west elm

I went in-person to place an order for a new couch, rug, and console. The Leroy couch was delivered with a stained cushion and broken chaise. Trying to get this resolved by West Elm has been one of the biggest hassles and inconveniences I have ever experienced with a company. I keep getting passed around from person to person with no one actually doing anything about the issue. It is now 3 months later and I still have a broken chase. I placed the order on 5/31/25 with Shelly Culbertson. Because I placed the order in-store, I was not informed that my couch could not be returned. I would have rather returned the couch for a refund. After only one week, all of the seat cushions started sagging and the seat cushion fabric has started piling. I ordered the same fabric that is on display in the store. I suggest only ordering online because it walks you through their process better. I love their style but the quality and craftsmanship of the items are very poor, especially compared to the price. I will definitely be shopping at Crate and Barrel moving forward, I have a 3 year old couch from them that is in better condition than my 3 month old couch from west elm. The quality of their products are far superior and comparable in price.

This is not a review for this specific store, but for an online order directly from West Elm's website. Among all these bad reviews for West Elm, i actually had an absolutely fantastic experience!....Ordered two couches, and the anticipated arrival date was November 15. The couches I purchased were made to order, so It takes longer, which I was totally fine with.They got delivered today, October 11. More than a month earlier than anticipated!!! Delivery by Ryder logistics was also fantastic! And the couches are awesome! Very high quality. Very pleased with West Elm.

A few years ago I ordered dining chairs. The bolts loosen up and fall out. I need to replace several of them and I have called customer service twice. Each time they say they will email me product information so that I can go buy the correct bolts. I have yet to receive this email and now I have expensive dining chairs that are unusable. So disappointed in their lack of integrity with their product and customer service to help me find the correct bolts to purchase.

Upon entering West elm, I was but only not greeted but not asked if I needed assistance. I was interesting in purchasing items for my daughter’s new home. Upon exiting I said thank you for your assistance, sarcastically! The lady with blonde hair at register and man on floor with hunched back said not a word! We won’t be back, we will spend our money where it’s appreciated! We will are African American by the way! I hope that had nothing to do with it!

I bought a 2 piece modular sectional from West Elm and the pieces do not match in color. West Elm has sent me different replacement pieces 5 times and the color is always off from the other piece. This has been an 8 month process of returning and receiving couch pieces and not having a fully functional couch as I am always waiting on the next item. They have offered to try replacing it a 6th time which I declined as it has not worked. Now they are only offering store credit for one of the pieces even though it is their mistake. In addition, the white glove delivery men installed the legs incorrectly and did not know how to put the couch together without my guidance which delivery was close to $400 fee. They were sliding the couch on my wood floors scratching them. Stay far far away.

Welcome to another episode of “NIGHTMARE ON WEST ELM STREET” – A truly haunting experience. PSA - BUYER BEWARE or buckle up for a retail experience where West Elm takes 100% of your money up front, and, instead of new furniture, you get an uncompensated part-time job trying to get it. Prepare yourself for a flurry of charges, cancellations, charges, credits, charges, modifications, charges, and delay after delay. I would estimate I’ve spent a couple of hours a week over the last few months on a $5K+ order before eventually requesting a refund on pieces not delivered. Disregard all the honey-toned assurances from customer service and store associates – you will go crackers deciphering their doublespeak. File a charge back with your credit company sooner than later. It’s the only hope one has in finding a way out of this miserable, infuriating experience. Theft isn’t the right word, yet the experience sure does take something from you, some of your good nature and lots of your time. Update - In a day and age when everyone is seemingly angry, this one for me still pops right to the top. It’s just furniture, but just furniture from West Elm will take the remaining joy from your days. Though my business with them has concluded, they’re still in my thoughts, and those thoughts remind me to be thankful that today is not another day on the phone with their customer service.

Overpriced and poor quality furniture. By far the worst customer service I’ve ever experienced. Be prepared to get a different answer and wrong information each time you call and speak to someone different, along with absolutely no solution to your concerns or complaints.THEY DON’T CARE. Biggest $3500 mistake I’ve ever made.

Very disappointed in my purchase. I ordered an ottoman for over $400 and 1 year later I noticed it was cracked in the middle underneath. Called West Elm and they said it was 16 months old so there was nothing they could do other than offer to call a furniture repair medic which I would have to pay. Very disappointing this would fall apart so quickly. You can see in the pictures it just buckled in the middle. Looks like very cheap particle board. Update: they picked up the item and told me they would refund me in full. It has been over 60 days since they picked it up and I still don’t have my refund despite many calls and emails to Corporate. HORRIBLE customer service.

