West Elm is a fun store. There are a lot or cool bits to accent your home. I also was rather fond of the service. It was quick, friendly, and knowledgeable. What put me off was the cost to manufacturing ratio. There was a set of 4 wooden coaster for $50CDN. In the clearance section a throw pillow cover was $49CDN! I do need to add I expected much more locally made or Fair Trade products. For a Seattle based company I was applauded that most fabrics were made in India. We all know what the working conditions in India are. Well the products were pretty and the staff was nice but the price and manufacturing turned me off. read more

Another US chain store has made its way past the border...I couldn't be happier! West Elm is like the child of Ikea and Pier 1 -- it has some Pier 1 classic design with sparks of Ikea modernity at Ikea-esque prices. They carry furniture from coffee tables to bed frames, wall decor, mirrors, candles and other trinkets, tapestries like curtains and drapes, blankets, duvets, and sheet sets....basically everything you could possibly want to make your house a beautiful, wonderful home. Everything in this store gives me the feeling of being in a warm, cozy, modern cottage. And the store interior is so beautiful that it is almost impossible to walk out of there without buying something (unless you're coming from the Liberty Village gym and have a huge gym bag to carry -- that's the only thing that stopped me). Staff are friendly and helpful and the store is open until 7 on Sundays (later than most). Careful if you're shopping on their website - a lot of the merchandise isn't available in Canada yet and they won't ship it to the store for you so it's up to you to pay the shipping. read more

Ordered a rug online from West Elm Canada November 20, 2017. Eight days later after no confirmations emails I received a notification of a shipping label from Purolator. I haven't received any updates since this date. I called Purolator and they state they have not received the item from West Elm. I am unable to contact them through email or by phone. I have made several inquiries and have not received any information. my Credit Card has been charged with no other information. All phone called are a long wait and then get disconnected or go straight to a voicemail service. I would recommend trying another company if you are making a purchase read more

West Elm has a nice selection of transitional contemporary furniture and accessories. It's nice to have a new place to go to alongside the other chain type of furniture stores like Ikea, Crate & Barrel, Urban Barn, etc. What I really liked about WE is the service. Upon walking in, we were greeted warmly by Jake. He asked us what we were looking and I told him the items on our long list. He was helpful without being intrusive. He popped up when we needed him and disappeared when we needed to discuss. He gave us info sheets on items we were seriously considering. He really took his time talking to us and asking about layouts and usage. And not once did we feel pressured to buy or make a decision. Best of all, he deduced that we were first time homebuyers and told us about a program WE has for us - 10-15% off if we buy multiple items. Jake was THE awesome. We didn't buy anything from WE during this visit. But in two months, it's almost a guarantee that we will. All thanks to Jake. read more

I cannot believe that I live so close to this place and yet today was the first day I stopped in. It oozes with great finds for your home. Stepping into West Elm, I can see myself checking off so many people on my Christmas shopping list in one stop. Whether its unique yet function able measuring set for my sister or a tea towel with a beautiful design on it for my aunt.. perhaps a set of blocks for my nephew or a Christmas tree decoration for the inlaws. There is honestly something for everyone here. I love that it not only has unique items, it carries the basics. Beautiful throws in multiple colours and your basic white dish set. One thing I always associated with West Elm was $$$. But I found the prices to be quite reasonable for the quality you get with them. I will definitely be hitting up this store more as the holiday season creeps up on us. read more

I came back here a few times after a little while after my previous bad experience. The store thankfully has all-new staff, as promised by the head office, and the service was much better. They were much friendlier, willing to help, more intelligent and attitude-free. I haven't done any complicated purchases, returns or exchanges, or have pricing issues so I don't know how they could handle such tasks in a professional way which was an issue previously. I only go here for their sales items as their items are expensive at regular price considering the quality could be a tad better, but it's still not bad and an upgrade from IKEA. Many of their furniture and light fixtures are not stocked in-store so you end up waiting for the item to come in after having it ordered through the store, this is true with all of their stores and a major fault and annoyance of their company. They also sell all kinds of items that are not West Elm branded, and while those items are interesting, well curated and make nice gifts, you could find the same products in other stores for much less so it's best to make a note or photo of them and search online or wait until they end up on their clearance section. Be sure that all your items has price tags on it or else you will need to run back to where you got it from to find it for the cashier as they have no way to look it up there. Parking and traffic could be a bit of a pain as it is in Liberty Village, but luckily there is 20-minute parking along the street and at a lot a few doors down if you are just there to do a quick browse. read more

