New York

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West Elm doesn't disclose that they are becoming a clearing house for junk from overseas vendors. Dates are constantly pushed out with no communication. They do not allow you to cancel the item unless the vendor "let's them " cancel. You have to literally wait for the slow boat from China. No option to cancel. Completely incompetent and unethical. read more

Now I understand why the used west elm market is so lucrative because once you place an order through them in the store you won't receive any products until several months later and then insult to injury they send you the wrong item and to replace the wrong item it will take another three months. I ordered a basic couch in November and don't get me wrong the sales girl was really help and nice... but the wait for the couch took four months and received wrong legs which those will arrive in June so total six months to get something I could of received fairly overnight from ikea and same quality. I'm a very patient person as well and this drew the line for the wait time and the cost. Unless you can walk out with the furniture that day you walk in don't ever bothering ordering from them or just buy it used. read more

we order a couch that was supposed to be here two months ago we scheduled a delivery for today and it got pushed back from two weeks from now. After we didn't took days off to be able to welcome the delivery. This is unacceptable. The furnitures are nice but doesn't worth the struggle even more so after paying so much money for it. Please don't do the same mistake as we did go to another company. read more

My experience with West Elm is online, not in the brick and mortar store. I have had an AWFUL experience -- do NOT purchase your furniture from these people. I ordered my couch May 9th. The delivery window was July 1-18. Their website promises that if any changes are made you will be notified via email. That did NOT happen -- I happened to check the portal myself and the delivery estimate changed to October 30. Fully SIX months later with no explanation. Every customer service person I have spoken to has been a nightmare, giving me entirely different and conflicting explanations and timelines. My request to cancel my order was DENIED, so now I am simply stuck and at their mercy. They have made 0 effort to correct this issue or support me at all in this process, and it seems that their customer service reps are just making things up as they go. SHOP ELSEWHERE. read more

Update: West Elm lied and said a new couch would be sent. They then sent me a USED couch in even worse condition. I do not know if West Elm has been lying and giving me the runaround or if they are that incompetent. They also sent me a store credit for my trouble, but the item's delivery dates are so far into the future that I won't even live in my apartment! Also, if you email customer service you should cc the CEO and VP's of West Elm and they will finally take some action. But even then the solutions to rectify were more lies. DO NOT BUY FROM WEST ELM. --- I am writing to express my deep dissatisfaction with the service provided by WestElm. This has been the worst purchase experience of my life. I received a broken couch that was delivered to my newly leased apartment in August 2022, the delivery team said that I would get a replacement couch within a week, but I have now been waiting for months with no resolution. Despite countless attempts to follow up with WestElm Customer Support, I have been given conflicting information, which has only added to my frustration. Initially, I was told that I would be given a full refund for my purchase and that the broken couch would be removed. However, I was later informed that I would not be receiving a refund. As a result, I have now been living with a broken couch in my living room for 8 months. This has been an embarrassing situation for my family and me, as we have been unable to allow our guests to sit on the couch's chaise due to its broken state. We are no longer (nor ever) comfortable in our own living room, which is supposed to be a place of relaxation and comfort. Furthermore, I am moving out of this apartment in just 3 months. So yeah, I do not recommend buying from WestElm. read more

DO NOT BUY FURNITURE from West Elm unless you want to wait forever to get it. I ordered my bed back in August and it said I will receive my order between Oct. 27th - Nov. 11th. Oct. 27th came and went and no email or call to schedule for delivery. On Nov 3rd I finally decided to call to find out what was going on. Thank god I did bc West Elm doesn't keep track of orders once it is placed it is on the customer to let them know if there is an issue. Apparently it is all automated and left to delivery company to do the rest. When you call West Elm be prepared to wait 45minutes before someone even answers your call. I have been calling everyday for 4 days getting the run around. Today it was they are unloading the trailer with your items and they will call you in the afternoon to schedule delivery. Supervisor I spoke to this morning said she would follow up with me again in the evening as she works til 6:30. Didn't hear from her so I called and the agent I spoke to saids she was gone for the day and it was only 4:45. Done with the nonsense and cancelling order on my credit card. It is really sad bc this would have been my 3rd bed from West Elm. Plenty of fabulous furniture stores out there with way better quality. They are not worth your time unless you want to spend your days on the phone with them trying to get your furniture. UPDATE: Scheduled my delivery and took day off from work saw my delivery was scheduled and on track. My delivery window was 10:30-12:30pm. when I went on again to track my delivery at 10:30am I saw they cancelled it. Called West Elm and of course was on hold for 30 minutes before I could speak to someone. The person i spoke to was very nice but had no idea what to do. On his end it showed the delivery wasn't cancelled and so he had no idea how to fix it. Had me hold for a while to speak to a supervisor. Never spoke to supervisor. Finally got in touch with Delivery company and they told me the delivery never should have been scheduled as the headboard was still in transit and someone should have called me to cancel the delivery. They said they will get back to me with in 24hrs. I'll believe it when it happens. read more

