Along popular 14th Street NW is a very fancy two-floor West Elm with all their home goods in all their expensive glory. What is not pricey is slipping in to use their restrooms for free. Two unisex restrooms are on the second floor. If you go just for the restrooms, be respectful of the space and staff. read more

Walking up fashionable and renovated 14th street, we dropped into a very upscale furniture store, 2 levels with a lot of very chic furniture. Lots of interested shoppers and it was well worth the tour. For those living or moving in the area, definitely worth to check out. read more

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I came here on a rainy Saturday before a dinner reservation up the street and was kindly greeted by Nick. I stopped in to ask a few questions about a couch I've had my eye on and Nick provided exceptional customer service! Nick walked me through all of my color options and different delivery methods. I truly appreciated Nicks customer service approach. The level of engagement was appropriate based on how much interaction I invited. But you could also tell that Nick is a sales associate who can get a pulse on when someone just wants to browse and not be bothered. I can always appreciate a sales associate that can do both - engage or leave you to be independent. It's a great skill for this role. Because of Nicks great customer service, I will be back to this West Elm store. read more

west elm - Sectional - Home Decor Near Me - Washington, DC, District of Columbia

My original review said ordering online was easy. I want to add a caveat - ordering is pretty easy - but actually getting them delivered is dubious. Ordered furniture online in December 2022, was told it would arrive in Feb 2023. Then they said March 2023 because they were missing a piece. Then at the end of shipping window they tried delivering it with a missing piece (which I suspect they knew was missing). Then they said June 2023 - no guarantee, just another estimate. I'd avoid West Elm both the store and ordering online. read more

My wife and I came here to see some of their awesome furniture. We had been needing to replace our sofa since the pandemic, and I already knew that this store carries high-end furniture. We were torn between the Laurent sofa that was in display, the Marin sofa, and the Harris two-piece sleeper sofa sectional. My thoughts were that the Harris sofa was the best option because of its color and fabric type. The rest of their sofas were either white or off-whote which definitely will soil at a faster rate. The Harris sofa is a charcoal color which would also match the color of our walls which is Agreeable Grey. It is priced shy of $3,500 and we decided to pull the trigger. The Sales Person who helped us was very knowledgeable about all of the furniture and he explained to us the delivery process as well. We had a good experience here. read more

west elm - Home Decor Near Me - Washington, DC, District of Columbia

Nice and expensive furniture and everything for your home. Not sure whet is their service, at least they are not annoying. read more

west elm - Home Decor Near Me - Washington, DC, District of Columbia

Melissa is wonderful! Of all the stores I contacted for help, she was the only sales associate to go over and above! I was looking for 2 Christmas pillows that were out of stock on line. She looked up the item and gave me the phone numbers of stores who might have them in stock. And, she told me that the store with the items would ship them to my home -- a feature I did not know about! To my surprise, the store in Los Angeles had them, and they are sending them to me! Thank you so very much Melissa! You were so kind, professional, knowledgeable, and best of all HELPFUL! Happy New Year!!! read more

Bought a table in May 2021 for my front deck. This spring, one of the slates warped and broke off. The company reviewed the issue and denied my request to replace the table when it was definitely a manufacturing issue. Issue not representing or standing behind their product. White glove service?? Don't recommend this COMPANY since they refuse replacement when definitely a manufacturing issue. read more

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Worst customer service experience I have ever had. The staff in store were lovely but made mistakes with our order which caused SEVERAL delays and hours of phone calls with West Elm customer service representatives who jerked us around for months. One supervisor was so incredibly unprofessional and hung up on us in the middle of an hour long phone call. West Elm is not the only game in town when it comes to decent mid-century modern furniture. I've ordered from All Modern and Article without any issue, with delivery or customer service. West Elm will NOT be getting any more money from me or my household after this. They better step up their game on all fronts or be overshadowed by similar businesses who can actually provide decent customer service WITH results. Lip service does absolutely nothing, which we can attest to after 12 hours of phone calls and still no furniture. read more

Costs way too much for what you get and customer service is awful don't do it!!!!!!!!!!

