west elm

"Leslie and the design team were very helpful in our decision making, the product quality for our outdoor patio set has exceed our expectations, and the shipping was right on time. West Elm has earned more of our business."

"I have had at least five interactions with this store and each time has been equally terrible. I went into the store to look at fabric and decide on the couches I wanted to purchase. One guy seemed annoyed that I had questions about fabric. I found someone else with a better attitude to help. When I mentioned that I could just go home and order online, the lady I spoke with talked me into ordering straight from their store instead of the website. She sold it by saying "if you have any issues with the delivery you can just call us directly instead of dealing with our customer service!" Wrong. I had two different deliveries with no issues, but on the third oder it was considerably later than expected. I understand things happen. When I called the store to get an ETA, they had to give me another number. The fella then explained to me how delivery service works - that they don't handle it and have no direct line to the delivery drivers. Other locations in the metro area provide a much better customer experience. And if you do decide to order, you might as well do it online so you don't have to interact with their employees."

"INCOMPETENT. Do not buy anything from this company. I STILL DONT HAVE MY ORDER AFTER ALMOST A YEAR. They stole our money. This is my first review I have ever done. The level of unprofessionalism and utter incompetence this company has shown us is unbelievable at this point. We ordered a custom made bed from West Elm in November of 2022. Almost a whole year later and we still do not have our bed. The initial delivery attempt was made in March and it was noted upon unboxing our bed there was a broken piece and the bed could not be assembled. The delivery team left a half assembled bed that we were unable to sleep on. They were at my house way past the estimated time and went to leave around 10pm, only to discover their truck wouldn’t start. My husband drove them to go get gas for their truck. Mind you we payed extra for the ‘white glove service.’ I immediately called the store the next morning and was assured it would be handled and the broken piece would be shipped and the bed would be assembled correctly. At this point it left us sleeping on the floor while we were waiting for the correct part. This waiting went on for months and took up many hours of my time making phone calls and sending emails. We finally heard back they would be delivering the missing part. I cleared my day once again for delivery only to discover they showed up with the wrong piece. This happened 4-6 more times through the next few months (I lost count because it happened so frequently). I would call and verify the correct piece we needed and would clear my whole day for delivery and the incorrect piece was delivered. I exhausted all options in getting anywhere with phone calls and emails to corporate. I even sent the president of West Elm Day Kornbluth an email. *Crickets.* It was almost impossible to get anywhere with any corporate officials from West Elm. We finally decided the best option was to start over completely with the bed and reorder since we were told by West Elm they were not able to locate the part we needed. Several months later, we had a delivery date once again. The morning of delivery I was called and told the headboard of the bed was sent to the shop for repairs and was damaged in transit and the bed wouldn’t be delivered. So here we are a whole year later, West Elm has not delivered my product and has kept my $2,300. They have made no attempt to swiftly rectify this situation. This used to be my favorite place to buy home decor and furniture. I have multiple pieces in my home from them. Now every time I hear the name West Elm I get a pit in my stomach thinking about all the anxiety they have caused me and my family. So if you are thinking about ordering anything from this company, please save yourself the stress and do not make a big mistake like I did."

"Beautiful home store. Great layout. Customer service friendly but not over the top. Parking is plentiful. ALERT: Don’t park in this lot (@Lenox Overlook) if your going to Lenox Mall. You will get a boot!"

"Good Morning, Unfortunately I had a terrible experience with west elm. After placing our order with no problem. We experienced a lack of communication and the lost of our item for a full month (west elm could not tell us why our product was late nor did they have any idea where it was). We called and received the run around and no information on numerous occasions. After receiving the run around and terrible customer service, we complained. West Elm offered compensation for our experience once the couch was delivered and apologized. Of course once the couch was delivered that offer never was not honored and they pretended it never happened, even though I had everything in writing. (Why offer that if your not going to do it?). In addition to them basically ignoring their offer to compensate, we also received the couch with a rip in the bottom of it, it was 2-3 month late. The rip is large enough to need repair about 8-10 inches. We have been waiting for weeks to here back about what they plan to do about that. This has truly been the worst customer service experience and the worst buying experience I’ve ever been involved with. Words cannot express how disappointed I am. Obviously the story was longer but I cut it down for the review."