My husband and I recently purchased a new outdoor dining set from West Elm and since we purchased it online and this is the only West Elm location in Michigan they get the credit. When I ordered it it was a bit delayed in terms of delivery (as most things are these days) and during that time the price went down by a good percentage. I called their customer service to see if I could get a price adjustment and they were kind enough to assist and get me the discount. Score! Also, I assumed the items would be shipped but they were actually delivered by the West Elm/Pottery Barn/Williams Sonoma delivery team, and they brought the items and set them up for us. I thought I was going to spend my evening putting furniture together and breaking down boxes but all I had to do was arrange the pieces where they needed to go. Double score! The set is sturdy and great quality. The table is very heavy, as are the chairs and the bench. Our previous table was light weight and as such was beginning to fall apart after a few years. This piece, I think, is going to last us a very long time. And it's made from sustainable wood to boot. Triple score (for the environment!). I can't wait to have our first meal on the deck on this new beautiful set!

BUYER BEWARE!!!!!!! The WORST customer service EVER! Do not purchase ANYTHING online with West Elm!!! They have a hidden policy that if their item ends in .99$ it is final sale! My order confirmation and my shipping confirmations does not list ANYWHERE that the item I purchased was final sale! Also you are not allowed to speak with a customer service supervisor it has to go through a regular customer service person...they speak to a customer service supervisor on behalf of you! Which is only their side of the story...It's crap! that they don't let you speak to a supervisor directly. I was on the phone with them for over 40 minutes in regards to trying to get a return for an item I had no idea was final sale. It's also a $12 return shipping fee to return it by mail which is your only choice! They will not let you return it in store because you bought it online!! I have never NOT been able to return an item if the store has a brick and mortar. This is very shady business practices for a extremely large company! Small businesses do better for their customers. I will NEVER purchase anything from West Elm again.

We went in to the Birmingham store to see an outdoor dining table we were looking to buy. They only had one outdoor dining set on the floor, and it wasn't it. Walking around we were impressed with the fantastic style of sofas and chairs. We were seriously going to buy a new sofa and the greatest swivel leather chair. Then I did the research, checking reviews etc. Unfortunately they weren't very good, bad in fact. We decided to try our luck with the chair, if it was good, we'd chance the sofa. Then it was time to select the leather. Unfortunately, the leather color we wanted was literally like a thin piece of cardboard . Sadly, we had to pass. Our sales person was fantastic though. She is the only reason we thought we'd take a chance on the chair.

This review is from 4/2021 went in to pick up an order I did online was my first time in the store. And then I went back to grab a few other things that I needed. What I like about this location is easy to find clean inside, organized, neat and clean. Which made it easy to find what I was looking for or the correct size. The staff was so helpful in helping me find what I needed while I was there. There's meter parking right out front, which is nice, streets a bit busy but not hard to find parking.

Ordered 2 barstools with the help of a saleslady. 3 weeks later I received a canned email from West Elm cancelling my order. No reason was given. I have left 2 voice mails for my salesperson and 3 days later, still no call back. I would give 0 stars if I could. The items I ordered can still be ordered on their website. I'm guessing they may not be able to get the items, but I'll never know.

