3-4 people working, and not a single one could bother to say hi or ask if we needed help. We were flat out ignores, but they were all smiles when someone else walked in. Not sure why. Went around the store twice and couldn't find some items that the website said were in store. read more

Paid for some pillows online, inserts and covers sold separately. After paying for both all of a sudden the covers were on * backorder* something other online retailers will tell you upfront, and notify you when they are back in stock. waited a month and a half before I got my covers. read more

So disappointing. Very little help the entire time we were in the store. When we finally did talk to somebody they had quite the attitude. Apparently they hear complaining all day long. We were just surprised that you really can't buy anything other than a pillow or a mug in the store. Any furniture has to be shipped and shipping fees sometimes are as much as the item you're trying to buy. He explained that they really just a show room now. So only go if you want to experience a 3-D catalog read more

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I really enjoy this West Elm location! Their social media is amazing, they always have awesome window displays, and I don't know a single company that incorporates local support into their business model and storefronts as much as West Elm. The associates here are incredibly helpful - I've made small purchases (coasters, napkins, etc) and a couple of larger purchase, like my rug and the two chairs that currently reside in my living room nook. Everything is arranged so beautifully - from the lighting fixtures to the table settings, it is hard to step back into your own home after a stop here. West Elm is not a cheap place, but if you can get with an associate and ask about sales, that's usually the best way to go. My rug was heavily discounted when ordering online and shipping in, and she also got my chairs reduced in price as a result of some factory shipping something or other. I would say shop the sales, sign up for coupons, and if there's a piece you really have your eye on you can usually make it work! read more

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

I always ordered things on line so I was super excited they moved into the Armory. Great location right off the expressway with lots of parking available. Love the layout of the store, so many things around every turn. Really love the locally made area...some really cool gift ideas.The holiday is the best time to go it, so many beautiful items and great prices too! The staff here is awesome, very friendly and never pushy. You can walk around the store taking your time and not have anyone bothering you non stop. Iv'e purchased a few decorations and gifts here.Everyone loves them. read more

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Do not buy furniture that claims to be "in stock"! Cannot begin to express my frustration with west elm, online and in store. Now, too late, I am seeing so may others that have experienced the same thing I am going through. Purchased an in stock bed and 2 glider recliner chairs in early July, in preparation for our baby coming. Intentionally selected all in stock options for fast delivery "by July 20". Made arrangements to make room for new bed in anticipation of delivery and the date changed, not because anyone let me know but I happened to track online. I called customer service and they told me a different story with each person I spoke to. Delivery continued to be pushed out, now to September 22. Approximately 12 weeks after my "in stock" order. I went into this store asking for help and to talk to a person instead of 800#. They told me they can't do much because I didn't order in store, next time I should order in store. Lesson learned is not to order in store but that west elm has the worst customer service and is quite comfortable demonstrating that. I've been in multiple times pleading for help and have had zero success or even a bit of empathy. Just blame it on me for not ordering in store. The bed is sitting in a regional delivery center nearby but they won't make an exception to deliver it until the back ordered items arrive in late September, after our baby is due by the way. Until then, I'm 35 weeks pregnant and west elm doesn't seem to care that I am sleeping on a mattress on the floor. read more

Always fun to shop here... beautifully laid out with great ideas. especially appreciate Jason the visual manager...very kind and very helpful. Thank you read more

Oh how I like this brand.... But this store has been a sore point to me since moving to Rochester area. Have never been asked if I needed assistance, or for that matter, acknowledged I was even there. Not a great business model for a storefront. Hoping others have had better experiences. MCM is a great style! read more

west elm - West Elm - Furniture Stores Near Me - Rochester, New York

The store is friendly enough and the products very nice. However they partnered with a bank called Comenity from Texas. This claim to mail their bills out on the 24th of the month but they actually take 9 days to arrive. The post office says that mail between any two locations in the United States should take no longer than three days. Once payment is mailed they allow 10 days for receipt. I paid in full but got hit with a huge fee. Put a real bad taste in my mouth. I think I'll try the IKEA just 2 hours away in Burlington Ontario. 1065 plains road E, Burlington, ON L7T4K1. Www.ikea.com read more

