This review is for West Elm's Shelter bed and West Elm's customer service. Within a year, the legs of the bed were completely breaking away from the frame. Because I did not contact them immediately, and the 1-year period had passed, the company would not stand behind the quality of its product. This was put together by their "white glove service" and with absolutely no misuse. As a busy mom, this type of "gotcha" customer service is unacceptable and does not earn my repeat business. Nor are these reasonable prices for a year of durability. West Elm used to be a go-to place to shop for style and quality; however, the quality in recent years has proven to be less durable and lower quality than discount stores such as Amazon and Target but still triple the cost. It's sad to see a company decline so drastically. read more

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I had called in advance for fabric samples which I had seen online. Drove an hour to find the samples were not in the store and customer service desk was very crabby. For being 11:00 in the morning, this is a sad day for customers. read more

I purchased the Laurent Set RA wedge chaise in December 2025, and it was delivered in March 2026. From the first delivery, the sectional pieces were not aligned. The delivery team documented the issue and advised me to contact West Elm. A furniture specialist attempted to fix it and said these couches frequently have alignment issues and even recommended a refund, warning that replacements could be worse. I declined a refund and requested a properly aligned replacement. After two replacement attempts, including one rejected due to fabric defects, the final delivery in April 2026 was still not aligned. Multiple delivery teams confirmed that this model often has these problems. After months of delays and three failed deliveries, I'm left questioning West Elm's quality control. If this item is known to have persistent defects, why is it still being sold? Very disappointed. read more

I purchased a planter from West Elm for $200 (including shipping). After less than a year, it developed significant water damage, mold, and has held up terribly. When I contacted West Elm, I was told that unless the purchase was within 30 days, they would not replace it. This damage occurred well after 30 days, but I don't believe I should have to repurchase a $200 planter after only a year of use. As usual, West Elm continues to disappoint with both product quality and customer service. read more

west elm - Furniture Stores Near Me - Denver, Colorado

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I went into this West Elm in Cherry Creek, Denver to exchange a set of white plates because I felt the quality was not to standard. I noticed scuff marks already present when we hadn't even had a chance to use them. Seems reasonable to me but apparently not -- because the employee who assisted made the whole thing feel like I was asking for a favor, not making a return at a store where I dropped serious money. When I told him I wanted to switch to the dark blue set -- which we've used in our other apartment with no issues -- he volunteered, unprompted, that he "wouldn't recommend that set either." Thanks? Then he followed it up with a condescending warning that I wouldn't be able to return the blue set again, which... is just false when I can buy these online today and return tomorrow, you know? It felt like a weird flex, like he was trying to establish some sort of dominance over this; like I was being scolded. It's clear that he wanted to passive aggressively accuse me of using these plates and refuse my return. Other than snarky responses that were curt and dismissive, he barely conversed with me (again making me feel like I'm a nuisance for just existing in his presence). When I asked questions (one about needing to provide a credit card for one of the returns), he answered like I should know the answer, and generally acted like I was interrupting his day. There was a lack of basic courtesy, just icy side-eyes and passive-aggressive comments about dinnerware I hadn't even mentioned. This is consistent with a previous visit. For example, I exchanged one bowl just the day before this because of the scuffs I was seeing and he makes an unprompted response about how that will happen if I try and whisk eggs in it -- huh??. Meanwhile, other employees in the store seemed perfectly lovely and helpful. This one person made the entire experience so uncomfortable, I ended up walking out with my refund and aborted a new purchase entirely! I'm also a reasonable person. As a previous customer service manger, I don't give out attitude and I follow the rules with returns extensively. I just can't imagine walking into this location again as long as he's working there. Lucky for him I didn't get his name because he's never wearing a name tag, but the several times I've been in there he's had large seeing glasses on (square, maybe). He talked to another employee about her break like he's a supervisor, but I sure hope supervisors aren't making customers feel so uncomfortable they avoid this store all together. read more

