west elm

I went there to buy a beautiful cream colored sofa I’d been obsessing over.. decided not to due to an extremely rude older female salesperson. This is the 2nd time I encountered rude employees here. There was a friendly gentleman working, but this woman was the WORST. Not sure if it’s bc I looked too young, too poor, or just didn’t like my energy . Either way, two terrible customer service experiences is no longer an isolated instance. No longer a customer.

Nkem was probably one of the most helpful retail employees I’ve ever had the pleasure of working with. She worked diligently to make my situation right and put me at ease when she could tell I was stressing. Retail customer service has gone down the hole in general everywhere and what a breath of fresh air to work with someone who genuinely wanted to help. She’s amazing, so ask for her if you want to be well taken care of from the moment you get there until the moment you leave. Thanks Nkem!

Art gallery for furniture was my impression. Prices are decent to expensive. Nicer than average places but less than the crazy stores. Furniture seems to be well made. I found some large baskets and were impressed by the price. Bedsheets were impressive.

Gotta Love ❤ West elm my go to Spot!! I'm a designer here in Houston one of my favourite stores to shop at!!! Never do they let me down away great 👍 and beautiful things. The bedding 🛌 🧡🧡

We bought this from West elm. The carlo century chair. And it broke while my wife was sitting on it. Looks like it's made of concrete and not metal. I called and they said they're going to send a replacement leg which is nice but now we're afraid to sit on it especially with a newborn at home now. Update. I received an email that our chair leg order was cancelled. I called West elm and they said they aren't able to send a replacement because there is no more chair legs in stock and no more coming in the future. Even though the chair is still in stock at in stores. They cancelled the order twice with no explanation until I called. We now have a 800 dollar chair that's useless.

Staff is always so nice here!! Josh is so helpful and kind, we've been multiple times and he's such a genuine person. Gina made sure to assist us by looking in the back for us several times and was always so sweet about it. Great furniture and even better staff.

Do not order from this company!!!! This has been the most horrible experience I have ever had to deal with when it comes to purchasing from any company in my life. I placed an order for a couch back in May and after two different delays they told me I wasn't going to get it until early September. I canceled the order over 3 weeks ago and a week after I still have not received my refund so I called them and they said it would take another week. 2 weeks later I still haven't received a refund and when I contacted them they said the cancellation never happened which is messed up. They put the cancellation in again and I finally got a refund on the furniture but they still won't refund me over $400 on the protection plan I bought. I spent a couple of hours going back and forth between the insurance company and West Elm because they keep telling me that I need to get the refund from the insurance company and the insurance company says I need to get the refund from West Elm because there was never any insurance because the furniture was never delivered, so West Elm is lying and won't refund me my over $400 I paid for insurance. I was very skeptical after reading so many negative reviews about West Elm but I decided to buy furniture anyways and now I completely regret it. At least the good friend of mine is an attorney and they will help me get my money back but it's unfortunate that it's come to this. This company should not be in business and I do not recommend them to anyone.

I just want to share the great experience that I had at this store yesterday. At first I called to ask if there was a mirror in stock at your store and the lady who answer the phone couldn’t find it, but I still decided to walk into the store just to take a look of the item in display. Then, one of the employees (Aseel Alani) approached me and ask if was anything that she can help me with. I was amazed of how diligent she was. After looking all over the store she finally was able to find my mirror in stock; she also spoke to the manager about a price adjustment question that I had. I couldn’t be any happier and satisfied with the service, she was just wonderful.

From leather furniture goods to fun Christmas items to candles to c tables , this West Elm has some really unique items. I bought my 2 C tables at West Elm, and were they reasonable prices? Not really .However, sometimes, you may want to splurge and treat yourself. Service is always helpful when I come in and even if they are busy I typically have someone asking me if need help. They are located in City Centre and parking available in front of store.

I had stopped coming to this store for over 5 years after several bad experiences. I was at Sephora and decided to give them a visit. The service was amazing and I'm glad to know there is new management and new staff. Silvia was so friendly and very attentive. I purchased wine glasses on this visit. Im so glad the service is better. I'll definitely be back.

The service was great!!! I wish I could remember the lady's name but she was exotic looking with curly hair and was so helpful. She suggested I buy panels to take home to see if the matched my room instead of buying everything and she was really nice. When I called to order more the lady who answered the phone was great as well. I was able to get my curtains on sale and love the quality and color. Yes it's pricey but you know that going in.

