Furniture is nice. Customer service couldn't be worse. Don't sign up for the credit card it's a scam

Jim was outstanding in store today. I had an issue with a final select of lights and he didn't even bat an eye, just helped me figure out the issue. I've been shopping here for years and I was impressed today. Thank you! read more

Major delays in having item ready for shipping. Took 4 months. we would not have purchased if we had known. we were deceived into opening a West Elm Citi Credit card. Told 10% off of purchase which was a LIE. Told payment not due till delivery which was a LIE. started paying on couch we had not received including interest. They claim their furniture is made in US but they lost in court twice for this claim. So, STAY AWAY FROM WEST ELM ! read more

I found an Auburn Leather recliner in the Salem, NH WestElm store that I liked. It was comfortable to sit in and reclined easily. I brought my husband in the store to try it out and he agreed it was the one. We ordered it and waited months to get it. It finally arrived last week. I paid for delivery, assembly and an Allstate protect plan. Needless to say we are very disappointed in this recliner. The only thing you can do in is recline. The back does not come all the way up. So, you can't sit straight up in it. It hurts your neck if you try to. It is ergonomically flawed. There are staples sticking out in the back where it covers the mechanism under the seat cushion. I went back to the store and they gave me the customer service number to call. The customer service member told me he needed to get approval from his supervisor as it was a custom order. They never contacted me. So, I called back a few days later. They had no record of me calling the first time. She put me on hold while she talked to her supervisor. She came back on and said the supervisor said to file a claim with Allstate. THIS IS INSURANCE FRAUD! It arrived damaged and they want me to file an insurance claim. DO NOT DO BUSINESS WITH THIS COMPANY! read more

I understand there are a lot of reviews here about how great the service is in Burlington. I'm sure it is. But that is where the "great service" ends. My family and I bought a dining set in February. We were charged for everything up front (as we ordered online). The first delivery had us waiting for a couple of the pieces for about 4 weeks, for March 2024. The emails showed our table and hutch were in stock and going to be shipped. The custom chairs we got, those would take more time. What they don't tell you is this: they won't ship (or even give you the option) unless everything is ready. We learned this after many calls to customer service after our deliveries were suddenly "cancelled" via emails. 3 times the table and hutch were supposed to be delivered, and then cancelled - with excuses like "we received the table and it didn't meet our quality standards", or "it didn't make it here from the warehouse in time for your delivery". It is now 5 months later. I have at least 7 emails from WestElm and many text messages with customer service, but. no furniture. They were happy to take all the money up front though. Customer service hasn't been unfriendly, they just lie - for furniture that was "in stock" when we bought it, 5 months is a long time to wait for it to ever get delivered. So 5 months in we have had it with this company. We are trying to cancel the complete order (and of course that isn't going well as they are putting us off at every turn) and look for a dining set elsewhere. First world problems I know, but if you want to avoid losing your sanity, I would avoid this store like the plague. They may. be "nice and friendly" but you could very much wind up like us, 5 months with nothing and no refund. I have all the emails and credit card charges to back up my claims here just in case anyone is interested in giving me trouble for providing them with a bad review. Bill S read more

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! read more

west elm - Photo of my West Elm Coffee Table. - Home Decor Near Me - Burlington, Massachusetts

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. read more

west elm - West elm furniture delivery guy with major anger issues - Home Decor Near Me - Burlington, Massachusetts

In July I went into West Elm with the intention of selecting and purchasing a bed. My partner and I were in the store for about 30-40 minutes, selecting fabrics ourselves, measuring furniture, etc. Not one person asked us if we needed help. Eventually between the fabric samples and the website we selected a bed and decided to place the order there. We asked for help ordering the bed after we had done all the work "selling" ourselves. We are told the bed will come in November which is fine as we are not in a rush. Two months later the bed is no longer on the website... I'm a little nervous as we've been designing the bedroom around the bed and are about to spend a good chunk of change on custom window treatments to compliment the bed. I tried calling the Burlington store more than once during business hours and no one picked up the phone and they don't have a voicemail option. I'm now very weary I'm going to wait until November and have spent thousands designing a room around a bed and be told the bed was discontinued and is not coming. Crossing my fingers! read more

