This is one of the worst companies I have ever encountered. Spent $1500 on garden table and chairs. Was told I'd have them in weeks. MONTHS later they arrived. After four months the top of the table (which has been sitting outside with literally no use) had four cracks from side to side across the top. The chairs became infested with flies in one of the grossest things I have ever seen. I called and was told even though 4 months old was a "final sale" so they would not honor the damage or poor quality or infestation. Nothing. Rudest people on earth and just a joke re any kind of customer service. As former W. Coast Bureau Chief of InStyle Magazine I would say this company no only deserves no stars but the quality of product is just horrific.
Ordered a curtain rod on- line waited six weeks went to pick it up missing finials, back to store, discovered rod was wrong finish, back to store. They ordered new rod - now to wait ANOTHER SIX WEEKS. REFUSED send it directly to me OR ANY COMPENSATION for the many trips and the twelve week wait. WORST CUSTOMER SERVICE EVER- they just don’t care. This is my second time ordering from them- thought I would give them another chance- I was so wrong and sorry I did.
Harris 2-Piece Bumper Chaise Sectional (100"–116") - zippers all broke quickly; customer service blew me off
The credit card from west elm is a total scam , you never get rewards even when the card is used . The rewards are hidden , no one can tell you where they are and they expire very quickly . As far as interest free they calculate what u should pay monthly . I returned 80 percent of the furniture and they still wanted 800.00 dollars for one month to avoid interest . I had to put a claim in ,, interest free is a scam too ! The quality of the furniture is getting cheaper & cheaper . Very disappointed. I’m also closing the card .
Very disappointed with the experience from West Elm. My son ordered a personalized towel set and waited approximately 60 days for delivery, only for one towel to arrive without the requested engraving. When he contacted customer service, he was initially told that he would need to return the incorrect item himself before receiving a replacement. After expressing that this was an inconvenience, especially after such a long wait, he was then told a pickup would be arranged instead. The pickup never happened. Now, after failing to pick up the item as promised, he is once again being told that he needs to return it himself. At this point, the issue is no longer just the incorrect order, it’s the repeated inconvenience placed on the customer to resolve a mistake that was not his. This experience has felt disorganized, frustrating, and far below the level of service expected from a premium retailer, especially for personalized merchandise at this price point.
Every item I have ever ordered from West Elm has been backordered and taken months to receive. Years of orders. You think they would have fixed their production, backorder and delivery issues by now. Tired and dissatisfied!
Absolutely terrible experience with the Yonge Street West Elm location and their customer service department. I would strongly advise anyone, especially those considering expensive furniture purchases to avoid this store entirely. I would give this negative ten stars if I could! Before purchasing a sofa worth over $7,200, I explicitly informed multiple sales associates, including the store manager, Farz S, that I have a severe allergy to down and feather-filled materials. I repeatedly asked for confirmation that the sofa did NOT contain down fill and was reassured multiple times by staff and management that it was safe. Only AFTER paying in full did I later discover through customer service documentation that the sofa DID in fact contain down-filled materials. At no point during the in-store purchase process was I provided with any written documentation or product specifications clearly disclosing this. Had accurate information been provided from the outset, I NEVER would have purchased this item. When I immediately raised concerns, I requested either: • A full refund; or • That the sofa be modified with hypoallergenic materials before production. Instead, I was told they could only offer store credit and would still charge delivery-related fees, despite the fact that this entire situation resulted directly from misinformation provided by their own staff. What made the situation even more absurd was being told that nothing could be changed because the sofa was supposedly “already in production,” despite the fact that it had not even entered production at that stage. Apparently, for a company of this size, the store has no ability to communicate with the manufacturer or customer service center to pause, suspend, or modify an order before production begins. Completely unacceptable and frankly astonishing. After weeks of escalation with customer service, I was eventually told that management had approved a full refund back to my credit card. I waited patiently and followed up multiple times in good faith, only to later be told AGAIN that the matter now needs to be “re-investigated” with the store manager. Meanwhile, West Elm continues to hold thousands of dollars of my money for a product that was fundamentally misrepresented from the very beginning. What is most disturbing about this experience is not simply the misinformation, it is the complete lack of accountability afterward. I clearly disclosed a serious allergy multiple times, relied on repeated assurances from staff and management, and was still sold a product containing those exact materials. Since then, I have dealt with endless delays, changing explanations, poor communication, and zero meaningful urgency from anyone involved. At this point, I have completely lost confidence in this company’s integrity, customer service, and business practices. No customer should ever have to fight for weeks to recover their money over a mistake caused entirely by the store itself. I would NEVER recommend purchasing large-ticket items from this location. If problems arise after the sale, do not expect accountability, transparency, or timely resolution. Based on my experience, once they have your money, resolving even obvious mistakes becomes an exhausting and frustrating battle. At this point, I am demanding a full refund immediately. No customer should ever be treated this way.
Their quality has diminished, yet their prices have skyrocketed. I bought 1 bath towel and 1 hand towel for $55. After their first wash, following their care instructions, multiple seams became loose and there are strings hanging off on all of the edges. I wish I could add photos here.
Avoid like the plague...furniture order took over a year to receive and then was damaged in delivery. It was a set and they couldn't replace the piece because it's not made anymore. Now in endless phone tree trying to get money back.
Order cancelled with no explanation and no email about it. They relied on CALLING me from an unknown number, to verify the order for some unknown reason, which a customer support woman couldn't even tell me.
Purchased a table and when delivered it was completely the wrong package which was returned to warehouse. No one made contact and it took me over a month to get a refund as replacement table wasn’t then available. Call centre is in the US and I had to call 15 times to get the refund back. You feel like you are the one in the wrong for trying to resolve. Awful experience
TERRIBLE QUALITY , our table got pealed by itself , after couple months, customer service rejected to replace it, its crazy!
Terible experience ,they sold outdoor furniture, and this is how it looks after couple months , all top is pealed , ,and cost of this table is close to 800$ . Customer service rejected to replace it
Based on 15 verified customer reviews, West Elm holds an average rating of 1.3 out of 5 — rated Bad on ReviewTerminal. 7% of customers gave 4 or 5 stars.