Wifey and I went a-mattress shopping at West Elm. They have a Leesa mattress on their floor- we were looking at all the new bed in a box mattresses online and wanted to try one of them. We met with Bert- the manager or Asst. Manager- he and the rest of the staff were most helpful! Knowledgeable and friendly and not pushy like some other stores - especially mattress and furniture stores! Bert has one of the higher end Sapira mattresses from Leesa - so we ended up buying one there. They had a deal with $225 off and a free pillow. 10% of our purchase in store credit and $50 extra store credit if you get their no fee credit card. Good deal! And $50 in credit for a future furniture purchase. Whew! So we will obviously be back! Lots of funky and different good quality furnishings all over this store. It's not the cheapest place to shop- but you can get great quality at a good price especially if you look for the sales. I took some representative pics of the store. Try out west elm! (And yes they are all lower case in this store!) read more

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4.5 Love a good home decor store. Makes me wish I had permanent home to decorate! ... and a career where I could afford all of it! West elm has a great selection of furniture, wall decor, rugs, candles... This particular store does not have bath items - however these can still be found online. Selection is on the pricey side but great quality. Very happy to have West Elm here in Rochester at the lovely developing Armory. read more

Fancy pants home accessories and furniture. There are good sales most items are neutral in nature with unique accessories.

This is a very cute and trendy home furnishings/decor store that is perfect for those with a modern/retro taste. I have a lot of pieces similar to the 1940-60s-esque furniture they have here, except I got it at much cheaper prices from thrift stores or At Home. The stuff here is expensive but they look to be of great quality. Everything is mostly in the mod, Eichler-home, mid-century modern realm. They sell cards, candles, couches, beds, credenzas, ottomans, air plants, figurines, outdoor furniture, plates, utensils, vases, rugs, and much more. Right now, they have a 25% off deal on some items for Mother's Day. They have some beautiful and unique pieces of furniture here that I would sure love to own one day! This is a great place to do a wedding gift registry as well. There is plenty of parking here. This location is larger than the other West Elm location I went to in Denver, CO. read more

Wouldn't recommend to my worst enemy. Recently, I purchased a sofa from them, and the transaction was a nightmare, as West Elm cancelled it twice, claiming they had run out of fabric. However, the fabric was still listed as an option online. I then ordered a slightly smaller sofa and - bingo! - it was possible, despite being told that the fabric was discontinued and wouldn't be. That whole process alone took 3 months of back-and-forth, mainly consisting of customer service not contacting me when they said they would. The sofa then arrived 2 months earlier than they said. I was very excited to get it, until I encountered the smell...the SMELL...of flame retardants. In fact, the sofa was so unbelievably toxic smelling that I developed a migraine, dizziness and even broke out in hives (and had to go to the doctor). A quick google search later and I learned that West Elm (and its parent company Williams Sonoma) are some of the very worst offenders for over-spraying flame retardant on furniture. This reaction is actual very common from consumers and there are many, many websites devoted to this. West Elm did say they would return it, but it has now taken 7 phone calls to them as they keep "losing" my file or forgetting to call back. Needless to say, I am hugely disappointed and will never ever buy furniture there again. read more

This store is like walking into one of your boards on Pinterest. You will see the way that things are modernly arranged, and it will make you wish that you could stylishly get your life together with light fixtures, gallery walls, floating shelves, and gold accents. I liked that I was able to walk around without someone breathing down my neck, clearly banking on a commission sale like the boys over at Raymour and Flannigan. The décor and furniture here is a little pricey, but if you sign up for emails they send 15%-20% coupons frequently, to help you on your home improvements. They also do bridal registries. Come down, do a little home dreaming, and then grab a coffee at the Village Bakery or a drink at TRATA, whatever makes your heart happy. read more

If you love mid-century decor this is your place! We have furnished about 5 whole rooms here in the past 12 months. The buy more save more sales (semi annual?) are really great, and we always take advantage of the free financing for our large orders. The service is really great (holler, Burt!) and has come in handy when we've experienced bumps in the road during the production process... so don't order online, go in store- trust me! read more

Clean, modern & smells like eucalyptus in this joint! A little bit of everything from furniture & lighting to pillows and dishes. Great quality. Friendly staff greets you at the door and offers help without hovering. Moderate price point. I was a little surprised at the size (was expecting it to be bigger) as it feels more like a large boutique! Roc is coming up! read more

After having to shop the catalog, it's nice to have a local location to visit, but it's hit or miss with the staff. I stopped in a few months ago and the staff was warm, friendly and helpful. Today, it was as if they couldn't be bothered. I would stop in if I had questions about a product and wanted to see it live, otherwise, back to online. read more

