west elm

I recently purchased a second sofa. I made a few calls to CS to request an exchange or refund. They told me they would notify me within 3 days. I had to call since weeks passed. I was told I could have a store credit minus almost $300 delivery fee. No thank you. Also, I was promised free design service from Huntington store as of late April. The designer, Karen Beck, asked me to provide detailed measurements and photos which I did promptly. She said she'd review and get back to me the following week if she needed anything. She never responded. June 2 she finally returned my third phone call to say she was too busy! Tried to blame me for not supplying a drawing! Told me I could use chat online for design service. HORRIBLE ATTITUDE and POOR SERVICE. Two friends had warned me to avoid WE. I only went back to buy a matching sofa to a previous one I purchased from WE. Never again!

Went in really to browse with my pretty lady. The stuff here is nice, I can’t really speak to the value compared to tiger places but what I saw and felt seemed pretty top notch. Store was empty so I could browse with ease and this location is really easy to reach.

We are extremely disappointed in the $5500 soda purchase in last June. Less than two months, the cushions are all out of shapes and the feathers are all over the sofa or our floor. I called after another month in thinking giving some time it may settle in. However, it got worse. So I called the customer service. The customer service was nice and polite expressed knowledge of understanding. They soon arranged some replacement but won’t be able to deliver in 3months. Meanwhile I called again and was told it was on the way…. Today is January 28, 2025. My Lird, the promised replacement has no where to be found! If West Elm is as goof as they claimed, they should offer me a full refund.

Horrible! Do not order this couch or anything else from West Elm. To make a loooong story short, they delivered the couch which was missing a major piece to put it together. The couch sat in pieces in our living room for almost 3 months while we got the runaround. We were assured they would “make it up to us” once the couch was put together properly. Once it was, we were offered not even 10% off for our inconvenience and time (which included 2 unnecessary days of taking off work). Needless to say we returned the couch, which I have to imagine would be a loss for them, it was a very expensive couch. We weren’t expecting much but under 10% was an insult and definitely did not “make up” for the lost wages and effort it took getting this couch together.

Went into the store looking to physically see plates that I’m looking to put on my registry. A staff member took several minutes with my fiancée and I to answer our questions and offered to price out the set we wanted. She was very helpful.

A really nice West Elm experience! Nice store - though not gigantic so you won’t find everything here, but overall it was a nice experience relative to West Elm in NYC. Just call ahead and check to make sure that the items you’re shopping for are on display. The only thing I didn’t get to see was TV/media consoles, but otherwise a good store.

Very nice store in the Walt Whitman Mall. access is to the outside not within the mall (which is actually pretty good during Covid). very helpful staff but they don't have a lot of items in stock at the store

Refused to deliver my in-stock items on my moving date as promised when I ordered in-store because one custom item in my order was ahead of schedule, arriving up to a month after my moving date. Store manager (Stephan, I think) told me point blank on the phone that my order was $4,111 and not $5,000 so he could not honor two deliveries that the sales rep in the store promised me. I’ve loved the WE furniture I’ve bought from other locations in the past, but the bait and switch sales tactics and snobby attitude from this store have lost a customer.

Visited at the end of July 2025. Had the wonderful fortune to have Rodney Michael hold the door open for us and then help us with the search for a Leesa mattress, which were on the floor for checking out. Carrying information papers and a tablet, he provided everything we needed to know about the three mattresses available. He was wonderful, in fact very wonderful. Every other sales person we encountered there was gracious and welcoming.

I had a complaint with my coffee table how can a new coffee have scratches... new not 24 hours I'll think twice before shopping here

5 star rating based on the in-store customer experience. Ask for Michel if you need help finding what you want. He was the most knowledgeable, professional, helpful and attentive West Elm employee we have ever had the pleasure of dealing with. To put this in context, we have shopped there in the past and our salesperson would begin to help us, but then move off to assist a more 'persistent' customer. In this instance, we came in, expressed what we were looking for and were helped. There was a more 'persistent' person asking for help, and although he offered to help after he was done with us, he pointed her to the front where there were more employees available too. We happily purchased additional items because of this professional and friendly treatment and plan to return in the future. Thank you for making such a good hire West Elm!

