The whole ordering process, delivery, and damages process has been extremely time consuming and frustrating for our small business. We have spent hour's just ordering furniture, following up with UPS, calling the quality department, sending pictures, etc. to get our furniture that was delivered broken, fixed. Our table was replaced (after a million phone calls) we packaged up the old one and sent it back. It took several phone calls to schedule the pickup of the sofa to take it to the repair shop, and another few phone calls to schedule the delivery back to our office. Today it was brought back and it was still, not fixed. The delivery guys let us know we would need the whole sofa replaced. Besides the frustration of not having the high quality, high priced furniture that we paid for we now have to spend more time getting the broken one replaced and now wait several months for it to be custom built and delivered. This is on top of being charged for a white glove service that was a mandatory charge for putting together the furniture that never happened, we unlike other frustrated people, will be taking the time to turn West Elm into the BBB because this kind of shady service is an unacceptable way to run a business. read more

We came to West Elm yesterday hoping to take a look at a sample of the Rosewood finish. At first, we couldn't find anyone to help us. We asked a woman in the design center if we could look through a box of wood samples we saw, she looked through most of them, and said there was no rosewood sample. We asked if anything in the store was rosewood, so we could get an idea of the color. She said no. She turned and started working on a computer, and I thought she was looking for a good example of the color; after waiting a few minutes, I realized she started helping someone else. At this point, I was a little frustrated. Then Edward asked if we needed help. We told him that we wanted to see the Rosewood finish, and he asked someone in the warehouse to bring up a nightstand so we could see it. He asked what product we were ultimately interested in, and we told him the Mid Century Bed (which is no longer available in Rosewood, but we were told we could order via backorder over the phone). Edward said he thought he saw one in the warehouse about a week ago. He looked in his computer system, which said they did not. He called the warehouse, they said they did not. Then he called again and explained where he thought he saw it, and they found it! It was the last one, on sale, and he even helped us find a coupon code for an extra percentage off! He was awesome to work with. Oftentimes, we, as young professionals, feel like we don't get the same service that other individuals who look wealthier receive - I don't know if they don't take us seriously, or if they just don't think we're there to purchase. But Edward made us feel like we had his full attention. We walked out with the queen Mid Century Bed, and two of the Heston night stands, in Rosewood. All at a discount, and all in stock. We couldn't be more pleased! read more

I love west elm. The store in Cherry Creek is small compared to other cities but the staff here is awesome. I came here last year during their after-Christmas sale and spotted some cut log side tables (being new to Colorado, I was excited to make my house look like Forest Room 5) that were 75% off and while I walked around the store, someone came in and bought one of them. I really wanted two so a salesperson tracked one down for me at another location. After I walked around the store some more, I changed my mind entirely and didn't purchase either, and just settled on some ridiculously cheap dessert plates and ornaments, but they gave me no grief. Furniture can be overpriced but I've been very happy with the quality and I only purchase during steep sales. Their linens and rugs also hold up amazingly well, which I didn't expect. I've had tremendous customer service in other stores as well as over the phone so I'm a repeat customer. The style of west elm is no longer unique, however I'm a sucker for it so I love coming here. read more

Nice product but terrible customer service. I bought a desk for my home office. Part of it was in a warehouse in New Jersey. I get conflicting and incorrect answers every time I call the customer service. One day they will tell me that's it's in transit and the other times it hasn't shipped yet. The store manager I fact told it was shipped. Then changed her story. Very misleading and inaccurate. Better save your time and go elsewhere. read more

I just purchased two expensive wall mirrors which then went on sale for considerably less. I called to ask if I could have the sale price since a just received them a few days ago. West Elm agreed to give me a merchandise credit to be used towards the purchase of something else but only after I pressed them. They refused to refund the difference between what I paid and the sale price. It is hard to feel good about a purchase that you know the next person who buys it is getting for a lot less. Poor customer experience in my opinion. read more

I was pleasantly surprised to walk in and see the prices so reasonable. They have a fantastic selection of chairs and other fun pieces for the home. I would avoid the couches, as they look like dorm room furniture, but very cool beds and tables. They also have lots of bedding and rugs. What I really liked about the experience were the friendly and helpful sales staff. They weren't pushy at all, yet totally were able to answer all my questions. read more

