west elm

Unfortunately no accountability for any errors whatsoever. There was barely any inventory to see their couches in person (in any of their stores). Despite this, we made a purchase in person to help a physical store make a sale. Sadly, we ordered a size in-store and noticed that when the e-mail confirmation went through that the size on the confirmation e-mail was incorrect. We were reassured by a sales associate that the size we ordered in-store is what would arrive. Months pass and we get the delivery notification stating the wrong size as it turns out the couch size we ordered in store never existed!

There has been no accountability whatsoever from the West Elm team on this or any assistance given this error. They're unable to discuss any compensation or discounts given this is not the couch we had intended to order. We were also told the order would be put on hold until we can confirm the couch would fit within our space - but even so we got a notification that the order would be delivered so we still had to cancel the delivery ourselves.

While the furniture looks beautiful, there's no way to judge the quality before purchasing and there's no accountability or support whatsoever after errors have been made.

Save yourself a million headaches. Buy from someone else. It's too bad since I really do like the product, but every time I've ordered from them, there has been an issue. Customer service doesn't seem to be able to support much. Most recently, two lights I ordered were cancelled without my knowledge (even after a phone call confirming the order). I only found out when checking the delivery status. Now lights would be 1 month out to reorder. I'll never shop at West Elm again - it's just too difficult.

It’s time to force the government to step in and punish these companies for duping costumers into buying defective products while delaying. Time to force them to credit customers affected by delays over 30 days. They say they will ship but they wait for more orders to probably only pay once or twice a year to ship garbage from China. This is the new trend by some companies. The delivery dates are lies, and the practice needs to be banned! Do better! Get ready for class action lawsuits and bankruptcy!

Customer service is beyond poor. My ordered totalled over $7000 and I was treated poorly after I was told that the Anton table I ordered would arrive in 2 weeks and not the 5 months that was printed on my order. I specifically mentioned that I would not order if I had to wait that long. I love their stuff but would not buy from them again.

Edit 2: While my sofa and dining table delivered were crooked and damaged, respectively, Parneet and the store manager, I reached out to tried to work on resolutions.

Products, when not damaged, are 5
Team is 5
White Glove Delivery is 5
Inventory manager is 2
Quality control (sofa and dining table as mentioned) is 2
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Edit 1: The products I have received so far seem reasonable. However, my beds delivery date has been moved to Sept. Wow. Moving this to 1* from 3*.
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I've spent A LOT OF time, money, and energy here over the past 4 months as I am furnishing my new place from scratch.

After a lot of deliberation, I decided to go with West Elm, mainly because the designer Parneet was helpful, but given the issues with inventory and extremely poor customer service otherwise, I doubt if I made the right choice.

Great looking store, great products (of what I've seen so far), the designer Parneet has been helpful on the design side and on the post order follow-up/issues/hassle. And I'd give those 4.5/5.

However, their inventory management and policies are absolutely berserk. 0/5.

I ordered 6 dining chairs, and they sent 2 wrong ones. Then, they ran out of my original order. Their policies ask I return the chair first for them to order new chairs. And what do I use until then? Thankfully, Parneet was able to help.

They left a very heavy coffee table, that was White Glove, and had to be delivered and assembled at the door.

My bed that was ordered in Jan was scheduled for April, and now it won't come until June. Crazy.

Again, decent product, good designer, and extremely bad inventory management and policies.

I did buy some stuff from CB2, and that had almost no hiccups.

Do Not order from here. I have been waiting. 19 months a sofa. 19 months! I was patient due the covid. I've always been polite to staff They can't find it and will not give me a refund. I've called and called amd they have no answers and do not care. It's allmost fraud. Definately negligence. DO NOT order from them.

The WORST customer service experience. We ordered two bedroom sets from West Elm Toronto. At the time of buying, they told us 1 month timeline for delivery.it was a lie.one YEAR went by and we didn't get the furniture after multiple followups. When we finally got our furniture, two side tables were damaged inside the packaging.i. E.they were packed damaged.the box was completely fine. So the wait for replacement tables began again.few more months went by and still west elm had no idea for delivery. We finally ended up calling their delivery company to ask if they know anything. Turns out the delivery company had replacement side tables all along and were waiting to hear from West Elm. More than the delay, West Elm's lack of care and zero effort to help throughout the process was appalling. NEVER EVER AGAIN.btw, we bought furniture from EQ3 and Article around the same time and no issues with them. West Elm was just especially bad. We now finally have everything and feel like we have PTSD from dealing with West Elm.

