westelm.com Reviews
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1.2 / 5
Average user rating
1460
Total reviews
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westelm.com Reviews
Read real experiences from customers of westelm.com.
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Diana
April 1, 2026
DO NOT ORDER FROM #WESTELM
DO NOT ORDER FROM #WESTELM, #POTTERYBARN OR ANY OF THE #WILLIAMS-SONOMA BRAND FAMILY. I have purchased from pottery barn for many years now. Recently, since I trusted the brand, and I ordered the #Harris 87' pullout sofa. HONESTLY I WOULD RATHER SLEEP ON A HARD WOODEN BOARD! IT IS THE MOST UNCOMFORTABLE, STIFF, DEFECTIVE COUCH I HAVE EVER FOUND, SAT ON, OR TRIED TO USE. The pullout piece is broken and defective, and leaves a one inch gap between the couch and the piece that pulls out. Looks cheap, and utterly stupid. The cushion on the couch is no more that 2 inches thick with hard padding. The return on the couch is softer because there is storage space underneath it. One jumping kid and they will go right through it. A MAJOR SAFETY CONCERN.I have called customer service 4 times now. I am not allowed to speak to a supervisor, literally told that. I was also told the GM would not approve a replacement or even a return and a credit - THAT I HAVE TO KEEP IT. AFTER ALL OF THIS I WANT IT REMOVED WITH A FULL REFUND! I TRIED TO BE FLEXIBLE, AND THEIR CUSTOMER SERVICE REP SAID THE QUALITY HAS DROPPED UNFORTUNATELY. THE REP IS CORRECT. ONLY THING LEFT FOR ME TO DO IS TAKE THEM TO SMALL CLAIMS COURT. I HAVE TRIED EMAILING CEO LAURA J. ALBER, TO NO AVAIL.I'M WILLING TO BET THIS WILL GO TO COURT, AND THEY WILL NEED TO RESPOND TO MANY OF US WHO HAVE TRIED TO RETURN SOMETHING DUE TO A SAFETY AND QUALITY ISSUE, AND THEY WILL NEED TO OWN IT.
Jeff
March 25, 2026
Worst delivery experience ever!
Worst delivery experience ever! West Elm was unable to fit the sofa we purcahsed into our elevator and advised that we would have to take the whole thing apart. They left the sofa in the loading area of our building, and we were forced to hire a third-party (at significant added cost) who was able to fit it into our elevator by simply removing the legs and cushions. The incompetence and lack of effort by the West Elm delivery team was beyond belief. To make matters worse, they delivered the wrong rug, installed bed frame legs on backwards, and have refused to fully reimburse me for added costs incurred. Shame on you West Elm!
Carlie
March 24, 2026
West Elm Has Bad Quality Furniture
West Elm doesn't stand behind the quality of their furniture. If you don't report an issue within 30 days, they will not help you. No warranty because they'd be paying customers a lot since their quality is so bad. I've had the wildly expensive bed for less than a year before the drawers stopped staying closed and West Elm told me there's nothing they can do. She told me she didnt know how I was using the drawers, so she couldn't have West Elm fix them. What else would I use them fore except as drawers? Terrible customer service and quality.
Joana Negrao
March 24, 2026
Wonderful service and beautiful…
Wonderful service and beautiful furniture . Excellent service by Trish in Tottenham Court Road
Dan G
March 24, 2026
West Elm has the worst customer service
West Elm, owned by Williams Sonoma, has hands-down the worst Customer Service I’ve ever experienced. After spending thousands of dollars with the company just this year, they refuse to undo an incorrect shipping charge on an item. Contrast this with Perigold. We needed an exchange and the problem was entirely our fault, but the company instantly arranged an exchange at no charge for us. Do not patronize retailers like West Elm.