Horrible customer service. If you are of color, expect to get ignored. Walked into West Elm looking to purchase dining chairs and a coffee table with my husband and toddler. No one greeted us, no one acknowledged us while we were in the store for at-least 30 minutes. There were at-least 5 staff members. This isn't the first time I've felt prejudice from West Elm at this location. I will be going back into Boston, in the city, for my shopping. They are friendly and helpful there. Shame on this Burlington, MA location. read more

We bought a sectional sofa here over a year ago. It has not held up well. The cushions have sagged within one year. They design is awful. BEWARE OF PURCHASING FROM WEST ELM. West Elm has not responded to multiple requests to remedy over many months. They do not call back on multiple phone calls. Always state they will talk to their manager, but never call back. TERRIBLE CUSTOMER SERVICE. I do not write reviews, but want people to be aware of this awful company. Gail & Dan M read more

It's a rare occasion that a store clerk is actually helpful at this location. They're always severely understaffed and they rarely answer their phone. Often the item I want to see in person isn't at this store and I have to drive to the Fenway location. To top it off, their hours on their own website are painfully inaccurate. We showed up today at 10am - WHEN GOOGLE AND THE WEST ELM WEBSITE SAYS THEY ARE OPEN - and the store doesn't open until 12pm. What a waste of my precious time driving here this very busy weekend before Christmas!! read more

west elm - Home Decor Near Me - Burlington, Massachusetts

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Horrible customer service. My husband and I keep swearing we'd never come back to this West Elm. We've been here a handful of times and every time is the same - no one greets us or asks if we need help. No one even acknowledges us. Associates stare at us and know we're here, but they just walk the other way and talk amongst themselves instead of assisting us. We usually come on a weekday as to avoid the crowds, so it's not like there are so many people that the associates miss us. Each time we were there, there were less than half a dozen customers shopping and yet we still get overlooked. Customer service is abysmal and basically non existent. However, we did hear there was an employee, James, who was excellent. Sorry we didn't get to catch you today. Sorry we were faced with two female employees at the register that had no interest in helping us, even though we were ready to buy a bedframe and an entire bedroom set. Once again swearing to never return to this store. Fenway has MUCH better customer service. I'd rather fight Fenway traffic and the horrible parking situation than come back to West Elm Burlington. read more

Went to this store with several items in mind to buy. I am searching for counter height chairs. Place was empty accept for one other person. As I made my way towards the counter someone did say hi but no one asked if they could help with anything. I did ask a question thinking that might get me some attention. Stayed in the store several more minutes looking for the items I saw on line. Overall quality of items wasn't that impressive either. Counter height chairs were all wobbly. read more

The Customer Service Team is so lame. A media console was delivered to my house with visible damage. Lamination uplifted on both sides, the corners were damaged and there were visible scratches on top. I immediately alerted them via their customer survey when the furniture was delivered to my home and I sent photos to show them the damage not caused by the delivery team but by the manufacturer. I received a call from a West Elm customer service person right away who assured me that my issues were being properly addressed, she explained that she assigned a ticket # to address my issue, and that I would be receiving a call about how to move forward. After a week I heard nothing, so I called, and they said that the damage was recorded and the ticket was closed and the ticket stated that the customer (me) accepted the damage. I said, wait! what? Why was the unresolved ticket closed. Then they reopened the ticket and assigned someone who finally called me today to tell me that she was addressing the issue but she had no idea what the order number was. I thought it was odd that someone who was assigned to the issue was unprepared to assist and needed my assistance to address the issue. Why can't West Elm get their act together and hire a competent team to address issues? So disappointing and so lame! read more