The worst customer experience ever. False advertising as customers look at estimated delivery and pick up dates online when placing the order to then wait for months and months without any communication as to what is happening with their order. The estimated delivery/pick up time then keeps on changing every 2 weeks on their website. How can a company like West Elm not know for months if they will have supply delays. How can there be supply delay every 15 days for over a year? That is ridiculous! They operate based on providing a false sense of expectation - one that is different in reality vs what is advertised on their website. Never buy from them. Consumer affairs should take legal action against them.

The only reason this place is getting 1 star is because 0 is not possible.
Just do yourself a favor and avoid this place at all cost - from ordering to delivery, we were promised a 2 month time frame and were delivered our bed 9 months after. We were ready to move on and forget only to have our bed break within the first 3 months - so not only their services are bad but they are also effectively charging ridiculously high prices for cheaply made products.

Horrible customer service - We bought a coffee table and two weeks later price dropped and customer service refused to give us price match. We also bought wall art that came in with defects, we called customer service and got replacement but the replacement had different defects again. We repeated this process three times and eventually had to keep one that had the least imperfection.

This review is specific to the delivery experience of their products. This was single handedly the worst customer experience of my life. My nightstands were sent mid August, and received in Canada Post on August 30th (where it got stuck), and after countless phone calls and emails to West Elm, I received my nightstands on October 13th.

While the nightstands that arrived are nice, I would absolutely never order from them online again, and strongly caution against ordering from them.

First of all, when you are purchasing from a well-known brand at this level, you expect to receive your order in a PERFECT condition, without any tiny damage! Because you’re paying a lot more money compare to other stores only because of the brand NAME!
I purchased a dining table back in March 2022, and received it in July. There were some cracks and other damages at the back of the table top and I called them right away. They said we will replace it for you. A month later, which is now, in August they delivered the new one and I can still see some cracks at the back of the table top. I don’t have time to call them again and wait for long time to get another one to replace it and who knows how it will come next time!
My second problem is extremely high delivery charge which is nothing special. I have purchased furniture from other stores like Mobilia and paid less than half price for white gloves delivery.
Long story short, in my experience, West Elm is only a name and that is the only reason they’re too expensive. It was my first purchase with them and will be the last one, too!

I guess I should’ve read the reviews online before pursuing from their online store. Their shipping timelines are atrocious. They have a 160 items in stock and still haven’t shipped my item one month after the purchase date. Please be cautious before you purchase anything online.

Without a doubt the worst online customer services I have ever received. Not only did they get my name completely wrong (twice) after I typed it out for them but they also were so unhelpful and useless. I asked if there was a specific fabric for a chair I wanted to order as I could see if was shown in that fabric but was unable to choose it as an option so decided to ask if it was available. They initially told me yes it was a available in that fabric and when I asked if they could order it for me because I couldn’t see it on my end they said “oh sorry, it’s not available then. ” why even say yes in the first place? ! A serious look at the customer service department is needed because what’s the point of having it is they don’t even do their job?

Place is so garbage with customer service ill actually be happy they hear it down & build a condo….

Terrible customer service. They changed their shipping terms after the order was placed and now expect me to cover an additional $300 for shipping. I tried to speak with a manager about this and the agent just left me on mute and didn’t put me through as they said they were going to.

I don't know what the staff at West Elm Liberty Village go through on a daily basis to make them so defensive and argumentative during a simple customer service interaction. I called to clear up if I had gotten the right price (after being told two prices in the store and seeing two online) and the salesperson was patronizing, demeaning, dismissive and refused to own up to their mistake. "If you don't like the price then you can return it. " "Well go ahead and order it online then. " Sheesh, way to darken someone's day.

I love my purchase though, and the staff in the customer pickup area were great! Sadly, because of the way I was treated I won't feel comfortable stepping into this store again. Hopefully the staff can get the salaries and time off they need to stay chill.

