west elm

Very happy with my purchase. I would like to mention specially to the store manager. She was kind, professional and showed great customer services. Thank you very much for making me shopping experience a very pleasant one.

Felt like the 3 odd star reviews are unjust.

We walked into West Elm, Perth two weeks ago looking for dining chairs. Finally found a set that we liked.

Megan helped us from start to end. Great customer service from her. She even sent an email to follow up.

Goods arrived within 7 working days from date of purchase.

Bought a table and dining chairs, paid extra for assembly. Chairs arrived 2 months before table. It’s all flat pack furniture so expected that when we paid extra that all items would be assembled. Apparently this is not the case. We tried to remediate this issue and they just ignored us. The quality of the furniture is average and you’re paying a premium for it. I will never shop with them again. And the money goes offshore! The staff that sold to us was nice at least and the delivery people were cool. Just the overall experience of having to assemble furniture ourselves, we could go to IKEA lol

Was helped by sale rep Tony and he was really friendly, professional and second to none. Best service!

Hello
I just wanted to make fellow consumers aware of the very poor customer service at West Elm
With online purchases. I ordered 6x items at the end of feb 2022 and only one was delivered (in April 2022) and despite the many emails and phone calls no action has been taken by west elm to rectify the issue. I have had to make a complaint with DMRS.

Although they have beautiful furniture and homewares I would never again but anything online or in store. It is not worth the risk and time this is taking to follow up.

Bought a dining table West Elm. West Elm charge one of the highest delivery fee as compared to other stores. Yet, we ordered the table to be delivered in DECEMBER 2021. It is now APRIL 2022, and we have been rescheduled THREE times. Still waiting for our table.

Because of this, I have had to reschedule my electrician as a light pendant was to be installed above the dining table.

We have spoken to their customer service to get a confirmed date as to when it will be delivered. West Elm confirmed the table will arrive on 7/4/2022 and we got a text on 6/4/2022 to say it has been rescheduled again. A DAY BEFORE DELIVERY!

If you want to buy anything from West Elm, do expect terrible customer service, a delivery fee higher than any other store and your goods that will not be delivered on time.

Waiting 4 months for ONE table, how much longer will it take?

Deplorable delivery service. Have waited MONTHS for our delivery only to have it rescheduled TWICE and still haven't received it, with no third date given. Not happy. Buy your furniture elsewhere.

When everyone who has a mortgage is less concerned about furnishings than interest rate hikes ahead it is vital that furnishing retailers either make prices attractive or make the furniture outstanding. West elm manages to do both to a reasonable degree.

I have simply ordered a quilt cover and pillow cases and paid $30 delivery. My pillow cases arrived weeks ago yet I am still waiting for my quilt cover. Despite many attempts to contact customer service they continue to tell me my quilt cover is in stock but that they are expecting delays, I am doubtful that it will be in stock when they find the time to ship my order. I ordered these products in January.

Great design & customer service, with a solid warranty on their goods. But the items can be prone to small hardware defects, which can be annoying even though they do try to make the warranty claim process as painless as possible (in store staff are awesome & very professional).

Shipping delays from a mix of an apparent warehouse relocation & what I assumed to be COVID related delays caused my delivery to be delayed by half a year.

I ordered two lamps, pillow cases and a bed cover in early January (all were apparently in stock). I have received 2 items so far (now 2 months after my order) and for the other two I received incorrect tracking information from West Elm.

I had to call DHL myself and sort it out. Turns out they just received another item today, still not sure where the remaining 2 are. I order stuff online all the time, and have never had an experience quite like this. Needless to say I won’t be shopping here again because in stock items can still take months to dispatch, and even then you’ll be lucky if you get any shipping info - and luckier if it’s correct!

Highly recommend you shop from Empire Homewares, Living by design, RJliving, icon by design and life interiors instead - had good experiences with all of these!

