Sigh. After stalking an asymmetrical mirror on the west elm website that I REALLY want to buy for my bedroom, I decided to go to the brick and mortar at Oak Brook Mall in hopes of being able to buy said mirror in the store to avoid paying $200 in shipping costs (the mirror was on sale for $99 for context). I was excited to find the mirror I wanted on display in the store when I arrived, but incredibly disappointed to hear I could NOT buy it in the store, but would have to order it online and pay for the shipping. Needless to say, there's no way I'm paying more in shipping than what the mirror is worth, so I was feeling pretty sour. West Elm still has all the pretty things, so I decided to make the drive worth it by browsing. They were having a crazy sale the day I visited, and I was able to pick up three really, really cute ceramic vases for my new house for only $20 (and they were pretty large) so I left feeling slightly less sad. Overall, it seemed like this issue was beyond the sales associate's control and they did their best to help me find some other items during my visit. read more

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I thought this was a nice location and the store looked great. Lots of families, teens, were in the store trying out all of the couches. They had a bunch of side tables in many styles, reasonable prices. This visit prompted me to go to the website, I may come back to purchase. read more

west elm - Furniture Stores Near Me - Oak Brook, Illinois

I spent over $8,000 at West Elm this summer to furnish my home, including a $2,500 dining set that's already falling apart after just three months. Three of the chairs have come loose or collapsed because the hardware doesn't fit properly, clearly a manufacturing or design flaw. When I reached out to West Elm customer support, I was told they couldn't do anything because I was past their 60-day replacement window. That might make sense for a minor return, but not for furniture that's literally disintegrating within months of purchase. For a "premium" brand charging these prices, that response is completely unacceptable. I chose West Elm because I thought I was investing in quality craftsmanship and good customer service. Instead, I've been left with a defective dining set and no help whatsoever. I'll think twice before ever buying from West Elm again and I'd strongly suggest others do the same unless the company starts standing behind the products it sells. read more

I had a very different experience and quite disappointed by the less than desirable selection of decorative objects. I was not impressed by the sales associates selling poor quality products. I have a really bad impression of employees here treating a showroom as if it were a showdown. I will not be back. read more

As soon as I walked in I was greeted by all the employees. They catered to me by asking if I needed help throughout my shopping experience. Yasmin was the nice employee who was very informative she really knew about the accessories and furniture we were looking for. Overall it was a nice experience, the girls in the front were very friendly. Will be back ! read more

I visited twice before making my purchase, and even on the third time, no employees greeted me or followed up with me to ask if I needed assistance or was interested in anything. Twenty minutes passed before I fetched someone to help. I loved two tables I've been eying online and figured ordering in store would be faster and easier, but I had nothing but problems. Fast forward to my delivery date of item 1 of 2, the box and table are damaged. Oakbrook made me bring the table back myself, only for me to later find out that customer service would have sent someone to pick it up. Not only did I have to pack it back up and drive back there, I had to carry a thirty pound table through the mall in 30° weather with no assistance. There was no offer to expedite the replacement, no appeasement, and no apology. This luxury store offers far from luxurious customer service. read more

west elm - not luxury - Furniture Stores Near Me - Oak Brook, Illinois

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It was a busy day, but the service was lacking and salesperson was not very familiar with products. Certainly no bargains with prices on line lower than in store read more

Ordered a rug to be delivered via ups. After 4 days the status had not changed. On the 5th day, I contacted ups and was told the rug was lost. Contacted useless west elm and was told that I should file a claim with ups and that west elm could not replace or cancel my order until I did their work for them. Filed a dispute with credit card. 1st and last time with west elm. read more

CAUTION - Do not do business with this company. I am shocked to find out West Elm is a subsidiary of Williams-Sonoma. We placed two orders through a bridal registry on Williams-Sonoma with a delivery commitment of December 9, 2024. West Elm charged our card over one month ago and now we are receiving notice the order won't ship until February 21, 2025. Over two months after the wedding if it actually ships on this date and three months after the order. Contacted Customer Service today in the attempt to cancel order and they refuse stating they cannot cancel it. When ask to speak to a supervisor we sat on hold for over one hour. The agent came back on line stating the order cannot be canceled and there is no returns after delivery. Basically telling us we have no choice but to take the order. read more

