Horrible! Do NOT Shop here! I returned a chair (that was eligible for return) and never receive my money back! They took a chair back but DID NOT return my money as they promised. Their customer service is waste of time, I contacted them 3 times about the issue and all they said Waite 2 weeks, well I have been waiting more than that and still never received money back, lucky I shop with credit card and my credit card service were able to help with their business!!!! Seriously how do you even have business in the USA if you Don't return money back for the item that you took back from customer??!! Never shop here again. I'm so regretted that i bought here so much stuff (sofa, dinning table, chairs, wall art and much more) and when I decided to return one item back that was absolutely eligible for return and THEY TOOK IT BACK I did not receive my money back!

Used to love West Elm Ordered from west elm in august. About 3-4 weeks later we got a text and call to say the order is on the way and will be delivered. The day of the delivery we get a call to say it is cancelled. When we placed the order at Gulfstream in Miami, the store manager told us that the difference between placing an order on line vs in person at the store is if there is an issue, he would take care of us and make sure the issue gets resolved. It is now 3 months later and we have Called the managers and store personnel there at least 10 times. Each time they take our name down and tell us they will get back to us and they never do. We have no idea where our order is or if it coming. We have spoken with 3 managers: Andrew, Troy and Oscar (head of Dept) They say they have issues with our warehouse, which is totally a reasonable problem, but the least they could do is call us back with information when we call. While they were nice on the phone, they don’t follow up with resolution. Don’t worry, it’s coming. It’s like lip service. Really awful customer service. Super disappointed.

The store is as lovely as any other in the country, the products beautiful and well made. The employees are friendly and capable. None of that matters if you cannot receive the product. I ordered an expensive light fixture that was quoted as being available in a month, so April. Within that month, the delivery date changed four times. It hit November and that was unacceptable. I went to the store and cancelled and ordered a different fixture, which was delivered in two weeks. Ok. We also ordered a Dining Room Table. I received notification that it was available to schedule for delivery. I didn't choose the first day it was available as I have an order that is still "missing" after four reorders from their sister company Pottery Barn. It was scheduled for today. We took off work to be here for the delivery. I was just called that they need to perform a "dock search" because parts are missing. So now we have taken off work for no reason again. We have no idea when we will receive the table, they offered no time table. I have guests arriving in 2 weeks, so I hope I have a table by then but it's doubtful. I have told plenty of people about the lack of organization this company seems to continue to operate within...my advice to anyone shopping here is, don't buy from this umbrella of companies.

I wish I could leave a review for the awful product I purchased from West Elm directly on their website, but the local store will have to do SINCE THEY'RE AFRAID OF ALL THE HORRIBLE REVIEWS THEY WILL GET. West Elm quality is little to non existent as far as I can see which is disappointing considering having a great experience in the past with a bed purchased 7 years ago. It seems that the company is now only focused on scraping all the money they can beneath themselves and gave up on customer service and quality. (READ OTHER ARTICLES ONLINE - SEARCH : WEST ELM QUALITY/WILLIAM SANOMA) You never know what you'll get a quality piece or awful item which is extremely overpriced. Purchased the narrow leg bed which we originally received almost 4 months after initial order. Ordered in September received late December. Now after 3 months of use the center beam snaps on my husband and I at 3 am, we are now sleeping on the floor as of April 7 and I'm 6 months pregnant. Contacted Cust Service April 8 which told us " If you could please respond to this email with a desired resolution (ex: refund or replacement) we would greatly appreciate it. Once we have your response we will respond accordingly." 3 days after initial complaint. If given the option we will go with a refund! Sounds great. I can take my $350 and purchase a reliable product. They told us bring the item to the local store if accepted by management since we did not have original packaging to ship it back. Upon arrival Apr 13 they removed the item from the car only to tell me they can offer us store credit? Had to put it back in the car. The manager Alain Fequiere "escalated" this to I don't know who and promised we would receive a call back the same day. NEVER HAPPENED. I contacted the store multiple times and left a message and NEVER HEARD BACK FROM THE MANAGER EITHER. Finally had to call customer service April 18 where I was directed to the quality dept. had to resend photos of the damage AGAIN and wait 6 business days/ 8 full days to finally get a call at 8:30 a.m. to be told that they can send us a replacement or store credit AGAIN from someone whose job is to convince me to accept this. At this point I REFUSE. I want my money back and I don't plan on purchasing furniture from this store again. There is no Warranty for your PURCHASE and no one seems to care about the lack of quality or service. NO THANK YOU.

Tried very hard to spend money on a 1k rug and outdoor patio and nobody cared even helping us when nobody was busy. All sitting at their desk making sure they don’t make eye contact. Once you force someone to help you, you get a worthless experience. Save your time, walk across the street and spend the money at Pottery Barn. Excellent team, happy to help and get sales happening. This west elm team is worthless.

