Avoid West Elm at all costs
In December I placed an order with west elm. I saw a few horror stories online and took my chance anyway. It was a nightmare, so I figured I’d post my story in hopes that there are enough online others don’t do the same.
Dec 15- I saw a table (Aubin) online and some custom chairs I liked, the table was in stock and could be delivered in January and the chairs, being custom would take until March.
I called and asked if they do split orders. They said yes, I placed the order gave the number and expected my table to arrive in January.
Jan 30th - We are now past the delivery date for the table, so I called and asked where the table was and they said it was almost here but they couldn’t schedule the delivery yet, all back when it arrived.
February 15- I call back again, table still not arrived but would be soon, they’d split the delivery when it arrives
March 20th - I open chat, they tell me table had been available to ship since Feb 20th and would get it to me right away, earliest day is Saturday March 28th. I book that day. They say they’ll call me on the 27th for me to select an exact time.
EOD on the 27th I call and let them know I never got a call for delivery. They tell me chat can’t book, the table is indeed not available for delivery, and they don’t know where the tables or the chair are.
I’m have screenshots from every one of my calls saying the website shows the table is in stock and ready to be delivered in 6 weeks, same status in Dec, Jan, Feb, and March, yet somehow this table cannot be delivered to me.
That offer to escalate and at least get me table. They’d call me back in two working days.
A week later (April 3) I call back. They still don’t know where it is, and they offered to escalate but have no solution. They cannot offer to include me in the email chain for the escalation, send me any written summary or notes about or call or their promise to support or when they’d get back to me.
Finally, I give up and ask for a refund.
I have no clue how a company who can lose a table for 5 months stays in business, but this seems to be pretty common if you search around.
Best of luck to anyone considering ordering.







































