I have restoration hardware taste, but on a west elm budget, so off to the west elm outlet I go. As with any furniture outlet store, you accept that there may be knicks and scratches here and there-- something I probably wouldn't accept on a dining table but would be okay with on say, a dresser. The showroom is massive (for Brooklyn standards) and they get new shipments several times a week. They even post what they have on IG, so if you're diligent enough and don't have a strict timeline, you can get a great deal on something. I got a wonderful swivel lounging chair for $400 when it retails for $800, and a dresser also for about 50% off the retail price. Folks there have been really helpful with helping me find what I'm looking for and even helping me maneuver it into an uber. I don't really understand the 2 star reviews-- they're mostly directed at west elm as a company and not at this specific outlet location. I also think people are treating this as a luxury furniture store when it is mid-tier at best, and again, this is an outlet store. I'm not expecting white glove service here. Check their social media pages for their latest shipments, and wait for their holiday sales for the best deals. read more

This outlet moved two blocks over from 35th to 37th street, but still within Industry City. I've actually come to really like the store! The salespeople have been so friendly and the sales are really great. I was digging in a bin today and got three sofa pillow covers for $4.95 each! Score! They sell ice West Elm bedding but sometimes you. have to look around. I once got the softest white blanket but it was decorating one of the beds. The saleslady just took it off and rung me up. I never purchased big furniture here but I know someone who bought a gorgeous leather sectional here and it looks wonderful. read more

See all

There was a gardening tool bag with tools with a wrong price tag. Actually there were about a dozen and they were all mis-marked. The person working would not honor the price marked on the item even though it was their mistake, and there were many more on the floor. Very disappointing! read more

Garrett and team gave us an enjoyable and easy couch buying experience. Solid selection and painless process with checkout and delivery recommendation. Thank you! read more

Not the best customer service, but I got great deal and the store is clean. Will recommend! read more

See all

The store itself is really nice, so I'm giving 3 stars, but the customer service was pretty bad. My dining chairs arrived damaged, and when I tried to return them, the staff weren't helpful at all. I don't usually leave negative reviews, but this was frustrating. I do love West Elm, just disappointed with this location. read more

Dear West Elm. Maybe read your reviews and try harder when it comes to improving your customer service. I bought a desk from West Elm 3 months ago and they lost a part to it, so shipping was delayed (which is fine, it happens). Then when I scheduled to deliver, they brought the wrong item (a love seat). So I had to wait for customer service to reach out to me to get an idea of when it can be shipped again. They never reached out. I called three days later and they responded that I need to wait an extra three days to see what happened. I called and they told me the missing piece is still missing and to wait longer. I waited another two weeks. Called and they told me they just got the missing piece and that I should get an email to schedule a redelivery. No one reached out after a week to schedule a delivery. I call back and they said they actually never found the missing piece and weren't sure why the CS agent told me that. So then they put in a claim to find it within 72 hours and if they can't, they'd reach out. They NEVER reached out. So I can either cancel this order now or cancel and start all over in hopes they don't have missing pieces again. This is bonkers. Not sure what to do other than add another bad review on here. read more

Dropped by this place while shopping at Costco. Nice and roomy displays of furniture. It's an hit or miss type of outlet. Sofa were either kinda rough, dirty, or damaged and still a bit overpriced. There were some mark downs and clearances for home goods. Bought some $5 covers for display cushions from the clearance bin. read more

Horrible! Do not order a couch or anything else from West Elm. To make a loooong story short, they delivered the couch which was missing a major piece to put it together. The couch sat in pieces in our living room for almost 3 months while we got the runaround. We were assured they would "make it up to us" once the couch was put together properly. Once it was, we were offered not even 10% off for our inconvenience and time (which included 2 unnecessary days of taking off work). Needless to say we returned the couch, which I have to imagine would be a loss for them, it was a very expensive couch. We weren't expecting much but under 10% was an insult and definitely did not "make up" for the lost wages and effort it took getting this couch together. read more

Horrible company with crappy furniture Bought a sofa, two legs were coming out of the body within a year Bought new legs at our own expense No joy because the construction is so terrible the legs wont screw in An unbelievable rip off read more

WORST COMPANY EXPERIENCE I have ever had with a return. They sent a 6x9 rug pad instead of an 8x10. Out of respect for shipping and our environment, I suggested I keep the 6x9, use it somewhere else and buy the 8x10 again. They refused to sell the rug at the 6x9 price. They preferred to hassle me to take it to UPS to use many resources to send it back so they could replace the 8x10. Any other company would have price adjusted the pad. Otherwise, I was offered an option of a higher price - basically, eating the cost of their mistake. I am furnishing a new 2000 sf home. I will not purchase anything from West Elm again. read more

