West Elm Customer Service – How to file a complaint?

June 28, 2022, 9:54 a.m. by Lynne

I ordered a wedding gift for a couple that was registered with West Elm. Their registry is still active as the wedding is not for several weeks. I noticed online that the gift I bought them was among a number of items that went on sale yesterday. The item I bought was $70 less than I paid a couple of weeks prior. I called West Elm to order an additional item for the couple because my intention all along was to get them a gift within a certain value range and the value for this item I purchased had declined significantly. It was my intention to ask if the savings could be used towards the purchase of additional item for the couple from their registry. The wedding is several weeks away and most guests have not yet purchased gifts. After waiting an hour on hold. my request was denied. They indicated that they do not do price adjustments. Most stores do, but I feel that this was not as cut and dried as a price adjustment. I ordered a gift from the registry for a wedding that had not yet occurred. It was my intention all along to get a gift of a certain value. When the value of the gift declined I should have been able to give something additional from the wedding registry, not been asked to pay a much higher price for a gift that is now much less valuable. I am very distressed with West Elm

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June 21, 2022, 7:46 p.m. by Marla

I had a couch and media stand delivered to my house. They put the couch on the 2nd level - instead of the 1st level - and refused to take the couch down a level of stairs. They said that I needed to schedule a separate delivery for that specific task. Very disappointing customer service agents were not able to escalate to the appropriate representatives and persisted to keep me on hold for over an hour. Overall horrible customer service, and now have to pay $200 to task rabbit contractors to move the furniture for me.

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May 11, 2021, 2:54 p.m. by Rachel

I purchased a West Elm Haven Loft 86'' couch in cognac vegan leather in October 2020. I placed the order through the Hoboken, NJ store location over the phone after visiting the store to look at the different couch models. After 3 months, the couch was delivered to my home on December 23, 2020. Three months later, on April 8, 2021, I sat on the couch and noticed that the frame was sinking and I was seated extremely low to the ground. Upon inspection, I saw that the part of the couch frame that runs lengthwise across the front of the couch appeared to be bent. I live alone and weigh 140 lbs. The couch hadn't been moved; there was no event that could have damaged the couch to where the frame would break. I contacted the West Elm store in Hoboken, NJ on April 9, 2021 and spoke with a store manager who asked that I email him a description of the issue and pictures. I emailed him that day and did not receive a response. One month later, on May 10, 2021, I followed up with the manager. He contacted customer service and escalated the issue to Sutter Street Manufacturer, the manufacturer for West Elm. I submitted the same description of the issue and pictures per their request. Based on what I have read and heard about West Elm's customer service, I am wary that this matter will not be timely addressed. Further, as it took 3 months to deliver this couch the first time, I fear I will not receive a new couch for several months and will be sitting on a broken couch for 4 months total after only owning the couch for 3 months to start. The order number is 302853310738.

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April 30, 2021, 4:04 p.m. by Sarah

We ordered a west elm king bed and it broke within a year which is within warranty. The legs literally broke off. West elm said they would send someone to repair it, and then never did. Then they said they would pick up the broken bed and replace the bed. They sent a gift card to order a new bed which was $409 short. Now they are saying that they will not refund us the $409 for the SAME BED THAT THEY SAID THEY WOULD REPLACE. I have spent countless hours on the phone and on hold and west elm has always been incredibly unhelpful and un supportive. We recently bought a new house and will never buy anything from west elm again. We have had zero problems working with wayfair, all modern, joss and main, and article. West elm is losing good business and I will make sure to tell everyone I know who are also purchasing homes to not buy anything from west elm. This isn’t even the only issue we have had with west elm. We have been trying to get a desk fixed for about 4 months with 0 help. We bought a desk and the light doesn’t work. It should not be that hard to schedule someone to come out and fix the light on the desk!!!

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April 17, 2021, 11 a.m. by Nana

My first order was delivered short. I was told to wait till July to get the remaining orders after it was delivered short, so I had to return them.Delivery people were rude, impatient and extremely mean. The second order was delivered this morning to my house, cracked and badly stained. I asked them to take it back because if they leave the damaged table top in my house, one of my children can get hurt from it since it's such a heavy and breakable stone. They refused to take it. I called customer service and while I was holding, the delivery men said " We'll be right back, we're grabbing some boxes from the truck". And they literally jumped in their truck and sped off. I am so appalled and totally disappointed. Is this what we have to expect from buying from West Elm. I thought having a commercial account would even make it easier but it's worse. Today is my husband's birthday and we're having people over and I was actually excited to use my table. This is a waste of time and money.  Why do you put customers through this. Why do you even sell when you can not deliver.

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