west elm

Been waiting over 8 months for my furniture. Still no eta, dates keep getting pushed back. They barely have any items in stock and considering there is no solid time line we chose to order from crate and barrel instead. They dont have a pick up option either so if we add items to our order we are subjected to pay a white glove service shipping fee. Customer service is very mediocre
May 17th, 2023

Just don't. Custom made sofa - 3 months to deliver only to not have it delivered on time. Customer service sub par at best. There are options out there that are just much more reliable.
May 16th, 2023

No accountability for faulty products. I bought a $300 mailbox and it broke within five months. Customer service refuse to refund or even replace the item as it's outside their "30 day return window". Not standing behind the quality of the item is bogus. Unfortunately have to break up with West Elm!
Apr 29th, 2023

Edit 2: While my sofa and dining table delivered were crooked and damaged, respectively, Parneet and the store manager, I reached out to tried to work on resolutions. Products, when not damaged, are 5 Team is 5 White Glove Delivery is 5 Inventory manager is 2 Quality control (sofa and dining table as mentioned) is 2 -------------- Edit 1: The products I have received so far seem reasonable. However, my beds delivery date has been moved to Sept. Wow. Moving this to 1* from 3*. -------------- I've spent A LOT OF time, money, and energy here over the past 4 months as I am furnishing my new place from scratch. After a lot of deliberation, I decided to go with West Elm, mainly because the designer Parneet was helpful, but given the issues with inventory and extremely poor customer service otherwise, I doubt if I made the right choice. Great looking store, great products (of what I've seen so far), the designer Parneet has been helpful on the design side and on the post order follow-up/issues/hassle. And I'd give those 4.5/5. However, their inventory management and policies are absolutely berserk. 0/5. I ordered 6 dining chairs, and they sent 2 wrong ones. Then, they ran out of my original order. Their policies ask I return the chair first for them to order new chairs. And what do I use until then? Thankfully, Parneet was able to help. They left a very heavy coffee table, that was White Glove, and had to be delivered and assembled at the door. My bed that was ordered in Jan was scheduled for April, and now it won't come until June. Crazy. Again, decent product, good designer, and extremely bad inventory management and policies. I did buy some stuff from CB2, and that had almost no hiccups.
May 14th, 2023

I attempted to order the Playa Outdoor Expandable Dining Table (67.5"-90"). I ended up cancelling the order after West Elm advertised extremely misleading delivery timelines and the fact that the item was actually on back order. This dynamic was paired with very poor and/or uninformed customer service representatives. I placed the order on April 2nd expecting delivery within a 2-4 week time period. Near the end of the 4 week delivery window, the item still had not started the shipping process so I called West Elm. I was told there was a "hold" on the order and the company needed 72 hours to remove the hold. Once the hold was removed, shipping would initiate. At this time, my online order was updated to reflect a delivery window of 6-8 weeks following the original order date. For the next two weeks, I followed up with West Elm via phone calls and emails. I was routinely told that there was still a "hold" on my order and the issue had been escalated to supervisors to solve the problem. However, the hold was never actually removed. On one phone call, approximately 5 weeks after the original order date, I asked West Elm if the item was back ordered. They clearly indicated that inventory was available and could be shipped immediately once the hold was lifted. The issue was "further escalated internally" and I was told that a member of management team would contact me later that day to confirm the hold was lifted. West Elm did not call me back. I called the help line again ~6 weeks following the original order date. On this call I was told that the "hold" was still an issue. More importantly, the company said the item was back ordered and they could not provide a reliable delivery window. At this point I decided to cancel the order as it is unclear if West Elm would ever be able to meet my order. Unfortunately this is not my only West Elm experience along these lines. In 2018, I ordered a bedroom dresser three separate times with shipping expected within a 2-3 week window in each instance. After ~1 week, I would reach out to West Elm and they would then clarify that the item was out of stock and could not be shipped. On the fourth try, the item shipped successfully. It is clear to me that product availability and order timelines on West Elm's website are a marketing tool designed to make them appear competitive with other retailers. I would not rely upon these windows when making a purchase decision. I will not shop at West Elm again.
May 14th, 2023