West Elm UK reviews

I highly recommend West Elm for their exceptional service and quality products. Our dining table and chairs arrived promptly and were of excellent quality. The delivery team was professional and efficiently assembled everything. Special …

We recently went out on a sofa hunt and visited almost every furniture store on the street, but ended up buying at West Elm because the sofa was very good quality and the customer service from Johan was close to perfect. He took the time to …

I’ve ordered several items whilst in the store and telephoned the store with additional items needed and found the service very friendly and efficient. The delivery guys were also excellent taking a very large heavy mirror up 2 fights to our loft bedroom.

A bright, well laid out shop with amazing products on display, and great choices and and good quality. Not many staff around and the two that I approached for some price checking seemed quiet inexperienced and weren’t much help. Good experience still and won’t put me off of going back.

Very good and quality furniture and fittings, with prices to match. Nicely laid out showroom with knowledgeable and helpful staff.

Very frustrated to spend £6000 on outdoor furniture to be told after purchase the website is wrong and the protective covers for the furniture are not available in UK only in the USA. …

Very impressed with the items on offer and the staff at West Elm, Tottenham Court Road. Was greeted at the door and the sales assistant very kindly took care of the Brompton whilst I wandered around looking for a sofa and chair. Best of all, I found exactly the ones I want.

Horrible customer service ! Very frustrated – will not be buying from West Elm again. Purchased two expensive items online (chairs and bed) – paid for delivery & assembly but they never assembled any of my items

Avoid online store
I have purchased online a set of bowls, received a delivery of baby sheets. The online store is controlled from US the customer service is appalling. It took 20 …

TO AVOID AT ALL COST. The shop is beautiful, the people nice, however this is only a show room, followed by unreliable order, long hours on the phone, plenty of lies. The worst costuner experience, this store shouldn’t be allowed to conduct …

Ordered item £59 chopping board, arrived damaged. So sent replacement also damaged. Now I’ve asked for refund won’t answer emails. I think they send out knowingly damaged goods and ignore you so they can keep the money. I’ve sent about 6 emails and they started ignoring me from when I used the word refund

West Elm Tottenham Court Road is great. Service is exceptional.

Online West Elm & online/phone customer service is the worst company I’ve ever …

Horrible Customer Service! Shockingly bad.
I ordered a shelf in Feb. and it took 4 months to receive. When we received the item – it was faulty hardware and could not be used. I asked for a replacement …

I saw a very good looking serving tray during the holiday season and since the specific colour was not available at TCH store, I bought online. The tray arrived damaged and it took nearly 45 days to receive the product in good condition. I …

This company needs to change their delivery service, been waiting over two weeks for my order. Contact CUSTOMER SERVICES to ask for a refund only to get told basically this isn’t our problem contact UPS! West Elm you have chosen to use a …

Possibly the worst customer service ever. Item arrived without all of the parts, totally different colour and fabric. A return was requested immediately… two weeks later and I am still chasing. They don’t care, they cannot do anything to …

Zero customer support. Only order from West Elm if you have experience crafting furniture parts as this company flat out refuses to help or contact any suppliers for replacement parts. …

Bought 2 (expensive) bathroom cabinets. One was faulty. Sent 3 emails (and got 3 replies saying “we will get back to you in 48 hrs”) and even spoke to customer services on the phone. No resolution. I only need a replacement hinge!!!#frustrating

They have good quality items at good price and they do offer promotions often time.

Nice quality pieces, and the service was incredible. We moved into an unfurnished place and had no idea where to start – the design team (shout out to Monika!) was so helpful, and you can clearly tell they are professional interior …

I called a few weeks ago to ask about ordering a table but was concerned about their return policy because I was not sure if the table would fit in my new apartment. The employee I spoke with ASSURED me that I could easily cancel the table …

Hello! I just wanted to give a shout-out to Chloe who managed to track down a rug at another store for me after another customer bought the one remaining one that they had. She knew how much I wanted it and really went the extra mile. Thanks so much! Great store and great customer service!

I ordered something online. A stained curtain turned up and I have been trying to arrange a collection and refund for the item for 2 months now. West Elm have been incredibly unhelpful and I am stuck with defective item and another item in the order has not yet been delivered.

PLEASE BE ALTERTED – DO NOT PURCHASE LARGE FURNITURE ITEMS FROM THIS STORE.

