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April 2024 by Michael Lotfi
West Elm is an absolute JOKE. Ordered a glider for my pregnant wife. Never showed up by the delivery date. Says "delivery was attempted" but it absolutely was not attempted. No one called, emailed, etc & we have been at the house all day waiting for it to arrive. Now the delivery date has been pushed back 4 MORE weeks at which point we will already have a newborn. $1,500 for a freaking chair and they couldn't care less to get things right. Never again will we order anything from Pottery Barn/West Elm.
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April 2024 by S. Hogan
I ordered 3 large items over the phone from a helpful salesperson. Then the troubles began with availability, delivery schedule delays and a truck breaking down. When I finally received my order months later, one piece had a major defect that West Elm was not willing to repair or replace. I’ve never been given more of a run-around and almost humorous excuses. I persisted and explored several avenues before somehow finding a person with the interest and ability to replace the structurally defective sofa. I did take delivery on it and it came without legs!! I couldn’t make up a worse or more preposterous experience. We transferred the legs from the old to new product and though the replacement is not in perfect condition, it seems safe and we use it. I was cautioned by a friend and neighbor but did not heed her warning. I made my mistake; it won’t happen again. Never again will I be a West Elm customer.
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March 2024 by Oliver Emsallem
I purchased a carpet with Ryan at your store, amounting to approximately $1500. During the transaction, I was informed that the delivery service included installation to my specifications.Specifically, I asked if the carpet could be installed under my bed, to which I was assured it could be done. However, on the delivery date two weeks later, I was informed that installation under the bed was not possible. This discrepancy between what was promised and what was delivered is unacceptable.I contacted the store immediately, but unfortunately, there was nothing they could do to rectify the situation. Even speaking with the store manager proved unhelpful. I then spent nearly 45 minutes contacting West Elm customer support, seeking a resolution to my dissatisfaction.This experience has left me feeling scammed and taken advantage of. Offering a service that cannot be provided is a poor business practice and reflects poorly on West Elm's commitment to customer satisfaction.I urge West Elm to review its practices and ensure that promises made during sales transactions are upheld. Customers should not be left feeling deceived and dissatisfied. I trust that steps will be taken to prevent such occurrences in the future.
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March 2024 by Greg Mealer
I am avoiding them this point forward. It's not the quality if furniture, it's that they are not a legitimate brick and mortor store. They carry no inventory, very frustrating. It's misleading and every time you order, add $300 for white glove service. I don't need white glove, just the furniture. The service is good, but if a actual physical location, there needs to be an option for in store pick up. There is no such option in fact they CHARGE for in store pick up. I am driving from TN to AL to pick up a matching couch and still have to pay $70.
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March 2024 by Natalia Benson
The design lead, Alex is very helpful. I appreciated his input/expertise.
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February 2024 by Varun Shah
I am going to begin by saying this rating is for their customer service and delivery, not their product. I imagine their product is pretty good.We ordered the Addie couch, love seat, 2 swivels and a bed set in November 2023 in the Nashville store. We were initially given an estimate of Jan 7-Jan20th 2024 for the couch and March for the bed and were told that the 2 will arrive separately which we were fine with. We were told this date is for delivery to our home.I get an email in December that couch is going to be delayed to February 22 - March 7. I call them to cancel,they tell me that the order is processed and cannot be canceled as it is processed, I medd to wait till the original delivery date has passed i.e Jan 20th. I call them again on Jan 20th, they now tell me that the order has been shipped to the US and I can't cancel it anymore.I call them In February and they now tell me that both things, the bed and couches, have to arrive together and they are waiting on the bed to clear customs. They also tell me that the estimated delivery showing on the order is to their delivery hub and not my home. It'll be 1-3 weeks from that day to my home. This was berr mentioned to us before.I ask to speak to a supervisor, to which they kept insisting that I need a reason, I told them to see if I can expedite this delivery. After 5 or so attempts at trying to have them transfer me, they tell me a supervisor is reviewing this, and they have informed that nothing can be done. I asked to speak to them and I'm told that at West Elm, the supervisor doesn't come on the phone and only communicate by chat.I have now moved into my new home minimal furniture, family is arriving soon and we don't know how we are going to function.We paid for a premium product and so far we are stuck in no man's land and no help from West Elm. Truly appalling customer service.
