My purchase hasn't even arrived and I already deeply regret spending money at West Elm. I ordered a $1000 daybed a month ago that was supposedly in stock. Turns out it wasn't, it will take two weeks to ship -- fine. Then the date is pushed back, then the order tracking link stops working entirely. After trying to call four times to check the status of my $1000 purchase unable to connect with a human being, I finally reach someone after 25 minutes on hold who is extremely rude, as if I had interrupted them and they had better things to do. God, I'm going back to Room & Board. read more

Horrible customer service. This incident happened about a year ago. My husband and I were in the store when a design consultant convinced us to book an in-home design session. We had just bought a new house and were visiting the store to buy a new sofa, so we thought, why not? The consultant came out to our house one afternoon to take pictures of our living room, take measurements, and get a feel for what we wanted. We booked a follow up appointment in the store to go over the design. We then drove half an hour through rush hour traffic to make it to our appointment at the Edina location. When we arrived and tracked down our design consultant, she was totally unprepared and we had obviously caught her off guard. She had forgotten entirely about the appointment and had nothing designed for us. So instead she walked us around the store and showed us furniture and decor that was already on the floor. It was horrible and insulting. She had nothing prepared and didn't even reference our living room. When she showed us a piece of furniture and I asked where we'd place it in the room, she couldn't even remember what our room looked like or make a recommendation. Horrible waste of our time. I've never been so insulted by a store like this. We took our money elsewhere. They clearly don't put any work into their design consultations if you're a young couple in your 20s. read more

I was very excited about buying my first "nice" coffee table and purchased a marble top round coffee table from West Elm for more than $300.00. Within 1 year the marble had a hairline crack about 3"long near one side, so I moved it to an unused room thinking I bumped it or something. Within the next few months, random pieces started cracking and falling off the marble top. Nobody was even in this empty room! This table existed in an adult only home with no pets or children. I have no idea what happened that would cause pieces to just crumble off, but West Elm would not return the item, stand behind their product or help replace it. I ended up trashing it and will never purchase furniture from West Elm again. read more

Rude staff. The first staff person was helpful in *trying* to help me but could not answer my question about a lamp that I was clearly excited about (not cheap, $500 and I was clearly interested). She asked her colleague who was walking by and she rudely gave us the wrong answer. I know this later because I did more research. She barely stopped to look at me just told me the light would not work for me. She then rushed off. She was not helping another customer, she was just doing something else on her own. The clueless one must have been new or just clueless. Furniture is nice. Staff is unfriendly. Glad we also have a CB2 in town. read more

This store is great!!! My wife and I bought a new bed and a new dining table. This was our first time to the store and we absolutely loved it. The entire staff is so nice and friendly. Everyone is smiling, and are genuinely nice. Great people!!! We definitely will be going back to buy more in the future. read more

Couple of things about the store and WE overall This store is pretty nicely set up but its like all the other WE stores. They don't have a large selection but its got the basics. Their Furniture Flea used to have some nice stuff, but its gotten smaller and smaller. Quality is about somewhere between Target and CB2 - nice to look at, but may not hold up as well as you hope for the price you are paying. I recommend the tables, chairs, lamps, bedding (really nice actually)- decorative things - and skip anything that gets a lot of wear and tear (beds, couches...etc, tend to collapse.) The people in this store are actually really nice....when and if you can get a hold of anyone to help you. They seem very low on people, esp during the weekends. I have had to stand, waiting for 15+ minutes just for someone to tell me the price of a certain item because they somehow got sidetracked into checking people out at the register because there was a HUGE line, without any other assistant to help. Due to some of those issues, they seem to run low on stock without anyone knowing. I have asked about a few things furniture or large items and they never seem to have any in the back. Also, if you buy, make sure you open boxes because twice now, they gave me the wrong item in the box. The problem I really have with West Elm is the delivery service in Minneapolis. I have had a few things delivered, but furniture delivery is a crapshoot. Most of the time it gets there, but often it get delayed for no good reason. AND Ive had the driver of one delivery, because he missed me the first time, basically ask for a bribe for him to return to deliver it. Given that delivery is not free, not acceptable. So...yea, nice to look at but overall quality and service is very very lacking. read more

