I came in to see things in real life before purchasing, and the sales associate was incredibly helpful. There was no pressure to buy anything right away, and she asked that I help them and purchase from the store if I decided to go with those pieces. I came back to do just that and was helped by another associate who was also helpful and friendly. Furniture is definitely one category that is so important to see in real life, and I appreciate having a helpful West Elm nearby. read more

1 Star - Extremely Disappointing Customer Service. Never Again! I visited this West Elm location with my boyfriend just a few minutes ago, and I can honestly say it was one of the most unwelcoming retail experiences I've had in quite some time. From the moment we walked in, not a single employee greeted us, acknowledged our presence, or offered assistance. We walked around the ENTIRE store looking at furniture, specifically sectional sofas, as I was genuinely interested in making a purchase. However, despite being ready and willing to spend my money, we were completely ignored. What makes this experience even more unacceptable is that there were only THREE customers in the entire store, including my boyfriend and me! The store was practically empty, so being overlooked was certainly not a matter of employees being overwhelmed with customers. There were also three employees working at the time. One was assisting the third customer, which I completely understand. However, the other two associates, both white, were standing near the cashier area and made absolutely no effort to acknowledge us. At one point, one of the female associates actually began walking in our direction, only to abruptly turn around and walk away without saying a single word. I couldn't help but wonder whether we were being judged based on our appearance, since we had just come from the gym, or whether race played a role in how we were treated. I cannot say for certain what motivated their behavior, but the complete lack of acknowledgment certainly left us feeling uncomfortable, invisible, and unwelcome. Here's the thing: You never know who is walking into your store or how much they're prepared to spend. More importantly, every customer deserves basic courtesy and respect, regardless of their appearance, race, or how they're dressed. A simple "Hello, welcome to West Elm" or "Let us know if you need anything" costs absolutely nothing. As someone who was seriously considering purchasing a sectional, I found this experience incredibly disappointing, especially from a brand that positions itself as a premium furniture retailer. With three employees and only three customers in the entire store, there was absolutely no reason for us to walk through the entire showroom without so much as a greeting. Customer service should never be selective. No one should have to dress a certain way, look a certain way, or practically beg for attention just to receive basic acknowledgment. Needless to say, I will gladly take my business and my money elsewhere. There are plenty of furniture retailers that would appreciate a customer who is ready to make a significant purchase. West Elm, you lost a potential sale today, but more importantly, you lost a customer. I have absolutely no intention of returning to this location. read more

After being completely ignored by the "real housewives" employee by the front entrance, I walked right out. If you work in a service-related industry, you've got to know a thing or two about soft skills. Walking around trying to look cute isn't enough for me. Learn people skills and stop acting like a zombie. Customer service goes a long way. I came to purchase things. West Elm, since you can't seem to treat your staff a thing or two about the art of customer service, I will NEVER spent a penny in this store or online. read more

I love this store so much -- the employees are super helpful (shoutout to Christina and Phillip!) and I love the selection of items, the best diffusers, incredible bedding and fun neighborhood. read more

We didn't get out couches yet, so I can't say anything about the delivery or product, but the shopping experience was pleasant. The sales representatives were all very knowledgeable. I definitely recommend stopping by a brick and mortar before ordering a couch. We thought we wanted the harmony, but after sitting on it, we changed to a haven design. The swatches, although you can order samples online, are just better experienced in person. The sales reps was incredibly patient with us. We went through over a dozen swatches and designs, stayed past closing, and we never felt rushed or pressured to purchase. We are looking for the arrival of our couch, which should take about a month to a month and a half to arrive. read more

