West Elm Reviews 1,472

10 months ago I bought a table lamp from West Elm. I put it in my guest bedroom. I'm 75, so I don't have a lot of guests, and certainly none since I bought that lamp. In 10 months, I've used it maybe 6 times? So I was surprised when, a couple of nights ago, I went into that room and tried to turn on that lamp with no luck. The first thing I did was remove the bulb and try that in another lamp. The bulb was fine. I plugged something else into the outlet, and the outlet was also fine. A quick online search regarding warranties on West Elm products pulled up this quote: "West Elm provides standard limited warranties against defects in materials and workmanship, typically for one year". I have 2 IKEA lamps that I've had for 35 years that are still working just fine, and I've had this West Elm lamp for just over 10 months, so this morning I called West Elm "customer service". I've put customer serve in quotes, because in the case of West Elm, it's an oxymoron. The person with whom I spoke asked how long I've had the lamp. I'd already told her I've had it for just 10 months, so I repeated that. She said, "Well, we can't cover that. We could MAYBE cover 30 days, or even possibly 45, but not 10 months!" I quoted the online message on West Elm warranties, she immediately said, "But NOT FOR ELECTRICAL!" I said look, I'm elderly. This doesn't get hard use. I've turned it on and off maybe 6 times in 10 months. It appears to have a manufacturing defect." She said I'd have to contact the manufacturer directly. I asked if I gave her the SKU, if she could provide the name of the manufacturer for me, because that's not listed on the website. Here where the call became completely ridiculous. She said, "That SKU is no good. We no longer sell that product, so I can't give you the name of the manufacturer, because we no longer do business with them." I said, "I'm looking at this lamp on my laptop on the West Elm website right now. It says if I order it today (September 8th) it can be delivered between September 11th and September 15th. Do you want to double-check?" She insisted she could not pull it up on her end. I said, "So what are my options here?" She suggested I try calling back in half an hour. West Elm sells such pretty things, but if this is their idea of customer service, I'm done.

Made me wait weeks and weeks longer for delivery than originally stated. Then the day before they told me some of my items were no longer available!! Then why was I waiting all this time? Completely unsatisfied. In their email they didn’t even apologize.

While waiting for my online purchase to arrive, I received an alert that the price had dropped. Since I still did not have the product from my order placed weeks ago or a firm delivery date, I asked customer service if they would honor the new price. They refused saying that it was "shipped" so there was nothing they could do. So I'm still waiting for delivery without a date and now feel like I've overpaid. I've ordered from many other furniture companies and never had such a negative experience with asking them to adjust a price if I haven't even received the items yet. Based on the customer service, I would definitely think twice about ordering from West Elm or any of their Williams Sonoma family of stores. I personally will not be considering them for purchases in the future.

I ordered a coverlet and matching shams that were on sale. The shams arrived but the coverlet did not and I kept receiving a message it was back ordered. About 2 months after ordering I received an email that the order for the coverlet was cancelled. I called and was told I would only get a Westelm credit for returning the shams. They were useless as I did not have the matching coverlet. This is ridiculous customer service. I ordered everything at once and their failure to fulfill my order should be a full refund and not a credit. I will never order from the company again.

I have ordered a dining table from west elm. It’s not cheap. But came in broken pieces. And I waited for 2 months to receive a replacement which came with broken top again. This time the broken pieces on top of the dining table is worse than before. They wanted me to get 3 rd replacement in a month. They don’t offer me any alternative suggestions such as discount or replacement with other dining table or anything. I asked their leadership person but no proactive answer to solve this problem. Terrible leadership and customer service. Basically want me to suffer for months without getting proper dining table. I won’t ever use this furniture company.

I went to West Elm's St. Louis Galeria location to purchase a side table. I have two already and wanted to purchase a third. I was helped by a kind sales associate named Mackenzie, who was NOT the problem. This issue was Mackenzie's Manager.
I noticed a scratch on the item, and asked to have another model that was undamaged. The Manager, whose name I do not know, told Mackenzie that the floor model was not for sale as they needed an undamaged one for display. The Manager authorized Mackenzie to discount the damaged one for me. I said I wasn't interested in the damaged item, and the Manager then offered to order another one to be delivered to the store. It seems very unprofessional that the Manager's position is that the damaged model is not suitable as a floor model, but was fine to sell to a customer. This has left quite an unpleasant taste. The Manager who made this decision lost a customer, and is setting a poor example for her employee.