Ordered sofa May 23 rd, was supposed to be in stock. July 8th first delivery, broken sofa, need to be returned. August 15th, second delivery, half a sofa, mislabeled the box instead of a sofa inside the box they delivered side tables? ! So now we have half a sectional in our living room, and hopefully the third delivery, October 23rd, they will deliver the rest of it? ! Very disappointed. Used to love WestElm, have ordered quite a few things, but honestly this last order is beyond disappointment. The customer service only says, we are very sorry, nothing we can do. 5 months to get an in stock sofa.: (hopefully third time is the charm? Not holding my breath.

Horrible customer service and delivery. Still waiting for my bed 3 months after its 'estimated' date.

I’ve tried to come here numerous times now after work. Their doors are always locked 15 min before their closing time. I will knock on the door and ask staff to let me in, I’ll show them my phone with the time and then the girl at the front door will always gives me an “x” sign with her arms through the class? Not even sure what this means but apparently it means she wants to leave early. Disappointing. Knew what I wanted to pick up at store, would have taken 10 minutes m. Obviously a bad experience.

Bought a $6,000 Harmony sectional couch, paid full price for delivery and instalment. It promptly broke where the chassis and main couch connect. It's been a month since I called customer service, and I've followed up three times with the store as well to get a repair done.

Finally someone comes up with a solution which is to wait three months for a new chassis to be delivered while my couch is in pieces. They say that "have nobody who can fix it".

The fix would take me under 5 mins with a screw driver to fix, but then my warranty is junked.

That a highly priced store like this can't get something as basic as a repair like this done is a sad joke. Don't shop here.

VERY POOR customer service, been waiting for over 3 months, no estimated time of delivery, they are not sorry, and do not do shipping refund which is 300$, Unbelievable.

It doesn't matter what brands or quality you have if your service is bad. I DO not recommend anyone buying.

I have never been so disappointed as I was with my online experience with West Elm Canada. They cancelled our order after six months (one week before delivery) and accused us of causing the cancellation. We had already spoken to them several times on the phone so had recordings where they guaranteed that our order would not be cancelled. When we had them listen to recordings of their calls with us, they acknowledged that someone had guaranteed delivery but offered no apology and could not get us our table back. We decided to buy from Article and had an amazing experience.

I wish I read these review prior to purchasing from West Elm. My experience has been such a headache. They refused to honour a discount code after I had been misinformed by their own customer service representative. The miscommunication between them their $300 per delivery service is awful. My table arrived broken and I was told they had more in stock, then was told the tables in stock were all broken, then received an email that a replacement order had been placed without any notification. At the same time, I also had a voicemail indicating that if i want to keep the very broken marble table they would refund me 15%. How bout nooo! I had requested a call back by a manger to share my experience and I had to re-request it bc they sent a replacement and thought that would keep me content. Whether they honour the discount code or not, they will be hearing my feedback. If they don't adjust their level of customer service and processes.they will continue to lose clients. When you're paying for a quality product that should include attention to detail and customer support as well. I will be sharing my experience with all of my own friends, family and clients when they me ask where to shop /where not to shop.

Do not shop here. Ordered an item May 24th, item was indicated to be ‘Ready to Ship’ Delivery window was June 17th-July 7th, a fair bit of time but I was willing to wait. As time passed and the delivery window began to close, i checked the tracking and found the delivery window was pushed back without explanation. A couple of weeks later I checked the tracking and there had still been no movement and the window was pushed back again. No explanation, no apology. I called customer service and they informed me that the item is in fact back ordered, and that many items online which are listed as ‘ready to ship’ are indeed back ordered, and they have no clue as to when it will be back in-stock.

With such a poor business model, and even worse customer service, I will gladly take my business elsewhere.

Very poor customer service. They do not delivery the furniture within the estimate dates. They also said that it happens and they have customers waiting for 9 months already. They are not even sorry.
This is unacceptable, I bought a sofa-bed with two months advance as I had my family visiting and ended up having to buy another bed as the sofa is already 4 months delayed (and not even close to being delivered).
I'll ask for my money back, but if I was aware of this I wouldn't even have bought the sofa with them in the first place.

Worse service I have ever experienced.
I placed an order back in Nov 2021 for several things. They gave me dates for each item and some are already 4 months late but they have charged me and invoiced me 100%. Go anywhere but to West Elm. In addition, one of the things that did arrive (night stand) was broken and I had to take it back to the store. No matter what you do, I strongly recommend finding other options and be careful because they are part of Williams - Sonoma Group.