I am a fan of West Elm and their furniture. The store is ok. The furniture and layout is pretty and gives you a great idea of how the furniture will look in your home. The service is variable. Some of the staff were extremely helpful (in the store): helping me look for several pieces of furniture, answering questions about solid wood and composite wood pieces. Other staff were curt and rude 1) One irate lady asking me on the phone "Is that all?!" 2) One middle aged lady followed me as I tried to test chairs near the tables. Fun times. read more

Terrible service on the delivery side. The store is nice and customer service people inside the store are nice but getting the furniture delivered is another story. The short answer is the delivery process is a mess and six months later, they have our money however we still do not have any furniture. And we are still fighting to get our stuff delivered. We will NEVER purchase from West Elm or any of theiress affiliates again. Should have read the Yelp reviews sooner. read more

Estimated delivery dates are never respected. Can't get ETAs, and can't cancel the order either. You'd just have to wait indefinitely. Learned my lesson with West Elm, never again. Yes there are delays everywhere due to the pandemic, but other retailers are somehow able to give accurate estimates of wait time and properly set expectations. read more

West Elm for the second time has taken my money with out delivery my correct product. After paying for white glove service and waiting several months my couch and chairs was delivered with out hardware necessary to build safely. The delivery team would only leave the merchandise if it was disassemble. Not sure who would want disassemble couch and chairs in their house for an unlimited amount of time. Howeve, now it has been an additional month with still no resolution. The customer service rep would now like to order all over and me wait another 3/4 months. By the time I get the merchandise my wife will probably want to with another look. They are now refusing to give me a refund because it is custom even though they can not guarantee me the right product and set in a reasonable amount of time. Very disappointing and unacceptably. please save your self some pain and do not Oder from West Elm in Birmingham, MI or any other west Elm read more

I went to 7 stores looking for a new sofa. I wanted super cozy & comfy but with a chaise and a queen bed. I was hesitant about ordering from such a large conglomerate but I was very pleasantly surprised. The order was a week early and the delivery team as professional as my "usual" furniture store. I am absolutely delighted with my new super nesty sofa. read more

west elm - Home Decor Near Me - New York, New York

I ordered a couch two months ago and finally received a delivery date and time. Two hours before, the delivery gets cancelled. Customer service told me it was never even loaded on the truck and admitted the drivers and the workers in the distribution center do not communicate to make sure orders are actually in the truck. The couch now has to be found since no one knows where it is. Incredibly disappointed and frustrated with this experience West Elm as I rearranged my work day for this and waited 2 months for this couch. Will not be ordering a big piece of furniture from here again. read more

I witnessed a customer being completely abused by the store manager. He was rude and almost threatened her. She was a very small women and he towered over her. I overheard some of the conversation about honoring a sale price. I also heard him lie to her about his name. His name is Jim as I was able to find out. He is NOT a good ambassador for this store. Pretty disgusting really. read more

Still stuck with a couch I didn't want because of a mistake that West Elm made, but the thieves wouldn't switch to the one I originally ordered and kept my 3000 bucks. read more

West Elm is by far the worst furniture store with which I have had to work. I purchased a Roan king size bed which I loved. The bed broke in six months. Before it broke I contacted them and told them it was caving in and would break. They said that I had the option of getting a reimbursement or getting a replacement. Since I needed the bed, I chose the replacement. After over a month of waiting, I decided to get a different bed delivered. I called them and they agreed to reimburse me. Now they tell me that I needed to return the broken bed. I couldn't keep the broken bed because it would have ruined my mattress. So I spent over 1,000.00 in vain. DO NOT BUY FROM WEST ELM. Bad products, bad service, they do not keep to their word. Go anywhere else. read more

WARNING: DO NOT BUY ANYTHING FROM THIS STORE - Online or otherwise. Everything we buy from here is damaged on arrival. And late. When we return them, they won't give our money back. We've spent hours on the phone for what should be the simplest of transactions. read more

Hanging with the daughter. She has a Xmas gift card from two years ago. Needs to buy something at West Elm. She just couldn't find a thing that she wanted bad enough. We left empty handed. They have a lot of beautiful things. I didn't even look at the prices. I don't need a thing! I work for food!! If I had a big space to decorate this would be a nice place to shop. I like the blue glass and wood furniture. If you're newly married or in to home decor (and can afford it) I would recommend West Elm. read more

