Industry West Reviews 60

I ordered a bench and it took a while to get here, but it doesn't work with my space. The package had no return instructions, and neither did the website, the invoice, the email confirmation, etc. except a section on the website that says that all returns have to be made within 14 days. It has been almost 14 days and the repeated emails I've sent asking how/where to make the return were unanswered. This is a scam. Don't buy from them.

Date of experience: June 29, 2025

3 out of 16 items arrived. Reached out and they responded in an ok amount of time saying a claim was being submitted as they show all items delivered. Then nothing, no response after repeated emails since June 4th. Randomly 8 more items arrived with no notice. Glad they are here but again, poor communication. Still waiting to hear on the missing 5 items.

Date of experience: July 03, 2025

On time delivery. Great items. Easy to assemble!

Date of experience: June 24, 2025

After taking my money, Industry West completely disappeared. I didn't receive my purchase, and every attempt to contact them has been met with silence. They don't seem to still be in business, but their site is still taking orders. Seems like a giant scam at this point.

Date of experience: June 24, 2025

There was damage to my shipment and I have contacted you via email 3 different times with no response. I checked your website for a phone # but could not find one.

Shipping Defect SO134871
Order No. #IWWEB71030

Date of experience: June 24, 2025

They are the least responsive company ever! Awful, delivered a damaged item & when I wanted to return it, couldn’t reach them. That bug ugly box with broken pieces is still sitting in my apartment’s package room. Thank God for my credit card company.

Date of experience: June 24, 2025

Horrible
They sent me the wrong product and I am not able to get it touch with them. Absolutely horrible scam company

Date of experience: June 23, 2025

My bar seats did not fit right. I tried several times to communicate about this. No answer was forthcoming. I will never shop at Industry West again.

Date of experience: May 02, 2025

I ordered two counter stools (to match two that I already have) that were out of stock. Initially, I had great responsiveness and communication and paid the invoice. Regular updates, there are some delays, okay, no problem.

Two months ago, everything changed. No response. No phone number (it's out of service). No chat. I emailed every email address listed (surprise: they've ignored me for ten days). I did get one Instagram message back three days ago and then absolutely nothing. I'm very much one to give people and places the benefit of the doubt, but this has been absolutely inexcusable.

And yes, my credit card remains charged.

Look at the other recent stories here and then decide if this is a company you want to work with.

Date of experience: June 09, 2025

They charge CC immediately on purchase. For one order, they were out of stock permanently, promised refund in four weeks but did not send. On other order, zero communications after purchase, no shipping date, etc. while CC was charged.

Date of experience: May 05, 2025

I saw product promoted on a trusted interior design website. Industry West Website promised 7-10 day delivery. Ten days later, I have received confirmation of the order but no projected shipping date. Now I'm reading their shipping policy and it says I must be there to accept delivery or they will put my product in a warehouse charging $150 per day for storage. I have called their customer support phone number, which accepts a voice mail. The only provided option is to send an email to their customer support. I reach an automated response to my email, but no attention from a live human being. I'd like to cancel this order but it's not apparent how to do that.

Date of experience: June 04, 2025

If you are in the trade or hospitality, do not order from Industry West. At best they do not have the processes in place to support you; at worst, they go AWOL at leisure. My project is pending a small refund that this company simply will not acknowledge after many emails and calls as well as the company does not seem to be able to follow basic instructions, for example ship to. No responses have been received by either email or call. There have been no attempts to resolve challenges created by Industry West. Again, this company is completely AWOL as of 6/10/2025 and seems to have been AWOL for about two months. My experience is not isolated either.
Do yourself a favor and do not specify this vendor on your project. The uphill battle is not worth it.

Date of experience: June 09, 2025

After waiting 6 mos. Patiently, For my Machinists Counter Stools. I received them & wanted to like them. However, the seats were of poor quality & defective. They didn’t sit right at all. I spoke & emailed to receive instructions for return. I ordered 4 , paid for them . Only received 2! Still waiting for refund after 5 weeks. Plus , no one from Industry West is returning phone calls or emails.

Date of experience: April 24, 2025

This company continued to delay our order (we are talking like 5 months, with no clear timeline) so I canceled it. They gave a refund timeline of 2-3 weeks. It’s been 6 weeks and the customer service team that had a 24 hr response time before I canceled the order, refuses to reply to repeated calls or emails.

Date of experience: April 21, 2025

Same terrible experience for me - I canceled items prior to shipping and received a cancellation confirmation via email but no refund. I inquired about the status of my refund via email and received an answer saying that it would take up to 4 weeks to receive my refund. It’s been over a month now and they still haven’t issued a refund and are now ignoring my emails. No-one is picking up the phone as calls go straight to voicemail. Filing a dispute to resolve the issue.

Date of experience: May 29, 2025

I canceled items prior to shipping and they did not refund the payment. It took one month, multiple calls to a voicemail, no return calls, and several emails with no response! I had to file a dispute with Affirm to get them to refund my money! They basically tried to steal from me. So gross.

Date of experience: April 29, 2025

Quality outdoor furniture but terrible customer service.

Date of experience: May 02, 2025

I have been trying to return 4 chairs that I ordered and they emailed me back once but now have not responded to any form of communication attempts including email and phone call. They also have a horrible return policy that is honestly ridiculous for an online retailer. The product seems high quality but the customer service is so poor. I’m so disappointed in the process. I’m also too nervous to mail back the chairs without communication and worry they will not refund me.

Date of experience: May 07, 2025

Prompt friendly delivery and chairs well made, stylish and as described.They arrived carefully packed.

Date of experience: May 09, 2025

quick shipping

Date of experience: May 02, 2025