Westelm Bewertungen 

Fault with a chair. 10 months old swivel office chair.
Called the customer service line to be told that their terms and conditions on the web site state that as it is outside the 7 days from order they couldn't help.
I stated UK Consumer Law protections but they weren't interested. Spoken to my card provider instead.

The delivery of over £3,000 of furniture arrived and they said that the largest item (a table top) did not fit through the door by a small margin in its box. I was obvious to all, including the delivery people, that the table top would fit through the door if unboxed.

However they refused to unbox the item. Stating that if it was unbox in the hall way they could not deliver it to the room and could not assemble it - this is utterly ridiculous, how else do you assemble it?!

Consequent they left the item in the hallway of my apartments and did not assemble ANY items of the order, leave me to do it myself with some help.

They also did not take away any of the packaging, of which there is a vast amount, costing me additional expense to dispose of.

Their own customer services email address, as stated on their website returns with 'This mailbox is no longer monitored'. I wonder why? Called and waited on hold for a long time and gave up.

All of this is wholly unacceptable. I will never purchase from West Elm again and I would not recommend anyone else does.

Placed an order for a large planter, realised shortly after that it was the wrong size. Called and cancelled the order, but it was still delivered. Its customer service team keep promising that a collection will be arranged but it never happens.

Awful experience from what is supposed to be a 'premium' brand. This was my first order with them, and it'll certainly be my last.

UPDATE: Despite their response to this review and further contact with customer service, they have still yet to arrange collection of the item. I will be escalating to AMEX.

Absolutely the most atrocious customer service there is. I ordered a planter that arrived and had completely different measurements from those stated on the website. They said the distribution centre sent me a wrong one, so they organise for the return of the "wrong" one and send me a new one. The new one arrives, and is exactly the same as the previous one. I contact them again, and now I speak to "May" over the phone (for 55 long minutes) who supposedly arranges for the pick up of this one, and we agree I will order another - different planter that should match the dimensions I need. I order this planter on the phone with her, and she confirms the price of the planter is £199. I give her my details and get a confirmation email of £258 being deducted from my account - and apparently that extra was delivery, that she didn't share with me. I immediately ask her to cancel the order, as I wasn't going to pay for this with that delivery price and she said she cancelled it. I then got a notification from a delivery service to choose a date for this to be delivered. So I called again, and another agent picks up and she is also extremely rude and basically hung up the phone on me, after shortly brushing my problem off and saying that the cancelation request might be in progress, and it will be investigated. And then she hangs up! Please trust these 1k+ reviews here and do not order from this company!!!

Terrible return process. Was on the phone for over half an hour just to generate a return. Extremely rude staff as well which didn’t help this service. Completely regret buying from here

Followed instructions to process a refund, returned at my own cost, and I have had no response from their customer support team on either the existing chain with a named individual or on follow up emails via a new chain. Live chat does not work and phone calls have not been picked up. Atrocious customer service. I don't normally write reviews, but felt compelled as this has been one of the worst retail experiences I've ever had start to finish. Should have checked Trustpilot prior to my purchase as it is clear that this is a company wide cultural issue from the top down. Avoid at all costs.

Placed an order for a 4.3k sofa - 1 week later it goes on sale for over 1.2k off. Customer service has so far refused to honour any price reduction - who does this in this modern day? I’m trying to instead return it (I’ve had the sofa for 2 weeks, so well within the return period) - and customer service are now ignoring my request. Horrific experience so far and not something I’d expect from a ‘premium’ retailer. I fully expect them to resolve this asap - as I expect either to honour the price or to process the return of the sofa.

never never order from west elm again
return was impossible to organise - despite multiple calls to customer service, pick up took maybe 5-6 calls to actually sort
then no refund
i called up customer service and they had the cheek to say that given it's the uk, i had to update my credit card details. i asked them how i should have done this and they said i should have called them
not sure if it is a scam or just incompetence

I bought the Sculptural Glass Globe Ceiling Lamp and it arrived intact as advertised, not damaged, well packed and looks great! Arrived on a 3rd working day. Thank you!

I placed an in-store order with West Elm UK and they said I could cancel within the UK's legal 14-day cooling-off period, I exercised my right to cancel the order within 24 hours — confirmed by their customer service team, who assured me a refund would be processed.

That was over a month ago.
Since then, I’ve called five times and been told every time that “the refund hasn’t yet been processed but will be this time.” It never is.
They no longer maintain their email
and there has been no written confirmation or refund whatsoever.

This behaviour breaches multiple UK consumer laws, including:

Consumer Contracts Regulations 2013 (failure to refund within 14 days)

Consumer Rights Act 2015 (non-performance of statutory duty)

Consumer Protection from Unfair Trading Regulations 2008 (misleading assurances)

Customers who have this problem should exercise Section 75 chargeback through my credit-card provider and report them to UK Trading Standards, Citizens Advice, and the Competition & Markets Authority (CMA).

Appalling service, broken promises, and complete disregard for consumer law — avoid West Elm UK at all costs.

Please be aware the return process is horrendous. West Elm do not have the expected modern procedures of an established company in returning an order. No QR codes, no online forms, or instructions or anything to make the return efficient. You will have to phone a poor soul who has no idea what's going on and seems to try their best, but are trapped within what seems like a deliberately obscure and difficult process.
I was reassured that I did not need to chase up the return request when I clearly had to. During the second call I was told that there was no record of a return being requested on the order. Then suddenly the "notes" were available.
We are told we have to return an item within a certain time limit which is fine if they even recognise that the order has been delivered and paid for instead of being permanently "pending"...
You can sit for ages waiting on a silent line not even knowing if you are still connected as someone types in their request for you. The lines are only open between 8 -5.30 so tough on you if you're working. It is very hard not to be suspicious that the return process is deliberately contrived to make it so that you just give up the whole thing. I have already paid tax and £15.83 on postage and have no idea how much they will charge me for the return if I eventually do get my order processed.
Personally , I will not order from them again and would advice anyone else to be very wary. Also, the quality isn't as good as the prices would suggest.