BEWARE of TERRIBLE service, worst company ever! We ordered our furniture back in October of 2022, i's now almost April 2023. We ordered a dining table, 6 chairs, and a coffee table. The coffee table was initially delivered on time but had a defect so had to be delivered again. The dining table is a whole another story. It was supposed to be delivered on Feb 20th, the morning of, they cancelled the delivery, saying they will reschedule shortly. A month goes by and nothing. We keep calling and they say they don't have the inventory. Finally they say that they'll deliver on 3/22 and same thing happens again - morning of, they say they can't deliver. We call back and they say they don't have the inventory. How is this possible?! The last time we called, they confirmed they had the inventory and hence were scheduling the order. We call again and they say they don't know when they'll have it. They charged my card back in January and we still have not received the product. This company is an absolute scam!! Go to Room and Board instead, they have better products and better service. We ordered our other furniture from there and have had no problems with quality or delivery. Truly don't understand how West Elm stays in business, the so called 'premium' furniture doesn't come with premium customer service. Stay away from this store at all costs! read more

I have never experienced such terrible customer service as I have the past 2-3 months with West Elm. I had ordered a love seat, table, two chairs, and the chairs arrived damaged, so we returned them. By the time the chairs were returned, they were out of stock so we were forced to order to new chairs that did not match the existing set nor did they come even relatively close to matching the photos online. I was forced to order these two chairs using an e-gift card rather than having the option of getting a refund to the original form of payment. Now, after being extremely unhappy with all furniture items, by husband and I have been told that we HAVE to use the e-gift card again if we want a refund. We do not wish to purchase any additional items from West Elm and are now stuck with furniture we never wanted. Extremely disappointing especially given that we had planned to furnish our entire home with West Elm. We now will never shop here again if this isn't resolved. read more

I have walked into this store on two separate occasions and have never been approached by a sales person. A simple acknowledgement and helLo would go a long way. read more

Anyone that uses this company is in for real treat. They are the worst company I have ever dealt with in my life. We ordered chairs 4 months ago and we finally received 1 chair. It has been a nightmare and I finally canceled the order. They said they would not refund our money until they picked up the chair. Don't know how they stay in business read more

I went in to order sofa to match swivel chairs I had ordered from here as well. I see some Framed art work and ask sale associate if tag on frame for both pieces. Sale associates says no individual price for each. I agree to price she states it needs to be ordered. We go to order and then says wrong tag and the price is no longer $129 but $299 for each piece of artwork. Bate and switch. Will not honor price on piece. No discount nothing offered for their error. Needless to say left without ordering anything and will not be returning. Off to crate and barrel. read more

I just had the pleasure of meeting Andrea. She is one of the stores in house decorators. I go to this store a lot, and no one has ever helped me like Andrea. She was helpful, fun, and has an eye for textures, shape and design. And a lot of what she picked out was on sale!!!! If you're stuck with a design idea, run to meet Andrea, she will hook it up Thank you so much, Andrea. I look forward to working with you on my next room Anna Costa read more

We are redoing our downstairs room and I was struggling with furniture/design. Scott was so immensely helpful and patient. He made a lot of good suggestions. I struggled with conceptualizing things and he was able to pull up a layout online. We left with a rug and couch and we are so thankful for his time! read more

Fast and friendly service!! Definitely recommend! The store looked amazing, their merchandiser did a very nice job and I was able to buy what I needed from stock. Thank you for my new coffee table. read more

Worst customer service ever. Practically stood in front of their faces and not one greeted me. I stood at the counter waiting to be helped and as soon as she was finished ringing up a costumer, cashier leaves to the floor. Totally ignores the fact I was standing there waiting patiently. Every time I go into this location, it's always the same. Really bad service. read more

Okay store with very lackluster customer service providers... would recommend shopping at any other west elm in the city due to this or other stores in general. read more