Spent $8000 on patio furniture in May 2022 and then spent another $800 to purchase the covers to protect it from the elements. We have been meticulous about keeping it covered unless we are using it. West Elm describes it as "recycled, all-weather wicker" but 2+ years later I would call it "brittle plastic trash." West Elm Customer Service was no help at all and basically told me that "it is outdoor furniture, after all." PLEASE let me save you from spending your money on the horrible quality of products sold at this store. My, how far the WIlliams Sonoma brand has fallen! read more

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Beware of buying furniture at West Elm. DO NOT buy furniture from this company. I ordered the Rhys Mid-Century Recliner with no changes in fabric and no customization. I was unable to sit in the recliner before purchase, as no floor models are available in any of the stores. I sat in a similar floor model and was reasonably comfortable. I had no idea a recliner could be so uncomfortable. I am average height for a woman 5'5" and my head is not supported by the head rest, so I have to look at the ceiling if I am fully reclined. I cannot see the television. The foam cushions are very hard and the seat lifts a bit when you push back into a recline, so I feel like I am laying on a table, above the armrests. This product is a complete failure. I am told that even though nothing was customized, it was made to order and THEY WILL NOT ACCEPT RETURN UNDER ANY CONDITIONS. Bait and switch. Dishonest policies. Big lesson to me. read more

I recently spent $3,000 on some furniture at the Cherry Creek store in Denver, Co. AT the time I also purchased what i thought was a $40 table runner. I later realized that I grabbed placemats instead of a runner. When I went back to the store to simply exchange it a customer service person named Ruben Coral was SO RUDE and showed no interest in trying to help. I couldn't believe it. When I asked him for his name, he happily gave me his card and then sarcastically asked "DO YOU WANT TWO???". How does this guy have a job??? His card reads: Lead Design It should read: Total Asshole read more

We bought a couch from West Elm and had a horrible experience with the delivery and quality of the couch. We had to order a replacement piece for the couch within one year, and another component broke within 3 years. No value for the money and wouldn't recommend. read more

Terrible customer service. Bought a blanket online and it had a hole in it. They accepted the return but refused to honor the sale price which I bought the blanket at. Never will shop at west elm again. read more

I was a loyal customer- never will shop here again. Awful customer service. Needed to exchange an item and they refused. Manager would not even talk to me. Stay away!!! read more

Walked in today not sure quite what to get. Then came Jorge...he guided my husband and I and we ordered a couple chairs, ottomans and side tables. His confidence and expertise are appreciated! Haven't gotten any of the pieces yet...may take 4-5 months but the service from Jorge is A+ read more

Needed to return a large planter that was delivered. The store is an hour drive so I did the due diligence to call the store directly (not general customer service) to confirm they'd accept this. They said yes, we drove an hour and they wouldn't accept it and we were told it needed to be picked up from our home. Consistent failure from Williams-Sonoma brands and this location is no exception. Train your staff West Elm Cherry Creek. read more

Jorge at the Cherry Creek location was the BEST! So kind and so helpful. He walked me through a tricky transaction and was so informative and knowledgeable. Thank you again, Jorge! read more

Kind of shocking to me the prices they charge considering the furniture is flimsier than something you would buy at ikea. Ikea at least puts some thought into the assembly of their furniture. With west elm it the furniture falls apart as you're assembling it. You call customer service, and they say they will help and then ghost you. I will personally not be shopping at west elm again. read more

We appreciated the free design services that West Elm offers We set up an appointment online for free design services for our new home. We just moved into a new space and needed some help designing the space without breaking the bank on an expensive design firm. We went to this west elm for an hour to speak to a designer who would help us develop a mood board and do a quick 3D mock up of the space using west elm's website features. We really appreciated the help designing, though our designed was newer and a young student, so although it was helpful, I would definitely value the experience as a free service. I would highly recommend trying the design services. And walking around the store itself gives you a ton of inspiration on how to set up your space at home read more

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We bought a $4,000 couch from here less than 2 years ago and it is CONSTANTLY shedding feathers everywhere and the pilling is horrible. We will never buy furniture from here again, way too expensive for the quality. read more

