We purchased two media consoles for over $2,700, which arrived in early September. One of them was defective, with metal parts not properly welded. The installation team documented the issue and confirmed that a replacement console would be sent. Four months later, we are still waiting. Every time we call, we're given a different ETA and told that an "investigation" has been opened. On the next call, there is no record of any previous contact--no notes, no updates--and we're forced to explain the situation all over again. This cycle has repeated multiple times with no resolution. Based on this experience, I would never purchase from this store again or recommend it to anyone. If something goes wrong, you are essentially left on your own. That appears to be their business model, judging not only from my experience but from many similar customer reviews. To make matters worse, they refuse to send follow-up emails or written confirmations after customer service calls, claiming they "don't have access" to customer email addresses. This conveniently leaves customers with no written evidence, making it much harder to file a formal complaint with a consumer protection agency. Extremely disappointing experience from start to finish. read more

I spent over $10,000 on a bedroom set from West Elm and waited 4 months for delivery. When it finally arrived, the bed frame came with 6-inch legs instead of the 2-inch legs I had specifically ordered. This wasn't a cosmetic issue -- I have health problems that make it physically difficult and painful for me to get on and off a bed that high. I called the store five times over six weeks and sent multiple emails -- all of which were ignored. It wasn't until I threatened a credit card dispute that anyone at West Elm finally responded. Their solution? Either wait another four months for a full bed exchange or return the bed entirely for a refund. Neither option was acceptable -- not only because of the inconvenience after already waiting months, but because returning or replacing an entire bed frame over a small error like this is incredibly wasteful. I highly doubt they'd resell it, so it would likely end up in a landfill. All I ever asked for was the correct legs -- a simple fix that should've been resolved quickly and professionally. Instead, I received terrible customer service, no accountability, and zero concern for the impact on my health or the environment. I expected better from a brand that claims to be sustainable and design-conscious. I'll never shop here again. read more

DO NOT ORDER the Retro Tripod Coffee Table on-line, YOU'LL NEVER GET IT!!!!! I ordered this table twice and both times the same thing happened. After waiting for several weeks, I'd track the order and was told it is in the store (Granville St Vancouver location) ready for pick-up. I go to the store only to have staff tell me that they can't find it and have no idea what happened to it. The store manager apologizes, tells me he'll do everything he can to find it and will keep in contact with me. I call them every week because, you guessed it, nobody contacts me. Eventually I get through to someone by phone only to be told that the order was cancelled a week earlier and a refund was issued. I wasn't told about the refund, in fact after tracking this table again, it showed that the item was 'picked up'. So what happened to it? It was 'lost during shipping'. As for customer service, you'd think they would make an effort to make up for this crap by offering a discount on another product. Nope. These people are useless, incompetent IDIOTS!!!! read more

The shipping cost is outrageous! I found two tables I wanted to purchase, but when I went to check out, I was shocked to see nearly $400 in shipping fees. Most furniture stores offer free delivery, and while I don't mind paying a reasonable fee, $400 is just excessive. West Elm needs to do better. read more

I called West Elm to purchase a product. They have it in stock, but because they're doing inventory they're not able to release it. That is the most nonsensical thing I've ever heard. Talk about terrible customer service read more

We like the table we ordered however it arrived later than indicated, and not only did we have to pay for shipping but the only option was white glove service to our area, so we had to pay a ridiculous amount to have a company put together the 4 pieces of our coffee table that we could have easily done ourselves. We will not order from this company again, we have ordered several items from Article which has the same price point but slightly better quality products and free shipping. read more

Great customer service from Andrew and Cat at the Liberty village location. Very professional and pleasant, With gratitude, Rosemarie Taylor read more

