Westelm Avis 

Would give 0 if I could.
Took my money, never delivered the items and customer service won’t reply to any emails. Wont answer the phone. Silence. Theyve stolen from me.
Still yet to receieve updates or replies a month later.

Massively over priced tat that breaks and then no after sale car whatsoever

DISGUSTING COMPANY!

West Elm held onto my money for 6 months (despite me returning an item less than 10 days after buying it). No care for customers and just the worst company I have ever experienced. PLEASE DON'T BUY ANYTHING FROM THIS TERRIBLE COMPANY!

I ordered some plates and shelves unfortunately because I didn't see the reviews before :-(
My story goes like this:
- Didn't receive any infos about the delivery timing
- on Wednesday morning I receive an email by UPS saying that a delivery happened on Tuesday at 10.10 but that the items were returned
- BUT I was home on Tuesday morning and nobody rang the bell...so this is strange.
- I call customer service and am told that the items were refunded during the weekend (?)
- They ask me to add my card details on my profile online so the refund can happen. I think this is strange but go on the website and cannot find where I am meant to add my card details. Person on the line cannot help me / guide me through
- I am told to check my bank account because refunds happen after 7-10 days. And if no refund is there, to call them again.

I never leave bad reviews but please just avoid this company, the furniture looks very pretty but from my experience...it's not delivered! I am waiting on a second order, let's see what happens with that one. The customer service employee who was helping me was polite but didn't help me / did not have answers to my questions. Don't waste your time.

I ordered the tall chest of drawers Mid Century 5 drawer, bought from John Lewis. Firstly I had to have about 8 of them delivered as they were all faulty. It varied from deep scratches, to drawers not being level and marks. Eventually I got one. Now forgive pun, the biggest draw back is that the drawers don't come out!!! So when something falls down the back you can't get it out. Who does this, what totally idiotic designer thought this a good idea? I have another chest of drawers that has a catch you can twist to remove drawers or fix them, Why could't they do that. Similiar if not cheaper brand and solid wood. Unbelievable & when I rang to find out how I can get drawers out, customer service told me to ring the Tottenham Court Rd store, which I did, when I was cut off the person did not ring back so I rang in again to be told they were with a customer, Yeah I bet !! Just didn't want to deal with the problem, she said a number of people had rung up about this as you can not get your clothing back.!!! Nice design but form is supposed to follow function and drawers need to be able to come out.

In answer to their (bot?) reply - they are the parent company, the supplier, design faults are down to them, not John Lewis who just sold them, don't now. What a totally useless reply

Day of delivery item never arrived, I chased and was told that it was out of stock for three months. No communication. I was on hold for hours trying to resolve this with no luck. I would avoid at all costs. Awful experience.

Ordered a bed online, the system was happy to charge my card, but the order appears as cancelled and no refund is apparent. Let’s see what customer services says. Order number 2839347, though system seems to generate those freely.

Update in view of response:
Unfortunately not an authorisation, the cash has been deducted, it’s a debit card not a credit card. The order was appearing as cancelled for a good 30 minutes, now it isn’t visible, but as an IT specialist I’m sure it’s just that your software isn’t showing it. Unfortunately I will now have to wait 14 days and raise as an issue through my card provider. I really wanted this bed and will have to consider if I will risk a further order.

I'm not shocked to see the number of poor review here. Similar story. Poor quality product arrived damaged, return still ongoing. UPS shipment generated with no label or collection issued. I've chased multiple times by email. Over the phone I was told to open a UPS online account or call to arrange collection with label myself. (Anyone who has tried this with UPS knows this isn't an quick and easy process).

This was my first purchase from West Elm and I assumed they've had their online offering down given their more premium high street presence, but it seems they're really falling short here. Very unimpressed.
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UPDATE 11/09/2023
No UPS label has been sent to me despite what support have responded with below. I'm just received a tracking code. Even after requesting the label via email. I'm told that UPS will deliver the label I'm not available to collect. (I'm doubtful) It's not easy to reschedule collections without calling helplines, highlighting my whole point. Reverse logistics with West Elm are poorly handled and it's not a convenient process. I can't use a retailer like this. It's poorly designed and lazy.

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UPDATE 14/09/2023
I was at home all day for collection but no driver arrived. No label was left. The saga continues. I don't understand how a company that generates UPS tracking codes is unable to generate labels. This is a standard API feature any ecommerce company get integrate with. West Elmis also unable to provide a return address for self return which I'm not sure if technically legal. This is likely to result in a charge back at this stage.

Where is our bed? The worst experience I have ever had. Delivery company refused to deliver to our building and lied to West Elm, claiming it was due to a road closure. Now we still have no bed and are being asked to pay extra for re-delivery. My partner and I have already lost thousands in income due to taking time off work to be home for the delivery. Now we are dealing with constant back and forth between West Elm and the delivery company. The worst customer service I have ever received!

