West Elm Concierge "service" is a joke! Bought everything here so they get the review. I placed a concierge order that was over $18,000 on January 3, 2025. The furniture was delivered to my vacation property at the end of April, but one of the beds they send was not the one I ordered. They had to reorder and it was finally delivered August 18th. I was told that I would be compensated and "well taken care of" for the inconvenience. So for waiting almost NINE MONTHS and flying to Florida TWICE, the gave me a $200 gift card. ridiculous. They also told me my key rewards would not be issued until the entire order was complete. But guess what? they issued over $300 in key rewards and they expired without me ever knowing. Key rewards dept says there's. nothing they can do and I need to talk to concierge services; concierge services says I need to talk to key rewards. Concierge service at west elm is a joke. You don't even get an assigned agent - you just wait on hold and get whoever picks up. Then you have to explain the whole thing again. I have 2 more vacation properties to furnish and I know for a face I can do better Tham west elm. Ikea would be better after this experience. read more

The store has beautiful furniture and accessories but they have the worst company customer service imaginable. Once you order your merchandise, the nightmares begin. Even if the article is "in stock," shipping can take several months to arrive and only if you are on top of them regularly. Do not special order anything!!! Don't say I didn't warn you. Your furniture or special order items can take 6-8 months to arrive and even be cancelled without knowing it. They are deceitful with their shipping charges. They say there is a flat $290 for total shipping charges, however, there are "delivery surcharges." The shipping charges for my order were more than $700. Calling customer service is easy and they answer their phones immediately. I know because I have called dozens of times. The problem is that they can't help you with anything. They don't know where your items are located, don't know the warehouse where they are coming from, and don't know when they will be shipped. They don't have a phone line to their warehouses and can't communicate with their shippers. It's painful when the items are in stock; can you imaging if they are special ordered (you can't imagine)? Their billing process is confusing and doesn't make any sense. No one can give you an explanation of charges and there is no one to help you if there is an problem. I have been overcharged $2000 and there is nobody to help me. The assistant manager of this store - Anthony - is very helpful and will go out of his way for you. Sometimes he can work miracles. He is the only trustworthy person and the only person who you can count on. However, there is only so much that even he can do. All I can say is good luck. I would never order anything else from this store or any of the William Sonoma stores. read more

This review is entirely in regard to the experience I had with online purchase and customer support. The in-store experience that I have had (midtown Miami) have been great. But I have an online purchase that was cancelled multiple times already. I have already reached out to customer support and, after jumping through so many different departments, I was directed to an Editing department where the person basically refused to give me any details why the order was being cancelled. We then placed the order again while on the phone with customer support and 24 hours later just got a notification that it was cancelled. In the meantime I still have the total amount for both orders blocked on my card and it will only be freed up in a week or so... Ridiculous!!!! read more

Excellent and professional service. Store is immaculate with a great selection. The manager Ann went out of her way to accomodate me!

This store has the worst customer service, the staff is rude, uniformed, incompetent, has a bad attitude and are unwilling to help if something is wrong with the product. This includes management level staff, a lady in short hair. I will not consider buying anything there again, despite the fact that I have purchased West Elm furniture before and enjoyed it. Even if you like the product, if something is wrong, you're on your own. read more

Bought beautiful dresser (which I love). Called store when it arrived box instead of 'white glove'. Corporate folks Ashley Hinson (Atlanta) and Fred (Dadeland) happened to be visiting the store and jumped in car to drive to my place and provide 5 star white glove service. So appreciative of their caring for this particular customer's experience read more

west elm - My new dresser - Home Decor Near Me - Miami, Florida

This is a review for my experience with the website, not the store. The worse experience Ive ever had. Placed an order 6 months ago, order #322483800536 on September 5th 2022 and as of today, there's no delivery of the entire order. I called about 10 times or more inquiring and either call would be put on hold to later be lost, agent wouldn't call back after they said they would, they would tell me the piece wasn't available and had no idea when it would be and once an agent told me the piece was found and was going to be sent but no one called for delivery. The easiest task was to cancel the order... I WILL NEVER EVER buy at west elm again and i will never recommend it either. You guys failed to deliver and it was a disappointment to do business with you. read more

Furniture takes up to 4 months and your order is often canceled after months of waiting without you even knowing

