West Elm Overview
West Elm has a 1.9-star rating, derived from feedback provided by 781 customers. In the Furniture and Decor category, it secures the 17th position out of 1164 companies.
Rating
Contact Information
Website
www.westelm.com
Phone
(855) 860-3081
3250 Van Ness Avenue, San Francisco, California, 94109, United States
West Elm Reviews
Amy
WORST COMPANY OF ALL TIME
I ordered a vanity months ago, the first attempt to ship was 3 months later. The day it was set to arrive I called multiple times because I got an email saying something about rescheduling but they kept saying its on the way, be there ready to receive. Missed work, had the to pay the renovators the full day of work to only find out hours later that it was actually damaged beyond repair at the warehouse. They had to order a replacement. Months later the replacement is scheduled for delivery and the day of delivery they call and say that the vanity was lost in the warehouse and now we have to order A THIRD ONE. ANOTHER REPLACEMENT. I *** hate this company. I called to try to complain and was redirected to someone names Christy I asked are you a manager and she she started literally LAUGHING and saying what do u want I can help u. I said miss are you drunk? Cause u are slurring your words and laughing while Im clearly Im distress and she yells at me and hangs up the phone. This company is committing some kind of fraud. Its crazy. DO NOT ORDER
Anonim
Damaged item
Table was damaged on delivery. Waiting for replacement. Not happy and wonder if I'll ever buy from West Elm again
Robin
This company is a complete nightmare!
Original review May 20, 2023
I honestly don't know where to start. I have 3 pages of notes, contact with several store managers, phone calls, emails, etc. My daughter bought a new home and my gift to her was bedroom furniture from West Elm. Since we were told it was in stock and should be there in a week, I was not surprised when my credit card was charged, and they took out the money. Months later, they still have my money and we do not have all the furniture. We finally got a dresser a week ago or so. We were lied to from the start about a simple delivery date. We have been hung up on, dismissed, given wrong information or no information. We have missed many days of work waiting for deliveries that did not come and then lied to about it. At the moment I am writing this, we were finally expecting the bed to be delivered today. (after many attempts!!) And of course, they show up with no call after we had been waiting all day and do not have all the bed. Now they are saying they have to schedule another delivery date. For weeks, I have been emailing customer service and not one person has responded. This has been a complete disaster. They have caused us a great deal of stress and anxiety. If they had been honest from the start, the expectations would have been different, but they were not. To not answer the emails sent or return phone calls is just unacceptable. To actually take my money and not provide the product I believe would be fraud. I will file a complaint with the BBB and anywhere else I can do so. Please, before you order anything at all from West Elm, read the thousands of reviews and complaints this company has. There is no excuse to treat their customers they way they do.
Anonim
Cushion Defects
Had a brand new couch delivered in early January and as soon as we sat on it the cushions left horrible sagging indents. Went to store with pictures and they confirmed there was an issue and sent us to customer service. 4 months later, multiple calls and finally they schedule a 'repair' service - which we thought meant new cushions. They just sent 2 guys with an IPAD to take more pictures - and 3 weeks later no follow-up on the status.
Christa
Delivery Service
I scheduled the delivery for my little girls bed weeks ago. Today the delivery driver was to be at my home between 12 and 2, the ETA at 12:39. I boke down my daughters old bed and cleared the room so that the "white glove" delivery would go as smoothly for West Elm as possible. At 12:40 I called to find out where the drivers were. After a brief hold I was told the drivers were running 1.5 hours late. They would not be delivering my daughters bed until 3:30pm. No one called me to inform me of how late they were. I asked to speak with a supervisor and was told there was not one I could speak with but that one would call me back. At 2pm, still no call. I called back and again was told the delivery would be late. I asked again to speak with a supervisor, after push back I was put on hold for more than 5 minutes. I hung up to call West Elm customer service and finally received a phone call letting me know they had rerouted the deliveries for the day and they would be 20 min late. As I type, they are now 30 minutes late. I will be leaving to pick up my children from school in 30 minutes. Hence, why I requested the delivery time prior to 2pm. This is my second *** delivery service with West Elm, 6 years apart. I am so disappointed in their service and lack of give a *** by the way, the bed and mattress have been paid for in full.