I purchased a duvet cover from this location of West Elm close to two years ago. All the strings to tie the duvet cover closed (to keep the duvet inside intact) have now fallen off, rendering the duvet cover effectively useless. I emailed the store manager at Liberty Village and was told that this was part of the "normal wear and tear" and that nothing could be done. I wasn't expecting a brand new replacement but would have appreciated a repair (or even a discount on a repair) or a discount on a new item (not that I plan on shopping here again). It seems very much beyond normal wear and tear from all of the strings to fall off in two years ... I can't believe something that was $375 is now completely useless. It's too bad because I am going to be in the market for a lot of furniture in the not too far off future and will take my business elsewhere. read more

Some of their furniture pieces are pricey. If you are willing to shop around, I'm sure you can find similar and more affordable prices elsewhere. What I love at West Elm are those beautifully designed, super soft and good quality organic cotton beddings. I bought several pieces when they were on sale. The last piece I purchased was an organic cotton summer blanket. I love that I can just throw it in a washer and dryer, easy care (very important to me). I also appreciate that West Elm is "committed to using non-toxic dyes that are better for the planet and responsibly-harvested woods that support healthy ecosystems." read more

Ordered something off their online website. Everything went smoothly at first, no issues. Was surprised at their hefty delivery fee ($300+ for a small piece of furniture and I live in a huge city). Got cold feet the next day, emailed them to cancel the order. Heard nothing. A few weeks went by, got a notification email that the item had shipped (at this point I'm resigned, I might as well get the item). It is now 3 days past their estimated delivery date and I still have not heard anything from them. Am more than frustrated with this company. Avoid at all cost read more

Love this place! Great for beautiful, and stylish pillows for you couch in all different sizes. Also awesome for picture frames in larger sizes for 8 x10 photos or even bigger. The frames come in white, brown, and black, and start at $29.99. They have some really cool furniture, and other stuff for the home in there and it is laid out in a manner that makes you want to peruse the store. I don't like their selection of drinking glasses however. I prefer Crate and Barrel's sturdy and stylish glasses. read more

I'm a huge fan of West Elm. The design of their products is modern and stylish, but the cost is very affordable. Most products have to be assembled at home, similar to an Ikea, but the quality is superior to Ikea. Tip: definitely drop in regularly as they have amazing sales. read more

I do like this store. Great furniture, great bedding and accessories, and great service. I especially love their seasonal decor options, like xmas plates, knick nacks, ornaments and pillows. Some stuff here is a bit dear, but lots of it is affordable, and better quality than Ikea. They offer flexible delivery options (for a price), but will also arrange for a pick up and help load your stuff into a van cab. I got a kick ass lamp here last year, and I get a ton of compliments on it. I also like that I can bring my dog here, and they don't get mad or give me the stink eye. read more

West Elm is the Gap of mid-priced US furniture store. Think a cheaper Crate & Barrel, but with a younger feel. Their stuff is nice, very trendy and pretty good quality. I always find something that I want, and have purchased a ton of gifts for friends here. Good for condo owners (lots of compact furniture) and people looking for of the moment home decor. I do find it a bit too trendy for my taste. read more

