-
April 2024 by Paige Ryan
I love West Elm’s products and look but I wish I could give them zero stars for their fulfillment and customer service. Two years ago, we ordered a bed frame from them, and it kept getting delayed which I can understand. When it was finally ready (8 months after ordering) to be delivered, we scheduled the delivery a week out, day of, we took apart our current bed frame and set it out with the trash, and West Elm never came. When I called they said my delivery had been cancelled because they couldn’t find my bed frame and someone should’ve called. Two weeks and a lot of phone calls later, they find the bed frame, we schedule delivery and when it arrives, it was a mis match of parts for a California king and king size bed, so they had to take it back to the warehouse and said they would call and it should be fixed and ready in a week. When I call back a week later, they said they can’t find my bed frame again. Overall it took over 2 months to get the bed frame, which included us calling constantly and having to get in touch with someone at Williams Sonoma corporate to help assist (mind you they also charged us the full amount when we scheduled the first delivery).I decided to give West Elm another chance recently and ordered a LED bathroom mirror from them. It shipped quickly, but when we opened it once it was time to install, they had shipped the wrong finish. I return it to a store and re order the mirror. It arrives two days later and is the wrong finish again. I call customer service and they tell me the mirror is not available in the finish I ordered even though it’s still available on the website (and I ordered it for the first time over a month ago so I’m assuming it was out of stock then too)!! They say there’s nothing they can do besides initiate a return and they can’t even confirm they can refund the shipping cost. This place is a mess and it’s not worth dealing with them. I’ll never be ordering another thing from them
-
April 2024 by gilda assi
I had an extremely poor customer service with one of the store managers who was impolite and impatient.
-
February 2024 by Colleen C
If you want a sofa lightly used last than more than 3 years, don’t buy from them. Got my Andes sofa for full price during Covid, lightly used, one person household, weigh less than 105lbs. The beam bent and makes squeaky sound. They don’t admit there’s a design flaw. Waited months for them to respond. No repair, exchange or return. Used to be a loyal customer and bought all big furnitures from them. And yes, the side table and lamp you see in the picture are also from them. Very disappointed!
-
November 2023 by Jorge Morales
Delivery delays are insane. Just read the other reviews. Do not buy here. We purchased our stuff in AUGUST and it's NOVEMBER and we still haven't gotten everything. Stuff keeps being pushed. Chairs we were told they would take 6 weeks to be delivered are now scheduled to be delivered 20 weeks after our purchase (and that's assuming they do fulfill their promise now). They keep rescheduling the delivery of other pieces. It's kafkesque. I don't think I will ever purchase again from West Elm.
-
November 2023 by Rose M.
Delivery personnel were horrible. They couldn't lift the furniture I ordered and dragged it on my hardwood floors
-
September 2023 by Linny Kenney
Terrible experience. Purchased a Harmony sofa and ottoman 8 months ago and I have yet to receive the couch intact. It has arrived broken 3 times in a row. They will not offer reasonable compensation and will not permit you to speak to a supervisor. They always say all supervisors are "in a meeting" or that I would wait for hours, maybe all day. When I finally said I didn't care and that I would wait, the rep told me she would be off work before I would get through to a supervisor. Super shady company with low quality products.
-
September 2023 by Zachery Parracino
Read the reviews prior to associating yourself with this West Elm store. Keeping my business online and working with an interior designer consultant moving forward for any needs. If it is an absolute must to work with a store, I will work with other stores in the area, even if they are miles away further. Once you place an order, they no longer care to assist you. They mention to order in store to "support them" - but where is customer support? There is none.
-
September 2023 by Sungyong Ban
I purchased a table from this store.4years later this table is broken. I noticed this giant table wiggling.I called the store to ask if they provide and repair service and I was informed that at this point I need to get a carpenter or something to get this repaired.I asked the store manager if I can talk to someone, email pictures ask someone to order specific parts that is missing or broken. She basically said there is nothing she can do about this.Not sure if this is a good customer service. She also appeared to be polite but I could sense her frustration while I was having conversation.Not a pleasant experience and furniture appears to be poorly designed.
-
September 2023 by Daniel M.
Its going to take a lawsuit for this company to do right by its consumers. This company is a disaster and would highly recommend not purchasing from. The furniture on display is not the same you receive - very different quality. The website tells you delivery estimate and it has surpassed that estimate for weeks.Do not purchase from West Elm, you will be extremely dissatisfied and disappointed in the entire process. At the end you will wish you went with your other options like i am sure many shoppers encounter.
-
September 2023 by Sungyong B.
I purchased a table from this store.4years later this table is broken. I noticed this giant table wiggling.I called the store to ask if they provide and repair service and I was informed that at this point I need to get a carpenter or something to get this repaired.I asked the store manager if I can talk to someone, email pictures ask someone to order specific parts that is missing or broken. She basically said there is nothing she can do about this.Not sure if this is a good customer service. She also appeared to be polite but I could sense her frustration while I was having conversation.Not a pleasant experience and furniture appears to be poorly designed.
-
August 2023 by HG Y.
Terrible service and terrible furniture. I ordered a custom made chair and it arrived damaged! I am still calling them to see how they can fix the damage or replace it, and it's like speaking with empty brains. Furniture looks good but but not well made and it was a big mistake buying from West Elm. One star bcs there is no zero !
-
August 2023 by J U
Terrible experience. Order a coffee table over a month and a half ago. Table delivery keeps getting delayed and customer service doesn't know why
-
July 2023 by Gunjan Bathla
Went to the store at Fenway today with every intention of buying a couch and some more furniture. The sales associate was so uninterested in helping and it felt like we were a burden to her. Love stuff I get from West elm online but never going into the store again! Maybe get people who actually like sales to help customers.
-
June 2023 by Alice Peterson
Although we've had a couple of shipping/supply chain issues, WE staff, from the Boston Fenway store to customer service via phones, have not only been helpful, were unfailingly pleasant & understanding.
-
June 2023 by Alan H.
Horrible, unconscionable, uncaring, absolute failure to execute.I apologize to the staff at this location because it isn't their fault.My daughter just moved to Boston. She ordered a piece of furniture from West Elm. They offer a service called white glove where people in theory deliver it and put it together. However, none of the hardware that allows one to put it together was included. It was either send it back and wait another month or reach out to the customer service people and explain that the hardware was missing. promises were made that it would be sent immediately. Caveat to all other, West, elm Buyers - if a piece of furniture that arrives for you that is not perfect with the hardware - send everything back as it will likely get their attention!One month later - still nothing!I would suggest looking elsewhere. No one seems to be able to take responsibility for the failure of the child laborers who pack the furniture who failed to include the hardware packets.Maybe we buy some thing made in America that is made ethically and arrives with all appropriate pieces attached.I am only disappointed in the sense that yelp doesn't offer negative star ratings. West elm gets a -100.