west elm 3117 West Cary Street, Richmond, VA 23221

"Awful awful customer service experience. We ordered a couch in store and were giving a delivery window that we were told was reliable. Several months later and we still have no couch and West Elm is refusing to provide a refund until their “system” reaches a certain stage but also having no idea when it will reach this stage. I have waited months for this couch all the while being out $3k and unable to purchase a replacement. I finally had to file a chargeback with my bank. DO NOT order furniture from West Elm. You will hand over thousands and receive nothing but attitude from customer service in return."

"Baffled by the terrible service and the complete lack of communication between West Elm corporate/customer service and their third-party delivery partners/warehouse partners. I have purchased 2 items from West Elm. It seems that with every purchase there's always some issue with delivery. For my most recent purchase, the dining room table came cracked, so it was sent back. The men who brought it said they knew it was damaged before it even left the warehouse, but instead of communicating that to me, I took a day off just so that I could wait to receive this broken piece. When I rescheduled delivery, I contacted West Elm the day prior to delivery to confirm. They said they had no record of my having scheduled the delivery. They gave me the number to call to schedule again. And the delivery scheduler confirmed that I had in fact scheduled delivery for the following day. I encouraged West Elm to make sure they received confirmation from their delivery folks that I had indeed scheduled. Why was I the customer having to tell the company that, and be the middleman for communication?! Finally, the table is delivered intact, and they say they aren't allowed to assemble it because they "have not been taught how to assemble this particular model". I, the customer, was also not taught how to assemble the table. But was forced to because even after I called the store to ask for assistance, no one ever called me back. I don't care if the items I purchased are great or not, I will never purchase a piece of furniture from you all again. So unfortunate. And to top it off, the delivery scheduling third party is STILL calling me to schedule delivery for a table that has already been delivered, and I have communicated that to them. Please stop calling me about this table."

"Title: Extremely Disappointing Experience with Delivery Service Review: I recently had an incredibly frustrating experience with the delivery service associated with a shelf I purchased from West Elm. Despite paying premium price for the item, the delivery window provided was completely inaccurate. Consequently, I had to take time off work and wait at home for a staggering five hours. To make matters worse, no one bothered to call or even show up after I reached out to them. When I finally managed to contact a representative, I was taken aback when she placed the blame on me. This level of poor customer service is truly disheartening."

"Nothing but regrets. Purchased a couch and total silence from there. Any communication had to be done on my end. Several excuses and months later , I still don’t have my couch. What gets me is the lack of customer service. There is nothing. No checking in, no follow up, no reaching out, no contact. It’s completely hands off and up to you to organize everything the moment after you swipe your card. Ask yourself a) can you afford to just hand over money in hopes you’ll see your product at least months from now, and b) do you have the time, energy, and logistics to handle this on your own should things head south. For me, my tracking number expired without any update so good luck to anyone else buying form here, I don’t recommend it"

"Review submitted by Lisa Adams. I love West Elm. I couldn't understand why they left Short Pump years ago but am so happy they are back in Richmond. They have very stylish furniture (not too trendy, not traditional...just right), accessories like pillows, planters and candles, and gift ideas. The store is well thought out and bright. They have some things in-store that are featured in the catalog, which is great because you can get a better idea of size/scale. However, the guy in the chair, in our picture, is not for sale. :) The only downside of the store is the parking. If you go on a weekend, prepare to walk a bit as parking is not always found right near the store. The parking is the only reason I gave this review 4 stars. Everything else is fantastic."