West Elm

Just an update that I finally got their online customer service to respond after asking for a manager. So buyer beware, if they damage something to your home, you have 24 HOURS to file a claim.
They also claim that they are not responsible for the shoddy assembly job the delivery guys did since I did not purchase the headboard and bed frame together, which I did do.
DO NOT BUY FROM WEST ELM.

Hanging with the daughter. She has a Xmas gift card from two years ago. Needs to buy something at West Elm. She just couldn’t find a thing that she wanted bad enough. We left empty handed.
They have a lot of beautiful things. I didn’t even look at the prices. I don’t need a thing! I work for food!
If I had a big space to decorate this would be a nice place to shop. I like the blue glass and wood furniture.
If you’re newly married or in to home décor (and can afford it) I would recommend West Elm.

Their delivery and customer service is amazing bad. They first arrive 30 mins earlier and I have not yet home. They tell me you have to reschedule. The second time delivery they did not show up. When I call them, they told me you have to wait or reschedule. They also treat customer pretty much not polite when I call them and they tell me it is my fault

West elm stole my money. I ordered a love seat. I scheduled a delivery. They sent me a confirmation. On the day of that CONFIRMED delivery, no product arrived. I called them, spent 2 half hours on the phone (the first time they dropped the call when I hit an agent), then told me they had no record of my order despite having a confirmation email and order number all sent to me and forwarded to them. The «department that deals with that is closed today, so there is nothing we can do to help».
I had to call my credit card company to get my money back. My wife did some research and discovered this kind of run around with this company is standard faire.
This is after waiting a month for delivery in the first place.
check out:

To echo many of the reviews already written, my review is for the West Elm company, NOT this particular store, but the ENTIRE company. The customer service is horrific. I ordered a bed in August and specifically ordered this bed because it was available within 3 weeks (I was sleeping on a mattress on the floor). The day my delivery was estimated for I had still not received a call to schedule delivery, so I called customer service to find out the status. It was at this point, not before, that they informed me that my bed was on back order for a month. I was upset that no one had contacted me and was told I would receive a merchandise credit gift card after the bed was delivered for their mistake. Fine.
In October, the week after they had quoted my arrival, I called again, having heard nothing. I spoke to 4 people and spent hours on the phone. I was told at this point that the bed was still on backorder, probably until January. I asked to cancel that order and choose another bed, one in stock. I agreed to pay an additional charge for the more expensive bed and was told it would arrive within a week. A week later the delivery was scheduled and I took an unpaid Friday off work to meet the truck. 15 minutes before my scheduled delivery they called to make sure I had the rails for the bed because they weren’t on the truck. I, of course, did not. I called and left messages for 2 employees who were managing my order, neither called me back. No one confirmed when delivery would happen. Monday, I spent 45 minutes on hold trying to see if I was going to get my bed. Delivery was scheduled and I received my bed in November.
Finally, a social media outreach employee discounted the bed so that I wasn’t paying anything additional for the much pricier bed. I felt better about everything but still didn’t want to shop at West Elm again. THEN, 2 weeks later I got a $ 300 gift card in the mail. I was elated and felt like they had gone above and beyond to regain my business. I drove to the store, across town, and spent an excited hour shopping & picking out bedding for my new bed. When I got to the register I was told that the card was deactivated. When I emailed the social media outreach employee she said that the card was a mistake and she tried to stop it before it went out, but didn’t get it in time. Then she said that the discount was my apology. Of course it was, and it would’ve been enough, I’m not greedy, but she easily could have emailed me to tell me that a voided gift card was in the mail and to disregard it to save me HOURS of driving to the store, picking out items, and then having to drive home LIVID that West Elm had f-​ed up, once again.
The bed itself is lovely. Truly a great bed. However, hardly worth the part time job hours I spent contacting and explaining myself to the truly incompetent customer service.
Get your customer service TOGETHER, Jim Brett (West Elm President).

