This review is for send sales. I call this store with ridiculous requests all the time - most recently for some sale toffee that my husband fell in love with and my local stores were all sold out. Anna came to my rescue and found 12 tins - I joked that my savings on this candy will probably be exceeded by the related dental bill but cest la vie! Not only do they listen, but they also ship quickly and confirm every detail. When I'm considering the service I get in most CA stores, I am happy to call on WE Seattle and have my items shipped. Good job guys :) read more

Although they have nice looking furniture designs and the quality has been good so far, believe it is a bit overpriced. My main complaint is the customer service. There is never anyone on the floor available to help you - strictly at the register. You have to wait in line to ask for a single question. If it is beyond looking up an item to see if they have in stock, they will tell you to make a phone call to customer service. Don't waste your time going to the store for any inquiries. I have also have horrible experience dealing with the William Sonoma brands (West Elm, Pottery Barn) customer service over the phone in the past. They do not have any inventory control and pass you back and forth through different departments (back to the same departments over and over again). One time I did not get my furniture and no one could tell me the status because there are too many companies involved to ship a two piece part - no one talks to each other. After several months they found out that one of the part was out of stock but they never notified me. They might be taking lots of cost cutting measures and it's very apparent to the customers - I think the price you pay for a product should encompass not only the item but the entire experience. read more

Unfortunately, I don't read reviews because I believe every experience in individual however after my experience I was compelled to write a review. For the most part all that you read is true, perhaps buying smaller ticket the experience is better, they have some nice items however ordering furniture or large ticket items is another experience especially, if it is on back order. I recently moved into the Seattle area and purchased a bedroom set, I purchased the items with my debit card. I prefer paying cash over credit however using a debit card was a mistake. West Elm/Pottery Barn are under the same umbrella and operate the same when it comes to the use of a debit card. Once you make the purchase, the card is charged however if the item you purchased is on back order the charge in the store is a hold. Once the item comes in you will be charged again, although one charge will drop off. The store offers no explanation and no customer service recovery for the inconvenience. My purchase was for $2100.00 with a subsequent charge of $250 because the night stand was not available. I had to wait 3-5 days for my bank to release the funds. I also made a purchase at Pottery Barn and they followed the same procedure. Overall the experience was poorly handled. I recommended West Elm place a notification in their stores regarding debit card purchase for large ticket items. This experience was more traumatic then my move to Seattle. If you are seeking a purchase at West Elm expect delays in delivery, the delivery window has nothing to do with when your purchase will arrive. My delivery window came and went, I had to go into the store to inquire when I would get a call. It's been a month since my purchase, my furniture is due today. I guess if you are seeking a discount on furniture you have to deal with discounted customer service. Kudos to the two customer service representatives who received my complaints on two separate occasions however the change or improvement comes from the top. I will definitely incorporate customer reviews into my future purchasing plans. Hopefully, you find this review helpful. read more

Defective products; won't refund or replace I bought $500 worth of plates, bowls and mugs. They chipped at an excessively high rate over the first 3-4 months of owning them. WestElm won't replace or refund for the defective products because it's been more than a month. I guess they only expect their products to last you a month. read more

i was given a gift card from a family member a year ago and i wanted to now use it. i was told today that the gift card is now expired. i think that is stupid. gift cards shouldnt expire. i wasnt in a place to use this gift card until now. i think this store should change their policy. read more

Lovely staff at the SLU store, terrible customer service and support company wide. We ordered a bed and a dresser with an order totaling over $2,200 and our (already delayed) delivery completely missed the window from 3:30-5:30pm. We got a call that the truck was running late and it would be here around 6:15. 6:15 came and went, so did 7:15, so did 8:15. West elm contracts delivery service locally to different delivery companies so they have no control over it, I tried calling customer service and it redirected me back to the delivery company. I tried calling our SLU store and although lovely and nice, their hands were tied. I tried calling the delivery company with 2 different numbers and straight to voicemail. The delivery company office closes at 4:00. No help at all anywhere. I'm pissed because we've been waiting around all day and we paid $280 in shipping and delivery for this "white glove service" and nothing. No call saying they weren't going to make it, no call saying that we'll reschedule tomorrow, just us with our mattress in the living room waiting around for our bed! We got rid of our bed frame in preparation for delivery so for who knows how long we'll be sleeping on the floor. So upset. Any reputable company shouldn't rely on an outside contractor for customer satisfaction. Don't buy anything from West Elm other than decorative pillows or throw blankets. I know I'm not shopping here ever again. read more

