Okay now I have to give them another star because I bought a table here. I saw an expensive version at structube of a little table that goes over a couch and was on the hunt for a cheaper version. I found it here and it was even assembled. It was a little crazy trying to buy it because the store was so busy but now that I've got it home I love it. read more

I bought the tall bed frame about a year ago. And the one thing I noticed right away was while putting it together the wood was very cheap, soft even. so much so if you tightened the bolts it cracked the wood. The slats that go with the bed are the cheapest slats you can find. They dont sell any other separate slats of better quality. So which ever bed you get, thats the slats you end up with. The Slats are more than 2 " apart from each other - and if you are into buying a mattress to go on top of this - your warranty is NIL if you put it on slats that are that far apart from each other. The slats also do not have any buffer at the ends. Its wood resting on wood. So when you even just sit on the bed let alone move around or roll over, it creaks. Each time I talked to a rep from west elm they are oblivious to this. If you google west elm tall bed frame you will see there are alot of complaints. Infact 9 yrs of complaints about this bed. Too bad I only noticed the reviews now. The staff are not willing to replace it or even remedy this fact. They have no idea of what other slats I can use to replace it with. Basically once you buy from West elm - because they have a home base in the States - they are not willing to replace anything unless its broken - despite the ill function of it. Heck, even if you look at Ikea - which you would think would be of lesser quality.... they have various options of slats. The cheaper to the really sturdy ones. West elms seems to look trendy - but take a closer look at the quality. Just because they are some sister company of Pottery barn etc doesnt make them any better in quality than any other furniture store. I also got bed sheets and pillow shams and a duvet cover from here. I was surprised at how thin the material was. And it feels very cheap. Im sure with a few more washings it will be done. Unless you are going to buy something to stick on the wall or on a shelf that is merely for decor instead of function - I would steer clear of here. Check the quality. And the staff are not knowledgeable as to how to help you when you are in a bind. - as far as my experience goes. They also say things like no we never heard of ppl having problems with that bed - etc - meanwhile - it has been discontinued - for an obvious reason. I was even told at the time of my purchase that one of the other beds were quite sturdy. Even though I sat on it in the store and noticed the side being quite bendable with just my bare hands. Its obvious they are not being honest. Either that or they just want to sell and have no idea about what they are selling. read more

i love visiting furniture stores and this one being close to my house is no exception in how often i visit it. it's definitely one of those stores that you cannot judge from the outside for it looks like it's pricy when in reality it's very affordable! i was pleasantly surprised when i first visited west elm for i wasn't looking for anything in particular yet i found some gorgeous candle holders for $20. I also managed to pick up some great quality bed linens at a reasonable price. the store itself has a fresh appeal, the furniture is modern and laid out stylishly. the staff here are friendly and not pushy. they are also knowledgeable with the products if you have any specific questions such as origin and what not. they have great accessories such as interesting lamps, picture frames, kitchen knick knacks and quirky figurines. i like how they change it up every month to keep it interesting. it's a great place to visit! read more

Unfortunately for me, I keep putting myself through the frustrating customer service of this store because I love the style and design of products. You SEE a lot of associates but I have no idea what they are doing. They take forever to do anything read more

The place to go in the gta for unique home decor items. They carry brands not seen elsewhere and are a shopping point for the design community. Place was busy as liberty villagers stroll about on Sunday afternoon for home stuff. read more

Love the product, love the layout of the store, but the customer service (as many other people have noted), is horrible. Sales people behind the counter, don't look up to great you, busy on the computer. I ask a sales person if they had an item in stock, the item was halfway across the sales floor, but she wouldn't move from behind the counter. So I walked over to the item and pointed to it. She said it might be the last item, so i waited while someone (I assume) checked the stock in the backroom. I stood in front of the sales counter for about 8 minutes and she just stayed on the computer. I then asked if there was an update on my item and she said "oh, no, it's the last one!". No effort was made to communicate with me, show interest in the $139 item i was looking at, no attempt to save the sale by offering to sell the floor display. Felt like she couldn't care less if I bought something or not. I guess I'll walk through the place because I love the design ideas, but why give my business (and money) when they don't want it? read more

West Elm has everything going for it. Attractive and high quality furniture and other household goods plus the best customer service I've come across in a long time. A trip to West Elm plus brunch at Mildred Temple Kitchen makes a nice weekend morning. read more