I really like this chain's mix of style, price and quality. It's fun to just explore, but scheduling ahead really gets you someone focused on what you need. Look around for sales. There are great bargains tucked around the store. Cherry Creek parking can be awful, but they have a few dedicated spots in the garage next door. read more

I have NEVER had a more horrible experience getting an order delivered. I ordered 8 curtain panels - they came in sets of TWO panels. They have dribbled in over SIX WEEKS - in packages of ONE. I have called every single time and reported this. Each time, the "supervisor" has "fixed" the order... and another panel dribbled in. I STILL DO NOT HAVE MY COMPLETE ORDER. BUYER BEWARE - DO NOT ORDER FROM WEST ELM. read more

I've been waiting to have my sectional for over 3 months. They have messed up the order twice. They don't want to refund nor they want to give me a credit for the absolute mess they have created. Their customer service is non existent, called the store where I went to and they were mean and said it wasn't their fault. So who is at fault here? Me? I will NEVER purchase from them again. Pictures are from the delivery today. They brought the ottoman and no connection brackets installed underneath to connect with other sectional. They are THE WORST! read more

west elm - Furniture Stores Near Me - Denver, Colorado

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Called the store to purchase and pick-up. The first person put me on hold and never returned. The second woman said that the first person was held up by a customer. I'm sorry, what am I if not a customer? I asked for what I wanted and she said, I have two of those right here in front of me. Then after a brief pause she exclaimed that, "Oh no another customer came in and bought both this morning." I said, "Both, really, this morning ..." Well that seems shady, just her assuredness that she had two in front of her, then a pause, and then both large bowls taken by one customer. A customer on the phone with a credit card ready to purchase, should be just as well served as one in the store that may indeed change their mind by the time they get to the register. Nevermind, I'll take my money elsewhere. read more

Don't bother buying from West Elm. You will wait a long time (months) for your purchase and they will not give you an ETA of delivery. The furniture is made in Vietnam Nam and there is no communication from the company on delays in shipping. You cannot even cancel since the item has not shipped. Luckily Discover credit card will dispute the charges and temporarily give credit until the company responds. read more

If you are looking to buy furniture, go elsewhere. We relocated to Denver and purchased an expensive bed for our daughter's new room. When I called to find out what date the bed would be delivered, I was advised that our order had been cancelled. I received NO notification per email, text or otherwise notifying me of the store's unilateral cancellation of our order. The reason was that our credit card, being international was not accepted. Instead of notifying us, whereby we could have paid by check or even cash or a US credit card, the store simply cancelled our order. Shocking service! We will not be back! When we went to the store, we found the staff unhelpful, but our daughter liked the bed. We have found a better bed at a better price! Shocking service!!!! read more

Water leaked from a Christmas flower arrangement onto a marble dining table and damaged the surface. It was not stained, which I wouldn't mind, the actual surface got abraded and peeled. When I called West Elm, they provided no help whatsoever. They blamed me, and would neither replace the item or even provide guidance about whether I could reseal it myself and if so, with what product. They told me to try looking at YouTube for answers. That was a deeply unsatisfying answer on a more than $10K order. Buyer beware: the marble used by West Elm is poor quality and if it gets damaged, you will get no help from the company. I won't shop there again. read more

west elm - Furniture Stores Near Me - Denver, Colorado

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I love ordering online from Westelm.com. Their upscale mid-century modern design is what drew me to the company from the very beginning. Over the years I have purchased several beautiful lamps, drapery rods, wool rugs, made-to-order throws and chair. Every item has been stunning with no returns needed. My latest purchase of lamps and rug for a piano vignette was beyond expectation. Next... I'm on the hunt for new throw pillows and artwork! read more

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I've been a West Elm customer for over a decade. They're usually so helpful and great, but this store is horrible. The customer service is shockingly bad. The General Manager in particular is very rude and seems to go out of her way to avoid helping anyone. It's insane. Don't waste your time coming here. Too bad there isn't another location nearby. I guess that's how they can afford to treat customers like trash. read more