Just left this store. I walked in with pictures & ideas of what I wanted to get and wanted a second opinion / assistance. Also wanted to touch the products I wanted to get before purchase to make sure I liked them IRL and not just online. I STRONGLY suggest going elsewhere - I walked in was greeted, another employee came from the back and offered assistance, I told her I had pictures and products I needed assistance with, and she said while I pull them up she'd be right back. She never came back & 20 minutes later as I'm about to leave I see her and the gentleman behind the counter giggling at the computer. Do not spend your money where you are not appreciated. I walked right out and didn't spend a dime on things that I was more than happy to purchase that they had I've been assisted. If I didn't want in person assistance, I would have just ordered online. read more

This is my second time visiting this west elm and I've had a pleasant experience both times. Most of the staff were friendly and attentive. They even let me do a price adjustment for something I had purchased a few days before! Of course west elm is pricey, so I can appreciate a deal whenever I can. Overall: - great layout with everything displayed to make me want it all - very friendly staff. If one person couldn't help me, they were eager to find someone else who could - they did an in store price adjustment which saved me about 100 bucks - it's conveniently located with ample parking - they have an on-site designer who let me bounce a few ideas off of her. Overall great experience, will definitely stop back in! read more

Eh not the customer service experience I was hoping for. I like when people speak/acknowledge my presence.

The store is beautiful but customer service is horrible. Either they do not have enough staff on the floor or the staff is unfriendly. I walked in the store and browsed for 10min or so with no greeting, while 3 different staff members passed me by and said nothing. I did find a few items and was ignored while standing at the register. Two people were helped before ( they were purchasing large furniture items from the floor) but not one time did a staff member ask me if I had been helped. The counter was finally clear and I patiently waiting while the cashier completed the previous purchase. As I scooped my items for purchase over, she looked at me and said " I don't mean to slight you." Walked away and asked a man ( who walked in the store browsing well after me). The west elm staff member asked him if he needed any help while walking away from me and my items for purchase. Very rude and unprofessional. Not sure I will return to this location. By the way, the store was not busy. No more than 4-5 people in the store at once. read more

I had a great experience when I visited! I was buying a couch online and couldn't determine which fabric to go with, so I visited the store. I was so glad I did, it definitely changed what I had planned on getting. Liz was super knowledgeable and helpful, she really helped me pick something I will be happy with. I visited not long after the attack on the Capitol, when DC was beefing up security for the inauguration, and Liz also told me about the care packages she and her team provided to the National Guardsmen and Women staying at a nearby hotel. Made me feel even better about my purchase! read more

We were in on Sunday at 11 and asked the gentleman working if he could look up some furniture items that they may have in stock. This is when, like an auctioneer, the man said no at a pace faster than the speed of sound. As he pretended to type on a computer that was not even plugged in, he happily said no before we even told him what item to look up. As we walked out he offered one last no even though there was no question asked. West elm Alexandria.... You can look but you cannot buy. read more

I came back today , after stopping by yesterday after hours, and was told that they receive only by appointment so they didn't let us in , same happened to another customer in front of us! There was no such indication on THE FRONT DOOR! The shop was empty and this is a bad customer service! Never go back! read more

Re: order number 322913303945 I was told at time of purchase that, if I paid in full on my West Elm Capital One card, I would receive a 10% rebate on the $1278.40 bill. I did so, but I was never paid, and the store says that even though I was misinformed by the clerk that served me, I have no reasonable recourse. This is unacceptable. To add insult to injury, despite the outrageous $250 delivery fee the truck showed up late at 7:00 pm on the day of delivery, after our delivery dock was closed. This is not a store that I will frequent in the future, and I will be happy to advise any third parties of my dismay over this treatment. Charles Daris 7034857766 read more

It's a beautiful, new store and the items they sell are quite attractive. But do yourself a favor and never order furniture (or any other item that requires delivery for that matter) from West Elm/Pottery Barn. Their delivery is notoriously horrible, as many other reviews here attest. My wife has been on the phone for the past hour trying to figure out why the bedroom furniture we ordered 2 weeks ago has yet to be delivered. After being given the run-around, she was ultimately transferred to a third-party delivery service that is now closed. When you drop 4 grand on a bedroom set, you expect a certain level of service; an expectation that this place fails to meet. This will be last time we ever order anything here. read more