So you fell in love with some cool, trendy furniture did ya? So you made the mistake of buying cool, trendy furniture did ya? Don't feel bad, I fell into the same trap. I currently own 4 light fixtures, one dining room table with chairs, one side table, one rug and maybe one coffee table (if it ever comes) from this store and each has its own story of incompetent staff and garbage customer service. My most recent trip was to buy a lamp, a side table and a coffee table. All came with astronomical deliver fees which is per item, not per order, ya know, like normal stores. The lamp and the side table showed up in boxes and I had to put them together. When we ordered our coffee table the sales person said it was in stock. 10 days later, I get an email that says it will not be available to ship until mid august (2.5 months after I ordered it). Then I go track the shipment on their website and it states it won't actually ship until September (3 months after I ordered it). I ordered a sectional couch and entertainment center from Scandinavian Designs the same day I ordered the west elm stuff and the Scandinavian Designs furniture is already sitting in my house. White glove service-This is the biggest joke ever. When we ordered our dining room table and chairs, we had to pay for the white glove service. (Side note, everything we have ever bought from this store we go to the store, expect to pick it up in our car and bring it home. Unless it is a small rug, bath towel or throw pillow, don't expect to take anything home with you when you shell out disgusting amounts of money at this store. ) We received the 4 chairs first. I remember this day well. I was home from work b/c they said they would deliver that day. The delivery window comes and goes with no call or knock on the door. Its down-pouring rain outside and I see a little neighbor boy walking home from school. He is waving his arms and pointing at my front door. Confused, I go to the front door to see what he needs. There sits a giant box from west elm. little boy, "I wanted you to know you had a package so the rain doesn't ruin whatever is inside." I was within 20 feet of my front door all day and there was never a single knock on my door. A 9 year old boy had more sense than the delivery people hired by west elm. These chairs were all wood so thanks to that little boy, I was able to bring them in before they were destroyed! The table was delivered weeks later by 2 men. They could not figure out the physics of getting the table through the front door (a front door that opens into a large living room, no tricky angles). I had to tell them to turn it on its side and then show them the mechanics of getting the legs through the door. Oh, and they wore their dirty boots into my house and walked all over my white pottery barn rug. In-store service- somehow the sales staff thinks they are superior to everyone who shops there. When I tried to buy my rug I was in a hurry, running errands all over. I knew what rug I wanted and it said it was in stock. So I go into the store, sure I'm not looking my best in yoga pants and a hoodie but who cares. I walk over to the rugs, flip through, find the one I want and try to make eye contact with sales staff. No luck. So I walk over to one who is at a computer and I say, "excuse me, can you help me with a rug?". The woman snaps her pointer finger up in my face without even looking at me and says in a very snotty voice, "I'm with a customer". "Ok, well could you help me when you are done or see if there is another staff member who could help me?". Exasperated sigh, "sure". She didn't do either. Oh, I'm sorry that I want to shell out $400 on a rug in your store, please forgive me! (BTW, the rug is falling apart and looks like crap and its not even a year old) Avoid this store at all cost. You will wait months for your furniture to be delivered, once you start using it, it falls apart quickly, and the customer service is the worst I've ever experienced. You are better off at Room and Board or Scandinavian Designs or ANYWHERE else. (except maybe crate and barrel-that place sucks too) read more

I was excited to visit because I loved the products on their website. The staff was entirely unhelpful. They might as well just put a showroom under glass and have an ipad to order it online and delivered. Thought maybe I just caught them on a bad day, but I visited a second time and had the same experience. Horrible sales people. read more

