Williams-sonoma

Andreea D 

on BBB

2 years ago

I wish I had never ordered anything from West Elm and would urge anyone considering buying from them to save yourself the trouble. The furniture itself is trendy but the customer service has been more disappointing than I could imagine. I bought furniture at the end of April in the store, emphasizing multiple times that I would be moving into my apartment in early June and would need my order delayed until then. The in-store representative confirmed this with me prior to leaving the store and I even called their main custome... read more

Kerry C 

on BBB

2 years ago

I order a custom made ******* *************** from Pottery Barn in February 2021 and spent $2,496. This bed was delivered to my house AND INSTALLED BY Pottery Barn, after several delays, on June 12th, 2021. On August 16, 2022, the screws in the frame snapped in half causing my husband to hit his head while I was on the other side of the bed. I am 19 weeks pregnant and Im highly concerned about such faulty craftsmanship. After over an hour on the phone with customer service, they provided absolutely no resolution citing that ... read more

Angela M 

on BBB

2 years ago

TERRIBLE experience!!!! I took off from work on three separate occasions to be home for delivery that never came. Complete no-show 2 times and one time the delivery was canceled as the piece was discovered damaged upon loading at the distribution site. The communication is HORRIBLE. After multiple phone calls finally was refunded for that piece as we were so disgusted with the situation we no longer wanted to deal with Pottery Barn. Unfortunately for us, we were waiting for a piece we ordered almost a year ago that was custo... read more

Angie P 

on BBB

2 years ago

The worst! Ordered 2 night stands on May 30, the delivery window was June 17-July 7. They didn't arrive until July 14 and one was the wrong color. Called and they said they would have the correct nightstand to us July 29, promised it would be delivered that day and they would pick up the wrong one. July 29th arrived and no nightstand, made 3 calls that day. ******* was so rude, the last supervisor we spoke too, she actually hung up on me with no resolution. Today, August 16 we FINALLY received the correct nightstand and the ... read more

Courtney M 

on BBB

2 years ago

I placed an order for an in stock dresser on July 21st to be delivered to the store on August 9th confirmed via confirmation email. When I went to track the order the arrival is scheduled January 6th, for an IN STOCK ITEM, that is now on sale. I have spent over 3 hours on the phone in the last week, this is insanity. I asked for a refund and was denied, this is abysmal service, do not buy from West Elm, it feels like a bait and switch. 

Dawn M 

on BBB

2 years ago

My customer service experience at the Buckhead location was horrible. The so called manager and general manager bought had horrible customer service and did nothing to de-escalate or show any empathy after spending thousands of dollars on outdoor furniture. 

Heather E 

on BBB

2 years ago

I ordered over $5000 worth of furniture from West Elm. It took it six months to arrive and when it did the cushions for the couch were too small. I contacted customer service and they said they would send new cushions. The new cushions took four months to arrive and when they did they were also too small. Its been very difficult to get a refund and have the furniture picked up. They wanted to refund me with a gift card and I protested and asked for money back as I need the money to buy furniture elsewhere. I have spent the p... read more

Ken W 

on BBB

2 years ago

I have footage of their white glove delivery service rolling my $800 vanity up my stairs. It was a scheduled delivery where I had three guys working at my house. They were there and informed to accept the delivery. After one ring they left and took the vanity with them even though I had men there ready to receive. When I called I was hung twice on when trying to get transferred. When I finally got a human they said sorry about that when would you like to Reschedule.I said I want my vanity now turn them around as it was just ... read more

Hasan O 

on BBB

2 years ago

We ordered a crib 8 months ago and its still back ordered. They wont let me get my money back either. Total scam.