Many reviews say orders arrived damaged, incomplete, or never shipped. Reviewers often describe weak follow-up and refund or replacement requests that go unanswered. A smaller number of posts mention durable, well-made furniture and, in a few cases, helpful customer support.
Examples from available reviews (Nov 2021 – Feb 2026).
No response or phone number, customer paid but got nothing.
“They have my money and I have nothing to show for it.”
Marble fruit bowl arrived broken and seller did not respond.
“My marble fruit bowl arrived completely broken.”
Durable, stylish ottoman and matching pouf with prompt customer service.
“incredibly durable (2 kids, 2 cats, 2 moves)”
Order delayed months, cancellation denied, and timeline misrepresented.
“Misquoting a 3 week delivery time to 7 months”
Reviews often mention orders that never arrived or shipments that showed up incomplete. Some customers say they were charged but did not receive the items and had to escalate disputes. A few posts describe quick replacements or helpful delivery, but they are uncommon.
Several reviewers say they paid and received nothing, or got damaged items and never saw a refund. Others point to long-lasting use and satisfaction that makes the purchase feel worth it. Positive value notes appear less often than reports of missing or partial orders.
A few positive posts mention an easy checkout and items that matched the photos. Far more reviews describe trouble reaching support and tracking updates that stayed unclear. Some also note phone lines that seem disabled and social channels that do not respond.
Many reviews describe items arriving broken or scratched, sometimes in opened boxes. Other posts mention sturdy stools and durable ottomans. Reports of strong build quality appear alongside repeated complaints about shipping damage.
Reviewers often say emails went unanswered, phone lines seemed disconnected, and social channels stayed silent. Several customers report being promised refunds or replacements that never happened. Positive notes about responsive help show up, but much less often.
Reviews split sharply between unresolved order issues and a smaller set of satisfied buyers. Many posts describe claims that never got resolved, while some mention quick service and quality items. Overall, buyers report widely different outcomes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (44) · Reviews (5) · Reviews (1) · Quotes shortened · As of: February 2026
Non-responsive company and customer never received promised refund.
“Many challenges. Non-responsive. Never received refund.”
Non-responsive company and customer never received promised refund.
“Many challenges. Non-responsive. Never received refund.”
Charity paid for order and never received items or effective responses.
“I have yet to receive any of the ordered items”
Charity paid for order and never received items or effective responses.
“I have yet to receive any of the ordered items”
Customer reports that customer service is nonexistent.
“Customer service is nonexistent!”
Customer reports that customer service is nonexistent.
“Customer service is nonexistent!”
Chairs arrived quickly and well packaged despite limited contact options.
“my chairs arrived within 2 weeks and packaging was perfect.”
Chairs arrived quickly and well packaged despite limited contact options.
“my chairs arrived within 2 weeks and packaging was perfect.”
Marble fruit bowl arrived broken and seller did not respond.
“My marble fruit bowl arrived completely broken.”
Marble fruit bowl arrived broken and seller did not respond.
“My marble fruit bowl arrived completely broken.”
Customer received only one of two items and got no response.
“We only received one of the two items we paid for.”
Customer received only one of two items and got no response.
“We only received one of the two items we paid for.”
Customer contacted support for help and received no reply.
“I reached out for help. No reply”
Customer contacted support for help and received no reply.
“I reached out for help. No reply”
Shipment never arrived and company failed to follow up as promised.
“Shipment never arrived.”
Shipment never arrived and company failed to follow up as promised.
“Shipment never arrived.”
Company won't respond and refuses to replace damaged items.
“You can never get a response from these guys.”
Company won't respond and refuses to replace damaged items.
“You can never get a response from these guys.”
No response or phone number, customer paid but got nothing.
“They have my money and I have nothing to show for it.”
No response or phone number, customer paid but got nothing.
“They have my money and I have nothing to show for it.”
Full order not received and shipping occurred only after repeated contact.
“We did not get our full order”
Full order not received and shipping occurred only after repeated contact.
“We did not get our full order”
Shipping was later than estimated but product otherwise satisfactory.
“Shipping was later than estimated, but otherwise good”
Shipping was later than estimated but product otherwise satisfactory.
“Shipping was later than estimated, but otherwise good”
Seller never sent the sofa and charge was disputed.
“Never sent sofa.”
Rude, late, and unresponsive customer service led to cancellation.
“Difficult, rude, late and eventually non responsive.”
Durable, stylish ottoman and matching pouf with prompt customer service.
“incredibly durable (2 kids, 2 cats, 2 moves)”
No updates for twenty weeks and only responded after complaint.
“I hadn't heard back in over 20 weeks”
Customer repeatedly reached out seeking order status without response.
“I need an answer on the status of my order”
Company charged customer but order never received; no resolution.
“we never received the outdoor chairs that we bought from them”
No response from company and tracking information is unreliable.
“No communication. Where is the product?????”
Clive counter stool arrived scratched and damaged with no response.
“arrived in terrible condition.”
Product was great and staff were helpful.
“Great product and helpful staff”
Products arrived damaged and support never responded.
“Our products were damaged, the shipping boxes were open”
Multiple attempts to contact customer service received no response.
“Customer Service Nonexistent.”
Ordering was easy and item matched its picture.
“Ease of ordering Delivery Item as pictured”
Chairs showed as 'on its way' for weeks with no responses.
“I think that this is a fraud!”
Received damaged chair, was ignored after partial remedy, and no refund.
“They then have proceeded to ignore me since May 21st”
Partial delivery, long backorder, and company stopped responding to inquiries.
“They do not respond on their active instagram, have disabled their phone line and their chat”
Company appears out of business and won't respond to customers.
“no responses from any customer service channels.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Industry West is a U.S. retailer selling furniture, lighting, and home accessories. The lineup includes contemporary and industrial-style pieces such as stools, sofas, ottomans, and outdoor seating. Product pages usually show materials, dimensions, and photos to help shoppers choose. The company sells through its online store and ships furniture and lighting via parcel and freight carriers. It sources finished goods from both U.S. and international manufacturers.