I'm living a nightmare with West Elm since placing an order on July 29th. It's been two months, and the item still hasn't arrived. I've called customer service numerous times, only to be met with complete indifference and unprofessionalism--they're unprepared, uninterested, and treating me terribly. My order number is 342116069507, and the Purolator tracking code is WRZ000010265. There have been no updates since the order was created. I was relying on this item to arrive in time to host family and friends, but thanks to West Elm, I had to change my plans. After this experience, I will never shop with you again. Given the excessive delay, I'm now concerned that the wood tone of the item will not match the other pieces I bought, which arrived on time. I'm extremely frustrated and cannot recommend shopping online with West Elm. There are far better competitors in the market. Save yourself the hassle--do not shop at West Elm! read more

I would like to sum up the terrible events and service that has been done to me. I paid for a new table and delivery and it was damaged on arrival. I requested originally for a new replacement table and then decided later on I wanted a different table instead but the inconsistent instructions on how to get that new table with my refund and return has been a horrible experience. Order of events: 19:17 November 25 - Spoke with Agent for 53 minutes, issue not resolved as the agent had the agent hung up and did not have a callback or any email to confirm even though I gave my order number. 9:26 November 26 - Called again, 19 minutes, agent advised and confirmed the Purolator label would be shipped/take a few days to issue, they will pick it up. 16:38 November 26 - I called to ask about getting a different more expensive table instead but was advised that the table has to be returned first. Once the table is returned, I was advised to call before the new replacement table was shipped out in order to get the refund instead. 12:15 December 2 - the damaged table was picked up by Purolator 10:45 December 3 - 51 minutes on the phone I was advised the table was already shipped out for "December 3" and I was shocked because I was shocked at how quick and early that was. Then I was told it would be arriving Dec 6. That it is now too late to receive a refund since the table is already being shipped. I was waiting for over 30 minutes only to be told that I cannot get a new Purolator label for pick up since it is not over 50 lbs, but they were only able to pick up the original table since it was damaged. I do not drive. I was misinformed by your agents. As a result, I am now expected to have to physically bring a table back when its been notated that: 1. I do not drive 2. I wanted a new table (more expensive one mind you) and this apparently not notated by your agent that I wanted a new table instead but your company decided to send the new replacement table anyway without notice/consulting my file. 3. Time was wasted when we could've saved each other times if I was given the proper information and instructions first, yet the inconsistencies of this experience has been appalling to say the least. You have tainted this been a horrible experience and this must be made known because of your lack of support and inconsistent knowledge from your agents and policies. I will be sure and make known that this company, has failed products and customer service. read more

West Elm - Furniture Stores Near Me - Toronto, Ontario

Zero stars - they delivered a damaged product and have not given me a refund 3 weeks after I requested it, and a full month after they tried to deliver a damaged product that was taken back by the DHL delivery team. Horrible "customer service". After waiting 3 months for the bed that arrived damaged, their options were to wait for another 3 months for another one to be made, with no assurance that this would not happened again, and no information on how common it is to have products damaged during delivery. We decided to get a full refund, but 3 weeks later and we have not received our money back. Customer service claims that they can't return our money until the item is checked into the warehouse. We did not accept delivery on the item so I don't know why it's my problem to wait until they have checked the item into their warehouse. It's been a month since they tried to deliver the damaged bed. Shady company holding my money, and horrendous customer service. read more

It's a great store by design. I wouldn't buy anything here unless it was at least 25% off. And if you're new to this store, you just have to be patient and wait- whatever you want, I WILL go on sale within 4 months of you stalking it. My mediocre review is for their customer service. Particularly, for in-store pickup of larger furniture items, they always emphasize that you should call 30 mins in advance of you arriving to pick up. I did just that but they never pick up the phone, so I called 5 times before I got through. They asked me what item I had ordered but didn't ask for my name or pickup slip number, or any identifying nature. I kind of already knew they weren't going to get it ready for me upon arrival. When I got there, of course they had not picked out the item from their giant warehouse. It's not like I was in a hurry to go anywhere, but it was aggravating to me that they made it seem like it was so instrumental that I call in advance of showing up, when in reality it doesn't matter. I'm here now to tell you that it's all BS and you can just show up. You won't save yourself any time at all. read more

Dont buy! Terrible service. And there is noone to contact when you have an issue - no email address!

