After three months, I have still not received my $771.34 refund for an order. West Elm's failure to complete a simple refund is staggering and unacceptable. Here is the timeline of their incompetence: - Failure 1 (February): The initial electronic refund failed immediately. - Failure 2 (March): Without my permission, they tried to issue an e-merchandise gift card instead of a cash refund, which I had to force them to void. - Failure 3 (April): After I complained and left a poor review, they promised to mail a refund check via USPS. - Failure 4 (May): The first check never arrived. - Failure 5 (May 24): When issuing a replacement check, Customer Care apologized because the first one was voided due to an "incorrect address"--the exact same address they successfully used for the original delivery and order. It has been over 90 days, and I am still fighting for my money. They have failed to process a refund electronically, through a gift card, and through two attempts at mailing a check. Do not trust their customer service or refund process. This experience has been a complete nightmare. read more

I ordered a bedroom set from West Elm. Upon delivery, the dresser was damaged with a gouge on the top. The box with the bed had been opened and the hardware removed. The delivery company left all the bed parts in my bedroom promising that the hardware would be delivered within a few days. 3 weeks later - no sign of the hardware. Now trying to get a refund to use towards another bedroom set and they refuse to issue it until all items are in their warehouse. And, of course it takes days to get a pick up from the delivery company. I would never recommend this company for a major purchase. read more

This location now charges almost $45 to pick up a small rug if you buy it from their store. They've lost their mind. Chose one and had my credit card out, but I cannot support this wild practice. Looking elsewhere until these people regain sanity. read more

These were the Silky TENCEL™ Sheet Set At $149- as they washed the pillow cases color changed and don't match and the fabric pictured is shredding apart. I've had other sheet sets from other companies that have lasted for years with the same use and care. When I spoke with west elm about the quality of the sheets and see if they would offer a replacement, they said they have a 30 day return policy and wouldn't stand behind their product. Highly disappointed in this brand and quality. Horrible customer services experience and they obviously don't care about the quality of product they are selling. read more

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We are disappointed with the quality of the two Portside Outdoor Small Storage Trunks that we ordered from West Elm. The products arrived well packaged, however trying to assemble them was a nightmare. The screws provided to attach the deck tops to the back sides were way undersized and the first two that I tried to screw in snapped off halfway in. Note that holes were not predrilled for these screws! We contacted support at West Elm and explained the situation - providing them with pictures. The support agent promised to contact the manufacturer and have them call us. Nothing ever happened. So, we had to fix the problem ourselves. These outdoor boxes cost $899 each and are supposedly "contract grade". To remove and replace these screws, I had to grind them out with a Dremel, purchase larger screws, drill pilot holes into the deck boxes and install the larger screws with a powered screw driver. To make matters worse, the top surfaces of both boxes have now starting to show yellow staining through their finishes. We will not be purchasing from West Elm in the future due to the poor quality of their products and poor product support! read more

west elm - Note two snapped off screws - bottom left and top right. Also note the small screw provided by the manufacturer at the upper left. - Furniture Stores Near Me - Seattle, Washington

Everyone at the shop provided great service and were so kind. They did " homework" looking for fabrics that would work for my specific situation and got back to me with the details so I didn't have to wait in the shop. Of particular note, Sunni and Angie were especially helpful and helped me pick swatches, find matches with other furniture and actually lift furniture and load into my car. All and all I couldn't be more happy with the service up front. I can't yet comment on quality (except for a night stand which I think is very nice and beautiful quality for the price) or delivery, but I will leave another review when I receive the furniture. I felt the need to leave this because some very old negative reviews were popping up and I think they must have made changes because the customer service is top notch! I hope they stay because it is so important to be able to view your furniture and sit on the sofas before ordering. read more

I got coach and 2 chairs for $1800, after couple month they started making noise and getting unshaped. Very low quality for the. Price.

