Their expensive patio furniture cushions have bleached so badly it is an embarrassment. The cushions were gray and are now an ugly whitish green. We stored the furniture during inclement weather and through the winter. What a sham.

RachelF18

ohio

Was looking for accessories for my modern home. Found exactly what I was looking for and more. Wonderful customer service certainly will return when my accessories change from Winter to Spring. ordered bedding online as it was not available in store.

Abbey1

Northville Michigan

The customer service at the City Creek location in Salt Lake City, UT is horrible. Sales Associates don't acknowledge the customers and when asked for help the associates seem put out. The associates are not great at educating customers on products. The customer service center isn't any better. Stay clear off West Elm.

DefineDecor

Salt Lake City, UT

I ordered a couch using a gift card. It would not fit up the stairs. I contacted a couch cutting service and wanted to reorder the couch to be delivered there. They told me I had to wait for the gift card to be mailed to me (7-10 business days). Called 1 week later and return hadn't been processed but they told me I could simply reorder without waiting for the gift card. Emailed the address and contact information for the cutting company and did not hear back. Emailed 2 more times within 6 days and got no response. Placed a phone order. Spoke Mitchell, a manager, who promised to oversee the order and have it delivered by Oct 17. 6 days later got an email to schedule delivery between Oct 26 and Nov 3. Called and spoke to another manager who promised to call me when warehouse was open. Never did. Next day spoke to a third manager who never contacted me. Emailed customer service with a detailed description of my experience and 2 days later got a generic response with no indication of how or when they would rectify the situation. Missed my couch cutting appointment. Now can't get my couch until Nov. 3.

elizabeth11

boston, ma

We purchased this table along with 6 chairs and a matching bench about a year and a half ago. We also purchased and used the matching WE cover. After just 18 months, the table has fallen apart. The table top is warped and the removable leaf will no longer fit into the table. The internal sliding rails that allow the table to expand/contract are warped and won't let the table open/close without extreme effort. The metal hardware is all rusted. This is a serious design and manufacturing flaw. The wood itself is not weathproofed or rot resistant. West Elm relies on a rubbery painted coating to weatherproof the table, but they don't coat the sides of the table top slats or the sliding pieces that allow the table to operate. This means those pieces warp and rot, making the table useless. I contacted WE about this table and they said they don't cover any defects after 9 months and that given "the extreme weather in the DC area" we should have brought the table inside and stored it during winter and bad weather. Who has room to store an extra 10' outdoor table with chairs and bench inside?

SeanDC

Wash. DC

I ordered a dining table and six chairs that were delivered on time. I thought about this purchase carefully as I have two children and wanted something that was durable and could easily be cleaned, so I got the Jensen table - which is a piece of glass on legs of an open style wooden A frame. After having the table a few months the top was pretty scratched, and now having the table a year the glass has chipped. I was told by customer service that this normal wear and tear and there was nothing they could do. I expected more from a dining table - certainly not to have to replace it so quickly. Who replaces their dining table after a year? I will never order furniture from West Elm again. The chairs haven't held up well either. I am so disappointed- what a waste of money.

CepNY

Long Island, NY

West Elm furniture can be hit or miss. Their customer service, however, always sucks. I ordered a $2,000 sofa and waited 8 weeks for delivery. The day before it was scheduled to be delivered, the transit company called me and said that the sofa was missing its legs. A $2,000 sofa with missing legs. I mean, doesn't this company inspect its allegedly "Made in America" furniture? The delivery company had already called West Elm who told them to deliver it anyway and they would send me the legs 2 months later. I thought they were joking. Nope, 2 months. I've received things from China in 2 weeks! I called West Elm and they offered no apology or faster shipment, but they did offer 3 solutions. 1) accept delivery and wait 2 months for the legs. No express delivery. 2) Reorder the entire sofa, and wait 8-12 weeks. 3) Cancel the order. I chose option 3. The delivery company didn't get the word and knocked on my door in the morning. I kid you not, the delivery driver worked harder to get me to accept delivery than West Elm did. He assured me that the legs would be delivered much sooner and that they had put on "dummy" legs that would lift the sofa off the floor. I almost accepted it, but then I remembered that I had paid $2,000 for the sofa, plus $100 for white glove delivery, plus almost $200 in shipping and handling and waited 8 weeks for a sofa with no legs from a company that couldn't care less. I refused delivery, and I'm done with West Elm. I highly recommend Article as an alternative. Excellent customer service!

PostcardsftEdge

Portland, OR

Web site sucks and so does the customer service! The customer service people sound like they just woke up!

ConniA

IThaca NY

Had a terrible experience with West Elm. My daughter was delivered half a sectional sofa - because the other half was the wrong color. It took over 3 months to get this wrong order and now to correct the order it is going to take another 3 months or more. Very hard to get through and deal with customer service and when people say they are going to call back, they don't. Save yourself the hassle and order furniture from a company that is reputable.

DebbiKE

Huntington Station, NY

I have always loved West Elm but I ordered all my furniture from them. I was told by Matt in Atlanta that I would order the Hamilton 2-piece leather sectional on Thursday and to drive down Saturday and he would apply his discount because the sale would no longer be going on. Once I drove there the couch had been discontinued and he couldn't do anything after I had sold EVERYTHING in my house. I agreed to just the couch, kitchen table, chairs and a coffee table. They charged two additional couches to my credit card that I didn't order; when I noticed I had been ensured they were canceled. It was until I was on vacation trying to use my card had it been maxed out my West Elm because the couches in fact had NOT been canceled. It took weeks to get the money back because I didn't have an order number because I never ordered them. Then my couch and chairs (which were left on my porch for delivery and anyone could have taken) I called to ask for my other furniture they had no idea about. FINALLY, scheduled it and they never showed THREE times. They offered me a pathetic $200 gift card like I'd ever buy from them again. I'm currently sitting on hold two months later trying to find why once again my furniture did not show once again today. Worst customer service and business management I have ever seen.

BetsySJ

Chattanooga,TN