west elm

Most Recent Comments

• September 2024 by milana pecheny
  The service has become worse and worse. We have purchased hundreds of dollars worth of furniture over the years and the quality is no better then ordering from Amazon. Currently they have lost our custom order couch. They just take your money make you wait for months and then lose your purchase. Nobody knows where it is. Getting a refund is not an issue. It's the time spent waiting for an item and the time spent making calls and hours of hold time that you can't get a refund for. Holidays are coming up and I still don't have a couch. Thanks westelm you are top notch for not getting things done. Will no longer be purchasing a single item from you guys even if it's cute you are no longer worth the headache.
• July 2024 by VenomMiss
  It’s WEST ELM what’s not to love!!
• March 2024 by Aditya Jain
  While I liked the representatives in the store, the overall delivery and customer support services are very poor. My entire order of 10+ items is delayed by 2 months. There is no communication about the change in dates, no customer services to register a complaint and the whole experience is extremely frustrating. My experience with other furniture companies like Rove Concept is far better than with West Elm. I will avoid any purchase from them in future.
• January 2024 by Paromita Biswas
  I have horrendous experience to share with West Elm!!!! Please be aware and don’t buy furniture from them I ordered a dining table set during thanksgiving 2023 first time when it came the table top was broken they took no responsibility schedule another delivery in a month after holidays . I had to have all holiday party with out a table they just left the base with me told me the top the coming . Second time it came again it’s broken same thing broken again I am waiting long time for delivery .customer service or store is of no help at all. Third time itcame it’s scratched , now I am just done with them I want to return the entire set. It’s almost $3000set and they want to give me a refund of $240 for this damage . I am done with Westelm I just want them to take back this faulty set and refund my money !!!
• January 2024 by Ram Yanamandra
  Stay away from this company and store. For the amount of money they charge you would expect exceptional service instead you will be just running around wasting time once you place your order. We lost countless hours trying to resolve issues. Wish we paid close attention to negative reviews before deciding to spend $$$
• October 2023 by ala s
  West Elm is a scam!! I thought my bad experience is unique. But when I look at the reviews there’s certainly a pattern. They schedule a delivery and never show up. Then they say there was an issue right before delivery. They order a replacement and then cancelled the order. Customer service kept me on the phone for 50 minutes and still couldn’t issue me a refund 5 months after paying thousands of dollars. I never came across a store like this, so low as to cheat customers for their money. They should be investigated for fraud.
• August 2023 by Mukhraj Saberwal
  Hi Guys - Just to share with you a real life real time experience with West Elm . It may take few mins to read but I just wanted to let you know the scene behind the ' white Glove ' treatment given by Princeton store !Plan : Furniture design and order placement was done on 29th May 2023 , delivery was scheduled for 15th July .Actual : Nothing delivered , and the new delivery date is 27th August ,2023 . and by the way the mortgage is already On- 1 installment done and request for 2nd has come in but not sure when shall any inventory show up !!We visited the store so that we could get some attention but nothing till now . we are ' supposedly' assigned someone from West Elm to care for our situation but no one at the extension picks the calls and neither responds by mailsNow that's what is the reality of Customer service in 2023 with West Elm !! and going by our overall observations it does not look like ours is a random case at all , as the entire value chain from order placing till payment realization sucks .Mukhraj Saberwal
• August 2023 by Brittani B.
  We bought a king size headboard on 5/2/23. We asked if we could expedite it and were told it was unable to be expedited because they are making it, it's not stock that's stored. We were told it would be 6 weeks. We received an email saying that our order was ready to schedule delivery, and we scheduled for 7/6/23. Day of, we received a text with a tracker to watch where our delivery was. Our headboard was expected to arrive at 8:10. We watched the tracker come down the highway, and go past our exit. We received a call at about 7:50 saying that our order was lost, they were unable to find it on the truck. We were told we'd get a call within 72 hours with answers and/or a resolution. The 72 hours passed and I did not receive a call, so I called them. The person I spoke to was apologetic, didn't know what happened. Sent an email for someone to get more information and call us the next day. No one called. So the following day I called back. Also a friendly/kind person on the phone, apologetic. Said she would email her supervisor and the supervisor for shipping and scheduling to try and get someone to give me some information. Never heard back from them, but did receive a call the following day from the depot saying they found our headboard and could schedule delivery again. Chose 7/22. I specifically asked if it's our headboard, the original, packaging not damaged, and they said yes. Morning of 7/22 we call West Elm, and we are assured that they can see through the system that our item was put on the truck and will be delivered. Our delivery window was 8-1. At 12:30, my husband calls bc there's no sign of delivery. He is told the item is lost again, they never had it, we shouldn't have been told they have it, it was never on the truck. I call that afternoon and speak with someone, also very kind. I explain the situation and ask to speak with a manager. She is very apologetic but says she can't transfer me to a manager, but she can send an email. So she typed up an email, and then tells me we can schedule a replacement if I'd like, but it'll take 6 weeks again. I again ask if there's any way they can expedite it, she gives me the same answer that they have to build it and ship it, so no, that's how long it takes. It's due to arrive in September. She tells me when I receive the new one, I can call to ask for an appeasement for my troubles. I don't hear from her manager. A few days later, I receive a voicemail saying they found our original AGAIN and that it's ready to be delivered AGAIN. I call back, and this person was not kind and friendly. She was clearly annoyed with the fact that I was (kindly) asking if this was actually going to happen this time, and if there was any way I could get a more definite answer. We scheduled delivery for 7/29. She said she'd go ahead and cancel the replacement and I asked her not to, because I had no faith the headboard was actually coming this time and I didn't want to push out delivery any further. I would cancel the replacement once we received the original, if we did. Once I got off the phone with her, I called the depot to see if I could get an answer from someone who could maybe put eyes on our headboard. The gentleman I spoke to was very kind. I asked if the delivery guys could send him a picture of my shipping label on my package as proof that it exists, and then he could tell me he saw my physical package. He said he could do that and call me back. I never received a call back to tell me either way. On 7/29 we finally received our headboard! It is beautiful and is in fine condition. On Wed 8/2 I called to cancel our replacement order and ask for the appeasement, as I was advised to do. I was told that the headboard was on its way to the delivery depot, so she couldn't cancel. I said there's no way bc I just placed the order for the replacement on 7/13 and I was told 6 weeks, this is probably a mixup still from the original. She said, no, this is the replacement. It's due to arrive tmw.
