West Elm Reviews 1,472

I received the Tri Mid century modern Cofee table. It arrived packed well. Directions said 1 person needed to put it together. I found it not reasonable to hold up the top shelf alone and screw it together. Piece chipped along edge easily. A day when sun hit the surface I noticed the top on 1 side had all fine scratches all over it. Very disappointed in their quality control to let this be sent out with all these scratches . Very expensive piece to arrive with scratches. Customer contact did respond and said I’d have to ship the whole thing back and I would have to pay for this to receive another. I could not just send back the piece that is scratched either. I feel like given all these scratches they should be more accommodating to arrange for pick up and return. Buyer beware and keep all the box and cushioning incase you need to return something to them.
Very unhappy with this situation. I’d think twice about buying from them and crossing your fingers that you get a piece in perfect condition won’t be enough.

We ordered a bed and a desk in Nov. delivery scheduled for Dec 20. Were notified 2 days before that the bed is not ready for delivery. Then the desk comes - structurally broken. Their compensation $150 to keep a broken desk or wait another month (at least) for the replacement item, this is a $1700 product. I asked her to talk to her manager I want 50% off for the inconvenience of having a defective product or having to completely set up and take down my desk and wait 3 months.

We purchased two media consoles for over $2,700, which arrived in early September. One of them was defective, with metal parts not properly welded. The installation team documented the issue and confirmed that a replacement console would be sent.

Four months later, we are still waiting.

Every time we call, we’re given a different ETA and told that an “investigation” has been opened. On the next call, there is no record of any previous contact—no notes, no updates—and we’re forced to explain the situation all over again. This cycle has repeated multiple times with no resolution.

Based on this experience, I would never purchase from this store again or recommend it to anyone. If something goes wrong, you are essentially left on your own. That appears to be their business model, judging not only from my experience but from many similar customer reviews.

To make matters worse, they refuse to send follow-up emails or written confirmations after customer service calls, claiming they “don’t have access” to customer email addresses. This conveniently leaves customers with no written evidence, making it much harder to file a formal complaint with a consumer protection agency.

Extremely disappointing experience from start to finish.

Got my order wrong twice and then canceled my order for a Christmas stocking. They even lied to me on the phone and told me the 3rd stocking was in the mail and would get here by Christmas. Obviously it didn’t.

This is the second time I’ve been deeply disappointed by West Elm, and I won’t be ordering from them again.

Most recently, I ordered wall art in early September and waited almost four months due to backorders, excited for it to arrive. When it finally did, it arrived in shockingly poor condition (scratches, watermarks, lots of damage). My only options were to return it for a refund or exchange it and wait several more months, with no guarantee it would arrive in better shape. What should have been the perfect finishing touch for my art wall instead sent me back to the drawing board. I wish I didn’t wait almost four months to find that out.

This experience follows a previous issue with a pillowcase and insert I ordered. The insert arrived on time, but the pillowcase was repeatedly pushed back—its delivery date changed back and forth between November and April multiple times before the order was ultimately canceled altogether. I was left with a pillow insert but no matching case, and they told me returning the insert would require me to still pay the return shipping costs, so I kept it.

Between the constant back-and-forth, unreliable delivery timelines, damaged items, and poor resolution options, I feel like I wasted both time and money with this company.

I ordered a set of framework dining chairs from West elm and they only sent me one. After many many calls to customer service they offered to let me return the chair but made 0 effort to get me a replacement chair which is what I wanted and deserved from this company. I was told to return the chair and order again which I cannot do because now they are out of stock. Ridiculous company that doesn't give a crap about their customers.

I paid £12 for delivery and 15 days later I still haven’t received the products. The customer service person was not helpful and suggested I contact the courier which she should have done herself. Disappointing

If I could give them zero stars, I would. I bought a gift card for a family member at the end of November on their Canadian website. It gave me the option of a digital card or getting a physical card and having it delivered in 2 business days via UPS. I chose the physical card. HUGE mistake. Apparently, they don't ship it via UPS and refused to honor what the site said. My order had a tracking number but no tracking information was supplied. After 2 weeks, I called their customer service line (since their online customer service is NEVER available) and the person told me that it would arrive by the end of the week and if for some reason it didn't, to call them back. (I am paraphrasing this call significantly as this person gave me over a dozen different answers in a single call.). The card didn't arrive by end of week so I called them again. This customer service person told me that the cards, when shipped to Canada take a MINIMUM OF 30 DAYS and often take much longer. I told her about the UPS offer on the site and she told me they wouldn't honor it because the card had been shipped already via snail mail. The only option was to cancel the order and go online and buy a new card, selecting the digital option. When I asked how long it would take to process the cancel request and refund she told me she had no idea and it was done on a "first come, first-serve basis". This is a $250 card that I purchased with zero idea of when or if I'll actually get that money back and no gift to show for it. What a joke. I will be gifting cash because I refuse to spend another dollar here, ever.