Maclean
Lied to and horrible customer service
Long story short, I placed an order for items in January. I realized that an incorrect address was entered and immediately called to request a change of address. I spoke with a very nice agent who gave me the option of cancelling my order or paying to have a replacement order issued to the correct address. Needless to say, I spent a lot of time one the phone with representative that were unable to give me definitive tracking information on my replacement orders. I finally received email notification after three weeks that my items shipped and I would receive them shortly. I got confirmation today that my item shipped and was delivered to the address That was incorrect!!! I spoke with one of the most aggressive and unprofessional team leads ever. She informed me that it is not WE policy to issue address changes. When I stated that I was never apprised of this policy when I had spoken with three of the previous representatives. Trisha (the team lead) basically called me a liar and told me that it was in the notes that I was informed by a previous representative. I inquired why would it be necessary to place a replacement order if your policy is not to change the address for existing orders? Why did one of the items from my order he shipped to the address I requested? She did not reply to my question. Instead Trisha stated that the order already shipped and there was nothing they could do. Ive ordered several items from WE and will spend my money with companies that value my loyalty and business
Meredith
Delivery never showed up, no call, text or email
Ordered 2 ottomans in store on Nov 3, 2022, with expected delivery in Feb. Delivery fees of $276. Scheduled delivery appointment for Feb 1, and was given a window from 2pm-4pm. at 3:50pm I tried to contact customer service, and after being bounced around to multiple reps and disconnected, I was finally told that drivers were going to be 1.5 hours late, but not certain, could be later. I was unable to sit around for another 1.5 hours, so I had to re-schedule delivery and was not given any priority over schedule, so now waiting another 3 days. West elm has done this before, and I was able to get a small credit, so I tried to speak to them again, as I had taken the entire day off . They said they cannot do anything until the furniture is delivered! West elm cleverly does not provide any phone numbers to call other than their general customer service number. They also no longer have a customer service email address on their website. They charge $276 for delivery, which they are not very good at! They are THE WORST and I will never shop there again!
Anonim
6 months, still no sofa
We ordered a leather sofa and chair knowing that it would take a few months to get in. Then, finally, we received notification that both items have arrived at the warehouse so we were able to schedule the delivery day. Finally, the truck pulls up...but only had the chair. We signed for it but made sure to write that only the chair was delivered. Apparently, the sofa was misplaced in the warehouse so we had to reschedule. We had to wait another 2 weeks but still, we were optimistic. The day came but no delivery. We called and called, and finally we reached someone from the warehouse who said the sofa simply wasn't picked up but had absolutely no reason why. He didn't offer to reschedule us and instead said he could refund us. I'm not even sure if we'll get the money back after reading all these horrible reviews. We'll never shop there again.
kamal
None delivery of order or even a response
Original review Jan 24, 2023
I placed this larger order of $94,000 plus for items for my hotel. They refuse to give me a delivery date or respond to any emails. When I call I get sent from department to department. The one person who was helping me in delivery, Brooke, has given up too. They took my money straight away. The order was placed on OCT 17th 2022. Since then many of the pieces showed up. They however left us short of many items. No paperwork was given and no indication of where those items are or if they ever intend to deliver them.
Donna
I have never got my order and was charged
Original review Jan 15, 2023
Although I spent over $$7,000 on furniture and I was assured everything was in stock when I ordered it sept 15, 2022 I still have not received my products. On Dec 10, 2022 they finally called me to deliver my two beds when they came to deliver them one was completely missing and the other one was broke. This left me with no queen bed and a broken full size bed. Im also missing my end table. Remind you, I was charged in full for all of these items Numerous calls to west elm in Chelsea Rene is my sales person, only for them to never call me back or when they do they tell me they are working in it. Nobody is working on anything and Im left sleeping on the floor for months and my elderly mother on the floor till Dec, and now sleeping on a broken bed. Im beyond disgusted I want to be compensated for this nightmare and I want my products and an explanation of what is going on!!! I spoke to customer service in Oct 2021 again the day of delivery Dec 10,2023 when the stuff was delivered missing and broken with not one response. The only email I get from your company is 10 times a day about stuff for sale !!! Im expecting a response and this condition to be corrected.
Laura
They sent half my sectional to an outlet store after I waited 8 months
We ordered a leather sectional from westelm.com 8 MONTHS AGO. It was supposed to come in after 9 weeks but there was delay upon delay upon delay in manufacturing. I was told I'd be notified as soon as it was in. I was not notified and only found out by chance it had been in for over a month, after 7 months of waiting. We scheduled delivery but they showed up with 1/2 the sectional in the wrong color. Both halves were sent back to the warehouse. No one contacted me so I got in touch with a guy who said he was a supervisor (turns out he wasn't). After 9 weeks, calling repeatedly (having to start from the beginning each time, since the guy's extension doesn't work and he has not once replied to an email) and spending at least an hour on the phone each time, I finally learn that the warehouse apparently mislabeled the correct half and sent it to an outlet store to be sold 2 months ago. Now it's been weeks of being unable to get in touch with this guy to get a refund for the $5000+ sofa. Customer Service won't connect me to any other supervisor or "senior lead" since this guy is "handling things." Or they try to connect me but no one will pick up. I'm currently still on hold after 50 minutes and no sign of hope. DO NOT ORDER furniture from West Elm unless they have it in stock. I understand manufacturing delays, but there is no accountability and no communication. Navigating their mistakes is a nightmare, and they hold onto your money.
