Both my husband and I tried the design services of west wing. We each used different designers and did different rooms - and the experience was really disappointing. In one scenario the room w... See more
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Review summary
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⸻ I placed my order almost a month ago and had multiple issues that required a lot of back-and-forth emailing to resolve. I finally received a positive response acknowledging the problems and pro... See more
Company replied
Have been waiting three weeks for my order after a quoted 4-5 day delivery window. Customer service stopped replying to my emails, when I called they said I just have to wait. Not sure this is a legit... See more
Company replied
These people are really really absolutely catastrophic company, I purchased i rug from them weeks ago, it showed in stock. Next day premium delivery service, 3 weeks now gone, they claiming they are n... See more
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Company details
- Furniture Store
- Bedroom Furniture Store
- Kitchen Furniture Store
- Lighting Store
- Living Room Furniture Store
- Outdoor Furniture Store
Written by the company
At Westwing, you’ll find everything you need for a beautiful home. We offer a curated selection of brands and products at exceptional prices, alongside daily interior design tips and inspiration. Enjoy shopping and discovering something new every day!
Contact info
United Kingdom
- +44 808 160 9235
- service@westwing.co.uk
- westwing.co.uk
2.9
Average
48 reviews
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Great website
Great website. Great selection of furniture and accessories. Straightforward delivery timelines. Straight forwards returns process.
July 21, 2026
Reply from Westwing
We are so glad you found our website and selection great, and that our delivery and returns processes were straightforward for you. We appreciate your positive feedback!
Delivery is MIA, so is their respect for their customers
Sadly we’ve had the most disappointing experience with this promising new UK online shop. We purchased a beautiful display cabinet over a month ago now. There is absolutely no sign that it has shipped or that it’s coming to us. Customer service is slow, sending AI responses, and genuinely unhelpful. They are so vague and seem to know nothing about our order. Where is our order?! Spent over £700 and we’ve got nothing. Get it together or else I might have to keep embarrassing you on Instagram.
July 18, 2026
Unprompted review
Reply from Westwing
Dear Alessia and Stuart
Thank you for taking the time to leave this review. Waiting over a month for a £700 order without clear updates is completely unacceptable, and we fully understand your frustration.
To be straightforward about what happened: during a major system migration on our end, your order got stuck in a technical status that prevented it from automatically dispatching to our warehouse. On top of that, our customer support relied on generic responses instead of getting you real answers. You deserved direct communication, and we dropped the ball.
Here is where things stand and the actions we’ve taken:
Order Status: Our team manually resolved the system block with our warehouse. Your cabinet is now on its way, and a delivery slot is booked.
Goodwill Refund: We'd like to offer you compensation to apologise for the delay and hassle.
Support Fixes: We are actively adjusting our support channels so technical issues like this immediately route to agents that can help you quickly.
We appreciate you holding us accountable. If you need any further updates regarding your upcoming delivery, please contact us directly with your order number and a team member will assist you personally.
Warm regards
The Westwing Team
I had a great experience with…
I had a great experience with Westwing’s customer service. Unfortunately, one of the glass cylinders on my candle holder arrived smashed. They quickly sent a replacement without asking me to return the damaged item, but sadly the replacement arrived with the same issue. Despite this, their customer service was outstanding. They responded to my emails almost immediately every time and gave me a full refund with no hassle. While it was unfortunate that the item was damaged twice, the way they handled the situation was excellent. I wouldn’t hesitate to order from them again because of their fantastic customer service.
July 18, 2026
Unprompted review
Reply from Westwing
We truly appreciate you taking the time to share your positive experience with us. We are genuinely sorry to hear about the repeated issue with the damaged candle holder cylinders. It is certainly not the experience we want for our customers. We are, however, very pleased that our customer service team was able to resolve the situation to your satisfaction and that their responsiveness left a positive impression. Your kind words about our team mean a lot to us, and we are grateful for your understanding. We look forward to serving you again.
Further to a previous review made
Further to a previous review made, I am still waiting to receive my replacement rug. Westwing have managed to collect the faulty rug but have not yet provided me any update regarding when I can expect to receive the replacement. The rug is not cheap and I am extremely concerned that I have not had any updates despite many emails sent to 2 customer service personnel. I am worried that the company aren't going to honour the delivery of the replacement rug and will walk away with over £500 of my money. Extremely disappointed with my experience.
