west elm 6160 Avalon Boulevard, Alpharetta, GA 30009

"Do not order anything online they will just keep delaying your delivery date and hold your money hostage. Terrible company."

"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 lever 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. ***UPDATE*** We ended up cancelling our order with West Elm in September. Five months later and I am randomly still receiving calls from West Elm trying to schedule delivery for the broken piece of our bed. Every time they call, we tell them we cancelled the order months ago and yet they still keep calling us saying the order was never cancelled. I’m not even surprised at this point, the whole company is absolutely incompetent. I ended up going to Ashley furniture and getting an awesome bed that we ordered and was delivered to our house the next week with absolutely no issues."

"Peggy was very knowledgeable, she made our shopping experience very easy and smooth! Highly recommend Peggy! Thank you!"

"The sales lie to your face! I ordered two items but one is in stock and the other needs two months to deliver. Sales said no prob I can arrange two deliveries for you so you can enjoy the in stock item first while waiting for the other. After you surrender your credit card, everything changed: two deliveries were combines into one in the system so I need to wait 2 months to get the 'in stock' item. I called customer service and was told "no split delivery for order under $5000". That sales person never mentioned this rule and was lying to my face. They just want your money!"

"Spend your money somewhere else at a place that wants your business. We used to love west elm, but not after this experience. We’ve been waiting for our bed for over 10 months now. The customer service has been incredibly unprofessional and rude. We’ve been lied to, hung up and ignored on almost this entire process after ordering. We’ve taken multiple days off work to wait for the “white glove service” to deliver a bed with missing/damaged parts and nothing but not my problem attitude and it happens every day. We’ve also spent numerous hours on the phone with them getting no where. After we sent pictures that we are sleeping on the floor with their bed incomplete in our bed room, they agreed to a loaner bed. That loaner bed came with missing parts and they were unable to assemble. They left parts from the new and old bed on our porch, master bed room and garage. We still do not have our bed but they have our money."