Ordered a lovely couch (sectional w/Chaise). Sadly upon ordering I didn't get a set of legs and had to get that charged after the fact. Then upon receiving the couch + legs ... the legs didn't fit. Nor did I have enough (need 5 for a chaise). Details are important --- this store seems to overlook them. read more

Fantastic customer service! The manager (Barb) was wonderful and kind in helping me with a complicated return situation. She stayed on hold for an hour with the corporate office to help me get the order figured out. Everyone in the store was kind and helpful! The store is beautiful and the employees on the floor were very attentive. Thanks West Elm! read more

Don't do it! While the furniture looks nice it is CRAP! I bought a leather recliner (not cheap) and one of the rear legs broke (while in the chair, located next to a plate glass window). My husband and I are small people, we don't have children jumping on the furniture. We are not hard on things. Go to look at the broken leg and it is a wood form that is filled with an epoxy filler. The thin form cracked and the leg broke off. We called West Elm, and after a bit of running around with the very useless customer service people, were sent to the warehouse to talk to the manager there. He said the chair was out of stock but we could pick another replacement piece. Bummer---but okay. Then the chair is relisted on the website and we really want that one since it was the focal piece in the living room. Fine, we will wait for it to be restocked and get the replacement. We had called several times to remind them that as soon as it is available we want to get on the order list. Yes, they say, we know you are waiting. Eight months later the chair is restocked! Can we get it ordered and delivered? The warehouse manager, who promised us the replacement, wouldn't return our calls. We get put through to the assistant store manager who says we were given a discount at the time of purchase so there is nothing they can do for us. Talk to the manager who says they will order a replacement leg. No! Turns out we bought it on sale and were given a discount so they cannot honor what they told us back in January. It is now mid-August and we have had a broken chair since January(very attractively balanced on a dictionary and not sat on for seven months), and today had a $10 leg replaced! The store customer service sales people were snooty and rude. They act as if they are doing you a favor by taking your money, and there is no sense of customer service. My advice---go someplace else. I will never go back. Nightmare on West Elm! read more

A Cherry Creek store that I enjoy way too much for they display items above my budget. It doesn't mean I don't enjoy window shopping and imagining a day when I can walk in a store like this and not have to look at the price tags, one day, one day - it will happen! A plethora of items that span the gamut, kitchen items, beds, sheets, pillows, vases, and everything in between. I thoroughly enjoyed looking at the clearance section in the back that had some amazing deals to be had. When walking through Cherry Creek this will be a must stop for the browsing and if you have the budget for buying as well. read more

Dear West Elm, I'd like to pick up your entire store and deposit it into my house. Or I could just move in...either way I adore every aspect of the store. From the bedding to the shower curtains to the furniture to the small details like candles and little plants. It's all wonderful. I dream of the day that my dining room is equipped with tables, chairs and accessories. And who am I kidding, my entire house. Can't wait until that day comes! For now, one small piece at a time. Can't wait to come in and get my next fix. read more

Takes 3 "Managers" to do a simple return. Ordered rods at the end of august with a 5-7 days delivery. One came in no problem, the other one was an incirrect style. They could not issue me a return label so I drove 40 min to return it. It took a manager an hr to understand the concept of a wrong item. She returned it and ordered a new one with an overnight delivery. It has now been 3 weeks...have yet to receive the item. I called customer service. They said keep waiting. I now drove to the store (another 40 min) and 3 managers for now 30+min are trying to return the order for me. It is a freaking brain surgery. Do not buy from them, and if you absolutely have to do not go to the Cherry Creek location. read more

I went to a Terrarium Workshop with Brittney Terry of Brightside Flora on 5/30/15 and I had a lot of fun! I learned so much about making and crafting a thriving terrarium, and had a great time with the other people attending the class. Brittney was very knowledgable and easy to work with. She was also very patient and answered all of our questions. I would actually love to give this a 4.5 stars versus just 4, because of the general pricing of West Elm Items. The class did include the container, the plant, and other materials (soil, rocks, moss, etc), but I feel like I may have been able to find a cointainer for a little less elsewhere, but I know you are paying for that West Elm brand. I would definitely attend another event hosted by West Elm. read more

No one has ever greeted me or approached me to see if I need help at te Cherry Creek location in Denver. Not once have they ever done that. I realized that West Elm is just not anything special anymore so I won't be back. read more