Update: I am highly disappointed regarding the shipment process of my sofa. I was told before ordering the Marin sofa in early December that I would receive it before Christmas. I specially ordered the fabric that was currently "in stock" to avoid shipment delays. I tracked my order after purchase and now my delivery date in late January to February 14th. I spoke with customer service and of course they couldn't do anything but offer a gift card. I even tried to cancel my order but they said I had to wait until the sofa made it to the warehouse and I would not get a refund on the $300 shipment cost. I warn anyone who orders from West Elm to not believe the delivery date you are quoted before ordering.

The is not a reflection on the employees but overall business practices. For the price you pay here you would think they would be far superior than other stores. They cancel items on you without letting you know, they canceled my couches due to fabric but they still have the fabric in the store! They cancelled a rug on me even though it was available now have to wait for that to be delivered. Worst experience ever will not go back ever again.

Don't bother buying anything from this company. They don't honor their furniture and they don't stand behind it!!! I bought over $12,000 worth of furniture to the items came in operable been calling for the last six months now being told it's been too long they won't fix it!!! I guess I should've done more research before I purchased .

We bought at West Elm - CityCenter on 05/23/2022 a whole set of the dinner table, sofa, coffee table, and additional furniture for our house, with a delivery date of the end of July. However, right after purchasing all that, our problems began to appear. The company sent the sofa on different dates with the wrong set of legs and manual. We had to go back to the store to request the correct legs. The coffee table is always in backorder, but it was in stock when we acquired it. The dinner table failed to be delivered since they are still missing parts, with no ability to update the order. We called the store, but they hung up on us; we tried to address it by going there and calling customer services several times (hours on the phone - customer services said they couldn't help and transferred it to the delivery department, and the employee hung up the phone after almost half-hour of waiting). We called again and talked with the delivery department once more. The employee told the furniture department was responsible for more information. The furniture department told us that the dinner table does not have the delivery date, and we went into the same spiral of misinformation... again. We tried one last time going to the store at 12848 Queensbury Ln Ste 152, and we got a bad surprise; we were told by the manager, "I can't help you anymore; I recommend canceling the order." When buying furniture at West Elm, you are willing to pay more to get better products and customer services. Unfortunately, our experience was beyond ridiculous & frustrating. We do not recommend them, and you'll be better served elsewhere.

staff didn't ignore ppl walking in. most stuff way overpriced. guy working there was friendly and helpful.

I called this morning because I received an email that my crib was ready for pickup. The email said to bring a photo ID but the crib was a baby shower gift from my mom. I spoke to a lady on the phone who was very nice and understanding, she took my name and the name the payment was made under and I gave her the time frame I was coming, she said she would have everything ready for me. Once I arrived I called them and told them I was at the loading dock and was helped by someone else. The lady came out looking for me and said I had given her the wrong name, gave me an attitude. I told her the name of the purchaser and she rolled the crib out. Didn't help us with putting it in the car at all. Terrible customer service all around. I'm 8 months pregnant, if I didn't have my husband with me she probably would've had me move it all myself. Completely useless

So where are the employees in this store? We were here for about 15 minutes and no one came by to greet us or offer any assistance. Although the merchandise is lovely, if there's no one to help, there's no reason to stay. I walked all the way through the store to the back and saw two employees who seemed to be purposely avoiding customers. They literally walked in the other direction when they saw me. I saw them doing it to other shoppers too. Nope. Never again.

In order for this establishment to receive higher than one star(which honestly they should not receive as it is the only option I have) is to rid of the employees they currently have. I will say, not one of the employees acknowledged me or my family (colored family) but were quick to walk to the door when it was a person of same color. Sad to say I will never order or go to this location ever again. I have plenty of furniture from west elm but through their online service!

The West Elm location on Queensbury in Houston is a beautiful store with awesome products! But even more importantly, the managers and staff that I encountered were all THE BEST! I don't know when I have received better customer service. They were so welcoming and friendly. They were proactive and went above and beyond in helping me with what I needed. THANK YOU WEST ELM TEAM , you rock!!!

Horrible service - clueless employees- the could care less about selling and helping. Was ready to spend quite a bit of money for several items we need for our new home---- no way!! Taking my business elsewhere. If this is west... I am running EAST!!!! AWFUL!!!!

Incredibly helpful with finding items at different stores and getting exactly what you need. Highly recommend.

