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September 2025 by Jodi Dei
This has not been the first time I have dealt with this young man. Was looking for a specific candle that I buy on a regular basis from West Elm. Asked at the front desk and I was told “we have all kinds of candles…”. Basically, find it ion your own.” The new girl at the desk was sent on her way to help me find candles! Young African American guy at counter could have cared less about helping me. What a disappointment. These were not cheap candles ($175 total) I have found this to be the case with the store in the 3rd Ward Milwaukee. I will do my buying online in the future!
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July 2025 by Rachel O'Dwyer
So disappointed! I ordered the Harvey bench months ago and was so excited - when it arrived the color looked NOTHING like the picture or the swatch- I called and unfortunately I’m stuck with it. I had to find a different rug and pillows just to make it look okay in the room.
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June 2025 by Julie Gorsche
Although the pieces are nice and the design service is good, I have been thoroughly dissatisfied with the lack of communication and lack of customer service and follow through. I would not recommend this store. I found the manager Drew to be particularly disappointing.
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May 2025 by Sarah N
I'm overwhelmed trying to furnish my house so I stopped at West Elm today, which I've been meaning to do. I met Albi, who was very helpful and informative! I'm now excited about my buying furniture!
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April 2025 by Emily Batterman
Drew, designer and general manager of this west elm location, is a true GEM. We had a tricky situation where we needed a bed frame that would fit up the narrow staircase of our new home, and Drew walked us through our options for an hour during our design appointment. He discussed with us the options, pros and cons of each, and didn’t rush us into a decision or pressure a sale. He was genuinely there to help. With his guidance and expertise, we picked out a beautiful new bed frame and night stands. I could not be more impressed by the customer service and personal attention. Best furniture buying experience I’ve ever had!!
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March 2025 by Jill P
Beautiful store and extra friendly, helpful staff. Drew went out of his way to answer questions I had and we walked about the store gaining knowledge about different items. Extremely helpful! My husband and I are were so glad we stopped in. What a treat to have this gorgeous store in downtown Milwaukee.
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February 2025 by Kimberly Montonati
Both Drew and Liam are great! They helped my husband and me pick out furniture and decor. They both made the experience fun and were very patient with us!
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January 2025 by Just Call Tom LLC
Nice place. Beautiful items. Did not like the mandatory delivery charge. There is no option for pick up.
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November 2024 by Bob Leffler
Poor quality furniture and they won’t repair or replace. Bought 2 matching chairs, $1000 each, and shortly after 1 year warranty chair fell apart. They don’t make this model anymore so now have to buy 2 replacements. $1000 chair should last 10 years. Won’t do business with W.E. again.
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October 2024 by Stacy (Schaapveld) Ironside
I purchased an expensive "custom" couch and do not recommend West Elm based on their customer service. First, I set up an appointment to work with a designer to make sure I ordered what I wanted and the designer did not show up for the appointment. Fine, we got another designer at the store. They were new and their design system was down on the tablets so I had to help her find the proper couch on their website. After 3 attempts we found the correct one, finalized a few things, and ordered it. After paying for it in full as required, it showed up months later (as expected) and was supposed to have white glove delivery. Well, it was missing two long legs for the middle section so the first installation tech left it on our floor (a few days before a planned party) and told my husband (who stayed home from work for the delivery) that I had approved delivery without the legs. Which is untrue because they did not have my number in their records (only my husband's) and they certainly did not contact me via email regarding any missing legs. So we waited a week or two for a second tech to come with the legs and install them. My husband once again missed work for this delivery and the tech showed up with one leg, not two as needed. So he didn't do anything other than supposedly order the second leg and they agreed that it would get shipped and then we would call to have the installation done so as to not miss more work. More time goes by and we get a leg in the mail but it is the wrong leg. A tiny peg leg instead of the harmony xl leg it should be. So I contact them again and it takes much too long for anyone to respond (I left two phone messages with my number and finally I got a response on my 3rd email which stated I had tried to contact them several times). Then they tell me they have ordered another and will be checking up on it. They check up and have no response internally, no tracking yet, and so ask me to send them more photos of the issue (which have already been included in the previous email discussions) via another ticket generated to resolve this issue. So here I am over a month and several discussions later about my non-functional and expensive couch wondering when I will get the rest of it and wondering how this company has such terrible customer service. I don't trust them at this point as they have their money and apparently that is all they care about. I don't know how as a customer I'm supposed to resolve the issue that they have created but they certainly seem to think that I need to go above and beyond to resolve it for them while leaving me stressed out.
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August 2024 by Angie Rourke
Very disappointed. Sheets were sent back after I asked them to hold, terrible customer service from two people. Very high prices and quality is not above average.
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August 2024 by Susie Murray
Every time I walk into this store, they couldn’t be more helpful! Both managers - Drew & Tron - go above and beyond. Always warm, receptive, and cheerful :)
A SPECIAL shout out to Liam. He couldn’t have been more patient helping me pick out my living room rug! He gave me SPOT ON recommendation(s). Our new rug is perfection!! And, my rug was delivered early. Delivery team: terrific. I’d give this whole process and team a ???!!!
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August 2024 by Jessica Launer
Let me save you the trouble by telling you to NOT purchase the Harmony Modular Sectional. They advertise it as "This modern sectional is all about comfort." & "Pillowy-soft cushions top the boxy silhouette." It is the furthest thing from comfortable, it is actually like sitting on a box; honestly the floor may be more comfortable than this couch.
In addition it was "sold" to us as being incredibly easy to clean {which it is} however, they fail to mention that if you choose to machine wash the cushion covers/pillow covers that you will have 1000 feathers all over your home. {Photos included from just removing the cover off of THREE of the pillows}. However, even without removing the covers we still have feathers that are always coming out or poking you in the face or back depending on how you are sitting/laying on the couch.
If you're thinking... maybe they just got a "lemon" I can assure you we did not as we have friends who also own this couch and have the same issue. If we could afford to buy a new couch this one would have been gone immediately once we noticed all of these above issues.
I apologize that this is on the MKE store page but it is where we purchased it from and West Elm unfortunately doesn't allow for individual product reviews.
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August 2024 by Dave Jacobson
Terrible overall experience. Still waiting for the furniture we ordered 4 months ago. Meanwhile we have been billed for the entire amount of the purchase. Bad communication, and poor customer service. Not recommended.
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June 2024 by Mike Laufer
Excellent quality items!
