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November 2025 by MinMI
Overpriced and poor quality furniture. By far the worst customer service I’ve ever experienced. Be prepared to get a different answer and wrong information each time you call and speak to someone different, along with absolutely no solution to your concerns or complaints.THEY DON’T CARE. Biggest $3500 mistake I’ve ever made.
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November 2025 by Ashley Lyon
I went in-person to place an order for a new couch, rug, and console. The Leroy couch was delivered with a stained cushion and broken chaise. Trying to get this resolved by West Elm has been one of the biggest hassles and inconveniences I have ever experienced with a company. I keep getting passed around from person to person with no one actually doing anything about the issue. It is now 3 months later and I still have a broken chase. I placed the order on 5/31/25 with Shelly Culbertson. Because I placed the order in-store, I was not informed that my couch could not be returned. I would have rather returned the couch for a refund. After only one week, all of the seat cushions started sagging and the seat cushion fabric has started piling. I ordered the same fabric that is on display in the store. I suggest only ordering online because it walks you through their process better. I love their style but the quality and craftsmanship of the items are very poor, especially compared to the price. I will definitely be shopping at Crate and Barrel moving forward, I have a 3 year old couch from them that is in better condition than my 3 month old couch from west elm. The quality of their products are far superior and comparable in price.
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October 2025 by Winnie BM
Takes forever to get a sales person and everyone acted like I owed them a million dollar, I was almost afraid of asking any questions because they are so BUSY while there's NO ONE! very disappointed by their unprofessional attitude. lots of nice things, but I assume they are throwing away a lot of good customers! FAILED!
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October 2025 by Zane 3000
This is not a review for this specific store, but for an online order directly from West Elm's website.
Among all these bad reviews for West Elm, i actually had an absolutely fantastic experience!....Ordered two couches, and the anticipated arrival date was November 15. The couches I purchased were made to order, so It takes longer, which I was totally fine with.They got delivered today, October 11. More than a month earlier than anticipated!!! Delivery by Ryder logistics was also fantastic! And the couches are awesome! Very high quality. Very pleased with West Elm.
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September 2025 by Victor
Terrible table. Impossible to put together properly as none of the components are correctly lined up to screw together.
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August 2025 by albana dervishi
Always love it here
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July 2025 by Eric Stamper
My experience with West Elm in Birmingham has been incredibly disappointing. For a store that charges premium prices, the quality of their furniture is shockingly poor, and their customer service is even worse.
We purchased a couch from them about five years ago. Despite being lightly used (no kids, no pets) a button on one of the back cushions became loose and simply fell off. This is unacceptable for a piece of furniture that cost so much and was supposedly well-made.
When we contacted West Elm about this issue, they were completely unwilling to help. It's clear they don't stand behind their products once the sale is made. Save your money and look elsewhere. You can find better quality and much better service for far less.
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June 2025 by Dildora Damisch
I had an extremely disappointing experience with this company. They pushed me into buying a display furniture piece—clearly just trying to unload it—and falsely assured me that because of its light color, it would never stain. That was a lie. The piece stained almost immediately, and when they sent someone to fix it, they couldn’t do anything. This company is dishonest and does not stand behind what they sell. Do not trust this store or its sales tactics
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June 2025 by lana herman
two days ago I visited West Elm and found a dinning table which I wanted to buy. It took awhile to get attention of any sales people. Then I found out that a $1500 table requires $425 delivery charge. There was no option to pick up the table. Only 'white glove delivery' was available. It is a very bad policy of the company. And the store manager has no authority to make an adjustment. So, the store allowed a $1500 sale to walk away. In my oppinion, this is a failing business model.
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June 2025 by Trevor
Bedframe arrived with headboard damaged with another 3 weeks until a replacement can come. So will be about 2 months since buying to receive the bedframe, assuming it is not damaged as well.
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May 2025 by Joseph Paladino
Welcome to another episode of “NIGHTMARE ON WEST ELM STREET” – A truly haunting experience.
PSA - BUYER BEWARE or buckle up for a retail experience where West Elm takes 100% of your money up front, and, instead of new furniture, you get an uncompensated part-time job trying to get it. Prepare yourself for a flurry of charges, cancellations, charges, credits, charges, modifications, charges, and delay after delay. I would estimate I’ve spent a couple of hours a week over the last few months on a $5K+ order before eventually requesting a refund on pieces not delivered. Disregard all the honey-toned assurances from customer service and store associates – you will go crackers deciphering their doublespeak. File a charge back with your credit company sooner than later. It’s the only hope one has in finding a way out of this miserable, infuriating experience. Theft isn’t the right word, yet the experience sure does take something from you, some of your good nature and lots of your time.
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May 2025 by Brendan Cervone
Horrible customer service. I’ve followed up on a lost order over ten times, been passed around to 5-6 different people and they just cancelled my order after 5 months of waiting. They recommend making a new order for the same item and starting the process all over again. The escalation won’t even answer a phone call or email. Very disappointing…. Oh yeah, you have to prepay for your order too that you may not even end up getting.
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May 2025 by Michelle Partain
A few years ago I ordered dining chairs. The bolts loosen up and fall out. I need to replace several of them and I have called customer service twice. Each time they say they will email me product information so that I can go buy the correct bolts. I have yet to receive this email and now I have expensive dining chairs that are unusable. So disappointed in their lack of integrity with their product and customer service to help me find the correct bolts to purchase.
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April 2025 by Chelley2004
SO SO FRUSTRATING! We spent hours picking out chairs and ordering 2 chairs from here. We picked out the fabric and wood and had to pay for them in total to not get them for 3 months. We paid and have been waiting for over a month with them having our money. Today a month later they tell us they are canceling our order because they are out of the product. SERIOUSLY thousands of dollars held just to cancel the order and put us back at the beginning! How can they not know they are out of something for more than 4 weeks!!!! FAILED
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March 2025 by Yvette Dinkins
Received a defective duvet cover. Was told a replacement would ship once they received the return. The tracking says “preparing to ship”. Every time I call a rep says they have to “fix something” so it ships right away. This is one of the worst experiences I’ve had trying to obtain a replacement for defective merchandise. I will be contacting my credit card company to reverse charges if it is not replaced by the end of the week. West Elm won’t be around long at this rate…
