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November 2025 by Camila Wachter
The staff gave me the wrong order.
I wasted 2 hours having to come back and pick up correct order.
Staff was not creative finding a solution, example ubering the correct order.
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November 2025 by Rachel McMonagle Bailey
Went to West Elm in Summit many times and worked with Lisa to help furnish my new home. She went above and beyond in helping me pick out furniture -- everything from creating room layouts with measurements to suggesting pieces, etc. She sent emails with details throughout the process. She was so patient, responsive, friendly and just a pleasure to work with!
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November 2025 by Elaine Han
Terrible delivery logistics for large orders. We have been waiting over 4 months for our furniture delivery. This is for pieces that are already in stock in the warehouse. But they won’t ship these items until a single back ordered item is also available and there has been no concrete date as to when that will arrive.
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October 2025 by Halyna Beswick
Nice selection of furniture
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September 2025 by Dani Williams
Note: This is not a review of this specific store, but rather a review of the company as a whole. They don’t provide customers with the chance to review their products (likely because they know what absolute trash they sell and are too scared to open themselves up to negative feedback).
Whatever you do, do NOT buy a couch from west elm. My husband and I bought a custom sectional with two reclining chairs in the alabaster performance basketweave fabric. The store clerk told us you could spill wine on the couch and as long as you wiped it up quickly it wouldn’t stain. This made us feel better about buying it in the alabaster color because we have dogs. Let me clarify that this is NOT the case for dirt. This fabric is horrible. We’ve had the couch for less than a year and it’s already discolored and the pilling is CONSTANT, despite customer service telling us it would stop after a few months. They sent us a tool to use to remove the pilling and it made it worse.
When it came to delivery day, I got an email saying they cancelled the entire delivery because two pieces were missing. This is after months of waiting because it was a custom order AND they were already delayed a week. We made them deliver the pieces they did have, but it took them another three months to make the missing ones. They did give us a credit for this inconvenience, which was appreciated but we were still stuck with an incomplete couch for months.
The sectional does not stay together, the reclining chairs are unstable and we’ve fallen backwards with the bottoms tipping up multiple times. The cushions have completely lost their density and we can’t rotate them around to even out wear because they are attached to the couch. All in all, we wasted $8K and their product guarantee/warranty doesn’t cover any of the issues mentioned so we’re completely screwed.
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August 2025 by Mary-Ellen Fargnoli
Isabella was my main designer and Laura assisted her . Isabella’s manager is DanChi.
Service here was excellent! Isabella was diligent in assuring I got what I needed that would fit appropriately in my condo. She really spent a lot of time looking at all options. Her follow through was also excellent. The professionalism and teamwork displayed with her and Laura was an example to used with other workers! I’ve been in sales a long time and am very conscious of service with teamwork. Danchi also made sure that someone was responsible for follow through. I love this store!
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May 2025 by Agatsal S
My wife and I have always had wonderful experiences at West Elm. We love their style and the quality of everything they offer. However, what makes our visits exceptional is Laura Parvis. She is incredibly helpful, friendly, and enthusiastic, with a keen attention to detail. Laura designed the furniture for our one-bedroom apartment in Chicago, where she prepared a layout based on our plans and curated the perfect pieces, including bedding. Her meticulous approach made the process smooth and enjoyable. She is personable and an absolute pleasure to work with.
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May 2025 by betsy davidian
I had the best experience with Laura at West Elm. She helped me choose several furniture and lighting items for my house and was patient, kind and extremely fun to work with. I highly recommend working with her!
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April 2025 by Lisa O'Shaughnessy
I ran in quick the other day to look at some fabric samples before I bought a bed and Laura was extremely helpful. She answered all my questions and was such a pleasure to shop with. Highly recommend visiting the store before you buy anything online.
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April 2025 by John Eremic
Hey, I just wanted to drop a few grand on a couch. A few rude, dismissive, and unhelpful minutes later I was walking put again. Guess I'll be buying literally any other brand.
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April 2025 by Vijay Patel
Worst customer service. Damaged bedding has no warranty past 30
Days. The manager on duty had absolutely no consideration that a long time customer that spent $$$$ at the store is being turned away for a poor quality expensive silk blanket. The blanket in 3 months of gentle use has stitches coming apart with fuzz. Will never shop again.
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April 2025 by Nandanie “Nandanie” R.
GENEVIEVE was nothing but amazing, friendly, and attentive! She made an absolute difference in my decision and comfort level in returning to the store and making a purchase.
Thank-you Genevieve!
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February 2025 by Maria Saquicela
Bad experience!!!!! Save your money and your time. Worst customer service!! They have no idea about your order or how long it will take to be delivered. After you wait 2 to 3 months for a delivery the furniture cames defected.
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January 2025 by Krisna Cruz
Older lady with short hair asked us if we needed help, we said yes, thanks. I would like to buy a sectional, she said we won't have time for that. She proceeded to fold napkins. Apparently selling an over 5k sectional is not as important as napkin stacking. It was 2pm not closing time NOR was store packed.
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November 2024 by Olha Dumych
I like coming to this store to see and try the furniture that I'm interested in and then returning home to measure everything carefully and ponder over the color swatches before placing an order online.
However, after chatting with a store representative, I realized that this reasonable and convenient practice for me might be something that could kill the store because the parent company cares the most about the sales made IN-STORE.
So I'd like to tell that parent company that I will never spend $$$ on furniture without seeing it, and that this place is a valuable showroom.
And now, instead of shopping most conveniently online, I'll have to call the store and place an order with them because I don't want it to close.
Hope this feedback helps other shoppers and managers to make better decisions.