I made 2 purchases from West Elm. One was a butter dish and the other a dining table. The photo of the butter dish says it all. Crooked wording! Wth? Really? This is what they sell their customers? It wasn't wrapped in a way they couldn't see it was defective. The dining table situation was infuriating and just unf#cking believable. I ordered a dining table in April. I was originally told it would be delivered in early July. I was notified via email of a delivery delay. Supposed to be delivered between July 23-August 6. Sometime between July 23rd and the First scheduled delivery date 8/13, my credit card was charged for the balance of the table order. August 6th comes, no update sent to me. No notifications regarding delivery. I call to find out what is going on with the table. After several calls, I am told they are waiting on all parts to be delivered to the delivery center (Ryder). This was after being disconnected and passed around between West Elm and Ryder. Apparently, the top of the table was at Ryder and they were waiting in the bottom which West Elm said was at Ryder. Ryder said it might be but it wasn't checked in yet. Strange but ok I thought. The Ryder (3rd party contracted by West Elm) employee was rude. The West Elm Customer Service rep was sassy. Whatever, I waited. Days later, I get notification that they are finally ready to deliver. I picked the the first available delivery date which was 8/13. I am so excited. Delivery window was 1:30-3:30pm. Ryder closes at 4:00pm. I called Ryder at 3:58pm because no one had shown up, called, texted or emailed to inform me they would be late or not showing up at all. I took the day off for that delivery. Now, I am mad. They were able to notify me of the delivery window the day before but couldn't call to let me know they weren't coming after claiming a power outage. Hmmmm. I received an email after my call to reschedule. I set it up for 8/18. Again, excited to get the table. Ryder did show up but only brought the top of the table. They didn't verify that both parts were on the truck before leaving the delivery center. Seems like that should be standard especially since I had to wait longer for them to ensure both parts were at the facility. The delivery person actually asked if the table was supposed to have a bottom. Wtf? Uh, yeah. What table doesn't? He wants to leave the top at my house. I said no. Take it back and deliver the entire order at one time. At this point, I don't care if I sound like a Karen. This is another day off work for this incompetent delivery. I call Ryder to schedule the full delivery. The rude rep that answered rescheduled it for 8/23. I was supposed to receive the delivery window a day before delivery. Delivery is scheduled for today, Monday. No window notification received on Saturday or Sunday. So I call again to find out what time they are supposed to be here. It was then that I was rudely told by Ryder's Detroit warehouse that they are no longer delivering for William-Sonoma companies. I asked about the order for which they have possession. I was told "I don't know call that company". I am FUMING! This is a 3rd day off work for this BS. I called West Elm to inquire as to why I was NOT notified of any if this?! Wtf???? The person who answered passed me to the delivery department. The delivery department call "disconnected". I called back. This went on and on until I spoke with someone willing to try to help. She confirmed what Ryder said. She informed me the order would have to go to the new delivery contractor. Then, I can reschedule delivery. Uh, NO thanks. I told her I thought it was funny that West Elm was efficient at taking my money but not delivering the order. She processed the return for me. Which I am told I will receive in 3-5 business days. I really don't believe a word West Elm or Ryder has to say. My friend told me a couple of days ago that she was thinking of buying something from west Elm. After I told her about this, she decided she didn't really need that item. I think they owe me not only for my days off of work but also for the man hours I had to put into this.

Worst service ever. Poor management of orders - leaves management of issues up to buyer. Ordered two shelves in July - constant issues on their side with getting the furniture, weeks of waiting for delivery - three times delivery has been botched. 1. shelves arrived to their warehouse damaged - no communication from them, 2. didn't have the shelves, 3. delivered shelves without assembly parts and pieces, 4. waiting for assembly part and pieces another three weeks for delivery. I will never, ever order from them again. They've done nothing to help this process. I recognize that the supply chain is challenged everywhere but they are not managing any of it appropriately. I'm patient but my home office has been waiting for components that they said they had in-stock - since July - its now November and maybe the parts for these half produced shelves will arrive in December.

It is a bit of drive but the only West Elm that is close. I have been to this store several times and have found the staff to be friendly and helpful. I ordered a couple of pieces and the process was smooth. The quality of the furniture and goods is about average, you are paying for the design.

I ordered a rug and rug pad online from West Elm. It was scheduled for delivery the following week when it went on sale. I called and asked for a price adjustment and they said no. I explained that it would be more of a headache for them to have to process my return so I could reorder at the lower price. They didn't care. So I cancelled the order and opted not to repurchase from West Elm.

Ordered 2 chairs January 14; as of today 5/25 no delivery scheduled. Customer service provided incorrect information about status. Order for two chairs, with ridiculous shipping charges total $2250 and was to be delivered in March. Never shopping here again, and wish I'd seen reviews - could have bought the chairs at home goods.

Went into the store on a Monday morning. Counted 6 ladies working and no other customers. Not one employee greeted or even acknowledged me the whole 10 mins I was in store. As I walked out (without purchasing a thing) a employee said "have a good day". Just overall....terrible customer service.

bought an ottoman 16 months ago and it broke in the middle. the support beams made of particle wood just snapped. I called sweat Elm and sat on hold for over 1 hour. they told me there was nothing they could do. very disappointing. I will not be buying West Elm anything again.

Terrible parking. Had to move car multiple times because meter only allows for an hour in a spot. Overpriced furniture and gouges for delivery charges. pay attention! Long wait to get some items. Total ripoff.

