Westelm Avis 

Company deserves to be shut down and refused from selling their goods to the public. Unfortunately, I had to give them 1 star but If I could I would give them 0 not that they are deserving of that either.

Their customer service is diabolical and no one in their customer service department is helpful, knowledgeable or infact willing to help with your enquiries. Or capable may I add.

Item arrived in the post damaged and then I requested to return the goods but was informed that no one in the UK was able to return any items by courier due to a problem with their systems. Seems like a poor excuse for a company of this size to not be able to return an item. After waiting 1 hour on the phone someone then advised me that they were still unable to help. Situation is still not resolved and I just hope that in time trust pilot will act on behalf of the customers who have written a review about this dreadful company and work alongside the necessary organisations to shut it down.

How can West Elm continue trading?

They don’t deliver service they deliver a disaster.

Rude female salesperson,really bad attitude.I can only think she disliked her job and wanted to disrupt the company making any money.i decided to take my business elsewhere.

We finally found some office chairs we loved, but several online reviews mentioned the swivel mechanism failing within 18 months. Given the price of the chairs, this was concerning.

To get reassurance, I called West Elm's customer service - unfortunately, this only confirmed our doubts. I explained that we were planning to buy two of the Mid-Century Modern Swivel Office Chairs – Metal Legs (totalling £750) and were worried about the reliability of the swivel mechanism based on customer feedback. I asked if there was any warranty, and was told they only offer a 30-day return policy.

To clarify, I asked: “So if the chair fails after 30 days, you won’t take it back?” I was told again that they only offer 30 days.

I then had to explain the UK Consumer Rights Act 2015, which provides protection for consumers if goods are not of satisfactory quality, fit for purpose, or as described. Within the first 30 days, a full refund is usually available. After that, customers are entitled to a repair or replacement, and a refund if those fail.

After I brought this up, the representative said they might consider a replacement as a “one-off” exception.

This is unacceptable for a company that positions itself as premium. The customer service experience was incredibly poor, not just unhelpful, but also dismissive and uninformed. I only realized how widespread these issues are after checking Trustpilot and seeing similar complaints from other customers.

We were ready to spend £750, but due to this disappointing interaction, we’ll be looking elsewhere. My advice: train your staff in both customer service and UK consumer law - because you just lost a sale.

Ordered a very expensive chest of drawers, paid £129 for delivery… have so far waited more than 6 weeks with 3 failed deliveries so far… when I try to escalate they just punt it to the useless delivery company Wincanton who offer me another slot in 3 weeks time… I’ve called West Elm and they’ve so far been unwilling or incapable of doing anything

What a shambles of a company. I placed an order on Tuesday with dispatch expected the next day ready to recieve by the weekend. Come Friday items have still not been dispatched and there is no update as to when they might be sent. Can't cancel online, web chat doesn't work, and calling customer service got me nowhere. Will never use again.

I have now bought from West Elm twice and both times the products arrived broken. It is difficult to reach customer services and returns take ages. Considering the high prices and delivery fees, the requirement to wait for them to arrange pick-up and then wait for them to receive and inspect the product before they authorise a refund, I will not buy from this company again.

Okay. Ordered a mirror, lasted 2 years before rusting. Complained and received a new one for free.

I have had a terrific experience with west elm. I see a lot of terrible reviews so to clairify I have purchased and ordered all of my items in person in store in both London locations. The customer service is excellent with ordered five pieces of furniture all have come beautifully packaged and undamaged. The delivery has been easy. The customer service has been great and the refund process has been very smooth. Sailing managers have been helpful if I had any small issues and overall it’s been a fantastic experience shopping with them.

The worst company I have ever had to deal with. Would never ever recommend for anyone to use their service and have to deal with their extremely rude and unhelpful customer service team. After two weeks, I am still trying to return an order which was sent incorrect from their side and after daily calls still not a step closer to returning the items and receiving the money owed by them. Absolutely disgusting customer service!!

I normally love West Elm & their items (when you can purchase and take home smaller items in store) but I just made an online order (2 drinks tables + a planter) and the order arrived without 1 of the tables. Customer service has been bad, not yet resolved the issue and I am having to chase them for updates. I was surprised to see the amount of similar reviews on here.
with the same issue with delivery and customer service. Would never use again for items that need to be delivered!

This is turning out to be the most pointless purchases ever. Thought I would treat myself to a nice bath mat even though it was expensive. delivery was estimated between 28th March -2nd April. Got a message saying it's been dispatched after that nothing, no tracking link nothing, (considering delivery cost was £12 you would expect to be able to get a proper tracking link). Impossible to get a hold of customer service with chat only apparently being available from 5am -7pm PST.

I have never dealt with a company as frustrating, incompetent, and misleading as West Elm. If you're considering buying from them, please think twice—this experience has been a year-long nightmare.

The Order (March 2024)

I ordered a made-to-order couch on March 18, 2024 (order #2951018). What followed was a ridiculous, infuriating, and never-ending cycle of delays, miscommunication, and outright lies.

