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September 2025 by Kaleb Dillard
Our $3,200 couch has cushions ripping at the seams and we haven’t owned it a year yet. When my wife and I went to the store, the general manager Elda was not friendly or helpful. Instead she tossed it up to the excuses of we didn’t buy the premium fabric, and we didn’t get the all state protection plan. She would not even acknowledge that one of west elms couches shouldn’t be tearing at the seams in less than a year. We also found out we couldn’t buy replacement cushions or covers even if we wanted to pay entirely out of pocket. We don’t recommend anyone shop at west elm.
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September 2025 by Anna Dillard
Last September, my husband and I were thrilled at the thought of purchasing our first piece of West Elm furniture- a couch. We had researched and shopped at several different stores until we arrived at the Summit location, sat on a particular sofa, and called the couch ours. We worked with a designer in store, got the order placed early September, and were eagerly awaiting its promised delivery the beginning of October. It did not arrive until the week before Thanksgiving and the delivery day itself was an absolute nightmare. But that’s another review in and of itself.
Now the couch, which is touted online to be from a company whose slogan is “built-to-last”, is falling apart. We are not rough on furniture. I had an old ikea sofa that I used for upwards of seven years that still looks and feels brand new, yet here is a several-thousand-dollar couch ripping at the seams.
We took pictures and went back to the Summit store after seeing online that there is a warranty on most furniture for general wear and tear, and we hoped to get a new cover for the bench seat cushion that is ruined. We spoke with Elda Fitts, a general manager, and provided her with the timeline, proof of purchase, and picture evidence of the pitiful quality. There was no apology, no “let’s try to make this right”, just a “you didn’t purchase the protection plan or the deluxe fabric option”. Sorry, in my mind a $3,200 couch shouldn’t need upgraded fabric or a protection plan to last a year. She additionally informed us that there was no way for US to purchase any sort of replacement cover for the cushion either.
So, lesson learned. We will never recommend West Elm to anyone and we will never purchase from them again.
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May 2025 by Hope Wendel
I don’t normally like salespeople but working with Kathy to make sure we were exploring all the options and choosing the best one for our needs was a great experience. Very helpful and no pressure. Helped us with decision fatigue by providing good logical insights.
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January 2025 by Kimberly Moore
I absolutely love the products from West Elm ... The beautiful candelabra as well as the other items are fabulous and the prices are FANTASTIC!!!
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May 2023 by Tanner Bramlett
Had a very pleasant experience in store with Debbie who was able to offer a ton of assistance in picking out the perfect sofa to add to my home. She was very kind, knowledgeable, and helpful throughout the entire process.
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March 2023 by Amy Shackelford
This review is about the Birmingham store and not about West Elm corporate. Debbie was a DREAM to work with and incredibly helpful as we setup a wedding registry. We were feeling overwhelmed and unsure about what to register for and Debbie went category by category and item by item with us, making suggestions and being so supportive. Can’t thank her or the Birmingham store enough for making the registry process so easy and fun!!
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February 2023 by Mike M
Warning, the installation team is basically delivery guys tasked with assembling your very expensive furniture. On my last delivery, they left screws out. They left washers out. They put washers on the wrong screws. They assembled pieces in the wrong order and had to take them back out because they refused to look at the directions. Your paying super high delivery costs, but not going to get your moneys worth from it.
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November 2022 by Sarah L
Employees were very kind and helpful—went above and beyond, really.
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November 2022 by Brad Methvin
DO NOT BUY FROM THIS COMPANY. my friend bought a $3500 couch that they “lost” in shipping and refuse to make it right
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October 2022 by Walter Huston
Terrible customer service--------our company has been trying for 2 months and much time on the phone and emails just to get a copy of invoices----passed from person to person.....Its more rewarding to talk to the IRS than this company
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September 2022 by Latrice Jones
They lock the doors before closing time. Such an inconvenience
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August 2022 by Gretchen McCreless
Word of warning: west elm charges astronomical shipping costs for certain items and will not honor the stated delivery window. Purchased 2 mirrors on July 9th. Normal sized wall mirrors (22 x 36”). Unexpectedly encountered a $150 shipping charge, but as a sales associate was placing the order for me, I was too embarrassed to walk away. Had I done the order myself online, I NEVER would have completed the purchase. Regardless, I felt trapped and went ahead and ordered. The delivery window was stated as in stock and available for delivery July 19 - August 2. It’s August 10th. I still don’t have the mirrors that I paid $150 to ship. But I have since ordered larger mirrors from Target and Wayfair and received them in 2 days with free shipping. I reached out to customer service and received a very generic and impersonal “sorry we can’t help you.” Lesson learned!!!!!!! NEVER AGAIN.
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June 2022 by Florence C.
There is a cashier who is very mean to customers. I came in for a return and she talked down on me like I was an idiot because I accidentally printed a shipping label (some stores use the same return label for both shipping and in store returns so I was confused about it) even though she could have easily cancelled my shipping return and did it in store (which she eventually did with ease ) she had to spend 5 minutes belittling me and asking why I didn't know what I was doing. Horrible experience and I'll never be back.
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February 2022 by T Grant
I loved this furniture store. The staff were very helpful. The inventory was phenomenal.
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September 2021 by James Nichols
Amazing furniture!!