If I could give this a negative star, I would. I spent 2 hours picking out the perfect sofa and spent $6000. Then the delivery company completely messed up the shipping. To make things worse, the sofa finally arrived only for me to realize that the sales associate at the store ordered the wrong one. I had to place a new order and spent another $4000 and wait again. Now I come to find out that that they cancelled another order my accident and I have to order that again too. There is no accountability at this store or on a corporate level. How many mistakes can one company make? Simply awful. Do not buy anything from here. read more

Many thanks to Sam and Edie for allowing me to shop safely. I'm very high risk and don't typically venture out. Store was spotless, everyone was masked, my appointment time was honored and front door remained locked. Tough economic times and I'm sure all these measures are costly, but so appreciated! I've ordered several pieces of furniture and so grateful I could safely check them out. As to other reviews here--there are signs posted everywhere noting that shopping is by appointment OR low capacity. The store might have looked empty, but much more likely they were honoring an appointment for someone. Kudos for keeping everyone safe even if it cost a sale. read more

Five star rating for design services. After trying three times to schedule a design consultation at Logan Circle and having them all cancelled (ugh), we hauled ourselves down to Alexandria and had an awesome experience with Ruth Ann. She patiently and knowledgeably led us through furnishing our entire living room, front entry and sunroom. We sat on everything in the showroom, dug through swatches, and walked out with a detailed breakdown of our selections including ship estimates. I am so excited at how fabulous it's all going to look!! read more

Don't expect to get any assistance from the staff unless you're walking around with a big bag of money or your black card taped to your forehead. read more

I love the products but I will NEVER buy anything that has to be delivered gain. it takes forever. The warehouse lost our items multiple times. Delivered it damaged. The cleaners never responded to getting the product fixed. It has been a nightmare. I guess I'll keep my purchases to stuff I can carry out of the store myself. Which is a bummer. Since I LOVE the style. read more

This West Elm location is a very stylish venue, with a large variety of merchandise on display. I interacted with a salesperson who was very helpful. I appreciated the Covid protocols in the store, and felt comfortable there. I made several small purchases, and will definitely return to this location! read more

I've now been in twice. Both people I dealt with were rude and made me feel like they had no time for me. One of the salespersons, made me feel like they were annoyed by my questions. Horrible customer experience. read more

My sofa and chair were delivered in January with a big rip in the sofa lining underneath. The delivery company raised a ticket for the issue and told us someone from west elm will be contacting us soon. While waiting for the call, we noticed that the chair also had a huge hole in the lining. When we didn't hear from them for two weeks, we called them only to find out that they had no idea about the ticket and why we hadn't got a call. They said someone would come late February to check the issue. We asked if the chair issue can also be added to the same ticket, they refused and created a new ticket and said someone will come in March to fix the chair. So inefficient. We had to reschedule the visits to April as we had to travel due to an emergency. Since then, the appointments have been rescheduled by West elm 3 times. Each time the appointment date would near, they call us and say the person who has to do the repair is unwell. Then in June they said they now have a new contract with another company and they would come on July 3 to fix the furniture. Come July 3, he is a NO SHOW. We called West Elm multiple times with no success. It has been 6 months since the furniture was delivered in a bad shape. West elm has the worst customer service ever. By the way, their delivery process was also horrible. I had left a review, which they claimed was 'deleted' and they had no idea who deleted it. Can't trust this company one bit. If you want good customer service, this company ain't it! read more

I have been shopping with the store over a year and even with COVID the store made sure I felt safe with the precautions put in place for the customers. After ordering everything from furniture to accessories the staff has been great to help me with recommendations and always welcoming. I ordered a sofa last year and although there was a delay which was totally expected with COVID it was worth the wait. I also ordered furniture for our (Trinity Medothist Church) connecting room and the church members could not say enough great things about the product and how it turned out. The Alexandria team goes above and beyond and has become my go to place for all my home needs. read more

It's not Bethesda in terms of customer service. Have been here 25 mins and no one has asked if I need help. The store isn't crowded at all. Came to sit in a recliner to see if it fits. Live near the Bethesda Store. I'll return there where manager Kevin and staff are friendly, customer focused and a pleasure to work with. read more

I'll write a review 'after' I finally receive my sofa. I've called several times to customer service but they have never contacted me.