This is the worst customer service I've ever encountered. First I ordered a couch in March. The sales associate that helped me in the birmingham store was wonderful and very helpful. But associates can only so so much when a company can't fulfill purchases their customers made. I ordered a couch in March, it was expected to be delivered in June. The first delivery was cancelled because the distribution center "misplaced" my custom couch. They replaced the order and due to supplies shortage, can't finish it. 9 months have gone by and I've received no updates, can't get ahold of anyone, the hours of operation of the west elm call center and delivery centers is wrong and no one is available to take calls. Good luck getting your furniture from this place. Seems like the company just want customers to order and pay for the items, and don't care that we actually get them.

I recently moved and completed a total renovation project and was in need of furniture. There are only 3 stores I will purchase from and West Elm is one of them. I hired an interior designer who did my color scheme, floor planning, baths, kitchen, etc etc. I decided to work with a designer at the store for new furniture pieces and I couldn't be happier (ok I could be happier if furniture didn't take so long to receive). It was a stress free process and everyone was so professional and helpful. Still waiting for shipment so not able to post photos just yet.

This store is the best. It is cheaper high-end furniture and every single person has been extremely helpful. The design team is knowledgeable and kind and everyone working is great. We've redesigned our whole house via West Elm and have visited the store at least ten times in the last year. Make sure to sign up for the rewards because we've gotten a lot of money back from it.

Understand that West Elm is a nice store with quality furniture. The problems once you buy a piece if it is not in the store you can never get it. We have a sofa that has been ordered 6 months ago. Originally we were told February, then March and now April and no sofa. The order has been in the country since the first of March but we cannot understand why it is not being delivered. Though the sales associates are great they or no one else at West Elm is able to help find out what is going on. if customer service is important to you you may want to order your furniture from somewhere else.

I always find myself admiring West Elm products when I see them online. I have purchased many things over the years, and visited this location to purchase a duvet cover as a gift in December. They didn't appear to have the size I needed on the shelves. When I finally flagged down an employee she stated bluntly "everything we have is on the floor." Cool, cool. So, I ended up purchasing the size I needed online. My husband coincidentally ordered us a similar duvet cover ALSO from West Elm. When I went to return the one I purchase online, EVEN THOUGH THE WEBSITE SAYS THEY WILL ACCEPT ONLINE PURCHASES IN STORE THAT ARE NOT FURNITURE they refused.

Don't waste your time here! Truly. The selection in the store is minimal, and the management is completely unhelpful and apathetic at best.

Nice selection of furniture. Disorganized and rude staff. Waited 15-20 minutes for help to place an order to purchase a dining room table and chairs. Finally left to look for similar set elsewhere. Very disappointing customer service.

First of all as a West Elm customer I am beyond appalled by how myself and my sister in law were treated at this location. My sister in law wanted to purchase a white faux fur blanket and there were no more left on the shelves. She approached Daniel, the manager, to ask if there were more in the back. He rudely replied " We don't have anymore left. You're welcome tp purchase the floor sample." He didn't even offer to order it online for her or help her find a new solution. He clearly wasn't interested in a sale. So we decided to go back up to the register to speak with another woman to see if we could just order one online at checkout. Of course Daniel hopped at the chance to greet us again. And when we asked to order online he rudely replied again "Well, sure you can do that but you're going to have to pay for shipping. Are you sure you just didn't want to buy the floor sample? I mean just as many people have touched the ones on the shelf as they have the ones on display. I mean lots of people carry them around with them in the store and put it back. If you'd like I can pretend to be your therapist and walk you through this." My sister in law was completely upset and embarrassed that she left the blanket at the counter and bolted out. Of course being a regular customer I was beyond appalled and upset for her. I went back in to speak with the manager and Daniel referred me to another woman with black hair and said she was the manger. I then laid out in detail what we just experienced. And all she could say was " I'm sorry about that. What do you want me to do about it? with a blank stare on her face. And also in the middle of me speaking with her, Daniel shouted at me from the register in front of another customer "I really am sorry. And I'm a manager too." I was disappointed in how both employees even handled the situation and I also told them I will not be going back to that store location again. And after telling her this she only responded with "thank you for the feedback." Employee's and managers at West Elm should really be taught better on how to treat customers. As you don't know the customers backstory, their mental stability etc. And in no way is it right to degrade and make fun of a customer because they don't want to buy a floor sample regardless of the reason. After exiting the building there was another customer outside who was also appalled by how rudely they treated them the other day. Which really makes sense why this location only has 2 stars on yelp. I really want to share my experience with someone higher than a store manager because this really upsets me that a brand I purchase so frequently from would even allow this type of behavior to go on. It's not only bad for business but bad for sales. And I really don't want to see any other customers mistreated like this. I'd also hate for this location and West Elm as a whole to loose business because managers like this are driving customers away.

