I had posted before about West Elm's terrible customer service. The table finally arrived and was missing pieces. Was going to take three more weeks for replacement. This would have been two months after the order was made. Customer service was surly with me. I had to cancel the order because they just weren't capable of doing business. I'm just floored. read more

After getting their catalog for a while, I was glad to see a West Elm store in Denver. The store doesn't have everything in the catalog, nor do they let you order something if they do not have it in stock and have it shipped to the store for free, but for accessories (end tables, pillows, bedding, mirrors, etc.) I'm not sure there is a better store. Plus, they have great sales (i.e., 20% off bedroom furniture) if you can catch them, it is definitely worth it. read more

We have just had horrible experience with west elm. We ordered a media console that was supposed to be delivered Saturday between 1 PM and 3 PM and it's 5PM and we have heard nothing! Customer service says the driver may have ended his shift and gone home but all we can do is wait. Will now have to take a day off work to wait for a shipment that may never come. Not the first horrible experience I have had with this store - crazy read more

I have consistently had AMAZING customer service from West Elm. Last weekend Ruben helped me order a rug and he as so nice and pleasant to deal with. Our previous rug had worn horribly (a fluke) and the manager agreed to exchange it. This will keep me a customer for life ! They really stand behind their products and care about the customers. A major plus that I love EVERYTHING in the store. read more

terrible customer service. I bought two $3000. + sectionals from West Elm in June. One arrived in 3 months (i was told 6-8 weeks), the other arrived damaged after about 4 months. I have been given phone numbers and emails for customer service, all which are invalid. My original sales person NEVER contacted me after my purchase. Very disappointing. You have lost a customer West Elm. TERRIBLE. There are better options out there read more

I am so beyond frustrated with this company. I am a designer and spend enormous amounts of money at West Elm, and refer them to clients all the time. I've always known they don't have the best customer service, but this time they've gone too far. I ordered a custom sectional from them at the beginning of August (that's THREE MONTHS AGO) and have had so many issues I can't even list them all here. Short list : they delivered half of the couch on time, but their in-home delivery guys wouldn't bring the part of the couch they DID deliver upstairs without me signing a damage waiver because they said they'd probably damage the walls (what the ACTUAL f***). I have called about the remaining half of the couch almost daily so I've had the pleasure of speaking with a multitude of incompetent people, one straight hung up on me and none were able to connect me to a supervisor. One said they would email me so I could work directly with her but never sent an email, another said they aren't allowed to email customers at all. The latest is the missing half of my couch that was supposed to be delivered Friday of this week is now pushed out another two weeks. I don't think this part of my order has even been built, and if it has, the likelihood of the fabric being from the same dye lot as the first half is incredibly slim. Unless you are buying directly from a storefront, DO NOT order from this company! read more

west elm - Third time the estimated delivery date was pushed back - it was pushed 3 weeks each time. So ridiculous. - Furniture Stores Near Me - Denver, Colorado

So far not impressed at all with their designer appointments, as I called twice a couple weeks ago and talked to two different women, but no one ever called me back to set up an appointment. Told them I wanted someone to come measure my oddly-shaped living room, as I'm in the market for a new sofa (sectional) and other furtniture. Guess they don't need my business. Too bad read more

We recently ordered Tri-Ply Copper Cookware from West Elm and were so happy when it arrived. When we unpacked it and washed it, we decided to hang them on the kitchen walls of our loft. So most of what we purchase these days is inherently assumed to be made in China, however, under the elegant ""West Elm - MARKET" branding is an equally as large "MADE IN CHINA". I'm disgusted. A tiny "Made in China" would have sufficed. Not something I would want to boast about. read more

