Our custom-made bed ($2,732 USD) was delivered without legs. From day one, this delivery was incomplete and unacceptable. For context, the bed was ordered on August 27, 2025 and delivered on October 3, 2025 -- missing a critical component, the bed legs. We immediately reported the issue and were told replacement legs would be shipped promptly and that professional assembly would be scheduled once the legs arrived, since the mistake was entirely on West Elm's part. We also paid for White Glove service. On November 25, 2025, nearly two months later, we finally received a package -- only to discover it contained another customer's couch legs. This was not our order. After contacting customer service, I was promised that the correct bed legs would be sent via expedited shipping and that assembly would be scheduled once they arrived. We returned the incorrect legs to the West Elm store at 2921 District Ave #100, Fairfax, VA 22031 that same day. Astonishingly, two days later we were sent the exact same incorrectly packaged legs again. At that point, West Elm's failures forced us to fix the problem ourselves. We personally shipped the legs to the correct customer in Georgia, whose address was listed on the sales order. My partner included his contact information, and that customer later reached out and shipped our bed legs to us. To be absolutely clear: West Elm never delivered the correct bed legs, despite promising escalation and resolution. More than four weeks passed with no follow-up and no delivery from the company. Once the legs finally arrived through this workaround, I again contacted customer service to schedule the professional assembly we had been repeatedly promised. After an hour-long phone call, I was told the request had been submitted and that the builders would follow up. I waited four full days. No one contacted us. When I attempted to call the number I was given, it was disconnected and no longer in service. With no support, no follow-through, and no accountability, my partner and I were forced to assemble the bed ourselves, despite paying for White Glove service and being assured multiple times that professional assembly would be provided. This experience has been unprofessional, infuriating, and completely unacceptable. West Elm made repeated promises and failed at every single stage -- fulfillment, communication, escalation, and customer service. For a company charging premium prices, this level of incompetence is inexcusable. This was not a minor inconvenience -- it was months of stress, wasted time, and total disregard for the customer. Nobody should trust this company, it is not worth the stress, and if I could give no stars, I would. read more

I would give zero stars if possible. They don't deserve any stars. Ordered a custom bed at price $2699.00 in March 2025 and was advised Bed wouldn't come till December. Bed came in September, without legs to the bed therefore an incomplete delivery and took pictures to notate and file a claim. Customer service for some reason denied the claim. After numerous phone calls to customer service to get our legs so the bed can be completed, we finally got resolution. Legs came in late Nov 2025, the legs were for another customer of West elm. Gave the box back to west Elm, only for a week later to have the same box delivered back to us with the incorrect legs. Went ahead and shipped the box on my own behalf to the person on the sales order, come to find out she had our legs. Once we got our corrected legs, went ahead and called into West elm to finish out the delivery. They gave us a number to call to complete the build...the number is out of service. We took it upon ourselves to build the bed. Our sales rep kid you not was named Tina Turner... Strongly advise if you buy anything from this store only to buy what they have in the store. The customer service after purchase and follow up with the staff is like pulling teeth from a baby. Not too sure how this company operates but a "High End Store" really slaps you on the back end. Please BEWARE OF ANY PURCHASE FROM THAT STORE, go Elsewhere. Wish we read the reviews prior to purchasing. read more

I went in the other day to request assistance and tips on how to clean a custom-made chair from West Elm. The associate was nice and helpful. Parking is easy if you park in the underground parking. I enjoy Mosaic district with all the stores that I usually shop!! read more

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I would give them ZERO Star if I could. I was not going to write a review until I give them a chance to take care of the issue. Extremely Disappointed - Poor Product Quality and Customer Support Order #351280741064 I am beyond disappointed with my experience at West Elm. After waiting five months for delivery, we finally received our couch -- a purchase of over $2,000 -- only to discover that it's completely uncomfortable and defective. Within just six months of use, the wire inside the seat cushions began poking through, making it painful to sit for more than a few minutes. For a premium-priced couch, this is absolutely unacceptable. When I reached out to West Elm for a resolution, I was offered a measly $500 store credit -- as if I would want to spend another dime at a company that clearly doesn't stand behind the quality of its products. No replacement, no repair, no real accountability. Just a credit that doesn't even come close to covering the cost or inconvenience. This entire experience has been a letdown from start to finish: the excessive wait time, the poor craftsmanship, and now the dismissive customer service. I expected much more from a brand that markets itself as high-end. Buyers beware: West Elm is happy to take your money but won't be there when their product fails. I will never purchase from them again, and I strongly urge others to look elsewhere for quality furniture and responsible customer service West elm - Maybe this can get your attention. read more