I'm standing in the store right now. No one acknowledged me. I said hi to one of the employees to get help and she got up from the chair and looked at me and walked off. Yes. They are rude. Wish I had read these reviews before I wasted my time. I was here to purchase window treatments.

What a ridiculous experience with these people. We bought a bookshelf at this location and it was set to be delivered within a few business days. When it finally arrived it was missing pieces, we went back to the location and had to literally argue with the salesperson until she finally realized the shipment was incomplete. She re-issued the second delivery. We wait another week and receive the 2nd shipment, again incomplete! We're not happy, we again go to West Elm and they promise they will expedite the shipment this time. It's been a week and we still do not have the 3rd shipment of what should have been a simple bookshelf people! 3 weeks, we're still not complete on the pieces. We've been to the store 3 times. They lied and didn't expedite anything. Kicker- they have an attitude at the store as if we're disturbing them! I will be returning all of the boxes of mixed, incomplete pieces to their store today and this is the last time I'll attempt to do business here. For a store that sells high end pieces, I've gotten better service at Ikea. Do yourself a favor, go visit CB2 at the Domain for comparable items, we've furnished our whole house except for this darn bookshelf with CB2 and never had a single issue.

Literally THE WORST customer service! Shame on you West Elm! I ordered 2 couches back in October & finally after MONTHS of waiting, and a delay due to a winter storm, I was scheduled for a delivery today and the truck literally did not have my items. They tried saying they had already been delivered, but later they realized they put my order on the wrong truck. Oh, also they will not let you know when they are coming to drop off until 30 minutes before. In our case, the driver let us know he was only 10 minutes away. My husband had to take off work to receive couches that were not even in the dang truck! When I asked if they would be giving making up for any of this they said no. Just straight up no. I really hope these couches are worth the terrible service.

Pretentious much? I came here when I was looking for a six-drawers dresser to replace my cheapo three-drawers Ikea dresser. Me being me, I came here all casual in my t-shirt, shorts, and flip-flops. And those who know me will tell you that that's how I like to dress: very casual. Walking in here, nobody even asked if they could help me. Nobody approached me, nobody even tried! I probably spent a good 30-minutes in there looking around and I had questions that I wanted to ask, but I didn't want to grab a random sales associate (because I assume they make commissions) and I didn't want to buy something from someone who didn't want to help me in the first place. I finally walked out and ended up buying my dresser from Crate & Barrel. I guess they assume an Asian guy who shops in t-shirt, shorts, and flip-flops can't afford West Elm furniture. Oh well, next time I'll just shop online. If you're wondering why two stars instead of one, it's because I like some of the styles they offer here at West Elm and they had a crap load of clearance items when I was there (excellent value!).

I went to the store to buy a quilt couldn't get any help from the employees. I finally found someone The velvet stitch quit is 50 off when she rang it up She said it was 20 off I told her the sign in front of the quilt was 50 off . She walked away from the register to the other side of the store and ignored me. I then ask for someone else to help check on this price . I got some assistance and they honored the 50 off . However , what type of furniture store is this where the employees are so rude . It is like this every time I go into West elm It's like they don't want any customers to bother them . Terrible customer service .

Just because the ppl are not friendly as they should in retail environment is like their home not a work place so arrogant and not welcoming a big NoNo

I was just wandering city Centre today making a few returns when I came across west elm and decided to look around. Customer service: I was greeted as soon as I came in and told of what sale they were having. The staff were really nice and helpful. They asked if I needed any help, helped me pick out a house warming gift and did a couple price checks for me. I can't complain about the service. Price: Definitely on the higher end... They are having a sale in store and online for 30% in stock furniture right now. Store look: It has a very open feel. Everything is organized. Nothing out of place, and very clean. Prices are marked clearly. Overall, I would come again to find a cute gift or something decorative for my apartment. My favorite things in this store are the planters.

Today was my 2nd time visiting West Elm. Both times, I had horrible customer service. I was the only customer in the store and spotted 4 people standing around .. no one gave me eye co tact or even said hello. I felt like I was in the twilight zone. Where has customer service gone. I seen a lamp I wanted to buy, but couldn't imagine spending money at this place. Sure hope they hire better associates soon.

One of the rudest customer service you would get is here... no matter is big your order is you will get ill treated here. No manners at all. Especially the current team of November 2022. All ladies in there should be fired....

