West Elm First Responder Discounts January 2022

I see all the low reviews, but I have to say that I've had a great experience with West Elm and particularly Patricia M. L. from the Westfield Mall location. I ordered a whole set of bedroom furniture and a set of dining chairs with her assistance. I had a bit of a problem with availability of the chairs that I ordered, but Patricia took control of the situation and went above and beyond to find creative solutions and to locate and get my items delivered on time. She is caring, super friendly, professional and of managerial quality. West Elm, you need to recognize superior employees like this because they make all the difference in building your business. She understands customer service when many around her do not! She's a star - take care of her!

Really mixed experience with West Elm. Have purchased significant amounts in recent weeks and generally well served. However bought a Mango industrial coffee table and it's awful. Really badly made, so much so that the pre-drilled holes on one of the support cross bars are all too big for the screws - they just fall out. Lid doesn't even close properly. Not sure what to do, live with it and fix the screws myself as from what I can see customer services and returns area nightmare, Such a shame as I was a big fan uo until now and had some great furniture so far. However thsi table is so poorly built, so disappointing as it looks like such a good peice until you try and put it together.... Was impressed to be contacted by West Elm on back of this review and reached amutually agreeable conclusion. Credit to them for taking tim eto resolve it - Well Done

Had to return a faulty item I purchased yesterday. I had already thrown away the receipt. The store was most obliging. Thank you so much.

The furniture from West Elm is great quality but the service experience is terrible. I have placed 3 orders with them. For one, I wish to return an unsuitable item of furniture. I called to arrange this over a week ago and haven't heard back with a date for when this will be collected or refunded. On the same call, I cancelled an order I had placed for a marble table. The CS rep said that was fine and it would be cancelled. I called again a few days later as I hadn't had this refunded to be told that it was actually too late to cancel, and that when it gets to the delivery company for dispatch I need to work with them directly to get this cancelled and then refunded. This seems insane!! They should work with their delivery company, not the customer, as the item hasn't even been dispatched yet. There is no UK call centre as far as I can tell and it seems to take about a week to respond to emails, but the US call centre cannot help. Completely dissatisfied, particularly given the amount I am paying. I wish I had read these reviews before I ordered.UPDATE: West Elm contacted me through Trust Pilot and they sorted all the issues above. This was great customer service, I just wish it had been that way from the start. I am really pleased with my new furniture, it's great quality and looks good in my new apartment.

UPDATE: Laura from West Elm called today and I am pleased with her efforts to resolve for me.During the buy more save more promotion I purchased furniture (sofa/ shelving unit/ chair/ cushions). I placed my order and received a confirmation and the funds moved to pending in my account. A week later I checked my account and the money had not cleared. I called west elm to query when the funds would clear to be informed they had cancelled my order due to an issue with it the billing info. I had not been notified of this or contacted to be informed you had cancelled my order.On Saturday I was on the phone for 1 hour and 33 minutes while a member of staff placed the order again. I provided my card details over the phone and after hanging up received a new confirmation email at the value of over $5000 with what looks like parts of the sofa ordered twice. When I called to query I was informed that it was actually £5000 not $5000 and there was not a second sofa included despite this showing uk twice on my copy of the confirmation email. By this point I had spent 2 hrs trying to sort this order and was out and unable to spend hours more going through the process again. I asked for this to be cancelled in the meantime as I do not want an additional £2000 coming out of my account due to your staffs errors. I was told I would receive a cancellation email - I am still waiting. I need a resolution. Despite all this stress and difficulty, I actually still want my furniture order placed with the discount honoured and received in time for moving in to my new home at the start of October (which I was on track for when I placed the initial order). Very disappointing - emailed the above messaging on Sunday morning and still no response. Based on the email communication I have 3 live orders for 3 sofas?!

