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February 2024 by Zach Broaddus
I paid over $400/stool for four "contract grade" counter stools that the website promised were "designed to last for years ahead with strong performance", because I abhor throw-away culture and go out of my way to buy things that will not need to be replaced for a very long time (ideally never).The backs came completely loose on two of them, and nearly fell clean off, within less than a year. I pulled back the bottom cloth covering on one of them to assess the situation and try to repair it, only to discover that the reason that it was coming loose was because the stool seat was made from such cheap composite wood that screws had literally fallen out of it.I have since been on a seemingly never-ending journey with the hellscape that is the West Elm customer service system to either get a refund or have the stools repaired with different seats. I've either called or chatted with six different reps so far, most of whom have been nice, however it's clear that West Elm does not empower their customer service reps to actually solve problems. The CS reps never seem to know what's going on, don't communicate with each other, and I have to speak to a different rep and re-explain the situation every time.The first rep I spoke to told me that they had to have a supervisor approve my request. Then, a few days later, someone called me back (left a voicemail) and said they would issue me a refund. I then called the customer service line and spoke with someone who confirmed this, told me they were processing the refund, and scheduled a time to have folks come out to pick up the returned stools. A few days went by and I hadn't received the refund and nobody had come to get the stools. So, I called back and they said the request was never approved by a supervisor and they had cancelled the refund. So, they submitted for the first time or re-submitted (who knows) the request for refund and the whole process seemingly started over...tl;dr. West Elm will say anything to take your money and customer service will tell you anything to try to make you go away when something goes wrong. Be prepared to hire a lawyer, if you ever need a refund.
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January 2024 by Carletta Oneal
I see why this place has such bad reviews! Today when I was at checkout, a girl named KATIE was rude and rolling her eyes, because another associate, (who was the one that was actually ringing me out) had to look up my transaction online. Instead of being kind and helpful, Katie was constantly rolling her eyes. Don’t know who this person thinks she is, but I can easily spend my money right next-door at Crate&Barrel, where they treat the customer like well, a customer!! I’m putting this bad review because the last time I was in Katie, who had never met me before, was telling me all of the gossip about West Elm! She told me my normal shopper that I usually go to was fired for stealing, and that she was “Taking customers identities”. This store is a complete mess do yourself a favor and go somewhere with a little more class like Crate&Barrel. Katie, stop rolling your eyes at people. Try being nice for once! People like you don’t go very far in life and usually don’t have very many friends, you’re not better than anyone!
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January 2024 by Steve Herring
Don’t order from here unless you’re willing to wait 5 months for a coffee table and sofa. Almost half a year for furniture is kinda crazy
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November 2023 by Marc L.
Just bought some amazing bedding at West Elm, and was helped by a wonderful representative named Whitney, I'm so happy with the pricing along with the customer care quick and efficient the way I love it.
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October 2023 by Cassie Mor
Be cautious their estimated delivery date can vary and get pushed out by a couple of months :(
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September 2023 by Kelly Hull
We ordered sheets from store. When they arrived, they were marked Cal-king but were really full/queen. So we ordered again. When they arrived, we received king sheet set. Still not the right size. Order was for Cal-King! We will not try a third time. We will shop elsewhere.
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July 2023 by Sabrina Marie
They are absolutely the worst! Dont spend a single penny with these Thieves! They deliver damage furniture and take it back, but wont give you your money back! Customer Service was very Rude and nasty. They dont listen to any of your concerns. They are very rude and will hold your money hostage, even if they have there product.Stay away from this company.
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June 2023 by Alan M.
Excellent selection and customer service will definitely recommend and return I had an issue with a lamp I returned and was provided with a replacement
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May 2023 by Nicolas P.
Went in to look at a sofa for our new house. I walked In with my partner and the blonde associate behind the register just looked at me and didn't say a word, and literally glared (no exaggeration) This was today may 21st. Walked around for a whole ten minutes and was never asked if I needed any help etc. I was ready to order a brand new sectional I found online, but instead went over next door to crate and barrel and found a similar style sofa and was helped immediately. I thought West Elm was better than this.
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April 2023 by Brian Friedman
Do not buy furniture from this store! I’ve been waiting over 6 months for my kitchen table. West Elm has wasted SO MUCH of my time with run arounds and broken merchandise. They don’t care! I can’t get a straight answer on when my table will arrive undamaged. Do not buy furniture from this store unless you can take it home yourself that day! You’ll be waiting forever otherwise and they’ll have taken your money in the meantime.
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April 2023 by Brian F.
Don't buy furniture from here! You have no idea when it'll arrive! I'm waiting 6 months for my kitchen table which is still being sold on their site and in this store (where I first saw it). It came damaged 3 times! West Elm doesn't care either! DO NOT BUY FROM HERE!
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April 2023 by Stephen Jones
Poor quality. Took forever to arrive. $400 for delivery, and not even last a year before falling apart. Do not recommend.
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March 2023 by Cin M.
Their product were nice but over priced. The staff gave a stuck up snobby vibe. Went right across to crate and barrel and the staff there was so pleasant. Night and day.
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February 2023 by Karina P.
The location is beautiful, but the associates were extremely unhelpful. No one's greeted me when asking for help. No one moved from the counter and just suggested I check online. The only reason to buy in the store rather than online is ti have a more personal experience. They acted like they could not be bothered when the store was empty. I crossed the street and bought my desk in crate and barrel.
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December 2022 by Elle SU
good quality and design but terrible customer service and shipping. I ordered 4 items online and waited for 3 months and just the day before the scheduled delivery, they called and told me that they're missing the top piece of my dining table and also the coffee table is out of stock. I called the Customer Service trying to cancel the order and was told someone will call me back in regards to this order. I waited for like half day and no call at all. On the delivery day, the driver damaged the head board of the bed when cutting the box open, so I decided to refuse the delivery and asked for a full refund. The management is very disorganized. I've had the worst furniture purchasing experience with them. Buy your furniture somewhere else if you can.