Purchased the cutest bedding set for my daughter's new room. The stitching on the pillow shams that were $80 mind you were coming undone. The product seems chintzy for the price. Not to mention took three weeks to ship. read more

I ordered custom-sized blackout curtains for $370.00. I understood that they would be non-refundable because of the custom sizing but when I hung them, light comes through. They are "room-darkening" but not blackout. I have other blackout curtains and no light comes through. So essentially, the product was not as described. Customer service would not issue a refund even though the product does not blackout light. Won't be shopping at West Elm or Pottery Barn again, out of principle. Obviously, their vendor does not know the difference between blackout and room darkening. read more

west elm - Not a blackout curtain but sold as that. - Furniture Stores Near Me - Seattle, Washington

The space is so well presented and thoughtfully designed that you walk in thinking you need to model every room in your house after the West Elm catalogue. Truth is, the quality is so low, the price you pay is definitely not worth the heartache. Staff prefer to play on their phones, or chat on the phone (hopefully with customers) than welcome or acknowledge their guests/customers. And you have to seek someone out if you wish to ask Amy questions, even on a weekend, and with only a handful of customers in the store. The sale selection is limited, but decorative items shouldn't cost more than they do once they hit the sale shelves. Go, have a look, be inspired, then shop for something similar elsewhere. read more

West Elm clearly is struggling with consistency of service across their brand. Like many companies, the web/online and delivery services are separate from retail. The CUSTOMER doesn't care about that and shouldn't have to. I have a much-delayed-by-COVID order that I needed to change delivery details on. Going through "Customer Service" and/or "Ryder Last Mile" was a challenging and annoying exercise in futility. I finally called back the Denny Way store in Seattle since I'd spent a butt-load of money there in the past and really like the furniture! The supervisor (?) name Marlon was able to both understand and solve the problem quickly. West Elm needs better across-the-board training on how to treat customers positively and with KNOWLEDGE and OWNERSHIP. Thank you Marlon--West Elm needs more like you and I hope they value you. read more

If I could give 0 stars, I would. I've never been more disappointed in a brand. They gift card system is so flawed. I've had two gift cards sent via mail stolen... and West Elm refuse to take accountability. After the first time it was stolen I requested a digital gift card and the refused & the second time the mailed gift card was stolen they said there was nothing they can do. DO NOT shop at West Elm or any of their partner brands. Customer service is awful. Not worth it. read more

Zero Stars. Nearly 2 months of waiting on a bed, their website said was "In-stock,Ready to Ship". Made too many phone calls, given all sorts of random responses and constant run-around. Order status never changed and the long list of people I spoke to were UNHELPFUL. The date of delivery continued to be pushed further out. Frustrated with waiting and desperate after sleeping on air mattress leaving me with back and hip problems, I GAVE UP!! I went to Kasala Furniture and bought the Alcove Bed. Delived in 1 week!! Tried to CANCEL West Elm order. Customer Service claimed they could not cancel. Called Sarah Garcia delivery/ warehouse / fulfillment person to cancel. She claimed she canceled order on Dec 12. It is now Dec 26 and $1700 plus have not returned to my account. Have called numerous times also emailed with NoResonse. DO NOT SHOP WEST ELM. read more

We were in this weekend looking for shelving and had excellent customer service by Marlon Montes! He was reached out to us for help and was able to place our order and answer all our questions. He made our experience, pleasurable, and easy. You can tell he enjoys his work and his great spirit was contagious. Thank you Marlon read more

If you want to feel ignored, avoided and blatantly overlooked with the worst customer service experience then by all means, come right on down. We came looking for couches and after being greeted by no one and when making direct unavoidable eye contact to try to get assistance and being walked right past only to ask some other guests if they had questions, I feel personally offended at the staff here. I don't know what their problem is, but they certainly have one. read more

I recently purchased an X-shaped dish rack from West Elm's website. It shipped 9 days after I initially placed the order; I don't know that that's normal, to ship more than a week afterwards. (This was my first time ordering from a housewares/furniture store.) It arrived the day I was told that it would, great. My only other issue is that I ordered it in black, and received white. The invoice as well as the order confirmation email both listed the color chosen as black. I did not bother sending it back or calling to complain, because aside from being the wrong color, it came as described and is fully functional. read more

west elm - Dish rack prior to assembly - Furniture Stores Near Me - Seattle, Washington

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You can do better... Very poor post-purchase customer support given their prices. Wish I had taken my business elsewhere and definitely will not be shopping here or at any affiliate locations going forward. read more

