It's a shame that the West Elm store isn't larger (although they have a huge outlet store in Asheville), because then they could showcase much more of the items they sell, so you can see, sit and touch all they have to offer, by making an informed decision. I wish the West Elm at Southpoint were as big as the Pottery Barn store, or is it as big and its just an illusion? Hmm.. At any rate, West Elm is a bit of a predictable store, in the sense that you know you'll see Modern to MidCentury furniture/themes with functional and contemporary designs. I have many pieces from this store, notably a sofa that took 12 weeks to be delivered. The wait was excruciating but knowing it was custom made, with the exact specifications (color/fabric) I requested, made the wait bearable. West Elm also offers free design service at their stores and the design professional helps map out your room with a 3D render that tells you how much space the furniture will take in your room - all of which is super handy when needing to know if a certain side table or a lamp will fit/ look right, before you commit. Also, if you sign up for their Key Rewards program, West Elm also gives you $25 credit on your birthday, no strings attached. Every year I go in to the store to redeem (though it can be used online), and pick up a birthday cup or utensil. This year, I found out that its also redeemable at their sister stores like William Sonoma, Pottery Barn, etc, which is quite handy, because you can certainly choose from a ton of items at William Sonoma in a jiffy. Oh, and customer service? Excellent. I've had several positive experiences with things that didn't go right at West Elm and each and every time, they were understanding and made things right. This company holds up their values and delivers with integrity. Love West Elm! read more

west elm - Cute stockings - Home Decor Near Me - Durham, North Carolina

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attempted to return 2 obviously defective pillows that were both ripped along the seams, and otherwise unworn. Told no returns after 30 days, without offer to exchange or even assist in finding replacements. This is horrible service and I would expect more from a manager. This was a house warming gift for my daughter and I was embarrassed to see them after such a short time falling apart. read more

west elm - Defective product - Home Decor Near Me - Durham, North Carolina

I ordered a bedding set for a gift. I paid extra to have it delivered next-day, which they guaranteed. When it wasn't delivered today (Nov. 7, 2025), I checked delivery tracking and they said the earlier delivery date would be December 29, 2025. It was impossible to cancel the order online. Their chat system for questions online said it was "too busy and to try back later." I called them twice, waiting 29 minutes the first time and 32 minutes the second time, because when I got a person, I was told I could not get a refund on the $450 they charged until after the delivery, though maybe the supervisor could help. Both times right before I was connected to the supervisor, they disconnected the call. DO NOT ORDER ANYTHING FROM WEST ELM. read more

I am an interior designer that purchased this West Elm "Haven chair and half" for a client on Feb 29th 2023. The dimensions online state it is 33"H but when it was delivered, it was very low profiled, like a child's chair so we measured it, with the legs on it, to our shock, it measured 31"H . I took photos and videos and contacted West Elm Trade & spoke with a Trade rep who sent my complaint to a third-party company called Sutter Street Customer Care which was anything but "customer care" I went back-and-forth via email with someone that was no help at all for months and months, they asked for photos, they asked for videos then they asked me to ask my client if they would measure the actual legs to make sure that they sent me the right legs, and I complied with everything they asked for, and in the end, all that time wasted, going back-and-forth because they insisted that it was the right height, even though I showed them in a video that it wasn't. False Advertisement !! How can you tell me that what you advertise on your website is correct when I measured in person what the chair height actually is! They lost a trade member and many customers just because they didn't want to admit what's on their website, is incorrect! Being a Trade member, I'm embarrassed for my client and this company and I will never purchase another custom piece from them again! I should've read all these negative reviews first! FALSE ADVERTISING! read more

west elm - Chair should be 33"H as advertised on the website but is only 30"H in person! VERY DISAPPOINTED!! - Home Decor Near Me - Durham, North Carolina

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This is for corporate. We have had excellent customer service at the location in downtown Sacramento. We ordered a living room chair last November. It was perfect for what we were looking for but we wanted a different color so it had to be a special order. We were told it would be delivered around February. It was delivered in February but one of the legs could not be put on as it wasn't drilled properly so we had to send it back. We really LOVED the chair so we said we still wanted to have one to replace it so we were told the new delivery date would be June. June came and we got an email it would be delivered. Great!! Big truck pulls up and they handed me a bag of screws!!! There was no chair on the truck!!! All they brought was a bag of screws!! We decided to completely cancel the order and now 7 months later we are looking elsewhere. read more