Ordered a sofa and two recliner chairs in January with a delivery date of June (because of the chairs, not sofa). Then told chairs not ready until August. I called West Elm customer service to see if the sofa could be delivered early since it was ready and was told, very rudely, that I had to deal with the store directly and the woman hung up on me. Poor customer service considering I was asking a very simple question and would have offered to pick up the sofa myself, had I been given the chance. read more

We ordered the 66" Mid-Century Show Wood sofa. With tax, delivery and set-up it cost ~ $3500.00 CA. The wood frame is fine but the quality of the foam in the cushions is terrible. Soft and no support. We have already added additional chipped foam to the back cushions and we are going to replace the seat cushions with a firmer foam. Fortunately my wife has experience in this area. For the considerable price of this sofa we are extremely disappointed in the quality. read more

I came here to warn others about the poor quality of furniture, continued failure to deliver the product in over four months, and charging many times without the product being delivered, but I see others have beat me to it! I also found a well-written article describing West-Elm's issues from 2018. The article does a way better job at describing the experience than any of us on here, but I'll give you my experience. Apparently nothing has changed since that article was published. So far, I have experienced: Being charged several times for a marble dining room table that I don't have. Waiting for a table for over four months now. At the three month mark, they arranged delivery of a table to my loft. I was thrilled and stayed home to receive. They sent a table literally split in half and glued together! I was worried that it would actually crack on the spot because the crack was one end to the other, and front to back, and glue isn't meant to hold stone together. Back to the warehouse it went. I am still waiting for a table and communication from customer service. Calling customer service is futile, because they don't know when the table is coming, or where it is. Every month or so I'm charged for a table on my Visa, and have to call customer service to reverse the charge. Asking for a manager to follow the order to completion is useless also. They won't call back as promised, and no-one answers emails. It's an aggravating loop without fulfilment and lots of credit card charges to keep on top of. Thankfully I'm quite relaxed/zen in general, but I thought I'd do the responsible thing and warn others. I would feel unkind letting others fall into this trap/loop without warning:) read more

Horrible experience with an order of a dinning room set. They promised to ship within a few days only to find out it would be a month. Secondly, they sent me an email that there was a problem with my payment. So I called it was fixed and was told one system wasn't taking to another system, really, it's not 2005?!? Then a week later I received another email telling me that the order was cancelled for non-payment. When I called to see what happened they had no explanation, no apology. All I got was "do you want to reorder?" And now it's a two month wait!!! So I canceled the entire order, which they didn't make that easy either. Literally the worst customer service experience of my life. Take my advise and look somewhere else. read more

Awful customer service, they don't care about their shipping dates. If you buy something expect it in 5 months

A few months ago, I swear I would have been categorized (against my will, don't put me in a box, man) as a hipster. I've had a few major milestones lately, but it appears that furnishing my new home is the thing that finally toppled me into yuppie-hood. So why fight it? Off to West Elm I trotted. I was looking for shelves, but they didn't have anything that was online, so mostly we just looked at bar carts and desks and other things we didn't need (ugh, because we already recently purchased. I know, I know). Then we found the As Is section, and there it was. A crazy beautiful 50% off coffee table. This price was cheaper than the antiques we'd been eyeing, and there appeared to be nothing wrong with it. We looked at it from every angle, and finally I asked a nearby sales associate "What gives. What's wrong with this piece?" He pointed out a scratch. Granted, I now see the scratch because I know of it, but contacts in in bright daylight, we hadn't noticed the darn thing. Good enough for us! And kudos to their staff for being so honest and helpful, great folks at this location. We walked out of there with our coffee table happily, and threw in some coasters and candles because, well, we're yuppies? read more

