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April 2024 by Darius Sorbi
We placed a fairly large order with the NYC store managed by Aerin Denny at 1870 Broadway.Our experience has been simply horrific once payment was made.The sales/designs team lacks experience and passion and do not communicate.The customer service is uncaring, just passing the bucket.And the delivery team unprofessional and unreliable.Many items delivered were defective or damaged.The quality of most of the rugs also seems very poor with fibers easily coming off and disintegrating.Furniture pieces were not properly finished or broken.First delivery window was delayed by about 4 hours, and they also damaged our front door.The delivery crew never showed up for the 2nd delivery. This is after one of the managers reassured us that the 2nd delivery would be flawless.And when I call to resolve the issues, I just get the run arounds, and no one apparently can help.We requested a full refund and were told "someone from leadership will reach out to you". Someone with an anonymous last name contacted us from "leadership". After sharing with her our experience, she said she would get back to me after I email her the list of items (which they already have).And so far, no one has called us back!They are likely trying to buy themselves some more time so that the items could not be returned, and the charges not disputed.I certainly advise against any purchases from West Elm, maybe unless small items you can take home yourself. Their operation is unprofessional, shady and fraudulent.
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March 2024 by Scott R
We popped in here while walking around the Plaza doing some shopping. Everyone was friendly and greeted you as you walked in. We found a discontinued duvet cover that was not a king size. Janna went ABOVE & BEYOND to help us track one down along with shams in Pittsburgh. Spectacular service!
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September 2023 by Nick Purifoy
Don't bother.
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June 2023 by Andrew Mitchell
So helpful!
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May 2023 by Carmen Sigler Benson
I wish I had read the reviews prior to my purchase. I heard the products were good and ordered a bedroom set for my daughter. I wait rather patiently month after month for my delivery date. When the date finally arrived they called the night before with a time. I rescheduled several things last minute and the morning of delivery they called to cancel and automatically rescheduled for the next day (I already had multiple appts). After hours on hold with West Elm, scheduling, and the warehouse I was told if I rescheduled and they took my items off the truck I'd have to wait several more months????? Every person I talked to already knew this process is broken and told me no one cares.
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April 2023 by Daniel Park
I placed an order for a banquette set in October of 2022. The order was delivered in early March with several damaged and missing pieces. I was told that if I were to receive the balance of the replaced items it would not be delivered until July of 2023. I requested to cancel the order and be refunded as I am not going to wait another 5 months to receive this furniture. I was told I would be refunded. West Elm only refunded half of what I paid. I was told the balance of my refund would not be available until the replacement furniture was delivered in July....but I am not even buying the furniture. After telling them I did not buy the furniture from the 3rd party, I bought it from West Elm and carrying that furniture is their issue not mine, I am still waiting for my refund several weeks and multiple phone calls later. I keep having to call them for updates. They should be contacting me with updates. Just been a horrible experience and I feel like I am going to be wrestling them for the remainder of the refund for the foreseeable future....so frustrating.
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March 2023 by Haley Wilson
Had a total reverse pretty woman moment today at this West Elm. My husband and I came in after a particularly vigorous workout, sweaty and in gym clothes. I was curious what our level of service would be based off of that, and it was outstanding! The manager came up chatted us up and was extremely helpful. She showed us tons of different options gave us her card. It was extremely helpful kind and informative. Never felt any amount of snooty attitude. We’re looking to furnish our beach house, and will be using them to do so.
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January 2023 by Suzie V.
Skip the store. Order online. Tito & Mindy need to be fired. Mindy, the GM, refuses to call me back as promised. We spent $4k on chairs that they refuse to assemble even though we requested white glove delivery when placing the order with Tito. The number of times Mindy has told me she'd call me back is laughable. Just order online so you don't have to deal with these jokers.
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December 2022 by Helen S.
