Amazing staff!!! I was shopping for 2+ hours searching for furniture and home goods. Jean, one of the team members here spent the whole time helping me with finding the right items at the right budget. He even went online to search for sales that saved me $$$. I won't go anywhere else to shop for furniture! read more

My fondness for West Elm products developed years ago when my sister purchased bedding from there and later gave me a gift card for Christmas. Most of my shopping has been online or at stores significantly larger than this location. The size of this one is a negative since they carry less stock. The atmosphere of the store is typical West Elm style. Kitchen and sale items are on the first floor while bedding and drapery are on the second floor. Customer service could be better but the issue appears to stem more from there being less staff on the floor than from them being indifferent. Tip: Head to the store and feel the products and then order them online. If you are like me, you want to examine for yourself how sheets, blankets and towels feel instead of ordering them blindly online. Since the store's stock is limited, this might be an option so you get the right color blanket or curtain pattern. read more

I purchased the Audrey Media Console when it was on sale last month. Upon realizing the flat rate fee online for furniture is a whopping 500 dollars (for one item), I decided to purchase it via the Logan Circle store and have it shipped there for $45. The gentleman that took my order was sweet, professional and patient. They gave me a call when my order was in and allowed me to pick it up a week later. I had to rent a U-HAUL for 50 bucks but 95 still beats 500 dollars. Also, the employee helped load it into the truck as well. I appreciate the great customer service. read more

The worst. I received a 15% off on Facebook to be used today and tomorrow only. I recently moved into a new apartment and figured it was a good time to go pick up a hamper. Long story but every single hamper I asked about they couldn't find. There are at least ten on the website and at least half a dozen displayed in the store. I finally selected one and - they checked and told me they had five in stock and left me waiting with my other purchases for at least 20 minutes looking for one. Came back to tell me they couldn't sell me any of the five hampers or any other because they are all on display. I walked out without getting any of my purchases. What's the point of displaying things that aren't for sale? And furthermore why keep me waiting for so long if they aren't for sale? I've had so many bad experiences at West Elm and this kind of thing happens every time I decide to give them another shot. Never. again. West Elm. read more

Was expecting a terrible experience based on reviews - but all was smooth. Yes the gentleman who helped us out our order in was multi tasking but we didn't mind! We ordered a Cozy Rug and tufted bed. Rug was delivered to the store for pick up in a few weeks. Our bed was delivered and assembled about a month and a half after ordering. Delivery was easy to set up and assembly went very smoothly. read more

As I write this I'm 25 minutes into a hold on the customer service line waiting to speak with a manager about the refund I haven't received in the 3 weeks since I returned a set of dinnerware whose color wasn't even close to the "matte white" displayed online. While I did order the dishes online, I returned them to this particular store. I have been repeatedly promised that my refund would process "within 48 hours". That has yet to happen. I've been a repeat West Elm customer for over 10 years, and I've bought everything from furniture to small decor items. I am so incredibly disappointed and frustrated with the lack of response here that I will no longer be buying from them. And neither should you. CB2 carries the same type of merchandise and their customer service is great. read more

Great store and just opened October 22, 2014. Really great merchandise, layout and excellent helpful people working there. read more

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

I have never been treated so disrespectfully by a company. My bed was delayed already once. OK, it can happen. Now it was supposed to be delivered by tomorrow and so far no news or notifications whatsoever. I called the customer service five times. Always being placed on hold, then the call either disconnects or I get hung up on. I finally manage to speak to someone from the furniture department. They do not know where the bed is. Big mystery... I have to fill in a "track your order" form that will take 3-5 business days to process. Meanwhile I am still sleeping on the floor... It is just not worth the money (these beds are not cheap), time or energy! read more