HORRIFIC customer service. They try to give you "good customer service", starting out what looks like "going above and beyond" but in the end, fail - lackluster service. KEVIN is the worst manager I've ever had to deal with. He stopped responding to emails just because he got annoyed when he said he'd help out. If I could give this store -2 stars, I would. Kevin gets a -99. Worthless manager ever. The employees there know NOTHING. I knew more than them... quite sad. read more

A singularly awful customer service experience. a trip to the DMV would have been more satisfactory. I worked with a desginer and specifically ordered a sectional one way - they created it facing the opposite direction and then tried to blame me for their error, despite me showing email. correspondence with the designer that clearly supports my claim. Still trying to get my money refunded but it feels like shouting into the wind. Customer service disappears for weeks on end and it increasingly feels like West Elm is just trying to hold onto the cash for as long as possible in some bizarre carry trade. Order from literally anywhere else (even the DMV.) read more

Non existent customer service. I went in about 230 on Thursday 21 March 2025. No one greeted me. No one asked if they could help, and I had intended to buy something. No one said 1 word. The people in staff right now need to be fired. That's why included the date/time, so the district mgr would know who to target. Will order online. Don't shop here. There's a store at Tyson's. Go there. read more

As we approach the end of 2023, one can't not reflect on the year's greatest achievements and worst blunders. I can say with confidence that ordering furniture from West Elm was one of my worst mistakes of 2023. Everything is on back order and has shipping delays for several months. Upon ordering, I promptly canceled my order and requested a refund. However, my order left warehouse 1 and was in transit to warehouse 2. At last I could cancel my order 100% once it reached warehouse 2. The next day, I received a phone call asking me to schedule my delivery. I canceled my order. The next day, I received another phone call asking me to schedule my delivery. I canceled my order. The next day, I received another phone call asking for me to schedule my delivery. To this day, I still have not received my refund, and West Elm is still trying to schedule a delivery time with me for something that I canceled. All I want for Christmas, is for West Elm to leave me alone and give me my money back. Great value furniture! read more

I placed an order with West Elm and had the WORST experience with their customer service and order processing system. I don't know how such a company can stay in business this long with such poor quality products and customer service. read more

Don't buy furniture from this store even by mistake. Worst customer service. Good luck with calling them and waiting and trying multiple times for your questions. I ordered a table which supposed to deliver in mid July but after waiting couple more days, I found that. it is not even shipped. I called their customer care to cancel the order and they confirmed it was canceled. I asked multiple times and a customer representative confirmed it's cancel but they don't send email confirmation. After few days, when I did not get a refund I called back to confirm and found it was a cancellation request processed at their end but order is not cancelled. Additionally, they asked me to pay for shipping even if I asked to cancel the order because now it is in transit. OMG! Do I suppose to pay $250 shipping for the furniture which did not arrived on time and I canceled earlier!!! Don't know how this company will survive read more

BUYER beware. Better off getting secondhand than buying from the store. Asked about an industrial side table furniture piece and one of the associated said it would be an additional 40% off the piece and that it was NOT part of the furniture flea section, and then the other lady who's working there said there is NO 50% additional discount however it IS part of the furniture flea section! So basically they picked the one that gives a smaller discount off the furniture peace - wishy washy much? I mean you should honor what you say or at least keep it consistent so that different employees aren't telling you different things. I wouldn't be surprised if they end up selling that table for a discount to someone else. This is not how you do proper business! read more

Manager Name Miller is very rude and has the most terrible customer service skills, it's the worst store. I personally love West Elm and buy all my furniture but because of their Crap customer service, I had to walk out of their store and buying from other location, specially the manger I have no idea what's wrong with him, please take care of this horrible customer service issue in this location (Fairfax , VA) read more

I really like going here to check out furniture but the amount of help I get is hit or miss. Sometimes staff are super helpful and at other times it's hard to find someone to help me. The majority of time I shop online. Then I come here to get samples and see what the item looks like. Then I end up ordering online. read more