Terrible experience. I bought a couch from West Elm on July 2nd with an estimated delivery between 6-9 weeks. It has been 13 weeks and still no couch. Every time I call customer service they have no idea when it will be ready. I was told it's with the vendor. Spent 45 minutes on the phone for them to tell me they'll check with their supervisor on contacting the vendor. You would think for an expensive purchase they could at least give me some idea of when my very late couch would arrive.

So I ordered a large vase and picked it up curbside. When I got it home and opened it, there were fingerprints all over it and inside of it. Scratches and bubbles were visible in the glass too. There was a think layer of dust that settled at the bottom that I could not reach to clean, which leads me to believe it was sitting on the store floor for a long time.

This has been my second time in the store. And I have to say at first I thought it was just a bad day for the employees but the second time same experience: unfriendly, rude and just don't want to help specially since you can't just grab and go everything has to go thorough online order I was told. I loved a vase and wanted to buy it but they said you have to order it and they had more than three laid out at the store. So I said ok I guess I can order it since I loved it so much I didn't mind waiting. I drove from Cypress but it was all good. Got online in the parking lot of the store and it said I could pick up curb side! Unbelievable! These store takes the cake for worst customer service. Too bad! their product is good but not giving them my money again. Just shop online if you really need to get anything from west elm y'all it will save you the trouble of a bad experience.

Helpful and engaging team here, who do a good job representing the brand. Always seems very busy in here!

West Elm has attractive looking items but dealing with customer service is beyond the worst experience ever. The store acts as if it's separate from the company in taking ownership for orders placed there - and for whatever reason, unexplainably canceled or severely delayed. My LATEST item with issues was canceled by "customer service" which must explain why it shows as delivered to the store and picked up on my end in the automated order tracking system. They store is happy to process your sale but leave you hanging out to deal with the aftermath of unfulfilled service with generic customer service lines that lead to no where. There is zero accountability. The things that go on there simply don't happen at their competitors and it's mind blowing why West Elm can't get it together. Look at other reviews below and while at, West Elms across the company. This is a culture issue - irresponsible and negligent. Again, zero accountability.

I drove 45 minutes here in the rain. Nothing on their website said you had to make an appointment to go to a furniture store. Covid or not covid it would've saved me time and gas driving that far to not be able to go to the store.

I've been to several west elms and this one is horrible. No one wants to help you at all, and they all just do their own thing. Other stores assist you and make suggestions. I had already purchased thousands from another store before moving and when i came to this one in my new city they were no help. I was looking for accent pieces and the girl literally handed me their design book for the layouts for how they design the store and walked away. Shameful. I'll have to find another place to spend my money.

Fought through traffic only to get there at 7 PM and see locked doors. Called the store and was told by the snooty associate that the store closes at 7 PM. So why the blazes does the website say 8 PM? Response: Oh the change in the store closing hour was made a few months ago. No apologies, just a statement that fails to address the question asked! If your store closing hours have changed, common sense should tell you to update the website and google searches to reflect that. That's not rocket science, it should be inherently obvious.

West Elm is the worst! Purchased a bed that was IN STOCK, our biggest criteria. They missed delivery window and we were told it was on back order! No call or email update, just "surprise your moving in and will not have a bed!". Now, three missed delivery windows later and my daughter is on a mattress on the floor of her apartment. They were not willing to provide a loaner bed or even deliver a floor model. Their solution, almost a month after my daughter's move-in was to suggest we cancel the order!! So I took them up on it.

