west elm

Most Recent Comments

• March 2024 by Blake Muhleisen
  Awful quality. Bought $1600 nightstands about a year ago and the brass is peeling off the handles. Called for support and their answer is to just buy new nightstands.
• November 2023 by James Nightingale
  AVOID AT ALL COST, Buckle Up For A Disappointing AdventureMy wife and I first walked into West Elm looking for mid-century modern sofas and truly loved the axel sofa and placed an order for 2, one leather chaise and the other fabric sofa. Initially we had a 10 week wait time. About 2 weeks prior to delivery we were told the fabric sofa has been discontinued. Although quite disappointed and after much deliberation we ordered a leather axel sofa in its place which was “In stock, ready to ship” with arrival anticipated in 2 weeks (“Perfect!” we thought). As soon as we ordered it (in store with the manager, Sandy) it said backordered for us while continuing to say in stock and ready to ship on the public website. Discussed this with staff at west elm and how it’s technically illegal per FTC regulations. They said I didn’t understand the terminology of “backordered” (side note: West Elm was literally sued by FTC in 2020 for these issues and has still not reformed their practices). In the meantime, we are thrilled to see our axel chaise as shipped and is “in transit from distribution center”. Unfortunately 5 weeks later and to date 29 calls, 4 in person visits to the Rochester store and numerous emails later it turns out our axel chaise NEVER EXISTED. Funnily enough I even flippantly asked Morgan Larracuente (Premium Customer service) if it existed and she assured me it had, just was not unloaded from the truck yet. After all these inquiries I received a simple email stating we “no longer have the component pieces available” therefore they are canceling my order. Mind you they charged me for the sofa the full $3291.44 when “it” shipped 5 weeks prior. Shifting our focus back to the second Axel sofa we ordered after the initial one was canceled, the delivery date was pushed back an additional 2 weeks. Finally we had that one set for delivery at the already delayed date to find out the delivery was canceled (although the email said a different date was canceled from when we had scheduled). When I inquired about this, customer service could not tell me for sure if the delivery was canceled but they were “guessing” (yes that was the word used) if I received an email it must be. When I asked to speak with the supervisor, an incredibly rude person named Timea (spelling?) was verbally aggressive to me and refused to let me speak with HER manager when I pointed out her unacceptable behavior. Her response was “No one talks to my manager.” She also refused to tell me her full name so I could report the incident with West Elm. I did report the incident approximately 4 weeks ago and have yet to hear anything back from West Elm. Anyway, I called back to get someone else who promised me a delivery in 1 week and said they would send me an email confirmation of this. The next day I still had not received the email confirmation thus I called again and no one had any record of this or my discussion with the prior individuals. Then I was told the next best delivery would be 4 additional weeks away. I then canceled both of my orders and did not receive a refund for any of the $5559.18 cents that had already been charged and paid in full. I am still currently disputing these charges with my credit card company’s assistance.I would like to give honorable mentions for fairly pleasant but completely USELESS customer service reps I interacted with, notably each of them lied (or at least provided false information whether intentionally or not) to me on at least one occasion with exception of Tim and ShannonIn store at Rochester Location: -Kelly Cardinal, Sandy, Tim“Premier Customer Service” reps: Shannon, Morgan Larracuente, Janelle Favella, Melissa JaneOther reps I spoke with who were also useless yet less pleasant: Maria, Simone, DanaWorst of all of them was Timea P.
• August 2023 by RJY
  10+ delivery dates have passed, and still no chairs. After spending $2400 on chairs, paid in full, west elm is past the contractual 6 week delivery window and has yet to deliver our chairs. Here’s what happens: they’ll give you a delivery date and swear up and down that it’s coming that day. The day passes, then you get a notification that’s it’s scheduled for a few days later. Rinse and repeat for 2 months. Now, I get an email that the return window has passed, and we haven’t even gotten the items yet! At this point, I’ve either been scammed, or this is the most incompetent business I’ve worked with. Next time I’ll just order from Amazon or literally any other service, because this is beyond insane.
• August 2023 by Jill B.
  Do not buy furniture that claims to be "in stock"! Cannot begin to express my frustration with west elm, online and in store. Now, too late, I am seeing so may others that have experienced the same thing I am going through. Purchased an in stock bed and 2 glider recliner chairs in early July, in preparation for our baby coming. Intentionally selected all in stock options for fast delivery "by July 20". Made arrangements to make room for new bed in anticipation of delivery and the date changed, not because anyone let me know but I happened to track online. I called customer service and they told me a different story with each person I spoke to. Delivery continued to be pushed out, now to September 22. Approximately 12 weeks after my "in stock" order. I went into this store asking for help and to talk to a person instead of 800#. They told me they can't do much because I didn't order in store, next time I should order in store. Lesson learned is not to order in store but that west elm has the worst customer service and is quite comfortable demonstrating that. I've been in multiple times pleading for help and have had zero success or even a bit of empathy. Just blame it on me for not ordering in store.The bed is sitting in a regional delivery center nearby but they won't make an exception to deliver it until the back ordered items arrive in late September, after our baby is due by the way. Until then, I'm 35 weeks pregnant and west elm doesn't seem to care that I am sleeping on a mattress on the floor.
• June 2023 by Hando Ino
  This is definitely not a good condition place to buy things. First, overpriced and second, which is the most important, they don’t have a reliable delivery date. I bought an order over 5k in furnitures and it’s more than a month delayed. So why pay more if they can not deliver on time? So bottom line you pay more and get extra stress to get things done. For this reason I don’t recommend to buy at this store.
