West Elm Arvostelua 1 465

West Elm charged $130 for delivery. They outsourced to Ryder who outsourced to some fly by night local delivery. They dinged up my wall, denied it, made me go through ridiculous hoops for a claim, on hold for hours following up for months. Ultimately, I get a letter from the tiny local delivery company claiming the damage was pre-existing. I wish I checked these reviews before doing business with them.

Terrible customer service and even worse product quality, they suck!!! Don’t buy from them, don’t waste your money

I'd give zero stars if I could. The furniture is poorly made and over priced. I ordered about $15,000 worth of furniture. One piece being a sleeper sofa. I used it once and it broke. It won't fully close or fully open. I've been trying to get one of their repair people to come look at it, or replace or refund since April 1. It is not April 13. I have a guest arriving April 16. They've known this for almost two weeks. They are good at giving excuses and giving a runaround. The repair company is offering April 21. At this point I want a refund, and even that seems impossible. This place sells junk. Do yourself a favor and shop anywhere else but here.

Tried to log into my account, told that the password was wrong (even though saved to my browser) so I reset my password as directed. Nope, password is wrong. Tried numerous times.

Called customer service (Pottery Barn answered) and was told they cannot help. Perhaps if I wait a while. Sorry, I had a $2,500 order in my basket. Sale a customer now lost for good.

What went wrong you ask? Let’s just say everything!!! Product arrived wrong, wanted ME to pay to have it replaced, price went up and wanted me to pay the new price, blamed me for their error, almost 2 years now and I still don’t have the correct piece. Couldn’t return as it was a custom order. Run, don’t walk, away from this vendor. You expect a high quality product and experience from a William Sonoma affiliate, but the only thing high is their price!! If I could have rated West Elm a zero or minus 10, I would.

DO NOT ORDER FROM #WESTELM, #POTTERYBARN OR ANY OF THE #WILLIAMS-SONOMA BRAND FAMILY. I have purchased from pottery barn for many years now. Recently, since I trusted the brand, and I ordered the #Harris 87' pullout sofa. HONESTLY I WOULD RATHER SLEEP ON A HARD WOODEN BOARD! IT IS THE MOST UNCOMFORTABLE, STIFF, DEFECTIVE COUCH I HAVE EVER FOUND, SAT ON, OR TRIED TO USE. The pullout piece is broken and defective, and leaves a one inch gap between the couch and the piece that pulls out. Looks cheap, and utterly stupid. The cushion on the couch is no more that 2 inches thick with hard padding. The return on the couch is softer because there is storage space underneath it. One jumping kid and they will go right through it. A MAJOR SAFETY CONCERN.
I have called customer service 4 times now. I am not allowed to speak to a supervisor, literally told that. I was also told the GM would not approve a replacement or even a return and a credit - THAT I HAVE TO KEEP IT. AFTER ALL OF THIS I WANT IT REMOVED WITH A FULL REFUND! I TRIED TO BE FLEXIBLE, AND THEIR CUSTOMER SERVICE REP SAID THE QUALITY HAS DROPPED UNFORTUNATELY. THE REP IS CORRECT. ONLY THING LEFT FOR ME TO DO IS TAKE THEM TO SMALL CLAIMS COURT. I HAVE TRIED EMAILING CEO LAURA J. ALBER, TO NO AVAIL.

I'M WILLING TO BET THIS WILL GO TO COURT, AND THEY WILL NEED TO RESPOND TO MANY OF US WHO HAVE TRIED TO RETURN SOMETHING DUE TO A SAFETY AND QUALITY ISSUE, AND THEY WILL NEED TO OWN IT.

Worst delivery experience ever! West Elm was unable to fit the sofa we purcahsed into our elevator and advised that we would have to take the whole thing apart. They left the sofa in the loading area of our building, and we were forced to hire a third-party (at significant added cost) who was able to fit it into our elevator by simply removing the legs and cushions. The incompetence and lack of effort by the West Elm delivery team was beyond belief. To make matters worse, they delivered the wrong rug, installed bed frame legs on backwards, and have refused to fully reimburse me for added costs incurred. Shame on you West Elm!