July 17, 2026
Unprompted review
Reply from Westwing
Dear Akita
Thank you for following up with us. Our standard is to deliver a seamless, premium experience from start to finish, and we are truly sorry that your experience has fallen short of that promise. We want to reassure you completely: your replacement is fully honored, your investment is safe, and we take full responsibility for the delay in communication.
Here is how we are taking care of this:
Priority escalation: We have escalated your order directly with our logistics team to ensure your replacement is fulfilled as quickly as possible.
A gesture of goodwill: To apologise for the stress and frustration this has caused, we have processed goodwill compensation for you.
We deeply appreciate your patience while we resolve this, and we remain fully committed to delivering the high standard of service you expect from us.
Warm regards
The Westwing Team
Westwing uk is a scam
These people are really really absolutely catastrophic company, I purchased i rug from them weeks ago, it showed in stock. Next day premium delivery service, 3 weeks now gone, they claiming they are new in UK , they dont hold any stock in UK, it comes from Poland, tracking does not exist, they cant provide any information about delivery date, refuses issue a refund. Customer service catastrophic, what ever you want to buy from them dont do it as you will ne waiting weeks and weeks with unknown delivery date!!!!!! Also when u enter discount code in the final payment they still gonna charge you full amount, and only agrees to issue a refund only when them item is delivered!!!! Its a scam.
July 17, 2026
Unprompted review
Reply from Westwing
Dear Mindaugas,
Thank you for taking the time to share your experience. We are truly sorry for the frustration and stress this situation has caused you. We want to completely assure you that Westwing is a legitimate, established brand across Europe, and we've recently expanded into the UK.
We would love to clarify the timeline and details of your order to clear up any misunderstanding:
Timeline: Your order was placed one week ago, on 10 July (not three weeks ago).
Delivery Terms: Westwing UK does not currently offer a next-day premium delivery service. Because some of our curated items ship from our central European fulfillment center, the current delivery window displayed on our website for this item is 2 weeks.
Your 15% Voucher: When you contacted us immediately after ordering about the discount code error, our agent promised to manually refund the 15% & shipping cost as soon as the item shipped. Because your rug officially transitioned to shipped status today (17 July), we can confirm that this refund has already been processed by our agent. It should appear back in your account shortly, depending on your bank's processing times.
Current Status: Now that the item is on its way, tracking details and a delivery scheduling link should be with you soon. We are actively working with our logistics team to see if there is any way to fast-track this journey and get the rug to your doorstep even earlier than the remaining estimated timeframe.
We completely understand that waiting for a package with international transit can be stressful when expectations don't align. We truly appreciate your patience while your rug makes its way to you, and we are committed to ensuring it arrives safely.
Warm regards,
The Westwing UK Team
Have been waiting three weeks for my…
Have been waiting three weeks for my order after a quoted 4-5 day delivery window. Customer service stopped replying to my emails, when I called they said I just have to wait. Not sure this is a legitimate retailer or if I will ever receive my item/funds.
July 16, 2026
Unprompted review
Reply from Westwing
Dear Scott
Thank you for leaving this review. Waiting three weeks for an order quoted at 4–5 days is completely unacceptable, and being told by our team to "just wait" only made a bad situation worse. We completely understand your frustration and why this made you question us. We take full responsibility for failing you here.
Your parcel has unfortunately been stuck at a DPD warehouse facility with no movement or tracking updates since 8 July. While our logistics team raised formal escalations with DPD, their delays are taking far too long, and leaving you in the dark without proactive updates was a clear failure on our end.
We are no longer waiting on DPD to locate the original parcel. I will personally coordinate with the team to process and dispatch a replacement item directly to you.
Please keep an eye on your email inbox, as our team will be reaching out directly with further details.
Warm regards
The Westwing Team
No replacement parts
They do not offer any replacement parts - we had one glass casing break for a wall. However, they have offered to replace the whole wall light. Good customer service.
July 16, 2026
Unprompted review
Reply from Westwing
Hi Rory
We're really sorry to hear about the issue you've had with the Atlanta lamp. Unfortunately for some items in our lighting and lamps category we are unable to provide or sell replacement parts.