I've been here before & I know the clientele they are going after so these people may think the prices are pretty good. Fyi, shop around, don't be lazy just because this place is close to where you live. I will say they have a great selection and give great ideas to furnish your home. People seemed nice. I did find a media unit that was exactly what I wanted. It was already high in price considering what it is made from but I was really considering it. I went on the website the same weekend and the price jumped by $200. Found a similar piece at Ikea and did the mods myself for 1/7 the price. Shop around! read more

I love west elm online then I go into the store and the piece either doesn't look nearly as nice, or they don't have it. That being said, they do have lots of nice things. They recently opened up the back to expand the store and have added a 'Market' and what looked like a café at the front. I have mostly just purchased accent things here as we had already bought our furniture before they opened in Canada, so I can't comment on how well it lasts, but some of the pieces are quite nicely designed and as other have commented they have some great decorating ideas. That being said, no children's furniture here and the Canadian store is more limiting then the American counterparts. Oh one final thought - the sales staff are quite helpful here and very friendly. I have been finding retail assistance recently to be lacking so this was a very pleasant surprise. read more

Great furniture store. Every item here is very funky and modern. It's a little bit on the expensive side but the quality of the products is very good and will last you a very long time. Very nice location in the heart of liberty village. read more

I ordered a couch which was delivered and it was significantly damaged to the point it couldn't be used. The customer service is terrible!! Horrible. It's like they don't want customers. Anyhow, never again!! read more

WARNING: the perfect consumer honey trap! Lovely items, great marketing and zero interest in customer care. Purchased a $800 book shelf that was marked down 20% six days later. The company refused to do a price adjustment. Then discovered that my shipping costs were $70 more than anticipated plus was charged $50 for "White Glove Service". No option to decline. Automatic replies and form e-mails were the only response to my requests for electronic help. Telephone exchanges involved many transfers, much waiting and the repeated phrase, "Our company policy states...." Good companies generally realize that we, the lowly consumer, supercede policy. They also directed me to re-read the purchase agreement. Their purchase agreement is set of highly convoluted rules put in place to ensure NO customer is provided with logical, honorable treatment when we hand over our money in good faith. But I had to "AGREE" in order to give them $1100! West Elm's exemplary commitment to policy before people, utter indifference to customer satisfaction and schizophrenic pricing policy have made this the most consumer hating company I have ever had the misfortune to be duped into purchasing from. read more

I've heard soooo much about this store for a long time, so I recently decided to make the trip. I live out of town but I figured it was worth it. BOY WAS I WRONG. The location, the inventory, setup.. all spectacular. But the service, horrible. After looking at their website, I went in ready to purchase a dining room set, cash...CASH. The employees changed my mind, I walked out empty handed. Not a SINGLE person asked me or my mother if we needed assistance. I counted 6 different people on the floor, they all stared at us and sped walked RIGHT BY. It was unbelievable, I actually couldn't believe it. We walked around the store, EXTRA LONG just to see if we'd get help....None. NOT EVEN HI. Shortly behind us a blonde lady walked in, a cashier quickly went over and offered her a cart and what she was looking for. I was standing right there listening and he walked right by me............. I felt so disgusted and UNCOMFORTABLE the entire time. I should have never got into my beautiful benz, taken an hour drive, left my gorgeous home overlooking my golf course. Good luck to those going, hope you have a better experience Signed, Person of colour .... ;) read more

I'd like my house to look like West Elm... well, minus the open door policy and the flow of people that is. It's just got lots of cool things, from large pieces of furniture to quirky lamps, measuring cup sets in the shape of owls, teapots, trendy picnic tableware and pillow cases. And some of it is not as expensive as you'd imagine especially the decorative items. read more

I do like their stuff. this is my third time to buy from them. first i bought a coffee table, second time was my office desk and now I am waiting for my end table. for the coffee table i was lucky they had it in stock. for my office desk i had to wait 3 weeks and for the other one it has been a week now. I didn't have any problem calling them (thank god i didn't have the same experience that everyone talking about) but the people in store are not that knowledgeable or helpful! can't say all of them but i can say 3 out of 4! but i did like their stuff and i am happy with my purchases. read more