I would echo all the other reviews here. I bought (at considerable expense) a mirrored cabinet for my bathroom. The product arrived and there was a small dent in the metallic frame of the mirror. I thought nothing of this until a large crack in the glass appeared (originating from the dent) a few days after the mirror had been installed in the bathroom. West Elm have so far been singularly unhelpful. Whilst they have responded to emails (albeit on US time, so progress is very slow), they simply keep repeating their policy which is to insist on the return of the item before providing the replacement. Although I have tried explaining that this would cause me considerable additional expense (since I would have to get a builder to remove and then, separately, reinstall the cabinet) they have been completely inflexible. It defies believe that they are absolutely incapable of responding in a practical manner, especially given that their defective product is the cause of all of the problems here. I would absolutely NOT purchase anything from them again. As others have said, the customer service is shocking given this is a well-known brand.

Just a shocking company. I bought a coffee table and it arrived completely faulty. The most basic of faults…a leg wouldn’t insert into the base.

Customer service simply couldn’t have been more unhelpful. They have zero updates on the return that had been organised, and in the end I felt that it was my fault for wasting their time.

Whatever you do, go to the likes of John Lewis instead. Not worth your time or money.

I ordered a mirror and it arrived damaged. After more than a dozen emails with customer services they've offered me a partial refund — but only if I call them to provide my credit card details. I've now spent more than two hours total on hold to the phone number they've provided with no one ever taking my call. From the sounds of it, this shocking level of customer service is a regular problem.

what a nightmare this company! Unfortunately stuck with them as I bought few things and now buying matching stuff but if you need to return anything, you can forget about it.. Customer services are a nightmare.. They have no clue what they are doing and how their system works.. They issued a refund to an old inactive closed credit card and they do NOTHING about it. I had to call the old bank to get my money back.. And guess what! they dont even want to compensate! Stay away from west elm

2nd edition after the reply from west elm: I cannot believe they even tell the world that they have all the rights to keep my card in your systems and even the card is closed and inactive, they think they can issue a refund to an inactive card and they do NOTHING about this and they think they they are right! what an arrogance and what a scam.. I will certainly sought some legal advice as this is against GDPR keeping my card details against my will to start with!
and please be advised that that closed/inactive credit card was NOT used for this purchase that the refund issued! thats an old card used for another purchase years ago and you kept in my files without my consent for years! this is against any current GDPR rules.

DO NOT BUY - WORST DELIVERY WORST SERVICE AND OVERPRICED

I purchased the white silhouette marble brass dinner table in April 2020 through John Lewis, as soon as I saw the table I felt in love with it, because it looked lovely and beautiful and I thought it will last me forever as new as I look after my stuff and also considering the price I was paying I thought the quality was very good and I will never imagine that a table like that could start to get darker in colour for nothing, I live on my own and I have other side and coffee white marble tables with brass and all my furniture are very light pink so everything is delicate in my flat and I do look after all of them, however now the table is grey in one side and it is starting to get grey in the other side, I have made a complain but obviously my table is out of guarantee and JL just apologise to me and said that West End said I just need to clean it with soft clothe and a bit of water which is exactly I have been cleaning my table, so now I am stuck with this faulty dinner table, and it doesn’t look as lovely as it was before so I am not sure why is the reason the table started to go darker and I am very upset with myself as I should have complained earlier when I first saw the dark shade started as it is growing with time. Unfortunately I can’t upload the pictures as I can’t see an option to do it!

Dear West Elms Customer Service,

I recently placed an order (#2800796) which included various products. To my dismay, upon receiving the items, I found that the coffee table was damaged. While I appreciate the offer of a 10% discount as a solution, I must express that this does not sufficiently address the issue. Such a product flaw is unexpected and disappointing, especially coming from a brand like West Elms.

Furthermore, when I voiced my concerns and challenged the resolution, the response rate from your team has been slow and unsatisfactory. I had anticipated a swifter and more accommodating resolution given the nature of the situation.

I trust that West Elms values its customers and their experiences. I hope you will reconsider your approach in this matter and provide a solution that reflects the standard of service your brand claims to uphold.

Regards, Yong

The reviews don’t lie - just wish I’d read before shopping. £80 for delivery and the item arrives broken and they offer 10% back 😂 a fraudulent company - they will not last long.

Still useless and replying with a question with no means for me to reply says it all. Can someone from West Elm look into this and contact me on the number that is associated with my multiple orders. Im not doing this back and forth.

embarrassingly bad customer service… delivery arranged by west elm took off part of our neighbour’s garage roof and they left without saying anything, leaving bricks and debris all over the drive. Customer service said in an email to us that there would be no refund of delivery fee as it “was a fee that [west elm] do not profit from”… so we have paid for the pleasure of our neighbour’s garage roof being scattered across our drive and having to sort it out. Have followed up with them a few times to give them chance to put it right and got nowhere. Avoid.

**UPDATE** WEST ELM'S REPLY BELOW IS NOT ACCURATE - NO REFUND RECEIVED FOR THE SHIPPING AND STILL NO CONTACT FROM CUSTOMER SERVICE...

Worst company ever! It’s such a shame they have such lovely furniture as their customer service is horrendous. I’ve ordered two ceiling lights and both have come with missing parts and damaged. And I could cope with those mistakes if the customer service was helpful, but they have been beyond appalling (I was shouted at by a customer service rep for asking to speak to a manager). I can safely say that I will never order from them again.