Cancelled my other order that I had with West Elm today. This is also because of the horrendous service provided by their choice of delivery services. Ryder Last Mile should be the demise of West Elm. I don’t see how anyone could tolerate the horrible service. I was supposed to have a front door delivery. Made the order for one piece of furniture on 7/25. This piece of furniture was in stock. It arrived at the delivery warehouse on 8/5. I received an email, that it would be delivered within 5-7 days. I called RLM on 8/11 and asked about when it was going to be delivered. They forwarded my inquiry to the warehouse, who were to contact me. Crickets!!! No call, no email. Guess what, no sale. Called West Elm customer service and canceled the order. $2000 in orders cancelled. Feel fortunate to get all my money back. The customer service reps that I’ve worked with have been great. West Elm needs to dump Ryder Last Mile. Good luck if you choose to buy anything that needs to be delivered from them. Go somewhere else.

I purchased an item over the phone from the Bondi Junction store because I live in regional NSW, 500km away from the closest store. I spoke with two sales assistants on separate occasions who were very helpful with product information, but who it turns out were relying on photos from the website to advise me rather than having first hand knowledge of the item because they didn't have it in stock. The item when delivered was truly awful, and did not match the website or the sales assistants descriptions so I rang West Elm to arrange a return. The return authorisation from West Elm was created the day after delivery with the advice that a courier would contact me regarding a consignment note and pick up for return to West Elm. TWO WEEKS later and many phone calls to West Elm, both the store and the call centre in the US, and NO PICKUP and NO CONTACT whatsoever from 'DHL' who don't exist in regional NSW. Stay clear of this company if not purchasing in person from a store with the ability to return to a store. I will now be seeking advice from whichever Australian government body it is who deals with consumer protection. DO NOT PUT YOURSELF THROUGH UNNECESSARY STRESS - AVOID WEST ELM they apparently have no customer service values and seem to have deliberate delay tactics.

We like the table we ordered however it arrived later than indicated, and not only did we have to pay for shipping but the only option was white glove service to our area, so we had to pay a ridiculous amount to have a company put together the 4 pieces of our coffee table that we could have easily done ourselves. We will not order from this company again, we have ordered several items from Article which has the same price point but slightly better quality products and free shipping. There was also no option to review their product on their website.

I’d give this store negative stars if i could. I used to love West Elm. It was my go to store ten years ago. Now I wouldn’t send my enemy there. So I purchased some stuff for my fireplace, screens and tools. The tools came regular mail in a few days but the screen was coming by I guess horse or boat 170 miles away from me. I placed the order on July 10th. On July 18th after the tools arrive I reach out and ask about the screen and get the nastiest agent ever who tells me it’s on track to arrive on time and ends the chat abruptly. So I wait, and on July 22nd I see it’s finally made the 170 miles away journey to my state. I reach out because they used Ryder Last Mile for the delivery and usually Ryder reaches out when it gets to their warehouse in the state.

The next agent tells me it still on track to arrive on time and I should get the call or email from Ryder any day. Two more days go by and I reach out again, this time the agent takes a bit and then informed me that the screen that took 14 days to make a 170 mile journey arrived damaged. They can with refund me or order a replacement. I ask if they can speed up the replacement and am told Nope! But they can offer my a discount when the replacement is delivered. Fine so I order the replacement. This second agent says the order has been placed and it should arrive by August 18th. She gives me a new order number and I end the chat.

A few minutes later I receive an email telling me my original order was canceled and is being returned. A few minutes later I get another email that my new order was canceled. So i reach back out. This third agent doubles down and tells me it’s not the agents before hers fault that I had to reach out first to get an update on my order. That the information was only just made available even though it showed in my end a full 24 hours before but somehow I’m wrong. She gives me a new order number and even sends me a link with no apology for the agent giving me the wrong order number or having to reach out to get an update. She reiterates that I will get a discount when the replacement is delivered. So this is now July 24th.

On July 31st after there is no movement on the screen and I have at this point made a second purchase for a log holder that already arrived, I reach out again and ask what’s the hold up. Again I’m told the item is within the shipping window and not to worry. Magically about 20 minutes later I get an email that my item has shipped, again from 170 miles away. So I wait. It arrives in my state on August 4th yet Ryder doesn’t reach out to schedule a delivery. In the time my new screen has shipped, I’ve placed another order with a different furniture company for some items that also uses Ryder and in less than a week I have my items. While still waiting for the screen.

