West Elm

DO NOT ORDER FURNITURE FROM WEST ELM! You have been warned. You will be charged for furniture, and then never know when you will receive it. I don’t want to waste your time with the painful details of having to call customer service 10+ times, always on hold for a minimum of 30 min, never talk to the same person or have any rep follow up with you, get hung up on 4+ and never called back, get stood up on 2 delivery dates with no contact from them, and finally to have the most unprofessional delivery experience ever. Can’t wait to see what they are going to do about the scratch on my wood floors because these guys thought sliding the furniture would just be easier for them. Glad I caught them before they could do worse!

Over priced furnishings. Company is owned by Williams Sonoma Co. Sales people are not knowledgeable about products and must rely upon online information. Honestly, you could get the same service and simular furnishings at Home Goods for a lot less money.

I love this store!
No reason to shop IKEA or target thinking you’ll save money on home goods– west elms sale section is always mind blowing!
Best part about this store on Chestnut is the staff. Super friendly and very knowledgable. Student discount with valid ID is awesome too. Made out with a new duvet pillow covers and throw for $ 40! All so beautiful too! I love everyone that works here and truly enjoy every time I stop in! Rosie is a sweetheart and has a bunch of great events planned for the store this summer including a brunch and Barkbox event! Check in store for the calendar !!
A+ store!

West Elm is responsible for furnishing and decorating several areas of my house. Even when we shop around for certain pieces, my man and I usually return to West Elm for the final purchase. We love the place so much we registered there (super pumped over that, by the way)! Setting up said registry could not have been easier; you download an app and start scanning right from your phone!
This particular location is gorgeous and I’ve heard it’s one of their biggest showrooms. There are always a lot of employees and it’s pretty easy to find someone to help when you have a question. I have also had employees go out of their way to make sure I had a good experience. I once had a discount card I wanted to apply towards an expensive rug, but I didn’t read the fine print, which included some extra hoops to go through before receiving the discount. West Elm still honored the offer anyway, no hoop jumping required. Happy, loyal customer here!

Trying to figure out a way to either move in to the store or just get my paycheck directly deposited here. I love all of their home décor and want to mirror it in my apartment!
It’s pricey but the way they’ve styled the store will have you digging into your pockets! The staff is friendly in this particular location but not too aggressive, which is nice because there are many times that I like to go in and just browse at my own pace.
My only complaint is I bought a soap dispenser for my bathroom and it split and was ruined by water. Given that it is made to sit on a sink, it should be able to withstand water. I returned it for a new one that did the same thing. Other than that, I’ve been very happy with all of my purchases.

I’m revising my review to a 3 star review. The delivery process with West Elm leaves A LOT to be desired. Multiple reschedules and inability to provide a delivery window. We did get our couch today after a bunch of back and forth with customer service. Couch looks good, appears to be decent quality for the price. Lauren at the Chestnut store was very helpful and friendly.
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Orig Review:
I am so terribly unimpressed by the customer service at West Elm. Do not buy furniture here unless you want to deal with endless hassles. We ordered a couch in December 2014, and are still waiting on delivery. We were told it is typically 8 – 10 weeks (in fairness, the order did have a extra week or two built in as a safety net), but that it’s usually 8 – 10 weeks. We’re now at 14 weeks. They now tell us the couch is ready for delivery, but they cannot give us any time window for delivery (are we supposed to wait around an entire day for delivery?). They say we’ll get a call the night before to schedule. Now, twice they’ve tried to deliver without calling us and just expect someone to be home. We both work, and I dont know anyone who just has an entire day to wait around for a phone call. On Wednesday I spoke to them about today’s delivery — I explained we would take off from work and be available any time after noon. They said they’d put in that request. Well they showed up today at 10:30am and said they couldn’t come back. I called the store where I bought it, they said they don’t handle deliveries. They offered to reach out to their customer service/​dispatch. But we’re still without our very expensive couch they already charged us for.
So, where we are now — they claim they will deliver on Wednesday the 25^th (15 weeks later), and claim they’ll actually call us in advance.
This will be the last item I buy from West Elm. Also, be aware they own Pottery Barn and Williams Sonoma, so don’t expect any better service at those stores.
I run a retail services business, and NEVER point fingers. I own the issue if it comes up, and take care of it. This hasn’t happened here. I may revise this review if I see any actual ownership by their customer service to resolve this issue and get a delivery completed.

The staff are very friendly and helpful! If you have any interior design questions they will be happy to answer them for you. The prices are a little steep but the sale is amazing! This is a great place for furniture and gifts.

