Westelm Reviews 

Customer service is terrible. Refunds take forever and trying to arrange collection of a faulty order has been impossible. Over 10 phone calls made and numerous emails sent and no further forward. Not collected after the reply from westelm below either.

I am sure it must look like maybe I have been bribed to leave a positive review in light of the sheer number of bad ones currently, but I recently ordered from West Elm and I had a positive experience.

I made my order on 3rd January 2024 and it arrived on 30th January 2024. The order total was in the reigion of £2700 and consisted of some very heavy furniture.
The only issue I encountered was that the delivery partner: Wincanton had to cancel and re-schedule my delivery as they needed four men as opposed to two. This was delt with promptly and efficiently.

Other than that, the items arrived within the 3 hour delivery window, the men came a 10 minutes earlier than planned and were very efficient. The furniture came in perfect condition with no issues, all packaging was removed just as expected.

I hope to use Westelm again and very much hope all of my experiences continue to be positive.

Thanks for a positive experience.

Review for Tottenham Court Road, London. Ordered a pricey rug (weighed about 5kg, if that) from here and a couple of cushions. They charged me £89 for a two man delivery.When the rug turned up the delivery man laughed when I said what I'd been charged as he carried it in like a bag of potatoes. I queried it with the manager and staff and they said that there were a few customers who had been overcharged and that we would get a partial refund of £50. That was around end of November time. I have called, I have called again and I have emailed a member of staff at the branch, but to no avail. I have not had my refund and have been ignored. In addition, the rug looks lovely, but I fear it will not last very long as it's not very robust. It seems its not just the website that treats its customers with derision. Another customer lost

Ordered a coffee table and paid for next day delivery, the table was not delivered, I have tried contacting customer service via email, they took a week to respond and said they were forwarding it to their support team, a week later and I still have not heard from them.
I tried to call their customer support line several times but when you ring it says 'Thank you for calling west elm' then the line goes dead.
Really not impressed - there is absolutely no way to get hold of them. After spending the premium cost £510 on a coffee table you would expect to have a premium service.
Please call me immediately

Reply to West Elm below - I ordered on the 18th January and paid £24.17 for next day delivery - It was due to be delivered on the 19th Jan - I am happy to share screenshots of my order summary as proof if needed. Unfortunately i cant seem to find how to upload them onto here. After posting onto here I had a reply from customer service via email - its a shame that I had to resort to writing on here to get a reply!
I love West elm, all of their products are such high quality and buy from them very regularly, In store they are really great, but the online system really needs some work!

The product is okay, but not exceptional. It served its purpose, but I expected better quality for the price.

When people say oh my goodness “ I could hit myself over the head for having plunged into this catastrophic mess “ I would never ever imagined that would be my story !!!

In October of 2022 I moved into a new home and splashed out on new furniture and pieces for my home . West Elm was my go to shop spending over 5000 pounds or more . I bought dining chairs amongst these pieces within the space of …,,,,, months one chair gave way ….,,,,,,,, then a second chair ..,,,,, I wrote to .,,,,,,of the .,,,,,,branch , called customer service , went into the store and was told I had gone over the one year date which was utter hog wash .

Do you start counting days from the date the items are bought or upon receipt of the item?. My complaints were filled before that date. Were the defected chairs only meant to last 9 months ???? The Chairs were obviously of very poor and inferior quality and one would have thought that upon the mails, visits and calls they would have offered to replace or make them right.

BUT NO !!! That’s not how it works with West Elm .

This is very very disgraceful and shoddy customer service on West Elms part . I feel ripped off , upset and hoping mad. I bought 4 of these chairs at 359 pounds a piece.

Beware potential buyers of West Elms merchandise !!!!!

TERRIBLE TERRIBLE CUSTOMER SERVICE !!!!

Wow. I’m so fed up with backwards and forwards with West Elm so I thought I would check out Trustpilot. I see I’m not alone!

We ordered a rug which we love and a lamp which is good but was missing bolts and had a damaged shade.

Customer Service department is painful to deal with. Clearly US based but can’t make decisions or solve problems.

Really painful and disappointing.

