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April 2024 by Fiona Nieto-Simons
I wish I could give this company 0 stars. Truly the worst furniture/ home goods store I have ever dealt with. I don’t think they’re capable of fulfilling a single order purchased online in the agreed upon time frame (or even send the right thing). Whether it is something saying it’ll be shipped in two weeks, then you immediately get an email after purchasing saying it’s actually back ordered 2 months. Or ordering a duvet insert and receiving a “shaggy puppy sleeping bag ” from Pottery Barn Kids. The customer service number is in no way shape or form helpful. I’ve spent countless hours on the phone with them trying to resolve multiple order delays. I guess if you complain enough on whatever item you’re having an issue with they’ll give you 10% of its value on a gift card (so you have to purchase with them again) …yippee :/. Unbelievable. If you can, do yourself a favor and take your business elsewhere.
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March 2024 by Steven A
I love this place. Everything they sell feels unique. And the prices recently appear to be quite comparable to lower end furniture stores. If you order online, go directly to the pick up location in the garage and call them. See photo with instructions. 5 stars.
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March 2024 by Ryan Love
Ordered entire new bed set, nightstands, dresser and dining room table, was guaranteed delivery by our move-in date by the manger, Greg. Our move-in date was 7 weeks out and said there would be NO issue. Well, our stuff didn't come for 13 weeks as they shipped our stuff to someone else. The store failed to rectify the delivery, didn't care it was incredibly late, and when they came to deliver, refused to help take our old stuff away, which WE PAID FOR!! Greg, the store manager, promised we'd get AT LEAST a 30% discount for all the trouble. After battling with the warehouse for another 6 weeks, they refuse to refund anything to us. Will never return
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January 2024 by Jamison Luther
Never order custom items from West Elm. It will be the worst experience you've ever had with a vendor. Originally they said it would be there before Thanksgiving in 1 month. Half our items took 2 months to arrive in the warehouse, the other half are due in Feb... 5 months from when we orderded. They will not ship or allow us to pickup the 2 that arrived. Managers sent 2 requests for a partial shipment and were denied. So we'll be 5 months to deliver what they originally said 1 month. Would be happy to remove this review if they would split the delivery up so we can receive what is in stock now.
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December 2023 by Susan Belson
Ordered a table and was disappointed with the pattern in the wood grain that had not been shown on web photos. With absolutely no pushback, they accepted my return. I had assembled this table and thrown away the boxes. They issued a full refund when I brought the table to the store. Excellent customer service, I won't forget this...
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December 2023 by V JG
Really poor customer service at this location. Both times I've gone the sales associates are so rude and unhelpful. I asked for color swatches for the Penn chair and she told me to look online....I wouldnt have come TO THE STORE if I didnt need to lady.The first time I came, the sales associates directly went and helped Caucasian customers but continually ignored me until I had to go and chase someone down and ask them to help.Definitely will spend my $$$$ somewhere else. Very high brow vibe and unhelpful.
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December 2023 by richard moon
My wife and I drove through Friday night traffic to pick up an online purchased item, we were notified was ready for pick up at the store. It was not ready like we were told. Things happen and I do understand that. But JULIETTE COOLEY, Assistant Manager of that store, was the epitome of snark and unprofessionalism. Rather than showing any bit of courtesy, understanding or empathy, she stood there, and smugly kept repeating (with heaps of attitude) the same emotionless line, "I'll relay your concern to our general manager." When I called her out on her lack of professionalism, she sarcastically and curtly replied, "uh-hun, yep, sorry, ok." And then gave me this look as if to say, "ok, anything else?" Hopefully, she's an anomaly. But that was my one and only time I had set foot in a West Elm store. My wife and I were not impressed. She makes the store, the company and the brand look bad... really bad.
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December 2023 by Richard M.
My wife and I drove through Friday night traffic to pick up an online purchased item, we were notified was ready for pick up at the store. It was not ready like we were told. Things happen and I do understand that. But Juliette Cooley, Assistant Manager of that store, was the epitome of snark and unprofessionalism. Rather than showing any bit of courtesy, understanding or empathy, she stood there, and smugly kept repeating (with heaps of attitude) the same emotionless line, "I'll relay your concern to our general manager." When I called her out on her lack of professionalism, she sarcastically and curtly replied, "uh-hun, yep, sorry, ok." And then gave me this look as if to say, "ok, anything else?" Hopefully, she's an anomaly. But that was my one and only time I had set foot in a West Elm store. My wife and I were not impressed. She makes the store, the company and the brand look bad... really bad.
