Industry WestReviews of industrywest.com

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.

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.

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.

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.

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.

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.

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.

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.