We paid £1400 for a table on May 2nd (2 1/2 months ago). West Elm booked …

Much nicer range this year (2016) than last year. We particularly liked the new ‘mid-century’ range eg wall desk, pictured. It’s reminiscent of beautiful but very expensive stuff like Ladderax…

Very bad service.
They told me that one of the item will be ready after 12th Sep, and this information also showing on the receipt. However they have attempted delivery 4 times …

I bought and paid for a table for my new flat. Despite having it in stock, their delivery partner, Wincanton, couldn’t get me a slot to deliver for over two weeks. Today was the day of the delivery, so I stayed in on the nicest day of the …

First delivery – took 4+ hours for the delivery team to assemble but wasn’t assembled correctly, my floor and walls got damaged and scratched by the delivery team, the TV console was damaged and needed to be replaced. …

Fantastic – great quality furniture and homeware. Make the visit here. This shop has a large range, and really informed staff. Johan (manager) was enormously helpful to us when we quickly needed a sofa, and found the most comfortable, …

Terrible customer service from an online purchase. Over three weeks and no delivery, multiple emails that recieve no response. The one that did get a response answered no questions and claimed it would take five days to get an update on my …

DO NOT ORDER FROM THIS TERRIBLE COMPANY. Customer service is absolutely horrendous and they simply do not care about fixing problems once they’ve had your money. We ordered a super king bed a month ago and when it was delivered it had the …

Appalling company – I advise any prospective customers to review Trust Pilot feedback. My experience is sadly similar to many others there. The office furniture we bought was shoddy and poorly made, it broke within a couple of weeks of …

I ordered from West Elm UK and got such terrible customer service. After 6 weeks not receiving the package (supposed to be a birthday present), they said half the items had been cancelled (not surprising 6 weeks later). Now, 9+ weeks later …

Extremely bad customer service! We have had a terrible experience with WestElmUK refusing to collect faulty item and not say anything about the refund. This after I bought the same item (worth £1075) in a different color. It has been 3 …

The furniture is excellent, the customer service is pretty good, but the delivery team is pretty poor. They showed up at my flat with a 130kg item and refused to bring it in because of the size of our lift. I had to get some lads who were …

Some lovely furniture, but not worth buying given the shocking service you receive if anything needs fixing or arrives damaged – check the reviews elsewhere. Feel free to roll the dice that everything will turn up in perfect condition, but …

A massive thank you to Monika and Johan who definitely went the extra mile today to help me with both a purchase in store and an online order. Professional, friendly and helpful, I couldn’t have asked for more. I’m so excited to receive my …

Very bad customer service. Ordered (furniture worth £1500), no sign of delivery after order was placed 15 days with regular follow ups. I was informed to contact Delivery company myself who informed me that they haven’t received any order …

I can’t speak highly enough of this West Elm location. I had a truly special experience in store today being helped by the wonderful manager Johan who worked with me thoughtfully and meticulously to furnish several rooms of my new home. I …

Nice flagship store and good looking products. I have bought a number of small items in the past and have been happy.
However.. …

Great furniture shop

Popped in here for a little inspiration at the end of the day on a rainy Saturday, and was blown away by how friendly and helpful the staff were. …

Similar to other people’s experiences here, this company’s customer service is non-existent. We bought 6 dining chairs. We got an email confirmation that they would only deliver 4 dining chairs even though the sales person told us they were …

Would not recommend anyone buying anything there. I never had to say bad things about any company in my entire life, but my experience with West Elm has been so bad that I thought it deserved a message here. In summary, they are unable to …

I have bought from this store so many times, and love the furniture items etc, our whole apartment is decorated with West Elm.
I did have a problem with a Table we purchased, but after speaking with Ivy …

A few earlier comments seem negative and I am very surprised to read them ! In my experience, Anthony, Griffin and Marianna, from Westelm UK store, were perfect. I had them on the phone several times to help me and they were all very …

West Elm, you absolute pile of dogs droppings. I cannot believe a company with such utter disregard for customer service is still trading. One thing is for sure, they wont be for long with these reviews. …

TERRIBLE CUSTOMER SERVICE & POOR BUILD QUALITY
As reported all over the internet – especially in the US. …

Ordered a table online almost a month ago, marked as in stock and ready to ship. The nearest delivery was only 3rd January. I get a call from the courier today (not even west elm) to tell that it’s out of stock, they don’t know when it’s …

Ordered a serving tray, the box was not properly sealed.
Packing tape was used on the wrapping and the hand written note was half folded and horrible writing. …

Beautiful mid century furniture. High recommended

Worst company ever. Don’t buy from them!! I ordered my dining chairs, 2 days before the delivery date they told me that it wouldn’t be available on 5 aug which is what they initially said when I ordered. Instead i have to wait for a least …

Lovely products that can occasionally be very good value for money. Definitely worth keeping an eye out on sales!