I loved the different variety of items in the store. However, lots of the items were not available as this is a smaller location and most of the items were online. We were greeted as soon as we entered the building and the staff was super helpful and nice. The prices were a little high for the lack of selection. read more

Terrible customer service from the big guy with the beard. Rude from the start, condescending and super unhelpful after we just spent $300 there. Called it "his" store.... Do yourself a favor and shop online instead of going here. read more

I ordered a waffle weave shower curtain 72" wide by 84" long. It arrived at 96" long. Returned it and was sent a replacement. It was 90" long! I will never order from this company again as they have zero quality control. read more

NOTE: This review is about West Elm corporate and shipping, my experience of service at the store was great, there just wasn't much they could do to help the situation once the order is placed. My experience with West Elm has been absolutely horrible and very disheartening. Out of 4 items in my order (nearly $5k total) only 2 ever arrived. The others required multiple calls to customer service, the warehouse, and the store to keep getting pushed along and told that I couldn't be refunded until the items that THEY lost had been found. After waiting 2.5 weeks, sleeping on the floor, for the bed to be found I was called 30min into the second delivery window to learn parts were missing AGAIN. When I called customer service for a refund- after the worst "white glove delivery" ever- they only refunded me for a portion of my delivery charge. West Elm clearly doesn't care about their customer at all and I will be taking my business elsewhere. read more

My wife had recently ordered some chairs from a West Elm catalog and had them delivered to the house. When they arrived they did not quite work out the way that she wanted to and we needed to return them. There was an issue trying to get the return labels printed, we could only get one return number so we decided to head to the store and see what we could do. The call center was not very responsive and really did not have a solution. I called the store and was told they would be able to help us as long as the chairs were in their original packaging which they were. So off to SouthPoint we went. We were greeted at the store and the staff was friendly and efficient. They listened and responded accordingly and even told us that in the future if you have more than one box in a shipment just print two copies of the label and use them as it is considered one order. If only the call center could have told us that it would have saved us a trip, but then we would not have visited the store and had a great experience. The store is laid out nicely and the staff are all friendly and knowledgeable. This is a great place to shop, give it a try. read more

west elm - Home Decor Near Me - Durham, North Carolina

Imagine you bought $1000s of dollars of merchandise from a company over time. Now imagine you purchased Melamine plates and bowls totaling $50. Then imagine, soon after this purchase, you wash your dishwasher safe dishes in a dishwasher and one of the plates in the set cracks. What would you do? What would you expect from the company you purchased the kitchenware? Well, we decided to go back to West Elm to get a replacement for the one plate which most certainly had a manufacturing defect (note after 6 months all the other plates and bowls are fine after repeated washing in aforementioned dishwasher). The plate was likely $5 and would not imagined that a company would push back so hard on such a simple snd reasonable request. This ferocity of refusing to provide base level customer service was first run into in the store manager and ended with phone center staff. Seriously I have never met such a incessantly rude store manager in my life and I hope I never do again. I figured maybe it was a function of a personality defect but after reaching out to the call center, I came to realize it was a West Elm culture thing through and through. But don't take my word for it, see all the other reviews the company has online. Anyway, as they say "buyer beware"!!! And in this case, I'd also say, buyer go elsewhere!!! read more

Snarky staff members at this location. Adam and the mature, yet somehow immature, woman with brown hair and glasses are just plain snarky. Not sure how these two remain employed here. They tarnish the company image and overshadow their friendly coworkers. Taking my business back to Room and Board where they do everything right-including top-notch customer service. read more

The chubby manager with the beard and fluffy sweater refused to let us use a store credit after making us shop on the website for something they didn't carry in store, then threatened to "step outside" with me when I asked him to talk to me like a person. A little authority goes a long way with some people read more

I came to West Elm to start my Wedding Registry. There is not one in the Triad so my only options are Durham or Charlotte. This West Elm store is beautiful, I loved seeing all the tablescapes that they put together. The person who helped get us going with the registry was really friendly and helpful with any questions we had. To register you actually download the app and scan things off of your phone. Welcome to 2014, no more scanner gun! I think the prices are pretty reasonable here. Some things are a bit pricier but for the most part you can get some affordable awesome stuff! read more

