west elm

"I ordered a few items in July and was told the expected shipping date would be September. That never happened. The delivery date then kept changing almost weekly moving back, a few weeks at a time, each time. We are now at 6 months after my order placement and they have no clue when it will be delivered. My credit card has been charged. They don't respond to emails and when I call they say they'll open a case to look into it and nothing happens every single time. VERY DISAPPOINTED!"

"Updated review; no one told us our furniture is not coming until February-March next year! We had to canceled. They have beautiful things, but you might have to wait a long time to get them."

"Had a bad experience with the incompetent staff. They are not good at explaining things and could not figure out their own ordering system. I worked with an associate who had me repeat things multiple times because she could not figure out the website. Not only that, after she finally got the order ready, she couldn’t figure out how to add the insurance coverage. When she asked the other associates, they were very dismissive and told me to just call the insurance company Allstate myself to buy the insurance and just give Allstate my order. Which did not sound right at all. So all they wanted was my commission. They could not even explain what the coverage included, they had to give me the pamphlet. Additionally, the couch I wanted was showing as quick ship, so I had applied for the credit card so I could use the 10% rewards from that immediately towards other items when I get the couch and can decorate my room. However, the associate realized it was actually not quick ship and took 20 minutes flustered asking all her coworkers what was going on. The manager finally pulled up the inventory and told me it was back ordered until July. The flustered associate said the couch is available July 1, then said June 15, then changed once more to July 9. She couldn’t keep her story straight. Then they suggested that I go to New Jersey in person to pick up a display couch even though i didn’t even ask for that. This was such a mess and the associates were all incompetent and dismissive. Also, the benefit of the 10% rewards in the credit card would expire by the time the couch arrived. I only applied because the associate told me it would have been a quick ship order. My suggestion is if you want a couch from there, call them ahead of time to see if they have it even in the show room since it is so small, and if they do, test it out, but purchase yourself online."

"Really small store, not much to look at - wish they would open a bigger one. Secondly, the associates are just rude. We had one very nice conversation with a store manager and because of that ordered items through the store rather than online but every time we called them or asked for help they would answer the phone exasperated that they actually had to help a customer at all. The call center - which is also not great- was actually an improvement from the store experience. The entire experience just puts me off West Elm. As annoying as it is not to have one around us they should just close this and start anew."

"The worst experience with a furniture order ever! We had order a number of items in store, we specifically asked for items to be delivered by a certain date or removed from the order. A couple of items were delayed until July but folks in store said we can ask for a split delivery because our order is over a certain amount, that was not true. We called customer service to cancel and they said we have to wait until July to get a refund, so West Elm is keeping our money interest free for a number of months because a store associate did not know what they were talking about. Horrible experience both in store and over the customer support line where it took about 5-6 calls to finally understand nobody knows what they are talking about."