The story is really "hip" and the floor staff are kinda iffy. They disappear, don't seem too interested in you if you look a certain way etc. But overall the manager (?) of the store is awesome. We ordered a table that was on sale + we got a discount because I am a university student (bring your university card). So from $900 it went down a bit. Then we had the table delivered. Delivery was fast and the drivers/movers weren't rude or rushed (thank you!). But on assembling our table I noticed a few aesthetic problems. I called the store and they asked me to send in pictures of the damage. I did and received a response very promptly about how I could send the table back and get a new one. That was too much of a hassle and the imperfections were pretty minor, but a hassle considering the cash we dropped to get it, so I asked for a discount. Assuming we'd get a small percentage back, I was surprised at what the manager (?) quoted he'd return to us. It was a big amount. It was credited to our account very fast on giving him our info weeks later (we procrastinated a lot). Thank you West Elm, we'll definitely look at your store first on all our future furniture purchases. read more

Ok, so we're suckers and went back the next week for the same curtain panels. Again, the cash register staff was going to charge us $69.99 (when the week before the discounted price was $39.99). Knowing the trick I learned I told him to check the online price, he did a double take, and said the panels are now actually $29.99. Moral of the story, know what you're getting and what you're supposed to pay, otherwise you'll get ripped off. Bee-lined my @$$ out with the panels, yippee! read more

I love this store - just wish it wasn't this crowded all the time. West Elm has been a favorite since my New York days and I am glad it's found a home in Toronto. It caters to young urban crowd and has some great pieces made from recycled wood. They source the bedding linens from across the world and like Tara mentioned in her review - there really is something for everyone on your list. And the best part is the price - they are quite reasonable. read more

Honestly one of the worst online experiences possible... the website is barely functional. Most of the products are deeply over priced vs their quality. Would recommend other surrounding furniture stores on the west side of the city. Here you're getting Structube quality with Restoration Hardware prices. read more

This review is about the West Elm Canada online store, which has been completely dysfunctional in my experience. On December 8, 2017, I ordered a chandelier for my wife for Christmas. My order was placed before the deadline so that delivery was guaranteed before Christmas. On December 18, I received a rug (that I had not ordered) instead of the chandelier that I had ordered. I called West Elm customer service at 6:00 p.m. on December 18 to report the issue. My calls were dropped three times after waiting on hold for a combined 3.5 hours. This was due to an issue with their phone system. I sent an email to customer service while I waited on hold, and that email has still never been answered. At 9:30 p.m., I got through to an agent who told me that my only option was to return the rug and that they could not send me the chandelier until they received the rug that they had sent me in error. I was also told that when the rug was received, their system would automatically be prompted to send me my actual order and to refund my shipping costs and apply a discount to my original credit card purchase. I returned the rug and West Elm received it on December 22, according to Canada Post's tracking system. I received no confirmation from West Elm that it was received and no indication that my chandelier had been sent or that any sort of refund/compensation was being provided (as agreed to on the phone on December 18). I called customer service again and was informed that their systems are not working properly and that the "automatic prompt" function was broken. Had I not called, I would have never received a refund or the item I originally ordered. In short, the Christmas gift I ordered has still not been sent to me. The money I paid has still not been refunded. I have spent 5 hours dealing with West Elm Canada's customer service, and there is still no guarantee that I will receive the item I purchased because stock is now low. I would not use West Elm Canada's online site until they have corrected the significant issues on their end. The agents I spoke to told me that they are aware of many similar issues and that they are trying to address them, but this has clearly not happened yet. read more

Urban and hip, West Elm is a store I can't help but feel happy walking into -- the colors and styles inspire a combination of energy and harmony. This review, however, is simply about this particular West Elm store. I live in the USA and have ordered a number of things from their online store and had no issues with it -- deliver and quality were both fabulous. This West Elm is a big store and laid out without much order, except that the living room stuff is in the front, the kitchen and lighting in the middle, and the bedroom in the back. The place is simply buzzing on the weekends and, while the displays are quite clear and self-explanatory, the sales people are rather unorganized. It took a little while to track down one of them to buy the lights and tables we wanted, and once he confirmed that they were in stock in the store, he ran off. Uh, ok. So then we had to find another salesperson to place the actual order. Weird. Overall though, the purchasing experience was smooth, and the storeroom helped us to pack everything into our car without issues. We had coincidentally parked in front of the customer pick-up area, however, it's clear that if you didn't have that good fortune or foresight, the pick-up process could be really irritating, with passing traffic crowding you in as you load your car. Even if you're not looking to buy, check out this West Elm. It's a beautiful store to browse. read more

