Westelm Reviews 1,157

DO NOT BUY FROM THIS COMPANY. The worst customer service, they are taking the piss, charging so much with no help. I placed an order for the Otto media console and some coat hooks paying for delivery and assembly in my home. Despite paying for this service, I am not informed at any point it will not be assembled in home that instead they have outsourced their delivery to a third party who have built it entirely and so it won’t fit though one part of our hallway. The delivery team were incredibly rude and condescending and refused to assembly it in house like I had paid for. After several emails to west elm’s customer service only to find that’s no longer in use I waited on hold to speak to someone. I was then informed that it could be assembled in home some confusion had taken place and they would be redelivering it shortly and that I should call the delivery company to confirm a new delivery date. They delivery company then tell me that can’t offer that service and to call west elm. I call west elm again to find out that they have made notes that they informed me the opposite that it can’t be delivered and that I had requested a return (which I hadn’t, I had made arrangements for a hoist company to deliver it through our window instead). I tell them I haven’t requested a return they say there’s nothing they can do and they can’t give me a refund until they locate the media console and it’s back at their warehouse. I am now down almost £3,000 with no knowledge of when I will receive my refund. They are despicable and I suggest to never use their services.

Bought a sofa at Westelm Westfield, Florentin was great help who answered our questions about pricing and delivery/insurance and gave us time as we took a few minutes to decide. They gave us tips about buying in store and the whole procedure was simple and smooth.

WestElm requested more information also here is an edit.

Whilst my main issue is with UPS, I found getting touch with WestElm very difficult. Although I was calling from the UK, their customer service number takes you to a USA-based operator. The line was poor, I could not hear the operator properly and when I suggested a refund on my delivery charge she didn't answer that question, instead saying she would provide tracking information. As the delivery had been delayed multiple times over the course of two weeks with no resolution in sight, I found this unacceptable.

The only way I reached a resolution was to email the CEO of WestElm direct. The delivery charge was then refunded in 24 hours.

I appreciated this prompt action but a customer should not have to resort to emailing a company's CEO to request a refund on an item.

The item itself is good quality, however for the price of the item, I was not expecting a flat pack shelving until.

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I am extremely disappointed with my experience.

UPS provided a delivery window of 11–16 February and promised an email the day before delivery with a more specific time slot. That email arrived at 10pm, giving almost no notice. I was then told delivery would take place between 09:30 and 13:30 — yet no attempt was made. Instead, I was falsely informed that I was not at home. This happened three times.

There is no way to contact the local depot directly, so I was forced to deal with an overseas call centre, which was entirely unhelpful. As a result of these repeated failures, I had to redirect the item to a drop-off point and arrange transport for a large bookcase at my own expense.

When I contacted West Elm to request a refund of the delivery charge, I could only reach a US-based call centre, despite being in the UK. The agent ignored my request to refund the delivery fee and simply offered to send tracking information for yet another attempt. The call quality was poor and the issue remains unresolved.

Overall, this has been a frustrating and costly experience. I will not be purchasing from West Elm again.

I paid £120 for delivery for my sofa and its not being refunded after the delivery failed. I waited weeks for a sofa which they spent 2 mins trying to deliver, the sofa is the same size as my sofa before yet they couldn't get it into my living room and didn't try. They barely tried to carry it up the stairs and refused to take it out of the packaging to try as they were concerned about getting marks on it even though I own it!

They spent more time taking pictures of the sofa then they did trying to deliver it, there was also NO offer of leaving the sofa somewhere else they insisted on taking it away with them.

I have never had to pay so much for a delivery that was so terrible.

I phoned customer service to speak to someone called Maria who was incredibly rude, condescending and passive aggressive.

West elm went from my favourite furniture shop to NEVER shopping there again.

