west elm

"I ordered the harmony sectional couch on 10/30/23 and was told that because it’s a custom order, I would not receive the couch until the end of December 2023. The end of December rolls around and still no couch. I had been checking the tracking app nearly every day and noticed the new arrival date was going to be no later than 1/15/24. I figured it was the holidays and knew this was a custom order so I gave them the benefit of the doubt. January 15th rolls around and still no couch. The tracking app now showed two of the three sections were in, but that the third piece had been returned. I called customer service to find out why. They said the piece had arrived damaged so they had to send it back and the vendor would have to start over, but that they could deliver me the two sections they did have in. With this, the new estimated time frame for the 3rd section was 1/30/24-2/19/24. I called a couple of times during this time frame to ensure things were still on track. Everyone I spoke to assured me the 3rd piece was being remade and was in production and that it would be in no later than 2/19 so that we could schedule the white glove delivery service. 2/19 rolls around and I call customer service. They said not only had the 3rd piece not arrived, but they didn’t even know what the status was of it. I worked my way up to speak to a couple of different supervisors. They assured me they’d call me back with an update once they spoke to the vendor. Not only did they not call me back, but I noticed the tracking app now showed a new arrival date of 3/25/24-4/15/24. How many times is this going to happen???? Not only is it delayed AGAIN, but you have to call into West Elm Customer Service and do your own detective work to try to figure out what is going on. Not once have I been contacted by them or received communication that I did not initiate. No one has been helpful and I have received no resolution. I want the rest of my couch that I paid $7k for UPFRONT. You had no problem taking my money and then having me wait 6+ months to receive the couch. Someone needs to reach out to me with an immediate resolution. Otherwise, I will continue to leave truthful reviews about my experience with West Elm and I will never buy anything from this company ever again and I will tell absolutely everyone I know. This is ridiculous. WORST Customer Service."

"The 1 star is not for this store but for the company. Ordered pillow covers in May and when I ordered said I would receive in a week but once I ordered them it said in Aug, they didn’t even have the item to sell it. Just received them today and they only sent 1. Customer service said they could send me another I asked to be rushed and they said they would have to charge me."

"I'll give 3 stars because the employees did the best they could to be helpful, but I just wasn't impressed with the store at all. I had hired an interior designer, and she picked chairs from here, so I went to the store. You can buy them online, but they didn't have any at the store? Okay. The employees found chairs with similar dimensions so I could try those out, and they just weren't comfortable. But also... I'm not paying that much money for a chair I can't even try out beforehand. So I start looking around at other things and the prices were a bit shocking, especially for any of the plain vases and planters. 150 dollars for a plain black planter that isn't even a foot and a half by a foot and a half, is bonkers to me. Listen. Half of the stuff in this store you could make yourself, in an introductory ceramics class, for less than 20 dollars. No thank you."

"Super friendly and helpful! I was wanting to see some of their light fixtures in person. The sales associate was awesome. She answered all my questions. Once I decided on a couple of fixtures, she looked to see what they had in stock and also called other locations to see if they had them available to pick up. Everything was super smooth and fast!"

"Have some items delivered to this store for pickup. Husband tested positive for covid 2 days ago and I am a close contact, for the safety of the employees at this store, we chose not to go picking up and instead calling the store for more time to hold the items. Also, in the pickup ready email sent to us, it clearly said "If you need more time, no problem! Simply call the store to make arrangements." And guess what? when I called, as soon as I said can you hold the items for a little longer, the first reaction of the lady picking up the phone call was "we have inventory issue and we can't do that". It's just 2 small ornaments, and you don't have inventory room for it?? You didn't even ask me what the items are before quickly refused a customer request that's reasonable according to the email instruction. Horrible customer service."