-
February 2024 by Ivy Mead
I want to preface with the fact that the people who work at this location are lovely. The issue that has me utterly unwilling to purchase from West Elm (or any of their other brands) ever again is with everything that happens after you place a delivery at the store. We ordered our living room console and shelves (matching set) through this location in November. There were a bunch of delays which was to be expected with the holidays. Finally delivery day comes only 1/3 pieces were delivered. The rest scheduled the next week. 7am that morning I get a call that part of one of the pieces is broken. Then they deliver only HALF of one of the two remaining pieces. No explanation just that the other not broken ones got separated at the warehouse. At this point I’m sick of the delivery people tracking salt and dirt through my house and having to move meetings around on my schedule. So I ask them to hold the shipment until all the pieces are ready. That day finally comes a month later and sure enough 7am morning call that one of the pieces that they claimed had been in that warehouse for month is now broken now set for a March delivery. I have tried calling customer service and they offered me nothing for my time (and the fact that I think I know all the Boston warehouse people by name now from all the times I’ve called to project manage this insanity) other than once everything arrives to that I can call to ask to waive shipping, I don’t even know if things will arrive. I don’t know what to do, I have half of a matching modular living room console setup I ordered months ago. We almost bought a couch here and I am SO HAPPY we bought local from Young’s Furniture instead because it showed up right on time and undamaged with no extra labor from me.
-
October 2023 by Kay H.
Swung on to see what West Elm has to offer. We have a rental that we want to furnish. There are ma y options for this, and there were plenty of items on sale too. When we first walked in A laid-back employee said hello. As we made our way around and tested out different couches and chairs we decided to make measurements to possibly purchase online. There wasn't a lot of employees walking around. We saw one working with a customer. They have some nice accessories too.
-
September 2023 by Rose Marie Z.
I bought a butterscotch leather couch 2 years ago. It had a spot so I called West Elm to determine how to get rid of it. The customer service person I spoke to advised me to use Magic Eraser! I shouldn't have listened! Not only did it not take out the spot; it also bleached the surrounding area. When I informed the store, they said they would send someone out or send a kit. When no one got back to me I phoned again, and they said, they only support purchases for one year.I have bought other furniture from West Elm. The leather couch was expensive! Not good.
-
August 2023 by J Hoover
I agree with the reviews below. I’ve had nothing but trouble with my order and I regret the day I walked into the shop. Long long delivery time, then it was the wrong item. I declined the replacement order, again because of terribly long delivery time, and I was charged anyway. I still trying to sort that out.That said, Piper at this location has been very helpful trying to troubleshoot. Do not even bother to call any of the Pottery Barn/West Elm/Williams Sonoma help lines. Utterly useless. Call the store directly for help.I actually feel sorry for the employees. This can’t be easy on them either.Update: I’ll have to pay for a bookcase I no longer want, and wait until November for a refund when/if it’s finally shipped correctly. I ordered the bookcase in March. I’m utterly disgusted and will never shop at West Elm again.
-
July 2023 by Steven Robinson
Your delivery will not come on time, if at all, and it might be the wrong item, and if it is, it'll take forever for them to come get it.
-
April 2023 by Jessica Acosta
We love this place and had great help. Can't wait to update our space with a few items from here.
-
April 2023 by JoAnn D.
I purchased a sofa from West Elm. It can in August and by October one side had broken down. I called them and at first they were very accommodating. They said they would get back to me. But then November came. I gave them the benefit of the doubt due to Thanksgiving. But even after that holiday, no response. I called back and was told by someone there (I have her name) that West Elm wanted me to be satisfied and they would replace my sofa. Didn't happen. After several calls, they told me the that I had had the sofa too long! I called them less than 3 months after the delivery of the sofa. They have stopped corresponding with me. They will it answer my voicemails or emails. I guess their sofas are only meant to last 2 months or so. I am very disappointed in their customer service.
-
September 2022 by Jenny Green
Buyer beware! Your furniture is beautiful, but I've not had a single item arrive when you said it would would arrive... to make matters worse, one item can't be located but you won't cancel the order because "it's too far into the process" (it's over 2 months late). THEN, the other items in the order won't ship because they are waiting on that missing item. So, no refund, no products, no answers. I keep being told to wait 3 - 5 business days for the next "update." APPALLING. (P.S. In the meantime, each item has gone on sale and is being offered as "fast shipping" on your site.)
