West Elm Customer Service: How to file a complaint to the corporate office

Feb. 7, 2023, 7:03 a.m.

I finally got my full refund in Feb 2023 after many emails and phone calls since my order return in Nov 2022!!!!

Click here to see the complaint and comments

Jan. 12, 2023, 10:44 a.m.

West Elm took 4 months to complete my order. However they did agree to reimburse a portion of the purchase price due to the inconvenience

Click here to see the complaint and comments

Jan. 9, 2023, 8:23 a.m.

West Elm refunded me.

Click here to see the complaint and comments

Dec. 22, 2022, 10:50 a.m.

West Elm responded shortly after I complained through NoNoNo. They said delivery wasn't possible until mid January since it takes so long to process and check an item once it's at their socal delivery hub. However the next day I got a delivery window for 12/16 and item was miraculously delivered. I called afterwards for a refund on the shipping fees (since the time I wasted was worth far more than 175). They did refund the fees. Make sure to ask for that as well since West Elm wastes so much of their customers time. Never using West elm again, but NoNoNo is definitely worth it.

Click here to see the complaint and comments

Dec. 16, 2022, 10 a.m.

Within 24 hours of contacting No, No, No, I had an email from West Elm's corporate offices. After one email exchange, I was given a credit that never expired. I had been contacting West Elm for months and was getting nowhere. It wasn't until I worked with No, No, No that I was able to get a resolution.

Click here to see the complaint and comments

Nov. 28, 2022, 8:08 a.m.

We finally got what we ordered (8 months after the order was placed (and money paid)). We saw an uptick in response after getting NoNoNo involved so I believe their input helped. Happy we finally have this behind us.

Click here to see the complaint and comments

Nov. 24, 2022, 10:30 a.m.

Jack was fantastic in keeping me informed on the delivery updates.

Click here to see the complaint and comments

Nov. 15, 2022, 3:04 p.m.

West Elm resolved my complaint but with the absolute bare minimum. Over 4 months, I spent an inordinate amount of time scheduling and rescheduling delivery appointments for dining chairs (including time off work to be home for during delivery windows). Each delivery appointment was cancelled day of by West Elm, usually with little or no explanation. Customer service was atrocious; trying to communicate directly with the delivery hub was even worse. After the sixth cancellation, I gave up. I requested a full refund for the chairs, plus compensation for all of the time I had wasted. This then took further weeks to resolve. I finally received a refund, but rather than offer compensation, West Elm issued a gift card for a small amount of money. Honestly this only added insult to injury, as I will never give them my business again. What a nightmare.

Click here to see the complaint and comments

Oct. 10, 2022, 11:52 a.m.

After reaching out to nonono, I received immediate attention from West Elm and a delivery was scheduled right away.

Click here to see the complaint and comments

March 26, 2023, 1:11 p.m.

Not sure if this come resolved my issue. I was just a coincidence. However it was shipped the same day I made a complaint. What I did not receive was a camera bag. And I thought I was getting a charger. However the charger may not been in this package. But the camera bag should have been. However I would use this company again.

Click here to see the complaint and comments

March 26, 2023, 8:41 a.m.

Home Depot was quick to reply to my complaint and the job was handled in a timely manner. Plus they have a gift card which was nice.

Click here to see the complaint and comments

March 21, 2023, 7:09 p.m.

It took reaching out via BBB, Twitter and Nonono for AHS to satisfy its most basic contractual responsibilities to us. Even then, I had to follow up repeatedly when they failed to provide reimbursement in a timely manner after I’d made contact, jumped through all their hoops, and provided the requested paperwork. Their established avenues of service were ineffective & infuriating. Their response on BBB was callous and shows no regard for customer service. I will not renew my contract with them and strongly encourage everyone to avoid this unscrupulous and scammy company.

Click here to see the complaint and comments

March 20, 2023, 6:47 a.m.

After many, many phone calls/e-mails with Vivint's Loyalty Representatives who kept telling me I owe double for cameras/equipment purchased (elevating my issue to supervisors with no end in sight... while am still receiving collection calls); e-mails to Vivint’s Owners, CEOs, CFOs, Managers, etc.; I finally received an e-mail (& follow-up calls) from a Vivint Executive Resolutions Specialist who reviewed and researched my case. My contract was finally canceled (per my request) and Vivint's equipment picked up. My deposit will be refunded as well. Vivint said they will be doing an internal investigation into why there are two contracts ($1990 & $3786) with my digital signature, especially when I only signed one ($1990) back in January 2023, which is the only copy I received. What a harrowing and frustrating experience. Glad it's over.

Click here to see the complaint and comments

March 16, 2023, 8:20 p.m.

With NoNoNo's support, Home Depot resoolved the issue. I received a call from Home Depot within 48 hours. Although, it took them 4 days, it was resolved satisfactorily. I had not gotten anyplace with Home Depot for a month. Thank you. Home Depot escalation department was very good about following up.