I placed an order with the assumption that everything would ship as listed on your side (and confirmed in my order) I ordered a rug, rug pad, pillows and pillow inserts. I got the pillow. I never received any emails notifying me of changes to that. However, when I didn't get any contact to schedule shipments, and only my pillow inserts arrived, I followed up and saw the pillows were just backordered and the rug delivery was a few weeks out. I called and the representative told me that though the shipping for the rug said the 29th, it would likely come the following week (which was this week). She also said I'd have no problem canceling if it didn't ship this week. They also told me the pillows were back-ordered, and that they could see I didn't get any emails notifying me of any of the changes. The following Wednesday when I didn't get any further notice, I called to cancel. The person who helped me was nice, but it was an arduous process. And I was told I'd likely get a call confirming the cancellation. I never received an email or any other confirmation about the cancellation. And no call. I called again on the following Friday evening and got a rep who was very nice, and told me the rug had been received at the delivery company and that it was planned to ship the next day but that she talked to the West Elm shipping department and cancelled the shipment that was planned for Saturday. Well the rug was delivered Saturday morning. To add insult to injury they left it across my door so I could not get out of my house. I called West Elm AGAIN. After a half hour + on the phone, I was told that they called the delivery firm to come back and get it. And that I'd get a call. Well, no call but I got an email scheduling "delivery" for the following Friday (which was the return pickup). Yep, cancelled my Saturday plans to be there for the pick up that was never going to actually happen. Oh, by the way, the rep had offered me a gift card for my troubles which I'd receive by email- never got that either. So, called AGAIN and asked for a supervisor. That took 20+ minutes, and I got a supervisor who seemed unhappy to be bother and certainly not apologetic for the hassle. And could do nothing for me. Except tell me that they could not even credit back my costs until they got the rug back. So I'm out $900 until they fix their mistake. So, lesson learned, never going to order from West Elm, or any of their related companies (Pottery Barn, Williams Sonoma) again. Oh, and the rugs was picked up yesterday but still not notice about me getting my credit. read more

Review is mostly re:staff at the outlet location - they have bad attitudes. The staff need training in customer service. Merchandise is hit or miss which is understandable for an outlet. The discount is worth it if you can find pieces with minimal damage. read more

APPALLING! We ordered an open box sectional item, and a matching corner couch to go with it. The delivery date was set, one month in the future. Frequent reminders were sent. I took a day off work to receive the delivery. Then, less than 24 hours before delivery, the warehouse called to cancel. Apparently the item was not available. They then kept me on hold for 11 minutes to talk to customer service. Customer service - Arlene was the rep - was not apologetic. Did not offer any compensation and kept acting like issuing a refund was a favor. She then disconnected me. And didn't call back. AVOID LIKE THE PLAGUE. read more

I am waiting since May for a refund on a defective couch. They came and took the item back and I am fighting since then for my money. I have had countless calls and sent numerous emails. They have flat out lied (I have all the emails) where the service rep said the "check was released" or it is in the mail. They actually said the check was with USPS and I should expect it in 10 days (this was said twice by two different reps in emails). Today (20 days later from the last promise) I was told that the check was never actually released. They said they had to pay me by check since the West Elm credit card I bought it on was turned over to a new bank servicer and therefore they couldn't issue a credit card refund. It is sheer insanity. They are crooks holding onto my money for months now. read more

This is the worst customer service I have ever experienced. I placed an order summing USD 1000 on the 30th of January and got an order confirmation with the estimated dates of delivery (everything should have arrived within a month). Then it became a game of postponing the delivery day, as every second week I kept on receiving emails, with a new estimated delivery. In the beginning of April I went to the shop and was said, that I can cancel my order, but better wait and receive the compensation afterwards. I received my shelf on the 6th of April and Pillows&Duvet on the 20th of April. I called the customer service and was told, that can be compensated USD28,5 (shipping cost) and they are not responsible for the delays. This is a business of misinformation and absolute disrespect to the customers. read more

Lots of tourists visit this area, daily, year round, near Brooklyn Bridge, etc. It was earlier in the day, not crowded yet. I wasn't demanding, I'd expressed appreciation, I made a cheery comment. A saleswoman had a snarky attitude on all matters of a simple purchase. Two other customers standing nearby also interacted with her, but no snark to them. I was the only one non white and so was the salesperson. read more

So here's the thing- you need to go in the middle of the week- most of their shipments come between Tuesday and Thursday. It's hit or miss, but when you hit it right it's a gold mine! read more

This is not for the Brooklyn store, but for westelm.com. We ordered a leather sectional from westelm.com 8 MONTHS AGO. It was supposed to come in after 9 weeks but there was delay upon delay upon delay in manufacturing. I was told I'd be notified as soon as it was in. I was not notified and only found out by chance it had been in for over a month, after 7 months of waiting. We scheduled delivery but they showed up with 1/2 the sectional in the wrong color. Both halves were sent back to the warehouse. No one contacted me so I got in touch with a guy who said he was a supervisor (turns out he wasn't). After 9 weeks, calling repeatedly (having to start from the beginning each time, since the guy's extension doesn't work and he has not once replied to an email) and spending at least an hour on the phone each time, I finally learn that the warehouse apparently mislabeled the correct half and sent it to an outlet store to be sold 2 months ago. Now it's been weeks of being unable to get in touch with this guy to get a refund for the $5000+ sofa. Customer Service won't connect me to any other supervisor or "senior lead" since this guy is "handling things." Or they try to connect me but no one will pick up. I'm currently still on hold after 50 minutes and no sign of hope. DO NOT ORDER furniture from West Elm unless they have it in stock. I understand manufacturing delays, but there is no accountability and no communication. Navigating their mistakes is a nightmare, and they hold onto your money. read more

TERRIBLE customer service. For such high prices and a large company there is ZERO COMMUNICATION between the outlet and main branch. Even though I repeatedly called both and the delivery company there was very little that was resolved. When the delivery went wrong, the woman I spoke to at the outlet (where I paid for the delivery!) actually recommended I hire a task rabbit. The delivery guys CHIPPED the legs of the couch when moving it, REFUSED TO REMOVE THEM to help it fit and not get damaged, and then I had to move it myself with my boyfriend and a task rabbit. Obviously we are not professionals and the movers had taken all the protective materials with them, the couch ended up fitting up our stairs but was bumped around and ended up with scratches on both arms, the backrest and the back of the couch. All of this could've been avoided had the delivery not been rushed and disorganized. NEVER coming back and spreading the word to keep anyone else from experiencing this. read more