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October 2024 by Gabriel Lyon
Just want to make sure every location understands that the sort of service by your corporate ordering/customer service and /Birmingham MI location are stain on the whole brand posting my experience nationally to warn others off this chain.
Ordered a lamp for store delivery, they lost it in the warehouse. Took hours on the phone with customer service to sort it out on multiple days. No additional discount for over a 40 day delay from the original 4 week shipment time, if it shows up when promised... this has not happened yet. Apparently, nothing is an acceptable accommodation. Take your business elsewhere. Wish I read the reviews before I bought from them, you will too.
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October 2024 by Beth Hegland
I’ve unfortunately purchased many things here, from furniture to rugs to small household items. Everything I’ve ever purchased here has had issues. Everything. There’s a reason they don’t include item reviews on their website.
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October 2024 by Laura Sollers
Always great service, and excellent quality home goods.
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July 2024 by Julie Houck
I ordered a custom made sectional couch from West Elm in Denver, CO that within one week had structural damage. The chaise parts have a bend and the seat was slanting within a week. When I questioned our sales person about the customer service reviews she assured me that she would be available to help. She has not available at all! I have been in touch with customer service who say they are willing to help but five weeks later I have not had any attention to address this poorly made couch! Incredibly disappointing. Save your time and money and go to their competitors. I ordered other furniture from other stores that was so much better quality and when there was a problem with a piece of damaged furniture, the furniture medic called and repaired the problem 3 days after the furniture was delivered. Don't order anything custom at West Elm. Their customer service is sorely lacking. They deserve one star, not 2.5.
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July 2024 by KAMILAH GAYLE
I had an amazing experience working with Larissa over the phone!! She made my day by taking the time to look for candleholders that are no longer available and she found them!! She confirmed my shipping info and they are coming to Dallas, TX! Always a pleasure shopping with West Elm :)
Thank you Larissa!!
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June 2024 by Corey L
I waited 2 months for the delivery of an “in-stock” $3000 bed frame from West Elm. When it finally arrived, the “white glove delivery team” that I paid $300 to set up and deliver was unable to assemble the bed because half the pieces were mispacked by the warehouse. They had to take the bed back until they could find the correct parts.
When I called customer service, they informed me there was nothing they could do. I was told to wait 2-4 business days for an answer on the next steps. As a result, I’m currently sleeping on the floor after knee surgery due to the incompetence of this so-called “premium brand.”
Based on other reviews, this seems to be a recurring issue with their warehouse. The delivery team mentioned that the delivery before mine was a mattress with a huge hole in it when unpacked.
This experience has been terrible, and I do not recommend West Elm to anyone.
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June 2024 by E. L. Radner
The folks at the store were perfectly nice and helpful. But the ordered product was a disaster along with regional/national customer service, which was/is horrendous (Dallas office, which includes Colorado). Special-order sofa (expensive) for new home; took a couple months to prepare and deliver. All carefully planned. Arrived defective, without holes for the legs to be screwed into. We could keep it, they said, and they'd send someone over (a "third party") to fix; could take a few weeks. Who knows? They didn't. Unacceptable. We had them take the sofa back, and asked for a refund. (We need a couch now, not in a few months.) Got cut off 4 times with customer service and had to restart with a different person each time. They're still waiting to see if we can "get approval" for a refund; could take over a week just to find out. (The other option they offered was store credit; but why would I want to buy anything from them again?) What kind of company is this? Stay away!!!!!! Jury still out as to whether or not they will honor their product and treat their customers with a modicum of fairness and respect.
Follow-up to the above: even though I had been told that the store folk didn't engage with matters of delivery and subsequent issues we decided to go back to the Denver store where we made the initial order. Kudos to Ruben, the associate manager, who got on the phone and cut through the mess in customer service; and to Megan whom Ruben got us in touch with. The sofa we returned was located, the issue with the legs fixe, and the whole thing redelivered a week later, without trouble. We were satisfied with the conclusion -- though the process was exhausting and frustrating. Again, our thanks to Ruben and Megan.
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June 2024 by Brittney Wilson
i visited west elm’s cherry creek location on the morning of june 5 on a mission to buy an entire patio set. i had already researched online and knew exactly what i wanted and it was around $10k so i wanted to sit on it first. i was never greeted when i walked in. i waited and waited and finally walked around looking for someone. all 3 sales associates were on the phone and not one looked up the entire time. i stood there for awhile and finally one got off the phone, looked directly at me and turned around to go into the office. i was shocked. a simple i will be right with you and i would have stayed and spent a lot of money. instead i left and went to room and board and got a better patio set anyway. i work in sales and i was always taught to help the customer that is in your store before answering the phone. poor customer service cost you guys a big sale.
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May 2024 by Frida
They were raciest
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May 2024 by Mike Anthony
Just trust all the other negative reviews
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April 2024 by Kelly Palmer
Exchange policy is terrible and customer loyalty not a priority. You just lost a customer. Be better.
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April 2024 by Evan Reid
Michael was a huge help in finding a couch. He went through all of the options and went out of his way to make sure we were taken care of.
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April 2024 by Barbara Yondorf
Ordered a table. The table is fine and customer service was good BUT the table is higher than it was advertised as which means I have to find higher non-standard height chairs. Really a pain. COMMENT: I had the exact same problem. I had someone cut down the legs.
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March 2024 by John Brungardt
First of all I ordered online, but since you can't review them online this is the store that is closest to me. I have been in here a few times and the employees are unbelievably rude so one star is a little generous for them too. We ordered a cabinet for our bathroom. It showed up literally destroyed. It was clearly a returned item that had multiple pieces of cardboard used to ship back, still had pieces of cardboard with the original purchasers name on it. Every corner was cracked, the seams were coming apart and it was generally a disaster. To not even take the time to check a returned item and or repack it properly is an absolute disgrace. Not to mention the item itself was clearly cheaply made to begin with even though the price does not reflect that. You can get higher quality items for 50 bucks on Amazon! Steer way clear!
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March 2024 by Ethan Aumann
Ordered a media console and two rugs from West Elm online. Waited two months for delivery. When they arrived, I received three items, but only one of the three was what I ordered. I was sent a coffee table instead of the media console, and one wrong style / model of rug. WHAT A PAIN / JOKE - how does a reputable company not verify the correct items are being sent to a customer?