Delivery Disaster #1 (July 2024)

- Four months after ordering, West Elm attempted delivery through Wincanton (3rd party courier).
- They only sent two delivery personnel, despite it being clearly stated that it required a four-person team. The team left with my sofa, without attempting delivery.
- After multiple calls to West Elm and Wincanton customer service, I had to reschedule.

Delivery Disaster #2 (July 2024, Again)

- Again, only two delivery personnel arrived.
- Because the couch didn’t fit in the elevator, they carried it up the stairs—damaging my property in the process.
- They removed the couch from the box and carried it up unprotected.
- Broken light fixtures, scratched walls, and damage to the couch itself from scraping against a metal door frame (they did not bother to repackage the sofa).
- Photo evidence of the damage was sent and West Elm promised a replacement.

The Never-Ending Replacement Saga (July 2024 - Present) Since July, I have been chasing West Elm for months to understand when my replacement would arrive.

- August 2024: They told us October 2024.
- October 2024: That became January 2025.
- January 2025: They suddenly claimed the couch was ready and told us to contact the delivery company.
We called multiple times. The delivery company said they were "trying to reach us," but we had received zero calls or emails.
- March 2025 (1 year anniversary of our order): We called West Elm again—they now said our couch was on backorder (aka out of stock) and wouldn’t be available until July 2025!
- At this point, we just wanted this to be over so we called again to keep the damaged couch at 50% off (a perfectly reasonable request). West Elm refused, noting that, suddenly, the couch is "ready for delivery"?!
- We again request to simply keep the damaged piece at 50% off, ending this saga. Again, they refuse. The most they offer to make this right is 20% off (but only AFTER the damaged sofa has been replaced). I'm a longtime customer—this is my third west elm sofa in a decade—and that's the best you can do?! Clearly no respect for customer time, money, property, or loyalty.

Avoid at all costs!

The countless hours my partner and I have wasted on customer service calls, the constant misinformation, the complete disregard for my time and property—it’s disgraceful. I have honestly never felt so ridiculed by a company. The lies, the back-and-forth, and the fact that one year later, I still don’t have an undamaged couch or a refund? This company is a scam.

Do yourself a favor and AVOID this company at all costs. I honestly wouldn’t wish this ordeal on anyone. And I will never order from West Elm again. (Try Heals or Loaf instead! I've ordered from both and the difference in customer service is profound.)

I am really surprised by the reviews here. Our rug came quickly and exactly as described. We were even given a link to chose a delivery date which was brilliant.

Placed an order for a vase and lamp. The vase arrived smashed and the lamp wasn't as described on the website.

Rang customer service and asked for the lamp and vase to be collected. I'm on the third attempt to get them collected with no success. Customer service keep informing me that UPS will collect but they never turn up.

We come today. And I meet Sze is helping us to find the lamp we look for it. Excellent service and do helpful. Thank you.

Ordered on Feb 18, dispatch date was Feb 21st. 4th March, no update on order tracking, chat customer support "not working". Update 11 March: note that the supplier response that there were "payment issues" is something entirely down to them, and their delay in order fulfilment. It's difficult to understand why their systems did not trigger any proactive communication on their part.

I brought two items online organised the delivery and then got an email saying they sold them at the wrong price and they’ve cancelled the order.

I ordered a light from the website, from a listing which said that the item comprised the metal light fitting and two lampshades. The fitting arrived in one box, and what I assumed were two shades arrived in the other box. Upon fitting, it turns out the shade box only contains one shade, and the website listing must have incorrectly compiled the order as only one shade was included in the order. Spent ages on the phone to customer service in America trying to get them to understand that no, I can't photograph the missing item because it's not there... Sent photos of the things I did receive, and no response 6 days later. I was planning to buy another £600 light but I certainly will not bother now.

DO NOT BUY FROM THEM - they are terribly equipped for D2C orders. Lost my over £700 order and then told me the item was delivered along with my other items (as was stated on my online account). However, it never was and I reported this right away - even though my emails confirmed the item was backordered and not delivered. Two months later I am still trying to get my refund for this item.

The customer service is awful. I have spent over 30 minutes each time speaking with their team members who end up being very unhelpful. So far the four people I have spoken with have told me a refund was happening - only to find out each time I call, it has never been 'escalated' to the support team and thus not refunded. Again, these calls were each about 30-40 minutes long while the customer service team to type out the issues to the support teams.

Furthermore, I had items on backorder that I was trying to get cancelled also - which I was told was cancelled and then refunded - same ordeal - never cancelled, not yet refunded. Unreal.

Again, spare yourself the headache. This company is not equipped to sell here in the UK. They just do not have the systems in place to handle D2C orders - and when there are problems, the customer pays heavily for their mistakes.

Terrible e-commerce experience. Easy returns and good customer service are a basic expectation and West Elm doesn’t provide either.
I ordered two lamps. One is fine. The other is a significantly different colour to what is shown on the website. Returns can only be initiated by calling the helpdesk, there is no online returns process, and this requires the customer to pay for shipping which is extortionate given the size and weight of the package. Customer service on the helpline were unable to help. I would not recommend ordering anything from this company due to the inconvenience it has caused.