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    west elm

    2.7 (85 reviews)
    Open 10:00 am - 9:00 pm

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    West elm furniture delivery guy with major  anger issues
    Dana T.

    Not happy when this @westelm delivery guy with anger issues let a 7' furniture box fall like a domino and smash to the concrete. I wasn't there when the first box was unloaded (and was quite broken in multiple places inside). But I'm not surprised the furniture inside was smashed. That and the cursing and anger, very abusive. And now our four month wait it has now turned into a six-month wait for our furniture because this person can't control their anger. I don't even know what he was angry about. He was already that way when I arrived home. Some moments he was downright scary.

    Photo of my West Elm Coffee Table.
    Adam D.

    DO NOT ORDER ANYTHING FROM WEST ELM. I ordered a Jensen coffee table from West Elm in Nov. of 2021. The estimated arrival date was April 2022, a few months off, but, hey, pandemic, right? April came & went with no update, but eventually I got a call telling me the order was going to be late--after doing some online research, I came to understand that one should add several months to whatever delivery date West Elm provides. In late May, my credit card was charged for the item that had never arrived. WE justified this from an accounting perspective by providing me a bogus email indicating that my item was at a warehouse and provided me with an updated delivery date range. WE of course blew through that deadline and provided another meaningless date range for delivery, all the while keeping my $600. At this point I acknowledged what WE was unwilling to do: that there was no coffee table waiting for me and there never would be one. Accordingly, I called WE to have my $600 refunded. Of course, they could not do this without an hour of arguing over the obvious: WE had taken my money, was benefiting by employing it in its working capital, but had not provided me with any product or service in exchange. Moreover, WE could not point to any date whatsoever that I might expect to receive that which I had fully paid for over two months ago. This pattern, I would note, is not atypical of a business organization that is on the brink of bankruptcy. With respect to a potential delivery date, the discussion descended into the absurd. The WE rep. explained that my current delivery date range was valid; I pointed out that multiple delivery dates in the past had not been honored. She then explained that my coffee table had actually arrived at the warehouse during the last shipping range, but West Elm had delivered it to someone who was not me. I was like, WTF?--that you gave my table to someone else is of no use to me! I do wonder if many angry customers respond positively to this idiocy--"I might be out $600, but someone, somewhere has a nice coffee table I paid for.") (It also conjures up memories of the "Seinfeld" rental car reservation episode). She then declared--seriously--that my item was backordered (um, I may not have an Ivy League degree, but I had figured that part out some six months ago). I asked, if it was backordered, how could it be at the warehouse? She said that the email that I had received indicating that MY coffee table was at the warehouse merely meant that SOME coffee tables of the model I had ordered had arrived at the warehouse, but that didn't mean I would get one of them (again, notwithstanding that I had fully paid for it). (I was also, incidentally, told that whether any coffee tables had arrived at the warehouse would not be known for 2 - 3 weeks--a shipment of some sort--it could be elephants, brick of cocaine, sex toys--had arrived at the warehouse, but for WE to determine what exactly the shipment contained would take weeks: again, why the F did you charge my credit card, WE, if you are so very uncertain about the very existence of the thing you are charging me for? ). After more of this Ionesco-inspired back-and-forth, she agreed that West Elm could release my money that it was holding hostage. But they couldn't reimburse the shipping or taxes--FOR AN ITEM THEY NEVER SHIPPED! I informed her I thought retaining taxes in this situation was illegal and she "clarified" that they were only refusing to refund the shipping costs. I told her in no uncertain terms that WE would fully refund my money & was placed on hold while "the supervisor" character in this drama was called in to consider. She kept me on hold for 10 mins to extend the believability that WE had to engage in intense deliberations over whether or not to refund the $150-odd in shipping costs for a product it had not delivered (and clearly never would). In the end, I got all of my money back. To be fair, the customer service rep. was not unpleasant, and I do sort of feel bad that she had to parrot all of this stupidity her employer insisted upon. After my call concluded, a review of the WE website revealed that my coffee table had been discontinued--I suspect this actually happened several months ago. I do hope that half of what the rep. told me about Williams Sonoma/West Elm's accounting practices is untrue because they would, it seem, have to be illegal. I can't imagine you can book revenue for for sales of 1,000 coffee tables when only 500 of those tables exist, yet this is exactly what the rep. suggested West Elm does. The upshot of this unpleasant experience is that, having nowhere to put it, I've given up drinking coffee!

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    Page 1 of 3

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    Review Highlights - west elm

    I tend to panic in furniture stores but Aerin was incredibly helpful and guided me through the whole process.

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    Pottery Barn - Sleep Sofa Torn

    Pottery Barn

    (34 reviews)

    $$$

    Please do not purchase furniture! After 6 mo leather furniture faded from black to brown.( not in…read moresunlight ) When I contacted Pottery barn NO ONE called me back or emailed me. I tried to contact sales person however the Burlington store had closed so sales person obviously could not help! I tried 3 times to call Pottery barn customer service stating that they would get back to me ! NEVER returned my call!! Wish i could leave pictures .. $5000 gone

    I ordered an outdoor dining table from Pottery Barn the Burlington location in April of 2022 with…read morean original delivery estimate of mid to late June. My credit card was charged thousands of dollars for this item in May of 2022. As of today, September 9 2022, the correct item has still not been received after incorrect item delivery, multiple occurrences of monthlong delays, and ZERO proactive communication . At this point, I consider this fraudulent activity by the company and have no indication that I will ever receive the item that I paid for. I have received both misinformation and extremely poor customer service when trying to work directly with the company. Throughout this period, I've talked to multiple members of customer support, including supervisors, who have not given me accurate information, have not followed up on their commitment to locate the item, and continue to insist on waiting more and more time. Avoid Pottery Barn and its affiliated companies at all costs. They have hoodwinked my family out of our hard-earned dollars and are exhibiting behavior that is nothing short of criminal.

