West Elm offers a range of high-quality, original designs for home decor, from mid-century furniture to organic bedding. However, customer experiences vary significantly. Some customers appreciate the store's inviting atmosphere and commend the staff, particularly praising an assistant manager for her exceptional service and deep product knowledge. Customers have found her assistance in making design choices both enjoyable and trustworthy. On the other hand, some reviews highlight serious issues with customer service, particularly regarding delivery problems. One customer faced significant delays with their furniture order, which led to frustration and poor communication from the management team. They described the service as rude and unhelpful, expressing dissatisfaction with the handling of their concerns. A complaint led to expedited shipment for some items, but the initial experience left a negative impression. While the Boulder, CO location is generally well-kept and offers helpful staff, navigating the store can be challenging for some. Customers are encouraged to use the free design service to enhance their shopping experience. Overall, West Elm has the potential to be a great place to find stylish home decor, but the inconsistency in customer service and delivery can detract from the overall experience.
Lucas helped us buy a 9x12 wool rug and was fabulous. He was professional and had a great eye for design. We will be back soon as we are furnishing an empty home. Just a totally wonderful experience .
March 2025
The staff here have the worst customer service I have ever encountered. They are so rude, I'm floored that they work in retail. Awful experience.
August 2024
Customer service needs help. I’ve called 4 times (on different days) and am always put on hold. The salesperson either doesn’t return to my call or I’m asked to call back another time. Also, the only reason I’m trying to reach the store is to return a product that is damaged. It has been a frustrating experience.