Incredible customer service and beautiful store. West Elm tends to be really expensive in general and the quality doesn't always live up to the price, which is why I love being able to see their products in person rather just online ordering. read more

What a disaster! Ordered a table from WestElm. Was contacted by the most incompetent, unfriendly delivery service you could imagine, MXD. They attempted to deliver outside the delivery window (luckily we were home), then said that they couldn't deliver the table because WestElm had not provided the correct wrenches to disassemble the table to get it through the door. They asked that we reject delivery and we would then by contacted within 48 hours for redelivery. We did so. Over a week passed and I contacted them for redelivery. We were told that they had cancelled the order, sent the table back to WestElm and that it was now "WestElm's problem". After an hour on the phone being put on hold and passed around, WestElm told me that the table was back with them and did I want to reschedule delivery. I said I wanted nothing to do with MXD delivery that they choose to work with and they then offered to cancel my delivery. No attempt at turning this horrible experience into a positive one. Goodbye, WestElm. read more

TERRIBLE TERRIBLE TERRIBLE. They will lie to you to make a sale and once you bring it home after a few months the quality is atrocious. The customer service is terrible and extremely rude. We bought a table that they didn't have on the floor but they told us it "easily fits 6 very comfortably". When they finally got one on the floor we visited and it could barely fit 4 of their smallest chairs. When we told them they called us liars, saying we were never told this, and absolutely refused to refund us the shipping cost of the table, which was over $150! The table was NEVER shipped to us, we never received it, but they refused to refund us. Go to Kasala Outlet, they are amazing, or any other store. IKEA has better quality furniture than here and they don't treat you like trash. I wish I could give 0 stars. read more

I am extremely disappointed in west elm 's delivery company. Ever since college I have purchased items from west elm, everything. When I was in New York 8 years ago they were great maybe service have gone down since then. When i got married and move to Seattle with my husband in a new house I automatically went for west elm. Their product is good there is no doubt , it is not a comparison to ikea. We spend in total 22k at west elm lately and even got a credit card. Most of the things I ordered were in stock. This was beginning of jan and my patio coach is not nor is my sofa. I was told patio will come in may and sofa last piece in June . I ordered bunch of other stuff three things that the sales associate helped me buy were keep delaying and on jan 23 I got a email saying it was sold out wtf seriously wtf ???!!! They keep delaying my patio delivery date to unavailable estimation. For 6k almost you would think service would be better ? If you can't not carry out of west elm don't buy it. The store guy who helped was extremely nice and they gave me a guy 's number to install curtains . This is the only reason they are getting even a two star. You would think the nightmare would end no. Almost three weeks later no one called me to schedule to delivery even though website stated it was okay. I had to call their bad service delivery company to do it. Eventually they delivered my first order and the bed frame was damage and cracked. The guy asked me if I wanted to take it back I am like no. West elm will Make me sleep on the floor for another month lol... this is a new house so everything was bought from west elm. The nightmare begins with my rest of my order my coach . All the pieces came by jan 30th again no one called. I had to call their delivery service btw I left two voice mail they never return. So I called and called finally they book me for feb 7th and 8th originally the lady said they were waiting for wharehouse on the 2nd to release the info so I can have all on the 7th but ofc that didn't go that way. It came back to being on the 8th where they split my orders. Seattle had a snow storm on the 6th and then no one called me. So I decided to double confirm the warehouse said they are not coming anymore so there goes my vacation day I took off from work. Then they told me they will group everything for me on 8th. Okay fine whatever they told me that one of my order was put on hold and not schedule... wtf I called twice to make sure all orders are on there. I got mad this time after waiting hours and hours , how is it possible that someone could be so " smart" and can't input date. She promised me solved it and made it possible. Then the next day 7th I called to make sure they are still coming on 8th , ware house Dosent even bother to pick up. I called the amazing delivery service center this time a rude lady pick up and told me my order delivery show no delivery date tomorrow . It showed that the delivery date is 12th and 14th. My blood was boiling at this point , I told her that is not possible. The last phone call less than 24 hours ( when there is no longer a snow storm, garage truck canes and road is clear) that someone at the warehouse did tel me that I would get it tomorrow. I also asked her when did I pick 14? Because it is impossible since I have to fix my car that day . She didn't reply me. I asked to speak to her manager because I didn't want to talk to her anymore. I even asked her if you spend 8k on coach and that order would you like To be treated that way? Would you? Do you think it is right ? She couldn't answer me but will not accept my request to speak to a manager. Finally she did and she made a comment t " shit this is going to the manger" to her coworker even though I can still hear her. Unprofessional. The manager Travis after a long hold told me the exact same thing generic thing could not explain to me why no one bother to call me. I told him you are also a consumer would you like to take two vacation date just to find out no one is coming. He originally said there is no date this week and then said I was put on Friday the 10th already. He told me to go after ware house manager Today the 8th ware house closed for no reasons " weather" ... I called them four times they put me on voice mail the call center . No one bother to call back, I don't even know when my coach will come. I am so mad and so disappointed at west elm. Dude to this horrified customer service on the delivery end I will cancel my remaining items. I should not have to police a delivery company who goes agains their words every time . I asked the manager , so I need to start recording phone calls with your guys? Since you are always changing my date ? Horrible !! And their system is not always updated with their own warehouse system horrible ! I was told to chase down warehouse wtf? Why because you guys can't do that for the customer? read more