Hands down the worst furniture buying experience I have ever had. We picked out and ordered a coffee table and media stand in the Denver store on June 24. Our salesperson completely lied and told us our pieces were in stock and they would be able to deliver them within 7-10 days. Well after 2 weeks went by and we still hadn't received a call to schedule delivery I called to follow up and was rudely informed they actually were not in stock and that we would get a call to schedule when it was in stock. The furniture was finally delivered in July 25- the media stand and BROKEN coffee table. That's right, we waited a month for our "in stock" coffee table to be delivered broken. The delivery guys were nice at least and they took the broken table back with them, however apparently nobody was informed that it was delivered broken and needed to be replaced ASAP. After 3 days and no call I followed up and not only received no apology, but also was told it that it would'nt be in stock until August 13-20 and we would get the delivery scheduling call. August 22 rolls around and huge surprise no call from West Elm as they have the worst customer service I have ever encountered. So I call today, and am told our table isn't scheduled to be in stock until August 24 now. 8/24 is Friday, today is the 22nd- I'll have to come back on and update this when we still don't get a call or have furniture 2 whole months after purchasing. Oh yeah, and here's the cherry on top, they have been charging us interest on our West Elm credit card for the table we haven't received yet. The credit card company finally processed removing the table from the card today (after a month of fighting with them), but now we are fighting with the bank (because West Elm's awful credit customer service can't help us). I don't know what is wrong with the Denver West Elm or their customer service, because I've ordered online from them before and had no problems. My advice is to avoid at all costs. PS: we STILL haven't gotten one apology with the dozens of people we have spoken to. read more

Love this store BUT don't even bother having anything delivered to your house! I have ordered things twice for home delivery and both have been a nightmare. Both deliveries were well outside the window that they provided with absolutely no communication. Incredibly frustrating and won't be ordering anything for home delivery again. read more

I love West Elm. The what I believe to be manager on duty tonight made me not love it as much. I called earlier today to see if they had a certain set of curtains which they said they had and would hold for me. When I got there they were linen cotton not stone white cotton that I had asked for on the phone and then drove through traffic to pick up. At the counter I was treated very poorly as if she had zero patience. I would have been fine if she had treated me with respect.. Instead she insisted its the same item number even though you could see online the color is very different. Stone white vs off white. The texture of the curtain was even different. Not a satisfied customer today :( read more

Debbie is the best! I called the store with a dilemma, and she was able to solve it quickly and get my table ordered for me! Details follow... I had found my dream table on the West Elm website, it was on sale with extra rewards with the West Elm card. I applied for the card and upon approval somehow missed my temporary card number. Called the store, as neither the website or card service staff could help me and I was quite frustrated. She immediately was able to remedy the problem, and was so friendly and efficient. This saved me a trip to Denver from the Springs. Thanks Debbie, you are the best!!! read more

Today I visited the new Restoration Hardware store and felt it was too large and the size of the furniture was mammoth! The staff was cold and I did not get an hello from anyone!! I did however go across the street to West Elm and found the merchandise and staff to be exactly what I was looking for!! They were able to answer all my needs and I ended up a very happy customer and will definitely be back!!! read more

My couch was delivered today (11/29) at 12:50pm to 80202. The delivery guys were nice friendly and professional. I have had a great experience from start to finish with West Elm Cherry Creek. read more

Staff that doesn't know how to do returns. The two times I have come to this store I have spent over an hour not by choice. Tried to buy something in stock but was not allowed to bc it was the only one in store. What??? You missed a sale! Common sense, have them send you another one. Then they want me to purchase item online and charge me $139 for shipping a small coffee table? I just got an item online and it came damaged so bottom line is your store is incompetent at all levels! Including online!! read more

The service at the store is great. Christy (or Chrissy... omg, I'm sorry, I'm horrible with names!) was really helpful. She gave helpful design suggestions and helped us get some awesome deals on the truckload of goods that we bought. I haven't gotten my first delivery yet and I'm already contemplating my next purchase. I'll definitely be back again soon! read more

To be fair: West Elm sent a furniture Dr who quickly put the bed together correctly. The paint has long since dried in the stairway and I've been enjoying my new bed ever since. read more

I love West Elm designs, but their prices are very jacked / padded. I tend to agree with most of the reviews about customer service at the Cherry Creek location. Not welcoming, and tendency to be arrogant. Recently I was at work and called to see if they had a SKU in stock. I was focusing on laptop work, so I wasn't paying attention to time while I was on hold. After a while I looked at my phone and 13 minutes had passed! I hung up and called back, and after another 9 minutes, I received my answer. When I got to the store- multiple items of my SKU inquiry were stocked on the shelf about 15 feet from the front desk. I have a 2 year old Crobsy sofa and the craftsmanship does not match the $3,100.00! price tag. It is a tailored mid- century design, but it already looks shabby and the cushions have broken down. For my 135# body- it should not look like its 5 years old. West Elm: train your associated better customer service and change or upgrade your material quality with the furniture manufactures you contract with. So many poor reviews of your sofa furniture and customer service will eventually catch up with you. read more

