Came up for a pickup order only to find they had canceled it because it was out of stock. Person who told me this was a bit rude while he checked me out, as I found the item I purchased in the store. When I asked to help cover the fur blanket I purchased with something, as it was raining, he huffed and made a big show out of how annoying it was. Sorry for bothering you. I won't shop here again clearly I'm the problem. read more

In August, we ordered ~$10,000 worth of furniture and told that it would arrive at the end of September or early October. Plenty of time in advance of Thanksgiving. West Elm lies to you. They now tell me that they can't deliver until the end of December. To make matters worse, the entire shipment, sans 1 item, are already in their warehouse and they "can't break up the shipment". when I placed the order, I suggested to only give them 1/2 of the payment and I would give them the second half. so...now....I am on the phone with them and my credit card company trying to get my money back. West Elm's attitude is "sorry. we can't do that." Bring your business to DWR. read more

Did not deliver my furniture during the window promised. At the moment, I am still waiting. If this happens to you too, make sure to call your bank and initiate a chargeback within 3 months of the purchase. read more

Not a review of this specific West Elm store but I purchased the Mid Century Modern round expandable table about $800 plus another $500 or so for four chairs. I have had the table about three months and now it has a chip on the top of the table. I contacted West Elm and they had me submit photos of the chip. A few days later I received a long voice mail about the fact that the table was not delivered damaged and no reports of damage were made upon receipt. I never stated it was damaged upon delivery. I called and Customer service just repeated the notes on the case saying it was being denied. The West Elm site also has a touch-up kit that is NO longer available. They did recommend a 3rd party furniture medic I could contact at my own expense. We were going to get 2 more chairs but that thats the last business I will do with West elm and I would suggest avoiding them. read more

Do not purchase anything from this store. Completely disorganized customer service. They will have you waiting months. You will call with order numbers and it becomes a total investigation. Your money is promptly taken but don't expect much more. We purchased about $4000 in furnishings. A sectional couch (industrial grade) broke in half after 2 months of casual light use. Pillows arrived - no pillow cases after 3 months. Rug was delivered or not? No one knows. Chair and ottoman are nice but definitely over priced, luckily we got it on sale. Cheap stuff - top dollar prices. Do not use this company. Customer service is very good at b.s. - will lie to you then hang up . This is the new style of customer service . I would rate it negative if possible. read more

west elm - Broken couch about 3 months old. - Furniture Stores Near Me - New York, New York

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The reviews about West Elm are very accurate. Great looking furniture in a showroom setting but the actual quality is mediocre at best. My suggestion is only buy things that are decorative or get very little usage such as lighting fixtures, side tables, picture frames, etc. Furniture that you use on a daily basis such as sofas, chairs and beds are terrible quality for the price. Bought a couch 4 years aand I'm already looking at buying a new one. Cushions lose their shape, stitching starts to come undone, and most importantly, it has become uncomfortable to sit on because the cushions are sagging. This started WITHIN a year of buying the couch too!!! And most annoying thing is the cushions move forward every time you sit on them so you're adjusting them everyday!!! Awful delivery communication and delays add to the mess read more

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If you want a very low-quality shopping experience and high prices, come to West Elm on the upper west side (I doubt it is limited to the UWS, but this is the store I have experience with). I am writing this after my 10th bad experience. I know; why do you keep going back? Fair. It's because they do have nice things and it's close to my home but no more. I also am not one to raise a fuss, am overly patient, and believe everyone works hard but nope, it's just terrible here, and I am done making excuses. If I am at my wit's end, it's terrible. I have gotten items sent to me chipped and tried to return in-store and was made to feel like I should keep it because "it's not that noticeable" (the holiday decor incident- it was actually broken, wouldn't have lugged a 2 ft nutcracker down Broadway if it was not). I have been in the store and waited forever for someone to ring me up while employees were just on their computers not acknowledging me (the linen incident + the dinner wear incident + the napkin incident). They have nothing in stock ever, which I can partly understand, but they make you feel like you have to fend for yourself if you ask for assistance in obtaining a product "um, it seems it might be in the DUMBO store, but you have to call." Also no free shipping, so good luck paying to ship for each item they don't offer to order for you (the candlestick incident + the other napkin incident + the pillowcase incident). I have returned unopened, untouched items 2 days past the 30 window (I work full time and couldn't make it in) and was told they could do nothing. I then asked for store credit, and after the store manager acted like he just cured me of leprosy and they gave me store credit on three separate gift cards. It's 2021, and we can't figure out the technology to put store credit on 1 card? (the cutlery incident). These are just a few of the instances. Frankly, just go ANYWHERE else. I am glad some people have had good experiences here, but as someone who has had almost a dozen bad experiences, take your money elsewhere and do not risk it. Once I spend my THREE store credit cards, that is what I will be doing. Side note: I don't like to presume race has something to do with it but in this store also get the feeling that it does, which is highly concerning. read more

