West Elm delivers consistently poor customer experiences with an average 1.3/5 rating, marked by severe quality issues, prolonged delivery delays, unresponsive customer service, and systematic failure to resolve problems.
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I’m in Ontario, Canada. I ordered two media units from West Elm Canada. The first was picked up from my place by West Elm’s shipping company for return on March 30. The second was cancelled on March 25, before it was delivered. As of May 5, I still haven't received refunds for either unit. I’ve called West Elm three times over the last month and have been told that the refunds are “being processed.” I was also given inconsistent timelines by different customer service reps (14 business days versus 4 - 6 weeks). The total outstanding amount is about $4,500 that's sitting on my VISA collecting interest. If you are ordering from West Elm Canada, be aware that refunds on cancelled or returned furniture orders may take much longer than expected.
Based on 17 verified customer reviews, West Elm holds an average rating of 1.3 out of 5 — rated Bad on ReviewTerminal. 6% of customers gave 4 or 5 stars.