So coming to Oakbrook is not an easy trek from the city. The couch we wanted to see was on display at this particular location. So the day before we went, I called the store to confirm that they would be open until 7p on Monday. So we left the city around 5:15 ish so we would get there to try out the $5,000 couch before we purchased it. We got there around 6pm ish, walked to the entrance and the door was locked. Are you kidding me? If they were going to close because of a little snowstorm (didn't get heavy until 9pm ish), it would've been nice to leave a note on their door. Strangely enough Ballard Design and Crate & Barrel were not closed "early". I think next time, I'll stick to heading to a different location where they take business seriously. read more

I am writing to express my deep dissatisfaction with the West Elm Andes couch that I purchased from the Oakbrook store. I believe that the quality of the product does not meet the standards expected of a reputable furniture retailer. Structural instability: The couch suffers from a noticeable lack of structural stability. It creaks and wobbles even during normal use, which is both alarming and highly inconvenient. This instability not only affects the overall comfort but also raises concerns about the long-term durability and safety of the product. (Known Issue) Sagging cushions: Within a short period of use, the seat cushions have developed significant sagging and loss of support. This not only affects the aesthetic appeal of the couch but also results in discomfort and an unsatisfactory seating experience. Considering the substantial investment I made in purchasing this couch, I expected a product that would withstand everyday use and provide a comfortable and visually appealing addition to my home. However, the issues I have encountered undermine my confidence in the West Elm brand and its commitment to quality. I have been trying to get a resolution since April 24th. read more

west elm - The center of my Andes couch that is caving in. - Furniture Stores Near Me - Oak Brook, Illinois

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The sales lady after following us all around and asking if we needed help? Finally when we did ask for help, she proceeded to say something wildly offensive to my mother, not apologize, and then double down on it. She was rude and soured the whole experience. And had the nerve to be pushy for a sale afterward. Any amount of training of sales professionals would tell you not to do that. Inconsiderate and pushy staff. Not worth it. There's a pottery barn and a Tom price and a Walter e smith around the corner. Don't waste your time on this place read more

Ordered furniture at the end of September, they told us it would be delivered in November. Then I received an email stating it would be December. Annoying, but manageable. Today I received a vague apology email from West Elm that offered no details, just an apology stating they are sorry for any delays. I then logged into my account and saw that my shipping has been delayed till APRIL!!! Meanwhile they are still selling the same furniture we ordered on their website with no mentions of availability. I get that there are supply chain issues, but why do they continue to take orders for items they don't have in inventory and won't for months? I emailed asking for info and to cancel yet still have not heard from anyone Go elsewhere for furniture because clearly West Elm's current inventory management system is a mess and their customer service is a joke. read more

Please don't scream hello from across the store when customers are at the entrance, or yell across the store "how's it going, need any help?" While I appreciate the effort to acknowledge a customer, if you can't be bothered to walk over and be somewhere closer than the 40' distance, just don't. read more

Love west elm for their style, promos and affordability, at least for myself. Quality can be hit or miss here and there, but this location goes above and beyond to help you sort it out. There is a location three miles from me, but I'll drive twenty miles here because the staff is extremely friendly and wants to ensure you're happy with your purchase. read more

I love driving all the way to a store for a couple pillows that aren't in stock, but the dirty display ones you can but w/o discount. You can wait 3+ weeks to have them shipped if you want to order them here. Also I walked around the store for 30 min and not a single staff member greeted me. Maybe I'm wrong. I thought these were stores and not just showrooms with bad service. read more

West Elm you neglected to tell me why my delivery would be late. That would have been the decent thing to do, but no. I agree with many other posters that you,r not a good place to do business with. read more

Bought a $2000 table and 10 months later the seams are opening up clearly defective And they won't even send someone out to look at it. I will never shop at West Elm again read more

west elm - Separating at the seams - Furniture Stores Near Me - Oak Brook, Illinois

The products look nice and prices seem reasonable. The associates in the store seem nice and helpful. However, watch out for EXCESSIVE "Shipping and Processing" fees! We wanted a wall mirror and rug, both of which could easily fit in my SUV. They did not have the items in stock, so the associate checked and discovered the items would arrive sooner if we ordered them for home delivery rather shipping to the store for store pick up. We asked if there would be a difference in the shipping charge, and she indicated there is no way to know until the order is submitted. We went home, placed the order on line (she was right...doesn't show shipping charge), and only after the order was placed discovered that the system added a $249 "Shipping and Processing" fee. I immediately called customer service and tried to switch to store pick up but was told that can't be done. I then tried to cancel the order, so I could reorder for store pick up. The agent told me she canceled it for me, and it would take 5 - 10 days for the refund to my credit card. I didn't receive an email confirmation of the order being canceled, so I called back the next day. The agent I got for my follow-up call indicated that the order was NOT canceled by the previous agent and was now too far along to be canceled. I guess I'm out the $249. We plan to go back to Crate and Barrel to avoid this frustration for future. :( read more