I have had an incredibly frustrating and disappointing experience with my West Elm furniture order and delivery. The West Elm employee who originally helped us in the store told us that the dining table we ordered through her would arrive at our house in mid-July, which was the main reason we ordered that table instead of the larger one which wouldn't be ready until mid-August. Several days later, West Elm tells us over email that they won't ship the table separately from the two couches we purchased since they wanted to deliver everything together in mid-August, a full month later than we were told we'd receive the table. A few days before our scheduled delivery date, West Elm notifies us that one of the couches will not be ready for delivery until the end of August, yet they were somehow okay with making separate deliveries at that point. On the day of our delivery for the dining table and couch, they arrive with only half of the couch and tell us that we should have been notified that one piece of the couch was not available for pick-up at the warehouse. However, no one had called us to let us know. So now we have our table (one month after we were told we would get it) and one half of one of the two couches we ordered. No one has told us when the other half of the couch will arrive. We have complained to West Elm customer support several times, but their response has been half-hearted at best. It doesn't seem like anyone there even remotely cares. This is the last time we'll be shopping at West Elm. read more

Lori who works at this location was super helpful in helping me locate the item I was searching for. She went above and beyond to ship it to me in time for some renovations from Denver to Chicago. Thanks Lori! read more

WORST customer service. Purchased bed and three years later still fighting with customer service. Threw out bed and started over at Crate & Barrel. Throughout the process customer service was rude and unhelpful. Given the poor quality of the furniture and the abysmal customer service I suspect this company will go out of business. read more

Having just moved to Denver, I went to West Elm looking to purchase a bedroom set that I'd been eyeing for quite some time. My concern was that West Elm (as a company) seems to really up the price of items with the white glove and shipping charges associated with large furniture items. I expressed this concern to my salesperson/furniture angel, Morgan, and she went above and beyond to help find items in the warehouse or in other stores so that I could avoid accumulating these additional charges. Morgan was extremely patient and positive through any issue we encountered and really helped me get the items I needed at the best price point possible. She even gave me some great personal advice on how to take care of the reclaimed wood pieces I purchased. If you find yourself in this store, I'd highly recommend working with her! read more

I looove West Elm and I shop there online pretty often, but there are certain things you just need to see in person. This is a nice, small-ish store but they do not carry a lot in stock, so you'll end up ordering things online and then going there in person. Not my favorite use of time. Some of the employees seem to sense this inherent frustration and are just not as friendly or helpful as they could be. Every time I've come in, I wait at the counter for someone to help me. I'm standing here, that is the reason, guys! So...awesome company, but is this the way every west elm store is? Not sure read more

We ordered a mid-century dining bench in April. Yes, April! We were supposed to have it delivered in 4-6 weeks. At 8 weeks I called customer service and the agent promised to look into it and call me back within 3 days. No call back. I called again. New agent. Same story. No call back. The following week I called again. 3rd time is a charm, right? Not at West Elm. The 3rd person promised and promised they would call back and never did. Finally after calling the store directly, a manager got involved. But as soon as she would let go of the search, everyone else reverted to "it's lost". Finally, in June, it was delivered. But the buttons were loose. They ordered a replacement for us to be delivered on July 27. Today is October 17. Still no bench. And we continue to get the corporate runaround. "We are working on it. We have escalated this. This has our highest priority. ". Really? read more

Anything below a 1 star? Kept getting the run around on my order. After 7 weeks it's still not here after promising a final day. Apparently they have to climb Mt Everest to cancel an order. Wouldn't do business here ever again. read more

My wife and I have consistently had good service here. We've bought a couch, dining table, media console, credenza, coffee table, end table, and other items at this location. The staff has been friendly, welcoming, and helpful. read more

Even though what we wanted wasn't able to be shipped to the store the employee was so helpful! She took a ton of time to help us and tried the best she could to fulfill what we wanted. read more

I had such an awesome experience here and recommend this store fully. The stuff is more affordable, beautiful AND SUSTAINABLE (read their story). The sales person, Nicki was super helpful and I'm very happy with my new dining room table and bench and the entire experience I had there. I will most definitely be purchasing furniture there again. read more

Terrible customer service. Waited forever at night for help, then they gave me the wrong product. Didn't realize until I got home, returned the next day. Waited again, and then was told item was final sale, and couldn't return. It was their mistake!!! They allowed me a "one time exception", but the guy was so rude about it, I couldn't believe it. read more

Great store in terms of product selection, originality, and customer service was very friendly.

