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September 2025 by Chad Smith
West Elm has the style of furniture I was looking for, but not finding anywhere else. The staff was helpful but not smothering me every few minutes to see if I needed help. They had so many options and helped me choose the fabric material and color to complement my room. The only problem was their online reviews were bad so we didn’t buy anything.
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August 2025 by Erin Tuken
Went in and the staff helped me find exactly what I was looking for! Even went to the back stock to check other styles for me.
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August 2025 by Robyn Aaron
Super friendly and helpful staff! Loved our experience shopping for new bedding and curtains. Thank you!
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July 2025 by nancy watts-heyer
Customer service is zero. If you want to sell a couch to a customer whom you and the designer have already measured the space, picked style and fabric, sales consultant never provided a quote to the customer. I will keep this sales consultant’s name private for now. This individual has lost my contact information three times and told me in February this would be a summer project. I waited till summer and contacted her again to which we had to review the customers need and provide my contact information again. West Elm has great home furnishings but the store in the East Village, Des Moines, Iowa can’t possibly be making any money because you CAN’T BUY ANYTHING!!!!
No Customer Service!!!!
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June 2025 by Josh E.
Nothing amazing yet they have niche items.
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November 2024 by Ashley E
I’ve done in store pick-up, custom ordering, and design consultation services here, and have never had a bad experience. Personally, the more I’m left alone during shopping, the better experience I have, so it is interesting so many people negatively comment on customer service. Perhaps the level of customer service desired is a generational thing. We are lucky to have this store in Des Moines and hopefully we can continue to support it.
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September 2024 by T
This store needs major help when it comes to customer service. The women stand around the store, up front and will not acknowledge you!
I went into the store on 9.21.24 and had to get someone to assist me but they had at least 5 to 6 employees up front and some were not doing anything. Sometimes the women barely know what they are doing when it comes to the products that they sell.
Learn customer service ladies!
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July 2024 by Jayne Hildebrand
Purchased bedding online. Shipping took forever. Color isn't even close to what it looked like online and the quality is absolutely terrible. Unfortunately the items were clearance so not returnable. I will not purchase from them again.
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February 2024 by Carole Swanson
My husband, daughter and I visited West Elm in Des Moines last Saturday and spent at least 20-30 minutes looking around without any acknowledgement from one employee, absolutely 100% ignored (must have been 5 employees working that evening). I had a complete different experience there last year but can assure you this will be my last time at this store and probably as a West Elm customer. Super shocked at the lack of customer service and friendliness ☹️
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December 2023 by Jim Cossitt
Good selection and service
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December 2023 by Marge McCullough
I've never been blown off as a customer with such speed as I was today by West Elm. I spotted a sofa (the Paige) online and wanted to see it in person. I don't make $1500 commitments to buy upholstered furniture without seeing it first, and in this case, sitting on it. I called the local store and asked if they have the Paige sofa in their show room now. "No,"I was told, "you just have to order it and see it when it arrives." Does anyone else think that it is absurd to have a large piece of furniture delivered to my door--to see if I want to buy it? (Not to mention the environmental impact of such practices and the waste of money on salaries, fuel, etc ). West Elm must be rolling in money if that is routine practice. They certainly don't need--and won't get--my money.
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September 2023 by Amanda Missavage
My husband and I walked the entire store without a single hello! Walked right by the check out and still not a single word. Super disappointed ☹️
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August 2023 by Laura Wilkens
Very lucky to have West Elm in our smaller city. The styles are modern and contemporary which I love, and they always have new product. The people there have always bent over backwards to help me, and I go in there often. Its' just a gorgeous store and grateful to have them here to keep us STYLIN' in Des Moines and the region.
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June 2023 by Julie Flores
Pricey, but I love the mid-century modern style. Quality is evident. Poor delivery service. If you don't mind hassle and waiting, the end product is wonderful.
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April 2023 by Erin Reichert
Updated to one star: I have now had to call WE customer service back multiple times, spending hours on the phone because they cannot seem to figure out how to return my money to me. I returned the last of the table (the base) Feb. 27 and have yet to get my money back after calling in March and now three weeks later, on April 11. This is absolutely unacceptable and ridiculous. Never have I had a worse experience where I was spending over $2000 on one piece of furniture.I have been a loyal West Elm customer for years now and have been so disappointed in their customer service lately. I initially purchased all new living room furniture and art from them in 2020 and had a great experience with an in-store designer who was so helpful and stayed in touch as I waited for delivery. (She even checked up on the order to see about having items sent out as they arrived vs. having to wait extra months for the full order to be delivered.) She must be a unicorn because after I placed my most recent order for a new dining room set I have had no help from the store. I placed an order in January 2022 and started with a 3 month wait for my chairs and table. Since then I've had THREE marble table tops show up cracked and broken. I even called the store after the 2nd one showed up broken and there was nothing they could do and had not heard of any issues with the table. I then had to wait another 3 months for each new one to be reordered and redelivered. So it is now over a year later and still no tabletop because they don't seem to have very good internal communication to ensure this does not happen to their customers. So I now have given up and will ask them to process a return so I can get my money back. I am beyond frustrated and disappointed. I would definitely look elsewhere until they get their customer service back up to the level it should be at, especially for the cost of their furniture and delivery charges. Also, notice there are no product reviews on their website. This product issue could have been caught and warned off others if we could share our experience with their products in real time.
