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Business Profile

Furniture Stores

West Elm

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May 2023 I went into the West Elm in ************ to buy a sofa that I saw on their website advertised as being vegan leather with cushions made without feathers. When the sofa arrived it said on the tag that the cushions were made of feathers. I called customer service and was told that there was a mistake and they would send out a new couch that had cushions without feathers, as was advertised on their website. 3 months later new couch came and it was exactly the same as the first - had down cushions so I refused delivery. I called customer service and after much run around spoke with *************************, Floor Supervisor. She said that there is no way to get the couch that they had advertised. That if I wanted a couch without down, I would have to pick a different model. So I did, and she then charged me for the new couch and told me when the old couch was picked up, the price for it would be refunded to my credit card. The couch was picked up February 19th, 2024. I have spoken to 4 different customer service representatives at ******************** over the last 4 weeks and corresponded with ************************* at their customer service center and each one told me they don't know why a refund has not issued but it should have and each has assured me that they will take care of it. As of today March 11th 2024 a refund has still not been issued. The refund should be in the amount of $3116.51. It has now been almost a year since the first couch was purchased, at every juncture it has taken weeks and many phone calls to get the customer service department to follow through with their promises to get the problem resolved.

  • Initial Complaint

    Date:12/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a West Elm couch on October 20, 2022 for $5,609.47 charged to my credit card. I paid an additional $250 in gift cards. The couch arrived 8 weeks later. My main concern with purchasing a white couch was making sure that I was paying for a material that would not stain easily/be easy to clean as well as not pill. Pilling was my number one concern. I was informed that if I paid extra for the performance material that I would not have to worry about pilling or stains by an employee at the ************ location. It also says online that the Alabaster Performance Yarn Dyed Linen Weave is Stain Resistant, Contract Grade, has water-repellent coating, and is suitable for high-traffic use (tested up to ****** rubs). Within 10 months of receiving my couch this was not the case. The pilling is out of control and I travel for half of the year. I had reached out to the store itself as well as ****** ******************** and have not received any help besides them sending me a $19 gleaner tool to remove pilling. It did not remove pilling nor should I be spending 2 hours scraping my 5-piece sectional that is barely used. I was falsely sold on this material and it is disappointing as Ive purchased MANY West Elm pieces costing tens of thousands of dollars with no issues and now that there is one issue no one will help. The responses back from ********************* are rude and she keeps saying thank you for understanding when I do not understand. I dont understand how theres nothing that can be done to resolve this issue and I will do whatever it takes to get my money back if theres nothing that can be done. Please let me know what further details are needed. West Elm Order Confirmation #************. I keep trying to attach photos and it won't let me due to size. Not sure how to send smaller size photos. Thank you.

West Elm is NOT a BBB Accredited Business.

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