I definitively won't buy West Elm anymore. I'm still waiting for chairs and it's been 7 months.
After several calls and email, I still don't have a proper information regarding delivery date or even if I will receive them one day -
It's unacceptable for this price range.
I don't recommend West Elm for furniture

I want to share my terrible online shopping experience with West elm!
I found a deal for office chair on March 11. I placed an order and paid by PayPal. Surprisingly, I noticed that the shipment is more than the chair’s price. I called the customer service on March 13. They told me the shipment was settled so they couldn’t cancel it any more. I accepted it because it was my fault that didn’t notice the shipping fee, although it is not fair to charge the customer 1.5 times the price of the product for shipping! As I will describe below, this shipment was not reliable at all.
So I bought an item two months a ago, and I paid for it right away. I received a confirmation email which says the delivery is on April 19 and the estimated time is between 5 to 25 April.
It means they needed one and half months for a small item to be delivered. If I had purchased something from China or other overseas country I would have definitely received it very soon by such a price for shipping.
On April 19, I didn’t receive anything so I sent an email. I got an automatic email that indicated I would receive response within 48 hours. On April 21 I sent another email to them and inquired a response.
On April 25, still there was no delivery, no response.
On April 26, I called customer service, the worst scenario happened that day. The representative told us as the 20 days window for delivery was an estimate, and we have to wait and if we were interested we could call and track our item by ourselves.
This was my first shopping experience with West elm. I have purchased all my furnitures online and based on my previous experience I was really satisfied with online shopping.
Now, West elm ruined my online shopping experience! The company was irresponsible, the customer service was terrible and moreover, they charge you huge money (about 360$) for the shipping that takes several months to deliver.
I wish I had read all these reviews before I placed my order! It seems this kind of practice is a routine for West elm.

Similar to the reviews posted, the customer service is atrocious. I ordered a vanity 9 months ago, followed up 4x (although each time CS advised the manager would call me back - Andrew) I still have not received a call. Each time they advised there was a delay, until my most recent follow up, it has been discontinued. I have already paid for the product and shipping 9 months ago. If I didn’t consistently follow up I would not have been reimbursed and informed. Disappointed to say the least.

Poor service, terrible staff. Staff is rude, won't help you with your order updates or details.

Worst customer service I have ever experienced! I will never shop with them again. I was on the phone for 1 hour requesting to speak with a manager and they refuse to speak with me. They say I have to email international customer service, which I've done, and they will only communicate via email. The rug I ordered, and have been waiting on for 2 months, is now $200 less + tax, and they will not honour the price.

Online ordering has been a disaster. After waiting months for my rug, it was only after I called several times that I was told it was lost and no longer available. The lights I ordered were also lost, but replaced after another months long wait. All the while the company had already charge my credit card.

Absolutely terrible customer service and product. Purchased a 1K bistro table that was used a handful of times and the side fully cracked off. (Claims to be for residential and commerical use, but didn't last for even 4 months with only less than ten times using it). Defective product, and unhelpful customer service team. Key learning - don't throw away your money by purchasing their products. What a farce and a sham!

Unfortunately, our coffee table arrived damaged. This is after it was backordered for a month despite showing as "ready to ship".

So far, West Elm is failing on the customer service options to fix this. Will take up to a week for a proper customer service call. Buyer beware.

Extremely disappointing on-line shopping experience. Could be close to a month before we finally receive delivery. No reply to my email inquiry so I called instead, to be informed that there were delays to my order. Delays are understandable, but the lack of transparency is concerning. Further, being charged shipping on such a high cost item is very disappointing in this day and age - everywhere has free shipping.esp considering there is a West Elm location literally 4 min walk from my home. Charged shipping + huge delays + no communication = Sad Customer

EDIT: I called to cancel my order and asked for a full refund but they still wanted to charge me 50% of the delivery fee, for NOTHING to be delivered. Please, just avoid this place and save yourself the hassle.

Do yourself a huge favour by not purchasing from West Elm. They will cancel your order without any explanation. I bought a couch and a coffee table on Black Friday. A few weeks later, received an email notifying me that my order has been updated, and I saw that the coffee table has been released for shipment. No words on the couch. Then I saw a charge on my credit card for the coffee table and delivery fee. Gave them a call and only then they told me that the couch is not going to be shipped, even though the couch (Haven Loft) is listed as IN stock on the Canadian website. So by deciding to go with West Elm I missed out on Black Friday deals from other brands and further delays. In short, buy only items that they have in their warehouse for pickup, DO NOT buy anything from them even if they're listed as IN STOCK.