West Elm - Furniture Stores Near Me - Toronto, Ontario

Unfortunately this store suffers some terrible management and even worst customer service. Service; Asked to find someone to help me on the floor at the cashier and was told there's only one person who can help and he's on the phone. I was asked to stand around waiting for him to finish what was certainly a long phone call; waited for a good 15 minutes. Thats mismanagement at its best. You keep a customer waiting for that long you lose the customer. Random pricing: Walked in looking for 2 nightstands, found one in the flea section. The reduced price was 390. Went to find it retail turns out it's on sale for even cheaper than the damaged one 349. After acting a little oblivious about the whole thing- the cashier arbitrarily reduce the price to 319. Needless to say I didn't buy anything. read more

This could be the worst customer experience I've ever had. Ordered online, delivery delayed 5 weeks and no notification. Send email to enquire about delay get response and am told they will get back to me, doesn't happen, crickets. Suddenly receive email that there's a delivery date, chose one that is the easiest as most are not great schedule wise and are a week or more out. On delivery date wait for 3 hours during our 'delivery window' and nothing. Call next day first of about 5 calls with repeated promises to get a 'call back' and again crickets. Next offered dates are next week and don't work,now week 9. Also being charged $275 for this delivery. Pick up in store or find somewhere else, hint just go somewhere else. read more

I really like visiting this location, and I must say that the staff have always been very friendly and helpful to me. I've never had to actively search someone out for help, and the times I did have to wait a bit was because the staff were actually busy. It's faster to order online, than to buy stuff in-store for whatever reason. That said, I haven't had any issues with shipping when ordering from either location. My issues are with the lack of communication between this store and the head-office. I waited over 3 weeks for a refund that I was told would take 3-5 days. When I called the store for an update they said "ah, it can take about two weeks". Two weeks came and went and I called again, and then told me to call the main West Elm number. When I did, the person on the phone was really spaced-out, but managed to actually further the refund process. When I called again, the person (delightful woman) told me that the refund was only started the other day. I've got it now, but essentially the LV apparently did not properly sent the refund request to head office, so for three weeks nothing was happening. It's super annoying because I like money and I want my money back in my account. Other than that, I noticed their windowsill near the dinnerware section had a bunch of maggots or something on it - I think from the plants they keep around the store. I was too grossed-out to go back and check if they were there again...the plus is that they weren't on the furniture, so that's cool. ETA: this is more of a note on like, international West Elm I guess...but how ridiculous is it that I ordered two chairs, same order, one payment - one chair arrived two days ago and I'm still waiting for the second. read more

Terrible experience with West Elm curtains and curtain rods purchased online. I bought several packages of Sheer Crosshatch Curtains (set of two), 84" length, for a total of 16 curtain panels. Opened them up to discover there were actually three lenghts: 83", 84" and 85". Two panels were missing the pole pocket tabs. I returned several packages which were replaced with new packages and.... surprise! Several different lengths again. I guess the 84" lenght advertised is just a suggestion. It was easier for me to hem them myself than bother with the hassle of returning and repeating again. Obvi, do not recommend. Two of the curtain rods (Oversized Adjustable Metal Rod, in Antique Bronze) have large dents. I turned toward the ceiling so not really visible. Certainly expected better quality for the $200+ price per rod. read more

Company doesn't care about safety of their customers or the quality of their products. Less than 2 years old concrete dining table has crack in the middle. It's dipping and likely going to break in two. Cracks grew under the table where the west elm crew didn't screw in the legs properly. I didn't see them until they reached the surface. I have reported issue since early November but I'm just getting the run around. 10 weeks now and still just saying that we're looking into it. Like I said they don't care if my kids get hurt by that table and don't take responsibility for their products. read more

