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April 2024 by Buena Joshi
My friend ordered a couch and love seat from you and the wrong color was delivered! She was refused in having you retrieve the furniture and is stuck with a color she does not want! Who does that??? I will never order from you and will pass the info on to other potential customers!!!
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February 2024 by Levi West (W&BM)
Feels comfortable. Not sure yet if it's the direction of what I am looking for yet but staff is nice and helpful and is comfortable to just shop around.
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February 2024 by Andrea Stowell
We purchased the 65" Urban Sofa on 11/10/23, and it arrived on 01/27/24 (within the original estimated delivery window). We were notified that it would be delayed one month in December, but we still got it on time. I was super pleased to be able to schedule a delivery date the same week we got the email that it arrived in Kent. Their third-party delivery service through Ryder was a bit disappointing compared to other white-glove deliveries we've had, but not a huge deal.So far, we love this couch and would highly recommend it!
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February 2024 by Christopher Pxttx
I just moved from Manhattan and this location blows the DOORS OFF of what we had in Columbus Circle. Great team, friendly, helpful, and I just felt appreciated. The atmosphere helps you feel 'creative'.
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January 2024 by Jessie Chiem
Austin was such a pleasure to work with - amazing customer service and experience. I had a complicated order due to shipment issues with my table, and Austin was able to quickly rectify the situation. He really saved the day and my experience with the brand.Thank you, Austin!
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January 2024 by Ann Derise
Jym was amazing!!!
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November 2023 by Vera Yan
We had a very negative experience with this store, especially the one of the staff, Angelica Hill.We ordered a bed frame in store on Saturday and scheduled a Sunday pick up. Our car does not fit the bed, so we booked a Lugg in-store pick up. Lugg arrived on time, but waited 57 minutes in the loading zone for the store to get the bed to them. which caused an extra $120 on delivery fee as they charge by minute.I found the waiting time is too long and called in. The store staff, Angelica was very defensive the whole time, and tried to blame this issue first on me and then on Lugg. She didn't try to resolve the issue but blaming others, given that it took them 57 min to get a simple bed frame ready for pick up.I would never get help from Angelica ever again. Please steer away from this store that obviously does not care about their customer experience at all.
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October 2023 by Navya Prakash
At the moment of posting this review, I am yet to receive this order. It’s currently scheduled to be delivered in few days. So this review is not about west elm products, but about the store, specifically the store manager Austin. He went above and beyond to help us. He is fantastic and genuinely cares about his customers. If you were to place order with this store rather than online, rest be assured that they will try their best to rectify.
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October 2023 by Navya P.
At the moment of posting this review, I am yet to receive this order. It's currently scheduled to be delivered in few days. So this review is not about west elm products, but about the store, specifically the store manager Austin. He went above and beyond to help us. He is fantastic and genuinely cares about his customers. If you were to place order with this store rather than online, rest be assured that they will try their best to rectify.
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September 2023 by Jack Chan
I went in person and the sales rep was extremely short and rude when we had questions about their sale and during the checkout process. I called in later that day to check on another item with a different sales rep, who was also rude. If you wanna get snapped at and hung up on, this is the store for you!
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August 2023 by Ronin Cunningham
Delivered defective item, never came to pick it up for the return (as promised by support). Also, add 1 month to your estimated delivery time frame. 1 star because the people in store are nice.
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July 2023 by Lauren F.
The employees are great, I recommend this store and have always have good experiences.
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June 2023 by Eric Clark
Don’t pay the astronomical price for white glove service and just pay the regular delivery fee (which is also hundreds) to which you have to assemble the furniture yourself. They won’t let you add to your order- even if you spent $4k and wanted to add another $1300 to it. They also deliver your items in separate shipments. When you do finally receive the large portion of the order, it’s always a struggle to have the team put the prior shipments (all placed on one order) together (the white glove service that’s paid and promised). I remember having issues with west elm years ago to which they do not help remedy or make the situation right. This process once more proved I would rather spend my money elsewhere- which is a shame because I like the furniture.
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June 2023 by Kavosh Asadi
I wanted to return an item, but they couldn’t help me. Allegedly they could not find the transaction on their system. Fine, but that’s not even my main issue: There is a guy in there with tons of tattoos who is super grumpy as rock. The dude definitely needed a 101 course on customer care! I feel bad for the rest of their staff who need to endure this brilliant personality. Avoid him at all cost.
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June 2023 by Andrea Yen-Duncan
Our contract grade Lucia chair broke after only being lightly used for a year. The welded part of the metal mounting bracket broke. West Elm said their quality assurance is for one year only. They won’t replace the chair and do not have any replacement mounting bracket for the chair. We were being told to find a local furniture store to fix the chair ourselves LOL. This chair is over $1k after tax and the ridiculous delivery charge; yet it falls apart faster than any IKEA furniture. It’s absurd and frustrating that this is acceptable to West Elm. If you are thinking about buying their chairs/furniture, think again.