My husband and I went into West Elm to buy one item, but we had such a good experience with Lori Williams that we ended up buying 4 other items! She was super-helpful in understanding our needs and making thoughtful suggestions. read more

Do not shop at this store. My entire purchasing experience has been negative, and now I'm trapped into them taking my money without receiving my furniture 3 months later. I ordered a sleeper sofa that was supposed to be delivered early November. Now the online racking number says December. I've tried multiple times to call the store and their phone rings for minutes and then someone hangs it up. I know the number works because the automatic voice says to hold for a West Elm associate. Super shady. They will be plenty helpful to get your credit card number, but once they have it they treat the customers like crap. I called the companies pain number and told them I want my money back. That this wait keeps getting longer and I'm done. They said their hands are tied and that I have to call the store. read more

This rating is 100% as a result of the customer service that Lori Williams provided. She spent a dedicated hour and a half with us on my first visit and helped me identify design options that would compliment my new living space. She was thoughtful and respectful of my financial limitations. When I returned for a few additional pieces, we planned in advance a day that worked for both of us (she was remarkably flexible with my awful schedule) and we picked up where we left off. She encouraged me to think more creatively about certain pieces, which I really appreciated and I've been thrilled with the pieces I've ended up with. Moving in and investing in furniture can be overwhelming, and I couldn't have asked for a better experience. read more

I want to give a shout out to the loading bay crew last week. They were fantastic and the guys were really helpful. My friend and I got some amazing pieces which the guys helped us load. They were super friendly. However when I went into the store I had a now sleeping toddler in my arms and then stood in line to pay. I waited what seemed like forever at an assistants line who finished with a long transaction but then failed to even acknowledge me. It doesn't cost a thing to smile and acknowledge a customer in line and just explain that you are working on something else. Perhaps it was because I had my old jeans and a t shirt on (as I knew I'd be moving furniture) but she made me feel like I should not have even set foot in the store. Note to management, it doesn't matter if someone is spending thousands of dollars or coming into buy a wine glass, all customers should be treated with the same respect. Just a thought from reading the other reviews. Other than the less than friendly in store sales associate, the guys outside were outstanding. Shout out to them! read more

We love west elm and I think the quality is great. We have also had great experiences with sales reps. However I will never buy furniture from them that they don't have in store. We ordered a couch that was quick ship. It took 8 weeks. After 6 weeks passed i called turns out it was sitting there they just never called us. Then it took 2 more weeks before they would let us come get it. I was calling daily. Also Ordered 3 chairs that we were suppose to get in 6 weeks. 16 weeks later we are still waiting for them. I call 2 times a week and every time I am told something different. Do not order from them!!!! read more

Worst customer service, ever. Period. Love their merchandise but will never shop with them again.

I agree with the others that while the products are great, these employees are terrible. I loved the employees at my Socal West Elm but these people are useless. They also don't have many of their signature items in stock so you have to pay 20%+ higher to ship the products to your home. Ugh, why have a store? read more

I would not recommend this company. We purchased a couch from them just over a year ago and it has not held up. The cushions are breaking down and it looks awful. Certainly not what I expected after paying over $1000. The fabric has stretched so that it looks wrinkled all of the time. My husband and I are petite people so it is not from too much weight. I called the company and they refused to replace the cushions because it had been over a year. Next time I will purchase from a company that stands behind their products. At least I still have a lot of furniture to buy in the future so I am glad that I found out about the lack of quality in their products and their customer service so that I can purchase from another company who stands behind their products. read more

I went there recently and had a wonderful experience. I was greeted walking in the store, the sales associate knew the product I was looking for, and it was a great experience. read more

I have purchased a number of items from this particular West Elm and never thought much of it, but this time was different. I respect that all stores have return policies for mutual benefit and consistency, but this go round, I went in to the store, politely asked them to make an exception, explained my scenario and they worked with me! I found the customer service professionals kind, helpful and very understanding. I stand behind every product I have purchased here and this experience solidifies my loyalty to the West Elm brand. Thank you!! read more

helpful, friendly staff. great stuff. fun, non-pushy environment. go. enjoy!

