west elm,

2929 Magazine St, New Orleans, LA 70115, United States

"0 STARS!!! BUYER BEWARE!!! West Elm has 1 out of 5 stars on BBB. Just google it and see for yourself. Unfortunately I was not aware of this until after placing an order. Do not make the same mistake. DO NOT make any large furniture orders that require delivery. I placed an order for a sectional in store with one of the associates for over $3k in May 2023. The company called me in July 2023 the afternoon prior to the delivery appointment to let me know the sectional was damaged and would therefore not be delivered. An order for a replacement sectional was placed without my consent. I tried calling customer service but was hung up on multiple times. I tried calling the store (since I had placed the order in store) to see if the associate could assist me. The associate who I placed the order through was not at work. The associate who I spoke to was extremely rude and said she could only relay a message for customer service to call me (which of course did not happen). The next day (the date of the original delivery appointment) the company showed up to deliver the sectional which was indeed damaged. They then tried to deliver half the sectional in August 2023. The delivery driver even said "I thought it was weird that it was half a couch". Ok sir, then why did you not question it at the warehouse before driving miles and miles to my house and wasting even more of my time? I then called customer service to request a refund/order cancellation. While on the phone with customer service I received a call from West Elm. I could not answer since I was already on the phone with customer service. The VM stated that an WE employee cancelled the order for half the sectional for some unknown reason which is why they tried delivering half a sectional today. After continuing to argue with customer service for almost an hour (they tried to tell me the sectional was currently on sale so they could not issue me a refund for the full amount I paid, then told me they would send a refund check for part of the amount and refund another amount to my card yet the total refund was still less than what I paid), I had my husband call the number from the VM back on his phone. They promised to deliver a whole sectional next week. I hung up on customer service since they had me on a long hold again without even letting me know I would be placed on hold. I hope that the delivery goes well next week so I can finally be rid of this headache and never have to deal with this company again."

"Aileen in delivery and scheduling was incredibly helpful and efficient when I was in contact with her regarding the delivery of a bed frame and dresser. I recommend ordering from West Elm, as the customer service is amazing."

"First time I was in store..Nice space and salespeople let you know they are , if you need them. They do not follow you around. A bit pricey , but sales are good."

"The sales associate that helped us today is Chelsey. She is extremely courteous and very informative. She was knowledgeable and professional. Her customer service was the deciding factor in our purchase."

"I Purchased a brand new table and was unaware that table had been previously repaired. As I was playing with my dog, I so happened to lay on the floor and look up. While looking up,I discovered that the table has multiple areas that previously split and had been repaired prior to us buying it. This is supposed to be quality furniture but unfortunately, it is cheaply made. SO PLEASE LAY ON THE FLOOR AND LOOK UNDER THE TABLE BEFORE YOU LET THE DELIVERY MAN LEAVES BECAUSE THEY ARE REFUSING TO REPLACE MY TABLE TOP NOW."