west elm

"The absolute worst experience of my life. If I could give 0 stars, or even give a negative stars, I would. I purchased my couch on November 27, 2023, and was told that the initial delivery was between 12/9/2023 and 12/23/2023. I was called and asked for my availability and it was agreed that my couch would be delivered on 12/9. On 12/8, I was told that there was a delay and that a new delivery date would be scheduled once my item was in the warehouse. I was confused, given I already had a delivery date and so I inquired why I was notified and asked to select a date for delivery of the item if it was not even in the warehouse. The agent could not respond and simply told me that I'd have to wait. I agreed and waited for the next communication from West Elm delivery. However, no such thing happened. Week after week I had to check in to locate my item, and week after week I was told that the item was in processing. Almost a full month later, On Dec 23rd, I called west elm store with my frustration on their lack of follow up and the disconnect between the purchase of the item and delivery of said item. I spoke with Juvy, store supervisor to which i was offered a discount for the inconvenience. My delivery date was changed to January 10th. I asked that he follow up with me in 7 days on the location of my item to which he never did. When i called back, he was on vacation. I requested to speak to the store manager, to which he was of NO HELP. Continued spouting 'company policy' and that there was nothing he could do until Jan 10th. On Jan 10th @1015 AM, I called West Elm delivery hotline, and to my dismay, I was told that a new update had been written on my account. Per the update, upon opening of the container, my item was nowhere to be found. At that point I could only laugh. The utter ridiculousness of it all. An entirely new order was created for the same product and I was told the new delivery date would be Jan 20th to Feb 7th. Now you'd think this would be it. But noooo. How could it. After speaking to the delivery team and establishing a delivery for Jan 20th, today Jan 18th I am notified that unfortunately my item was not available for delivery on Jan 20th and instead it's Jan 23. When I asked the agent why she rudely indicated that the item was not yet in the warehouse. So here I am, absolutely livid by this situation. 51 days, almost 2 months in, and still no couch. I would highly advise anyone looking to purchase ANYTHING from this store to quickly change your mind. They do NOT care about the customer experience, only making their commission. If my couch is not delivered, I shall be requesting from my banking inst. to void transaction for services not rendered by fraudulent business."

"If you're prepared to endure extensive delivery delays, consider purchasing from West Elm. I visited their store on July 29th and made several purchases, including a couch, a bed, a coffee table, and a nightstand. They initially promised delivery by mid-August. However, I received no order updates until mid-September, prompting me to contact them. They informed me that all items were available for delivery except the bed, which wasn't ready. I agreed to receive the other items, but on the delivery day, the coffee table lacked its stone top, arriving with only the base. As of today, October 25th, I still have no updates on the bed or coffee table. This experience was highly disappointing, and I won't be shopping at West Elm again."

"Stylish furniture. Ended up not seeing anything we wanted, but some items we might come back for in future. More expensive than Ashley, Jerome’s etc, but affordable for more stylish furniture. Seemed like everything could be customized. Clean store. Nice location in Mission Valley."

"West Elm has the absolute worst customer service for a furniture chain of this magnitude. We ordered a couch Memorial Day, was supposed to arrive in July. No big deal, we understood supply chain issues. In August, still no couch. Started following up, they scheduled delivery. Called to confirm was told actually the delivery was cancelled and only 2 of 3 pieces of our sectional arrived. Had to reorder a left arm chaise that was missing. Wait another 3 months. Delivery scheduled for this morning and we received two left arm chaises and a right arm chaise and no middle piece… come to find out, they think the original was labeled wrong but they’re not sure and it will take probably another 3 months for this piece to come. We’re ready to send the whole thing back and cancel. I’ve never in my life dealt with such incompetence and lack of common sense in my life. We will NEVER order from west elm or Williams Sonoma ever again. And I will tell every single person who asks that I absolutely do not recommend them."

"Simply put, Jonathan Price (Sales Associate) is an outstanding human. He really goes out of his way to ensure that you feel comfortable with whatever it is that your planning on purchasing. He’ll even move around furniture in the store for you so that you can get a visual understanding of your imagination! You got a question, he’s got an answer. Cool dude. Also wanted to give a shout out to Duncan Frantz, the General Manager. Such a cool, calm and collective dude. He’ll definitely assist you in whatever it is that your interested in and won’t pressure you into getting things you don’t need. I appreciate your assistance, Duncan. As for the store, so aesthetically pleasing in there. I could walk around for hours in there and not get tired of it. It’s clean, well organized and smells great. Most of the negative reviews that I’m seeing people post on here are out of the stores hands. Shipping, shipping, shipping. That’s all I’m hearing. I’m sure that when you sit down with these fine people, they TELL you of the shipping dates and that if it’s delayed shipping due to high demand or that logistics is going through a tough time at the moment, than that’s on the customer. Understand that! Be flexible. Before coming to these types of stores, have a plan and have patience. This isn’t something you can just walk in and walk out in a matter of minutes. Especially if what your looking for is what everyone else is looking for! Anyways, attached pictures for your viewing pleasure! Have a great day."