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March 2024 by K R
Didn’t have what I was wanting to check out from their website but the staff was really friendly and did their best to help me locate similar chairs. I’ll be going back as new items pop up.
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February 2024 by Andrew Larsen
The store team was actually very helpful, but as others here have pointed out, the shipping is terrible. We spent about $6,000 and they charged us the delivery fee twice ($250 x2). The products were delivered 3 weeks late and were the wrong furniture initially. They eventually refunded $300 after hours spent explaining the order and asking why it was so late.
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December 2023 by Prashanth Gubbala
Store service is poor. Have been trying to get a chair delivered for over 3 weeks. They have system issues with their delivery company, I was told 2 weeks ago they called the company and would have the chair delivered at latest by Monday. That did not happen. Called today and got a very rude and unhelpful store associate - said they are too busy and can’t say when they will address the issue. Recommend ordering from Room & Board, their service and delivery are great.
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December 2023 by Jenny Waller
VERY poor service. The older lady in the front was very superficial and standoffish. I thought she was pretty bad but then I came across another younger lady with long hair who was even more EH. This was my very first experience at West Elm and I can guarantee that I WILL NOT be returning. Holiday shopping should be jolly and fun, but the staff here totally spoil that experience. GO TO CRATE & BARREL down the street. They are SO MUCH BETTER and MORE PROFESSIONAL.Gift wrapping is non-existent here as well. I purchased several items as gifts and all they did is cover it up with packing paper and slap on packing tape (all wrinkled and crooked). It was very sad looking and there is no way I would gift that to anyone.I hope staff here really read these comments that customers have left and self-reflect on their lack of professionalism.
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December 2023 by Xiao
No in-store pick up option. Obligated to be charged $60 for delivery, and the staff said $60 is DECENT amount ? Promised to deliver as assembled, but arrived in parts. And each chair took 2 hours to assemble - really bad design for user installation. And chairs appeared to be unstable, no matter how we adjusted, though strictly followed the instructions. First time and last time to buy at west elm. Expensive trash.
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November 2023 by R H
Echoing everyone’s terrible experience. Ordered set of dining chairs to the store. Took twice as long to show up. When I picked up, I asked the employee if both of my chairs were there, was told yes. Got home, there was only one and it was damaged. Was told they can order me a replacement and now I have wait until December for them to maybe show up and hopefully not damaged again. This company is not equipped with how to make things right for their customers and it seems they make a lot of mistakes.
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October 2023 by Chris Cheng
Scheduled in home appointment to help design our home basement and got cancelled TWICE. I didn’t even get any cancellation notice for the second cancellation. My recommendations: You either offer the service that you promised to or don’t offer at all. It’s a waste of time on the customer end.
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October 2023 by Yasser Ahmad
Bought a couch November of last year, which came defective. After 6 follow ups, they finally shipped the replacement pieces....to the wrong address. Terrible experience.
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October 2023 by Marilyn W.
If you book an in-home design appointment - don't expect them to actually show up. Or call to let you know. I waited for 15 minutes and called them. I won't be doing business with a company that cares so little about their customers.
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September 2023 by Danielle Hanssen
I ordered a west elm rug for my bedroom. I received an outdoor pottery barn rug instead. I called costumer service and was told that I need to package up the incorrectly shipped rug, print out a label, transport it to a local UPS store and THEN they will ship me the correct rug. It’s been 3 weeks and I still have not received the rug. Absolutely unacceptable. Proceed with caution when ordering from this company.
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August 2023 by Erin Culbertson
I have been in and out of the show room a few times while we decided on two purchases. The staff suggested that we order our items through the store, vs. online. Then if we were to have any issues with our order we could call a real human at the store and not the 800 number for customer service. I'm glad we followed their advice!The Haven Swivel chairs we purchased are amazing. The staff recommended the performance velvet and I'm glad we went with their suggestion - I never would have picked that type of fabric on my own. It is holding up to kids and cat well so far! I'm grateful for the designers in the store.The Table we purchased was less perfect. :/ We needed a small table and while the dimensions were great (as was the durability, color, etc), the legs of the table were such that we couldn't fit 2 chairs on the long side and we needed one short side of the table to sit against a wall (small space!). After living with it for 5 weeks I called the store and asked if we could return it. We loved the table but the chair issue wasn't practical. The manager was very nice and even though we were out of the 30-day return window, they agreed to make the exchange for store credit - an easy yes for us and something they didn't have to do. I doubt that the 800 number for an online purchase would have been able to have that latitude in making the exception.I'm grateful for the design staff, manager, and the showroom so I can check-out finishes and furniture in person. Thanks so much!