West Elm has nice modern furniture at good prices. The staff at the Birmingham store was helpful enough. But the after sales support is terrible. I ordered September first and was told to expect my furniture in 10 to 12 weeks. The company estimates that furniture will not be delivered in 20 weeks. One chair isn't even promised in 20 weeks it is "in process" 12 weeks later! When furniture delivery date slips, customer is not notified. 20 weeks for a leather sofa that is available in 3 colors is excessive. Go ahead and buy furniture or accessories you find in stock. Avoid "custom" orders because this company can't deliver!

If I could give this place 0 stars, I would. The customer service in the store is horrible yet I gave them the benefit of the doubt to schedule an in-home consultation since I need to buy a cough, ottoman, coffee table, accent chair, dining room table and chairs, bar stools, etc. I made an appointment and no one ever showed up. I called and they said they wrote my appointment on a piece of paper but never actually put it in the schedule... so I rescheduled and confirmed the time. Had a consultant call me to ask what I was shopping for and confirmed the time... and no show AGAIN. I called and they said Susie, my consultant had gone home sick 3 hours ago and the man on the phone made the following comment "looks like we're back to square one with you Melissa. What's another day that works" ... Rude as heck, no apology for not giving me the curtesy of calling me when she went home sick hours ago so I'm not sitting at my home wasting my time. As I stated above, I have a LOT of things to buy but the customer service turned me off and I will be taking my business elsewhere. No wonder the other reviews are so bad too.

Screwed up an email Christmas gift card going to wrong email address. Although the mistake was caught within minutes of the purchase. Could not or would not make a correction or credit the mistake. My Credit card company won't help either. I'm totally f--led.

I ordered a rug and pad but before it shipped it went on sale. I asked for a price adjustment and they would not give it, so I cancelled the order. The agent said I would get a refund, neglecting to tell me they would not refund the $222 delivery fee (although I hadn't taken delivery yet!). To add insult to injury, I continued to get messages the shipment was being delivered, and I had to continue to reach out to tell them NOT to deliver it. I even got a call from the delivery driver a week later telling me he was 15 min. from my home! I called again asking for a refund of ALL fees and explaining that the company could have incurred another pickup fee for their error, but they didn't care and then hung up on me. I will never shop at a William Sonoma or West Elm store again due to their horrible customer service and unwillingness to make things right. There are many options available outside of this brand of companies.

The business model for West Elm makes no sense to me. When I'm going to buy furniture, I want to know that it's comfortable to use. While West Elm products look great, not all are comfy, which is why I don't just order them online. Therefore, I made the trip to Birmingham to check out some options. The staff was incredibly unhelpful. I was in the store for a while before anyone acknowledged me. My wife and I had already looked up a couple models online that I wanted to try out. None of them were available in the store - no part of the line at all - and the staff seemed to think that was normal. When I explained what I liked about those items and asked if there was anything similar, I felt like they didn't listen at all and just tried to show me things they liked. Finally, I asked about the Lola sofa that I'd seen on the way in. It was a great shape/line and comfortable to sit on, but it was shown in lime green (yes, really). I asked what other colors it comes in, since most West Elm has a lot of color options. The sales associate told me that it came in lime green and one neutral. That's it. When I asked when other colors would be available, she told me that the company is waiting to see how the piece does in these colors, and if it did well (in lime green!!) it would be introduced in other colors next year. 1) They have doomed this sofa to fail by displaying it in a color that's really hard to work with. 2) I'm not going to wait until next year to buy a sofa if I'm looking for one now. I left empty-handed, and don't see much point in returning to this location. I guess you could call ahead and see if they have pieces you like from the website before you go in.

If you change your store hours, even if temporarily, you are required by law to post them. This includes your official website and Google ad. I drove 40 minutes with a toddler in rush hour traffic just to get here and have the store be closed. I made sure to look online including their website before leaving home.

Pros - it's West Elm. Great pieces for awesome prices. Cons - the customer service at this location is non-existent. Walked past 5 employees and was not greeted or acknowledged once. Waited in line for several minutes to check out. One employee was showing customers couches on their computer behind the cash wrap and didn't say thanks for waiting, we'll be right with you, nothing. He simply stared at me twice and didn't say a word. Needless to say I left my items on a table and walked out. If they can't be bothered to actually provide customer service, they won't be bothered with my business in this location. I'd rather shop online and wait for shipping than boot your locations sales stats. Thanks but no thanks.

