The store itself is fine. This is more a reflection on the online shopping and purchasing experience. As several customers have rightly pointed out, larger items that you purchase online nearly all carry a $50 - $150 "white glove service" surcharge. Think of this as an additional tax to simply buy the item. While it is understandable and nice to receive a couch or a chair fully put together, and I'm willing to pay a premium for that, what is not understandable is that some of these items take over 3 months to get delivered. I purchased a Henry sofa back in early September. While online the website falsely advertises the item is available for "Quick Ship" (2-4 weeks), I was informed the item would not ship till early November! That is 8+ weeks after the initial order. I've followed up a couple different times asking for help on getting the shipment expedited, but there was an issue with the supplier and West Elm supposedly had no control. I followed up (again) this morning and learned that my sofa is now scheduled for December! Had I not emailed the customer service team I have no reason to believe they would've sent me an update. This is unacceptable and I called immediately to cancel the order. Bottom line, the furniture and home goods items are very nice and I like the style. I have lots of it in my apartment. However, West Elm does a terrible job keeping items stocked (I'm also waiting on a butter dish and it's been 2+ months...) and are not proactive about helping customers understand when and why items are delayed. If you purchased something and they tell you, after the fact, the the item is back-ordered, just cancel it. You probably won't get it for several months. read more

Love West Elm, but the customer service at this store, or lack thereof - is unreal. I went to West Elm on the evening of Sunday, May 17th, 2015 to look for a couch with my fiance. The store was almost empty on this particular evening and most of the employees were chatting with each other. Not one employee asked us if we needed help, when we finally asked an employee for help they were dismissive and clearly uninterested in helping or chatting with customers. Although we were very set on buying a couch, we left the store because we were so frustrated. As we left, another couple commented on how terrible the customer service was - and we stopped and chatted with them in regards to how unreal our experience had just been. read more

My husband and I did our first big purchase from West Elm and we bought a couch. We went into the store and tried the couch out and then had a sales representative order it for us. The sales representative ordered the wrong couch. In addition to this, our experience with delivery and customer service has been very negative. When they delivered the couch, it was broken and we had to reschedule everything over again. We still have not received any compensation for this from West Elm. Delivery of big furniture items requires people to move furniture in their own home and make sure time of the day is carved out. We did all that to ensure a smooth delivery, but were left couchless. On top of that, customer service has been so frustrating as your passed from person to person who needs to relearn your "case." The customer service representatives are then left to give excuses for the person before them and there is no consistency in what they are telling you. At first, we were told we would be fully refunded of the delivery fee and given an additional 10% off. Another representative told us that they can't actually promise us that, it needs to come from leadership. I've been waiting to hear back from leadership for over a week now, despite multiple emails from me requesting an answer. The reorder and 2nd delivery went fine, until we realized we received the wrong couch. I am really dreading the fact that I need to call West Elm customer service yet again, because I have a feeling it will be handled similarly to our other experience, poorly. At this point, we want the couch out of our house and fully refunded. We will be looking elsewhere. read more

Amazing service! The store was packed, and some patience is key, especially if you shop on the weekend. The employees were knowledgable and helpful, and I left a happy camper! read more

I can't comment on the customer service at this place, as we just happened to stroll in on a lazy Saturday afternoon just to look around, but what I can say is wow, the store is gorgeous and I wanted nearly everything I saw! There are 2 floors and the space is huge. I would say they pretty much have everything you'd possibly want to put in your house or apt. read more

I went into the store today prepared to furnish an entire apartment. I left disgusted at the lack of selection and service. I was unable to get sales help (although a very nice merchandiser did try to help - which couldn't be further from her actual job designing displays), the swatches I was interested in for a sofa were not available to view, and even the manager was basically useless when I let him know that I was disappointment that my trek through the wintry weather was a complete waste. There's a seemingly good sale going on for a few days, but your time and patience lost at West Elm will be much greater than any monetary savings. I'm headed to Crate & Barrel, where you may pay a little more but they actually help you get what you're looking for. read more