However, the good news is that I see the Customer Care agent handling your case is able to offer a free replacement to resolve the breakage. Please let them know how you'd like to move forward, and they will handle everything for you.
Kind regards
The Westwing Team
Great, easy experience
Ordered a couple of high end children’s items from Westwing and the genuine articles arrived quickly - and with free postage - in perfect condition. I’m not going to lie, I read the reviews here after I’d ordered and was a bit worried but I had a great experience and will use again!
July 10, 2026
Unprompted review
Reply from Westwing
We're so happy to hear that items arrived quickly and in perfect condition! We appreciate you sharing your positive experience and look forward to serving you again.
Order cancelled by Westwing, bad customer service
Welcome coupon not usable for a large part of the collection, which is not mentioned anywhere on the limitations stated on the coupon. Ordered a product regardless, waited for a month with a delivery date approaching, but order was suddenly cancelled by Westwing with no explanation after having my money for a month. Same item is now more expensive on the site.
Customer service takes weeks to deliver utterly useless replies that are badly translated. Nothing solved.
Edit: I’ve contacted them both via the provided cs form and whatsapp channels, yet haven’t heard back. Somehow they’re only in a hurry to reply within the same day here when issues are made public, otherwise you’ll be waiting days/weeks to hear back.
July 9, 2026
Unprompted review
Reply from Westwing
Dear JT
Thank you for sharing your feedback with us.
We pride ourselves on providing an exceptional, premium experience, and we are truly sorry that your recent interaction fell short of that standard.
In our effort to continuously elevate our services, we recently upgraded our operational and customer care systems. While these improvements are designed to support a higher level of service long-term, the transition temporarily created unexpected delays. We completely understand your frustration and take full responsibility for the disruption this caused you.
I can see that one of our agents has since handled your case. We hope this addressed your concerns, but if you still have any unresolved issues or need further assistance, please let us know by replying directly to that email chain and we will be glad to assist you further.
Warm regards
The Westwing Team
AMAZING CUSTOMER CARE
I ordered a beautiful plant container, which was on offer with 10% off and free shipping. Unfortunately it was out of stock, but DANIELA kept me constantly updated with her efforts to track the new stock delivery. This turned out to be a fairly lengthy wait and DANIELA couldn’t have tried any harder to speed the process along- even contacting me by email long out of working hours. I received the order last week and am delighted with it.
I truly hope that DANIELA’S senior management appreciate her hard work and dedication to Westwing.
June 26, 2026
Unprompted review
Reply from Westwing
We are so pleased to hear how delighted you are with your plant container! We truly appreciate you taking the time to share your positive experience, especially regarding the exceptional support you received. We are incredibly proud of our team's dedication to ensuring our customers are well-informed and happy, even when facing unexpected delays. Your kind words are a wonderful testament to their hard work.
Sub par design experience
Both my husband and I tried the design services of west wing. We each used different designers and did different rooms - and the experience was really disappointing.
In one scenario the room was way to minimalist and the other while we liked the aesthetic the wrong size rug was spec-ed (yes I can confirm the floor plan was correct). Now we need to return and get a new rug.
I am happy we used a promo code and definitely would be upset if we had paid and not used a promo code.
It wasn’t a disaster - but it wasn’t great. As a result (and coupled with all the disastrous reviews about shipping) we didn’t order any west wing products, which is a shame.
June 15, 2026
Unprompted review
Reply from Westwing
Dear Alesandra
Thank you for taking the time to share your candid feedback with us. We genuinely appreciate both you and your husband giving our design services a try, though we are sorry to hear that the experience did not fully live up to your expectations.
Our goal is always to create spaces that align with our clients' unique tastes. Because it is a collaborative process, our designers rely on open feedback during the process so that we can meet your expectations; such as warming up a space if it feels a bit too minimalist.
Regarding the rug, we sincerely apologise for the sizing oversight and the inconvenience of now having to process a return. We hold our specifications to a high standard, and we are truly sorry for the frustration this has caused.
We know your designer reached out to you afterwards to offer a personal follow-up call so we could help make things right. While we understand you declined the conversation at this time, please know that our door is always open should you change your mind. We would be more than happy to assist you with the return or help you find the perfect alternative.
Thank you again for your review. We hope we have the opportunity to restore your confidence in Westwing in the future.