My husband and I have been shopping at West Elm for years now and this is by far the best location, staff wise, to work with. We don't even live near this location anymore and still make the point to come here when we're going to shop at West Elm. Liz is BY FAR the most competent, calm, sweet, and helpful manager I've ever worked with at any retail store. She's helped us with a few issues we ran into (delivery wise, nothing in the store or involving staff) and is extremely pleasant to work with and chat to while doing so. The entirety of the staff at this location is welcoming and kind and helpful. read more

Love this store. I come in very often with my dog who is always welcomed. West Elm is one of the few stores that is dog friendly so I like being able to take him shopping with me. They always give him treats and the sales rep has even offered to watch him/play with him while I browse. As for customer service, I'm always greeted immediately when I come in and they take time to answer questions. Typically, I do all my orders online and have rarely made a big purchase at this location. Most often I'm bringing something back that may be didn't work out. In any case, I do agree with other people that sometimes large furniture items that need arranged shipments can be troublesome. My suggestion if you ever order something that has missing parts (in my experience) or is delayed, try the three pronged approach. First, contact their customer service and ask for a discount for the inconvenience. I prefer to do this via Twitter or email so I can have written confirmation for discounts. Second, if they still haven't rectified things and you don't get a call to schedule your delivery, contact your credit card company to open a dispute so you're protected. This usually spawns faster help. And lastly, go in store to bring the issue up. If you aren't getting any traction with the online customer service group (ie you're getting the run around), in store management can be super helpful. This was the process I went through (a three week process) and though it was annoying, the bed finally came discounted 40% off with free shipping and I'm super pleased with my purchase. That was the only faux pas I've experienced with shipping and I have ordered a media console, nightstand, and a coffee table. Most items ship 2-3 day with UPS and those are always delivered timely. Protip: if you have a piece of furniture delivered via UPS and need to return it, you do not need to drop it off at a UPS location. The shipping label provided includes UPS pickup free of charge. Simply schedule it online :). read more

I'm giving this a 2 star because of the events following the sale. Yes all staff wore masks, my sales person was very helpful, even though quite busy and I thought all was fine. I'm aware this is not the best time to be furniture shopping, but the need was high. This was the first store I have been in in the last 8 months, and so it was that I purchased a small sectional. Once received, I realized while it looked great in the store, it did not look great in my home. In short, it didn't fit my needs. I called about returning it, and was very pleasantly surprised to be told it would be quite simple. If returned in 7 days, full refund and at the time, I was told by a female supervisor - I would not be responsible for shipping charges. Upon inquiring about the timing of the refund, I was told 24-48 hours. I initiated the return on day 3, and it was picked up several days later. That was 15 days ago, 3 phone calls, each over 40 minutes with no resolution. The second call I was told the funds were being released. A week later I called again asking where the refund was and am now told they cant confirm the returned merchandise Has been received. While they reached out to the delivery company 5 days ago, they haven't heard back. If this is all acceptable to anyone - shop away. I will never shop there again and would not recommend them to anyone. The time invested in this is beyond the norm and still no resolution. My $3,000 + sofa was no deal. read more

Love the staff here! I've had great customer service each time I've arrived in the last month, even without an appointment I was able to enter of capacity was low. I was able to return an item my client wasn't too sure about after placing the order (24hrs later) with no issue. I appreciate the staff in keeping this store clean and safe! read more