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I ordered a set of nesting end tables on July 22nd. Was told it would ship soon and I would receive them in a couple weeks. A couple weeks goes by, and I check my order status and it says "in transit from TX". Ok. Then a couple more weeks goes by, and the tracking site changed to say that the tables are "In Transit" but there is no location or anything. On Sept. 1 I called them to find out what the heck is going on. They send me to the warehouse, which is a totally separate entity. I get on the phone with someone who has to research what happened, and it turns out that my order was mislabeled from the origination building and the receiving warehouse discovered this, but for some reason never bothered to contact me. And now, I can no longer get this item because it's not available. I am getting a refund, but HOW is this a good way to run a business?? UPDATE: The receiving warehouse contacted me to say that the Seattle showroom will be getting more of the items in stock in October. So good on the receiving warehouse for that, but come on, West Elm. Get it together!! Other reviews here are gripping about the shipping issues, and they are correct to do so. read more

They have very cute things I love the style, but it's pricey and we paid a lot for a charming mid century sofa. We loved it and it looked great until one day I sat down and it collapsed. And became a very expensive pile of broken couch. Luckily no one was hurt ... except the really cute mid century sofa. Expensive and broken read more

I cannot say enough bad things about the shitshow that is West Elm in Seattle. It took 10 weeks and many phone calls from me to get a bed my fiancé and I purchased, and we never received a single call from West Elm. On April 21, we purchased a bed and two nightstands. The end tables were on site, but the bed (3 different pieces) had to be shipped from offsite. We were told we would get a call in 2-3 weeks to schedule delivery. After 4 weeks and having heard nothing, I called the store. The woman I spoke to told me they were still waiting for some of the pieces but that they would definitely arrive in the next week. Two more weeks passed (6 weeks total). Nothing from West Elm. I called again, and this time I was told they had recently changed shipping companies and that many things were delayed. It was acknowledged that I should have at least received some kind of notification, and I was told that it should be another week, "hopefully", and that the woman I talked to would be sure to make a note (presumably somewhere that would have an effect) to be sure I was kept up to date on the status of things. Two *more weeks passed (8 weeks total). During these two weeks, my fiancé and I watched both the bed and the nightstands go on sale on West Elm's website. Not a word from West Elm. I called again, and immediately asked to speak to a manager. I was passed off to someone, to whom I explained my situation. Then this new person I was talking to told me to hold for a second, because he needed to transfer me to a manager. Seriously. I again explained my situation. The manager I spoke with told me that the final piece had arrived sometime earlier, but had arrived damaged and that a replacement piece had to be shipped. Of course, I hadn't been notified of any of this. He verbally acknowledged that I should be been notified throughout the process, that the whole situation was unacceptable, that he had no excuse for it, and when I requested some kind of renumeration did refund me the $200+ shipping fee and 25% of the price. He assured that on the following Monday (this was a Saturday), he or the shipping manager would call me to update me on when I might actually be able to expect our bed. As you can imagine, I pressed the point and received repeated reassurances that I would receive a call on Monday. Another week and a half passed. Nothing from West Elm. Not a call, not a word. I called again and asked to speak to the same manager as before. I was told he was on the phone, and left my number. Over a half hour later, of course I hadn't received a call back, so I called and again asked to