Another place I can't believe I did not review. I was in there recently. Typically I visit with my daughter. Sometimes I just like to go in and dream about the days I could afford to decorate a home. The merchandise is quality in my opinion. Beautiful accessories for your home. This store has a small lower level and a huge showroom upstairs. Sophisticated styles for the modern home decor is how I describe the goods. They are pricey but they hold up. In the rear of the top floor you will find discounted merchandise. There's also a restroom if you need to rest. I usually do. After you finish shopping you can move on to the many other shops and delicious food in this West Side neighborhood. I like spending the day here. After I win the lottery I'll return to West Elm to spend instead of browse. Until then I'll watch my daughter spend. read more

Whatever you do, do NOT buy furniture at West Elm. We had a horrible experience. We purchased a large rug and Andes sectional sofa and the customer service in the store was reasonable. But the problems started when we tried to get the insurance certificate for our property management company. West Elm could not have been less helpful -- after repeated calls leading right up to the morning it was delivered -- one hour before ! -- we were able to secure the right paperwork. Then, the real fun began. After it was delivered we saw a dark strap mark on the sofa fabric, like it had been packaged with a large strap of some kind. We noted it with the delivery men and they said they would send an email to confirm. They left. And we never received anything, of course. We began a series of fruitless calls to try to resolve this. Each time, they would tell us that they were sending an email, or sometimes, we would get shuffled around through an endless series of deflections and transfers to different "departments." Two weeks later and about 15 calls, waiting on hold, transfers, or the one I love: "I'm putting you on hold for one second," and then they never return. If you're buying something you can carry out of the store, great. I love their stuff, but we will never, ever walk into that store or buy there again. I'm committed to protecting others from this experience so I plan to write on other sites, furniture review sites, Facebook -- anywhere I can find. As consumers, we deserve better than this. read more

Rude, useless and not helpful salespeople. Wanted to buy furniture, bedding and planters. Just left and won't go back. read more

After almost a year of waiting for a rug delivery and 4 times the rug being scheduled for delivery they now tell us they don't have the rug and are cancelling the order. These people are the absolute worst furniture company to deal with and their customer service is below 0. Amazing the CEO even has his job. They don't care about customer service and lie to the customer and make no apologies or amends. STAY AWAY and avoid these Liars. read more

Great location. The sales associates are extremely friendly, professional and wanting to help. Also, it's the largest location in NY so it has a great layout of products. Highly recommend. read more

Located in a nice section of the Upper West Side that includes restaurants, clothing stores, Lincoln Center and one of the best IMAX movie theaters in New York City, West Elm is a furniture/housewares store that reminds me a lot of Ikea but kicked up a couple notches. The style of the items aims towards modern and fashionable items with clean, tight lines and elegant designs. Some of their stuff can get a bit on the garish side from time to time but overall I like their style. The store has what can best be described as a "lobby" area where you enter and see lots of items on display. In the middle is an escalator that takes you up (and another to go back down of course) to the main store. The layout changes a bit from time to time but for the most part furniture is laid out in islands throughout the store. This ranges from couches to chairs to dining sets. Usually in the same area are associated housewares. Towards the back are the rest rooms - and what I find kind of funny is that's where the house ware items for the bathroom are located. There's always room to walk, but be careful as there's some breakable stuff on shelves and tables everywhere. I've always found the staff helpful and friendly, though when it gets super busy I have seen them running around quite a bit, but that's to be expected. The key is they seemed to want to help and not just roll their eyes at customers and walk away. I've only purchased housewares from West Elm, but I've always been happy with what I've picked up. Most recently I picked up some nice ceramic coffee cups and bowls that are all white and match up very well. They're elegant yet simple, just the way I like it. I plan on going back to West Elm to see what else there is they have to offer. I confess I haven't spent tons of time there and would like to take a more careful look next time! read more