Wish I bought ikea or Wayfair. Better delivery, better prices, better service. West Elm delivered me a furniture with missing parts, customer service was rude and they DO NOT FOLLOW UP you’re supposed to keep calling and waiting forever to get what you paid A HIGH PRICE for.

I’m still waiting. I’ve been on the phone with customer service (should be called NOT CUSTOMER SERVICE). The woman was rude and unhelpful, they must have a paragraph in their hiring contract that says that the customer service must be rude. They did not mention on the website that if you order and it gives you a delivery date, that this date is actually the date it arrives at the Canadian border. They use Purolator in Canada which in itself is also a joke. So here I am almost 3 weeks later still waiting for my bedding, yes bedding is all I ordered and they can’t even get that sorted.
I am so disappointed with my experience that I will never purchase from them again.

West Elm has the worst customer service. They ship you an item as part of a set and the set doesn’t match. They tell you to send back the mismatched items and it takes 3 phone calls and 2 customer service agents to get a valid shipping label to send it back. Then the replacement items never show up. When I called customer service to track it, they say the item is no longer available so couldn’t be shipped out! When it shows still available on the website. It’s just a comedy of errors with them and not worth the stress.

this company is a scam. their shipping will go to different shipping logistics companies who will then not deliver to you for weeks and weeks.

bad experience : sofa pillows are in very bad shape, so they dont fit on the sofa, they also forgot to deliver one item in my order....

I placed an order online with West Elm on November 9th, 2025, and when scheduling the delivery for December 5th, I explicitly requested a time after 10:00 AM. Despite this, my delivery window was assigned as 8:30 AM to 10:30 AM, forcing me to rearrange my morning commitments.

I began monitoring the delivery through the live tracking link at 8:30 AM. At no point did the truck’s location appear anywhere near my address. I cannot tell whether the tracking was inaccurate or if the driver never attempted to deliver. Then, at approximately 8:50 AM, the status abruptly changed to “Delivery Cancelled.”
My doorbell never rang at any point during the delivery window.

Only afterward did I discover that I had missed several calls from two unknown numbers—three calls at 8:20 AM and one call at 8:38 AM. I called both numbers back immediately but could not reach anyone. When I later noticed a text message from one of these numbers, I replied at 9:30 AM, clearly stating that I was home and waiting.

From 8:58 AM until 12:35 PM, I was on the phone with West Elm Customer Service and the delivery hub, speaking with eight different representatives, including a supervisor. Shockingly, it was not until the seventh agent, nearly three hours into this process, that anyone finally informed me that the delivery could not happen today. Until that point, I was repeatedly told to continue waiting, with no accurate or helpful information.

When I eventually spoke with the supervisor, she seemed more intent on defending the delivery team than acknowledging the obvious failures in communication and service.

Overall, this experience was frustrating, time-consuming, and deeply disappointing. It fell far below the level of professionalism and reliability I expect from West Elm.

Ordered a Marin Sofa in Performance Velvet Ocean and the fabric is CHEAP, CHEAP, CHEAP looking. Absolutely hate it.

I wish I had read the reviews before I ordered. I was charged a$159.00 shipping fee on a small mirror. It was not shown on the order page, I noticed it the next day on my credit card. I immediately called yo see if I could cancel the order, but was told no, as it is in the process of "shipping". These seems unlikely to be as the ship date is showing as Dec 23-Jan 06-almost a montb from today. I am so disappointed and will never order from this company again. Hopefully the mirror will at least be nice, although based on reviews on the quality of items from this store, I don't think it's very promising.

This company have the worse customer service and don’t seem to care about it. I ordered a sideboard which the next day went down by 15% but they would only refund the difference once the order was received- ridiculous. They said I couldn’t cancel my order but once they knew I knew about Distance Selling Regulations in the UK suddenly I could. They would not let me speak to a manager even though the lady Terri Thomas had been speaking to her on and off for the 25 minutes of our phone call. I have bought various rugs and things in the past but they didn’t care. This is not how a business should operate, you are going to loose customers fast. Looking at all the negative reviews this type of thing is a regular occurrence. AVOID

We ordered two curtain rods, the mid-century adjustable curtain rod, and the quality is garbage. Hardware was missing, and it would not hang and stay on the walls correctly either. We've frequently knocked it down by accident. The quality is quite poor and unusable at this point. I wouldn't recommend purchasing anything else from here.

I paid $400 for a faulty light fixture from a US based company (west elm) That cost me time, hassle and money in the middle of a big renovation. Customer service to their credit extended the return time but all I was offered was a store credit and if I couldn’t return the light which they will never resell I get an $80 credit. 400 is lost! I don’t have time to complain but that’s my only option. I won’t buy anything ever again at west elm or Williams Sonoma the parent company who owns west elm.

I ordered the king poppy quilt and it came damanged threads hanging out ever where, Called they wanted photos before saying ok to return. Packed it up. Got another one .. Same issue multiple calls. More photos. So two trips to ups, four phone calls. Not even a sorry from anyone.