    Bostonwood - Bedford - Bostonwood of Bedford -- Great Wall Plaza : 331 Great Road / Route 4 & Route 225, Bedford                     Storefront

    Bostonwood - Bedford

    (12 reviews)

    $$$

    I bought a desk and an unfinished bookcase from Bostonwood Furniture and am extremely satisfied…read more This was my first time purchasing nicer furniture (I was on a grad school budget until recently!) and the experience was great. I currently live in New York City, but I knew I wanted to go with a New England based business since Maine is home for me. I know there are a lot of New England based furniture shops to choose from, but Bostonwood seemed to offer the best value. The sales and delivery staff were all helpful, professional, and friendly. They even finished and delivered my order a little sooner than quoted. The desk is particularly beautiful and feels sturdy and well-built. The unfinished bookcase is just what I was expecting, and is a huge step up from the discount ones I used to buy back in grad school. I'll certainly return to Bostonwood in the future to replace the rest of my silly grad-school-budget particle board furniture!!

    Great custom work!!! We have worked with Bostonwood before…read moremaking a peice of furniture for us and were really pleased, so when we decided to add some 'built-ins' to a new addition that we just finished, it was an automatic option that we wanted to check out. Originally I was planning to build everything myself, but after completing a few of the cabinets, I realized that I really didn't have professional finishing capabilities (specifically painting) that we wanted and that it was going to take me way longer than I originally planned, so we took our design to Bostonwood to get a quote. We worked with Mike in the Bedford store. On our first visit, we discussed the project, which involved 2 components (a library wall and wall-to-wall desk) and included some of the custom elements that I wanted to make sure were included in the build. After discussing everything in detail he came back with a quote that was extremely competitive!!!. At the beginning of the process, they delivered a set of CAD drawings and renderings that showed the proposed finished cabinets. They provided us several different color rendering, which helped us visualize even better the finish prooject so we could make the final finish decision. I also asked them to provide a second set of drawings with CAD measurements and details so I could verify the measurements and construction (which they gladly did). We made a few alterations based on the these. The build took a few weeks, during which Mike reached out and kept us informed of the progress. He also took a couple of last minute changes that I realized would be required (fortunately I realized these before they had cut anything) When the product was delivered, the team was extremely polite and brought the peices directly into the new addition space, helping me get them into place. As they were bringing them in, I noticed a small change that required them to take the peices back to the shop, which they were more than happy to do. In the end, when they were re-delivered, we were SO pleased and with them installed are very happy with the finish look they give to this area in our home. They are already in full use and being enjoyed. I would highly recommend them and fully expect to visit their store for our next project.

    Mitchell Gold + Bob Williams

    Mitchell Gold + Bob Williams

    (5 reviews)

    $$

    I don't say this lightly - I've had one of the absolute worst customer experiences of my life…read moredealing with MG+BW. Back at the end of summer last year (~August 2020) I placed an order with an associate at the Burlington location using a gift card that wouldn't go through online. She assured me that the order for a console table and several decorative boxes would go through simply and I would be contacted for shipping and delivery options. Months went by. MONTHS. During which time I called and emailed multiple times and showed up to the store on several different occasions. During a global pandemic, I might add. I was finally able to get the original associate to find the order (which she had forgotten to place several times and only put through after my fourth call) and see that the console table I had wanted wasn't actually available anymore (when I would have found out this information without going into the store one can only guess at). She found a 'replacement' and said that we would be all set... Fast forward to December 28th. Still nothing; neither package, nor call, nor email letting me know where my order was even after more phone calls to the store. At this point the manager of the store was sick of hearing my voice at the end of the call, which was fun for me as a customer. On December 28th I reached out to corporate customer service to explain how poor of an experience I had and see if I could get any help. I could go into far more detail here but anyone reading this gets the point - it's April 8th now and I STILL do not have my console table. The customer service person was able to get me the decorative boxes fairly quickly... and then that was followed by even more errors, miscommunications and a clear disregard for my 'small' order (of over $1,000, I might add). Word to the wise here; their prices are not worth the hassle nor the outcome. Once I get my furniture delivered (if ever) I will never be dealing with Mitchell Gold + Bob Williams again.

    This review is not for particular burlington location. Just overall from big fan MG to HATE MG. I…read morepurchased couch set through Burlington location, i bought the protection plan for 5 years. i had MG Furnitures before. the quality went to hell compare to my old MG products. I put in order on August 2021, it delay few times due to pandemic and delivered on March 2022. couch only in my house for few weeks, my kids sit on it, i barely go to living room. the fabric pills a lot and looks like i have the couch over ten years. I called them to come and fix, they came and fix little and tell me it's normal to pill, just need to keep shaving it. NO WAY, i have old MG Furnitures, they do not pills. and I have RH products too, they are same performance upholstery materials, but not pill as much as MG new one i got. there was start with little stain on couch, don't know how, i try clean it with water my self and went to bigger stain spot, then i called for customer service on August 2022. they said it's over a year out warranty, i told them i ordered from August 2021, delivery on March 2022, they should start counting on march 2022 not august, they passed issue to Funiture Protection Company to deal with it because i bought the insurance plan. Then Funiture Protection Company said it's over 30 days of stain, they won't fix. When i bought the plan, Sales person only told me within five years, any stain, damage they will fix without questions. I have two kids, that's why i bought the insurance over a thousand for nothing and created frustration with communication back and forth for few months. They blamed on my not reading through details when signing the insurance plan. This is not the quality and service i expect to receive from over thousands big purchase from MG.

    west elm - homedecor - Updated May 2026

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