I don't know why I keep bothering coming here!!!! If I could give them a -5 for customer service I absolutely would. Second time I've called to ask if they have a particular furniture piece on the floor and 2nd time I've been told they do. After driving 45 min, surprise! They don't have it on the floor. Not only that but they have the worst attitudes, no willingness to help after their screw ups. You've lost a customer west elm, I'm sure you couldn't care less. read more

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Worst delivery service ever. Find another store. It has been months, many months, and I am loosing hope that my furniture will ever arrive. So frustrating!! read more

This is my go-to West Elm, and I love its 14th Street location. The only reason that I docked stars is because somehow, I always wish the selection were more. We haven't had a problem ordering in store, and no problems with the salespeople or customer service. Also, note the military discount. If you are military, do not forget about the discount! I think it's 15 percent. read more

Just wanted to say with all of the negative reviews that I tested out my first adult couch here and ordered it and it was just as comfy as in the store. The associates were all very helpful. I've loved every piece of furniture I've gotten from west elm -- from a coffee table I got used off of Craigslist to my dining room table and chairs to my couch to my bed and bedside tables. While it is not the cheapest, it's much more accessible than Crate&Barrel, Room&Board, etc and it is all beautiful quality in my experience (I've seen reviews that the quality his mixed, but that has not been my experience). I feel that most people enjoy this store, but don't bother to review a big, popular company, so the only reviews are a few people looking for a negative outlet. read more

If you need shop at West Elm, go online or find another store. I came to West Elm with the intention of purchasing my first adult sofa. My boyfriend and I had done our research and were excited about investing in a piece that would last. Upon entering the store the sales associate immediately sized us up. From that point it truly felt apparent that they didn't think we belonged. The manager was able to squeeze us in before the upcoming appointment, however the sales associate was clearly not amused about this. There were 4 other associates in the store and we were the only customers. Again we would've been happy to move forward on a piece. One would've thought if the upcoming appointment arrived we could've been switched to another associate, but no we were rushed out. No questions to us about following up, no business card given. They couldn't have cared less. read more

Don't even bother trying to schedule a design consultation at this location as they clearly don't have the staffing capacity to do them. Which is fine, really - I know that all retail is short staffed these days - but not only are there signs all over the store advertising the service, the associates mention it every time they pick up the phone. First attempt: cancelled via text the night before. Second attempt, selected the virtual option: didn't get any info, called the morning of to be told that they don't do appointments of any kind on weekends. Third attempt: scheduled for the Monday of Indigenous Peoples Day so called the week before to confirm and was told that we were confirmed with Suzanne. We show up at the appointed time and are told that no designers are working that day. So we ended up driving down to Alexandria instead and got everything taken care of in one fell swoop. read more

This review isn't for the store but for the website. I picked this store because this is the location I was going to pick up the orders I was about the place but decided not to. I have been eyeing some artificial trees on West Elm for a couple weeks now. On Saturday June 13 I had finally decided to go ahead with my order. While I was browsing the website, a window pop pop offering 15% off if I sign up. Awesome right? I went ahead and signed up. As I was adding two artificial trees and one ceramic planter for a total close to $400 to my cart, I went to my email to retrieve the 15% off code. There were no code. I reached out to customer service who proceeded to tell me that they don't send promotional code from sign up and I have to call them and place the order over the phone and THEN I can get 15% off. I explained to them that was utter ridiculous and I wasn't going to waste my time calling them and giving them my bank details over the phone and I sent them a screen shot of the sign up confirmation email I received. They then responded stating that the 15% email signed up has been discontinued a while ago ( well well, now the story change ), proceeded to basiaclly call me a liar because the email confirmation of me signing up for their website do not mention a 15% off. Well, yeah: Because it was an obvious trick on their website and they were never going to honor it! DO NOT sign up for their mailing list. I truly dislike those type of businesses who mislead their customers and proceed to call them liar for 15% off. WTF! Well now you lost a client for life. Good job. For fucking 15%. What a joke. read more

