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Business Profile

Furniture Stores

English Elm

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for English Elm's headquarters and its corporate-owned locations. To view all corporate locations, see

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English Elm has 2 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 6 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:07/01/2025

      Type:Delivery 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 ordered a piece of furniture from this company on May 28, 2025. Per their shipping policy it says it "in stock items take 3-7 business days to prep for delivery" , "in stock items typically take 1-2 weeks to deliver". Assuming this item was in stock as it wasn't noted anywhere on the website that it wasn't.The first email I had to send out to the company was asking about a confirmation of my purchase as it did not come within the 3-7 business days noted. The second email I had to send to the company was about shipping as it did not come withing 1-2 weeks. In fact, it didn't even ship until 2 1/2 weeks after being ordered.I so far have had to reach out to this company for every single order update which is incredibly frustrating, I have asked for a "partial refund" multiple times for the delay and for the company not following the shipping policy they set forth and they refuse to give one stating "this item is already heavily discounted" even though when you go to the website it doesn't show that it's discounted at all, it shows full price. The item was finally received by the shipping company on 6/16/2025 and I was contacted to set a scheduled delivery date as they require you to be present at time of delivery. I set the date for 6/26/2025, this delivery date was cancelled on 6/25/2025. Nobody reached out to me to notify me that it was cancelled, to let me know why it was cancelled, to let me know how much longer it would take, or to schedule another appointment with me. The item sat in ***** from 6/16-6/20, then arrived in ********** and sat there from 6/23-6/30, and now it's showing that the item is in **********. I live in ************, so I'm not sure what my item is doing in ***********I want a full refund for this item due to the company not following it's own policy, or helping find any sort of resolution to this problem and they refuse to give me any credit back for the extremely long delay. I've already made payments for something I don't have.

    • Initial Complaint

      Date:06/30/2025

      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.
      I purchased two rugs from English Elm in April. The rugs that were sent were unraveling so I contacted the company and they sent another as a replacement. Now, the replacement is doing the same. I contacted them last week and they told me there was nothing they could do for me. I requested managerial review and ****** told me he was the manager and his decision was still the same. I spent a lot of money on these two rugs. I think there should be something they can do. They are very obviously flawed. I sent in multiple photos to show. Please help

    • Initial Complaint

      Date:05/27/2025

      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.
      My experience with this company was absolutely horrible. Before purchasing a console table I emailed customer service to make sure it would fit within my room because the description listed different lengths. **************** assured me it would not be too long. However, when I received it, it was too long, but the company refused to let me return it. After multiple emails, they offered to refund $500. When I emailed to accept the offer, they said the complaint was closed and refused to give me the refund.

    • Initial Complaint

      Date:10/15/2024

      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.
      I ordered 3 chairs and was charged for 3 chairs. Only 2 were delivered and they are not responding to my emails. I either need the remaining chair delivered or I need to return the two I have for a complete refund of ALL 3 chairs!

    • Initial Complaint

      Date:09/06/2024

      Type:Delivery 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.
      On August 17th I ordered what I believed to be 6 dining chairs from English Elm. On August 25th I received three dining chairs. I emailed the company and asked when I would receive the other chairs. They responded on 8/26 that I received my full order the chairs are sold as singles. I then sent them screenshots of their own website where it clearly states they are sold in sets of two. They responded they were moving the complaint to claims. I checked the website again and noticed that it had been changed immediately after my email with the screenshots. About 5 hours after my screenshot email on 8/26 I received an email stating that the rest of my order had shipped, so I assumed it was being corrected. A week later I still hadnt received the chairs or any further clarification so I reached out. I was then told they would not be providing the chairs. There was an error on the website. And I could get a credit of 150 dollars or send the chairs back. The total purchase was *******. Each set of chairs cost $336 currently, so $150 isnt even covering the cost of one more chair and I am owed three.

