West Elm

Staff are lovely But do NOT order furniture from them. Been waiting on. A couch and bed since mid summer; they keep changing the delivery date originally October, now the new year… maybe. Will not cancel, will not refund, will not return. Will not offer any intervention. The company that schedules deliveries and handles them? Lol they have no idea, they don’t operate in Calgary. You need to go through a 3rd party. Them? They aren’t associated with west elm, so they don’t have a clue Basically your order date WILL be wrong, and you will not you item for MONTHS later in theory? I still haven’t got it, could be years. Oh and good luck trying to buy another item, they charge your credit card so you have that item on there and you cannot even go elsewhere. Nothing like a massive credit card charge, for an item I cannot get, and can’t even cancel and buy elsewhere If the item isn’t in stock in the store for you to get, I BEG you. Avoid this company

I waited 8 months for a grey rug I ordered on sale. After 8 months, it finally arrived. In the wrong color. I asked for a solution and they said I could return the rug for a full refund of the sale price and would pick up the rug due to the mistake. They said I couldn't get the rug I ordered in the color I wanted because they didn't make it anymore. They didn't offer any credit for the 8 months I had spent following up on the rug. I couldn't find another rug of similar quality for that price because I got it on sale. Then I get an email that I need to go to the nearest Purolator location, which is an hour away from me, to drop off the rug and get the refund. Absolute waste of time and money. Customer service is also terrible.

Love their products but having a terrible time with customer service and getting our order. We ordered a bed frame in July 2022. We were originally told we would get it in September. The delivery tracking kept getting delayed, until November 2022 when I finally called to understand what was happening. Turns out they ‘lost’ the headboard. It took me phoning customer service multiple times for them to do a replacement order - I guess their plan was to just wait to see if it showed up somewhere?! Replacement order was put through in late November. We have still not received the bed. Delivery tracking that had said early February is now showing mid March 2023. Again I have called and they say it is enroute. If the delivery date gets pushed again I’m not sure what else to do. I understand delays etc but it should be West Elm contacting the customer to keep them informed, not us reaching out. Even some sort of apology would be appreciated.

Worst customer service ever, Avoid west elm at all cost. You will never see your furniture and when you try to cancel it and ask for a refund they will charge you $300 shipping fee because it was supposed to be delivered in a day or two. But guess what, you will never receive shipping notifications because it was never shipped. I bet there main source of revenue is shipping costs for undelivered furniture which is most likely a scam. When you call their customer service, I am pretty sure it is only a one person department and its in the united states very rude. I dealt with Danielle I think its one lady that keeps changing her name every time you call, Danielle is the mother of worst customer service agents. She was appointed by the devil herself. She hung up on me 4 times and when I asked to speak with the manager because she was so rude and refused to help. She just let the phone sit there for 28 minutes hoping for me to hang up. Never ever buying anything from here.

If you want your product this year I wouldn’t order from west elm. I ordered a chandelier October 22. When you order it, it tells you delivery will be 2-7 days. Well now it’s November 27 and no sign of my product. Every time I track it, it moves up a week. Customer service responds fairly quickly but they have no answers. I really wanted to order their Black Friday sales but I think they have stuff on their website that doesn’t exist. Wont take the chance-UPDATE - well it’s now Dec 6. Still have not received my order customer service told me last week it was being prepared to ship…. When I track it, it looks like it hasn’t even left. Called customer service today and they hung up on me twice ??? I am getting nowhere with emails or calling. WOW I wouldn’t expect this from West Elm ! Will never shop there again

Worse customer service ever. The chairs I bought were backordered according to them so I wanted to cancel my order, the customer care lady lied and said they were shipped she could not provide me with any evidence of proof of shipment and would not refund me my full money back. I lost $345 shipping fee for cancelling my order that was not even shipped!!! The customer care lady is very rude, she hung up on me multiple times and always puts you on hold whenever she can't answer your question. After few minutes on hold she will then hang up on you again. Seems like she is the only one working in customer care so you cannot even talk to anyone else. Worst experience EVER!!!!

Profoundly bad Customer Service - I believe West Elm is being deliberately dishonest with their delivery timelines in order to secure sales. We based our decision to buy our dinning room table on West Elms expected delivery window of two weeks after purchase, and six weeks later we're still without our table. What's worse is that West Elm's Customer Service refuses to provide any more information than is available on web tracking, and that pushing deliver windows to the right by two weeks is becoming routine. Apparently according to Vox new's article: The delay-ridden agony of shopping at West Elm, no company is worse at this than West Elm. At this point, we would be happy to cancel our order, and never shop with them again. However, the hefty shipping charge is non-refundable, so we're invested.

I ordered a table in August of 2022, after months of calling to try to find out where my table was their customer service department is very helpful and friendly but completely disempowered to circumvent their horrendous logistics I was suddenly refunded for the amount of the table in March of 2023, over six months from the date of order. No one called me to tell me they will never find my table and no one can tell me why it won't ever be delivered. Worst buying experience I've ever had.

Ordered a vanity in September 2022 and still have not received. They keep changing the date and whenever I ask for updates , I am told 2-3 weeks. At one point they told me everything had arrived to my local delivery site, but then that turned out not to be true and no one at West Elm will admit they lied or were wrong even though I have it in writing.

Had been a big fan of their furniture, but the store in Calgary has the worst customer service. All they care about is pushing customers to buy their products and if you don't end up buying because you didn't end up liking the product or did not want to pay their expensive shipping fee for a product they don't have in store, they treat you very poorly. Do yourself a favor and avoid shopping at this store.