My experiences with West elm would be funny if not so sad. I ordered 2 rugs, 2 chairs, a light fixture, and a couch. One of the rugs and the two dining room chairs arrived as ordered, quickly,and without incident. However, the other rug kept getting backordered with no communication from West Elm meaning I had to call and wait for literally hours on hold to find out it had been backordered again. It arrived 4 months after I ordered it, but I do love it. The light fixture arrived smashed, i returned it, and heard nothing and was not credited. Had to wait on phone several hours and was finally credited but told they were out of that model. Hung up, went on the website and ordered the same exact one and it arrived the next week in perfect condition. Love it. I wanted the couch in a certain fabric with pewter legs because I hate brass and for some reason the website and sales people would not allow me to combine even though legs can be easily screwed on and should be interchangeable. I compromised and ordered a fabric I liked less. I ordered couch in June, it arrived in August and was missing a leg and also missing the hardware to screw leg into so they said they would send out a guy to retrofit it. I'm not sure why after waiting two months for something that they classified as a 'custom couch' merely because I ordered pewter legs would take two months to get to me and then not actually be finished. The guy never came to fix it. The phone support kept telling me that they would send someone out next week but no one ever called and no one showed up when they said they would. The couch puckered whenever I sat on it and I didn't like the scratchy fabric as I wanted a fabric that was more velvety but I couldn't get that with Pewter legs. I called West Elm and told them to come get the couch because I wanted to return it. They then sent me three boxes of brass couch legs basically adding insult to injury. Once again, the same stellar response, no one called, no one came. I called American Express and disputed the charges but I'm not sure what West Elm told them because American Express took their side. Finally, this week, I called and they showed up and took the couch. Yay. Ordered in June and removed finally in November. I must say that customer service was extremely polite and intelligent and not some dude in India. I have zero issue with their people but there's something wrong with their system of doing things. The left hand is never talking to the right. The furniture department never responds and never does what it's supposed to do and the wait times on the phone are absolutely outrageous (3-4 hour average). I love the style of their furniture but because of this experience I have purchased a number of items from target, overstock.com, and other sources that turned out to be beautiful, cheaper, and had much better delivery systems (like things actually arrived and quickly). I suggest you skip West Elm and look for the knock-offs. All of the satisfaction with none of the aggravation and much cheaper! read more

We purchased the Enzo sectional. The sales man was great, he was the only positive. When the couch was delivered we immediately noticed a head rest was broken. We called customer service, they asked that we send pictures. They then said they were sending it to the quality team. Then the same evening, 7 hours after getting the couch a second head rest broke when we were adjusting it. I sent another email with pictures of the second broken headrest... no response. I sent another email a few days later and she responded shortly saying the quality team had 7-10 business days to respond. So I got a broken couch and have to wait two weeks? Okay. I waited a total of 9 business days, called again and was transferred about 5 different times and told 5 different things. I was then told to call the store where I bought it. I did, and asked for the manager. She said she would find out what was going on, then called back and said "they have up to 10 business days", I told her it had already been 9 business days and I was coming close to the 30 day mark to return it and she didn't have anything to say that than "they should be contacting you to either fix or replace the couch". At this point I was done. I called customer service and asked to return the couch. It was at that point they offered to replace it, I said no. Clearly the quality is good, and the customer service is AWFUL! Another part of my decision was from reading other people's experiences too, poor quality products. I'm just SO glad we returned it before the 30 day mark and went with another couch that is higher quality and better service. read more

Store Decor gets 5 stars! Manager Teneka gets 0! I called ahead to make sure it would be ok to do a return without a receipt. The gentleman on the phone said it wouldn't be a problem since I paid via credit. Once I got there it seems like it was a different story. She gave me the stare down, the eye rolls, the whole nine! I left there thinking my return somehow affected her personally! I glanced over at another employee, and he mouthed "sorry" to me as I was leaving. I love West Elm products, but I'll never shop there again as long as she's there!! Poor Management!! read more

