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April 2024 by A Johnson
Sales manager was very happy to sell me several high cost items but when one of them was delivered defective, arranging a replacement has taken weeks of phone and email communication. Still no resolution. Don’t buy here — low quality goods and poor customer service aren’t worth the risk if your time is valuable.
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February 2024 by Stephanie Ferrara
The sales people are nice but the delivery and issues I’ve had with this company are over the top. I was told that some items were in stock and now my order was pushed out 4 months. I was told a piece arrived in their warehouse however it was so damaged it couldn’t be delivered. And now they are telling me I was delivered and it wasn’t. Now I’m told I have to wait another 6-8 weeks and my order would not be expedited. The drawers on the end tables I just received don’t close. I’m over West Elm (but not the employees at the store. They were extremely helpful)
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February 2024 by Craig Roberts
I am compelled to share my deeply troubling experience with West Elm, a company that has shown an utter disregard for customer satisfaction and quality service. This is not just a tale of delayed deliveries and poor product quality; it’s a glaring example of a company-wide apathy that seems to permeate every level of the organization, right up to the executive leadership.In November, I ordered a banquet set, expecting delivery by late January. In a display of gross mismanagement, this delivery was postponed to April at the last minute, without any reasonable explanation. When I sought clarity from customer service, my calls were not just ignored but abruptly cut off, a clear sign of disrespect towards customers.Furthermore, my order of a Leroy couch, due in March, was similarly delayed to April, again with no justification provided. This pattern of unannounced, inexplicable delays suggests a serious lack of organizational integrity and efficiency at West Elm.Adding insult to injury, the sheets I purchased from them arrived with a hole and poor stitching. Despite reaching out via email to address this issue, my concerns were met with silence. Taking a step further, I emailed the executive leadership team, only to be faced with the same indifference. This lack of response from the highest levels of the company speaks volumes about West Elm’s disregard for customer experience.This is not just a failure of processes but a complete breakdown of customer-centric values. The CEO and the executive team at West Elm need to recognize this and feel ashamed for allowing such a culture to persist. Your company’s blatant neglect for customer concerns and basic service standards is appalling.To anyone considering West Elm for their home furnishings, I urge you to reconsider. My experience has been a testament to the company’s indifference towards its customers. You are likely better off with a brand that values and respects its customers.West Elm, your lack of response and concern is a clear message to your customers that their satisfaction is not your priority. You have lost more than just a customer in me; you have lost your credibility and trust.
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February 2024 by Kiki
Person at cash register had a terrible attitude, but floor sales associates were nice
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January 2024 by MIRJANA VICARI
Popped in on a whim today searching for a lamp to purchase on site. From the greeting at the door from the lovely young lady, to the lovely sales lady that helped me upstairs, to the lovely and kind gentlemen that brought the lamp out and rung me up. It was such a pleasant experience. Thank you to the staff here for being so helpful and courteous. You guys are exemplary!
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December 2023 by Mike Volfman
This place sucks and should close. Poorly staffed as the other reviews say. Overpriced. Ordered an item in May that was backordered for months. Impossible to cancel after ordering despite the delay. Never received item. Never got money back. Would not shop again.
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December 2023 by Riata B.
Came up for a pickup order only to find they had canceled it because it was out of stock. Person who told me this was a bit rude while he checked me out, as I found the item I purchased in the store. When I asked to help cover the fur blanket I purchased with something, as it was raining, he huffed and made a big show out of how annoying it was.Sorry for bothering you. I won't shop here again clearly I'm the problem.
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November 2023 by Kaitlin Hughes
Every time I came into the store, everyone was super nice to me especially Nabs and Shai who helped me out. The delivery people are great as well. My only concern is that the furniture takes a while to get there but that’s really no one’s fault since it is popular. Great people and furniture.
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November 2023 by Jackie Giammara
Was in here for an entire hour. Needed to furnish a whole apartment. No one acknowledged us, let alone helped us. But 5 employees were chatting among themselves from behind the counter. I don’t understand the point of brick-and-mortar if no one will help. We watched everyone around us get service but not us. Really disappointed. I’m not buying here on principle. Shameful service.
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October 2023 by N Sh
Ordered the Harmony Modular 85” Sleeper linen in frost gray. Delivery was scheduled between 1-3 pm today. Received multiple emails confirming this and also a live tracking option this morning. An hour ago, I got a call from the delivery department- my order was cancelled because my couch wasn’t there when the delivery men went to load it in the truck this morning…how do you schedule a product for delivery when it’s not even there. Oh and also, rescheduling it is only possible November 17 onwards. Needless to say, I cancelled the order as I need a couch ASAP. Never shopping at west elm again and I hope this serves as a warning to others…
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October 2023 by ala s
West Elm is a scam!! They schedule a delivery and never show up. Then they say there was an issue right before delivery. They order a replacement and then cancelled the order. Customer service kept me on the phone for 50 minutes and still couldn’t issue me a refund 5 months after paying thousands of dollars. I never came across a store like this.
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October 2023 by Alejandro Gonzalez
Really cool modern home stuff. It's the cooler pottery barn and has great furniture. I've bought a few things here that make my house feel more modern and hip
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August 2023 by M O
No customer service here.I have shopped at west elm in Hoboken and decided to give this Manhattan branch a try, it was very disappointing. No acknowledgement or help from the staff that work there.I thought because they have a bigger showroom and more items that their service would reflect that! Big let down
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August 2023 by Otávio Zen
Everything looks very nice, but you may never get your items delivered. Even having spent a significant amount of money to furnish my entire apartment with them, my orders are now already 2 months delayed and no short term update expected. Customer services and concierge report different status and expected delivery dates every time I call them. Little by little I’m giving up on all the pending items yet to be delivered, which is very frustrating as I should have made that decision 2 months ago and not having to live without furniture. WALK AWAY FROM THIS STORE AND DON’T BELIEVE THEIR EXPECTED DELIVERY DATE (it is already a long time expected, but in reality it takes much longer).
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August 2023 by Peter Spaet
I'd give negative stars, if google would let me.Purchased baby furniture from West Elm. Online tracking showed as on-time until 30 minutes before delivery, then the items "disappeared".Now 5+ weeks later, and West Elm has made zero progress in resolving. Dozens of phone calls to their so-called support department. Any person who answers the phone is always "not from the correct department", no matter how many times you get transferred/re-routed to a different representative.Irresponsible for WestElm to accept orders (and payment) based on specific delivery timeline, if they're unable to actually deliver until literally months later.