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April 2024 by Trevor Domvik
I don't know what I was thinking giving West Elm a chance. I've been reading all these poor reviews but decided to go ahead and purchase one item which I'm still waiting to be delivered. That's not even the worst of it. The level of contempt the employees have towards anyone that walks in is just absurd. They stare at you up and down, act like they want to help when they couldn't care less about you. Their attitude and smile is phony. I have no idea who's hiring them. The Lady (black hair, blue eyes) that checked me out seemed bothered by me, and when I asked for a printed receipt for my online order, she said it was going to my email. Well, it never did and I had to contact customer service to track down my order number and delivery date...Never going back, but I'm sure they don't care.
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April 2024 by Samantha
I should’ve trusted the reviews! We ordered a chair in January and it wasn’t supposed to be delivered until the end of May. Pretty long time, but we liked the chair and the fabric we picked out, so figured it would be fine. West Elm proceeded to delay the delivery 3 times, each time by a month, so within 6 weeks or so of placing our order in January, the delivery date was now end of August. Apparently it had something to do with a back order issue which we weren’t made aware of at the time of ordering, and honestly to have it delayed 3 months seems like west elm needs to have better communication with its suppliers. We ended up cancelling the order and just ordered a chair that was a quarter of the cost from Wayfair. Just use Wayfair!
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April 2024 by Noor Bader
I should have believed all of the one star reviews. We have a glider for our nursery that was delivered 1 year ago. About a week ago it started leaking these beads that are an extreme choking hazard. After reaching out to customer service and hours on the phone, I was told they will not return the item. I implore people to refrain from buying furniture from here. This $1,200 glider is not only a safety hazard but it is also extremely poorly constructed. I believe this item should be recalled. I will never purchase another item from this terrible company. I urge you to do the same.
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March 2024 by Ana Valbuena
Went in to see an item in person and Carlos was so helpful!
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March 2024 by Nick Radice
West elm furniture is designed to look nice, cost too much (for what it is) and require replacement within a few years.I have been fooled by their seemingly nice style too many times (on me) and am always left disappointed when purchases literally fall apart 1-2 years (or even months) after buying.Aside from poor quality, the customer service atrocious. There is no path to repairing products and they will never replace items after 30 days. The poor quality is by design.If you like their style and have money to burn, go for it, but items are not made to last and there is much better quality alternatives close by (try Jason Home).
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February 2024 by Sasha Y
Beautiful store with many inspirational ideas, could spend hours there reviewing everything. We just ordered new bed frame and BIG shout out to thank Harris Quinn for all the help and suggestions! Appreciate the personal touch and big thank you!
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February 2024 by Mary Bosak
I ordered new living room furniture in Sept.2023. All pieces came with problems - damage (dents, scratches & chips on coffee and end tables., a couch with a missing leg, a chair missing fabric). All this & EXTREME DELAYS in delivery. It is now 5 months later and I'm still trying to get the store & customer service to complete my order as I was promised and paid for. They have been dismissive & unhelpful. So disappointing.
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January 2024 by Mir Ottman
The young gentleman gave great advice and stylish tips for my new home. Great customer service!
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January 2024 by Frankie
Dylan was amazing! He answered all my questions and went beyond. Great work
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January 2024 by Kimberly Bernstein
Terrible experience with customer service and quality of product. Recently bought the Silky TENCEL™ Plush Comforter & Shams ($250) from West Elm and just only a month after using them holes started forming in the comforter. Customer service was not helpful and would not let me exchange the product. For the price you’re paying, you’d expect it to not tear after 30 days. Would not recommend West Elm for bedding. You can find better quality for cheaper literally anywhere else.
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December 2023 by Kate Gaffey
One of the worst retail experiences I’ve ever had. The closing shift manager on 12/10 is a clearly hateful and mean person. So incredibly rude to me trying to flex in front of her employees questioning If my contractor even “knew how to install” a light fixture as I tried to return a fixture that arrived a defect. Scoffing at my clearly non electrician explanation of why I’m returning a light fixture that came broken. I had already re ordered the fixture hoping the new one won’t be broken - clearly an inconvenience as I’m not there returning this after having to repurchase for fun! YOU ARE SO RUDE
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December 2023 by Emily Morgan
Never buy anything from West Elm that you can’t buy in the store. Products arrive damaged and missing pieces and customer service can only do so much.
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December 2023 by Öykü Akay
I ordered a bed for over $2k in July, and after waiting until November, we finally received the order. During delivery, after they opened all the packages, they discovered that the hardware was missing. They took the bed back; this time, without a cover, and it went three floors down to the back of the truck. They will be delivering the same bed back. The delivery was three weeks ago, and today, we are still sleeping on the floor because we sold our bed frame and are now waiting for our "West Elm" bed. We went to their store where we bought it; they gave us a name to email. I emailed her, and she gave me a number to call. That number led to another number and so on. I have no updates, just waiting. If I order a new bed, I need to wait another 4-5 months, and there's no guarantee that there won't be any issues. If you don't want to sleep on the floor, I would recommend taking your business somewhere else. Don't get stuck here like we are.
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December 2023 by Ed W.
Ordered rug from Oak Brook store on 12/1. Went to pick up 12/2 . Drove 1 hr to get there. Was told it was out of stock. (I paid for it ,had a receipt plus email to pick up 2 hrs after order placed , signed up for email notifications) Yeah when I got there told they sold me something they did not have. They offer to order it online for me (as I m talking to the store pickup person I get notification "order canceled") Shipping is $50. They would not even order the rug with free shipping- spoke with store manager who was rude and said too bad "anything else I can help you with . Of course all customer service #s were with someone in a far away country who gave corporate empathy but has authority to do nothing.Let's take back customer service- don't shop here they don't care.
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November 2023 by Kathleen M.
Upon searching for a crib online, I placed an order for a "4 in 1 convertible crib" -- the first photo used in the listing was A CRIB, and there was no indication that the conversion kit came separately. What arrived was a 75 pound box, with only a conversion kit inside for a double bed. West Elm customer service initially told me I'd receive an email with my return slip. A week went by, no email. I called again and another rep unapologetically told me I can't return the conversion kit as it was final sale. Absolutely nothing they can do for me, so now I just have expensive pieces to a double bed that I can't even use, because I don't have the original crib (which is what I assumed I was buying due to the promotional images). Completely unsatisfied with this experience. A lot of wasted money.