• February 2023 by Michele Warner
  Products are mid to low quality. Company can not handle deliveries. Ordered a dinning set and chairs in September that had a 2 week delivery window, so far I’ve had 4 appointments scheduled and only have the table. So I’ve rearranged my work schedule 4 times to be stood up 3. No one can give a clear idea why or when to expect items, always a run around. This store in particular I’ve been many times and rarely get helped. Often they seem to actively avoid customers.
• February 2023 by Rao D
  If I could give a 0 star I would. Please see my experience below.Order: October 15th 2022Original scheduled delivery: Nov 8th 2022Current status: CUSTOMER HAS NOT YET RECEIVED ITI am a very unhappy customer for the following reasons.I have contacted West Elm 1-800 number multiple times as well as gone to the local store where the order was placed for the nightstand. I have been told the order will be received in the next few weeks. It has not happened for the past 3.5 months. WHY is the order not yet fulfilled?I have now requested the order to be cancelled and it was not allowed with no real reason provided / vague dismissal. WHY has this not been allowed?The night stand has been paid for, why is the order not fulfilled? If it can not be fulfilled in the next 2 weeks, I should be able to cancel my order and get my money back.This is an extremely frustrated and disappointed customer who will be filing with the department of state NY and file a complaint with Better Business Bureau, as well as cautioning anyone we know to not purchase from this brand - it is not worth your time, effort, or money. For the amount of money that West Elm charges for their products, the very least we expect is fulfillment of the request and adequate customer service that does not prevent me from getting my money back if asked.regards
• January 2023 by Amanda Carolyn Geraghty
  Not specifically for this location but for West Elm overall. Ordered a 6K sofa online. Order was cancelled by W/E twice because of their own faulty systems. Finally got it ordered a third time. Sofa arrived with the wrong mattress insert and 3 months later the front wooden plate at the base (where your ankles would touch) is falling off. W/E said they cannot replace it as it's no longer in production (which isn't true according to their own website). Further, they won't offer a refund unless they come and pick up the busted sofa FIRST, which would leave us without a sofa for 2-3 months while we wait for a replacement. Instead, we got a 15% credit. Pathetic systems, pathetic processes, and pathetic customer experience.
• November 2022 by Rick Papaj
  If I could give less I would. The worst most disorganized company I have shopped. Overcharge often on shipping and never properly update you until you eventually forget you even ordered. Plus quality generally sucks. Will not shop there again, ever.
• September 2022 by Dawn Lambrix
  Good service. Good selection. Contemporary furniture. J would return.
• August 2022 by Matrix girl
  Spent $2400 on the Andes Sectional in 8/2020. It started to show wear within months. I finally decided to contact West Elm as this sectional looks terrible. I'm 150 lbs. and live alone with my 8 lb. cat. You'd think there was a house full of kids jumping on this thing the way it looks! I called the store where I bought it and they said someone would contact me. 9 days later and no call, no email, nothing. I've called the store to follow up and I have been told there is nothing else I can do, I just have to wait for the company to call me. Terrible customer service after the sale. They have cool LOOKING stuff, but it ain't cheap, and the quality is just terrible.
• June 2022 by Jacquelyn Marie
  I ordered 2 tables from west elm back in April. The tables were delivered in May .. one of the tables were damaged upon arrival & the other one was much smaller than I envisioned so I called to schedule a return for both tables. I called everyday for a week straight and each person told me that the tables never showed as delivered so they couldn’t schedule a pickup. After calling & calling day after day they finally scheduled a pickup for the tables. They gave me a pickup date of Tuesday 5/24 to pick up the tables but arrived on 5/23.. no problem ! They took both tables that day.. I waited a few days to call West Elm again about my refund for the tables & of course they are still saying they don’t see that the tables were ever initially delivered so they couldn’t see that the tables were picked up for a return. A few days later I got a refund for the one damaged table but not for the Anton dining table that I also refunded. I call West elm every single day for weeks just for them to not help me with getting my money back. At this point I’m going to have to call my credit card company and file a dispute. I even have video proof that both tables were picked up as I have security footage ! This company is terrible when it comes to being organized, punctual and professional ! Just HORRIBLE ! I would never buy anything else from here.
• May 2022 by Adriana Ramirez
  Awful costumer service at their store. The staff working could not have more indifference towards costumers.
• May 2022 by Mehrsa Mrajani
  I’m living a nightmare here with the purchase I made with west elm!! Please take all the negative reviews seriously!! I purchased a bed from them and some other items as well but bed was the most important one for me that I truly needed it on time. The bed was an “in stock” item which should have been delivered right on time. As I placed the order they immediately deducted the money and the status of my order changed to “In Transit from Distribution Center”. This was back in February!!!! Not only the status has not changed after that but also the delivery date had been changed twice already!!! As I call their customer service nobody has an answer for me!!! Every time they give me a different answer!!! One person says it’s in LA on it’s way to Toronto, the other person says it’s in New Jersey and had been there for a month!!! Another person says you should definitely receive it in a week and right now 2 month has passed from that week!!!! West Elm items are nice and beautiful but believe me it does not worth the headache it will bring you!!! Specially with the price you pay for them and the delivery fees!!! You pay this much money and you’ll buy yourself months of headache with no product in your hand!!! That I can assure you!!!
• March 2022 by Kristen H.
  So disappointing. Very little help the entire time we were in the store. When we finally did talk to somebody they had quite the attitude. Apparently they hear complaining all day long. We were just surprised that you really can't buy anything other than a pillow or a mug in the store. Any furniture has to be shipped and shipping fees sometimes are as much as the item you're trying to buy. He explained that they really just a show room now. So only go if you want to experience a 3-D catalog