I had a wonderful experience at West elm. I am in the process of building my wedding registry. And I have to say that west elm/William Sonoma/ pottery barn have a pretty convoluted system that is tricky to navigate. We went into the store and the sales associate who helped us was amazing. She was so helpful in supporting us with navigating the system and helped us build our registry at the register. She was very sweet and patient and I highly appreciate the great level of customer service we received at west elm. read more

ZERO STARS. Terrible customer service. My first experience will be my last. I ordered a desk in November, and the glass top was damaged. I called right away to have a replacement sent. The agent said it would happen right away. 4 months later and nothing. When I contacted customer service, they said they had no record of my call. T-mobile did have a record of my call, so I provided that to them. They said they would make a "one-time exception" and send me a replacement after I disassembled the desk, put it in a box, and shipped it back. They acted like they were doing me a huge favor. I could take it or they would give me $62.92 for a $400 desk. Awful experience and a lot of attitude from customer service. read more

beyond a zero. placed an order in may 2022. payment was withdrawn in september 2022. it is now march 2023 and still no dresser. aaaaand delaying cancellation/refund!! never ever ever again! read more

We love the thought of getting our furniture delivered from West Elm. We have waited now almost 2 hours past the intended "original" time of delivery. The delivery company revised the time of delivery and we are now 45 minutes past due. We are sitting at our home that is under construction so we don't have heat or electricity. Waiting in the car is not a fun time now for 4 and 1/2 hours. I'm about to leave~this is ridiculous. What's the point of leaving a 2 hour window. You need to step up. WayFair has way better communication. Total waste of my Saturday. We've been sitting outside of our house since 1:00 pm and it's 6:20 pm. read more

My boyfriend and I received exceptional customer service at this store! It was our first time here so we did not know what to expect, but we ended up leaving with 2 sets of wine glasses and new granite coasters! I also was able to pick up a Human Rights Campaign mug (which I uploaded a photo of here) that I absolutely love! We completely appreciate the acceptance and love this place offers EVERYONE- even their doors outside had welcoming stickers to prove that! This place was smiles all around, it matches our style, and we will be back soon to buy some more goods for out place! Thanks, West Elm read more

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For as nice as the products are at west elm, their entire customer service, shipping/delivery, charge back team, and finance departments are absolutely horrible. There is no communication across departments. I have ordered 1 chair three times due to arbitrary cancellations. I have now placed my fourth order (ONLY because it completes a set), and fingers crossed I will get the chair in MAY 2023. I had to push the customer service team to provide curbside delivery ($69) for half the cost of in-home delivery ($159), considering in-store pick up is not an option (go figure). Buyers Beware - try to avoid purchasing items that must be delivered - and by all means, stay away from customizing. #frustratedbeyondbelief read more

Buyer Beware! West Elm furniture looks good for about 6 months or one month of actual usage, whichever occurs first. The fabric on the sofa began pilling with the first few weeks and now the leg broke of the chair which is what prompted me to write this review. Look for this West Elm junk on Chicago Craigslist this week. read more

west elm - Furniture Stores Near Me - Oak Brook, Illinois

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This is another situation, where had I been able to give zero stars I would; this has been the worst customer experience I have ever had. 11/7- purchased couch for $2,800 with a $249 delivery fee. 1/12- call from Ryder, the delivery company, that the ottoman was not in the truck (They would do a dock sweep and call me in three days). Ryder did not call. 1/12- I called west elm customer service (Katherine sp?) after the delivery company call. They informed me we had to wait until the 72 hour period was over, and they would call me. West Elm did not call. 7 days pass 1/19- I called West Elm customer service again (Cathy sp?) says she needs to call delivery company to find out. She informed their hold times are long and we may disconnect, but she would call me back if we did. She confirmed my phone number. Was on hold for 5 minutes, disconnected. She did not call me back. 1/19- A few hours later at 2:51PM I sent West Elm an email informing them of the experience, and the only other option I had was to try and return the couch and leave my feedback via social media. 1/19- I received a hone call at 2:58 PM- 7 minutes later, after mentioning social media. Evette tells me that she needs to call the delivery company, I decline and inform her of earlier call. I am now late to a 3:00 meeting. 1/19- I call back at 3:30 PM. Get put on hold for the manager that I was transferred to (Marilyn/Maggie?) to review the order. On hold for over 15 minutes. I hang up. 1/19- I call back again at 3:46PM. Still no resolution. read more