I read some of the other reviews for this store and I'm convinced those people were at a different store. I LOVED my experience here. The decor is beautiful. The furniture is beautiful. The people are beautiful. I wish my bank account was beautiful so I could buy everything I wanted, but I'll have to wait on that. I came to the store looking to spruce up my apartment for the holidays so I wasn't looking for any major pieces and I found everything I wanted - and I'm even eyeing a bed frame I don't need!! The manager Tennekka - who was a darling btw - helped me pick out things I never thought would go together, and now that they're all in my place I am so in love! I will definitely be back after the holidays for another round! read more

west elm - My inspiration. Beautiful. - Home Decor Near Me - Washington, DC, District of Columbia

Everyone here and in the call in customer service are really friendly! The only issue is that actual arrival times for furniture vary significantly from the estimated times and west elm is generally not super flexible about cancelling custom items when they are severely delayed or holding items in store for longer than 5 days even if they arrive months after they were supposed to. If you need stuff quickly, not the place. But overall quality is good when it does come! read more

My review is not for this particular location but for West Elm as a whole. I have purchased multiple pieces of furniture from them. Sadly most were delivered damaged and had to be replaced which was time consuming when having to wait for repeated deliveries. But moreover when a leg on my dresser broke they are unwilling to sell me a new leg. They explain they are a Retailer. No joke that's the excuse when the same legs are attached to similar pieces. My advice is to steer clear of any huge furniture company who would not make a single effort to help and has their customer relations respond weeks later with a lame excuse as this one. Looks good but really crapola from a crapola company!!!! read more

Worst customer service i have ever seen. Order online or go to another brand/store. The salespeople should be replaced.

As someone who has spent a lot of money at west elm over the past few years, I've recently been disappointed by both the quality of their products and their in-store service, which is often unhelpful and filled with attitude. Their ridiculous shipping fees make buying products online a last-resort option (and often dissuade me from buying something altogether), but they have limited stock in store. Further, apparently their online system is completely separate from local stores, meaning you cannot call customer service and get an answer as to whether something is in a store, or what stores may carry a certain product. Overall, they could do a lot more to invest in actual customer service and better technology. read more

I've spent a lot of money at West Elm over the years... but I'm done. Ordered a table online so I wouldn't have to deal with the hassle of getting it home, when the package arrived I was already suspicious. Box looked beat and taped up like it had been shipped before. Got out the table top, looked ok, was getting hopeful. Once I had retrieved the legs I realized that the hardware was attached faulty and wouldn't fit together, the apparent reason that this was returned before... expletive! Why ship out a product that was returned to another paying customer? The reason why I chose shipping was so I wouldn't have to schlepp the table home. Now I need to try to get it back into that box (anyone who has ever unpacked a piece of furniture knows that's more difficult than getting toothpaste back into the tube) and haul it to the UPS store. Because they messed up. Never again! Update: adding insult to injury. Got a request today to review their 'dedication to a 'world class care experience for customers of the Williams Sonoma family of brands...'. SMH. read more

Amazing furniture store. Love the associates. They are amazing. If you come here on a weekend, it's like trade but without the drunk bitches. read more

Not the best experience... and only finding out other have experienced the same thing. Way back during Christmas time we decided to get a new leather couch and picked one out at West Elm. They handed us a swatch, actually two, of the same color. A beautiful dark Sienna color. In the store they had a lighter tan color sofa also called Sienna. We ordered our sofa, the hamilton, and were told in person that we were going to get the color that was on the swatch. We understand that all leathers are not exactly the same and know there are slight color differentiation's. We waited a few weeks and it arrived... the wrong color, the lighter color that was int he store that we were promised we werent getting. Fast forward almost 6 months later, after numerous conversations with the manager of the store and even district manager, still no correct sofa we were told they would get for us. After the wrong one was delivered we did stop by the store and they told us the leathers had changed and they gave us an old swatch... we purchased our sofa right when they were transitioning leathers. Guess what... not our problem. Numerous times via email and in person they told us they would easily get us the sofa we were promised. Again, nothing but emails stating they are still working on it. They did tell us if they can locate our color they will swap it out free of charge, which is awesome. Thats the only props i can give them. read more

Have been in there twice in the last week trying to buy a couch. Not one single sales person even acknowledged my presence.

