Honestly, stay away from here. The people in the store are nice, but trying to work with West Elm customer service has to be one of the worst retail experiences of my entire life. I am now approaching week 2 (and who knows how many more to come) of an issue that I was told would be resolved within 24-48 hours. Every time you call, you will be told a different thing, both from the customer service representatives and from people of leadership. Their customer service is an absolute joke and should be avoided at all costs. I honestly wish I could give them zero stars, but for some reason, Google does not allow you to go that low. I never leave a review, but please heed my warning and go somewhere else for your own sanity. I've had to call 10 different times, and every single time I have been told a different thing. The resolution date keeps getting pushed further and further out. It would be more enjoyable to eat broken glass than to spend another second dealing with West Elm customer support and their god awful leadership. Please just listen to all the other 1-star reviews about their customer service and save yourself the headache. read more

Automated support chats is useless and kicks out off without addressing any issues. Orders cannot be cancelled despite not being shipped yet. read more

I ordered the Mid-Century Single Bathroom Vanity (49") - Acorn on 1/31/22, it was originally delivered in April (I can't find the exact date), which I expected based on what I was told when I ordered it. Unfortunately, the marble countertop was cracked in 3 places and unusable. West Elm delivered a second, replacement countertop on 6/1/22, and the delivery crew opened it when they delivered it to make sure it was okay, finding this one was also cracked into two pieces, and would have split in half had we removed it from the packaging. The delivery crew and I spoke to their dispatch and they took away the second broken countertop while putting in my order for a THIRD countertop. I was told at the time that there was one in the Columbus area and that it would only be scheduling delivery that would delay it. Unfortunately we are reaching the end of the delivery window (6/24/21) and when I checked today, having not heard ANYTHING, I discovered that it won't be delivered until 7/14/21 AT THE EARLIEST, 6 weeks after my second, replacement, countertop was delivered broken. I have been in active communication with West Elm customer service via email and phone all throughout this process. This is for my only bathroom, so for this whole time I have had trot across my house to use my kitchen sink for all normal bathroom sink needs. The fact that I was also not told that the delivery of my third countertop was delayed is unacceptable. I had arranged with my contractor to find time in his schedule this week to install the countertop and sink once it is delivered, and I would not have had him move things around for me if they had let me know that my delivery was delayed again. I thought purchasing my vanity through West Elm would provide a quality product and a high level of service, but I was sorely mistaken. The price is not worth the hassle, other companies provide marble top vanities. I don't blame the Easton store where I purchased this, but the delivery and corporate customer service make me regret this purchase. read more

west elm - Home Decor Near Me - Columbus, Ohio

Ugh. Chipped base in several locations. Hope to get some discount for likely getting someone's reject. read more

west elm - Home Decor Near Me - Columbus, Ohio

This was my first visit to a West Elm store. And I am impressed. They carry a lot of great furniture and lots of items to spruce up your current nest. I really liked the wide variety of rugs, bedding, throws, pillows, curtains and vases. Lots of knicknacks. Everything you need to make your house a home. Some of my favorite items, a lift top coffee table and a place to hide all your remotes and such and a bed with a big wooden head board. Very nice. The staff here seems very helpful, I was asked more than once if I had any questions, or needed help finding anything. Needless to say, I left with their current catalogs so I can start planning my home refurb. read more

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I cannot express how helpful the two associates I've dealt with at this location have been! I came in a few months ago, interested in the Harmony sofa, and Daniela spent so much time with me, pulling fabrics from the back and helping me decide on the specifics. Fast forward a few months; I call the store ready to order my sofa, and looking for Daniela so it could count towards her sales goals. Well, she's on vacation but Jill was very happy to step in and pick up where Daniela and I left off. She too spent a lot of time with me, helping me decide on another fabric since the one I chose was out of stock. Since I wasn't in store, she pulled fabric samples to drape over the couch, texted me pics, and discussed delivery logistics. She really went above and beyond even though this was technically Daniela's sale and she would put it through under Daniela. If you're looking for a personal touch when deciding on pricey furniture and decor, I can vouch for these two associates - they're both fantastic! read more

Customer service is terrible. I was ignored and never asked if I needed help but others were asked. After I was unsuccessful at finding a specific item, I finally asked a sales associate named Daniella for help. Daniella was very polite and friendly (only reason I gave 1 star). The rest avoided eye contact and acted very arrogantly. Will never understand how some people working retail making barely above minimum wage act as if they are better than you. won't be back to this store. read more

