west elm

Edit: 9 months and still no bed. This is the worst experience Ive ever had. We ordered a bed 8 months ago and still dont have it. Customer service has been no help. I have been told at least 5 times that someone will reach out to me. No one has ever contacted me from this company. This was supposed to be a reputable business. I have yet to see that. At this point I have emailed the CEO as well as other executives. No word from anyone. Not an apology, not an offer to fix it, not an offer to compensate. Nothing. I keep being told some version of, wait for it to arrive and then we can talk about helping you. SERIOUSLY?! Its been 8 months. How much longer do I have to wait? This is the worst treatment Ive ever received from any company ever.
Mar 16th, 2024

What I've learned about West Elm over the past few years (post pandemic): they seem to have developed some serious production, quality control, and scheduling problems. We never had any issues with items we purchased from West Elm "prior" to the initial covid outbreak. Nowadays, if you order anything online from this company, it seems you only have a 50/50 chance of actually getting the item. If you do get lucky and they don't cancel your order for some reason, the item you actually receive may not meet your expectations (or be as described) as shown on their website. We have found that the best thing you can do if you truly want anything from West Elm is to just go to their local store. Both Caitlin and April (store mgr) at this location went above & beyond to help us out with our purchase and item returns. They followed up with any delivery and scheduling questions we had. Thank you again to them and the other staff for helping make our experience with west elm more enjoyable.
Feb 3rd, 2024

I've ordered online before, but no more! I love the atmosphere, great staff, and beautiful items to choose from!
Jan 24th, 2024

I haven't met a single person at West Elm that I haven't liked. Everyone is so helpful and friendly. Be sure to check out the free design services that make visualizing and purchasing a breeze. The attitude of the staff trickles down from the top, so after meeting the store manager, April, I wasn't surprised why everyone there was so great. She is wonderful, and it was a pleasure working with her and her staff.
Jan 16th, 2024

The sales people in the store are lovely and pleasant and wonderful to work with. The experience changes after youve actually placed an order. We ordered a table in the middle of October so that it would be here by Thanksgiving. The delivery date was between October 30th and November 13th. We heard absolutely nothing from the company about the table, no updates, no contact, radio silence. When I called to check on progress on November 3rd, I was reassured that it would definitely be here by the 13th and someone would be in touch within 2 business days. When I called on November 14th to check on it, I was bounced back and forth between customer service and the delivery warehouse and an hour later, no one knew where my table was or when it was going to show up but they would be in touch within 2 business days. When I called again on the 17th, two and a half hours of bouncing between customer service members resulted in the same information - they dont know where my table is, or when its going to show up. Frustrated, I asked what happens if I cancel the order and was told they would refund the cost of the table, but not the cost of delivery and not to worry because someone would be in touch within two business days. Here we are on the 22nd and a phone call to customer service has resulted in the same information; they dont know where my table is, or when its going to show up, despite the fact that their website says its in stock and ready to deliver. This time, theyre going to call me back today, but I dont have great hopes.
Dec 2nd, 2023