I love West Elm design and products, however, i recently furnished an entire home with a decorator from West Elm who was wonderful and helpful and thorough and skilled in design. Sadly the ordering, delivery and “concierge”service really dampened the whole process which has discouraged me from ordering again. First off, the delivery timeframes are egregious. Nothing should ever take that long to get and even crate and barrel or CB2 products don’t take that long. I recommend carefully thinking through the price to value to delivery timeframe pros and cons before considering a purchase from WE. Additionally, the times are NOT what they promise. Nearly everything we ordered was backordered or delayed and there is simply NOTHING you can do about it and your store representative or decorator has ZERO power over the schedule. Apparently the logistics and the representatives are completely disconnected and do not communicate nor have capability to effect anything. Then if your order is sizeable you have he MISFORTUNE of being assigned completely inept and useless and incapable CONCIERGE SERVICES. Utterly useless and an incredible waste of company funding which is no doubt added to your overhead costs. I cannot say enough how anger fueled i have been in dealing with this service and this individual who has the intellect capacity to send only form emails that make no sense to a consumer of even above average intelligence. Her preference was to use nonsense internal company language that come to find out even she did not comprehend. She has no idea how the company works, the systems nor the processes and took days to respond and bear in mind they are ONLY available to you M-F 9-5 ET and they do usually wait a full 24 hours to respond. All that said, the incapability without me following up would have led to double orders, double deliveries and/or missed deliveries. The icing on the cake was a full on cancellation of one of our orders and the search a rescue of it led nowhere. Somehow they lost a chair and have no idea wear it is. I am now working on a refund. And actually this is the second refund i have had to initiate . I could go on, but just warning that if you want seamless, flawless and easy, go elsewhere. I am sad to say this but its now a fact

This is such a shame to write this review, as I own a few items from West Elm and really rate the quality and design. However like most other reviewers the worth of a company is when things go wrong and how they respond! I ordered 2 cushions online to collect from the Tottenham Court Road store - the email clearly states items not collected in 7 days will be returned and refunded. I realised one was not the ideal size so decided not to collect, (order 3280664) have done this before with companies such as Dunelm with no issue and refunded promptly. After 3 weeks and no refund I then received an email thanking me for collecting the item from the store, when
I wasn’t even in London!!! The other cushion I collected but the colour wasnt right so went back to store to return it the next day (order 3280676) - the sales rep told me she couldnt refund me as it was an online order (nevermind that you can only collect an item in store if they have the stock available in that store, so this makes no sense to me) so she needed to email and ask Ecommerce to process the refund but I would receive within 2 weeks. Over one month later and you guessed it, no refund. So West Helm has made off with money for no products. Shocking practice in this day and age, tried to access their online customer service chat multiple times and each time the chat is ended because they’re”too busy” - such a shame as they have wonderful products but clearly their processes and customer service are keeping customers away. M

Items - 5 stars
Customer Service - 0 stars
If you can visit the store to collect your items go ahead. We still enjoy the coffee table and the cupboard we boght few years ago, so we did not hesitate to order an expensive sofa online from Westelm. They have cancelled the order 2 days before the delivery day. Almost three months forward we have no sofa and no money. First time ever we have to request a charback from the bank as their customer service is not functional.

I bought 2 bedside tables from them, both screws don't fit and they are unwilling to replace them. When I ring up to ask the name of the screw they also apparently can't help. Worst customer service ever and SO rude!!

Ordered two bedside tables ,one of the glass shelves was damaged so I contacted customer services. I asked for shelf to be replaced and was told entire item had to be returned and once received a replacement would be sent . UPS turned up without letting me know they were coming, fortunately I was home. About two weeks later replacement bedside table arrived only to find it was the one I had sent back ( as I'd placed a post it marker to identify flaw on glass) I contacted customer service again, and found the lady to be very abrupt. I then contacted them again to confirm when collection would be, this time lady I spoke with was helpful. However two weeks on still no pickup , so I've given up and will just keep the bedside table as I don't have any faith in West Elm resolving the issue and I do not have the time to keep ringing or waiting in for a pickup as UPS didn't give a timeslot for either delivery and also as mentioned above they collected faulty item without notifying me. Unfortunately I won't use this company again which is a shame as they have some lovely items.
Should West Elm read this review I would appreciate if you could let me know why you couldn't replace the mirrored lower shelf only of the terrace bedside table. It would have been so much simpler to do.