Excellent customer service at the local store at Southpoint and delivery crew. Sometimes items are back ordered but communication is good about any issues. read more

This is the worst company to order furniture from! We spent quality money for a beautiful set of patio furniture and we have yet to see our full set. Yes, the furniture looks nice, however, their system for delivery and customer service is horrible! They still have not delivered our full set even though we were told it was all available and would be delivered weeks ago. Now we can't get anyone from delivery to even talk to us. It is so frustrating. We will NEVER order from West Elm again. read more

Most of the products are okay, but I would recommend seeing the furniture in person because some of the quality is not there for the price you are paying. Return policy on simple items (vase, curtains, etc.) are reasonable. I had an awful experience with trying to return furniture. After placing the order, they informed me that it would take 4 months for a dining table to arrive, and when I tried to cancel it a couple days later, they said that I couldn't, even though they table wasn't even made yet! This table was thousands of dollars and you'd think that customer service would be a little more understanding. read more

Horrible company! One of the worst customer service experiences I have been dealing with. If you ok to pay for "in stock " items and wait months after for delivery go ahead... otherwise stay away from all they stores. "Incompetence and lies " - should be name of the company. read more

It is so crazy on their customer service. I ordered over $13000 dollars worth of furnitures in store. Nothing came in yet. They told me I can do split delivery as my order is over $10000, but when I called them back they said my request has been denied. I have already waited for almost 4 months...The customer service person tells lies always and everybody says differently. They cannot tell you where you items are and even forgot to fulfill one item of my order and keep let you wait, wait and wait even other items has been delivered to the center long time ago. If you want to pick up at the hub, they said no. If you want to pay extra shipping fee, they even said no...if you want to cancel the order, they said your items are customized that cannot be canceled.... The only thing you can do is to wait.... I should know their customer service is so terrible that I would definitely not purchase from them anymore!!!!! read more

Seeing as this location already has just a two star, it seems like perhaps they don't really care about their customer service experience. We ordered a custom made sectional months ago. I won't get into the details of the ample amount of correspondence and follow up (from our end), but long story short, we still don't have our couches. To make matters even more frustrating, they had no idea why there was a delay until just recently when they informed us (after another inquiry from our end) that a piece of the sectional is missing? I can't even begin to fathom what that means. It's actually really disheartening because we have had a lot of family come visit from out of town in hopes that we'll have nice, new (expensive) couches to share, yet we don't. I would never shop here again. read more

I ordered a console table about 4 months ago. It was supposed to be delivered by Aug 10 and they kept postponing the delivery day every two weeks. I have lost count on how many emails and phone calls I have made so far. I requested to cancel the order and get my money back, but no luck, I emailed and contacted west elm's customer service number so many times that it's ridiculous the way you handle customer service. The only answer I have received is that someone will contact me. read more

Don't order from them!!! They tell you you'll receive your items and give you delivery dates, only to keep cancelling & rescheduling. I've been waiting on a couch for months. Every time I call I get different info like no one knows where the pieces to the couch are. I was told a piece was lost, then told they'd do a warehouse search that would take 4 days. I called to get updates and was told they'd do the warehouse search and wait 4 more days. No one ever reaches out after telling me they'll call back. I talked to the delivery hub today and was told a piece of my couch may or may not be sitting in a trailer waiting to be unloaded and that now, the other piece that was ready to be delivered is no longer available. I've talked to managers at the Durham store who said they'd figure it out & call myself or my husband back & they don't return calls. They act like they can't call anyone at the home office and that the only way they can contact their management is through email, which we know is total BS! I have lengthy texts back and forth with customer service where I'm given different info each time, like no one's making notes in the system. I ordered 2 Christmas trees from Pottery Barn using my points and they kept telling me the trees were on the way, over a month of back and forth. I was finally told the trees were out of stock and they'd refund my points. My points expired and they will not reinstate them even though it was totally their fault. This company is horrible and I cannot believe they're still in business. I'll keep my business at Restoration Hardware where I've had no issues! read more

Friendly employees & a beautiful, clean, organized store. I had gone in looking for a specific Christmas ornament (super early, I know) & was able to find it easily on one of their decorated trees. Three people working all three checkouts made my purchase quick (great for me because I was on my lunch break). They have beautiful items, some reasonably priced, others, not so much. read more

