One star seems to generous! I hope retailers are not surprised when their stores close because sales are down. It may be due to sales associates/managers acting like it is more of a chore to assist customers when they come in to purchase something rather than actually assisting them in a pleasant way? Something to think about. To the ill mannered and unhelpful staff at the Birmingham store perhaps a career change should be in your future? It doesn't matter how much the sale is, every sale is important! If West Elm wants to be a "design" center then that is what they should be but then don't sell items that are available to purchase and the customer has to hunt the store to have someone ring them up. I was told that everyone was with a customer in the back "design" area and that is why I had to wait at the front? There were 3 sales associates and 1 customer in the back "design" area at the time. No one was at the front desk. Waiting is not my concern, I can be patient, it was the attitude of the manager when she did come to the desk. It was her attitude about a purchase I wanted to make but was unsure about the color. Because the items I chose were final sale my options were to buy them whether they worked or not, or not purchase them at all. OK so those are the rules, final sale is final sale, again, I understand. BUT....the dismissive attitude? When "MOST" retail establishments are struggling to make a sale wouldn't you think that if someone was unsure if the color would work in their home they would want to help in any way they could? I live a mile from the store. A helpful option would have been take it home to see if it worked and bring it back today? What is the problem with that besides it goes in and out of inventory the same day? Returns happen all the time. This would have taken less than an hour! I left without the merchandise and out of principle will never return to the store. Again, I know there are rules put in place for a reason but to make a customer eat a $250 purchase that the color may not have worked out for them because it ended in .98! Really? The customers working with the "design" team are probably given more options because their dollar amounts are larger. I am sure there is another retailer that sells a similar item that actually understands what customer service means. West Elm corporate....do you read these reviews? There are several complaints about unhelpful sales associated? This looks like this may be a learning opportunity? read more

I have tried several times over the past year to buy a sofa, chairs and rugs at West Elm in Birmingham. The staff not helpful and does not know anything about their products, dimensions or delivery timing. Even when the store is empty it's like pulling teeth to get someone to help and then most of the time they just pull up their website. No thanks. I can brows the site on my own. read more

I would give zero stars if I could. I'm shopping for a dining table so went to West Elm store. After talking to the sales associate decided to purchase a table that wasn't available in the store so had to be ordered. However, when the associate wrote up the order she changed me for the table plus two matching benches that I didn't want. I paid over $3,000 including shipping and tax. When I got home I checked the website and the table alone is only $1,399. I called the associate immediately and was assured the order would be canceled and my money refunded. Also received a call from customer service with same assurances. But when they refunded me the refund was $327.54 short. They did not refund the shipping charge even though the order was the sales associate's mistake. It's been 3 days and I'm still trying to get my $327.54 refunded. Are you kidding me West Elm? Through all of this both the sales associate and customer service told me they would be happy to help me with ordering just the table. I guess they think I'm just going to eat $327.54 and still continue to do business with them. Update: finally received refund of the remaining $327.54 on August 30. read more

Very excited that MI finally has a West Elm. Beautiful store, quality furniture and (fairly) affordable prices that fit our style. On top of that, the service is excellent as well. While my first visit or two to the store lacked charm, this week I was thrilled by the above and beyond service that Charles provided to me. No need to go into specifics, but sometimes a simple, kind gesture go a long way. I'll be back many times - thanks! read more

DO NOT REGISTER HERE! The return/exchange policies are extremely frustrating, time consuming and inconvenient.

Absolutely zero customer service here! Walked in with intentions on ordering a bedroom and circled the store for a about 15 minutes with not a single employee even saying hello! I wouldn't walk into this store again! I thought I would give my money to our local store front rather than ordering online but I wouldn't even waste my time ever walking in again! read more

I'm extremely disappointed with West Elm! My husband and I were so excited to purchase a sectional from this store. We ordered the couch in August with the estimated delivery date September 20-October 4. We never got any confirmation regarding our order ONLY that it should "come on the earlier side" of the delivery estimate. After not hearing anything for a month, we decided to call and received little to no help. No one could tell us anything because the couch hadn't even been delivered to the warehouse yet. Now that we are passed our delivery date, we called yet again and got zero answers. It was only when we talked to several employees at corporate that we found out our sectional won't even be making it to the warehouse until late October and then they can deliver it. Nearly a month and a half longer than what they said it would be and who knows if that estimate is accurate! My husband and I will be demanding some kind of compensation for the horrible communication, delay, and HASSLE. Will keep you posted on that! So sad because I've always been a huge fan of theirs! read more

While they have nice items, the customer service is horrible!! The manager is incredibly rude and dismissive. I was trying to process a return with a (clearly new) employee and she called for help 5 times and no one responded, finally the manager came out after 30 minutes and was rude to both myself and the employee. I was not able to process my return (outside of the 30 day return policy and she wouldn't give me store credit even though I apologized that I missed it, knowing it was my fault, and asked if I could just receive store credit to which she rolled her eyes). Not helpful at all and very rude!! read more