speak to the manager. I was passed through this time. I was told that he "had my phone number in hand and was about to call me." "It's here," he said. The final piece had arrived. I didn't even bother to ask when it might have arrived. After I scheduled a day for delivery, I told him that he should probably examine how they communicate internally, because I had never received the promised call after we had talked a week and a half earlier. Then things got a bit weird. He told me to hold on for a second and when he returned he said he had wanted to move to a different phone "where the other managers couldn't hear him." He told me that he had just written a long email to the "general manager" about my situation, and that he had told the shipping manager to call me, and he hadn't. "So, I just didn't want the other managers to overhear that." Okay. Um. I again asked for repeated reassurances that I would receive a phone call the next day from the delivery company to schedule our exact delivery time, and then hung up. To their credit, the delivery company (a separate business) was prompt and efficient. I don't know what kind of insane multi-manager secret wars are happening at West Elm Seattle, and I don't give a damn. You don't want other managers to overhear that you're upset about treating a customer in a completely unacceptable manner? Or is the manager just lying about his communication to other managers? I don't know, and I don't care at this point. The failures of this business clearly are pervasive at least throughout this location. I have never been treated more insultingly and dismissively by a business in my life. I urge you not to give this business your money, but for your own sanity I implore you: *do not* purchase anything you can't take home with you. read more

In love. I'm already a sucker for shopping, especially when it comes to decorating my home, but West Elm is certainly a welcome addition to SLU. The store is gorgeous and expansive and while their Christmas display is already up to stress me out (it's not even Halloween!) they have some cute seasonal stuff to peek at. The living wall is spectacular and I'm sure it will inspire a number of copies in homes around the area. Who wouldn't want a wall of plants?! Hey, you could even skip the Xmas tree and just hang some West Elm ornaments on it. For a store that's got beautiful and reasonably priced furniture, accessories, lighting and more, what's not to love? Think a marriage between IKEA and Pottery Barn. read more

My beef with West Elm is related more to their supply chain and ability to predict inventory than it is with the brick and mortar store or their staff. Although, I'm not particularly impressed with either of them. I appreciate the contemporary style of this furniture and the reasonable prices. Their selection is adequate, not great. For a store of their size and maturity, they seem to be completely incapable of predicting demand and managing their orders! I understand that they may not want to flood the market with a particular item. Fine, but then don't sell that item and make customers wait 3+ months to receive it only to be told "we're sorry but your item is out of stock." Or, you could wait over 3+ months for an item that is supposedly on backorder but then find it available for immediate shipping in their online store! We cancelled our original order that we purchased from the store and bought online instead. Why wouldn't they reserve available merchandise for the customers that have been waiting??? It makes no sense. My recommendation would be to never order anything that is on back stock here. Also, don't trust what the people in the store tell you when it comes to stock. We've been misled on a number of occasions. I truly don't believe that their staff is intentionally trying to lie to customers but it seems as though they are as much in the dark when it comes to order status and product availability as the rest of us! I'll continue to enjoy the furniture we have already purchased and received from West Elm but I'm not going to put up with ANOTHER headache from this company. I'll take my business elsewhere next time. read more

