west elm

"I had the best experience buying my furniture. I was assisted by Kristiam who is highly knowledgeable, has the best taste and one of a kind service!"

"Customer service was extremely poor. I returned a wall sconce that when arrived it looked very different that what it appeared on the website. It looked cheap, the glass was thick and it did not look elegant as the website. For these reasons I returned it, as a unsatisfied customer I requested to return the item. Over the phone they told me they were going to return the original amount of $112 minus $16 for delivery fee. To my surprise I only received $65 back. When I called and spoke to Demetria she said it was decided west elm would only return $95 for the item minus $30 for delivery fee. Does this sound fair for an unsatisfied customer? I asked to speak to a manager a I was told no one was available. Did my concern get resolved? no. Based on such I say customer service and store gets only 1 star. I wish the store would be more reasonable when it comes to a return and to be honest from the beginning since when I asked I was told I would receive $112 minus $16….. based on what was the return amount calculated? I checked the return policy and there is no disclaimer. It just says by when to return it and how."

"Customer service in the store was great, but the company as a whole needs to be fixed. I ordered a couch on September 3rd that was advertised as quick ship, estimated delivery Sept 13-27. We’re now in early December and I still have no couch in my apartment… on the phone they blame the shipping company, but it hasn’t even been sent to the “delivery center” yet according to west elm’s tracking system. I also had an issue with a bolt/etc missing from a little drink side table I ordered and they said it would arrived in a few days and it didn’t - then they moved it to a few months and when I called they recommended trying the local hardware store… which I did, and now I have a wobbly side table - used the dimensions they recommended and still no luck. Giving it 10 more days before I cancel my order. Their store is nice, but setting an expectation of a week and a half to two weeks and taking more than 2 months is unacceptable… don’t advertise it as quick ship as that was a big selling point for me as I needed something ASAP. Ordered the grey haven couch that you first experience when you walk in… amazing feeling couch, shame that it seems I won’t get the chance to own one even though I paid $2K+ for it. I would recommend to only buy side pieces like lamps from West Elm based on my experience…"

"Ordered a very expensive sofa and it came missing legs and dirty. Terrible customer service. Contracted delivery to Ryder and they were terrible. Better off going elsewhere. We won’t be back ever."

"This store is bigger than others and the service is really good as usual, they have a unique style that fix any home decoration."