If you want to see a magic trick tell a sales lady at West Elm you're there to start a wedding registry. Annnd *POOF* they'll scowl and (gradually) vanish into thin air. Boy am I sorry I didn't dress to impress with my formal yoga pants and flip flops like the rest of their upper crust clientele. This was my first experience with West Elm, so I of course feel a little dumb for committing such a faux pas as asking a question about a cutlery set. We got a couple words out of the sales woman before she did an Indiana Jones dash off the sales floor to avoid having to help us or anyone else for that matter and the rest of the staff followed with her. Not one single person offered to help us, and as far as I know the one woman that did acknowledge us has since changed her name and burned her fingerprints off to keep from ever having to answer silverware questions again. It worked guys. We left. You win. read more

In a nutshell: if you want friendly, helpful, attentive service finding things you actually need- west elm in Burlington is your place. As a young professional living and working in downtown Boston, I was excited about buying my first "big" purchase items for a new apartment. I grew up near Burlington, and after an underwhelming trip to Crate & Barrel on Boylston I came here - and could not have been more pleasantly surprised. From the person who greeted me at the door and directed me to the bedding department to the manager who personally ensured I'd found everything I was looking for- it was exactly what you'd like to expect but don't often get in retail. I'll be back; and thank you to everyone who made my dream bedroom a reality! read more

Rude staff. I'm an avid shopper of West Elm but usually through the website. The quality of the products can be hit or miss, but I keep coming back for more. This review is about my experience in the store, and not about the overall quality of their products. My mom was in town an interested in seeing their product line, so I brought her by the store at Wayside Commons. I had my 19 month old daughter with us in the store, much to the CLEAR dismay of one of their staff members. If children aren't wanted in the store, then maybe a sign should be posted? Would be much less chilly to see that than the looks that I got repeatedly from this staff person. Hello! We're in the suburbs and most home purchases are made by women - am I really expected to arrange for a babysitter just to make it into a West Elm store? Won't be coming back. read more

I like the West Elm aesthetic. Their pieces are gorgeous; modern but still has a touch of old. I agree with all the reviews - the employees are pretentious af. The employees don't greet you or smile, seriously how did these people get hired? I did have one semi-friendly woman approach me for help (possibly the manager). But she literally disappeared twice before she was able to tell me the item was in stock. I did end up making a purchase but I think I'll stick to online shopping at West Elm. read more

Taking nothing away from the very helpful sales people (they're great)....West Elm products are absolute garbage. We have a 2 year old sofa that has cracked, sagged and basically needs replacing. We paid $2,700 for this. Not super expensive but not cheap either. The store sent me so new cushions but that didn't help. Honestly folks, this stuff looks great but it's real garbage underneath. I've asked West Elm (corporate) for some help here and have received ZERO response. Stay away. Look them up on Consumer Affairs and elsewhere if you don't believe me. Also find it very telling that they've taken off product reviews from their site. Stay away (did I say that already?). I'll say it again. Stay away. read more

This place has a very nice set up. It more showroom than store, so if you are not design inclined, it might work for you. as a designer I wanted to see more what they had for sale and less display. I got a great smelling room reed diffuser here that smells like a campfire, one of my favorite all time smells. I am a huge fan of the diffusers, but this one is so subtle I can't even smell it, and the oil was gone in a matter of a week, rendering it pretty useless. The prices are fair to expensive for this place, you can find some good deals however (a nice vase for $12 still has me yearning to go back). Nice clean modern lines with a rustic twist to it. Great linens. I'm sure you have all seen the catalog, but with the store you get the scale and tactile edge over ordering via mail. read more

I always liked West Elm in NYC and was happy to see them expanding to the Boston area. I also used to work next door to wayside commons so I enjoyed stopping in during my lunch hour and browsing. working close to malls and stores is very dangerous for me.... Basically West Elm carries cute and funky stuff for your place. It looks very modern and clean. Colors are always quite trendy, and it's reasonably priced. they have very cool looking bookshelves, tables, chairs, couches and all kinds of knick knacks to decorate your place with. I've only gotten knick knacky stuff here so far. I have heard the quality isn't fantastic on the furniture, but it looks great in the store. Staff has always been really friendly and helpful here - answering any questions I've had. right now they are also having a sale of their summer items - I checked it out today there was some cute stuff- I may go back and pick up a few decorative items next week. read more

