I’ve always had good experiences with West Elm. Even when I had a suuuuper niche order that they fulfilled. I saw a very large piece of unusual art in a West Elm store in a state I was visiting. I took a picture of the artwork. Months later, when I was ready to order it, I discovered it had gone on clearance and was no longer available. I was so incredibly bummed. But the words “clearance” and “out of stock” didn’t stop the awesome associate who helped me. She took the info from my photo, called that store I saw it in, found out the name of the piece, looked it up, and found out every store that had displayed the large piece. From there she started calling every store in the US that had displayed it in hopes of finding one that might still have it. She found one. They boxed it up and shipped it to me in perfect condition. It’s displayed above our king sized bed and I’ll never ever get rid of it. More on reddit.com

NO! We had a horrendous experience due to a missing part. Save yourself the insulting treatment and go elsewhere! Do not buy West Elm. Our sofa was missing a part (a leg), and what should have been resolved in under 7 days went on painfully for several months. No one was able to communicate the basic facts from beginning to end as if they have never heard of the modern invention of a customer service system, or an expedited issue action process to expedite resolution, or a database of parts descriptions and assembly for each size and type... it exhausts me to even type this as it just went on and on and got worse and worse as huge boxes of wrong parts piled up and installation teams came in -- knew nothing at all as if it was their first day on the job -- and left, sometimes leaving the sofa in pieces. In the end, it was the original salesperson (!!) who showed up with a sales associate and a power drill and managed to fix the issue. We have not received so much as an apology from West Elm. More on reddit.com

FYI. Don’t buy the Cityscape planters from West Elm. When the liners crack, West Elm doesn’t sell them separately and they’re so unique in size that there are no replacements available that I can find anywhere online. Total waste of money. More on reddit.com

Dispute the charge with your credit card company? Not sure if this is something that can be done, but you did not get what you paid for. More on reddit.com