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July 2024 by geneva shimmick
Leslie was super helpful when I came in the store looking for a night stand. All of the staff were friendly and knowledgeable about the products. Coming here was a great shopping experience!
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May 2024 by Julia Silver
This review is for Noah, one of the designers at this location. I came into the store looking to buy a specific couch and Noah took a significant amount of time going through each option with me, including colors and textures, shipping options and rug options that would go with the couch. He is a true artist and is meant to be a designer. He cares about the customer being happy and buying a product-- not just to make a sale but to ensure it works in their space and they are happy with it. Would highly recommend stopping in and talking to Noah about your furniture needs.
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February 2024 by Ivy Mead
I want to preface with the fact that the people who work at this location are lovely. The issue that has me utterly unwilling to purchase from West Elm (or any of their other brands) ever again is with everything that happens after you place a delivery at the store. We ordered our living room console and shelves (matching set) through this location in November. There were a bunch of delays which was to be expected with the holidays. Finally delivery day comes only 1/3 pieces were delivered. The rest scheduled the next week. 7am that morning I get a call that part of one of the pieces is broken. Then they deliver only HALF of one of the two remaining pieces. No explanation just that the other not broken ones got separated at the warehouse. At this point I’m sick of the delivery people tracking salt and dirt through my house and having to move meetings around on my schedule. So I ask them to hold the shipment until all the pieces are ready. That day finally comes a month later and sure enough 7am morning call that one of the pieces that they claimed had been in that warehouse for month is now broken now set for a March delivery. I have tried calling customer service and they offered me nothing for my time (and the fact that I think I know all the Boston warehouse people by name now from all the times I’ve called to project manage this insanity) other than once everything arrives to that I can call to ask to waive shipping, I don’t even know if things will arrive. I don’t know what to do, I have half of a matching modular living room console setup I ordered months ago. We almost bought a couch here and I am SO HAPPY we bought local from Young’s Furniture instead because it showed up right on time and undamaged with no extra labor from me.
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October 2023 by Jeanette Lewis
Great selection on hand. Friendly customer service.
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October 2023 by Kay H.
Swung on to see what West Elm has to offer. We have a rental that we want to furnish. There are ma y options for this, and there were plenty of items on sale too. When we first walked in A laid-back employee said hello. As we made our way around and tested out different couches and chairs we decided to make measurements to possibly purchase online. There wasn't a lot of employees walking around. We saw one working with a customer. They have some nice accessories too.
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September 2023 by Rose Marie Z.
I bought a butterscotch leather couch 2 years ago. It had a spot so I called West Elm to determine how to get rid of it. The customer service person I spoke to advised me to use Magic Eraser! I shouldn't have listened! Not only did it not take out the spot; it also bleached the surrounding area. When I informed the store, they said they would send someone out or send a kit. When no one got back to me I phoned again, and they said, they only support purchases for one year.I have bought other furniture from West Elm. The leather couch was expensive! Not good.
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August 2023 by J Hoover
I agree with the reviews below. I’ve had nothing but trouble with my order and I regret the day I walked into the shop. Long long delivery time, then it was the wrong item. I declined the replacement order, again because of terribly long delivery time, and I was charged anyway. I still trying to sort that out.That said, Piper at this location has been very helpful trying to troubleshoot. Do not even bother to call any of the Pottery Barn/West Elm/Williams Sonoma help lines. Utterly useless. Call the store directly for help.I actually feel sorry for the employees. This can’t be easy on them either.Update: I’ll have to pay for a bookcase I no longer want, and wait until November for a refund when/if it’s finally shipped correctly. I ordered the bookcase in March. I’m utterly disgusted and will never shop at West Elm again.
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July 2023 by Steven Robinson
Your delivery will not come on time, if at all, and it might be the wrong item, and if it is, it'll take forever for them to come get it.
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April 2023 by Jessica Acosta
We love this place and had great help. Can't wait to update our space with a few items from here.
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April 2023 by JoAnn D.
I purchased a sofa from West Elm. It can in August and by October one side had broken down. I called them and at first they were very accommodating. They said they would get back to me. But then November came. I gave them the benefit of the doubt due to Thanksgiving. But even after that holiday, no response. I called back and was told by someone there (I have her name) that West Elm wanted me to be satisfied and they would replace my sofa. Didn't happen. After several calls, they told me the that I had had the sofa too long! I called them less than 3 months after the delivery of the sofa. They have stopped corresponding with me. They will it answer my voicemails or emails. I guess their sofas are only meant to last 2 months or so. I am very disappointed in their customer service.
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October 2022 by Piper Ronn
Beautiful store, great staff and products
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October 2022 by Melissa Modugno
Really nice none pushy customer service... Very impressive selection in a relatively small space, and we'll though out conceptualised room furnishings
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September 2022 by Jenny Green
Buyer beware! Your furniture is beautiful, but I've not had a single item arrive when you said it would would arrive... to make matters worse, one item can't be located but you won't cancel the order because "it's too far into the process" (it's over 2 months late). THEN, the other items in the order won't ship because they are waiting on that missing item. So, no refund, no products, no answers. I keep being told to wait 3 - 5 business days for the next "update." APPALLING. (P.S. In the meantime, each item has gone on sale and is being offered as "fast shipping" on your site.)
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August 2022 by benet elrae
Lack of communication during order delays. No follow-up calls, even when noted on my order. Had to cancel and took over a week to get refunded.
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July 2022 by Amy Gautam
My review relates to the staff of the Portland West Elm store, not the company itself. In particular, Leslie H. and Suzan E. were extremely helpful in what was a somewhat disorganized delivery process. Ordered 2 chairs for delivery to our home in MD, but soon after asked if they could be rerouted to Portland instead. This ultimately involved an order that was never actually on its way, a cancellation of that order with a new order placed to the new destination, several phone calls saying that the original chairs were being delivered within the next 30 minutes to MD, and no followup communication from West Elm about when the new order would be delivered (it eventually was, but we wouldn't have known unless I called the distribution center). Throughout the process, both Leslie and Suzan were dogged in tracking everything and keeping notes. They were patient with me when I was frustrated and were great about following up and keeping me informed. I realize that we complicated things by changing our delivery address, but it shouldn't have been that difficult to accommodate this. Kudos to Leslie and Suzan for compensating for poor company processes with great customer service!