Anonim
Lied about delivery
this company is a complete SCAM. Stay far away unless you don't care if they randomly delay your order 100x after promising to have it to you on time. They have guarantee after guarantee on their website about getting your order to you before Christmas. ITS A LIE!!! I ordered a chair on black Friday, they "guaranteed" me delivery at the latest by Dec. 17th, and here we are a month later and they randomly changed my delivery date to JANUARY 7TH with no notification and no heads up. they will most likely delay it over and over too judging by all their other reviews! Stay away from this scam company!
Jeanie
They charged me money but did not deliver items
I ordered two nightstands (full price) on Aug 10th w expected delivery by Sept-Oct. I waited only to see the delivery date pushed back multiple times until we got to Nov 11th. On Nov 11th West Elm charged my account and updated the tracking status to Shipped w expected delivery by 11/30 - 12/5. I call to ask for additional details and was told "its coming from California so it will take time but you should get an update in two weeks". No update. I call back and now hear "no its coming from NJ, I don't know why they told you California. Give it a couple of weeks." Its 12/9 (past the 12/5 date to I go online and see an automated push back again to 12/31). I email for an update and surprise surprise told "oh we just sent you an email saying we can deliver your furniture on 12/31" I have received no such email - and now they say "it will be delivered on 12/31 which is our first available delivery date bc we have a backlog at the NC distribution center". All the while sitting on my money in their account. Also, when you post a bad review here they ask via private message that you email them at some obscure email address for "escalated" support. Those people are no better - how do I know? Because all that back and forth with California and NJ and 12/5 vs 12/31 was provided by the people they escalated my original consumer affairs complaint to. I contacted the escalated email address for confirmation on that 12/31 date and surprise surprise they said it was en route to the distribution center due to arrive on 12/31. But the woman before said it was already there! How is any of this ok? They collect your money well in advance of when they even suspect they will have the items to you. Don't trust West Elm, Pottery Barn, or William Sonoma ship dates. They are not being transparent in their availability dates or logistical issues and they have plenty!!! Update: I have cancelled my order since no one can get their story straight. I will not be ordering from these companies any longer. Buyer beware. If you don't trust this review, see my other one from last month. Same issue only w Pottery Barn and there are countless other consumers with the exact same issues.
Siu
Complaint
Updated by user Dec 09, 2022
Some lady named Katie emailed me stating that she tried calling me and my voicemail was full which is a lie. I only had 2 messages saved.
She stated that she sent a request to the headquarters to replace the couch set and ottoman and will get back to me in a week with their response. I mentioned that the material should be replaced to my liking because your sales rep picked this one and my skin is itchy with the one he picked. She never got back to me and when I followed up, she stated that headquarters refused her proposal and the case is closed.
I responded that I did not understand and there is no more communications. So, problem never solved and I have been scammed!!!
Original review Nov 09, 2022
Been fighting about my couch for 2 years. Sales Rep picked out material. I picked out color. Couch sagging and material is fuzzing/little balls. Getting rash from material. Got it replaced once. Calling every month or two complaining and trying to get it replaced or returned. Customer service is very rude. Now they say its over one year and they cant do anything about it. They do not have Corporate Office contact info. NOBODY HAS CORPORATE OFFICE CONTACT INFO. WHY???
Etienne
West Elm Deceptive Business Practices
Updated on 8/2/2022: Synopsis: July 13, 2022: I ordered an in stock + ready to ship item from West Elms website. July 31, 2022: Estimated delivery window came and went. Aug 2, 2022 at 0932: called customer service, product not ready for scheduling. 0940: I filed Consumer Report. 1020: I file BBB complaint. 130pm: Charlene V cancels my order so that the Consumer Affairs complaint can be marked as resolved. The long version: on 2 Aug at 3:22pm I receive an email from West Elm asking how my interaction with Charlene went. Super weird since I never spoke to a Charlene on Aug 2. Thinking this was an error and there must be a status update regarding my order, I check the tracking status and it says ready for scheduling. Excited, I called West Elms customer service and spoke with Laquista 2Aug at 4:08pm to inquire about status of delivery. (Was transferred by 1st rep who said the order was canceled and I needed to talk to a csr). Laquista says the order is ready to be scheduled for delivery and that someone will call me to schedule. I tell her that the website tells the customer to call. She says Well they usually call but Ill transfer you to scheduling. I am transferred to scheduling and an auto message tells me to enter my delivery zip code. After entering my zip code it automatically disconnects the call. I call back and spoke with Tanja who says the order is at the distro center at fidemitone NJ and provides their phone # 866-787-****. She then transfers me to this number. The distro says West Elm has yet to deliver the item to their distro so a delivery cannot be scheduled. They told me to call West Elm and get the tracking number and a trailer number and call the distro back with that info so they could perform a reverse lookup. Called West Elmagain and spoke with Asia at 4:31pm EST and asked for