Unfortunately, we had a disappointing shopping experience on this very frigid day. It is not reflectiveof the West Elm, Williams Sonoma, Pottery Barn Company at large. My son and I purchased several items. Upon a return to our vehicle, we looked at the receipt and noticed that we were overcharged for an item and mislead on a sale item. We took pictures of the items tags and walked back to the store. Note: We are in the midst of temperatures with wind chills below zero, so this was quite a feat to have to return to the store for their mistake. Upon our return, we notified them of the mistake on the overcharged item. They did not offer an amends or apology for the great inconvenience this cost us. She simply words a refund for the wrong price. Secondly, we kindly notified them of not receiving sale price of an item we chose from a sale table. The manager informed us that it was only for a select items on the top shelf. To the average customer, this was not clear. Again, she did not offer an apology for the misleading information nor gave an acknowledgement of the extra effort it caused us. In fact, it forced my son to once again return to the car in frigid sibzero wind chill weather to retrieve the item because we needed to return it. We cordially went through the process of returning and correcting the price without amends or the kind of customer service one would expect from a reputable company. Hapless. We left bewildered that we, as the customer, actually had to experience this disregard for the customer. I recommend you spend your decor dollars elsewhere.
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September 2022 by Samantha Malecki
Do not buy things online. You will not receive them in a decent time frame. I ordered a bedroom set for my son in the spring and it has not arrived 6 months later. I called and was told that the headboard was lost in the warehouse and they couldn’t deliver my order. When I called for a refund I received a half refund and half merchandise credit. That is not what I asked for. I have been calling and emailing for 3 weeks to get the other 1700 back on my card! Nightmare!
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September 2022 by Andy Boyles
Unfortunately, we experienced very similar service MANY others I’m now reading here about have had with this store…. We drove nearly 3 hours one way to see items in person that we’ve dreamed about seeing after shopping a lot online. Prior to making the order we thought let’s go to a store and see more in person.The staff here seems far from interested in assisting with any questions, or generally assisting throughout the store. Felt a little condescending at times. We made over 5 attempts to be helped and advance our purchase, and every single time she got up from her chair as if she was going to check on something for us, but didn’t come back to her computer until we proactively started browsing around again. We’d come back and then did the same thing, walk away from our conversation as if she needed to check something for us, and then she didn’t come back. Only Bs with other store associate.She was more interested in talking with her associates who were also not accompanying anyone else in store. At most times we were the only ones still in store browsing and helping ourselves while they BS’d amongst themselves, or just watched us walk around.I made it clear very early on that we were in to spend some money today, but the associate seemed to have no interest in helping us land the order, or assist in styles, colors, availability, etc. It was so obvious the last time she walked away from our questions and products of interest and didn’t return, that she really was not going to help us buy anything in store today.We may or may not buy from west elm after all, but if we do- it will be to St Louis or online only. I’ve had better service from an online associates in California than this KC location.Don’t waste your time here. The reviews speak for themself, unfortunately
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July 2022 by Kathryn M.
Love Zahaira! The best customer service and help decorating our house. She always has great suggestions and we LOVE everything she helped us pick out. The quality of the furniture is really exceptional!
