RUDE RUDE RUDE associates , worst customer service ever . I put a sofa and chair on hold per associate approval , came back few hours later to pay for them and another associate told us chair was sold and sofa was not illegible for hold since it was a floor model ! Explained that the other associate took my name and phone number on a hold slip . He then flipped and kept talking very rudely that they don't hold floor models which we would have understood had he talked politely . They lost a $1000+ sale and clients ! Will never be back ! read more

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

Worst customer service/delivery experience ever. I ordered a bed that was delivered with the wrong legs. If has taken them 4 MONTHS and multiple incorrect appointments to finally get it fixed. The level of ineptitude in the home delivery department is mind boggling. At one point they didn't even know who had come out that morning on their behalf because their records showed an afternoon appointment. The lack of communication between departments is disappointing to say the least. I'll be taking my business elsewhere from now on. read more

Had a phenomenal experience with Raj at this location. He was professional, kind, and completely changed the way I viewed the space in my new apartment with the Room Planner. Overall great customer service and West Elm gained a new customer. read more

The team at the West Elm Southpoint is super helpful and in tune with their customers. I have always appreciated how knowledgeable they are about their product especially where they are made and which have recycled or natural material. I was in the other day not having a clue what I should get. The general manager caught on immediately and directed me to one of their designers who was able to walk me through everything and now my living room looks great! I appreciate the attention they were able to give despite the store being packed with other folks. read more

I returned a duvet and comforter and one of the people who worked there was sooo rude about it i honestly was taken aback.

The worst customer service I have ever experienced. The store manager, Adam is rude and condescending and should not be interacting with the consumer. read more

I've been shopping at West Elm in Southpoint for a few years and have had nothing but great experiences. The staff is always incredibly helpful and quick to answer all of my questions. I recently redecorated my apartment and made several trips in the store to purchase some new furniture and a new rug. The store manager came over and helped me figure out what would work best for my space. He was very personable and made the entire experience a breeze. I'll definitely be coming back in the future. read more

Three years ago I purchased some drapes at the Durham store. When I got them home, I didn't like them and returned them the next day. It took me six months and a dozen phone calls to get the company to stop billing me for interest and penalties for this purchase. As expected it hurt my credit rating.. In August I purchased a small chest at the Boston store. When it hadn't arrived nearly 6 weeks later, I decided I didn't want it and called to cancel. I was told I couldn't cancel while the item was in transit to the store and would have to call back after I was notified that it was in the store. I did this in early October. I still haven't received my refund. The store manager has tried to fix this for me, but neither of us can get accounting to send me my $400. I called last night and informed the salesperson who answered that if I didn't have the check this week, I would file a complaint with the Mass Dept. of Consumer Complaints. After purchasing several thousands of dollars of furniture from them, I've cut up my West Elm credit card. read more

An overpriced IKEA! Deliveries, unless you have special white glove service, are just left outside. They left 3 items outside my garage!!!! The delivery person didn't bother to go to my front door and ring my bell, I stayed home because I wanted to accept the items upon delivery. And next it is unboxing and assembly time (I honestly missed that aspect of the mid-century shoe rack I ordered. The instructions were similar to IKEA but less succinct. It was hard to decipher which part was A, B, C, ETC. What a disappointment!!!! i had expected a little more for the price. This would not have happened with West Elm's competitors...at least the delivery person would have had the courtesy to ring my doorbell. read more

Wow! Guess I'm not the only one ... rudest manager:associates ever.. your furniture isn't all that either.

My husband who is a highly decorated USMC disabled veteran has a service dog, and when we went into the store today after driving from Wilmington to go there to buy new furniture, were completely embarrassed by how rude and loud one of the employees were about his highly trained service dog, she had a disgusted look on her face, her hands up, inched away and instead of helping us, the employees stayed behind the counter and whispered! We left and are in the middle of handling with corporate. read more

I love west elm, but the box store is lacking and if youre used to the catalog will be nothing but disappointed at the selection available in store. read more

WHAT A SCAM!!!!! Very disappointing shopping experience!!!!! I wanted to buy a bed and two night stands. The night stands were on sale (20% off) until the end of day...BUT...there were no night stands in the warehouse...so instead of having the opportunity of paying based on a 'sale price' I would have to have the night stands shipped to my home for 10% of price. So 20% discount turns into 10% discount....I consider that a shell game...if I buy a product when it is on sale, I expect the SALE PRICE. I live a mile from the store and could have easily picked up the merchandise at the store, WHICH WOULD HAVE ALLOWED ME TO HAVE THE SALE PRICE...BUT...since it wasn't in the warehouse, , and the warehouse would not have been updated until the next day when the sale was over, I could only have it shipped to my home (at 10%) or pay full price the next day!!! So, in short, the 20% sale price is BOGUS...HOW DOES THE CUSTOMER KNOW THAT THERE WERE ANY PRODUCTS IN THE WAREHOUSE DURING THE SALE PERIOD????There are too many furniture stores for West Elm to try to dupe customers so obviously!!!! PS the sales person never mentioned honoring a 'rain check' or checking with a manager to honor the sale...BAD BUSINESS... read more

Just left this store was prepared to make a purchase. Sadly no one greeted me or offered to help despite what seem to have been a well staffed shift with no other customers at the time shopping. Wow taking my dollars elsewhere! read more

Manager Adam told me that I am not welcome in the store again. I had some trouble with an associate completing my order. He said that I was rude and condescending. I was terribly confused until I read reviews here and found that many customers have had trouble with him. One wonders why they keep him around. I cancelled my order and will find chairs where I am welcome to spend my money. read more