Amazing service. I was ready to spend 200$ on a area rug but told the guy that the main use of it was for my dog to lay in it. He found me one from last season. Same thing different color a fraction of the price. Just good service. read more

Seymone was incredibly helpful in furnishing our entire place . We visited the store weeks before our move date and she was able to place the orders in such a way the items were delivered on our move in date. The movers were efficient and very careful with the merchandise. The furniture, dishes, glassware and bedding are all very stylish and great quality ... awesome one stop shop ! Thanks a million ! read more

I am so thrilled with the service I got from West Elm. I think I must have lucked out speaking with Brian because he is a dream to work with! I just moved and needed some couches, tables, bed, etc. and he was there helping us along, making suggestions, and following up on other products that were on back order. Everything arrived within the time-frame he gave us and the company they use for delivery and assembly is fantastic. If you ever need anything from West Elm, talk to Brian! read more

I really like a couple of their pieces. However, their price gouging for Canadians is insane! They claim it's because of the Canadian dollar. Riggghhhht. Even at its lowest, it doesn't justify the US-Canada price differential. Take today for example: Item A $239USD should be $320CAD... West Elm's price for Canadians? $383 Item B $1039USD should be $1391CAD... West Elm's price for Canadians? $1661 If it's 'because' of the Canadian dollar, then let me make my purchases in USD. I would gladly convert the funds to make the purchase! The sad thing is that West Elm is unlikely going to stop gouging Canadians because there are people still buying from them :( read more

They advertise sale prices. But will not sell the item for the advertised price. They add a "white glove" delivery charge. You cannot pick item up in store for advertised price. Then at check out they add Another 10%. FALSE ADVERTISING! read more

DO NOT SHOP HERE. Not only are their products overpriced and crap quality (our $1000 rug started falling apart on day 1), but their customer service is AWFUL. We've bought quite a few items from this location (rug, kitchen table, sofa, accessories). Recently (in January) we ordered two chairs and a side table. $3000 later, and an eight week wait (with no updates when it arrived, we had to call the store every week to check) the packages finally arrived at this location to be picked up. We asked several times what the return policy is and were told we can open it and see what it looks like in our place (which, obviously.) We even called to confirm if they needed the boxes back and were told we'd only need to bring the boxes for the chairs, but for the side table it doesn't matter. So, fast forward 2 weeks when we finally had a chance to return them to the store (everything still completely unused and the chairs still had the dust bags on them), it took a 30 minute screaming match to get a refund. The extremely rude cashier tried telling my boyfriend that they had to give a store credit and that there's a restocking fee (even though we had our receipt and it was within 14 days of picking it up - their policy says ON THE RECEIPT that it's 30 days, and that you get the money back on the form of payment you used and there is no mention of a restocking fee anywhere on the receipt or their website). He demanded to see where on the return policy it showed that the items can't be unboxed, and they were unable to. Luckily he didn't stand down, as I'm sure West Elm expects people to, and he eventually got the refund (the awful cashier made it sound like she was doing him a favour by honouring their return policy). Needless to say, though we still need more furniture for our new place, we will never be shopping here again. If you value even the slightest bit of customer service (or quality), I recommend shopping elsewhere. read more

Like other reviewers, the two times that I've gone to West Elm, I've been extremely disappointed with the terrible management and customer service. This last time, I went in wanting to buy a sofa and a few other things. In other words, I went in wanting to spend thousands of dollars. There were definitely products that I liked but I wandered around for over an hour and not a single customer service person asked if they could help me. I finally found someone but they were busy with another customer and said they would be right with me. Needless to say, another 30 minutes passed. This level of neglect is outrageous especially given the price point of many of the items. I'll never buy anything from this store and I suggest you don't either. read more

I recently moved into Liberty Village and found this store called West Elm... what a great surprise. They have a great selection of household furniture (although my spouse particularly likes the pillows and linens). So far we have only ended up getting some nice looking curtain rods for our 15' wall of windows in our condo. They were not the cheapest solution on the market but makes the room look good. We frequently go back to browse the store for other finds. Also, making a return was quick and easy.. no fuss even for an opened item. Would highly recommend. read more