The customer service at this store is surprisingly poor. There was a guy I worked with once who was good and helpful, and the rest of the people I’ve encountered have been incredibly rude or disinterested. One time I was helped by a woman who was supposed to be a home design expert, but not only wasn’t she helpful, she didn’t even seem to be very familiar with the products. And the whole time she had a scowl on her face like I was inconveniencing her. Another time, I was looking for a chair that I had seen online, and I said «excuse me» to two associates who were chatting, who looked at me as if I was interrupting them. When I asked about the chair, the woman let me know in a very rude way that they don’t carry it, and I wouldn’t find it in any other store, because they’re only pushing the current hottest items. She also could not tell me anything about the chair that I couldn’t find on the website.
West Elm in general is a disaster of a company. I do like their items a lot, and it fits well with the style of our home at a somewhat reasonable price (although their prices have gone up a lot in recent years, making them not so reasonable anymore, and the quality varies widely), which is why I keep shopping there — but my preference would be to boycott them and never give them another dollar, because we’ve had so many problems with stuff we’ve ordered and with customer service. It seems that there is no quality control happening — we received an armchair that was very wobbly and had clearly been rejected by another customer before us, since it was supposed to be a custom order that would take 8 – 10 weeks, but instead arrived in a few days; an ottoman was sent to us with no way to attach the legs, which were also all beat up and scratched (some scratches had been covered up with a marker that didn’t even match in color with the finish); a dining bench was delivered with just the wooden top and not the base — AFTER waiting two additional months to receive it, when on the morning it was supposed to be delivered the first time, they called to let us know it was no longer available (after we were charged); and a dresser we bought for $ 1200 was flimsy with drawers that didn’t close all the way unless you slammed them. They also have some fraudulent business practices when it comes to customers’ money — there has not been one time that I’ve received a refund for a returned item unless I’ve called to check on it. When we returned said flimsy dresser, it took over a month and multiple phone calls and emails to get our money back, even though the item had been marked as received in their warehouse. And multiple times they’ve charged us for an item months before we actually received it.
Get it together, West Elm, and please learn some better customer service!

Just cancelled my order after 8 weeks from original order! I needed a dresser really bad so I shopped online and found the perfect one! Paid 1200 $ to get my dresser in 3 weeks! That was on October! December 15 still no dresser!

Pros: Practical and stylish furnitures for an economic price. Our salesperson was helpful, and with the sales price we were happy making the purchase. Our dining table and chairs look great in our new apartment.
Cons: OK. Pricey delivery fee. They charge per item after the first two items ($ 35 per chair). The sales person suggested we could take the pieces ourselves if we had a car… Ummm if we had a car we wouldn’t be shopping for furniture in Manhattan. But anyway. With the pricey delivery fee, we expected better than average delivery service. Nope. Our scheduled delivery only delivered half of what we purchased. The delivery person had no idea what happened to the other half… We were later told it was never picked up and there was a miscommunication between delivery trucks. So we had no choice but clear our schedule again for another day… When the day came, we called the store because we never got a confirmation call. We were told that we never paid for delivery. So receipts were shown and delivery was scheduled again (on the same day thankfully).
I don’t think I will buy furniture again or large itens from West Elm. The delivery stress isn’t worth it. I would have been better off opting for cheaper White Glove delivery service from a more expensive furniture store…

I have bought so much from this store and their delivery service is beyond a joke. They broke my sofa and am waiting for another one which will take at least a month. Meanwhile the table I ordered has only partly arrived and I will have to wait for another week till the second part gets delivered. In store and over the phone, they do not care if you are in a pickle. They are all ‘powerless’ and do not care about your satisfaction or whether you want a refund or not. I would avoid this place and buy better quality furniture somewhere else. It is not worth the hassle. And let me remind you a lot of their furniture is engineered wood, so you’re not even paying for the quality. GO SOMEWHERE ELSE!!! It is clear to me they have no care in customer retention, I will never buy anything from this over priced company.

The store is nice but they don’t always have available items on display so sometimes you need to ask someone for it. I really dislike the staff here as almost all (not everyone) is snobby and stuck up — they make it seem like they’re doing you a favor.
I purchased the Henry queen sized sleeper and was given an estimated delivery date, the sleeper ended up going on back order without anyone calling or emailing me and I didn’t get my sleeper for an additional 2 months after the scheduled delivery.
When the sleeper arrived, I was sent the wrong color but I ended up keeping it anyway. I ended up finding many imperfections which I called to complain about — stitching coming loose on a cushion, stitching coming loose on both arm rests, a missing screw to hold one of the bars down to the inside of the sofa. I was told the only thing they could do is pick it back up and send me a new one BUT they would have to wait for the return to arrive back and then they would place the order again but it would take several months because it was on back order.
Since then, I haven’t purchased any furniture from them unless it’s something I can walk out with on the spot.

I’ve bought a few pieces from here over the years and they have all slowly fallen apart. They don’t sell parts and they are impossible to fix with general parts from the hardware store. Customer service is useless. Very disappointing, won’t buy anything else here.