My saga started almost three years ago. We waited six months for dining chairs and then were told they were lost. They gave us the option to cancel which we did. They then wanted us to pay a re-stocking fee. Had to fight to get them to waive it. They kept charging my card for items we never received. Then they kept pinging my card every two months. Numerous calls to get them to stop did not work. Two and a half years later and they are still pinging my credit card for credit authorization. I spoke to four people in customer service to get them to stop and then realized they were not intent on helping me. They were jerking me around. Retaliating for the poor review I gave them on Google. Not a trustworthy company. read more

I am in market to buy furniture for new home and I am very please with the free design consultation I have received from the West Elm staff. Katie was very quick in accepting the time frame that worked for me and gave great advice on the furniture that would go with the theme I had in mind. I would highly suggest West elm consulting and furniture. read more

Ordered furniture in April, original ETA of June. Then pushed back to July. When our 3 pieces arrived only 1 was as ordered. One chair arrived in the wrong fabric and the couch was broken. Took West Elm a MONTH to reorder these pieces instead of rushing to make it right. I'm currently sitting in a living room that is couch-less and will remain couch-less until CHRISTMAS. It is going to take 9MONTHS for West Elm to get this couch to us. The replacement chair just arrived so that took additional months to get. They have done nothing to try and make it right. Not able to expedite this order or give us a lender. TERRIBLE and DISAPPOINTING customer service. Look elsewhere people. They don't deserve your money, time, and emotions. read more

Similar experience to all other users. Ordered a couch, was told it would ship immediately, and then it was suddenly back ordered. The issue was that I was 34 pregnant and needed the furniture for family to sleep on while helping with the baby. I called numerous times to try to get the furniture expedited, and I was given the runaround. I heard everything from "I promise it'll be there by your delivery date" to "There's nothing we can do." After I finally canceled the couch and submitted a complaint to corporate, a supervisor (who insisted "the buck stops with me") told me that I only wanted compensation because I "had a baby and thought I deserved it." She also asked me "Are we done?" when I told her about my experience and how completely unacceptable it was. Love the look of West Elm, but it's not worth being treated so poorly. read more

We really tried. Call in for delivery of big flower pots. Show up load them in our car. Get home - the wooden holders are scratched. Missing bolts. Pots scratched. Well could be just pandemic / worrry/ oversight that the West Elm person would put dirty scratched damaged pots. Had to wait a week to go back return. We have a special order couch being made Patience. Return the pots. Couch arrives. Hole in the back of the leather. Could be delivery people. Leather chair shows up. Scratched seat. Missing bolts. Call up. No sorry. Nothing - return it they don't return the full amount we paid for it. Call them up. Brandon who works there? No apology. Get this? He'll have customer service call me in 3 maybe four days. Then no sorry. Just hangs up on me. No goodbye. Poorly managed store. Brandon is a manager too. Customer service matters. read more

Honestly, one of the worst online ordering/return experiences I have ever had. I bought a duvet from West Elm online for $239 and immediately realized that I picked queen instead of king. The first flaw here is that there is literally no area to make an adjustment anywhere on the site and at that point their customer service line was closed. I decided it shouldn't be too much of an issue and called immediately the next morning prior to it being shipped. They told me that there is no way to change the order because it was already dispatched to the warehouse and that I would need to fully return the item first in order to purchase the king. I called this store and asked if there was any way I could just come and pay the difference for a king to exchange the item given that I used affirm to purchase this duvet with their 0% financing since I am buying tons of furniture right now. They told me I would have to fully return the item and wait for affirm to credit me my item then would have to repurchase it online if I didn't want to pay up front. I was extremely proactive in trying to fix my error but it's apparent that there is absolutely no room for error at this store. Now in order to actually receive this new Duvet it will have cost me about 4 hours of time and will have taken over a month to go back and forth. Super silly processes and definitely don't have the customer in mind. There is no wiggle room to work with the company and at this point, I think I am just going to return the duvet and get something elsewhere because this has been the most frustrating experience. read more