West Elm doesn't stand behind the quality of their furniture. If you don't report an issue within 30 days, they will not help you. No warranty because they'd be paying customers a lot since their quality is so bad.

I've had the wildly expensive bed for less than a year before the drawers stopped staying closed and West Elm told me there's nothing they can do. She told me she didnt know how I was using the drawers, so she couldn't have West Elm fix them. What else would I use them fore except as drawers?

Terrible customer service and quality.

Wonderful service and beautiful furniture . Excellent service by Trish in Tottenham Court Road

West Elm, owned by Williams Sonoma, has hands-down the worst Customer Service I’ve ever experienced. After spending thousands of dollars with the company just this year, they refuse to undo an incorrect shipping charge on an item. Contrast this with Perigold. We needed an exchange and the problem was entirely our fault, but the company instantly arranged an exchange at no charge for us. Do not patronize retailers like West Elm.

I've just finished an email chain with West Elm regarding the Cirrus Pendant. Mine started to develop cracks at the one year mark and within months has big gaping holes. I requested a full refund as it isn't fit for purpose and I'm out of pocket to replace it and get an electrician to install a new one. Trades are very expensive here and I had planned on this fitting lasting for many years to come. After escalating it to upper management (apparently as high as they will take it) I have been offered a partial refund, which I know is more than some of you got. In my opinion this light fitting is poorly made, not fit for purpose and should be withdrawn from sale on their website. Their attitude to genuine customer complaints leaves a lot to be desired. No surprise to see the company rates 1.1* on Trust Pilot with over 1400 reviews - 93% being 1*. I had planned on updating some of my furniture, and had been in store recently, but will now totally avoid them. So disappointing. Can't believe they aren't concerned about their customer satisfaction and reviews.

DO NOT BUY FROM THIS COMPANY. The worst customer service, they are taking the piss, charging so much with no help. I placed an order for the Otto media console and some coat hooks paying for delivery and assembly in my home. Despite paying for this service, I am not informed at any point it will not be assembled in home that instead they have outsourced their delivery to a third party who have built it entirely and so it won’t fit though one part of our hallway. The delivery team were incredibly rude and condescending and refused to assembly it in house like I had paid for. After several emails to west elm’s customer service only to find that’s no longer in use I waited on hold to speak to someone. I was then informed that it could be assembled in home some confusion had taken place and they would be redelivering it shortly and that I should call the delivery company to confirm a new delivery date. They delivery company then tell me that can’t offer that service and to call west elm. I call west elm again to find out that they have made notes that they informed me the opposite that it can’t be delivered and that I had requested a return (which I hadn’t, I had made arrangements for a hoist company to deliver it through our window instead). I tell them I haven’t requested a return they say there’s nothing they can do and they can’t give me a refund until they locate the media console. I am now down almost £3,000 with no knowledge of when I will receive my refund. They are despicable and I suggest to never use their services.

Led to believe that an item was in stock. Did not mention that it was in stock - IN CHINA.
Customer service is no help at canceling order as they claim they have no way to cancel "while in shipment."
It should say "We do not care enough about you to cancel this order NOW. Please wait for the product and then ship back to us."

If you are looking for a $1,300 decorative paperweight that doubles as a safety hazard, then by all means, buy a West Elm recliner. If you actually expect a piece of furniture to last longer than a pair of sneakers, look elsewhere.

I invested $1,300 into this chair, expecting "West Elm quality." What I got was a structural disaster. Within five years, this "premium" piece of furniture literally started shedding hardware. Screws have fallen out of the internal frame. I don’t even know where they came from because the build quality is such a labyrinth of cheap shortcuts.

The current state of this $1,300 investment:

Mechanical Failure: The recliner portion refuses to go all the way back in. It hangs out like a broken limb, ruining the aesthetic and the function.