    • Initial Complaint

      Date:08/28/2024

      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.
      July 1, 2024 a bedroom dresser was purchased. We bought shipping protection as well. When we call the store, English Elm, there is a recording saying they will call you back, but after multiple attempts, there has been no call back. They took our payment, but now we cant get any resolution to this matter.

    • Initial Complaint

      Date:03/29/2024

      Type:Delivery 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.
      Ordered a piece of furniture online. Confirmation email gave no delivery date. Website states cancellation of order can ONLY occur by emailing them and if the order hasnt shipped. Requested the cancellation and refund 3 days ago via email without a response that was automated.

    • Initial Complaint

      Date:01/23/2024

      Type:Delivery 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.
      ordered product january 15,2024 and have not received any delivery instructions at all.i was supposed to get confirmation on acceptance and delivery info on line to my email address and have not. i have left several phone call messages to various departments at English Elm and sent emails to them as well, as they suggest. No response at all to any inquiries i make.PLEASE LET ME KNOW IF THIS IS A LEGITIMATE COMPANY OR A SCAM OPERATION. IF SO, HOW ARE THEY ALLOWED TO BE ON LINE SELLING SO MANY PRODUCTS THIS WAY? My product was out of stock at Ashley ********* and this is the referral company i received My order # is *********** and my confirmation # is 55YMYJQYA. Please get back to me at ************ or my email- *********************

    • Initial Complaint

      Date:01/22/2024

      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.
      I ordered 6 chairs from english elm website. The chairs cost $691.61 total on order #***********. Before the chairs arrived we decided they were not going to work. The boxes arrived and we asked for a refund. The refund was approved and our refund # ****. We never opened the boxes. They were left in their original boxes and not opened. The refund was approved, but shipping would be out of our pocket. Tracking said the packages arrived on Dec. 5. We waited for a refund but after several weeks I had to reach out to English Elm. ****** from customer service emailed back and said he needed to communicate with the warehouse. After 5 days I reached back out to ******. He then sent me pics of scratches on a chair back and said we could not get a refund because these were considered damages. We had never opened the boxes and these scratches were not caused by us. They will not give us a refund on any chairs and stopped communicating. I would like a full refund for the chairs. The chairs were shipped back in unopened original packaging and no damage was caused by us.

    • Initial Complaint

      Date:01/10/2024

      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.
      BBB,I placed an order (#***********) with online store English Elm , on 1/16/23. The order was for (2) Pasargad, ********************* ************ Chairs, from English Elm. The total price was $3,098.00. The debit posted on my credit card on 1/18/23. I was quickly informed they were on back order. That wasn't an issue for us as we were living in a temporary home at the time. We were in the process of building a new home. We eventually moved into our new on June 14th, 2023. I informed them I was ready to receive the chairs. After several requests the chairs were finally scheduled to be delivered on July 8, 2023. On July 8th, the crew delivered 1 box. I informed them that I was to receive 2 chairs. I asked them to wait so I could call the delivery company. The delivery representative requested I open the box to ascertain if both chairs were in one box. I opened the box to find only 1 chair. She indicated it must have been misplaced at the warehouse. Outside, the delivery men had left. I followed-up with English Elm's claims department. I was told the remaining chair was to be shipped asap. It was not. During a phone conversation, on 8/18/23, I was told that I would be issued a credit of $300.00 as a good faith effort. The credit never posted. Later, I informed them that I would wait until November 20th, 2023, to receive the remaining chair. After that point I would request to return the single chair, at their cost, and receive a full refund of $3,098.00. I emailed English Elm, on 11/20/23, when the remaining chair was not delivered. Representative ****************, agreed that returning the chair would be fine. I have made numerous attempts by phone and email to obtain specific return procedures. Nobody will return my calls or emails. As a side note, their website indicates they have the chair in stock. My preferred resolution would be one of the following options. Deliver the remaing chair or retrieve the delivered chair and issue me a full refund of $3,098.00.

    English Elm is NOT a BBB Accredited Business.

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