Terrible Customer Service, even for a Dollar store!!! Ordered furniture in November 2020 expecting to have everything but a couple of decorative items delivered by Jan 1. Dec 1 I received an email saying there was a problem with my payment and if I didn't call them the order would be cancelled. If only I hadn't called in ... I called several times and finally got through to someone. They said that's a standard email. there was no problem and they just want to have the customer call to confirm payment. I said they should just say that instead of saying they were cancelling. They put through the order and said everything was fine. On December 7 I get another email saying the order was cancelled so I call again. Pro tip - if you want to get through without a massively long wait, call between 8 & 9 AM. Raven didn't know why the order was cancelled as she could see that I called to authorize payment. She reordered and gave me a 10% discount. The order came and I didn't think anything more of it. Today I opened my credit card statement and received a lovely (not) surprise. Not only was I charged for the item on Dec 8, I also had the pleasure of being charged on Dec 23 at the original, non discounted price for the order they apparently cancelled. When I called, Aliyah was precious little help. There was no manager or supervisor available, she will leave a message and I can expect a response in 3-5 days!! And that was just to start the process, not resolve it. They sure had no problem double charging me. She did confirm that the last item was going to be delivered January 25 and that it was in fact "white glove", except I see someone else said they aren't doing white glove due to COVID. We shall see - I paid $329 for "white glove" for 1 piece of furniture (wasn't given a choice) but I may be back on the phone trying to get that money back. I have now spoken to my credit card company to dispute the charge because I am not holding my breath that I will get a response anytime soon. read more

I love the brand but absolutely HATE their customer service. I returned a night stand on August 10 and still did not receive the gift card they were supposed to issue with the refund; They sent it to the wrong address 10 days ago and were still not able to issue me a new one. I returned the item 19 days ago. 19!!!! every time I call there's no "supervisor on the floor" to authorize the issuing of a e-gift card. How do you operate a call center with "no supervisors on the floor" like ever???? After 6 calls I finally got through to them today and the reply is that I have to wait until Thursday. And who knows if the problem will be solved! In the last few years I spent thousands of dollars at West Elm and Pottery Barn, and now because of $229 I'm never going to go back to any of their stores and am going to do my best to prevent anyone I know from doing so. read more

Here's a bet you can win with your friends - call them and no one will pick up. Call them, be put on hold and then get hung up. West Elm has some nice looking products with decent quality. They have great sales (price wise) from time to time. BUTTTT the service is horrid. Like absolutely horrid. These sales staff are pretentious (who does their hiring?!?!), too busy talking to other sales staff and really don't care about selling. I even went so far as to calling their head office in Brooklyn NY and even the receptionist admits there's an issue with the store service. The receptionist even went to call one of the stores up to connect for me. Guess what? She got hung up on. West Elm service is a joke, no one cares and unfortunately their numbers will suffer because of this. read more

After nothing but frustration with this store, I've decided that my most recent purchase will be my last. I can't support this store anymore. I love the style of decor that they carry. But they are just plain impossible to deal with. Items routinely go on sale after they vow that "it will never go on sale".... and even if it goes on sale just days after you've purchased it, they make price adjustments impossible. Want to buy some of the lights that you saw in their catalogue or on their website? Too bad, they don't carry them in Canada. Buying an upholstered headboard that comes in various different fabrics? Nope, in Canada, only one fabric is offered. Cute little wall hooks? Nope, only available in the U.S. Ryder rocking chair? Lots left in the U.S., but can't bring them to Canada. Want to buy something from the U.S. website? Sure, but don't count on using Canadian gift cards, and you most certainly can't return the item to the Toronto store if you receive it and don't love it. And if an item is too big, they just won't ship it at all. WHY? I find this place so frustrating. Their in-store stock is just a fraction of what is available from their website. If you are going to carry different items in Canada, then PLEASE create a Canadian website. It's a tease forcing us to your U.S. website, and then telling us we can't have anything. Brutal, brutal, brutal. Oh, and we just bought a Christmas tree skirt and immediately after found out that the gift recipient already had one. Can we return it, just hours later? Nope, final sale. No rule bending at this store. No customer service. Thanks West Elm, I'm done with you. read more

