Williams-sonoma

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. 

Kyle M 

on BBB

2 years ago

I ordered a couch from West Elm in December 2022 and have had a terrible experience. I received emails confirming shipment and scheduling delivery. I cleared my day for delivery only for the delivery to be canceled hours before. **************** informed me that the couch was never even loaded on the truck. This representative was transparent and told me that the distribution center workers don't even communicate to the delivery workers, so they don't find out an order isn't there until they're already on their way. I was in... read more

JB E 

on BBB

2 years ago

Do not open a bridal registry or try to return anything here. They take the merchandise and you likely do not see your money, unless you spend countless hours and months (or one case for me, a full year) chasing them. To top it off, I had to return an item from a step family member. The situation is already tense and difficult enough and I repeatedly asked them to make sure the gift giver would not be notified. After returning the product, I had to chase them down for months. And explain this situation in detail about 10 tim... read more

Emily C. 

on BBB

2 years ago

I wish I had read these reviews prior to purchasing from West Elm. Purchased a specific sectional sofa in a specific fabric, because it was said to be a "quick ship" item, and we were desperate to get a new sofa delivered prior to a major surgery that a family member is having. One piece of the sectional was an open box item, and one was a quick ship. We were fine with this as it would get to us in time. The open box item, according to the tracking on the website, sat in a warehouse for well over a month waiting on the other... read more

Deborah P 

on BBB

2 years ago

If there was a minus 10 I would choose that. I ordered a $150 tablecloth the beginning January, delivery changed to end of February. I neither need nor want this item anymore. Ok great Ill just cancel, hasnt been charged to my card hasnt been shipped. Good Lord, the lack of competent individuals I dealt with was astounding!They refuse to cancel the order, said it was an international order and could not be done. We cant communicate with our vendors overseas????I got two emails, no they cant, then a third email theyll TRY, th... read more

Rick M 

on BBB

2 years ago

They have the worst business processes and record keeping i have ever seen . They made numerous serious errors in my rather large order and I finally had to returned a $2,800 bed . The bed was picked up and conformed received by their delivery branch well over 2 months ago but they are still processing my refund. No one knows why its taking so long and they keep giving me the run around on the phone. The bed was part of larger order which had various problems and refunds over the months it took to be delivered due to COVID a... read more

Amber D 

on BBB

2 years ago

This has been one of the WORST companies I have ever had to deal with. Ordered couches with the promise of a one month delivery date, received half of the order after 2.5 months and it has now been over 3 months with no delivery for the second half of the order. They cancel deliveries without letting the customers know, getting any information from them is like pulling teeth. They charged the full price and demanded to be paid well before the items were even completed being made. Awful company, buyer beware you will be treat... read more

Christine H 

on BBB

2 years ago

Absoutely terrible!! Worst customer service. I am shocked this is coming from a high end company. I purchased an item that went on sale days after. I called to try to get a price adjustment as the item was still in the warehouse..it hadn't shipped yet.. and I was told that they do not offer price adjustments ..was told that I entered into an agreement to pay the price at checkout..?? like what? and they flat out refused to provide me with a price adjustment, I asked them to cancel the order and I would reorder the item at th... read more