Aural Torture: It squeaks so loudly when you sit down that it sounds like a rusted gate in a windstorm. There is zero "luxury" left in this experience.

Zero Durability: For this price point, five years should be the "break-in" period, not the "total collapse" period.

The most insulting part? West Elm’s customer service. I contacted them to see if they would stand behind their expensive product, and the response was a resounding "not our problem." They have zero interest in accountability once they have your credit card number.

They don't stand behind their products because they know exactly what they’re selling: high-priced fast-furniture dressed up in a fancy catalog. Save your money and your sanity. Buy from a company that actually values its customers and understands the basic principles of furniture engineering. West Elm is a total letdown.

West Elm did not follow through. Couch was delayed over 2 months and then it did not fit in my apartment, which I had communicated was on the fifth floor multiple times. The agents showed up unaware of the fifth floor and gave up quickly. No refund. No follow up from customer service even though they said they would. Terrible. Don’t shop here or at any affiliated company.

Shelf. Made in china. Expensive floating kind. Paid a professional $100 to put it up with their anchors. Fell off wall, ripping the wall in the process.

West elm refuse to solve it.

Misleading stock photo color

I bought a quilt from West Elm because I fell in love with the color. The color was called Aegean and in the several stock photos, it looked like a light greyish blue, that reminded me of the ocean. When I received it, the quilt was a medium greyish/green. While I understand shades may differ a bit from stock photos and reality, this is RIDICULOUS. The problem isn't color accuracy on my monitor either as I use a $1,200 OLED monitor as well as a $1300 phone. Why is West Elm altering the color so much in stock photos? I do not like the color I received but it's way too much trouble to lug this huge quilt to return. I expect this from some generic quilt on Amazon, not a $250 quilt.

This will be my last purchase from West Elm, I feel completely scammed.

Product took over three weeks to come, when it did we realized we bought wrong items because the picture were misleading (we wanted stools, but the product we order by mistake were just the cushions. The main pictures of the product in their website were stools). We tried asking for a return on their customer service online and could not get to speak to a human. When we called their phone asking for help they said they couldn’t help.

Their products are way overpriced.

Honestly, I used to like West Elm - had a nice sofa I purchased from there about 10 years ago, and some nice knick knacks here and there (candles, etc.), however I've just moved to a new home and had to purchase a new bed and a new sofa.

I placed my order in November 2025, and the estimated delivery window for my bed was between January 22-Feb 5. It's now March 5, and I have yet to receive my order. I have called around 8 times, and spoken to multiple customer service representatives who have each given a different explanation of where my item is, and invariably telling me it will be arriving to the delivery warehouse in 2 weeks (though it never does). More than half of the customer service agents have been appallingly rude, it legitimately threw me off the first time one of them spoke to me with such an attitude, as I'm a generally respectful person and certainly wouldn't speak to a customer (or anyone!) in that tone. I've called again today and again been told my bed is 2 weeks away from being delivered to the warehouse despite the fact that I called 2 weeks ago and 2 weeks before that to be told the same thing. If this does miraculously happen, my bed will be arriving to the warehouse roughly 2 months after the delivery window (though I won't be holding my breath for that).

I was looking to purchase a patio dining and lounge set from them as the warmer weather approaches but I will be taking my business elsewhere to a company that actually respects the time of their customers, tries to be helpful and rectify situations where things have gone wrong, and actually treats them with dignity.

This is the first time I have ever left a review on TrustPilot (or anywhere) but feel so strongly about my dissatisfaction in their service that I felt I must, because it truly has been an unacceptably horrendous experience.

Buyer beware: The Hamilton Ottoman from West Elm is advertised with photos of a smaller rectangular ottoman that is not actually sold. The only option available is a large square ottoman, which looks completely different from what is shown in the images. The specifications do not clearly explain this discrepancy, so buyers reasonably assume they are purchasing what is pictured. Because many furniture items are final sale, you can easily end up stuck with a very expensive piece that doesn’t work in your space. Customer service refused to acknowledge the misleading photos or offer any resolution.