west elm

"UPDATE: The situation below was fixed once I filed a formal consumer complaint and the furniture was delivered. Original reiew: We ordered furniture for my daughter's new apartment in Boulder last July and were given a delivery window of Aug 5-14, which coincided with her moving into the apartment. As the time window came and passed, "track my order" showed a new date of Sept 10-29, and it appeared that the bed and dresser were being held up waiting for a chair that she had thrown in as a sort of accessory. We called and asked if they could just deliver the bed and dresser, and they said they would ask for a split delivery. But apparently this requires "approval"- what abysmal customer service. They should be bending over backwards when they're a month late with their delivery. Nothing happened with this request, and a new delivery date appeared of Sept 29-Oct 5. It's currently Oct 3 so I called to make SURE we weren't going to get another run-around and I was connected to the delivery department who told me I had to wait until Oct 5 and, if the items arrived, they would schedule a delivery. I asked, "What if they don't arrive? Do we get a new time window?" The customer service agent repeated the same line over and over about the fact that it's not YET Oct 5 and seemed incapable of understanding we were already 2 months past the original delivery window. So I demanded to be connected to a manager. The manager was EXTREMELY RUDE and told me to "calm down so she could help me" as I expressed my irritation with the situation. She then offered to do a split delivery. I informed her that we had already requested this and she told me there was NO RECORD of this request. I will update this review when we find out if they approve the split delivery and give us the bed and dresser but I am not currently holding out hope. My daughter has been sleeping on the floor with clothes in suitcases for 2 months. The manager had the gall to act like I was being difficult and seemed to have zero concern that the customer service was so bad. We will demand our money back if they don't approve the split delivery and order from anyplace else. If I had known this is the abysmal service this place provides, we would NEVER NEVER NEVER have purchased anything from them. RUDE. INCOMPETENT. UNCONCERNED WITH CUSTOMER SERVICE. I welcome a response from you, WEST ELM."

"I absolutely adore this store and the West Elm brand! This location is kept very clean and has an inviting, welcoming atmosphere.The Boulder, CO location has nothing but the best service and employees. Megan, the assistant store manager (sales and service), is wonderful! Megan is extremely professional yet very personable. She makes the interior design choice process, which sometimes can be stressful, fun and enjoyable. She is very knowledgeable about every item in the store. Product knowledge is quite important and she has a mastery of it. She really goes above and beyond in helping customers. Her personal, home decor style is amazing and she has helped me make decisions with certain design details. I completely trust the home decor choices that she recommends."

"I was deciding which dinnerware to purchase for a service for 12. While I was holding a mug I said, while thinking aloud “hmm I don’t know if I like the feeling of this handle “ and the associate says “it’s a mug not rocket science to think about “ . Which I told her “how it feels in my hand is important to me “ and she said “I just pick it up “ . I walked out, I’m not working with an associate who degrades my intelligence with “it’s not rocket science..” or them thinking through a purchase ."

"The store is a mess! It is a maze to get around and difficult to navigate. But the staff was helpful - take advantage of the free design service. You just need to schedule online!"