Terrible customer service! my worst experience ever! Never buy a custom made order from West Elm! 2 months delay in the delivery of a sofa, lots of worries and inconveniences for me, and no satisfactory compensation. Don't trust this store! I ordered a sectional, two tables, and some other stuff for my new apartment in December 2019! There were plenty of fabrics available for the sofa, but because I wanted to have my sofa soon, I skipped my favorite option, and Briana helped me to choose a fabric that was supposed to be delivered in mid-February 2020. My husband and I were so excited about it, and she even got the west elm credit card for this and future purchases. The initial delivery time period was February 7 to February 21. About February 14, I noticed that the status of the sectional is still "Custom Build Scheduled," meaning that the building process had not started yet! I called the customer service, and I was told that probably it's only a system update issue, and I should wait until the end of that period. At the end of the initial period, the delivery time was updated and pushed for one whole month!!! I was really shocked and called the customer service again, but I was told that it's beyond their control. I even called the warehouse to see what the problem is, and they did not help me. I think I called more than 20 times and talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that it's not under their control, and they will make some calls and return to me, which most of the time didn't happen. The only thing they did was sending the two tables (which I could have a month before if there was no sofa!) that I ordered and were kept for the sectional to be delivered at the same time and waving the shipping cost. The tables were delivered on February 25, but they could have been delivered at least one month earlier if they (people in charge) knew about the delay in building the sectional. I even asked them to cancel my order if they cannot guarantee that it arrives by the new estimated time, but they told me that it is a custom made order, and I cannot cancel it. Finally, I could contact Carolina, who is a supervisor in customer service. She told me she would investigate the case to find out what is wrong and when my sectional will be delivered. On March 12, she called me and told me that the item will be ready in a week and will be in the delivery center one week after that (March 26). The week after that I called the delivery center, they told me they have the sectional and they scheduled my item to be delivered on March 31. But a couple of days before that, I received a call from the delivery center saying that the item is still at the distribution center, and they canceled my scheduled appointment. The estimated delivery date also changed for the 4th or 5th time, showing that it will be delivered from April 2 to April 16. I called Carolina again, and she told me that one part of the sectional had arrived, and the second part is in Georgia and will arrive soon. I waited for one more week and contacted the delivery center again; they told me they could schedule an appointment for April 9 because the second part has left Georgia and will arrive at the delivery center soon. However, on April 8, they called me and mentioned that the second part had not arrived yet, but they can deliver one part only. That was my only option, so I accepted it. The second part was delivered on April 16, which was exactly two months after the initial delivery time. During these two months, I contacted people in West Elm about 30 times. Every time I was told that they could not do anything at this moment and I need to wait for the sofa to be delivered for the compensation. They kept saying that the delivery time was estimated and not guaranteed. But this extremely wrong estimation convinced me to purchase my sofa from West Elm, shouldn't they accept their fault? They even didn't notify us by email for most of the delivery delays, and we had to check the status of the item every day! I really expected reasonable compensation that can mitigate the significant inconvenience that I have experienced during these months. I contacted Carolina on April 16, but she didn't answer my call, I contacted her again on April 17 and talked to her for more than an hour. She told me the most she could do is giving me $275 on top of the $237 that was issued before (overall, about 20%). This compensation is way less than what I expect! So, long story short, I ordered a sectional about four months ago, the delivery time was postponed several times, no one helped me about this, I couldn't cancel my order, I had lots of worries and discomfort about this purchase, I cannot like my sofa as I could initially!, and I would have never purchased a sectional from West Elm if I knew about this.

My husband and I were looking for outdoor furniture and this was our first stop. Camille was a fantastic designer, showing us several options. As we were walking out of the store something compelled us to go back and buy one of the sets she had recommended. We followed looking at other places including Restoration Hardware, Pottery Barn and Crate and Barrels, but none of them are as nice for the money than West Elm

The selection of furniture is modern and sleek. They do have several unique pieces and the feel is that of a fancier Ikea store. However, as nice as the prices are, they are a bit pricey. I am not sure of the quality of items there, but they don't look much higher quality than the Target home products.

I visited the store for a workshop on furniture planning because I thought it would be interesting. The designers and manager were very friendly and helpful in helping me understand my space and style. West Elm will def be on the top of my list for my future furniture.

Great Product and selection for modern/mid century stiles. Free interior design services.

Love love love West Elm furniture. This location is super close by and the staff here is very friendly and attentive. I recently purchased my dining room table from here and was looking for chairs to go with it, and Ebony (I think that's her name) was super helpful in helping me find the right chairs. In fact I got two of my chairs I wanted in the clearance section of the store and saved a ton instead of having to pay full price. This store is well organized and beautiful to just walk through if you want design ideas. The clearance or sale section is def worth having a look when you come into the store. The only reason I'm not giving them 5 stars is the hours of operation. I wish they would stay open a little later since Houston traffic is the worst, but I'm still glad to shop here.

I am currently in the store. I have been for the past 10 minutes. I passed or shall I say was passed by by several employees and none of them said a word. Arelia (not sure of the spelling) saved my lack luster experience. I was shopping for the Haven sectional and was interested in purchasing today. As gracious as Arelia was, rather than give my money to a store full of rude employees, I'll make my purchase. UPDATE: I found a better sofa and exemplary customer service at Crate and Barrel!

