west elm

Adam Craigie

Never buy from West Elm and definitely don't return anything and expect your money back from them in timely manner or at all! I returned something to the store that I had ordered online on Feb 23rd and today April 12 I am still waiting for my card to be refunded. I have called into the customer service line at least six times at this point and every time its a new story or new issue of why my return is under review. The store people were no help and a bit rude as well. The customer service line is a NIGHTMARE and I am just retelling my story over and over again to deaf ears. Every time they assure me I should have my money back in 5-7 business days and yet here I am again still no refund on a $300 dollar purchase!! At this point I have given up hope that anyone knows what they are doing at WestElm CustSvc or if I'll see my 300 dollars back! I'll be filing a complaint with the BBB. I WILL NEVER BUT FROM WEST ELM EVER AGAIN!!!!! So disappointed BUYER BEWARE!!!!!

hirak bhatiya

I would not buy products from west elm again. The quality of the product and the customer service is really poor. The velvet started peeling out and I notified the store of the defect as soon I noted. No resolution was provided though the store did confirm there was a defect in the first generation of the fabric and the product was defective. I would definitely not recommend west elm.

Richard Kelley

In July I went into West Elm with the intention of selecting and purchasing a bed. My partner and I were in the store for about 30-40 minutes, selecting fabrics ourselves, measuring furniture, etc. Not one person asked us if we needed help. Eventually between the fabric samples and the website we selected a bed and decided to place the order there. We asked for help ordering the bed after we had done all the work "selling" ourselves. We are told the bed will come in November which is fine as we are not in a rush. Two months later the bed is no longer on the website... I'm a little nervous as we've been designing the bedroom around the bed and are about to spend a good chunk of change on custom window treatments to compliment the bed. I tried calling the Burlington store more than once during business hours and no one picked up the phone and they don't have a voicemail option. I'm now very weary I'm going to wait until November and have spent thousands of dollars designing a room around a bed and be told the bed was discontinued and is not coming. Hoping someone can assure me the bed is going to arrive in Nov as planned! Crossing my fingers!

Robin Manning

I find it insane that you order something in the actual store and if there is a problem you must CALL customer service which is a nightmare. Ordered a bed which only 1/2 if it came 2 months later. After hours back and forth on the phone I convinced them to cancel the first order and order a whole new one which came within a week. I’ve spent hours on the phone and now they have charged me for TWO beds. The store should have the capability to straighten this out not make a customer keep calling the 1-800 number. I will never shop there again.