Don't be fooled by the big name. West Elm has nothing together right now. They sell "in stock" items promising to deliver within a 4-6 week window but I have waited 5 months, I've been scheduled 4 times (which requires taking off from work), they don't show up for any of their appointments, cancel last minute without any explanations, cero calls to their customers and no courtesies. Save yourself the trouble and don't order from West Elm. If I ever buy from them again it will be to check out some cutlery at the sales desk so I never have to go through their delivery (lack-of) process again. read more

The staff at this West Elm location should get Customer Service training. Five different employees past me without so much as a greeting, acknowledgement, or inquiry of needs I may have after spending over 25 mins walking around the store. They were more concerned with their white patrons (this was an unmistakable observation) than my trade & home needs. For the sake of the bottom line of this store and reputation of those that actually are conscious of the service they provide, I hope this was an isolated incident. [still unacceptable]. (May 14, 2022, 4:45pm) read more

Total disaster will not buy anything from them ever again . Bought bedroom furtive that was arriving in 3 weeks and 2 months later and nothing not even an update or an ETA . Terrible service and timing first and last time I buy anything from West elm . read more

Recently bought a table that required some assembly. Unfortunately, the screws didn't line properly and stripped in place. I contacted Customer Service, spoke to Ashley and she addressed the problem resolving the issue to my full satisfaction. Ashley is exemplary in customer service, attentive, pleasant and a problem solver. In a world of poor customer service she stands out as a true professional and I will continue shopping and recommending West Elm based on this positive experience. read more

Love love love! Love the customer service in this west elm location! My husband and I love coming here. All the material and all the products are top notch!!! You pay what you get!! And you are getting nothing but top quality products. read more

west elm - Sunday Shopping - Home Decor Near Me - Miami, Florida

West Elm has decent furniture, BUT THEY ARE INCAPABLE OF DELIVERING IT. DO NOT ORDER FROM WEST ELM unless you have a couple years to wait for what you ordered. And I do not mean the 6 month that they tell you about, but rather the extra few months that it takes their "hub" to locate and send what you have already paid for. read more

This review is for WEST ELM as a whole company. I have never dealt with a more unprofessional and unresponsive company. I had ordered a bed to be delivered by a certain date which they delayed delivery twice. When they finally made the delivery - only the headboard arrived and someone else's kitchen Island. The second time, I had to fly up to accept delivery, they only showed up with the footboard and left garbage in my apt. Trying to schedule the third time because they won't even issue a refund until the entire item is delivered. I have been on customer service calls 40-60 minutes at a time with no resolution. It has been the absolute worst experience and I would NEVER recommend purchasing from here. read more

Bought a mattress and I've been waiting for 6 months now. It keeps getting delayed. it's been an awful experience with them. They need to set the right expectations. read more

West Elm is not longer a trusted company!!!! Be aware!!! It is dishonest to sell a furniture with a delivery date that they know that it is not true. West Elm don't have enough furniture to supply their clients and are keeping selling furniture that they don't have available. They are providing false estimates of delivery times to keep clients buying their furniture and shipped several months ( 6-12 months) after their original estimated time. It is very sad to see companies well established like West Elm participating in this dishonest scheme. At this point, I'm willing to cancel my order, but their policies do not allowed it. There should be many West Elm clients that are in the same position that I am, I wish there is something that we can do against this type of scams. read more

Horrible customer service at this location especially .. ordered a little drink Table in July and there system Continued to extend till now December (6 months ) BTW my card , however , was charged months ago . After several call customer service unable to help at all. At first they said I couldn't even cancel the order. Eventually, after a a couple more calm they said they would cancel but then tried to charge me for return shipping on an item I never even received . Was able to over turn after 30 min on hold . The worst part is that there system shows i stock and website continue to say available in 1 week( lies) customer servo e says it's an estimate but nowhere in the checkout does it say estimated more lies) To make even worse I called midtown store and they had the price on display but stated they aren't Allowed to sell floor items (lies ) up to there discretions . coincidently, passed by the store at midtown Miami a few days later and behold the item was being RESERVED for a customer FOR SALE . WHAT. I was was like WTF . Well , after explaining the story they basically were dismissive and not willing to sell it time after it was on hold all day .; said had to wait 24 hr to cancel reserve for an item they state can't even be sold . Anyway, the rep do agree to call back if became available . Guess what SHOCKER no call back . FALSE ADVERTISEMENT on website ON DELIVERY DATES. And horrible customer resolution. charge your card and items never come and try and charge return shipping for items never shipped.BUYER BEWARE. WILLIAMS SINOMA /WEST ELM SCAMMING. read more