The worst customer service I've received! I ordered a couch on September 6th, with Covid i understood and was fine with the expected date of delivery to be Nov 2nd . . And then Nov 16th . . . And then Nov 24th . . . I finally received it the first week of December and i only received half of the couch . . the rest of the couch was expected to be delivered in another week. On top of the three month wait and inconvenience the couch came WITH BLUE STAINS! After waiting three months , the couch came defective ! I call to put in my return , i called on a Friday & they said they'll call me Monday to schedule the pick up . . It's been 72 hours (excluding the weekend) and they're still unable to schedule my return because a third party hasn't received my return slip that i called to make on Friday . . . The couch / west elm products aren't cheap, the couch was nearly 4K & west elm has no urgency or respect for their customers time or money. read more

I had two of the hands-down worst shopping experiences in my life at West Elm. I had a West Elm home designer - Sam - come to my house to spend an hour measuring everything; she was supposed to send me a furniture plan a few days later. I didn't find out until she arrived at my house that she didn't know how to use a tape measure and had zero design experience, but she seemed energetic so I was willing to give her a chance. She ended up NEVER getting back to me after repeated texts and emails. Complete waste of my time. Separately, I had previously ordered a chandelier for $330 from West Elm. It was broken when I received it, and I returned it. It's going on 4 months now, and I still haven't been reimbursed!! I call at least weekly and have been told repeatedly that the check is in the mail, which is a blatant lie. Every time I call customer service, it's like starting from scratch again. This is the most inept company I have ever come across. You couldn't pay me to do business with them again. read more

The staff is rude, unfriendly and they have zero knowledge about their products. Hopefully this business just leaves Old Town. No one is ever in there and now I see why. read more

This address directs you to an apartment complex. Either the location is closed or the information is not updated. What a waste of time driving around trying to find this store. read more

Similar to the other reviews, I came in with the intent to purchase an item I had seen online. I stood by the representative desk for over 10 minutes while the employees chatted with friends and ignored my existence. I would not recommend if you are going and seeking help. read more

Yesterday I bought a dining table. I found it on the "Kind of a big deal" peg board that was in the back of the store. The piece of paper had a picture of the Canto Dining Table along with the name of the table and the price, $280. I inquired and they said it was indeed in the back and that I could pay for it at the register and they would load it in my car for me. The woman who rang me up even commented on what a great deal it was to get a $900 table for $280. I paid and drove around to the side of the store where two guys were waiting with a box. I commented "only one box?" And they said yes and so I just trusted them. They loaded it in my car for me and I left. When I got home I was surprised to find that I could take the box out of my car by myself. I decided to try and see if I could get it from the garage into the actual house and surprisingly I could do that too. It seemed pretty light for a marble table. I got it in and I opened up the box and to my horror there was no marble top only the legs. I was unable to call the store cause it was already closed (yesterday was Sunday). I called this morning as soon as they opened and Liz the store manager answered. She explained to me that they did not possess a marble table top for the Canto Dining Table and that she had alerted her management team of this. Well she should have alerted everyone who works in the store because management doesn't do the bulk of the selling. If that was the case they should have never had it listed on the peg board or they should have clearly marked it Legs ONLY. None of these things were done. Also when they rang me up my receipt even says Canto Dining Table (as opposed to Canto Dining Table legs) Also a total of 4 people assisted in this sale. Not one of these people stopped to think that 1) the box was incredibly light for a marble table and 2) why wasn't there another box? Liz said she didn't have a table top so I told her to find one. She said she couldn't. Then she offered 10% off another table. That wouldn't even cover my gas, time and inconvenience of this whole ordeal. And now they expect me to drive all the way there and bring it back? She asked if I had another table I was interested in. Even though I didn't really I inquired about the Mid Century 42" Round table. She told me they do not have this table. Then she went onto to say she does not have ANY DINING TABLES!!!!! What. The. EFF. Is that something to say to a customer after an incident like this?!?!!?!?! I work in retail as well and I would never dare give that as an answer. Her reply to me should have been " I will do anything I can to find the marble table top for you and correct this wrong. If not I will exchange your purchase for another dining table with no extra charge. I will have it delivered to your door free fo charge as well." THAT would be the correct answer. I have already wasted too much time on this and am still waiting for a satisfactory answer but rest assured this is the last time I buy anything from West Elm. read more