I've had great service at the West Elm at South Lake Union, since this is about the South Lake Union Store.. Weird that there's so many reviews about different stores. I've purchased everything from blankets to candle holders to vases here and the staff are always helpful.. The store looks beautiful when ever I go in. read more

They literally wouldn't sell me something in the store because they would make more if I bought online and paid for shipping. $500 coffee table. This "policy" that forbids sales at a store is one of the craziest things I've ever heard of. Don't bother even going in. read more

I received an offer from West Elm to join there study circle to receive a student discount. I received an e-mail with a promo code that said I could use it online or visit my local store with my student I.D. I was going to order online but decided to call my local store to see if the items I wanted were in stock. The phone rang and rang and rang. I had to call back several times. I got an associate and asked if the items I wanted were there and was told there was plenty, no need to hold them. I got off work an drove downtown to the store on Westlake Ave. The associate seemed to be more interested in talking to one another than helping anyone. I finally got ones attention and asked if they could direct me to the items I was looking for. I was told they didn't have two of them in stock but they would check on the others. They came back with the others and told me the item I wanted was old and that it wasn't carried anymore, that it must not have sold well. I was put off by the comment but knew that wasn't the case because it was online and not discounted. I proceeded to the register to pay and the items rang up for more than they were online. I asked why it was more expensive and then gave them my student I.D to apply the discount. The girl called over another associate and I was told I couldn't apply it to a sale item. I explained it allowed me to apply it only zinc the e-mail said it would apply in store. The associate asked me to prove it so I showed her the e-mail. Then I showed her the check out with the applied discount. She replied with she couldn't do it and that I should then order it online. I'm standing at the register in disbelief. I replied that I have been read more

I have shopped at West elm for years off and on. I love most of the styles and find inspiration walking through the different showroom layouts. I would love to use their free design services but since they are free it's back ordered by 2-3 weeks generally. I have ordered many pieces and have found items to be hit or miss for my needs. Helpful info & what I've found out: Most things on the showroom are not able to be taken home day of and take 6-8 weeks to ship without shipping and delivery fees to ship from a warehouse. I purchase online and pay the fees to get it sooner usually (unless something is so popular its back ordered). I can return anything within 30 days no matter where I purchased it to the store, with or without boxes. After 30 days is hit or miss depending on the situation. Non receipted is store credit only. The showroom does not have everything from online; they do have free fabric samples for most pieces; rug samples you can buy, then return within 30 days. There is not warranty on furniture outside of the 30 day return policy or manufacturer warranty (damaged goods). A lot of their pieces are hand made (loomed) so they cost $$$. The worst time to come shop seems to be Saturday 1-6. Weekdays especially 11-4 are pretty slow. Always check the sale sections for huge mark downs. The also have a flee market section- those are final sale. Sometimes they have extra 15% off sale items otherwise you can never stack discounts. The plants I've bought there never live long (vs the local nurseries). With only an item # I've been as to find no longer available online items, such as bedding, in stores all over that can be shipped. If you can't order something online like a piece of a couch sectional- it might be so back ordered they stopped letting people order pieces. It's not discontinued. When you sign up for they're credit card you get lots of free $ to spend there- rewards for $ you spend, as well as birthday gifts and coupons. read more

Never order anything from WE... worst customer experience. After 10 weeks of waiting for an upholstered bed (standard fabric, back-ordered but predicted to deliver in 6-8 weeks), they still can't give an estimated delivery time, as of today, because they have no idea where 1 of 3 boxes for the order is located. Over 10 weeks to get 3 boxes from Dallas to Seattle...? Calling in to customer service is a nightmare. Be prepared to be bounced, transferred, and disconnected. I cancelled my WE order and will never furniture shop there again. I had to crow bar a cancellation email from the umpteenth cust service rep I was passed to because they "don't do those" for when an order is cancelled and refund should be processed... Meanwhile, Room & Board was amazingly helpful and will have a similar bed delivered in 6 days. I should have started there 10 weeks ago... read more

