West Elm Australia

Cheap products at excessive prices. Just go buy from Temu and you’ll get the same product for a tenth on the price. Spent way too much on curtain rods, they came so poorly made and from cheap materials. Will not shop here again and would caution people from wasting their money on products that are not properly advertised

The wrong address was put on the delivery of my order even though the correct address was on the confirmation. I called after hours which seemed to put me through to a rep in the US. She was so rude and lacked any customer service skill at all. Very dismissive and really awful!!

I placed an order with West Elm totaling $3,000 and was initially given a delivery date of December 15. The delivery never arrived, and the tracking information later changed to indicate that the items were not yet ready for pickup from the warehouse and that a West Elm representative would contact me to reschedule delivery. This never occurred. I… Read more

have contacted West Elm multiple times and was repeatedly told that the issue had been escalated and that someone would follow up with me. To date, no one has contacted me. When I called again today, I spoke with an employee who was extremely unhelpful and rude. She refused to take my order number, declined to look into the issue, and would not allow me to speak with a supervisor. At this point, I have paid $3,000 and have received neither my order nor any meaningful assistance. The lack of communication and customer service is unacceptable, and it appears that my concerns are being disregarded. I will never ever purchase from this company again.

I purchased an item over the phone from the Bondi Junction store because I live in regional NSW, 500km away from the closest store. I spoke with two sales assistants on separate occasions who were very helpful with product information, but who it… Read more

turns out were relying on photos from the website to advise me rather than having first hand knowledge of the item because they didn't have it in stock. The item when delivered was truly awful, and did not match the website or the sales assistants descriptions so I rang West Elm to arrange a return. The return authorisation from West Elm was created the day after delivery with the advice that a courier would contact me regarding a consignment note and pick up for return to West Elm. TWO WEEKS later and many phone calls to West Elm, both the store and the call centre in the US, and NO PICKUP and NO CONTACT whatsoever from 'DHL' who don't exist in regional NSW. Stay clear of this company if not purchasing in person from a store with the ability to return to a store. I will now be seeking advice from whichever Australian government body it is who deals with consumer protection. DO NOT PUT YOURSELF THROUGH UNNECESSARY STRESS - AVOID WEST ELM they apparently have no customer service values.

Give them a go, I have never had an issue (designer) – I have ordered from west elm many many times and personally the items always came fast and extremely well packaged. They have a far better range of furniture than most stores and they are good quality. Show details ·  1

Great company and beautiful product range – Westelm online is a fantastic site and the customer service team is extremely helpful in going above and beyond to help. The online management team were very helpful to me in assisting me with my inquires and follow-up and I love Westelm’s exciting product range. The Mid Century range of quality furniture is as true to the actual period as you’ll find. Highly recommended. Show reply

Very happy with service and sofa – I read quite a few bad reviews of West Elm so I proceeded with caution but overall I ended up having a great experience. In store I found what I was looking for easily but promptly received helpful and friendly service from WE staff. The default model of the sofa I was interested in was exactly what I wanted, I was told it was in stock and would… Read more ·  1

be delivered within a couple of weeks and that's basically what happened. It's a very high quality and comfortable piece of furniture so I'm very happy with my purchase. I don't think it would have been too hard to assemble but paying for the deluxe delivery and having it assembled for me took away any hassle that there might have been. My one gripe - not so bad for me to deduct a star but a bit annoying all the same - was that the sofa was only delivered on the second attempt because the first time around the delivery driver couldn't find a big enough space nearby to park his truck. Yes I live on a narrow one-way street but you would think that's the kind of thing they'd be used to in that line of work - it wouldn't have been too hard for the first guy to use the same lateral thinking the second delivery guys used and just park up on the footpath. So that was an unnecessary 2 week delay in delivery but in the scheme of things not all that important. I still got a very good overall impression of West Elm, both their products and their service.