I'm actually disappointed that I have to give this store only two stars, as I was looking forward to going to the store and buying a sofa for our new TV room in our new house. My wide and I came to the Burlington store this past Sunday, 7/14/13 with cash in hand to buy the sofa. However, we left empty handed. Why? We couldn't get an associate to help us, or even acknowledge us, despite the store being pretty much empty. Maybe our experience was an exception to how it usually is, but with other locations around, I won't be returning to the Burlington store. read more

You walk through these gargantuan double glass doors and you are immediately inspired by the colors and arrangement. Their style is fresh, clean, modern, minimalist, which makes it perfect to build your own style on top of it. For its own sake, the price is a bit steeper than IKEA's. Simpler and less snobby than Jordan Marsh's furniture. Very easy pieces to bring your style up a notch. I loved the mini circus animals place holders in the dining area. I would get a handful of the smaller items, but I took one star because it is pricey. A rolling cube chair is $99 and a bi-level office desk is$399 before tax. ouch read more

Excellent service here each time we've been in. We had trouble with our earned points on the west elm card and a lovely young lady helped make sure we got the store Credit due to us! They are so knowledgeable and just as importantly, willing to help. Other WE stores I have not gotten the same attitude or expertise. Then after buying our Andres extra long couch we decided we do indeed need the ottoman as well. Unfortunately the fabric and the legs were no longer available online. We took our problem to many WE stores and the associates were confused, they didn't have a solution for us and we couldn't buy the floor model that was our exact ottoman needed. We came tot his store in Burlington and the sale associate has no idea what the problem was and got us the exact ottoman in the exact fabric and leg finish we needed!! (Worn mental velvet and black and brass) its insanity bc we went to two other stores and the associate and managers were perplex how to get what we wanted. We came here and we took that ottoman in a box HOME, same day! Thanks so much for your help associate #378071!! And Craig who worked in back and helped find a way to squeeeeeeze the box into the car while our baby slept! Great store, great team! read more

Sharon Lauria, the manager is super helpful. She helped me with an in-store return of an on-line item in 3 minutes. Customer service is excellent! read more

Were burnt with the staff at this place two times in a row!!! We have purchase more than $4k worth of furniture from West Elm. However, not from this branch because of under-trained staff. Here are two examples: 1- for our order of our which was more than $2.5k they said no way to waive shipping fees on two of the items that were not in store. Guess what, we simply said no thanks. Drove 30 minutes to the store in Fenway, BOS. Order same stuff without a dime on shipping!!! 2- they looked up an item for us in this store, conformed that the Fenway store has it in stoke. Called them and put things on hold. We drove there during Red Sox game traffic. The Fenway store said they did not call us and we don't have the item!!! With their help we find out that they called another store in another state!!! Long story short, the company should either flush the staff entirely or simply close this branch since it is ruining its reputation. Although this place is 5 min drive from us we will save ourselves headache and time and drive 30 minutes to Fenway store at BOS downtown. read more

Love this store! Great selection of items. Always neat & clean. They hold in store events too like the one coming up on 4/27/14! It's a CREATE YOUR OWN TERRARIUM WORKSHOP for $40pp hosted by Piccola Pianta! read more

I have found the service at the West Elm store in Burlington to be excellent. I have had their above-and-beyond assistance with locating items and checking pricing during special sales. And I appreciate their design advice! Thank you! read more

Great shopping experience! Spent hours in this store and it still isn't enough. Staff was very friendly and always open for a chat. Special shout out to Michele who was absolute sweetheart to work with- so patient and genuine . Thank you Michele for taking out so much of your time to work with us. read more

Michele was so helpful and fun to work with! I purchased some lanterns for my patio and she went out of her way to show me the best way to set them up. She made at least two trips to the back room and multiple trips around the store. I was so happy with what she suggested, that I asked her to help me with the final touches for my bookcase. I've purchased a lot of things here and will always make sure that Michele is available from now on! read more