Shoutout to Christina for guiding us through our Labor Day purchases! If you're visiting this location she is the person you want to work with! Disclaimer: we came in knowing what couch we wanted and that we would purchase that item that day but we ended up purchasing more than that (of course items we needed though) Christina was great and knowledgeable and took the time to answer all the questions we had and was never pushy and dismissive (unlike the experience we had at another west elm) she took the time to show us how each fabric we were interested in would look like on the sectional we were looking at and even helped us figure what color might work for the dining table based on our wall color. We ended up walking out of there with our orders set for a sleeper sectional, dining table, dining bench and bed frame - and you know we'll be back for other furniture! Let's see how the delivery and assembly goes but if anything like the service from Christina, I'm sure it should be excellent!

We had a virtual design facetime consultation with Kathie and it was such a great experience. She was friendly, available, knowledgeable, and most importantly not pushy. I will definitely be utilizing the virtual consultation, and more specifically Kathie, for our next WE purchase.

I cannot say enough about the customer service from this store. Specifically from this location. Mark the manager help me resolve an issue I was having in seconds. All the employees at this store go above and beyond to make their customers happy. I would highly recommend shopping at this store.

Honestly, do yourself a favor and don't order from West Elm. The customer service and delivery is disgraceful. I ordered a sectional in September that was supposed to be delivered by Halloween. after not receiving the sectional or updates on my order, I reached out to customer service to see when the furniture would arrive. I was on the phone for an hour, transferred to multiple different reps all of which had no communication and no idea where my order was. The final resolution was to split delivery and send half the sectional two days before thanksgiving and the rest after. After receiving the four pieces, I called to follow up on the missing pieces. West Elm had no idea where the pieces were and after another hour phone call the solution was to place a new order and wait until February to receive the missing pieces. A managers only resolution was to cancel my entire order and return what I had. It's amazing that for a company of this size and status , they rather you return a custom sectional and forgo several thousand dollars instead of remedy their mistake. 5 months and 5000 dollars for a sectional from a company who doesn't care about customer experience or service. It's not worth it. Do yourself a favor and order from somewhere else. Don't waste your time or energy. Its really sad. We're all in trying times and West Elm shows no regard for your time or money. Also, not once was covid or the pandemic the reason given for the delay in shipping or the missing pieces. This was not due to the pandemic. At some point in my conversation with customer service they "thought" the pieces had come damaged and needed to be replaced, but again, nobody actually had a definitive answer as to what was going on. If it had been due to the pandemic I would have been much more understanding.

would give zero stars if I could. I placed an order in July for a sofa. I was told after the order was placed that it wouldn't be ready till between Aug 28- Sept 11, which is already over a month wait time. After Sept 11 they called me and told me my new wait time was Sept 12-26. I kept calling the manager to speak with him, he claimed he'd speak with the delivery service and call me back. Never called back. This has been going on for weeks. Not to mention I ordered a media console that came completed scratched up, took another month to get a replacement delivery. TERRIBLE customer service. Go to Pottery Barn - its right next door and the sales associates are much nicer (and there delivery is a breeze to deal with)

The service and management at this location are amazing! They are knowledgeable, helpful, professional and just good people. My designer was Lori and she went above and beyond to help me get the right pieces for my room. If you want great furniture and a pleasurable experience go to West Elm at Walt Whitman Mall.

I am obsessed with west elm in general, when I saw one finally was on Long Island I ran to it (actually drove) but yes I love this store. Came here for the Black Friday sale and got a whole new bedroom set I am beyond in love with. Went again tonight for even more stuff. Will probably be back soon for more. I won't be happy until my house is filled with west elm! I even hound people to check out west elm I'm just that obsessed. Let me stop now lol. Love this store! Stop at zinburger after.