Buying 4 custom upholstered chairs from west elm was one of the worst decisions I've ever made. It has to be the worst furniture buying experience I've ever had in 30 years of buying furniture. In my opinion you get a Better experience buying furniture at IKEA - at least you know when and in what condition your furniture is going to be delivered and assembled - by yourself. "By yourself" pretty much sums up the experience of buying furniture at west elm. The time from purchase to delivery of custom upholstered furniture was about normal. However from the point of delivery onward was a complete disgrace to the furniture industry. My issues with west elm: Furniture delivered filthy Deliverymen tracked mud throughout my house and didn't clean it up Deliveryman shrug shoulders when told that there are pieces missing Deliveryman left without so much as A thank you Upon immediate call to West Elm customer service - promises were made and immediately broken within two days- I'll call you on Monday with a status" never happened. Delivery cost is absolutely ridiculous Three months after my furniture was delivered and several calls to customer service my missing pieces finally showed up. I will never buy anything from this terrible company again. read more

Brian was amazing today. He helped my daughter, who just purchased her first home, put together the looks that she loved! He was amazingly helpful and had great product knowledge. An experience we were both kind of dreading became an experience that exceeded our expectations read more

I'm not even sure how to explain what happened, but basically, I spent $300 online at West Elm, $55 of the order being rewards dollars from my previous month's purchases. When a $20 pillow fell apart too quickly, I brought it back to the store. Official policy is that the first $55 of the return won't be refunded (even though I love and will keep well over the $55 rewards amount in the other times). The phone sales associate was pretty awful about not understanding how backwards this was, particularly in light of a quality issue on their product. Basically the policy was that I could give them the pillow or not, but I wouldn't get anything but a store credit *after the first $55* and this was a $20 pillow. That was the annoying part of the story and it would have been a 1 star had it ended there. BUT, I swear the entire rest of the team AT the store did everything they could until they could get me my money back. Special shout out to Raider (Rader?) who was on my side from the get go and was determined to help me out since their system didn't make sense and penalized the customer. Everyone was so kind and understanding in a situation where I could have felt like a diva. Great team work. read more

I can't say enough about this location, specifically Paul. Paul works at the the Seattle store and took a potentially horrendous situation and made it the most pleasurable customer service experience I've ever encountered from a larger brand like West Elm. Long story short, I ordered a West Elm sofa from the website and after a month of waiting for it to arrive, I finally received a call to schedule my delivery (score!). On the day before the scheduled delivery, I received a call that somehow the shipping company had lost said sofa (how, I do not know) and that I would have to wait two months for another sofa to be delivered. I was a little tired of camping out on the floor of my new apartment. I desperately asked if there was a way to expedite the new couch or get a floor model from the Seattle store, but the customer service rep told me I'd have to contact my local store to set that up since they online and in-store aren't connected. So, my mom and I set off to the Seattle store in search of a seating solution. Enter Paul. Paul handled the situation like a pro-he listened to my tale of woe and offered to have a floor model delivered three days later that I could then return once my couch arrived. Oddly enough the delivery company "found" the original couch and delivered at the exact same time that the substitute couch was delivered, but Paul took everything in stride, reimbursed us and was a complete GEM throughout the entire situation. He could have taken the "well, this was an online issue, so I can't handle it in-store situation" but he didn't and because of this great customer interaction, you can bet your bottom dollar that I'll be a returning West Elm customer...at least to the Seattle location. Thank you Paul! read more

DO NOT ORDER ANY FURNITURE IF YOU WANT IT IN THE ESTIMATED TIME. Seriously, so disappointed in this company. Still don't have 4 pieces I ordered a month ago- estimated delivery 1-3 week- some of the items they can't even guesstimate when they will be available to be shipped!!! What a bummer. read more

