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February 2024 by Mervat Clark
Do not order anything online they will just keep delaying your delivery date and hold your money hostage. Terrible company.
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September 2023 by David P.
This company is not likely to recover my business in the future. Wildly disorganized and/or deceptive. Not sure which. I ordered over 5k worth of items and was told upon purchase that a portion was already in stock and would arrive in due time. Over the course of over a month, the deadline for delivery, and which items were ready to be delivered changed constantly. After a bit of back and forth, I finally had a delivery date after a previous mistaken delivery date. Not all of what I ordered, and what I was told would be delivered, showed up. The level of ambiguity from a multi-million dollar furniture company isn't worth the money when there are other places with similar products to buy from. No one has any answers about when things will be ready, will arrive, etc. it's the "telephone game" of furniture sales and delivery. I could care less what a person spends at a business, large or small. A business isn't worth anything to me as a customer if they can't deliver a quality product on time. Goodbye West Elm. I used to love you. Good product plus terrible service, equals lost customers. Bad news is they don't care.
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August 2023 by Josh Daniel
Spend your money somewhere else at a place that wants your business. We used to love west elm, but not after this experience.We’ve been waiting for our bed for over 10 months now. The customer service has been incredibly unprofessional and rude. We’ve been lied to, hung up and ignored on almost this entire process after ordering. We’ve taken multiple days off work to wait for the “white glove service” to deliver a bed with missing/damaged parts and nothing but not my problem attitude and it happens every day. We’ve also spent numerous hours on the phone with them getting no where.After we sent pictures that we are sleeping on the floor with their bed incomplete in our bed room, they agreed to a loaner bed. That loaner bed came with missing parts and they were unable to assemble. They left parts from the new and old bed on our porch, master bed room and garage.We still do not have our bed but they have our money.
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August 2023 by Kalee Daniel
INCOMPETENT. Do not buy anything from this company. I STILL DONT HAVE MY ORDER AFTER ALMOST A YEAR. They stole our money.This is my first review I have ever done. The lever of unprofessionalism and utter incompetence this company has shown us is unbelievable at this point. We ordered a custom made bed from West Elm in November of 2022. Almost a whole year later and we still do not have our bed.The initial delivery attempt was made in March and it was noted upon unboxing our bed there was a broken piece and the bed could not be assembled. The delivery team left a half assembled bed that we were unable to sleep on. They were at my house way past the estimated time and went to leave around 10pm, only to discover their truck wouldn’t start. My husband drove them to go get gas for their truck. Mind you we payed extra for the ‘white glove service.’ I immediately called the store the next morning and was assured it would be handled and the broken piece would be shipped and the bed would be assembled correctly. At this point it left us sleeping on the floor while we were waiting for the correct part. This waiting went on for months and took up many hours of my time making phone calls and sending emails. We finally heard back they would be delivering the missing part. I cleared my day once again for delivery only to discover they showed up with the wrong piece. This happened 4-6 more times through the next few months (I lost count because it happened so frequently). I would call and verify the correct piece we needed and would clear my whole day for delivery and the incorrect piece was delivered. I exhausted all options in getting anywhere with phone calls and emails to corporate. I even sent the president of West Elm Day Kornbluth an email. *Crickets.* It was almost impossible to get anywhere with any corporate officials from West Elm. We finally decided the best option was to start over completely with the bed and reorder since we were told by West Elm they were not able to locate the part we needed. Several months later, we had a delivery date once again. The morning of delivery I was called and told the headboard of the bed was sent to the shop for repairs and was damaged in transit and the bed wouldn’t be delivered. So here we are a whole year later, West Elm has not delivered my product and has kept my $2,300. They have made no attempt to swiftly rectify this situation. This used to be my favorite place to buy home decor and furniture. I have multiple pieces in my home from them. Now every time I hear the name West Elm I get a pit in my stomach thinking about all the anxiety they have caused me and my family. So if you are thinking about ordering anything from this company, please save yourself the stress and do not make a big mistake like I did.
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June 2023 by andrea bradley
Checked out West Elm in general because I like the furniture per their website. Decided I would visit today the Avalon location to possibly purchase furniture for my new house then I read the reviews! Thanks for saving me the time, money and frustration. Going somewhere else. Too many furniture stores to choose from to put up with what customers have experienced purchasing furniture from West Elm.
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February 2023 by Hank Chang
I ordered a sofa back in Nov and after 3 mths still never got it. I was being told the sofa was supposed to be delivered in Dec and now Feb. I dropped by Avalon store today and complained about it and was requested to exchange another design. But then they told me the sofa has been sitting in the warehouse and can be scheduled now. I told them I like the other design better now and since it still not delivered I would like to exchange the other design. But the sales rep told me I have to pay another shipping cost, $279. I’m very upset why I have to pay twice the shipping cost for something I didn’t receive.
