Charged us 30 shipping because an item they said they had in stock was not really in stock. Why should we pay a penalty because they didn't have the items in stock? This is why everyone just buys on Amazon. read more

I placed an order for a couch and they attempted to deliver it unsuccessfully. They were unable to deliver it because it did not fit and was too deep. On the website, it says that the sofa is 39' deep. However, the delivery person said it is actually over 40' deep and, therefore, would not ship. I spoke with Catrina and we were told we would be granted a refund to our credit card, minus the cost of shipping. Then, I received an email that I would actually be receiving store credit for the sofa, minus the shipping. because "it is the seller's responsibility to measure correctly." I requested a full refund to my credit card because I should not be penalized when I did measure correctly and nowhere on the website does it say to account for any additional packaging inches added to the depth of the couch. They refused to do this and gave me no response when I asked how I was supposed to accurately measure for a couch when I do not know the actual dimensions. I am disgusted with West Elm and their terrible customer service and website. read more

Bought a wicker bench from them and it is falling apart less than two years after purchase. terrible quality, thought it was better quality but I was mistaken. to include a terrible customer service follow up after we reported the quality of the hence. buyer beware, there are better and cheaper options. read more

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BEWARE Purchased a $9,000 Melbourne sofa Purchased a $9,000 leather Melbourne sofa only 4 months ago. It's falling apart. The frame is sagging, the cushions are going flat. I also purchased the $500 square trade insurance plan, it's a fraud! West Elm refuses to offer any help, square trade is a California based company who denies the claims even though it's a five year policy. This sofa is horrible and the service is worst. I'm waiting days for a call. West Elm blames the insurance company and vice versa. STAY AWAY from West Elm. This is not the first time. I also purchased an outdoor table 1 year ago that is already starting to fall apart. Buy at your own risk! read more

This store is a JOKE. They sell furniture that they don't even have. You will pay and wait for several months for your furniture and when they finally schedule the delivery, they cancel it last minute or the item comes broken and you have to send it back. Their customer service is the worst I've ever seen. I spend one hour with them on the phone and one representative told me my bed was coming and when I ask for an email confirmation she said she couldn't give me and forwarded me to the delivery department. They told me the opposite, that the bed was not coming and when I said I that this is not what I've been told, he hang up on me. I am sleeping on the floor for months!! Please avoid! Poor quality, worse customer service. read more

If I could give them 0 stars I would. Their furniture isn't the vest quality and their customer service is awful! I ordered a trundle bed from them and had to wait an extra two months for delivery. They kept delaying the delivery service over and over again. Then, when it finally arrived, they guys didn't bring a crucial piece (the mattress!) and insisted it didn't come with the order. Then I got on the phone with customer service and they gave me the runaround from one service person to another, only to HANG UP on me! It was infuriating. read more

Stephanie Heller just spent several hours helping us. She asked great questions and patiently helped us arrive at choices. She gave us her undivided attention and we are confident in our design choices due to her knowledge of materials and decor. It was a great collaboration and I would recommend this store to anyone. Thanks! read more

Initially dreadful customer service. I ordered curtains and a curtain rod from west elm online. It all took nearly two weeks to arrive. Unfortunately, the curtain rod box was damaged and a taped together mess. The mounts were missing. When I called to request the mounts, I was told I would have to wait 9 days for the missing hardware to arrive. When I became upset, the woman offered expedited shipping, only to later say it wasn't possible. During the ONE HOUR call, she mentioned that UPS could pick up my return tomorrow but couldn't deliver the missing parts for nearly a week and a half. She stated they don't have expedited shipping, odd because the curtains arrived via 3 day shipping UPS. Three days later, I got a package labeled hardware, unfortunately not the "right" hardware. I really wanted to improve the rating and put up my curtains today, no luck unfortunately. read more

west elm - Damaged curtain rod box. - Home Decor Near Me - Scarsdale, New York

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The store manager seemed very helpful and smart when I called, so this review is for the internal West Elm quality department and not her. I ordered the Haven couch and when it finally arrived, both of the insert cushions were deformed. Cheap design, terrible delivery service, and poor quality assurance. Store items are fine but avoid buying their expensive couches. There is no warranty despite the cost. read more

west elm - Home Decor Near Me - Scarsdale, New York

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Worst customer service ever! I am so frustrated and disappointed. My chair is ready to be delivered but they won't deliver it because one item in the order is not ready and they won't split a delivery. I have to wait till end of March/april when the ottoman is ready. And I've been charged in full!! They have my chair and my money. Disgusting. read more

Don't sell items that you won't have for months. It's not responsible. If you are selling furniture, you need to disclose to the custom the wait times. It's bad business and failure to disclose is deceptive. read more