I have to say West Elm has my vote for the best customer service! Over the years I have bought many items! I call the Cherry Creek store because there was a craftsmanship issue with an item I purchased earlier in the year. The item didn't have a warranty but they told care of me and replaced the item with a new one! Tina helped not only over the phone but also in the store upon my arrival! Amazing............ you guys have my vote, I will be back!! read more

Very poor quality. We purchased the Axel 89" Leather Couch in Dec. of 2019. The leather on the couch is peeling off. We've owned leather couches previously - we know how to care for them and love them due to their durability. I contacted West Elm to discuss and was told they could do nothing as it's been over a year. Further suggested that issues, if they are to occur, happen within the first 30 days. Would that suggest that peeling leather is somehow acceptable after 18 months? Do NOT purchase furniture from West Elm - very, very poor quality. read more

I love West Elm for their selection and reasonable prices. I am giving 1 star for after the purchase. Early September I purchased a recliner for delivery and was given a time frame that it would be delivered. Latest was September 27th. Rolls around to October and hadn't heard anything from them. Call customer service wait on hold for half hour and hang up because couldn't wait any longer. Send an email to customer service and they are unable to locate order number. Call Denver store and get assistance and was told they were going to hold the recliner until other chair came in November. Which was not part of the deal when I ordered the furniture. I think we have everything resolved and she tells me within 48 hours I will hear from the delivery company. 4 days later and still no call. So I call customer service after an hour on the phone And being transferred to three different departments I think I am getting some where. Last transfer is to delivery company and they say the cannot find the order number and they can transfer me back to west elm customer service. No choice so I am transferred to customer service and call is dropped. All that time wasted. So I call the Denver store and start from the beginning...as you can tell I'm a little upset. Huge disconnect with delivery of merchandise and the promote fast shipping. It is October 10th and sitting here with an empty house. I would of purchased a different chair with a fast lead time If I knew this was going to happen. Awful customer service. read more

Avoid at all cost, both in store and online. I ordered a $1000 chair, only to get a call the day it was supposed to be delivered that chair has some how gone missing. Was told I would get a call Monday on a update, I had to call to get the update. Chair is still missing, other orders of the exact same chair will be fulfilled but for some reason mine won't without any explanation whatsoever. Tried getting the local store involved, since I did not purchase the item in store, they treat you like you are leper won't touch your inquiry with a 10 foot pole. This is a company famous for giving people the runaround, I will never ever spend another dime at West Elm. read more

We have been waiting to redo our office and finally decided to go ahead move forward. We had our eyes on two desks and a shelf and went ahead and purchased them. One of the desks was a floor model that had a really attractive price tag on it. Sammy was the one who assisted us with the purchase and was beyond helpful. I would recommend West Elm to anyone in the market for home furniture and goods. The Cherry Creek West Elm has very helpful staff and convenient merchandise pickup and loading. You can park for free in their garage too. Thanks W E! read more

The worst customer service I've ever experienced! I love the style of this store, but the Denver Cherry Creek store has the WORST customer service I've ever seen! The associates never greet you, barely know about their merchandise and never go out of their way to take care of their customers. And why is nothing ever in stock??? read more

A few weeks ago, we went in to our local store and picked out a beautiful dining table. We wanted to check one other table out but were encouraged to order it through the store because "it would really help them out." We decided on the West Elm table and have now called three times to order. The first time, the associate said "they were slammed and couldn't help us." The second time we called we were hung up on. The third time we called we were again told they were too busy to help us. For a store who made a big deal about us to "helping them out," they've been unbelievably unprofessional and uninterested in our purchase. I expected better from West Elm. I will not be shopping there again. UPDATE-RESPONSE TO STORE COMMENT: Mr. Juarez, I definitely can understand trying to navigate the current situation and how that may be very challenging. I was patient after the first time; the second time too. When it happened again today (we started calling on Wednesday 7/1/2020), I felt incredibly frustrated. read more

First off, I love West Elm and their unique products! Unfortunately, the customer service at this location is absolutely awful. You're never greeted upon walking into the store & once you find someone to help it's a 1 out of 10 chance that they're willing/knowledgeable to assist! Do yourself a favor and drive to the Boulder location!! read more

