west elm — Local services in Oak Brook

I ordered a custom sofa from West Elm (Order #351612669322), and what I received was so overstuffed and misaligned it’s almost impossible to sit on (and if you force yourself into the overstuffed cushions it causes actual pain within 5 minutes). It doesn’t resemble the model I tested in-store, and clearly has structural issues—photos show cushions that won’t sit flush and a seat that pushes you forward and off. The fabric on the back wrinkles and buckles because it's so poorly constructed. Even my dog slid off trying to settle into it.

I provided multiple photos and a written explanation. I spent an hour on the phone only to be told I’d need to speak to the “quality team.” When I asked to speak to a quality manager, I was told no. Just flat out "No." No case manager assigned. No update. No accountability.

After everything, this sofa cost over $2,000 and it’s the only real place to sit in my small apartment. I need West Elm to take responsibility for a defective product, take it back, and issue a refund. I’ve filed a dispute with my credit card company because I’ve been left with no other option.

I own other West Elm pieces I love, but this experience has been shocking. They've all but blamed me for their unusable piece of furniture. If anyone from quality control had sat on this themselves they never would have let it out the door. It could be used as an enhanced interrogation technique device. It's that bad. If you’re considering a custom sofa—be careful. You may not get what you tested in-store, and you may be on your own if something goes wrong. I'll update this review if West Elm chooses to...

Horrible Customer Service. They take no accountability beyond admitting it is their "system's" fault. I waited 3 months for a product. Every week the estimated delivery date would update for the following week. How they did not know there was a glitch, I don't know. Don't bother using their online chat. NO ONE (HUMAN) READS IT. I finally got around to calling and was told there was no reason for my item to have not shipped and promised I would see a tracking number in 3 days. A week later, no tracking number. I called a second time. Turns out they realized the order was "stuck" and was never going to ship. They never called to let me know. With the second call, they said they were "working" on canceling the order. But was anyone going to tell me??? and why does it take a week to cancel the order. Or better yet, why not just fix the order and send it out! 250 items in stock! Customer Service rep talked down to me saying, "let me try to explain this to you in consumer speak." I didn't think it was much to ask for, but I would have liked to have the item shipped and expedited overnight. I got a flat no to that request. They are not willing to make it right. I need to wait for a refund, and then reorder and wait for normal shipping times. Let's see how long it takes to get my refund. Then I will decide if I am going to reorder the item.

One more thought ... Target, Nordstrom, and so many others, don't charge you for an item until it ships. West Elm takes your money upfront.

I have read many other reviews similar to this. Come on West Elm....

PLEASE Google west elm reviews before you purchase from West Elm! I wish that I had seen the reviews before making an investment in West Elm furniture.

I have an Andes Couch that is collapsing others have complained that they have quality issues. The photos attached show the base which has caved an entire inch.

I purchased my furniture in the store because they said that they can help if you buy in the store. Unfortunately, this is no longer the case. I was told that "they can no longer help me because support has been removed from their system"

Cute furniture but very poor quality. I am sharing my experience in hopes that this does not happen to someone else. I purchased almost all of my apartment furniture from West Elm Oakbrook. All furniture was purchased ~2 years ago.

Andes Couch:

I purchased the Andes couch and have only had it for two years. I live alone and am very careful with my furniture, the frame is collapsing in the middle. This is a known issue that I discovered while researching ways to fix it.

Lamp Shades:

The bottom of the lamp shades has ruined my nightstands. Kind of disappointing that the fabric would bleed and a west elm lamp would ruin my west elm night stands.

The bed:

The fabric also bleed onto my wall. It makes me wonder what types of materials are being used in the production of the bed.

Since this purchase is ~2+ years maybe there is something that has changed. At this time, I would say do not purchase anything you hope to keep more than...