This review is more about delivery and customer service than the stores we've been to. A chair we ordered over six months ago says it's ready to ship for a month now. We've called seven times and every time the West Elm rep says "It is 100% ready to ship, but we don't handle that" they then transfer us to their shipping company who EVERY TIME says "I see it's in their warehouse but they have not approved it for shipping". This has been going on for over three weeks. The latest time we called we asked to please not transfer to the shipping company because they will say it's not ready. They instead transferred us four times internally and the call dropped. It feels like West Elm has stolen our money, is holding our chair and will not release it. A very disappointing and terrible customer experience. Suggest shopping at another furniture store. read more

At the moment of posting this review, I am yet to receive this order. It's currently scheduled to be delivered in few days. So this review is not about west elm products, but about the store, specifically the store manager Austin. He went above and beyond to help us. He is fantastic and genuinely cares about his customers. If you were to place order with this store rather than online, rest be assured that they will try their best to rectify. read more

While I love West Elm furniture and practically furnished my whole living room with their stuff, their customer service and online systems are atrocious. Needing to visit the store 3-4 times to purchase a single piece of furniture! Tried to buy the origami medium coffee table online but the system ignored my store credit and was charging me $177.96 more (image attached, why have an online system if it can't do math?). Went to the store physically and had to return later for the pickup. Came back home and found a chip in the table. Now they're asking me to go back to return the table and then return again for the replacement unit, or drive 20 miles out to a different store to do a swap. Guys, do justice to your products by backing it up with better logistics, systems and customer service. Otherwise my money's going elsewhere next time! read more

west elm - Furniture Stores Near Me - Seattle, Washington

If you purchase something in store and they have it on hand awesome. They seem to have some pretty cool things and ideas in their stores. But if they are delivering or you have to pick up at the store prepare yourself for delays. After spending over 2000.00 at two stores I'd say 3/4's of my orders were very late..sometimes up to 4 weeks after purchase. It wasn't until the last delays that I looked them up on Yelp and realized that this seems to be the norm with this company. So many bad reviews. And if you look at their twitter replies it is the same old same old. How does a company exist with such poor performance? Reactive instead of proactive. New customers.... you've been warned. They aren't getting any more of my money. read more

The employees are great, I recommend this store and have always have good experiences.

Really disappointed in the terrible customer service. No transparency and invariably failing to meet dates on the 3 orders we have placed. We waited literally 3 months to have our chairs delivered - and then they were the wrong fabric?! No resolution from customer service... guess I'm waiting another 3 months? .... I like the pieces, but ain't nobody got time for that. Avoid. read more

I was going to write a detailed review about how awful of an experience buying from west elm has been, but after coming to this page, i see that everyone before me as summed it up quite nicely already. So in conclusion if you buy from west elm you will get the joy of experiencing: 1. Having no idea when the items you bought are coming. Are they even coming at all? Who knows - customer service will NEVER answer your questions 2. Nonexistent customer service - seriously, do they have a customer service department? If anyone has ever gotten an answer from them, please do let me know If you're okay with the above or are feeling lucky, then by all means go ahead and buy from them. Otherwise, you can probably get a better deal at wayfair or have a better experience at crate and barrel for just a few more bucks. read more

Shop 'til you drop!!!!!!! I see something new every time I walk in this West Elm which makes me neurotic when I come here. I circle and circle- trying to make sure I dont miss anything I cant live without! Prices here are a little on the high side, although I feel like some things are a good deal compared to other stores of it's type. It's great for holiday shopping (and by great I mean nerve-wracking, but fruitful). I bought BPA-free kids toys, small terrarium glass balls for my garden lover, cheese knives, small tea light jar that I put buttons in, a bathroom tray, ornaments, throw pillows, etc. I'm taking away a star for not having 80% of the things I want online. read more

west elm - Furniture Stores Near Me - Seattle, Washington

It's been over 4 months, you've taken my money, given me the run-around, and I still have nothing to show for it. You canceled my order and reinstated it then promised to refund me the original coupon code amount along with shipping for my troubles. I never received the refund until I called multiple times, then you only refunded me for the original coupon code amount (maybe?) and not the shipping and handling that what suggested by YOUR representative. Each and every time I've called customer service, I've been given the wrong information, lied to, or you just don't have ANY information at all. Where is my order, West Elm? read more