Never, ever buy from West Elm. They have nice furniture for sure. But I've been waiting since July 16 to receive an Andes 3 Piece Sectional and 2 Carlo Mid-Century Chairs If you can believe it, they delivered only 2 of the 3 pieces of the sectional a couple of weeks ago. They can't locate the item number for the sofa that belongs to that sectional. They were going to deliver one of the chairs today (November 7! after almost 4 months of waiting), and then they cancelled the delivery because they couldn't locate the second chair in their warehouse. Buy from West Elm, and you are signing up for month upon months upon months of waiting and terrible customer service. read more

I bought a custom $3,500 corner sleeper sofa. It was delivered damaged. So the delivery guy took photos of the damaged legs and said they'll call you in a half hour to send replacements. Of course, being kind I said sure, no problem. When three days passed I called customer service who told me to wait for an email I never received. Two weeks later, same as above. I stayed on the line this time and received the email asking me to send photos of the damages? I thought the delivery guy did this already? I saw him take photos on his iPad. Why should a consumer have to do this when a manufacturer sends damaged goods? Of course there is no return on custom orders. So I sent the photos, weeks passed and I heard nothing. I went to the store I purchased it from and spoke to the manager who assured me they would send me the legs. Here I am another week later and I received a second email asking for more (different) photos of the damages and photos of the full sofa (which was not asked for in the first). What the f@ck!!!!!!!!!! I hate you West Elm! read more

My daughter and I visited this store today. There were at least 4-5 staff members in the store. We were the only customers in the store. We were not greeted by the staff and not one staff member said a word to us. They looked at us, however no one even said a hello or asked us if we needed help. The entire staff acted as if we were not there. It was interesting to see how when a white couple entered the store there was plenty of conversation with them. I felt sad that my daughter had to experience this with me. This a perfect example of how people of color, particularly African Americans are often treated in certain stores. read more

they sold dining chairs that break apart in 12-13 months. Customer service kept dragging me out for 2 months and wouldn't let me speak to a manager. Claim they only stand behind their furniture for 9 months. Had pictures of metal joints break at the weld points and they didn't classify as defective. I had ikea chairs for 50$ that lasted 10 years, West Elm 200$ chairs aren't meant to last more than 9 months according to them. Good luck buying from scam artists read more

Poor customer service. Stood in line to check out with nobody in front and still a 15 min wait. Wanted to buy an indoor planter and was told not in stock too bad and go buy online and pay for shipping. read more

The Mrs. loves this store so we are here quite a bit for knick knacks like glass fork holders or some freaking thing, and the occasional throw pillow with embroidered flowers. Ah, living the dream I tell you. While this is a great store for home decor, I have to say it's pretty small compared to the other branches that we've been to. Not a lot of stock on hand. However, they are happy to order stuff online for you if they don't have it and they even provide unsolicited discounts from time to time. Great! read more

Store was great but delivery process was terrible. Gave me a window of 7 am -12Pm for delivery. 12 pm passed and no delivery . I called and they said oh your window was changed to 11:30 am- 1:30 pm with out them notifying me. 1:30 came and went and i called and they said it was weather. I was just rain and not a Blizzard. They finally showed up at 3:15 and it took them 1 hour to set me up. So i sat home the entire day and wasted my time.. Our time is as valuable as theirs read more

I went into West Elm to see what couches they had and also to see if they had a table I saw online. They didn't have the table I was looking for, however, I sat down on a couch that I was enjoying. I would have explored the couch further but an employee came over to us and basically asked us to get out because she thought we were just sitting on the couch not shopping. Obviously we came to the store to look at the furniture. You can't buy a couch without sitting on it. She was incredibly rude and treated us like we were doing something wrong by sitting on the couch. I will never shop at West Elm again and I will be reporting this employee to corporate. read more

Overpriced with poor customer service. I bought a $2700 bed in April 2022 slated to be delivered mid-June. After many delays it is now projected for mid-August and they still cannot guarantee me an exact delivery date. If I'd known I wouldn't have a bed frame for 4 months I would have purchased elsewhere. Not only that, but when I called for answers, they just told me to cancel my order. Not the type of service you expect from a supposed high-end retail store. read more

I am a customer in California and this was the only location that had the item I needed. Marissa was the one who helped me over the phone and was able to locate and ship the item to my home. She was very sweet, polite and helpful. So grateful for the awesome customer service. Thanks Marissa! read more

I went to this store for the first time the other day and I have to say the staff is friendly very helpful good prices nice atmosphere and very clean I definitely recommend this store if your looking a nice gift someone ! read more

