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February 2024 by Joshua Peace
You will absolutely need to hound the store and whoever they pass you off to when there’s an issue. Our couch showed up with a faulty cushion, it took months of effort on our part to get the problem addressed.They are friendly on the phone but their system for resolving issues is abysmal. You will not get emails or calls for any type of recording keeping, updates, or notifications on your issue. It’s all done verbally for the most part and you are forced to wait arbitrary amounts of time and then keep calling to try and move the issue forward. The third party company that comes out for repairs at least texts you about your appointment, but that’s they only form of communication.West-elm/ the store have their own records internally but they don’t share them with you or update you. They’re extremely laissez-faire about support and likely hope you’ll just give up on it - or they’ll get to you when / if they feel like it.The products are far too expensive for the service to be like it is. As of now - our issue is still not resolved but maybe, one day, we complete this bush-league process.
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January 2024 by Bonsu Georgina
The Andes couch delivered to me came with multiple paint stains, which is unacceptable for a brand-new purchase. Despite reaching out to the leadership, they have been unresponsive and have not taken any accountability for this issue. The lack of concern for customer satisfaction and the poor quality control reflect poorly on this company. Disappointed and frustrated with the complete lack of support and resolution.It’s crucial for consumers to be cautious and aware of such incidents when considering purchases from this company.I give them a zero! Poor product and poor customer service.
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October 2023 by N N
Fantastic customer experience, helped me sort out a sticky online order situation very easily- Jeffrey was awesome!
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August 2023 by J Nichole
Don't buy a sofa or anything bigger than a coffee mug from here. The customer service is abysmal. If there is any sort of screw-up, they pass the buck to one of their many 3rd party vendors. Nothing is West Elm's fault. Ever. Trash company.Ordered the Harmony sofa. Not bad. But it came missing a leg. I called the shipping people (FIDELITONE...also horrible), they didn't have it. I called West Elm directly. They didn't have one either. After several calls to customer "service" I get an email 5 days later stating that my missing sofa leg will arrive... in a month. A month?? They sell thousands of these sofas, and you mean to tell me that they can't find a single leg and just overnight it to me? HORRIBLE!I wanted so badly to return the whole stupid thing, and when I told them I wanted to return their "custom" piece to them rather that sit on some half-built furniture, they basically said "k, cool, when can we pick it up?" I'm not a "may I speak to the manager" type of person at all, so I felt cornered, helpless, and basically valueless.Anyway if it weren't for my partner's insistence on having something soft under her butt, I would be sitting on the floor right now. Anything is better than this big reminder of the fact that this garbage company ever got a single dime out of me.I hate West Elm. Never again. Go to Crate & Barrel, Room & Board, JoyBird...do what you gotta do but avoid these people. Don't think it can't happen to you. It can. And they won't even pretend to care.
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August 2023 by Orest Schur
Nice and expensive furniture and everything for your home. Not sure whet is their service, at least they are not annoying.
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July 2023 by Orest S.
Nice and expensive furniture and everything for your home. Not sure whet is their service, at least they are not annoying.
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July 2023 by Ryan J.
Extremely extremely racist!! Not only was i a customer but i also worked there. As a customer they are extremely rude and the home designers really just want to sell u things to reach their end of the year quota!! So my trash is talked behind the scenes!! As an employee they allowed PEOPLE to walk in and call me racial slurs, they support bully culture and made several references pertaining to me being black!! Please PLEASE do not shop with Williams and Sonoma as they are known to lie about their charitable donations and all. My own store turned down a BLACK artist because she wasn't "local". But they hired the man that one of the employees was paying to sleep with!! VERY VERY bad company
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July 2023 by Kenan Dogan
Atrocious customer service. Your order will very likely get delayed, and they will not care – a real shame.
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May 2023 by James H.
I needed a sofa of a specific height and I found one on the West Elm website. I went into the store the next morning and the sales person who helped me was great. He was knowledgeable about the sofa I wanted and performed the sale efficiently. He said that it would take up to two months to get the sofa, but a few days ago I got an email telling me they would deliver on Saturday, only one month after I ordered it. So unlike a lot of the reviewers here, I was very satisfied with the service of this store.
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May 2023 by Xanthi Gkougkousi
Unacceptable customer service. I ordered a bathroom vanity. I was charged upfront and was told the vanity would be delivered within 2 months. After waiting for 6 months for the vanity (instead of the initially promised 2 months), I called West Elm's customer service to ask for the order to be cancelled and also asked for a refund. I was told by West Elm's customer service that I first had to wait for the vanity to be delivered at some indeterminate point in time in the future and then I could ask for a refund. West Elm was already sitting on my money for 6 months while I had not received the promised product. When I insisted that I get my money back, the customer service representative hang up on me. 8 months later I still have not received the vanity. Luckily enough, I was able to dispute the charge through my credit card company and get a refund. Message to West Elm customer service: clients are not lending institutions for you to hold on to our money for indeterminate periods of time without delivering the promised product.
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April 2023 by Clarke W.
Worst customer service experience I have ever had. The staff in store were lovely but made mistakes with our order which caused SEVERAL delays and hours of phone calls with West Elm customer service representatives who jerked us around for months. One supervisor was so incredibly unprofessional and hung up on us in the middle of an hour long phone call. West Elm is not the only game in town when it comes to decent mid-century modern furniture. I've ordered from All Modern and Article without any issue, with delivery or customer service. West Elm will NOT be getting any more money from me or my household after this. They better step up their game on all fronts or be overshadowed by similar businesses who can actually provide decent customer service WITH results. Lip service does absolutely nothing, which we can attest to after 12 hours of phone calls and still no furniture.
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April 2023 by Scott Turk
I’ve worked with Holly and Joeff on at least 7 occasions each. This store is top notch. I’m in love with their passion and I always leave feeling so excited for my purchases. I cannot recommend this store enough. They are top notch and know how to make a customer feel valued. The best thing a store can do is make you feel important to a company. Jeoff and Holly always go above and beyond. I cannot say enough about this location. They’ve transformed my entire space. Words cannot thank West Elm for empowering them to be great stewards to their customers. THANK YOU to their entire team.
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April 2023 by Grace Perry
Had the most wonderful experience here shopping for furniture for our family's new apartment. Maria, one of the designers, made the process incredibly easy and stress-free - truly cannot recommend enough. She went above and beyond for us at every step!
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March 2023 by John Grimsley
Cheap furniture and over priced
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March 2023 by Johnathan L.
Costs way too much for what you get and customer service is awful don't do it!!!!!!!!!!