West Elm is a terrible, awful company. I have had an order open with them for 11 WEEKS!!! They stated it would be here between 11/04 and 11/19. The informed me on 11/15 that it will be not be delivered in time. When I tried to cancel, they 1st stated that they would not be able to refund the $249 shipping fee. On a different call, they stated that they would, "have to ask the vendor to cancel..." and could not guarantee that I would get any of my money back! LOSERS! This is completely against the FTC "30-day Rule" that states merchants must allow customers to cancel orders if they miss their delivery dates. https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order I am going to open an FTC complaint and I urge anyone else that had problems with missed delivery dates from West Elm do the same. https://www.ftccomplaintassistant.gov/#crnt&panel1-1 Screw this company with their manipulative practices and their crap service. Williams-Sonoma West Elm stink is tainting your brand.

It's hard to imagine a place with worse customer service than this West Elm. My husband and I shop frequently from West Elm, and had to stop by this store twice to make returns for in-store purchases. Both times, we were met by outright hostile employees. The first time we tried to return an item (which was the wrong size and labeled incorrectly), the employee kept accusing me of lying to her manager (who thankfully was more understanding). The second time, a different associate accused me of trying to return a non-returnable item. The receipt very clearly lays out how to tell when an item is final sale (this one wasn't). Even after she realized her mistake, she never once apologized (or heck, smiled) and instead made a big deal about how I was inconveniencing her. The employee went on a long rant about how the store had to burn all returned bedding and how I was costing the store so much money (pretty sure the burned bedding part isn't remotely true, FYI). I love West Elm, but this store and its employees are an embarrassment to the brand. God help you if you ever need any actual customer service here.

Came in about a week or two ago. Several employees in the store but only Catherine came up and spoke to me. She was very helpful, gave suggestions and overall was super sweet. One older caucasian lady in particular was standing at the register when I came in and looked at me upon entering then turned her head. After walking past me on multiple occasions I later saw her engaging with other customers but went out of her way to not address me. Definitely felt her motives in not addressing me were intentional.

0 stars. Camille is clearly racist. We recently lost our furniture after our home flooded. We were hopeful to find a piece to match what we were able to save. My husband sat on a bed as he wasn't convinced of the height. We were speaking Spanish and English interchangeably. Camille walked over and spoke slowly to my husband assuming he didn't understand English. Told him to get up off the bed. Once she noticed my daughter was wearing designer label, she changed her behavior. No one in the store assisted us. Horrible experience.

The mr. and I have been busy little bees shopping for furnishings and have come back to west elm over and over. This store in particular is our absolute favorite. Despite not living in Houston anymore, we still maintain a relationship with Ebony, our AWESOME sales associate. She gives great design advice and her honest opinion on which pieces are going to be more durable than others. She answers the hundreds of questions we have and even stayed after her shift was over to keep assisting us. Lots of stuff to look at but they showcase the mid century modern style very well by staging various living areas and bedrooms. Didn't have the best experience with the delivery of the couch which we suspected was missing something. Called up West Elm in CC and they literally lifted up the couch and emailed us pictures of what the base should look like. The CS rep was able to put in an order for the replacement piece. I do love that they don't hover around you pushing things onto you but will be available whenever you need them.

Horrible service. Love the store but not this location. I can't even count on two hands how many times I've been here and walk around the store - sometimes half an hour before someone reluctantly approaches me. Without fail - I leave and order ONLINE ONLY! And we tried to purchase a curtain rod and the sales rep didn't even offer to order it right there at store. Actually that's happened more than once. Crate and Barrel on Westheimer is so much more helpful - more in stock and the employees are always helpful. If they don't have something at their store they will offer to order it for you. That's the customer service I'm used to! This place doesn't even deserve one star!

FYI this place locks their doors 15 minutes before their closing time and will refuse to let you in. Horrible customer service.