Warm regards
The Westwing Team
Love Westwing for contemporary items
Love Westwing for contemporary items. Bit on the pricey side but like the option of using Klarna. I do find the colour choices quite limited for some items. I prefer white/grey and a lot of the furniture which I liked was more
Cream/beige. On the whole
I really like it and it is my go to when looking for something that is modern and a bit different
June 26, 2026
Unprompted review
Reply from Westwing
We're so happy you love Westwing for contemporary items! We also understand your desire for more white/grey options and will certainly pass your feedback on about expanding our color palette to better meet preferences. Thank you for your valuable input!
SCAM ALERT- UNABLE TO RETURN CHEAP DROP SHIPPED ITEMS.
SCAM ALERT- UNABLE TO RETURN CHEAP DROP SHIPPED PRODUCTS!
Our products arrived, nothing like the photos on their website, which I now think is ALL A.I. The products looked cheap and dropped shipped from CHINA.
Then they make it impossible to return.
These scumbags hide their return behind a broken webpage and then trying any other means is just ignored, we sent several emails, no response and called, no answer.
We are now taking it further and creating a case against them.
BEWARE BIG TIME CHINESE DROP SHIPPING SCAMMERS.
May 14, 2026
Unprompted review
Reply from Westwing
Dear Siegfried
Thank you for bringing your concerns to our attention. We take feedback like this very seriously, and we are truly sorry for the frustration and trouble you have experienced.
We would like to address the points you raised directly:
Product Authenticity & Quality: Westwing is a established European brand, and we partner directly with vetted manufacturers to design and curate real, high-quality products. We do not use AI-generated imagery to mislead customers, nor do we operate as a low-quality dropshipping business.
Returns & Customer Support: We apologise if a technical issue on our website prevented you from generating a return label, and that our response times fell short of expectations. It is never our intention to make returns difficult or inaccessible.
Because Trustpilot does not share account or order information with us, we are unable to locate your order in our system to process a return or issue a refund.
We would appreciate the opportunity to make this right. Please contact us directly at service@westwing.co.uk with your order number, or submit your details through Trustpilot's direct communication feature. As soon as we receive your information, our team will manually process your return label and ensure your refund is handled immediately.
Warm regards
The Westwing Team
I ordered 3 beds for my small hotel…
I ordered 3 beds for my small hotel with delivery time of 3 months. After 3 months they deliverred just 2 beds and last one was postponed for another one month delay. On the the end they cancelled order and I have a problem that my delivery was not complete and have to return all delivery with no any explanation and get just free delivery for next order 💪
June 19, 2026
Unprompted review
Reply from Westwing
Dear Amor
Thank you for your review. We deeply regret the severe disruption this situation caused for your hotel business. Having an essential piece of an order delayed and ultimately canceled after a long wait and leaving your setup incomplete is far below the standard of service we strive to deliver.
We want to properly review what happened with your shipment and address the inconvenience caused to your business beyond standard delivery offers. However, because we haven't received a reply to our official information request through Trustpilot, we still have no order ID or contact details linked to your review. Without this information, we are unable to access your account or investigate the cancellation.
We are ready to look into this and work toward a fair resolution. Please reach out to us directly at service@westwing.co.uk with your order number and reference this review. As soon as we receive your details, we will take over your case.
Warm regards
The Westwing Team
Deceptive Tracking and Delivery Failure - Order #3483915
Appalling logistics failure and complete lack of transparency. Westwing sent a formal confirmation scheduling my white-glove furniture delivery for today between 13:00-15:00, providing specific driver names. I pre-booked my building's concierge loading bay based on this. This morning at 8:00 AM, their portal secretly changed to 'Failed Delivery' with zero notifications to me, no call, test, nor email. I had to proactively track down the driver myself, who explicitly confirmed that the UK warehouse does not even have the items because they never arrived from Germany! They are generating entirely fake tracking data and driver manifests while holding well over £600 of my products. Customer service lines are cutting off calls. Absolute operational meltdown. Senior management has been given a strict deadline until 13:30 PM today to call my mobile. I refuse to cancel—I want a supervisor to locate my goods today.
June 19, 2026
Unprompted review
Never again, be warned! Money down drain.
