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September 2025 by Jeff F
Do yourself a favor and don’t waste your time or money with West Elm. They are a total scam! Take your money and don’t deliver the furniture when promised! When you call customer service they keep changing excuses. Furniture MIGHT be delivered many months after promised! Do not buy anything here. Horrible customer service!!!
They have no accreditation with the BBB. Stay away!!!
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August 2025 by Brandon Thompson
I’m disappointed by my experience with West Elm. On June 20, 2025, I placed an order for custom curtains and immediately called to switch from two large panels to four smaller---a request they agreed to after a 36-minute phone call. I was told the delivery date would be August 4, which already felt long.
When August 7 passed with no update, the tracking link showed: “We’re sorry, a delivery date isn’t available yet….” I called and waited 21 minutes while the rep submitted a vendor inquiry. Eleven days later (on August 18), another rep could only say the curtains “seemed like they were being made.” I decided to cancel. I was told cancellation was not guaranteed, and if the order still arrived, I’d be responsible for a return at my own expense. The third call lasted 62 minutes, and even then I only got told I could call back and ask for a supervisor.
This experience felt like runaround after runaround with no accountability or proper resolution. I can’t recommend West Elm based on this poor customer service journey.
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August 2025 by Robert Foreman
While I wish I was able to leave a better review, in good conscience I cannot !!
This review relates to West Elm’s cost of shipping and delivery. I recently was considering purchasing a 42” outdoor dining table and a 32” coffee table.
Beware of their exorbitant charges for this service. A $519 dollar coffee table has a delivery charge of $159 dollars and a $849 dining table had another $159 dollar delivery charge. So, a combined purchase of $1,368 dollars has a total delivery charge cost of $318 dollars or 23.2% added to the purchase cost. You cannot even get them to combine the orders.
Saddest part of the whole transaction is that unlike Crate & Barrel or other companies you aren’t even given the option of customer pick up.
When you call the store or Customer Service they apologize and say they hear these complaints often but the feedback falls on deaf ears with leadership.
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July 2025 by Benjamin Kahrimanovic
Drove here an hour, ready to spend 3k on a bed that we already had picked out. Not a single employee said hi or asked to assist. Understaffed. Buying elsewhere that values time and money.
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June 2025 by Jeffrey DeArmond
Bought a couple of couches here they were expensive but very high-quality
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May 2025 by Ryan Nace
Recently bought a new build and Katherine was extremely accommodating with the difficulties of planning the multiple white glove deliveries. She was very knowledge as well and we are very grateful to have met her. Her and the staff have helped us so much. 10/10.
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May 2025 by CA B
West Elm (and their sister companies) no longer allow for product reviews via their website. That should tell us all we need to know. I purchased two sets of the Chunky Textured Placemats from their website. When they arrived, none of the 8 were the same size (each was a 1/2” larger or smaller than the next. I went to the Tampa store and every set was exactly the same way. Very poor quality control - and they still wanted to exchange them of an equally bad set. Unbelievable. But worse, I also bought a set of Braid Texture Easy Care mats. They don’t look like braid but cheap stamped plastic. At least they were all the same size. I would have kept them but the entire set was creased from improper storage. They looked like they were crinkled and folks just piled stuff on top leading to deep creases. Not usable on my table. They were on sale so even though they were damaged/defective, West Elm wouldn’t take them back. They had the nerve to give me ideas on how I could “fix” them. I paid good money for damaged placemats and you want ME to “fix” them? I bought other placemats at the time but now will return. These folks no longer deserve a penny of my money. Seeing other reviews here, my experience isn’t unique.
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May 2025 by Dominic Lorenzo
Overpriced garbage. Bought the 36” Volume Round Storage Drum Coffee Table and both of them arrived either damaged or the tops don’t swivel properly. Way too expensive and doesn’t even fulfill its purpose. Shop literally anywhere else.
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April 2025 by Ken Hart
Very nice selection of furniture and accessories.
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October 2024 by Brett Baginski
Ordered a lot of different products from West Elm (multiple lights, different chairs, tv stand, dining table, cushions).
The quality of the lights do not match the price they charge. The bracket is easily bent and causes the light to not sit flush against the ceiling. It was also delivered with multiple blemishes and scratches. Couldn't really see after installed so I decided not to exchange it.
The white glove service delivery that was mandatory for the tv stand never showed up between their delivery window of 3-5pm. I was on hold with customer service for 43 minutes and the delivery company was not answering. They ended up showing up 35 minutes late with no phone call.
The dining table was damaged and undeliverable, and I was told it would take 2 months to get another and there was no way to expedite this. Looks like family Thanksgiving will be on plastic tables this year.
One of the lights they sent the completely wrong product. That was quickly rectified, and a new one will be here in a week.
I have had better experiences with Wayfair for a similar quality, except at a much better price. West Elm needs to do better with their quality control and supply chain management. They also do not have
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October 2024 by Evangelina Medalla
Exceptional Customer Experience !! From the moment we walked in to the West Elm Tampa store we were greeted with smile and you can certainly feel their enthusiasm to assist with our home design dilemma. Thank you Lorraine and Jazz for your help in choosing every furniture and accessory we needed at our new home. And a big shout out also to general manager Vicky for coordinating our white glove home delivery . We love every piece of accessory and furnitures we purchased.
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August 2024 by Alex Matteucci
I went in to browse for a jewelry box. I found one I liked on display, but I noticed a chip on the front. I asked if they had any in back stock and they did. I was about to pay when I noticed the one they brought out had a bigger chip on it than the one on display. For how expensive this store is all of their products should not have chips on them. I will not be back.
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June 2024 by Shaun Michael Dickey
Dress Code. Lack of. Was told by management to shop at a different store by mgmt. Disturbing to bring our young children into the store when there is clearly a tall Man dressed as a.woman behind the counter wearing a tight Body Suit. Respectfully Expressed concerns to management in private and were told to shop at another location. Will be calling corporate. Man wearing tight body suit dressed as a woman in a family location. Parents with kids....and customers are told to go somewhere else.
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June 2024 by John Jacob Gingleheimerschmidt
Ordered a gorgeous statement light fixture on line. Delivery date keeps getting pushed back as parts are on backorder. Went into the store to see if they had a solution. Was told it was a popular piece and to wait it out. I get it, to wait, but why keep pushing the date back? Not the store's fault. Just frustrated.
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May 2024 by Savette Prak
My husband and I was waiting a good while to check out, but the woman at the front desk continued on with a customer on the phone repeating multiple times about how she can’t see where the truck is with their product. I tried being patient sitting down at one of the couches. My husband stood there with our bowls and plates but she continued to ignore us. Not a “I’ll be with you in a second” nothing. no acknowledgment. So we put everything back and walked out. The proper thing to do was tell the person on the phone to hold on for a second and check us out. So disappointing. Westelm please train checkout people better.