My husband and I decided to finally treat ourselves to some nice furniture and were looking forward to our lovely leather haven sectional in our new home. We had no idea what a gaggle f**k we were in for. We purchased our couch on August 10th and were told 2-4 week delivery date. I received an email of our first delivery date for August 24th. They called me the evening before the delivery stating the chaise section of the couch hadn't delivered. That's fine. I let them know to contact me when it came in (I wanted everything to deliver at once). After a week I called customer service to find out the status of my chaise.....there wasn't one. They proceeded to tell me that they were sending an urgent email to the distribution center and that I would get a call back tomorrow. Well tomorrow came and went and nothing. So I called again and received the same message. And this time they did call me back the very next day. They told me everything had arrived and i could set up another delivery date. I picked the soonest available September 10th with the delivery range of 9 am - 11 am. I scheduled to take work off that morning (since it's a Tuesday). Well, here we are at that date and 10:30 rolls around and I haven't received any word. So I call west elm to get a delivery update. They let me know they have to contact the delivery drivers and put me on hold. 15 minutes later I am told my delivery will be late by 30 minutes. No problem. 11:40 rolls around. Still nothing so I call again. And this time customer service can't get a hold of the distribution center. So I ask for the number and try calling them as well. No answer. After 10 minutes of just letting it ring. I then decide to leave for work. Because at this point I'm pretty upset. I took off 5 hours to still not receive my $4,500 couch. I then get to work and receive a call from the distribution center saying they have bad news and can't deliver my couch. Ummm ya think?!?!?! I then call customer service and ask for a complete refund. To which they tell me they can't give a complete refund because I need to pay for shipping. Pay for shipping?!?! To where!! I was too upset to continue the conversation so my husband called back and he was able to convince the gal to give us a full refund. Which is still not fully confirmed. So needless to say I wish I could give no stars because I was looking forward to receiving a beautiful couch to put in our new home. I'm heartbroken from this experience and hope they comb out whatever the disconnect is between west elm and the distribution centers. Their furniture is pricey and you would think the customer service would reflect this. I just hope no one else has to experience this. After a month and a half of living in my new home I still have no couch. I've delayed finishing stranger things and starting the next season of mindhunters. Ugh. My couch hunt continues..... read more

I was hesitant to visit this store because of all the horrible customer service reviews but I am very glad I did. I came in to look at rugs, found one I liked, and inquired at the front desk how to get it in the size I wanted. Anna helped me and said they didn't carry the rug in the store but then asked if we could wait so she could call around to other stores. Anna was on the phone for 45 min calling stores all over the country trying to track down this rug. She did so so that I could get the 20% off sale they were having that day. Anna could have easily had me order it online but she went above and beyond to make sure I got the in-store sale price that I didn't even know they were having! This was by far, the best customer service I have ever received at any store. I will definitely be back. read more

No customer service. It's like pretty woman. I went in wearing a pair of yoga leggings and a long sleeve T-shirt so they probably thought that I couldn't afford anything in their store - LOL. I went elsewhere and made my purchases. read more

Worst Experience Ever! Bought a non-custom sofa in May, paid in full, with a 2-4 week delivery timeline. Once they screw up your order, you enter the abyss of West Elm, and they blame everyone else and don't take responsibility. Missed deliveries in June, July, and August - now they say Dec! They REFUSE to simply refund my money and let me walk away - "system won't let me do it". 15 hours of my life in phone calls, emails, and getting shuffled from 1 person to another. NIGHTMARE - BUYER BEWARE!!!! read more

We will never return and will tell everyone I know that this store has the absolute worst customer service I've ever seen. I didn't hear it because not one person working there asked if my wife or I needed help. I did have 2 employees (don't know if they can actually be called that if they don't do anything) give me dirty looks though, to which I smiled and made sure to make myself at home. I'll order online so I don't bother the staff at the store. I know, I know, WAY too much to ask. Can I give a negative star please? read more

Do not get their credit card. They have huge finance and late fee charges and do not offer auto pay. All my other credit cards have auto pay functionality. It's a scam for someone like me that pays off the credit cards every month with auto pay. After complaining they didn't offer to reimburse me the finance charges. read more

Overall, disappointing experience. Found some nice pieces online and went to check them out at the store. Store did not have multiple items in stock and we were told it would take 3-5 weeks to receive the item and customer is responsible for the shipping cost. Very negative customer service experience. Will not buy furniture from West Elm based on this experience. read more

