west elm

The “designer” working in this store was so beyond rude. She got frustrated with me just for asking basic questions, which is why I came into the store. There was a chair I liked and I wanted to see the color swatches, and she asked what fabric I wanted, I asked if I could see the different fabrics available (literally why I came into the store), and her response so “so you don’t even know anything?”. I tried telling her I came into the store to see the different fabrics and color swatches and get help and she kept making me feeling like I was a complete moron. I also wanted help with a coffee table and she completely walked away from me ignoring I told her I wanted help ordering a table as well. Will never give this store any of my business again. I got a couch from them years ago and had a completely different experience. Don’t be the store designer if you get mad at customers for asking design questions.

Comically bad customer support here. Belinda (apparently a manager) is so rude - would never purchase from here again. Highly recommend that upper management look into their recent bad reviews and restaff. if you need help, you'll get better service by calling general west elm customer support.

Spreading only from pricing and store lay out- very competitively priced compared to other furniture stores. Was pleasantly surprised with the modern aesthetic layout.

Comically bad experience here. Purchased a sectional and the sales woman did all the ordering. She was pretty rude but I chalked that up to the holidays and was eager to just make the purchase and be outta the store. The two items arrived at diff times (as she mentioned would probably happen) but the colors are completely different. I talked to one of the managers over the phone after receiving the different color and she explained they're the same color (puzzling based on the picture). She told me she'd create a incident and west elm support would reach out immediately. One week later, no call or reach out, so I went in store to help remedy. The woman in store claimed it was a dye thing and they're actually the same color but because they get their material from different supply sources this can happen. I tried to explain that the colors are so off it's joke and shared them picture. I also tried to explain that I'm merely trying to receive and what were next steps. They told me to work with the support team who finally reached out after the store escalated. Upon sending the pictures, the support team said they couldn't see a difference. I asked her if she was joking and we're now on several hours of images and escalation. Thanks for the yin and yang colored couch that's supposed to be matching, waste of money, time and poor customer experience.

Would give this particular location 0 stars if I could. The same sentiment is plastered all over the reviews here, but I will still share my piece. If you don’t walk in with your designer handbag/ clothing don’t expect to be treated with any respect here. I have never experienced an associate who is more disrespectful, condescending, belittling, unhelpful, lazy, rude, judgmental and borderline prejudice in my entire life than what I was met with at this location when I came to pick up my piece of furniture I had already paid for. If I hadn’t ordered in advance, I would have immediately walked out and gone to another store within the first five minutes. I wasn’t acknowledged when I walked in the door initially, and when I finally spoke to the woman at the front desk, I couldn’t get her to say more than two words to me at a time or even make eye contact. And, to top it off, if you ever need any help with your order because of a mistake they made, don’t expect anything there either. They will talk to you / treat you like a child, not take any responsibility, and will make their mistake your problem instead of talking to the support team and finding a solution on your behalf like any store with semi-decent customer service would. I’m not sure why someone like this would ever be hired to work in retail / customer service, but the entitlement and laziness is absurd. Maybe my $800 dollar bill was not high enough? Who knows. Advice to management: If you expect people to spend money here and recommend your store to others, reconsider who you have working the sales floor or invest in some serious customer service training. It is shameful how your employees treat paying customers, especially at the price point / brand recognition your company has and this needs to be addressed. Advice to customers : Take your business elsewhere.

Ordered two matching coffee tables, first one was a MONTH over an already pretty long shipping date. After a month over, i get an “order cancelled” no explanation, nothing. Definitely think twice

It's been 8 months and am still waiting for my item that said would take only 2 weeks. And on another order it took 3 months for them to cancel the order, customer service is terrible for this company. I did receive a few items and they work very well, but I am very hesitant to ever buy from here again due to the couple experiences I've been through. The premium price is for the high quality items and delivery experience, customer service if something goes wrong is poor.

I was so well taken care of. Lahanna and Carrie did such a great job helping me. I had to wait 5 months for chairs, but so well worth it. The furniture is such good quality. I highly recommend doing business here.