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February 2024 by Heather Pfeiffer
Huge thank you to Rochelle and the team at West Elm. She went above and beyond accommodating my request!
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January 2024 by Dani BC
I love the design and location of the store, but the staff was very disrespectful a few minutes ago. I just called to ask about a sofa, and the lady I was talking with said, “I need to learn to talk” just because I have an accent…. That, for me, is discrimination. If you don’t understand someone, repeat the question. You don’t need to be rude and disrespectful.
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December 2023 by Kelsie Miller
quite literally the worst service and experience Ive ever had going in this store. Nobody greets you, nobody helps you, the women who work here are so rude and huffing and puffing under their breath curse words while I was last shopping in there...Nasty energy all around-- definitely never going back in here...
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November 2023 by Mary F.
When I called about replacing two legs on my Hamilton sofa, which was purchased in 2021, I unfortunately encountered a sales person named Jeremy. He left a VM, giving me the parts number and advised me to order online. I called him back to inquire about their 5 year warranty. He became very irate and alleged that there is only a 3 yr. Warranty. West Elm website says a 5 year warranty. He proceeded to yell at me on the phone and said he could not find any purchase order for us. I tried to explain that we had a number of purchases with that order. He continued to shout at me and talk over me. Yikes, terrible customer service.
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October 2023 by Michelle L.
Do not buy from this store. I purchased a light fixture, bathroom mirror, towel bar etc. for a new bathroom remodel. We had to switch finishes so I returned everything to this store on 10/18 at 10:00 am. Everything had arrived at my home a day before and was unopened in original packaging. I walked in and said "Good morning" and the man behind the desk (jboucher) said nothing. I explained that I was returning four things and needed to switch finishes during a remodel - with a smile. He said, "I need your order number." Did not say hello or smile and acted like I was a HUGE pain. I pulled up my order number on my phone, gave it to him and went outside to get the rest of the boxes. He - nor the other female employee - offered to help or anything. I was bringing everything in and he stopped me and said, the mirror (20 x 30) is way too, big, I don't want that on my desk you'll need to drive around to the back delivery door." He sighed and said that the order number was wrong. I gave it to him again and he said, "THAT is just the order number for one thing. I need all the order numbers!" I said, "Oh, I thought once you had my information you could pull up my account and see everything." He said, "NO. I NEED ALL THE ORDER NUMBERS." He was one of the most condescending, unhelpful, and rudest salespersons I've ever encountered. I worked in retail for over ten years, it's not easy but this behavior is just unacceptable. If you are that grumpy at 10 a.m., when the door opens, you need to get a new job! I planned to simply buy a new light fixture, mirror, towel bar etc in the other finish but was so offended I just left. I drove 1 mile to Crate and Barrel, found everything I wanted (better quality), and was helped by a lovely gentleman who made everything super easy! I will never shop West Elm again.
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October 2023 by Matt M.
Terrible company. Took a month to get a chair and it was blatantly the wrong chair. They offered me 10% off a replacement chair for my troubles. Thanks guys. Avoid this scam of a company.
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September 2023 by Ezra P.
Ordered an outdoor furniture set on July 5th for delivery within 1 month as stated by west elm, to find out 2.5 months later the furniture will not be delivered as they are out of stock. No notification, no concession, no way I'll order from them again. Had a similar issue with a couch we bought from west elm a few years ago.
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September 2023 by Beverly Alexander
I've interacted with this store several times on purchases and a couple returns recently, and the staff has been polite, kind, and helpful (even sweet). Their textiles are lovely and usually sustainable, OEKO-TEX, and fair trade. So I am one of their happy customers!
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August 2023 by N NC
Wish I had listened to all of the other reviews about delivery delays and awful customer service. Paid for a couch in January, expected delivery in March. August and still no sign of the order. It's been "shipped" three times, each time it's just lost or destroyed. At this point I think it's just a scam. Avoid at all cost, I cannot overstate how deeply I regret getting involved here.
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July 2023 by Sky T.