The rudest unwelcoming and unprofessional customer service experience. I wish there was a better service team there. Management and associates are the unfriendliest and disengaged demeanor. Associates were gathered at the front register talking bad about other clients right in front of me. Meanwhile waiting for someone to assist me no one asked if I needed help or if I was waiting for something. They were more concerned about gossiping than being engaged and friendly towards you. The one particular associate had a razor hair cut with hazel eyes with a demeanor that was negative and unwelcoming. She acted as if it was an inconvenience for her to locate an item on my behalf. She seem bothered to even have to assist me on anything. The entire store has a negative energy and needs better associates who have an interest in being there. Company culture sucks and it shows. Unfortunately it's the only DC location. Georgetown location had better customer service experience and consulted with their customers. This location is a poor representation of the West Elm brand. It doesn't matter if the store aesthetic is on point if the people don't reflect positive company culture. I rather just not go into their store and waste energy just to leave an establishment that puts you into a shitty mood for just coming into buy. Better off buying online. read more

I needed a sofa of a specific height and I found one on the West Elm website. I went into the store the next morning and the sales person who helped me was great. He was knowledgeable about the sofa I wanted and performed the sale efficiently. He said that it would take up to two months to get the sofa, but a few days ago I got an email telling me they would deliver on Saturday, only one month after I ordered it. So unlike a lot of the reviewers here, I was very satisfied with the service of this store. read more

NONEXISTANT customer service! Everything is processed through the warehouse so while the sale people on the floor are ever so sweet taking your money, actually getting your furniture, undamaged, and within a reasonable timeframe will be YOUR responsibility. The sales agent put the wrong delivery address in for our order and it took more than 20 phone calls, 4 weeks, escalation up to corporate to even get the order regenerated with the correct address. The table arrived damaged and after a week now of calling, complaining to supervisors, being promised a call back the following day once the system had updated but those calls never being placed, I am still waiting to even understand if the replacement has been confirmed!! SO FRUSTRATING!! For what you pay for West Elm Furniture, save yourself the countless hours sitting on hold, frustration of then being hung up on after holding for more than an hour, and go to the myriad of other places that will at least give you information on IF and when you are actually going to get what you paid for. I will NEVER shop here again!! read more

One of the worst customer service experiences of my life! I walked in to browse and hopefully find a duvet cover and sheet set. Knowing that this store is quite pricy, I decided to start in the sale section before transitioning to the full-priced linens. I found a duvet cover in the sale section that I liked but it didn't have the size listed. I asked the associate working there (upstairs- short black woman, didn't catch her name) if she could help me figure out the size. She very rudely looked at me and said "I don't know". I said "well, I'm looking for a Queen". After a few seconds of me just standing there awkwardly, she finally started opening up the duvet to figure out the size. She had barely started unfolding it when she said "I think it's a King" and folds it back up. There is NO way she could have figured out the size by unfolding a duvet to 1/10 of it's size and not looking at it's tag. So freakin rude. Since that duvet didn't work out, I started looking in the full-price section and found a quilt I LOVED. It was so soft and felt like a cloud (Tencel) and even though the quilt and matching sheet set would have put me back a few hundred bucks, I was ok with it. I asked a different associate this time if he could help me find the size I was looking for, he looked at me and pointed vaguely to the other side of the store. I was so annoyed by the horrible customer service that I decided to leave and order my items online. Not sure if they have a commission structure, but in case they do, I didn't want anyone in that store to get commission for that rude behavior. Won't ever be coming back to this store. Do yourself a favor and shop online! read more

Your items won't show. See below -- they'll give you a long delivery window, then keep changing the date. When you inquire, they'll tell you what you want to hear, and nothing will change. I wish I had seen the negative reviews about West Elm beforehand (there are articles about it!), and am going to do my best to spread the word now that I have experienced the same. To all who have experienced the same, please contact the Better Business Bureau! read more