I ordered my console online Nov. 6. I received my package on the 30th and received a damaged box with half the pieces missing. This was not delivered by UPS or Fedex it was delivered by West Elm themselves. Not only was I missing pieces, none of the items in my box were lettered so I could follow the instruction manual. It took me two hours to identify everything so I could convey to the customer service team what the issues were. Customer service was very helpful. My experience with their Quality Control Team was AWFUL! I couldn't get an update. I was told 7-10 business days for update on replacement from vendor, once that time frame passed I was just told we still haven't heard anything. I finally call Customer Service back again today on 1/12 and they informed me that the service request to the vendor was just put in two days ago. Customer Service was again very helpful and I have a new console shipping to me 1/31-2/3 but that is besides the point. This is expensive furniture and I expect Customer satisfaction to be taken seriously. I will never order from West Elm again and I will strongly suggest to anyone I know thinking of ordering from West Elm not too. I understand things happen but the lack of interest to assist from the Quality Team was terrible and I will spend my hard earned money somewhere else that cares whether I am satisfied with my experience. read more

Kind staff and knowledgeable managers who really know their product as well as the distribution line. I have respect for straight shooters who don't mess around. Specifically the manager Adam, very kind man. read more

Don't do it. Your stuff will arrive LITERALLY a year later (due to West Elm issues, not Covid supply chain issues) and it will all be damaged. It'll take you literally days of sitting on hold to get any kind of resolution. The high blood pressure and stress is not worth it - you'll get better service from Amazon or Walmart read more

Incredibly rude associates and what felt like bait-and-switch pricing. We went to the brick and mortar store because we wanted to save costs on shipping and West Elm's required white glove delivery service, which can easily add well over $100 bucks to your total costs. The coffee table we wanted to purchase was not available. They wouldn't sell us the floor model. They could order it but couldn't have it delivered to the store for pick-up because of some nonsensical reason involving the distribution chain. So we would have no choice but to pay the exorbitant shipping AND delivery fees. That was the bait and switch pricing part. When we expressed concern about the delivery fee the sales clerk said, only, "Okay" and turned around and walked away. We were dumbfounded. I've emailed customer service and I hope this can be remedied, because some of their furniture is really beautiful. But I won't hold me breath. read more

Rudest associates - and this is coming from someone who has lived in some of the most uppity places. The staff ignores you. When you approach someone for help they seem irritated and totally impatient. If someone actually asks if you need help, it's the most disingenuous interaction. It's an obligatory empty gesture, like "I reeeaaally hope you don't actually need me to help you." And to note this isn't in the middle of a crazy busy Saturday afternoon - this is in the middle of the afternoon on a weekday. The store was dead and there were 4 employees working. But literally every single time I've come here, no one has been nice. I have been a HUGE West Elm fan and customer for years. On this particular trip I was ready to spend thousands of dollars on new bedroom and living room furniture at this store; but nope. I left and won't be coming back again. So upsetting. Do yourself a favor and ONLY window shop here. Buy what you need online; don't reward jerks with your hard-earned money. Why would anyone want to do that? :( read more

If I could write a review with 0 stars I would. This review is no for this particular location but for West Elm as a whole. I purchased thousands of dollars from West Elm. I have been a customer for years. I purchased some curtains last week items went on sale 6 days later and their not willing to do a price match, and so quick help do a return instead of keeping a customer happy. I not asking for much just $12 price match. On a $165 purchase. Can't believe they are so willing to lose a customer when there are so many places to purchase furniture and home decor. It's not about the money it's about knowing the brand you loved and trusted has your back. I still purchased items from brick and mortar locations because I know stores are struggling and believe in giving back to my community in helping people stay employed, but I see that the brand; West Elm, Pottery Barn and William Soma CustomerCare strategy is not in line for the customer! Good luck.... read more

west elm - Home Decor Near Me - Durham, North Carolina

Had a great experience while ordering new living room furniture. The staff went above and beyond to help me with every detail!