Horrible customer service. I'm shocked this location is even in business and that the manager still has a job with all of these horrible reviews. I unfortunately received a defective product as a gift and they insisted that they couldn't return/exchange or give store credit without a receipt, even though it was very clearly a quality issue with the merchandise. They would not even allow me to exchange it for the exact same item because they would have had to order it. Staff is incredibly rude and unhelpful.

I recently visited this west elm location to purchase some furniture and accent pieces for a client which was in dire need of them the same day. Though many of the pieces at west elm are meant to be ordered and fulfilled, Melissa, the manager was very helpful in locating and recommending pieces that were in stock and/or could be taken off the floor. She pretty much went through the whole store and check on each piece that i needed and provided excellent service... with a smile!! Melissa recognized the look I was going for and made sure her recommendations were along the same lines. I was def in a rush that day and without the great customer experience she provided, I wouldnt have made my deadline for that day! Thank you Melissa and West Elm!!! Another ++ I had to pull my car out to the back to have the items loaded, and the guy in charge of loading everything was just wearing a t-shirt in freezing 10-20 degree weather... BEAST!

I would give zero stars if I could. I'm shopping for a dining table so went to West Elm store. After talking to the sales associate decided to purchase a table that wasn't available in the store so had to be ordered. However, when the associate wrote up the order she changed me for the table plus two matching benches that I didn't want. I paid over $3,000 including shipping and tax. When I got home I checked the website and the table alone is only $1,399. I called the associate immediately and was assured the order would be canceled and my money refunded. Also received a call from customer service with same assurances. But when they refunded me the refund was $327.54 short. They did not refund the shipping charge even though the order was the sales associate's mistake. It's been 3 days and I'm still trying to get my $327.54 refunded. Are you kidding me West Elm? Through all of this both the sales associate and customer service told me they would be happy to help me with ordering just the table. I guess they think I'm just going to eat $327.54 and still continue to do business with them. Update: finally received refund of the remaining $327.54 on August 30.

I will never shop in the Birmingham store again. Horrible customer service, ignorant and rude. I called one day and let them know I was on my way after talking to a salesperson. I drove there-- 20 minutes or so then had to find a parking spot and they closed the store and never called me when they knew I was coming in. I was livid. I called and no one answered. No note on the door. Called the next day and they said the electricity went out. I had just spoken to them and they had my phone number. Such incompetency and disrespect. I order all my furniture from Beechwood Ohio store. I use Jeannie the designer and she is awesome and very knowledgeable and great to work with.

Jackie was so helpful yesterday. I stopped in for a mirror and counter height stools. They did not have anything in stock but she showed me everything and was so kind, thorough, knowledgeable and kind.

Nice furniture yet many items can't be bought as they are for display only. The prices are then different when ordered. The staff is quite rude as though people are an inconvenience to the store. They don't seem to want business!!

I never review but this is truly the worst customer service and not the first time. I think his name was Lorenzo he brought out a piece of furniture on a base with wheels, just let it go so if I didn't run after it, it would've hit a car. I was clearly struggling and he could not have been more rude and arrogant. This has happened there before with salespeople there being very rude I'll never go back.

The manager is horrible and rude. Flat out called me a liar when trying to make return after specifically asking the cashier when purchasing if the item didn't fit would I be able to return. Never returning to this store. This is how stores fail with people like that. From reading reviews I'm not the only person that had poor experiences with the manager. Just a very rude woman.

Purchased a ton of items for a bathroom remodel online. The birmingham store will not let me return one extra fixture in the store, and now i'm getting charged $25 to ship it back. I spoke with a supervisor but they refuse to not charge me that fee. They said there is nothing they can do. I will not be purchasing from them again

