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September 2024 by T
This store needs major help when it comes to customer service. The women stand around the store, up front and will not acknowledge you!
I went into the store on 9.21.24 and had to get someone to assist me but they had at least 5 to 6 employees up front and some were not doing anything. Sometimes the women barely know what they are doing when it comes to the products that they sell.
Learn customer service ladies!
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July 2024 by Jayne Hildebrand
Purchased bedding online. Shipping took forever. Color isn't even close to what it looked like online and the quality is absolutely terrible. Unfortunately the items were clearance so not returnable. I will not purchase from them again.
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February 2024 by Carole Swanson
My husband, daughter and I visited West Elm in Des Moines last Saturday and spent at least 20-30 minutes looking around without any acknowledgement from one employee, absolutely 100% ignored (must have been 5 employees working that evening). I had a complete different experience there last year but can assure you this will be my last time at this store and probably as a West Elm customer. Super shocked at the lack of customer service and friendliness ☹️
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December 2023 by Jim Cossitt
Good selection and service
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December 2023 by Marge McCullough
I've never been blown off as a customer with such speed as I was today by West Elm. I spotted a sofa (the Paige) online and wanted to see it in person. I don't make $1500 commitments to buy upholstered furniture without seeing it first, and in this case, sitting on it. I called the local store and asked if they have the Paige sofa in their show room now. "No,"I was told, "you just have to order it and see it when it arrives." Does anyone else think that it is absurd to have a large piece of furniture delivered to my door--to see if I want to buy it? (Not to mention the environmental impact of such practices and the waste of money on salaries, fuel, etc ). West Elm must be rolling in money if that is routine practice. They certainly don't need--and won't get--my money.
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September 2023 by Amanda Missavage
My husband and I walked the entire store without a single hello! Walked right by the check out and still not a single word. Super disappointed ☹️
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August 2023 by Laura Wilkens
Very lucky to have West Elm in our smaller city. The styles are modern and contemporary which I love, and they always have new product. The people there have always bent over backwards to help me, and I go in there often. Its' just a gorgeous store and grateful to have them here to keep us STYLIN' in Des Moines and the region.
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June 2023 by Julie Flores
Pricey, but I love the mid-century modern style. Quality is evident. Poor delivery service. If you don't mind hassle and waiting, the end product is wonderful.
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April 2023 by Erin Reichert
Updated to one star: I have now had to call WE customer service back multiple times, spending hours on the phone because they cannot seem to figure out how to return my money to me. I returned the last of the table (the base) Feb. 27 and have yet to get my money back after calling in March and now three weeks later, on April 11. This is absolutely unacceptable and ridiculous. Never have I had a worse experience where I was spending over $2000 on one piece of furniture.I have been a loyal West Elm customer for years now and have been so disappointed in their customer service lately. I initially purchased all new living room furniture and art from them in 2020 and had a great experience with an in-store designer who was so helpful and stayed in touch as I waited for delivery. (She even checked up on the order to see about having items sent out as they arrived vs. having to wait extra months for the full order to be delivered.) She must be a unicorn because after I placed my most recent order for a new dining room set I have had no help from the store. I placed an order in January 2022 and started with a 3 month wait for my chairs and table. Since then I've had THREE marble table tops show up cracked and broken. I even called the store after the 2nd one showed up broken and there was nothing they could do and had not heard of any issues with the table. I then had to wait another 3 months for each new one to be reordered and redelivered. So it is now over a year later and still no tabletop because they don't seem to have very good internal communication to ensure this does not happen to their customers. So I now have given up and will ask them to process a return so I can get my money back. I am beyond frustrated and disappointed. I would definitely look elsewhere until they get their customer service back up to the level it should be at, especially for the cost of their furniture and delivery charges. Also, notice there are no product reviews on their website. This product issue could have been caught and warned off others if we could share our experience with their products in real time.
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March 2023 by Justin Brady
Fantastic furniture but terrible to work with. We really do love the furniture but the process to get it is awful. You will pay through the nose on “shipping and handling” for any item you buy and wait 2-3 months.When our item finally came, it was wrong. So we had to wait another month. They act very empathetic but don’t actually make it right or help in any way.Bottom line: if it’s not stocked in the store (it’s highly unlikely it is) you’re going to pay 10-20% more. Good luck kids.
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January 2023 by Wade Martin
Avoid at all costs! Awful customer service. Returned an expensive bed set that did not show as pictured online. Was purchased with a debit card. They claimed it was purchased with a gift card in their system, but assured us it would be refunded to whatever card was used. We received a store credit merchandise card and no refund. We called customer service, who hung up the call without answering after a 10 minute hold. We then called the store, who said we needed to call customer service. We called customer service again, who said we need to call the store. Absolutely zero responsibility was taken by employees, and no help was provided. We are canceling our other current orders and recommending all friends and family to avoid this store, and recommend the same for all reading this post.
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December 2022 by Dan C.
I was not expecting to find a West Elm in Des Moines, but I guess it found us. We were staying in the neighborhood and popped in even though we have one near our house. The staff here was very friendly and helpful. They even helped us find their bathroom so we could change our daughter's diaper. Often, places that are a little higher end, get full of themselves and get weird, but these folks were great. This store looked like all of their others and had a nice layout and selection. We ended up buying some pillows for our living room couch, so the mission was accomplished.
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December 2022 by John Thompson
Excellent experience! Very efficient and knowledgeable. I've always had great experiences at West Elm!
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October 2022 by Dan Gray
Very nice large shop. I found the right sofa for new house
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October 2022 by Erin Rundall
Looking for a little drink table. Not a lot in stock so limited cash and carry choices.Lots of designers staring but not acknowledging anyone for fear of being asked for help - I assume.That said quality materials, great floor design, and when the one floor employee came to assist she was wonderful- they need more staff
