west elm

"Ordered a bedroom set on Sept. 3rd and still don’t have the full set two months later. Delayed delivery of an “In Stock” bedroom set. No communication from West Elm. Once the set finally showed up the hardware was missing for the bed. Customer service unable to tell us if the hardware could be reordered and sent to us. A request was made and took multiple weeks to get and answer. Got a tracking number for the hardware and it’s status has been “label created” for 5 days! Still no communication from West Elm. They seem to have no interest in making their customers whole."

"This review is for customer service. I had an extremely frustrating experience with this store. I scheduled an in-person design consultation, and not only did no one show up the first time, but the same thing happened when I rescheduled for the following week, even after receiving reminder emails and texts. When I finally called to confirm, a lady informed me that they only do virtual sessions and chalked it up to miscommunication. It’s baffling that they sent me appointment reminders via email and text, only to claim they didn’t have my information. This level of customer service is simply unacceptable."

"The store is fine and the people are nice but the customer service of West Elm in general is AWFUL. I purchased two mirrors that I was told needed to be shipped White Glove which is an exorbitant charge. Its been over a month and I havent received any updates. I called customer service and was pushed to delivery who pushed me to the contractor. The contractor told me they delivered the packages while I was out of town, which I didnt receive any notice or follow-up. I called West Elm to get the package refunded and they said because they dont have a record of it being delivered I should just wait and they wont refund my order. ABSOLUTELY TERRIBLE. Unless you can take it from the store, dont even both trying to get it shipped."

"I have always loved this store and it's employees. But I haven't experienced customer service like Jassmyn at Harbor Point provided from anywhere in forever. Just so exceptionally above and beyond my expectations. Even as a designer, I never would have known to ask certain questions about a product that she stepped up to provide answers for, giving me MORE than what I needed for less. Ask for Jassmyn the next time you're there! Love her!"

"This review is about the company and their customer service, not about this location. The customer service is probably the worst I have encountered to date. We ordered a loft bed. Initial delivery date was postponed by the company for a few weeks. When it was finally delivered and installed, the crew left numerous deep scratches on the pillars. I reached out to the customer service via email. At night, we realized that they did not install the ladder properly; there are several missing screws. As such, the ladder is swinging back and forth, and it’s not safe for a child to climb on. I reached out again to the customer service. Today is day 14 from the installation, and the issue has not been resolved. Every time I reach out, I encounter a different customer service representative, and they provide conflicting information. I cannot get a supervisor on the phone. I have spent so much time on the phone and email to resolve an issue that was caused by their team due to lack of attention and proper installation. All I have heard is that they are “sorry for the inconvenience” and that they “take the safety of our children very seriously.” Yet, at day 14, we still have not received the missing screws to stabilize the ladder, and no one has addressed the scratches. I guess, this is their way of wearing down the customers; so, we give up and never call again."