west elm,

6 Wayside Road, Burlington, MA 01803

"This review is for the customer service of Alex. He helped my husband and me select a sleeper sofa for a basement renovation and he was friendly, patient, and knowledgeable about the product. He offered for us to try the actual mattress which involved him having to move numerous things around (which was done carefully and efficiently) but we never felt pressured or rushed. I just ordered a coffee table over the phone and when the guy I was talking with was very helpful and friendly, I realized it was Alex again. I have noted some of the negative reviews for customer service at this location and I did have a similar experience when I was in the store a different time last October and Alex was not working. I needed a fabric sample to determine the couch fabric. There was a male and female associate at the kiosk talking with each other about weekend plans and eating. neither of them looked up or acknowledged me even though I was standing and waiting for a while. I ended up having to flag down someone else for help. It would benefit the store to promote someone like Alex to train associates and avoid poor customer service interactions like that. And if anyone in charge of that location is reading this review, you should thank Alex and acknowledge him for being an asset to your store."

"When my partner and I visited, Alex C. provided a great and thorough overview regarding the different fabric options/textures to best suit our lifestyle and apartment decor. Super warm and helpful-- I am grateful Alex C. was able to help us!"

"Rude, disinterested staff and terrible customer service! Came into store to look for a chair I saw online. The young man Joe at the desk never looked up to acknowledge me…just flatly said we don’t carry it and kept typing! Wow…how about let’s see what else I can show you that fits your needs. How are they still in business…overpriced and poor service?"

"Great experience here buying a rug. Sarah was super helpful in looking at options picking the best one. I’d been procrastinating about finding a rug for our new office space, and this was super efficient and easy. Thank you!"

"IF WE COULD GIVE POTTERY BARN AND WEST ELM A NEGATIVE 10 WE WOULD. STAY AWAY! West Elm, Pottery Barn should be ashamed to be in the furniture business. I recently moved into a new home and ordered 15 pieces of furniture. Every piece came in defective. Then every replacement piece then came in defective. Some replacement pieces were sent back and never were delivered due to miscommunication from the Pottery Barn delivery team. Then they tried to pawn off their defective furniture on us by offering us an insulting 10% off for furniture that was ripped, not connecting properly, scratched with holes, off balance, pillows half stuffed. Even the delivery team said that their furniture now is always defective, poorly made, poor quality material, and there is zero quality control. They should have never made it to the customer in this condition. Run as fast as you can from all their brands. I was even promised by two different Senior Lead Specialists Jessica Lovette and Maria Moropezaschmidtethat they would make sure they would follow my case and communicate with me . Both never did. I emailed both repeatedly to ask them to call me or email back and nothing . The latest is that our replacement couch showed up this week that we have been waiting for the past six months. They couldn't find the fourth piece of the sectional. Then they called and tried to schedule a delivery of a love seat that we had already wanted picked up as this replacement came in worse than the original. The company doesn't care about their customers, they just want to drop off their furniture and hope that the unsuspecting customer doesn't inspect it. Buyer beware!"