west elm

Most Recent Comments

• January 2024 by Lizz Todd
  Nice furniture but with 3 behind the counter none of them came out to ask if we wanted help. Will look elsewhere for bedroom set
• November 2023 by Jamie Faught
  Ordered a sofa through west elm inAugust. They took my money and never delivered the sofa. Never told me it wasn’t coming. No communication. I have called monthly for updates. Now the holidays are here and I don’t have a sofa for my guests. I would never want to experience this again. Very poor customer service.
• November 2023 by Lori
  Not sure why there are so many negative reviews for Boise West Elm. We have had nothing but great experiences every time we shop here. Even a couple weeks ago, they took time out of a busy weekend to look for an item in the store and put on hold for us to pick up.
• September 2023 by Samantha Carnosso
  Brooke j. Was very helpful and patient making me an estimate for our showroom even when they were busy. Great selections and helpful employees. Thank you
• July 2023 by Marybell Sanchez
  Beautiful store, good service. I miss the old familiar faces. The new staff wasn’t as friendly.
• March 2023 by Kelsey Johnston
  We have ordered quite a bit of furniture from west elm and it has been awful every single time. For our couch specifically, they cancelled our order three times.We recently ordered a coffee table in store and it’s ten days past when it was supposed to be delivered. The system keeps saying " will be delivered this day" and doesn’t show up. We called customer support, the agent did not listen, and then blind transfers our call to the shipping company. We were fortunate that their customer service agent was helpful because west elms representative was absolutely not.Apparently the store did not enter our phone number when we ordered and they weren’t able to call and schedule delivery.Additionally we signed up to have a home design visit as we just bought a new house. They cancelled without calling me after sending me a confirmation email an hour before the appointment.We tried to give West Elm a second chance by ordering our coffee table through them but we are done buying stuff here.We’ve never had to work so hard to give a store our money before.
• January 2023 by Shane Lawrence
  Should of known when we had a bad experience with Williams Sonoma we could be in for a ride with a sister company.We ordered and paid for our new desk on October 11. Told it would be delivered between October 19th to November 2nd. So we prepared for the new furniture by getting rid of the old desk. They delivered one piece.The new date we were given for the remaining items was December 8th to the 28th. They delivered one piece.Then was told the remaining three pieces would be delivered on January 4th. They delivered two.Not sure what the biggest mistake was. Getting rid of our old desk to make way for the new or ordering from West Elm.
• November 2022 by Donald Smart
  Didn't have everything we were looking for in stock, but were really helpful getting it ordered and shipped to us. Fun store to just look around in.
• November 2022 by Shardenae A.
  We ordered a TV console that had to be picked up in store. When I got the console home to assemble, one of the legs was broken. The hardware inserted into the leg was done incorrectly, the hole was too big and the leg was splintered. I contacted the store to ask for assistance replacing the leg. I was informed that customer support would contact me that week to assist me. Two weeks later I'd not heard back and contacted customer support myself, where my call was dropped twice after being on hold for 20 minutes and not having contact with someone. After I made contact, the poor customer support gal had to inform me that they do not offer replacement parts, I would have to bring the entire console back to the store to be replaced. For the amount of money spent on this piece of furniture, and the amount of effort I had to put in getting it home (it's quite large and required a truck and a second person at least to move) I am told I have to return the entire piece to the store to replace a single leg, that was broken upon deliver. For the cost and effort, you'd expect better quality. My spouse and I joke about the furniture in the store being out together hastily we assumed not much effort went into assembling just the display pieces but that seems to carry over into every furniture piece. Now I'm stuck with a very large box of expensive furniture in my living room that can't be assembled. (Update: the day after I packed up the furniture and returned it, I received a box with four new legs in the mail. I was not informed, nor was the store I was making a return at or the customer service rep that I had spoken with that there were replacement parts in the mail, after being told repeatedly that they "don't do replacement parts")
• November 2022 by heather Kollenberg
  This furniture store is absolutely horrible!!! I would not give this place a star but I had to in order to post a review. We ordered from here, just to receive the wrong products 6 months later, as my fiancé gives the delivery folks cash because he feels terrible about these guys wasting their time….meanwhile, I call about issues, numerous times before delivery …. a complete disaster!! The store needs to close & allow a company in that space deserving of being located in downtown Boise!!!
• October 2022 by Carrie Despot
  Don't waste your time with the "free" design services. I really like the West Elm brand and have been a loyal customer. We recently remodeled, so I took advantage of having a designer come to our home and help me with some ideas of how best to fit new furniture in the space. Shannon came to my house on July 8. She said she would have a couple ideas back to me within a couple days. Those couple days came and went. I never heard back so I emailed her on July 19, no response. I called the store to find out she had gone on vacation. I finally received the design at the end of July. It was two drawings with the same couch, two chairs (different colors) and a rug. I was supposed to receive at least 2-3 ideas with the different couches we had talked about and variations in how to organize the furniture. Useless. I could have done what she did on a piece of paper. I replied to her and asked if I could get a drawing of one of the different couches we had talked about. She replied on August 14 and said, "Sure, I can do that!" and it's now September 18. Don't waste your time using their free design services. The only reason I gave this 2 stars is because Shannon was on time to the appointment and was a friendly, professional person. Her follow-up and follow-through was horrible. I'm going to make an appointment with Bungalow Home instead.
• October 2022 by Cassi Shelly
  If I could rate lower I would.I have spent countless hours on the phone with them, charged for things I didn’t order, sent things I didn’t order, still waiting on order from 8 months ago I paid for 8 months ago. I will never use this company again. Waste of time. Horrible horrible service. Posting a pic of my table below.
• October 2022 by Becky D.
  Worst delivery and customer service experience ever. If I could give 0 stars I would. I have been battling customer service to get a dresser I ordered online for about 3 weeks now. Once my order tracking showed as "ready to schedule" I called West Elm to schedule my delivery. I had to call 3 times before I was finally routed to the correct delivery carrier. After speaking to the carrier I was told West Elm failed to load my item on the truck. Another call to West Elm and I was told the carrier was incorrect and I needed to call them back with various tracking numbers to locate it. Again I called the carrier with the tracking numbers and again was told the item was not loaded and that this information was indeed reported back to West Elm. So yet again I called West Elm to get an updated timeline. The customer service agent had no record of my item not being loaded on the truck until she called the carrier herself. West Elm could not provide an updated ETA or even a date that my "re-ordered" item was supposedly loaded onto another truck. West Elm's lack of information and resolve is appalling. The cost of the product and delivery is way too high for non-existent customer service. Don't waste your money or your time.
• September 2022 by J Ant
  Poor customer service. Order was cancelled and then we were recharged twice. After the order was cancelled due to the items being on back order, they tried to deliver the wrong item and re charge us. No help at the store. The phone customer service is a nightmare. I recommend looking elsewhere for items.
• July 2022 by Branzell Porchia
  Great experience picking up a bedding set. The person I talked to was friendly and very helpful!!