Dear "WEST ELM"
Regarding the reply below my review you have not contacted me to ask for information. Neither by returned telephone call or email. Am I supposed to post my order no. on a public forum for all to see?
To your further reply.
Wouldn't this problem be more efficiently solved if you had an actual email through which your customers could contact you? Oh, and I still have had no return contact or information after my second call or even a confirmatory email that I have even spoken to anyone.

Worst customer service ever. Order 3190623. Never received the items. Whenever I call, I talk to absolutely obnoxious female customer service agents with horrible attitudes. They will simply just hang up and refuse to fix any problems WEST ELM is responsible for. Horrific customer service. Do yourself a favor and STAY AWAY FROM WEST ELM.

bought a throw and cushion covers. Ive had them 6 weeks they are a disgrace cushion covers are all pulled and the throw is all bobbly. Absoloute disgrace for the prices they charge. Never shopping on their website again and will never reccomend them

The deadline to submit information has passed! Please resend it

Delivered broken bowl, won't respond to my refund request.

Sadly More lies.

I got a response saying that my refund was approved well it most certainly has not! I called and called and have been told it will show but it still has not. Imagine waiting more than a month for refund?!?
And it was West Elm who cancelled my order 2 days before delivery because suddenly they were out of stock when I bought and paid for the item on June 12th.

Customer service was unhelpful and rude. We have purchased many items, and we have problems hanging the mirror. After a couple of phone calls, they said that the agent left a message for us, waiting for us to provide details. Yet, when I called a few days ago, no one passed this message to us.

Update: The reply from West Elm below says it all and is a great illustration of just how bad their customer service and PR is. I'm a leadership coach and am always interested when a company's top team lets this be the customer-facing approach. To just not care so visably is, I'm sure, not what they want as their USP.

Just to be clear on the situation for anyone making up their mind whether to buy from this company, we had the table outside for one summer, used minimally as we travel a lot, followed by storing it covered, as per their instructions, for the fall, winter and early spring. The paint has flaked off all over the top of the table, making it look very unattractive and clearly of bad quality, and due to the construction, it can't be sanded to repair it. Indeed, they have never offered to repair it (even though it was within a year of ownership), a nor have they offered a colour matched paint which if it were possible, we could have at least tried. Since the first polite email from us their attitude has been 'not our problem, sort it out yourselves'.

Interestingly, they have discontinued this item now which you would hope is because the product is of such bad quality, but they said it was because they simply changed their product range. Either way, I would go literally anywhere else only due to their customer service and quality of product. It's a shame as their designs are great and the showroom staff are lovely, but unfortunately if you can't trust the quality of the product and you have a massive problem with the back end of your customer service dept, and ultimately with the leadership team who should be all over this, it doesn't matter how good something looks in the showroom, you will always be a company who people are happy to leave behind for another who demonstrates some aspect of care.

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Original post:

Absolutely awful customer service and product quality. We bought a Portside outdoor table and chair set which lasted one season before the paint started disintegrating. We contacted them to discuss it with them and they said that we needed to paint it each year. It’s not possible to do this with any neatness due to the construction of the items but anyway furniture of this cost should definitely last more than one year. We stupidly spent almost £3000 on the whole set. I would definitely go elsewhere in the future and would have given 0 stars here if I could.

Placed an order on the 14th of April and spent £786.00. Called the customer care line on the 2nd of July and asked them to cancel the order because they could not give me a date for delivery!

Called back on the 14th of July as there was no sign of my refund, only to be told the order had not been cancelled. I was promised an email to confirm my cancellation and refund within 24 hours - instead I received an email from West Elm Au on the 16th of July saying the expected in-stock date was the 20th of August or I could cancel if I wanted to - by calling the number I have already called twice TO CANCEL.

I emailed their customer care team regarding cancellation and a refund on the 17th of July and to date have had no acknowledgement.

I will be initiating a chargeback with my credit card company as West Elm are breaching my consumer rights and keeping cash that is not theirs to keep.

Their service and customer care is a shambles - and its a real shame because I have purchased some fantastic quality furniture and lighting from them previously.

Oh and when I logged on to look at the status of my order today it is showing estimated dispatch 17/04/2025 - maybe they mean 2026.....

UPDATE - Not much of an apology from West Elm. I've not yet initiated a chargeback so if you really are about to refund me - I expect to see those funds in my account this week.0 stars would be a nice choice for West Elm!

Company deserves to be shut down and refused from selling their goods to the public. Unfortunately, I had to give them 1 star but If I could I would give them 0 not that they are deserving of that either.

Their customer service is diabolical and no one in their customer service department is helpful, knowledgeable or infact willing to help with your enquiries. Or capable may I add.

Item arrived in the post damaged and then I requested to return the goods but was informed that no one in the UK was able to return any items by courier due to a problem with their systems. Seems like a poor excuse for a company of this size to not be able to return an item. After waiting 1 hour on the phone someone then advised me that they were still unable to help. Situation is still not resolved and I just hope that in time trust pilot will act on behalf of the customers who have written a review about this dreadful company and work alongside the necessary organisations to shut it down.

How can West Elm continue trading?

They don’t deliver service they deliver a disaster.

Rude female salesperson,really bad attitude.I can only think she disliked her job and wanted to disrupt the company making any money.i decided to take my business elsewhere.