Ridiculous shipping fees and poor customer service: Don't waste your time shopping West Elm. This review is not for this location in particular, but for the chain itself. For a furniture store, they don't have most of the furniture in stock. You'll spend time carefully picking out your items only to find that it ultimately has to be ordered for you. Not only does this take weeks, but PLAN ON PAYING AROUND 20% OF THE COST OF YOUR PURCHASE ON SHIPPING. I was told this is pretty standard by the employee with whom I was working. I wanted a recliner. Not only was the customer service at the store slow (I waited about 30 minutes for assistance), but they didn't even have a floor sample of the recliner for me to try. Then, I asked for a sample of the material, but that was also unavailable. Their solution was to order the item and return it if I didn't like it. I don't have a truck or SUV, so I had no way to get it back. Also, if I returned it, I would not get my shipping fees back, which for a $600 dollar item, cost $110. Let me summarize...They were going to net $110 dollars for an item that I would have to take time and alot of effort to return because they didn't have either the piece or sample fabric in stock for me to try before I spent a huge amount of money on it. Also, don't bother trying to use their coupons there. They will find a way not to honor it. I got a 20% off my entire purchase coupon in via email. It did not have any restrictions in the email, but when I went to check out, they said not only were my sale price items excluded, but the regular priced items I wanted to purchase were also excluded. read more

I ordered two items from West Elm online, they delivered the Erik Wing Chair without the legs and I have been waiting for them to send the legs for two weeks and counting. The second item has not been delivered and they keep on changing the delivery dates. The worst part of dealing with West Elm has been the customer service, you get transferred many times and no one gives you a clear answer. I will never order from West Elm again. read more

Large (multi-level) but disorganized, messy, and rude service with the usual gouged prices. Not worth a visit unless desperate.

It's so weird to read some of the negative reviews. I've been to this West Elm location several times to make various small and large purchases. The selection has been great and the sales people have never been anything but helpful and knowledgeable (although they are at times busy). The store manager has, on several occasions, spent time with me and helped me to decide on an item and find the perfect (usually unexpected) accessories to complement it. I will admit that I've not been to another West Elm location, but this store seems really large with 2 levels full of items. This location is pretty packed on the weekends, but if anyone knows 14th St the entire block is packed on the weekends. I love this store and the products. I've furnished my home with the type of items that I feel like I will be able to pass down to my kids... quality beautiful items. read more

Do not order your furniture from West Elm (any west elm). It will take ages. I chose a couch under the "fast shipping" heading on their site, and chose the pre-fab color so I could get the couch ASAP as I don't currently have one. It was supposed to arrive within three weeks. It is now showing that it will take at least 6 weeks to arrive, and the customer service is not helpful in any way. Their response is essentially "good luck, we will contact you when it's ready, but no clue when that will be". I would recommend ordering your furniture from Ethan Allen, where even getting custom furniture is quicker than the West Elm "quick ship" option. read more

I like West Elm and their products and have had a good experience with the exception of the two separate times we've received help from Miller (who happens to be the store manager!) - he is consistently rude and unhelpful. read more

I purchased the Drake Sofa 7 months ago and the fabric is totally worn out with nubs all over it. I reported it to West Elm customer service and I was told to send in pictures and either they will replace or fix. Now 4 months later after continuously requesting status updates I am transferred to several employees with each telling me I cannot talk to the department that handles replacements. If any one knows a contact, phone number or how I can get this resolved having a poor quality sofa I would greatly appreciate it. read more

Night and day contrast between in-store and behind the scenes customer service. We had an utterly pleasant experience picking out a couch. Really helpful and supported experience selecting the right model, size, color, and fabric. But months later we are stuck in the nightmare-land of interacting with corporate customer service. Despite all guarantees and assurances that the couch would be delivered a certain way, it was not and as a result had to be sent back to the warehouse. No response from customer service. Multiple calls and voicemails latter--to the direct line of the customer service agent who handles our geography no less--still no response from customer service. We ordered the couch in early November understanding it would take 6-9 weeks for it to be built and delivered. It's February, we have no couch, and it's nothing but crickets from corporate. If you actually want a piece of furniture in your home that you can sit on, better buy it elsewhere. read more