Terrible quality, terrible service. I am not one to post reviews, but I honestly feel compelled to warn people. I will never again order anything from West Elm. Our experience was awful from the second we walked in the door. Below is just a glimpse into the extremely poor experiences we've had: -Waited 45+ minutes in the store to be helped because store was severely understaffed. -Very few samples can actually be seen in store. -"White Glove" delivery service is an added charge for many items on top of delivery charges, and it is not optional for many items -- beware of this when ordering. -When we ordered our couch online, it originally said 8-10 weeks until delivery. Fair. Later, I received an email saying that the delivery date would actually be 11-13 weeks. I would not have ordered the couch if I had known it would be an additional amount of time. -Their delivery contractor in the Twin Cities -- Twin Cities Moving Systems -- is TERRIBLE. They require you to be at home for a 4 hour timeframe (and they will not give you that timeframe until the day before the delivery comes). What do they expect those who work full-time to do? On top of that, when trying to schedule delivery, I had to call 4+ times (with no call back), and at one point was on hold for 30 minutes before I was sent to their answering machine. -I tried requesting information from West Elm's design service online. They never emailed me back. -To top all of this off... we finally got our couch in August. In early December, I was sitting on it watching television and the frame completely broke. It fell out of the bottom of the couch. I'm 125 pounds. We don't have dogs or kids... and, quite frankly, hadn't used the couch that often. I called immediately and... guess what? They were no longer manufacturing the couch so I was not able to get a replacement. They said they could give me a refund and that someone (I assume TCMS) would come to pick up the couch. 1 month, 5+ phone calls (from me), and 5+ emails later, nobody has contacted me about picking up our damaged couch. I was also told that I will not receive a refund until our couch is picked up, shipped back to the warehouse, and processed. Given the timetable at which West Elm and their contractors seem to work... I'm just hoping that we'll get a refund before 2018. This is ridiculous to me - we didn't want our couch to break. It isn't our fault that it was poorly manufactured. We want to order a new couch from a different company ASAP but given the poor level of service I've received thus far, I will not trust that they're going to give a refund until I see it on my statement. -I've complained about these experiences to Customer Service multiple times... best I've gotten was "sorry". Very helpful. I will never, ever, ever waste another cent on West Elm furniture. Unless you want cheap furniture and poor customer service, I'd highly recommend shopping elsewhere. read more

My pregnant wife and I were there looking to furnish our new home so we planned to purchase much of it from the West Elm store. It was not particularly busy with one of the cashiers using their cell phone. We found a table we liked but had questions so we tried to get help from an employee who was standing around but she ignored us and walked up to another group and asked if they needed help. We approached her again and said we had some questions but she rudely said "I'm helping this couple" and walked away. We decided to wait a few minutes when waited patiently for the employee to finish assisting the other couple with the check out process. We then asked for her help again but she again ignored us. We then found another employee standing around not currently assisting another customer and after we said we needed help the phone rang so she left to go answer it. We decided to leave at this point but the initial employee we sought help from approached us as we were leaving and asked if we were ever helped. We said no and she immediately turned around and didn't say a word. At this point a "customer" made a very rude comment about my wife. This was the worst experience we've ever had at a store. The shockingly bad customer service and overall contempt with which we were treated has proven to us shopping at West Elm will never be an option again. read more

West Elm has by far the WORST customer service. I placed an order (not a special order) which I subsequently needed to ammend 3 minutes later due to an employee mistake. I was told this was not possible. I could not cancel the order as it was already "processing" for an item with a secheduled delivery date 1 month in the future! They said I could return the item when it arrives in a month but I will lose the shipping costs. I talked to my local store, I talked to the manager of that store, they called their dedicated store ordering line, and finally just told me to call customer service on my own. Customer service is a complete JOKE. They couldn't be less helpful. I have been been a loyal shopper for years, but never again. Take your money elsewhere. I know this will be my LAST time shopping with this retailer. read more

Had my first visit to a West Elm a few weeks ago! Such a pretty store. The staff was just the right amount of cheerful and friendly. The layout and set up of the store gave me some really great decorating ideas! Given everybody's tighter budget these days, it seems West Elm has a lot to offer with excellent quality too. I purchased some very affordable but nice Christmas ornaments/decorations, and some awesome bedding! Can't wait to see what they bring out for spring! read more

Super super frustrated. I placed a several thousand dollar order over 3 weeks ago. The order was supposed to arrive to the warehouse 5 days later. It took 13 days, which sucks, but not the end of the world. It sat in the warehouse until I called and emailed and asked what was going on. 22 days later, no furniture, no phone call or email from anyone associated with West Elm, but they sure had no problem charging me for the furniture and the "white glove" delivery service THAT HASN'T HAPPENED. Worst customer service experience I've had in years. read more