Is there any furniture company more disorganized and backward ass than West Elm ? NO, no there is not. Do yourself a favor - do not shop there. Nothing like placing a custom order after spending hours in the store, only to find out later on your own that they unilaterally canceled the order and never informed you. The best part was being put on hold for 20 mins so they could "provide a solution" and their solution was to offer me 15% off a new item.. notwithstanding my cancelled order included a 30% discount... #westelmsucks read more

Love the store and the availability of help there. Jon, who take care of us, besides being extremely good looking, ( yes, even with the mask, beautiful eyes) was amazing!! I really like it when offered professional and signature service. We were buying a sofa and had a set mind as to what we wanted. This takes time and flexibility- difficult. But, Jon did an excellent job guiding us. I am very happy with our choice and the service we received! read more

This review is for the West Elm in midtown. The location in Kendall gets five starts.

This place had 5 stars until my phone call with customer service. I bought a $2500 couch and got back certificates to purchase other items. I went on line and bought $250 worth of items with shipping included. Now they are telling me that because of 2 of items that are on backorder, they can not honor the certificate until it is shipped out. That means I have to pay the credit card and interest on items that I didn't even need, I just got them to use the certificate. They are telling me that if i cancel my order and reorder it without the items I will loose the certificate. It sounds to me that I am paying the price for their system limitations and lack of inventory control. This issue is on them selling items that they can not deliver in a reasonable time. West elm just lost a customer for $189. Great job guys! I will NEVER buy here again! I should have paid attention to their terrible ratings read more

Hi i had the best experience this past weekend when visiting West Elm. I was struggling to find a great bed for my new place and I was greeted and helped by Ann; general manager. She was so kind and helpful by helping me make this decision. Not to mention she did her all to help me get my perfect bed for the best cost. Thank you Ann for excellent customer service!! read more

I placed an order in FEBRUARY 2021 where I was supposedly going to get a couch on March 16-26. It is April 10th and I still haven't gotten my couch. The reason? Covid-19. Really? After a year they are using it as an all-serving excuse. I can't cancel it because it is in-transit. And meanwhile nobody is taking responsability. read more

NEVER BELIEVE THESE PEOPLE! Went to their store to buy a desk and office chair. We had been looking for a while and most places, except IKEA, had long delivery times. We told the sales rep this and was promised 2-4 business days shipping. She entered the order and we paid. 6 days later we got a package but it was only the chair, the table was not in the shipment. Checked my confirmation email which said 27th September delivery, it was the 28th and no table. Called Westelm customer service whom are the most arrogant and rude people! That said that I got the shipping wrong and that it was 3-4 weeks because they had to use a different shipping method. I requested to speak to a supervisor as the store rep, and my confirmation email said otherwise. I had to request this twice. The guy basically said that this was the way it was and that I had agreed to the shipping terms when I placed the order online? I repeated that I had bought in a store where they told me 3-4 business days, and he just basically called me a liar saying "that is not what I have on record". I cancelled my order and then my William Sonoma credit card. I will never shop at any of the groups stores again! read more

Bought a bed frame on December 1st. Told it would be delivered by the end of December. After several delays, they are now telling me it won't be ready until July! Plus, we were given a $50 gift certificate for signing up with their credit line that was unusable due to a glitch, but also couldn't be resolved. Their customer service is a joke. For the amount of money you spend on items here, you're better off going somewhere else for better customer service and prompt delivery. Avoid at all cost. read more

My wife convinced me and a couple of friends to walkover to this place to look at couches. The store is nice and the decorations are pretty but the couches were uncomfortable. Definitely made more for the looks than with the average 6 foot 220 pound man in mind. Couches have no back support and are not comfortable. Not worth the price tags either. For the rest of the stuff, the store is great. read more

