west elm 1728 14th Street Northwest, Washington, District of Columbia 20009

"You will absolutely need to hound the store and whoever they pass you off to when there’s an issue. Our couch showed up with a faulty cushion, it took months of effort on our part to get the problem addressed. They are friendly on the phone but their system for resolving issues is abysmal. You will not get emails or calls for any type of recording keeping, updates, or notifications on your issue. It’s all done verbally for the most part and you are forced to wait arbitrary amounts of time and then keep calling to try and move the issue forward. The third party company that comes out for repairs at least texts you about your appointment, but that’s they only form of communication. West-elm/ the store have their own records internally but they don’t share them with you or update you. They’re extremely laissez-faire about support and likely hope you’ll just give up on it - or they’ll get to you when / if they feel like it. The products are far too expensive for the service to be like it is. As of now - our issue is still not resolved but maybe, one day, we complete this bush-league process."

"The Andes couch delivered to me came with multiple paint stains, which is unacceptable for a brand-new purchase. Despite reaching out to the leadership, they have been unresponsive and have not taken any accountability for this issue. The lack of concern for customer satisfaction and the poor quality control reflect poorly on this company. Disappointed and frustrated with the complete lack of support and resolution. It’s crucial for consumers to be cautious and aware of such incidents when considering purchases from this company.I give them a zero! Poor product and poor customer service."

"Don't buy a sofa or anything bigger than a coffee mug from here. The customer service is abysmal. If there is any sort of screw-up, they pass the buck to one of their many 3rd party vendors. Nothing is West Elm's fault. Ever. Trash company. Ordered the Harmony sofa. Not bad. But it came missing a leg. I called the shipping people (FIDELITONE...also horrible), they didn't have it. I called West Elm directly. They didn't have one either. After several calls to customer "service" I get an email 5 days later stating that my missing sofa leg will arrive... in a month. A month?? They sell thousands of these sofas, and you mean to tell me that they can't find a single leg and just overnight it to me? HORRIBLE! I wanted so badly to return the whole stupid thing, and when I told them I wanted to return their "custom" piece to them rather that sit on some half-built furniture, they basically said "k, cool, when can we pick it up?" I'm not a "may I speak to the manager" type of person at all, so I felt cornered, helpless, and basically valueless. Anyway if it weren't for my partner's insistence on having something soft under her butt, I would be sitting on the floor right now. Anything is better than this big reminder of the fact that this garbage company ever got a single dime out of me. I hate West Elm. Never again. Go to Crate & Barrel, Room & Board, JoyBird...do what you gotta do but avoid these people. Don't think it can't happen to you. It can. And they won't even pretend to care."

"I was wary of buying from this store based on some of the reviews here; however, after a year of searching for the right sectional, I found the perfect one for me at West Elm. I received good service from the store. The sales person was very clear that my sectional - which I bought in November for a nice discount - would not arrive until early January. As promised, I got calls and emails from the delivery department the second week of January and was able to schedule a date that worked for me. The two delivery guys were amazing - they had to maneuver their big truck down a narrow alley to get to the loading dock. They were professional and efficient and out of my apartment in less than 15 minutes. The sectional is exactly what I wanted and so comfortable."

"I love the items in the store. Very stylish and very unique. 2 full floors of sofas, pillows, dishes, pot holders, baskets, wall decor and more. Easy to stay in store and "look"..sure to find an item for your home or gift for another. Can't really talk about customer service except to say no one acknowledged or ask me did I need help to find an item. I was on my own..succeed"