I went to West Elm intending to only purchase a bed I saw online and ended up purchasing the bed, my entire living room and reading room furniture and setting up a registry. Brey at the Scarsdale location was remarkably helpful. She used my floor plan measurements to do a markup lay out and select the right size furniture for my space. I told her I was interested in a bold design that related to but didn't quite match my dining room that had already been furnished by another retailer. And Brey nailed my ask. She was masterful in being considerate of my requests. She kept the pricing modest and let me know when to take advantage of an upcoming sale to save on funds. Stellar service! Beautiful showroom and clean furniture! read more

I ordered many furniture pieces from the store in Vernon Hills IL. The entire customer service and delivery process is horrible. West Elm has a vendor for their deliveries who has the worst delivery process and customer service. I was on hold time to speak to representative for 2 hours each time and the representative does not know what the items are since they use some type of abbreviated codes. I scheduled delivery for one of the beds that I bought 3 times. Has not shown up on 1st, 2nd and on the 3rd try they only delivered the headboard. I have been dealing with West Elm deliveries since last December and it has progressed to be the worst service. In the end it turned out that the other pieces of the bed are lost and without telling me they put in for replacement and stated that it will take 6 weeks for delivery. This is totally unacceptable. No one had the courtesy to call me to even ask if I even wanted to continue with the order and expect me to wait another 6 weeks. I would recommend that West Elm and their delivery vendor invest in education on customer service skills and delivery process. This is a very poor managed service. Thank you, read more

My second time at this store and not disappointed at allWent looking for a rug and ended up purchasing 1,400 hundred dollars worth.. 2 rugs an end table and coffee table.. Joseph a delight and welcoming.. he recognized me from the last visit ...KJ was awesome and helped my friend and I , style our homeI recommend once again anyone who is looking for top of the line customer service to come to the West Elm in Scarsdale Thanks Joseph and KJ read more

I will never ever shop here again, and that is a shame because I spent a lot of money here already. I ordered a Rochester sofa in early May, and it is now August and it still hasn't come. The West Elm store and the West Elm corporate people have no idea where the sofa is, then they know where it is, then they can't find it- right now it's been on a trailer probably getting bedbugs for two months. The best was when they offered me a few free items to compensate me for sitting on the floor for 16 weeks-ish, and then they never sent them, couldn't find the order, and didn't have tracking information again. I should have known to go to Crate and Barrel instead when the older blonde woman at West Elm basically caused me to go running 100 miles an hour out of the store the first time because she wouldn't let me pick my own fabrics and instead, kept trying to force her taste on me. This place is a DISASTER, a well-presented, beautiful hot mess of a disaster, but a disaster nonetheless. HOW does a SOFA STORE lose a SOFA? It's not that small! read more

Unwelcoming. Staff went above and beyond to be unhelpful. Went ready to purchase but taking my money elsewhere.

Customer service was perfect - I am not sure why people are complaining. We were taking care of from the moment we walked in.

My wife and I used their design services for our back sun room. The service was great, and the person came to our house to take measurements and within a day had a while mock up of the room with inserted recommendations. About two weeks later when we were ready to buy we went to visit the store to make sure we felt, sat in and got an better feeling for the designer recommendations. The store staff was great, even though the person who made the design for our place was not there we had an associate help us out. We placed our order and had our couches two weeks later. The delivery guys were great and set the room up according to the design reps drawings. We wish we would have gone west elm for all our furniture needs. read more

Talk about terrible customer service. Today I went to return (2) brand new rugs that were delivered to me two weeks ago and experienced one of the worst customer service in years. We returned the rugs because they didn't fit our apartment and because the rugs were thin, the quality wasn't what we expected. I love West Elm, in fact I just purchased my sofa and almost $4000 in other things from them last month. My reason for writing this review is the attitude I receive from the sales associate Audrey R - WE Vernon Hills - Store 77. Talk about being a BITCH, this lady just topped the list. She was extremely rude and oddly enough I felt her vibe while standing in line. I saw the way she looked at me when I walked in with the rugs and was hoping that I got the other associate. Unfortunately I did not and man did she give me such attitude for returning those dam rugs. First she asked "What do you want?" and then, "Did you purchase these in store" and I said I purchased them in the Manhattan store. She took my receipt and said no you bought these online. Might I say I purchased it in the Manhattan store and how ever that sales associate put the the order though shouldn't be my issue. She then told me to bring the dam heavy rugs over to a computer and although I almost tripped she offered no help. I think she was hoping I bust my ass. Anyways, as I got more pissed, I leaned the rugs against her register and walked over since she wasn't planning to help me with them. When I got to her register, she said why don't you go choose something else and I will call you. As I walked and look at other rugs with the wife I explained what happened to her, I then though about the situation and got more and more upset so I decided to pass on buying anything else from that store. Once she was done with the transaction, she handed me the receipt and walked off - while walking away, she said do you have the sticker - I didn't know what the heck she was talking about as I brought the rugs in the exact way I received them. That bitch must be kidding me to think I will pick those rugs up again and look for a stupid sticker. I pointed out the mailing label and since that's not what she was looking for she can figure it out herself. Now at Pottery Barn giving them my money and getting their excellent service. Since I couldn't offer 0 stars, one will do. I expect an apology from West Elm. Ms Rose should take a customer service class because if that was her best she would fail. read more