Went in and selected a small pedestal table. 899 on sale for 20 % off then came the 37 dollar claw back delivery fee. Not happy and decides to leave it . Pity would have bought this but just took the shine off it for me. Never mind plenty of online store offer free or discounted delivery on items over 300.. Show details

Just dreadful. I feel like I’ve been scammed. I bought on line as I live in regional NSW and paid the > $300 delivery fee. Communication is so bad. Their contracted courier advised a delivery date that didn’t suit. I had no end of trouble changing the date. Finally, when delivery arrived, it was short of all the goods. The driver said the… Read more

goods weren’t at the warehouse for collection and gave me a copy of his screenshot where he had advised goods not there. He said they have had numerous complaints about West Elm. I had phoned the West Elm Brisbane store in frustration to be advised that if I had bought in store I would receive customer service but having bought online they would not assist me. I then spoke with their customer service online which is international so I was speaking with a woman in the USA. All she could do was put in an email to the Australian customer service department and was not allowed to provide me with an email address. I have just phoned Brisbane store again, to be told too bad, you bought on line. My next avenue is contacting the Australian consumer watchdog, the ACCC. Such arrogance. West Elm take your money then don’t provide any customer service. Stay away from them

Will never purchase from them again. Outsource their delivery to a third party and then take zero responsibility for actually ensuring the product is delivered. Just take your money and then wash their hands of you. Completely unhelpful customer service based in the US unwilling to do anything to help. Show details

Wish I’d read all these reviews first! I ordered two chandeliers from west elm in march of 2025, they finally arrived late August. One of them was missing parts. After organising a return and being told they had five chandeliers left in stock and one was definitely going to be sent to me I have now recieved an email saying the next available… Read more

shipment is March of 2026! A year after ordering and that’s only if it isn’t delayed again. Have spoken to west elm and they said there’s nothing they can do. I’ve filed a complaint with the email they provided but by the looks of all the other reviews it’ll be pointless. Edit to add, I’ve been told I can either wait the full year ( with possibly more delays) to receive my item and then discuss a partial refund or they can offer me 20% off on any other chandeliers. I’m in a bind because I bought the smaller one as a set so I can’t just get a different one for the same space.

Ordered a number of outdoor furniture items (table and chairs and outdoor sofa set). The table was broken when it arrived and the delivery team noted such and said we should return it for replacement. Up until this point the service was great. This is where the wheels came off. West Elm couldn’t replace the table so arranged for the entire set… Read more

to be collected and refunded. That was a month ago. A month later no refund has been processed and nothing has been collected. When I contacted them they advised I must arrange myself with their delivery firm ANC for the items to be collected as they can’t arrange it - never heard of anything like this! When one calls ANC no one answers and it says you must go to the website so you go in circles. West Elm is just impossible to deal with and can’t even manage their own supply chain expecting the customers to do it. My only advice, stay away. Their customer service is total rubbish and they don’t have the ability or willingness to contact their own suppliers and rather make it the customer’s problem.

Where do I begin. Bought a display console. Thought I got a good deal. Other than minor scratches I did not see any dents or damages. I paid $254.95 for delivery (I know I’m sucker to accept such a stupid delivery package) I was told that this was their ‘Deluxe Delivery’ and that the delivery company would work out a date and time to suit my busy… Read more

schedule. I was told that they will move the item and place it where I want them to. The TV console was marked down %60 along with other items in the showroom as they were putting new items on display.

On a Thursday whilst at work I kept receiving scam like text messages from ANC without a tracking number prompting me to click on the invisible tracking number. Then I received a very rude phone call from a delivery driver who barely spoke English. From our painful conversation I put together that they are delivering items for COSTCO and that they are outside my address!!!! I told them I was at work and why hadn’t they made any arrangements with me?! They were rude and told me they were going to leave the item outside my address!!!

Can you imagine a TV console being left outside your address!!!

I told them they are not doin Any such thing and that after paying $254.95 I expected the DELUXE treatment!!! Their supervisor calked me and made arrangements for the item to be delivered the next day! I waited the whole day the next day and received no communication from West Elm or ANC!!! The item was not delivered!

I called West Elm and spoke to a staff member who passed the telephone to another staff member named [Name Removed]. I had been calm and courteous on the telephone with the first staff member! Without any niceties [Name Removed] said to me, “What do you want?!”

I told her I was inquiring about the item and she continued being rude and blunt! I had no choice but to be as blunt and reminded her that I was not making any crazy demands! Just wanted my item delivered! [Name Removed] was dismissive and said the item had been delivered back to the store! [Name Removed] was not helpful and was unable to provide any solutions for such a simple task!