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February 2023 by Hanna Oh
DO NOT BUY FROM THIS COMPANY.PERIOD. They WILL NOT deliver in a reasonable amount of time. They WILL NOT notify you when they move the shipping date. They WILL NOT cancel your order even when they cannot tell you when you will get your order. They will CHARGE you for shipping if you try to cancel and the shipping fee is RIDICULOUS. I still have no item and no information and no way to cancel until "it arrives"
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January 2023 by casey brown
This was not a review I expected to make. We saw a table in person at the store at Avalon, purchased it, paid for the white glove delivery, and got the table today. Brand new home, we left our nanny to watch over the installation guys, so that we could go to closing on the house they are delivering the table to. We come back, excited to see how the table fits in the room, only to find the floors scratched, and the table chipped. DO NOT LET THESE PEOPLE IN YOUR HOUSE. They don’t care or respect your space. I’ve never seen or experienced a retail stores complete butchering of a delivery like this, but now I have. I’ll never shop here again…. SUCH a horrible execution by your delivery guys.
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December 2022 by Ada Ashmyan
This is one of the worst companies we have ever ordered from. This all started 3 months ago when we needed to furnish our new home. We worked with a very nice (at first) designer named Peggy who was very helpful and spent a lot of time with us. We had picked all our items and made several orders. It was all downhill from there. Multiple items had significant delays. Items were constantly getting lost. They would say they are delivering certain items but would deliver other items. They would say items were delivered which never were. They called me and said that only half pieces of items can be delivered. Every day was a new problem. Peggy had assured us that since we ordered with her, she would be making all the phone calls and following up the company. She did this for the first few weeks however the problems kept piling on. At this point she was no longer returning any of our phone calls and had completely ghosted us. I escalated things to the managers at the store and they sent a few emails to the corporate level, to the "highest level possible". I followed up several times which did not amount to any resolutions. Not once did they follow up with me letting me know of any progress. No one at that branch cared to solve these issues for us despite us spending 40K on west elm and pottery barn products! We had to take matters into our own hands and now have spent hours on the phone with customer service. The managers say they will follow up but never do. The corporate managers ignore my emails as well. Every time you call you get a different person and there is never any continuity to actually get problems solved. The amount of stress this company has caused my family is unreal. Needless to say we will never order from any of their brands again. If you do order from this store, rest assured if things start to go awry and you become an inconvinience, they will quickly drop you.
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December 2022 by Vivian Siler
Worst customer service I've ever experienced! The manager of the Avalon location is rude and has an attitude problem. Whenever I call she's not very helpful in giving order status on my furniture. Also it takes way too long for items to be delivered. Stay away and order furniture elsewhere for same quality that will cost less!!
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December 2022 by Ada A.
This is one of the worst companies we have ever ordered from. This all started 3 months ago when we needed to furnish our new home. We worked with a very nice (at first) designer named Peggy who was very helpful and spent a lot of time with us. We had picked all our items and made several orders. It was all downhill from there. Multiple items had significant delays. Items were constantly getting lost. They would say they are delivering certain items but would deliver other items. They would say items were delivered which never were. They called me and said that only half pieces of items can be delivered. Every day was a new problem. Peggy had assured us that since we ordered with her, she would be making all the phone calls and following up the company. She did this for the first few weeks however the problems kept piling on. At this point she was no longer returning any of our phone calls and had completely ghosted us. I escalated things to the managers at the store and they sent a few emails to the corporate level, to the "highest level possible". I followed up several times which did not amount to any resolutions. Not once did they follow up with me letting me know of any progress. No one at that branch cared to solve these issues for us despite us spending 40K on west elm and pottery barn products! We had to take matters into our own hands and now have spent hours on the phone with customer service. The managers say they will follow up but never do. The corporate managers ignore my emails as well. Every time you call you get a different person and there is never any continuity to actually get problems solved. The amount of stress this company has caused my family is unreal. Needless to say we will never order from any of their brands again. If you do order from this store, rest assured if things start to go awry and you become an inconvinience, they will quickly drop you.
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December 2022 by Erika A.
Please do not order anything from West Elm. Horrible company. Ordered a bed in Jun 26 2022 paid for it, they did not delivered as of today, Dec 15 2022. Very disrespectful, they told me I can not pay cash for my item have to buy gift cards. Then I handled the cash and give me the gift card and paid with that. I think it's a scam.
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December 2022 by Jasmin S.
Beautiful store, horrible customer service. Lady and her dog got more service than me, my Mother, and daughter.
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December 2022 by deepkar reddy
Stay Away!!!!!!!Very Bad Customer service. We ordered Yvette bed in September and waited for 3 months still haven't received it. We have received a call to schedule a delivery but they delivered only few parts of the bed and no one knows whats going on. Each customer representative gives a different answer each time you call the customer care number. West Elm Avalon branch customer representatives are very rude that they don't know how to help the customers.
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December 2022 by Elizabeth C.
I need to give a zero stars. I ordered and paid for my item in August. I have been promised multiple delivery dates. I have made several phone calls totaling 35 hours over the past 3 1/2 months with no help. Stores, customer service, or hub cannot help. Delivery was finally scheduled for December 7, and they cancelled two hours before. The procedure is to schedule the delivery and then look for the item the day of the delivery. When they find out it is not there, they give the customer a two-hour notice and say that the delivery has been cancelled. I have been getting the run-around from West Elm. I want my life back again. This has caused too much stress.