west elm 2955 East 1st Avenue, Denver, CO 80206

"First of all I ordered online, but since you can't review them online this is the store that is closest to me. I have been in here a few times and the employees are unbelievably rude so one star is a little generous for them too. We ordered a cabinet for our bathroom. It showed up literally destroyed. It was clearly a returned item that had multiple pieces of cardboard used to ship back, still had pieces of cardboard with the original purchasers name on it. Every corner was cracked, the seams were coming apart and it was generally a disaster. To not even take the time to check a returned item and or repack it properly is an absolute disgrace. Not to mention the item itself was clearly cheaply made to begin with even though the price does not reflect that. You can get higher quality items for 50 bucks on Amazon! Steer way clear!"

"Ordered a media console and two rugs from West Elm online. Waited two months for delivery. When they arrived, I received three items, but only one of the three was what I ordered. I was sent a coffee table instead of the media console, and one wrong style / model of rug. WHAT A PAIN / JOKE - how does a reputable company not verify the correct items are being sent to a customer?"

"do not waste your time or money shopping at this place! they are completely disorganized and do NOT care about cusotmer service, we purchased a dining table from this place towards the end of october 2023 and paid the required $300 delivery fee. They "delivered" on Nov 18th but did not bring the hardware, they left the table and legs (very heavy) in the middle of our living room and just left, we assumed they would be coming back later the same day to finish setting up but when we did not hear back, we called them and found out they could not find the hardware. we  went back to the store and spoke with the manager, and spent over TWO HOURS trying to figure out what to do. they said they can come pick up the current item and promised us an expedited redelivery on a new table between dec 3rd and 13th. they came back on Dec 3rd and only brought a table top, no legs or hardware, we sent them back, they called us the same day saying they have the legs and the hardware and will delivery again on Dec 13th. they came back today with the top and legs and NO HARDWARE (Exactly where we were about a month) and without a plan to fix the issue. They say they have an "investigation" to figure out what has happened. but we have to pay for this table and our west elm card, without any plan for them to figure out what has happened or any guarantee that they can actually deliver this table. We have had to wait at home for them on FOUR DIFFERENT DAYS, had to go back to the store TWO additional times, and have wasted countless hours on the phone with their customer service. We spent so much time picking out this table and were supposed to have it for thanksgiving and the rest of the holidays, now we don't even have enough time to get a table from another store in time. This is so unacceptable for a place that calls itself a luxury furniture store and charges $300 just for delivery! when we asked for a refund on the delivery fee, they said that is "impossible"  because it is a third party - why would you pay a third party hundreds of dollars if they are incapable of doing their job? the store manager, Rueben, promised us he would be "on top of this issue" and follow up and make sure all the items were there before the attempted delivery, but has made ZERO effort to follow up at all. so completely disappointing. don't waste your time with this place!"

"I have been ordering from this company for years. Paid $2,300 for a dresser, in less than a year it started falling apart and was barley ever used. Started a claim and over a months period of time no one ever got back to me. Spent hours on the phone. Then they told me there was nothing they can do. They obviously don't care about the planet or their customers, they sell absolute junk that they don't stand by. I will never support a company that sells furniture that they don't even expect to last one year - they are part of this earths problem. GROSS!"

"I ordered a vanity with marble countertop in September for a renovation project. I ordered about 6 weeks earlier than I needed to to account for shipping and contractor scheduling. Turns out I needed every bit of that time. The vanity arrived 10/13 with a countertop cracked in 4 different places due to improper packaging and shipping. Now West Elm is telling me the middle of December is the soonest I can get a replacement. It was supposed to be installed next week (Oct 20). The vanity was scheduled to be installed next week. The customer service people have been apologetic, but I’m told there is no way of escalating the issue. This is what you get for $3,000."