West Elm pride themselves to be exceptional at customer service and knowledge of their products.
Non of it is true! …

If we could give 0 stars we would, this company is scamming its customers. We have not received our order and when we contact the company, either its managers, area managers or customer services no one helps. …

Do yourself a favor and do not order anything that is backordered from West Elm’s website. Their customer service is truly incompetent and uncaring. …

Visited Westfield stores and purchased £000s of sofas, dining chairs, lounge chairs, bar stools all in leather on the proviso they could hold the order and I could choose a delivery date. They have been sending out furniture with little …

I am never shopping here again. It took them 6 weeks to arrange for a collection of a sofa. A further 2 weeks for an availability delivery slot. This meant west elm held my refund of over £1,700 for over 8 weeks without refunding. During …

BAD (NON-EXISTENT) CUSTOMER SERVICE
I bought the outdoor sofa at Westelm but then cancelled the order. It happened almost 2 months ago. I am following up with their customer service as my second …

My entire house is practically filled with West Elm furniture, bedding, knick knacks, lamps, etc. The quality is excellent and I’ve had some pieces for years. But ordering online is a real gamble on whether you’ll receive the goods in a …

If I could rate this service with no stars, then I would!

Absolutely HORRIBLE customer service. My husband and I purchased a bed that was …

In line with what others have said, non existent customer service. Also, wanted to buy a couple of pieces and delivery was over 100 quid for same city delivery! For such an expensive brand, I would have expected better. Will buy elsewhere

I recently ordered a desk from West Elm TCR and had a lovely interaction with Johan, the store manager. He was so helpful in organising the sale and delivery and I am super excited to receive my new furniture piece. Thank you, Johan and TCR for a great experience! 🙂 Happy New Year!

Really nice items but customer service in the store can be hopeless and staff not particularly knowledgeable or helpful. Ordered a large mirror which arrived cracked and it was a palava trying to get the replacement. Because we ordered it …

I had a great experience shopping with West elm, delivery was quick and easy and customer services were really helpful when I wanted to add something to my order. The furniture I bought is beautiful, high quality and will look great in my dining room for many years. Really pleased!

Beware if you order from their web site: Terrible customer service and appalling delivery via UPS. A complete joke, you may never get the item. Requested delivery to an access point, it never turned up, UPS blamed the access point which was …

I love the furniture but cannot give West Elm Uk more than one star until they fix their delivery issues, especially with their partner UPS which unfortunately delivers all the smaller furniture items (if you shop for large items, you are …

Beautiful furniture. Sign up for their design guides and get a 10% discount off all your furniture. You can also walk into their store for some furniture on great clearance prices. On an average they are at least 25% dearer than other …

To all those that are thinking of buying themselves something special, and probably pretty expensive from West Elm, hopefully this post will make you think twice and convince you to spend your money elsewhere, like John Lewis or anywhere …

Terrible service I have ever experienced!!!!

I had ordere a sofa online 30 days ago and it should be arrived 21 days ago. But …

The team were fantastic! Johan was extremely helpful and went out of his way to help us. Best customer service we’ve had! Thank you.

The inventory management provided by the West Elm online shop has deteriorated significately in the past year. About 8 months ago I ordered 10 silver candle votives which were then sent to me individually over the next 2 months as they …

First time using them and sadly a disappointing. Ordered dining room chairs. Delayed a month without notification until I chased. Then they arrived and it is clear there is poor quality control – 2 of the chairs have legs that are a …

the furniture is beautiful however the customer service is horrible. The delivery company that they use is absolutely terrible. I think is the worst company i have ever dealt with in my life. …

They now pounce on you as soon as you walk in the door. And who decided it was a good idea for them to tell you ‘it’s best not to order online’ every time you go in is nuts – it’s 2022!

I haven’t bought anything but have been browsing their online catalogue for ages, and after going in-store to check out their furniture im really in two minds. It looks fantastic, but for the cost just seems too overpriced. And the …

Best furniture store in London, love their collaborations with artisans and up and coming designers, beautiful well made furnishings and furniture.

Terrible customer service and let me down completely. I ordered lights for my restaurant business and weeks after paying, was told a chandelier was out of stock, not available until end of January. As that was too late for me, I called to …

Terrible customer service in store and online. I purchased some small home goods and after 2 weeks and 7 emails the customer service team still has not responded. I’ve called several times and after being on hold for over 20 min each time …

An absolute joke, it would seem that placing an order with this company is tantamount to donating your money to them. They seem to believe they are under no obligation to actually deliver the item I purchased. …