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West Elm (WE) has on its website an "at home" consultation for furniture. They also have virtual appointments, but I wanted someone to come to my home. I selected the "at home," consultation, the first available which was about 2 weeks out. They send a confirmation email, writing that someone would be in touch "shortly." After 2 days, I called the store to confirm the at house appointment, since I'd have to rearrange my schedule for it. The person said yes, they had my at home appointment scheduled but what actually happens is someone contacts me the day before. I said the confirmation email should be changed to "the day before" rather than "shortly". An easy fix. But also based on the confirmation, I changed my schedule and kept my schedule so that the morning of the appointment would be free for it. The day before the appointment, I received a message stating that because the appointment was so "early"- it was for 11 am! - WE had to do a virtual, instead of an in person. I called the store and spoke to Preston. The story changed, Preston said WE does not do at home appointments "this early in the process". I pointed out that is a different excuse than was left on the message to me. I asked Preston why WE's website allows people to make at home appointments, when they actually do not honor them. He said he doesn't control the website, but I said he can tell corporate that the UES WE does not do at home as the first option, removing the ability for people like me to make that appointment (which they will not honor), as well as the false confirmation email. I also asked why, when I called to confirm the at home appointment weeks ago, the person didn't say that the UES WE will not honor the in-home appointment, and instead it would be virtual. He had no answer for that. Although very not happy, I went through with the appointment. The person was pleasant, but didn't listen or provide anything of any value. Further, although I showed her our apartment that had almost no furniture in the living room and dining room (because we recently moved into this 2nd apt), & told her we wanted Only options that were available now or quickly, for the very few pieces she showed us one a floor plan that was surprisingly inaccurate for our simple rectangle layout (she claimed the floor plan program had sone issue that made it ina capable of. Being accurate?!) most pieces were ones that were several weeks out. I had underscored that my sister had ordered about $10,000 worth of furniture, but was jerked around for months until they finally had to cancel the order. She obviously did not listen. This is a classic bait and switch. As I wrote above, Preston at the UES store said they never do at home "this early" in the process, yet WE doesn't remove it as an option, doesn't write in the "confirming" email that they don't do it, and doesn't let you know if you call- like I did- that they don't do it, instead they make up a lame excuse and switch to a virtual. And I rearranged my day & kept it rearranged for an at home. I agree- Preston doesn't control the website. Yet I'm sure he could advise them they their store doesn't do it would change the website within a reasonable period of time. Yet a checked a few times after; at home is still an option. I'm sure if if the price of an item changed by $10, they would be able to change That super quickly.... WE corporate or WE of the UES, you got anything to say about this?!! read more

Would put negative if I could. Worse experience by far with customer support.... Read on if you want to have a good laugh (or cry for me...). Ordered for Labor day specials with 30% off the shop and paid, They canceled the order without telling me (realized when I went to check on the status). So I was, ok, things happen... Called Customer service and man, what a mistake that was. I was told I had to redo the order (thanks lost nearly a week) was handed to a sales rep who took my order, charged me 100% and told me the 30% discoun I had on labor day would be taken into account but would be repaid to my CC within `5 days. Ok, I thought I was done... Hanged up and went for lunch. How wrong was I... Got a second ping on my card for an additional amount (650$).Called back customer service and had the weirdest discussion ever (she couldn't explain the 650$ charge but said it was normal). er, ok. And then went on explaining that my credit with West Elm would be sent to me very soon... Err....*record scractches* Stop it there...Hold your horses, momento por favor.... I had a 30% Discount, not a credit for more West Elm stuff (am trying to be polite here).... This is VERY different. She went explaining that I was wrong and that it could only be a credit usable at West Elm. After 40 minutes (a large portion of it spent on hold I don't know why, coffee break it felt like as nothing changed when she came back), I told her to cancel the order as I had no interest in buying more furniture from them given the poor service I was the recipient of. She didn't care AT ALL "Oh ok, am cancelling". She also went on explaining that some of the orders I had made in the morning started shipping so she couldn't cancel it and had to send a request to do so... Again I was like "am not paying ANYTHING" but she tried to get out of it saying she didnt knew. I asked for the recordings they had for this call and the morning one, her answer was "I will give you an email where you can ask for that".She gave me the email on the website for customer support...Duh! I sent an email to the adress and am waiting, I will not let go until I get the recordings, if I manage to prove they where not consistent, I plan in suing. All in, one of the worse experiences ever, I will NEVER EVER buy anything from these people (again, I have many other words than "people" in mind), they have no interest in their clients and I would strongly urge you to go somewhere else to buy furniture unless like me, you're willing to have your blood pressure blow through the roof! Consider yourselves warned by an idiot like me who thought it only happened to others! Move on, nothing to see here! read more