TERRIBLE ONLINE EXPERIENCE - Avoid buying online, even if it's just small items. There is no way to track your order or get shipping updates and customer service will do anything possible to avoid your questions.

I would like to sum up the terrible events and service that has been done to me. I paid for a new table and delivery and it was damaged on arrival.

I requested originally for a new replacement table and then decided later on I wanted a different table instead but the inconsistent instructions on how to get that new table with my refund and return has been a horrible experience.

Order of events:

19: 17 November 25 – Spoke with Agent for 53 minutes, issue not resolved as the agent had the agent hung up and did not have a callback or any email to confirm even though I gave my order number.

9: 26 November 26 – Called again, 19 minutes, agent advised and confirmed the Purolator label would be shipped/take a few days to issue, they will pick it up.

16: 38 November 26 – I called to ask about getting a different more expensive table instead but was advised that the table has to be returned first. Once the table is returned, I was advised to call before the new replacement table was shipped out in order to get the refund instead.

12: 15 December 2 – the damaged table was picked up by Purolator

10: 45 December 3 – 51 minutes on the phone I was advised the table was already shipped out for “December 3” and I was shocked because I was shocked at how quick and early that was. Then I was told it would be arriving Dec 6. That it is now too late to receive a refund since the table is already being shipped. I was waiting for over 30 minutes only to be told that I cannot get a new Purolator label for pick up since it is not over 50 lbs, but they were only able to pick up the original table since it was damaged. I do not drive.

I was misinformed by your agents. As a result, I am now expected to have to physically bring a table back when its been notated that:

1. I do not drive

2. I wanted a new table (more expensive one mind you) and this apparently not notated by your agent that I wanted a new table instead but your company decided to send the new replacement table anyway without notice/consulting my file.

3. Time was wasted when we could’ve saved each other times if I was given the proper information and instructions first, yet the inconsistencies of this experience has been appalling to say the least.

You have tainted this been a horrible experience and this must be made known because of your lack of support and inconsistent knowledge from your agents and policies. I will be sure and make known that this company, has failed products and customer service.

Horrible customer service at this location. Every time I’ve gone in the staff are unfriendly and have an air that you are bothering them for being there. I went in to exchange something today and received attitude from the employee I spoke with right from the moment I said hello. They were not helpful, not friendly and rude. I walked out and went to the Yonge & Eglinton location who helped me out and were lovely.

If you’re in Toronto, go to Yonge & Eg West Elm instead! It’s a bigger location too

DO NOT ORDER FROM WEST ELM ONLINE! If I could leave no stars I would. What company nowadays doesn't believe in sending updates when items have shipped? I was given a delivery window of early November and items started shipping in early October to my new home that is not yet occupied. When I contacted customer service they were nothing short of incompetent. One representative told me a completely different story that the items hadn't shipped when in fact, they had. I was hung up on twice, and left on hold for close to 20 mins. I now have two items that are missing because they were left on the doorstep of a vacant home. I was also charged $350 for "White Glove" delivery service (this was the ONLY option). When I called to inquire about my items the customer service representative informed me that they were being shipped via CANADA POST which in reality should have cost no more then $75. She said it was because of a "glitch" in the system and that I could take it up with the IT department. TOTAL SCAM! Stay away from this company, there are far better options -Article (free delivery), Rove Concepts, Sundays Furniture, to name a few. In the end I ended up refunding my whole order.

Horrible experiences here all around. I ordered baskets online, they were "in stock" but then the receipt indicated that they wouldn't be shipped for three month. In store, associates aren't even able to check the status of my order (and generally were unpleasant to deal with). After 3 months I get prompted to call because there is a problem with payment. The problem is actually just that it has been too long and they need my card number again. THEN, the associate I spoke with did not actually process the order with the card number, so my order was just cancelled and cannot be re-activated. All around an awful experience with this company. They don't deserve your consideration or your money.

So far my shopping experience with west elm has been terrible - counter stools I bought were impossible to assemble and wobbly. A 5x8 rug I attempted to purchase wanted to charge $300+ on delivery. Customer service is completely unhelpful as well.