Do not buy furniture from here. This is not a review of any of the employees I've talked to at this store, as they have all been very nice. However, the overall quality and multitude of delivery issues from West Elm is unacceptable for the price. In total, I have had to miss the total of an entire work day due to TWO separate delivery date issues. Also, if they do cancel for whatever day/time they say, they will not necessarily tell you and you may just need to waste 3 hours of your day waiting until you call them and find out that they aren't showing up. When I did finally receive the bed frame I ordered, the storage drawers that I specifically bought the bed frame for, literally got black paint on my clothing, so they are completely useless for their intended purpose. Photo attached is what a bright white rag looks like after lightly dusting the drawer. Even with all of these documented issues, company policy is really unhelpful. Fortunately, I could have them come back and return the bed for a full refund! Unfortunately, I've wasted so much time with this company that I can't even take the time off work to have them come back and get it.
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June 2023 by Stephanie OBrien
I’m not surprised to see so many negative reviews after the experience I just had. The advertised prices on the five frames I planned to purchase wasn’t accurate and when I asked the store associate to honor the price she was incredibly rude and acted like I was trying to get over on her. It’s one thing to not honor the price but it’s another thing to make your customer feel less than.
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June 2023 by Christian D
I have received better customer service from the DMV and any airline than from this place. The staff is rude and unhelpful. After visiting the store, I decided to order online. They had 2,000 units of my desired item, but someone forgot to initiate the shipping process. It doesn't end there—when I contacted their customer service, they informed me that I had to wait until five days after the latest delayed delivery time before they could take any action.Upon finally receiving my item through the white glove service, it was delivered by two individuals who appeared disheveled and unprofessional. To my dismay, I discovered that the item was an open box item. In fact, the delivery personnel themselves pointed out that the item was so damaged and cracked that the warranty would be invalid. Naturally, I immediately returned it. When I contacted their customer service, I was only given the choice of a refund or waiting for a replacement, which, by the way, would take months to deliver. Despite my request for a discount due to the inconvenience, they outright refused and provided no alternative options. Additionally, when I reached out to the store directly, they claimed to be unable to assist me.At every step of the process, the customer service was subpar. From placing the order to arranging the delivery, and even in resolving the issue, their service fell significantly short. It's worth noting that the CEO of this company ranks in the bottom 5 percent of CEOs, which speaks volumes about the poor top-down management. I will never shop here again, and I sincerely hope that you, as a reader, do not make the same mistake. I have never been so upset at a business!
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June 2023 by D21Marin G.
I have received better customer service from the DMV and any airline than from this place. The staff is rude and unhelpful. After visiting the store, I decided to order online. They had 2,000 units of my desired item, but someone forgot to initiate the shipping process. It doesn't end there--when I contacted their customer service, they informed me that I had to wait until five days after the latest delayed delivery time before they could take any action.Upon finally receiving my item through the white glove service, it was delivered by two individuals who appeared disheveled and unprofessional. To my dismay, I discovered that the item was an open box item. In fact, the delivery personnel themselves pointed out that the item was so damaged and cracked that the warranty would be invalid. Naturally, I immediately returned it. When I contacted their customer service, I was only given the choice of a refund or waiting for a replacement, which, by the way, would take months to deliver. Despite my request for a discount due to the inconvenience, they outright refused and provided no alternative options. Additionally, when I reached out to the store directly, they claimed to be unable to assist me.At every step of the process, the customer service was subpar. From placing the order to arranging the delivery, and even in resolving the issue, their service fell significantly short. It's worth noting that the CEO of this company ranks in the bottom 5 percent of CEOs, which speaks volumes about the poor top-down management. I will never shop here again, and I sincerely hope that you, as a reader, do not make the same mistake. I have never been so upset at a business before.
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June 2023 by Christopher Sattler
Don't bother with west elm. Delays, delivery of broken furniture, impossible customer service. The furniture isn't even good quality.
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May 2023 by Viji V.
Went in to pick up a rug I ordered. Just the worst worst worst. Felt actually bad for ordering something to the store for pick up. Was basically reprimanded about it. Then I returned the item to buy it back with a store credit. Reprimanded again. Carpet was left of the cart and lady just left us there with no words of thanks or anything. Definitely in the wrong line of business. Zero customer service.