There has been a lot written on the terrible service here, but I have not experienced that. I have had great service and seamless deliveries and the quality of the products is why I shop here. The manager of this store is lovely and she even gave me her direct contact info should I ever have an issue - which I have not. I don't know why there were past negative reviews but perhaps some positive changes have been made. Give them another shot! read more

Great place to shop. Has a great view of furniture and accessories on the sales floor. The employees are always active and usually busy helping customers. The have a design station to assist customers that need more one on one attention to ensure their needs are met. The customer service representative is great at this location and deserves a medal for all of the hard work. On my last visit I sat down on a couch near the back and had a cup of coffee and there were numerous selling associates there to help me if I needed anything however I was actually there to browse this time lol. There's is one setback here and that's their phone lines. It's usually always busy and gets very difficult to contact the store in a emergency over a delivery or the process of an order. Needs a better system in place. Overall, I recommend you to pay a visit to the store. You'll love it read more

west elm - 40% off sale ... happening now - Furniture Stores Near Me - New York, New York

Expensive given the quality of their furniture. Waiting over 5 months for my custom chair and they won't send the available bed and night table until the chair is finished unless I want to pay their $265 delivery fee twice. read more

Shopped here the other day. Found a bunch of really great stuff. The woman at the register had an attitude problem but we shrugged it off and went home. Upon arriving at home, we unpacked our bags only to find out that two of the Christmas ornaments that we purchased were missing. The next day, I called the store and the manager said that if I brought in the receipt, he would give me the items. I went back today and he honored his promise but when I saw the cashier that wrapped us up, I mentioned it to her and she proceeded to tell me that it was my mistake and that I threw them out. Now let me explain to you how ridiculous that is... Since we were excited about our purchases, we rushed home to take them out and show our roommate. We searched the bags AND the paper all over the floor and were very disappointed to find that they weren't there. We checked allll the paper! All of it. Just to make sure that they werent there. So it is not even possible that we "threw them out". Just sayin. So next time, a little customer service and an apology goes a long way. read more

west elm - Ornaments - Furniture Stores Near Me - New York, New York

I bought a lamp from west elm, 2 months ago, for curb side pick up. The policy is that if a customer doesn't pick up the item within 2 weeks, the customer would be refunded. Well, I have yet to see my money back. This has got to be the worst customer service experience of my life. I called to ask for an update and a nice gentlemen named George, the manager of the warehouse, gave me an attitude, when I just mentioned that this ordeal has been a bit of an inconvenience for me. I was so pissed after the call. Thanks W.E.! I will never be doing business with you again! And George, you suck! Peace out, A town. read more

