-
September 2023 by Misses Lyrics
had a great experience in this location last week! friendly staff and a cool interiors and merchandise!
-
August 2023 by Andrea N.
As part of a multi-item order, I ordered an in-stock bed that took 2 months longer than expected to arrive. I paid for the white glove delivery and set up as well. The delivery team was great; they were efficient and courteous. However, parts of the bed were missing including the hardware and the legs. We called to the store (Pinecrest) to inquire about the missing pieces. The retail sales people acted like they couldn't be bothered. The store manager was rude, both over the phone and in person. Had to call the corporate office to get any help. So disappointed at the lack of professionalism and customer service with West Elm Pinecrest. Sadly, will not be buying from them again.
-
July 2023 by Diane Singer
We ordered a rug almost 10 weeks ago. I cannot get anyone either at the customer service number OR the store to tell me when it will arrive. The delivery date has been changed multiple times. TERRIBLE customer service.
-
June 2023 by Cinthia Paraizo
I do not recommend this retail at all! I bought a pendant in March and they delivered only one part and after waiting for so long to receive the other one I decided to return the piece I had delivered and they never send me my money back. I’ve called multiple times and still waiting for a resolution.
-
June 2023 by Chris
The staff were helpful, but the couches we were looking for were not on the sales floor. We cannot buy a couch we can't try out.
-
January 2023 by Sarah Moore
Awesome store and excellent customer service. The employees who work here truly care about your business and are always there to help. A lot of the comments referring to order issues on here seem logistical which isn't an accurate reflection of this actual store. I personally love all of my furniture and it's great quality. Will definitely be buying more in the future.
-
January 2023 by Eric Talkar
Will never purchase furniture from West Elm ever again. I would give 0 stars if I could.My wife and I took a chance on this company a second time by purchasing the Emmet bed frame. After months of waiting, it arrived with a significant amount of defects, ranging from tears in the linen, stains, a huge burn hole, scratches in the drawers, and an entirely broken drawer. It honestly looks as though they gave us someone else's used and abused bed.Before this we had ordered a sofa which arrived with a broken seat that lacked any support whatsoever.West Elm clearly lacks any quality assurance and has no business charging such outrageous prices.DO NOT BUY FURNITURE FROM THEM.
-
November 2022 by Neelima R.
so disappointed in west elm . had a sale item in my cart that was paid for . the transaction didn't go through for some reason and the store wouldn't honor my sales price . customer service was so rude to me today . guess I'm not shopping there anymore
-
October 2022 by Mackenzie Dunn
Will never buy with West Elm or any of the other partnering Williams Sonoma Companies. I purchased a couch that was structurally defective, which they totally replaced and less than 4 months later the second couch structurally broke. They offered to send a 3rd sofa but we were not interested as it was clearly poorly made. They said they would fully refund the couch after we returned the sofa to them. The sofa was scheduled to be picked up 3 days after our complaint. It has been 3 months and we have called the company over 13 times and no refund. We just started working through the better business bureau - which Williams Sonoma replied to and lied to them saying they spoke with me and are working on a refund check. I will be pursuing legal action soon if this isn’t resolved utilizing the BBB, because what they are doing is illegal. Not worth the money. Go shop somewhere else.
-
October 2022 by Savannah Mills
Have been waiting for the table I ordered for months now! Ordered it mid-August, it was supposed to be delivered in late August but now it’s mid-October and it still hasn’t arrived. Customer service is the worst, they provide no information on why the delivery date keeps getting pushed back.
-
September 2022 by Jim Sulecki
Absolutely awful. Do not even kid yourself into thinking you're doing business with a normal furniture retailer. We ordered a table and bench for in-store delivery for which they (naturally) immediately took our money via credit card, then we waited three weeks as the status languished in "ordered."Then:- Called the store, they said they'd look into it -- no response- Called the store again, they said they'd look into it -- no response- Sent an email to national customer service -- no responseAfter 32 days of these hijinks, we called the store and said never mind, cancel our order, refund our money. Their response:- Have to talk to the manager -- he'll be in in a few hours- Oh, no, he won't be in today, he'll be in tomorrow- Back to national customer service number -- why are you "returning"? We're not returning -- we want our money back- They will refund our account -- AFTER 3-5 BUSINESS DAYSNext stop the Better Business Bureau and possibly a stop on our credit card.Stay away from West Elm! They'll soon be out of business away.
-
July 2022 by Doales Umbridge
Terrible experience. Ordered a kitchen table back in May and when it first arrived it was cracked completely. Then after I called a few weeks later and they said it would arrive in July. Now they say August. What is going on? I can’t even get a refund. Don’t recommend going to this store at all!
-
July 2022 by Leah Tomeselli
Ordered furniture June 8. Still haven't received it when online it said "in stock and ready to ship" if you go on the website it still says in stock 1-2 week shipment. Such a scam. and no one can help you when you call customer service!
-
June 2022 by Barry Jacobson
I ordered a simple bookshelf which was, and still is, in stock. First they delivered an item that was no where even close to what I ordered. Then i had to wait another 3 weeks. Now they are saying I have to wait and additional 3 weeks (not sure i believe it) for an item that is still in stock. This is my first experience with West Elm and will be my last. I would understand more if it was out of stock but 10-12 weeks to get an in stock item?? Not sure how anyone would stay in business with service like that.
-
May 2022 by Andrew Newsome
Buyer beware!!! Despite what they say you will not receive your furniture. Item was back ordered indefinitely. I could not receive a cancellation from West End due to their business model of having the vendor reach out to customers with cancelation (which never occurred). This was my first experience with this brand and it will be my last.
