west elm

I had a great experience at the West Elm in Charlotte. The store features beautiful lighting, a wide array of high-quality options, and a relaxed atmosphere. The staff were friendly and there was no pressure to buy, which made the visit pleasant. Parking is available and convenient. Overall, it’s a bit on the pricey side but well worth it for the quality and experience.

Not a great experience. Will avoid them in the future. The furniture itself is decent quality but overpriced at retail. Background: I called in to inquire about 2 dining chairs we'd like to purchase around lunch time. I was told they only have 2 floor models but they'd be 20% off and could be held for me. I should've asked for her name at that time, she was friendly and helpful. I let her know I could be there around 6:30 to pick them up. She mentioned they close at 7 and to try to not come in last minute, totally understandable. Showed up at 6:30 to pick up the chairs. There was 3 ladies working, 2 were quite pleasant and one was not. The unpleasant one let me know that "we don't do pickups after 6" with a bit of attitude, I shrugged it off and told her I was told 6:30 was okay. They went in the back and brought out 2 new chairs (not the floor model I was expecting). I mentioned that I was expecting open box items that we're discounted 20%. I was told there's nothing they can do about it and I'd have to pay full price. Since we already travelled an hour and needed the chairs, I ended up buying them but left with a bad taste in my mouth. We were planning on coming back to buy a coffee table and a few other things but I can't in good conscience shop here again. I feel bad, 2 of the ladies were very nice and one was just very abrasive and seemed bothered that we were picking up something at 6:30 (there was NO other customers in the store). Being around retail long enough, clearly she needs to work on her customer facing skills and attitude.

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.

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

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!!

I have been a loyal and enthusiastic customer of the west elm family of brands most of my adult life. And after this experience I am no longer a customer. I ordered a table through them and waited 4 weeks for it to come in. Drove to the store to pick it up, it's not an easy store to get to. When I got home I unboxed the million pieces of cardboard which I had to dispose of and discovered my table was damaged. I called Customer service and they scheduled to pick up the return. However the day they were to pick up the table they went to the store and not my house. So I wasted a vacation day for nothing. I had to get a truck to take it back to the store. The damage was not our fault but yet we have to jump through hoops to make it right. Completely unacceptable lack of customer service. Please know when you shop here they are not going to do what is right to fix a situation that they caused. Additionally it is important to note that the quality of these pieces today is not what it used to be. Incredibly disappointed and won't ever be back again.

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.

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.