My item did not arrive and they won’t give me a refund. DPD sent a ‘proof of delivery’ photo which showed precisely nothing - the corner of some kind of package on some kind of floor. Not my floor.
June 16, 2026
Unprompted review
Reply from Westwing
Update 01.07.26: Hi Uxia, I can confirm that our Customer Care team have been trying to get in touch with you since 17 June to help resolve this, but have not heard back from you. Could you please check your spam folder to ensure our emails to you aren't going to the wrong place?
Dear Uxia
Firstly, I'd like to massively apologise for the issues with your order and DPD proof of delivery. I understand how frustrating it can be to find your order hasn't arrived where expected.
I have just reviewed this case and I can see a colleague has uncovered through investigation that the item is now actually on its way back to our warehouse. She has proposed a couple of options to resolve this issue via email.
Warm regards
The Westwing Team
Clearly not ready for the UK market
I have placed several orders with Westwing recently and honestly cannot recommend them. Overall, my experience has just been damaged items, slow customer service, and inaccurate delivery timelines. Very disappointed.
June 15, 2026
Unprompted review
Reply from Westwing
Dear Jessica
I'd firstly like to apologise for the multiple disappointing experiences you've had since shopping with us. We never aim to to deliver this level of service. We've recently undergone significant one-off technical migrations in our warehouse and order management systems leading to delays and increased backlogs in Customer Service. Our teams are working through this now and returning to normal levels of service.
I can see you currently have a ticket open with one of our agents and will speak with them to help you resolve this situation as soon as possible.
Warm regards
The Westwing Team
Westwing service failure? Raise a chargeback to get your money back AND penalise them
Ordered two bathmats on 24th May. Never delivered and customer service are unable to provide any meaningful information about where my goods are. No refund offered so raising a chargeback through my credit card. HINT - if you don't receive your goods raising a charge back is a an administrative headache for retailers and is a simple, effective way to get your money back.
EDIT: raising a chargeback suddenly resulted in Westwing offering a refund. When a customer successfully disputes a transaction, the retailer loses both the original sale revenue and is additionally charged a penalty fee of between E15 and E50 by their payment processor. If, as happened to us, you are failing to get a proper response from Westwing (or any other retailer) raise a chargeback on your credit card as this will penalise them for failing to provide proper customer service
June 14, 2026
Unprompted review
Reply from Westwing
Dear Mammyoko
Firstly, I'd like to sincerely apologise for the issues you've faced with receiving your order. This is never the service we aim to provide, and we'd like to provide you with a resolution as soon as possible. We have recently gone live with a significant tech migration in our order and warehouse systems which has led to one-off delays and order hiccups. We are actively resolving these and returning to normal service levels.
To help you further, could you please share your order details with us, so that we can find your account?
Warm regards
The Westwing Team
Worse customer service ever
Worse customer service ever. AVOID. Product looks totally different from the pics and return is a nightmare. Horrible customer service impossible to talk. Waist a time. They book the return nobody turn up to pick up. The customer service never replied. AVOID AVOID AVOID.
June 12, 2026
Unprompted review
Reply from Westwing
Dear Sosthenes
We're very sorry to hear about the poor experience you've had with us. To be fully transparent, due to a major implementation of a new warehouse management system, the speed at which our customer service teams can normally support has been slowed.
We are working hard with our courier partner to ensure a pick-up of your order is finally scheduled in. I can see that you've updated us further today, so I've escalated this with our team to work further on this.
Warm regards
The Westwing Team
Received an email advising my item was…
Received an email advising my item was ready for delivery but that I needed to book the collection. The online link was in German and even when I translated it, didn’t work and the phone lines never connect to anyone. I contacted customer support online and haven’t heard back. I’ve been trying to schedule this for 4 days now and haven’t heard from them at all. Don’t recommend.
June 12, 2026
Unprompted review
Reply from Westwing
Dear Lauren
Firstly, we'd like to apologise for this situation. We're disappointed this is the experience you've had with us, and I can see that our team are working to resolve the issue with you.
We value transparency, and due to the major implementation of a new order management system in our logistics centre, our teams are working intensively to resolve customer issues. This has led to the issues in getting through to our care team and should improve going forward.
Please let us know if this continues to be an issue.
Warm regards
The Westwing Team
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