west elm

Brad Schauer
1 Star
Unfortunately one of the worst furniture buying experiences we’ve ever had. Extremely poor follow up from two separate Managers at the store who promised they would escalate the situation (they did try) and keep us informed of updates (did not do this and I provided feedback in person). The furniture delivery company did not send adequate labor resulting in the furniture being damaged. Furniture repair 3rd party process was extremely frustrating. They take weeks to schedule then when they did come out they only repaired one of the two issues. When we tried to schedule again, they never followed up. No offers of free shipping to make the situation right. We enjoy West Elm but I would be very hesitant to buy large pieces of furniture from here again.
Friday 22nd November 2024

cortney Massarella
1 Star
Worst experience ever. They sold me defective furniture that lasted less than 3 years. Told me they would fix or replace it after I was on the phone over an hour and that I would get a call back within a few weeks - then they went silent on me. Save your money and go elsewhere.
Sunday 25th August 2024

Chris W
1 Star
Moved across the country and needed to buy furniture for our new house. Can say I’m firmly not a fan of west elm. We made a somewhat large order over ~$11,000, and have had a pretty miserable experience so far. Getting someone to help design our house was impossible. The extent of the service was basically showing us options in store despite us clearly asking for direct advice on the specifics of our new home; email correspondence was slow or non existent and I ended up just relying on my wife figuring out what we needed and where. Then after we made an order, west elm canceled all of it a few days later without telling us, or our bank; then wouldn’t let us reorder despite having a whitelisted card from WF and us appearing in person with photo ID. So we applied for their credit card to take advantage of the rewards offer; after being assured it would be a quick process in person. It took over a week, and don’t get me started on how terrible the credit card is. Absolute PITA and to top it off they bone you on the extra 5% rewards the first month by canceling all initial charges you make and only ringing them in AFTER your order ships; which good luck getting anything to ship in under a month. Especially custom. Absolute scam. Then the shipping estimates are grossly inaccurate. If something says it’ll be there in a month at the latest, expect at least two. We would’ve absolutely never bought from here in the first place if we knew we’d be waiting 3 months for a bed frame and dining room table. I was under the impression that paying a large premium for furniture would include better service and delivery, especially on non custom items which they have in stock, but so far I’d say if you’re looking for new furniture just get your stuff off of Amazon or from Costco for 1/5 the price. I feel insane for jumping through every hoop and putting in this much effort for what’s supposed to be a premium brand.
Thursday 1st August 2024

Matt McEnany
1 Star
Took them 3 months to deliver and when our coffee table came, it was broken - split down the middle. Instead of taking it back that day, we had to wait another month for them to pick up the broken item in order to get a refund. They still charged us for delivery, and we still don't have a table. West elm is a scam.
Friday 27th September 2024

Chris Borchardt
5 Star
A military move to Ohio left us needing plenty of new furniture for a mid century modern ranch home and West Elm came through for us. Several associates worked with us to sort colors, materials, and styles that matched and made sense together (thanks Ashley, Jessica & Zoe!). The manager worked as much sales/discount magic as possible and talked us through the advantages of opening credit with them for a limited time 20% rewards deal (usually 10%) so we'll be earning a fantastic leather chair as our reward for the living room, dining room & bedroom furniture (thank you Tammy!). I can recommend this store without hesitation and we'll most certainly be back again soon as we set up our new home.
Sunday 15th December 2019