I ordered two marble and brass table lamps. Having read the negative reviews I was extremely sceptical, however West Elm was the only retailer who had the style I required. I decided to give them a chance and all worked out fine. As it happens, I ordered the last two stocked lamps and was extremely worried if their stock was incorrect, I would have to wait until mid Nov for delivery (something that happened with another big brand retailer). However, two days after purchase they arrived via a friendly and careful UPS delivery person. I'm not making promises based on the other reviews, however this time West Elm & UPS have done OK. Lamps are very nice by the way and good quality, although the shades are quite large (check 'shade' dimensions is my advice). Thanks

Before ordering from Westelm I read the below and almost didn't make a purchase given how critical the reviews were. I really liked the furniture (I think we can all agree on that!) so decided to go ahead. Bed side table arrived within two days and the chest of drawers arrived after 3weeks. These were both quicker than the estimates on website at the time of order (I think estimate was 6-10 weeks). Delivery team were nice and brought furniture to destination.The £120 delivery charge is significant, but the furniture isnt light. I have had real issues with online furniture retailers in the recent past (Made.hell!), but this was very good. Would recommend for sure!!PS happy to provide receipt in case anyone thinks this has been written by 'Joe' in customer complaints dept at Westelm HQ. I dont normally write reviews, I just felt my experience was so different to what others have written about it was only fair to report my experience as it was.

Save yourself the hassle and don't order from West Elm. They use UPS, who cannot seem to figure out how to deliver in London. £8 delivery fee for sheets! It's been a week now and I still don't have them. I had to be on the phone with UPS to finally figure out that they've sent the package back to the depot and weren't even going to let me know. West Elm should pay ME for all the work I've done to find this package. Use a company that sends with DPD, Hermes, Yodel, or Royal Mail.Edit: These really are the loveliest sheets!

I ordered several items from West Elm, and a lot of lights at the start of the year. The furniture is lovely and good quality, and the staff at the Tottenham Court Rd store are friendly and helpful. The sconce lights were great, the LED rods did not work. Returns were a nightmare, it took months to get things returned. So I had boxes piled up waiting for collection. After my initial review, I finally got UPS labels to be able to send the faulty items back.

West Elm Global Customer Support Very Helpful and Professional

Just wanted to thank Westelm for the really quick response to my issue with the Capiz art that I purchased . The website has been updated and Westelm were really quick to apologise . I have since purchased other items from Westelm and their customer service from start to finish has been excellent . Would really recommend them and strongly suggest you look at their excellent sale !Thankyou everyone at Westelm

In relation to my earlier review - a very quick response from the social media team has resulted in the item being pick up just now - and I’m told a refund will follow. Many thanks! Can someone from West Elm clarify the process? I did try to send this via the private message route but the system wouldn’t let me...

I ordered a lot of furniture from West Elm’s website . I’d usually have used John Lewis but they didn’t have all of the pieces in stock that I was looking for. I placed the order then came on here and felt sick reading all the bad reviews. I was sure that something wouldn’t turn up or there would be bits missing etc . I am very happy to say that the delivery process went very smoothly . The delivery men were very friendly and helpful and respectful of safe social distancing . My husband put the furniture together and reports that it was easy to do . All the pieces look amazing and we are pleased with it .If you’re in the UK it might be best to order via John Lewis if you are worried about potentially bad customer service.Thanks so much West Elm, you can get it right sometimes it seems ! I’m so glad !

I placed 2 orders with Westelm over 2 consecutive days for some cushions and curtains. As I have shopped with their sister site Potterybarnkids and loved their products I assumed Westelm was of a similiar high standard - I was then horrified to find these almost unanimously terrible Trustpilot reviews! I was quite worried imagining my order would be wrong, damaged or never even show up but I was pleasantly surprised.Both orders arrived 4 days after being ordered via UPS which I was really pleased with, and the quality of the products are gorgeous. I am really pleased with them and they are of such high quality. Nevertheless, based on all of these reviews I would never order any large items such as furniture and feel I got a bit lucky! That being said I would order small items again, I can't fault my experience at all and think its only fair to give them the positive review they deserve in this case.

We ordered some pieces for our new home, they arrived via UPS on time. Packaged nicely, although I cannot fully comment on the item as we have not installed it yet.