trailer number and tracking number. Asia says trailer # ** and the tracking # does not exist because West Elm has not sent the product to the distro. Asia then looks at the order notes and states the order was canceled at 1:30pm EST by Charlene because customer filed Consumer Report. Cancel order due to not in stock. Charlene V canceled my order immediately after I filled a Consumer Affairs complaint. Charlene V is also the name of the West Elm representative who responds to a lot of these Consumer Affairs complaints. Coincidence? I think not. I am still without my chair and seriously think the company is involved in multiple scams. First scam being false advertisement and second scam is with ensuring Consumer Affairs complaints are never posted. Original review: Ordered a In stock and ready to ship chair from the West Elm website on June 13, 2022. Delivery window was Jul 17-31. Called customer support on Jul 27 to see where the delivery was. The rep told me the chair was at their NJ warehouse and as soon as it's scanned Ill receive notification to schedule the delivery. I had family in town the weekend of Aug 1 expecting to have my furniture delivered before then or at least delivered during the window provided. My family have since come and left but my furniture is still stuck in limbo. Ive called multiple times and was told the chair is now still in fulfillment. **!!! Ive since ordered furniture from Wayfair which was delivered with white-glove service and no longer need the furniture ordered from West Elm. But because the West Elm order is still in fulfillment it's not eligible for a refund. Never ordering from West Elm again! Most of their products say in stock and ready to ship. This is a LIE!! I dont understand how a company can lie to the public and claim to offer services that are unavailable.
Debra
DID NOT RECEIVE ITEMS ORDERED
To make a long story short, about 40 plus hours of my and my husbands time has been spent contacting West Elm regarding my ongoing issues, and despite asking to speak to one consistent West Elm employee regarding these ongoing issues, we have spoken and been redirected to several different associates (including but not limited to the following people: Dianne F., Jessica O., Ashley H., Amber T., Lisa, Jamella M., Treshia, Melissa M., Kimberly, Brittany A., Cassie M., Jelani S., Roy Perez, etc.), one terribly rude and aggressive customer service agent named Treshia M. Davis who claimed they were in a leadership role even though I asked to speak to a supervisor and not anyone below them, and then finally one supervisor (Lakesha McCall) after repeated requests to speak to someone higher up. Lakesha guaranteed she would call me daily to update me on the credit and arrival of the correct chairs, however she refused to email me a summary of our conversation and put this in writing. I also requested to Lakesha McCall, the supervisor, that she listen to the audio recording of my calls to hear how mistreated I was by Treshia, a member of the West Elm leadership team. Treshia literally made me cry while speaking to her because of how mean and nasty she was, and all I was asking for is the money that was owed to me and the correct chairs in a set costing us nearly $4,000 (all of which we paid in full already). Lakesha McCall, the supervisor said she was now in charge of this situation and she was finally able to issue our credit in August, and she said she would release the chairs for delivery, while sadly telling us that the chairs we were supposed to receive on July 13th were not ever released. Lakesha also blamed the previous agent for messing this up in our conversation, however there were endless amounts of issues that have been ongoing, so it felt like a cop out. At the time I spoke to Lakesha, she could not provide me with an expected delivery date at this time, but reassured me she would keep me posted regularly. Sadly, Lakesha never called me back after this conversation and I had to reach out to West Elm several times to verify that these chairs were still coming. On August 10, after not hearing back from anyone via email and after waiting on hold for another 45 minutes, I spoke to Roy Perez, who sounded sympathetic, and he confirmed my chairs were in route and expected to be delivered on August 16th. He also stated that he would call me on the afternoon of August 16th to confirm I received the correct chairs and offer me compensation for my headache with West Elms customer service. On August 16th, the delivery came and the same WRONG colored chairs arrived. I refused the delivery and requested proof of this via email, which I have in my possession. Also, on the afternoon of August 16th, Roy Perez never contacted me to ensure I received the correct chairs and offer me compensation as promised. At this point, we want a refund for the matching chairs we never received. West Elms customer service is absolutely poor and nonexistent. Their business and organizational hierarchy does not support customers actually receiving items that they paid good money for and definitely does not ensure comprehensive customer service especially when troubleshooting issues that occurred due to their own mistakes. I also have all of these correspondences documented via email (except Lakesha McCalls since she refused to email me) as well, so I can provide ample proof of this ongoing issue, in addition to requesting you access the recorded calls. It is now August 17, 2022, which is more than THREE MONTHS after my initial order for an outdoor table and I still do not have the correct chairs I purchased and the summer is almost over, so the table and chairs cant even be enjoyed for the season since we live in Chicago. The amount of time and emotional stress this has caused my husband and me is quite significant, and definitely not deserved after placing an order amounting to almost $4,000, for items that were supposed to arrive at the beginning of the summer.