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
Order past ETA with no response and phone disconnected.
“Yet, they took my money.”
Received only four of six chairs and couldn't get response for refund.
“received 4 of the 6 chairs in early June.”
Order backordered then communication stopped; customer filed complaints.
“taking peoples money and then ghosting them.”
Paid over $5k and did not receive items; filed complaint.
“Paid in full for items / non delivery/ no return of calls or emails...”
Defective stools and promised refund never received; company unresponsive.
“promised a refund that never came.”
Order delayed months, cancellation denied, and timeline misrepresented.
“Misquoting a 3 week delivery time to 7 months”
Fast delivery and a high-quality piece, customer very satisfied.
“Delivery was fast, and it’s a high quality piece.”
Counter stools are well-made, sturdy, and shipped quickly.
“The counter stools I ordered are well made and sturdy”
Chair quality good but delivery service was poor and unhelpful.
“service dropped off a 70lb pallet on the side walk”
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!
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.