Love this store. The sales and service is amazing. Great experience. Nice to be able to see in person the items from the web to determine if they meet your needs. Special shout out to Natalie Moreno that was SUPER helpful today. read more

This is one of the Good West Elm locations/stores I frequent and definitely recommend! Store has its clean, mid-century modern and trendy vibes. Good for apartment-friendly furniture and decor. It is always well-designed and inspiring to walk through to experience displayed furnitures. read more

west elm - My kitty loves his West Elm chair - Home Decor Near Me - Westport, Connecticut

Sales staff have a "couldnt care less" attitude. They have no interest in your business. I tried to see fabrics available for the upholstered Chair I had decided to order, and the sales person didn't want me to look through the hanging fabric samples. In fact, she wouldn't allow it.She just continued to ask me to look at the computer screen she had opened to select my fabric samples. When I told her that I needed to really see the fabric in non-computer light, she lost interest in helping me. We took our business elsewhere! read more

Don't buy from West Elm - you cannot cancel or change the order. They will tell you you can before it ships, but mine have been "In Transit" for four months. I can't cancel it and no one can explain to me what happens if it just shows up at my door. I paid $1100 for something I'm not sure I can return. DONT BOTHER - this is the WORST customer service on the planet. Not sure how they will stay in business read more

If you manage to ever get your order delivered, it is an ok product. But as all of these Yelp reviews and my experience show, you will be waiting for months beyond what was promised when you bought it. Spend several thousand on a bedroom set and couch and scheduled delivery went from end of December to May of next year with no explanation. If there is one item that takes 7 months to deliver and everything else is ready in 2 weeks then they hold the entire order for the 7 months unless you pay another $400 flat delivery fee. Their stuff is cool, but just don't -- many more reliable options and the people in the store are incapable or unable to help in any way. read more

I purchased a faux plant in May 2024. Did not know shipping cost until I received my confirmation the next day. (That is one bad policy) Upon seeing outrageous shipping cost I immediately cancelled order. Now June 17th and no refund. My credit card has been charged. I was told by customer service I did not cancel order in time. (It was the next day) Now I'm told I have to receive order before I can return it??? What idiot is responsible for this policy? So now they need to pay shipping both ways and inconvenience their customers. I hope others read this review and think twice before using West Elm. I wish I had been more diligent. read more

I visited West elm today and was so disappointed. Staff was rude and not helpful. Couldn't be bothered. When I asked for swatches the girl said "well I was getting ready to leave." You want to know why people are shopping online and not going into stores. If we could all just be a little kinder and put a smile on it would make a big difference, go out of your way. Jeez..... read more

It was very refreshing to get great customer service and especially during the holiday season. The store manager Tiffany went above and beyond to help me get the perfect Christmas presents!! If you're ever in the Westport store and in need for customer service from someone that gives 200%, ask for Tiffany. She was phenomenal and I recommend her to anyone!! read more

Still in shock. I hope this review helps someone who is thinking about shopping at West Elm. Rudest customer service I've experienced in a long time. To begin, the store was empty and we were not greeted as my mother and I walked in. There were at least 3 employees working. Fine. Big deal. I went over to the counter to pay for my item and the clerk was on her phone. She didn't even look up to acknowledge us. My mother and I are still the only customers in sight. After a minute or two she begins ringing up the item while on the phone the whole time. No eye contact. "Credit or debit?" I wasn't sure she was speaking to us or the the person on the other line. She was apparently addressing us and I answered "credit." The item she had placed in the paper bag had fallen over and made a big THUD on the counter. She didn't bother to pick it up and kept talking on the phone. The receipt had printed in front of us. She didn't bother to rip it out nor to hand over our purchased item. She still kept chatting away on the phone. We waited. Sick to my stomach, I took the receipt from the printer myself as well as the bag containing my purchased item that had fallen over and proceeded to leave the store. Even then, she did not even say a thank you or a glance up at us. Taken aback by the terrible customer service, about a minute after walking out of the store, we decided to return the item we had purchased. She's still on the phone. Only when I began complaining to her in a raised voice, did she finally look up at us for the first time. Her initial response was defensive; she said that she was helping another customer on the phone and so that was why she ignored us. I asked why she couldn't convey to the person on the line to wait a few seconds so that she can call over someone else to ring me up. It was only then she finally said she was sorry, which I'm not sure she even meant. Another sales assistant came to intervene, but instead of offering apologies, she defended the clerk who ignored us and kept making it a point that the item I was returning is a final sale item and that she is going to make an exception just this once (she reiterated this 3 times to be exact). It did not seem to register in her that the reason I was returning the item had been b/c of the horrible customer service. I felt no sincerity from either sales associate. The first sales associate repeated to the second, "I apologized and she's [i.e. me] mad and I'll take the blame" as if she had done some heroic act. My mother and I felt degraded and extremely uncomfortable. That was no "apology." I have issued an official complaint with the customer service department of West Elm on the day of the incident and am awaiting response. I was told it will take up to 24 hours. I may further escalate the matter. I have the name and business card of the sales associate who was busy with the phone instead of attending to the customer in front of her. If you would like to spare yourself from an unprofessional and pathetic shopping experience, I would avoid West Elm of Westport, CT at all costs. I hope no one else has to go through what my mother and I had gone through. read more

