Westelm レビュー 

Folks, please don’t get into the hassle of ordering from west elm, it’s completely misleading in terms of there website returns policy is really not customer friendly. It’s always better to take your business elsewhere if you want to have a good experience.

Date: 24/09/2024 I have already replied to your queries

London based customer who orders online a lot. Ignored the one star reviews and should not have done. Do not order from this company. They are con artists. Charged £79 to deliver and I was told this would be a white glove service with unpacking and packaging taken away - it was not. Wincanton delivery guys were really nice and said it had been booked as 10 minutes and that they couldn't believe I had been charged £79. All the products were horrible and now I've been told they're charging me 20% to restock the chair I'm returning 30 minutes after it was delivered. Shocking company.

DO NOT BUY FROM WEST ELM ITS JUST NOT WORTH IT

Terrible customer service, orders take 2 weeks to deliver apparently (even when its in stock) and they charged me £69 for delivery that never came. I asked them where there customer service is and it's in the US!!!!!! Just a distribution centre in the UK - the issue is the US reps based in the US have to lease with UK delivery company and have no idea who the delivery company is - BTW its Wincanton - who are useless themselves. They couldnt deliver on the day and gave me a slot that would have meant waiting over 6 weeks for a rug thats in stock... totally unacceptable for £70 delivery charge!!!!

I can see why people also struggle to get refunded due to a US system having to go through its refunding process to then get clearing from a US bank to a UK bank that then finally will get refunded ... but im guessing ill never see the £70 back as that cost would have gone to the Courier and harder for them to claim.

What this all means is the worst service in history!!!

DO NOT BUY FROM WEST ELM ITS JUST NOT WORTH IT

So i made a big order from west elm and i tried to return a couple of items and after 9 weeks i still chasing after the refund. They Charged over 150 for delivery and i had to pay for the returned item. I returned them with DPD with a Picture proof that they received them in warehouse and after weeks and weeks of trying to talk to them about the refund they keep delaying and saying its still in processing. 9 weeks and my money is still not refunded. their customer service sound shady as they have no clue about anything.

Save your energy and money. AVOID. not sure how they are allowed to operate in the UK.

My next step: Legal action

Edit update for the reply below: I provided the info needed but they didnt reach out or help for now

the metal element of the sofa bed broke, I used the bed maybe 2 or 3 times in 4 years I had it. they don't give long term warranty, they are not interested in trying to get it fixed, send you a spare part, etc. if you want long term reliable furniture avoid west elm

West elm contacted me regarding my last review, still no communication from them since the extra information I’ve given them. I still haven’t received a refund for the order that was apparently dispatched!
I’ve made a conscience effort to tell friends, family, work colleagues etc to avoid this joke of a company.

This is a follow up to my earlier reviews (order 2987589).

West Elm, your reply is a pathetic excuse. You have already processed a partial refund for this same order, so you very clearly have my credit card details on record.

You also have my contact details. So if you have some problem processing the refund you told me 10 days ago had been done, why not show the most basic level of customer service and call me to resolve this?

So - either i) process the refund using the details we both know you have, or ii) ring me to discuss this further and tell me how you are going to compensate me for the repeated waste of my time.

You are utterly dreadful to deal with, and deserve to go out of business.

I purchased an item on stock in early July. In late July west elm texted me to let me know my order was on the way. The following day I got a message from UPS. Total silence since. UPS says they don’t have the item. West elm simply says nothing. One day I managed to speak to a human who assured me they’d reach out to me by email. They didn’t.

I paid £500 for something I don’t have almost 6 weeks later. I can see the item available on their website.

I’m this close from disputing the charge with my bank.

Yes their products cost a lot of money, and yes their delivery rates in the UK are ridiculous, but the duvet cover and pillow set I bought are exceptional quality. The material is beautiful and the seams and finish is almost flawless, which is hard to find these days, even with higher priced goods. I will likely buy more duvet sets from them in the future.

I gave a one star rating 6 days ago and West Elm replied asking for more information which I gave them. Since then I have heard nothing, not even an email. So I have no idea if my orders have been cancelled and whether I will get my money refunded. At a total of £1,600, this is a lot of money to lose. Worst thing is I would rather not publicly shame them but Trustpilot seems to be the only way to contact them! West Elm, how about an email and taking this offline?

I returned my order but I still haven't received my refund despite it being weeks. Every time I call the customer service it is someone new and they seem to have no understanding of the order process or information. I keep going in cycles. The UK set up is horrendous. I will never order from West Elm again. It is the worst customer experience I have ever experienced - and I have now paid for an item I don't even have as I returned it.

I had horrible experience with West Elm uk.
My order number is 2974949. I ordered a coffee table in May that was in stock, I called them 4-5 times to arrange delivery but nothing has been delivered yet.
I can't even speak to customer service.
Don't buy from them!!!!!!