My name is Lito Torres. I purchased at the West Elm store an Axel 2 piece leather chaise sofa last Nov 2022 in the amount of $ 4,088. I paid using a combination of West Elm credit card thru Capital one in the amount of $3000, and the balance using my Discover card by purchasing a West elm gift card which in turn was used to pay $1088. The sofa finally arrived last March 28, 2023 after waiting for 4 months and 3 delivery postponements. When the sofa was delivered, the cushion was ripped (box knife cut). Why did that happen? Where was quality control? Also it was not the color I wanted. So disappointed . I spoke with Sandra (West Elm VIP customer rep - very nice lady) by phone about the problem, and after some discussion, I decided to return the sofa for full refund. I just got my credit card refund of $3000 today as well and the e-gift card for $1,088. Ms Sandra told me to ask the West Elm store where I bought the sofa to get the cash refund of for the west elm gift card of $1,088. I went to the West Elm store today April 10 at the Mosaic district in Merrifield, VA around 3pm. There were no people in the store except for two workers at the register. I spoke with those 2 people and told them what happened from the beginning. I told them I need to get the money back from the gift card because I want to buy at some other stores like Haverty's or Hamilton stores which do not honor West Elm gift cards. They said NO to getting cash back for the gift card. They said it is store policy. I told themno one told me in November that the west elm gift card can not be exchanged for credit to my discover card. How come they allow the use of my discover card to buy the west elm gift card to buy the sofa and now that the product is returned , they can't return my money back so I can use it somewhere else. The two persons at the register acted like they are sorry but their tone and demeanor said otherwise. Pretty appalling. They could not care less, no empathy, for what I've gone through the past 4 months. They make me sick. I only went to West Elm because my sister, sister in law and a co worker recommended the store to me. They said their product and service are top notch. Several notches above the rest. Oh well, with my experience I beg to completely disagree. I prefer to deal with folks at Target or even Walmart for better store customer service. West Elm is so overrated. High price for obnoxious store service, after you spend thousands of hard earned money. Never will I go back to West Elm. I would now think the same with the sister stores like William Sonoma, Pottery Barn, Mark and Graham. All over rated. Suppose to be high level product, but with obnoxious store customer service, that's not for me. I will spend my thousands somewhere else where they will treat me with empathy. I will tell everyone about this horrible experience. Just thinking about those two store folks really make me sick. Lito Torres read more

Expensive and poor quality. Poor customer service and half the time it's broke. Do not buy from them

Note: this rating does not apply to the product line; it applies to the Mosaic store location. I will add myself to the camp that the customer service at this location is nothing short of disastrous. They are almost intentionally unhelpful. E.g., I wanted to look at an item that they placed high on a shelf. Can you bring it down? Nope. Can you bring a ladder so I can go up and see it? Nope. A complete failure in customer service. West Elm: if you are reading this, know that I use this store exclusively for trying items/seeing how they look; afterward, I go home and buy them online. This storefront will never get a cent out of me (but your product line continues to do so). You're wasting rent in this premium location. read more

Allegra was so helpful and patient and customer service oriented. Thank you for helping me find the pillows I sought that were sold out online. 5 stars for you! Nice big store. The rest: Zero stars Its unpleasant to basically be greeted at the door by security. The bearded burly guy with glasses --I assume the manager--and the smallish bald tan man were way too obvious in coming around the corner to see what I was doing in the clearance area. Clearly they had communicated with their secret service like headsets. I felt most uncomfortable and a blind person could see how you are guarding the store as if treasure would be stolen. When I first entered the store asked the same "manager" whether an item I saw online was in the store (online indicated it was). He didn't care enough to ask what the item was or if he could look for it or help me. Just stood by the front door like a bouncer. He outright said they do not have it. Just an all around terrible experience. As I checked out he was near that area and had the nerve to ask if I found what I was looking for. WTH? I've spent thousands here. Will not ever buy from this location again. read more

This place is nice in cool, but from what I have seen, nothing is saying "Buy Me." Sorry, these chair are talking to me like the statue Peg Bundy saw. Maybe next time. read more

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Oh the staff here took such good care of us through our bathroom remodel. Each person I worked with searched high + low for items on clearance I could use, they helped me think through design choices, and were so gracious throughout. And there is easy peasy ramp-parking right across the street! So grateful across the board! read more