I always walk by West Elm but typically keep walking because I am not in the market for home goods. I also had it in my head that everything at West Elm was super expensive. Today I walked in looking for a gift. While some of the things are extremely expensive, there are some very reasonable options. Additionally, there are many sales going on right now. The staff was friendly, and I ended up getting two unique wine glasses to go along with a bottle of wine I already bought for the gift. I’ll definitely be back if I need another gift.

My stellar rating is based on customer service. Also, as a first time shopper, I’ve had a wonderful experience. Their price points helped me refurbish my home perfectly under budget.
I did purchase everything online, but had to go to shore for a replacement chandelier globe.
So far, everything has worked like a charm.

i don’t like the inside of the store very much, no. i am absolutely split down the middle when it comes to furniture and home décor. i like a furniture show space to be austere, sparse, and almost sterile. home décor? bring on the kitsch and the overcrowding, please! because west elm dabbles in both, the physical store just seems a little overwhelming and hugely inefficient to me.
the four stars is for bradley who helped us when we visited. i won’t bore you to tears with the process or our selections. essentially, i arrived, i browsed, i was greeted and then left alone (BIG plus for me). i wandered and waited for The Boy, and was never eyed or questioned, or silently tailed. the first time i requested assistance, a larger brunette woman sort of brushed me off/​dispatched bradley to come to my aid. i noticed then that he was very friendly and at least gives you the feeling that he is happy to help. later when we needed further assistance, bradley was very attentive, thorough and warm, not pushy; he was definitely more of a customer’s rep than a sales rep.
after he checked on some things that weren’t readily available on the floor, he apologized for the lack of inventory, and placed an order online for me. he waived my shipping and handling, (which i found out wasn’t just a nice gesture as i ordered more things from home later in the week & had to pay nearly $ 100 just in s&h) and the items (not including ones that are on back order) arrived in well under a week even through holiday scheduling and back to school madness.

I love West Elm for their effortless, clean, & interesting home décor. There’s a touch of lightness in everything they make, which I think inspires calmness & relaxation. It’s also fairly expensive, and I probably wouldn’t be able to shop here if it weren’t for their frequent sales & coupons.
With that said, I had a pretty nice experience here at this Philly West Elm. The store was a lot bigger than I expected; the front-​of-​store displays were very nicely done & it seemed like the space just kept going & going! The chandeliers were beautiful, & I loved the designs, pairings, & decorative accents throughout the store displays. There was a pretty sizable sale section to the right of the registers which was filled with pillowcases, vases, & tote bags. I probably spent about an hour looking around, feeling all the fabrics, and deciding on a jewelry box and pillowcase to take home.
The employees were a bit sparse though — I had a hard time finding someone to help me reach one of the jewelry boxes on a high shelf (I had to ask a very tall shopper for assistance!), and when it was time to pay, I waited maybe 10 minutes for their lone cashier when there were several more employees talking behind the counter. No one really greeted me either — in fact, I didn’t see any employees on the floor, other than the few behind the registers.
Other than that, I liked this West Elm location. It’s a great place to shop & look around … but I just wouldn’t stop here if I was in a rush!

I stopped by this West Elm location ready to spend $ 1,000+ on a couch that I had previously seen online. I thought that it was a little crazy to spend that much online sight unseen though, which is why I wanted to go to the physical location. I now regret that decision somewhat.
I’ll start with the positives: They had adorable outdoor candle holders that were sold out online still in the store and on sale. I promptly bought a few for my new house.
The not so great stuff: The store didn’t even appear to be open. The doors were open, staff members were inside, it was mid-​afternoon, but everyone was working on a project in the store. There was a professional (I think?) photographer with his gear, a large (approx. 20 people) group of people who I assume are employees of West Elm who appeared to be touring the store and were always in the way, and other employees rearranging furniture with the concentration of a composer writing his finest concerto. Despite the fact that there were numerous employees, none of them paid me any mind. I understand that the store needs maintenance, but I could barely look at a piece of furniture without someone rolling their eyes and implying that I was in their way.
When I was paying for my candle holders I mentioned to the cashier that I was interested in a particular couch and she agreed to show it to me, but did so in a way that suggested that she was providing me with her kidney, not five minutes of her paid time. She then had the audacity to give me her card and instructed me to let them know that she assisted me when I purchase the couch. Umm… you’re not getting credit, or god forbid a commission for your poor customer service. I’ll be checking out another location if I decide to buy this couch, or better yet, just do it all online so I won’t have to deal with any more snooty West Elm employees.