One star seems to generous! I hope retailers are not surprised when their stores close because sales are down. It may be due to sales associates/managers acting like it is more of a chore to assist customers when they come in to purchase something rather than actually assisting them in a pleasant way? Something to think about. To the ill mannered and unhelpful staff at the Birmingham store perhaps a career change should be in your future? It doesn't matter how much the sale is, every sale is important! If West Elm wants to be a "design" center then that is what they should be but then don't sell items that are available to purchase and the customer has to hunt the store to have someone ring them up. I was told that everyone was with a customer in the back "design" area and that is why I had to wait at the front? There were 3 sales associates and 1 customer in the back "design" area at the time. No one was at the front desk. Waiting is not my concern, I can be patient, it was the attitude of the manager when she did come to the desk. It was her attitude about a purchase I wanted to make but was unsure about the color. Because the items I chose were final sale my options were to buy them whether they worked or not, or not purchase them at all. OK so those are the rules, final sale is final sale, again, I understand. BUT....the dismissive attitude? When "MOST" retail establishments are struggling to make a sale wouldn't you think that if someone was unsure if the color would work in their home they would want to help in any way they could? I live a mile from the store. A helpful option would have been take it home to see if it worked and bring it back today? What is the problem with that besides it goes in and out of inventory the same day? Returns happen all the time. This would have taken less than an hour! I left without the merchandise and out of principle will never return to the store. Again, I know there are rules put in place for a reason but to make a customer eat a $250 purchase that the color may not have worked out for them because it ended in .98! Really? The customers working with the "design" team are probably given more options because their dollar amounts are larger. I am sure there is another retailer that sells a similar item that actually understands what customer service means. West Elm corporate....do you read these reviews? There are several complaints about unhelpful sales associated? This looks like this may be a learning opportunity?

I have tried several times over the past year to buy a sofa, chairs and rugs at West Elm in Birmingham. The staff not helpful and does not know anything about their products, dimensions or delivery timing. Even when the store is empty it's like pulling teeth to get someone to help and then most of the time they just pull up their website. No thanks. I can brows the site on my own.

Only positive things to say about west elm in Birmingham. The couple of Sales Representatives we dealt with (Carolyn in particular) were very helpful, accommodating, not pushy and offered both their opinions (and patience) as we worked through getting furniture and rugs for our home. The store is laid out nicely, is spacious and offers a lot of different styles of things, fabrics to see on various pieces and many of the things you'd see on the website that you can see in person. If you're in the market for quality furniture at decent prices, you owe it to yourself to look at west elm and see if you like what they have to offer. Thanks to the West Elm Birmingham team!

Yay! Michigan finally gets a West Elm! No need to drive to Chicago or Columbus or scour Craigslist for Mid-Century Modern Furniture! +1 -Big, clean layout +1 -Feel free to touch, sit, lay, open/close all the furniture that you've been vying over online but in-store +1 -Aggressive sales people following you if not encountering them at every turn of furniture -2 We bought a house and though its been 2 months, we had to wait for West Elm. First we heard they were opening the end of Dec so we said forget it we'll road trip to Chicago or Columbus. But then their social media rep (@westelmmaplerd) on Instagram said 10/3 so I had to be there! We're aiming for a more contemporary Mid-Century Modern style with clean, crisp lines and sharp, geometric shapes & trust me, we've been "researching" Craigslist and Estates.Net for that right piece. Brasilia, Broyhill, Eames done with the style of Arne Jacobsen, Eero Saarinen and Charles and Ray Eames. This location is across the street from Shain Park in Downtown Bham w/ parking behind the store. Almost always filled so you gotta find street parking. Its a bitch, I know. Once in side you hear angel's sing and greeted by a sales rep. I've been back 3 times since grand opening to make sure I liked what I saw b/c I'm not gonna drop $4k on crappy Art Van sh*t. One sales rep (the guy with the south African accent, super nice) was all smiles, told me about the West Elm rewards Credit card, took down the bedside dresser that was 7 ft high on display, etc. I moved from bedding to bathroom & greeted by a female sales rep & again told about their rewards c/c and the whole store is additional 15% off! Nice! Moved on to bedroom furniture and as I opened each dresser and examined if they were dove tailed drawer, looked at the price tag for any indication of wood materials used (which mentions none), I was again approached by a diff sales rep! I quickly shut her down regarding the reward b/c this is my 3rd time hearing it but rather, "Can you tell me what kind of wood this is?" Blank stares....crickets. "Oh let me search our website and see what it is." In the corner are 4 large computers opened to West Elm's homepage allowing you to search their online store in case what you want isn't on the floor. I'll give her credit for looking that up but I have to admit the build construction is not that of what it was circa 1950 (I'm an '80s child but I know Ikea quality vs solid build). I was a little hesitant but I still love all the style. Next up was Dining furniture as we're still eating in front of the TV using the coffee table as or dining table. I sat in each style of chair despite knowing the one I wanted just in case I changed my mind. The first sales rep came back & joked with me that I'm examining every detail and furniture. Uh yeah, your chairs are $299 each and "DO YOU KNOW WHO MY FIANCE IS? AN ENGINEER. THE END." Next up new coffee & end tables. Loved the marble top tables with angled wood legs. The table top felt like marble: cold, smooth, heavy with proper marbling style. Until I looked underneath the table (as I did with every thing). Gasp! Its an all white surface and rather this isn't real marble! It's man-made marble! Bummer. Still nice but if I'm paying $499 for a coffee table, I want the real deal. We're still 50/50 on that. Onto kitchen Islands. This is where I wanted to KICK THE FEMALE SALES REP. They need to understand and listen to their customers that odds are if you come in, you know West Elm or you don't. It's like Ikea, you've heard or been there or not. On display was an island w/o drawers while online they sell a kitchen island with drawers. I wanted to see if the dimensions were the same. She goes to said computers and looks it up & can't find it. I told her to look under kitchen carts & islands under the Furniture tab. Instead she hovers over the "Search" Prompt and types in "Kitchen tables." We get a slew of dining tables. Eh, fail. She says, "I don't see what you're talking about." I say, "I know, I don't remember what the piece was called {b/c you know how designers like to name their furniture. Turns out its called "Rustic Kitchen Island with Drawers!" How plain compared to some unpronounceable Ikea name!} but if you click on the furniture tab and go to Kitchen Islands, it'll pop up." Nope, she continues to go to Furniture and clicks on dining tables taking us back to where were were. WTF? Finally the 3rd try she does what I ask. Dedicated fiance saw how agitated I was getting b/c mind you, the women in West Elm are all snobbish bham ladies whereas the Men are super metrosexual nice. What's up with that? So you got schooled on the website that YOU should know about but she was condescending nose-stuck in the air type. In the end we went home and are still deciding what pieces we should buy. The entire store 15% Grand Opening sale runs till 10/19 and you can have items shipped to the store and you can pick up or delivered for a cost.

