Reviews Analyzed
21
We Collect & Analyze Reviews
Industry West
Experiences & Reviews
Industry West is a U.S. furniture and home furnishings retailer selling contemporary and industrial-inspired furniture, lighting and outdoor pieces primarily through online channels. Consumers often search Industry West reviews for information on product durability, shipping and customer support before purchasing larger furniture items.
Overview & Key Metrics
Positive Sentiment
19%
Latest Review
29d
Overall Rating
1.8
Our Analysis
🎯
Service quality
Most reviewers report unresponsive or delayed customer service; a minority describe prompt, helpful responses and replacements for defects.
Share of mentions
Weak
21%
💰
Value for money
Several customers raised issues about charges, refunds, credits or perceived poor value; a few noted discounts but not consistent resolution.
Share of mentions
Weak
11%
⚡
User experience
Frequent complaints about tracking, long backorders and disabled phone/chat; a small number of reviews cite easy ordering or quick shipping.
Share of mentions
Weak
17%
🔧
Product quality
Product reports are mixed: some reviewers cite durable, well-made pieces; others received damaged, scratched or defective items on arrival.
Share of mentions
Mixed
9%
📞
Communication
Most reviewers describe no responses to emails, disconnected phone lines or disabled social channels; a minority received timely, informative replies.
Share of mentions
Weak
21%
⭐
Overall experience
Overall sentiment skews negative in recent reviews due to non-delivery, ghosting and unresolved refunds, though some customers report positive purchases.
Share of mentions
Weak
21%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – October 2025).
Lounge Chairs
"I have been always wanted a chaise lounge chair for my backyard to relax. Luckily, I found lounge chairs at Industry West and they are just what we wanted! They are sturdy, look great, are comfortable, and took no time to assemble. The best part was the amazing customer service. A part was defective, and when I contacted customer service they were responsive immediately and within ten days sent me a new chair rather than just the defective part. I have bought countless items online and can truly say this was one of the best shopping experiences. Really loved them and they are great for summer outdoor. If you're looking for an outdoor lounge chair ,look no further!"
Perps
Collected.reviews
Nov 06, 2021
Featured for: Positive product and responsive service
Ottoman & Pouf
"I bought an ottoman from Industry West several years ago and recently bought a pouf to match. The ottoman is incredibly durable (2 kids, 2 cats, 2 mov..."
JI
Trustpilot
Oct 01, 2025
Featured for: Long-term durability, quick customer response
Never received what we bought…
"Unfortunately we never received the outdoor chairs that we bought from them, but they did charge us the $1,051.00 In one of the emails we exchanged th..."
Lucia Torner
Trustpilot
Oct 01, 2025
Featured for: Charged but never received order
Ghosting me about my order that has not arrived
"I ordered furniture for a bar and only received part of the order in February 2025. Part of the stools were supposedly backordered and would arrive in..."
Danielle Moody
Trustpilot
Oct 01, 2025
Featured for: Partial delivery and customer ghosting
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
g
gf
trustpilot.com
Oct 01, 2025
Terrible Google Them
Terrible. Google this company. Never s...
A
Alison Riley
trustpilot.com
Oct 01, 2025
Garbage
Difficult, rude, late and eventually non responsive. Cancelled my order through Amex a...
J
JI
trustpilot.com
Oct 01, 2025
Ottoman & Pouf
I bought an ottoman from Industry West several years ago and recently bought a pouf to match. The ottoman is incredibly durable (2 kids, 2 cats, 2 mov...
L
Lauren Maruya
trustpilot.com
Oct 01, 2025
Took too long to ship with no updates and they only sell dupes!
Realized that this place only sells dupes of designer furniture. I wished I knew sooner and I wouldn't have made a purchase. I sent in a complaint reg...
F
Flynn Interiors
trustpilot.com
Oct 01, 2025
I need an answer on the status of my…
I need an answer on the status of my order that I placed almost a month ag...
L
Lucia Torner
trustpilot.com
Oct 01, 2025
Never received what we bought…
Unfortunately we never received the outdoor chairs that we bought from them, but they did charge us the $1,051.00 In one of the emails we exchanged th...
C
Chelsea Tyler
trustpilot.com
Oct 01, 2025
No communication
No communication. Where is the product????? I have emailed with no response and t...
A
Amanda Morgan
trustpilot.com
Oct 01, 2025
Clive counter stool biggest disappointment
The Clive counter stool I received has scratches and marks all over it. It arrived in terrible condition. The outside of the box was not damaged, it l...
L
Lynne Fox
trustpilot.com
Oct 01, 2025
Great product and helpful staff
Great product a...
J
Jessica Ciliento
trustpilot.com
Oct 01, 2025
Our products were damaged and no response from support
Our products were damaged, the shipping boxes were...
L
Lainie Rosmarin
trustpilot.com
Oct 01, 2025
Customer Service Nonexistent
Customer Service Nonexistent. I reached out 5-10 times to every outlet possible of customer service and still have never heard back. I alm...
T
Tami Passalacqua
trustpilot.com
Oct 01, 2025
Ease of ordering
Ease of ordering Deli...
G
Gerard
trustpilot.com
Oct 01, 2025
Never received my order!
I ordered 6 chairs. The order and the tracking link has kept saying « on its way » for 7 weeks! My credit card was debited the...
C
Claire
trustpilot.com
Oct 01, 2025
BEWARE!
I ordered a set of 2 chairs and one arrived with a significant rip in it. I was offered an additional discount to make things right since they had sol...
D
Danielle Moody
trustpilot.com
Oct 01, 2025
Ghosting me about my order that has not arrived
I ordered furniture for a bar and only received part of the order in February 2025. Part of the stools were supposedly backordered and would arrive in...
J
Jesse B
trustpilot.com
Oct 01, 2025
Seems to have gone out of business despite website being active and taking orders
I have ordered from Industry West for clients and my own home in the past. Customer service and delivery timelines were hit or miss, but the unique fu...
J
Justin Prostebby
trustpilot.com
Oct 01, 2025
Another disappointed customer
Add me to the list of disappointed would-be customers. I've purchased items in the past that I was happy with - happy with the product and the custome...
K
Kate
trustpilot.com
Oct 01, 2025
Only Partial Order Received, Can't Get Ahold of Anyone
We placed an order for 6 counter stools in October 2024 that were supposed to be delivered sometime in March. The delivery timeframe came and went wit...
J
Jenna Zak Wood
trustpilot.com
Oct 01, 2025
Company seems to have gone under
I ordered a stool in November 20 24 and was told it was on backorder for about 20 to 24 weeks which I was OK with. I asked to have updates after we re...
M
Mark Hess
trustpilot.com
Oct 01, 2025
Non Delivery of paid for items
Paid in full for items / non delivery/ no return of calls or emails... into me for 5k plus... Have fil...
Conclusion
Reviews show a clear split: several customers praise product durability and a few positive service interactions, while a large number of recent reviews report serious fulfillment and communication problems. Common complaints include long delays or non-delivery, disabled phone lines, ignored emails and difficulties obtaining refunds or credits. Product experiences vary — some pieces are described as sturdy and consistent, others arrived damaged or defective. If considering a purchase, check payment protections, confirm current fulfillment and contact options, and weigh recent customer reports about shipping and refunds.