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UPDATE: I had better customer service after calling back. The item I bought wasn't good but I'm happy they did end up making it right. I believe it was a misunderstanding. Do not shop with this company. This is the worst customer service I have ever experienced. They sent me a broken item and then wanted to give me store credit. I was wondering why all bad reviews just found out why. Smh read more

Couch was supposed to be delivered on 8/26 and it's still "in transit." Every time I call to ask, they couldn't be more rude and treat me with disrespect. For such an expensive brand and purchase, it is embarrassing. Would never recommend. read more

This store is huge and has so much good stuff. Customer service was elite and super helpful as we weighed decisions for long periods of time. Shoutout to Colton he's the read more

west elm - Home Decor Near Me - New York, New York

Never order from West elm, beware of their delivery service and customer service. Not helpful at all. Zero star. Never buy from their sister brands too. Customer service were rude. read more

The worst customer service ever, incompetent reps, total lack of integrity and coordination.

I had one of the worst experiences recently with West Elm. I ordered a sofa right before Thanksgiving from their NYC store (Chelsea). They kept pushing the delivery (From December to January to February and then finally to July, if you can believe it). I canceled my order on February 27. They said they already refunded my amount and thanked me for calling them so they can record it as a cancellation. On March 12, 2020, they charged me for the sofa once again. I've had to call multiple different lines and they keep directing me to their business office. The business office keeps apologizing to me and repeatedly say that they have canceled my order and these erroneous charges keep springing up. Not sure what is going on over at West Elm. I finally had to call my bank and dispute the charge. Extremely unprofessional. Hopefully, I will get my money back for a sofa that I will never get. read more

West Elm is the f**boy of furniture. Sure, everything might be cute, but just realize - ALL of your money is going to MARKETING, and none of it to service. They just wanna get you to buy, and have no intention of following thru. TL;DR: 1. They never applied my gift card and are basically telling me tough luck, but please feel free to spend the gift card on more stuff!! 2. They charged me for flat rate shipping ($239) for 3 pieces and 10% shipping for 2 remaining pieces. Then I find out that well, all the pieces are actually being shipped together in one big flat rate. Story time! I had a sizable gift card and so I went into West Elm and bought 5 pieces of furniture, including one custom. I gave them my all, you guys. I give the associate my gift card first, then my credit card to ensure the gift card was used. But later, I check my credit card statement to find the entire balance was charged to the card. No problem, right? Customer service can take care of it! Nope, they tell me they can't retroactively apply the gift card. And I can cancel/refund the order, except for the custom chair AND I wouldn't get any of the shipping fee back anyway. They tell me to call the store because the manager can do something about it, so I did. Nope, the store tells me this should be an online customer service issue, and that I need to call them. I've been shuttled back and forth 4 times now. Each side keeps blaming the other (but you guys are one company??). Next time they tell me this, I'll put them on a 3-way call? TBD on any sort of resolution, will update if it ever happens. I love everything West Elm makes. Everything is super cute and I want it all. But oh my god if you EVER have to deal with customer service, in store or online - expect nobody to take ownership or to fix your problems. UPDATE: I've found the first competent customer service rep, who was able to correct my shipping fees. No resolution on the gift card sitch yet. Finally after the 7th phone call (including one where they transferred me to Pottery Barn..? smh), I find the second competent customer service rep who told me they COULD actually retroactively apply gift cards and was confused who told me otherwise. *facepalm* Everything's been resolved!! Now let's hope when my furniture arrives it'll be okay.. read more

Hi! I am extremely frustrated with West Elm. I have had the Zane Media Console try to get delivered three times. I originally ordered an item in early July. Originally the website promised it would be shipped and delivered in one week. One of the items delivered, but the media console was not apart of the shipment. Try #1 At the last minute, the carrier noted item was misplaced or something was wrong with it in route to New York. Try #2 They issued a replacement delivery at the end of the July and then said it would be delivered in 2 weeks. It was not ready for delivery until August 24th. When the delivery drivers arrived they arrived with a mislabeled chair. They confused a 68" large media console for a chair. Delivery drivers apologized and said they would call the dispatch team. I ended up calling four different West Elm reps to get clarity. Finally they called me and told me we can't compensate you until it's delivered and they issued me a new delivery which is now scheduled to deliver in 3 weeks to a month. Try #3 Awaiting this delivery. My issue is nobody is taking responsibility of the situation or taking care of the customer. Imagine promising one week and it turning into a 3 month process. This is unacceptable service and I don't recommend anyone to use West Elm. You can contact me for my order number to look into the situation. Thanks, read more