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
Our Analysis
Service quality
Most reviewers report unresponsive or delayed customer service; a minority describe prompt, helpful responses and replacements for defects.
Value for money
Several customers raised issues about charges, refunds, credits or perceived poor value; a few noted discounts but not consistent resolution.
User experience
Frequent complaints about tracking, long backorders and disabled phone/chat; a small number of reviews cite easy ordering or quick shipping.
Product quality
Product reports are mixed: some reviewers cite durable, well-made pieces; others received damaged, scratched or defective items on arrival.
Communication
Most reviewers describe no responses to emails, disconnected phone lines or disabled social channels; a minority received timely, informative replies.
Overall experience
Overall sentiment skews negative in recent reviews due to non-delivery, ghosting and unresolved refunds, though some customers report positive purchases.
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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!"
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..."
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..."
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..."
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
Terrible Google Them
Terrible. Google this company. Never s...
Garbage
Difficult, rude, late and eventually non responsive. Cancelled my order through Amex a...
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...
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...
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...
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...
No communication
No communication. Where is the product????? I have emailed with no response and t...
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...
Great product and helpful staff
Great product a...
Our products were damaged and no response from support
Our products were damaged, the shipping boxes were...
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...
Ease of ordering
Ease of ordering Deli...
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...
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...
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...
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...
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...
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...
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...
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.