First, this location is great. It's one of my favorite stops on 14th Street. The pop up events are fun, I've always gotten good customer service here and the staff has always been friendly. It's a 2 story venue and often crowded so it must be difficult for sales people to cover the floor, but I simply go to the counter if I have a question or need something. There are almost always good sale items throughout the store and I've gotten some great deals here. We used to shop the Georgetown store (now closed) before 14th opened and it was never much fun. This location is a much better experience. If it had parking or curb service/loading area, I'd give it 5 stars! read more

terrible quality and worst customer service. If you get a defective product, don't even think of a refund. All you'll get is a merch credit. Forget the customer service line, what a joke. Each person tells you the last one gave you the wrong information. You speak to more than one person because no one ever calls you back, all the while apologizing like mad. I don't want apologies, I want my money back! read more

Absolutely worst customer experience ever. I 'bought' a pretty standard couch from West Elm over 5 months ago and as of January 2020 they're estimating it will be at least another 3 months before they can deliver. The customer service in store was...snarky to say the least...and since then their HQ service manager was incredibly unresponsive and incapable of giving accurate information. Their 'systems' were constantly down and it was clear they had absolutely no idea how to manage their supply chain. They could not tell me if my couch was made, where it was, or if their contractor ever received the order. With such little control over or knowledge of their supplier networks it makes you wonder if they are doing any Corporate due diligence on the suppliers. (I would certainly not be surprised if there is some scandal regarding West Elm's unethical sourcing practices in the future). In the meantime, I've cancelled the order and they only processed a partial refund. Dana, I would like the rest of my money back please! I certainly will not be shopping at West Elm (or their affiliated companies...pottery barn, williams sonoma, etc.) any more. read more

Came here to look at a sectional i saw online in person. They didn't have the couch however they did have swatches so I was able to look at the fabric and there was a design specialist to help me. They were very busy however helpful and a lot nicer than the associates at the Tysons locations. I had a bad experience with the associates previously at the Tysons location they were very rude but considering how busy they were at this location I was satisfied with the service that I got. read more

Pretty terrible customer service over the phone. On hold for 10 minutes....what is this an insurance company?

I was really pleased with the service I received at this location. I was looking for a new bed and had 100s of questions. The person who assisted me answered all of my questions and guided me through the purchase. Overall very pleased and would highly recommend this location. read more

Stopped by Sunday after having brunch in the city and won't ever do that again - the place is a zoo. I still looked around, but didn't actually buy anything until I came back the following week on Friday morning. According to the gentleman that helped me, the store is virtually empty on weekdays before 6. read more

West Elm is a fantastic place to find modern furniture at a reasonable price. I frequent this location often and what's best about it is all the amazing staff that are knowledgable and will help you pick out great style catered to your tastes! Thanks to Jim, Derrick, Eric, Frankie, Nick and Kim! read more

Everyone here is so helpful! Unlike some customers I know that most furniture stores on 14th street are show rooms and don't house most a lot of their inventory on site. But I was given many options to obtain my furniture. I can't stress how helpful everyone was read more

The retail staff was slow and needed multiple reminders that I wanted to buy something. After I finally received my item from the back, the cashier was oddly aggressive around me giving them my e-mail address and insisted on trying to have a debate around this. Would recommend ordering online or just going to another store on 14th- not worth the hassle! read more

Agree with Claire's comment below, there is little to no customer service at this location-so you might as well shop online!

Save yourself an enormous headache and never buy furniture from this company or any affiliated company. I ordered a dresser in May that now, three months later, I finally had to give up on receiving. First, it was delivered a week late and severely damaged (delivery men barely started to unwrap it in my hallway when they asked if I even wanted them to continue it was so bad). When I sent it back and asked for a replacement, West Elm failed to mark it as a return and replace, they simply never filed the paperwork to replace it, but kept my $1,000. After another month of waiting, thinking they were just late as they had been the first time, I spent a good 45 minutes on the phone to even figure this out -- there was zero communication from the company after they delivered the damaged dresser. At this point, I still really wanted the piece and they redid the order. Another month passed. I called again and was told the dresser was now on backorder until January, despite the website still advertising a 2-week delivery for the same dresser to my zip code. Are they kidding with a seven month wait!? At no point during this saga that required four phone calls and three months of waiting and wondering only to ultimately cancel the order without the dresser, did one West Elm service rep even offer a perfunctory apology for the inconvenience. AVOID! read more

Check out there warranty on furniture before buying. There isn't one! I spent $2000 on a couch that fell apart in 2 years.