Absolutely zero customer service here! Walked in with intentions on ordering a bedroom and circled the store for a about 15 minutes with not a single employee even saying hello! I wouldn't walk into this store again! I thought I would give my money to our local store front rather than ordering online but I wouldn't even waste my time ever walking in again!

DO NOT REGISTER HERE! The return/exchange policies are extremely frustrating, time consuming and inconvenient.

I'm extremely disappointed with West Elm! My husband and I were so excited to purchase a sectional from this store. We ordered the couch in August with the estimated delivery date September 20-October 4. We never got any confirmation regarding our order ONLY that it should "come on the earlier side" of the delivery estimate. After not hearing anything for a month, we decided to call and received little to no help. No one could tell us anything because the couch hadn't even been delivered to the warehouse yet. Now that we are passed our delivery date, we called yet again and got zero answers. It was only when we talked to several employees at corporate that we found out our sectional won't even be making it to the warehouse until late October and then they can deliver it. Nearly a month and a half longer than what they said it would be and who knows if that estimate is accurate! My husband and I will be demanding some kind of compensation for the horrible communication, delay, and HASSLE. Will keep you posted on that! So sad because I've always been a huge fan of theirs!

While they have nice items, the customer service is horrible!! The manager is incredibly rude and dismissive. I was trying to process a return with a (clearly new) employee and she called for help 5 times and no one responded, finally the manager came out after 30 minutes and was rude to both myself and the employee. I was not able to process my return (outside of the 30 day return policy and she wouldn't give me store credit even though I apologized that I missed it, knowing it was my fault, and asked if I could just receive store credit to which she rolled her eyes). Not helpful at all and very rude!!

I found the staff very helpful & knowledgable about their merchandise. Michael, at their Birmingham location, went above & beyond to be of service. I ultimately choose to buy elsewhere. I needed the furniture for a rental property I own & couldn't wait 8-10 weeks for it to arrive.

Extremely upset with West Elm. Ordered a sectional that had an extended shipping window because the color we chose I guess was a custom choice. My estimated DELIVERY date was JULY 29- AUG 12. Not sure why such a big gap but whatever. I've been calling everyday about the status of this order because it still just says "ordered" on my end and absolutely no one was of any help. I honestly don't know why it was so freaking difficult for just one person to contact the warehouse and find out what's going on with my sectional. I'm pretty close to just canceling my credit card since they haven't charged it yet and finding a sofa elsewhere because eff this. I can't stand bad and lazy customer service.

Terrible customer service here. I walked around for 15 mins. The employees looked at me, no one said hello, or asked if I needed a hand. I won't be returning.

Poor customer service, the manager was not willing to help try to solve a problem that one of her employees caused. Had to push her to find an alternate solution. She didn't even try. Very disappointing won't be purchasing anything from here going forward Just dug her heels in and said no.