-
July 2025 by Hye Cho
Please avoid purchasing multiple items from West Elm at all costs unless you don’t need the items for 4-5 months. I wish I did my homework and evaluated the reviews prior to purchasing about 19k worth of furniture for my new home. Order was made at the store on May 25th and I was informed that I was qualified for a split shipping which means they will deliver the order in 2 separate deliveries for $279. We estimated the first shipment would be received around mid-July and the second late September. It’s been 2 months and none of the items are ready to be delivered or at their warehouse to be shipped. We ordered more than half of these items (especially ones we would need sooner like bed frame, dining table, tv stand, rug, etc) because the sales associate confirmed that they are available to be delivered by mid-July. We understand some of the costume orders would take longer but no items are ready to be shipped for delivery to date. And please be aware and ask about the “UPS items” if you are making a purchase. A nightstand and padding for rug have arrived 2 weeks after the order was placed because they are “UPS items” which is delivered by UPS. And of course I was charged about $200 for shipping of those two items. According to logistics support from West Elm, I should have reached out to them to combine the UPS items into the split shipping. I was never informed on which items were UPS items. How are customers supposed to know this when you were never informed? I would cancel my order if I could. My house’s been empty for the last 2 months and I do not know when I can expect to receive the order.
This is extremely frustrating and the logistics support team has been less than helpful. I would NEVER purchase anymore items from West Elm and would not recommend anyone else from making the same mistake. Extremely disappointed in their service and lack of transparency. They DO NOT deserve your business.
-
July 2025 by Friends Manager
Bad service, horrible customer service, not flexible in anything, inflated prices.
-
June 2025 by Dacia K
Lovely store layout with good service.
-
February 2025 by Lyndsie Cacace
The store was clean and organized. I worked with Matt, who was super helpful and knowledgeable. We will definitely be back.
-
January 2025 by John N
This location could use some service training. They are obviously not in the business of selling or being helpful. I was looking for planters and kept asking about available inventory but the gentleman helping me treated me like I was wasting his time. I finally gave up at the store and went home to look for the planters online. I ended up ordering over $1K of planters and the lead times quoted to me in the store were completely different from the ones provided online. You would think they would have been more helpful in the store.
-
December 2024 by Gardenia Nascimento-Parra
Horrible customer service at this store.
-
November 2024 by roya shirmardani
The worst furniture company ever . Please pay attention to viewers before you purchase anything from this store and Remember, there is no return policy in this company
-
September 2024 by milana pecheny
The service has become worse and worse. We have purchased hundreds of dollars worth of furniture over the years and the quality is no better then ordering from Amazon. Currently they have lost our custom order couch. They just take your money make you wait for months and then lose your purchase. Nobody knows where it is. Getting a refund is not an issue. It's the time spent waiting for an item and the time spent making calls and hours of hold time that you can't get a refund for. Holidays are coming up and I still don't have a couch. Thanks westelm you are top notch for not getting things done. Will no longer be purchasing a single item from you guys even if it's cute you are no longer worth the headache.
-
July 2024 by VenomMiss
It’s WEST ELM what’s not to love!!
-
March 2024 by Aditya Jain
While I liked the representatives in the store, the overall delivery and customer support services are very poor. My entire order of 10+ items is delayed by 2 months. There is no communication about the change in dates, no customer services to register a complaint and the whole experience is extremely frustrating. My experience with other furniture companies like Rove Concept is far better than with West Elm. I will avoid any purchase from them in future.
-
January 2024 by Paromita Biswas
I have horrendous experience to share with West Elm!!!! Please be aware and don’t buy furniture from them I ordered a dining table set during thanksgiving 2023 first time when it came the table top was broken they took no responsibility schedule another delivery in a month after holidays . I had to have all holiday party with out a table they just left the base with me told me the top the coming . Second time it came again it’s broken same thing broken again I am waiting long time for delivery .customer service or store is of no help at all. Third time itcame it’s scratched , now I am just done with them I want to return the entire set. It’s almost $3000set and they want to give me a refund of $240 for this damage . I am done with Westelm I just want them to take back this faulty set and refund my money !!!