Worst, worst service I've ever encountered. Frustrated beyond belief!! After finding a beautiful rug at what I thought was an awesome price ~$650 to find out that they charge $275, almost half the cost of the item to deliver. Then I wait weeks with no word of its whereabouts to find out that I they/I can't track it because I checked out as a Guest. Then it finally gets to the shipper but I have to phone to find that out. Then I finally get an email to schedule delivery but the first day is for 2 weeks from then, so that I would not get it in time for Xmas - the whole reason I ordered in plenty of time. Then I spend days and no less than a total of 4 full hours on the phone going back and forth between West Elm and the shipper to try to get approval for us to pick it up at the shipper location so we could get it on time. I ultimately find out on the last day that we could pick it up before Xmas that west elm told the shipper that we can't pick it up from them directly. I've now had to cancel the order and try to find a rug with one day left. And absolutely no word from west elm on this. No matter how nice an item is DO NOT BUY IT. Btw, do you think there is a reason that West Elm (William Sonoma/Pottery Barn don't have reviews on their site???) read more

Don't be tempted by their trendy furniture and good prices - RUN AWAY!!! Worst customer service I have ever encountered. Had a damaged couch delivered over a week ago (for which they have already charged my credit card). Couch was refused, I was told 'quick fix', expect an email within a couple of days to arrange re-delivery. It has now been 11 days. NO CONTACT INITIATED BY WEST ELM WHATSOEVER. I however, have collectively wasted 2 and 1/2 hours on hold with numerous customer service agents that have promised me they are going to resolve the situation. It is unbelievable. No responses to email/voicemails - I am wondering at this point if I will ever get my couch. I normally don't believe that things like this can happen, but I am here to tell you - IT WILL IF YOU DEAL WITH THIS HORRIBLE COMPANY. Not worth it - go elsewhere!!!! read more

Sadly for West Elm as cool or as nice as their products are, you are only as good as what's behind the door...the bricks and mortar, so to speak...and they lack big time in customer service (can only speak for Liberty Village location). From the delays at phone call picks ups, the curt voices at the other end who come across as being bothered when they should be thankful someone is interested in their store, to the secrecy surrounding when items may or may not arrive, whether you may or may not get a follow up call, and why there is a 5-6 week delay to begin with when told the items are in stock just need to be shipped (who do they have shipping their items anyhow?), to the required 30 minutes needed to get your product to the loading area. No wonder people run elsewhere. It certainly will be my last foray into the store. read more

Worst customer service ever! Cheap products...if you can find what you need elsewhere, do it.

Got some great accessories and decent prices. Really great variety and very up to date with trends. Really nice atmosphere and good service too. read more

The worst customer service I have ever seen. Staff is unprofessional, rude, and not helpful. It amazes me how managers and owners let their own staff behave like this. Made me for sure not wish to go back into that store. read more

September of 2016 I go into West Elm to purchase a dining chair. I just needed one, which wasn't a problem as they were sold individually instead of a set. I walk around and inquire about a certain chair I saw on the website that was on sale at the time. While there are multiple people who work at WE, it appears that none of them really know when a customer needs their help. I approach multiple sales staff who brush right by me without asking if I need help, until i go over to one of them helping someone else and wait patiently to the side for them to be finished. They see me and walk away before I can talk to them. I chase her down and ask politely if they have the item I want in stock. I take her to the floor display where 5 of these chairs are around a dining table. She proceeds to tell me that all the chairs of this model are on backorder until christmas. Okay, can I buy a floor model? I only need one. No you cannot purchase a floor model. Oh, okay - but you have 5, so you can't even spare 1? No, we dont sell floor models as we dont have the proper SKU for that item. Okay...is there a wait list? Yes. Okay, so I put my name down and she tells me someone should call me by November 25th to confirm that I still want the item, and we will go ahead with the order at that time. Nov 30 rolls around and still no one has called, so i call them. They tell me the date has changed to early January and that someone will call me back then. I call around December 20th just to confirm that things are moving ahead as i was told. I was THEN TOLD that they had just received an order of the chairs and didnt someone call me to tell me? No they had not. Oh okay we will put you on the wait list for the next batch. When will that batch be in? Should be around March 2017. MARCH! 7 MONTHS AFTER THE FIRST TIME I GO INTO THE STORE TO PUT MY NAME ON A LIST. I tell them sure, whatever, keep my name on the list. I'm not holding my breath and actively look for other chairs from stores that actually have them available in real life. read more