Placed an order on the 14th of April and spent £786.00. Called the customer care line on the 2nd of July and asked them to cancel the order because they could not give me a date for delivery! Called back on the 14th of July as there was no sign of my refund, only to be told the order had not been cancelled. I was promised an email to confirm my cancellation and refund within 24 hours - instead I received an email from West Elm Au on the 16th of July saying the expected in-stock date was the 20th of August or I could cancel if I wanted to - by calling the number I have already called twice TO CANCEL. I emailed their customer care team regarding cancellation and a refund on the 17th of July and to date have had no acknowledgement. I will be initiating a chargeback with my credit card company as West Elm are breaching my consumer rights and keeping cash that is not theirs to keep. Their service and customer care is a shambles - and its a real shame because I have purchased some fantastic quality furniture and lighting from them previously. Oh and when I logged on to look at the status of my order today it is showing estimated dispatch 17/04/2025 - maybe they mean 2026.....UPDATE - Not much of an apology from West Elm. I've not yet initiated a chargeback so if you really are about to refund me - I expect to see those funds in my account this week.0 stars would be a nice choice for West Elm!
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