West Elm Australia Online store

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.

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

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

Love my new furniture – I haven't had new furniture for over 30 years and was very happy to find West Elm at Bondi Junction before I moved up north. Their furniture isn't cheap but it is solid and mid-century which I love. Also I am glad I paid for the Deluxe Delivery as it meant that the items that were not in stock at the time which came at different stages were… Read more ·  1

included in take away packaging with only 1 delivery charge. I am very happy with all my purchases and the delivery menfrom ACN.

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.

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.

West Elm delivery service is shockingly BAD – Purchased a bar cabinet in store who placed the order online. It was going to be delivered by ANC delivery company. Scheduled it to be delivered today 29/11/23 between 2pm to 5pm and received notification the night before confirming it. All the sudden at 12pm, ANC the delivery company sent a text notification saying 'it has been RESCHEDULED for… Read more

tomorrow', without any prior notice or contact!

Called both ANC and West Elm respectively about this issue. West Elm and ANC kicking the ball back to each other, one says no driver today, West Elm says they can't do anything because ANC is the one delivering it. No other alternative to resolve this such as picking it up myself from depot or a physical store... just told me to wait for tomorrow and hopefully it will deliver as scheduled.

What kind of service is this? West Elm you charged me $150 for the delivery and you can't even guarantee basic service standards.

Still waiting delivery, terrible customer service – Ordered 2 weeks ago paying $270 for delivery to regional NSW that stated delivery by certain date. Still waiting. Numerous phone calls. Numerous emails. West Elm blame carrier and keep bugging to them, carrier keeps saying will call back and doesn’t. West Elm states carrier has goods. Carrier states they don’t. Nobody has apologised. I’d just like… Read more

a refund really and never deal with them again. It’s totally pathetic, they just don’t care once they get your money.

Delivery issues – Recently purchased a mirror and media console from West Elm. I was hesitant to purchase from West Elm again after a terrible experience previously, however have given them another go. To my surprise their delivery arrived within ~3 weeks (my previous order took about 10 months to arrive). Unfortunately they have delivered a child’s bed frame… Read more

instead of the mirror I ordered.

I have contacted West Elm, however I received the following response “our system is down at this time, and cannot access your order. Please reach back out to us in a few hours time, while we get our systems back up and running”.

Waiting to hear back on my order update… very frustrating when their delivery/warehouse issues let a decent product down.

Terrible customer and delivery service! – Purchased an expensive bookshelf plus a deluxe delivery service. There was nothing deluxe about it- delivery was cancelled 4x with multiple excuses, driver finally came and asked me to help him unload from his ute, package came still in a box even though it's supposed to be unboxed, packaging disposed of, fully assembled and placed in the room of… Read more

choice. Driver promised someone will come the next day to assemble and no one has turned up to date. Multiple phone calls and hours on the phone with no resolution. Customer service is just horrible. Steer clear of West Elm and their delivery company ANC!