UPDATE :After West Elm responded to above review I was offered a replacement or a discount,I opted for a discount as I had lost faith in delivery/return process. After several more emails and phone calls I finally received money into my bank account on 25/02/26
Most definitely won't shop with them again. Given their many negative reviews with most customers experiences very similar you'd think West Elm customer service management would look into what is going so badly wrong.

Great customer service. Ziki in particular was super helpful when I needed to change delivery dates.

Amazing service ! I placed an order at the Westfield store, and the team was incredibly helpful. They went above and beyond to make sure I found everything I needed and left happy.

​From what I can see, most of the 1-star reviews on Trustpilot relate to online orders and delivery issues, nothing to do with the physical stores or the products themselves.

They explained to me that it's much better to order through the store directly. If you order online yourself and run into a problem, you have to deal with a US based customer service team, which can be tricky to reach, and the store can't always intervene in online transactions.

​However, if you order through the store, it’s in their system. They take full ownership. If there’s an issue, you just call the shop and they handle it. You can even return items in-store without having to navigate the online customer service hurdles people seem to be complaining about.

​Conclusion: My experience with West Elm was very positive. The team was lovely, very helpful and professional (shoutout to Florentin who helped me to place my order). The products are pricey, but you’re paying for quality and service.

If you want a great experience, go in-store and talk to real people. You can’t complain about "bad service" when you’re sitting behind a screen dealing with bots !

I bought a Jensen Round Table with a wooden base in an acorn finish: this, because I saw some nice out-of-stock West Elm products for sale in John Lewis so I thought they must be a trustworthy company and went directly to their website.

After purchasing online at westelm.co.uk, when it came to delivery, the delivery company, Wincanton, refused to honour our contract to deliver and install the table.

It didn't help that they chose to arrive at 7am, in a residential road, in London, driving a seven and a half tonne Lorry - the argumentative driver complained he surprisingly couldn't find a place to park and so was unable to deliver and install the table: I could see several contributing factors that possibly led to the inability to park his gigantic lorry: maybe neighbours were yet to leave for work at 7am and, well... it's a normal residential road... in London.
Oddly enough though, he felt able enough, while blocking the road, to offer to deliver the table; just not able enough to block the road, deliver and install the table, which was the service I paid for.

As I simply don't have a jot of free time to be assembling furniture at present, and the driver was unable (or unwilling) to do the job I paid for, I resisted his pressure to just take the delivery - at which he became demonstratively annoyed that I didn't bow to his pressure.

So, naturally, the next course of action was to reach out to the shop, to West Elm that is - note, there is no email address and no postal address for West Elm that I could easily find on their web page, so the only method of contact seems to be by phone.

I was connected to the USA and after the first call I was unconvinced that West Elm was committed to delivering any kind of reasonable customer service: on my third call I decided to request a refund - only to be told I now have to wait 3 weeks to get my money back.

So:
West Elm still has the product within their system.
I don't have it!
West Elm still has my money.
I don't have that either! (Yet! I hope).
An acknowledgment that a refund has been actually processed by West Elm?
Nah! I don't have that assurance because West Elm won't do that kind of thing.
How about confirmation that the delivery company, Wincanton, have actually been told to return the table to the West Elm Table Repository and not to attempt another delivery?
Nope!! West Elm won't do that either.

I discovered that West Elm is an American based company and, if my interactions with them are anything to go by, UK customer service appears to be the very, very last thing on their collective mind.

Then I checked Trust Pilot : ( and oh no!
I am not alone, it seems.

You may find it better to look elsewhere and I truly hope it's not too late for you.

Update:
Got a message seemingly from Trustpilot that got plumbed into my junk pile - with an incredibly tight 3 day response time. I saw it on the 4th day...
Well, my review is genuine, and I'm not sure what additional information West Elm would like as they haven't asked me directly. They don't do emails, remember?!

