West Elm Reviews 1,472

Total garbage product. 2 area rugs lesser quality than at Target. Customer service inside delivery a fortune and wouldn't move a small coffee table or chair. Shop elsewhere this is cheap, garbage furniture won't last you a year.

I wish I had read these reviews before visiting (in person) the store located in Emeryville. This was a large order (over $10,000). I experienced almost all of the same issues as the other reviewers here. Just mind boggling how bad it can be and so aggravating it took 6 months to get any closure on delivery of furniture. So, I would suggest that you forget about how this company used to have a good name and look elsewhere for your furniture. I will not purchase from them again.

I ordered a West Elm sofa in early November with an expected delivery date of March. On January 24, my order was abruptly canceled with no explanation. To make matters worse, my credit card was charged twice at different times, and I had to call customer service to resolve the duplicate charge.
This experience has completely turned me off from purchasing furniture from West Elm again. Unless an item is already in stock, I would strongly recommend avoiding them—and closely monitoring your credit card statements if you do place an order. But really you should not buy furniture from this company at all.

I like most of their products but this review is about their shipping/return system.

They never offer free shipping no matter how much you spend but that is known upfront. I returned two items in separate boxes, no where did it say what the return shipping charge was going to be, if anything. They refunded one of the items less about $15 but a month later still no refund on the second item. I called and spent 20 minutes on the phone with a lovely customer service rep while she tried to figure out why I hadn't received the second refund. I am hoping that money will be arriving soon. I asked her about another refund that I had not received. Her answer was that they charged me $12 to return a 2 oz $9 cabinet knob so no refund was coming. She explained that the information about return charges was in the small print and most people couldn't find it.

I returned a box of shoes to REI and it clearly stated on the return page that I was going to be charged $7.99. Classy operation. I will be carefully considering whether I make any further purchase at West Elm.

Beware of buying furniture at West Elm. DO NOT buy furniture from this company.

I ordered the Rhys Mid-Century Recliner with no changes in fabric and no customization. I was unable to sit in the recliner before purchase, as no floor models are available in any of the stores. I sat in a similar floor model and was reasonably comfortable.

I had no idea a recliner could be so uncomfortable. I am average height for a woman 5'5" and my head is not supported by the head rest, so I have to look at the ceiling if I am fully reclined. I cannot see the television.

The foam cushions are very hard and the seat lifts a bit when you push back into a recline, so I feel like I am laying on a table, above the armrests.

This product is a complete failure.

I am told that even though nothing was customized, it was made to order and they will not return it under any conditions. Bait and switch. Dishonest policies.

Big lesson to me.

West Elm charges premium prices for SHODDY, cheaply made furniture. The customer service is also not great. I ordered two chairs from them - they took ages to arrive; there were shipping hiccups, and at every stop along the way it was a hassle to get clear answers from the company. Then, after a few years of moderate to light use in our living room, the legs starting breaking. I was able to order replacement parts from the company (they haven't arrived yet, so I'm not sure if they'll work). I'm fine paying for the small metal replacement parts I need, but they are charging me $99 in shipping fees to send me $24 worth of small metal clamps. Really?

UPDATE - After paying over $100 to ship what West Elm said would be the replacement parts for my chairs, what arrived in the mail what not, in fact, the metal pieces I needed but four packs of screws. Totally useless.

It’s hard to believe in day of advanced supply chain technology that a company owned by Williams and Sonoma is not able to find thousands of dollars of furniture that has been fully paid for, let alone deliver it - it’s been nearly 4 months since purchase. These guys are amazingly bad. They are the United Airlines of the furniture business.

I ordered three pieces of furniture, two of which were back ordered. I received notice that one item had shipped and that it would be delivered to me on 14 January. When it had not arrived after a few days I contacted customer service who told me that I had to wait until all items were at the distribution center before they would be delivered. This policy was not made clear when I ordered and I especially don’t understand why I received a notice that the item had shipped and would be delivered, if that in fact was not the case. So now I have to wait for a month while the item is sitting in a distribution center somewhere nearby. Not what I expected from West Elm but maybe I should’ve read more reviews.

Ordered a cabinet online from West Elm that stated the item would be delivered with white glove service fully assembled. When I got a notice two days later that the shipment was coming UPS I called customer service and service to complain. After getting a non-answer they finally offered a discount so we could hire someone to take the cabinet from our building’s package room to our apartment. However, once we opened the carton we realized the item was totally unassembled (yes just like IKEA except at 4 times the price). When I called again to complain I was told someone would contact me in 24-48 hours. That was a week ago! On top of that - both times I told them to remove this misleading information on their website - but go figure! It still has the same white glove/assembled information. THE WORST!