I went here for the first time today after passing it by and online window shopping many many times - what an awesome store!! We needed a couple throw rugs, and of course we ended up walking out with those plus new napkins, napkin rings, decorative wood things, and a mug! I loved it. I would have bought more if I could have. This store reminds me of a cheaper Crate and Barrel. I think Ikea is the ultimate cheap Crate and Barrel, so this is somewhere in between those. I fell in love with one of their couches with a tufted back - absolutely gorgeous design. Plus this store has really easy parking - enter into the parking garage on the back of the building and there are designated West Elm parking spots. They will even validate them for you in store. read more

As good as it gets! One of my new adictions is West Elm for their extensive collection of home furnishing and decor! Here you can find from a little candle to a complete bedroom, the store is well arranged and if you pay attention it kind of starts with simple stuff like decor items and as you wander around you find yourself in a more complex part of the store with big furniture and of course everything looks perfect that it makes you want to buy it. I've always find their service up to my expectations and that's one of the many reasons I keep coming back ! Overall a great experience every time I walk in read more

West Elm. Whats not to love? Stylish products, amazing atmosphere, I am never unimpressed with this location and it's availability. One thing I have noticed a lot about West Elm though, is some products that you would expect to be quite pricey are very cheap, and the ones that you would think would cost nothing, cost an arm and a leg. I haven't quite figured out why. I love that they send me email coupons all the time, they also have a great selection online of FREE SHIPPING products. Not bad! I hate paying for shipping and I love their products, so its a win-win! read more

I love love West Elm's products. Stylish, reasonably priced and tons of mid-century modern pieces. What more could a girl want? Better customer service, that's what! I went in to pick up a desk I had ordered and to purchase a new floor lamp. We were greeted by a girl who asked if we needed help. I told her what was up and right away I could tell something was really off. I told her I came in for this specific lamp and I wanted to see the floor model. She took me to it, and I told her the price it was listed for online ($183, normally $250) and she stared blankly at me and said, "No. That's not right." I insisted that it was and she stared at me some more like I had gone in and altered the price online myself. I was starting to get uncomfy and when she returned from doing the price check she just said, "Yeah, it's $183. I don't know why it says that." Um, sorry? It was awkward. Her service was a level of weird that was really off-putting...I had spent a lot of money at the store and I just felt like the wasn't giving me the level of service I should've been getting. I felt like I was annoying her with all of my questions and it puzzled me that she would just stare at me blankly when I asked perfectly reasonable questions, "Can I buy the floor model? How long does it take to arrive?" Basics!! I saw her being friendly to others..what did I do wrong? Sad times. read more

We waited so long to get the furniture we ordered online. It took them two months to deliver. What's worse, their sofa is missing hardwares to attach two sofa pieces together. Even worse, when they come to fix the sofa at a later appointment, they brought the wrong hardware and were unable to fix the problem. So disappointed!!! Also the console and bench we got have a strong unpleasant smell. read more

After waiting for 6 weeks to get a bed delivered, on the day of delivery the delivery service refused to make delivery on account of a long driveway, even though larger vehicles had successfully made that delivery before. West Elm uses a third party distributor, but West Elm and Williams/Sonoma have been useless in representing us as we try to ascertain what courses of action exist. In fact, they have been quite non-existent. If you have a place with a conventional driveway where delivery is a snap, I suppose this isn't a problem. But be advised that if anything happens West Elm's and Williams/Sonoma's response will be slow and non-caring. If you are looking upon them to furnish an unfurnished room (in my case, I've been sleeping on an air mattress for 6 weeks now), don't rely on them for competence and responsiveness. read more

We purchased some white lacquer nightstands a while back that smelled like strong chemicals a few months later. After calling the completely useless west elm national customer service number, called the store and Brian quickly and easily setup a non lacquer replacement. Lessons learned- don't buy from west elm online and avoid their lacquer furniture unless you enjoy the scent of formaldehyde read more