Staff today was so friendly and helpful. I am looking into re-decorating my living room and have an unusual shape to fit a sofa into. I was shown several options and they drew out a blueprint from a photo to use as a guide. Very happy with the ideas I was given. Will definitely be back. read more

Thinking of shopping at a West Elm company? RUN!!!! Worst retail experience ever!!! Poor, poor customer service. Furniture took 2 months to arrive, well - not sure if it has or not. Delivery was for today - FINALLY, but no one showed up to deliver anything. Customer service had no answers when I asked where the delivery is. They either put me on a "the hell with you" hold, or transferred me to a voice mail. I seriously do not know how this deplorable company is still in business. Calling for a full refund next! read more

I feel like West Elm was specifically designed for people like me, people with great taste who also hate the idea of driving all the way to Charlotte for Ikea! Anyways, this review is a reflection of the helpful staff and service that I've gotten shopping there. Last Christmas I needed to purchase a table and I didn't have a vehicle that could fit the item so they were nice enough to hold it for me. What was really nice is that I feel like the people who work at West Elm have an eye for design. One time I had a long conversation with...hmmm I think her name was Julie...and she was very helpful in helping me figure out the pro's and cons of buying an expandable dinner table. Another great example is a recent visit. An interior decorator I hired and I went to visit West Elm for some living room items. We sat around a bit and checked everything out and an employee named Jade was kind enough to check in with us if we needed anything. Jade was super helpful with advice about terrariums and rugs. Unfortunately the rug I wanted wasn't available in the size I wanted, but I needed it right away for out of town guests. Jade referred me to Pottery Barn (same parent company) and I was available to find the rug I wanted in the right size. :) Anyways, I recommend West Elm for anyone looking for tasteful stuff...and the helpful staff who know a thing or two about design is a bonus! read more

Upholstered Storage Base Ottoman - Small Buyer beware - the wood top on the ottoman scratches very easily. In fact, I can' even figure out what is causing the scratches, but more keep showing up. POOR quality wood top. Avoid this item. There must be a reason why West Elm does not let their customers review any of their products.... just saying. read more

I was in town and stopped into the store. Great sales! I got into a conversation with an associate about how much I appreciate being able to come and see the furniture and she pointed me to Yelp, stating corporate is focusing on customer service reviews for brick and mortar stores. I have been a West Elm fan for forever. I go to my local store in Costa Mesa, CA and have been to this location a few times with my sister when visiting. I am a firm believer in online shopping and Amazon everything, but brick and mortar is SO important for furniture. I can't buy a dresser without seeing the way the finishes look or a chair without sitting in it. I LOVE their pieces and I've always had great experiences with the employees. They will search every avenue to find me the piece I'm looking for and help me to find the best deals, too. The very few issues my sister has had and needed to be returned, Adam, the General Manager of this store, has always followed through and made it right. I read another review saying how rude he is. I was shocked. Our experience has been quite the contrary. He was super kind, funny, and upbeat. He was very attentive to our needs, and my sister is familiar with him as "he is always there helping everyone!" she says. I worked retail for many years and the whole experience comes back to the manager. If they love their job, their employees will too. Clearly that's the case at this store. This location and these employees are great. Go there and judge for yourself! read more

I received a bed for almost 2months waiting and the bed was damaged and i sent e-mail with pictures but they never response about it. Also even i could not get the part of bed hahaha they said it is coming next year!!!!! Are you kidding? Even you do not have the product, why you are selling it??? I love their style but horrible services. read more

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I had a wonderful experience shopping in this West Elm! My family was searching for a new bedroom set and we were having a tough time. The manager, Adam Cooper, really helped us mix and match, clearly letting us know our options for picking up the furniture, and ordering some pieces as well. I felt like I got a lot of support, good direction, and generally it was just a great experience. read more

Terrible experience with saleswoman there who apparently is okay with letting dogs roll around on the furniture even when I complained that it was leaving its hair everywhere. She told me that it was "my problem". read more

I was helped, and I use the term loosely, by a middle aged man who was rude. In the past I bought furniture for two houses there, but will not bother to go there again. That person needs to get educated on customer service or get sacked. read more

If I could give this company zero stars, I would. To begin with the furniture is overpriced. We were promised a delivery date at the beginning of July which turned out to be July 29. Then the item delivered was broken which was hidden by delivery guys. No response from customer service, the people in the store won't even discuss it. Have tried everything to get help with this issue and absolutely no response. At this point I want them to come remove the broken couch and I want to forget I have ever heard of this company. I have spent way too much time and energy dealing with this. read more