west elm

Love West Elm goods, but delivery company they use are terrible. I was on hold a number of times and was hung up on repeatedly after being put on hold. They would not confirm if I could provide authority to leave"

Fabulous service from HarryHe found the right item quickly and made my visit a very positive experience.

A couple of years back I bought most of the items for my boys bedrooms from west elm. Now my child is off to university and we are in a new home I needed to buy some more pieces. We finally found an item we agreed upon back in west elm. The item had a tag on it but I was told it was not for sale. I rang west elm customer support while in the store and they explained to me that the item was being discontinued and that the manager could choose to sell me the item. I explained in store how hard we had been searching all day made reference to how hard it is to get a teenager to agree with anything. I asked if we could please please purchase this one off the floor. The manager without even looking up said NO and gave me no explanation for her decision. I rang customer service back and luckily the Perth store had this item and happily sold it to me no issues at all. I just thought the Brisbane manager was unnecessarily rude and dismissive. She made no effort to help me track down another one or offer another solution. Very poor customer service on the part of the brisbane store manager. Luckily the telephone customer service and the Perth store stepped up and saved the day. Based on the ratings and comments I would think West Elm should consider replacing or retraining their current manager. And if you're not a people person and cant be kind helpful and respectful don't manage a retail store.

My experience with this company has not been positive. Ordered a bench seat online and after a lengthy delivery delay (which I know is an industry issue right now), we received a damaged and defective product. Contact centre phone line was switched offso only had email as the point of contact.Customer service requested a replacement without too many issues which was a positive and after another lengthy wait the replacement item arrived. Still not a 100% the product as it still had some minor defects and scratches. But good enough for me not to have to go through that wait again.However, the main reason for this one star is that I had paid for the deluxe delivery which meant the item was delivered, assembled and the rubbish taken away. This did happen the first time round, but with the replacement item, it was just dropped off in my living room and the delivery drivers left.I contacted customer service again and although I had actually confirmed with them prior that the replacement product was to be under the Deluxe delivery option, it had not happened. As they have now taken away the original defective bench, I had no option but to assemble the item myself. Totally fine with this, but not fine when I've paid almost double the shipping for a service I did not receive.After contacting customer service, I would have thought the right thing to do was to refund me the cost of higher shipping service as it clearly was not delivered. However was only told that they are not able to refund the shipping and the only option was to go through another full replacement request...Reading the other reviews on this company, it appears I'm not the only person to receive this type of service.Avoid!

Ordered a bar cabinet & set of stools as a package.Cabinet arrived within a few weeks.Stools are on backorder with an ETA 3 months after purchase date.To cancel the full order incurs a 20% restocking fee despite the order not being fufilled in full.For the price of the furniture the service / experience is lacking. We have had much better experiences with furniture orders from Nick Scali / Oz Furniture etc.

I have never left a review for a business but felt the need to warn potential buyers of this joke of a company.Our order was placed in March 22 with delivery only received 11 October 22 - a delay of 5 months from what we were advised at the point of sale. For the price of the furniture customer service is appalling no one could confirm the status of the furniture. We were charged $200 for premium delivery" which included delivery

Not a great experience with West Elm unfortunately. Paid $350 for delivery only to be told (2 weeks after we'd paid) that they don't normally deliver to the area and that we would have to wait until there were enough items to fill the truck before we would get the delivery. No option to pick the item up from the warehouse (the item was already in the warehouse). Followed up after a couple of months, and was put through to a US customer service team who had no idea how to help with orders in Australia and they said they were the only customer service team (i.e. no Aus customer service). After 4 months of back and forwards and delays, we got the delivery, only to find that the product is faulty - the draws don't open properly and the timber is scratched up as a result. An overall disappointing experience.

Terrible customer and delivery service.Understand there are supply issue as a result of COVID but we have had our purchases pushed out 3-4 months on top of the payment initial 12 week estimate and had to pay for those ($10k+) in full before our order could be processed.The handful of items that have arrived were delivered to and left at the wrong address despite numerous calls to the distribution centre to update details.You will likely have delivery delays no matter where you shop but the wait and customer experience may be more palatable somewhere other than West Elm.

Wow! Fast delivery and great price (nabbed it on sale :) )! I love the side tables I received, many thanks West Elm