Ordered a table in February, attempted to order twice, twice the system told me they could not process online orders. Called West Elm, placed the order on the phone. Comes April, still no update on the table. Called West Elm, they tell me they cancelled the order due to no stock but there is a delay in refund (the claim to have cancelled it on March 14th, we are in April). This is a US company and they are great for online delivery in the States but this is just terrible in the UK. So now the still have the £800+ of my money and I have zero table to show for it. Save yourself the headache and avoid ordering from them online.

I saw a very good looking serving tray during the holiday season and since the specific colour was not available at TCH store, I bought online. The tray arrived damaged and it took nearly 45 days to receive the product in good condition. I tried reaching out to customer service via email - no response. Next, I constantly kept following with CS team on the delivery date. Now that I have the item I initially wanted to purchase and use, I feel like returning - just because this company does not care about customer service. Horrible experience!

Very bad customer service, rude staff. The punk girl with the pink hair and the manager who was standing behind the counter, need customer service training. If you don't want to be nice or even civil to customers, do something else. There was a lady wearing a headscarf who was polite and nice. Unfortunately she seemed to be the only nice person in that store (West Elm, Westfield London branch). Avoid if you can.

Unfortunately not a good experience at all from the outset, wrong advice, bad customer service, and they were not able to figure out the right furniture, right measurements, and ended up asking me to do their job after failing to deliver! A business ripe for disruption.

Terrible customer service both in store and on the phone. The manager in the Westfield store is unbelievably rude. The customer service on the phone is sloppy. So disappointing because I love their products!

best place in Westfield for furniture and home decor with design items at affordable price

Do not trust their online opening hours. Despite their opening hours saying 10 to 8 most days, it seems that since 2020 they actually close nearer to 7pm (and bet 7 & 8) depending on how busy they are. I've asked them to update their opening hours but they say it's too difficult as done from America (sad in my view as I know how very easy Google allows for updates), so be aware!

Worst place to buy furniture, manager lady Charlotte the most arrogant person, nobody will help you with anything

Delivery has been a nightmare. Took nearly 2 months to get a display floor sofa to our flat 2 blocks away. It didn't fit through the door so I asked for a refund. It took another 2 months for confirmation that their warehouse received the sofa in order to process the refund but now they can't process the refund and need the US office to get involved who can't find my details and ask to phone back every 3 days. Do not buy anything bigger than a coaster from here.

One of the most trendy and authentic stores in London for home furnishing. Loved their cushions and table designs.

Zero customer service, I wanted to ask some questions and all the staff while watching me trying to get their attention ignored me and talked to me amongst themselves. In the end I left and won't be coming back.

Lovely addition to the new wing of Westfield. Beautiful furniture, well laid out & great for home inspiration. I will be returning!

The staff in the store are lovely but having bought a Cooper Mid-Century Leather Swivel Office Chair from West Elm in April 2022 for £699 which is now defective, I am left feeling frustrated with West Elm, especially since the customer care team will not assist any further. The item is now defective with a malfunction of the swivel mechanism and the chair rocks on its axis as the metal chassis has failed. West Elm will not assist any further as they state you 'buy as it is' with a 30 days return period. The do not acknowledge the UK consumer rights for such items purchased. I would not buy anything from West Elm again,despite having several of their furniture items (desk, shelving and office chair). I loved this chair and the design but I am really shocked by the quality of the item.

Very frustrated to spend £6000 on outdoor furniture to be told after purchase the website is wrong and the protective covers for the furniture are not available in UK only in the USA. Totally unacceptable, to sell the furniture but not the covers to go with it. This is the UK.. where you will need the covers more than ever! Customer service SHOCKING offered no resolution whatsoever. Check before you buy any Porto range!!

You get asked to move along if you sit on the furniture, even after explaining that you have knee problems and just wanted to sit for a few minutes

Excellent customer service at Westfield White City, staff were very friendly and helpful especially Loulou. Thank you

Nice store, full of great furniture at prices to match. Friendly and knowledgeable staff.

Nice selection furniture and accessories for the home. Good quality, on trend and quite reasonably priced. Staff very nice and friendly.

Looking for couch, they had very limited supply better to shop online bur I want to sit on couch, feel fabric and see couch bef5id purchase so it was a waste of time.

If you don't know them they are a US brand. Pricey but not too bad. Very nice sort of modernist furniture. If you like John Lewis they are a lot like them. Funnily enough they are now stocked in John Lewis but this place had a much bigger range

I’ve been there many times and the lady working there is nothing short of amazing, seriously helpful and ridiculously good customer service on her part, I had nothing but a good experience with this store.