west elm

Most Recent Comments

• October 2025 by Justin Freyermuth
  Honestly, stay away from here. The people in the store are nice, but trying to work with West Elm customer service has to be one of the worst retail experiences of my entire life. I am now approaching week 2 (and who knows how many more to come) of an issue that I was told would be resolved within 24-48 hours. Every time you call, you will be told a different thing, both from the customer service representatives and from people of leadership. Their customer service is an absolute joke and should be avoided at all costs. I honestly wish I could give them zero stars, but for some reason, Google does not allow you to go that low. I never leave a review, but please heed my warning and go somewhere else for your own sanity. I’ve had to call 10 different times, and every single time I have been told a different thing. The resolution date keeps getting pushed further and further out. It would be more enjoyable to eat broken glass than to spend another second dealing with West Elm customer support and their god awful leadership. Please just listen to all the other 1-star reviews about their customer service and save yourself the headache.
• June 2025 by Alessandra Hensel
  We have made two purchases here and have been extremely disappointed. Not only with quality, but the customer service. We first purchased a tree book shelf that goes on the wall. It came with damage on the top. Nothing terrible but we literally couldn’t get ahold of customer service. We let it go. We then purchased $300 sheets. It has been about two years with them and they are falling apart. A rip start in the sheet and on the pillow case. We have sheets that were $50 and never ripped. It makes us sick spending $300 on what we thought were quality sheets for them to rip. We finally got a hold of customer service ( they DONT reply to emails!!!) and they will not replace the fitted sheet. Do not buy from here!
• March 2025 by Daisy D
  Bought 4 Classic cafe dining chairs. One of them had defective hardware, which meant the chair couldn't be assembled. Called customer service right away, and they said a replacement part would be shipped. Called again a week later and was told to wait further. Called again the week after and was told the hardware still had not been shipped yet. No updates yet after 3 weeks. Really didn't expect to have this bad of a service for the price we paid.
• February 2025 by Christy Helmer
  We purchased linen sheets and we only use them in the summers to keep us cool. The fitted sheet is wearing through and has holes, despite only using them a few months a year. I brought them into West Elm, and they wouldn't replace them. My budget Target sheets have lasted years with no issues. I am so disappointed. I've never spent this much money on sheets before. Don't waste your money here, at least not on sheets that won't last!
• December 2024 by Mehmet Basaran
  Recliner broke. 2 months in. Have not been able to get repairs despite over 10 phone calls in last 30 days. They Do Not stand by their products and don’t do what they say they will
• November 2024 by Brad Schauer
  Unfortunately one of the worst furniture buying experiences we’ve ever had. Extremely poor follow up from two separate Managers at the store who promised they would escalate the situation (they did try) and keep us informed of updates (did not do this and I provided feedback in person). The furniture delivery company did not send adequate labor resulting in the furniture being damaged. Furniture repair 3rd party process was extremely frustrating. They take weeks to schedule then when they did come out they only repaired one of the two issues. When we tried to schedule again, they never followed up. No offers of free shipping to make the situation right. We enjoy West Elm but I would be very hesitant to buy large pieces of furniture from here again.
• October 2024 by Clara Regina
  Paige was helpful and super friendly! I got a duvet cover thicker for the winter months
• September 2024 by Matt McEnany
  Took them 3 months to deliver and when our coffee table came, it was broken - split down the middle. Instead of taking it back that day, we had to wait another month for them to pick up the broken item in order to get a refund. They still charged us for delivery, and we still don't have a table. West elm is a scam.
• August 2024 by cortney Massarella
  Worst experience ever. They sold me defective furniture that lasted less than 3 years. Told me they would fix or replace it after I was on the phone over an hour and that I would get a call back within a few weeks - then they went silent on me. Save your money and go elsewhere.
• August 2024 by TeamPlayerGuy
  Expensive but worth it, very helpful staff, will work with you to get what you want.
• August 2024 by Chris W
  Moved across the country and needed to buy furniture for our new house. Can say I’m firmly not a fan of west elm. We made a somewhat large order over ~$11,000, and have had a pretty miserable experience so far.
  
  Getting someone to help design our house was impossible. The extent of the service was basically showing us options in store despite us clearly asking for direct advice on the specifics of our new home; email correspondence was slow or non existent and I ended up just relying on my wife figuring out what we needed and where.
  
  Then after we made an order, west elm canceled all of it a few days later without telling us, or our bank; then wouldn’t let us reorder despite having a whitelisted card from WF and us appearing in person with photo ID.
  
  So we applied for their credit card to take advantage of the rewards offer; after being assured it would be a quick process in person. It took over a week, and don’t get me started on how terrible the credit card is. Absolute PITA and to top it off they bone you on the extra 5% rewards the first month by canceling all initial charges you make and only ringing them in AFTER your order ships; which good luck getting anything to ship in under a month. Especially custom. Absolute scam.
  
  Then the shipping estimates are grossly inaccurate. If something says it’ll be there in a month at the latest, expect at least two. We would’ve absolutely never bought from here in the first place if we knew we’d be waiting 3 months for a bed frame and dining room table.
  
  I was under the impression that paying a large premium for furniture would include better service and delivery, especially on non custom items which they have in stock, but so far I’d say if you’re looking for new furniture just get your stuff off of Amazon or from Costco for 1/5 the price. I feel insane for jumping through every hoop and putting in this much effort for what’s supposed to be a premium brand.
• July 2024 by Paula Neff
  I would give zero stars if I could. I ordered three pieces of furniture from West Elm in February 2024. One of the pieces arrived damaged and I was told a replacement would be delivered. Fast forward three months and five scheduled deliveries that never happened (they were all canceled by West Elm within 30 minutes of the scheduled delivery time - AFTER I took off work to be home for the delivery) and I still have no resolution. ABSOLUTE WORST EXPERIENCE I HAVE EVER HAD WITH A COMPANY.
  UPDATE: After continued failures to provide a replacement console, Julia Belina, an Asst. Manager for West Elm offered a 40% refund if we would keep the damaged table. Feeling we had no other option after 5+ attempts to deliver a replacement table we agreed and she assured us the refund would be forthcoming. That was over a month ago and now I can't get anybody to return my calls and you can bet we haven't received our refund. HORRIBLE COMPANY WITH ABSOLUTELY NO HESITATION TO FLAT OUT LIE TO THEIR CUSTOMERS.
• January 2024 by Spencer Kruse
  We were trying to spend 2k on some custom chairs but we got snubbed service and ignored for 15 minutes.Your moneys no good here if you don’t look like you are made of it.
• December 2023 by Matt Kern
  Horrible shipping practices and customer service.
• October 2023 by LaMia Cooke
  Purchased the Mid-century Modern table in ash. It arrived damaged, but they’re swapping it out for us. It’s gorgeous; however, I was surprised to find that the top is a piece of laminate and the table has terrible off-gassing! Should a wood table smell like plastic and chemicals?! I’ve had my air purifier sitting beside it for four days, on high, and it still stinks when I walk in the room.