I purchase a Paidge Sleeper Sofa from West Elm, which West Elm delivered to me defective. While picking up the defective Paidge Sleeper, West Elm employees, badly damaged the walls, door and floor of my newly constructed condominium. After causing the damage the West Elm employees exhibited no remorse . I asked West Elm to compensate me for the damage that the company's employees caused. West Elm requested that I receive estimates from three different agencies for the cost to repair the damage caused by their employees. Serval moths after submitting the estimates to West Elm, I received an email from West Elm informing me that I would receive the money needed to fix the damage. WEST ELM SENT ME A FOLLOWUP EMAIL FULLY WITHDRAWING THE COMPENSATION. West Elm didn't give me an adequate reason why they withdrew their compensation. It's been over a year since the employees of West Elm caused damage to my door, floor and walls. I haven't received a penny from West Elm for any of the damage their employees caused. This experience has been stressful and time consuming. Email me at alibakir@gmail.com or call me at 312-767-8513 for more info, pictures and emails sent by West elm. read more

The customer service is SO BAD. We called ahead, and put an item on hold. Then called again to verify and set a pick-up time. When we arrived we were told there was nothing on hold for us! Hah. The item was in stock, thankfully, the last one. The salesgirls complained about having to move the item. Complained about having to open the item, and just generally treated us like we were a total bother. The mall is also under construction so we had to run around several times from the retail entrance to loading dock. We spent a decent chunk of change but decided nevermind on 6 chairs and a bar cart- we wouldn't have wanted to cause the sales girls any more distress at having to sell the additional stuff. Before we left, the gal sighed deeply and said "it's just a really hard day to be at work." Good grief. read more

Worst online experience and followed up with calls of many errors to no resolution but charging me for their mistake. Management was fine with me posting a bad review. read more

Horrible Customer Service!!! I bought a sofa a month ago and now my order has been delayed.. I've called and visited the store to cancel my order and there is nothing that they have been able to do. The sales associate promised me that I would get my order in 4-6 weeks and did not disclose that it could get delayed. How is it possible that such a large company cannot follow through?!? read more

Oh boy, oh boy definetly a place to go if you like fancy! Get yourself a candle on the way out! read more

west elm - Furniture Stores Near Me - Oak Brook, Illinois

West Elm is one of those places that you really like when it first appears, but then kind of forget about for awhile. They have nice things, but they're all in that "Do I really need this, or can I find a suitable cheaper option at Target?" price range. So it's rare that I buy things here. Occasionally my wife and I will stop in to browse. We like to visit Oakbrook Center because all the home stores are there and practically next to one another. So we always pop in to look around. But for the past few weekends we've done more than browse. We actually bought things. Two times now. And I found the customer service to be really lacking. 1) The first time we attempted to shop there, I stood at the customer service desk waiting to check out for more than 20 minutes before I was waited on. That's not acceptable no matter how fancy your bauble is. The gentleman who rang it up was nice enough, but sort of had an attitude and he was clearly stressed over having to deal with whatever it was he just dealt with. It seems that the average request from a customer involves serious assistance with calling other stores, or checking inventory or stock or something. There were about three people working that first day and all of them were busy with other customers. There just weren't enough staff. 2) During that visit, my wife found a chair she really liked for her office at a decent price. She went home to measure the space beneath her desk to make sure the chair would fit, and the following weekend she called to make sure it was available because the website showed it out of stock. The customer service person she spoke with seemed really confused by my wife's request and had difficulty determining whether or not the chair was available. She was also informed that while they had a floor model, we were not allowed to purchase it. This also made no sense to me. A store that doesn't sell things they have on display. Whut? She promised to have someone check the stock and call my wife later. That never happened. They completely dropped the ball on that. Completely. Not a call later, not a call the next day. Not a call at all. It never happened. They basically made the determination that a customer who was ready and willing to make a purchase simply wasn't worth the effort of completing their service. This is disdainful for any business. I am sorely disappointed in the lack of response and feel that it's unacceptable in this day and age when everyone carries computers in their pockets and can easily check stock either in a database or by actually going back and looking. To drop a customer like that is uncalled for and unprofessional. But my wife still wanted the chair. So reluctantly, we went back to the store in-person and started the routine again. We took the chair she wanted from the display straight up to the customer service counter and told them we'd like to purchase it. The gentleman there was slightly more helpful than anyone had previously been, but only slightly. He had an aire of arrogance about him like doing this job was beneath him. Come to think of it, this is exactly how the previous sales associate treated me the prior weekend as well. Fake-friendly. So he started looking in the computer and found that there was no stock available of the chair in question. But we could order it. "Can we buy this one?" we asked again, referring to the floor model. "No, we don't sell floor models. We need them to display for customers." "You need them to display items you don't carry?" I asked. "You can order it," he stated. Okay, I guess that made sense. "Well as long as it's guaranteed that we'll get one," I said. "I guess we can order it." I've had orders dropped in the past. I've had items go out of stock between the time I order them and the time it's supposed to ship and somehow I don't get my thing. My wife is very picky, and this chair situation has been going on for a long time, so if she found a chair she likes I'm going to make sure she gets it. I think the word "guarantee" made him nervous because midway through the ordering process, he changed his mind and offered to sell us the floor model. Whut? (again) I walked away at this point because I was baffled by the entire situation. Laura finished the transaction and we walked out with the chair we came in for. But what is up with these people and these crazy policies? I think upper management really needs to step in and straighten this store the hell out. Rude, uppity employees who turn up their noses at people and enforce policies that make no sense? This is Oak Brook, not Beverly Hills. What the actual, guys? read more