If you are looking for mass produced items made in China that probably will not hold up to much wear and tear, this is your place. The sales woman told me they pride themselves on working with small international fair labor co-​operatives, but I didn’t see much proof of it.
I must say I did get excellent customer service. And they do have a big sale section in the back, which is great. If you are going to buy cheaply made stuff, your wallet should not have to suffer.

This West Elm is a decent store. Things are displayed nicely. If you have been to a Pottery Barn, you have been here.
Service here, while not awful, does follow a pattern. It helps to be a well-​dressed female over 50 who is wearing a Burberry trench and scarf.
Prices are average and above average for the quality of the merchandise. However, they occasionally have some decent/​seasonal items that are worth looking into.

The company this location uses to deliver in Philadelphia absolutely sucks.
We took time off work to wait for the delivery.
They didn’t make their promised window and didn’t have the courtesy to call to say as much and let us know they’d still be coming.
Then the dispatcher gave us attitude when we needed to reschedule, because we were at another appointment by time they called us an hour after the window ended.
The delivery driver also claimed he couldn’t find our house on Philadelphia’s very simple street grid. Does the delivery driver not have a map, a GPS, or a smartphone?
$ 120 delivery charge to deal with their garbage. No thanks.
EDIT: I spoke to the manager Andy at the store, who assured me they would be coming after 5 on the day we wanted. They showed up at 12:30, when we weren’t home. When they finally arrived later that night, they dropped the headboard in the box, upside down in our upstairs hallway. They don’t attach it to your bed, or even take it out of the box.
The store was nice enough to refund my shipping fee, but I won’t be ordering any furniture from West Elm until they change their delivery partner.

Seems pricey. Even items that are billed as solid wood have veneer. Or, the wood grains go multiple directions on different sides of the same piece of wood.
I like the simple styles though. Its hard to find out exactly what the items are made from.
If they had sample cuttings to show their various materials that we could see into, that would help ensure that the products are as worthy as their prices.

We had a really good experience with an employee (I believe a manager) at West Elm. We found an item we liked and asked an employee if they had anymore because we wanted to buy 10 of the same item. She checked and said they did not. After looking around the store, we saw another employee and asked her if she’d mind doing a search to see if other stores carried the same item. She actually found several more of the item we were looking for in the back, called the King of Prussia store to get us the extra few we needed, gave me a student discount even though I had forgotten my ID, and got the King of Prussia store to waive shipping. 5-​star service from her! Only reason the store itself gets 4 stars is because the first employee didn’t actually look for the item or offer to call other stores to find it.

Nice selection of furniture and bedding. Surprised at some of the pricing which was lower than I would have expected, yet not exactly IKEA prices either. A lot of the smaller items are plenty affordable, but always be prepared for some sticker shock when you look at the bigger furniture items which can reach 4 digits.
The sale signs throughout the store seem a bit tacky and low budge, but hey — whatever works!

I do not like to be treated as though I am subhuman, and especially not when I am spending $ 2,400 after asking only a few questions. In other words, I knew what I wanted to order, told Lauren that I was ready to place my order, and did not give her any hassles. She treated me, and my husband as though we must be horrible vermin, and looked at us disdainfully as though she did not like the fact that we do not wear trendy clothing.
We still placed our order with her as we had just moved into a larger home are were anxious to have furniture. I sent an email of discontent to their corporate office and they never got back to me. The bed frame we bought is already falling apart, even though it has only been 10 months. The quality of their furniture leaves a lot to be desired, and so does their service. Today, I telephoned to find out if Lauren still works there, and not only does she still work there, but she is now one of the managers. Perhaps Lauren needs a lesson on how to treat others with respect. I *was* going to give them two stars, but when I found out that Lauren is still there, they lost one.
The closest I ever come to West Elm ever since that experience is when I am going to eat across the street at Fogo de Chão, which, by the way, is excellent.

I seriously love this store. So much that the next time I move I want to sell ALL my furniture and go on a shopping spree at West Elm. But alas, that is never going to happen. I cry a little when I get the chance to wander through.. .
I just love everything in this store. It has a modern, contemporary feel without being trendy. The color are always tasteful but not boring. It has everything from living room, to kitchen to bed room — linens and décor included. It is pricey, but you are also getting a quality item. The staff in this store has always been very nice and helpful.
Withholding a star because I have never purchased a larger piece of furniture, so I can’t judge how it hold up to wear and tear. The few smaller items I have purchased have stood up well.
Hitting the lottery, winning some kind of bizarre contest for a whole house makeover, meeting a super wealthy man who wants me to decorate a new place.. . hey it’s not gonna happen, but a girl can dream.. . Until then I will continue to know that my current furniture will need to be replaced at SOMEtime in the future and that West Elm is nearby.