I've given this West Elm three chances and I've wiped my hands and am done. Each time I've visited it's been mid-day on a week day with, at maximum, 4 customers in the entire store. For that reason one would anticipate at least an acknowledgment that you're in their store. Not one hello, not a look in your direction- nothing. I did discover a way to get an employee to acknowledge your presence- open a picture frame box- she'll rush over and ask you not to open the boxes as they have one on display. Actually, no you don't have one of these on display. I can't determine if it's just that they don't offer customer service or if they're attempting (semi) high class snobbery. Either or, this isn't NY and (semi) high fashion employee snobbery doesn't work here. Done. read more

This place is CRAZY packed on a saturday. Given the pricepoint is much better than other furniture stores on this block, it is understandable - but expect to be elbowed by indecisive young couples and college students. The worst part about this location is getting someone to help you. We literally had to hunt down two separate store workers, wait in line, and then get dismissed by one (she said she was new and had no idea) and the other was unable to answer our question. The question was literally - "do you have this coffee table in stock." To be fair, this store sells some great items, but I'll probably stick with the Georgetown location or shop online to avoid this disaster zone. read more

UPDATE - we eventually got the bed three months after the initial order was placed. I should say, we actually got two. Maybe it was the original one that was lost? Either way, one showed up in a box dropped off by UPS a day before the scheduled delivery and caused a lot of confusion. We had been promised assembly, so we called customer service and again got hung up on while on hold. We waited til the next day and luckily the delivery team did arrive (albeit with a whole extra bed) to assemble. Just....do yourself a favour and never, ever order from West Elm. I was so excited to finally unsubscribe from all future emails from them. read more

I bought a side table last Sunday. The shop staff was bad organized and it took me 1 hour to try to buy it, discover that they have not it in stock and order it from one of the shop's computer (from their website...). Then I discovered the following day that they charged me the shipping cost which is really strange because nobody mentioned it before and They ship because they have no stock... I called the shop and the person just said that there is a shipping cost for furniture and that they will repeat it to their sales'team (15' for that)... I felt stupide. So I called the customer service which answer promptly to my request with understanding and a fair solution. So If you can avoid this store, try another one. read more

Often stores display on the floor products that are not in stock. The price on display is the price for buying the product it the store. This in itself is a common issue. But at West Elm, (Potterry Barn) when the product is not in stock, the employees tell the customer to order online, where there is a hefty shipping fee. This is a deceptive pricing strategy, as the customer will never pay the displayed price. At many other stores, such as Bed, Bath and Beyond, when the product is not available at the store, an employee will order for you to pick up at the store, with no shipping fee. I wrote an email to West Elm explaining that I felt deceived, but they replied with a standard impersonal email explaining how their shipping fees are justified. read more

West Elm has horrendous customer service. My son ordered a bed in the middle of November 2020, and has had the run around since. West Elm finally set up a delivery date of Monday, January 8th. When they arrived, there were boxes missing for the bed. They took the boxes back, and told him they would would return on Wednesday, January 10th, with all the boxes for the bed. On Wednesday, again all the boxes were not there. They left the boxes with some of the bed parts. My son just received an email stating the bed will not be delivered until the 3rd week in March. My son moved to Washington DC in the middle of November and has been SLEEPING ON THE FLOOR since then. West Elm will not help him or compensate him for the unbelievable delay and inconvenience of not having a bed to sleep in since the middle of November 2020. He is still SLEEPING ON THE FLOOR. My son ordered furniture from Ethan Allen - desk and table and chairs over Thanksgiving, and received all the items in perfect condition in TWO WEEKS!!! If you need furniture, Do NOT go to West Elm, you will NOT receive it. My son has cancelled the order for the bed, but it is uncertain when they will remove it from his store credit card. If you work hard for your money, do NOT hand it over to West Elm. My son has been paying on a bed he has yet to receive. HORRIBLE EXPERIENCE!!! read more

