West Elm

For your sanity I would just keep moving. Bought a dining table, chairs, rug, a dining hutch. While it all looked fantastic on the showroom floor, the table (glass top) is such cheap quality that it doesn’t even matter if I clean it. Its awful. The glass looks like there may have been some sort of coating on it, not applied evenly or correctly??? It is streaked, it scratches with ANYTHING. I’m talking EVERYTHING scratches this crappy glass top. On top of it, the chairs chip super easy. I’m not hard on our furniture but it should be durable enough to withstand normal use, the glass on the table is awful, it is so bad that I bet Ikea has better quality glass (cheaper too I would imagine) that what I got here. This is after a fiasco with actual damage merchandise they delivered and had to take back because I wouldn’t accept it. Its embarrassing to have people over, the glass is that bad. So much for a table that seats 6, I never wanna have company over.
Such a bummer, I love the look of a lot of the stuff that West Elm sells, but knowing the quality of what I bought, I will never shop there again.

NEVER BUY FURNITURE FROM HERE. My fiancé and I ordered 2 pieces of furniture from the store almost 6 months ago (October 2015 and now it’s April 2016) and we still haven’t received them. They somehow lost one of the pieces and then had to reorder it and when it came it was the wrong piece. This is 1 of probably 10 delivery attempts at this point. They give you one day’s warning when they want to deliver something and then they often don’t show up. We have wasted countless hours leaving work to be home for «deliveries», on the phone and emailing with people and they still can’t seem to get it together. We even went into the store in person and the manager there was extremely dismissive and rude to us.

Zero stars. We were in the market for a sofa and looked around at a lot of options. IKEA, World Market, West Elm and Crate & Barrel. We ended up purchasing the larger Peggy sofa in custom grey microsuede fabric. It was around $ 1,200, took forever (2+ months) to get here but it was beautiful when it finally arrived. Now we have a disaster on our hands. The buttons started popping off a few weeks in and I was annoyed. Having a newborn baby, being sleep deprived and very hormonal I stayed calm and chose my battles. I figured ok it’s just those buttons and maybe they weren’t threaded all that well. So I took the cushions to a local upholstery shop and got it fixed for $ 50 out of my pocket. Then more buttons started popping off and I went back to get more fixed. Finally I was at my wits end and asked my husband to call the Cherry Creek store where we originally ordered this sofa so I wouldn’t kill anyone. Being just as sleep deprived and scared of me, he called. The woman told him we could return it for a full refund. Great! That will resolve our issue and I can buy a sofa from somewhere else, I thought. Well we continued having button issues, close to 15 popped off this time and it looked awful. The fabric is slacking because the tufting is gone and it looks like complete crap. Thanksgiving and Christmas arrive and I’m honestly embarrassed to have guests sit on the thing but we carry on. Now I call the store to arrange for it to be picked up after the holidays because I just can’t any longer and am told by the manager that we can’t return it now because it’s been over 9 months and that’s their new cut off time. It had been just over 9 months since the order if you count the 2 months it took to arrive. At this point I’m irate due to the fact that I tried to fix the buttons with my own money (twice now) and gave West Elm the benefit of the doubt plus I needed a sofa so guests had a place to sit for the holidays. I was horrified at the suggestion that was made next, they could send me a DIY kit and my husband and I could put on all 15 new buttons in our spare time. Seeing as this was the only option given to me and I was told whomever promised us a return over the phone was just plain wrong, I told the manager fine but this is really poor customer service and I could not believe in all my years of shopping with this company, we had a DIY project on our hands. When I asked how long it would take to get buttons she wasn’t sure but would call me right back. My husband calls the next day about the buttons because we did not receive a return call about how long that would take. Shocking I know. We were told that they had not created a skew # for our custom grey fabric so no buttons would be sent until that happens. I loose my mind. Stare in horror at the couch week by week and then cover it up with pillows (some from West Elm). Two months later, a package shows up with buttons and what amounts to a ridiculous threading system to replace them via a chopstick-​like gadget with pictures illustrating the steps. You have got to be kidding, I think. No, no they aren’t. I am at a loss. We spent hard earned money on a couch that is touted as hand crafted and we’ve had nothing but headaches and then we were given a truly comical resolution. The worst part is I know we’re not the only ones in this boat. To have created a detailed training guide with colored pictures on how to repair your sofa means you’ve probably received hundreds, if not thousands, of calls, emails and visits about this awfully made Peggy sofa. You have to do better, West Elm. I will never shop here again. Your reputation has been tarnished. Although that World Market sofa was made in China for ¹⁄₃ of the price, I guarantee it would have held up better.