If you're reading this, yes, customer service at West Elm stores is actually that bad! But you still like their stuff. It's pretty but overpriced, and when it's on sale, you'll still buy it. I was that person. Here's what I recommend instead: for sofas, go to Bassett. For nice small things, go to CB2. IKEA is still a good choice for basics and furniture: their nonexistent service is still much better! And if you want to go back to West Elm with a lack of dignity and self-respect, then just do it online, and don't expect to return anything. read more

Do not buy anything from this company. I've read all of the reviews on several different sites and they are all of the same. I took a risk and ordered a couch. It shipped on time but the connectors for the sectional were drilled in upside down, the legs came chipped. The delivery company tells me that the couch is made in China and their QA isn't the best. Strike one. The legs stained my carpet. I called West Elm customer service about the carpet in January and the representative told me that she would send me communication so that I can send pictures and file a claim. I never heard anything. Fast forward to February and the couch medic comes to fix my couch so that at least the sectional connects. Turns out the legs are not finished! We flip over the couch and there are more stains in the pattern of the legs. Strike two. I wait two weeks for follow up on when the new legs will come so that they can send another medic to install them. CRICKETS. I email West Elm and they have two representatives email me back with nothing but "we are working on it." Obviously they don't document anything in the system. It is now March and I'd love to get some sort of resolution. I will never buy from West Elm again. read more

Buyer Beware of furniture from this store! Our experience ordering the furniture in the store was fine. Busy and took a while, but fine. That was in September. We were told that due to our selection, our furniture was being "custom made". The first delivery date was set to be in November, then December, then finally set to be in Jan - 4 months after ordering. Calls after calls to figure it all out. Ok Covid. We get it. So we were happy to finally get our stuff and lo and behold when it arrives, the chaise and sofa don't fit together! The delivery guys couldn't connect them because the sofa had different legs and was about 1 inch lower than the chaise part. So much for custom made and quality control! We were told to call West Elm that day and let them know so they could find the right feet and send them. Which we did. Ticket Issued to the "Quality Team". They will call you back... Waited, waited... no call Called back again and spoke to another Customer Service rep who checked all the notes and gave me the direct email to "Quality Team" and told me to email them. So I did. They emailed me back something akin to, We don't deal with your type of problem. So called back and another nice customer service person said it looked like they had ordered another set of sofa legs (how did they know which ones??) but that she or her manager would get to the bottom of this in one or 2 days. No call returned, again. So my husband called the store and spoke with the manager and explained the situation and he checked the notes and said the legs perhaps would be ready in April - mind you - these are like 3 inch wood cylinders. Goodness knows what will happen in April. I asked that someone come to the house with the new legs to confirm they are correct and the sofa sides can connect correctly no response to that. Certainly does not feel right for how much we paid and the fact these are new! Good luck folks! read more

Terrible customer service here; the store is bigger than the one in Washington DC, but the sales associate I dealt with couldn't have cared less if I had wanted to buy all the furniture in the entire store or if I had scribbled on the couches with a marker or dumped coffee on the couches. I was trying to decide on dining room chairs, and was trying to ask for advice on what could be easily reupholstered in the future and the girl that was helping had no clue. It was as if she didn't actually work in a store that sold furniture, nor did she seem to care. We ended up spending close to $1000 here, and her attitude when she was placing an order online for us (from inside the store) was lackluster at best. The final insult to injury was the shipping charges; for spending that much money you would think the shipping charges would be reasonable. But despite their advertising of a one flat rate for white glove delivery service, of $129 for orders up to $999, they ended up charging me almost $200 for shipping, saying that the dining table came from a different warehouse as the chairs + coffee table, therefore I had to pay 10% of the total cost for those items for the shipping. I've never had a company split up shipments and shipping charges like that, and it's highway robbery. Then when I asked if I could have the items shipped to their store to avoid paying 10%, she said they would have to charge me $25 to do that. The furniture looks nice at West Elm, but a lot of things are a pain to assemble - the chairs took us almost an hour per chair to screw 4 legs on (my husband is a mechanical engineer and knows how to build furniture, but whoever designed these things is an idiot). Overall, the furniture may look nice in the store, but once you end up getting screwed with delivery and poor customer service, you'll think again before ordering your furniture from here. read more