I would give zero stars if I could. Bought a couch there, it was delivered damaged. Twenty emails, ten phone calls and three visits to the store and still unresolved more than two months later. AND, most importantly, the couch that was deliver to our home had very inferior cushioning materials than the couch on the floor ( no comment on this issue from store personnel). Be wary that what you see in the store May be a trumped up version of what is delivered to your home. And don't expect any help from customer service. In short,,,,,,BUY NOTHING FROM WEST ELM. read more

We renovated our living room and decided to order the Henry sofa and two Henry chairs. We ordered them in their Dadeland store. We were given a future date, purchased the first days of June and told delivery was for July. The actual delivery date passed and there was no call, email or alert of any kind that the date given was no longer valid. We called customer service which was very dry and nonchalant that it will be a few more months. No explanation and a suck it up attitude. Horrible customer service. read more

I have purchased furniture here multiple times and the salespeople are actually amazing; however, every single time I purchase furniture here, it NEVER arrives without some sort of issue or problem... I am talking about months of delays and most recently, system glitches that schedule ghost delivery appointments. I have wasted two Saturdays in a row, waiting for scheduled and confirmed furniture deliveries. Better to purchase your furniture somewhere else... read more

Worst customer service I've ever encountered, will never come here again, I rather go all the way to Aventura to avoid this place and it's rude employees by all costs. First, you go into the store and no one greets you, this was so bizarre to me since I'm most furniture stores someone's there to welcome you or help you with anything. I looked around the store looking for help- nothing then I went to the cashier and after she was done writing a note she pointed me into the direction of what I was looking for. There were 3 people behind the register, no one was in line and they told me where to go instead of taking me there or asking if I needed any help. I go alone to the area they pointed at, had some questions so I tried to ask a lady who was near by, she ignored me and started to walk away until i finally told her ok, don't bother helping me, that's when she turned around and asked what I needed help with. Honestly, this place is the worst, the employees don't care to help and it says it all over their face. I'm not sure if that's the attitude the stores have in midtown, or maybe it's a west elm attitude thing but all i know is I'll never go here again and I'll make sure to let my friends and family know as well. For this type of attention/lack of help I'll either go to another store or do online shopping. read more

For someone who works from home, a desk is a major component. So I embarked on a mission to find the perfect desk. Not too high, not too low, too long, too short, too wide, too narrow yeah Goldilocks had it much easier than me. I wanted to go with something local or vintage but enough friends suggested West Elm so I went online, called this location, and finally stopped by. Did you know that prices online do not match those in store? And that the store will not match the online prices? Yes, I didn't either I found that out when the sales clerk mentioned it to me. I would have preferred more time with the sales associate but I'm hoping next time will be better. I sat at a few desks and found one that was great so I might be back to purchase the just right winner. Overall, a cookie cutter furniture store that might have baked up the perfect desk for me. read more

What's not to like about this store?! If your into antiques, like me this store is not for you. Their pillows are soft and are great quality. I purchased some pillows and curtains here. The price was a little high but so worth it. The reason why I'm writing this review is mainly for the great customer service I was received by Adelle. She is absolutely a pleasure to be around. Throughout my previous experiences at this location, I chose to order online due to poor customer service. But to my surprise I was pleasantly assisted twice by the charming Adelle. I manage to make a mistake by visiting this store when she was not there and had a bad experience. Good customer service in Miami does exist!! Thank you read more

West Elm has nice things, but I recently experienced bad customer service at the Midtown Miami location. I bought a comforter a few months ago, and tried to return it today. I realize I was past the 30-day return window (but less than 90 days, which is standard at many stores), but the clerk failed to accept my return because the item was apparently a final sale. NO ONE told me when purchasing the item that it was final sale, nor did the sale sign indicate that the item was final sale. I asked to speak to a manager and he, unfortunately, was the manager. Instead of offering to make a concession, he blamed his inability to accept the return on his computer system. We all know that managers have override capability, and he expressed no remorse that the store failed to indicate that I was purchasing a final sale item. Apparently you have to read the fine print on the receipt, at which point you've already purchased the item and ostensibly can't return it. Very displeased, and won't shop there again, though I live and work nearby. read more

