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September 2024 by Cat Guastello
I went in to test out couches. Thea helped me pick the configuration and fabric that would fit my space the best. She was so helpful, friendly, and low pressure. She gave me a print out and fabric samples so I could take them home, re- measure, and think it over. I would definitely go back and work with her again.
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September 2024 by Corey Shanks
Was sold someone’s damaged return. Box was repackaged. When I called I was treated very poorly as if it was my issue and not theirs.
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August 2024 by Michelle Watkins
I’ve been to this store to purchase items several times and walk out to order online or not even at all because no one at this store acknowledges your presence. There is a RH & CB2 right down the road with attentive customer service I have taken my pocketbook to instead because of how rude this stores customer service is. I’ve interrupted multiple employee’s conversations because they are always busy talking amongst themselves instead of them being attentive to customers in store. Also by reading the reviews this is clearly a pattern that has never been fixed.
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July 2024 by Jarrett Tessens
Shelley was so incredibly to work with!! We are moving across the country and ended up furnishing our entire living room with West Elm because she was so much fun, helpful, and made the experience 10x better than any other furniture store we went to! Very grateful for her and excited for our new furniture.
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July 2024 by Manpreet Singh
I ordered patio chairs with navy cushions for $700. I received only the cushions . When I called the lady said that the chairs were not part of the order. Who in their right mind would purchase cover worth $700 for chairs they don't have. And the lady at customer service tell me donate the covers!!! I don't have $700 to throw away!!! I would never buy anything from their website again. They are so deceptive. Worst experience of my life!!!
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June 2024 by Sangeeta “Geets_Speaks” Relan
Staff informed me my couch would be delivered by end of April and chairs the end of July. I inquired at the end of April and I was told the couch was ready for delivery but because my purchase was less that $5k I didn’t qualify for a split delivery so my couch would be delivered when the chairs were ready. And I couldn’t cancel the order. Really wish I had shopped at Room&Board. Very disappointing that west elm would not rectify their error in providing misinformation.
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June 2024 by Alison Kilgore
Horrible customer service/quality control. The West Elm quality team is telling me that it's my fault that you can't even place a simple cup of coffee, or have some coffee drip onto the table (mid century dining table), without it leaving a heat stain. No other table that I have ever purchased has been this bad. I am extremely disappointed because I searched and searched for the perfect table for my dining area and I am embarrassed to have people see it because it's such a mess. I've had this table for less than a year. I was willing to pay WE prices because I thought I was getting a quality table. I might as well have purchased something from Wayfair.
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June 2024 by Leojd
So, got to this store a little bit after 6 o’clock walking around looking at stuff. Nobody talk to me. So, I made small talk with the lady upfront just so they know that I’m there. A little bit before 7 o’clock the sales girls walk by with an earpiece in saying she’s gonna lock the door to whoever she’s talking to??(not me) and doesn’t even acknowledge that I’m standing there looking at furniture waiting for help. Literally 2 feet away from me she just walks by. And loud enough that I could hear the conversation she was having. Why you don’t say hello? can I help you? but you lock the door then you turn around and you stare at me? What a weird experience.. They literally locked me in the store!! . 45 minutes and nobody acknowledge me and I was ready to buy a lot of furniture, I’m not just saying a little bit. I’m saying a lot. And they freaking locked me in the store?!!. Never apologize for that.
They should just keep the doors locked. This is not the first time I’ve been in the store, but this is definitely the last time. I called their corporate office and told what just happened with me getting locked in the store and they really didn’t seem to care.
I am so hurt and disappointed and how I was treated, but they must treat everybody like this. I don’t look any different from anybody else so I don’t know, but they probably need to clean house from the top down. It took whatever enjoyment I had and effort to go shopping and I don’t think I’ll ever walk into another store. It was that bad. I hope they don’t treat anybody else like this, but I have a feeling they don’t care.
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June 2024 by John Klimowicz
I have been in the store twice, in the past month, and neither time has anyone approached me. Today I went in and walked past three associates twice and nothing. I had something in mind, but instead I went to CB2, down the street, and they were more than happy to help and I ended up buying what I wanted. No wonder they get such bad reviews at the Birmingham store.
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May 2024 by Doug Cunningham
Scheduled a design appointment and drove 30 minutes to the store. Waited around the customer service desk for 10 minutes before someone finally acknowledged that we exist and were waiting (one rep saw us then proceeded to turn around and keep her back to us the entire time). We told them we had an appointment scheduled, and their response was essentially “We don’t have you confirmed in our system. Although you received a confirmation, we haven’t confirmed you, so the confirmation you received is meaningless to us.” There was no way for us to know this before we took time out of our day to make it to the store.
Sadly, the worker who communicated with us did not apologize for the inconvenience and made us feel like WE were in the wrong for showing up to an appointment that West Elm emailed us to confirm. I’m not sure if this is typical customer treatment, but it made me wonder if we were racially profiled.
We were initially concerned about visiting this store given the poor reviews. Unfortunately, those reviews proved accurate, and we will take our business elsewhere.
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May 2024 by Brandon Crall
I tried to shop at this store yesterday and throughout the 25 minutes of walking around and gathering ideas, not a single person greeted me or asked if I needed any help. The store was not very busy. An employee was standing around doing nothing behind a counter for a decent while. I could have asked for help, but I've lost confidence in West Elm. If they aren't attentive during the buying experience, I can assume what the rest of the experience would be like. I've decided to pass on West Elm.
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May 2024 by Krista Sue Wheeler
If I could give them zero stars, I would. Long story short, I was sold a sofa that I was told had the absolute best fabric for dogs and within one week, the fabric looked awful. In fact so awful, that they allowed me to return it for a replacement. Once again I was told that I had selected a high end fabric that would work well for me and my dog. It's been less than one year and this is what my sofa looks like. It's pilling, gapping, rippled, etc... And my dog is older and not active. She literally sits on the sofa. I contacted support and they said that since they aleady replaced one sofa that they were unwilling to help. They told me to sell it on Facebook. Super disappointing all around. Think twice before you buy anything from this store. The quality is awful and so is thier support.
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April 2024 by Kristine Price
I attempted to utilize their free virtual design consultation which ended up being a waste of time. Initially I had difficulty setting up the appointment online. I had thought I followed the correct process but ultimately it prompted me to sign up for email list vs confirm my appointment. So when my appointment time came and went I called the store who confirmed there was no appointment. She was helpful setting up an appointment but told me verbally it would be 5:30pm and then I got confirmation that it was 5pm. The day of the appointment, no one called. So again I called the store and after being on hold for 10 minutes, a team member Michael called me for virtual consultation. It was 6 minutes long, minimal questions were asked and he said he had everything he needed and would follow up that night or the next morning with options. Now it is end of week with no follow up. Would recommend not wasting your time here would recommend improvement from many ends to improve customer service.
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April 2024 by Elham Abbo
I love our coffee table! So elegant
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March 2024 by Summer A
I’m very confused by all of the negative reviews here. I’ve been to this store multiple times over the past month, and each time was a pleasant experience. The staff is always so friendly, welcoming, and very knowledgeable. I also own many West Elm pieces now and have been satisfied with each one of them.