Very poor customer service. There was I believe a French woman working about 1pm on Sunday December 13th that made us feel very uncomfortable. We wanted to purchase several items but due to her rude demeanor we decided to go with a different store. They only had floor items in stock but when we took it to the counter to purchase she treated us very poorly and basically gave us attitude and demanded that we tell her where we picked the items up from. read more

I love my chairs! Customer care was ah mazing. Delivery team was even better! I ordered my chairs online due to the poor experience I had in the store. It took an extended period of time to receive these chairs, but a quick delivery was never promised so I didn't care that they were delayed. That isn't a complaint about my online shopping experience. Online said it be 3 weeks to receive the chairs. I thought that was quick considering it was the holiday season. By the 3rd week My tracking update email hadn't progressed, so I called customer service to check on where the chairs were in the process. Each time I called they worked hard to find out where the chairs were and to find a time frame when I'd receive them. My only issue with this whole transaction is that the sales staff at the store never left the counter. I had visited the store in the middle of the week around 1ish because I didn't want to arrive at a busy shopping time because I had questions. The store wasn't busy so I was excited to make a purchase at the store. There was no one even at the counter ( no other customers) to be busy with and there was only a few other customers in the store milling around so it's not like the staff was busy with work. When I did get help it was because I found them up at the counter, there were 3-4 sales associates hanging out behind the counter. They were just talking amongst themselves when I approached the counter. My first question was about "for real" delivery time frames. I was speaking to one sales associate at the register but another sales rep spoke over her and sounded condescending about me expecting the chairs within 3 weeks. Neither person really answered my question, and I was only asking the question because I was just going off of the websites information so I didn't even bother with the rest of my questions... I knew there would be a delay since I was ordering them after the Thanksgiving holiday. I had more questions about different 2 other sets of chairs and wanted to get their input but they didn't seem interested in leaving the counter or answering my questions. I actually left the store and ordered the chairs online within an hour because the sales staff was so unhelpful. Unfortunately, a website was more helpful. That's a sad social commentary! I love my chairs and the quality was worth the $ and the wait to receive them. The delivery crew was very helpful and kind. Super communicative and helpful. They went above and beyond! Well done West Elm online! As a side note: I was willing to spend more $ to purchase additional items to go with these great chairs in the store! read more

west elm - Great chairs! Worth the wait! - Furniture Stores Near Me - Fairfax, Virginia

WARNING!!!!! Read these reviews before purchasing furniture from West Elm Mosaic. We just moved into a new home and had to purchase a dining table and chairs. I specifically explained my situation that we needed items in June, not later and worked with the salesperson to find items with quick delivery. I paid the full amount and they of course take your money immediately out of your bank account! Days closer to delivery, I call to confirm date and time and they tell me they don't have the base of the table, just the top. They don't know when they can deliver ... MAYBE sometime in July. These people have no respect for the prices they charge! What do you mean "maybe sometime in July"? How are you so flippant? So I cancel the order. The salesperson, Kevin Perez says he cancelled my order and days later I discover he only cancelled the chairs. It's a bloody cluster. I've been on the phone for 3 days trying to get my money back. Plus they are not refunding the delivery fees because I cancelled. They had half a damn table and indicated they won't deliver this week. I kid you not! Just don't bother! Their furniture looks good and it ends there. Customer service and follow through sucks! Read reviews people. read more

Furniture quality is not what it should be. I will not be buying furniture from West Elm ever again. We purchased 4 Mid-Century Dining Chairs (saddle leather nut, blackened brass, item #842125) over a year ago. Back in March, the back of one of the chairs came loose so we could no longer put our back against the chair. I contacted customer service and they replaced the chair for me. Great. Unfortunately, 5 months later and the same issue has happened to a second chair and a third is loose. I am very disappointed at the quality of these chairs. I would have expected more for the price we paid. According to the West Elm website their "products are engineered and tested to meet and exceed industry standards in all areas." I just don't see it. read more

This may a store with the friendliest and most knowledgable staff that I've shopped at. It's a decent sized store with a good lay out of furniture to help you "figure out" what you may want at your house. They have a mixture of couches, bed, sofas, sectional, dining tables and lighting features. Honestly if your going to buy anything hear... it makes sense to open a credit card and get 10% back at everything you shopped for. Although it comes back as credit which forces you to come back and buy more stuff (it still makes you feel like you save money) They also have military discount however it's... usually not used b/c most things are 10-20% off all the time anyways. Their return policy is pretty much on point (I guess that's why you pay the hefty price). But they got decent quality so you won't be disappointed. read more

