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October 2025 by Riley Bright
I scheduled an in home design consultation through the website, and received confirmation of my appointment. The day of the appointment no one showed up. When I called the store to ask what happened. They said they were short staffed, and they couldn’t send anyone. No one called to let me know ahead of time, but I rescheduled to give it a second chance. The exact same thing happened with the rescheduled date, and when they asked to reschedule again, I declined. When I asked why no one called to inform me before the appointment, they didn’t have an answer. I’m bummed because I like the West Elm furniture and need to purchase a fair amount. Sadly I’ll be taking my business elsewhere, in hopes that my time will be respected. Being short staffed and needing to reschedule isn’t the end of the world. Not calling/communicating when someone has planned their schedule around a meeting is just inconsiderate.
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October 2025 by Anna Bencsik
I called the store today to ask if they could help me with buying a pretty expensive bed in a certain finincing way. The lady I talked to, put the phone aside thinking I don’t hear her whispering, and criticized my accent and thought that I have bad intentions and eventually hung up on me. I will never buy anything from this place-super poor and unprofessional. But I guess they can afford loosing a customer..
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July 2025 by Claire Phillips
It was ridiculously challenging to set up the White Glove Delivery with them. First, I was told by one person that they could not deliver on a specific date and time. Then I was told by another representative that of course I could with White Glove Delivery. I was then told it would be delivered on the day that I needed and after 1 PM, which were absolutes. I then received a confirmation for before 1 PM that day. When I called to fix, they said that I had never spoken to them and there were no notes on file. I canceled the order days before they were needed... And am now in a pickle due to West Elm. Never again.
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July 2025 by Reba McLane
Nice store!
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April 2025 by Cris Gefaell
Lucas helped us buy a 9x12 wool rug and was fabulous. He was professional and had a great eye for design. We will be back soon as we are furnishing an empty home. Just a totally wonderful experience .
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March 2025 by Jenny Seel
The staff here have the worst customer service I have ever encountered. They are so rude, I'm floored that they work in retail. Awful experience.
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December 2024 by Ross Haycock
DO NOT BUY FROM WEST ELM. If you make a purchase that requires shipping, you will be charged and if you cancel or return they will. NOT refund shipping. I found a similar desk at Ashley furniture for several hundred dollars less and free shipping and free returns. I WILL NOT BUY FROM WEST ELM OR Pottery barn, and will spread the word to avoid them both.
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August 2024 by Brett Nelson
Customer service needs help. I’ve called 4 times (on different days) and am always put on hold. The salesperson either doesn’t return to my call or I’m asked to call back another time. Also, the only reason I’m trying to reach the store is to return a product that is damaged. It has been a frustrating experience.
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August 2024 by Kat Daou
Today I was checking out with my new bedding and met the sweetest woman who had just relocated from Chicago. As someone who just relocated from California, it was nice to meet someone else new. And the elder lady checking us out was really rude and kept interrupting me and the other lady’s conversation to ask me for my phone number, lacking the social awareness of what was happening. And then when I “finally” gave her my phone number, she made a rude comment “you know how I feel about people moving here” insinuating that we are not welcome. While anyone is entitled to their feelings and opinions, in a professional setting when someone is spending a large amount of money checking out of your business is not the place in my opinion. It completely killed the energy of kindness and inclusion I felt being there.
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June 2024 by Kevin Yao
This is what happens when you clean the rug professionally. There is no care instructions anywhere and West Elm won’t do anything to cover a replacement. Buy at your own risk.
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May 2024 by Katy Munro
Seems I'm not the only one complaining about lack of service/acknowledgment when standing at the check-out. Had to return a table as quality was terrible, & then I felt Iike it was my fault for inconveniencing them by bringing in a return.
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March 2024 by Landon & Aly Pecot
I never give bad reviews, but every single time that I have come into this store there is never anyone to help you / check you out. & then when you finally do find someone, the workers are so rude, inconvenienced that you’re asking for help, and pretentious. The only reason I am writing a review is that hopefully a manger will see this and do something about their staff. Very disappointing.
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March 2024 by Jessica Stephens
Great place to shop! Jacqueline is the best. So fun and helpful!
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February 2024 by Jimmy Stein
Scheduled a consultation and they no showed
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February 2024 by Eric Foster
Quality of products was very poor. Tried to return an item that was outside normal return policy but should absolutely have held up and they couldn't have cared less.