I recently purchased a vacation property and placed a large order in November to furnish my new space. I phoned support and had smaller items delivered to my home address, with larger furniture/items set to deliver to my new space after my closing. I specifically chose items that were in stock and set to be delivered around my closing date. Customer service did not correctly inform me that a Leesa mattress could not be scheduled for delivery with my other large items. This item was set to be delivered prematurely to a vacant property. I caught the agents error and spent about 1 hour on the phone with customer service working through options. The agent assured me all was taken care of... which it wasn't and the mattress was "delivered" to a locked apartment complex that couldn't receive the shipment . I spent another 3.5 hours on the phone with WE's customer service trying to locate the package. Their system crashed multiple times while on the call, pushing me back to the start of the service line, where I once again had to wait for a supervisor to help me. I was incorrectly informed that I had to go to Leesa directly to manage the refund and reshipment. Leesa informed me they couldn't assist me and I had to work with WE's customer service since my order was lost in transit. Another 2 hours on the phone and on hold, I finally spoke with a supervisor. The woman who helped me corrected the issue, "refunded" the mattress, and set us up for a redelivery to our home address. Except she didn't. Instead she completed about half the job and the mattress was not set for redelivery. I caught her error about a week later, contacted customer service again. This agent stated she was able to correctly set up the delivery. Fingers crossed. In addition, all the furniture I had ordered went on "backorder" and won't be delivered until 2021. I will now either have to stage the house in order to rent the property for the new year, or will miss out on the intended revenue. Had I known what I was walking into, I would have purchased my furniture from a different retailer. Hours of my time, poor outcomes again and again. read more

DO NOT ORDER FROM WEST ELM! I have warned you. My boyfriend and I just bought a home and eager to decorate we started looking at West Elm. Worst mistake we've ever made. We ordered a dining room table and a bed. The dining room table was promised to be delivered 8 to 10 weeks after we ordered it. After waiting 2 1/2 months for the delivery the day finally came and when the men came to unload the table they discovered it had a huge crack in the center and they had to re-order it for us. Que to another two months of us waiting and it's finally delivered what a relief we didn't know if we were ever going to get it! Now the bed. When we originally were going to get the bed the estimated delivery time to our ZIP Code was about 6 to 8 weeks. Once we clicked submit on our purchase and it ran through our credit card they informed us it would actually be 3 to 4 months until it would be delivered. This is a completely unethical and probably illegal business practice by West Elm. Nevertheless we thought that's a little weird but OK I guess we'll just wait for the bed. After about four months we finally get a delivery notification and the men bring the bed in and start putting it together for us. Then they informed us that they were missing three crucial parts that held the bedframe together and they needed to contact the warehouse. Cut to us laying our $3,000 mattress inside of the bed frame on the floor for one month. After we don't hear anything from West Elm we reach out to them to confirm our part is being delivered and they say they have no record of it. I have no idea how they cannot seem to get it together when people are spending good money on their furniture and they seem to have no regard for customer service. The whole point of the story is please do not spend your money here I beg of you. You will think "No, I don't think they're gonna fuck up my order, it's a reputable company", but I promise they will they will find a way to fuck it up, and you will be waiting months on end for furniture that will probably be broken or missing a part when your delivery day finally comes. read more

Do not purchase anything custom from West Elm. I'm on month NINE waiting for 3 couches that I purchased for our business. When you speak with customer service (which are all very friendly), they will say that these are coming from a vendor overseas. They will promise a call or email back as they confirm timing and you will NEVER hear from anyone again. I've talked to West Elm at least 1-2 times per month (as they update the order online but nobody ever reaches out) and I'm seeing yet another delay. As my couches have reached the US, there will be another month for them to be delivered (at minimum). I understand delays, especially in these times BUT the complete lack of transparency and no proactive communication is truly frustrating. If you order from West Elm, be sure not to order anything that is not in stock as there is no accountability. read more

Decent products but shitty delivery and customer service. Appalling that I paid $250 for 3rd party "white glove delivery" in which the delivery people assembled wooden furniture on the street, without any sort of padding underneath. All of the furniture was scratched and refused. Replacement chairs also damaged during delivery. Complaints to customer service went unanswered. Fast forward to this month when two upholstered chairs were delivered with obvious damage. I waited two weeks for someone to come out and confirm the damage, despite having uploaded photos to them the day of delivery. I am done with this company. read more