I ordered 2 Easton swivel chairs and it took 3 months to get them. The quality is AWFUL. DO NOT ORDER THESE CHAIRS. They have a weird plastic cover under the material that makes them uncomfortable. The ball bearings in the swivel on one chair are also falling out. I called and sent photos and because it was just over a year, they said try furnituremedic.com and payment is customer responsibility. I'm so disappointed and want others to know the QUALITY IS TERRIBLE AND CUSTOMER SERVICE IS WORSE. The salesperson I purchased from in the store also went dark on my when all I was doing was trying to ask about an ETA when they were 3 mos overdue.

Absolutely never ever buy furniture from this company! My couch broke after 8 months and they claimed, “Normal wear and tear.” They didn’t offer me a refund, replacement, or repair. I’m so upset that I wasted so much money and obviously won’t ever be buying from West Elm again.

I've always loved West Elm's designs and quality, BUT I must warn others about my experience buying the Harmony Modular 2-Seat 2-Piece Left Chaise Sectional, which I ordered on 11/20/25.
When shopping in-person, the salesperson told me it would arrive in the first week of January, but unfortunately, the delivery date has been delayed multiple times, from January 25 to February 8, to the latest update of March 8-26.
Additionally, I requested a color change just two days after placing the order, but I was told it wasn't possible because the order had already been processed. Failing to accommodate this change, especially after a 128-day delay, shows a clear disregard for the customer.
These delays, in conjunction with zero flexibility, have resulted in a very disappointing customer experience. Sadly, I can't recommend purchasing big pieces from West Elm.

You will be waiting 6-12 months for a simple bench. This place should not be allowed to operate. I strongly suggest ordering from Wayfair or Houzz. Stay far away from West Elm!!

Bought my couch 9/1/2025, it is now 1/7/2025, STILL NO COUCH. I just moved into this apartment with my fiancé and we’ve had no couch. The place does not feel like a home.

I ordered 5 items, spending over £500 from West Elm. On the delivery day I was in all day yet still got a notification to say I had missed delivery and that the items were going to a collection point.
One of the items was a rug and the collection point (understandably) rejected it due to size.
I have had no updates on redelivery.
I emailed the customer service email on my order confirmation only to receive a bounceback to say it was unmonitored. I called the customer service line and was put on hold for 15mins for it to be investigated only to be told "it's been escalated and I'll hear from them in 1-2 business days". I asked if they could see it hadn't been delivered, asked if it was lost etc. and I just kept having the same phrase repeated to me that it had been escalated and I would hear in 1-2 days.
I even double checked the number I called as the whole experience felt so unprofessional I worried it was a scam. Awful service and made even more painful by the fact the items aren't cheap!!!

Ordered 3 pieces of furniture and one chair. Chair delivery time was Feb-March but the other three furniture pieces were displayed to be delivered by 12/12/25. Still no furniture and now I’m being told I have to wait until the chair is ready to be delivered in February or March. HORRIBLE SERVICE AND EXTREMELY MISLEADING!

If i could give zero or negative stars, I would. Legitimately horrific customer service. I ordered $300 bar stools at night (when customer service was unavailable) to the wrong address...delivery date is not for 2 weeks... called at 9am to adjust the delivery location and they told me that it was too far along and impossible to adjust. This is, of course, not true. I won't be ordering from here again.

Horribly cheap furniture, horrible delivery service. Delivery men stole my ear pods, didn’t deliver on scheduled day, cost me 2 work days to wait for delivery, sent me a check to reimburse me for EarPods, and my bank couldn’t even deposit the check because it was no good. Steer clear of this company if you know what’s good for you.

I explained why I came into the store to buy a tray that was on sale from $68.00 to $47.99. They checked and it is not in their store, so she said she could order for me and have it sent to my house. So I said ok, and gave her my driver license for all my info. While entering my info she told me there will be tax applied to the $47.99 total. I said ok, then she rang up the charges and it had a $12.95 applied for shipping. I asked her many times to do something about the shipping charges, but she said there was nothing she could do. I asked where the tray is being shipped from and she said Phoenix, AZ, I live in Tucson Az., this is 112 miles. I could drive up there for the price of the shipping. So the moral of this story is a tray I thought was on sale, turned out not to be due to the price of shipping. Now the real kicker, today (a day later) the tray is now on sale for $39.99. This store is just a rip off, nothing more.

With so many other options for buying online, I'm surprised this company is even in business. They charge you an arm and a leg for shipping, and then if the product doesn't work, you have to pay again to return it. They are also overpriced for the quality. I won't be ordering from them again.