-
February 2024 by Pam Zinkann
Daniel and Luis delivered my desk I purchased from West Elm. They were very professional and so nice. They showed genuine concern for wanting the desk perfect and also took care in making sure no walls were damaged in the process. I’m grateful to them for making the delivery of the desk smooth.
-
February 2024 by Ashutosh Kumar Rai
Very unprofessional , when we order from this shop there will be no refund even if they fail to deliver on time. And delay can happen from 6 months to 2 years. Order your things online not from this shop at all.
-
January 2024 by Heather
I would give 0 stars if I could. We purchased a large oversized lounge sectional and within months all the cushions began to fray at the seams. The fabric was not finished before sewn together and the fabric was cut tight so it all will fray within time. When we noticed this on one cussion we immediately emailed and were sent a replacement on that one cussion. As time has gone on we realized that was not a 1 off issue and all cusions are fraying. We spent over $3,000 on a couch that is a year old and looks like it’s falling apart. As you cannot email photos to customer support or follow up on prior emails customer service just says it’s over a year and they won’t even listen to what you have to say. All we want are replacement covers to put on our current cusions as this is a product defect!
-
January 2024 by Aishah Griffin
Updated review 12/22/23: my husband went in to get me a lamp and the associates ignored him and when he finally talked to someone they treated him like his business didn’t matter.My issue is with the service at this location. Every time I come here no one even greets me. One time I was looking for counter stools and even started pulling some down to look at and no one even so much as asked if I needed help had questions or anything and the lady was standing right at the cash register. I try not to say it’s a race thing but I’ve seen them ignore POC but they’ll go out their way to help the others. When I ordered something and had it shipped to store the associate just told me oh you have to pick it up from some other location. Didn’t give any details or anything. As expensive as some pieces are they need to do better.
-
December 2023 by Dustin Heimeyer
RUN from West Elm!!!!@westelm Why is it that you sold me a protection plan for $429.99 & REFUSE to refund it after the delivery was returned? I have called at least 10 times with a promised call back. Your people keep telling me that @Allstate should refund me, yet they have no record of plan #fraudThis company is a #fraud poor merchandise delivery. Refusal to refund customers when YOU made the mistake. Buyers BEWARE of @westelm and #WilliamSonoma DO NOT buy protection plans. They will take $429.99 and not refund it when orders are returned due to broken deliveries.They will tell you to call @Allstate and then you are told from Allstate that they have no records of a protection plan. So nobody will refund the $! This is #fraud
-
December 2023 by Bailey G.
NOTE: This review is about West Elm corporate and shipping, my experience of service at the store was great, there just wasn't much they could do to help the situation once the order is placed. My experience with West Elm has been absolutely horrible and very disheartening. Out of 4 items in my order (nearly $5k total) only 2 ever arrived. The others required multiple calls to customer service, the warehouse, and the store to keep getting pushed along and told that I couldn't be refunded until the items that THEY lost had been found. After waiting 2.5 weeks, sleeping on the floor, for the bed to be found I was called 30min into the second delivery window to learn parts were missing AGAIN. When I called customer service for a refund- after the worst "white glove delivery" ever- they only refunded me for a portion of my delivery charge. West Elm clearly doesn't care about their customer at all and I will be taking my business elsewhere.
-
November 2023 by Eugene Oddone
Nightmare online bed purchase. We ordered a bed on-line 3 months ago. It was twice delayed finallyl arriving 1 month ago, without a headboard. West Elm's customoer service was incredibly non-responsive. No one really cared or offered an appology, or a refund despite asking for one. We are still without a headboard one month later. Strongly recommend NOT buying furniture from West Elm.
-
October 2023 by Tricia H.
Most of the products are okay, but I would recommend seeing the furniture in person because some of the quality is not there for the price you are paying. Return policy on simple items (vase, curtains, etc.) are reasonable. I had an awful experience with trying to return furniture. After placing the order, they informed me that it would take 4 months for a dining table to arrive, and when I tried to cancel it a couple days later, they said that I couldn't, even though they table wasn't even made yet! This table was thousands of dollars and you'd think that customer service would be a little more understanding.