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July 2022 by Marla J
If you want to be talked down to by middle management and not be allowed to purchase items featured in the store then the west elm on the country club plaza is the place for you. One star is one too many.I was directed to this location while looking online before actually making the intended purchase in store. The store had this product on the sales floor. The computer inventory noted 3 in stock. At this point , one might foolishly think they could pay for this item and leave with it. One would be wrong. Did you know that west elm middle management can just declare an item "display only" and refuse to sell it to you? True story. Come to discover these recently established "displays" were "just set for a corporate visit next week" so I was not allowed to go home with one. Incidentally, the item I wanted to purchase was a planter pot...not a large piece of furniture ...not a custom piece...a planter (because one usually needs to see a pot in a "showroom" before committing to the purchase!?) This can only lead me to conclude that the optics for a corporate visit supersedes a paying customer. I was directed to go back home and order the item online forcing me to incur shipping charges. To be clear, I was in store. I was ready to purchase. I was shocked to find the middle management approach of selective service and terrible customer service to be sanctioned by their corporate office. I now know this because I called the customer service line and apparently they can just deny you product if they want to declare it display only. Online indicated it was in store to sell, as did another in-store associate (who was legit wonderful and helpful) but evidently Joseph can look at you and make a different call. Does this seem right at any level?! This product apparently only exists to put on a good show for corporate visits while actively sending customers away. When I tried to address this issue with Joseph he refused "to discuss it further". He wouldn't even offer to have it shipped to store at no charge but did let me know shipping would only cost me $18. As I stood a foot away from this look-but-don't-touch planter in a perfectly set display, he embodied sales prevention. I am shocked he has been employed at this location for any length of time let alone the years I have seen him there with his consistently apathetic approach toward pesky and dispensable customers. I am truly astonished and disheartened that the behavior of this individual is acceptable, encouraged, and allows for him to be in position of power / authority for others to learn from.I am not so naive to believe that my refusal to support such an establishment and company will negatively impact west elm, whose business model clearly does not value a paying customer, but the bar simply cannot and should not be this low. Take your money and your support elsewhere.
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July 2022 by Marla A.
If you want to be talked down to by middle management and not be allowed to purchase items featured in the store then the west elm on the country club plaza is the place for you. One star is one too many. I was directed to this location while looking online before actually making the intended purchase in store. The store had this product on the sales floor. The computer inventory noted 3 in stock. At this point , one might foolishly think they could pay for this item and leave with it. One would be wrong. Did you know that west elm middle management can just declare an item "display only" and refuse to sell it to you? True story. Come to discover these recently established "displays" were "just set for a corporate visit next week" so I was not allowed to go home with one. Incidentally, the item I wanted to purchase was a planter pot...not a large piece of furniture ...not a custom piece...a planter (because one usually needs to see a pot in a "showroom" before committing to the purchase!?) This can only lead me to conclude that the optics for a corporate visit supersedes a paying customer. I was directed to go back home and order the item online forcing me to incur shipping charges. To be clear, I was in store. I was ready to purchase. I was shocked to find the middle management approach of selective service and terrible customer service to be sanctioned by their corporate office. I now know this because I called the customer service line and apparently they can just deny you product if they want to declare it display only. Online indicated it was in store to sell, as did another in-store associate (who was legit wonderful and helpful) but evidently Joseph can look at you and make a different call. Does this seem right at any level?! This product apparently only exists to put on a good show for corporate visits while actively sending customers away. When I tried to address this issue with Joseph he refused "to discuss it further". He wouldn't even offer to have it shipped to store at no charge but did let me know shipping would only cost me $18. As I stood a foot away from this look-but-don't-touch planter in a perfectly set display, he embodied sales prevention. I am shocked he has been employed at this location for any length of time let alone the years I have seen him there with his consistently apathetic approach toward pesky and dispensable customers. I am truly astonished and disheartened that the behavior of this individual is acceptable, encouraged, and allows for him to be in position of power / authority for others to learn from. I am not so naive to believe that my refusal to support such an establishment and company will negatively impact west elm, whose business model clearly does not value a paying customer, but the bar simply cannot and should not be this low. Take your money and your support elsewhere.
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April 2022 by Julie Lutz
Never buy anything from West Elm that you can’t get in person at the store. If something is going to be delivered it will take forever. Their items are beautiful and well-made, but it took them a year to deliver our chairs. After reaching out to them multiple times to find out the status of the order, they would tell us that they had a vendor making the chairs, and so they couldn’t provide any details. Finally after a year when we tried to cancel, that item shipped. This is a common experience, their delivery is horrible. I keep getting sucked in because their items are so beautiful, but after every purchase, I think to myself I can never get something from the store again. But taking a year to get a product is the last straw. I’m telling everyone not to buy from them, because they seem unable to produce products that they advertise on their website.