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November 2025 by Marcie S
Rubie and the team at West Elm/Williams Sonoma are hands down some of the best customer experience professionals I’ve ever dealt with.
We ordered 3 couches and a bed, and the bed arrived completely wrong - incorrect color and size. I was bummed because we were rebuilding our home after a natural disaster, and finally moving back in after over half a year away, and I couldn’t stomach the thought of sleeping on a mattress on the floor while waiting for a new bed.
Rubie showed sympathy and compassion by helping me navigate the situation. She advocated to WS to leave the incorrect bed in the interim so we had something to sleep on. This small act made all the difference in the world to us.
The new bed was just delivered (and incorrect bed picked up) and I couldn’t be happier. I am beyond grateful to the teams at WE and WS for their amazing support - they truly care about their customers. I cannot recommend them enough. Thank you from the bottom of my heart for making our difficult time, a little less difficult.
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May 2025 by Jose
Done with this company and its group of stores. Buying a plate or small item from the store is no problem since you can pay for it right then and there and take it home with you. The problem becomes ordering something not in stock and having to pay a shipping fee to pick it up in store or an even more exorbitant fee to have it delivered home. The other problem is with their antiquated fulfillment system for larger items such as furniture. Ordered a “made to order” light fixture and it was delivered with missing pieces. Had to call them and they processed a return - but what a hassle. They were also confused about when a couch was supposed to be delivered - their system told them it had been delivered when it’s actually somewhere overseas in China still. Generally everything takes months to get delivered so you’ll likely get your items once they start going on sale online.
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May 2025 by Elyar Samadi
When you walk into a store and walk through it and nobody says without hi or welcome, their online store was amazing though.
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April 2025 by Duncan McAlpine
I recently visited West Elm, and I couldn’t be more impressed! From the moment I walked in, I was greeted warmly by the staff, who were knowledgeable without being pushy. The showroom was beautifully organized, showcasing a wide variety of styles — from modern to classic — and everything looked high-quality and thoughtfully arranged.
What really stood out to me was the attention to detail and the genuine care they showed in helping me find exactly what I was looking for. They patiently answered all my questions and even offered great suggestions based on the look I wanted to achieve in my home. The delivery was fast, and my new furniture arrived in perfect condition.
Everything about my experience was smooth and enjoyable. I highly recommend West Elmto anyone looking for stylish, durable furniture and excellent customer service. I’ll definitely be back for my next home project!
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April 2025 by Erica
Their website says most non-furniture items’ in-store return is free. They took $12 off of my refund, and nowhere in the receipt or during the process of return they stated that. I called the store back, and the staff really had no idea what she was talking about, but she acted like she knew in the beginning and her attitude got rude and dismissive when I asked further questions. She initially said it could be shipping fee (which she thought was wrong after being told that all items I purchased were free shipping) and then said promotional sale or rewards, which were incorrect. Eventually, she admitted she doesn’t know and told me to call the customer service.
The customer service explained “most” items returned for free in-store can mean that some items will need shipping to be paid even if customer walks into store to return them as a restock fee. This wasn’t communicated clearly anywhere, and the lack of transparency is frustrating. Just a heads-up: be careful with returning online purchases and don’t expect all staff to be helpful or informed.
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March 2025 by Omer Faruk Yilmaz
Quality stuff, helpful staff, prices can get stiff
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January 2025 by Victor Gomez
The hours on Google show open til 8pm. We drove all the way to Bellevue ton find they closed at 7pm. Update your hours!!
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December 2024 by nhung ho
Becky Silaban from the store was very kind and patient with us while we shopped around for a couch. Would highly recommend getting a designer consult with her. We didn't end up getting a couch just yet because we wanted to think about the different fabric choices but she gave us swatch samples and did not pressure us to get anything unless we were 100% confident and comfortable with it. Will be going back!
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December 2024 by Mark Hong
Do not buy furniture from this place. Buyer be aware. You may spend thousands and be out of luck. They don't take returns. We tried to cancel even before the delivery took place. What place can't take return before delivery? Might as well buy from a Craigslist. They should say all sales are final some like two bit scamming store. Although we did not make a customer order and a sale rep my our order, William Sonoma and West Elm told us we were lying. Had no idea their customer service was this bad. The store employee try to shift the blame to another store at first then just could not give a care. So, we call customer service line and th rep at William Sonoma was repeated was rude and could not be bothered. Also, the customer rep could not even see that the furniture was ready to be scheduled for delivery. There systems are outdated and primed to fail on customer service. Goto Costco or even Amazon not William Sonoma or West Elm Or Pottery Barn. The image seems to be a reputable store but it clearly is not
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November 2024 by JUNHYUNG SONG
Extremely rude staff. Went there to see sofa. We were really serious to buy one. But, when I asked a staff for a parking validation, she asked a series of question with suspicion. And she suddenly said “The validation is only for our customers. Thank you.”, and gave me the validation in a very dry manner. At the moment, I didn’t realize what she meant, but soon after, I realized that there was nuances. My wife got livid and said “Did she mean we are not her customers?!” So, we immediately left the store without buying anything. The staff who was an old lady didn’t have any sense of customer service and was extremely rude and repelling “customers”.
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November 2024 by Tamanna Mostafa
Pathetic customer service. Not shopping from here anymore.
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October 2024 by Sam Dubasiuk
f you want to have a pain in the butt, this is the place for you. I ordered a brand new dining table that cost over $2k, waited over two months for it, and when it was delivered to me it was damaged, I spent a lot of time negotiating to get it replaced with a new one, and when it was delivered to me new table for the second time, then it was also damaged. So you pay crazy money for a new thing, but it is delivered to you damaged twice in a row. The third time I tried to contact them by email, they just ignored me and stopped responding to my emails. I went to their store to get them to finally replace my table with a new one, and they apologized, fake smiling at me, as usual, and said that the delivery representative would contact me. They did not lie, after 4 weeks the delivery representative contacted me and said that they would not be able to deliver the table to me due to technical problems ??♂️. Emails are not answered again, customers are treated irresponsibly and unprofessionally, so I absolutely do not recommend this store for you. Any other, but not this one!!!
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October 2024 by Swadhin Thakkar
Great modern furniture options. Nishrin at West Elm Bellevue is very helpful!
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July 2024 by Ali Wood
My baby and I were followed by a man from a jewelry store across the street into and around the store. When I called customer service to report it afterwards, they took my name and number down but never called me back. Not comfortable shopping here again.
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July 2024 by Chase Pischedda
Had the best customer service from Ruby at Bellevue and that was the last of the good. 6 weeks later no product, at least 10 promises of delivery. Maybe the same in we will return your call and nothing. I ended up cancelling my whole order as I had no faith they could deliver. So disappointed product looked great shame staff don’t care about customers.would never buy from here again and do not recommend.
