West Elm Reviews 13

I purchased a custom Laurent sofa from the Yonge & Eglinton West Elm location based on the associate’s recommendation, after explaining clearly that this would be my primary living room sofa.we even had a video call consultation so she can see my room.
The exact sofa was not available in-store to test, but I was assured that the comfort level would be similar to the chairs I tried — which were comfortable. Based on that guidance, I proceeded with a custom order.
Unfortunately, the sofa I received is extremely uncomfortable — to the point that it is difficult to sit on for more than 20–30 minutes. This is not a matter of personal preference; the seating is overly firm and not suitable for everyday use in a living space.
When I contacted the store, I was told there is nothing they can do because it was a final sale. While I understand the policy, the issue here is that the purchase decision was made based on inaccurate or incomplete information provided by the sales associate.
A custom order should come with more responsibility in guiding the customer properly — not less.This experience felt misleading and dismissive. Customers rely on in-store guidance when making expensive custom purchases, and in this case that trust was misplaced. I would strongly advise others to avoid custom orders here unless they have physically tested the exact sofa.

I posted this on the main West Elm page, but am posting on the Canadian one, too, as I'm based in Canada.

Honestly, I used to like West Elm - had a nice sofa I purchased from there about 10 years ago, and some nice knick knacks here and there (candles, etc.), however I've just moved to a new home and had to purchase a new bed and a new sofa.

I placed my order in November 2025, and the estimated delivery window for my bed was between January 22-Feb 5. It's now March 5, and I have yet to receive my order. I have called around 8 times, and spoken to multiple customer service representatives who have each given a different explanation of where my item is, and invariably telling me it will be arriving to the delivery warehouse in 2 weeks (though it never does). More than half of the customer service agents have been appallingly rude, it legitimately threw me off the first time one of them spoke to me with such an attitude, as I'm a generally respectful person and certainly wouldn't speak to a customer (or anyone!) in that tone. I've called again today and again been told my bed is 2 weeks away from being delivered to the warehouse despite the fact that I called 2 weeks ago and 2 weeks before that to be told the same thing. If this does miraculously happen, my bed will be arriving to the warehouse roughly 2 months after the delivery window (though I won't be holding my breath for that).

I was looking to purchase a patio dining and lounge set from them as the warmer weather approaches but I will be taking my business elsewhere to a company that actually respects the time of their customers, tries to be helpful and rectify situations where things have gone wrong, and actually treats them with dignity.

This is the first time I have ever left a review on TrustPilot (or anywhere) but feel so strongly about my dissatisfaction in their service that I felt I must, because it truly has been an unacceptably horrendous experience.

I had one of the worst shopping experiences of my life with this company. I booked a home design service, and the designer missed the appointment, showed up late, and offered no real help. After that, they ignored multiple emails. When I finally placed my order myself, it was sent to the wrong country. The entire process was a mess. Given the consistently low customer service ratings I've seen for them, it's clear they do not prioritize customer satisfaction. If you want a reliable and responsive service, I would strongly suggest looking elsewhere.

I spent over $10,000 on a bedroom set from West Elm and waited 4 months for delivery. When it finally arrived, the bed frame came with 6-inch legs instead of the 2-inch legs I had specifically ordered. This wasn’t a cosmetic issue — I have health problems that make it physically difficult and painful for me to get on and off a bed that high.

I called the store five times over six weeks and sent multiple emails — all of which were ignored. It wasn’t until I threatened a credit card dispute that anyone at West Elm finally responded. Their solution? Either wait another four months for a full bed exchange or return the bed entirely for a refund. Neither option was acceptable — not only because of the inconvenience after already waiting months, but because returning or replacing an entire bed frame over a small error like this is incredibly wasteful. I highly doubt they'd resell it, so it would likely end up in a landfill.

All I ever asked for was the correct legs — a simple fix that should’ve been resolved quickly and professionally. Instead, I received terrible customer service, no accountability, and zero concern for the impact on my health or the environment. I expected better from a brand that claims to be sustainable and design-conscious. I’ll never shop here again.

I ordered three lights from West Elm in February; its the end of May and I am still waiting for one part of one of the lights. I have called customer service six times now and I have been told I still have to wait in order for the issue to be 'escalated' again. Customer service is only by phone and the agents are all very nice but the number of different reasons for the delays feels suspicious. I like West Elm's products but would never order from them again I might buy from their brick and mortar store but right now that feels unlikely.