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My attempt to engage in a straightforward business transaction with this company - I give them $4,000 in exchange for a 3-piece sectional - turned into a frustrating, monthslong disaster full of broken promises to help by West Elm customer service. Everything was smooth until the scheduled delivery day, when the guys arrived... with just the cushions. "Do you have the sofa already?" No, I did not have the sofa already. "Okay, I am sure the sofa is coming soon," they said. 1 delivery, 0 pieces of furniture. Then, a week later, the delivery guys arrived again (as I would explain several times to West Elm customer service over the ensuing months) with the two one-armed sofas and no corner piece. "Do you have the corner piece already?" I did not have the corner piece already, though I did (as I would also explain several times to West Elm customer service over the ensuing months) have the cushions for the corner piece that were so thoughtfully delivered without any actual furniture. So far, 2 deliveries, and I've got 2 out of 3 pieces of the sectional. Getting very close now. I immediately got on the phone to West Elm about the missing piece and the issue was escalated to Crystal Williams, who promised to help me and gave her email just in case I needed to follow up. Things had gotten mixed up, but the company was going to make it right! No. Subsequent emails with her made it clear she had done nothing to locate the missing item or resolve my problem. At one point she (again) promised to look into it, then told me she thought it had already been resolved when I followed up, then stopped responding to my emails. Thanks Crystal. Another call to West Elm, another promise to look into it and have someone get back to me tomorrow. That was back in late August and I'm still waiting for my call back, but I'm sure they must be looking extra-hard in the warehouse. Finally, I managed to get someone to help, but when she tried to order a replacement corner piece, oops, no longer available! So instead they end up taking back everything. This isn't a company that screwed things up but then tried hard to fix the problem as soon as I pointed it out; it's a company that screwed up, did nothing, engaged in a pattern of promising to help and then blowing me off, and ultimately waited so long to try and fix things that it could no longer complete the order. Final score: 3 visits from the delivery truck, 0 out of 3 pieces of furniture, and no reason to put myself through the nightmarish ordeal of ordering anything else from this company again. read more

I purchased a bunch of furniture here over the summer, including a couch. I was told that the couch delivery would be delayed due to COVID. Between the time I purchased the couch and the estimated delivery date, I called customer service no less than 15 times to confirm the couch ETA and each time I called, customer service confirmed a mid-November ETA. Mid November came and went, but no couch arrived. When I called customer service, they said that they, in fact, had no idea where my couch was. Over a month later, the couch arrived but was missing legs. A week later, someone came with the missing legs to assemble the couch. For the gross incompetence of customer service West Elm offered me a $1000 store credit. I asked for a $1000 credit back to my credit card instead. After all, after my horrendous experience at West Elm why would I want to purchase more from their store? West Elm refused to provide a credit back to my credit card and therefore, I am returning the couch. West Elm tried to claim that the issues I experienced were a result of COVID. That is completely false-it's a result of poor customer service. Avoid this place like the plague! Plenty of other quality furniture stores in the area that actually value their customers. read more

West elm is experiencing significant delays with their furniture shipping, which the staff need to be more upfront and less defensive about. I ordered through the store as I was informed they are better able to help and track shipments, but that was not at all the case. The store associates at this location weren't able to help me at all and were quite defensive when the furniture was delayed since I indicated I was moving out of the country prior to purchase. I ended up getting more helpful service from associates at the Pike and Rose location and customer service. It felt like an extra hurdle to call this store for assistance, just to have to call another store in the end. I had to cancel all of my furniture orders in the end (sofa; chairs; dining table) which isn't a reflection of the staff, but they weren't helpful with the exception of the manager (Chris) who was more straightforward with the timeline. read more

Joining the chorus of West Elm customers who have not only been dissatisfied but downright treated with disrespect in the process. Bought a couch in this store. The couch was delayed multiple times over several months, once because of high demand and another because it was delivered damaged. We ended up canceling the order after four months of back and forth. It's one thing for an order to be delayed. It's another to get no communication about it, be hung up on multiple times, and be downright lied to by multiple customer service agents. Such a shame to see an otherwise trendy brand have a universal reputation for poor quality and customer service. read more

I don't know why this store has poor reviews. Every time I go they have what I need and I have gotten wonderful service. I am very happy to have West Elm on 14th! read more

West Elm is a very difficult company to deal with. We ordered a custom fabric piece from them, and unfortunately their policy is to charge the customer the full price BEFORE delivery. We got just a partial delivery of a sectional sofa and have had 2 delivery dates canceled before the item is not found on their dock! After two canceled dates by them losing the item, you would think that they could suspend payment until the item was found or delivered. No, the customer pays full charges, even though the furniture is NOT delivered. Customer service is useless. They listen, then state there is nothing they can do. A very very difficult company to do business with. Buyer beware. read more