Great service ! Great advice ! and as a bonus the helpful clerk help me set up my parking app so I would not get a ticket while I was shopping . Thank you! read more

I love their products, but West Elm is VERY frustrating. They don't adequately stock their store (basically everything in store is show room), and they charge a mandatory $150 shipping charge, even for a chair or bench. I understand charging a delivery for those who want to select a delivery, but if the customer has no other pickup option, then how the heck can they justify charging such an absurd amount of money?! read more

DO NOT GET THE WEST ELM CREDIT CARD. The "Rewards" are a sham scam mockery! They do not state anywhere on the "Rewards Certificate" that you must use the entire reward amount or you will forfeit the amount unused. In other words, it can't be used like a gift card. If they had the decency to TELL the customer this, such as printing it on the coupon, I would not have forfeited the majority of my "Reward". I'm cancelling my West Elm credit card. This experience makes me think twice about whether I will even continue to do business with West Elm. I hate shady ethics. read more

What a schemozzle. Ordered some furniture. It was in stock at the warehouse and was going to take 5 days. Had to pay to get it delivered to the store... Strike 1. Rank 7 days later and asked where it was. Was informed it had arrived at local warehouse and would be at the store that afternoon or the next day (Wednesday)... Rang the day after that and enquired, and it seems it is still to arrive local warehouse. Strike 2. Then they proceed to tell me it will be another 5 days before it gets to the store. I actually think they sold mine to another customer and then added me to the order again. Never again!! Update: my items returned 10 days ago, but my refund still not processed. I will be initiating a chargeback through my credit card company. read more

Purchased Andies sectional less than a year ago. Delivery was 4 months wait. Finally got the sofa and having a lot of issues with inferior quality. The cushions are already sinking in the middle. The stitching on the fabric is very poor. The seams do not align and unraveling on the underside of the zippers. Contacted customer service and they directed me to the manufacturer. The manufacturer never responded. I can not recommend this product and I regret my purchase. read more

In my experience orders are always more than a month late and missing parts when they arrive. Such a stressful experience buying products from west elm. Will never shop there again. read more

Cool store. They have a lot of furniture for a smaller space which is nice. The staff here was extremely helpful when I went in to exchange a chair I had bought. I can forsee the limited parking spaces on the street as an issue however, I found front row parking when I went to this location! read more

As it turns out my refunds never appeared on my credit card. About two weeks after my visit to the store, I called the West Elm customer support to figure out how to get my money back. The customer service rep I spoke with told me I had to take this up with the store, so she transferred me. I had very low expectations after everything that happened, but one of the managers, Derrick, who answered proved me wrong. I explained the entire situation and he apologized that the catalog didn't help me. He said he would figure out what was going on and call me back before they closed for the night, which he did. A few days later the refunds finally showed up on my card. I was really impressed by his excellent customer service. read more

This is a convenient location which is why I give them one star. I went in here in the middle of the week and they were not busy. I had every intention of purchasing the graham glider chair, but decided against it when none of the staff seemed interested in making a sale. I wasn't greeted upon arrival. So I went to the front desk and asked if they had a floor model I could see. The lady just briefly said, "it's upstairs." Okay then. So i proceeded upstairs and there were two more staff people up there. One was just on a computer and the other was talking to another customer about basketball and looking on his phone. I proceeded over to the chair, sat in it, liked what I saw. So I was hoping to be helped. Neither staff person bothered to approach me. After I spent ten mins waiting for them to make time for me, I decided to go back downstairs. Just to find two staffers on their cell phones. I said forget this. I walked over to Room n Board and was warmly greeted and helped. I decided to purchase a glider from them instead. read more