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October 2025 by Fanny Falter
Some of the rudest staff ever.
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September 2025 by Young Choi
The staff were rude and unprofessional, and the service fell far below the brand’s standards.
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August 2025 by Julie Andreas
Lovely, well made furniture.
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August 2025 by Tree Tree
Reviewing west elm and not store- Quality has gone done so much. Have bought so much furniture from them. Paid for white glove service on a chair that they literally attached legs too and they wouldn’t reimbursement the difference of 100$ between white glove and leave at the door. I could have attached legs myself. I will no longer be purchasing from here going forward. I also have a canopy bed that was supposed to arrive in February and we are in August and have had 3 beds delivered that have cracked when the “white glove service” people tried to put it together and low and behold there is a defect with the bed. Don’t bother shopping here. They aren’t the same west elms from a few years ago.
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July 2025 by Tamarra Truman
Great selection of cool stuff!
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June 2025 by M Bertram
Absolutely love this store and the staff!
We’ve been on the endless hunt for patio furniture and finally found the Portside extendable dining set thanks to the West Elm Staff. It's perfect for our space and for hosting both small and large gatherings.
Sandy, Kelly and team are fantastic to work with!! So helpful, patient and knowledgeable. In a world full of so much negativity and chaos, West Elm and the staff truly made this experience easy and enjoyable for us. Thank you!!
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May 2025 by Alicia Suskin
I’ve been working with Kelly to help figure out some design choices for a new house we are building, and she has been SO HELPFUL. She has provided me some really great options for lighting and furniture that I need, but has also been really low pressure. We’ve done everything virtually, since I live in Syracuse, but I love knowing I can also make the trip to Rochester to see her in the store to choose fabrics, see items in person, etc. when I need to. If you’re needing some design help, I really encourage you to work with Kelly!
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May 2025 by Elizabeth Copella
We ordered a custom couch which took 3 months to build. Prior to delivery we paid a company to take our old furniture the night before. Delivery day, they arrive with the completely wrong couch (color, material, feet). We told the delivery company and they packed it back up and took it away. When I called West Elm, they said it was going to take another 3 months to get the correct one and that the delivery company should have left the wrong couch. We now have no furniture and they will not offer any compensation to get a temporary couch or solutions; so we have no furniture to use for the next 3 months unless we pay out of pocket. We then called the delivery company on 3-way to see if the driver could turn around and the delivery company said West Elm told them they are not aloud to leave the wrong one, West Elm said they should have, so they had to explain why each were not providing accurate information on the phone together. By far this has been the absolute WORST experience ever and we paid almost 4x as much for this couch as any other furniture we have ever had. The only reason I gave them any stars is because the couch, whenever we do finally get it, is amazingly comfy (our friends have the same one) and beautiful; but given this experience and the lack of assistance from West Elm (corporate) or the delivery company, I would HIGHLY recommend buying elsewhere.
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April 2025 by Dré Durant Jr.
On April 19, 2025, at 12 PM EST, my husband and I stepped into West Elm, excited to furnish our new home after relocating from New Orleans. Instead, we were met with a shocking display of unprofessionalism that left us deeply insulted. The staff, engrossed in their own conversations, completely ignored us for nearly an hour as we roamed the store. We circled the showroom twice, hoping for even a shred of acknowledgment, but were treated as if we didn’t exist. The disregard felt painfully personal, and we couldn’t help but question if our race contributed to their indifference—though we can’t prove it, the sting was undeniable. Disgusted, we walked out and spent our budget at Arhaus nearby, where the staff welcomed us warmly and earned our loyalty. West Elm’s blatant neglect was an embarrassment to their brand, costing them our trust and business. I urge corporate to investigate this store’s staff immediately and implement mandatory training to ensure every customer is treated with dignity. This one-star experience will haunt my view of West Elm until real changes are made. I’ll share this warning far and wide—fix this, or watch more customers flock to competitors who value them.
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April 2025 by André Harrison Jr.
On April 19, 2025, at 12 PM EST, my husband and I visited West Elm, eager to furnish our new home after moving from New Orleans. Instead, we were met with utterly deplorable service that left us humiliated and furious. The staff was too busy chatting among themselves to acknowledge us, ignoring us completely as we wandered the store for nearly an hour. We circled twice, hoping for even a glance, but were treated as if we were invisible. The neglect felt personal, leaving us to wonder if our race played a role—though I can’t say for sure, it was a stinging insult. Appalled, we took our thousands of dollars to Arhaus down the street, where we were welcomed and valued. West Elm’s indifference was a disgrace, costing them our business forever. I demand corporate investigate this location immediately and train staff to treat every customer with respect. This shameful experience earns one star, and I’ll warn everyone to avoid this brand until changes are made. Act now, or lose more customers to competitors who actually care.
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January 2025 by Running Debate
Went there and spent around $12,000 we checked out and as we were leaving we saw something else we liked so we figured hey can we add this to our order? No way why would you be able to do that, hadn't even left the store yet and it was literally 1 minute after and we were just told you'd have to place another order and spend another 350$ for delivery. This is absolute non sense, I'll never buy anything from this place again.
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January 2025 by M Pi
Passed an order early November, including a mirror expected to be received mid-late November and a light fixture that was back ordered until Jan-Feb. I’m still waiting for my mirror as of January. Mirror is stuck with the carrier and West Elm won’t authorize the shipment until my backordered light fixture is also with the carrier. I paid over 250$ in shipping, this is unacceptable. Light fixture was back ordered when I made the order, and both items were never expected to ship together.
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December 2024 by John Turner
West recently to get an in person feel for some of the items we'd bee considering purchasing. While we were there, we received excellent service from two staffers, particularly Nancy, who helped us with design ideas, color schemes and pointers on how to save money. Awesome experience, thanks Nancy and the West Elm team!
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December 2024 by Me Here
We ordered a couch via phone after visiting the showroom. The sales person in the store mentioned the “white glove delivery”(mandatory” @ $275.00. The actual cost 2 days later, just shy of $400.00. Total couch with delivery $3000.00+.
We were told the couch would be delivered between 12/23 and 1/6/25, and we would receive communication as to the exact day. We did, on 12/12, with a delivery day of 1/27/25! I called to determine why such a delay, and was told they’d deliver it 12/19‽ How is that possible? But yeah, great. It would take 10 pages and countless hours to describe and write the remainder of this delivery nightmare, but suffice to say it was THE worst experience we’ve ever had!! And no, it was not delivered on the promised day, and when it finally was after MANY calls/emails, yep, DAMAGED! We are still dealing with the aftermath, and will add a “follow up” review once (hopefully) a satisfactory resolution is offered to us! Advice until then, STAY CLEAR of West Elm!!!!
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December 2024 by Kristie Wood
Ordered a dining table in early fall scheduled for delivery in mid November. It came in LATE November (about 2 weeks late) BROKEN with a crack down the middle of it, and now will not receive the table until January, ruining my plans to host for the holidays. Terrible customer service and somehow still paying the 500$ delivery fee for this nonsense.