Worst customer service ever at this location. The staff that works here are just plain rude! I never understood people who choose to work in customer service yet have the most miserable attitude. My boyfriend and I were shopping for products for our living room. Every time we asked an employee about a particular product we saw online they seemed annoyed. Every single we tried with another person they would have a snide remark or say «if you don’t see it we don’t have it».
Don’t bother trying the online customer service because it’s just as bad. I tried various times to make an appointment with their «free design service». One employee never responded to my messages and another one could not fit me in at any time ever… It’s as if they don’t care unless your budget is a couple grand, which if I had a couple of thousands I wouldn’t be shopping at west elm for furniture.
Don’t let the nice lights and candles fool you. This location is the worst by far.

I had the worst customer service at this location. Unhelpful floor staff and actual eye rolling when I asked a question. I would go to other locations in the City that are more helpful and customer focused.

One of our worst experiences so far with furniture stores. Ordered 2 chairs. 1 was fine, 1 was not… A month later, after 3 more re-​deliveries, one chair is still fine and one chair still IS NOT… The furniture is beautiful but they’re just not very good at what they do.

Lois was super helpful in finding me the right accessories for my living room, based on a picture that I provided to her. She was very thorough in her explanation of the choices and gave me options, she wasn’t too salesy or pushy.
The blind selection wasn’t that impressive but that’s not necessarily what West Elm is known for anyway.
The store has so many options and it can be overwhelming, so I highly recommend working with one of the in-​store designers. I went after 8pm so the store was quiet and easy to navigate.

This review is for the store –not the online shopping experience or customer service. I’m a huge fan of West Elm! The furniture quality is WAY better than Ikea, stylish and affordable. The team at the 18^th street store is simply fantastic. They took the time to sit with me and lay out my apartment, suggest pieces that would work and, more importantly, edit me away from things that would not. I didn’t feel like I was being sold things I didn’t need, which is often the case furniture shopping. It was a pretty busy night, but I never felt rushed or unattended.

West Elm has the worst customer service I have ever seen. Period. They’re products are also not reliable.
I bought a couch from them a few months ago, and the front part of it broke when I sat down on it. I’ve contacted customer service over 6 times since then, and am still awaiting a resolution.
They had even promised me a new couch on a specific day, and did not deliver it. I’ve wasted at least 8+hours contacting customer service — it’s insane a company can operate like this.

Felt like I had to update this review after most recent visit considering I wasn’t sure I had been correct in leaving my initial comments… but it turns out I was right.
I can’t stress enough how much the customer service in here varies! I was absolutely appalled by the way I was spoken to by a male salesperson here last week who 1) refused to help me look for an item when I couldn’t find it 2) refused to sell me the last item of that kind in the store because he wanted to use it for display (odd seeing as they can no longer sell it?) 3) continued to patronise me for the remainder of the conversation when I questioned his comment that West Elm don’t keep track of what is in each store. seeems like a very strange biz model to me.
THEN came across a lovely, helpful, bubbly saleswoman on my way out of the shop (I had given up after the first guy cornered me into an emotional cul de sac) who managed to indirectly persuade me to finish my purchase…
HOW DO THEY DO IT. Don’t come here if you’re feeling emotionally unstable. Hit it up online, I swear they never have any of the products in the store anyway…

The FREE West Elm Stylist program completely saved me from my sad, personality-​less apartment. For everyone who has had trouble with orders, I highly recommend working with the design service. I had three appointments with Kelsey in store, and she created several floorplan options based on my taste and sad little budget.
When it came time to purchase some items, Kelsey was able to waive some of the online order fees, give me a discount for working with a (free!) designer, and coordinate the delivery of items so that everything would show up together. I picked a day for delivery, got a call the day before from the delivery service, and the items were delivered within the 3 hour window they quoted me. I’m throwing nonstop dinner parties for the holiday season, just to show off my new space. White wine only, though, so no one spills on my new rug.

West Elm is a tragic! I feel so regret to spend $ 1700 on the furniture there! It has been the WORST furniture shopping experience for me ever! We bought one bed and two night stands and schedule the delivery date in store.
But on the delivery day, nobody shows up and even there is not any call to tell us they are not coming! I contact the store customer service and the man who I talk to is so rude. Not deliver the furniture on time is their mistake but he just sounds like it is none of West Elm’s business.
THEY EVEN SAID :” WE CAN NOT FIND YOUR ORDER!!!”
Call the number 1 (888) 922‑4119 and talk to a crazy ‘old’ lady, she talk to me like hang over and let me wait 15 minutes on phone and then give me a wrong number and address.
Never ever want to buy anything in West Elm! It is a truly nightmare for me!