West Elm Reviews 1,471

White Glove service is a scam, do not go for it. I was tired of building furniture so figure it was worth $100 for them to assemble my vanity quickly and likely better than me. Turned out it did not need to be assembled although the item listed did not say comes fully assembled (well some parts did - counter top and sink- but apparently those are not covered by the service). Having been offered the option, I assumed it did ( like the legs or cupboard door) - NOPE! The paid $100 was for them to unpack it - a 2 minute job and take away the packaging. What a joke! I watched waiting to see what needed to be done. I called customer service without an adequate response or solution. I asked for a supervisor and got the exact same response and who put the onus me for choosing the option. No refund for the additional cost. West Elm has lost me as a customer!! Terrible customer service.

Wow. Brutal customer service. Spoke to four different people about an order I placed in January which now won’t be delivered until NOVEMBER. (Unbelievably bad service in and of itself.) They were completely unapologetic. No partial refund or discount. Zero effort in terms of customer service. “It is the way it is.” A friend had a similarity awful experience so I know it wasn’t just a one off. Their international email no longer works, but they don’t bother to take it off their website. One person even hung up on me. I wasn’t being rude, I said I was just trying to understand how any major company would find this level of service acceptable. What the hell, West Elm? This is the worst customer service I’ve ever experienced.

Every item I’ve bought arrives 1-2 months past the original estimation. Terrible customer service. Terrible company. Use anyone else

I purchased an outdoor couch from West Elm. During delivery, my outdoor gate was damaged. I have called West Elm delivery and customer services about 6 times. They have put in several tickets with a promise to call back. They have not called back at all. Additionally, I was hung up on once and another agent had “communication” issues, and I had to hang up due to not hearing anything she said. There is absolutely no accountability, and they have no interest in fixing the problem. I will not be buying anything from West Elm moving forward.

I ordered a rug and paid for the "white glove delivery". They dropped off the wrong rug then argued with me that it was the correct rug. It was not. The warehouse supervisor told me they essentially would have to reorder it and it would be another 3-5 weeks for delivery because it was on backorder after I had already waited 3 weeks for this delivery. I was confused since they were supposed to deliver the rug to me that day. She then told me if I talked to the customer service representative they would tell me the same thing. After asking to speak to a manager while talking to the customer service representative for 90 minutes they finally transferred me after I requested my order just be cancelled and I wanted a refund. After 2 hours on the phone the manager then told me she would call me back the next morning with a better idea of the expedited delivery timeframe. She never called. I have attempted to cancel my order with no response.

Horrible! Do not order a couch or anything else from West Elm. To make a loooong story short, they delivered the couch which was missing a major piece to put it together. The couch sat in pieces in our living room for almost 3 months while we got the runaround. We were assured they would “make it up to us” once the couch was put together properly. Once it was, we were offered not even 10% off for our inconvenience and time (which included 2 unnecessary days of taking off work). Needless to say we returned the couch, which I have to imagine would be a loss for them, it was a very expensive couch. We weren’t expecting much but under 10% was an insult and definitely did not “make up” for the lost wages and effort it took getting this couch together.

Worst customer service ever. And scammers/liars. Stay away from this company. They delivered a $1000 rug to the wrong address and then wouldn't refund me or cancel the order. Customer service was a joke to say the least. DO NOT EVER BUY FROM THIS COMPANY

This review is in regards to online ordering, not a particular West Elm physical store. Absolutely horrendous customer service. West Elm's marketing team needs to rename some of the fabrics. I choose the Performance Distressed Velvet in Dark Olive, and ordered the Performance Velvet in Dark Olive by mistake (the names are so close, it was easy to miss this). Once the wrong item was delivered, I immediately realized that it wasn't the fabric I had chosen and contacted West Elm several times. They could absolutely care less. I've worked with other brands (higher end) that would NEVER have treated me so poorly. They basically told me that I would "learn to love it." The fabric on the sofa they delivered shows every fingerprint, handprint, mark, etc. - the reason we DIDN'T choose they fabric on the sofa that was delivered. HORRENDOUS. I see now why they are typically rated 1-star. BEWARE.

Worst customer service ever!!! Got a delivery date and when I called the day before for a 2 hour window, I am told the delivery is "on hold" and NOBODY can tell me why and why I wasn't notified. I will NEVER order from them again - there is no outrage at their delivery service and after being transferred to 4 people and 1 hour 20 minutes on the phone, they expect customers to clear their day just to get them to do their job. This is not the first time I have had a problem and based on reviews, they do nothing to fix the problem. Save yourself the aggravation!

Problem 1. RETURNS. I ordered an attractive pillow cover for almost $50. I got the impression from the website I could return it, which for home decor is necessary because it is difficult to know if it will work with my decor. It didn't and then they inform me the item is nonreturnable.

Problem 2. BAD QUALITY. The sipper opening of the pillow cover is so small that it is almost impossible to fit in the pillow insert.