Finally in the evening of August 5th, Ryder reaches out to schedule a delivery for the replacement screen. I’m excited since it came faster than the first and I’m finally going to get my items a month after placing the order. It arrives today, I put it in my fireplace and notice it’s wobbly. So I get a level and check my fireplace to make sure it was level. I make sure to take pictures. Then I check the screen, it’s bent. So I reach out to West Elm now for next steps and for the promised discount.

The agent has the nerve to ask if i was sure I didn’t receive the damaged screen in mistake. I tell her no and then she asks for proof which I had a ton. She tells me I can either return it for a replacement that wouldn’t come until September, return for a refund, or keep it As Is at a discount. I’m tired of waiting so I opt for the discount. She chats with leadership and comes back and says sorry our policy has changed. We no longer we offer as is discounts so I can return it for a replacement or a refund.

I lose it and explain the discount was never dependent on me getting a damaged item. It was because I had to order a replacement and wait again for this item. It wasn’t something I asked for, it was offered in place of an apology. I make sure to tell her that at no point as any member of West Elms customer service apologized for these incidents. She changes her tune and says she can try to get my compensation for my issues. So she offers me a discount to keep the screen as is. So I guess West Elm does still offer to discount items if they arrive damaged and you keep them as is. In the end I don’t think I will be shopping at West Elm again. It’s also highly suspicious that you can’t leave reviews for the items I purchased on West Elm’s site and the replacement never showed up in my orders page. I had to manually enter the order each time to track it.

West Elm mailed me defective products twice, required extended wait times for customer service, and really made me go out of their way to correct their own errors. I had to make multiple trips to UPS to ship back their own defective products as well as to return items that were shipped to me by accident. They made no accommodations that would make the process easier on me considering the burden should've been on them since it was their series of mistakes. Hours of time were spent on the phone and chat support lines. Spend your money elsewhere

I ordered a custom fabric ottoman last November( 2024) with the expected delivery date of April 2025. Fast forward to the new year, I started getting emails pushing back the delivery date, finally to June of 2025. In June I called customer service and was given mixed messages. The vendor can’t ship the item, the item is on the verge of shipping. I asked CS to connect with the vendor and give me a real update so I know if I need to cancel and consider other options. Sure enough I get an email through William Sonoma from the vendor that the item expects to ship mid July. Well mid July came and went and upon checking (again) with CS, because I was never sent any info proactively, I was told there is now another delay till November. I asked to escalate to a supervisor via email and received no help. I had to call, speak to a CS with no empathy and ask to escalate, despite pushback from him. After waiting on the phone for an hour, I connected to a supervisor who simply told me that my item is no longer in production. Offered that I purchase the same item in some dark fabric instead, (because one goes with custom fabric haphazardly) or to submit a request for cancellation. The supervisor had zero empathy. Was curt and matter of fact as though the month long delays, lack of transparency, and poor resolution of my concern was somehow my problem and not a failure on west elms end. So here I am today waiting on the vendor to accept the cancellation of the item they could not supply me, before I get my money back. West elm did offer me 15% off a future purchase. Would you buy something from west elm after such an experience??? I know I won’t.

I purchased a number of the Porto Outdoor pieces. Have had for going on our 4th years. All the decorative cording on the chairs are now breaking. I understand the all the products are now out of Warranty. However, it is impossible to contact anyone for replacement parts. This product line is not of the quality to be Outdoor. Its also a shame to have purchased a product where you can't get replacement parts is something does go bad. My poor review is not only because of poor quality of product and no customer support in getting replacement parts.

I tried placing an order with West Elm on Friday 25/07/2025 through Clearpay; one transaction worth £236 and another worth £185.85, none of which went through. My account was however debited with the first installments of both transactions which were £59 and £46.46 respectively and an invoice was issued by Clearpay for these amounts. According to Clearpay's records, West Elm had picked up on the orders though there was no order confirmation from West Elm. West Elm however denied having any record of the transaction and I had nothing to show for the transaction on my West Elm account either. I contacted West Elm customer service on multiple occasions only to be met by mostly rude and woeful customer service assistants. It took multiple phonecalls to both West Elm and Clearpay, an email with full details of Merchant Order number and ARN number from my bank and an open dispute from Clearpay to get WestElm to refund my order they claimed not to have any record of.
What a fraud! Please avoid this company and if you totally have to, please try West Elm with John Lewis online, where you will receive a proper service to save yourself the hustle.