Horrible Experience with ordering online and even worse customer service!

I purchased a significant amount of furniture online with West Elm for my new property. After receiving the order confirmation I called West Elm several times to confirm that they would not ship any furniture to the property as I would not receive possession of the home until the next month. One week later my real estate agent receives a call that the furniture arrived at the home and the current owners do not know what to do with the furniture. I then call West Elms customer service and receive zero assistance on the matter and no solution as to what to do with the shipped furniture. The least they could have done was offered to pick up the furniture and store it as per my original order request. I love the furniture at West Elm but will never buy here again because of the poor service.

Worst experience ever.
Online review!
I made an order then emailed them to cancel it before getting any update and they said.
Too bad. We can't cancel an order.and if you want to return it wait to we ship it then you can return it and cover cost of shipping both ways.

Plus tried to say it's non refundable till I argued back and said I confirmed with their support TWICE before ordering if it's refundable.

Order is still pending but they won't be of any help.
Then the stupid number they give to call.won't work. It puts you on hold then disconnects.

Horrible service. DON'T BUY FROM THEM

This review is not related to store staff as they are amazing.

But think before you buy large piece furniture from west elm.

I bought a cabinet last July and this week I noticed a crack. Contacted customer service for a replacement. They told me to pack it and purolator will come and pick it up. Now I gotta find a box that’s big enough and I need to figure out how to wrap this up. New cabinet will not be shipped until this is received by their warehouse. I guess I will lay all my stuff on the floor while I wait for the replacement.

I once had issue with a wood table bought from EQ3, their driver dropped off the new table and took the broken one away in the same trip.

Wish I could say the customer service was better but it’s extremely disappointing. We bought the Henry Sleeper Couch from West Elm and the bottom cushions are ripping at the zippers and the back cushions are beginning to flop without the ability to unzipper and fix. Not the type of quality that I expected from West Elm. The twill fabric has always had a pilling issue. I’ve attempted to follow up with the store through email as the online customer service cannot offer any support for an order from a store.

Edit - Zero stars!
Buyer beware! I’m extremely disappointed in West Elm. I purchased bedroom furniture in May and still have not received most of the items with nothing but stock customer service answers when I call or email. I am continuously told that the matter is being escalated, but it never is. I’m told I’ll receive a response in a week, and a week later there will either be no call or email, or yet another stock customer service response that the matter is being looked into.
I paid a very hefty delivery fee for white glove service, so my furniture would be delivered and set up. Yet the night tables arrived mysteriously one day by Canada Post, were dropped on my porch, and I had to lug them into my house. Now they sit in my living room because the bed and dresser I ordered still have not arrived, and I have no idea if they ever will. I have asked for a delivery date and if one cannot be provided for my money to be returned on more than one occasion, and have received no response.
I am out a lot of money with no furniture in return. Do not buy from West Elm unless you want to spend thousands of dollars and never receive your goods! I would give zero stars if I could.
I am fully aware that there is a worldwide pandemic right now, and therefore I was very patient for the first 4 months. Now I’m heading into month 6 without my furniture. That’s half a year and that is unacceptable.
FINALLY received my furniture in November. One side table came with a chip and a scratch. They sent a replacement in December, again by Canada Post. Packaging was pristine, but the nightstand looked like it fell down 3 flights of stairs. Way worse than the one being replaced! I called and emailed pictures. Someone was supposed to call me a week ago to rectify it. No call, not even and email.

Do not buy from this establishment. Ordered a 36” wall mirror from them eight weeks ago. Mirror finally arrived two weeks ago. Unpacked it, it was totally smashed. Called their version of “customer service” (horrid experience). They told me to pack it all up, wait for a return label, they would send another. Did that. Two weeks later, another arrives. We unpacked it, went to take it out of the box. It was also smashed. But this time part of the mirror fell away and cut my ankle open. Called them again. Their attitude is “no big deal”. Told me to pack it all back up and wait for.my return label. $380.00 and eight weeks later and I have packed up their junk twice, gone through the return process and endured their horrid customer return service. Look elsewhere. There are much better vendors than this fly by night over priced retailer.
Jim Dunn

Purchased a couch a month and a half ago, and have received ZERO updates from West Elm. My wife and I have called multiple times and are constantly being told that we will have a status update within 48 hours, if we do not receive an update we should call them back. This seems like there is zero ownership from West Elm's part and all is on the customer. We have spent a considerable amount of money with this company with nothing to show for it other than needing to make a new phone call every 48hours.