I was in the store and had great experience with the people that worked in the store when I when I went to purchase, I wasn’t able to pay cash and I wanted to pay cash because that worked better for me. I was told I would have to buy gift cards and use gift cards and that just seemed complicated so I took care of it online, essentially they charged me for the full amount over 4000 then they put the charge back and only charged me for the piece that was already ready to ship. It messed up my bank account and then when I realize the pieces were not gonna fit well in my space, I tried to cancel the order which was literally a day after I made the purchase And it has been now three weeks and I haven’t gotten my money back $2000 on hold taken hostage by West Elm, horrible customer service calls never knowing where my order was. I never received any emails no tracking information and just a nightmare I will never shop there again.

I recently ordered two sets of 6-piece glasses. One set arrived complete, but the other set contained only 5 glasses instead of 6. I returned the incomplete set as instructed, but the refund process took much longer than expected.
Additionally, the amount refunded was less than what I originally paid for the item.

West Elm (and their sister companies) no longer allow for product reviews via their website. That should tell us all we need to know. I purchased two sets of the Chunky Textured Placemats from their website. When they arrived, none of the 8 were the same size (each was a 1/2” larger or smaller than the next. I went to the Tampa store and every set was exactly the same way. Very poor quality control - and they still wanted to exchange them of an equally bad set. Unbelievable. But worse, I also bought a set of Braid Texture Easy Care mats. They don’t look like braid but cheap stamped plastic. At least they were all the same size. I would have kept them but the entire set was creased from improper storage. They looked like they were crinkled and folks just piled stuff on top leading to deep creases. Not usable on my table. They were on sale so even though they were damaged/defective, West Elm wouldn’t take them back. They had the nerve to give me ideas on how I could “fix” them. I paid good money for damaged placemats and you want ME to “fix” them? I bought other placemats at the time but now will return. These folks no longer deserve a penny of my money. Seeing other reviews here, my experience isn’t unique.

After going back and forth with West Elm regarding a bed I purchased they finally agreed to do an exchange back in Dec 2024 I received the Simple Bed Frame. May 1, 2025, one of the slats on the bed cracked in half and two more have the potential of breaking. I emailed the CEO of West Elm and both public relations departments of Williams-Sonoma and West Elm. Per their website it states the max weight is 600 lbs. I will never purchase another item from West Elm. They have the worse customer service.

The customer service agents for Williams-Sonoma are the worst I have ever seen. Even the sale people in the store have stated they are horrible. It seems like no one listens until you email the CEO, the public relations departments of both Williams-Sonoma and West Elm. They had a mission statement on their website which they have removed.

Dreadful experience - broken items, shockingly rude service staff, weeks to resolve issues and only after many phone calls. I will never buy from this company again.

Ordered something online with an estimated pick up date in mid March but then later found out by myself through tracking the order that it won’t be available until August. Never got an email about it and called the customer service about it, they had horrible attitude. Never buy from them again

Visited my sister in Lancaster, PA and shopped at the West Elm Outlet store. I purchased several items from the store including a bathroom soap dispenser. When I returned home to Indiana, I filled the dispenser only to find the pump does not work. I called customer service and spoke with Samantha V who claimed there was nothing she can do. I asked to speak to supervisor Denita M. who did not get on the line but instructed Samantha to repeat the same thing she already told me. They have no responsibility for the outlet stores. All sales are final, even if the item is broken and non-functioning. I have never heard of a store selling broken items and not taking responsibility for it. I personally will never support their brand EVER again. What a cringy way to treat customers.

Love West Elm! I just wish that their shipping price wasn't so silly. I would buy more if they weren't charging £29 shipping!

I purchased the Concrete Pedestal Outdoor Coffee Table from West Elm, drawn in by its description as "durable, weather-friendly concrete" and "built to last," along with its Contract Grade classification. Based on these claims, I expected it to be suitable for year-round outdoor use.

Unfortunately, after just one winter, a large crack appeared in the middle of the table. Despite my efforts to protect it—keeping it under an awning and covering it with tarps—the damage only worsened the following winter, with more chipping and disintegration.

When I contacted West Elm customer service, they denied my request for a refund or replacement, stating I hadn’t followed the care instructions properly. However, the only care instructions provided were to "wipe clean" and store the table in a dry location during inclement weather. Nowhere did it warn that winter exposure could cause such severe damage.

This table was marketed as "weather-friendly" and made of reinforced concrete, so I reasonably expected it to withstand typical outdoor conditions. West Elm's refusal to address the issue shows a lack of responsibility and misleading advertising.

I’m requesting a refund or replacement and hope they will update the product description to clarify that this table is not suitable for winter use, preventing future customers from facing the same issues.

I would give zero stars. I ordered 10/24, it's 3/26 and still waiting for issues to be resolved. I bought through their B2B service. Ordered was delivered 2.5 months late and incomplete. Customers service is appalling. They have no idea how to fix the problem. They say yes to everything and well mannered, but clearly lack the tools to resolve yet another issue. Assembly people came back after many failed attempts, only to show up without the missing parts, and not even knowing there was something missing. If you're on a deadline STAY AWAY.