KW
March 21, 2026
Cirrus Pendant - falling apart
I've just finished an email chain with West Elm regarding the Cirrus Pendant. Mine started to develop cracks at the one year mark and within months has big gaping holes. I requested a full refund as it isn't fit for purpose and I'm out of pocket to replace it and get an electrician to install a new one. Trades are very expensive here and I had planned on this fitting lasting for many years to come. After escalating it to upper management (apparently as high as they will take it) I have been offered a partial refund, which I know is more than some of you got. In my opinion this light fitting is poorly made, not fit for purpose and should be withdrawn from sale on their website. Their attitude to genuine customer complaints leaves a lot to be desired. No surprise to see the company rates 1.1* on Trust Pilot with over 1400 reviews - 93% being 1*. I had planned on updating some of my furniture, and had been in store recently, but will now totally avoid them. So disappointing. Can't believe they aren't concerned about their customer satisfaction and reviews.
customer
March 18, 2026
DO NOT BUY FROM THIS COMPANY
DO NOT BUY FROM THIS COMPANY. The worst customer service, they are taking the piss, charging so much with no help. I placed an order for the Otto media console and some coat hooks paying for delivery and assembly in my home. Despite paying for this service, I am not informed at any point it will not be assembled in home that instead they have outsourced their delivery to a third party who have built it entirely and so it won’t fit though one part of our hallway. The delivery team were incredibly rude and condescending and refused to assembly it in house like I had paid for. After several emails to west elm’s customer service only to find that’s no longer in use I waited on hold to speak to someone. I was then informed that it could be assembled in home some confusion had taken place and they would be redelivering it shortly and that I should call the delivery company to confirm a new delivery date. They delivery company then tell me that can’t offer that service and to call west elm. I call west elm again to find out that they have made notes that they informed me the opposite that it can’t be delivered and that I had requested a return (which I hadn’t, I had made arrangements for a hoist company to deliver it through our window instead). I tell them I haven’t requested a return they say there’s nothing they can do and they can’t give me a refund until they locate the media console. I am now down almost £3,000 with no knowledge of when I will receive my refund. They are despicable and I suggest to never use their services.
James Belling
March 17, 2026
NEVER AGAIN
Led to believe that an item was in stock. Did not mention that it was in stock - IN CHINA.Customer service is no help at canceling order as they claim they have no way to cancel "while in shipment."It should say "We do not care enough about you to cancel this order NOW. Please wait for the product and then ship back to us."
Derek Wratchford
March 13, 2026
West ELM-entary Engineering: $1,300 for a Squeaky Pile of Parts
If you are looking for a $1,300 decorative paperweight that doubles as a safety hazard, then by all means, buy a West Elm recliner. If you actually expect a piece of furniture to last longer than a pair of sneakers, look elsewhere.I invested $1,300 into this chair, expecting "West Elm quality." What I got was a structural disaster. Within five years, this "premium" piece of furniture literally started shedding hardware. Screws have fallen out of the internal frame. I don’t even know where they came from because the build quality is such a labyrinth of cheap shortcuts.The current state of this $1,300 investment:Mechanical Failure: The recliner portion refuses to go all the way back in. It hangs out like a broken limb, ruining the aesthetic and the function.Aural Torture: It squeaks so loudly when you sit down that it sounds like a rusted gate in a windstorm. There is zero "luxury" left in this experience.Zero Durability: For this price point, five years should be the "break-in" period, not the "total collapse" period.The most insulting part? West Elm’s customer service. I contacted them to see if they would stand behind their expensive product, and the response was a resounding "not our problem." They have zero interest in accountability once they have your credit card number.They don't stand behind their products because they know exactly what they’re selling: high-priced fast-furniture dressed up in a fancy catalog. Save your money and your sanity. Buy from a company that actually values its customers and understands the basic principles of furniture engineering. West Elm is a total letdown.
Justin Beutel
March 13, 2026
West Elm did not follow through
West Elm did not follow through. Couch was delayed over 2 months and then it did not fit in my apartment, which I had communicated was on the fifth floor multiple times. The agents showed up unaware of the fifth floor and gave up quickly. No refund. No follow up from customer service even though they said they would. Terrible. Don’t shop here or at any affiliated company.
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