-
November 2025 by Stephen Hodgetts
Delivery date pushed back by TWO MONTHS. We have family visiting and have no couch. Thanks West Elm, great job. You took our money for this couch almost 6 months ago already.
-
October 2025 by liz loring
I’m never purchasing from West Elm again. After several bad experiences with quality, I’m done. Purchased Silky TENCEL™ Pick Stitch Quilt & Shams for $300+ and it did not survive one gentle wash before falling apart. I knew the furniture sucked but they cannot be trusted to deliver any product to satisfaction. I’m sure even temu is better quality.
-
October 2025 by Elyse Appelgate
This isn’t a staffing problem. It’s a corporate culture and policy problem. They use Williams Sonoma as the purchasing store and west elm gets to get with the returns and BS
-
October 2025 by Paul Klink
This store isn’t a real west elm. It’s a distribution hub for corporate. It’s a corporate spin off for the house brands that allows for pick up and drop off of Williams Sonoma and pottery barn. This store has no integration to the other brands and it’s painful to deal with when picking up product or making a return. Considering they pay over $95 per square on the space it’s a waste of funds
-
October 2025 by William Clifton
They refuse to ship me missing parts for my bed frame. Makes ZERO sense whatsoever.
-
October 2025 by Tracy Prairie
After spending a few thousand dollars on furniture last month, I went into the store to EXCHANGE an $40 item that was purchased and unused. The young girl helping me went to ask another in store service rep - Ruben Coral - for help.
He was Completely Rude and definitely not helpful. When I asked him for his name he proudly gave me his card, then asked me if I wanted another one!?!
He’s the example as to why this store has such low reviews, and horrible customer service
-
October 2025 by Mark Waggoner
Very helpful. Nice store!
-
September 2025 by Tyler
There’s a reason their website doesn’t allow reviews of their products. Quality has gone way way down in the last 3-4 years. Cheap materials and cost cutting all around. Simple example.. I bought the Aiden barstool a couple years ago and the frame was one piece of metal. Needed to buy another to match and now it’s a 3 piece with visible bolts holding the frame together. The website pictures still show the one piece. Lies. Don’t waste money on these giant companies with ever decreasing quality.
-
August 2025 by Robin Harris
Made an online order and the wrong color arrived. After I called and emailed they offered a 10% discount. There was no stock of the color I chose and given what I’m seeing here for customer service, I think there’s a good chance it wasn’t a mistake so much as a bait and switch. I will not be supporting this company.
-
August 2025 by Peter Horton
When you buy a $2,000 bed you expect it to come with all of the parts. First, we ordered white glove service on two items and they pushed out our order so they’d arrive together which made us await over a month for something in stock. Then they send the bed without the right hardware. They come back out nearly three weeks later, again missing hardware. I will never buy anything that has to be assembled from west elm again. The parabola table is just to show that I shop a lot there, it cost more than the bed!
They tried to get me to sign something saying it was fine, I wouldn’t and they just left and didn’t out the mattress back.
Bed doesn’t even cover the bed frame. This is a king size sterns and foster.
Last pic is a bag of bolts they sent me after the second issue and told me to do it myself. That’s West Elm’s white glove service for you!
-
July 2025 by Chuck
Terrible customer service. I've stopped by this store about four times in the past month, always completely ignored. Never greeted, never offered assistance.
I bought a blanket here last week and stopped by today to take a look at some more bedding and was accused of trying to comp a free parking validation. Shop somewhere else.
-
July 2025 by Heidi Hemmat
I purchased a Marin sofa from this West Elm in 2022. Since 2023, Ive been contacting customer service due to issues with the bench cushion—to no avail! The lining in the bench is shredded, the zipper keeps getting caught in it, the feathers are bunched up inside the lining, it’s lumpy and bumpy. I’ve called customer service 3 times trying to buy a new cushion. It took 2 calls to learn they no longer make the color. The 2nd rep said she would reach out to the manufacturers to see if they could find one in the warehouse. That rep said they would contact me in 2 weeks, never did. Called back a 3rd time, and they had an incorrect SKU —so they weren’t even looking for the cushion —but some other item I never wanted. My sofa looks like something that belongs at Arc thrift store after only 3 years and customer service doesn’t care! Don’t buy from West Elm!
-
June 2025 by Christy Lauterbach
We had a great experience! Jorge and Bryana were very helpful!
-
May 2025 by Miranda Bradley
WORST customer service experience ever. We bought a couch and had it delivered. My husband was there for the delivery and noticed that one of the legs was completely broken in half and one was cracked in half. The delivery guys told us we could leave this in the product review and someone would be in contact with us. No one ever contacted us. No one returned our emails. We were sent a replacement leg, but after seeing how poorly the couch is made that screws in the legs are cracking them in half we didn’t want the couch anymore. The couch was final sale but West Elm should allow us to return, given the product was damaged when it arrived. There is nothing we can do though since they will not get back to us, this is honestly the craziest customer service experience.
-
May 2025 by Valerie M
Needed to return a large planter that was delivered. The store is an hour drive so I did the due diligence to call the store directly (not general customer service) to confirm they’d accept this. They said yes, we drove an hour and they wouldn’t accept it and we were told it needed to be picked up from our home. Consistent failure from Williams-Sonoma brands and this location is no exception. Train your staff West Elm Cherry Creek.