Somehow I didn't read the reviews before visiting this location on 14th. There was a sofa I liked on the website, but curiously it was final sale -- so if you don't like it or it's defective, you're stuck. I trotted over to this store to see something - a similar sofa or swatch of the material used on the sofa to see if it is worth proceeding with an order. But don't think the employees in the store were the least bit concerned with if I bought a thing. They didn't have the swatch available and I was told the fabric "pretty old anyway." Hmph. During my visit, I observed many people sitting on sofas, leaning in for a closer look at pricing and details. Meanwhile, the two West Elm associates on the floor were glued to their computer screens carrying on an enjoyable conversation about God knows what, while customers wandered aimlessly. Lucky me. I've since discovered many real-world reviews of the sofas which rated the sofas as mediocre at best. Seems their product quality matches the abysmal in-store experience. And worse, the shipping fees and mandatory white glove delivery would have added an additional 15% to the cost. I narrowly avoided a nightmare. Educating myself better before making a final purchase elsewhere. Searching for a replacement sofa from a helpful company that actually stands behind their craftsmanship because West Elm is not it. read more

Good Morning, On September 12th, 2022 I ordered the Quinn Storage Bed, Queen, Cerused White, WE Kids #2532279 and the Quinn (56.2") 6-Drawer Dresser, White and Rubberwood, Dark Bronze #5719871 from West Elm. My reasons for ordering these two products were style, storage, and shipping rate. Other storage products had a ship date of months in advance and I needed the products as soon as possible. My original shipping window was September 23rd - October 7th. The total for these products was over 4,000 to give context. On October 6th I reached out to West Elm via the online chat to check in on the products since we were approaching the end of the window. I was told that no information could be provided because it was now in the hands of the third party delivery service, Fideletone. I then reached out to Fideletone who had no update on the product. The delivery window then updated to October 7th - October 28th. On October 27th I called again to check in on the products. This time I waited on hold to speak to someone from West Elm for approximately 35 minutes. Once I spoke to someone they assured me that the products were ready to be scheduled for delivery. I was finally excited. I called Fideletone to schedule and they informed me that a part of the bed was still not in stock and they were not ready to deliver. So I called West Elm back. I was told by West Elm that I needed to call Fideletone back and get a dock number to track the order. I am unsure why this would be my job, but I complied. Fideletone could not share this information with me. On October 28th I received a call that my products were ready to be delivered from Fideletone. I scheduled the delivery for October 29th. That morning I got everything out of my bedroom and prepared for the delivery. During the delivery window I received a call from Fidelitone that part of the bed was lost and they had to cancel. I was obviously upset. I called West Elm who I thought took notes about my experience with this furniture. I was told that the following week (3-5 business days) I would receive a call and a dock search would take place. My delivery window online then updated to October 28th - November 17th. On November 7th I reached out to West Elm because the window had exceeded 3-5 business days. After waiting on hold for 20 minutes, I spoke to Angela, out of San Francisco CA who put me on hold for approximately 15 minutes to call Fideletone. After coming back to the line she shared that the company has been trying to reach me since October and is ready to schedule. This was comical to me and an outright lie. She asked if I wanted to be transferred to Fideletone and I stated yes. She transferred me to the regular line where I waited 30 minutes to speak to someone. Fideletone then let me know that the dock search still was not complete and that someone would call me by the end of the day on November 8th. I won't hold my breath. I write this today because this is my first furniture experience with West Elm. I bought the products because of the reputation of quality. I spent $4,274.03 after shipping and tax. This is beyond frustrating and unprofessional. A furniture store that is supposed to be above par has given me the worst customer service I have ever experienced. I would like an update on my furniture. I would not recommend anyone buy from them again after this experience. I hope West Elm can make it right and this issue can be resolved. Thank you. read more