We are SO grateful for our experience at this West Elm. Brian Overcash, the Assistant Manager, is truly exceptional! After perusing countless high-end stores for "the perfect chair", we found what we thought would be "the one" here. And, on sale even! We were so excited, we bought two! Then, 15 minutes later, our rational minds kicked in and we realized we only had room for one. But Brian was unable to cancel the additional chair because it was on sale and recommended we call customer service. No dice. So, once both were delivered, he generously sent out a van to pick up the additional chair. And, Jane kindly followed up with a call to let me know we would be credited. That would be the end of our story except the remaining chair ended up being uncomfortable. Typically, a sale item is non-returnable. But, again, Brian's only (very reasonable) request was getting the chair back to the store. Not a problem. He then refunded the entire cost + shipping. Over and above! And, he was so sweet throughout this convoluted story. We plan to go back again when their new chairs arrive. Still searching for "the one"! read more

Are you looking for a place with endless waiting and no/HORRIBLE customer service? Welcome to West Elm!!! Ordered a bed 3 months ago, already pass the delivery window, no one helps me figure out where my bed is and it has been unable to be tracked for 2 weeks. I just hope I read all the reviews on yelp and Instagram before being a customer. btw I'm going to unfollow you - west elm on Instagram! :( read more

Ahhhh!!! Newest addiction!! To be fair, I already have the home improvement/ home decor bug. But had I not been supervised going into this store, let's just say my credit cards might have gotten maxed out... o.O And I probably would have no where to put it all. Small apartment fail :( But the store somehow mixes seaside cottage with totally modern in the way they place everything. It's inspiring and calming. They also offer a lot of organic products, and good sale prices if you're willing to wait. And totally friendly/helpful staff! Like I said, hooked. read more

I kind of feel like a celebrity every time I stop by West Elm...it's one of the pet-friendly stores in SLU and I always take my Yellow Lab with me when I go, and everyone always runs up to him like he's some kind of magnet, oohing and ahhing and telling me how well behaved he is, and can they please give him treats? Guys, he's a Lab, of course you can give him treats! That and attention are all he wants in life, and it's in my favor to keep him happy so that I can keep shopping. As far as the furniture and decorative objects at West Elm, they are pretty, colorful but not overly bright or loud, somewhat organically styled and often organically produced (organic cotton bed linens etc), and totally my design aesthetic. And usually within my price point! Well, as long as I don't buy everything that appeals to me, anyway... So let's recap: store that's super dog friendly (even if it is a big chain) and also chock full of pretty things to look at? Sounds like my kind of place! read more

Please, please, please offer better training to employees. Had an awful experience with a sales rep named Christine. I called in today (3/10) at 4:30 pm and spoke to Christine to check if the store carried rugs in stock. She was incredibly rude. She didn't even say goodbye and just hung up the phone. Even prior to the abrupt hang up, I felt rushed when asking about whether a rug was in stock. The entire interaction was curt, unfriendly and I did not feel welcome. Much less treated like a human. I called back explicitly to get her name because in addition to writing this review, I will be writing into corporate. Very disappointing experience, especially as my design business has purchased so much from West Elm in the past. Will no longer be a frequent visitor to this establishment due to Christine's rude, unprofessional behavior. read more

Since its a chain of stores, Westelm basically is same as everywhere else in terms of prices, selection and quality. This review is about the staff who are super helpful. They helped me select pieces, identify the right shipping options, easy to deal with for returns etc. They are happy to give me a call when things arrive in stock etc. Overall recommend this particular store location. read more

The merchandise at WE is trendy, cute, affordable and generally pretty well made. I was super excited when the SLU store opened, because I had loved getting the catalogue for years. The problem with this store is that their customer service is horrendous. They are so understaffed that you are pretty much on your own. Today, we went in to buy some pillows. A gal started to help us, then disappeared. We waited at the cash register to pay as one guy was doing a very long and complicated return for a customer. The most shocking part was that 2 employees each came up to the desk, looked at us waiting, checked the shift schedule and went on their break! I will stick with ordering online from WE... read more

Terrible customer service! I bought a buffet and less than 36 hours later it's $200 cheaper. Called customer service to get a price adjustment and they refused to honor the discount. I then attempted to refund the item and buy again at the cheaper price but was told I would forfeit the $200 delivery charge even though the item hasn't been delivered yet. Very disappointed with my experience so far. As a first time buyer from west elm this will probably be my last. read more