Nicest laid out West Elm I have ever seen. Couch delivered perfectly on time..in a big storm! read more

What a great shopping experience! Stephanie H went out of her way to help us with deciding on outdoor furniture and accessories. She was super friendly and very knowledgeable. Good customer service is alive and well! read more

We ordered a sectional and 2 chairs. After 4 months, they lost the main piece of the sectional and delivered only 1/2 the couch. Several weeks later, many phone calls lasting for hours they will deliver the rest of the couch after re-ordering, we shall see if/when we receive it. Today we were supposed to receive the chairs ordered in July, they called that one chair was lost. They have to reorder it. It's a set and we have no use for one chair. We shall see when/if they deliver the chair. It will be 5 months or more by the time we get the furniture due to losing pieces that were already made. While it is not the Scarsdale's store's fault, since we order through them you would expect them to spend hours on the phone resolving it for us, and not for us to be dealing with this. They should offer a significant discount at this point which they are not. I love their furniture and style but this is the last time will order through west elm. The worst costumer service ever. read more

We bought a coffee table at West Elm online. And we received the table it was damaged, so I decided to go into the west elm store in Scarsdale to return it. Christine, the manager, helped me and she was amazing. I was able to return the coffee table to the Scarsdale location and Christine ordered the new for me. She helped me get the discounts we were owed and reimbursed for the shipping. I have to say I was incredibly apprehensive before I got into the store because I just hate returning things, but Christine really really really made it great for me. I highly recommend the folks at West Elm in Scarsdale And...wanted to add that Christine followed up with me promptly the next day and went above and beyond to help me get other items on our ordered delivered to our house at a time that works for best for us. I'm so thankful for her help. read more

I disagree with the many reviews saying they have bad service. When I've come in the people always seem normal, helpful, etc. I've never had a problem. read more

extremely bad service. We went to store and wanted to purchase a sofa with special Thanksgiving deal. We worked with one of their home stylist before. To be kind, we tell their manager that we will purchase a sectional sofa, but wait for the home stylist to complete the order. However after that day, they suddenly cancel the deal. It is extremely unfair for us to be kind to their stylist. This place is not kind and service is very bad. Please be careful! You will definitely get troubles. read more

I have purchased a lot of items from West Elm. I just ordered two chairs today and selected a color that wasn't my favorite because the website said it was ready to ship. Then when I got my email confirming the order it said it would be over 2 months to be delivered. I called and spoke with a customer service rep who said sorry, it goes by what's in the system or something to that extent. Then I noticed that the two relatively small chairs that will come in a box unassembled will cost $249 for special handling and shipping...I was like what? The rep said the cost just depends on who handles the shipping, really didn't have a good explanation. I could ship these via UPS for probably $25 each. Basically it's fluff profit that they don't mention in the website. So very poor information in the website and a rip off on shipping. Looking forward I'll buy from other companies like Wayfair, Amazon, Overstock and others. Spent a lot of money with them, I'm done... read more

My store experience was OK, but we ordered 2 sofas and had a bunch of problems: - One sofa came with the left instead of the right arm - They billed my credit card an additional $299 delivery fee without my knowledge. - They held one sofa until the other was ready to ship to avoid 2 deliveries, which the store sales rep promised for multiple products. - There were about 2 dozen loose threads hanging off the Andes sofa, which I cut off. - For both deliveries, the guys called me a day ahead to see whether they could deliver early since they were in the neighborhood. These problems show some questionable practices, poor craftsmanship, and poor scheduling. But, hey, the sofas are stylish and look great. read more

Today was my first and only time going to the West Elm in Scarsdale. The store is beautiful but the saleslady Ellen was such a ditz. She got herself off topic in her own conversation and interrupts when you're trying to explain things to her. The registry said an item was a cheaper price than the one she ended up changing me for. How's that happen? And can anyone apologize when confronted with their mistake? Nope, too snobby to do that! read more

Employees here are rude they feel and acted entitled. I'm a long time customer will take the drive to NJ if I need something.