We're new to West Elm. Won't be back. We checked out their store at Culver. Nice store. Beautiful design. Friendly salespeople. But terrible after sales support!! Bought a sectional sofa in Nov 2020, they said delivery will be second week in January 2021. Came February we got nothing, not even a phone call. We called them, they apologized, saying the sofa is already in the warehouse, delivery will be in couple weeks. They'll waive delivery fee, but the way it works, they'll still charge us, then after delivery, we call them and ask for delivery fee to be waived. Doesn't make sense. But, anyway.. Nothing in February, we just kept getting emails on delivery schedule date and delivery cancellations. February became March. Finally, March 8, 2021 got email notification our sofa will be delivered today, March 9, 2021 between 9-11am. Then, got an update delivery will be at 11:31am. We're so excited, got the living room ready, even cleared our work/meeting calendar during that time. But then at 10am, an hour from scheduled delivery, we got another update that our delivery is CANCELED!! No customer service call no explanation, just email notification. Again, we called their customer service. We had enough of their delivery cancelations. We canceled our order. read more

customer service is amazing! was greeted with a smile from Nancy, she was very helpful and helped me find what I needed. Love this West Elm location, plus there's a great bakery next door to get lunch, and a large parking lot. highly recommend read more

So I am a long time customer of West Elm but it seems like the quality of their furniture has taken a down turn. I had to return an area rug due to extreme pilling. I also had purchase a fairly expense marble topped table and it was not sealed. I have several bathrooms that have marble topped vanities and researched how to tell if marble has been sealed. When I asked about this a West Elm representative (not this store of course as everything is closed). Told me it was definitely sealed so I did a water test. The water soaked into the marble within seconds! Marble that even has a light seal on it will repel some water. Instead of listening to me the rep insisted that I was wrong and that I needed to use placemats. Ok this is a kitchen table...it is marketed as a table to use as dining or kitchen. It should not leave a watermark within seconds. She then lectured me on how I should not do anything (sealer) to the table top. So not listening to her and doing research I bought a water clean up sealer and sealed it several times. And wallah the table now beads up the water. Wouldn't it be wiser to ask questions about what is happening and take the problem to the manufacturer? Beautiful table, quality was not there, online customer service was not educated. read more

Great store ! The customer service is the worst!!! Almost like they do not want to be bothered . Big disappointment because this is not what West Elm is like in other larger cities. After three tries I will wait and try another city on my travels. read more

The space is amazing! Very large and industrial. There is a wide variety of pieces and ultra modern. One of everything please!

Love west elm's furniture and decor, but this location has some of the WORST customer service. I hate to say it, but they do not even look at you when you walk through the door. Especially when you are not dressed in the most fashionable clothing...wish it wasn't so, but when I walk in with a hoodie and jeans they do not say "hi" or "welcome" but when I'm wearing a more expensive/current outfit they all welcome me with smiles. Most of the time when I go there, there are usually the same girls working. I know how sucky it can be to work in retail but I don't think that's an excuse for ignoring people. Overall, I will still shop there because the aesthetic of their products is really great!! But am still disappointed in the customer service. read more

It's alright. I don't have many complaints about the place. The place has a great assortment of things that are a bit on the higher end. I didn't mind that for the quality but what held me back from splurging was the service. It was a bit non-existent. While I enjoy not being smothered with it, I would have at least entertained a hello and how are you. It wasn't until I was there for like 20 minutes before anything sort of interaction occurred (I was probably one of two customers in the store). I'll go back for sure but not because of the help I got in my time there. read more

Not sure if customer service is a priority. I have gone in the store on three different occasions during the early hours when there are anywhere between 5-10 employees and half the customers. Done everything from sitting on some of the sofas to expressing interest in some of the decorative pieces. No one has approached, made eye contact or made any effort to explain the product or give features of the item that may create more interest on my part. I was very excited to know this store was coming to the area but if that's the service I think I will stick to online where I don't have to think about being ignored. Maybe, that's the culture they are trying to exemplify?!? read more

Nice addition to the Armory, large space lots to look at. Well curated, not terribly expensive but not inexpensive either. Most of the things are made in China, some are locally made or made in the U.S.A. I was surprised that one certain candle seemed to be sold out? I was going to inquire but not sure who worked here or who was available since check out was busy no matter I will be back for a few small things. It's clean and modern in design. If that's your thing you are set, they also have a catalog which is helpful. Either these stores open up or they close. They also have a small section of locally/NY State made things very nice. If you like straws they have a Silver Straw it's $3.00 rather than the Sterling Silver one at Tiffany and Co that you know costs a small fortune. Certain things I think are priced too high? You could probably go to TJMaxx, Marshalls or Home Goods for things. But whatever.. If your in the area go in, take a stroll, you may be inspired by what they have and may even buy something. Enjoy. read more