I truly love the style and quality of West Elm furniture. I ordered the Parsons bookshelves and a custom Viv chair. Both are excellent. But the customer experience is so far below par, I will not order anything from them again. Their delivery charge far exceeds that of their competitors. The estimated delivery dates come and go with no communication. Calling customer service yields no concrete answers, only excuses. They honestly have no idea where pieces are or when they will be delivered. It is only cash and carry for me going forward.

I ordered a sofa June 24/24, for delivery end of Aug. Delayed to Sept without notice. Delayed again to Oct, then Nov. I contacted them many times by phone, and half the calls were dropped. I emailed them, and got an auto reply saying the email is no longer monitored, and that I should call...but calls kept getting dropped. The website chat function redirects to a text number, which only gave me the same track package info as the website. Finally I am told someone in leadership will contact the shipping department, but that communication between departments can only happen by email so it will take a week for find out what's going on. Meanwhile, I receive emails telling me my sofa is now on sale for hundreds less than I paid for it. A week later I am told the order was cancelled?? and that they will give me a refund, and I can re-order at the new sale price. The nice lady on the phone tried to re-order for me so that I "didn’t have to go through the hassle", but the order won't go through. She and a manager try twice. They determine that the sofa is no longer in stock -- it wasn't when I ordered, and it still isn't. The sale price offers are a marketing error. They give me a refund. I still have no sofa and have been sitting in a chair for 5 months.

I'm living a nightmare with West Elm since placing an order on July 29th. It's been two months, and the item still hasn't arrived. I've called customer service numerous times, only to be met with complete indifference and unprofessionalism—they're unprepared, uninterested, and treating me terribly. My order number is 342116069507, and the Purolator tracking code is WRZ000010265. There have been no updates since the order was created.

I was relying on this item to arrive in time to host family and friends, but thanks to West Elm, I had to change my plans. After this experience, I will never shop with you again. Given the excessive delay, I’m now concerned that the wood tone of the item will not match the other pieces I bought, which arrived on time. I’m extremely frustrated and cannot recommend shopping online with West Elm. There are far better competitors in the market. Save yourself the hassle—do not shop at West Elm!

On Jan. 13, 2024 I went to West Elm located at 5307 E Mockingbird Ln #100, Dallas, TX 75206. I was assisted by the store manager, Monita Hammons, in ordering a Harmony Sectional sofa with a pullout queen bed. I ordered a matching chaise with lift up storage to go with it. I also ordered a Camilla king size bed with lift up storage. I paid a total of $7443.27. When the furniture arrived on March 30th the sofa did not have a queen size pullout bed, the chaise did not have the lift up storage, and the lift up on the bed was defective. I went back to the store on April 1st and spoke to Monita Hammons who admitted she ordered the wrong sofa and chaise. She also said I could order a bed with drawers in place of the defectively designed lift storage bed. I was offered the option of keeping the furniture for the 8-10 weeks until the new furniture was built. However, the cost of the new furniture was now $8882.97 which was $1400+ more than the original. I would receive reimbursement when the original furniture was returned after the new furniture was delivered. I had to pay for the furniture twice despite it being THEIR error and was sold a defective product. It was either buy it twice or sleep and sit on the floor for 8-10 weeks. I did not have the money to buy it again and I was offered a West Elm Capital One credit card with no interest for a year. I charged the new increased amount on their credit card. What I wasn’t told was that I was expected to pay $750/month for 12 months and I felt misled. I purchased two sets of furniture. When the new sofa with queen pullout arrived on May 14th, the delivery STILL did not include the chaise with lift up storage. The delivery men took the original sofa and left the original chaise without storage. I was stood up on 3 dates to deliver the chaise with storage - it was forgotten, it wasn’t loaded on the truck, they couldn’t find it. I contacted the company to tell them I was going to keep the original chaise and cancel the lift up one since they couldn’t find it and since this had been a 6-month issue. I requested my reimbursement of $4544.00 for the sofa and $1114.00 that I paid for the lift-up chaise. The supervisor I spoke to on June 18th, Chere Graham, did not want to reimburse me for the additional $1114.00 I paid and wanted to give me a gift card for $1100.00. I told her I wanted my money back and not a gift card. She said it was against company policy unless I returned the chaise lift up storage - the one which was never delivered. After an hour of haggling she agreed to reimburse one credit card for $4544 for the sofa and $1114 for the never delivered chaise. It has been two weeks and the company has not reimbursed me for the returned furniture and the furniture never delivered. I am still owed $5658.00. To top it off, I sent pictures of the delivered sofa and how every cushion is permanently wrinkled due to errant delivery packaging. I was told someone would come and steam out the wrinkles. That’s not the solution - the sofa cushions ALL need to be replaced. To date, I have still not been contacted about that issue. Supposedly a woman named Margaret C. was assigned to my case but she NEVER returns calls or emails and is seemingly holding on to my money for sport.