A couple of months ago I purchased a new sofa and ottoman from this store. It was delivered faster than expected and the delivery men were friendly and professional. I recently purchased a dining room table and chairs but this time I opted to pick up the merchandise myself. The day I went to retrieve the items there was an error and one of my six chairs was not available. The manager, Anna, was quick to address my issue with me and get me on my way. Within 2 days the missing chair was located and I was notified that I could pick it up. In the mean time I found a slight flaw in the table I purchased. After calling the store and speaking with another manager, Brad, I was not only offered replacement of the table but he also offered to deliver and set up the table and the missing chair. They also kindly brought a tray I purchased over the phone - all at no charge to me. The delivery team was very courteous and professional and made sure to clean up before they left! Unfortunately we can't always have a perfect experience but in this instance the minor errors were addressed promptly and the West Elm team went above and beyond my expectations. For me this was a great customer experience and the people at this store have made me a customer for life! read more

I've had two big issues with West Elm so far. 1). In August, I ordered a dresser from West Elm, it arrived when it was excepted and looked great. I decided I wanted to order the watching night stands to go with the dresser. I called the Boulder store, talked to someone called "Red", that stated they had two in the warehouse and that she would put them aside for me so I could come pick them up that day. Its about an hour drive from my house to WE. My husband and I get there, the store manager said they don't keep items in the store and we would have to order it. So we drove for an hour for nothing. No follow up on an employee making false promises or anything. 2). The same time we ordered the dresser, we also ordered a headboard. We knew the headboard was on back-order and we wouldn't receive it until early-October. It was delivered in late-October and while the delivery guys were setting up the headboard, they informed me the hardware for the headboard, was missing. I had to call the store to get the hardware ordered again. I was told by both the delivery guy and the store contact that it would 5-7 business days and it would be sent directly sent to my house. 7 business days have passed and I called West Elm to check on the hardware order, they informed me it was on back-order again and I would have to wait until late January!!! Nobody called me to give me a update! I asked to speak to a supervisor. The supervisor wouldn't get on the phone with me and I was given two options: wait for the hardware to come in January (assuming it would actually come) or return the product. I decided to return the product. I'm still waiting for them to come pick up the headboard so I can get my refund. My fingers are crossed that at least this will at least go smoothly. Its extremely disappointing to spend this amount of money and to received such terrible customer service. We will no longer be buying anything from West Elm or their affiliate companies. read more

poor Customer service. All furniture that I bought had damage. Poor, poor, poor staff.

One of the glass discs on our West Elm chandelier broke and Andrew S., the Asst. Store Manager, went above and beyond to find a replacement disc for me. The company is no longer making the chandelier we own so corporate didn't have any replacement parts. Instead of saying 'sorry, out of luck', Andrew called who knows how many other West Elms across the country until he found a store that still had one in stock and got them to send over one of the glass discs. Talk about amazing customer service. Thank you Andrew!! read more

I purchased online from West Elm an Elton Settee Loveseat which I was told takes around 6-8 weeks to get built and shipped. The order was prepaid by credit card. After waiting the 8 weeks I heard nothing from the company, so I called to check on my order. I was given a UPS tracking number which wasn't valid so I called back to find out where my product was. West Elm proceeded to tell me that my order was delivered... I was shocked to hear this and asked them exactly where it was delivered too. Then I was told it was delivered to a warehouse for inspection and would be out for delivery soon. I waited several more weeks and heard nothing from West Elm. I called back again and I got the same exact story. Then after further discussion I was told that my order was not scanned into their warehouse and that it will take another 7-10 days for them to scan, inspect and ship my order. This was now close to 16 weeks since I had ordered and paid for this product. Another few weeks went by and I heard nothing from West Elm. I called again and got the same exact story. This was now my 5th phone call to West Elm. This time the customer service lady said we'll find your order and give you a 15% refund once you receive the item. Several more weeks went by and I heard nothing from West Elm. Today I called again, now around 20 weeks since I ordered and prepaid for this product and I asked for a full refund. After being put on hold twice for nearly 1 hour I was told they needed to issue an RA number and once the item was found they would credit my Visa card. I was nearly in stock after being told this, right? I then told the nice customer service lady that I'm going to call my credit card company and dispute the charges. I was put on hold again for a long time..... She came back and told me it would take 5 days to receive my refund even if they can't find my order. What do you think will happen now?? Will I wait several more weeks and hear nothing from West Elm? All I can say is since the internet was born I have purchased hundreds of products online, and this is the absolute worst experience I have ever had. It really makes me wonder if West Elm gives a S&#T about their customers. If I could give them negative 5 stars I would for wasting my time. read more

