west elm

"The store team was actually very helpful, but as others here have pointed out, the shipping is terrible. We spent about $6,000 and they charged us the delivery fee twice ($250 x2). The products were delivered 3 weeks late and were the wrong furniture initially. They eventually refunded $300 after hours spent explaining the order and asking why it was so late."

"Store service is poor. Have been trying to get a chair delivered for over 3 weeks. They have system issues with their delivery company, I was told 2 weeks ago they called the company and would have the chair delivered at latest by Monday. That did not happen. Called today and got a very rude and unhelpful store associate - said they are too busy and can’t say when they will address the issue. Recommend ordering from Room & Board, their service and delivery are great."

"VERY poor service. The older lady in the front was very superficial and standoffish. I thought she was pretty bad but then I came across another younger lady with long hair who was even more EH. This was my very first experience at West Elm and I can guarantee that I WILL NOT be returning. Holiday shopping should be jolly and fun, but the staff here totally spoil that experience. GO TO CRATE & BARREL down the street. They are SO MUCH BETTER and MORE PROFESSIONAL. Gift wrapping is non-existent here as well. I purchased several items as gifts and all they did is cover it up with packing paper and slap on packing tape (all wrinkled and crooked). It was very sad looking and there is no way I would gift that to anyone. I hope staff here really read these comments that customers have left and self-reflect on their lack of professionalism."

"I have been in and out of the show room a few times while we decided on two purchases. The staff suggested that we order our items through the store, vs. online. Then if we were to have any issues with our order we could call a real human at the store and not the 800 number for customer service. I'm glad we followed their advice! The Haven Swivel chairs we purchased are amazing. The staff recommended the performance velvet and I'm glad we went with their suggestion - I never would have picked that type of fabric on my own. It is holding up to kids and cat well so far! I'm grateful for the designers in the store. The Table we purchased was less perfect. :/ We needed a small table and while the dimensions were great (as was the durability, color, etc), the legs of the table were such that we couldn't fit 2 chairs on the long side and we needed one short side of the table to sit against a wall (small space!). After living with it for 5 weeks I called the store and asked if we could return it. We loved the table but the chair issue wasn't practical. The manager was very nice and even though we were out of the 30-day return window, they agreed to make the exchange for store credit - an easy yes for us and something they didn't have to do. I doubt that the 800 number for an online purchase would have been able to have that latitude in making the exception. I'm grateful for the design staff, manager, and the showroom so I can check-out finishes and furniture in person. Thanks so much!"