This store does not cover the basics of customer service. While shopping for replacement sofa after Hurricane Harvey flooded our home in Aug. 2017, interaction with this store ended up being a very frustrating experience, which added to the already stressful flood recovery process. On 11/26/17, my wife and I placed an order at this store for a replacement sectional. At the time, we knew reno would not complete until about Feb. 2018, so we accepted the est. delivery timing between 1/30~2/13 (more than 2 mos. from order due to optional fabric). The store rep placed the order through their system, processed our west elm card payment, and gave us the order conf. printout. On 1/19 (Fri), we decided to go to the store to check the order status since we were nearby. When the store rep checked the status, it was noted that the est. delivery timing was somehow delayed additional 2 mos. to Apr. 2018 (nearly 5 mos. from initial order).. When we asked the store mgr (Jon Crowley) why west elm had never contacted us to inform and explain the delay, he simply apologized, and first tried to ask us to call customer service to find out, but when we asked him to find out and email or call us, he told us he will contact us within a day or two. With that, we left the store to wait for updates and resolution. The mgr never contacted us since. On 1/22 (Mon), I called the store to find out why we had not received an update, and I spoke with the store rep (older lady) who rudely addressed me such as "just a sec babe", "hold on honey", even when she knew I was calling about an order complaint. I asked to speak with the mgr, and a different store mgr told me that she will find out from the other mgr and will call or email back with updates within the day. Once again, the store did not follow through. On 1/23 (Tues), we went to the store again to find out what is going on. We patiently and politely spoke with another store mgr on duty that day (Alison Valvo) to explain the situation, and she told us that she was the one I spoke with over the phone the day before. She stated that she had sent me an email, but I checked both my inbox and junkmail to confirm the email was not sent. Since west elm still had no answer, I told the mgr we wish to cancel this order and place an order for another sofa with shorter lead time. This time the mgr stated she will have to talk to another mgr the next day to process the order cancellation since she is still new, and asked us to let her know the other sofa to order in place of the cancellation. She promised to process the cancellation and reorder the following day (by end of 1/24), and make the process as seamless as possible, and also honor the original 30% promo discount to be applied to the other order. We asked her to email the cancellation and reorder conf. when this is done, and she made a copy of our original order conf. printout which showed my email and cell number. Again, we did not receive contact after we left the store. On 1/27 (Sat), I called customer service to explain the entire situation, and found out from the rep that there had not been any contact from the store to the main ordering system, and there was no indication of order status inquiry, no sign of order cancellation request, and no reorder of the other sofa being registered. Then they transferred me to the furniture department, the rep here was finally able to process the cancellation, but stated the reorder will not be eligible for the 30% discount promised by the store mgr, and will have to first wait for credit of the original order charge if I wanted to use the west elm card, because the original order had already been processed and the reorder will go over the credit limit. After all this, I still have to call back again to process the reorder. I spoke with the store GM (who had an uncaring tone of voice through the entire conversation) to tell him that the least the store could do was to follow through with status updates. And all he did was to send an email (the first email I received from the store), with a very simple apology and another excuse telling me of the 'other email', which I had already told him we never received. Rather than trying to convince a customer with excuses that does not solve anything, he should have at least made the other mgrs email apology for not following through with each of their promises. All it took to make this whole process acceptable was simple communication effort from the store to the customer, not the other way around. When the store management cannot understand the basics of customer service and customer satisfaction, I am sure there are many other customers that will walk into this store and encounter a frustrating shopping experience.

I ordered 8 different kinds of furniture from this store. First of all, It takes FOREVER to get the furniture. It took me over a month to get my order. I finally got notified that my furniture was ready to be picked up so I went there to pick up my furniture. I even called the store and made sure my order was ready and they said they had them. However when I arrived at the store, they only had 2 chairs instead of 4 chairs.They argued that only 2 chairs arrived. I showed them my order numbers and they finally apologized that they had made a mistake. They told me one of the staff accidentally sold two of my chairs to another person. I had to wait a week more to get the other 2 chairs. I don't understand this mistake. This is very basic work. staff must to check order number and customer name. Second,I got another notification that my table arrived at the store and was ready to be picked up. So I called to the store but my table wasn't there. So I told my situation to one of the employees there, and he just told me to call the Scheduling Center. He didn't really help me at all. I had to call customer center and scheduling center. I wasted a lot of time. I got to talk to another employee who again said I should talk with the general manager. He said the GM would call be back, which never happened. I had to call the store three days later to talk to the manager. he was very RUDE to me. He wasn't aware of what was going on and did not apologize about the chaos. Finally,they decided to send us the table as an offer, but the GM told me that I called the store too many times and they were distracted. WHAT??? I only called the store 4 times, and it was because they promised to call me but never did. Am I not allowed to call the store and check what the heck is going on after paying a couple of grand on furnitures and waiting 7 weeks for them to come? BE CAREFUL! THIS STORE IS AWFUL!

Our first visit to the City Center store - so sad Highland Village location closed - and we had great service. Ebony is a treasure. Thank you!