This is possibly the busiest West Elm I've been into (minus the NYC location), and it's obvious they need more employees on deck during peak times. I spent a long time looking at side and coffee tables one afternoon and could not for the life of me get the attention of any employee for help. Most were helping other customers (most staying with a specific customer for a very, very long time), so I was understanding, but it did get frustrating after a while. I was able to view most of the items I saw and liked online in-store, which was really helpful, they definitely have a good selection of products. I ended up returning on a less busy afternoon and was immediately offered assistance. I ordered a coffee table (very easy ordering process) to be delivered to my apartment in NYC. I received an email the next day telling me to call to schedule my delivery time, which I did. Less than a week later I had my coffee table and I absolutely love it. It was delivered right when they said it would be, and came already set up. The delivery guy brought it in, put it where I wanted it, and was out in about 2 minutes. For $129 delivery it better have been amazing, so I'm glad it was. Overall it was a positive experience and I'll definitely shop from West Elm, and the Denver store, in the future. read more

Ordered a dresser and two night stands from West Elm. All went well until day of delivery when dresser arrived with scratches. We were told customer service would contact us about replacement. They did not. Several calls and emails later and I am promised one is on the way. I was told this last week as well but the order was not actually processed. Customer service again promised to follow-up but did not, so I had to call again. Asked to speak to a supervisor - 24-48 hours and they will call me back. How is that customer service? It is a shame as we like the furniture but if you have any issues, West Elm does not care. Hoping my replacement will actually arrive undamaged, but not hopeful. read more

Braved that terrible parking garage to find a new coffee table and/or bench. Employees were too busy holding their overpriced throws and stacking plates with ironic animals to even glance up and say hello. I'll find a more helpful friendly place to spend my money. read more

I ordered and returned about $3500 in furniture due to the over all poor attitude and awful customer service from the store employees. Every item i ordered was damaged. This I understand as accidents happen. What i have no understanding for is the craptastic response I received from the store manager and staff when I enquired about getting the replacement furniture shipped out. So the replacement turned into a return. Good job West Elm Staff!! read more

West Elm makes nice stuff, sadly, the West Elm Denver store and staff provide the worst customer service I've ever experienced. Do whatever you can to avoid this store, and beware of working with anyone in the store to place your order. Here's a real life example of what you can expect. My wife and I went into the store and found a sofa we liked. We worked with Robyn to order the sofa, which sadly was on backorder at the time. She placed an order for us for the stock color and said at worst it would take 8-10 weeks to arrive. We had a large gift certificate applied to the order. Weeks went by with no news on our order. I checked the West Elm site to find our sofa in stock, and also on sale for hundreds less than we paid! I called the store and asked if we could cancel our backordered sofa and pickup one from the store and get the sale price. The staff worked it out and said our order was cancelled and charged us again for the new in store sofa. They said we would get our large gift certificate in the mail in a week. Fast forward a month.... we got our sofa from the store, but still no sign of the gift card. We called the store and spoke with Barb who told us the card went in the mail yesterday and we would see it in a week. Two and a half weeks later and no card. What's worse is that we just got charged for the other sofa! The idiots on staff didn't really cancel our order. So we went in to buy one sofa and have now paid for two. We won't be able to get our money back for weeks because of this screw up. Multiple calls to the store to Robyn and Barb to discuss why we can't get our money back or why they told us our order was cancelled have not been returned. To spend thousands of dollars at a store, then be charged twice and no one can explain why, issue a refund, or return a call is infuriating. Avoid this store. Their stupidity will result in you having to spend days and hours on the phone dealing with the mess they can create. read more

Who (whooo) has an owl lamp from West Elm? I do! And who (whoo) has West Elm owl measuring cups, an owl Christmas ornament, an owl mug, and obviously an obsession? That'd also be me! I've been a West Elm customer for several years now, but tended to only shop online until I visited their Cherry Creek location and the friendly, helpful sales team won me over. Plus, I don't have to pay for shipping. The designs tend to be modern and sleek with a mix of vibrant color. Their inventory ranges from home decor pieces to large pieces of furniture to kitchen accessories. Overall, the prices are pretty fair and much more affordable than say, Crate and Barrel, but still quality pieces. While some of our larger pieces of furniture have come from West Elm (a Sedgewick recliner and their industrial coffee table), I tend to be lured in for their kitchen and bath accessories and I love, love their holiday items. Whether you're furnishing or decorating your house or just looking for a sleek and fun gift for someone (they don't have a registry option, fyi), West Elm is definitely worth popping in. read more

This applies to not just the store but the company as a whole. I ordered five chairs from them a month ago. I got confirmation that they shipped and I still haven't received them. The store couldn't help me and when I call customer service I'm on hold for almost 40 minutes. This is ridiculous. I spent over $1,000 on items I might never receive. read more

Loved the store, found some things to get. But turned off from the fact they let dogs come in to the store, so unsafe and unsanitary!

