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October 2024 by Jeannie Brandt
I stopped at the Charleston store yesterday and was met with thoughtful sales reps. Because I wanted to think about my purchase due to logistics and hauling home, as I've shopped many stores in the downtown and perimeter, I didn't purchase. Today I again stopped and found out there were two of this large glass piece I wanted. I walked away to think about it and returned again to a very thoughtful young man who took great care of me and even wrapped the two glass candles I purchased elsewhere so they too were protected. This gentleman was young, tall, blonde, handsome and kind beyond words and helped this older gal, ( me) without making me feel ridiculous for attempting to carry this to my hotel. He made every attempt to make it comfortable to manage and opened the door as I left. Now for the really nice part... I did not spend $1000s or even $100s, yet he made me feel like this sale was as important as though I had. My huge glass hurricane with gold handle was so well wrapped and protected and I can't wait to get it home to embellish. Thank you West Elm Charleston on King Street. I will be shopping more. I hope you read this young man.... fyi, you should have seen me shopping in Shanghai, China... glass things, art work and everything imagined...... I needed your packing skills and patience!
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September 2024 by Bonnie Cummings
This store has the best customer service of all that I've visited (including NYC). They go out of their way to supply you with fabric samples, they will search and compare your furniture needs, they are always courteous! I'm thankful we can still visit physical stores vs. just on-line.10/10
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August 2024 by Olivia Wenzel
The in store professionals are here to serve and so kind!
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July 2024 by Scott Lawson
Salesman in store told me 2-3 weeks it’s now been 10 weeks and no one can give me an answer. Products are good but the customer service is awful! Don’t think I would ever buy anything again
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June 2024 by Leigh Williams
I purchased the mid century bed frame with white glove delivery. Come to find out, when I was moving, the assembly team provided by West Elm (which they soon ended up telling me was dispatched through Williams Sonoma) had stripped the screws and we and the movers were unable to disassemble the frame without completely damaging it. I called West Elm to see what they would be willing to do as their team (who should be trained to assemble furniture) made it impossible to disassemble. The initial call I was told to call a number that was disconnected to a furniture shop in Charleston. I then called customer support again and waited over two weeks after being promised a solution from a “general manager” to which the response was, “I spoke to my GM about this, and we are unable to assist due to the age of the order. I apologize for the inconvenience.” This company does not care about customer loyalty or own any faults they are responsible for, just money to collect. Once you purchase an item, you’re a lost cause. I have lost thousands of dollars due to their mistake and they offer zero solution or assistance in recovery. I would not recommend this company or associated companies to anyone or any business looking to purchase from them.
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June 2024 by Terri Latta
Lovely store with terrible customer service. I bought furniture and gave specific dates for delivery due to my family travel. They scheduled delivery during the very dates we said not to deliver. This has been a nightmare! A great store if it is cash and carry...like a Walmart.
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April 2024 by Guy Peifer
I read the horrible reviews and was wary about buying from West Elm, but it had the comfortable dining chairs I wanted and they were on sale. The sales rep was great to deal with and she took me back to the stock room to show me that the quantity of chairs I needed were actually there and still boxed. There's no charge for shipping when the merchandise is on hand in the store, so that was an added bonus in my case. The chairs came two to a box and I was only able to fit one box in my car at a time, so two more trips to the store were needed. I was asked to call ahead and each time I did, someone promptly came to the back door with my order. Additionally, I appreciated having a local store nearby to see the merchandise in person, something not possible to do with online-only sellers. Not sure what my experience will be like with a custom order that requires shipment, but for now, I'm very happy with West Elm.
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January 2024 by J Jacobs
We visited the store just before the holidays on a Saturday. The staff was open, warm and welcoming! They helped me purchase 2 Phobe chairs that I'm very excited to receive.I've read the reviews here about delivery. I can't speak about the delivery issues, as I was alerted of the long wait. The sales assistant were very clear that it was going to be quite a wait for shipment. They didn't try to sell the product and a bogus delivery date. They were very honest about how long it would take. The staff went above and beyond to help. Even, after my purchase, I had an issue with my email and they still eagerly helped resolve it.My entire experience was a positive one and I would return again! Thank You Charleston West Elm!
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October 2023 by Lori VanSteyn
We went there for a couch and ended up with a chair and area rug. Very helpful and answered all our questions.
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September 2023 by Joe Nagy
Ordering a couch from this West Elm location has been the worst furniture buying experience of my life. The staff sells you on the idea of ordering through the store so that they can handle any issues for you...Let me just tell you that it's as silly as it sounds, and they won't do anything.My order was delayed...okay, no problem, things happen...except that the new date was double the original lead-time for the order. I called and was told 3 weeks ago that the item was on the container and would be leaving soon. Then last week I was told that the truck had departed for Georgia...none of these updates were reflected in my own tracking which apparently isn't tied to their convoluted (their word) internal systems. Each time I spoke to someone, they assured me that the November date was incorrect and that they had emailed the necessary parties to get an update from them. Each time I spoke to someone, nobody had responded to the aforementioned emails. A store manager went so far as to agree with me today that this was unprofessional behavior by their workers.I asked a customer service rep to just cancel the order, she told me that it required a special approval. I asked to speak with the person who could give that approval after telling her about the experience I had. She began trying to lecture me about the contract that I agreed to. Companies who point to contractual obligations as they continually drop the ball are a special kind of rotten.Then, when I told the store manager that if they don't cancel my order, that I would just tell my bank to not allow the charge, she "warned" me that I wouldn't be able to buy anything from West Elm or Pottery Barn again.I think I'll live.
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August 2023 by Marion
Although Charleston is a small store, the teamwork, knowledge and helpfulness of the personnel is large and no less than excellent
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April 2023 by Neil Harty
Dealing with this place is like your worst nightmare. I’m at the 5th time to get a table delivered and no closer. They’re clueless and could care less. Nobody has a clue. Multiple departments, lengthy delays even though when purchased they said it was in stock, clueless delivery people, phone disconnects and multiple distribution points which shields everyone from accountability. I’m done. AVOID
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April 2023 by Carol H.
I like this place because they have very nice and quality items. I think they are reasonably priced for some of the high end items.
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March 2023 by Heather Cooper
Buyer Beware! This store uses a highly unreliable delivery service. They wait until the absolute last minute to cancel your delivery and they reschedule it for months from the original delivery date. For our order, we expected a 1 month wait and it then turned into 3 months. Contacting customer service is pointless. They are rude, disrespectful and offer no explanation. We were told to contact the store to cancel the order if we didn’t want to accept the new delivery date.
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January 2023 by Sam Fleming
Thanks Daniel, made everything clear and easy to understand for custom order process. Very professional. Highly recommend.