Oh my God! I wish I read reviews before buying products from this company. The quality is generally half decent although they are definitely overpriced for what you are getting. The real nightmare comes when you need to deal with exchanges or returns. The customer service is horrendous. There is zero effort to offer solutions and you are left out to dry. And by left out to dry I also mean money out of pocket. We waited forever for an item to go on sale. We finally purchased it and despite it's small size had to bite the $329 white glove fee. After another two months it is finally delivered. The frame was warped for starters. The colour of the frame is nothing like the picture online. We ask for the damaged part to be replaced and to exchange for a different colour. After being passed back and forth between customer service and the store, the short answer is the only solution is for us to return the whole item, repurchase it at full price which is now an additional 200$, pay ANOTHER $329 on top of the white glove fee we already paid. That's a sick joke, no thanks. Will definitely save my money and go else where. Shop at CB2 where you will get great products AND great service! read more

DO NOT ORDER FROM THEIR WEBSITE! My credit card incurred charges and reversing charges at a rate that made it impossible to track what I had and had not been charged for and that tied up credit unnecessarily (make sure you have twice the credit available as the amount of your order). I had to call their 'customer service' 5+ times, all to no end -- and, they can not escalate a call to a supervisor or manager without 24 to 48 hour delay. read more

Easily accessible via the King streetcar, this West Elm store is full of great furniture and accessories for the home. The showroom here is huge, so we got to see tons of couches, tables, dressers, beds, rugs, and more... very useful, as I'm terrible at judging how much I like a piece of furniture by looking at it in a catalogue or online. The furniture was... well, it was my style, so I'm biased, but I thought it was consistently great. Bonus: my boyfriend, who tends to do that "glazed-over boyfriend" thing in stores like Pottery Barn, actually really enjoyed the experience as well. I guess it wasn't as cluttered with accessories as a lot of places? Anyway, that was a great feature :) Some of the furniture was way over our budget, but a lot of very nice things were in our price range. I didn't pick anything up on this trip, but we will be back! read more

I stopped in here, while waiting for a table at Mildred's across the walkway, and was pleasantly surprised. The decor here is really fresh and fun. They have some really nice accessories. I totally scored an unexpected find. I picked up a dark wood vanity, which the bf would approve of (not the girly mirrored style I had my eye on). It was on sale, so I felt good about my purchase, and easy to assemble as well. It's also a step up on Ikea and totally fits in with the neighbourhood. I'll be back! read more

The WORST company to do business with. They were quick to charge our credit card for the furniture we ordered but never fulfilled the full order. Every time we called they gave us the run around for delivery of the items. Please save your time and money and buy at your local furniture store. read more

West Elm has some very cute designs, but their service is atrocious. The salespeople are not only unhelpful when trying to put an order for furniture, but don't even seem particularly interested in talking to you. Also, their furniture can take 5- 6 weeks to arrive because it's shipped from the US. As someone else pointed out - much of the furniture is manufactured in India. read more

Like most American chains that enter Canada this store does not have the stock or the selection of it's American counterpart. That I expected. However for a company that proudly advertises that they ship to Canada, I was thoroughly disappointed to learn that there was no option to special-order furniture not usually stocked to the Canadian store. Disappointing. Another example of a US store coming to Canada, and not bothering to bring in product selection that makes their brand stand out. read more

Worst furniture purchase experience ever. My credit card was charged months ago but I have no furniture. Every customer service agent I speak to is useless and not one of them can tell me where my furniture is. Please spare yourself the misery and buy your furniture elsewhere. read more

went yesterday and found a really great couch - but it took me 20 minutes to find a sales associate to ask about availability/colours, etc. I flagged her down and she looked at me annoyingly like I was being a pain because I had questions. I thought this place was around to sell? So I walked away from the couch yesterday and had a change of heart today - I spent 30 minutes calling the store today to order it over the phone, but either the automated phone service is broken and kept hanging up on me, or someone would pick up and hang up on me right away. Well, as much as I really loved that couch, I'm walking away because my money is worth than this lame experience. I don't want to have to deal with their awful customer service during delivery. I'll take my money elsewhere. read more