Would never come back here. If you're a person of color, avoid this place at all costs. I watched others receive great customer service as I wandered the store not being asked if I needed help. Once I did ask for help with fabrics and swatches, a man (seemingly a manager) gave me a 60 second overview of the fabrics I asked about and pointed about 10 different ones out (all from the middle of the room he literally pointed to each corner and told me which fabric was on what sofa as if I could remember them all) and then left me to help another customer in which I observed him asking the new customers name and what she was looking for. He never once asked what I was looking for or any context as to why I was asking to see specific fabrics and completely disregarded me as a customer. I felt like I was bothering him and like I was wasting his time. I would never go back and I wish I didn't travel 45 mins to this store.

This review is solely for customer service. The designers on staff (especially the head designer Kathy) absolutely unpleasnt to work with. She is not interested in helping in any way. I've been to the store a few times and twice I saw her getting into an argument with the customers. Customers accused her of being condescending and nasty. I agree that she comes across as that. Other than the customer service, west elm products are awesome. I love their plates, bowls, throw pillows, and home accessories.

Stefan was so extremely helpful locating a rug for me that is from 2017. He spent an extra 40 minutes after the store closed searching their stockroom for the rug and arranging for it to be shipped to my home in PA so that I wouldn't have to drive to LI to pick it up. Truly some of the best customer service I've ever gotten. I wish I could always work with Stefan when shopping at West Elm!

I agree with the other reviewers. The customer service is horrible. Came here on a Saturday, and when I asked to see an item that was not displayed on the floor but was in the stockroom, I was told that I had to pay for the item in advance before it would be brought out. This was followed by her nasty eye roll at me. Seriously?!!

I would give a negative rating if this option was available, for the worst customer service we ever would receive as customers. On April 1st, 2018 at 5:36 p.m., I called the store and spoke with a gentleman regarding store closing hour for the day. I was assured that the store would close at 7 p.m. We got there at 6:15 p.m. and was told the store closed! When I tried to explain the phone call earlier and how we drove 40 minutes getting to their store, an older lady waved us to leave with an angry attitude. We felt so offended by their unprofessional attitude. Very disappointed in this store and will not come back to shop here. We will also cancel a back-ordered item with them. To us, respect is a basic manner.

Still waiting here for service..... store is way under staffed and way over priced. Not coming back.

Our experience shopping at this store was pleasant, but our overall experience with west elm has been awful. We ordered a dining table and 6 chairs from the store and the sales person was helpful. The table was delivered and set up for us without a problem, but the chairs were shipped via UPS and we had to assemble them ourselves. Out of the 6 chairs we were originally sent, we were only able to put together 3, and out of the 4 replacement chairs they sent, we were only able to assemble 2. So now 3 weeks after our initial order, we have been sent 10 chairs and only have 5 chairs to show for it. We have spoken to one customer service rep who was helpful and one who was not. Once we get the chairs we paid for, we will never order anything we have to assemble from west elm again.

When placing a complaint through consumer affairs website the response I received was extremely unprofessional. They sent me damaged shelves and then gave a huge hassle when trying to replace. Their response to me was "save yourself the hassle and shop elsewhere". Terrible company overall that should not be supported!

I frequently go to this location to consistently be disappointed with awful customer service. Yesterday I went with the intent to buy a side table and was told it was out of stock and I couldn't buy the floor model. I was then told I could order it online, but they wouldn't override the shipping, even though I had driven to the store. The time prior I was there to buy a chair I waited an hour just to be able to get help from an associate. For a brand that is so highly priced you think they would go above and beyond to help their customers. Their customer service rep Elizabeth basically told me to get over it. I've decided I much rather spend my money with other furniture companies than one that completely disregards what exceptional customer service is.

They sent the wrong sectional set, come to find out, the salesperson entered all different pieces from different sectionals. Called for help, they couldn't be bothered at Walt Whitman location. Now it's another 2 months for corrected pieces through phone support bec the store didn't want to help. Salespeople seem not to know their products on the floor, didn't come off friendly or confident in product knowledge. RECIPE for disaster.