The employees at this store apparently have better things to do than help customers, which is very disappointing for a brand with such modern/friendly appeal as West Elm. I was not greeted or offered any assistance during my visit and really wished I had just shopped online. I would highly suggest West Elm's furniture and decor as the poor customer service experience of this store does not reflect the beauty and quality of their furniture (I've been very happy with all of the items I have purchased online). I hope West Elm imparts some training and or hires better staff for this location read more

1. Before you consider purchasing anything from West Elm (at least anything bigger than a planter), go to West Elm's FACEBOOK page and read their reviews. Their customer service is atrocious. Be prepared because nothing is that "cheap" when you have to spend hours on the phone. 2. People who work at the store are either very ignorant of their own products (basic things, like pricing or discounts), or just don't care to give you any attention. There are some good people but they are rare. 3. I have so far purchased two items from West Elm. One of them had significant issues, one of them had minor issues. I returned the first one and things were solved, but I had to be really pushy, and keep calling them multiple times. 4. If you have a West Elm credit card, be prepared to deal with both West Elm and comenity bank - both of them pretty useless. 5. Don't take my word. READ THE FACEBOOK REVIEWS and see for yourself. read more

My girlfriend and I live on 14th, and are frequent shopper at West Elm. I have to say that we have had nothing but great experiences there. Really top notch customer service!! One visit in particular sticks out at me. I bought one of the deer heads (really awkwardly shaped) as a Christmas present for my gf, and asked them if there was a possibility of gift wrapping it. They don't have boxes that big, but one of the employees there, Mo (I think her name was) went completely out of her way to go in the back and find a box that worked, and continued to beautifully wrap it. This took her a long time, and was completely outside of what her normal job description probably entails, but it was a great reflection of the type of people they hire. Needless to say, we are huge huge fans highly recommend the store!! read more

Poor quality of furniture. I will never shop at West Elm or William Sonoma. The furnitures we got were defective. We were not able to return or exchange them. read more

Nothing to write home about which is unfortunate because I usually really like West Elm. The selection seemed really sparse and didn't fully fill in the large space. There was a girl sitting at a table with handmade knitted items, I presume items she made, and I honestly thought she was just some girl sitting there waiting for someone. She looked sad almost and I guess bored and had her phone in her lap. I then realized she must have been with that table and it was just kind of bizarre... jarring since that was the first thing I saw walking through the door. I got some ideas here and there and the staging as usual is decent but after seeing the honestly ridiculous price of some shams we liked, I said "let's go..." I think better service, fuller merchandise, and a better (or perhaps less non-existent) clearance section would bring me back... this one had a few rugs and floor models but that's it... read more

I returned a rug within their return policy guidelines. Instead of returning the money back to my original form of payment they issued me a merchandise credit for no good reason, which I didn't realize until it arrived in the mail (SURPRISE!). I had customer service straight up lie to me that they already issued the return credit and that this merchandise credit was just bonus. Nope, I don't see the return credit anywhere on my CC. I wouldn't be so 1-star yelp angry if I didn't have to talk to multiple people to give me a straight answer and potentially get it sorted out (pending 5 business day approval process - knock on cheap particle wood). Thank you 14th street retail person for not giving me my money back and wasting my time. read more

I cannot express how grateful I am to have shopped at West Elm in Logan Circle (vs. online). A few months after purchasing my Enzo recliner, it stopped working. I called West Elm's 1-800 number thinking they'd send out a tech, and got the massive runaround, had to keep calling, was told to call back, the whole drill. It occurred to me to call the store where I purchased it, instead, and found an ANGEL named Stephanie (who happens to be the Logan Circle store manager). Stephanie took over the situation, looked up my records and assured me she'd help me get it fixed. She called back when she said she would, emailed when she said she would and had the BEST attitude in trying to get it solved. She was thorough, kind, professional and I have a BRAND NEW recliner to show for it. I love West Elm products, and am grateful I went to a local store because the customer service is excellent - and certainly 100x better than the one you get online. Thank you, Stephanie and team Logan Circle! read more