I will never buy from this company again and would implore all thinking of purchasing from West Elm to go somewhere else with bester customer service and a better warehouse.

Impossible to get on the phone and every more impossible to speak to someone in person at the physical location. As I was writing the note, the store agent in Toronto picked up the phone after 5 minutes of it ringing and immediately hung up. Terrible customer service would be an understatement. Beautiful furniture.however too bad no one will let me buy it.

I wish I had read these reviews as well. I have ordered a number of products over the last few months, some of which have arrived, some have never arrived, have been inexplicably cancelled by the company after waiting for several weeks, or have arrived broken. When my last order of stools arrived broken, I was on hold for 45 minutes to get a waybill for pickup, when the courier came, it was pointed out that I was given the wrong waybill, so I called again to get this corrected. It took an hour on the phone to get the correct waybill after much argument with the rep. I ended up cancelling my bedroom furniture because it had been delayed again and again with no guarantee of delivery and I just don’t trust that if there is an issue that customer service will be there to help. CB2 on the other hand, had been great to work with. Save your money and order from cb2 instead!

Never posted a review before but feel like I need to after my experience with West Elm customer service. We ordered a product in September, were told it would originally be in stock mid-October. In mid-October, we called and were told it would now be in stock early November. Early November we called again to resolve a payment issue and were also told at this point that we would only be charged for the product once it was ready to be shipped. When we saw the charge for the product come through on our credit card, we were hopeful! We emailed to see if we could get some tracking details (they don't usually give these to you unless requested) and a few minutes later received an email saying our order had been cancelled. I immediately called their customer service line to see what the issue was and after a good hour on hold, was told that the item was never back in stock, but it would be tomorrow, so I would need to call back then and order it again, which makes no sense when I had already made the order and been charged for the item. Whatever. I requested written confirmation that I would be getting a refund for the order, seeing as I never should have been charged for it if it was never in stock, but received no response. After another email asking for more information, I received a generic apology from a nameless customer service rep which basically recounted my situation back to me. I decided to give them the benefit of the doubt and wait the 7-10 business days to receive my refund. That brings us to today when I call the customer service line again and find out that the money charged to my credit card wasn't a "hard charge" on their side and would "fall off" my card in 14 days, so no refund would be issued, despite being told that there would be. What? I'm now speaking to my bank to get the charges reversed as this seems like the only option. This has been a maddening experience, I've never experienced anything like it. This company stole money from me, that's what they did, and now they're making it very difficult for me to get that money back. I know their products are nice, but it might be safer to shop elsewhere.

Terrible customer service. Ordered an item that took over 5 months to arrive. The same item is repeatedly listed in stock and on sale online. Customer service repeatedly pushed my delivery date back and would not even give me the sale price. Service team promised compensation for the trouble that does not even equate to the sale price. They never followed through with actually crediting the compensation and are now ignoring emails and calls. Would leave negative stars as possible.

I ordered a $5000 custom couch from west elm over 5 months ago, that was supposed to be delivered after 6 weeks. THAT THEY LOST! No tracking, no information and we've had to spend over 10 hours on the phone now getting updates and their customer service knows nothing. Absolutely disgusting service

Almost 5 months for a duvet to be delivered even when the website constantly says in stock. Canned customer service answers who are unable to help.

Was going to purchase two couches but after meeting Samuel I was so put off by his lack of customer service I’ve decided to go elsewhere.

What a wasteful company. I saw Emerald Lustre curtains in store I LOVED so I went online to purchase. Completed my purchase and I was never sent a ship notification. Takes 2 days for each incorrect response from customer service to come in (wrong tracking number, incorrect arrival date etc it's clearly offshore). THEN the package was returned to sender due to 'processing error' which I have to reach out to them AGAIN and wait 2 more days requesting the package resent. Then I was told the product is no longer available (It's still on the website to buy so be careful) but the package was returned and signed for! I've asked why they cannot just resend the box.but I'll have to wait another 2 days. The only reason they can't resend it is if they do not resell returned items and they dispose of them in the garbage.