So impressed with this store! We've been in a few times and went back recently to look at couches. We found their staff, Liz especially, extremely knowledgeable, friendly and so helpful. It was clear that she knew their product lines well, and what would fit our needs and work best in our home. It was a great shopping experience all around, and we will definitely be back! read more

I cannot say enough about how impressed I am with West Elm, particularly this store. I'm located in NJ and came across this tapestry that I absolutely fell in love with and HAD to have. Unfortunately, it was no longer on the website and not in any of the NJ locations. In an act of desperation, I began making my rounds and calling every West Elm store that was recommended to me. By some miracle, this store was the answer to my prayers! I spoke with the sales rep Tierra, who went above and beyond for me. She took the time to find exactly what I was looking for, even though she had no picture to reference. And between Tierra and the gentleman who helped search their stock room, they called me back the moment they found it. I had a quick and efficient sales exchange over the phone and the very next day the beloved tapestry was on my doorstep. Phenomenal service, phenomenal sales reps. I could not thank this store enough for making my day and my home a little more beautiful! read more

I had a terrible customer service experience at this store with the young woman managing. I purchased an 8/10 final sale rug. it was brought out to my car and I was abruptly told I needed to load it myself as they "don't help load merchandise". I didn't think to check the rug and had no experience with loading a rug on my own. After struggling with it, I finally got it home only to discover they had given me a 6x9 rug insteadof the 8/10 I had paid for. The manager's deadpan response: "what can i say, mistakes happen" "I can only offer you my empathy" "you have to bring it back to the store and then you can have the 8/10". She made no effort to help me fix their mistake or to help me get the rug back for an exchange. She just acted indifferent, sarcastic and apathetic. I could not haul the rug back on my own because I had injured my hand loading it. It was West Elm's loss because I now WON'T be buying the 2400.00 couch I was getting ready to order from them. I would rather spend a little more money and buy from Crate and Barrel - even their outlet has outstanding customer service! read more

This is the BEST store!! Not only do they have all the top West Elm products, but the staff is wonderful. Samantha went above and beyond to help me find the right products--she was incredibly knowledgeable and had great design advice too. She was so patient and kind, and she really treated me like I was a valuable customer. I have a wonderful experience in this beautiful store every time I go! read more

I was skeptical to go into the store after reading the reviews, but went ahead any way (on hindsight, i should not have). On day 1, the guy who spoke to us was very rude and arrogant, but we loved the furniture. So, we went back the following day to order a sofa. The manager was very sweet and helped us order a custom order sofa and an in-stock ready-to-ship chair and told us that Sofa would be delivered by January and the chair would be delivered before Thanksgiving. Everything seemed great until that point. Now, it is after Thanksgiving and still no chair. I call the customer service and connect to the Delivery department who say that they have not received the item(s) and connect me to West Elm cust. service who say the chair is at the delivery center but they can't deliver until the sofa has arrived and apologized on behalf of the store for giving us misinformation. Then i call the store, the staff is exceptionally rude and said we are the store, we can't do anything about your delivery, call the customer service and refused to take any responsibility for misleading us. We ordered the chair in the fabric available because we wanted it immediately, had we been informed at the time of the purchase that the orders cannot be split until the bill is $3000 or more and we will have to wait until January for both items, we would have chosen to order the chair in custom fabric!!!! I was being passed from one department to other like a tennis ball. Very unprofessional. I suggest, give this store a skip and go elsewhere if you want good, responsive and reliable customer service! read more