I visited this place so many times in the months of November and December that my apartment kind of looks like a West Elm catalog spread. If you like greens and chocolate brown and refined funky decor then this is the place for you (and me). If you MUST have something when you see it, then I suggest that you buy it because chances are that someone else wants it too and it won't last. But West Elm often has sales and during November and December they were practically giving things away. So if you're in the neighborhood, I recommend strolling through here to find good sales or that one distinctive piece to freshen up your decor. For instance, you may find a floor model at a super discount when the seasons change (like I did with a slipper chair) The staff is very helpful and you can tell they like the product. Much more affordable option to Pottery Barn! read more

I've officially written off West Elm. My wife and I ordered a dining table, king size bed and headboard, and a bench/chest. I won't go into the excruciating details, but the entire delivery took five months and involved numerous screwed up deliveries, a defective dining table (key support beam had split) and headboard (had a mysterious stain), and a delivery team that didn't know how to assemble the bed properly. To add insult to injury we used the certificates we earned to get a set of dining tables, and after personally battling them for an evening in assembly hell, one turned out to be defective as well and required return and exchange. The furniture is attractive and the prices, although high, aren't ridiculous. But I find the quality of their merchandise suspect and they need to seriously reevaluate who they hire to do their outsourced deliveries and installations. I originally wanted to make this a one-star review but I've had some time to distance myself from them and am not quite as pissed any longer, but I'll still never go back... read more

First of all when you buy from them, you find beautiful designs. Price range from 1-5 about a 3.8 (in furniture). Staff from west elm midtown, miami: lovely. Then comes the nightmare By far THE ABSOLUTE WORST CUSTOMER SERVICE Ive experienced. 1. Since everything at the store was lovely, I decided to make my wedding registry with them. So I went on and made it myself online, with the stuff I already knew I liked from the store. a) not at all a friendly platform. b) called customer service for information of how do several things worked: some of then had no idea they had a registry, others just tried guessing, others even HANG UP. I went to the store, that way I finally had answers. c) There is no tracking of the products people buy for you, so its been a nightmare calling everytime for information. In all this process, not one single soul that answered that phone, actually CARED about the customer, they just basically say: thats the way it is if you don't like it, not my problem. And the worst situation of them all, in which they show no interest in helping or taking care of the customer: - I bought my dining table from them - was given dates of delivery - delivery dates postponed 10 days - finally received an email to schedule delivery date - they sent you some questions including if your building needs certificate of insurance - said yes- no other question regarding that is asked. - delivery time comes: NO CERTIFICATE. "Because you had to know that you had to call to give us your building email, because I do not have it I DO NOT LIVE THERE so how Im I gonna get it" Basically ASKING FOR IT IN THE FORM YOU SEND!!!! I, as a customer DO NOT have to know I have to call you to give you my building email!!!! I mean REALLY????? Is that a customer service answer? - "the only thing we can do is reschedule for the next day available" EVEN after being their fault. Without an apology, without comprehension of the costumer NOTHING. - have to wait 3 new business days. PS: Ive been waiting a month for the table. PS2: I dont know if in three days they will actually send it Do yourself a favor and DO NOT BUY FROM WEST ELM read more

I think this West Elm is very organized and cute-looking. They have better vases (although a limited variety) than those from nearby Target and Marshall's. And their furniture is modern. There's not much for anyone not to like here, expect maybe for the prices of some goods. read more

Good service. Great style, but kinda expensive at full price. I like looking on line and in store for their sale items. I just bought a few things for %50 off in store and on line. Great bargains. I went in today looking for some bedroom stuff and the staff was really friendly. I got the impression they work on commission as they were very attentive, but when I told the sales clerk I just wanted to look she left me alone - good. All in all a nice store to get style ideas from and to pick through their sale bins. I was surprised to see lots of items, from furniture to vases, at dramatic markdowns. I will be back. read more

For those of us that have ordered online from this store before, there's finally a store where you can see it before you buy it. This new store is located in the new Midtown Miami stores. It's no Ikea but there's a good selection of furniture and home furnishing products. For parking, there is some metered parking on the street. Be sure and use the meter, because I've even seen them give tickets even during late Sunday afternoons. You can also park at the 2nd floor parking at Miami Midtown by Circuity City. They will give you a validation for one free hour at any of the stores so make sure you don't leave your ticket in the car. If you park in the Miami Midtown garage here's something to remember: 1) If you enter the garage by Circuit City, you are parking on the 2nd floor. 2) If you enter the garage by Target, you are parking on the 3rd floor. read more