Click here to see the complaint and comments

March 27, 2023, 6:35 p.m. by jacquelyn

Never received but charged and paid for by mistake as full balance was pAid each month. I never noticed charges and of course there had been no shipment so huge wrong payment was made. West elm agreed and refunded ie issued a credit against the charge. Capital one attempted to credit money paid over $3000 but West elm has offset that credit by recharging the item. The item was placed as an in stock item but when advised that it was not in stock it was cancelled. Nevertheless they attempted to arrange delivery in Oct and Feb and continue to place charge although delivery was never made. I’m owed 3000. Neither west elm or capital one has been able to see that I sm owed for payment against item never received.seems easy with proof of delivery

Click here to see the complaint and comments

March 27, 2023, 1:45 p.m. by John

I ordered a bedroom set on February 17, 2023. Order number 330482534840 was scheduled for delivery on March 8, 2023. The delivery never arrived. After proactively reaching out to West Elm they told me that the order was canceled for various reasons. Since March 8, 2023, I've received three of the five pieces of my order. Two of the three pieces are damaged and replacements have been ordered. The following paragraphs describe the current status of each of the five pieces. 1. The 5-drawer dresser (order number 330790222161) has been ordered and is estimated to be delivered between March 26th and April 11th. I would like this scheduled for delivery as soon as possible. 2. The replacement headboard (order number 330750243728) has been ordered and is scheduled for delivery between March 22nd and April 11th. I would like this scheduled for delivery as soon as possible. 3. The 6-drawer has not received a new order number. I would like to have confirmed that this has been ordered and want this scheduled for delivery as soon as possible. 4. One of the damaged nightstands has not received a new order number. I would like to have confirmed that this has been ordered and want this scheduled for delivery as soon as possible.

Click here to see the complaint and comments

March 23, 2023, 2:55 p.m. by Scott

I placed a massive order online for West Elm, totaling close to $30,000 in mid-Feb. I ONLY ordered items that were 'in stock / ready to ship'. They channeled me to their 'concierge' service to arrange delivery, stating that they would hold all items and deliver at the time of my choosing. I then called concierge to arrange delivery on March 24, and this was confirmed by concierge. I constantly got emails asking me to 'schedule your order', and when I called inquiring about these, I was told by the agent to ignore them. On March 17, I went online to check my account and it showed most of the order as 'on hold' due to one item being backordered. I then called concierge on March 20 and discussed with the agent. I instructed him to cancel the backordered item, so all remaining items would be delivered on March 24. He confirmed this transaction and the delivery timing. I then received an email on March 23 showing only 3 items were scheduled for delivery on March 24. I called concierge AGAIN to clarify, and they stated that 'the previous agent's email to the delivery hub wasn't received or confirmed, so the delivery would not take place on March 24.' I asked to speak to a manager, and they wouldn't get on the phone with me, nor would they tell me WHEN I would get the furniture. Bear in mind, I and my 5 year old daughter now had no bed to sleep on as of March 24 because of West Elm's bungling of this entire order. I wasn't offered any compensation or further resolution on the matter.

Click here to see the complaint and comments

March 21, 2023, 10:35 p.m. by SIlvana

My sofa was delivered with several month delay and NOT the same quality I saw & loved in the Manhattan store . I placed my order mid December . Sofa was only delivered a week ago … My armchair still not delivered . It’s over a week that I am waiting for an E compensation card for $709 but I get a different answer each time I call customer support . I have spent too much time with the customer support and no one really cares. I want some real compensation and a partial refund of my purchases .. for the hours I spent chasing after west elm

Click here to see the complaint and comments

March 20, 2023, 11:55 a.m. by Preethi

I paid $2k in October 2022 for a bed that showed IN STOCK and they said delivery would be in December, so I got rid of my current bed. No bed showed up, delivery date kept getting pushed to Jan, Feb, March and now April. I have called SEVERAL times to West Elm, been on hold for 1-2 hours with reps saying they are trying to a supervisor to talk to me. In March they said the bed was here and it will be delivered. The delivery team sent me an email and we scheduled a delivery date for March 10th. The loading dock at the SF apartment was reserved etc, we were all waiting at home for the bed during the delivery time frame. No bed was delivered. I got an email from West Elm saying the bed delivery is on its way. Then I got another email few hours later saying thank you your bed has been delivered. There was never any bed. THIS IS RIDICULOUS. I called again to West Elm, after 2 hours of being on hold I got a lead called Pishora Singh who said she will try to look into what happened, but that she can't give me her direct line or last name, so she sends me an email (that has her last name so I don't know what the point was), saying she is looking into it and will give me 20% off and will try to escalate delivery. I have not heard from her again. I get an email this week saying delivery is possible for April. I have been without a bed since November 2022, nursing a disc herniation on my L4/L5 (I have PT and MRI records to prove this) and I don't have a bed, can you believe this? I have spent close to $1000 on physical therapy over the last few months as my back pain increased since I don't have a bed. I could have ordered from ANY other credible company and I thought West Elm/William Sonoma was credible. I was SO WRONG. Why did the bed show IN STOCK if it was not going to be delivered in December as they promised? And how come there was zero communication in December that this could be delayed indefinitely? I could have gotten a refund and ordered a bed from a more reputed company right? This company needs to be held accountable, they shouldn't be allowed to get away with such behaviour with just a slap on the wrist. Not only do I want the bed asap, I should be refunded at least 70% if not more for the incredible inconvenience and rudeness of their reps/Pishora Singh a so called lead who never offered any resolution.

Click here to see the complaint and comments