Westelm Avis 1 174

Ordered bookends to click and collect in Tottenham Court Road store. Day before collection they rang and said they were damaged and so not to collect. Stock was not due for three months but I was not in a rush and I appreciated them calling before I turned up there so I asked to keep the order.
Following week I was called by someone in their office who said the order had been unfulfilled for too long and he was going to cancel it. I specifically told him I had agreed that I would hold on to the order, but he didn't;t listen to a word I was saying, ended the call with "I will refund" and put the phone down. The money did go back on my card.
I called the store again to explain the situation and asked them to reinstate the order which they agreed to do.
I called again a further three times as this had not been done and eventually asked to speak to a manager. Each time they tried to get me off the phone saying a manager was not available and to call back.
Eventually I was able to eave my number for a call back, which has never come. I have chased numerous times but still they refuse to call me back. Stock has now come back in but at double the price I originally paid, which I suspect is the reason all along.

West Elm is a dishonest company whose staff lie for an easy life. Avoid avoid avoid.

Outstanding service from the sales representative Florentin Guertner at West Elm. He was professional, knowledgeable, patient, and genuinely cared about helping me make the right choice. His dedication and attention to detail made the entire experience seamless and enjoyable. A true credit to the company—thank you for going above and beyond.

I wish I checked reviews before I placed an order. I have always admired Westelm products and finally placed an order upon purchasing my first home. The order and delivery process has been awful. The customer service has been shocking. Agents being rude, making remarks, dropping calls on you, not picking up again. I raised a complaint about this and was brushed off. If they promise a callback, do not expect one. This company has no customer service to protect buyers, would not purchase again.

Abdolutely USELESS AND INCAPABLE customer service and delivery.
I ordered a sofa which was very delayed tk arrive and ehen it arrived the deliveru eprson said they couldn't bring it upstairs because even though the sofa fits in our staircase, the package didn't !! We had measured the staircase to make sure the sofa fits and no one from West Elm told us the dimensions of the package would be different. Delivery person refused to remove package to bring sofa upstairs and asked us to ask West Elm to arrsnge another date for delivery.
West Elm costumer service is vompletely non existent and useless. They email address for customer service is not working. Their live chst is not worling. You can only call. I cslled two times, answered by two women the acxent of whom was making it impossible to understand what they said. They were both extremely rude and didn't want to do their job to arrange for a new delivery asap. The second one got really aggressive as well asking me what do I mean when I say that this is urgent as I go on holdiays, thst she can't help and wanted to hung up and stopped talking completely and not answering.
I have no idea when the sofa is going to arrive and I am going on holidays in 1 days time.
Absolutely disgusting and disgraceful. They seem to employ the most useless delivery and customer service people. If you have zero skills don't get a job and waste prople's time. And what about shutting down your shop if you can't handle your legal obligations as a seller. Never bying anything else again from here, the place is a scam.
Order no. 3360543.

Edit as reply to their response: I have reolied to this via email and chased and their customer services is still not responding!!!!
TO EVERYONE:
PLEASE DON'T BUY ANYTHING FROM THEM. THEY ARE NIT RESPONDING WHILE TKAING YOUR MONEY AND LEAVING YOU WITHOUT FURNITURE.

Sent item that looks absolutely nothing like the images both visually and quality wise. Images have been heavily edited to make the product appear rustic and high quality but the item I actually received looks absolutely nothing like it.

The quality of paintwork is extremely poor among many other issues.

Was told the case would be escalated and I would hear back in a couple of days.

I had to repeatedly chase them via live chat only to be told weeks later my request for a return on the basis of significantly not as described was without merit and that I need to pay for the return.

I will be initiating a chargeback as this is unacceptable.

Bought an expensive lamp shade (in the high end commercial section) from them that hangs in our front room. Paper frayed so we called to ask for a replacement. Only response was "you can buy a new one from us". Shocking.

I am writing regarding my order 3339540.

The delivery attempt took place on 1st May, however the delivery was unsuccessful. Because the delivery team did only send two people to complete the delivery and they could not carry the sofa via stairs. I have to mention that the sofa will not fit into the lift as expected because it's a large 3 seated sofa. But we never had any issue with the rest of our furniture delivery via stairs. Recently, Bo concept successfully delivered a larger sofa via stairs to our apartment.

A few days after unsuccessful delivery date, I called customer service to follow up on updated delivery date and they informed me that the order had been cancelled. However, it has now been over two weeks and I still have not received any email about cancellation, nor have I received any confirmation regarding whether the refund has actually been issued.
I would also like to express my dissatisfaction with the handling of this situation. The cancellation was not initiated by us, but resulted from a failed delivery on your side, and the order was cancelled without our approval. Despite this, I am still waiting for my refund with no clear communication.

Failed Rescheduled Delivery and No Confidence in Fulfilment – Order #3352478

Order #3352478

Extremely disappointing delivery experience with West Elm UK.

I have previously purchased from West Elm, which makes this experience even more frustrating. Unfortunately, after this, I will not be ordering from them again.

My original UPS delivery was scheduled for Tuesday, however I proactively rescheduled it to Wednesday as I knew I would not be home on the original date.

I then stayed at home throughout the entire agreed delivery window on Wednesday, but the parcel never arrived. UPS later updated the tracking to state that they were “actively working to get” a new delivery date, meaning there is now no confirmed delivery date at all.

The most frustrating part is that customers contract with West Elm, not UPS, yet the experience feels completely outsourced with very little accountability or reassurance.

After waiting in all day and still not receiving the item, I no longer have confidence that the order will arrive reliably and have requested cancellation and a full refund.