While I love the merchandise, I just refuse to shop in the store after so many bad experiences. I live about 10 minutes away, but pay the extra shipping costs online just to avoid dealing with the employees in the store. I've honestly never encountered an entire staff of blatantly rude, unknowledgeable, and lazy people. It's like they are trying to get you to not shop here. Online and phone customer service is great. Avoid the store at all costs. read more

Awful furniture quality & even worse customer service from the Cherry Creek store when we called to tell them our drawers were falling out of our newly unpacked dresser. Apparently, they are "too busy" to help. Not even the manager was able to expedite delivery of a new piece! Really WE - you just lost a customer! read more

Modern at its best. Everything in this store screams "buy me" From furniture, art pieces, accessories, mirrors and kitchen-esque, they have it. Every season has new electic designs throughout the store. Customer service here is excellent, as if they hired interior decorators. Speaking of interior designers, the store does help with interior design aspects, pls inquire with an associate. This store ranks up there with ZGalleries, Restoration Hardware, Plummers,Crate n Barrel, Room and Board, and many more... I like this stores location, in Cherry Creek, Cherry Creek North, next to Hermes, across from Nordstroms/Neiman Marcus :) all those names in one sentence makes me smile. read more

After ordering in a West Elm store, we find we're being charged $107 for shipping and handling on a sofa, THEN charged $150 for shipping and handling on the SAME sofa to get it to our doorstep, which isn't where we want it. They won't let you just pick it up. Should have checked, but 'ship to store' is always free in the world of retail. Not so at west elm. And they preapprove their Facebook posts so nothing negative ever shows up. read more

I have bought several rooms of furniture at the Chelsea and Upper West Side store in NYC and was very excited to have the store open in Cherry Creek Denver. The store experience is fine. The delivery experience was a mess. The hours wasted on waiting for the delivery, finally getting a delivery with a piece of furniture missing and multiple phone calls on my part. Lots of excuses from the store and delivery company. At this point after a 4hour delivery window has passed I have been told the driver will be here in the next 2 hours. No call to let me know how late the driver is. Again, I called to ask where my furniture was. I will not purchase anything else at West Elm Denver or only purchase items I can transport myself. The NYC stores are much more organized and manage to deliver on time in a 2 hour window. Be aware that West Elm Denver does not haul away cardboard either leaving the customer to break down very large, heavy boxes, Paying a delivery fee should actually include timely deliver of all pieces purchased and haul away of packaging. This has been a very unsatisfactory experience. Staff training and customer service are sorely lacking. read more

This company has by far the worst customer service. Prepare to have to call them if you ever have anything delivered because they have no quality control We ordered a couch from a store in Chicago to ship to Denver. They sent us the wrong size couch. After one month they sent us the right size couch and it was defective. I will never buy anything from there again. read more

Though I haven't purchased anything from here yet, I've got my eye on a media console for the living room. I can speak to the excellent customer service and I like that the furniture is not bulky or too traditional, I like the more modern/urban/mid-century styling as I think it looks neat and tidy and is great for small spaces. The customizable approach here is also nice too- you can get about anything in any sort of fabric or color that you want. read more

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

For your sanity I would just keep moving. Bought a dining table, chairs, rug, a dining hutch. While it all looked fantastic on the showroom floor, the table (glass top) is such cheap quality that it doesn't even matter if I clean it. Its awful. The glass looks like there may have been some sort of coating on it, not applied evenly or correctly??? It is streaked, it scratches with ANYTHING. I'm talking EVERYTHING scratches this crappy glass top. On top of it, the chairs chip super easy. I'm not hard on our furniture but it should be durable enough to withstand normal use, the glass on the table is awful, it is so bad that I bet Ikea has better quality glass (cheaper too I would imagine) that what I got here. This is after a fiasco with actual damage merchandise they delivered and had to take back because I wouldn't accept it. Its embarrassing to have people over, the glass is that bad. So much for a table that seats 6, I never wanna have company over. Such a bummer, I love the look of a lot of the stuff that West Elm sells, but knowing the quality of what I bought, I will never shop there again. read more