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Corporate Office Headquarters
3250 Van Ness Ave. San Francisco CA 94109
Customer service number
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If West Elm doesn't get back to you within 3 days, you'll get a 100% refund
87 complaints filed
14 Resolution reviews
Resolution rating 3.79 / 5
Customers willing to do business again 57%
Dec. 1, 2022, 4:23 p.m.
After three days ...about 2 hours per day of being shuttled about... between 5-7 so called representatives...being told that someone would call.....NOT! One call to No No No.......a few hours later ...a call from a Sears Supervisor....problem solved...they will honor the Contract.
Nov. 30, 2022, 3:33 a.m.
The outcome of my case was good. Choice Home Waranty agree to pay out so I could call my own technician. I didn’t however like the amount of time it took to receive the check. The check came 27 days after it was approved.
Nov. 29, 2022, 8:28 a.m.
Lowes, after 2-1/2 months of not having a washer, finally replaced the washer. Originally, I was told that since I had not use a Lowes Credit Card, nothing could be done. So I thank NoNoNo for their assistance.
Nov. 28, 2022, 12:19 p.m.
They eventually refunded my money. I am 58 years old, I have NEVER had anything remotely like this in my life. Not only were BOTH toys destroyed, they were LATE and one was not even in its original box. It was delivered in a huge bag. Broken into pieces. Not only was our great nephew devastated, our niece had to take time out of her busy schedule to physically return the toys to a Walmart near her because the one didn’t come with a box!!! Then, since I used my card for the purchase, Walmart took its time to issue the refund. To ME!!! Why didn’t they give our niece the money? Or a store credit of some type? Then she could have bought the 5-yr old something else! Best case scenario would have been for them to exchange the items for ones not destroyed. Or better yet, ship them in something more than a BAG!!!
Dec. 2, 2022, 5:05 p.m. by Abby
I have been dealing with this issue for about 9months now. I call in about twice a month, wait on hold and am on the phone for over an hour trying to get my refund. At first you had the wrong credit card information in the system so that was about 3 months back & forth, & then you sent me store credit instead of a refund to my original payment. I finally accepted store credit for another order number for $215 but am still waiting for the $423 amount owed to me on this order. You tried sending me another gift card for the $423 but I said I wanted a refund to the original payment. I was told I received that in 3-5 business days and never did. I called again & again & you said once you cancelled that gift card, I was told I would receive an actual check in the mail for the $423 amount. The gift card was canceled almost immediately and am still waiting for my check in the mail for $423. I have been waiting for 3 weeks now. I am on hold now, currently going on for 9minuted and am honestly lost on what to do, nobody has been able to resolve this issue. It’s getting beyond frustrating.
Dec. 1, 2022, 6:30 p.m. by Jackie
Defective Merchandise Order Number: 312733896848 Hello there, I purchased a West Elm Anton Solid Wood Storage Console less than a year ago. I keep a couple of baskets on it (normal use, nothing heavy on it). One whole side of it collapsed (unprompted) about a month ago and the screws split the wood on the bottom piece. I have purchased a lot of West Elm furniture over the years so I was rather surprised by this since West Elm furniture is advertised as "Built to Last." I imagine that build to last implies longer than a year. When this happened, I emailed your customer service and included photos but received no response. Subsequently, I have spent hours on hold being transferred to different representatives, re-explaining the situation, with no resolution. I have had to replace this piece of furniture in the meantime. Since I clearly received faulty merchandise, I am asking to either return this faulty console (if someone from wet elm can pick it up) or simply a refund. Thank you for your help. Jackie
Dec. 1, 2022, 10:40 a.m. by Sydney
I bought a 4k couch for my daughter in NY in July. In Aug, it arrived stained in several spots under wrapping. In addition, the delivery company wouldn’t bring her couch to the 2nd floor. My daughter had to pay $600 more for that. We arranged for a company to attend to the stains. A supervisor named, Darlene, suggested it. The company came twice, but stains were still left. We agreed to get a new couch. We still don’t have it. It’s been months. At this point, my daughter wants to keep the couch, find another company to work on the stains and get a partial refund for the errors, stains, disrespect and terrible customer service. My mother has literally spent hours on the phone. On Tuesday, she spend 2.5 hours and was extremely disappointed with West Elm. We’re being offered 10% to our 4k stained couch, which is obscene. The situation is beyond disappointing and has been going on since August. Again, my mother has been a plethora of calls and tried to convince West Elm to do the right thing.
Nov. 21, 2022, 11:50 a.m. by Margarita
2 Dennes sofa setup to be exchanged on 11.2.22. Only l sofa came. One picked up. Ticket shoes complete as if 2 sofas were delivered in your system. I have made several calls last one today for more than one hour asking where is my other sofa and how will they deliver it when their ticket shows complete. I was told last Tuesday that the Dennes sofa was not in Braselton but in another hub and that they were pulling it that day and it would reach me within a few days. Today they scheduled the sofa to be picked up however when asked how will the warehouse know to pull my new sofa without an open ticket. In your world, if you look it appears like I have 3 sofas. This has been a horrendous experience. I have made over 8 calls trying to get this fixed. Today I spoke to the hub? who said they don’t see where the sofa is. Everyone is very nice but don’t know enough. They keep on saying they have to reach out to someone and then no one calls me back. Two weeks ago the leg broke on the sofa and my guest fell off the sofa when it came forward. All this should be in your notes as I have told everyone. Nothing has been offered for all the inconveniences except I’m sorry. I just want my new sofa and take this other one out. I have guests coming in on Wednesday and here I sit with this mess. Ticket #321503941494 If you are needing proof of the many calls made and length please let me know I will be happy to oblige.
Nov. 19, 2022, 6:40 p.m. by Jack
I ordered West Elm's 63-inch Mid-Century Double Bath Console on 09/01/22. On 09/15/22, I receive an email notifying me that the delivery will be delayed between 10/28/22 and 11/17/22. The console is delivered on 11/15/22. My plumber comes to install the console on 11/19/22 and we find that the marble sink top is totally cracked. It has significant damage that could only have occurred during transit. I call West Elm and they say the best they can do is ship me another marble top between 11/27 and 12/15. I live in a one-bathroom house, so now I do not have a sink in my bathroom for at least a few weeks. Besides this major inconvenience, I also will now have to pay a plumber for two visits. West Elm says they can not compensate me for this and refuse to offer any sort of credit, which I think is absolutely absurd. I expect to be credited for this inconvenience.
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