For a premium retailer charging delivery fees, this level of service is simply not acceptable.

We visited the Tottenham Court store twice to look for a new sofa. The two floors are beautifully laid out with furniture and accessories in a way that gives you ideas and many choices. Both times we were helped by Rutuja who was excellent in giving advice and ideas. While we were looking at a sofa she went off and came back with all the measurements and fabric samples for us. Nothing was too much trouble and she was very knowledgeable. We ordered the Jake sofa and Auden swivel chair. Both arrived within two weeks and we are delighted with them. Great delivery team too. The Jake sofa has one long base cushion and this makes such a difference with the comfort as three people can sit on it without someone sitting on the cushion join area. It looks very stylish too. We will definitely be shopping there again and can highly recommend.

I’ve been very disappointed with West Elm’s customer service while trying to arrange a return for chairs purchased online.

Over the past several days, I have attempted to contact the company through every channel provided, without success. The live chat on the website is consistently unavailable and simply states that no agents are available. The customer service email address included in the order confirmation appears not to function at all, as messages are returned undelivered. I have also called repeatedly during the published opening hours and, despite reaching the automated system, have been unable to speak to anyone.

I would appreciate being contacted promptly to arrange the return and refund process for my order (3349183). I have made several reasonable attempts to resolve this directly with West Elm, and if I continue to receive no response, I will have little option but to seek assistance from my bank in resolving the matter.

Ordered two viv swivel chairs in the sales. West elm then added an additional clearance discount on top after I had ordered. Contacted customer service which is as many reviews state hard to get through to via chat. But with no issue at all they refunded the difference and dealt with everything swiftly and professionally. Many thanks to Clara for her help :)

Unbelievably unhelpful customer service, and I've not even placed an order yet! Does West Elm want my business? The online chat, cut me off by the agent leaving unnanounced moments after their last message which said 'I'm just looking into this for further remedies', and then they were gone and I was left with 'agent has left the chat'. The chat wouldn't reconnect me - I tried to reconnect 3 times and it said 'agents are not available, try again later' (do I have to start all over again....) and then I tried customer service email addresses which I've tried 2 addresses and both bounce back. I'm simply trying to place an order taking up an offer which was sent to me 2 days ago (I've been trying since 1 hour after I received the offer email). Should I just give up???.... On top of that, the advertised hours of the live chat is contradictory, with 2 different end times advertised across the email bounceback (18:00) and the chatbot saying 17:00 for live agents.

Brilliant service from the Westfield West Elm team. Ewan was super helpful when I phoned in to the store to ask for photos of furniture on the shop floor placed next to eachother. Then later that day in store, Florentin took great care of us while we made our final selection together and placed a couple of complex orders. The comms & aftercare from Florentin has also been great. Such great customer experience from this team. And thrilled with our new furniture.

Ordered an item to collect in store only to be told 2 days later that the item is not actually available. The email said that the order was cancelled but made no mention of a refund. Phoned customer service to a polite but otherwise clueless agent. Complete waste of time. West Elm is unbelievably bad, I can’t believe it exists as a company. Also ordered a second item (coffee table) for which they charged an unbelievable £79 for delivery. Completely mad.

Update: I was contacted by the West Elm store at White City by Florentine. He was very helpful and managed to secure my order despite the central customer service agents saying it was out of stock. The customer service from the actual store staff was far better, thank you.

I live in Bristol but I visit London on a regular monthly shopping spree
I’ve bought and dealt with West Elm White City for numerous products but have been looking for a large light for my Landing / stairs project and so have been speaking to Florentin he is so professional and very knowledgeable about products and an asset to your Company

Order no.3332833
The item delivered in time but the brass top of the coffee table has some black spots where the metal looks corroded / chipped.
Emailed customer service and got the automatic reply saying the only way to contact them is by phone call. Called and waited 10 minutes in line. Eventually connected and I explained the issue, gave the order no.
The person then fell silent . I started recording the call as I waited there for another 10 minutes with no word apart from the occasional "hmmm" or "there seems to be a technical problem".
Not sure how to reach anyone now. Do we complain on social media to get the attention needed?
Thanks.

Update on 5th May 2026;
Called again and managed to talk to the same person who agreed for the return. UPS picked it up and a new item delivered eventually. New one is not damaged, in good shape and I like it.
I do feel that the Trustpilot review was a reason for action on their behalf and it should not have been that way.

Failed to deliver a curtain rail - still waiting 4 weeks since order date. No correspondance and almost impossible to get a response from anyone. Have no idea if it will ever arrive, and am c£150 down on the transaction

Saga continues - still no sign of said curtain rail. Ordered 4 weeks ago and no sign of it. To be fair some interaction with the customer service team but keep telling me to go and collect from a drop off point that doesnt have the order.

Thank you for your reply West Elm. You are correct. However the parcel has not been delivered and the pick up location (who i use regularly for more reputable companies) have not tecieved the package. Therefor we are back at square one.

I like west elm designs but unfortunately the quality is poor and CS is bad. I recently bought many items from west elm for my new home. I bought the Terrazzo Drum Garden Round Side Table for outdoors and after 2 months ( was not sat on or used at all) of sitting on its own outside the surface stated to peel and chip off. I contacted CS and they ignored my email. I also bought a chest drawer in natural oak wood and the colour/paint on one of the drawers oddly fainted compared to other drawers. I did not even bother calling CS again as I knew no body will reply and it seems most negative reviews are related to CS.

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 and it’s back at their warehouse. 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.