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October 2023 by Bradly Hearst
Contrary to other reviewers here, I’ve had great experiences at this location. The SAs really know their product for the most part, and do their best to be helpful. Shoppers in this particular area (Philly metro) tend to be really entitled, so I think the staff have to deal with a lot at that location. I imagine it’s hard to accommodate that kind of rudeness. That aside, we appreciate the designers that helped us order our furniture. It made it a worthwhile experience
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October 2023 by alphabitt
Lazy staff - was in the store for over an hour and nobody working even said hello or offered to help.
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September 2023 by olegario a
Horrible customer service and I was the only person at the store so not like they were busy. I was completely ignored.
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September 2023 by Chris Devlin
Horrible customer service. Repeated issues with getting orders on time, orders being delivered incomplete or just delivering the completely wrong item. Have wasted hours on the phone with their "customer service" and the response is always "call back and talk to someone else; it will take us 3-5 business days to process this correction or refund". Complete waste of time and money, save yourself the headache and shop elsewhere.
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August 2023 by Katie Feeley
Staff were not very helpful. There were plenty around, they were just talking to each other, so I had to go get someone to help.If you're going to try a mattress (which we were, because Leesa lists them as a place you can try before you buy one), don't bother. You can't actually try them, just look at them and squish it with your hand. They're just for display purposes, which is not helpful. (I also partially blame Leesa for this because their website said we could try their mattress at West Elm.)The other pieces we looked at felt cheap. Hard pass.
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June 2023 by Joanna K
I ordered the Andes 3-Piece sectional in-store at the beginning of February 2023. Estimated delivery was end of March. By April, I still haven't received a delivery update so I call customer service every week for almost a month to get an update and I'm told that they're still waiting for the corner piece and that it should arrive at the warehouse any day now.Okay, I wait patiently. A fews days weeks later, I get a notification that my delivery is ready to be scheduled. Yippie! Not so fast... They deliver only 2/3rds of my sectional and guess what? The corner piece is missing! On top of that, the ottoman has a giant lump in the middle that's highly visible and not comfortable.Well, this is a complete surprise because it was never communicated to me that I wasn't getting an entire couch that I paid full price for ($4000 + tax and shipping) up front. I call customer service again. They keep transferring me to delivery scheduling for some odd reason. When I finally get a hold of someone, they tell me they lost the corner piece. They have to reorder it, but it's on backorder and won't be delivered until August 2023 (which really means October or December 2023.)I tell them to cancel the entire order, refund me and pick up the incomplete sectional that was delivered because I did not receive what I had paid for and I don't want to wait until the end of the year. Customer Service rep tells me they have to clear it first with their vendor overseas before they can cancel the order. Um... okay, but that's not the customer's problem is it? After they refused to help me, I finally called my credit card company and filed a chargeback to dispute the charge. I'm now stuck with a lumpy incomplete sectional and still waiting for a resolution with the CC company.I would NOT ORDER furniture from this company again! This experience has caused me and my husband more stress, headache and time than is necessary. They aren't truthful about their lead times and love giving customers the runaround. I'm so fed up with West Elm and their shady business practices. It's 2023 and these companies need to do better.
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June 2023 by Stacy Schott
The vanity top that I ordered in January 2023 arrived cracked in 3 pieces I noticed it in when I unpacked it in February for my bathroom renovation. I called immediately for a replacement and the tentative delivery date was now in March It’s now May 13 and I’m still waiting for my vanity top. I only have one bathroom and I am currently using a piece of plywood for my vanity top. Customer service is friendly but unhelpful as they only offered me a refund The vanity is already installed so that is not an option unless I have someone come out and carve a piece of marble to match the vanity base. No offers of compensation for the $200 white glove service. This is unacceptable
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June 2023 by Prashant Pushkarna
Great stuff. Expensive. No staff to attend you or tend to your questions.
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April 2023 by DGR
No customer service whoever. I walk thru this store every so often and the only person I see is the half asleep security guard at the door. Never been asked if I needed help. I only use the store to see what’s available and the quality before I place the order online. Great to use as a showroom but I wouldn’t buy there. Don’t want to give credit to a salesperson for not helping me.
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November 2022 by Michael Ibrahim
Worst customer service. Will never use again. My chair broke and after spending a total of 15k they have nothing to do with you after 30days. Terrible quality. Never again.
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October 2022 by K M
They lie like a rug about their delivery times. Their excuse for these 2 years has been covid but if you look back years ago at reviews, it's the same thing! I guess great furniture but who could know, still waiting on it.
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September 2022 by Michael McCabe
Purchased Eddie sofa from them over a year ago. Our dog ruined one of the cushions and they refused to sell us a new one or help us out whatsoever in fixing the broken cushion despite the fact that they still sell the sofa.
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August 2022 by Aubrey Deon
I wish I could give 0 stars. the worst possible experience with customer service who blatantly lie. DO NOT ORDER FROM WEST ELM you will waste your time, money, and still not receive your order!ordered a couch to be delivered. when the truck arrived they said the couch was not on the truck. delivery man said his manager would call me - after several hours I decided to call them (waited an hour on hold). they said the earliest i could get it would be in 4 days. They then said it could be delivered in 2 days. I got a confirmation email and time of delivery. I took off work yet again! and the delivery was cancelled (I did not receive a call or any notice). When I called to complain they admitted that the couch had never been located (why did they allow me to schedule delivery???) and that it would be located in 72 business hours. After some more calls, another "supervisor" admitted that the "72 hour" statement is a lie that they tell everyone and it may be much longer before they even know if they have the couch.Will most likely be canceling this order because I don't know how many more days I can take off to see if they follow through - can I trust this deceitful company to actually give me a refund???
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May 2022 by Kaitlin Dirkx
I purchased their Urban sectional for $5,000+ in January of 2021. This is the most money I have ever spent on a piece of furniture, and so I expected it to last quite some time.Because of supply-chain issues, the sofa was delivered in May of 2021. This is a second sofa in our home and we do not have children, so it only gets about an hour of use a day. However, after only about 5 months of use, the seams on the cushion covers just started unraveling for no apparent reason. I turned the cushions around and covered the sofa with blankets in an attempt to keep the problem from getting worse, but I now have huge, foot-long open seams on all of the covers for my cushions, after less than a year of use.When I called customer service, after hours trying to get through to a person, I was very rudely told to "just get it repaired" and that they would not be assisting with the repair whatsoever. This company sells low-quality products for extremely inflated prices, and they do not stand by their custom-made furniture at all. Such a frustrating waste of time and money, I could have purchased a much higher quality product for a fraction of the price.
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March 2022 by Geoffrey Sibel
After promising us a delivery within 3-5 weeks (if we were taking the recommended color), we took a credit card to order a sofa. The delivery updated to 16 weeks as soon as the credit card was approved and the payment accepted.Nobody in the store was able to offer any help or explanation about this “very strange issue”. The manager refused to even waive the delivery fee for us or give us a voucher or a discount on future purchases.A quick googling shows this “very strange issue” happens all the time and west elm is famous for it.We decided to cancel the order, but our credit score took the hit of a new credit card request for nothing.