west elm

"We visited the store just before the holidays on a Saturday. The staff was open, warm and welcoming! They helped me purchase 2 Phobe chairs that I'm very excited to receive. I've read the reviews here about delivery. I can't speak about the delivery issues, as I was alerted of the long wait. The sales assistant were very clear that it was going to be quite a wait for shipment. They didn't try to sell the product and a bogus delivery date. They were very honest about how long it would take. The staff went above and beyond to help. Even, after my purchase, I had an issue with my email and they still eagerly helped resolve it. My entire experience was a positive one and I would return again! Thank You Charleston West Elm!"

"Ordering a couch from this West Elm location has been the worst furniture buying experience of my life. The staff sells you on the idea of ordering through the store so that they can handle any issues for you...Let me just tell you that it's as silly as it sounds, and they won't do anything. My order was delayed...okay, no problem, things happen...except that the new date was double the original lead-time for the order. I called and was told 3 weeks ago that the item was on the container and would be leaving soon. Then last week I was told that the truck had departed for Georgia...none of these updates were reflected in my own tracking which apparently isn't tied to their convoluted (their word) internal systems. Each time I spoke to someone, they assured me that the November date was incorrect and that they had emailed the necessary parties to get an update from them. Each time I spoke to someone, nobody had responded to the aforementioned emails. A store manager went so far as to agree with me today that this was unprofessional behavior by their workers. I asked a customer service rep to just cancel the order, she told me that it required a special approval. I asked to speak with the person who could give that approval after telling her about the experience I had. She began trying to lecture me about the contract that I agreed to. Companies who point to contractual obligations as they continually drop the ball are a special kind of rotten. Then, when I told the store manager that if they don't cancel my order, that I would just tell my bank to not allow the charge, she "warned" me that I wouldn't be able to buy anything from West Elm or Pottery Barn again. I think I'll live."

"I ordered a dining room table and a cabinet. The table was scheduled for delivery in February and the cabinet was scheduled for today. Both had white glove delivery on the order. I waited and waited for the cabinet delivery, but they never showed. I finally called customer service and was told the delivery was cancelled because the warehouse couldn't find the cabinet! No one called or emailed me!! When a person pays nearly $4000 for a table and a small cabinet, one would expect better service! Needless to say, I cancelled the entire order and will NEVER do business with West Elm again! Hopefully, they don't cancel the refund to my checking account! If I could give them zero stars I would!"

"I spent over $2500 on two orders from West Elm. I received a defective play kitchen which took over 2 months to get a replacement. I ordered 1 bookcase and 2 kids book cases and paid for white glove delivery. The bookcase was marked delivered but it was never deliver. The smaller kids bookcases were delivered and were both damaged. The shipping boxes were destroyed. I tried to return them and I still haven't received replacements. I still don't know where the other bookcase is. Their customer service awful. I've been hung up on, I've been put on hold and left there for an hour and then I gave up. There is no way to talk to a manager and every agent tells me a different story. They are happy to take your money but then you never get your product."

"I own a local Charleston soap making business, Motherland Essentials, and I was given the opportunity to host a workshop at West Elm. I really appreciate the emphasis and opportunities for local small businesses in the store. In addition to working with the store, shopping there is great. The staff is very customer oriented and knowledgeable. The quality and design of many of the pieces in the store are great. Great place to shop!"