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April 2024 by Anne-Lee Gilder
This is a beautiful store with an excellent selection and exceptional customer service. Lexi went out of her way to help us find the right couch and chair and coordinated with a third-party delivery service because my address is outside the service area. Lexi is very knowledgeable, friendly, patient, and just amazing. I would give her ten stars if I could!
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March 2024 by Sayed Ahmad Nizami
The customer support experience was incredibly disappointing. I placed an order over the phone with one of their designers, providing the correct mailing address. However, upon receiving confirmation, I realized the address was entered incorrectly. When I contacted them to rectify the mistake before the item was shipped by UPS, they refused to provide assistance. Not only did they deny support, but the attitude of their customer care representatives was also rude.
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March 2024 by Rohit Guru
I reached out for design help, had a round of conversation with the designer and since then there hasn’t been any response back. I tried reaching out over emails and over phone without any success. My worst experience from this store. It’s seems WestElm markets about design services but they don’t have capacity or interest to provide any design services. I’m sorry WestElm teamAfter I reached to their corporate support. I was contacted by their DC metro area head. Even if their DC head spoke to the store, I still waiting on a response back from the designer on when I can expect a design back. All I can tell it’s the same behavior- no response back. This is the most frustrating experience I’ve experienced. Never ever trust this store. I lost 1 month.Stay away from this store
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February 2024 by Adam Kelinsky
Extremely rude staff...do not waste your time.
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February 2024 by Sheeza Khan
For such a “high end brand” and their items ridiculously expensive, their customer service is very bad! After placing order you can just forget about your purchase. Following up with their sales reps or customer service is a nightmare. They have absolutely no idea where your purchase is, how long will it take and don’t have the slightest idea what’s going on their side of the world!!! lolIf their furniture was cheaper, I would say, be patient and maybe wait it out. But they are charging us top dollar for something you can get at other stores for cheaper the price if not the same and her far better service !
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December 2023 by Redd Lo
I have been shopping at West Elm for a few years, most purchases were without incident however my last purchase of the Harris reversible sectional sofa was incredibly problematic. The sofa arrived with cushions which were unbalanced, made me feel like I was sinking in at the backside of the sofa. While they did send someone to come out to evaluate it, they concluded the cushions were improperly filled and not so promptly sent new cushions which I then had to insert into the covers myself. After paying for a product which should have arrived ready to use, I had to employ help with stuffing the replacement cushions into the covers, an added expense and inconvenience. Still there remains this sinking feeling, the ottoman may be a problem as well, as the chaise portion doesn’t sit flat or even. At the end of the day, I would not recommend this product and I caution against purchasing large pieces of furniture from West Elm, from quality control to delivery, it’s been awfully problematic and I’m completely dissatisfied and there has been no response from customer service. Returning custom furniture is not an option so I suggest you buy elsewhere!!! The furniture maker is not reliable nor do they stand by their products.
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October 2023 by Amina Amjed
Probably one of the worst customer service experiences. We placed an order for sofas back in June and its now October, we are still waiting! They had no idea what was going on with our order when I called two months into this mess. The person I spoke to over the phone was as clueless as the day she was born! All I got was “umm let me check”. For such a high end brand this is such poor service!Even now we are waiting for delivery of our sofas. Which keeps getting delayed for one reason or another. We had to call the shipping warehouse ourself after finding out that our sofas had been sitting there for over two weeks because West Elm’s computers couldn’t generate the shipping labels. What does that even mean? So so disappointed. Will not be making any future purchases from here.
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September 2023 by Matthew Bloom
tl;dr only buy from this store if you absolutely have to and only buy from West Elm if you absolutely have toI was shopping for a bed frame and didn't want to spend Pottery Barn $$$ so I thought West Elm would be a good choice. The sales person (who was nice and knowledgable) recommended that I purchase from the store instead of online because if I had a problem "you could just call us instead of the 800 number." Made sense to me so I purchased through the store.That was 5 months ago, and my bed finally just got delivered on the 3rd attempt. Initially after 2 months the bed was ready to ship so the delivery company called me and stated they couldn't deliver because one of the items was damaged during shipment. I called this West Elm store and was promptly told to call the 800 number and they couldn't help me. The 800 number also wasn't helpful, so I called the store back. It took several calls and over two weeks to get the store manager to assist me.During those 2 weeks the delivery company tried to deliver the bed again, still with the damaged item. I got put in touch with "elevated customer support" at corporate West Elm after the store manager finally got in touch with me...and it took them two more months to order a replacement bed (which took another 6 weeks to be made).Overall I had a terrible experience with this store, these employees, the store manager, corporate West Elm, and the delivery company. Would highly recommend you shop at a different furniture company or if you must buy from West Elm, just use the website (and BEWARE).
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July 2023 by Zachary
The furniture is wonderful and the staff are very kind, but I experienced one of the worst (if not THE worst) series of delays on my table delivery that I could have possibly imagined. It took nearly 6-months PAST my promised delivery date for my table and chairs to arrive. I had purchased these for my new apartment across the street, and by the time they arrived my lease was halfway over. What made matters worse was the fact that nobody could provide a clear answer as to when things would arrive, despite repeatedly following up and asking for status updates. I was given endless promises that my furniture was "about to be delivered" or would "arrive this weekend" etc. Overall, it was a very stressful experience despite loving the furniture when it eventually did arrive.