-
August 2022 by benet elrae
Lack of communication during order delays. No follow-up calls, even when noted on my order. Had to cancel and took over a week to get refunded.
-
July 2022 by Amy Gautam
My review relates to the staff of the Portland West Elm store, not the company itself. In particular, Leslie H. and Suzan E. were extremely helpful in what was a somewhat disorganized delivery process. Ordered 2 chairs for delivery to our home in MD, but soon after asked if they could be rerouted to Portland instead. This ultimately involved an order that was never actually on its way, a cancellation of that order with a new order placed to the new destination, several phone calls saying that the original chairs were being delivered within the next 30 minutes to MD, and no followup communication from West Elm about when the new order would be delivered (it eventually was, but we wouldn't have known unless I called the distribution center). Throughout the process, both Leslie and Suzan were dogged in tracking everything and keeping notes. They were patient with me when I was frustrated and were great about following up and keeping me informed. I realize that we complicated things by changing our delivery address, but it shouldn't have been that difficult to accommodate this. Kudos to Leslie and Suzan for compensating for poor company processes with great customer service!
-
July 2022 by Sean Carroll
Despite having a two-hour delivery window for this am, and getting an “it’s on the way” email this am, it turns out the fulfillment center doesn’t even have the couch I ordered and paid $300 to have delivered yet (or maybe they do? No one seems quite sure). I guess my elderly guests will have to sit on the floor for the long weekend? They *might* be able to deliver it a week from today. If you know, they find it. Do NOT order furniture from this company or its parent, Williams Sonoma, which uses the same support/delivery system. They are incompetent and unhelpful.
-
March 2022 by Alli McLean
Ordered curtains and a rod at the end of November 2021. We immediately realized we didn't like the color and fabric (taupe velvet which is more gold and super shiny) so packaged them right back up. I brought them to the store in Portland hoping to exchange them. It was holiday time though it wasn't busy. I asked for help and was told someone would be with me when they were able... a few of the associates were sitting in front of computers, one was on the phone, and I waited and waited and when I asked again got some 'tude, like "we told you to wait" and finally I had to leave to pick kids up from school. I put the package down and honestly forgot about it with the holidays and Covid and finally today I rediscovered the curtains in my enormous "to-do" pile. I take full responsibility for having forgotten, but the curtains are still available for full price on the web site, so I called hoping I could exchange them. I was able to see the ones I liked better at the store that day so was planning on getting more rods and two more pairs of curtains. The store said I needed to call customer service and they said NO. I could understand if the curtains weren't still available, but they are still FULL PRICE. It isn't that long past the 45 day cut off, and I was planning to exchange and in fact buy a whole bunch more. So frustrating. And kind of ironic considering how many complaints I have seen in reviews about West Elm taking forever, screwing up or even cancelling orders -- so apparently they mess up sometimes too. Letting me exchange them would have been hugely appreciated and not only was I poised to buy more it would have built brand loyalty as I haven't shopped much with them in the past. Not that they care clearly, but given their "customer service" I will take my business elsewhere.
-
January 2022 by Melissa Selvon
Really nice none pushy customer service... Very impressive selection in a relatively small space, and we'll though out conceptualised room furnishings
-
December 2021 by Jill De Vita
We moved last year from a large home and downsized. We ordered almost all our furniture through West Elm and through the Portland store. Susan E. was so helpful and stayed in touch with me on all the orders. 5 Stars to Susan and West Elm Portland!!!
-
November 2021 by fredrick Philippa
Pretty bummed. I finally found a couch I like. Went to the storewith my husband - ready to buy it. No one greeted us. There were no customers. Three employees chatting behind the counter. We waited then waited some more. At this point we just waited to see if anyone would acknowledge us. We even walked past the counter. Nothing. My husband said we aren't giving them business. No pretty couch for me. Called manager Erin, today to complain. She said she had been there so she was one of the ones who gave us no service! Nice merchandise. Too bad the employees are too busy to help their customers.