I had to call the store back a few days later and spoke with the original staff member who had sold us the items. I told her about my frustration and how unhelpful they had been to resolve such a simple issue. I told her of my frustration with ANC and reminded her that $254.95 shipping within Brisbane is a robbery!

The next day after going back and forth between West Elm and ANC the item was finally delivered. Me being relieved to receive the TV console did not pay attention to the dents on either side of the top shelf and also the crack as the ANC delivery guys just wanted to leave the item as is. When they left and as I started cleaning the top shelf I noticed the brand new damages to the TV console which had not been there when I bought the item.

I am disgusted at the lack of service and support by West Elm. I am disgusted that they work with such an unprofessional company such as ANC. At the end of the day ANC compliments the disgusting lack of customer service by West Elm. I have attached the photos of damages here. I would not have bought the item if it was damaged to this extent!!!!

Disappointed – Beatrix Floor Lamp. I rarely buy anything directly on line, preferring to see and feel the product. This purchase confirms my preference. I have been ripped off by paying too much for a very average lamp. For my money I did not expected to receive a lamp with the pole in three pieces needing screwing together. Yes, you can see the joins. Cheap.… Read more

The linen shade also arrived with a small dent which has to be positioned out of sight. Fortunately, it's near the seam so they both can't be seen. Only purchase this lamp if it's on sale for more than 50% off.

Beware - the customer service very poor – I have requested to cancel the order. It is mission impossible to get the refund! Three phone calls, two chats- there is no customer service email! Beware! I am very disappointed, as thought it was reputable company. Does not look like it.

Good product but frustrating customer service and inaccurate labelling – Ordered a product that was described incorrectly. There was no customer service email available and online chat was disabled so I had to call the customer service line. The line was quite a bad connection so it was difficult to hear the customer service agent. The only solution offered to me was a refund with them collecting the item. As the… Read more

item had been opened (non resealable packaging) I knew that the item would likely have been thrown away once being returned so I asked if it was possible to get a partial refund but this was not an option.

The only option was to return via DHL where I was asked to print the label myself which is also a hassle I didn't want to go through. Ultimately I would have been happy with a partial refund, and I'm sure this would have been less money than a DHL courier collecting the item.

There was no indication that the website information would be updated with the correct info which was a bit frustrating. The product is fine apart from being mislabeled as a larger size, although shipping was very expensive for such a small, lightweight item.

Customer Service Non-existent – Do not buy from them because if you have an issue, it is basically impossible to get it resolved. Their customer service is horrible. You can only call their customer service, and if you actually get through to someone, they don't know what they're doing or hang up on you because they don't know how to help. I gave up trying to get what I actually ordered. That's probably what they want!

Huge price mark-up in Australia – Late last year, I was told that a specific West Elm drinks table would not be available until March 2024. In March 2024, I contacted West Elm and was told the table wasn’t available in Australia and never would be. I wrote a review and thought the issue was resolved when West Elm contacted me to say it was available in Australia and they were… Read more

updating their website to reflect this availability. When I visited the website, I found out that the table, which cost AUD $195.00 in the US, was for sale in Australia for AUD $299. Further, postage was going to cost an additional $69. I have received no response to my two messages questioning such a massive price discrepancy.

Have not provided refund for faulty item that was returned – I bought a picture frame through West Elm that was faulty: very poor quality and also had a mark on the glass. After very lengthy phone calls with them and their own internal communications causing problems with this, eventually a return was arranged and I sent the item back to them. Almost a month after they received the item back (I checked… Read more

tracking to ensure they had it), I have still not received my refund. After calling them to follow up today, they said 'I can see you paid with PayPal, and this doesn't automatically refund. I can lodge a ticket and this will take about two weeks'.

The lesson: Don't purchase through West Elm, but if you do and you make a return, check to ensure you've been refunded for it, especially if you've paid through PayPal... because apparently you need to chase them for this.

Terrible, don't waste your money – Paid for the bed and delivery fee, got neither. My initial delivery was rescheduled because ANC could not complete the delivery due to lack of parking which is absurd. The second attempt was cancelled because the item was no longer at the west elm warehouse. I made multiple calls to their customer support service in the US which is… Read more

unfortunately useless because all they can do is send an email to their support in Australia who don't bother addressing any issues. I have also tried to contact Australian west elm support office directly requesting a full refund- again, no response.

Next stop ACCC.

Absolute scam.