Rejuvenation

Emily C 

on BBB

2 years ago

TERRIBLE experience with West Elm! Almost 3 months ago, I placed an order for an 'in stock" furniture item that was showing as 'ready to schedule delivery to my zip code' at the time of check out and payment. I scheduled delivery - which was then delayed less than 24 hours before the appt time because both of the components were suddenly not available at the distribution center. Then another month was added for estimated delivery - and after no updates to tracking for another 4 wks, I started contacting WE again - only to ge... read more

Anisha V 

on BBB

2 years ago

Absolutely terrible company. I always have buyers remorse after purchasing something from pottery barn or west elm because of their constantly fluctuating prices. It changes so frequently, you can never be sure you are getting a good price. And they refuse to price adjust even if the prices change before the items have shipped. Their asinine solution to getting the lower price on a product is to pay for the shipping twice plus pay for the return of the initial order, which obviously most people wouldnt opt for depending on t... read more

Justine W 

on BBB

2 years ago

A once quality furniture store, Pottery Barn has devolved into a gypsy organization selling cheap products akin to what you can purchase at Wayfair and other "bargain" furniture dealers. I made the poor decision to utilize them for a portion of our wedding registry. This resulted in a pair of nightstands that looked good online, but resembled cheap fake wood upon arrival. When I went to the pottery barn store they told me conflicting information about returns than the agents on the phone. I lost several hundred dollars and e... read more

Kathy G 

on BBB

2 years ago

This company has closed stores in the poorest areas of ******* while simultaneously implementing the "Reserve" program where you can only get free shipping by paying $99 annually. So, unless you live in a preferred location, you will not be able to visit in person, and also you will need to pay for "Reserve" to get decent treatment, i.e., reasonable shipping. To top it off, when you connect to the ** website, you are presented with an ad for *****. As if ** cared at all about the ***** given their business practices! ** is f... read more

Tiffeney T 

on BBB

2 years ago

Been trying to get a refund for an $1300+ rug that was never delivered (2 cancelled deliveries by west elm) for over 5 months from westelm.com. Spoke to 5 different West Elm support people who all told me they'd take care of it, including a "supervisor", but it seems like their goal is just to get you off the phone and none of them were able to get my money back the issue. Now I'm trying to get it disputed through my credit card but find out that West Elm has disputed my dispute! This is despite the fact that the item was ne... read more

Krista M 

on BBB

2 years ago

Terrible company. Spent over $4,000 on a couch and within three weeks it was already falling apart. This takes into account very light use over those three weeks. My husband and I only sat on the couch a few times a week for a couple hours **** due to our busy work schedules. When attempting to resolve the low quality piece with West Elm they have completely blown us off. Took our money and ran. Bottomline- low quality, high prices, poor customer service. 

Andrew H 

on BBB

2 years ago

The website is blatantly fraudulent, noting items are in stock and ready to ship (my particular order was on west elm). You are charged the full amount and then your estimated delivery date continues to change. I finally called a month after my order (and estimated delivery date had come and gone) and they are conveniently just notified the day of my call that in fact the product won't be in stock for another 2-4 weeks at least - another made up timeline I'm sure. The obvious and repeated fraud in regard to their stock and s... read more

Julie O 

on BBB

2 years ago

I ordered a bed and a sectional sofa from West Elm in June 2022, I was notified via email that both items were back ordered and received an estimated delivery notice of Sept 2022. The sectional sofa was delivered Sept, 2022. The order consisted of 4 pieces, 3 pieces were delivered in the correct color and parts, and 1 wrong item and color. I called West Elm **************** a total of 3 times and spent 5 hours with 3 different representatives explaining the issue to get a resolution. The sofa had be reordered to ensure the d... read more

Maja T 

on BBB

2 years ago

West Elm sold me a $2000 sofa and advertised that the fabric was high durability, stain resistant, easy to clean, but at the first sign of a stain the sofa is ruined. When cleaning as instructed, the color of the fabric is removed and I am left with white spots all over my gray sofa. They made an implied warranty with their claims but now will not replace or reimburse me for the sofa. Do not buy furniture at West Elm. They make false advertisements and refuse to fix their own manufacturing defects.