Do not shop here -- ever!!! The employees 'lure' you in with design dollars and then never apply them to future purchases. They are too busy being 'cool' to be helpful. Never, ever shop here unless you like being ripped off. read more

Shopping at West Elm with Lori W. was a joy. She was patient and extremely helpful when I started shopping for furniture for my new home. I had searched stores and websites searching for 'The Look' I wanted, only to find it at West Elm. Thanks Lori, I will definitely come back and shop with you! read more

Beautiful store layout, great products, friendly staff and managers. :-)

I've shopped at West Elm before but after my experience today I felt I needed to post a review. We were helped by Lori Williams and we couldn't have had a better experience. Not only was she helpful and friendly she was exceptionally knowledgable. We felt like we were working with our own personal designer. She looked at photos of our new house and made suggestions based on what we liked but couldn't really put together ourselves. We would highly recommend working with her - she is a true professional. read more

I would give them 10 stars if it was available! I had an item shipped to the store and picked it up. I went home, unpacked it and got ready to put it together. I then noticed a scratch on the top. I called West Elm to see if they could help me and was transferred to Mike, the Operations guy. He went above and beyond. Since the West Elm is a drive for me, he offered to have his guys come drop off the new piece of furniture and take the damaged one from us. I was not expecting this at all and was floored. The customer service that he showed me was excellent and makes me want to purchase more from their store. Plus, I am so in love with the piece of furniture I purchased! read more

I had a fantastic experience in West Elm. I arrived at about 1pm, not knowing that they had announced a huge sale that only ran for that particular day. The store was busy, very busy. I walked around looking for someone to help me and nobody was available. I spotted a girl behind the cash register that was being very friendly to her customer and decided that i would wait for her to finish. I did...what a good move that was. She finished the transaction and headed somewhere else. I asked if she could help me...i could tell she was very busy. She said yes...later i learned she was headed to lunch or something. Her name is Kensi (sp?) I wanted to look at a couch that i found in the catalog, only this store didn't have it on the floor. She proceeded to show me a variety of couches that had certain aspects of the couch i was looking for. She took her time, was so kind, helpful, knowledgeable and fun. Her skills in design and her fresh eye were top notch. She was so good, I will hire her as a personal designer. West Elm, she is a GEM and you are blessed to have her! read more

This location is always a great experience. Helpful staff and they always have something new for me to see. I walk it at times not knowing what I'm looking for but once the associates start pitching me ideas it all comes to me. Thank You West Elm Denver for always making me feeling welcomed read more

If I could give them negative stars I would. The customer service is horrible. I walked around for 30 min ready to spend a lot of money on furniture. I got horrible service. I went home to shop on line and called there customer service line with some simple questions and they did not know very basic answers. In addition several of there products are just cheaply made and look like they will last about 10 minutes after you buy them. read more

I am a frequent West Elm shopper, specifically at the Cherry Creek location and usually have a very positive experience. However earlier this week I witnessed an exchange between another customer and an associate that I feel obligated to share. With the holidays approaching, West Elm is promoting St. Jude's Children's hospital and asking for donations upon checkout. I was in line to checkout and heard an associate pitching the benefits of donating; explaining that giving $100 could earn you 10% off your purchase at West Elm for that day only. The customer explained that although she planned to purchase the expensive couch soon, she would probably hold off on her donation until the day she actually bought the couch so the discount from her donation would apply...a reasonable thought since they are advertising a discount when you donate that much money. A woman, who I believe to be some type of manager from my previous experiences at the store(blonde, mid 30s) turned around and very rudely commented to the customer, "because why would you donate $100 to a child in need if it wasn't going to benefit you?" I was shocked by this response, especially coming from someone in a supervisory role. It was aggressive and quite frankly made everyone in her presence extremely uncomfortable. What appeared to be the head manager in charge came over to diffuse the situation because the customer, and rightfully so, became very upset by this comment. I believe St. Jude's to be a wonderful cause and was happy to see the store making an effort to contribute, however the manager who was pressuring people into donating was so inappropriate that it ruined the spirit of the whole concept of charity itself. read more