Just an update.... after suffering a 3 months inattentive response from West elm, I finally got the table exchanged about one and a half months ago with no extra delivery cost. The table is all fine with no more popping noises and wood cracking this time. Thank god! My very bad shopping experience would not have happended if West elm has a better customer or after-sale service. Honestly, their services are sucks and unprofessional. Another furniture store, Casalife, located in Liberty Village as well, is way better in terms of furniture style, quality, customer service and after-sale service! Highly recommending Casalife!! read more

The merchandise is quite nice at WestElm (even at some of the outrageous prices they charge). That is where the good ends in this review. The customer service and staff in this place (Atlantic Avenue Toronto location) are absolutely terrible. If you can actually get someone to "help" you, they either just finger point you in a general direction, or they make you feel that you are really bothering them. God forbid you need help from a sales associate in this place, let alone if you actually pre-ordered something and have to pick it up. I have made purchases here for clients in the past, paid for everything, confirmations received, only to arrive to pick up the items to be told that they were out of stock and I would have to come back another time. When I asked why it was confirmed when it was not in stock, and why I was given a pick up date, I received no apology, instead I was met with attitude. Unacceptable. I HONESTLY DO NOT KOW HOW HEAD OFFICE HAS NOT PUT THE HAMMER DOWN ON THIS FLAGSHIP LOCATION. All the managers should be fired if they cannot train their staff properly. Get your crap together people! read more

I HATE that West Elm will not honour their online prices and sales in their only Canadian store - worse still is that they will not ship to Toronto because of said store. This is a bad customer service policy that only shows disdain for West Elm's Canadian customers... not cool. read more

Useless, dimwit sales staff (on top of it WAYYYYYY overstaffed). Called store if they had 4 products that were on the US website, they said we have half of them, so I figure why not get the half then order the rest online. By the time I get to the store they say "sorry we sold out of them... you should have called before you came in" and I said "yes... I should have" and walked away and the sales woman just looked at me like I was inconveniencing her. So I order all 4 products on the website, and the products are more expensive to buy from the US than what they would be to buy from the Canadian store which is just fucked up. And to add insult to injury, they charge you instate sales tax to have it shipped to a different state (which I don't even think is legal). TERRIBLE COMPANY ALL AROUND read more

I have given up on this store. I have gone in at least three times ready to make a purchase and every time I walk in the store manages to find a way to reject my business. The sales associates are genuinely helpful but the managers seem to be there only to tell you how the store can't give you what you want, and do not suggest any solutions to help meet your needs. I am frankly surprised how this store is still in business in Toronto if they turn away paying customers as frequently as they reject me. I've heard it all: can't sell you this one in particular (when identical items in other colours exist), half of this is missing, we have no stock, this item isn't available, can't give you a date, sometime in the next few months... The excuses are quite abundant, and have gotten to an unprofessional level as they're not even consistent; sometimes they'll readily sell you floor models (since stocking seems to be their major issue), others they'll turn you away even tho they have two units of the same item on the floor. The store has interestingly designed objects and seem pretty interesting- just don't go in with high hopes and be ready to leave empty handed. read more

So sorry to have to give them a thumbs down. They charge too much for delivery. Falsely advertise their prices and after shopping on-line tell you the item is only available in California. Try Way Fair instead. The quality is not great but they are honest in what they tell you. read more

I'm so glad I came here to read the reviews about the terrible customer experience at the liberty village store, I don't feel so alone now since neglecting customers and being rude to them seems to be an ongoing theme. or is it like one of those diners where staff are mean and insult you and it's part of a whole gag? I'm not entirely sure. It's a shame because I want to purchase their products but they make it so hard. I mean we're not Hermes here, how exclusive do you think you are? At least CB2 lets me buy things that are not in stock to come pick it up later. Anyway, their store is super cute, too bad I can't buy anything and the customer service is garbage. read more

Do not waste your money on the flax linen sheets. Mine tore after 2+ yrs of use not worth the $300+. The after care customer service is garbage. They discontinued the product for a reason and won't replace them with the new line. read more

