west elm

"Great location. Like any other furniture store nothing wow in the store. As you head to the back of store it seemed cramped with linens and furniture. Also this is where I saw most people so that added to the cramped feeling. Restrooms are at the back of the store, they are clean except for the sink."

"ZERO STARS! They "pride" themselves on being considered a luxury brand. However, with a luxury brand, they should offer exceptional customer service. They don't! My order was placed on the 8th. Expected delivery was the 17th to the 21st. Then without notification, it was changed to the 21st to the 4th of the following month. No updates. I've reached out more than a handful of times with them telling me everything is on schedule. But it's been over 3 weeks and still nothing. I call again and get transferred back and forth wasting another hour on the phone with their reps speaking condescendingly to you. Finally, so fed up, I just want to cancel. And then they say my order can't be cancelled and that'd I'd have to call back another day to cancel. Unbelievable! I can't speak to a supervisor. None available. Supervisors will not call customers. So I have to call again to speak to one? I have to call back to cancel an order that's not even in my possession? This is the twilight zone! Wake me up out of this nightmare! Poor excuse for a "luxury brand!" I see many others that have had the same nightmare from West Elm."

"Waste your money elsewhere… After waiting 3 months for our sectional coach, it was delivered three weeks ago with a missing piece. They said it would take 1-3 days to find it and deliver it. After calling and emailing daily, we finally got a hold of someone a week later. They said it was lost and they would have to order a new one (never reached out to us to tell us this…). The agent on the phone placed an order on the phone and said it would be delivered in 3-5 days. Radio silence… After not hearing anything and multiple attempts we finally got ahold of them today only to be told the replacement order had been canceled (on their end without notifying us) and a replacement would take at least 2 months."

"I don’t understand the bad reviews. I ordered a custom upholstered storage bed. The Emmett. It took around 2 months to make which is what was estimated and it was available to deliver 2 weeks before the maximum date. The bed came and it was excellent, crew assembled it in minutes. It had a slight drawer problem and west elm was very happy to send someone out who basically played with the side rail and it slides properly now, full ball bearing slides too. Would recommend them. The price was justified for what we ordered my wife and I are very happy."

"If I could give 0 stars, I would. I bought a king-size Emmett Side Storage bed less than 13 months ago. I went to pull out the drawer, and the entire internal mechanisms fell out. I barely used the drawer, so I had no idea it was even faulty. The screws are too short to hold the drawer rails, and they are screwed into a quarter inch thick type of balsa-like wood. I called customer service, and their only response was "sorry, there is nothing that we will do to help you". How does this company not stand behind their expensive products that they are selling? Their customer service is horrible! The girl on the phone sarcastically said, "Have a nice day" and hung up on me when I expressed my frustration to her. I recommend shopping from other companies who actually value their customers, and carry better quality of products that literally do not fall apart."