My experiences here have been so bad, I am finally writing a review. This store is b.s. No prices on items in the store. No one to ask. No employee acknowledges you. Leave store to try website. Start at Westelm.ca ...browse and add furniture to my cart. Go to check out, can't ship to Canada. Click to update to shipping in Canada, website won't update. Call Customer service, they give me the wrong information to update my account to Canadian/Canada. Finally figure it our on my own, price grows dramatically. Shipping is expensive even though they have a store in Canada, I can't pick it up there. THE WORST. read more

The staff here are ridiculous. I had gift cards which were rendered useless as they can't be used online and the store also can't order anything in. Feeling completely frustrated at not being able to purchase any of the furniture we wanted from them, I tried speaking to managers who were aloof, disinterested and unapologetic about their lack of service. When I finally am able to use these gift cards, I will likely not return. What a nightmare. What are the staff even there for? Don't bother - just go next door to EQ3 and be done with them. read more

I ordered 7 pieces of furniture in April. One helpful and kind associate assisted me. 5 arrived fine. But 2 did not. She assured me that they would arrive within a month. A month later, no word. I call the store and another associate said they're on backorder! And she assures me she will call when they are in. No word for a full calendar month. I call a phone line that doesn't work. I have to physically come to the store and another associate who clearly does not want to be at work says one item is in but no one called me! Unrepentant, these associates and manager treat a customer who has spent nearly 10k at their store like a street rat. When I asked her to speak with her manager about possibly asking for an expedited delivery, I hear her saying "blah blah blah" to her! They assume that because they sell expensive furniture for 20 hours a week that they can behave like stuck up children of celebrities. Yes, manager, west elm is not the same caliber as IKEA's but then why is your customer service the caliber of one you'd find at a discount bin shop? Backorder items I understand. Sass mouth and bullshit, I cannot. read more

I ordered a sofa online in March, received notification in early June that it had shipped. I called them to find out when it was coming and apparently it actually hadn't shipped yet. I called a few weeks later for an update and they had no idea when it was coming. The service rep apologized for how long it had taken and said they would offer me compensation. When the couch finally shipped at the end of August, it didn't fit through my stairwell. They agreed to give me a refund but made me pay for shipping. I called to try and see if they would waive the shipping costs since the date kept being pushed back and the person I spoke to (Pat) was so rude, arguing with me about the shipping timeline being 6+ weeks (which when I ordered it was 10-14 weeks) and said they were doing me a favour by giving me a refund (less the shipping) and hung up. read more

2 weeks ago I landed in West Elm (I used to love the store) looking for a bar cabinet - saw a couple that I liked online (they don't have the same selection in Canada than the website. Found something that I liked - price? 580CAD - (about 1.20 from the US price 480USD) - went back to by the item this Sunday and to my surprise, the prices were up - now the same piece costs $1090......87% more. Their justification is that the exchange rate is higher - yes around 1.40, not 2.27 as their prices imply. I am not buying from a store that gouges its customers and hopefully people will stay clear of this. FYI - this is owned by Williams Sonoma. read more

This is one of those stores where if you buy anything you are most likely paying 30% more than you should. They are constantly sending me emails with "30% Off" and "Free Shipping". I really don't like this game or to shop/buy in this type of store for that reason alone. My first time here, I went looking for a specific coffee table I saw online. The quality looked a bit shabby so I wanted to see more and find matching end tables. It was next to impossible to get assistance. I was told several times that someone would come back to help me and I was left waiting for at least 30 minutes while the sales staff ran around helping people buy trinkets. I've never understood store policy that says ignore the big sales, it happens a lot in Toronto. Some of the same staff that said they would help me passed by me numerous times avoiding making eye contact with me. Finally when someone tried to help me they were not familiar with any of the available inventory. I arrived expecting to spend a couple thousand dollars and I ended up leaving empty handed. This is the type of store you just don't feel good about supporting. I found what I wanted at Bo Concept the next day. Bo Concept Best selection of coffee tables. read more