Wanting to take advantage of the weekend sale, I went to West Elm in Washington DC. Due to COVID the store required an appointment, however this requirement was only advertised on a handwritten note on the door. While standing on the sidewalk looking through the window at an empty store I called to get an appointment and was told they were full until Tuesday, coincidentally after the end of the sale. I have shopped the West Elm brand in other cities and this was the first time that I've encountered such poor service. The poor ratings on Yelp for this store should have been my first clue... I walked down the street to Room and Board purchased a whole new living room. For those needing to update your furniture, Room and Board is a mere 4 minute walk away at 1840. Use your feet as protest to poor service. read more

The experience with West Elm was an absolute nightmare. Stay away from it. The furniture is expensive and the customer service is terrible. Definitely not worth the money and stress. We ordered a desk-bookcase set and a console in mid-July 2020. They were supposed to be delivered by the end of October. The delivery was pushed back twice, first to mid-November and then to early-December. When I finally got the email to schedule the delivery, I noticed that the number of pieces in my order was incorrect. After lengthy phone calls, I found out that Fidelitone, the outsourced delivery company, had the wrong number of items in their system. Since they do not communicate directly with West Elm, I had to act as an intermediary between the two of them until the records on Fidelitone's side regarding my order were fixed. I finally got my delivery scheduled on December 7th. On the delivery date, nobody showed up and, of course, nobody contacted me to let me know about what had happened. I reached out again to Fidelitone; one of the supervisors explained that they could not find one of the pieces in my order at the time of loading the delivery truck. She requested a dock search, which is still underway. I followed up with the supervisor every week with no news. At some point she stopped taking my phone calls; I contacted Fidelitone's customer service and I was informed that she went on vacation and left nobody in charge of my case. So the process started again with a different supervisor. On December 28, I contacted West Elm's customer service for them to take action, because my guess was that, after almost a month of unsuccessful dock search, the pieces were probably lost. West Elm said that they could order again the missing pieces, but that they would be in stock in March and thus they could not provide a delivery estimate. On December 29, I decided to cancel the order, because it made not sense to keep waiting for these items, plus the associated stress . Throughout this process I was told by West Elm that I would receive compensation for the delays and inconveniences that all this has caused; they did not honor their word either. At the end, after almost 6 months, I did not get my furniture or a compensation; only headaches and lots of wasted time. This just shows how little West Elm cares for its customers; they showed no interest whatsoever in making things right. Bottom line, this was a terrible experience. I spent an uncountable amount of hours dealing with this order, which was a waste of time and a source of stress. I will never buy again from West Elm and I recommend you to stay away from it as well. read more

Horrible experience ordering window shades from West Elm. I placed an order June 28, with an expected delivery date of July 21. They mysteriously canceled the entire transaction on July 5--without ever telling me. Only when I searched for the tracking number today to see if it would arrive on time did I see that the order was cancelled weeks ago. And of course, I've been on hold with their customer service for an hour now, with no end in sight. Absolutely terrible company. read more

Do not order from this store or from West Elm in general. I placed an order in September for a couch, it was due early March which the sales associate told me was worst case scenario bc things were arriving early - it's now May, still no couch. According to my tracking link it may come in June but hasn't moved beyond the "ordered" status and every few weeks the delivery date slides a few weeks. West Elm HQ is allegedly tracking this but hasn't done anything to expedite it or make this right. They provide updates when I ask but the updates are always that they'll "look into it" and now after multiple emails that it may depart from someplace overseas sometime in May ... unclear what that means for arrival. read more

I get it - West Elm opened this store on 14th street to appeal to the right crowd. They now display beautiful urban settings inside of a spacious, brightly light warehouse. They design the place smartly, with all the cute accessories and holiday decor. If you are in the market for some serious furniture, this is a candy to your eyes, with everything matching everything else. This is where the fairy tale ends. This store and this company simply don't know what customer service is. Half of the stuff we picked up yesterday was not available. Just like that - they had bedroom and dining sets with only 1 or 2 pieces available for purchase. A bed with a matching dresser - buy the bed now, but the dresser will be shipped to you in January. Ok, another set? Bed - now, dresser - January, night stand - April!!!??? And they do not sell floor samples. And even if there is a store with your missing piece available - they will not ship it to you, but only to this store, and only if it is less than 140 pounds. In case if you have not had enough fun yet - each piece comes with a hefty "white glove" service, anywhere from $50 to $150. Nope, not waivable. Ok, so they tell me to try my luck online. With a nerve teak, watery eyes and a stressed smile I leave the store. But I am a fighter. Now online I did manage to assemble a set, agreed to some stuff being shipped to me in 2017, and - oh well, the bench I wanted I will have to find elsewhere. I took my credit card out - wait, what is that additional charge? BOOM - 10% on top of EVERYTHING ELSE is the SHIPPING COST! 10 freaking percent was 400 dollars in my case. Together with the white gloves - $700. $700 to pay to god knows who for god knows what and with no guarantee whatsoever that I will receive the backordered items - I called the customer service to get some assurances. Haha, naive soul. Moral of the story? I went to CB2 today, put my order in and the guy was so nice he gave me a discount on shipping. $60. No gloves. No extras. Period. read more