The company as a whole does not provide consistent service. Customers are left to fend for themselves to deal with logistics companies in order to receive the order. It is easy to place the order, but the delivery of the items is one of the worse experiences we encountered. Once you place the order, it seems West Elm (I guess it is under the umbrella of William Sonoma), doesn't hold any responsibility for when and how this item is going to be delivered. Customer needs to call their supplier's logistics provider to track the package and request delivery. If there are any issues, it seems you are stuck on the phone trying to get the item without any definitive time frame of resolution. After they take your phone number and submit the case, respond "someone will reach out to you", but don't provide you with the supervisor's name or time frame, all while I stare at my order online that was supposed to be delivered at the front door 5 days ago, without any updates if my item is back in the warehouse or on the truck or any new delivery date. I would recommend they figure out how Amazon logistics work. In over more than 10 yrs of being with Amazon, I have never had to call logistics to track my package. read more

worst customer service: placed an order online - 2 months later no order arrival, no communication why it was not fulfilled, when contacted - they offer me 25$ off, doubtfully will shop there again read more

DO NOT BUY FROM WEST ELM!!! I purchased a sleeper sectional couch in Oct 2020. I earned a rewards certificate for $175.00. I at one point purchased something else for $56.63 and had a balance of $118.37. When I recently went to purchase something else I was told the rewards EXPIRED! Since they sold the CC from Comenity Bank and now under Capital One they claimed there was nothing they can or will do! So my resolve to this is to NEVER purchase anything from West Elm, Pottery Barn or William Sonoma again and will CANCEL all my Capital Once Credit Cards. This is the worst customer service program out there! read more

West Elm has nicely made furniture. Unfortunately, shipping and knowledgeable customer service are horrible. The rug and padding I ordered was supposed to be delivered before Thanksgiving. It arrived 3 weeks late. Customer service, who were very friendly, provided no explanation for why it was delayed and when it would be delivered. If you order from West Elm, plan on it being delivered very late. It is a very frustrating process, which West Elm needs to fix. read more

This is not a review for the local store but more for the company as a whole. It's a part of Williams Sonoma brands so this retail experience could be more wide spread. I placed an order in late Oct with a 12 week lead-time with the estimated due date at the end of Jan. Fast forward to Jan and they have moved the delivery date to mid Feb/March. Ok, so I heard about the "supply chain challenges" so 4-6 weeks late, I can do that. At the beginning of Feb I'm thinking ok, let's go see where it is in the shipping process, only to find that the date has moved to mid April. (fyi, no notice from the company. I had to look up the order myself.) When I called customer service, I asked, for some level of confidence that it was actually not going to continually moved out. Their answer: "well, its our vendors fault so we can't say what they are going to do". I had to remind them that they select the vendors to include in their portfolio and have to select those that represent their brand. So now it's mid Feb and I checked again (2 weeks after the last surprise!) and now the date is mid July! Really? Cancellation will likely be my next approach. I'd highly recommend shopping elsewhere until there are more positive examples of these systemic issues being rectified. read more

I have been waiting seven months for delivery of a West Elm bookcase. Unexplained delays, contradictory information from call center and e-mail responders. Finally went to a West Elm showroom and my complaint was "escalated" to Premium Customer Service -- whatever that means. This is by far the worst sales experience I have ever had. Ever. Chuck Williams would never have stood for such an operation. read more

I am extremely disappointed. I purchased the Harmony 2-piece sectional from West Elm in June 2021 and it arrived in Oct 2021. After all was said and done, the price tag was over $4,000. Obviously, I am OK with the cost but I expect good quality for that price. The sofa was beautiful when it arrived. The sofa does not get daily use because it is located in our formal living room. There are a few issues - far and away the biggest is that the fabric is pilling badly and is "fuzzy" in the same way a cheap sweater will! It looks terrible. I emailed customer service and was told that 1) the fabric is not warrantied and 2) its supposed to do this and that I need to "shave" the sofa to remove the pilling and fuzz. They offered to send me a "complementary" shaver. If I had known that this was "normal" for the fabric, I would have chosen another. My time is worth something and I paid for quality that I did not get. I chose the Royal Navy Tweed fabric. Just be aware before you buy. The other issue with the sofa is that the cushions sag and need to be fluffed or it looks sloppy. Also, it has a lot of loose pillows that come with the sofa and any time you sit on it all the pillows anywhere near you cascade down so you're getting tumbled with pillows all the time. All in all, this sofa requires a lot of maintenance to keep it looking good. If you have the time and inclination to do this, great, it's the sofa for you. I picked up a $1200 sectional from Costco at the same time for our TV room which we use daily and it's wearing very well. I wish I had just gotten two from Costco. I can't believe I am stuck with this ridiculous piece of junk. I will never, ever, ever shop at West Elm again. read more

