5 stars for Customer Service, in particular Tina Turner, who helped turn a really frustrating experience into a positive one. I ordered 2 couches in November 2025, and they were continually delayed until April 2026! When they finally showed up (the delivery service was excellent!), the color was completely off. Multiple calls to Customer Service (whose agents were all polite, professional, and helpful) led nowhere until Ms. Turner was able to document my issues and arrange a successful and very rapid return of the couches and refund of the amount paid. Throughout she kept me informed and updated and was unfailingly polite and patient. Her outstanding service kept me as a customer and represented the very best of West Elm.
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.