PLEASE BE AWARE and THINK TWICE BEFORE BUYING FURNITURE FROM WEST ELM. We purchased a West Elm sofa about 3 months ago. Purchasing process took more than 1 hour on phone. We could not use online purchasing option because they could not honor a coupon that we have. After the lengthy "custom manufacturing" process (due to a fabric selection), the sofa was ready to be delivered and we have scheduled a delivery time. To be honest, I forgot that we bought a new sofa by that time. Anyways, on the delivery day, delivery person called the "WRONG NUMBER," (different number than we provided them during our order and delivery e-mail confirmation) and because of this mistake which is clearly caused by them, they cancelled our delivery. Now, their option is to reschedule the delivery for a future delivery time! We called customer service and WEST ELM said there is nothing that they do about this situation. This is ridiculous! OVERALL TERRIBLE EXPERIENCE, definitely not worth it! It's been 3 months since we completed our order/ purchase but we still do not have the sofa! read more

I've ordered Sofas, a Coffee Table, 4 curtain rods, duvets, coasters, curtains & bedroom furniture from them. Nearly all of the curtain rods arrived bent, discolored and or scratched. The sofa's stitching was not as clean as the showroom and there were minor damages and abnormalities in the Audrey dresser sets. Nearly everything at West Elm is shipped with obnoxious shipping charges to inflate price and doing returns is extremely difficult and even that comes with shipping delays. Currently looking at a 3 month delay between the delivery of most of my bedroom set and one end table. Really its my fauly for shopping there. They should be out of business but everything in the showroom looks so good, if only you go the same quality when it gets delivered from the warehouse. read more

Worst service ever here. We were waiting patiently for a design consultant in the upstairs area near the fabrics. No one seemed to notice us so I moved closer to one of the associates as she was finishing up with a customer. She was a black woman with African garb who has worked there for quite some time. I stood near her as she was saying goodbye to a customer. She refused to acknowledge me. All I needed was a quick look on my direction to signal that she saw me but she deliberately moved away from me and and as I followed her, she moved away again. We played cat and mouse for quite some time as she extended her conversation. She finishes with the customer and turns to me and says rudely "I will be with you in a moment!" but kept creating busy work for herself. I finally found a different associate and got my question answered in two seconds. Why work in sales if you don't like people? read more

I LOVE West Elm's products, but my experience online has sadly been better than my experience in the store, where there's very little customer service (not even a welcome when you arrive..) and items are frequently out of stock. The service is so poor, customers have resorted to asking each other for advice on duvet covers and pillow combinations the two times I've visited. It's quite disappointing given the merchandise is totally my style -- and isn't cheap for this total lack of customer service. I really expected better. read more

I went into a West Elm store and placed an order for two pieces of furniture (a 5-drawer dresser and night stand) totaling $1,682.64 in mid-September 2018. Today is January 8, 2019 and I am still waiting for delivery of the furniture. West Elm has done nothing to proactively update me, to acknowledge the significant delay or to compensate me in any way. I am beyond frustrated! I feel truly taken advantage of. They have charged my account already and I am just desperate with no where to turn. DO NOT ORDER from West Elm- you take a big risk if you do so. I would say if you can't go into the store and purchase it and walk away with it, don't order from West Elm. They work with third party furniture manufacturers, likely in foreign countries and have no control over timing. It is catastrophic! Consumers are left to suffer. Do not order from West Elm. read more