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    west elm

    3.0 (33 reviews)
    Closed • 10:00 am - 7:00 pm
    Updated over 3 months ago

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    Steven D.

    West Elm Furniture has horrible customer service and billing practices! Ava from West Elm business to business support hung up on me today (11/29/2023) because I pointed out that I shouldn't need to call West Elm 5 times to deal with their billing errors on order #332382576012. Several months ago I discovered that West Elm charged my credit card for furniture that was never shipped or received. West Elm could not deliver the furniture as agreed because the furniture ordered was not in stock. At the time of our purchase we were told by the West Elm Shops of Legacy store that all the items we selected were in stock with delivery in 3 weeks. We needed this furniture so we had to cancel the West Elm order. This was done months prior to the furniture even being in stock. We then ordered furniture for the rental property from Room & Board. West Elm apologized for the inconvenience and told me that we would receive a full refund for the portion that had already been billed to my credit card. Unfortunately, that's not what happened. My credit card was charged several more times for a total of $7,499.89 and when I contacted West Elm they again said they would make a full refund. Unfortunately, that still didn't happen. What happened was either through ignorance, incompetence or theft but the result was West Elm stealing $990.96 by only refunding $6,508.93. Here's the problem. 1) West Elm has uninformed sales staff selling items as "in stock" when they are NOT available. 2) West Elm failed to deliver the furniture by the due dates and only then did they inform me that the "in stock" items were actually NOT in stock and they would not be available for months. This put me behind on furnishing a rental property by 4 weeks. 3) West Elm failed to cancel the full order despite my multiple phone calls to West Elm including one call when I talked to Ava (the same West Elm employee that hung up on me today) explaining again that "The entire order is canceled" 4) West Elm charged my credit card for furniture items that were never delivered and then failed to properly refund the money to my credit card even after I reminded them that the order was canceled months earlier. 5) Even after multiple calls to West Elm about their unauthorized charges to my credit card West Elm failed to refund the correct amount. Maybe this was just another mistake in the long list of mistakes made by West Elm but West Elm had no interest in correcting their mistake. Even today West Elm seems unable to deal with basic addition and subtraction when it comes to my refund. After I was hung up on by Ava at West Elm I called back two more times to the business to business line 888-837-4888 just to be hung up on again. I then called the regular support line 866-937-8356 and requested a business to business supervisor and was transferred to Ivory in business to business support. Ivory is not a supervisor but the supervisor Isaac apparently was too busy to talk to a customer that had been hung up on three times by a West Elm employee. Ivory may have done her best but the math still doesn't add up. I was charged $7,499.89, I was refunded $6,508.93. So West Elm still owed me $990.96. Today after talking with Ivory I thought she would finally get it right. Unfortunately, West Elm failed again when they refunded an additional $865.13 (not the $990.96 owed) so now I am still short $125.83 and I find myself writing this review in the hopes helping others. I attached the charges and credit to my credit card to show that the math is not complicated. If you charge $7,499.89 you need to refund $7,499.89. In summary don't expect an apology from West Elm if you catch them cheating you out of your hard earned money. Expect them to hang up on you.

    Ro L.

    Two stars for the quality and beautiful items they have in the store, minus three stars due to the lack of personal interaction with my daughter and I. Not once in the 30 mins that we browsed around were we greeted by any of the three employees visible to us on our visit on 12/19. However when other people walked in they were greeted. My daughter who doesn't get bothered by such things brought it to my attention, which made it more disappointing. Other than that, this store carries some really beautiful items, a bit on the pricey side compared to many other similar retailers. Sadly I won't make any future trips to this store.

    Store is super organized and well taken care of!

    Beautiful store! The employees were amazing and they recommended a lot of things that made my inVision come true! The store was super organized and the employees were super helpful and had an amazing information on everything!

    Katherine H.

    Waking past the window panes with lavish decorated displays set up drew in my friend and I as we walked by. To be honest I've never been inside a west elm, but the inside looked super fun to window shop around and thus we were drawn in. The staff was super friendly and didn't look bothered or turned off when we said we were here just to window shop. I found some cute heart shaped trinket plates that didn't break the bank, and also took a ton of Instagram "aesthetic" worthy photos. All in all a really nice store to walk around with a ton of home decor options to make you feel fancy, staff was friendly also.

    Pealing of table 7 months after purchase and no options to resolve defect.

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    Ask the Community - west elm

    Review Highlights - west elm

    “After building our new home we went to this store to buy a bulk of the furnishings for downstairs.”

    Mentioned in 2 reviews

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    Zuri Furniture

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    west elm - homedecor - Updated September 2026

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