Wow I wish I had looked at Trustpilot prior to ordering my items. It has been one of the worst experiences I have had in a long time of ordering online. It was my mistake to think I was purchasing quality products and would receive quality service. I have been wholly disappointed.

The two products I purchased were not fit for purpose; the side table did not fit together properly and was eventually collected after several calls and failed collections, The kitchen console with marble top was delivered with a crack from one side to the other due to a failure to package correctly surprisingly in just only brown paper.

I was advised at the time not to return it but to order a replacement marble, which had a 2 month lead time. Only at the time of the expected delivery, I emailed to be told “sorry to be the bearer of bad news, but this item is no longer available”

I chose to return the items and the first collection, resulted in receiving a call advising they were unable to park and being shouted at in the background by the drive that he was not going to get a parking ticket” ( this clearly was not a problem on the 5 visits previously!)
And he was going to call the office, then nothing. I can’t go into the next collection attempt but they eventually did take it away, that was 16th December I am still awaiting my refund.

My emails have been ignored and after calling a week ago, I was advised they have a backlog and still no refund of circa £1000.

My experience of customer service is non existent their attitude is laissez-faire and no sense of urgency or the basics of true customer service.

I will certainly never make another purchase and will certainly advise anyone I know not to make a purchase.

However i will be contacting my credit card company to advise I am now in dispute with West Elm and want my money back.

The most appalling customer service I have ever experienced in a retail store. I had to call 3 times and follow up on email to get a response and then they twisted the wording on the website so that I was liable to pay for the courier returns. The customer rep was abrasive in her manner and refused to allow me to speak to a manager when I asked to escalate.

update - I have since had a refund for my purchase - but not for the original delivery cost even though the policy on the website states "We will refund original shipping costs in the following circumstance: For returns due to change of mind, the cost of a basic standard delivery to you will be refunded where applicable (excluding, for example, cost for next–day–delivery) provided you notify us within 14 days of delivery." So in total I am now out of pocket £53 for absolutely nothing. The worst retail experience I have had in a long long time.

UPDATE June 2024
West Elm US cust service came back after a while of below feedback. They organized a 3rd party furniture company to check the sofa and recommend course of action. We are in month 3 since they check the sofa and made a report but nothing really happens towards repair of our furniture. On top of that due to the broken one leg, now the sofa is in worse condition. We really regret to have chosen this company to purchase furniture. I won’t even pass close to their showrooms anymore!
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Never again! Trusted the brand and purchased a bed set and entire living & dining room furnitures. The legs of the sofa was broken in less than a year. Raised the issue to customer service but there was no help at all! Just a single line of email saying “sorry we cannot repair this” Such a shame!

I bought a Cooper Mid-Century Leather Swivel Office Chair from West Elm in April 2022 for £699. The item is now defective with a malfunction of the swivel mechanism and the chair rocks on its axis as the metal chassis has failed. West Elm will not assist any further as they state you 'buy as it is' with a 30 days return period. The do not acknowledge the UK consumer rights for such items purchased. I would not buy anything from West Elm again,despite having several of their furniture items (desk, shelving and office chair). I loved this chair and the design but I am really shocked by the quality of the item.

**UPDATE 14-12-23- I have contacted your customer care helpline (customerservice-westelm.co.uk) twice and have had no reply at all. I ahve contacted two stores which were helpful but were unable to assist further due to a 30 day return period elapsing. I am exasperated about the quality of this product which cost £699 in a sale, and now the swivel mechanism is defective.

The store are unable to assist further hence I reached out to the central customer care team and the item still has the original labels and SkU / manufacturer codes. I’m seriously annoyed that such an expensive item has failed and West Elm are not able to assist any further.
Can someone please contact me to discuss this matter further?
Many thanks

UPDATE:
18 days and still no reply from West Elm, unbelievable. Im fed up of even chasing them even though I have now lost money as a result.