My wife and I just moved into a new home and needed to furnish a number of rooms, including our own bedroom and our main living room. We'd shopped at West Elm before for a dining table and overall like the more modern style that their furniture provides. We proceeded to order around $7,000 worth of furniture from them, including a bed, dresser, large leather sofa, love-seat, chair, kitchen table, coffee table, entry table and area rug. All orders were placed online and all items were deemed "in-stock and ready to ship" at the time of purchase. What we didn't realize is that we were about to embark on a journey into the far reaches of incompetence that neither of us had ever experienced before. Where to begin? About two weeks after placing our order I logged back into the account to check status and the bed, the dresser and the chair were all now on back-order with ship dates 3-4 weeks out. No notification was sent to let us know that this was the case. The sofa on the other hand had been delayed 6 MONTHS with the order being placed in May and the ship date pushed to mid-October. Again no notification was provided to us. I called customer service and was basically told by the agent that this sort of thing happens all the time, that the agents themselves empathize with the customers and think that West Elm does a horrible job keeping their customers in the loop but there was really nothing they could do. So we proceeded to cancel the sofa and bought one from Room and Board instead (much better experience BTW). Here we are a month out from the order for all of these items being placed, and probably 10 calls to customer service in (three of which promised a supervisor call back which has never happened), and we've received the entry table, coffee table and rug. All other items are still in limbo and the online status/tracking mechanisms that West Elm offers are so massively antiquated and unreliable that you are better off just screaming out a window for a tracking/status update. On top of this stellar logistical system they have in place, you have to pay delivery surcharges on almost everything. The entry table arrived in it's original packaging (i.e. directly out of a shipping container from India) meaning that I had to assemble it - which is fantastic when I had to pay $40 for a "delivery surcharge" on top of shipping costs. The same thing happened with our coffee table...assembly required, delivery surcharge assessed. This isn't freakin' IKEA and the stuff being delivered isn't that heavy to warrant a surcharge. Consequently, we've cancelled about half of our order and went to Room and Board instead who have the processes, people and technology in place to support their customers needs. Point being...if Amazon can tell me when my daughter's diapers will arrive at my doorstep with pinpoint accuracy, there is absolutely no excuse for a company who is wholly owned by Williams Sonoma to be 6 months off in their delivery window for a $3,000 couch. We will not be giving them another dime and strongly urge others to do the same. read more

West Elm is a good option if you are looking for decent furniture without the high price tag. I should preface this review with the fact that I have a family member who works for the Williams Sonoma company, so the furniture I got was at a discount. In terms of service, the salesperson we worked with (Kristin) was extremely friendly and helpful and didn't make us feel rushed even though we were there for a LONG time. The manager on duty the day we picked our furniture was not quite as friendly or helpful, but not terrible. Our furniture was delivered (other than a few things that had to be backordered) and the quality was so-so. One dresser had drawers that had not been put together correctly before they were sent to us. When I called the store, the manager I spoke to (a different one) was not helpful and said he would call me back...he did not. We went in the next day, and they said they couldn't fix the piece, but they could either give us a discount if we fixed it ourselves, or give us a new dresser, although they were out of stock and we would have to wait 2-4 weeks. We went with the former, and they gave us $40 off, which seemed a little low based on the work we put in, but better than nothing. Overall, the service we got from Kristin was great but the managers were below average and the furniture, although it looks good, is not the highest quality. If it weren't for the discount, I probably would not purchase furniture there. read more

If I had dealt with them online only it would have been fine. Ordered a coffee table that arrived with defects. Decided to avoid the hassle of submitting pictures of the problem and re packing the table and waiting around for someone to pick it up. I just drove into Denver (I'm in colorado springs) to drop it off at the loading dock and get a refund. it's a beautiful store filled with beautiful things, and I could have spent hours browsing, but as an out of towner the traffic and congestion kind of got on my nerves. I just wanted to do this and go back to little Colorado Springs where I know my way around. There were two employees looking at computer screens, with no customers around except me, and one stopped looking at hers to give me a refund. It was a very brief interaction, and I assume any questions or comments about getting a full refund for an expensive coffee table would have been handled there and then. Her fellow employee continued to look at, and speak, to his computer screen (it was interactive I suppose, I'm older so am sometimes still a little startled when people speak to machines in public) without acknowledging either of us. It's strange, to someone who is older, when people do this. I mean, interact with their gadgets and machines as if they were the only people in the room. I realize no disrespect is intended. However, were I manager of this, or any other store that employs young folks, I might consider a class or two in Computer Etiquette 101, starting with: please acknowledge people who are in the same room with you. Just eye contact and a nod would have been fine. I guarantee customers will appreciate it. Who knows, whoever they go home to at night might enjoy it too. They say that is the number one problem many children have with busy young parents these days: mommy or daddy looks at the computer when I want to talk, or to play. But, hey, I can't change the world with a review for WE. god bless read more