I had to exchange a rug tonight that I had bought online and the manager helping me was so kind and helpful!!! Went above and beyond!! Very much appreciated!!! read more

Beware! I recently purchased a desk after visiting the store. The display model wobbled a little and when I asked the sales person, they explained that the model is moved around a lot, gets loose, and is not properly bolted, but a new table will not wobble. Feeling reassured, I purchased the table. Scheduling and confirming delivery was a problem: West Elm/Pottery Barn/William Sonoma promised to call me with a delivery date and time frame and never did. I followed up with them, after being on hold for 22 minutes and speaking to 4 different people, I received a delivery time and a promise that the driver would call 30 minutes before. They driver never called, but showed up on time. They crew assembled the table on site. It wobbles. This will be the last time I purchase anything from West Elm: its products and customer service are inferior. read more

I had previously shopped at west elm before and I generally liked their stuff. But my husband and I were blown away today by how above and beyond they went. We fell in love with a set of chair that it was out of stock in that color and could not be ordered online or by anyone. However, the manager James Jackson, took initiative and called the warehouse in jersey and put an order for us in. This man only saw us for 10 minutes on Saturday and did this over the phone for us on Wednesday. This is the kind of service that makes customers like us to come back here again and again. Thank you so much. read more

Service at the store was okay. Chose the chair and arranged for delivery. Called the day before to assure delivery. Delivery did not show at all. I called and they wanted me to allow them to give me a second two hour delivery window as they were behind. Realize they never called me, I called them! Three times! No apology. Just wanted me to wait another two hours. If you value your time, rent a truck and pick it up or better yet do not use West Elm. read more

Extremely disappointed in quality of the Chesterfield leather sofa & customer service. Within 2 weeks of purchase, the tufted upholstery was pulling at the seams and one of the buttons popped off. I reported the issues to the staff, and they provided extremely poor customer service -- no refunds, no recommendations for repair services, etc. Since then, another button has popped off, and several more look like they will as well. If I had known that this sofa was going to self-destruct, I would NEVER have purchased it. read more

I'd give West Elm 0 stars if I could. I used to love this store and buy a lot of my home decor and furniture pieces from them - but their store and credit card company cannot work together and it only hurts the customers. I bought a lamp online, and returned it to the store (within their return policy dates). The girl in the store did something strange, and left a balance on my West Elm comenity bank credit card. I didn't know until I received a bill with a late fee and interest charge. I called the credit card company and explained there should be no balance (nor fees or interest). They said I had to speak with West Elm so I called them, who told me they showed the return, and I'd have to speak with the credit card company. I receive up to 5 calls a day from the credit card company as I now have a balance of close to $200, and have blocked multiple numbers. I owe nothing as I returned the exact item I purchased within the timeframe, and I'm stuck in a catch 22 as neither the store nor the credit card company will do anything. I have written emails and formal letters to the credit card company disputing the balance, but they have done nothing. The store also says they can't help me. If you are going to offer your customers a credit card company, make sure the two of you can communicate with one another. I will never shop here again!!!! read more

online customer service is atrocious. i have never dealt with a more confused, incompetent, non-accountable customer service team than west elm. read more

After going to the an overcrowded understaffed store on 14th, I went home and ordered stuff I saw from their website. I have to agree with a lot of posts on this page. Avoid buying their pretty things. I really liked West Elm because they have nice inventory, but dealing with their anti-customer service policies is incredibly irritating. First they charged me a tacked on hidden fee that was apparently hidden in small print in () at the bottom of the item. I never got an explanation about why they were charging me what seemed like 2 delivery fees. Later I got over the first issues and ordered another piece. I was charged another delivery fee which made sense. Since the first piece hadn't been delivered, I called to combine the delivery. I was told they could easily combine the delivery, but I would have to pay both delivery fees and there was no option to get one of the delivery charges back even though I had already paid close to $200 in fees. To top it all off they put a piece on sale that I ordered just a bit before. It hasn't been delivered. They couldn't adjust the price I paid to the sale price and refused to cancel my order and allow me to repurchase. You will be much better off going to other stores. Too bad, I really liked their style and inventory. It is sad that their poor customer service has driven away a loyal customer. read more