Ordered our sofa and sectional ($5K) on June 21st. West Elm provided a delivery window of June 29 - July 13. Called on July 13 to see where our furniture was - automated system told us someone would call us on August 11. Now I've been on hold for 20 minutes waiting to cancel the order so I can go buy furniture from a company that actually has some and can deliver it to my house. And hopefully a company that communicates proactively, rather than leaving me to assume I will have furniture by the date I was told, only to find that it was dirty, dirty lie. read more

Ordered the Mid-Century dining table. Soooo nice looking. Took forever to get it, but not longer than quoted. Get it home and find out the corner is damaged. Back to the store I go. They order another one and it takes longer than quoted. Finally comes in, I go to pick it up and see that the box is already beat-up (crumpled on one corner and missing part of the box entirely on another). I'm like "can I open it here and check?" And they're like 'yes' but I'd have to sign a waiver. So I just take it home and before I even take it all the way out of the box I can feel one of the corners was splintered and sticking through the "protective" styrofoam and cardboard. Aaaaaand straight back to the store I go. Dude knew right away not to ask if I wanted to order another and just refunded me. He was a good guy and had helped a bit with my previous return too. Yes, the table is veneered, but knowing that they should be boxing it better and also opening it first to ensure that it is not damaged. Maybe box the pieces separately? Shows how big of a markup there is that they can afford to trash two tables when they could just box it better. West Elm stuff looks nice but is cheaply made. Should also note that if you go there you need to go to the check out counter for help finding something. There is an area with designers and they won't so much as look at you because they're designers and so busy designing designs that to take a second to ask if you need help is beneath them. Can't say that other than the two people who I dealt with for returns that anyone was friendly or helpful. Won't be back. read more

do not waste your time or money shopping at this place! they are completely disorganized and do NOT care about cusotmer service, we purchased a dining table from this place towards the end of october 2023 and paid the required $300 delivery fee. They "delivered" on Nov 18th but did not bring the hardware, they left the table and legs (very heavy) in the middle of our living room and just left, we assumed they would be coming back later the same day to finish setting up but when we did not hear back, we called them and found out they could not find the hardware. we  went back to the store and spoke with the manager, and spent over TWO HOURS trying to figure out what to do. they said they can come pick up the current item and promised us an expedited redelivery on a new table between dec 3rd and 13th. they came back on Dec 3rd and only brought a table top, no legs or hardware, we sent them back, they called us the same day saying they have the legs and the hardware and will delivery again on Dec 13th. they came back today with the top and legs and NO HARDWARE (Exactly where we were about a month) and without a plan to fix the issue. They say they have an "investigation" to figure out what has happened. but we have to pay for this table and our west elm card, without any plan for them to figure out what has happened or any guarantee that they can actually deliver this table. We have had to wait at home for them on FOUR DIFFERENT DAYS, had to go back to the store TWO additional times, and have wasted countless hours on the phone with their customer service. We spent so much time picking out this table and were supposed to have it for thanksgiving and the rest of the holidays, now we don't even have enough time to get a table from another store in time. This is so unacceptable for a place that calls itself a luxury furniture store and charges $300 just for delivery! when we asked for a refund on the delivery fee, they said that is "impossible"  because it is a third party - why would you pay a third party hundreds of dollars if they are incapable of doing their job? the store manager, Rueben, promised us he would be "on top of this issue" and follow up and make sure all the items were there before the attempted delivery, but has made ZERO effort to follow up at all. so completely disappointing. don't waste your time with this place! read more

west elm - Furniture Stores Near Me - Denver, Colorado

I ordered an in stock chair in January, was told delivery Feb. Then was told May. Now being told delivery August. Customer service is vague with where the chair is coming from or any other piece of helpful communication. They are very nice to say I'm sorry, but this is ridiculous. I look forward to getting the chair so I never have to shop here again. read more