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November 2023 by Bev K.
Unfortunately, there is no 0 star rating available.I purchased a candle centerpiece for $116. With shipping and Tax, I spent my $110 in key rewards + an additional $35.46 on my credit card to cover tax and $19 in shipping. ** I earned the $110 in Key Rewards by spending approximately $8000 for lounge chairs, end tables, and a coffee table. I was unhappy with the quality of the centerpiece--it looked cheap and the glass candle holder bowls didn't sit evenly on the stand. When I requested an RMA for the return, the reason I used on the drop-down was "didn't like". After being on the phone with a representative--for the 2nd time--regarding only receiving $59.52 back on the Key Rewards account of the original $110 amount, I was informed that my refund was being adjusted down by $49--which was made up of the original shipping charge of $19 (I'm willing to pay this) + an additional $30 to ship it back to them.I have a problem with the charges based on 3 reasons that I was not informed of at the time of purchase NOR at the time I requested the Return Authorization as follows:1. I was not informed that a return of a purchase online could not be taken back to a local store to save on shipping.2. I was not informed that I would be charged the original shipping + 1.5 times the original shipping amount to return the item.3. I was not informed that the reason for the return would dictate whether or not I was to be charged shipping.**The representative I spoke to said the policy -- somewhere in the fine print -- which I have looked for and haven't been able to find yet, states that shipping charges MAY be charged (but not necessarily charged?) on items returned. That tells me the policy is up to the discretion of the person reviewing the complaint. After consulting with a supervisor--I was informed that "unfortunately, they chose not to refund the $30 back into my Key Rewards". So I'm wondering why West Elm / Key Rewards is willing to lose a $8000 + spender--and that's to someone who purchases furniture all the time for their customers--we're in the furniture business--instead of refunding the $30 to the Key Rewards account when it's a discretionary decision (the return shipping amount). Their $30 decision is costing them a spender across their brands as follows:West ElmWest Elm KidsWest Elm B2BPottery BarnPB KidsPB TeenWilliams SonomaWS HomeRejuvenationMark & GrahamGreenRowI hope it's worth it to their brand and image.
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November 2023 by Jo Y.
I bought a bedroom set here for my teenage daughter and I was happy with the service I received. All the staff members were friendly and helpful and so patient and I was glad that I could see and feel the furniture before purchasing. The only complaint I had was with the company's shipping policies. Some things can only be shipped to home & not included in the white glove delivery service and has an additional shipping charge of almost $100 per item. That seems unreasonable to me. I hope they can offer something better with the delivery service.
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October 2023 by H K
Pro tip: go through the store to order things. Don't let the shipping reviews scare you; we love our furniture and got it within a week of ordering. I think a lot of people are having issues with shipping because typically they ordered themselves. You can go through the store and have an associate split the order and have them ship whatevers already ready. They assembled everything in the truck and moved it into our place.
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October 2023 by Sally Seung Hui Yi
Greg (Store manager?) is the best! My family recently moved and had to buy several furniture, and I'm so glad I placed the order in store. After I placed the order, I needed help changing some of the items and Greg was so helpful and patient with me.Thank you so much again Greg!!
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October 2023 by A
Pro tip: go through the store to order things. Don't let the shipping reviews scare you; we love our furniture and got it within a week of ordering. I think a lot of people are having issues with shipping because typically they ordered themselves. You can go through the store and have an associate split the order and have them ship whatevers already ready. They assembled everything in the truck and moved it into our place.
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October 2023 by S Yi
Greg (Store manager?) is the best! My family recently moved and had to buy several furniture, and I'm so glad I placed the order in store. After I placed the order, I needed help changing some of the items and Greg was so helpful and patient with me.Thank you so much again Greg!!
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September 2023 by P
Always friendly attentive service. Nice selection of modern chairs and sofas for somewhat reasonable prices. Have purchased 2 sofas, dining table and chairs, all of those items still look great and are constructed well with quality wood, metal and fabric.
