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September 2024 by Christa Kast
Sam from the design team is a gem!
After explaining to Sam that I was looking to enhance my living room with new decor, she put together a beautiful design board with wall art, a large mirror, pillows, throws, and planters. Sam is very talented and a pleasure to work with! I'm excited to see how everything comes together when it arrives and am looking forward to working with Sam on future projects!
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August 2024 by Maria Iacovone
Recently got married and started my registry at least 9 months prior to my shower. My shower was a surprise shower from my beautiful mother. Of course guests start purchasing gifts from the registry immediately. All of the gifts were not sent to my house and I didn’t see them until the shower. I got married soon after and had no time to go through anything. I had a destination wedding and a long honeymoon. I went to the store recently to exchange the towels I had on my registry, and the associate told me we could not return them or exchange them because it’s out of their policy with no way to override the system. Instructing me to call customer service. It’s completely ridiculous, especially when it comes to registries/ shower gifts. How can the return policy possibly be 30 days post purchase when registry items are purchased right after the bride opens the registry publicly for friends and family members. Nowadays, with stores being all online, they don’t have all their items in store to even touch or feel it. Clearly a man runs west elm with these policies in place or someone who’s never been through the wedding process does and doesn’t have the decency to be inclusive enough about others life situations. Luckily, Nicole (shoutout,) at customer service, was able to process my return. And to throw another wrench in the situation west elm makes you pay a return fee because “nothing was wrong with the item.” A joke, but thank you Nicole for your help and it was much appreciated and you deserve a raise!
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July 2024 by A T
Had an awesome experience with Augie! Augie gave amazing recommendations, helped us make the decisions on the pieces by taking into account our style preferences.
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June 2024 by Gerry Os
We waited eight months for the assembly and delivery of a chair and ottoman. After only five months one of the legs became loose. The chair is unusable. We were told we’d wait several more months for a part to be manufactured and for a tech to visit our home to repair the chair. When I asked to return the chair for a refund I was told that could not be done because the chair was ordered as a “custom item” and that West Elm does not accept returns on custom items. And what “customization” was done which made the chair unreturnable? We selected a fabric and a color. That is all. This means of course that any piece of furniture ordered with a distinctive fabric is a “custom piece” — even though you cannot buy an uncustomized chair. If you’re looking to buy a cheaply made but very expensive chair that’s wrapped in red tape then by all means shop at West Elm!
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May 2024 by Kristin Kelly
Can't say enough about my experience with West Elm. From start to finish the purchase was great. The Lana sleigh bed was available for delivery earlier than expected. I purchased the bed that was available in the in-stock material. This was on display in the Ardmore store which was a big help. Samantha was very helpful as well as the associate who answered a quick question on the day of delivery. The white glove delivery charge is worth it. The delivery drivers were exceptional. The rug was not supposed to be delivered until after the bed was delivered. However, that arrived earlier than expected, too, which was a benefit.
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April 2024 by Kelly H
Some nice furniture here. Bought a couch.
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March 2024 by Gev Dram
Walked into this store and no associate approached us and nobody was willing to ask if we needed help. Multiple associates were standing around at the counter clicking and typing away. We asked to use the restroom since there was a sign up and was told that the restroom is not for the public. This deterred us from buying anything at all. Very poor customer service and why have a sign up for a restroom if nobody is allowed to use it? 0/5 if I could give it. Rather go to the mall location and deal with the traffic and parking than ever come back here
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March 2024 by Gevork Dramgotchian
Walked into this store and no associate approached us and nobody was willing to ask if we needed help. Multiple associates were standing around at the counter clicking and typing away. We asked to use the restroom since there was a sign up and was told that the restroom is not for the public. This deterred us from buying anything at all. Very poor customer service and why have a sign up for a restroom if nobody is allowed to use it? 0/5 if I could give it. Rather go to the mall location and deal with the traffic and parking than ever come back here
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February 2024 by viryol tep
Been there for about 30 minutes. No one approached us. Not even a hi.
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January 2024 by Lauren Z
The manager at this location is incredibly unpleasant to interact with and should definitely not be working in a customer-facing role. I would suggest doing yourself a favor and shopping for home furnishings at a place with kinder employees
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January 2024 by Michael Z
Don't buy furniture from here or West Elm. The customer service on the back end is horrible as others have posted below. It is taking over 6 MONTHS for them to make a delivery of my order. 6 months! When you call customer service you get nothing but attitude and excuses. Help from the store? I haven't heard from the store one time since I bought my furniture. No follow ups. Nothing. I'm disappointed in West Elm and will not order from them again.
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October 2023 by Lauren Whearty
I’m so disgusted by west elms customer service. I ordered a vanity august 2022…before west elm noted if things were backordered. It was rescheduled and pushed back many times.The vanity was delivered in June 2023 with a broken top. The next two tops were also broken. All in the same spot. With more than a month between each replacement when the item was in stock. I was told I could return the top for a refund.It has been an enormous waste of hours of my time just on the phone. I am getting the run around and it feels like a scam. I honestly feel like this is purposeful. It’s $670 which is not insignificant.I will never shop with them, or their other companies again.
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October 2023 by Lizzy Hanson
The items I ordered keep getting delayed. It is a very frustrating experience. I hope there is something I could do.
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May 2023 by Se Ce
Horrible customer service. I am glad I did not make all my purchases here. I am also glad that places like CB exist which they are there to help you and correct any mistakes they make. My experience with WE is horrible as they cancel some or delay deliveries of some items but they dont help you correct their own mistakes. They don’t wave the fees nor they give you any credit for their own mistakes.I will definitely refrain from buying other subsidiaries like william sonoma, pottery barn and so on.
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May 2023 by Em Shaeffer
Everyone was very friendly and helpful- they gave us samples and color advice and it was really great to see everything in person because the colors can be very different from online.
