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September 2025 by Kathryn Carey
Great assistance with furniture, fabrics and an estimate.
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September 2025 by Review 4change
I called earlier today to inquire about an item in the store. The gentleman I spoke with was polite and informed me that the item was not available in-store. While considering purchasing the item online, I noticed it was listed as available and ready for in-store pickup within two hours.
At that point, I realized I hadn’t provided the item name or SKU number during my initial call, so I called back to confirm availability. Unfortunately, the person I spoke with the second time was dismissive and immediately launched into a condescending response. He stated that if I had spoken to the “only other male” in the store, then that person would know exactly what is or isn’t in stock—and if he said it wasn’t available, then it’s not.
Please understand I have no issue being told an item is unavailable, but the attitude I encountered was unnecessarily rude and arrogant. I sincerely hope this individual is not the store manager. Sadly, I think he may be.
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September 2025 by Penelope Vilchez
Manager was unaccomodating and borderline rude. I attempted to return 2 obviously defective pillows that were both ripped along the seams, and otherwise unworn. Told no returns after 30 days, without offer to exchange or even assist in finding replacements. This is horrible service and I would expect more from a manager. This was a house warming gift for my daughter and I was embarrassed to see them after such a short time falling apart.
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August 2025 by Beth Glover
Ordered a cabinet I’d been eyeing online in the store and the team there was super helpful!
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August 2025 by A. Hussain
I would never buy from West elm again.
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August 2025 by Deirdre O'Connor
Staff is super friendly and helpful. We had manyyy questions and were somewhat indecisive and they helped us make our selections without any pressure!
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July 2025 by Honie Patterson
If you see something in the store and it’s not in stock,they will not sell the one in the store. I was told to order online,which I did ,had to pay $$ for shipping. The furniture did not look right in the room so returned it to the store. They DO NOT give you the money for shipping!!!!! It is partners with William Sonoma and pottery barn. I will never shop at any of these stores! I am getting rid of my C.C. at pottery barn
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July 2025 by Peter H
Quality furniture
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May 2025 by Melvin Lewis
Lovely selection. Worth a visit.
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May 2025 by Dave Anderson
They have excellent selections in-store and their associates are very knowledgeable. If you're looking to purchase something, I highly recommend doing that in-store so that they can help you get exactly what you're looking for.
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April 2025 by Lindsey Hallock
Awful. This is not the West Elm you remember from a decade ago. My order has been pushed back three times and customer service continuously lies and says someone will contact me, but they never do. I have been waiting for 9 weeks for my desk and bookshelf. It's not worth it.
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February 2025 by Aashi Timalsena
I ordered schafer bed last August (2024) which hasn’t arrived till the date (End of Feb, 2025). Everytime I call to cancel they say the bed will be ready to ship in 2 weeks and I say its okay if thats the case. Just checked their website and they’re still taking the order for the same bed. If you have inventory/ manufacturing issue for that product, remove it from the website.
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February 2025 by Lana Vornik
I visited West Elm at Southpoint in Durham, NC in person on 2/9/2025. I went there to buy lamps which I found online, but wanted to see in person. The lamp was on display and I liked it. I told the salesperson that I wanted to buy two. She checked if they had them. They did not have them. I asked if they could order them with delivery to their store and I would pick them up. She said they could. I asked if there would be no shipping charge. This salesperson looked at me and literally smirked saying, yes, shipping costs money. I repeated the question, whether the store will pay for shipping to THEM since I am a customer willing to buy and they don't have them. She smirked - literally smirked - and said that shipping costs and I will have to pay. First, I think this is ridiculous. Would I have to pay shipping for all items in the store? But mostly I was really surprised at the hugely unpleasant manner of the salesperson. I wish I had written down her name. I will never go to that particular store again and I think this policy is ridiculous. I went to Crate and Barrel and bought better quality lamps there, for the same price, and of course I did not have to pay for shipping to Crate and Barrel. I liked some pillows at West Elm too, but now I will definitely buy elsewhere. This store needs to re-train personnel!
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December 2024 by K G
I’ve always had good experiences at this store up until today. The first time I returned something was at the beginning of the month. Gigi was extremely cheerful, helpful, and went above and beyond to help me. Daniel, the employee who works at the back door, is also amazing. He is always so speedy, sweet, and wears a bright, contagious smile that will make your day. If I was leaving a review based on my experience with Daniel and Gigi, it would be five stars, hands down.
Unfortunately, the manager I encountered today with the short brown hair, blue menswear shirt, and emerald ring was perfunctory. Her less than lovely mood was extremely transparent and she is letting it leech into her interactions with customers. She led me to believe that I would not be charged for the shipping fee because among my three reasons for returning, one was an actual scratch on the table. I asked if she needed to see it so she would know what I was talking about, but she dismissed me quickly and made it seem that this was unnecessary to have the full refund. Only after my refund was processed and I specifically double checked about the shipping did she tell me I was not refunded the full amount.
I was taken off-guard enough by her cold, dismissive attitude that it took me a moment to collect myself after leaving as an introverted person who is easily embarrassed.
I felt so bad about the interaction that I called west elm customer service rather than go back in and face her again. I ordered the Anton entryway table and it arrived with a small nick or scratch which was definitely more than a “natural occurrence” in the rubber wood. The feet in the table which are supposed to adjust for leveling are also poorly designed. I wanted a full refund instead of being penalized $20 for shipping. Unfortunately because I didn’t take a photo of the scratch, the customer service rep needed to called the store to verify the flaw and spoke to the same manager. Despite my best attempts to wear the friendly, warm customer service persona I’ve learned after working many years in retail, it was clear that that I had inconvenienced or annoyed this in-store manager.
The customer service rep on the phone even apologized and said that it clearly sounded like a product-driven return rather than a customer-driven return. West Elm shouldn’t be selling subpar products and then refusing to take full accountability for flaws that are not natural to the wood. This was very clearly a scratch. We just moved into a new house and are having to furnish from nothing. I thought I was making the best decision by going with west elm, but my experience in store today was bad enough to overshadow the good. I am a loyal west elm customer, but from now on if I see that manager in the store, I will be turning right back around and heading out. I hope the manager in question reflects on how her unprovoked sourness toward customers is a) bad for business and b) not as well-hidden as she might imagine.
Update: the call center rep was able to get my refund after all. The manager should have done it, and hopefully west elm can find a way to improve quality control with in-person customer service so people don’t have to worry about encountering one sour apple.
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December 2024 by nerf gun review
Bought a lamp and picked it up in-store. The description on the box did not match what I had ordered so I asked the service member to please open it to ensure it was the correct item. My request was met with an eye roll and exaggerated sigh of annoyance. After a 2 sec look in the box I was sent on my way. Once home, I opened the box fully only to see the shade was dented and the finial was missing. There was also language scrawled across the inner flap indicating the lamp had already been returned by another customer and repackaged (damaged) for resale. Disappointing experience - I recognize that items can be damaged in shipping but the clear resale of a damaged item was not acceptable and the dismissive unprofessional approach of the sales person added to the overall negative experience.