This is in the USA. We bought two beautiful leather swivel chairs at your Chicago store. They have tilted backs and very comfortable. After two months of use. One snapped off. On inspection this heavy chair was held by one screw and it had snapped. We had it replaced and it snapped again. It's a problem with the design. The one thin weak screw cannot take the torque from the tilted swivel pressure.
We are frustrated. We have contacted West Elm for a refund. Crickets, from West Elm. Beauty but no muscle behind the brand. Where is the customer service behind your shiny brand? Ask them to contact me.

West Elm's website seemed to advertise a 3-drawer changing table on sale when in fact what they were selling was just a (ridiculously overpriced) topper. We sadly fell for it.

I requested to return the item and a refund but it's taking forever for them to get back to me with a collection date.

I am 6 months pregnant and ended up without the changing table I needed, out of pocket to buy a new one, and with a useless box in my hallway.

UPDATE - West Elm customer service - please can you make contact via my email address, rather than having this discussion via Trustpilot..
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I have ordered from West Elm before and had no issues. Unfortunately, the item I have ordered has arrived and is slightly damaged (order number 2979024). I have tried on multiple occasions to contact the West Elm customer service team via their telephone number, and it either doesn't connect, the person on the other end claims not to be able to hear me or it cuts off. I then found a customer service email address online and duly sent an email, only to receive an automated response advising that they not longer monitor this email address. This experience is extremely poor, and I only wish I had looked at these reviews before ordering the item - I absolutely would not have completed the purchase knowing how W/E treat their customers.

Update - after an initially poor experience, I've since had my beautiful plates & bowls delivered successfully. I'm so happy. Thank you.
Below were my issues, summarieed. All now resolved.

I paid £24 on just two deliveries alone, but on each occasion UPS refused to

1/ Leave at my side gate (at my risk);
2/ Leave with a neighbour; or
3/ Leave at a UPS Drop off location.

My recent order was early May & was dispatched 8th May 2024.

I've left notes & emailed to explain that my husband has been in Critical Care for 5 months & I cannot sit at home, waiting for deliveries. i'm at his bedside.

SHOW COMPASSION- PLEASE

Reply & resend my items,
Rachel Churchill

Terrible customer service, I placed an order a month ago which was showing as dispatched but one of items in the order was never sent. I’ve emailed twice asking for information but no response. I tried calling various times, struggling to get through and when someone finally answered I was put on hold to never be picked up again. Chat function also doesn’t work so am left with no further options to contact them to get the missing item or a refund. Please help! Order number 2964859 the item missing is the turned leg wood planter in white code 5992107

I bought a sofa with removable covers circa £2500 cost, unfortunately had a mishap and stained the covers………tried to organise a new set of seat covers , the customer services is only in USA and could not have been more unhelpful and soul destroying in their lack of empathy and product knowledge…..clueless comes to mind! I then Tried emailing the customer service team but the email bounced back minutes later with email no longer an available communication for WEST ELM in the UK. 🙏🏻 I Called the store in London to try to deal with somebody there as no other alternative. I Was told they do not offer any replacement covers despite this sofa and colour still being in their existing current range. I asked if they could help sell me another sofa, this was the only thing available to me from this very unhelpful company irrespective of it being a high ticket item and a very realistic request (stained covers) that must happen over and over again. Disgusted by this lack of Customer Care and would alarm anybody that ever remarks on my sofa to never buy from West Elm.

Terrible customer service with no reply to email, unable to get through on phone and chat function does not work.

The shelf we ordered does not fit flush to the wall. Submitted photos etc

I would not buy from this company again - poor product and poor customer resolution and charge of £12.00 to deliver a small shelf as it wasn’t available for pick up!

Order number 2964487

We like WestElm products in general and bought lots of their stuff before from John Lewis (which has great customer service)
This time, i found some products (£1400 worth) and decided to buy it directly from West Elm... well the experience could not be worse... started with ordering on their website (clunky website), then I was charged £107 for the 'special delivery' ... I contacted their customer service and said I do not want to pay £107GBPs for shipping and I can organise my own delivery if needed. They said West ELm does the delivery and they specially prepare the packages to ensure no damage and bring them to the house with their experienced delivery people.
Well well well

I just received my boxes from West Elm … The guys who showed up at the door were not from West Elm and they were only willing to do curb-side delivery. Based on previous West Elm customer service email and additional £107+ delivery charge, I have to say I was expecting something ‘more’….
I had to drag the boxes inside the house; they were not willing to bring the heavy, big sofa chair to the living room nor take any of the boxes back. In otherwords, I could get this delivery for £20 from anyone.
I have to say I am disappointed with their misleading approach & poor customer service. Specially for a company who sells ‘more premium’ products, I would have expected the customer service to go with it.
I have ordered West Elm products from John Lewis before with excellent customer service - something West ELm can thrive to get to if they want to stay in business since I will never order WestElm products again… they just lost a loyal customer... I contacted their customer service again.. the email customer service stopped working (from the time I ordered until I receive the goods). So I had to an online chat and I was told there is nothing they can do and they were totally indifferent to this..
not sure if this company values their customers or cares... so don't buy their stuff..