I'm not even rating the quality of furniture here, but the service is awful. I'd never EVER order from them. I purchased items for our new house that we are supposed to move into in a couple of weeks. before ordering I specifically called and asked if I get a chance to pick a date since it's likey that we may not be there yet. And the dude said ye, you'll have 10 business days. sure enough no emails/calls to even give us heads. They just delivered and dumped the furniture curbside and we haven't moved in yet. no one takes responsibility. The customer service rep basically told me the previous guy lied, and nothing the can do about it. It's really dreadful, unprofessional, and disappointing. They deserve to go out of business read more

West elm products are stunning and the store is just as captivating. I could stay for hours and look at the furniture and imagine how it would look when I bring it home. The furniture is expensive but it does look like us good quality. I love the modern clean look of the store and the furniture. So why the 2 stars? The service is terrible. No one bothered once to ask if we needed help even though we came specifically to look at a particular coffee table and had been there quite some time. When we needed help there was no one to ask. Finally we asked one person for help who indicated she lost her voice and was unable to help and just pointed in the direction of another associate. That associate was apparently busy but would get to us when she could. Finally a gentleman came to assist us but really had very little information. Before I left I wanted to grab an espresso from their in store coffee counter. The barista? The same sales associate that had very little information on the coffee table we inquired about. Hmmmm.... I won't shop here for the customer service. Maybe because the products are truly stunning. But not for the service. read more

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Love their furniture, HATE the horrible customer service. Their employees love to say no. They rarely have items in stock, and don't carry the same items as in the US stores, and NO they can't order those items in. So the customer has to order from the U.S. Website but only IF west elm will deliver those particular items (certain items are deemed too big to deliver). Here is the procedure when you want an item that is not in store and it IS available to sell in Canada: put your name on the wait list (can easily take a month) and then they will call you when the item is "available for order". That could take another 4-8 weeks. NO they can't hold items for longer than a week so you can coordinate delivery of several items together. Cb2 has way better service! Go there! read more

I have never been to a store where the customer service is so bad, I bought a arch floor lamp 3 weeks ago where the sales associate told me they had it in stock, but they didn't have the coffee table in, got my coffee table a few days later , but no lamp , this store needs to get there act together. I have called multiple times trying to get through to find out if they finally got in my lamp , seems like they don't like to have hire enough staff to answer phones over there. So disappointed in this store, I knew I should of saved my money and shopped at casa life for my living room. read more

West Elm has TERRIBLE customer service. I wanted to purchase a mirror, it was advertised as $750 in store. When I went to order it online it said $854. I went back to a store to order it because it was advertised at $750 and they said they don't carry in-store but can order online for me. They pulled it up, said it's the $854 online price and refused to price match it. I then called and emailed West Elm support and they also said they couldn't price match. I purchased it anyways, 3 weeks later it went on sale for $768. It hadn't shipped yet so I called West Elm to see if they could do a price adjustment. They said they could not but I could cancel my order then re-purchase. I originally paid using a gift card and credit card. The lady said, that evening I will get my giftcard reimbursement via e-giftcard. I never received it, called back and they said the funds were loaded onto my original giftcard. Tried to use that and it said zero balance. Called back and they said the giftcard is in the mail. It's been 2 weeks, they cancelled my order, have NOT refunded my visa and I have NOT received my gift card reimbursement via mail and the mirror is of course no longer on sale. I will NEVER purchase another item from these people. read more

Updated: they have the amazing ability to take your disappointment to a whole new level. They make the purchase like you are begging them something, even it's completely unnecessary. From sale ton management, they are rotten in every way. -------------- 1. They don't have most of the listing on US website. 2. They have the attitude "if you have question I don't care". It's a completely different service from US west elm read more