west elm

Greeted by friendly salespeople when I entered the store. The gentleman who helped me was a great designer. I showed him a picture of my living room rug and furniture and he quickly helped me pick out two sets of pillows for my couch. I got home and they worked perfectly! I’m so happy with my purchase. I searched online for many hours trying to find the right pillows and I was able to find the perfect set with his help in about 10 minutes.

I had an excellent experience. I found the same sofa that is sold at Pottery Barn (the same company owns West Elm) for $2500 less. I was told they were 2 months out which I was fine with. Pottery Barn was 4 months. I was pleasantly surprised when I got a text saying it was being delivered after only 3 weeks. Delivery guys were careful and polite. Good experience.

Be very careful ordering from West Elm. Ordered furniture in June, it is now august and we keep getting delays in shipping. Estimated now for end of December! No one from west elm reached out to update us, we had to call a store and they got customer service to reach out. They still had no information about why or how long it would be delayed. They were happy to take our money in June!!

If I can give zero stars I would. Let me be clear I didn’t have the receipt my fault, however, I was told by CS they could look up my info via email or phone number. With that in mind I go into the store with the vase to return and the manager said there is nothing on my account. Hmmm, then why ask me for my phone number and email address when I checked out? Then I asked if the can pull up the history of items bought that day in the store. She stated there was nothing on that day bought in the store! I am beside myself! I showed her how I paid clearly states the stores name and the amount of purchase. Still nothing but a smirk at me, I’m boiling now! Called CS to try and recover the sales for that day! Unreal

We spent over $7000.00 on outdoor furniture in May of 2023. The furniture was delivered in July. We had covers made for the furniture so that it would be protected. One of the swivel chairs now wobbles in June of 2025. It lasted less than 2 years, when I called customer service, they were nice enough but said there was nothing they could do because it was over one year. $7000+ and the furniture is only guaranteed for a year??? My first and last purchase at West Elm, I will tell anyone who asks to not waste their money. Very disappointing.

We placed our original furniture order on May 26, 2024, and over a year later, we are still dealing with unresolved issues, miscommunication, and unacceptable delays. The level of disorganization and lack of accountability has been beyond frustrating. Here is a not-so-brief recap: Dec 19, 2024: Our order arrived damaged. The Show Wood Chair and Couch were returned immediately. The Carlo Chair and Ottoman were reported the same day. Brandy was assigned as our case manager. On Jan 15, 2025, I called her, and she couldn’t even see all the items in the system. She told me to call customer service. Provided the wrong phone number and I had to google the correct number. Customer service sent me right back to her. This back-and-forth wasted hours of my time. Jan 22: I called again. I was told to expect an update by Feb 19—which never came. Jan 31: I followed up with Brandy. She said someone named Michael at "the Hub" was handling it. I was given his number and last name (Alvarev). Neither Michael nor Brandy ever followed up. Apr 1: After months of silence, I called again and spent over an hour on the phone with Valerie. She was the first person to take my case seriously. She discovered no order or repair case had ever been created for the DeKalb Sofa. If I hadn’t called, no one was going to inform me that we wouldn’t be receiving the couch and would not be refunded. A refund was finally processed on Apr 3, nearly ten months after our original order. After receiving the refund, we placed an order for a 2nd couch. Sat, June 21st the delivery truck arrived at 10:30am and did not have our sofa and no one could provide us when we would receive one. The is the 2nd sofa to be lost in a year! Additionally, the in-store process is unnecessarily complicated. We’ve worked with wonderful staff like Lori and Heather, but even they lack the authority to resolve simple billing issues. We paid full price upfront and had to jump through hoops for a refund that should’ve been automatically issued. To sum it up: They had our money for almost a year. We never received a major piece of our order. We received ZERO proactive communication. We had to fight for the 1st refund that should’ve been initiated by them. I followed up today, a week after the latest failed delivery and the couch did not pass quality inspection, has now been discontinued so it can't be remade and I'm awaiting another refund.

I had a wonderful store experience with Brooklyn and her manager. Brooklyn spent a lot of time with me and explored all avenues to help me get the bedding I wanted in a timely manner. She helped me find some very nice patio items as well. The store was immaculate. I had a great experience.

Great product, I am very happy with my purchase! Delivery team was great, Lucas went above and beyond to provide fantastic Customer service!!! Highly recommended!!!

Do not pay these prices For West Elm couches. I pre-ordered a $6000 couch less than two years later I'm going to have to take it to the dump. I have reached out to Customer Service talk to supervisors, etc. and no one will listen to me. Their customer service operators, literally work from home and have zero training. I was told to call the furniture medic and to pay out-of-pocket. When I finally got a hold of Fern dramatic they started laughing and said there's not alot can do to repair West Elm couches because of the inferior construction.