Williams-sonoma

Rachel C. 

on BBB

3 years ago

I would not recommend purchasing a sofa from West Elm. My four year old Henry 96” defective sofa has a couple tears due to a design flaw. There is a wooden or metal beam inside the couch sticking out a little that is causing the tears. I contacted West Elm to find out if they offer repair services. They directed me to Furniture Medic. I contacted Furniture Medic in the state where I live and they said they do not offer repairs for sofa. I contacted West Elm again asking for other recommendations for repair service and also t... read more

K.C. M 

on BBB

3 years ago

West elm has the worst customer service. I ordered a piece of furniture that was supposed to take 10 weeks to be built and delivered, it took over 20 weeks and I was never notified of any updates on the progress of my order. When the order arrived it was a completely wrong piece of furniture, seeing that I ordered an ottoman and received banquette bench. When I called customer service they said they would have to re-order the item which would be Another 10 weeks at minimum. Or I could just take the refund. They offered no he... read more

laura b 

on BBB

3 years ago

Awful experience. I spent many hours trying to get delivery of an order they had already charged me for, with no success. I had to send back a broken, defective product after months of waiting (while they held my $1000). I will never shop At West Elm again. I ordered a bed in February to be delivered in March. Received confirmation of order and estimated delivery date of March 19. Received no other contact from company. Tracking consistently showed a delivery date of late March until I checked in early April and the delivery... read more

Mary G 

on BBB

3 years ago

If I could give 0 stars, I would. I have too many complaints to even begin writing about and have called and spent hours on the phone trying to "sort everything out." Nothing was sorted out. I emailed customer service 3 times... no response back, NOT ONE! They are horrible at pleasing customers and all they said is "I'm sorry." They must train their agents to just keep saying "I'm sorry", while they continue to charge you an arm and a leg for their products and their shipping charges. Such a ripoff!!! You can't even order th... read more

ek e 

on BBB

3 years ago

RUN!!! worst company ever, i will not step foot in this place and writing this review to save all of you the headache. I am still missing my couch i paid thousands for lost in purgotory. i have spoken to 15..... 15!!! different reps who will not send you to management and who are alway busy or away... one manager named Prince ****** respond to my email reussuring to stay in contact through the delays. 2 weeks into it i did not get any answers and no rensonpse to calls/emails. 3 months latter i received a refund check. 7 mont... read more

Julie R 

on BBB

3 years ago

I purchased the **************** sofa, and within 2 years the structural frame members split in two places. When I took the fabric off the bottom of the sofa to look, the framing members that split were made of particle board, not lumber. Neither the manager of the store where I bought it or customer service would do a thing about it. I would think a sofa from Pottery Barn would last more than 2 years, or that they's stand by their product. Neither is true. 

Ellen M 

on BBB

3 years ago

I ordered a bench from West Elm in November of 2020 with an estimated delivery date in mid-December. This date was eventually pushed to late December, early January, late January and then April! I contacted customer support multiple times asking for an update and received unhelpful responses every time. Then, on April 1st, one week before the bench was supposed to be delivered, I checked the website for a status update and my order had been cancelled. No one contacted me to notify me. I contacted customer support once again ... read more

Amy F 

on BBB

3 years ago

I placed an order for a piece of furniture in September 2020 and the order keeps getting delayed...most recently to June 2021. I understand COVID, but this is completely insane. The only thing that’s more insane is that I’ve been trying to cancel this order and get a refund and customer service is saying no. What?!? it’s dishonest and sketchy to sell a piece of furniture, change the delivery date by over 8 months, and then say non cancelable. I will never purchase from west elm again. 

Michelle C 

on BBB

3 years ago

I called customer service regarding a clear mathematical error in the invoice for my purchase from Pottery Barn (i.e., $39.50 product + 8.00 shipping + 3.04 taxes does not = $70.54). I was informed that the $20 difference was due to a recently implemented Hawaii surcharge, which was not disclosed prior to purchase and which did not appear in the invoice (resulting in the apparent mathematical error which prompted my call in the first place). I have purchased from Pottery Barn many times previously without the surcharge and w... read more