-
February 2024 by Antonia
Love the 18th street store! Ask for Carlos, he’s always been a great help for me!
-
December 2023 by Oscar Barreto
Customer service nightmare, not one person offered assistance. Racially profiled us because we are Hispanic, and even though we spent a good amount of money the manager Corey refused to be helpful or listen to our concern. Shop online! Worst experience ever.
-
November 2023 by Phil P.
The worst customer service ever, incompetent reps, total lack of integrity and coordination.
-
November 2023 by Aaron Zhang
Would really give 0 stars if I could. Terribly run company with absolutely 0 respect for customer time. Every order of mine was delayed, 1 has been on hold for 6 weeks with no notice. Credit card was a complete scam- credits did not work. You’ll spend hours on the phone with customer service to no resolution.
-
November 2023 by Rose H.
I went to 7 stores looking for a new sofa. I wanted super cozy & comfy but with a chaise and a queen bed. I was hesitant about ordering from such a large conglomerate but I was very pleasantly surprised. The order was a week early and the delivery team as professional as my "usual" furniture store. I am absolutely delighted with my new super nesty sofa.
-
October 2023 by Pia Host
I just moved into a big new apartment, so I've seen A LOT of the other furniture stores around. CB2, RH etc are all great, but the service doesnt even come close to what West Elm did here.It really does make a huge difference and I'll forever come back here already for that reason. Their interior designers are passionate, have gorgeous taste, love to spend time with you, and seem personally invested in making sure your home will live up to its potential (Thank you, Havi!!).I absolutely recommend coming into the store and getting support. It makes all the difference. Their items are made to last forever. Their interior design & customer service is outstanding.Will always come back!
-
September 2023 by Michelle Arbid
There’s a reason this store has a 3 star rating. The staff talk to customers like the customers owe them a favor. They are rude, and don’t care to be helpful. If you can go to another location instead of this one, I recommend doing so.
-
September 2023 by Westchester Peach (WestchesterPeach)
Am actually shocked at all the negative experiences posted below. Especially sorry since our online order for a carpet, bedroom and den furniture was nothing short of excellent. High quality and style, impeccable white glove delivery. No couch, only tables, a desk and shelving for the den, bed frames and nightstands for the bedrooms. Pottery Barn was a nightmare when I ordered from them years ago, damaged on arrival and frustrating to return. But WE online has been convenient and very positive overall.
-
September 2023 by Pouya A.
The sales rep at the cash was rude and incredibly unhelpful. Came here on a Tuesday afternoon with no one else in store and he still wouldn’t spend the time to help. Don’t recommend this location
-
August 2023 by L
Many of the negative comments are regarding online service - however, I had a really positive in-store experience. There’s some pretty good finds in the tiny sale room. The staff were all friendly and the manager was accommodating to price match the item I found online :)
-
August 2023 by Jeff J.
I witnessed a customer being completely abused by the store manager. He was rude and almost threatened her. She was a very small women and he towered over her. I overheard some of the conversation about honoring a sale price. I also heard him lie to her about his name. His name is Jim as I was able to find out. He is NOT a good ambassador for this store. Pretty disgusting really.
-
July 2023 by Scott Brown
This store is basically a showroom. The sales rep at the store purchases through the website just like a customer would. All of the information the sales rep provided was incorrect. They just guess on things to move people along. She said that white glove delivery/assembly charges are on a per item basis, which is wrong. You can consolidate items and be charged once so it is a waste to order items separately. We were told by the same rep. that a table we ordered comes with one leaf, but it came with two. We had to find room to store this unnecessary item with limited space.
-
July 2023 by Brian Y.
Terrible service on the delivery side. The store is nice and customer service people inside the store are nice but getting the furniture delivered is another story.The short answer is the delivery process is a mess and six months later, they have our money however we still do not have any furniture. And we are still fighting to get our stuff delivered. We will NEVER purchase from West Elm or any of theiress affiliates again.Should have read the Yelp reviews sooner.
-
June 2023 by Janell Soileau
I ordered items last summer (2022). One item was delivered white glove service but broken. The larger item was never delivered by the company despite having to pay for white glove service. Each time I contacted the company, I was told delivery was rescheduled. At one point it was scheduled to be delivered in 2026 “by mistake”. Apparently the customer service kept trying to schedule the delivery company to deliver an item that they no longer had on site.In 2023 I decided I just wanted a refund. I have been told since March the refund should be in my account the next day, 3-5 days, and soon. Just yesterday I was told by customer service that her supervisor said in 24 hoursThis entire event has been exhausting. I should not have to fight a company for an item I purchased or a refund when they will not send the item. I should not have to wait until a supposed delivery date to realize a mistake was made again. I should not be the one reaching out to them and researching the situation when they are at fault. I should not be refused communication with management when it is obvious customer service is inadequate. I have waited this long because I did not want to seem like a difficult customer but it has been months without a resolution. Something needs to be done about the unprofessional and unethical business practices of this agency.
-
May 2023 by Kelly Kirkwood
Buyers beware - THEY HAVE BED BUGS! This is an online order review, since you can't post anything on their website as they know it will be negative. After being a loyal customer for years, I've come to realize that West Elm has the worst service I've ever experienced. They also recently eliminated email support so there is no written record of their inability to service their customers.First, I purchased a rug online that came infested with bed bugs. I threw the rug away (obviously) and called customer support for a refund. Since I did not have the rug, for obvious reasons and WHY would you want it back, and likely WHY I got them because you are so worried about reselling your bed bug-ridden items, it had to get escalated to a supervisor with a 24-48 hour turnaround time. For a $21 rug, this cost me over $1,000 in services, and not to mention I now have PTSD. I still have not even been refunded for the rug after waiting 60+ hours for a supervisor to "call me back."Don't waste your time. Shop somewhere that cares about you as a customer and that will also not re-sell you bed bug ridden items. Also - West Elm should be investigated as a business for reselling items in such a condition.