In my quest to secure 6 West Elm dining chairs (Rustic/Acacia), which I learned have been discontinued, I spent hours calling stores across the country. I managed to secure four chairs from San Diego and Houston. Today, Andrew at West Elm on Walt Whitman Road, NY confirmed that his store has two and he would have them on their way to me. YAHOO...! Staff at each store have been courteous, responsive, and--if they didn't have what I was after--they took time to direct me to locations that might have inventory. One thing that was frustrating was that, with the exception of one store in Mission Viejo, CA, others who had inventory wouldn't ship chairs that had already been taken out of their original box (and the box had then been discarded). Bottom line, by next week I will have all 6 chairs. This has been a challenging, but worthwhile, experience.

So I ordered a table and chairs from West Elm in the store about two weeks ago. There were a couple of mishaps with my order. It was delivered earlier in the day than I expected and then, to my dismay, it was not assembled. Needless to say, the store had one very irate customer. But everything turned around because of their exceptional customer service and willingness to make things right. Today, the assistant manager, Andrew, came to my house and personally assembled the table and took every scrap of wrapping with him in his own car. All the while, he was pleasant and apologetic. He really went above and beyond. In this day and age, it's nice to be treated like a human being instead of a dollar sign. Thanks Andrew.

I have been to this store about a half a dozen times now. We are moving into our first home and have been researching furniture all of which will be coming from west elm. The store associates can not be bothered to help us. Even with no one in the store they are just standing around and do not even acknowledge our presence in the store. I feel like they are discriminating against us because of our age. I am in my late 20's, successful, and can afford to buy anything in the store. It is as if we are invisible to them. When we do finally get someone's attention they are always annoyed to have to assist us. It is extremely frustrating because we are prepared to spend a significant amount of money to furnish an entire home with west elm furniture and products. No need to go back to the store in the future, you can do all of your research and ordering online and save yourself the headache.

Had a terrible experience with West Elm. My daughter was delivered half a sectional sofa - because the other half was the wrong color. It took over 3 months to get this wrong order and now to correct the order it is going to take another 3 months or more. Very hard to get through and deal with customer service and when people say they are going to call back, they don't. Save yourself the hassle and order furniture from a company that is reputable.

AMAZING products and SERVICE!!! Stefan the manager really knows his stuff and stayed in the store past closing to help me furnish an apartment with a tight deadline and budget!

This store is the worst, I purchased a couch in February we are now mid August I still don't have a complete couch. Worst customer service, no one has direct answers, they blame everything on the manufacturer. I've called the store multiple times, called west elm direct spoke to multiple people including supervisors nothing resolved still no couch.

We ordered our Hamony sectional sofa April 11 with Stephan in store. He was very nice and this is not a negative review on his service but, the service of West Elm itself. We were told the sofa would be delivered in 4-6 weeks. Soooo we patiently waited and waited and waited 20 WEEKS.....we get an email first week of July our sofa was in. We call and schedule delivery for July 7th. The night before the delivery we get a call OUR COUCH WILL NOT BE DELIVERED. They gave us some lame excuse....your sofa is being delayed because of defect. WTF WTF you have got to be kidding??? You call the night before to tell me this??? Needless to say the next day I was suprised to have HALF THE SECTIONAL SHOW UP. So I call West Elm to see whats going on with the other piece; they tell me July 15th I will have it....guess what no piece July 15th, I call again and they tell me July 20th...guess what still no piece. I call back and now they tell me AUGUST 9TH. So now we wait until tomorrow....

Pleasant staff, there was a small mishap in our sectional order but nothing that really bothered me too much. It worked out in the end as we are moving and will work better in the our new home. Smaller than the other West Elms in the city but worth a trip.

The service at the actual store was good. However, we ordered a couch at the end of September and they said it would take 4-6 weeks. The lady in the store even said that it would probably be quicker than that. I just checked the status and it says Mid December !! Are you kidding me?? That is way after the 4-6 that they told me!! I called customer service and they were so rude. Didn't even offer some kind of discount for a later purchase. I would never order anything again from this company and will definitely tell all my friends that the price was not worth it.