We've had good and bad experiences at this location, being closest to our house. Their computers always seem to be down, when you can finally get someone to help you with your order. I suggest you skip coming on the weekends when the chances of finding a sales person to help you drop dramatically. But the bigger reason I'm reviewing is to reiterate what so many other folks have said - don't buy their furniture, particularly if you need something special ordered. Look up "west elm peggygate" for more complaints. We special ordered one of their Spencer recliners in fabric. Got it during a black friday sale and were told we'd have to wait until February for it. It finally arrives last month and right after the delivery guy leaves, I realize there's some puckering in the fabric on one side of the chair. On closer inspection, it appears they sewed the entire thing together crooked. The seams are all shifting over to the left. The back of the chair is so off, there's an extra inch of fabric on one side. This thing is obviously poorly made and yet they still shipped it out thinking we wouldn't notice. I wrote an angry email with photos that day and they were lucky we put the chair in my husband's name because when they called and offered a $300 refund, he readily accepted it (whereas I was ready to go to war). I won't ever order furniture from them again. One other note - we purchased a rug slightly before the chair arrived and didn't love it in person. The return process was fairly straightforward until I took a closer look and realized they'd shorted us $4 on the return by not refunding the proper tax amount (again, do they think no one notices??), so keep your eye on them. read more

west elm - Our crookedly-sewn recliner - Furniture Stores Near Me - New York, New York

Whoever is in charge here specifically informed the employees at this location that they are to neglect concerned customers so that eventually the customer begins to question why they would ever need to speak to someone who would seemingly have some helpful information about the merchandise. Right? I'm on hold right now. I've been on hold for 32m23s, and I will take a photo at the end of this review and post it here. Luckily, I'm a Sheryl Crow fan and can work with the background music on. Don't worry, your wait on the phone will be punctuated by people who remind you you've been forgotten. "What is your problem again?" was actually asked of me. "The person who is supposed to be helping you will be with you shortly" was uttered a mere 12 minutes ago. You may have to call a couple of times, but don't give up hope. As soon as they pick up, sternly say "Please don't put me on hold for twenty minutes again" and dive right in. Be sure to have item numbers and promotional codes ready. read more

west elm - 40 minutes 34 seconds - Furniture Stores Near Me - New York, New York

Unless you want to furniture delivery that is delayed over and over, don't shop here. They have beautiful products but they lie when they say you will have it "soon". They are completely unreliable. They postponed all of our orders. Very disappointed, read more

Walked in ready to buy a $2,000 sofa and George was so rude he made me leave without buying anything.

I am very challenged when it comes to home decor, thus why I stick to stores like West Elm. My far more creative oriented friends are horrified that I shop in a chain store but I have to say, our place looks pretty awesome because of it. In short, I love West Elm's products and selection. But my GOD this location makes me wish I hated West Elm's products and selection. Why? Well because every time I step into this location I find myself being talked down to by the staff. Every. Single. Time. And after reading some of these reviews I can see that I'm not the only one. Today, for example, I wanted to purchase a nightstand. A simple task, right? Well the sales associate was rude from the very beginning, rolling his eyes that I couldn't recall the exact name of the nightstand, and then being unbelievably impatient and unhelpful when it came time to order it. I finally gave up and said I'd take care of it online, which earned me additional scorn and more condescending looks. But this is how I've ordered my dining table, my console table, and so many of our home accessories, simply because the Internet doesn't make me feel like an idiot the way the sales associates at this particular location do. The Bottom Line: Our place is nearly furnished and so hopefully I won't have to step foot in this store again. Fingers crossed. read more

In the same week where I had already spent over $6,000 at the West Elm location on 18th st, I stopped by this location to see what they had in stock and to get some inspiration. After looking around the store with my wife for over an hour we were continually and pointedly ignored by staff who would look at us while walking past and then quickly look away so as not to be engaged by us. The store wasn't busy at all. There were literally half a dozen employees intent on ignoring us the entire time we were there. It was a true "Pretty Woman" moment with the snooty shop workers assuming (I guess) that we weren't worth their time, even though I was in the middle of outfitting our new place with furniture and ready to spend more. We ended up picking up two throw pillows and the nice girl at checkout asked if we'd been helped by anyone, to which I replied "no, in over an hour nobody has talked to us at all". She was apologetic but I'll be taking my business to the 18th st. location when I'm shopping West Elm in the future. If you look at my other reviews you can see I'm usually very positive and give a lot of five-star reviews, so if a place gets a one-star from me it has to be really, really unpleasant. This place earned that one star. read more