Thankfully, today I have received a part refund from West Elm - though it was £100 short of what I paid. I'd like all of my money back, especially as it was West Elm who didn't honour the contract - not sure why I should be out of pocket.

Very poor communication and disappointing customer service from West Elm.

A faulty product was delivered as part of my order. I gave West Elm the benefit of the doubt and allowed one of the faulty items to be taken back by the delivery team, after being told the company would be in touch to resolve the issue. They never were.

After two days of silence and several emails from me to both West Elm and the delivery company, I finally spoke to customer service. At that point, I was told they needed proof that the item had been taken back by the delivery team. This was never communicated at the time and assumes the customer understands or is responsible for the internal processes of a global brand.

Rather than taking ownership of the situation, the tone of the conversation made it feel as though I was at fault for raising the issue at all.

West Elm failed to follow up on part of the order, provided no clarity, and attempted to shift responsibility onto me instead of addressing the faulty product and lack of communication.

It’s a shame, as I like the products the brand sells, but based on this experience I would think twice before ordering again.

UPDATE: Due to the lack of clarity, or help from the WE team, we cancelled the entire order. Waiting for confirmation and collection of items.

ANOTHER UPDATE: It has now been 15 working days since our order was returned and we STILL have not received a refund from this company. Despite assurances that it would be 5-7 days upon receipt by the collection company.

Avoid this company at all costs, awful CS and as far as I'm concerned has kept our money for their faulty goods that were returned within 14 days of purchase.

We are contacting our bank to see if there is anything we can do to return our funds.

UNBELIEVABLE (as of today 17th Feb) West Elm have informed us that they still have not received a receipt of return despite it being shown on their system as at a hub for processing. This is absolutely disgusting. They also informed me that even though legally they are required to return the goods within 14 days (business) that the best they can do is escalate it with their internal team whic hwill take another 1-3 business days!!!!! What kind of company is this? They think they can just treat customers so poorly?!?!? IM SO ANGRY right now.

Extremely poor customer service. I requested a cancellation minutes after placing my order. The cancellation was never processed despite being told it was being handled on the phone. The items were then delivered and West Elm have made me pay for additional returns costs as well as not refunding the original return cost which I shouldn't have had to pay for. I have been treated extremely poorly on the phone by very sassy staff and have had no response over emails. Very disappointed and left out of pocket.

THE WORST RETURN PROCESS - I've made a return in mid December, I can see the UPS tracker has delivered the item back to warehouse. BUT I have no update on the return, so I emailed 3 times and there is no response. There is no chat service on the website (apart from the a chatbot which is not helpful), and I have to call customer service stayed on the line for 30 mins just to wait for them to raise a case for REVIEW. I am still waiting for my refund.

This product delivers good core functionality for the price. It performs as expected for most basic tasks and is reliable for everyday use.

However, it's not without its issues. The overall design feels a bit dated, and the user interface could be more intuitive. While it works well enough, it doesn't stand out or offer any particularly exciting features. It gets the job done, but without much flair.

It's a solid, middle-of-the-road choice—nothing spectacular, but it doesn't fail at its main purpose either. You get what you pay for.

Appalling service - missed committed Christmas delivery date for sofa. Poor customer service with incorrect information about delivery dates and order status provided on multiple occasions and very slow turn around of emails - AVOID

There are far more reputable companies you should give your business to.

Terrible return process. I returned the item on November 22 and still haven’t received my refund. I contacted customer support, but nothing was resolved. I am now taking further steps with my bank. I won’t shop here again.

Mid century console had warped under its own weight. Customer service say nothing they can do as past a year old. Terrible quality and service.

Fault with a chair. 10 months old swivel office chair.
Called the customer service line to be told that their terms and conditions on the web site state that as it is outside the 7 days from order they couldn't help.
I stated UK Consumer Law protections but they weren't interested. Spoken to my card provider instead.