Purchased a rug on their website and waited a month- it did not come. I called them and was told the rug they sold me is out of stock and i wont be receiving it for TWO MONTHS. This company is ridiculously over priced, the customer service is HORRENDOUS and I will not be wasting my money there ever again. Beware that if you purchase products from their site they apparently reserve the right to sell you things that are not in stock without warning you first. There was NO indication on my order that the product I ordered was not in stock and that I would wait months for it.

Great modern design furniture. I have some quality issue with sofa. I contacted Nicole and her manager Katherine never get back to me.

Spent 45 minutes with their agent on phone to buy a planter and finally gave up without buying. The lady was completely clueless and keep making mistakes without realizing it. It was awful. I’m never going to buy from these guys. Says a lot about their service.

The products here are very lovely but the service is terrible. We tried to order a chair in and each time we talked with a staff member we were given a different story about if the chair was in stock/where the chair was/if they could ship it, etc. Extremely frustrating to buy things here.

Ordered 6 chairs and 4 arrived and they have no explanation of what happened to the other 2. I’ve asked for a replacement order they realized it’s out of stock so now I’m short 2 chairs really wanted 6 for our dining table. They have no more and now I’ve been waiting 3 weeks for a refund for the missing chairs I’ve called every week for the last 3 weeks I get the same answer and still no refund

Delivery is terrible - especially disappointing for a high-end retailer. They don't tell you the date it's coming - just when it ships. When you call it's not the correct date. Purolator tried to deliver on a different day and when I wasn't home took it to a depot - despite me trying to reschedule delivery. Why am I paying for delivery if I'm doing a pick up? Very disappointing. Won't be ordering from them again.

Had the most bizarre experience with a sales associate - or perhaps not particularly bizarre given all the other reviews about substandard customer service. We were seeking a decorative piece for above our fireplace and had a pretty good idea of what we wanted. The (rather pretentious) sales associate made it VERY clear to us that he didn't like it and tried his best to talk us out of buying it. Such an unpleasant shopping experience.

I like their furniture and shop at West Elm a lot but their web site needs a lot of work. It’s still insecure and they never call you when your order is ready for pick up at the store. They really need to up their game like EQ3 or CB2

$80 for me to go to their store and pick up something that they sell but don't have it stock? After I tried to call them 3 times to get the item on sale but no one picked up the phone. When I do get a hold of someone I sit on hold for 3 minutes. I literally thought the phone had been disconnected. Horrible customer service. Do not recommend!

Terrible customer service. Nobody seems really interested in helping you. Product quality is also poor for the price point. There are much better places to spend your money in the city.

Had a difficult time getting a hold of the store by phone so when I visited the store in person I was pleasantly surprised by Mark's excellent customer service while making a return. Flipped my opinion of the organization right around. Thanks Mark!

My favorite place to buy home accessories and furniture. They are a bit pricey but is definitely worth it!

Ordered a marble table which I was told would take 4-6 weeks. After checking in on the arrival date every so often, I called 8 weeks in to inquire about it and was told only half the pieces were at the location but they could ship the other half from another location. I finally received my table. After asking management about what happened they said they would get back to me. I waited about a week before dropping by and asking again. They said they were busy and would get back to me / to email them later. After emailing them I haven’t heard anything back 5 days later. It has since been a few weeks and no response or explanation from West Elm. The table itself is great but the dates and customer service has been quite lacking. I’ll probably stick to other places like CB2 or Rove Concepts from now on.

Always great new stuff, reasonable prices, and the staff are super friendly. Usually a steal or two in the sale section, too!

Don't waste your time here. After missing out on other sales to purchase through them, they cancelled my big order and never gave me a reason why. I called head office and the the liberty village location and 3 different people told me they were going to get back to me and never did. The first two were floor representatives and the last was a "manager" who promised she would get me some answers. I am not surprised the representatives didn't call me back now because its apparent that leadership doesn't care either. Customer service is super poor and I will never return - much better places in Toronto than West Elm.

Two star service. Clearly wanted to purchase an item in the store. Woman helping me went to check for the item. Never came back to tell me if she found one in the back and I found her doing other things around the store. Never asked me if I wanted to order one, or offer me any service of checking another store.
Now I know why online orders are taking over. A store with a high price point as this you would think customer service would be up to par.