west elm

Most Recent Comments

• April 2024 by Guy Peifer
  I read the horrible reviews and was wary about buying from West Elm, but it had the comfortable dining chairs I wanted and they were on sale. The sales rep was great to deal with and she took me back to the stock room to show me that the quantity of chairs I needed were actually there and still boxed. There's no charge for shipping when the merchandise is on hand in the store, so that was an added bonus in my case. The chairs came two to a box and I was only able to fit one box in my car at a time, so two more trips to the store were needed. I was asked to call ahead and each time I did, someone promptly came to the back door with my order. Additionally, I appreciated having a local store nearby to see the merchandise in person, something not possible to do with online-only sellers. Not sure what my experience will be like with a custom order that requires shipment, but for now, I'm very happy with West Elm.
• January 2024 by J Jacobs
  We visited the store just before the holidays on a Saturday. The staff was open, warm and welcoming! They helped me purchase 2 Phobe chairs that I'm very excited to receive.I've read the reviews here about delivery. I can't speak about the delivery issues, as I was alerted of the long wait. The sales assistant were very clear that it was going to be quite a wait for shipment. They didn't try to sell the product and a bogus delivery date. They were very honest about how long it would take. The staff went above and beyond to help. Even, after my purchase, I had an issue with my email and they still eagerly helped resolve it.My entire experience was a positive one and I would return again! Thank You Charleston West Elm!
• October 2023 by Lori VanSteyn
  We went there for a couch and ended up with a chair and area rug. Very helpful and answered all our questions.
• September 2023 by Joe Nagy
  Ordering a couch from this West Elm location has been the worst furniture buying experience of my life. The staff sells you on the idea of ordering through the store so that they can handle any issues for you...Let me just tell you that it's as silly as it sounds, and they won't do anything.My order was delayed...okay, no problem, things happen...except that the new date was double the original lead-time for the order. I called and was told 3 weeks ago that the item was on the container and would be leaving soon. Then last week I was told that the truck had departed for Georgia...none of these updates were reflected in my own tracking which apparently isn't tied to their convoluted (their word) internal systems. Each time I spoke to someone, they assured me that the November date was incorrect and that they had emailed the necessary parties to get an update from them. Each time I spoke to someone, nobody had responded to the aforementioned emails. A store manager went so far as to agree with me today that this was unprofessional behavior by their workers.I asked a customer service rep to just cancel the order, she told me that it required a special approval. I asked to speak with the person who could give that approval after telling her about the experience I had. She began trying to lecture me about the contract that I agreed to. Companies who point to contractual obligations as they continually drop the ball are a special kind of rotten.Then, when I told the store manager that if they don't cancel my order, that I would just tell my bank to not allow the charge, she "warned" me that I wouldn't be able to buy anything from West Elm or Pottery Barn again.I think I'll live.
• August 2023 by Marion
  Although Charleston is a small store, the teamwork, knowledge and helpfulness of the personnel is large and no less than excellent
• April 2023 by Neil Harty
  Dealing with this place is like your worst nightmare. I’m at the 5th time to get a table delivered and no closer. They’re clueless and could care less. Nobody has a clue. Multiple departments, lengthy delays even though when purchased they said it was in stock, clueless delivery people, phone disconnects and multiple distribution points which shields everyone from accountability. I’m done. AVOID
• April 2023 by Carol H.
  I like this place because they have very nice and quality items. I think they are reasonably priced for some of the high end items.
• March 2023 by Heather Cooper
  Buyer Beware! This store uses a highly unreliable delivery service. They wait until the absolute last minute to cancel your delivery and they reschedule it for months from the original delivery date. For our order, we expected a 1 month wait and it then turned into 3 months. Contacting customer service is pointless. They are rude, disrespectful and offer no explanation. We were told to contact the store to cancel the order if we didn’t want to accept the new delivery date.
• January 2023 by Sam Fleming
  Thanks Daniel, made everything clear and easy to understand for custom order process. Very professional. Highly recommend.