We ordered an Emmerson table from West Elm. While their staff was incredibly helpful while we made the purchase, and we love the product, the shipping was a tremendous headache. The table was in stock when we purchased it (via phone). Then was on backorder. They gave me a ship date, but I didn't receive an update, so I called them again. I was told it was still on back order, and given a new ship date. This happened 4 times, until the table was finally sent to us. It took 3 months from the time we ordered the table for it to arrive. They do their in home setup and shipping through Pottery Barn, who are clearly incompetent. If you want their furniture (which is great), I highly recommend buying and picking it up in store, and avoiding the shipping headaches altogether. Reading other yelp reviews, it looks like we weren't alone in our terrible experience. Truly disappointing. read more

after two trips in the last month i had to post. i love their furniture and bedding but hope i never have to go to the edina location again. on my first trip, i went with the intent to buy two dressers, a duvet and sheets. i wandered the floor for about half an hour. during this time, not a single person approached with an offer to help. i went to the cash wrap and i asked someone if they could check on a piece for me. the woman who responded was "busy" and put me off for another five minutes. when she checked their inventory, she acted as though helping me was the very last thing she wanted to be doing. they didn't have one of the pieces i wanted and i left. i ended up ordering everything online. one of the pieces arrived damaged and customer service suggested i return it in store. i returned and another woman who appeared to be a manager assisted me. they wouldn't make the exchange because their store wouldn't take on a damaged piece. fine, i get it. so, i had to buy new and she made a giant deal of catalog returning the damaged item. then, her touch screen stopped working so she had me go to another register on the middle of the floor. supposedly, she made the return but could not print a receipt. i have yet to see the credit hit my bank account. two trips, two blatantly rude associates, one of whom was in a management position. who knows, maybe i just dealt with two different people on two bad days. read more

Always a fun store to walk around in and see the gorgeous vignettes. Unfortunately, staff is sometimes hard to track down- and not are as friendly and outgoing as you would imagine, especially with the price points being so high. Come knowing what you want- but I wouldn't go here seeking design advice. read more

I placed an order online for a pick up in the store and everything went very smoothly until I went to go pick it up. I had a very short window of time to pick up the items in the store. When I arrived there was one person working at the front desk who was involved with what seem to be a very extensive order. She could clearly see me yet refused to acknowledge me (a simple I'll be with you as soon as possible or better yet I'll get someone to help you as soon as possible) but It was as if I was invisible. Then a second customer came in carting a large box (I assume a return). Still nothing. Finally the other customer says something to a stock person and the women behind the desk decides "oh maybe I should use this radio system I have in my ear to get help for these other customers". I had been standing there 10 minutes before this step was taken. Help came almost immediately. I told this new associate my name and that I had a store pick up. She eventually found my order but her attitude was beyond rude. After I checked the order to confirm the correct items were present she told me to sign I had picked up the order. Then she snatched the document up turned her back and walked away and literally said "Next"! No, Thank you, No, Have a good evening--No acknowledgement at all. These employees have no customer service skills and seeing as they are the face of your company you should be greatly concerned. Honesty I will think twice about spending my money here again. read more

The experience in the store is fairly good, and the sales people that I dealt with were not the least bit pushy. However, West Elm customer service is TERRIBLE. I have a bed that was purchased less than 3 years ago, and one day a piece of the wood just snapped in half, making the bed unusable. I have been trying to deal with the customer service people for almost 2 months now to get a replacement piece or have someone fix it, and they just won't respond. It is really sad that they don't stand by their products, and I certainly won't be purchasing any furniture from West Elm again. read more

I had an excellent experience here. On a busy Saturday, Brandy, Design Consultant, helped me for quite a long time - she was helping me with design ideas for a bedroom. She was pleasant, helpful, and great to work with. I would shop there again in a heartbeat. That says alot because I live in Des Moines and drove four hours just to shop in the Edina location. read more

The store is nice, however,the staff needs better training. I have been there many times and the service is usually poor. Today it took 20 minutes at the counter and three employees to do a return and purchase (I brought back three items and purchased four). The staff is often friendly, but just don't seem to have the proper training in returns, using west elm dollars, etc. read more

This store has terrible customer service. No one is available to help you. I couldn't even check out. No one ever came to the counter.

