west elm 1201 Northwest Couch Street, Portland, OR 97209

"I have purchased a great deal of furniture and accessories through West Elm and have been very happy with the quality. The service has also been very knowledgeable and helpful. Unfortunately, when I returned a few months ago to return a decorative pillow, I received the most unexpected and rediculous treatment ever. I did not have the receipt so I did not expect much to come out of it but wanted to try anyway as it was expensive and in perfect condition. The lady behind the counter acted as if I had stolen the pillow and was so rude and condescending. I again apologized for the lack of a receipt but wanted to see if we could at least do an exchange. She said absolutely not as there was a strong odor coming from the pillow and it was covered in dog hair. This was simply not the case. There was absolutely no reason for her to treat as me if I had done anything wrong and with such disrespect. I will not be returning to this store."

"I had my best experience in a West Elm of all time today. It was all about the customer service - The staff were so welcoming and had great feedback on which items will fit the styling goals for my living room. I left with a rug that I love and look forward to coming back to this store the next time I’m looking for something special for my home."

"First experience with this company, the furniture looks beautiful. But just like the other 1 star reviews, the customer service online is lacking and completely disorganized. No way to cancel an order, no way to expedite an order, the rep told me her job (Elisa) was merely to read the order details to me and that was all, she didn't have any numbers or emails to anything, and when I asked for a supervisor, she disconnected. When attempting again I was told by Joyce that there was no formal way whatsoever to file a complaint, and if I had a complaint to "let her know and she will forward it to her supervisor". Yeah right. She then just kept asking what the complaint was, but refusing to let me file a complaint unless I told her what it was. Once I asked for any corporate email and a way to ID this dept, she disconnected as well. Why do companies put the least resources into training customer service? It's like once they have our money, nothing else matters. (Update: The item I ordered on 1/10 is STILL not here, it now says coming 2/8 then it moved to 2/12, is this a joke? I live in Happy Valley, and its taking over a month now to deliver something to me.... 2/13 despite the last three reps being very pleasant, on this day West Elm decided to offer me a refund, time wasted, no compensation for this, they said they simply don't have the item, yet the last 5 days I have received emails for this EXACT table on sale, what a ridiculously run company)"

"This review is not so much a criticism of the store itself, Charity assisted us through the process of selecting our couch and the staff isn't responsible for the product itself. First, the good. Using Affirm pay was easy and efficient and the couch was delivered quicker than expected. Delivery was smooth. For the Haven couch specifically, the quality is less than expected for a $3000 plus purchase. I've worked toward owning a West Elm couch as the crown jewel of my living room for years. 60 days into ownership, there should absolutely not be signs of deterioration from normal use of living room furniture. I've taken photos of the unacceptable areas I would like to share. The corners are not cleanly adhered and there is already a hole beginning to form on the inner right side. I am aware of the no return policy. My goal is to ensure West Elm understands the production of their furniture is not up to par with the expectation of their goods. I wanted to share elation of my dream couch, instead I am sharing my disappointment."

"West Elm has terrible customer service who are unwilling to problem solve. We have ordered many things in the past and most recently bought a small drink table for our living room that wasn't level- a drink would slide off. Asked for a replacement and sent the original back immediately. They received it on 12/11/23 but neglected to write this into my account, so no replacement was sent. Thank goodness for UPS tracking! Anyway, since they hadn't sent it and seem to be very disorganized, I just asked for a refund. Before asking me if returning it on my West Elm credit card was acceptable, they did it. It has a zero balance so I have no way of getting this money, and they refuse to reverse this to send me a check. Needless to say, we are planning on furnishing a few rooms this year, but I will not use them again. It's truly like we are a scourge on them for having the gall of wanting what we paid for, and that the customer service representatives obviously do not like interacting with customers. I can only surmise that this stems from management that is as rude and unhelpful as their workers."