We bought a floor lamp that does not look like a lamp, to take up space in a dark corner. We wanted something that stayed on all day long and something that did not create a cluttered look. We ended up with this lamp from West Elm. The first lamp was bent slightly -- maybe just 2 degrees -- but you could see that it was not dead-straight. I called the number in the delivery box and the customer service rep was SO very very helpful, did not make me feel humiliated or guilty. They took the lamp back the next day and replaced it the day after that, with a factory-tested very straight lamp. It is quite nice and our room is interesting and not dark. I suppose that the negative aspects would be that this lamp cost about $280 and I was not aware that West Elm would be charging a $30 shipping fee! Just like the old days. So it cost well over $300 with the shipping and taxes. But we really love the lamp, so we are happy with this over all, and the customer service was first rate! I wish I could share a photo in this review, but it looks like Trust Pilot does not allow that. ;(

Terrible awful experience.
West Elm’s delivery company told me west elm were out of stock with a dinning table I had bought 2 days before it was due to be delivered! And it’s been oven one month and I have yet to receive my refund. The worst customer service, rude and unhelpful.

Dishonest with poor customer service. I've been buying from WE for some time. I had a coat rack that broke rather quickly, and items that did not look as pictured before but brushed them off. Recently I bought 2 NEW nightstands. When I received them one came in the correct box and was fine. The other came in a used box of another item and was clearly used and returned (no screw on a handle, damage, no anti tip hardware). This constitutes an open box item. When I contacted customer service to get my partial refund to reflect the fact that it was not new and should not be priced new. I have no issue buying open box but that should be shown up front and priced as such. Customer service did almost nothing but offer an exchange. The hassle of waiting weeks and scheduling things was not what I wanted to go through, especially to resolve their mistake. They only offered 10% back which is not how they discount open box items. They refused to do anything else, even refund shipping costs. They also refused to take responsibility and admit that it was open box when it clearly was.

I’ve always admired West Elm’s aesthetic — clean, elevated, modern. But what happened to me makes it very clear that this company only looks good on the outside. Behind the branding is a company that clearly doesn’t care about its customers, safety, or common sense.

I ordered a lamp I was genuinely excited about. It arrived shattered — glass everywhere, the base broken, and the packaging barely intact. Accidents happen. What I didn’t expect was the absurd and cold-hearted return process that followed.

Instead of simply apologizing and issuing a refund or replacement like any decent company would, West Elm insisted I package the dangerous, broken pieces of the lamp — shards of glass — and return it before they’d process my refund. Imagine that: I receive a broken item, and now I’m the one responsible for carefully handling broken glass and a damaged ceramic base, just to prove I’m not lying. It felt insulting and unsafe.

There was no empathy, no apology, no urgency. Just policy. Cold, rigid, corporate policy.

This might seem small to them — just another “customer service issue.” But for me, it was exhausting. I work full-time. I had to dig through broken glass, risk cutting myself, and tape together a box just to get my money back for an item I never even got to enjoy. All for what? To save a company with millions of dollars a few bucks?

West Elm: do better. Your brand promises sophistication and care — start living up to it. No one should be treated like this over a broken lamp.

They sent a broken item over. It was glass based. It was completely shattered. They wanted me to send it back in in order to get a refund or replacement. They received images of how broken the item was - they did not care and say it was "strict policy."

That means they wanted me to pack, reship broken glass, that their employees would have to open and handle.

That is a waste of time, man power, and work on all ends. Ridiculous customer service rules. No other furniture store does this.

They need to rethink their strict policies because I would assume they lose more money than just doing what another furniture store like Crate and Barrel would do.

They sent us a faulty chair which can’t be faulted during the transfer as the box was undamaged. When we asked for a replacement they said the new chair would arrive 3 months later. When i said we can order a new one and just return this they didn’t even offered free delivery. We are talking about a 350 pound chair. Ikea’s customer services is x10 better. I regret doing the purchase in the first place