We ordered a dinning table at the end of January 2022. They told us that delivery would happen in about 2 weeks. Since then, delivery was pushed out twice apparently due to the pandemic. We're close to the end of March and we still have not received the dinning table or an update whatsoever. We also tried to cancel the order twice. They said that they will 'put in a request and get back to us in approximately 10 days' but nothing happened. Oh and they charged the credit card. We're talking about a $2000 dinning table. I checked the website today and the listing for the table says it is 'in stock and ready to ship.' I will put in a complaint with my credit card and every consumer protection agency I can find out there. This store is a scam. Unbelievable how they trick people with their nicely furnished store and website. Order number: 320303635033. read more

Worst company to deal with ever. Sales staff has zero flexibility or empowerment to solve problems in store. Bought several pieces of furniture here and it was a nightmare with the delivery. Their strategy is to tell you a piece of furniture will be delivered in 2-4 weeks (or sooner) and then when you pay and get the email receipt it has a much longer estimated delivery date. Also, I purchased a mattress from them and I asked it be delivered to my new address that I hadn't moved into yet. I didn't worry about that because they will supposedly tell you when it's been delivered. My plan was to go over to the house once delivery was confirmed and take it inside. Guess what? The mattress was delivered and it sat in my driveway for 3 days (got rained on too) because the delivery tracking system never updated that it was delivered. All it said was "out for delivery." When I complained about that, West Elm's excuse was that they contract out their deliveries. Nice! They wouldn't take responsibility for it. Its obvious they are willing to leave their brand image in the hands of an inept delivery company. Finally, I was owed some gift cards for furniture I cancelled because they couldn't deliver within the timeframe they said they could. I received those cards and when I tried to use them online to purchase something they didn't work. It gets better. I called to inquire about the gift cards and they said they would cancel and reissue the cards immediately. Here it is almost two weeks later and no cards. I called to inquire and they told me the cards were never reissued for some reason. They are now telling me it will take 5 business days to confirm one card has been canceled at which point it will be reissued. 5 BUSINESS DAYS TO CONFIRM IT'S BEEN CANCELED? Just one problem after another after another with West Elm. What a completejoke!!! 7/15/19 - Update. This is how much of a mess West Elm is. I cancelled the sofa order (see below) over a month ago. Already got my money back, but I received an email today saying that the sofa delivery will be delayed because it's back ordered. Hahaha. read more

west elm - Furniture Stores Near Me - Fairfax, Virginia

Let me clue you in on the runaround I'm getting from West Elm. Ordered a couch, and as the delivery guys were setting it up, one of the legs snapped in half (it was a problem with the wood - not their fault at all). However, since I've been waiting a long time to receive the couch, I was expecting that I would get a new leg sent to me quickly. I received the tracking, and estimated delivery is over a month away. For one leg. I called customer service and talked to four different people, and even requested a leg from the retail location - let that couch be crooked! The one I paid good money for is unusable for a month or more, which I think is completely unacceptable. Fix your policies on broken products - keep extra legs in stock at the retail locations, instead of blaming your vendors. The extra star is for the excellent customer service I received in person at the Fairfax location. The employees are kind and helpful. read more

Do not under any circumstances purchase from West Elm using their "promotional" credit card. Despite being offered zero percent interest for 12 months, which was a major factor in buying from West Elm, when the couch was delivered, they began charging 29% interest. Despite weeks of phone calls to their financing servicer and West Elm, I was denied multiple times to go under the promotional 0% rate. This ended up costing an additional $450 in interest. And be prepared to wait for your purchase. While 4-6 weeks was the time frame, one item was 3 months and the other was 4 months! read more

Buyer beware. Took out a west elm credit card due to large purchase, over 10 grand. This being assured of 10% back in points. Turns out if you don't use all points at once, you lose them. Thank goodness that came up during conversation on a small purchase.. when done, I'm done. Bye bye West Elm.. never again.. read more

