west elm

West Elm has potentially the worst customer support I have ever had to communicate with. I experienced a month straight of being told conflicting/wrong information. I was kept in the dark the entire time, and I had to call back almost every week to be told something completely new and contradicting to what I've previously been told. I ordered a couch that I was perfectly fine waiting 4 months for, but once received, I knew that it needed to be returned. Thus begins the nightmare... I called in to West elm's support to see if it was even possible to return my couch and was told it could be returned for merchandise value and that I should hear back about scheduling a pick-up. I call back a day later to clarify if the return would be to credit card or a gift card and the support agent had no idea what I was talking about. He said there were no notes taken for my order and that the item wasn't able to be returned as it was "made-to-order" something that was specifically discussed over my first call. I was transferred to another agent and after 2 hours I was told that I had to contact the store. I asked the agent to find my call recording from the day before where the support agent told me that it can be returned for merchandise value because they were making it sound like I was just making up what I was told. Another day goes by and I get a call back saying that they found my initial call and that since I was told incorrectly it could be returned, and that they will go ahead and process the return for me. They asked if I would prefer a gift card or a refund back to my original credit card and I requested a refund back to my original credit card. A week later my couch was picked up, and two weeks after that I call back to check on the status of my return. My first call told me I should hear back by the end of the week. I reached back out at the end of the week and I'm told "I show in the notes that an approval was released for refund, but has not been processed as there isn't notation from a manager indicating if it should be refunded to a e-merchandise card or credit card." Eventually, I'm told that I can only receive an "e-merchandise card" and that I can't have a return to my credit card.

I wish I would have seen these reviews earlier. My experience is pretty much in line with the others here. Placed my original order in October of last year and the item was delivered 3 months later but damaged. So I initiated a return and figured, hey you know what I'll order an even nicer couch and spend more money with WE. That new couch was just now delivered and despite numerous phone calls to both WE and the delivery company to confirm the return and refund, I can't get anyone on the phone who knows what they're talking about. Every person I talk to at West Elm doesn't know anything about the return process and just speaks in vagaries, like "Yeah the delivery company *should* know about the return and this return *should* be okay". They provided me with a customer service email which I contacted and never received a reply. Surprise surprise, the drivers today had no record of a return and neither did their dispatch. They took the old couch anyway and I already know getting a refund for it is going to be a lengthy and ridiculous process. I will never order from this family of companies again and as soon as the monthly installments are paid off I'm canceling the credit card. I'd rather spend more on a local furniture company that makes furniture in the US anyway.

West elm is my favorite store to shop at. It’s always so organized, clean and aesthetically pleasing to look around the store. Makes me want to get EVERYTHING. the quality for the price is amazing. This stuff will last forever. Worth the money for the quality. The employees are all so nice and helpful and great at helping you get what you want.

How do I leave a 0 star review? West Elm delivered a couch that I had been waiting months for with NONE of the hardware needed to attach the legs. Now they're saying I need to wait +1 month to receive the hardware with no way to expedite the shipment. Furniture looks great, and is quality... But the logistics of this terrible are just awful. The only thing you can count on with West Elm are insane delays and headaches. UPDATE - they did send me the screws for the legs 3 weeks later... But sent me the wrong length in screws. More headaches..

Return policy is ridiculous. Received damaged bracket. Requested return and they want the entire assembly back. Not just the bad part. I asked for just what was damaged and agent said that was not an option. I said I would order just what I need. Nope there are no spare parts. This is after we spent over 1k in curtains and rods. Would have gotten better service at Walmart.

Customer service is horrible, I purchased an end table November 3rd and it was supposed to be delivered to the store at City Creek on 11/18 and today is 12/05 and l still do not have the order. I keep calling and asking and they keep saying it is in transit and that's all l get nothing else. This is the most frustrating experience and l am super fed up with it. There has been 2 different sales for this table and l am still waiting for the one l ordered 11/03. We shall see if l even get it. Why do they even charge shipping if your items will ship for months?

I have been looking for a new place setting for months. I looked at so many options online and couldn't make a decision. So, I decided to narrow my search and went to West Elm, Pottery Barn and Crate Barrel. The West Elm in downtown SLC was so helpful! When I got there I had two small children, which is never fun to shop with, and then after perusing for few minutes I landed on the place setting I had been looking for. It was a you know when you see it kind of thing. I asked the lady at the counter for help I think her name was Ruby. They didn't have the amount I wanted instore and there was a sale online. She was able to find me the quantity I needed, with the online sales price and was able to guarantee I would have it before our Thanksgiving dinner. Mind you, the online delivery date had it showing 2 weeks later than Thanksgiving. So happy with my beautiful place setting!

2 stars because they have delayed my delivery! Order placed 7/24 and estimated delivery date of 8/22-9/5. It now says the eta is 9/12-10/2. It's 9/20 and have received NO updates... This was an "Open box" item and was in stock... I contacted them and CS doesn't know, so they just say "sorry"... I will update my review as soon as I receive my item that I am super excited about! Please deliver it!

I love my new bed quilt but a $25 "handling fee" in addition to shipping charges is ridiculous.

This was a nightmare customer service experience. I’ll never order from this family of brands again. I ordered a couch in March, and they set a delivery date. Ryder showed up with the entirely wrong product- not even a couch which they also unboxed and dropped the white armchair in the mud. They didn’t have any idea what was going on. From then on, I had to continually reach out to find out what was going on to ask what was going on no one knew;also no one cared or helped. Literally no one ever contacted me- no emails or calls to give me updates or anything. It was like I paid them money, and they were content to never give me anything for it. 4 months later, after endless calls, I requested a refund and got it. Still no idea what happened to the couch I ordered.