west elm - Empty store. 4 employees. The clerk ignored us as she rung up our item and kept talking on the phone. Yes, that one. - Home Decor Near Me - Westport, Connecticut

We came here to try out a Leesa Mattress. West Elm is one of the stores that has them on display, so you can try them out before you buy. It took a little bit of time for the staff to figure out which one was the hybrid, and we did get occasional odd looks from customers, who seemed to perhaps think it was weird that people would actually want to hang out on a mattress in a furniture store. Once we decided we wanted one, they were happy to help us place an order. Altogether satisfied with our experience here. read more

i purchased a number of pieces of furniture in 2/21 spending thousands of dollars. A few of the pieces were from the Emilia line. I have found that the push drawers don't work never worked well. they often get stuck causing me to open a lower drawer and physically pull the upper drawer open. Very recently one of the rollers(plastic piece) broke on the slides and now there is no chance the drawer can close. i phoned customer service to have it repaired and the woman I spoke to was not in the least gracious, in fact, very haughty. i gave her the number of my order number 4 times and she said it was invalid since the furniture was over a year old. In my reading online, I read that that there is a warranty on the furniture but was told by the West Elm representative it was only one year and that this would have to be repaired at my own expense. i didn't use this furniture frequently since this is my second residence. I bought the furniture from West Elm because i was under the assumption they had a great reputation for standing by the quality of the furniture they produced. I am very disappointed with West Elm and would not necessarily recommend buying furniture from them. read more

Agree with the 2 star rating. Manager Christine at this store could use a refresher in customer service

Visiting from a Florida, stopped at Store, there were workers walking around inside after the posted opening hours. I tried the door numerous times and the employees never came to unlock the door. I called the number posted on the door. The person that answered said they were short staffed and they wouldn't be opening until noon! Terrible manager! Post a sign at the door, if you see people trying to open the door let them know you decided their business wasn't needed, but to ignore your customer is irresponsible ! I said when I talked to the girl on the phone we were the only ones there could you let us look around! No! Well guess what? There are plenty of places to spend money, just not there! read more

We contacted the store to try to resolve an issue with one of their stores that close to West Hartford, Connecticut. Spoke to a woman by the name of Brenda, and in trying to resolve it she asked me for my ZIP Code and then she asked me to spell the city I lived in. I was only 10 minutes from their town so I asked if she has never heard of my town and she said no where is that the north end of Hartford. I was very taken back by this, and will never step foot in one of their stores, or affiliated stores again. read more

Yah! Fianlly- & so close to home! Now I can just drive down the street rather than surf their site. Touch, feel, sit, see what they have rather than just viewing it! Crisp, bright, modern- appropriate for the modern decor style. Pillow, wall art, bed/bath linens, decor. Patterns & textures to accent or create a room's theme. happy shopping! read more