I had never heard of West Elm until it popped up at Easton and I immediately walked into home-decor heaven. This store is quite expensive but the things inside are seriously drool-worthy. It is very similar in style and price to Pottery Barn, Crate & Barrel but I am a fan of all so that doesn't really bother me. Bottom line: West Elm is worth a look. I think I have it figured out and I think this is how it goes. (I'm in between stage 2 and 3 in this process) Target: college students with no money Ikea: Yuppies with very little money West Elm: adulthood (double income/ career stability) I should make a flow chart but this will suffice for now. Should you need any other trends/shopping habits analyzed feel free to contact me as the method I use is very scientific. :) read more

West Elm is new furniture and home decor store at Easton. It covers similar territory as the much more established Crate & Barrel and Pottery Barn, though with a more modern sensibility. The furniture still isn't high quality stuff. There's way too much MDF or particle board for that. Prices seem marginally lower than at those places, but I'm not so sure. All three offer up furniture that is too rich for my blood. Maybe I'm not ready to grow up yet, but I think I would still rather make the drive to IKEA. read more

We've long been fans of the West Elm look and feel, making mid-century modern designs affordable for many. Our usual West Elm shopping has been at the Edina, Minnesota location, but we were in Columbus visiting family and decided to stop in to the Easton location to place an order for some furniture. Even though we arrived close to closing, Lauren helped us simplify a complicated order, and took very good care of us. We'll be back for sure! read more

West Elm: The Company of Contradictions From the moment that I ordered my custom made couch, to the moment my delivery charge refund was reversed by the customer service department, everything I was told by West Elm was NOT TRUE! I made a list of contradictions that I was faced with following my purchase that led to an incredibly disappointing and frustrating experience. * To clarify- most of these issues were with the customer service department- not the store. List of contradictions: 1) I was told when I purchased my custom order couch in store that the delivery service would remove my old sofa and put in my new one. NOT TRUE! Upon delivery, I was told that this was not the case by the delivery man who is a saint named Larry. He was great and deserves to work for a better company. I can't imagine how many times he is left apologizing to customers of West Elm. 2) I was given a delivery window (printed on my receipt) for the couch delivery. NOT TRUE! The delivery window was pushed back to a later date and I was NEVER NOTIFIED of this. So I had to do some research to find that the delivery window was indeed changed at some point in time. Who knows when this happened, but why would I need to be informed as the customer, right? 3) I was told in an automatic reply email sent by the customer service department at westelm.com that they "will reply to most messages within 48 hours." NOT TRUE! I sent two e-mails and NEVER heard back from them. I still to this day have no response. *Oh, they did charge me for my couch within 2 days of sending the first email. NOT SHADY AT ALL. 4) I signed up for a delivery window spot on a Sunday (very convenient) with a specific delivery window. NOT TRUE! I received a phone call two days before my "delivery" that Sunday is actually not an option and the woman was very confused as to why the system lets people sign up for Sunday delivery. So I signed up for an option that didn't exist. 5) I rescheduled for a different delivery day and was given a specific delivery window. NOT TRUE! The delivery service showed up to my house 2 hours early without warning. 6) I called customer service in a fury upon delivery and was told that I would be refunded for my delivery fee. I left the conversation somewhat satisfied that someone somewhere seemed to care about this horrible service. NOT TRUE! I received a phone call about 5 minutes later from the customer service number. They left a voicemail that this was in fact, unfortunately NOT TRUE and that they are actually not able to refund my delivery charge. In order to be productive and not just complain, I sent some suggestions to the customer service website that does not reply to anyone's e-mails aware of the fact that no one will read it. read more

I love so many West Elm products, but I am writing this review because of the excellent customer service I received the last time I was there. I had an issue with ordering a product online, and had mistakenly chosen a shipping option that cost quite a bit of money. The manager took care of my concern so quickly, and I walked out a very happy person. Thank you! read more

Nice store but the counter staff is deathly slow. Yawn. Takes way too long. They seem to have trouble prioritizing.

I bought all of my furniture for my place at west elm and after a month the legs to my dresser broke and they were unable to send a replacement pair of legs. That is so asinine. I would recommend a store with better customer help. read more

I don't live near a west elm store so I called the Columbus store before purchasing the Phoebe chair. They gave me great reviews about the comfort of the chair . . . yes, I believed them. I bought 2 phoebe chairs because the online info said they're have "easy returns." Guess what??? The chairs are SO uncomfortable; they're like sitting on a brick. I called to begin my "easy" return and the nightmare has begun. An individual at the call center took my info and I was able to return the chairs but I have to wait to get approval and then WAIT to hear back from the returns department. So far I've waited two days and have heard . . . crickets. BUYER BEWARE!!!! They are not easy returns. read more

I bought a counter height table and chairs for my kitchen . I absolutely love them! I get a lot of compliments on the pieces. Customer service was wonderful! Wish the store was closer to my house read more

We love this place! Everyone who works there is super helpful, we go there so much they know us by name. It's nice when something we order online doesn't work out and we can drive it to Easton to return it. Awesome customer service, I wish every store was run like this! read more

