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Fatemeh Hadivia Google

3 months ago

Extremely Disappointing Delivery Experience (Online Order) I placed an order online with West Elm on November 9th, 2025, and when scheduling the delivery for December 5th, I explicitly requested a time after 10:00 AM. Despite this, my delivery window was assigned as 8:30 AM to 10:30 AM, forcing me to rearrange my morning commitments. I began monitoring the delivery through the live tracking link at 8:30 AM. At no point did the truck’s location appear anywhere near my address. I cannot tell whether the tracking was inaccurate or if the driver never attempted to deliver. Then, at approximately 8:50 AM, the status abruptly changed to “Delivery Cancelled.” My doorbell never rang at any point during the delivery window. Only afterward did I discover that I had missed several calls from two unknown numbers—three calls at 8:20 AM and one call at 8:38 AM. I called both numbers back immediately but could not reach anyone. When I later noticed a text message from one of these numbers, I replied at 9:30 AM, clearly stating that I was home and waiting. From 8:58 AM until 12:35 PM, I was on the phone with West Elm Customer Service and the delivery hub, speaking with eight different representatives, including a supervisor. Shockingly, it was not until the seventh agent, nearly three hours into this process, that anyone finally informed me that the delivery could not happen today. Until that point, I was repeatedly told to continue waiting, with no accurate or helpful information. When I eventually spoke with the supervisor, she seemed more intent on defending the delivery team than acknowledging the obvious failures in communication and service. Overall, this experience was frustrating, time-consuming, and deeply disappointing. It fell far below the level of professionalism and reliability I expect from West Elm.

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Suzanne Martucci-Gallovia Google

5 months ago

This location is fantastic! The entire team was so incredible from start to finish in helping us find the perfect sofa. So nice to be able to go to a physical store and we’re so glad this location didn’t close. Best customer service, ever! Also, they validate parking for the nearby lot! Can’t recommend them enough.

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Lavanya Mahendranvia Google

10 months ago

I bought a set of West Elm sheets, to be shipped to an address in Mexico. (They pretend they have an international business and were advertising to me.) They sent the top sheet, not the bottom, and when I informed them of the problem they simply ignored me. The sheet set wasn't expensive, but this is corporate America today -- blatant fraud. When I talked to customer service, they said if a customer even mentions the Better Business Bureau then corporate policy is to disconnect the call. LOL. What a shameful company.

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Colleen Cvia Google

about 2 years ago

If you want a sofa lightly used last than more than 3 years, don’t buy from them. Got my Andes sofa for full price during Covid, lightly used, one person household, weigh less than 105lbs. The beam bent and makes squeaky sound. They don’t admit there’s a design flaw. Waited months for them to respond. No repair, exchange or return. Used to be a loyal customer and bought all big furnitures from them. And yes, the side table and lamp you see in the picture are also from them. Very disappointed!

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Sungyong Banvia Google

over 2 years ago

I purchased a table from this store. 4years later this table is broken. I noticed this giant table wiggling. I called the store to ask if they provide and repair service and I was informed that at this point I need to get a carpenter or something to get this repaired. I asked the store manager if I can talk to someone, email pictures ask someone to order specific parts that is missing or broken. She basically said there is nothing she can do about this. Not sure if this is a good customer service. She also appeared to be polite but I could sense her frustration while I was having conversation. Not a pleasant experience and furniture appears to be poorly designed.