I have sent no less than 12 emails, have spoken to reps on at least 6 occasions lasting 30-90 minutes each. I had promises of returned phone calls and emails to no avail. West Elm has made no effort to make things right, compensate me for the financial hell they have put me through, and I want my money ASAP. I’m paying $750 a month for furniture I already paid for. The company is deceptive, fraudulent, and unresponsive.

Bought an electric recliner love seat 4 years ago. First mistake was that there was no warranty. When I asked about it I was told not to worry, if anything happens just call West Elm and they will take care of it. That was mistake number 2. My switch on the recliner has been malfunctioning for a few months. I had enough and called West Elm. The person I spoke to initially bounced me to another person who told me that they could not help me. I asked if I could buy parts … nope. Can they send someone to fix it … sorry no again. I felt like the CS person was going to have a breakdown if I kept asking questions, so I gave up and did some looking on the web. I ordered a controller through Amazon. Got it but the Weat Elm controller has a 6 pin connector. I can only find 5 pin connectors. This was an expensive piece of furniture.Ya think they would make it easy to fix, not a chance. So I will keep looking for a fix but West Elm will never see me again. Overpriced, shoddy products with absolutely no support. Stay away!!!

Similar experience to other users who left reviews under westelm.com and here with westelm.ca.

Ordered items on November 27th. Yes, back in 2021! I received the order confirmation and estimated date of delivery and the delivery date kept changing on some of the items.

I bought a matching set and it’s now September 15, 2022 and I still have not received the rest of the items I ordered. The same missing products are still advertised online as available and ready to ship! This deceptive marketing practice to get customers to spend more on a false pretence that the full set is available is not acceptable.

Followed up with customer support on numerous occasions, by email and phone, and was given the runaround each time. No one knows anything, including managers or leads. Customer support was consistently unprofessional.

I’ve bought many items at West Elm however there are better retailers that are reliable and have quality product offerings.

I no longer shop at West Elm and would not recommend this retailer due to mediocre products, false and misleading representations online, and poor service and treatment of customers.

Terrible customer service. They haven't shipped the item that I purchased for 3 months although it was saying it was in stock when I purchased it. They claim that they have already sent it but never showed up in a month and a half. I called to cancel the order and they want to deduct shipping from the order. Stay away from Westelm if you want to stay away from stress.

Fake Copper Watering Can
Beware cheap, false products.

This is the email I just wrote West Elm after the fake copper finish came off. It was marketed as copper. It cost $99. I was told to call the local store and ask for a discount of another watering can (that they don't offer?) They took no ownership of their faulty product. If they wanted to call the store and confirm, they should have done so. What kind of customer service system is this?

I never received a response to my last email. They really don't seem concerned that they sold a fake product. I sent them photographic evidence of the flaked off "copper"

The product is titled "Modern Copper Watering Can"

"I purchase a watering can 2 years ago, thinking it was copper. It began to rust quite badly, which didn’t make sense. When I tried to clean it, the coating came off, explaining why it was rusting from minimal use. This is a beautiful watering can. One I thought I’d use my whole life, but it is actually quite cheaply made and not worth the very expensive price tag.

I suggest putting a disclaimer on it that it is only meant as decoration. "

REPLY: My info and the store I bought it at.

WEST ELM: "Because your merchandise was purchased at one of our retail stores, we, unfortunately, do not have a record of your purchase through our Catalog and Internet Sales departments. However, you may contact your local retail store for further assistance. I have included the contact information for our Calgary Store here:

Mount Royal Village

868 16th Avenue SW

Calgary, AB T2R OS9

Phone: (403) 245-1373

Monday-Saturday 11:00am - 6:00pm

Sunday 12:00pm - 6:00pm

I sincerely apologize for any inconvenience but are confident your local West Elm store will be able to assist you with this matter.

Thank you again, and please feel free to contact us with any other questions."

Me: "I would rather not call a store and ask for a discount on a product that was mis-marketed by your company. It seems like I’m doing all the work to get justice for your faulty product

I will just stop shopping at West Elm. I no longer trust your products, or your ability to rectify the problem."