I attempted to place an order online but couldn't get my promo code to go through. I waited for almost 30 minutes for customer service. The woman I spoke to was so rude and did not help me. When I pointed out she was "customer service" she told me it was too bad I didn't like her answer......I will certainly be shopping elsewhere! read more

There are two reasons I am giving this company 1 star 1). I don't think you can give zero stars 2). Their stuff is aesthetically pleasing. However the online experience is terrible (they don't even have click to chat and it takes days to get a question answered), the people in the store just look at you instead of helping, and the customer service is pathetic. I ordered a rug from the store and received the wrong rug. When I explained what an inconvenience it was to ship the rug back and pick up the new one for the from UPS because I can't have packages to my house, the customer service rep told me they were not responsible for that ( the rug is over 50lbs, it is am inconvenience, they are responsible). Words of advice shop at Crate and Barrel or CB2.... much better experience and service. read more

Where do I begin? A couple months ago I called the Columbus store to see about some furniture for a guest room. I connected with the amazing Emily Covill. Her sweet, caring personality shined through immediately. She had me take pictures and upon my request began to coach me with her awesome creative design talent. I ended up driving to Columbus to order the furniture and finalize details. She was so busy, but set aside time and made my hour and a half drive well worth it. While I was there we discussed that after the furniture arrived, we would reconnect to order bedding, curtains, and accessories. She asked insightful, thoughtful questions and was able to incorporate all that we talked about into a totally transformed room. She is very thorough and takes her time to find just what is needed in each space. She went above and beyond and Is continuing to help me find the perfect pieces for other rooms in my house. I'm so thankful that I connected with Emily that day and am looking forward to having her help me in the future with other projects. Best regards, Shona read more

I love West Elm products and have bought several smaller items online before - coffee table, accent table, rug, some small vases. I'm in the market for a dining table and chairs, and went to the store to see them in person before I buy something that big sight unseen. I was in the store for a good 30 minutes and was never greeted by an employee, and when I tried to make eye contact with one he walked away. The employees seemed more inclined to talk to each other then the customers. I went home and bought the dining set online. I love the products (hence the two stars), but didn't feel like the staff warranted a commission for the sale. read more

I would say West Elm is a little more CB2 than Crate and Barrel. It's trying to be affordable modern, and it gets there on certain pieces. I would never get, say, a sofa there. It's excellent for accent pieces though. We're picking up a pair of chairs there for a sitting area for 300. The salesman claimed they have a 10% movers discount for new homeowners. I think this is probably b/s and was just a sales tactic. Either way there seems to be a little flexibility with the pricing. Look for floor models too, most are half off and show little or no wear. I would say its slightly more expensive than ikea on smaller items like chairs and rugs, and for that extra 20 bucks your rug isn't going to change colors if you try and clean it. Definitely worth stopping in next time your at Easton. The one star was taken off for the sales staff. I was waiting there for my wife who was closing up the shop and they wouldn't leave me alone. read more

Don't ever use their delivery service... Unless you have an extra 2 days in your week and like elevator music. Seriously though it's been a lot of effort on my end. The results are inconclusive since they were a no call no show. And in the end my time is more important than the delivery comp fee. It makes me not want to shop with this company, regardless of their products. read more

After having a nightmare experience ordering from this West Elm store over the phone, I was finally in Columbus for the first time recently and decided to shop in the store. I had a relatively good experience. Though the employees were a bit slow to help me, they did make sure that I received a quality, undamaged pouf (vs. the floor model being pretty worn out). They also carried the large pouf out to my car for me, even though I could have done it myself. Based on this interaction, I feel confident giving them one additional star. read more

The manager, Lauren, went above the call of the duty! She is great at her job and provided excellent customer service. This was an amazing shopping experience and I am thankful for all the help! read more

I cannot thank the manager, Lauren, enough for her great customer service! I went into the store to return some items and also purchase a new duvet cover. Unfortunately, they didn't have the duvet I was looking for in store, but she made sure to find it at another store and got me the best price possible. It took some time and strategy, and I really appreciate the care and time she took to assist me. I will be back soon! Thanks, Lauren! read more

Awesome experience! My husband and I went in for their 20% off Fourth of July sale and Lauren helped us order all the furniture we wanted! She was awesome! We can't wait for the furniture to arrive!! read more

Well,West Elm,uh!! I purchased a floor model sofa for my daughter paid for it my daughter and her husband went to pick it up dock guys you already picked it up?? ! was soo upset as we hadent picked it up.Turned out they gave it to the wrong person w/o asking for Id,sooowe were out truck rentai,and no sofa not even an I'm sorry from the clerks will not shop at WEST ELM again!!!!!!!! read more