West Elm Reviews

Most of my review is based on in-store shopping where they are quite helpful and we have already bought multiple items. We recently used the on-line store which was good in terms of speedy delivery but at quite premium shipping fees.

Generally, the furniture is really good! I buy a lot from them. Sometimes, it's not the best and their CS team is not great.

This is a follow-up to my last review that wasn't complimentary about West Elm. I managed to find the UPS details so West Elm thankfully tracked the returned parcel and organised sending out the correct items ASAP. I received the package today and it contains the items I ordered. I've ordered from West Elm before and have never had issues with the quality and it appears the bed linen I've ordered is excellent. I think West Elm could improve its communication process when there is a failure e.g. customer receives wrong items. I found it to be very confusing and frustrating, but it wouldn't take much to ensure that all communication touch points provided consistent and timely information to improve the service. I'll definitely be ordering from West Elm again as their products are amazing and I love their designs.

We ordered a beautiful marble coffee table from West Elm. Just after some time I saw the rate on Trustpilot and panicked. I have to say that we got the delivery slot the next day and the table arrived very quickly and nicely packed. It's beautiful and apart of few tiny scratches on metal part I have nothing bad what to say. Overall I'm a happy customer.

Overall I've had a good experience with this company. Sometimes it seems like perhaps the items are style over function, but they do look great and the price is fairly affordable. There was a slight issue with an item of furniture I had delivered, but it was completely resolved by customer service. I'd buy from them again.

So far I've had a good experience with west elm. I've never ordered furniture from them only bedding duvets, pillows, and small home decor items.
A few months ago I ordered a vase and it came with stains on it. They were able to send me a replacement which I was very appreciative of.

Do not purchase from this company. They have horrible shipping delays and they probably say Covid caused it which is absolutely disrespectful of your time. The customer service will never reply I have been waiting patiently to receive my order -for which the charge was taken from my account back in November.
I got my money back not until i report West Elm to a company who filed legal action against them and i got my refund few days ago! you can do the same by sending a mail to 0cybersaint at protonmail...com with your proof only.

Great customer service! Very happy with the delivery and responsive pick up and return.

I have bought three lamps and a rug from West Elm - they are all beautiful, well made, and I love them.
My problem is their UK website - whether I look at it on a tablet or a pc, the site freezes after a couple of minutes browsing. Worse, the site makes my ipad freeze up.

I bought the Delphine Buffet in Feather Gray. It arrived on time and white glove delivery was great. The buffet looks beautiful. I would have given 5 stars but West Elm did not disclose on their website specs that the back of the buffet is particleboard. I needed a low sideboard as it is in front of long windows. I have it pushed right to wall so you can't see the particleboard. It looks great, so I am not returning. But for $1500, there shouldn't be any particleboard and it should have been listed in the specs.

I'd read a TON of awful reviews about West Elm online so I was weary about shopping there. I found out there was a West Elm store in my city so I decided to go in person instead of order online. Seemed safer. I would be able to speak to someone in person and ask about details regarding the product, the shipping, etc.
I think that's always a better option. Unfortunately, not every store we wish to buy from is in our city. I get it.
Anyway, Brandon was really helpful at the store and put my order in, reassuring me of the delivery dates and stuff. He also said that if anything was wrong with the product, to just call and ask for him directly and he'd take care of it.
I ordered a platform bed. The only complaint I have is that several screw holes did not align. And some of the screw holes weren't even holes but small dots where the hole should be. The instructions say, specifically, to NOT use a drill but, I had to.

I love west elm, but....
There are some things people need to know before ordering:
1) When it comes to large furniture - If you cannot physically walk out of the store with it in hand, don't do it. You'll face the same problems as everyone else.
2) Small pieces are fine, because they don't require a 3rd party furniture company to deliver. For example, two weeks ago I ordered two gold metal and glass night stands and two bedside lamps for my bedroom and they arrived via UPS promptly with no delays.
3) I love their bedding and small decor, my house must be at least 50% West Elm items. They are always excellent quality, especially the 'handcrafted' items.
4) If you can, you should go to their outlet. They have 7 or so around the country. When I lived in Philly there was one about an hour-ish away, which was also next to a Pottery Barn outlet and I have gotten furniture from there at MAJOR discounts. And best of all, it's "buy it and take it" style. You see it, you buy it, you carry it out to your car. I once got a $1200 desk for $130. You can get $1000-$1500 couches for $400-$600 all day long. But I've gotten numerous things from the outlet.
But bottom line is don't order anything that requires "white glove service" and anything that is on backorder. If UPS can't deliver it don't do it, and again they CAN deliver smaller furniture items, but otherwise don't buy it if it has to be delivered with a furniture company.
I buy from West Elm all the time for several years now so I hope this advice helps others.