west elm

Irene Marchese 

on Google

a month ago

Had a HORRIBLE experience with “white glove” delivery. I filed a complaint with customer service. After a 40 minute phone conversation, no resolution was found. I am a female, who lives alone. Not only did the movers ruin my bed, but proceeded to scream at me and verbally assault me for something that was their fault. I am physically unable to move furniture around alone - again, I am a female who lives alone. I asked them the favor to help me in replace my old dresser with the new one and this triggered the “white glove” de... read more

Jillian Robertson 

on Google

2 months ago

I paid $1,500 for a table in February of 2023 because I wanted to be able to host larger groups of family and friends. I didn’t receive it until April of 2023. The extender (which is 90% of the table’s value) was broken. I ordered a replacement. They were supposed to replace the entire table but just dropped off a new insert. It looked fine but I was unable to get the umbrella out of the original table to test it for almost a year. By the time I was able to and needed to use it I found out the part was assembled incorrectly.... read more

Arielle McCann 

on Google

2 months ago

I ordered 3 counter stools, a dining table, bench and 4 dining chairs in September 2024. I was supposed to receive them on December 10, 2025. But then I received a voicemail saying that everything was either broken or damaged, and that I wouldn’t be able to receive my most of my items until the end of January 2025 or February 2025. I do NOT recommend ordering online. You will not get quality service. Every customer representative I spoke to told me something different. I was told that there was an issue with their scheduling... read more

Will Adams 

on Google

3 months ago

While West Elm offers attractive, mid-to-high-end furniture, their customer service falls far short of expectations. For a $10,000 purchase, I encountered dismissive in-store staff and systemic issues with their post-purchase support. When minor damage occurred during delivery, properly documented by both delivery crew and myself, resolution has been impossible. Three months of calls, each met with promises of delivery team follow-up, have led nowhere. Their customer service representatives, though competent, are hampered by... read more