west elm

After sales service was excellent at Bondi Junction. I bought a leather sofa a couple of years prior which lost its firmness. When I contacted the store they were very helpful and had it fixed quite quickly. Thank you for your help!

The poorest quality ever! I purchased all gold furniture and it’s so rusty it looks like it has come off a shipwreck. I will be advising west elm to give me a full refund and I’ll keep this post updated in how my outcome is. Everything has tarnished and rusted… really upsetting. DONT WASTE YOUR MONEY.

Zero star!

A hell of an experience, if I could put 0 stars on this review I would!

Poor customer service with a woman who sounded like robot! After 3 phone conversations we did not even receive a conclusive answer.
Unable to provide a genuine tracking number with DHL; stated lost our items?
On top of that, it’s extremely overpriced for the quality of goods and service!

POTENTIAL CUSTOMERS BEWARE.

I wish I had read this thread before purchasing from this store.

I took my elderly parents here so they can purchase a new custom bed, which we were told would take 3 months to arrive, fine.

3-4 weeks into the order, I receive an email saying the fabric we ordered the bed in, isn't available anymore, so I email back asking what available fabrics do they have, mind you, the fabric we ordered is still on their website available for purchase.

Anyways, I never heard anything back so then we go to the store and ask for a refund, they say it's all been done and I should get an email soon that the amount will be going back to my credit card.

Hours later I get an email that they refunded us in gift cards, and even then they only refund half the amount.

This place has the worst customer service team I have ever seen, rest assured I will be calling Fair trading, ACCC and camping in their store until I get my money back.

Purchased a beautiful coffee table from here over the weekend. The staff were super lovely and a pleasure to deal with. All in all, a great experience.

I bought two side tables that were ‘in stock’ but they took 4 weeks. Once they arrived and I unpacked an obscene amount of packaging, both side tables were damaged and faulty. I called WE. They offered a replacement (um, no way was I waiting for another 4 weeks to potentially get another set of faulty items) so I said I’d like to return and refund them. WE said they’d have the items collected asap. 6 weeks later and they’re still in my house with no refund as of yet. There have been follow up calls and emails. Never again.

West Elm has provided the poorest customer service of any store I've ever shopped at before. After ordering a bedframe that was in stock in June 2021, it was only delivered in November 2021, despite me calling weekly to check in. West Elm has poor communication lines with its delivery partner ANC, which caused confusion and both parties did not know where the items were. I subsequently ordered a small item from West Elm and again it has not been delivered in two months. When I called for an update today, they said they could not provide any indication of when the item would be delivered. Will never shop at West Elm before and am surprised that corporations are allowed to operate in such an unsatisfactory manner. Wouldn't be surprised if they go under soon.

Adding my 1 star review to the plethora of other 1 star reviews. My issue isn’t even the long wait for furniture. It’s about problems that they can solve if they want to, but choose not to. Eg - they are still charging the whole amount (and not just a deposit) for items that will take “a timeframe of minimum 6 months and beyond, no maximum time is known. ” Does West Elm have cash flow problems? And then placing a customer who called up on hold for 30 minutes, without picking up after 10 minutes to apologise and say you’re still investigating or you’re really busy? This is bad customer service on a face value, and also clearly goes right up to the top with their decisions to still charge the full amount up front when they are having company wide stock problems. First, and last, time we shop at West Elm. Avoid avoid avoid: the designs aren’t worth the year long sour taste in your mouth.

I purchased this dining table in bondi shop and waiting the shipment more than 6 months. The table which I received was full of cracks. I contacted the shop manager which named Mike (or Mark) to replace the marble top. He didn’t help me to do it and just let me wait. I said I can wait and please give me a email to confirm what we talked. He said: I can’t and I don’t have time to do it. Very very bad experience.

Terrible terrible customer service. Do not buy from this store or this chain. They have handled their delivery issues with zero care or responsibility. I ask for a refund and they lie and say it’s being processed but three weeks later it still has not arrived. The manager Mark started off being helpful but unfortunately has let 7 messages go unreturned. Shameful.

UPDATE: West Elm send out FAKE DHL tracking number, using a fake website. DHL have confirmed it is fraud.
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I ordered a rug in August and it has still yet to be shipped…if you can’t count, that’s 5 months since you took my money and failed to deliver.

