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September 2024 by Yana
Good prices compared to other stores with comparable style and quality. The Harris sofa on display here in the Cardamom velvet fabric.
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August 2024 by James Loren
Pieces were as advertised, everything else was terrible. The website doesn’t state which items can be scheduled for delivery nor does it specify which items have white glove delivery, so of course when I bought my 2 items the one that didn't need white glove delivery since it was already assembled was the item that was for white glove, compound that with the fact they delivered my other item nearly 2 weeks before I moved to the address I had it shipped to, I was already upset. I then called customer service to get the white glove delivery cancelled and was told the only way that was possible is if I returned the items. Customer service is utterly garbage, except for Jabra L. She was wonderful. The other 4-5 people I talked to need to find new jobs.
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July 2024 by Shanon Thompson
Placed a large order with Harrison from the Lincoln Park, Chicago location back in March, I’m still waiting on 2 of the items to arrive. Harrison himself couldn’t have cared less about my questions and asking for his insights/opinions. I’ve worked in high end retail sales since I was in college, trust me, I know when someone is solely at a job for a commission payment, and he just happened to be one I was lucky enough to work with. So I’d be wary of working with him if you’re buying from that location. I called the customer service number 2 weeks ago to see if they had any better insight into the timing of when my remaining items would arrive and the woman I spoke with on the phone legitimately told me my items were in New Mexico and are expected to be in the area my husband I moved to the following week, so we were anticipating to see our items within 2 weeks. I just got off the phone with a woman named Lisa, who I wouldn’t say is the most empathetic person I’ve ever spoken to, especially considering she wouldn’t even let me speak. Any time I would go to say something she’d begin talking over me. She did inform me that my 2 remaining items are in fact “not even in the United States”, to which I responded “so the woman I spoke with two weeks ago fabricated a lie about the current location and anticipated timeline of these items” and she said yes, the woman lied to me. So now I’m questioning what kind of morals and ethics a company of this magnitude actually has, and how they train and educate their employees. I’m beyond frustrated with the horrible service I’ve received from numerous employees and will absolutely never purchase anything from West Elm ever again. Additionally, where in the world are my 2 items that I can’t even return for a refund because they’re made to order and I can’t cancel the order at this point.
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July 2024 by Jacquie Gering
I ordered a set of Zadie chairs in a custom fabric. The chairs arrived and look fine but when you get up from sitting there is a LOUD cracking sound. It happens on both chairs. So far I have to jump through the hoop of having the “furniture doctor” come to see if they can be repaired. I haven’t heard back in a week to get that scheduled. So I’m waiting. That was after customer service tried at blame the delivery guys for assembling them incorrectly. I told them I saw the delivery guys cut open the box and bring the chair fully assembled into the house. We’ll see how this turns out. I’ll update if there is a satisfactory resolution.
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June 2024 by F Williams
Great pieces of furniture and decor. Helpful staff.
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April 2024 by Darius Sorbi
We placed a fairly large order with the NYC store managed by Aerin Denny at 1870 Broadway.Our experience has been simply horrific once payment was made.The sales/designs team lacks experience and passion and do not communicate.The customer service is uncaring, just passing the bucket.And the delivery team unprofessional and unreliable.Many items delivered were defective or damaged.The quality of most of the rugs also seems very poor with fibers easily coming off and disintegrating.Furniture pieces were not properly finished or broken.First delivery window was delayed by about 4 hours, and they also damaged our front door.The delivery crew never showed up for the 2nd delivery. This is after one of the managers reassured us that the 2nd delivery would be flawless.And when I call to resolve the issues, I just get the run arounds, and no one apparently can help.We requested a full refund and were told "someone from leadership will reach out to you". Someone with an anonymous last name contacted us from "leadership". After sharing with her our experience, she said she would get back to me after I email her the list of items (which they already have).And so far, no one has called us back!They are likely trying to buy themselves some more time so that the items could not be returned, and the charges not disputed.I certainly advise against any purchases from West Elm, maybe unless small items you can take home yourself. Their operation is unprofessional, shady and fraudulent.