If you're looking for a store full of wonderful selections, smiling faces and one that is easy to shop you must visit this West Elm location. I've shopped at multiple WE locations in the past and have found this one to be by far one of the best. The customer service I receive each time I visit is excellent. I will encourage all of my friends and clients to take the time to shop here when in the area. read more

I typically shop at C&B but tried West Elm. I hate both the store and online service. This company, while seemingly appear more affordable in price, gouges you for shipping and white glove service- which is not an option but mandatory. So ridiculous. In addition, their final sale, which ends in .99 is final, meaning you can't even exchange it, even after one day of getting it and seeing how it looks at your place. So if you buy something, make sure you love it or its yours forever. The store employees are never friendly and make it seem like you are bothering them if you have questions. Why do they have to be so snobby? This will be my first and last purchase from WestElm. I prefer the customer friendliness of C&B and other stores much better. read more

I've made several purchases at this location and I've had enough. Some of the staff is friendly but expect to be ignored most of the time. I shouldn't have to walk around looking for someone to answer a question. My biggest gripe is there own staff doesn't understand there own policies regarding promotions and returns. I've tried to use coupons after being told I could only to be told I couldn't later. Same thing with returns. It would make sense for the cashiers to understand the stores return policies and be able to communicate that to customers. In terms of the products they sell I like the majority of there items but the store is over priced. Some of the furniture pieces I own have not held up as well as I would expect for the price paid. read more

We ordered a sofa in January and have yet to receive it. When we originally ordered the style and fabric, we were told it would be delivered around early February. It is now April 9th and we have not received our furniture. The estimated delivery date is constantly pushed back. Each time we email or call customer service, we are never given a clear answer as to when we will receive our sofa. I am extremely frustrated. I do not understand why West Elm claims to have no information about where our sofa is. It now says the estimated delivery date is around mid May! I'll believe it when I see it. I will not be purchasing any furniture from West Elm again, because I'd like to actually own the furniture I order. read more

So yes it's a chain and yes, the comments on any of their social media posts are absolutely horrifying (seriously, check out their Instagram - why do zero couches this place sells get delivered?) but this particular local West Elm is delightful and has served us well. Nestled in Oakbrook mall, it's easily accessible if you park anywhere near Sears, it's well lit and kind of a fun set up, and they have the best mid-to-high priced housewares. Cheaper than Pottery Barn but more expensive than Target, we've found great throw blankets, tabletop decor, and more. The service there is quite good, and we've had no issue with returns, special orders, or anything else. We got a great dining room table here and it was delivered super promptly and easily, unharmed. We stop in every time we're at the mall! read more

Bought a reclaimed dining table set for our kitchen nook and an entertainment center and absolutely love it. My wife and I have compliments on them from family and friends that visit. read more

west elm - Entertainment center. - Furniture Stores Near Me - Oak Brook, Illinois

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Very poor quality for the price. Better off with ikea. Bed slats are rough and ugly pine. Will need to disguise. The head board is bolted to the rails instead of a slot system. The bolts are exposed on the back of the headboard. Once again I may have to disguise if final room arrange exposes back of headboard. No protective feet. Had to go buy feet protectors. Not impressed, will not purchase from west elm again. Delivery and set up service did a nice job though the dispatcher gave wrong information about type of service that was included. read more