west elm

"So... my disclaimer is that I haven't yet received my item because I just ordered it, lol. HOWEVER, my experience shopping with West Elm in Milwaukee was phenomenal. I worked with Axel who was completely attentive to what I was looking for. He found me the perfect sectional and really worked with me and customer service to make sure it was exactly what would work for my apartment. He made himself totally available to me, made a lot of time consuming phone calls, and never complained in order to get me exactly what I wanted. This was one of my first big furniture purchases on my own and I was a little nervous about it before going in. But I could not be happier with my order and experience. I am totally confident they i made the perfect decision going to west elm and would recommend it to anybody. Thank you for going WAY above and beyond, West Elm and Axel!"

"July 2023 - Phenomenal service. I got a small dining table and chairs. The staff went way above and beyond to make sure I was satisfied, and were fun people besides. I have been a West Elm customer for many years and it's worth the money."

"Is there any option for negative stars? Waited 3 months for a rug to be delivered to store and never received it. I called the store and they simply cancelled it after I baby sat the order for 90 days. They didn’t even ask if I wanted it to be delivered to my home due to the inconvenience. Ordered a fireplace cover to be delivered to the store and “they lost it.” Store manager said it was delivered with nothing but an email. They couldn’t tell if it was a customer order or an online order for storefront merch. That order was canceled. Finally ordered some tencel bed sheets online to be delivered to my home (hey, can’t mess up that, right?) Nope - wishful thinking. They were delivered damaged. Terrible customer service - they had an excuse for everything. 3rd time is a charm - will not be ordering from here anymore."

"Proceed with caution! After 4 months of waiting for two swivel chairs, and 5 scheduled delivery days/times when the Ryder Last Mile delivery service failed to show up, we finally have our chairs. They arrived damaged and unboxed and looked as if they had been rolling around in a truck for weeks. Attached see the small bit of plastic that was wrapped on part of the chairs for delivery. The swivel feature is broken and both chairs spin at random, even when there is no one in the room. West Elm customer service has refused to replace the damaged chairs (although they are still available on their website.) We are still waiting on a couch (ordered in June) and though it hit our credit card weeks ago, it is now "lost" according to customer service. Again they blame the delivery company, and the delivery company does not answer its phone. Please save yourself the time and frustration and spend your money somewhere else."

"I first fell in love with the couch we ended up buying in Colorado. After finally deciding on investing in the beautiful sectional we would only later realize what a hassle it would be. To make it short: the ottoman had an intense dip within weeks which we got exchanged, free of charge. This process took too long in my option. Then when we got the new one this one too had an intense dip from the start. The long cushion on the sectional was not pulled tightly giving it a saggy look and feel (when you are paying almost three grand for a couch this is unacceptable). After being in contact with my contact at West Elm Milwaukee (who was nice) she put us in contact with the support. Honestly, the worst support I’ve ever experienced. No one talks to one another and it takes ages to get anything done. Then, once a replacement is ordered it takes ages to arrive (I get it COVID but still, not okay when you took care of ordering it in advance and then have to wait 3 months for a replacement cushion). All in all I am extremely unhappy with this experience which makes me sad. They didn’t even offer to give us a partial refund or if they could do anything to make up for it. Beware when buying from West Elm...make sure you REALLY like it and preferably have it be something that can’t become an issue like our saggy couch unfortunately did. Total time invested? February to mid June. I did get my full money refunded but do I have a couch anymore? Nope. How annoying. @westelm - if you have questions feel free to reach out! I’m happy to answer them if I can improve someone else’s experience in the future."