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June 2023 by Ali F.
Staff at the store are nice and helpful. They're the only good thing about our first experience with west elm. But I'm giving 1 star because the framework dining chair set was continuously wobbly among many new boxes. Online customer service is trash. I've reached out to them twice to tell them that the product design or packaging has serious flaws but they don't even care to respond. Don't buy the Framework dining chairs, they constantly wobble. I won't be purchasing again from West elm.
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June 2023 by Alex Manso
Never ordering furniture from West Elm / Pottery Barn / Williams-Sonoma again. I ordered a couch from West Elm in Nov'22, and FINALLY received it in Mar'23, but it came without the legs. There are metal pieces on the bottom of the couch so I can't put it on my hardwood or use the couch. Was told the "partial order" team has a 8-12 BUSINESS DAY turn around just to reply to emails which is ridiculous in it's own right. They ordered them after some time and it's now May 26th and I finally received the legs (which should've taken 2 days to get to me after I received the couch, NOT TWO MONTHS). However, I only received HALF of the legs I need, and have contacted customer support again. This is beyond ridiculous. Anyone giving this business 5 stars obviously has only window shopped with no purchases or intent to buy.
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May 2023 by Travis Grizzel
We should have read the reviews before shopping here. Spent $10k in store on "quick ship" items for our bathroom and living room renovation, all of with showed as being delivered within the next week or so. Was told the benefit of working in store with them vs. online is that they'd handle any issues that came up, etc. etc. Days after ordering now we get an email that the "quick ship" items won't be ready until September... It's April. The "custom" items would get here sooner, at least according to their website. Trying to cancel, and of course the store is saying they can't help with that. General customer service is refusing to cancel and says nothing we can do about it. Oh, and all the items that wouldn't ship till September still show online as being delivered in a few weeks. This is extremely deceiving and poor business practice, if not fraudulent.We've now wasted weeks in our remodel process trying to deal with West Elm. We also spend thousands of dollars on specific marble floors in the bathroom to match this specific vanity and set... Beyond livid with this place. Will never shop here again. Hope they go out of business.
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April 2023 by Dale S.
West elm in Bellevue seems to hire people who either don't care or don't know anything.We went in to buy the slope counter stools in grey. They had only one in the store, we needed two, and in the course of 5 minutes the delivery for another one went from 4 weeks to 8 weeks or more! We asked the young sales person (a woman who never gave us her name) how to navigate getting a second one before the summer ended. She didn't care -- and when we asked to see a manager she said the answer would be the same. (the one in the store was on sale, the tag gave the price but she said that was only for the "on floor" model but the tag gave no such notice.)She finally reluctantly called over Seth the manager. While more polite he too, came up empty .So we went to the Seattle West Elm where an employee saved the day. We will review her separately as she was terrific.But moving back to Bellevue, when the Seattle associate solved this, and asked Bellevue to hold the one chair overnight, nothing had been done. The chair was supposed to have a name on it == nope.The Seattle associate was told it'd be held without payment til COB the next day. The manager the next day -- Vicki -- didn't know, didn't care, couldn't find evidence of the hold or the price tag to the sale and only said "well it's good we hadn't sold it yet. " WHAT??I recommend NEVER going to the Bellevue West elm again. I certainly won't. Read my separate review for the wondeful associate at the Seattle store. Where a little creativity and care made all the difference. Now I see why the young un named associate didn't care. Neither did the managers Seth and Vicki..Shame on you!!!Of course if zero were permitted that would be my rating.