-
January 2024 by Ram Yanamandra
Stay away from this company and store. For the amount of money they charge you would expect exceptional service instead you will be just running around wasting time once you place your order. We lost countless hours trying to resolve issues. Wish we paid close attention to negative reviews before deciding to spend $$$
-
October 2023 by ala s
West Elm is a scam!! I thought my bad experience is unique. But when I look at the reviews there’s certainly a pattern. They schedule a delivery and never show up. Then they say there was an issue right before delivery. They order a replacement and then cancelled the order. Customer service kept me on the phone for 50 minutes and still couldn’t issue me a refund 5 months after paying thousands of dollars. I never came across a store like this, so low as to cheat customers for their money. They should be investigated for fraud.
-
August 2023 by Mukhraj Saberwal
Hi Guys - Just to share with you a real life real time experience with West Elm . It may take few mins to read but I just wanted to let you know the scene behind the ' white Glove ' treatment given by Princeton store !Plan : Furniture design and order placement was done on 29th May 2023 , delivery was scheduled for 15th July .Actual : Nothing delivered , and the new delivery date is 27th August ,2023 . and by the way the mortgage is already On- 1 installment done and request for 2nd has come in but not sure when shall any inventory show up !!We visited the store so that we could get some attention but nothing till now . we are ' supposedly' assigned someone from West Elm to care for our situation but no one at the extension picks the calls and neither responds by mailsNow that's what is the reality of Customer service in 2023 with West Elm !! and going by our overall observations it does not look like ours is a random case at all , as the entire value chain from order placing till payment realization sucks .Mukhraj Saberwal
-
August 2023 by Brittani B.
We bought a king size headboard on 5/2/23. We asked if we could expedite it and were told it was unable to be expedited because they are making it, it's not stock that's stored. We were told it would be 6 weeks. We received an email saying that our order was ready to schedule delivery, and we scheduled for 7/6/23. Day of, we received a text with a tracker to watch where our delivery was. Our headboard was expected to arrive at 8:10. We watched the tracker come down the highway, and go past our exit. We received a call at about 7:50 saying that our order was lost, they were unable to find it on the truck. We were told we'd get a call within 72 hours with answers and/or a resolution. The 72 hours passed and I did not receive a call, so I called them. The person I spoke to was apologetic, didn't know what happened. Sent an email for someone to get more information and call us the next day. No one called. So the following day I called back. Also a friendly/kind person on the phone, apologetic. Said she would email her supervisor and the supervisor for shipping and scheduling to try and get someone to give me some information. Never heard back from them, but did receive a call the following day from the depot saying they found our headboard and could schedule delivery again. Chose 7/22. I specifically asked if it's our headboard, the original, packaging not damaged, and they said yes. Morning of 7/22 we call West Elm, and we are assured that they can see through the system that our item was put on the truck and will be delivered. Our delivery window was 8-1. At 12:30, my husband calls bc there's no sign of delivery. He is told the item is lost again, they never had it, we shouldn't have been told they have it, it was never on the truck. I call that afternoon and speak with someone, also very kind. I explain the situation and ask to speak with a manager. She is very apologetic but says she can't transfer me to a manager, but she can send an email. So she typed up an email, and then tells me we can schedule a replacement if I'd like, but it'll take 6 weeks again. I again ask if there's any way they can expedite it, she gives me the same answer that they have to build it and ship it, so no, that's how long it takes. It's due to arrive in September. She tells me when I receive the new one, I can call to ask for an appeasement for my troubles. I don't hear from her manager. A few days later, I receive a voicemail saying they found our original AGAIN and that it's ready to be delivered AGAIN. I call back, and this person was not kind and friendly. She was clearly annoyed with the fact that I was (kindly) asking if this was actually going to happen this time, and if there was any way I could get a more definite answer. We scheduled delivery for 7/29. She said she'd go ahead and cancel the replacement and I asked her not to, because I had no faith the headboard was actually coming this time and I didn't want to push out delivery any further. I would cancel the replacement once we received the original, if we did. Once I got off the phone with her, I called the depot to see if I could get an answer from someone who could maybe put eyes on our headboard. The gentleman I spoke to was very kind. I asked if the delivery guys could send him a picture of my shipping label on my package as proof that it exists, and then he could tell me he saw my physical package. He said he could do that and call me back. I never received a call back to tell me either way. On 7/29 we finally received our headboard! It is beautiful and is in fine condition. On Wed 8/2 I called to cancel our replacement order and ask for the appeasement, as I was advised to do. I was told that the headboard was on its way to the delivery depot, so she couldn't cancel. I said there's no way bc I just placed the order for the replacement on 7/13 and I was told 6 weeks, this is probably a mixup still from the original. She said, no, this is the replacement. It's due to arrive tmw.