• June 2023 by Sarper Ozharar
  Terrible customer service. We have spent over $7500 for several items including chairs, sofas, and rugs. One of the sofas was generating a lot of static electricity due to its fabric. When we told them they said they will replace it. They even gave us a date for when we will receive the new sofa, but later somehow they lost it and couldn't find it in their storage area. Still nothing after several months and they keep delaying us. They only care until you spend your money, after that you are on your own, such a shame.
• June 2023 by Paul S.
  I am very disappointed and frustrated with the experience that I an having at West Elm. not only have I fully paid for furniture that is months late but I was refused an opportunity to speak to a supervisor. I also have written 3 letters and have not had one response. As a businessman I am sympathetic to staff or supply issues but not to the poor and unprofessional treatment that I am experiencing.
• April 2023 by Se Ce
  Horrible customer service. I am glad I did not make all my purchases here. I am also glad that places like CB exist which they are there to help you and correct any mistakes they make. My experience with WE is horrible as they cancel some or delay deliveries of some items but they dont help you correct their own mistakes. They don’t wave the fees nor they give you any credit for their own mistakes.I will definitely refrain from buying other subsidiaries like william sonoma, pottery barn and so on.
• March 2023 by Jean K.
  west elm took my online order for comforter and shams last year. After comforter was delivered and could no longer be returned I was told shams would be on backorder for six months. Was just notified order for shams was cancelled by them and could not be fulfilled. so now stuck with very expensive item that is useless. West Elm IS a sham. Will never do business with them again.
• March 2023 by Ravi Nadiminti
  Joanne, the home stylist, was very helpful when placing order. The delivery team were the best - courteous, efficient and professional.
• January 2023 by Devin V.
  Very disappointed in the customer service at West Elm in Princeton, NJ. Unfortunately, this is my second time in this store at this exact location with the same experience. Went in this past weekend to look for living room furniture that I seriously thought I would purchase in store after a few questions were answered. I never got the chance to get these questions answered as I was never approached or given a chance to inquire. One saleswoman said hello after I'd been in for about 10min. I asked for color samples and she directed me to the right location to look for them, offered to meet me over in that location shortly, but never showed. As I browsed through the swatches, I was approached by 2 other salespeople who needed swatches for themselves for other customers. I excused myself so they could find what they needed. I was barely given the time of day by the one male salesperson. The sales lady did ask what color I was looking for and attempted to help find it. When she couldn't locate the color, the help stopped there. She never inquired about what color family I may be interested in or even what furniture piece I was interested in. This store has multiple color shades available in couches. I'm pretty sure I could've been persuaded to look at a similar color and found what I needed had I been helped a bit further. After a second round back to the couch of my interest, there were 3 cashiers behind the desk (all seemingly busy although no other customers were in front of them checking out). Not one 'hello' or 'can I help you' was offered as I browsed the display directly to the right of the counter. Eventually, I asked for help from a gentleman behind the counter. He did answer a few questions but did not delve any further than what I asked. He then proceeded to ask another group of customers if they needed any help. So in total, I spent about 20-25min browsing with 4 salespeople interactions in this store and still left with no furniture after I was confident I would purchase something. Let's be clear, I will not be returning to this location again or recommending it to anyone looking as the customer service is poor. I did consider the fact that I am African American and possibly this was the issue with getting assistance. But I've seen other reviews with the same complaints so there's an obvious problem here that needs to be addressed (from whichever standpoint the issue arises). With so few in-store shopping options available, I would expect customer service at such a "high end" furniture store to be excellent. This was the exact opposite. I've received much better service at less expensive furniture stores. I would assume that the staff would be trained to at least attempt to draw people in to feel comfortable looking around and eventually purchasing. West Elm states that they offer design services and such but simply getting a "hello!" Or "May I help you?" seems to be a bother. I'd leave 0 stars for this review if possible. I have an entire bedroom set and several accent pieces from West Elm which I purchased online (sight unseen) bc once again, when I looked in store, I was ignored and never helped. I am very happy with my purchases but completely second guessing ever purchasing from this store again, whether it be online or in store.Do better.
• October 2022 by Steven L Horowitz
  Fighting with company on a delivery issues.