west elm

Shockingly awful company to deal with. Misled about delivery dates and then charged for furniture while continually delaying the delivery dates by one month at a time. Tried to get a refund and continually promised a refund that never came. In the end i went through my credit card company for a charge back. This is by far the worst furniture company I have dealt with.

Wished we’d seen the reviews before ordering off them online. We bought an expensive rug off them. As we had a young puppy we kept it rolled up. Once our puppy was toilet trained we unrolled it only to find a mark. They refused to replace it. Won’t shop here again and recommend others don’t either - if you do triple check the product before accepting delivery or just go somewhere more reliable.

I had no issue with delivery although, my order had gone through twice, I was charged twice and received two orders together. Customer service is not really great, they can hardly speak and explain anything. They inly processed my return and did not refund delivery fee that I was charged twice for. I had requested to pickup item to start with and now have paid double delivery fee, having to return the item to store myself, nobody to speak to, not to mention the items were brought in one go by same delivery person. The customer service person hung up on me when I asked to speak to someone about it. Hopeless

Look. Australia unfortunately has a wide margin between decent furniture and homewares.either cheapo or eye wateringly expensive. West Elm can be expensive but generally their products have a certain quality. American company of course owned by the folks that own Pottery Barn and Williams Sonoma

I would not recommend West Elm to anyone looking to obtain furniture in a hurry, but given that I had fair warning about their extensive shipping delays, my experience was generally positive. The staff I spoke with in-store were candid about the fact that it might take a long time for my bar stools to arrive, and when I had issues with the courier service and called the store for more information, the staff made efforts to investigate and called me back with updates. It took eight weeks, but I did get my order, and the bar stools look great in my kitchen!

2 separate orders of a plate and a bowl came delivered in pieces, after waiting over 6 months for them to come. Never have had any issues buying ceramics and other brittle materials from any other online store but this one.

I placed order with luxury delivery for exact date to be delivered and Westelm total mixed up the and I have to contact the delivery company to reschedule. When delivered half of the item was missing. I ordered a dining table but the table top is missing. The phone client service is really rude and not helpful.

If it wasn’t for the lovely products at this store (that I buy) I wouldn’t be coming back as the staff here are beyond ridiculous in the way they greet you, the way they look at you, the way they give you no customer service, what is it with this store and screaming out pretentious staff thinking it’s a privilege to be served?

Great store to visit if you are looking for house items.anything from plates, down to bedsheets and furniture. Good quality products.

The delivery process is terrible. Call up to find out and to confirm delivery and was told to call up another company for delivery. Then it's not actually that company and they outsourced it to another company so I then have to contact them. I cancelled my order instead of dealing with so many delivery companies. The delivery process should not be so stressful. Cancelling was even worse. I cancelled via email and over the phone and then received a SMS it was being sent. Then got attitude from the customer rep when I called again to find out what is happening. They have nice things but I won't buy it when I remember my previous experiences. If you can't pick it up at the store don't bother it's not worth the stress.

Appalling customer service. Placed my order 3 weeks ago, no shipment update. After I followed up, I was told to contact the carrier myself. Really disappointed.

Have been going back and forth for 6 years and today is the last. Looking at rugs and was asked politely to move aside while they hang up new rugs. While they were still hanging up rugs two other customers walked near and with very lovely manners they asked if they needed help with the rugs.

We weren't told if the rugs were ready to view and when we started looking the two servers couldn't even be bothered to ask us if we needed any help and we openly talked about getting the rug. We had to ask for help and the more questions we asked the less helpful they were to the point of making us feel they wanted us to leave. It looks like they judged me and my wife's appearance. As we were well dressed I don't want to think they have an issue me being Latino? We came in to buy a rug and we left never wanting to come here or any west elm store ever again.

It's really sad they have hired terrible employees who judge people's appearance and socio economic standing. Oh well at least we did buy rugs and plenty of linen during the years but this is the last time ever coming back.

It was the chapel Street store. By the looks of previous reviews this is an ongoing issue.

Have a bunch of pendant lights from Westelm. They look good mostly but the quality is terrible.

One of the pendants hangs off centre as the glass ball isn’t symmetrical and another has had the fitting break completely in two and fall off because the plastic Edison screw clip was so brittle.

When you call customer service you talk to someone in Singapore or Nevada from Williams and Sonoma who isn’t helpful at all - I had to draw possible solutions out of them like blood from a stone. Ultimately I was told (after I suggested it) to email photos of the broken light fitting so they could send a replacement part rather than me have to pay an electrician to uninstall the faulty light and reinstall a new one.

More than a month on I haven’t had a response to that email.

Horrible customer service - I placed an order December 23 and have only received part of the order 1 month later - they offer no solutions just excuses as to what’s happened. I am skeptical I will even get my money back for the missing items. Love their stuff but this is ridiculous.

Went into this store to buy a specific rug.
There was one on display but none in stock - the pretentious sales assistant basically looking down his nose at anyone in the shop, refused to sell me the display rug - as he needed it to “display”
$700 sale that they aren’t going to get - left the shop.
Only have rate one star so I could write the review.

We bought a console table and two bed side tables with bad smells. We return it to the factory. But after they picked up. No feedback any more. We keep calling them, they told us just week after 5 business days and someone will call you back. I got feedback now.

I like the products but the staff at this store are always so rude! Puts me off shopping here. Management need to get this adressed and promptly run some customer service training sessions.

I was shopping for ready made Linen Curtains. Researched online first. Their website was very informative and included photos of products. Actual retail store was open on a Sunday and staff pleasant and helpful. Quality of the curtains met expectations

If there’s a choice of 0 star, I’ll give that to west elm. Really disappointed customer service. I shopped online, had been charged full price as they say “ready to ship”. But still in waiting after a month time and customer service team can’t tell where the items are. We have called 6 times but they still haven’t figured out the problem with the delivery company and can’t issue the refund. No one’s contacted us and I am so sick of calling and explaining again and again!

Very friendly, helpful staff. Two of the younger staff members went out of their way to help me load a mirror in my car today, and I really appreciate it! Have a few west elm pieces of furniture and love the quality.