west elm

West Elm is a shady company. In January I bought curtains online. They took two months to get to me and then what I got didn’t seem to be the same as the photo when i ordered. I looked online and now see that they have changed the photo of the item online (same item number) to curtains with a different type of fabric. They’re taking no accountability for this shady switch. Don’t buy from them, they’re way over priced for very poor quality items and take forever to be delivered.First photo is the photo online of what I bought, and second photo is what the photo is now changed to on the website and the type of fabric of curtain I received

It feels as if they don’t want your business and when you call them to ask for shipping information, I felt as if I was intruding on them. Furniture looks great and I have bought a few. But this will be my last purchase with them. I’m still waiting for the other half of my table to arrive..and customer service could not be bothered to tell me when it would arrive.

Bought a bunch of rugs online, arrived in perfect condition so no complaints about the delivery service.Have been to the store once and service never approached but I don't mind browsing alone.Wish they had more variety of stock, I checked their USA site and some amazing stuff never seem to make it over here.

The in home designer service is a joke. They didn’t visit the apartment and went off photos. The end result is between a hit and a miss. Some of the furniture looks completely out of place. Ended up spending 9k+ with the majority of the furniture from the mid century range and after 3y is showing its age. Two office chairs one costing $1300 and the other $800 have both failed. The failure on both has been the castors. They are simply cheap and nasty.West elm looks great but cheaply made junk.

Looked at a few rugs on the website and called to ask if they had them available in store for viewing. Staff were friendly on the phone, though it took a few minutes to check their stock levels.We dropped by a couple of days later and they were happy to let us wander around the store without bothering us, and were helpful when we asked them for advice. They didn't have the rugs we wanted in store, so they ordered them to be shipped to us from their warehouse.The rugs arrived 3 business days later, and they look and feel great! Altogether an excellent experience.

We’ve spent more than 3k at West Elm this year. I place an order over the phone after the lamp we brought home from Bondi store was found to be scratched and marked after unboxing and no stock left was left in either store. I placed an order over the phone with Chatswood store. I rang the following day to add a small item to my existing order and was told it was too late and that I’d have to pay for shipping again if I wish to add to my order. This is ridiculous from telling me it will take 2-8 weeks to receive my delivery to telling me it’s too late to add to my existing order less than 24 hours after it was placed and my order was yet to be fulfilled. Thank goodness customer service at head office had some sense, they added to my order after I complained and did not charge me extra shipping. This is appalling customer service from Chatswood store manager. So many negative reviews, speaks volumes.

Be careful when buying from west elm. Aftercare service is horrible. My dining table came scratched over a year ago. They kept promising they will deliver a new dining table but it never happened. Finally got a “refund” and was reassured the money will be back in my Amex account (and even took time to take my credit card details down) and turns out they returned it back as a gift card instead. Called customer service and their shift manager Michelle is unhelpful, unfriendly, does not listen at all. Called the store and they said they will look into some matters for me but they never got back to me. Please avoid at all costs. If only I can give zero stars…

West elm has gorgeous, largely incomparable pieces and overall hard to match style in homewares in Sydney (particularly at this price point). So much potential, so many frustrating and sadly avoidable issues due to their online platform and supply chain issues. I really do love west elm... mid century meets great gatsby. It is therefore madness that it's not as successful and has a bigger presence in Sydney and across the major capital cities. The market is here for it. The west elm shop staff seem to be trying their best. Their sales are rigid, inflexible, and all roads seem to lead back to the phrase 'computer says no'. For example... if you place an order online or in the store to be delivered in 3-6 weeks. 5 minutes later you decide to try to add to the order. Fail. Computer says you have to place a new order, and pay a large delivery fee again. In my opinion whichever IT or operations team set up this up needs to take a good hard look at their career choices. Also.. The website is full of items that are out of stock both online and in store... such a frustrating waste of time! Such a shame west elm.

Bondi Store - Inattentive staff (except Jeremy). Left the store without being served (Staff too busy chatting around the table) .Came back the next morning only to be an imposition to the girl sitting at her desk who seemed to be glued to it. Never got up to discuss my requirements.As I’m a glutton for punishment , I Purchase the overpriced $4500 lounge.Incorrect lounge delivered (Chaise on wrong side)In Summary, I’m told it could be up to a month for a $4500 refund for their mistake, judging by the reviews, probably longer.Williams Sonoma have only made 1.13Billion in profits this year, So I guess they need to hang on to my refund for as long as possible.We’ll wait and see how long it takes.What a Delightful company.

alex was so kind and helpful. Wish I could give her 10 stars for her amazing customer service