westelm.com Reviews
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Join 1,426+ users reviewing West Elm. Read verified ratings and real customer experiences on westelm.com before you order.
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1.1 / 5
Average user rating
1426
Total reviews
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westelm.com Reviews
Read real experiences from customers of westelm.com.
Brands may not incentivize or pay to hide reviews.
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Jill
January 13, 2026
I ordered 2 Easton swivel chairs and it…
I ordered 2 Easton swivel chairs and it took 3 months to get them. The quality is AWFUL. DO NOT ORDER THESE CHAIRS. They have a weird plastic cover under the material that makes them uncomfortable. The ball bearings in the swivel on one chair are also falling out. I called and sent photos and because it was just over a year, they said try furnituremedic.com and payment is customer responsibility. I'm so disappointed and want others to know the QUALITY IS TERRIBLE AND CUSTOMER SERVICE IS WORSE. The salesperson I purchased from in the store also went dark on my when all I was doing was trying to ask about an ETA when they were 3 mos overdue.
Monica
January 13, 2026
Absolutely never ever buy furniture…
Absolutely never ever buy furniture from this company! My couch broke after 8 months and they claimed, “Normal wear and tear.” They didn’t offer me a refund, replacement, or repair. I’m so upset that I wasted so much money and obviously won’t ever be buying from West Elm again.
Caylee
January 10, 2026
Do Not Buy Couches from West Elm
I've always loved West Elm's designs and quality, BUT I must warn others about my experience buying the Harmony Modular 2-Seat 2-Piece Left Chaise Sectional, which I ordered on 11/20/25. When shopping in-person, the salesperson told me it would arrive in the first week of January, but unfortunately, the delivery date has been delayed multiple times, from January 25 to February 8, to the latest update of March 8-26. Additionally, I requested a color change just two days after placing the order, but I was told it wasn't possible because the order had already been processed. Failing to accommodate this change, especially after a 128-day delay, shows a clear disregard for the customer. These delays, in conjunction with zero flexibility, have resulted in a very disappointing customer experience. Sadly, I can't recommend purchasing big pieces from West Elm.
Big L
January 9, 2026
You will be waiting 6-12 months for a…
You will be waiting 6-12 months for a simple bench. This place should not be allowed to operate. I strongly suggest ordering from Wayfair or Houzz. Stay far away from West Elm!!
Henry Martinez
January 8, 2026
Bought my couch 9/1/2025
Bought my couch 9/1/2025, it is now 1/7/2025, STILL NO COUCH. I just moved into this apartment with my fiancé and we’ve had no couch. The place does not feel like a home.
Charlotte Smart
January 2, 2026
Never Again!
I ordered 5 items, spending over £500 from West Elm. On the delivery day I was in all day yet still got a notification to say I had missed delivery and that the items were going to a collection point.One of the items was a rug and the collection point (understandably) rejected it due to size. I have had no updates on redelivery.I emailed the customer service email on my order confirmation only to receive a bounceback to say it was unmonitored. I called the customer service line and was put on hold for 15mins for it to be investigated only to be told "it's been escalated and I'll hear from them in 1-2 business days". I asked if they could see it hadn't been delivered, asked if it was lost etc. and I just kept having the same phrase repeated to me that it had been escalated and I would hear in 1-2 days.I even double checked the number I called as the whole experience felt so unprofessional I worried it was a scam. Awful service and made even more painful by the fact the items aren't cheap!!!
Stephanie Fretwell
January 2, 2026
COMPLETELY MISLEADING
Ordered 3 pieces of furniture and one chair. Chair delivery time was Feb-March but the other three furniture pieces were displayed to be delivered by 12/12/25. Still no furniture and now I’m being told I have to wait until the chair is ready to be delivered in February or March. HORRIBLE SERVICE AND EXTREMELY MISLEADING!
J Byrne
December 30, 2025
0.0 Stars. Never again.
If i could give zero or negative stars, I would. Legitimately horrific customer service. I ordered $300 bar stools at night (when customer service was unavailable) to the wrong address...delivery date is not for 2 weeks... called at 9am to adjust the delivery location and they told me that it was too far along and impossible to adjust. This is, of course, not true. I won't be ordering from here again.
Marci Rosner
December 24, 2025
Horribly cheap furniture
Horribly cheap furniture, horrible delivery service. Delivery men stole my ear pods, didn’t deliver on scheduled day, cost me 2 work days to wait for delivery, sent me a check to reimburse me for EarPods, and my bank couldn’t even deposit the check because it was no good. Steer clear of this company if you know what’s good for you.
Barbara Barnett
December 23, 2025
with holding information
I explained why I came into the store to buy a tray that was on sale from $68.00 to $47.99. They checked and it is not in their store, so she said she could order for me and have it sent to my house. So I said ok, and gave her my driver license for all my info. While entering my info she told me there will be tax applied to the $47.99 total. I said ok, then she rang up the charges and it had a $12.95 applied for shipping. I asked her many times to do something about the shipping charges, but she said there was nothing she could do. I asked where the tray is being shipped from and she said Phoenix, AZ, I live in Tucson Az., this is 112 miles. I could drive up there for the price of the shipping. So the moral of this story is a tray I thought was on sale, turned out not to be due to the price of shipping. Now the real kicker, today (a day later) the tray is now on sale for $39.99. This store is just a rip off, nothing more.
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