BEWARE! Placed an order for TWO items online that gave me an estimated delivery. Two weeks later I went to track my items only to find out that they were on backorder. I ended up calling the store where the gentlemen was NOT very helpful and basically said yea sorry there is a backorder problem. I call customer service and sure enough they confirm that the items are on backorder and have NO IDEA when the item will be shipped. If you went to buy the same items it is giving FALSE information on when items will be delivered rather than straight up let you know the item is on backorder. Disappointing. Not purchasing from west elm again!

This store and company are terrible. They have lied to me repeatedly and have sold me defective merchandise which I told them about immediately and now months later they still have no answers solutions or will even respond to my multiple call back promises that I was given. I made the purchase with the store manager Alain originally who said “if you buy from the store we will help you with the whole process, and if anything goes wrong will be there to assist and aid in the process.” After I called him to explain the problem his new response is “oh we don’t do customer service, we are just a show room and you buying it from here just helps our numbers.” I will never buy from them again

Dont buy from this company. They even dont tell u estimated. Quality also very poor. Dont waste your time and money. Also store manager workers dont respone. 800 customer service only tells you products in Georgia and they cant delivery. Its horrible quality and customer service !!!

Delivery center completely disorganized, poorly run and ineffective. After 4 months waiting for my sofa the delivery was canceled the same day I was waiting for it at home, had talked to more than 20 people in the main office and the delivery center no one knows where my piece is. There is "never a supervisor" to talk to at the delivery center. The resolution they offered: canceling the order. Really?

So far my wife and I have had a terrible experience with West Elm. We ordered a table on 12/2/2022. They said it would be delivered at the end of of December. On the day of delivery, the truck showed up and they forgot to put the table on the truck in the morning. We called customer service and they couldn't reschedule delivery until 1/11/2023. So because of THEIR ERROR, we had to wait almost another two weeks after already waiting a month. On 1/11/2023 the delivery truck arrived again, only this time the table was broken. So AGAIN, we called customer service and they are telling us the next delivery will be another month. So assuming they get it right on the third try, it will be at least 2 months waiting for this table to be delivered. Never again will I give West Elm my business. You would think that they would escalate the issue and prioritize delivery, but no. They don't care about their customers. UPDATE: Now they tell us that the table won't be delivered until May! Unbelievably disappointing service by this company!

Worst service I’ve experienced. They lie to you just to close the sale and offer convenience delivery dates that will meet your needs. I have been waiting for 3 months for something that was offered in 45 days.. I really recommend to find different options than West Elm

Dishonest company. Ordered a dining table in August which was supposed to arrive in September after countless emails and back and forth I was told it was ready in February. Went to pick up the item and when I got home there were no legs in the box! Absolutely horrible company. Save yourself the headache.

Stay away from this company. They are scammers. They has been delaying my order for months. They are selling furniture that don’t have available promising false delivery dates. Not longer a credible company. Awful costumer service. It’s a nightmare. After waiting several months with false delivery dates, I end up canceling. They didn’t have available the furniture that they sold.

Very bad company! Very bad quality of the products and customer service. Also they cant send you estimated information even. Only think is they can answer u is the products are in Georgia.If u want to talk with supervisor they dont let u talk , and they dont call u back also. If u have problem with product nobody reply to u. Also if u ask help about it from the store they never come back to u. If u want more problems in your life with spending money this is best place to do it.

Horrible experience. I place an order online for a mirror that was on sale and in stock and deliver within 2 weeks. After two weeks I received an email saying that my order was two weeks delayed. So I went to the store in Aventura to find out if they could help me. They sales man basically canceled my order without telling me! And now I have to wait for a refund and pay full price if I want again this mirror. Oooh forgot to say the mirror was actually going to be deliver to me in few days and he told me this after he canceled my order 😳🤷‍♀️. Pretty sure he did that so that he could get his commission because I purchase online and not in store. Never shopping again at West Elm!

Do not order. We have been waiting over six months for our bed! End up canceling and delivery was not refunded even when it never was delivered.. not worth it

Made an order on June 3rd. Was told that it is out of stock but will be in after two weeks approx. One month passed… still not shipped. Now websites states to wait 1 more week. Cant use the make up table , not working since I only have one part of “table”. Completely unacceptable customer service. The only thing they can suggest is to cancel my order… thank you west elm, never again

Emilio was amazing and best place to buy your furniture and especially High back Black 🖤 Chairs Leather

Our next family adventure take us to West Elm located inside Village Gulfstream Park with a category of 3.8 and more than 151 reviews, one of favorites brands of my wife they a great selection by season for home, patio and every part of your home if thinking about new decorating. They have a lots designs in furniture and bedding and other things for home.

Ordered our second furniture piece from West Elm the end of August to be early for the holiday-family visit season. After a few months of "delayed delivery" communications from West Elm, we received yesterday our sleeper sofa. It wasn't OURS!!! Wrong size, wrong fabric, and here's the best part, NOT A SLEEPER SOFA. They're "resolution" after several more hours of phone calls was to have us buy a new one from their stock (no choice color/fabric) and HOPE it arrives before our family. West Elm offered to give a full refund when the new one arrives. These folks are delusional. Buyer Beware.

Great sales staff. If you love West Elm products on line, this box store will blow you away. It was a good day.