west elm

Wished we’d seen the reviews before ordering off them online. We bought an expensive rug off them. As we had a young puppy we kept it rolled up. Once our puppy was toilet trained we unrolled it only to find a mark. They refused to replace it. Won’t shop here again and recommend others don’t either - if you do triple check the product before accepting delivery or just go somewhere more reliable.

I would not recommend West Elm to anyone looking to obtain furniture in a hurry, but given that I had fair warning about their extensive shipping delays, my experience was generally positive. The staff I spoke with in-store were candid about the fact that it might take a long time for my bar stools to arrive, and when I had issues with the courier service and called the store for more information, the staff made efforts to investigate and called me back with updates. It took eight weeks, but I did get my order, and the bar stools look great in my kitchen!

I had no issue with delivery although, my order had gone through twice, I was charged twice and received two orders together. Customer service is not really great, they can hardly speak and explain anything. They inly processed my return and did not refund delivery fee that I was charged twice for. I had requested to pickup item to start with and now have paid double delivery fee, having to return the item to store myself, nobody to speak to, not to mention the items were brought in one go by same delivery person. The customer service person hung up on me when I asked to speak to someone about it. Hopeless

I will be lodging a complaint with the ACCC for taking payment for goods they never intended to deliver. I suggest others do the same. We purchased a dinning table in March 2022. 2 months later I recieved a text saying it was being delivered the next day. So I took the day off. Nothing came, no one called. Nothing. I called West Elm and no one could give me a straight answer. A month later and several calls to West Elm with the response of "we will get back to you later today", absolute lie, I receive a random email from their parent company saying my order was cancelled due the product no longer being available. What a disgrace. No call. No apology for wasting my time. What if I had purchased chairs and other furniture to match in anticipation? What about the day I took off? Absolutely horrible company. The staff we delt with at the store were pretentious and arrogant. I would never grace this store with my money again.

Shockingly awful company to deal with. Misled about delivery dates and then charged for furniture while continually delaying the delivery dates by one month at a time. Tried to get a refund and continually promised a refund that never came. In the end i went through my credit card company for a charge back. This is by far the worst furniture company I have dealt with.

After waiting more than a month for delivery I was told the day before expected arrival that the item had been ‘delayed’ and wouldn’t arrive for a further 5 weeks. Unhelpful and misleading customer service who had assured me only two days earlier that the delivery was on track. Based on my experience and other reviews it would appear that West Elm is happily taking peoples money with limited expectation of providing the product the item is still advertised for sale online with the same ETA as what I’ve now been told - which appears to be very unlikely for anyone buying now given the backlog of existing orders for it.

If it wasn’t for the lovely products at this store that I buy I wouldn’t be coming back as the staff here are beyond ridiculous in the way they greet you, the way they look at you , the way they give you no customer service , what is it with this store and screaming out pretentious staff thinking it’s a privilege to be served ?

Look...Australia unfortunately has a wide margin between decent furniture and homewares...either cheapo or eye wateringly expensive..West Elm can be expensive but generally their products have a certain quality....American company of course owned by the folks that own Pottery Barn and Williams Sonoma

I placed order with luxury delivery for exact date to be delivered and Westelm total mixed up the and I have to contact the delivery company to reschedule. When delivered half of the item was missing. I ordered a dining table but the table top is missing. The phone client service is really rude and not helpful.

Chapel street store staffs: SUPERFICIAL JUDGEMENT, BAD CUSTOMER SERVICE and IRRELEVANT with West Elm brand image!!!! First, we came to West Elm Chadstone and bought 2 trays. The lady in the store was extremely friendly, polite and carefully bubble wrap them as she knows those are gifts for our sister. After the purchase, we felt good and also would like to purchase another 2. She advised us to come to Chapel street store as she checked on the system, there are 8 available at the Chapel store. However, when we came to Chapel st store, it was a total disappointment. My partner found only 1 tray and asked the staff politely to help her check for stock inside, but the staff said there is no availability. Furthermore, when my partner insisted the staff to help her bubble wrap and put the item in appropriate paper bag. The staff declined and said "THIS PAPER BAG ONLY USES FOR MORE EXPENSIVE ITEM". We feel very disappointed with the Chapel street's staff with his superficial judgement, bad customer service and it is totally irrelevant with West Elm brand image.