west elm Reviews Summary

Customer Service

Pros:

• "Very helpful staff and reasonable prices."
• "Their interior design & customer service is outstanding."
• "The associates are super friendly and helpful."
• "Many of the negative comments are regarding online service - however, I had a really positive in-store experience."
• "I had excellent customer service from Asake."
• "Kristina was so helpful and in fact the entire staff was wonderful."
• "Hands down the best customer service experience I have had in 10 years of living in NY."

Cons:

• "For a $21 rug, this cost me over $1,000 in services, and not to mention I now have PTSD."
• "You’ll spend hours on the phone with customer service to no resolution."
• "West elm delivery sucks!! They charged you so much money for delivery and don't even help you set up in the apartment."
• "Usually very crowded, sales people seem a bit stressed out and unable to give good guidance."
• "Customer service nightmare, not one person offered assistance."
• "Employees are incredibly rude and unhelpful."
• "Customer service was horrible to say the least."

Delivery & Stock

Pros:

• "Great space and lots of selection."
• "Their selection is varied, with options for both small apartments and large homes."
• "Wheelchair accessible entrance and street parking is available."
• "Even has mid day, during the week legal Street parking for easy pick up."
• "Surprisingly large store, the staff is helpful and their best sellers are typically available."
• "Nice to have a West Elm in this part of town for the mid-century modernaires among us."
• "Much larger store and selection than I originally anticipated."

Cons:

• "The item arrived 5 weeks after payment - damaged and built upside down."
• "They charged my credit card at the time of purchase but the delivery took more than 3 months to arrive!"
• "The table was delivered in September damaged."
• "I needed 5 items and none were in stock."
• "The last item we ordered, a TV Console, took 4 mos. to be delivered."
• "They don't have enough stocks whenever I try to buy."
• "I still do not have furniture nor do I have an ETA on when the furniture might arrive."

Product Quality & Design

Pros:

• "West elm made our shopping experience quick and easy."
• "I'm also surprised by these reviews! I bought the Tillary sofa and I absolutely love it + all my friends comment on how good it looks too."
• "Chic modern furniture that is accessible to every trend follower."
• "One thing that stands out about West Elm is their commitment to sustainability."
• "The quality of their products is generally good."
• "The merchandise is good quality."
• "I've purchased quite a bit from West Elm in the past and have been super happy with the life and quality of product."

Cons:

• "The furniture looks good but the legs are already breaking just a year later."
• "The store cancelled it no long after. They didn't even bother to call me for resolution."
• "Decently designed furniture but overpriced and extremely terrible service."
• "The couch itself is a total disappointment."
• "Some customers have reported issues with the durability of certain pieces."
• "The furnitures are of low quality."
• "Lots of impractical, or impractically priced furniture though."