I ordered a set of nice place settings--plates, bowls, cups, and silverware. The experience while shopping and ordering at the store was fine. However, when you want to return, the experience is completely different. Part of my order was not in stock locally and needed to be shipped to my home. When the plates arrived, half of the plates did not match the others or the rest of the matching items that I ordered. I tried THREE times to have replacement plates shipped, but they kept sending the same defective plates again and again. The staff and manager were rude and condescending, like their incompetence was somehow my fault. read more

I waited 7 months for the Emerson expandable table and a big piece of wood chipped off of it in less than a month. It's been a month or more of getting the run around. I'm very disappointed in its quality and customer service read more

The Seattle location is just a hair better than Bellevue, but by not much and that's not a good thing (check out my Bellevue review). Hopefully 1 out of every 5 visits you'll find someone friendly and willing to help. It's kind of like finding more fries at the bottom of your McDonald's bag. At west elm, it's a rare surprise when get good service and attention given the price of their stuff. I don't understand why being friendly to your consumers is such a hard concept for west elm. read more

Worst experience post-purchase. We have been waiting for over two months for our order to come in. Each time we called West Elm customer service, we were told completely different things about where our order is. Sometimes, we were told the sofa is ready to be delivered and we were transferred to Ryder Last Mile who told us that they have nothing in the warehouse. An absolute cluster-fuck of an experience that involved being on hold for hours on end and conflicting information. Never buying from West Elm again. read more

This review is for send sales. I call this store with ridiculous requests all the time - most recently for some sale toffee that my husband fell in love with and my local stores were all sold out. Anna came to my rescue and found 12 tins - I joked that my savings on this candy will probably be exceeded by the related dental bill but cest la vie! Not only do they listen, but they also ship quickly and confirm every detail. When I'm considering the service I get in most CA stores, I am happy to call on WE Seattle and have my items shipped. Good job guys :) read more

I love west elm even if I very rarely buy anything here. A lot of the furniture seems overpriced so I would wait for sales. They have a lot of cute home goods like these succulent plants you can put around the home, plates, cups, frames, etc. everything here is very clean cut. read more

I ordered some outdoor furniture (a two sofa set, plus cushions and covers) on July 4. According to West Elm's website, the furniture was in stock and would arrive in a week or two -- plenty of time to enjoy the furniture for the rest of the summer, right? Wrong. When the shipment arrived, an entire sofa was missing. The delivery guys (Ryder Last Mile ) didn't have any useful information; they just didn't get one of the sofas. I called West Elm's "customer service," and they didn't know anything either. Worse yet, after spending about an hour on the phone, the agent refused to take responsibility for figuring out what was going on and told me I would need to call back again later to sort it out. Another hour-long call and a follow-up email the next day, and somebody finally sorted it out, it seemed! I got a replacement order number and confirmation that the sofa would be delivered in August. Okay, not great, but stuff happens, right? We'll still have a few weeks of summer left by the time we have the complete set. Fast forward a few weeks, and I realized West Elm hadn't reached out to update me on the order or schedule delivery. So I called. That replacement order number? Invalid. No record of a replacement order. Another hour on the phone, being driven nuts by their awful and repetitive hold music, and I'm told they'll look into it and give me a call with status. Next day I got another email telling me a replacement order had been placed, now with a delivery date in late September. No call, no explanation, no apology. So basically, we bought new furniture only to let it weather outside for almost a year before we can really use it? No thanks. This isn't the first online order West Elm has completely screwed up for us. But it will be the last. Come get your stuff West Elm; I don't want it. But first, I guess I have to listen to another hour of your hold music while you figure out how to refund my money (currently 40 minutes and counting . . . ) read more