Do not use their delivery service! The internal communication and customer service is horrendous. They called to reschedule my delivery the night before– then the next day (the original date of delivery) they showed up earlier than the time I requested. I had not been expecting them, because they call the night before. Then I spent 20 minutes on the phone with the store manager, Anna, defending why I shouldn’t have to pay for another delivery… I haven’t experienced this much hassle since… I can’t even think of when. What store manage argues with the customer over a delivery process? Seems like a useless way to gain loyalty to the store. Plus, the staff is not trained well, otherwise the sales person would have told me they could not leave the package without signature as I requested.
Save yourself the hassle and just order online.

I absolutely love all of west elms furniture and fixtures so it truly upsets me that the customer service at this location is so awful. These people have wasted my time on numerous occasions, but this is what happened most recently:
1) I called and asked if they had a shelf in stock. I was told it’s not in stock, but it’s on display if I want to stop by and look at it and they can order it. Ok. I drive to the store, ask an employee the same question, and she says they supposedly have one on display but she «can’t find it». It’s not that big of a store… But thanks for wasting my time.
Fast forward a week to a different visit:
2) I pick out a new shelf I want that they supposedly have in stock. An associate is supposed to be grabbing it from the back. 15 minutes later, oh turns out it’s not in stock. Wanna order it? Ok. And then she tells me that they will not honor the store price, but the more expensive online price. So I say, ok so you have this on display in the store for a certain price, but nothing in stock so everyone has to order it. Then once you go to order it the price goes up because the online price is different. I consider that an enormous bait and switch, and incredibly not cool. Pretty sure that kind of shady stuff is worth a call to the BBB.
Won’t be wasting my time in your store anymore.

Though I haven’t purchased anything from here yet, I’ve got my eye on a media console for the living room. I can speak to the excellent customer service and I like that the furniture is not bulky or too traditional, I like the more modern/​urban/​mid-​century styling as I think it looks neat and tidy and is great for small spaces. The customizable approach here is also nice too– you can get about anything in any sort of fabric or color that you want.

Lori who works at this location was super helpful in helping me locate the item I was searching for. She went above and beyond to ship it to me in time for some renovations from Denver to Chicago. Thanks Lori!

We came to West Elm yesterday hoping to take a look at a sample of the Rosewood finish. At first, we couldn’t find anyone to help us. We asked a woman in the design center if we could look through a box of wood samples we saw, she looked through most of them, and said there was no rosewood sample. We asked if anything in the store was rosewood, so we could get an idea of the color. She said no. She turned and started working on a computer, and I thought she was looking for a good example of the color; after waiting a few minutes, I realized she started helping someone else.
At this point, I was a little frustrated. Then Edward asked if we needed help. We told him that we wanted to see the Rosewood finish, and he asked someone in the warehouse to bring up a nightstand so we could see it. He asked what product we were ultimately interested in, and we told him the Mid Century Bed (which is no longer available in Rosewood, but we were told we could order via backorder over the phone). Edward said he thought he saw one in the warehouse about a week ago. He looked in his computer system, which said they did not. He called the warehouse, they said they did not. Then he called again and explained where he thought he saw it, and they found it! It was the last one, on sale, and he even helped us find a coupon code for an extra percentage off! He was awesome to work with. Oftentimes, we, as young professionals, feel like we don’t get the same service that other individuals who look wealthier receive — I don’t know if they don’t take us seriously, or if they just don’t think we’re there to purchase. But Edward made us feel like we had his full attention. We walked out with the queen Mid Century Bed, and two of the Heston night stands, in Rosewood. All at a discount, and all in stock. We couldn’t be more pleased!

This applies to not just the store but the company as a whole. I ordered five chairs from them a month ago. I got confirmation that they shipped and I still haven’t received them. The store couldn’t help me and when I call customer service I’m on hold for almost 40 minutes. This is ridiculous. I spent over $ 1,000 on items I might never receive.

Today I visited the new Restoration Hardware store and felt it was too large and the size of the furniture was mammoth! The staff was cold and I did not get an hello from anyone! I did however go across the street to West Elm and found the merchandise and staff to be exactly what I was looking for! They were able to answer all my needs and I ended up a very happy customer and will definitely be back!!!