I went into this store to check out a sofa in person I had seen online. The sales woman who was attentive to the point of attached to another customer, never greeted me, edged me out of an area she was showing this other customer and stopped only once to ask me to make sure the item my son was holding, THAT I WAS PLANNING TO BUY, wasn't glass. She didn't want him to break it. I understand that kids act up but he was walking beside me holding the item. She was way out of line and West Elm is a mid-level furniture store at best and certainly not as exclusive as I'm sure she'd like to think. I'll never step foot in that store again. I hope the woman she was climbing all over was planning on buying a sofa, because I was. read more

I've always had wonderful experiences with the customer service at ths store. I love that they give customers the opportunity to make a personal appointment with a designer. Thanks for the good work! read more

Fantastic store with helpful staff. I needed to place a large order and I have to give credit to Devyn for being extremely helpful and nice. Her knowledge of items in the store was amazing and she gave me great suggestions. I'll be sure to come back to have her work on other rooms in my home. read more

Complete headache! West Elm has really cute stuff, but expect the worst customer service ever. A bed I ordered was on back order. I was not notified until I called and complained about the delay. The lady I spoke to said I could just cancel my order! When I called the store where I bought the bed, I was told the associate merely places the order online just like you can do at home! I called back to customer service and was told by a supervisor that she would personally track my order. I never heard from her again. When I called back to the store, turns out they had the frame in stock! Again a call back to customer service and there was no way they would help me get the bed in the store delivered as opposed to waiting for the backorder bed. Again I asked to speak to a supervisor, they were all busy and was told I would have a call back the next day. 3 weeks later and no call. Next time I will spend a little more and go to Crate and Barrell. Not worth the headache! read more

The store manager Adam Clay in Southpoint was so rude, that though I entered with the intension of buying a Henry Dove Grey Sofa that day after not being acknowledged, or welcomed, or told that someone will be with you in a minute etc. I was ignored though he obviously saw me. I looked around a big and then stood in the middle of the store. I held up my hand and laughingly said "Here's a Sale" He then came over and told me how he was busy when I came in...and continued his talk - which is really the talk you have after a tough day with your wife at home, ended with telling me I wasn't nice. I walked out went to Crate and Barrel and purchased a sofa there, called West Elm Corporate offices and reported him to two people about it. This evening I will write to corporate showing them my sales slip from Crate and Barrel to show them that a rude employee can ruin a store. RUDE RUDE RUDE man. I started in retail and never treated or was treated by anyone like that before. If his name is Adam Clay, AVOID AVOID AVOID toxic person. Sales women kept their head down, a real sign they're working for a tyrant. read more

I went here with my husband after having dinner hoping to get accent ideas for our built ins. We were not greeted when we walked in although the store was empty and the two employees (one of which looked like a manager) were just chatting at the front. It was ridiculous to see the Caucasian people who came in 5 secs behind us IMMEDIATELY get greeted. Needless to say I will not be back as there are better and more upscale options in the area! read more

We had a fantastic experience at West Elm at Southpoint in Durham, NC recently. We love most items we see in the catalog and on the floor, but our tastes are so varied--eclectic even--that we need help choosing pieces that will fit not only the space but also the ambience of our rooms. The design team at the Southpoint West Elm location has repeatedly come to our rescue in this regard. They've had us bring in measurements of the rooms and pictures of existing non-negotiable furniture, wall color, flooring, etc. and then presented several cohesive options. The designer then even made a special visit to our house with swatch books and images of our top choices before we locked in our decision. We're so happy with the choices that we made. Also, our experience when we walk through the door of the West Elm at Southpoint is that we are greeted with attentive smiles and inquiries as to how we can be helped, yet we never feel that we're being pushed into a sale and if we want time and space to browse or discuss our options, the personnel is understanding. When one of our picks--the dining room chairs--turned out to be a discontinued item, the manager helped us track down enough of them across the Southeast region, calling each store to verify their quantities and to arrange for free shipping to our house for those further away, and for longer-than-normal holds for those stores we could get to for pickups on the weekend. Finally, we really enjoyed our exchange with the manager when we discussed our professional discount options: one of us is an architect and the other a teacher; the discussion even morphed into one about particular architects whose work we admire. Needless to say, it was not the typical cold retail experience. It is precisely this sort of friendly, dynamic, personalized, human experience that only localized brick-and-mortar stores with talented and caring individuals can provide the online and catalog retail corporations that make the shopping experience enjoyable. Thank you for your help. We'll definitely be back. read more

We ordered a leather sectional to be delivered to the store on Thursday for Saturday pick-up. A piece of the sectional did not show up with the scheduled delivery on Thursday. We are two hours from the store and will not have another window to pick-up the sectional for another month. The new operations manager has done a fantastic job yesterday and today correcting the situation, staying in contact and finding a way to make it right for us. I do not normally take the time to write reviews, but her great effort and pleasant attitude prompted my husband to ask where we could commend her great service. read more

I called this West Elm to buy furniture for my new loft in Durham (I am moving across the country and need new furniture). I have shopped at West Elm, Pottery Barn, Crate & Barrel, and Restoration Hardware in Colorado for this new furniture. The service that I received at the Durham West Elm store was without hesitation the best service I have ever had. Specifically, I worked with the store manager (he just happened to be the one who picked up the phone) and he was a most informed, professional, patient, and creative person. He carefully reviewed the blueprints for my new home, helped me pick out furniture that would fit the space (and me - I'm 6'6" tall), he gathered and photographed swatches and guided me on design. I am, by nature, overly analytical when it comes to large purchases and I ask TONS of questions. The store manager knew every answer and was patient with my questions. I think the end design is going to be just perfect for my space, needs, and budget. I seriously feel like I got free expert design consultation - can't beat that. Also, he helped me find furniture that was on sale so that I could maximize my budget. I can't say enough good things about my experience with this purchase and employee. I will definitely shop more regularly at West Elm. read more