This has to be one of the worst customer service experience I have had a in a long time. I emailed my issue over 12 days ago and no reply - I have called customer service a number of times to try and get this resolved, some are more helpful than others. I am no closer to resolving the issue and I am literally going around in circles. Even up until now, no one has read my complaint or replied to the email. Terrible customer service

I sent West Elm a very polite e-mail requesting they advise if items showing currently out of stock both online and in the two London stores - gold wire Christmas decorations - might possibly be back in stock before this Christmas.

No reply.

Very poor customer service.

Update: I had sent an email to West Elm before writing this review with order number and details (the 3rd time I have emailed the company about this issue), after contacting the company on the telephone 5 times. It has up to end of this week to respond. So far i have been contacted via telephone following 3rd email and this review, and a pick-up date has been agreed for this week (w/c 4 December), but i have had no reply to my email or had any information about refund (which is supposed to be made 14 days after my right for refusal on the item). So I am still waiting to hear from them on this. I would have been amenable to a discount on the product (but it would have had to be a 60% reduction on the purchase price based on the quality of the item). At present I still stand by my current review of: Absolute tat. Incredibly poor quality for the price. Item not as described..should be a fairly easy refund process....however, this company does not honour refund policy or consumer rights act as stated on its website. Still waiting four weeks after being issued a returns authorisation, for them to arrange pickup (which was supposed to be ten business days), despite several calls to be told I need to wait another couple of days....every time. Also been told refund will be two to three weeks after they've picked up (if they ever do) which will apparently be no earlier than January 2024. But I must follow up, chase the delivery company (which has no record of any pickup request from west elm) while west elm does its 'very best' holding me to ransom, I'm storing their dodgy damaged furniture while they keep hold of my money. This is NOT in accordance with Consumer Rights Act (as the company so dutifully quotes on its website). Do NOT buy from this company! Its furniture is dreadful, so you will want to return when you are outraged by the money you spent for such poor quality...and then find out it doesn't honour returns/refund policy nor the consumer rights act (2015).

One portion of my order wasn't delivered. I emailed West Elm with photos and order number etc on Saturday. No reply. Tried phoning them several times today but a recorded messages says their phone line is closed (on a Tuesday at 2pm?) and to refer to Sabre central whatever that is. I am wondering if I'll ever get my money back or my item....

Home delivery cost us £89. Not only was the order not delivered, but there was no warning that they were nearby and needed further instruction to get into our building. There was no communication whatsoever, just a missed call from a random mobile number with no voicemail or message and we couldn't call back.
We now have no idea when we will receive our furniture, far too expensive for such infuriatingly disappointing service. We have been told by both head office and the Tottenham Court Rd store that they were going to look into it and have had radio silence since.

Disgusting customer service. Do NOT buy from this company. Ordered a rug online and delivery arranged for 5 days later, all fine so far. Rug arrived, heavily wrapped which is also fine. Opened and wrong rug had been sent. Called customer services who were based in the US and had a very bad line and even worse attitude; no one semblance of customer service or attitude to help. Was told a ‘replacement’ - I corrected, no, it should be ‘the correct’ rug - had been ordered to be sent and I was to return the wrong rug and that the courier would be in touch with a date for collection. I heard nothing, no emails were sent to say my replacement had been ordered and sent. Called 3 days later to find out why I’d heard nothing. Again, awful phone line and terrible attitude. I was sent a return request via email, nothing mentioning my replacement. Called yet again, you guessed it, disgraceful customer service, to be told that the return request had been made 5 days after my first call to them (so they did nothing for 4 working days), and that it takes up to 10 days for the courier to contact me either a collection date for the wrong rug, and only THEN, will my correct rug - that I PAID FOR - will be sent. And this is all due to THEIR mistake. Absolutely disgusting time wasters. Avoid this company at ALL COSTS.

Shockingly bad customer service.
After MONTHS of trying to get a refund for part of an order they were unable to fulfil, I’m still waiting. They say they refunded my card in August but SURPRISE it’s not showing in my transactions. Fed up of them and referring them to UK Trading Standards.

Would give 0 if I could.
Took my money, never delivered the items and customer service won’t reply to any emails. Wont answer the phone. Silence. Theyve stolen from me.
Still yet to receieve updates or replies a month later.

Massively over priced tat that breaks and then no after sale car whatsoever