I found the staff very helpful & knowledgable about their merchandise. Michael, at their Birmingham location, went above & beyond to be of service. I ultimately choose to buy elsewhere. I needed the furniture for a rental property I own & couldn't wait 8-10 weeks for it to arrive. read more

Extremely upset with West Elm. Ordered a sectional that had an extended shipping window because the color we chose I guess was a custom choice. My estimated DELIVERY date was JULY 29- AUG 12. Not sure why such a big gap but whatever. I've been calling everyday about the status of this order because it still just says "ordered" on my end and absolutely no one was of any help. I honestly don't know why it was so freaking difficult for just one person to contact the warehouse and find out what's going on with my sectional. I'm pretty close to just canceling my credit card since they haven't charged it yet and finding a sofa elsewhere because eff this. I can't stand bad and lazy customer service. read more

Terrible customer service here. I walked around for 15 mins. The employees looked at me, no one said hello, or asked if I needed a hand. I won't be returning. read more

Poor customer service, the manager was not willing to help try to solve a problem that one of her employees caused. Had to push her to find an alternate solution. She didn't even try. Very disappointing won't be purchasing anything from here going forward Just dug her heels in and said no. read more

Pretty cool looking store. We found some couches online We wanted to check out in person. When walking into the store, not one person acknowledged we were there the entire 40 mins. I prefer people not to follow and stalk me in a furniture store, but a simple "hello, let me know if you need assistance" would have been nice. Seems this is an ongoing problem based on reviews, also seems like they don't give a shit. read more

I was SO excited to see that a West Elm was moving into Birmingham, as I'm always buying off of their site. The store inside is impressive. Everything is put together very nicely- just as I imagined it. The big complaint I have is the staff not being properly trained. I know the store just opened, but none of the staff members seem to know what's going on. I went into the store to buy some curtains but realized I forgot the dimensions. They told me I could go home and order them. I called back 30 minutes later, was put on hold, then the guy said he would call me back. He ended up calling me back 3 TIMES just to place an online order. It took about 30 minutes when I could have done it myself in 1 minute. Anyway, he told me it would take 7 days to ship to store. I called a week later while I was in the Birmingham area, and was placed on hold for so long that I ended up walking into the store while they still had me on hold! 2 people even came on the line to ask why I was holding. Then I was told it actually takes 3-4 weeks for my curtains to come in by 2 different employees! No one on staff knew anything about my order, but one very nice young guy spent about 30 minutes looking for my curtains in the stock room. He never actually found my order, but just happened to open a box with the same exact curtains so I lucked out. Also, while my husband was waiting, he found a throw blanket that he loved hanging on the wall, so he asked the price. After about 10 minutes, the associate came back and said it wasn't for sale and it was just a floor model.??? He said that some of the products are brand new and not even for sale yet. My question is, why have products on the floor that aren't for sale?! Very strange. I will say that the staff is very friendly and works very hard. It just seems they are not trained properly. Overall, I think this store has great potential once it works out the kinks. read more

Very much in agreement with other reviewer, really poor customer service here, with the exception of the store manager. He is helpful and seems to work hard. Others stand around talking among themselves. No one knows much about products, sizes, etc. I came back to return an item, the sales woman behind the desk was eating, turned while chewing and said "you have a return?". She took my item, never said I'm sorry it didn't work out, nothing! Rang it up and handed me my receipt. Very unprofessional! read more

We ordered a sofa in March and was told 6-8 weeks for delivery due to it being a special order. Called mid June and received minimal assistance. Called end of June and received less assistance. Visited store for complaint July 1 and was told it was shipped, should be delivered in 2 weeks. July 16, went online to check and they have posted delivery date of August 2 estimated. Already 16 weeks and no confidence in the proposed delivery date. I would advise anyone looking to purchase anything from West Elm to look elsewhere, unless you can carry it out of the store. read more

West elm in Birmingham is by far the worst furniture store based on customer service alone!!! Rude, unhelpful staff....and flat out lies about delivery date. We have to sleep on a mattress because they will not deliver our bed on time. Don't spend your money here... Or online Bc their phone customer service is useless as well read more

Drove over an hour to buy some things for our house, and even verified the hours of operation before coming. Found people locked outside the store, with employees standing inside talking. I guess the store can lock its doors when it wants, hours why found that! read more

I don't know why people hate this store so much. BEAUTIFUL DECOR!! Breath taking and the prices are ridiculous. Definitely not Home Goods but also not Restoration Hardware. Will return again. Love this place read more

I've got to say I was so excited to hear West Elm opened a store in Birmimgham. I finally got my chance to check out their new store but my experience wasn't what I expected. The store itself is beautiful, neat and very nicely displayed. I walked around and browsed the store for at least 15 minutes and not once did someone greet me, ask me for help or acknowledge I was there. I could maybe understand if it was a busy weekend but I was in there a Tuesday morning and hardly anyone was in there. I eventually just left without purchasing anything. Considering the other reviews, I'm hoping this was just a one time thing and I just caught them on an "off" day. I guess time will tell.... read more