Ordered 3 modular bookshelves, these were delivered months later than promised date. Had them less than a week and they started to bow in the middle. Organized return. They were finally picked up after many calls and emails. Then had to chase the refund from Westelm for months. These muppets are an absolute disgrace. Just to summarize. Paid up front, waited months past the delivery date to receive the goods, the goods were substandard, took ages to sort out a return and then tried to get out of paying me the refund. Avoid at all costs.

American based call centre has no way of finding the status of an order. Have called over 5 times over two months with the same response "we will check with the warehouse and call you back". Have never had a call back.

Avoid West Elm, buy from a local company.

I love this stores products but their customer service for online orders is terrible I ordered 2 sets of curtains in Oct 21 they actually arrived quite quickly but when I checked them 1 set was incorrect so I rang and they were going to ring me back the next day so when I hadn't received a call 2 days later I rang them back and they said it would be a week before they would be able to get to my problem. 10 days later no call so I emailed them it then took a month of emailing back and forth to get them to issue a return of the incorrect item and then another month of following them up with emails to get my replacement order approved I have only just received the correct items March 22,2 months after the order was approved. I don't think I will ever order from them online again

I ordered a double century (wood) look curtain rod and napkins in mid-December. The rods came just after Christmas however, the quality was soo poor - the wood veneer (sticker) was peeling off in multiple areas. I've been emailing them multiple times to organise a refund and it's now February and they haven't responded to my email! Oh and the napkins have still not arrived yet!
Don't be fooled by this 'high end brand', the quality is just as good as something 1/4 of the price.

Worst company to deal with. We ordered the Anton dining table from August, understood that they were "relocating warehouse" so we were happy to wait for delivery on 20/09/2021.1 week prior to delivery date, they sent a message to reschedule the delivery to 22/09/2021, then a few days later called and moved delivery date to 06/10/2021. Again 1 week before delivery date, warehouse called and moved delivery date to 22/10/2021. On October 21st, they messaged me trying to reschedule the delivery again! I called to ask if they can still keep it for October 22nd as I already asked for a day off work and they said yes. Then nothing happened on October 22nd, I called their office at lunch time and they told me to contact their delivery company who never received my order. We cancelled the order asking for full refund on the day and somehow up till now, 24/11/2021, we still haven't received our money back yet. Those clowns blame on some error from their system for having my name incorrectly. Do yourself a favour and stay away from this non-sense business.

Ordering from West Elm is like a nightmare! Ordered 4 stools and chair still waiting 5 weeks on, supposedly coming from Sydney warehouse more like via Indonesia and we're not honest about time to deliver supposedly 2 weeks hahahah $3000 order and spent 90 mins in total trying to get some form sense from customer service over last 2 weeks, not one aussi spoken to, absolutely livid the lack of care and consideration and a company willing to forgo $3000 for 4 stools and 1 chair easily squeeze into a delivery is mental not to mention the impression this has left me with. My husband now going into store to cancel pathetic order! Your loss west elm have found another solution cheers. Your company is a joke.

Wrote this few days ago no response no damage control have now cancelled and received refund.

They just play with their customers.
Very FRUSTRATING.
Dont trust their shipping dates.
I ordered two items in Aug supposed to be shipped within 2 weeks but received emails after 1 month saying that I have to wait they are out of stock. Another email received yesterday saying they are not in stock until Nov.

Spoke to WestElm's online customer service about a replacement part for a chandelier, they were absolutely no help at all or willing to investigate for me. I then called the Perth West Elm to see if they had any spare parts and Natalie was incredibly friendly, helpful and understanding. She took all my details and assured me she would talk to the relevant people to help me find my broken part. Thank you!

Lovely staff, excellent delivery service, high quality products.

I recommend placing any large orders in-store rather than online! Kerry, Mikaela and the other staff were friendly, helpful and responsive. We had peace of mind with a local contact just in case we had any issues with our furniture delivery (but everything went seamlessly). Will happily return for future purchases!