west elm

Most Recent Comments

• November 2023 by Joshua W.
  DO NOT ORDER FROM WEST ELM!We have had 2 orders this year where inventory is not actually available even though it says it's "Ready to Ship". They delayed both order by months with no explanation. Even after canceling our order, I had to call back because they didn't actually cancel it! I have been on the phone for hours to get our money back. They simply lie and allow customers to get off the phone and force them to call back. THOUSANDS OF DOLLARS AND THEY DON'T CARE!This is corrupt and you can look at other customers with similar experiences. STAY AWAY!
• July 2023 by Marisol F.
  I had high hopes for this store, since I have bought nice pieces via email. I though why not visit wile I'm in the area. The store clean and organize, specials where perfectly displayed, but the costumer service awful, they make you feel out of place. I have never feel this in any other store. I hope they read this and they change the way they approach thru clientele. One smile goes a long way!
• April 2023 by Theresa
  I made a purchase on March 1, 2023 for a coffee and end table, E. was my sales person. My coffee table arrived sooner than expected and on March 7th, I received my coffee table. Unfortunately it was delivered to the wrong address. I called the West Elm store (Pasadena) location and spoke with manager A.. I advised her the heavy coffee table was delivered to the front house instead of the back house and it when I opened the box, the table was defective. She tried to push back and told me to bring the heavy table back to the store. After going back and forth with A. She said she would call me back after she speaks with customer service. I asked A. Who was the delivery carrier, and she advised me UPS and provided me the phone number. I called UPS, they referred me to DOHRN Transfer, then they referred me to Saia carrier. Finally I called A. and she advised me it was WS carrier and she ordered me a replacement coffee table and they will pick up the defective one. I called WS carrier and spoke with K. she apologized and offered me 10% for the inconvenience. I declined. She transferred me to customer service and after waiting 30 minutes, the customer service representative answered and when I was explaining to her the delivery issue she cut me off. I asked to speak with a supervisor and she said NO. I said why, than she said I will get you one. I was placed on hold and after 20 minutes, I hung up. Later in the evening, I called back and spoke with K. She took my complaint and said she would call me back. She called me back as promised and offered me a small credit for the inconvenience, I declined. I advised her at least cover the delivery charge. So on March 8th I went to the store to buy some bedding that I seen on March 1st. The same a sales person E. was there. E. became very irritated when I was asking questions about the bedding. So while E. was at the register I was looking online for other items, I may want to purchase. A female worker walked by and I asked was she the manager she said No but Aaron was. I tried to explain to Aaron what I went through and in mid conversation he said what do you want me to do. I said I just wanted to tell you what happened and he stated it has nothing to do with the store. After that E. was very salty towards me and I made my purchase to use up the credit, I had. I will not recommend West Elm to my family and friends and once I receive all my items I purchased, I will be done doing business with them. I will go elsewhere.Female worker witnessed Aaron being rude to me and tried to apologize on his behalf. STATED, HE'S REALLY A NICE GUY...Sadly I feel more disrespect by E. because E. didn't witness the manager Aaron being rude to me. So once Aaron said something to him, he started mentioning pricing for everything i was inquiring about and items that I thought was on sale, he raised his voice to say I can't honor the price. End of story i should of walked out and not purchased anything. I'm having buyers remorse and will be returning the bedding i ordered.
• March 2023 by Christina L.
  Customer service here is awful. Three associates working at the desk not looking up from their phone. No one said hi or welcome after circling around the store. I've been a lot of items online in the past but thinking twice now. To the manager here, please retrain employees.
• February 2023 by Ian C.
  Since there's no other place to vent frustration about their misleading claims, I'll leave it here. Ordered some bath stuff from the website on 1/30. Both items had 5-7 shipping estimates. Then I got an email 3 days later saying it's delayed until MARCH. Frustrating enough. What's worse, and completely fraudulent is that the website still has a 5-7 day estimate on the items I ordered. Total scam.
• February 2023 by Payton Robinson
  Love their light fixtures and aesthetic
• December 2022 by R T.
  Excellent customer service from Amanda. It took me hours and several calls to other locations and was relieved and suppprted by her research of finding a difficult item. I appreciate you.
• November 2022 by Eric P.
  I would rather build my own furniture out of broken glass than shop at West Elm again. ZERO stars. They delayed my order numerous times, often without informing me. They delivered a bed with missing pieces. They took four weeks to send THE WRONG replacement pieces. Another three weeks to send BROKEN replacement pieces. Finally had to have them remove the bed and order one from CB2 (which came in less than two weeks). And then when they came to remove the bed, their delivery people broke my front gate. Over 20 hours on the phone with their customer service. The worst customer service of all time. Hung up on, given wrong information, bad connections, rude operators, etc. And at the time of this posting, they still owe me money for an item I returned because they delayed its arrival by another four months (which would be nine months after I ordered it). It literally felt to me as though this were not a furniture company, but a manufacturer of misery. That's what they're good at. Making your life miserable.
• September 2022 by Rudy M.
  Horrible customer service associate experience.
• August 2022 by Laura S.