• December 2022 by Nicolas Mazal
  My fiancé and I ordered the Barclay 84" Rectangle Dining Table, Reclaimed Pine ($2,700) on 8/1/22 and at that time it was listed as available. After a month we received an email stating there will be a delay until October. Then another month passes and we get another email stating it’s delayed until November. Then again and again. We contacted West Elm intermittently throughout this time frame and we were assured it was on its way. Finally we get an email in December to schedule our home delivery. Delivery day comes and the tracking link they send states completed, but much to our dismay it’s no where to be found. We call and they said it was never shipped. None of the customer service representatives could explain what was happening. Eventually we get to speak to who claimed to be a manager who stated “I don’t have time for this around the holidays”. We are at a loss on what to do next bc we love the table and don’t want to start the whole process over at this time elsewhere. We’ve already missed having family and friends over for thanksgiving and Christmas because of this and I have nothing positive to say about this company.
• December 2022 by Alice Goodman
  Will never order from West Elm again since they cannot actually deliver their products and you can’t get anyone on the phone or to email you back for a refund! Terrible company as they charge premium prices but do not have quality customer service (actually no customer service at all!) We ordered a large couch from west elm over a month ago and scheduled delivery for 12/12/22. One day before the delivery I checked on the tracking and saw that it no longer had a delivery date, but was asking me to schedule delivery again. We called and were told all parts of our couch were ready to be shipped but hadn’t been “processed yet” and that we should call back in 4 days to reschedule delivery. Since that phone call, we have called West Elm 5 times over the past 2 weeks and waited on hold for 45 minutes each time only to be disconnected after the 45 minute mark. We have also emailed them with no reply. It seems West Elm has a fake customer service line at this point and it feels like a scam to take people’s money and not delivery the product. Crazy that they have such a well known name but such terrible service. Do not order from them!!!! West Elm is basically a scam at this point.
• December 2022 by Denise Rehling
  A company that ‘prides itself on customer service’ and admittedly on the front end listening to your needs and offering design consultation they are very good. After that, once the order is placed, they are a disaster. Delays, bad information, split shipments, etc. Our products sitting on a dock for over a month but took us to call and find it or it would still be sitting there. Then scheduled delivery 7weeks out and day of delivery they cancelled it same day. We know the Product had been in DC for weeks. Now hours on hold trying to resolve it, get someone they can’t help. Ask for supervisor none available, get transferred to another agent and call is dropped. Finally get someone and best available date is another month out (the product is four hours away from us and has been since October). They will happily charge you a premium for their products, you just can’t get it. This will be our last order from them.
• December 2022 by Linda Howard
  I ordered a dining room table and a cabinet. The table was scheduled for delivery in February and the cabinet was scheduled for today. Both had white glove delivery on the order.I waited and waited for the cabinet delivery, but they never showed. I finally called customer service and was told the delivery was cancelled because the warehouse couldn't find the cabinet! No one called or emailed me!! When a person pays nearly $4000 for a table and a small cabinet, one would expect better service! Needless to say, I cancelled the entire order and will NEVER do business with West Elm again! Hopefully, they don't cancel the refund to my checking account! If I could give them zero stars I would!
• December 2022 by Laura Trilles
  I spent over $2500 on two orders from West Elm. I received a defective play kitchen which took over 2 months to get a replacement. I ordered 1 bookcase and 2 kids book cases and paid for white glove delivery. The bookcase was marked delivered but it was never deliver. The smaller kids bookcases were delivered and were both damaged. The shipping boxes were destroyed. I tried to return them and I still haven't received replacements. I still don't know where the other bookcase is. Their customer service awful. I've been hung up on, I've been put on hold and left there for an hour and then I gave up. There is no way to talk to a manager and every agent tells me a different story. They are happy to take your money but then you never get your product.
• December 2022 by Laura T.
  I spent over $2500 on two orders from West Elm. I received a defective play kitchen which took over 2 months to get a replacement. I ordered 1 bookcase and 2 kids book cases and paid for white glove delivery. The bookcase was marked delivered but it was never deliver. The smaller kids bookcases were delivered and were both damaged. The shipping boxes were destroyed. I tried to return them and I still haven't received replacements. I still don't know where the other bookcase is. Their customer service awful. I've been hung up on, I've been put on hold and left there for an hour and then I gave up. There is no way to talk to a manager and every agent tells me a different story. They are happy to take your money but then you never get your product.