Braved that terrible parking garage to find a new coffee table and/​or bench. Employees were too busy holding their overpriced throws and stacking plates with ironic animals to even glance up and say hello. I’ll find a more helpful friendly place to spend my money.

Nice product but terrible customer service. I bought a desk for my home office. Part of it was in a warehouse in New Jersey. I get conflicting and incorrect answers every time I call the customer service. One day they will tell me that’s it’s in transit and the other times it hasn’t shipped yet. The store manager I fact told it was shipped. Then changed her story. Very misleading and inaccurate. Better save your time and go elsewhere.

West Elm makes nice stuff, sadly, the West Elm Denver store and staff provide the worst customer service I’ve ever experienced. Do whatever you can to avoid this store, and beware of working with anyone in the store to place your order.
Here’s a real life example of what you can expect. My wife and I went into the store and found a sofa we liked. We worked with Robyn to order the sofa, which sadly was on backorder at the time. She placed an order for us for the stock color and said at worst it would take 8 – 10 weeks to arrive. We had a large gift certificate applied to the order.
Weeks went by with no news on our order. I checked the West Elm site to find our sofa in stock, and also on sale for hundreds less than we paid! I called the store and asked if we could cancel our backordered sofa and pickup one from the store and get the sale price. The staff worked it out and said our order was cancelled and charged us again for the new in store sofa. They said we would get our large gift certificate in the mail in a week.
Fast forward a month… we got our sofa from the store, but still no sign of the gift card. We called the store and spoke with Barb who told us the card went in the mail yesterday and we would see it in a week. Two and a half weeks later and no card. What’s worse is that we just got charged for the other sofa! The idiots on staff didn’t really cancel our order. So we went in to buy one sofa and have now paid for two. We won’t be able to get our money back for weeks because of this screw up.
Multiple calls to the store to Robyn and Barb to discuss why we can’t get our money back or why they told us our order was cancelled have not been returned. To spend thousands of dollars at a store, then be charged twice and no one can explain why, issue a refund, or return a call is infuriating.
Avoid this store. Their stupidity will result in you having to spend days and hours on the phone dealing with the mess they can create.

We love west elm and I think the quality is great. We have also had great experiences with sales reps. However I will never buy furniture from them that they don’t have in store. We ordered a couch that was quick ship. It took 8 weeks. After 6 weeks passed i called turns out it was sitting there they just never called us. Then it took 2 more weeks before they would let us come get it. I was calling daily. Also Ordered 3 chairs that we were suppose to get in 6 weeks. 16 weeks later we are still waiting for them. I call 2 times a week and every time I am told something different. Do not order from them!!!

I see why this place only managed to snag three stars. It’s small. So what I would normally be able to shop for and take home is not here.
We fell in love with their wall mounted wine rack back in California a year or so ago. So we wanted the same ones for our new home here. We were told they don’t carry wine racks at all in general in the store. They do carry them online. Well for most folks we want to see the merchandise in person.
What was surprising was the staff that we talked to didn’t know they don’t carry them and had to go ask someone else. The wait turned out longer than usual because this person got «stuck».
So. In summary this location is small, the staff needs more training and what is up with the size of this location? This business in general has really great offerings but due to their store size here prob doesn’t carry most small stuff? They are though in fairness all about sofa and chairs and big ticket items.

Hello, I went to your Cherry Creek Denver, CO location, 7÷22÷2015. We arrived about 7:45pm. Right away an associate female asked if we needed help (was there with my three children are pretty well behaved). I informed her we were looking at the throw pillows. It was 8:00 then another associate member, Troy, came over to us and told us they were closed. I asked if we needed to leave. He said no to just finish up what we were doing. I felt rushed at this point and got my four shams and one accent pillow with sham. I hurried to the register and then told him I needed one more of the accent pillows. He said that was all he had. I went to get another (I wasn’t sure where those were since that accent pillow I wanted was on a couch). Then the kids mentioned they had seen another one and lead the way to it. I then told him that they did have more. And he said, «Oh I was referring to what was on the floor… that’s all we have.» I then told him that I wanted his help getting another one in which he just replies, «Oh.» All-​in-​all, I felt RUSHED and ended up getting the wrong size for one of the shams. I asked my husband if he could go exchange it today or tomorrow since I don’t want to be treated like he treated me yesterday. I’m not sure if it was because I had kids, because he wanted to get out of there, or what! It was not a fun or pleasurable experience.