I've been to this location before and received horrible customer service, however, I experienced the exact opposite today! Michael was SO great, he helped me with some online ordering and then saw me trying to match some pillows to a blanket and came right over to help and to give an opinion. I will definitely be back, Kevin at the register was very nice as well. Love this store, quality items and great style!! read more

Went in to buy an armchair, rug, lamp, and coffee table after looking at it online. Customer service is horrible. My husband and I were ignored by salespeople walking by. Went up to a salesperson to inquire about a chair. She responded with, "we have it, but it's in the basement." I said, "I'm curious about how big it is." She just looked at me. I said, "I'm not buying a chair that I can't sit in or see." She just said, "I don't know." and went on ignoring me. HORRIBLE HORRIBLE customer service. Left the store. Will buy these items somewhere else. read more

Horrible customer service!!! I ordered a rug from the store if I had never called to check the status not sure if I'd ever receive my purchased product. Unfortunately the rug did not work out that is when the real problems started. After one month of waiting for my refund I called customer service. Seems West Elm did nothing to release my funds back to me. In fact after being on hold I was told "they" had a hold on my refund., with no explanation on why. The service rep said she would work on it's release and "someone" would get back with me. Wait! What? My refund is on hold no reason given and they would try to get it released. Seriously is this how West Elm conducts business and treats customers. After 2 hours on the phone I was transferred to a lead named Micheal who offered no reason and no timeframe for me to receive my refund. Wow!!! I promise you this I will NEVER EVER purchase anything from West Elm! read more

West elm is such a pretty store with great furniture and decor. Unfortunately this location no matter how many times I've been in it has such a snotty vibe. They act like they don't care about their customers at all.. with their attitudes, body language, tone of voice when they answer a question, etc. They would never go out of their way to make you happy. They aren't friendly.. they never say hello. But if you go across the street to Anthropologie you'll meet some of the nicest and happiest people that love to make your shopping experience fun. read more

Skip this store and order online. Employees are unwelcoming at best and rude at worst.

Customer service is an ABSOLUTE disaster at this store. Love the furniture, rugs and accessories...but you'd be better to order online. The staff here is RUDE, at best. read more

This store shows hours being open till 8pm and I drove a hour to shop here arrived at 7 pm a woman walked locked the dose as I was walking in and never looked back! I then called the store no answer... this is a retail chain and I would think it should be open the hours that are posted and showing on the internet when the location is searched!! I knocked on the window and a cashier came over , I told the woman I drove a hour to get here and asked why they were closed when sign says 8pm.... she just acted like she didn't know what I was talking about. Really?????!! read more

Just to follow up my existing review: today a parcel arrives but it is not obvious from whom based on the mailing label. Something I clearly didn't order since my address has been totally bastardized and I am mystified how it even made it to my house. I open the box, and it's a cushion cover from West Elm. Does not match the fabric, nor the style of the couch with which I am having an issue. Six months later, this is the best they can do. Fail. read more

We had purchased from West Elm over 10 years ago when we lived in Miami and although the furniture was press board and not hard wood, the style was good and the furniture lasted. We moved to Michigan a month ago and did not take our furniture with us, and decided we liked the Mid Century look and what West Elm had to offer. We started with our son's bedroom and spent about $5000. I must say that the salesperson was very helpful in helping us order the items online and getting the holiday discount. She told us that it would be about two weeks until delivery and although this seemed excessive, we understood. This is where the problem comes in, we received an email that our order was ready for delivery and assumed that it meant now. That night we looked into it further and we were to pick a date approximately 3 weeks from now. I am really, really upset with them and am considering canceling the order even though it means starting over. read more

I love West Elm. Order lots of stuff online. Decided to go and visit the Bham store. First time the person who assisted me with rug samples was totally unhelpful but I thought she must be having a bad day. When I recently went to return the rug samples the service was horrible. There were no people on the sales floor to assist with questions. No one at the register because they were busy answering questions from the floor or getting items from the stock room. I will stick to online ordering. read more

We ordered a marble table from West Elm and it was absolutely beautiful. The customer service at the store was outstanding. They helped up order the item and arranged to be shipment to our home. I would give this place a 5 stars rating however we had issues with receiving our delivery on time and it was very frustrating trying to deal with their shipment department through the 1-800 number. The wait time on the phone was over 30 minutes every time we called and the customer associates were not very helpful. I would highly recommend their furniture but keep in mind you might have to deal with their call center and you won't like the experience. read more

I have never written a Yelp review before. I've never felt passionate enough about it until now. So here it goes...The customer service at West Elm is lousy. I have been working to get one item shipped IN FULL (not in the pieces that I have it in) for the last 3 months. I don't understand how the delivery of a chair can be so complex and convoluted. Every time I call customer service I am shuffled around between the customer service agents, the warehouse and their "complaint" department. And NO ONE actually listens to to my problem. Forget trying to fix it. I am always left with the same two words..."LOST HARDWARE". Funny, they didn't lose my credit card number when they charged me for the chair and delivery of this item. It's unfortunate because the quality of the products are good. I will never order from West Elm again. They have messed up the delivery of a number of items that I have ordered within the last 8 months. But this has definitely taken the cake. Never again. read more