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July 2023 by Baban Faraj
Excellent customer service!!Kevin was very helpful and friendly.
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June 2023 by Carmen M.
WARNING!!!!! Read these reviews before purchasing furniture from West Elm Mosaic. We just moved into a new home and had to purchase a dining table and chairs. I specifically explained my situation that we needed items in June, not later and worked with the salesperson to find items with quick delivery. I paid the full amount and they of course take your money immediately out of your bank account! Days closer to delivery, I call to confirm date and time and they tell me they don't have the base of the table, just the top. They don't know when they can deliver ... MAYBE sometime in July. These people have no respect for the prices they charge! What do you mean "maybe sometime in July"? How are you so flippant? So I cancel the order. The salesperson, Kevin Perez says he cancelled my order and days later I discover he only cancelled the chairs. It's a bloody cluster. I've been on the phone for 3 days trying to get my money back. Plus they are not refunding the delivery fees because I cancelled. They had half a damn table and indicated they won't deliver this week. I kid you not! Just don't bother! Their furniture looks good and it ends there. Customer service and follow through sucks! Read reviews people.
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June 2023 by Jen I.
HORRIFIC customer service. They try to give you "good customer service", starting out what looks like "going above and beyond" but in the end, fail - lackluster service. KEVIN is the worst manager I've ever had to deal with.He stopped responding to emails just because he got annoyed when he said he'd help out. If I could give this store -2 stars, I would. Kevin gets a -99.Worthless manager ever.The employees there know NOTHING. I knew more than them... quite sad.
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April 2023 by Claudia Andrea Montecinos
As soon as I walked through the door to my designer’s appointment on early April, I had the worst customer service experience ever. Christine McCole was rude and disrespectful from the minute we start talking. It was so bad, that Associate Manager Rob Moore had to jump in. I ended up buying a bed and a dining table, something I regret since I’m now dealing with lack of customer service (again), delays, and the same horrible attitude but now over the phone. Nobody cares at West Elm. I have a whole house to furnish and will go somewhere else for sure. Don’t buy here!
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April 2023 by Fred T.
My name is Lito Torres.I purchased at the West Elm store an Axel 2 piece leather chaise sofa last Nov 2022 in the amount of $ 4,088. I paid using a combination of West Elm credit card thru Capital one in the amount of $3000, and the balance using my Discover card by purchasing a West elm gift card which in turn was used to pay $1088.The sofa finally arrived last March 28, 2023 after waiting for 4 months and 3 delivery postponements. When the sofa was delivered, the cushion was ripped (box knife cut). Why did that happen? Where was quality control? Also it was not the color I wanted. So disappointed .I spoke with Sandra (West Elm VIP customer rep - very nice lady) by phone about the problem, and after some discussion, I decided to return the sofa for full refund. I just got my credit card refund of $3000 today as well and the e-gift card for $1,088. Ms Sandra told me to ask the West Elm store where I bought the sofa to get the cash refund of for the west elm gift card of $1,088.I went to the West Elm store today April 10 at the Mosaic district in Merrifield, VA around 3pm. There were no people in the store except for two workers at the register. I spoke with those 2 people and told them what happened from the beginning. I told them I need to get the money back from the gift card because I want to buy at some other stores like Haverty's or Hamilton stores which do not honor West Elm gift cards. They said NO to getting cash back for the gift card. They said it is store policy. I told themno one told me in November that the west elm gift card can not be exchanged for credit to my discover card. How come they allow the use of my discover card to buy the west elm gift card to buy the sofa and now that the product is returned , they can't return my money back so I can use it somewhere else. The two persons at the register acted like they are sorry but their tone and demeanor said otherwise. Pretty appalling. They could not care less, no empathy, for what I've gone through the past 4 months. They make me sick.I only went to West Elm because my sister, sister in law and a co worker recommended the store to me. They said their product and service are top notch. Several notches above the rest. Oh well, with my experience I beg to completely disagree. I prefer to deal with folks at Target or even Walmart for better store customer service. West Elm is so overrated. High price for obnoxious store service, after you spend thousands of hard earned money. Never will I go back to West Elm. I would now think the same with the sister stores like William Sonoma, Pottery Barn, Mark and Graham. All over rated. Suppose to be high level product, but with obnoxious store customer service, that's not for me. I will spend my thousands somewhere else where they will treat me with empathy. I will tell everyone about this horrible experience.Just thinking about those two store folks really make me sick.Lito Torres
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April 2023 by Nicholas C
DO NOT SHOP HERE. We ordered a sectional in November that said it would be delivered early January. Early January, they only delivered the chaise part of the sectional and stated the rest of the couch was backordered until an unknown date. Through months of correspondence we were told our couch would be ready to ship mid march. Mid march we call and they say the couch is not available and not being made anymore. When I asked for a full refund (after waiting over 4 months for the couch) they tried to say I cannot recoup the $300 shipping charge because it is non-refundable even though neither the warehouse or us received the couch. Absolutely horrific customer service experience and I will never shop with this company ever again. Avoid at all costs.
