west elm

"Huge thanks to Shawna at this store! Despite not being in sales, she went above and beyond to help me find the perfect couch for my living room. Her honesty and great eye are hard to find, and she even asked for pictures of my living room and drew me a measurement guide for my size options to offer further guidance. I am blown away that this store doesn't work on commission and has someone like Shawna to be so helpful. I took my time deciding, and when I had emailed Shawna she remembered me. When she possibly wasn't going to be in the store, she connected me with Jennifer, who was also super responsive and helpful. I can't wait for my couch! Thank you so much!"

"I ordered two sofas two swivel chairs… the one sofa looked as if it was sitting in a showroom for quite a bit as the corner arms were dirty… it’s two year later all the pieces look dirty like they have years on them! They are also magnets for dog hair! Terrible, going back to leather!"

"I called this store last week after making a mistake on an online order. The woman who answered the phone LITERALLY could not get off fast enough but promised someone would call me back. It’s been a week. Heinous customer service."

"I ventured out today to pick up some items that I had preordered and paid for at West Elm. I was greeted quickly by a sales associate, Andrew, who asked if he could help. He knew of two orders that were ready for pickup and went to retrieve mine. Before he left, I mentioned that I had tried to click on Gift Wrap on the website, but that it hadn't worked. Andrew was aware of this issue and explained that a customer can get gift wrapping if the item is ordered online and sent to the home, but not if the item is picked up in the store. We agreed that this detail should be mentioned on the website. Besides being apologetic and extremely nice and thorough, Andrew went out of his way to provide bags and some tissue and ribbon for my items. I didn't ask for this, nor did he need to offer it. I was so pleased by his kindness and professional behavior. Thank you, Andrew. You made my visit to West Elm so pleasant! I don't get out much as I have difficulty walking long distances, but Andrew didn't know that. He just did what he could to make my experience a good one. And he succeeded. Give that man a raise!"

"So I finally order an MTO harmony sofa. After three months of waiting which I get it everything is backed up now, the couch comes in and it’s delivered in complete. I called up the delivery man right after they leave to let them know the piece is missing. They tell me I will hear from someone within the hour. Two days later I decide to call back because no response from the company. They tell me my options are: 1. Return the couch and get a full refund. Which means I have to go purchase something else and wait another 3+ months for something to sit on. 2. The couch has been discontinued so they’re not sure if they can get the part. In which case I have to fix it myself and will be given a $350 voucher on a $3500 couch. LOL So I wait to hear back and they sent me an email stating that the part will be delivered to me January 4. Three months from now. Which means I now have an incomplete piece of furniture for an additional three months which my five-year-old daughter will no doubt break by accident from jumping on it. Upon which I will have to get that part replaced and it will probably be another four months. I go to the store where I place the order which they have a floor model and ask them why they can’t just give me that piece and they say it’s not their policy. Upon which I am just giving many apologies and I am SOL. I will never purchase anything from this company again and can promise you I will tell the story to everyone looking for furniture."