I purchased the Massaro dresser online. And the day it arrived, the bottom drawer doesn't come all the way out. My first phone call was to Doreen, she asked for pictures to her email. Which I sent out the same day and she confirmed that she received. (But I actually never heard from her again.) My second phone call to West Elm's customer service. This time, the agent offered to have someone on their Delivery Service team to reach out to me. The next day, someone named Michael did call me. to Tell me that a technician will reach out to me. 1 week later, no one reached out to me. I called the Delivery Service team. They said there is nothing they can do. And I called customer service - furniture department. They said they can't issue a return. I must call Delivery Service team again. Long Story Short: ordered a dresser from them. it's defective from day 1. Can't reach out to customers to schedule a repair for 1 week. Never again west elm. I would never buy anything from west elm again. And every time they transfer you, you need to repeat your order. The final resolution is that: I returned the dresser. Because the repair is just a fake promise that never came true. read more

I was tired from a log day of exploring Brooklyn, had a cup of Starbucks tea in my hand, and just got done in Central Park...West Elm was the perfect place to relax. Quite literally by testing out new couches. I'm shopping for a couch and looked at this massive store when I visited NYC to see what I liked. I'd been looking online so it was really nice to see all the produce in store. I didn't buy anything, however, it was extremely helpful to check out all the stuff I saw when shopping online. This place is massive compared what I'm used to. It has a plentiful amount of furniture to choose from and tons of great stuff. I think the product is pretty great for the most part. It's in-between ikea and pottery barn focusing on urban/modern style. It's not that great of a price but sometimes you want what you want.... read more

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I LOVE THIS PLACE! It's definitely not Ikea... I've been to Ikea and walked out because it's just not my thing. I love West Elm and the quality of their merchandise fits my lifestyle perfectly -- stylish, fun and fabulous! It's relatively good quality if you know how to take care of your merchandise. I've gotten so much things from here... my bedhead.. sofa.. wall mirror... sofa chair.. side table... area rug.. bedding items... accent pillows... need I go on. I've bought all of these items and many more well over a year ago and they look like I bought them yesterday, with very minor wear and tear if any. I find the style of West Elm items fits me more so than Crate and Barrel because of their use of color and modern look. If you love gray like I do... you would love this place. They have so many things in gray! Walking into the store is like walking into a designer candy store. The one thing I don't see myself buying from here is heavy Furniture like dressers and such. It doesn't seem to be real wood so the material appears somewhat sub-par for what I like in these types of furniture. So I get these types of furniture other places. All in all. if you want to get super high end items you go to a super high end store. If you want relatively decent quality modern furniture and decor items.. this is a great place to go! read more

west elm - Furniture Stores Near Me - New York, New York

When you spend $600 on a marble desk you'd expect it to arrive in one piece. The first desk was delivered broken into three pieces, and the second desk had a crack right down the middle. When I called to complain about this no one apologized for this terrible experience, as if the time and money I wasted were none of their business. The customer service representative at this location tried to help me but she could not guarantee that any replacement item would arrive in one piece, either. LOL. Whatever you do, I'd recommend not taking the risk of purchasing their marble items. Or anything else that's fragile. read more

Terrible service @ upper west store (62nd street). Walked in with the intention to purchase a dining table, chairs, bar stools, lights and and a rug and walked out with nothing... I was appalled by the poor service. Victoria didn't know anything about the products I asked about and she had a bad attitude. The front desk asked me to wait for assistance (waited 20mins and nobody came over... the store was practically empty btw). I will not be buying from them. read more

My experience at this store was "thumbs up!" Franciel assisted us finding furnitures that we wanted and answered all my questions. Also he helped us shipping furnitures to my place which was kinda complicated, but he was smiling all the time while helping us. We got our orders within 3 days! Thanks Franciel! read more

I'm here now, in the store (62d and Broadway, Manhattan). It took about 20 minutes for simplest transaction (exchange one size pillow sham for another). Something about the computer not accepting the SKU. Manager floats around the store talking on the phone (seemingly ignoring in-store customers until she's asked multiple times by the well-meaning staff). Note to West Elm senior management: You have a problem here. This is your flagship store - and it feels like JC Penny on a bad day. Both upstairs and downstairs cashiers were at a standstill. A lot of your merchandise isn't priced. Love your things. May or may not continue buying them online. Haven't decided. But I do know that I will never come back to this store. P.S. I've never Yelped anything before - this is my first. Felt pushed to do it. read more