  Horrible customer service! We furnished most of our condo from west elm, and are now doing a bathroom remodel - ordered a vanity, mirrors, lighting, etc and the experience has been genuinely and surprisingly awful for a furniture store. I placed the order for the vanity online after a horrible experience working with an in-store "designer" (rude, unresponsive), and they sent me an email saying they caught the order in their system and modified it so it would come through the store (I guess there's a commission..?) then proceeded to lecture me on supporting my local store by placing future orders directly through them. Sigh... ok, I did just that. Flash forward several months and I still have no idea when the vanity will arrive. I had a contractor scheduled towards the end of the estimated delivery window and called the store to check in only to be told they had no idea when it would come in or whether it would be delayed and "that's what it's like to order furniture from anywhere" (no.. it's not) and that "if there's nothing else I'm busy.." SHOCKED. The tone doesn't really come through but let's just say I'm not a big fan of being lectured by a condescending 22 year old hipster who can't be bothered, when spending tens of thousands of dollars on furniture... West elm - please hire better staff. Or just ask your staff to be mildly friendly sometimes! It's not that hard...
• August 2022 by Veronica P.
  West Elm, while I like your furniture, the delivery company you use -- Ryder Last Mile -- is garbage. I posted the following "wish it could be zero stars" about Ryder and posting it here as well. Because as long as you use them, I recommend people do not shop at West Elm. All you have to do is check out Ryder's yelp page -- this opinion of them is Universal: "Ryder Last Mile (Salt Lake City location) is the absolute worst. I won't go into great detail because I don't want to continue my exhaustion from this experience. But suffice it to say I made a 12-hour drive three times to meet them at a rural delivery location (for a WEST ELM purchase). they messed up delivery on all three occasions (once they said they just couldn't find my furniture in their warehouse). I ended up cancelling the order and I am still getting multiple messages per day asking me to schedule delivery (there is nothing left to deliver since I canceled my order). I am now on hold (for over 30 minutes) trying to talk to someone at Ryder to beg them to stop harassing me with reminders to schedule. Because of them, I will never order from WEST ELM again. I wish there was a Zero stars option."
• July 2022 by Nadia B.
  This review is just for the customer service associate we had an encounter with today. After asking her some styling questions, she didn't listen properly and not only was she dismissive but also seemed to have a condescending attitude. I didn't get her name but she was a slim brunette girl and was wearing an long, open cardigan. I usually order online from West Elm and didn't expect this kind of behaviour from a sales associate where a big part of their job is answer questions and help with products.
• July 2022 by Daniel Moreno
  This place is really nice, with really good and well designed furniture. Is expensive but if you want to have something that will last and perform on time, this is a good option. The only part I disagree with is the way they charge and handle deliveries.
• March 2022 by Rebecca B.
  DO NOT buy from West Elm. It is genuinely the worst customer service experience I've ever had - and continue to have. The good news, the in store associate who helped me - Avril - was lovely. Really helped me pick out a sofa, and made sure, per my wishes, we ordered one that was in stock to be delivered two weeks later when I moved into my new place. From there, it's been hell. On the morning of my delivery I get an email saying it's been cancelled. I call and go through hours of holds and associates to find out it's lost. A couch. Is lost. But I have paid a lot of money from this couch and believed this to be a good company so of course I trust them when they say they're conducting a search and it should be found in 24-48 hours. The next day I call again. This associate says that have no idea why they told me that because it's 72. Another day goes by and I call back - and in every single instance it has been me initiating calls and contact to literally fight for my couch - and they say 3-5 business days. We're now at two weeks and they say end of the next week because no one initiated the search until two days after it went missing. All the while I am lied to, via email and phone, by about 20 different people, never the same person, who do NOT apologise and who all act like this is somehow my fault. I am promised, over and over again, that associates will email me personally, or call me back personally. Not one has. I finally get weeks past the delivery date - the day the dock search was promised to end - only to be told a brand new dock search has been initiated with another 5 business days. This is insanity. I have an empty living room. I call them, beg them, they finally order a replacement couch - which they should have done ON DAY ONE - and now that has been delayed and the lying has started all over again. And again, every time, I have to initiate any action. They have done nothing on their end to remedy their error. And this was a couch that was IN STOCK. This is unhinged. This is stressful. It's miserable to deal with. I was fooled into thinking this is a decent brand but it's a scam. I have contacted the Better Business Bureau because truly none of this feels right nor legal.
• February 2022 by Erik C.
  West Elm is truly the most awful company I have ever dealt with. If you are considering buying some from them, it is a huge mistake. When West Elm enters into a sales contract with a customer, they don't treat it like other businesses. As far as they're concerned, their promises to you mean nothing. They will send you broken furniture nine months late, and if you try calling customer support their representatives will tell you "tough s***** They will lie to you repeatedly and say it's coming soon and then it will be delayed again and again and again. We ordered four chairs not long after Christmas of 2020. We were promised delivery in three months. The chairs were delayed 8 times. When they arrived, it was a year later and two of the four chairs were broken. They promised us they'd get us two new new chairs within two months. They have since been delayed four times. When you talk to their customer support, they just lie; they say whatever they have to say to get you to shut up and hang up the phone. Then a few weeks later they delay your shipment again. There is a lot of hyperbole on Yelp, but I mean this with absolute sincerity: West Elm is the single most terrible company I have ever dealt with.