I gotta say I was not happy with the customer service in this store. The manager took care of me but only after this snotty and rude sales girl passed me on to the mgr. She really needs to learn how to take care of people. Larry read more

I've been in the market for a sofa for a very long time. I went into West Elm on a Saturday morning and they were far from busy. I walked through the entire store sitting on several sofas, taking my time at each one. After about 20 minutes and being passed by several employees without a single one acknowledging my existence, I left. The next sore I visited was Room and Board where I was immediately greeted and helped, and I also purchased a couch. read more

Some of the worst customer service I have ever experienced (other than Lisa the one person in the store who actually tries to be helpful). Will not be shopping here again. Also - do not fall for their scheme of having you open a west elm card for rewards dollars. Once you pay off the thousands you spent in their store they will not allow you to redeem the rewards. Basically will treat you like garbage after they have your money read more

I was the only customer in store with about 6 assistants, not one of them acknowledged me let alone greeted me or asked if I needed assistance. So I took myself off to Pottery Barn along the road, they couldn't have been more welcoming so suffice to say they got my $200. One star above for west elm is one star too many. read more

I love the selection of this store. They always have new and good inventory. Prices are a little high comparef to other homes stores in the area. Nice people work there and are very helpful. Parking is a nightmare! read more

These ladies are the best! Took great care of me for an online return, making sure I left with the product needed. Katie, the manager, and Lori, lead designer, were friendly and informative. This place obviously cares about customer service. Stop by this location for the best service and top quality interior decor and design. Love West Elm, and love this location! read more

I bought a custom couch that took ~8 weeks to make from WE and the quality is terrible for the price. The cushions look worn out and under stuffed and it had a rip in it, I will not be purchasing furniture from WE in the future and do not recommend! read more

West Elm is a weird place. Its a nice modern and stylish furniture and accessory store. The store seems to go through periods where you love everything in it to not one thing looks good. I think that this store sometimes struggles to find its niche. On the plus side the staff always seems helpful and you always see them with customers. read more

Hello, I went to your Cherry Creek Denver, CO location, 7/22/2015. We arrived about 7:45pm. Right away an associate female asked if we needed help (was there with my three children are pretty well behaved). I informed her we were looking at the throw pillows. It was 8:00 then another associate member, Troy, came over to us and told us they were closed. I asked if we needed to leave. He said no to just finish up what we were doing. I felt rushed at this point and got my four shams and one accent pillow with sham. I hurried to the register and then told him I needed one more of the accent pillows. He said that was all he had. I went to get another (I wasn't sure where those were since that accent pillow I wanted was on a couch). Then the kids mentioned they had seen another one and lead the way to it. I then told him that they did have more. And he said, "Oh I was referring to what was on the floor...that's all we have." I then told him that I wanted his help getting another one in which he just replies, "Oh." All-in-all, I felt RUSHED and ended up getting the wrong size for one of the shams. I asked my husband if he could go exchange it today or tomorrow since I don't want to be treated like he treated me yesterday. I'm not sure if it was because I had kids, because he wanted to get out of there, or what! It was not a fun or pleasurable experience. read more

I've been to west elm in cherry creek at least a dozen times over the past couple years. Every time it's the same poor customer service. I appreciate that they aren't pushy, but it takes a very long time to get a sales associate's attention. I literally have waited 20+ minutes for someone to notice that I need assistance. There are always sales people sitting at the design lab table on their computers...usually they don't have clients sitting with them, so I just assume they are trying to avoid helping customers. In my experience, when I've finally been able to get someone to help me, they often don't know the answers to simple questions about products and inventory. And then there's the manager that stands in the front center of the store. He just watches everyone and possibly monitors the registers or watches for shoplifters. Whatever he's doing, it's sort of creepy. West elm could learn a lot about improving their customer service from retailers like crate and barrel and Nordstrom. From now on, I'll make all of my west elm purchases online. read more