West Elm sells hip and stylish furniture and home decor items at a moderate price, the showroom is big, and the sales associates are always helpful. The quality of the furniture is excellent and is crafted with detail. However, the Toronto store doesn't carry a lot of the items that you see on the website. They can't order items from the website and have them shipped to the store either so you're limited to whatever is available in the showroom. The website limits what it can ship to Canada as well. The two times I've been here to purchase furniture, I've had to compromise on what I wanted because the pieces I liked online weren't available in Canada. The ones that I did like and purchased had limited stock (i.e. one left). If you bring it home and there's something wrong with it, then you have to wait another 3-4 weeks for a new batch to be shipped in and that's if they're even getting a new shipment in. I hope that West Elm opens a warehouse in Toronto in the near future. I love buying from here, but it's frustrating to come in and find out that the items you want aren't either available in Canada or in stock locally. read more

Personally, I'm surprised that anyone is comparing this place to Ikea. Wtf? I went today for the first time and was expecting cheap Ikea shit with higher prices (based on other reviews). Needless to say, I was pleasantly surprised. Very cool furniture and home decor knick knacks. Definitely more upscale quality-wise than Ikea, but still very budget friendly. I had gift certificates to redeem and a managed to snag the following for $170.00 : salad bowls, cereal bowls, a kitshy salt & pepper shaker set, some serving bowls, 1 very large picture frame, 2 smaller ones, 2 side cushions for my couch and a couple other small decor items. The only thing that didn't impress me was their staff - they had a LOT of staff at hand, but 8-10 people seemed to be pissing around behind the cash and none were actually placed throughout the shop. We spent a good ten minutes rooting around boxes looking for a particular picture frame without being offered any assistance from staff, despite the store being very non-busy. I'll be back to buy more stuff for shizzzzzzzzzzle! read more

I seem to be the only one who doesn't enjoy West Elm. I find their prices are high for the quality and a lot of their furniture looks the same (both within the store and compared to other stores). I've also found their sales people to be quite distracted and found it quite difficult to get assistance when I had questions about a bedroom set. The first someone came over to me, said he'd be right back with (what I assumed) was more information but got hung up with someone else on his way back. The second someone came over, said she'd get someone else to come back and help me and after 10 minutes of waiting, I walked out. I've since seen something similar at Structube so I think I'll buy from there. read more

Hi there, I recently had an awful experience with West Elm customer service. I purchased a rug online that was "on sale". Less than a week later, it was reduced an additional %20. They were unwilling to price adjust or do anything about it. The rug never even got to my house by the time it was reduced and they still did nothing about it. The customer service lady told me to return and ship back the 8 x 10 rug and just buy is again at the lower price instead of just helping. FElt very cheated and will never shop there again read more

This place is huge and I didn't realize how big it was till I walked in. I had previewed what they carried online and knew exactly what I wanted as I was planning a quick cash and carry dash but after seeing the setup ended up spending more time here. There are only two store of this chain based out of US in Canada (checking out their website made me realize their parent company own pottery barn and Williams and Sonoma) The feel is more open and seems to be targeted towards eco frendly stuff (whatever that means after you start counting the carbon foot print!) Some interesting items that would entice you make spur of the moment purchase. The service kind of surprised me initially as I couldn't find any associates in the area I was making my purchase at. I mean they are selling somewhat luxury items here and thus being pampered is part and parcel of the experience. Things did improve when I was at the cashier as I wanted to check the item I bought before taking it home. There was a mix up of sort and the cashier left the spot and assisted me by walking all the way to the area where my item was located and spent quite a bit of time getting me the item I wanted. She was knowledgeable of the stuff they were selling and helped me quite a bit. There was a steady flow customer and they seemed to have hit the sweet spot for the eco conscience and well heeled. There are quite a few interesting items here folks and if you are looking for an alternate to your regular lifestyle store I think this one is worth a look. 3.5 Stars. read more