Bought a chair from this company online. First, The 50.00 "white glove" fee was a waste of money as the delivery people plopped the purchase in the middle of my living room and left. There was zero interest in helping place it where I wanted it. Second, and by far the biggest problem, is the off gassing by the product. Almost immediately I developed nausea and a headache. My partner got hives. We moved the product to a three season porch to air out and brought it in five days later. Again we both experienced the same symptoms and returned it to the porch. I would return it if I could but it was a final sale item. I am extremely unhappy and will never buy another product from this company. I caution other consumers to be careful. read more

I was previously very happy with this store's selection, their frequency of sales, deliveries, and the ability to return online items to the store. I even got the west elm credit card when I was purchasing multiple furnishings for my new home. I have since ordered pillow cases online (5 months ago) and have not received them. In fact, I have received no communication from west elm about these except the original emails that stated they were on their way. A month ago, the call center contacted the warehouse and they were supposedly being sent again. Nothing. I have had to call repeatedly to check on this purchase, getting the run around from employees at the call center who simply wish to just get me off the phone and limited, if any ability, to speak with a supervisor. After a call again today, the pillow cases are apparently no longer available... or so they say. That would've been nice to know 5 months ago. I will avoid shopping here again and plan to cancel my card. Good customer service and communication keeps my business... there are plenty of other home furnishing options. read more

I was surprised to see this store had terrible reviews so I wanted to come on here and share my experience because it was really great. I have never ordered from West Elm before, my friend sent me a link for a couch they had on sale and I loved it and wanted to buy but the shipping was $100+ so I called this store and they ordered it for me and shipped to the store. They said it would arrive in about 3 wks but it came less than 2 wks later. They called me to let me know it arrived, we showed up and they had it ready to go. I set up the couch the other day and love it. I noticed people complaining that the legs to their couches were missing. We thought that was the case at first, but then realized they have a zipper pocket on the bottom of the sofa that had the legs and hardware in it. Pretty clever if you ask me. Anyways, I never thought to shop her until my friend sent a link, but I will definitely shop here again. read more

Hi, I ordered a porcelain city set and two items were defective. They were out of stock so the gal gave me a 20% discount with is fine but it was in the form of a West Elm gift card. They sent it out to arrive in 8-9 days. I called to ask if they would apply it to an order I want to make today after I get it as not to have the item go out of stock. But no, they cannot apply it. The associates are not helpful at all. They give gift cards for the store as discounts and the items are not as nice as they might seem in the catalog. POOR customer service. I will not order from West Elm again. read more

I went in looking for a duvet cover today. I looked all over the store and ended up asking someone who worked there if they had it. She said It was online only. Then just walked away and didn't even recommend anything else or say can I assist you with buying it online. She just walked off and back to her store duties. So needless to say The customer service is lacking in this store I was never greeted until about 30 minutes later by I think the store manager. She talked with me for a bit and suggested something but then I felt like I was bothering her as well. I will not be back. read more

I went to west elm with my parents so they could buy me a Christmas present. I chose the organic Cotten slate duvet cover ( super cute). But they were out of the standard pillow cases for it. Since I had a 10% off coupon that was about to expire I asked if they could order me the pillow cases so I could still get the discount. They went on the company computer and said they would ship it to my house and wave the shipping. After filling out all the shipping info their computer said " their website was currently down and would email me when it was back up. I received and email the next day about continuing with my check out but the website still wouldn't work for me. The next week I saw that the duvet cover was on even bigger sale( 20%off) so I decided to return everything and re buy since I needed to pick up the pillow cases that were back in stock anyways. When I returned my stuff the computer "locked up" again so she checked me out on a different computer charging me for the stuff again after I had not received my money I originally spent on the duvet cover back. She finally figured out how to put it back on my card but it has yet to show up on my statement. I'm sure I'll be making another head ache of a trip back to west elm to get my money back. read more

First off, I LOVE the West Elm company and most of my place is decorated in their furniture and decor. This review is regarding this particular location. If you like the brand, this of course if your store. If you like the brand but want any type of customer service, you're better off ordering online and returning it if you have to. There are scare employees here and they frequently ignore you if they are busy (for long periods of time) on the phone or if they are simply walking through the display room. Generally, once you do get their attention, they are incredibly rude and make it "clear" that you are bothering them. David, one of the managers, tops this off. He has been condescending on so many occasions that I will honestly just leave the store if he is one of the main people on the sales floor. It's too bad. I've lived in Chicago and Charlotte, both of which have local stores, and have had opposite experiences. read more