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October 2024 by Kaylee Underwood
Horrible customer service. My husband and I bought a new bed and two nightstands. We had them processed as two different orders as we wanted the bed as soon as possibly. Come to find out the in store representative only ordered one night stand. After calling to have it remedied we have to pay an additional delivery fee and not receive the white glove service we had paid for. We ordered everything September 5 and we have received the bed only. We have one night stand set to be delivered in the next 30 days while the other one has been pushed to the end of December. When calling customer service I was told she couldn’t do anything and to call the store. When calling the store I was told she would try and see about getting a partial refund for paying the delivery fee and not getting the service we requested. No refund was given or follow-up call. Beyond frustrating and I will not be giving this company y any more business or recommendations.
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September 2024 by Trapgod N
Shipping takes forever trash company
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August 2024 by Thai Nguyen
I bought my first house and closed July. I came to West elm to buy a couch for my home in May. I was told in store that it will arrive in July. I made it clear that I will only spend $5000 on a couch if it will arrive same month as me closing and moving in. I check the status a week prior to closing and saw my date to August 21st. I called Monday, July 22nd, and the rep I spoke to said that a shipment was coming the next day with my missing parts. I should get a shipped notification soon and to check Wednesday, July 24th. I check online today and it moved to Oct 15th. Imagine my disappointment being lied to twice. I am in a house with no where to sit with my child. Why do customers not get ANY form of communication about delays or back orders? To spend $5000 on a couch and delivery to get no updates and constant delivery date changes is outrageous. I would’ve gotten a couch elsewhere instead of waiting months to see online that it “may” get delivered in October. I will never buy anything here again. This was my first and my last experience.
Update: I canceled my order. I paid with a debit card when I made my purchase. The rep told me it would be here in 3-5 business days. I called AGAIN because it’s been over 7 days. Miraculously, my payment of method was changed to CASH and they will ship me out a refund check. They told me it will take over a month for me to get my check. This is extremely sneaky and shady. I never paid cash. I paid by card but somehow the system changed me to paying cash. This is a shady company. DO NOT BUY FROM HERE.
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August 2024 by Matt Trimble
Do not buy furniture from this place. They seriously can not get it together. Missing pieces, damaged ones, 2 years later and I still don't have a 100% together couch. I cannot believe a company like this thinks this is OK. And they refuse return/refund. Smh...
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July 2024 by Terri Latta
Probably the worst customer service I have ever received. You would be better off to shop at Costco...you get the very same thing for much less money and much better customer service.
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June 2024 by John S
We paid around $2,000 for a sofa and $200 for delivery. The sofa is very wobbly and the legs aren't straight. We have made over 4 phone calls and they sent us 1 leg (not sure why since all are a problem) they were supposed to come out and look at the sofa, but it has been 4 weeks since we first contacted them and still waiting on another call. Quality poor, customer service worse. Now I need to send pictures again after 4 phone calls so they can start the process all over again. We are up to over 10 phone calls and everyone is "very sorry" but nothing has been done. OMG
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June 2024 by Jess
I scheduled an in-person consultation at my home and the associate came unprepared with a dead iPad and then never sent me the renders or mood board. Complete waste of time.
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June 2024 by Jeff Mc
If you shop here, you know. Although I thought it was all hardwood, there's some particle board with a nice veneer... Go with the hardwoods. Donna was great!
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April 2024 by Gelila Muluager
Like others have reviewed here, if there is an option to give “0” or negative number, I would have given them that. Worst experience and regret ordering from this store. I should have read and believed everyone's comment. If you are considering this store, please do yourself a favor and order somewhere else.
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April 2024 by Şahnur Gidiş
The manager is so rude and she shouted at us.I've never encountered anything like this before.I decided to buy two chairs which were on sales.Also I wanted to buy dinner table,rug , 6 chairs,side table ,coffee table but of her bad attitude I left to store without buying anything.I will never go to the this store ( Charlotte )again
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April 2024 by Hamed Saleh
Whitney and Heather gave exceptional service! Their customer service was top notch and made my time there very smooth!
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April 2024 by Gabrielle McCarthy
I generally shop at West Elm online, but I use this location as a showroom to look at items before I purchase. The thing I love the most about this location is the ease of in-store pick up. You pull up to the side of the building to their dedicated parking spots. You then ring the bell, give them your name, and then they load you items into the car. Super quick and super easy! Makes shopping online that much more enjoyable!
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March 2024 by Lakenisha Boatwright
I purchased a the Harris Sofa from West Elm in April 2023. I received the delivery May 4, 2023. The sofa is a black denim twill performance fabric. I have a Labrador Retriever that sheds a lot (the reason I bought performance fabric) after just a few months of me wiping or using the hand vacuum to remove the hair the couch is discolored. I have contacted customer service numerous times and each representative have agreed that the product should not be discolored as it is a performance fabric which should withstand up to 50,000 rubs. But management has denied my repeated requests for something to be done to rectify the issue stating that it is due to normal wear and tear! How is that possible when the sofa is not utilized for everyday use and I don’t have children. This is the worst customer service and I will never buy anything else from west elm.
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March 2024 by Grayson Williams
They have everything I need. Great quality with contemporary styling.
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March 2024 by Andrew
Rating based on the physical store in SouthendThe staff is very friendly. I returned a wedding registry item today. I was nervous taking something in but the staff was very nice about it. (Because it was past return date). Friendly. We even looked around. No pushy sales, just friendly serivce.Store was clean and items were stocked