We recently ordered Tri-​Ply Copper Cookware from West Elm and were so happy when it arrived. When we unpacked it and washed it, we decided to hang them on the kitchen walls of our loft. So most of what we purchase these days is inherently assumed to be made in China, however, under the elegant ««West Elm — MARKET» branding is an equally as large «MADE IN CHINA». I’m disgusted. A tiny «Made in China» would have sufficed. Not something I would want to boast about.

While I love the merchandise, I just refuse to shop in the store after so many bad experiences. I live about 10 minutes away, but pay the extra shipping costs online just to avoid dealing with the employees in the store. I’ve honestly never encountered an entire staff of blatantly rude, unknowledgeable, and lazy people. It’s like they are trying to get you to not shop here. Online and phone customer service is great. Avoid the store at all costs.

I went to a Terrarium Workshop with Brittney Terry of Brightside Flora on 5÷30÷15 and I had a lot of fun! I learned so much about making and crafting a thriving terrarium, and had a great time with the other people attending the class. Brittney was very knowledgable and easy to work with. She was also very patient and answered all of our questions. I would actually love to give this a 4.5 stars versus just 4, because of the general pricing of West Elm Items. The class did include the container, the plant, and other materials (soil, rocks, moss, etc), but I feel like I may have been able to find a cointainer for a little less elsewhere, but I know you are paying for that West Elm brand.
I would definitely attend another event hosted by West Elm.

I ordered and returned about $ 3500 in furniture due to the over all poor attitude and awful customer service from the store employees. Every item i ordered was damaged. This I understand as accidents happen. What i have no understanding for is the craptastic response I received from the store manager and staff when I enquired about getting the replacement furniture shipped out. So the replacement turned into a return. Good job West Elm Staff!

I love West Elm merchandise but I won’t be visiting this store anymore. The sales staff are pretentious and have a «I’m too busy for you» attitude. I went to Crate and Barrel and had a much better experience there. I’m writing this review because I have the same experience at West Elm every single time (we just bought a house and are in the middle of decorating) and it’s ridiculous. I’ve purchased quite a bit at this store, but no more. Additionally, I purchased a side table here a few months ago. The packaging was damaged and had obviously been returned. No big deal. it required assembly but was missing a few screws. After another trip to Walmart to get the screws, I assembled it and figured out why it had been returned in the first place– it had a factory defect. Someone returned a defective table and this store resold it! Waste of time.

I am extremely disappointed with the customer service at the Cherry Creek store. I have been a customer for quite some time now and feel as though my money could be spent elsewhere. I was shopping for a rug and had to run after several sales associates for assistance. After flagging one of them down, she acted as though she was too busy for me and actually stated they were «so busy». One should NEVER, EVER say that to a customer. I have never experienced such disregard from a «high end» store. I will not be purchasing anything from West Elm again.

So… I’ve been a West Elm customer for several years. A couple of years ago I redecorated my home and used some key products including a BELLO SHAG RUG. DO NOT buy this crappy, low quality rug — after two short years in a very low traffic space, the rug is constantly shedding, yarn comes out every time I vacuum it, and it looks sloppy because of said shedding and loose yarn. West Elm has been giving me the run-​around for almost two months in replying to my complaint. While I do not deserve a full credit, I do want the company to take some approximation of responsibility for this crappy rug that I paid $ 600. Be careful what you buy at West Elm…
02−282−749−5712

Just moved to Denver and pretty much needed everything.
We were lucky enough to work with Colleen and you should def ask for and wait if she’s busy. She was thorough, professional, and very detailed in getting our large order correct and verified.
West Elm has some great stuff for very fair prices that will not break the bank.
Overall I am impressed by the store, the availability of merchandise, and how we have been treated by the staff.
The store does get busy and that’s because they have great stuff and lots of people in trying to make purchases. While it would be nice to see more staff and sales people, once we met Colleen we were treated very well.
I am excited to receive the couch and other items we orders. So far the patio set and the dining room table & chairs has met our needs and then some.
Very pleased to recommend West Elm and their caring, professional staff!

Ordered a lovely couch (sectional w/​Chaise). Sadly upon ordering I didn’t get a set of legs and had to get that charged after the fact. Then upon receiving the couch + legs … the legs didn’t fit. Nor did I have enough (need 5 for a chaise).
Details are important — this store seems to overlook them.