I have had nothing but the most positive experiences at the Cherry Creek West Elm. I live closer to the Boulder store but prefer to drive the extra distance because they really know their stuff and they are so nice work with! I had worked with a designer here a couple of years ago to redo my bedroom and totally love it! It was a transformation. So when I redid the main level of my house, I wanted to furnish with a more modern look and went right to West Elm. I worked with a senior designer, Molly Lennan, who was fantastic! She was so patient, responsive and everything I love everything she selected for me! The house looks beautiful! I bought a coffee table, end tables, media console, new dining table, buffet and chairs and even lighting. It's gorgeous! And if a piece didn't work out, she made the exchange process super easy. Their loading bay crew is also amazing. They were so helpful loading my car and making sure everything fit. Delivery service was on time, pleasant and neat. I would not hesitate to recommend this store to anyone looking for a reasonably-priced modern-style furniture and decor! read more

I would rather shop online than deal with the West Elm staff in Cherry Creek, especially after I had dealt with a very rude sales associate a couple of years ago. I had ordered a couple of pillows online and one of them was back ordered. I decided to give the store a visit. Debbie who helped me out on my first visit was great. They had the pillow cover that I thought I had ordered and was on sale online. I was charged $39.00 for the pillow cover and thought it was odd. I thought maybe I was charged for the whole pillow and not just the cover. I decided to go back to the store and inquire about it. It turns out I had made a mistake and I had bought the Cozy Boucle cover and not the Heathered Boucle cover. I guess maybe I should have checked before I went back to the store , but I didn't. My point is, the sales associate I saw when I went back became defensive and came across as very rude. My mistake maybe, I just didn't appreciate her attitude. It's unfortunate that I have had several bad experiences shoppingthere because they do have great stuff! read more

Our brand new West Elm bed collapsed at 3am while my husband I were sleeping on it. When we pulled the mattress off, we realized that our very pricey "white glove" installers failed to put in ALL 64 screws that hold the bed frame together. Causing the supports to eventually buckle. They basically stacked everything, put on our mattress and left. When I was inspecting it before they left, I never once thought to look under the mattress and box spring to make sure they actually screwed everything together! They were 100% deceptive, because there were other issues we eventually came across. Word to the wise, oversee your installation. After going back and forth with customer service representatives, as we slept on the floor, my husband finally got so fed up he rebuilt the bed by bending all of the twisted brackets back into their rightful shape and he reinstalled the bed himself. Thanks West Elm for the absolute worst delivery experience ever. You really outdid yourself. read more

you have to know. this store review has nothing to do with the store it's the company as a whole! you might have great experienc with the sales staff and are excited about your new peice of furniture. that is where everything then falls apart!!! I ordered a bed frame from the store in April they said it'd come in 6 weeks, it never came. July they tried to deliver it but they didn't have all the peices. august they set up delivery and never showed. they didn't have all the peices and never bothered to call me, September they tried to deliver and didnt have all the peices again!!! October they said they didn't have the legs for the bed frame. finally!!! the end of November I got my bed frame I was promised in may!!! this isn't the only peice I ordered from them. worst part was customer services stopped returning my calls. read more

I am not pleased with the customer service that was presented by West Elm. I ordered some furniture online, and they told me that all of my pieces would arrive by July 4th. Two weeks after the 4th I called them to ask where my furniture was, because I was needing it to move to a different place. They said it had not even left the warehouse. After days and days of phone calls and so much time on hold they eventually scheduled a time for drop off. They said it would be here between 8 and 9 am on July 27, about 3 weeks after it was supposed to be here. Then the morning of they emailed to say it would actually be around 10 or 12 that day, even though we had already planned our whole day around the other scheduled time. I had paid for the "white glove delivery" when I ordered and as of now it seems like a waste of money. I am STILL waiting for my furniture to show up. Very disappointed in West Elm. read more