-
November 2024 by ray de guzman
I found the customer service very minimal. No one greeted me, not even a friendly smile. I was looking for a dresser and nightstand. A male customer salesperson saw me looking but decided to ignore me instead. Then, he walked away from me when he saw me about to approach him for help. I saw 3 other female salespeople having a personal conversation behind the counter. This place is so cold. No wonder there's been so many complaints about this store. You have lost my business as a potential customer and will tell my friends and family not to shop here too.
-
November 2024 by andrea trifunovits
Careful, kind and efficient looking service until you pay then they become uninterested and rude. I bought a rug which was not delivered by the date indicated at the time of purchase. I was given a new delivery slot , then a new one, then a new one....nobody is capable of giving any explanation. Calling the costumer service, they are trying really hard to help me but clearly don't have the tools to find out what went wrong what will happen and what I should do. Going back to the shop the sales assistants are clearly uninterested, prefer focusing on new clients (victims).
-
November 2024 by eva y
Don't buy a bed from here unless you wanna wait for 5 months and receive a wrong and damaged headboard. All they do is to make you wait and wait and you'll be bedless for Christmas.
Worst of worst.
Do everybody a favour and just close this store.
-
November 2024 by Jenna Noble
Do you want to wait 8 weeks to get your items? Do you hope when you order something, you get half of it? Then buy from West Elm! I ordered 2 bedside tables Sept. 3. Received 1 table on Oct. 3rd, after having to contact customer service. It is now October 25, I still have just 1 table. After 4 conversations with customer service, today they realized they only placed a request to replace ONE TABLE!!!
-
October 2024 by Rachel E. Ross
The staff didn’t seem to know much about their products and just ended up reading off the info that’s on their websites. The man I spoke to even seemed a bit condescending and brusque when I tried to ask for more details. Gives off the vibe that they’re dancing around the (potentially poor) quality of their furniture.
-
October 2024 by Jinlin Liu
0/5. The worst furnitures store in Canada. We bought quite a few furniture from this store, but with no warranty at all. One of the pendant light was broken after 1 year, but they do not provide any customer service. No customer service email, even trying to connect on social media but got no reply. They don’t care about customer service at all. Once the item is sold, that’s it.
-
October 2024 by Courtney Barton
A lovely Aussie man on staff took special care in educating us on materials, and artisanal craft used throughout the store last night. The housewares I purchased now feel extra special. All other staff were friendly and helpful. Great experience! We’ll make a point of coming down from Squamish in the future.
-
October 2024 by Jerry L
6 months of waiting for a couch??
-
September 2024 by Rose Rose
I've had so many problems with products and customer service. Not worth it.
-
August 2024 by Ryan Nosworthy
Spent $1200 on the, Industrial Storage Entry Cabinet, which is promoted as "Contract Grade, so it's built to last." Well not even 2 years later it developed an unsightly crack down the middle. Called customer service and they would not take responsibility, instead referred me somewhere to fix on my dollar. Thanks a lot West Elm!
-
August 2024 by William Lee
Purchase a chair labeled as a 2 pack here for $199. (all of the tag, receipt, and inventory system stated so) Asked where the 2nd chair was and the staff member looked around and said there’s no 2nd chair. I liked it enough and paid the price for it anyway.
2 days later I come into the store and I see the 2nd chair sitting on a shelf with NO LABEL. Asked the assistant manager, Maggie, what happened. Instead of helping me resolve this, she went on to make every excuse instead of acknowledging their fault and rectifying the mistake.
After I finally got her to understand, she said she couldn’t do anything and forwarded the situation to the manager. Who also insist that they’re not at fault and that I should purchase the 2nd chair at additional cost.
As someone who worked retail extensively, I was completely shocked by the lack of reason, care, and professionalism by this store. The poor reviews are accurate and you should avoid doing business with this store at all costs.
-
August 2024 by kerri kroell
Worst customer service on aug 10. Picked out pillows and blanket. They had to call for packaged pillow cases from
Stock. Judy ordered them up from downstairs and after 10 mins we decided to package the floor samples up, as we are from Vancouver island and we’re on time constraints. However we continued to look around and wait and see if the new covers arrived on the floor because for $75/each we wanted “new” not particularly floor samples. After 25minutes, Judy was overheard saying that she couldn’t believe the pillows never came upstairs yet, to which I agreed and stated that we only had 10 mins left before we had to leave. (I was sitting on the other side of the store when I responded to her as I could hear the conversation). We did call Judy after we left and she accused me of yelling across the store, which I didn’t. My friend who made the purchase is an interior designer and said she will never recommend this store to anyone. It was the worst service ever!!
-
July 2024 by Start Liu
Great staff. They are all very friendly and patient. Great designer’s furniture. will definitely return and recommend to friends.
-
July 2024 by T. W
We had high hopes for West Elm but our recent encounter with them was nothing short of a disaster. We ordered a couple of stools and after weeks of waiting and multiple inquiries later, we were informed that the item was lost in shipment and now mysteriously out of stock.
We then pursued a refund. This process, unsurprisingly, was entirely our shoulders with zero initiative or accountability on their end. The lack of communication and accountability from West Elm has left us with no furniture and regret for ever giving them a chance despite preexisting reviews/reputation.
-
June 2024 by Frances Lyle
Both my daughter and I bought a significant amount of furniture from West elm.My order qualified for “concierge service” and hers did not. Consequently the post sale process was more or less efficient in my case, but a nightmare in hers. They don’t make it clear that all your furniture will be held until the last piece is delivered to a warehouse . The “Track your Order” information, which I originally considered very helpful, turns out to have no relationship to reality. No one in customer service sees the same thing you do on the website, nor can they tell you exactly where your furniture is or the progress of the delivery. We requested a change of address 2 days after placing the order but 6 weeks and 10 phone calls later the website continues to show the wrong delivery address. Each time we have called to request that the address be changed we are promised an update as well as a callback confirmation, neither of which has yet occurred. West Elm has nice things, but in the future I will limit my purchases to what I can carry out of the store.