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January 2024 by sneha khaitan
Ordered a set of pendant lights, out of which of the globes came chipped/defective. Was asked by customer service to exchange it at the store. The store rep said she could not do an exchange, but we could return and get a refund in an emerch card and could then reorder for the same amount. When trying to reorder, they now say the pieces are not in stock in store and charge an additional $30 as processing/shipping charges - though it was West Elm who shipped defective pieces, necessitating the exchange/return. Now we have an incomplete set of lights hanging in my kitchen and need to pay West Elm shipping, with the risk the next set of items they send will again be defective!
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November 2023 by Zoe J
Horrible company unfortunately, liars and thieves!
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October 2023 by Claudia Smith
Terrible management and customer experience. Ordered a sectional with an estimated delivery date within 1 month of purchase. It took West Elm over two months to deliver, however, they only delivered 1/2 of the sectional. I was told that the second piece of the sectional was delivered to the distribution center but it had been mislabeled. Instead of quickly confirming with the distribution center and sending the second piece out within the next couple of business days, West Elm decided that they needed to re-order the second piece due to “lack of communication from the distribution center”. It’s been over a month and I am still waiting for the rest of the sectional… expect to have to wait a couple more months. I am confused how this is deemed and acceptable customer experience. Inaccurate delivery expectations are set up front, and you could end up with half a sectional in your living room for months on end.Personally- I am not putting myself through ordering from West Elm again.
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October 2023 by Michael Ancona
Terrible company to deal with. Very late deliveries, billing was wrong, customer service was clueless… nice furniture but there are other options out there…
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September 2023 by Rachel Gries
Ordered kitchen, bathroom, and bedding from here. All delivered quickly, and with little to no issues. All beautiful and perfect for my rooms. When I ordered furniture on a July 14/15 I was expecting the same thing. When it came time to select a moving day, I was only offered every other Thursday. Because of my work, I travel on Thursdays, sometimes leaving on Wednesday for these trips. I emailed and called the company NUMEROUS times to ask for a different day and even provided different dates for them that I’ll be available, Including a Thursday (September 28th). It is now September 1st, almost 2 months since I ordered the furniture, and I still do not have any of my items. They are not working with me to get me my furniture and I spent almost $5000 on it. They had no problem, charging me for the furniture and taking my money, but are not attempting to get me at anytime soon. I just recently canceled my order and am waiting for my full refund. While the representative did apologize, I do not understand why they’re using a moving company that won’t work with its customers. Not sure if I’ll ever order from them again if this is how their customers are treated.
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August 2023 by Jaime Vlassopulos
No wonder West Elm doesn't have reviews on their website. We ordered 2 outdoor sofas and chairs from the Portside collection. After 1 year (note cushions were stored indoors from fall to late spring and we purchased their covers and used them during winter and rainy days, the cushions and frames look like this. Customer service has refused to help us in any way. For this price, and this level of care, this product should last longer than a year. Not worth the money!
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April 2023 by Julia R
A review regarding the company rather than the Nashville specific store -- ordered the Eddy sectional on 11/12/2022 with delivery for February or March 2023. After checking on the order status via several customer service calls, the final delivery day comes and I haven't heard anything. The customer service woman informs me that the previous service reps gave me incorrect information and that the system hasn't even registered my order yet. West Elm has a tight refund policy that doesn't include custom couches even in situations like these. We've been waiting several months for this couch and it is as if we hadn't even placed the order, however we can't get refunded. Better yet, every few weeks they place a pending $2000 charge on my credit card to hold the funds for ~whenever~ the order does go through - they've been holding these funds for months messing up my credit line! I would strongly advise anyone to look elsewhere for their furniture!
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March 2023 by Daniel Joy
This is about the company itself, not the Nashville location.Ordered a bathroom vanity on 01/16/2023. Delivery was initially stated to be 01/31. Had I not hounded this company on a daily basis I wouldn’t have found out that delivery ACTUALLY isn’t going to happen until 03/22/2023. No offer to ship it to the local store. No offer to discount the order. Nothing. When trying to figure out what’s going on with your order you pay $1000s for is like trying to hack into a computer, something’s wrong. I just hope they’re telling the truth about this new delivery date. Guess I’ll just use my kitchen sink to brush my teeth and other things for now!
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February 2023 by Robert Lambert
Terrible customer service after the sale has been transacted, and even worse delivery and shipping. Management is silent on any reviews or concerns, which is really telling. Won't ever buy from this brand again.