You cannot simply take a consumer’s money and not fulfil a service.you are contravening consumer’s rights. Covid has been around for 2 years now, it’s no longer a viable excuse as to why you are so incapable of learning to adapt and successfully operate a business. If you can’t provide a service or you don’t have a product, DON'T ACCEPT THE MONEY! Simple.

Now that you have taken all of this money from all of these poor people leaving similarly disgruntled messages, I can only wonder what this money is being put towards? Obviously it is not being directed to your unhelpful customer service team who I can only assume are paid subpar wages based on their international location. Perhaps straight into Evan Hutton’s pocket.

Have some respect for your customers and refund all the money you have wrongfully accepted.

Used to be a great store, however I will never purchase from West Elm again. I spent over 2k on furniture online and I'm doubting it will ever arrive, its almost 2months late

I ordered a dining table online during this second lockdown and from start to finish the process was smooth and professional. All the staff I was in contact with over the phone were so lovely and so helpful. The delivery was on time and the guys were great! Even when it came to a partial delivery refund (due to Covid restrictions they couldn't assemble it for me) it was quick and the manager was just great! I can see that the staff at West Elm is working v hard behind the scenes to deliver the best service to us on each purchase - really appreciate it!

I have purchased numerous West Elm products over the years. Reasonable design, looks good, massively overpriced.

But recently I purchased the Textured Hexagon Wool Rug. Absolute garbage they refuse to replace/exchange/credit. They are so lawyered up as to pick anything in your communication that they can exploit legally to refuse any consideration of return.

West Elm has the worst reputation of any customer service anywhere - and I've now experienced it.

Go to Castlery, Brosa, Domayne, Coco Republic or any other mid-market competitor, and you will get better quality furniture, better priced for the actual materials, not to mention better customer service.

The sales rep lady was excellent-very knowledgeable and friendly. The manager on duty, however, rather dismissive and arrogant. Needs to go back to school of management and learn basic principles of customer service. What was a pleasant experience at first, left us with a bitter aftertaste. Won't be going back.

I purchased the mid-century desk-acorn in Jan of 2021. The process couldn't have run any smoother, thanks so much! Within a week the desk had been delivered by ANC with the silver glove service. Full installation and removal of packaging was included. Very happy with the whole experience.

Referring to Chadstone Staff Specifically. Shame shame shame. I can’t believe a company with such lovely products can employ staff with such a surly attitude. Seriously people, we are in the middle of a pandemic, you are lucky to have jobs. Look after your customers, stop gossiping and ignoring people. You are being paid to serve people and to keep this company in business. You all need to go back to “retail school” you are dreadful. I’m disappointed that almost every time I buy something from either West Elm or Pottery Barn I have to grovel to get any kind of service. It’s totally the opposite in the USA. Wake up management, employ people who care, who really care. Look at the negative reviews and DO SOMETHING!

Great store. The staff are very helpful and more knowledgeable then our Chatswood store experience.

Buyer beware: Online shopping experience is rubbish, I’m currently out of pocket over $1,100 because their useless billing system has double charged me for the same item. It’s been almost a month during the Christmas period with no indication of when I’ll get a refund.

Customers shouldn’t have to wait for a refund due to a system error. This is West Elm’s problem, not mine.

The whole story: Ordered a bed and noticed it went on sale two weeks later. I asked to cancel my first order so I could repurchase at a discount.

Refund was processed immediately and I purchased the bed at discount.

Third party ANC delivered the bed a few weeks later with no issues, then the following week tried to deliver the same bed a second time. I told them this was a mistake and sent the bed back to the warehouse immediately.

Checked my bank account that same day to find the original refund was then debited from my account again without authorisation.

Contacted support to explain the issue which took a while because I had to listen to them explain how West Elm and ANC systems are not connected.

Was given a return authorisation four weeks ago but was told that ANC will first need to log the item as returned and process the refund within a week.

I’m still out of pocket and have emailed customer support several times with a new person responding each time with vague information.

Will never shop at West Elm again, what a waste of time.

I’ve escalated the issue with my bank who will be investigating the issue on my behalf.

Worst Customer experience service. Have emailed and had no response in a week. Have been trying to call for three days and the phone rings out.