This is the worst company EVER! Do not buy anything from them. Everything I have ordered so far, a couch, a lamp and a side table, has been incorrect or missing parts. Their customer service is a JOKE!. They could care less and do nothing to assist. The couch I ordered did not have the legs and the chaise was on the wrong side. It took them 2 weeks to send the legs and now the couch has to be completely remade because of the chaise, which will take another 6-9 weeks. The lamp was delivered with no parts to assemble it. It has taken FOUR calls to customer service at 45 minutes per call to get anyone to acknowledge the return. I will never order anything from them again and neither should anyone else! read more

I purchased a bed from this West Elm with an employee in person. However, everything is out of their hands as the employee worked with me on a computer, in-store, to place an "online order." Okay, fine - however, this does not absolve West Elm Mosaic District of their responsibility to assist me when I require help. The bed was originally supposed to be able to be delivered from Sept 11 - 18, when I had purchased on Sept 7. Now, I have my pregnant wife sleeping on a mattress on the floor because the bed is delayed for some absurd reason because it first ships in pieces to one warehouse before then shipping again to a distribution center and finally to my home. When I called the West Elm helpline I had a Williams Sonoma employee answer. As Williams Sonoma and West Elm (along with Pottery Barn) are related companies, you would think they would be able to help me, but NO. Every time I call, I get a Williams Sonoma employee who can give me 1/3 of the information I need but eventually must transfer me to West Elm, although each time they TRY to transfer me, they FAIL and send me to Pottery Barn, who also CANNOT assist me. So, in the end, I called the store directly and Miller, the general manager, was at first very responsive and apologetic for the foolish and irrational multiple-hub delivery scheme. He left it with me to check the online order tracking the following day and call him if I was unsatisfied with the result. Thanks for nothing, but okay, great, at least I have an avenue that is helpful at last. Or was it? I actually waited THREE days, to give West Elm time to get their act together, then I checked online. TWO of the THREE pieces had arrived in Manasses (as of today, Sept 28), but the third, smallest piece is still unaccounted for, though it left New Jersey on Sept 25. IT SHOULD NOT TAKE MORE THAN 4 DAYS TO GET FROM NEW JERSEY TO MANASSAS. Then, when I called yesterday, I got an associate and so I asked for Miller, who had told me to call him. He was unavailable, which was fine as it was lunch time. She took a message and I left TWO numbers for him to call back. I, to date, have still not received a call, though it is almost 24 hours later now. Now, according to the only source of information I can find, which is online, I can supposedly expect to have the new bed between Oct 1 and Oct 8, though I ordered it on Sept 7 and was originally told I could expect to receive it between Sept 11 and 18. Until then my 6.5 month pregnant wife will continue to have to ease herself down nearly to the floor to sleep at night. Thanks for nothing West Elm, Williams Sonoma, Pottery Barn ... as far as I'm concerned, you are the UNHOLY TRINITY OF TERRIBLE CUSTOMER SERVICE AND A PRIME EXAMPLE OF HOW TO NEVER RUN A BUSINESS. Unless restitution is made diligently and speedily, I shall NEVER purchase from any of these three companies again for as long as I live and I will certainly advise, aggressively, to everyone I meet that they should also avoid any and all business with these duplicitous, unresponsive, and disorganized companies, as well as any of their affiliated entities or parent companies. read more

Purchased pillow cases online...went to pick up. Did not realize until after I got home that item was unbagged and appeared to be a returned/used/display item. When I called to ask about return or exchange for new item...put on hold for several minutes. Subpar customer service. Furniture is beautiful, but overpriced. read more

I bought light fixture and rug from here and it was a terrible experience. First they were all returned item. The package had some cut-off part and i wondered why and asked them. They told me it's because they were returned. They told me it was inspected thoroughly, but when i got home, there were missing parts in the light fixture. read more

I had five separate great experiences at this store since December 2019. I worked with three different sales people who gave great advice and guidance, and got my items on time. I'm thrilled with my purchases! Thanks West Elm, Mosaic! read more

Never bought anything from west elm before. Bought four outdoor cushions and told the cashier I was taking them home to decide which ones I wanted to keep. Nothing was mentioned that they couldn't be returned. When I came back to return them they tried to reference the receipt that I received only after I bought them. Won't be back. read more

We used West Elm Mosaic's free design service where a designer will come out to your house to give you ideas on redecorating and layout. The designer promised to get back to us with the design layout and furniture suggestions and never got in touch with us. Never heard from her or anyone at West Elm again. A waste of time for both of us and unfortunately we were never given her contact info to follow up. read more