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March 2024 by Scott R
We popped in here while walking around the Plaza doing some shopping. Everyone was friendly and greeted you as you walked in. We found a discontinued duvet cover that was not a king size. Janna went ABOVE & BEYOND to help us track one down along with shams in Pittsburgh. Spectacular service!
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October 2023 by Kristen Woods
Poor customer service
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September 2023 by Nick Purifoy
Don't bother.
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June 2023 by Andrew Mitchell
So helpful!
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May 2023 by Carmen Sigler Benson
I wish I had read the reviews prior to my purchase. I heard the products were good and ordered a bedroom set for my daughter. I wait rather patiently month after month for my delivery date. When the date finally arrived they called the night before with a time. I rescheduled several things last minute and the morning of delivery they called to cancel and automatically rescheduled for the next day (I already had multiple appts). After hours on hold with West Elm, scheduling, and the warehouse I was told if I rescheduled and they took my items off the truck I'd have to wait several more months????? Every person I talked to already knew this process is broken and told me no one cares.
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April 2023 by Daniel Park
I placed an order for a banquette set in October of 2022. The order was delivered in early March with several damaged and missing pieces. I was told that if I were to receive the balance of the replaced items it would not be delivered until July of 2023. I requested to cancel the order and be refunded as I am not going to wait another 5 months to receive this furniture. I was told I would be refunded. West Elm only refunded half of what I paid. I was told the balance of my refund would not be available until the replacement furniture was delivered in July....but I am not even buying the furniture. After telling them I did not buy the furniture from the 3rd party, I bought it from West Elm and carrying that furniture is their issue not mine, I am still waiting for my refund several weeks and multiple phone calls later. I keep having to call them for updates. They should be contacting me with updates. Just been a horrible experience and I feel like I am going to be wrestling them for the remainder of the refund for the foreseeable future....so frustrating.
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March 2023 by Haley Wilson
Had a total reverse pretty woman moment today at this West Elm. My husband and I came in after a particularly vigorous workout, sweaty and in gym clothes. I was curious what our level of service would be based off of that, and it was outstanding! The manager came up chatted us up and was extremely helpful. She showed us tons of different options gave us her card. It was extremely helpful kind and informative. Never felt any amount of snooty attitude. We’re looking to furnish our beach house, and will be using them to do so.
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January 2023 by Suzie V.
Skip the store. Order online. Tito & Mindy need to be fired. Mindy, the GM, refuses to call me back as promised. We spent $4k on chairs that they refuse to assemble even though we requested white glove delivery when placing the order with Tito. The number of times Mindy has told me she'd call me back is laughable. Just order online so you don't have to deal with these jokers.
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December 2022 by Helen S.
Unfortunately, we had a disappointing shopping experience on this very frigid day. It is not reflectiveof the West Elm, Williams Sonoma, Pottery Barn Company at large. My son and I purchased several items. Upon a return to our vehicle, we looked at the receipt and noticed that we were overcharged for an item and mislead on a sale item. We took pictures of the items tags and walked back to the store. Note: We are in the midst of temperatures with wind chills below zero, so this was quite a feat to have to return to the store for their mistake. Upon our return, we notified them of the mistake on the overcharged item. They did not offer an amends or apology for the great inconvenience this cost us. She simply words a refund for the wrong price. Secondly, we kindly notified them of not receiving sale price of an item we chose from a sale table. The manager informed us that it was only for a select items on the top shelf. To the average customer, this was not clear. Again, she did not offer an apology for the misleading information nor gave an acknowledgement of the extra effort it caused us. In fact, it forced my son to once again return to the car in frigid sibzero wind chill weather to retrieve the item because we needed to return it. We cordially went through the process of returning and correcting the price without amends or the kind of customer service one would expect from a reputable company. Hapless. We left bewildered that we, as the customer, actually had to experience this disregard for the customer. I recommend you spend your decor dollars elsewhere.