-
October 2023 by Lauren Fuhrer
In-stock means absolutely nothing. They know how to charge your credit card right away, but their logistics are poor to say the least; extremely slow and uninformative. We are still unable to schedule delivery for a in-stick couch ordered 3 weeks ago.
-
September 2023 by Grace Aaron
I ordered a bed July 22, 2023. Rebecca Downs printed an "estimated delivery window: Aug. 10-Aug. 24." Today is Aug. 29 and there has been neither communication, nor bed.The charge to my credit card posted Aug. 20. I called customer service today and spoke with Courtney. She said it shipped yesterday from Georgia to Raleigh and that Fidelitone should be in touch within a week about delivery. Will West Elm come through? Will Fidelitone call or text? Stay tuned....Sept. 2, 2023For the sake of fairness, Courtney told the truth. Fidelitone contacted me on 8/31. by email and voicemail. They let me choose either 9/1 or 9/2 delivery. I chose 9/2. They kept their word on communicating a 2-hour delivery window. (8:30-10:30am). This morning, René and Eduardo kept their word by calling me 30 mins. from arrival. They really did provide white-glove delivery and set-up arriving at 8:30am. They were polite and professional, and took my old box spring outside for disposal.. The bed is in pristine condition. I am very, very happy with it.
-
August 2023 by Gil V
Multiple issues with this place. Ordered end tables and a customer ottoman. The end tables were constantly delayed (like 9 months). Finally we just cancelled the order and went elsewhere. When we got our ottoman, it was so poorly made (after 7 months wait) that we requested a return/refund. They didnt call back to schedule the pickup, I had to call twice. And then after finally picking it up, a month later they hadn't refunded our card due to an 'error' that their system doesn't notify customers about. We'll never consider this place again.
-
August 2023 by Brad P.
Imagine you bought $1000s of dollars of merchandise from a company over time. Now imagine you purchased Melamine plates and bowls totaling $50. Then imagine, soon after this purchase, you wash your dishwasher safe dishes in a dishwasher and one of the plates in the set cracks. What would you do? What would you expect from the company you purchased the kitchenware?Well, we decided to go back to West Elm to get a replacement for the one plate which most certainly had a manufacturing defect (note after 6 months all the other plates and bowls are fine after repeated washing in aforementioned dishwasher). The plate was likely $5 and would not imagined that a company would push back so hard on such a simple snd reasonable request. This ferocity of refusing to provide base level customer service was first run into in the store manager and ended with phone center staff. Seriously I have never met such a incessantly rude store manager in my life and I hope I never do again. I figured maybe it was a function of a personality defect but after reaching out to the call center, I came to realize it was a West Elm culture thing through and through. But don't take my word for it, see all the other reviews the company has online. Anyway, as they say "buyer beware"!!! And in this case, I'd also say, buyer go elsewhere!!!
-
July 2023 by Nick M.
Horrible company! One of the worst customer service experiences I have been dealing with. If you ok to pay for "in stock " items and wait months after for delivery go ahead... otherwise stay away from all they stores. "Incompetence and lies " - should be name of the company.
-
July 2023 by Peter S
Got email saying it would be delivered on 06/27. It wasn't until I called them 30 minutes when it was supposed to be delivered did they tell me my items would not be delivered for another two weeks. I'm not even mad that my items are late. I'm just annoyed that they didn't reach out or email me about my items being late and wasting my afternoon waiting for them.
-
June 2023 by Juan Rincon
Last Saturday, I visited the store to check some dining tables at this location and I had the pleasure to be attended by Charlotte (Head designer of the store) and her service was exceptional, she was very attentive, knowledgeable and in general it was wonderful to talk to her, also she is bilingual and that make my wife and me feel more comfortable when we asked everything about the their beautiful dining tables. Totally recommend this beautiful store!