It has been almost a year since I shopped at the Westport store and still not have received most of my items. I understand delays are the norm these days but it's getting kind of ridiculous at this point. The numerous excuses I have heard over the past months are getting creative. These items were promised to me in Sept 2021 and now as we approach May 2022, there is still no firm estimated delivery in place. Even when I called the store months ago to speak to the salesperson who ensured of me of these items, she never returned my call. Granted, no guarantee she ever got the message given the numerous poor customer service reviews I have read about this store. I also went there last June to order lamps and the salesperson was useless. She told me to look it up on-line to figure it out. I asked for her help, so checked and she said the items were unavailable. So, when I got home, I looked on-line and it was available so I ordered it and it came right away. Now I am dealing with the corporate customer service who at least is professional. The Westport store, not so much. One thing for sure, I will never purchase from West Elm again. I know these are "first-world" problems and there are bigger issues in the world. But all I ask for is decent professional customer service when you go into a local store - that's actually why you go there in the first place, instead of ordering on-line. West Elm likes to remind me of their quality furniture. I remind them you can't have quality furniture if you actually don't have furniture. read more

People here are rude! I was calling about a specific item because I'm from out of state and my local west elm referred me to them because they had one of the items in stock. I have called here twice and both very rude people answering the phone, I gave them the information and rudely told me that they didn't have the item that the system online was wrong. Very disappointed. read more

The people who work here are friendly and, on multiple occasions, went above and beyond to help me. I highly recommend this store!

The outdoor furniture I purchased from West Elm for $6000 4 years ago is literally falling apart. The "wood" is rotting, the dining table surface is cracked and peeling and screws have rusted (not galvanized for outdoor furniture??). It has been cared for as recommended and stored inside. The response from West Elm is insulting. read more

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I would never order anything from West Elm for delivery again. Terrible customer service. The expected deliver date is basically made up from what I was just told by a manager. I have been waiting for a couch to be delivered for since January 20th. Today is March 12th. The delivery window said February 22 to March 11th. They sent us an email for delivery for March 13th. I called to confirm (thank goodness) and was told they are not delivering. No call, no contact from West Elm. Now they are saying part of the couch hasn't even been manufactured yet and they can't even give me a general window. I would love to cancel the order but because it is a custom order, it is non-refundable. Not a good company to do business with. I won't make this mistake again. read more

Service is horrible. I placed an order for a sofa on June 23, still today I haven't received my order nor received a call from them re status. I think I have been very patient. I have called 4 times during these two months that they said the furniture department will call me back. Nope... never. Keep in mind that shipping is not free. I have to pay $250 add'l for delivery. Today, I've finally decided to return it but the lady said only furniture department can cancel the order.... I have Never had such a horrible experience with ordering furniture. By the way, I got charge for the sofa even before receiving it. Quite interesting. read more

Be extremely careful when setting up your account! Sales associate was supposed to set up a $2k couch purchase with 12 months interest free and didn't, I had made other purchases around the same time that would incur interest so didn't pick up on the error within the 60 day window and West Elm couldn't care less. read more

Oops. Read reviews and was not deterred. Went my self and found the store nice but service underwhelming . Wound up ordering online!

Home goods with high price point relative to pottery barn and more designer presented but quality increase isn't in proportion. Not sure how they can compete in a saturated market for home ware except for likelihood of drawing people off the street while shopping in Downtown Westport. read more

west elm - Home Decor Near Me - Westport, Connecticut

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The worst customer service ever - from the moment you walk in to the moment you leave they don't acknowledge their customers. I was interested in a sectional and wanted to know if it came in other colors and asked for swatches so I asked a woman working and she acted like I was inconveniencing her. Had the rudest, most unfriendly attitude and I literally felt uncomfortable and told her to forget it and turned right around and walked out. Avoid the store and just order online. Zero stars. read more

Everyone at this store has helped me with several purchased. They honor sale prices online and we able to save me shipping fees that I would have incurred if I bought online. I would recommend you stop in if you see something you like online. Colors appear different in person sometimes read more

Went in on a rainy night, there was no other customers in the store and I was looking to purchase a couch. I knew exactly what I wanted from looking online and was ready to order. I walked around for 20 minutes and not one employee in the store greeted me, asked if I needed help or even acknowledged me. I look young and I'm sure they assumed I wouldn't purchase anything. Terrible assumption and rude business practice. I winded up leaving and purchasing elsewhere. read more

I've tried multiple times to shop here hoping each time the experience will be different-- it never is. The employees are entirely neglectful of customers, unfriendly, unhelpful, and make for an overall uncomfortable shopping experience. I recently had my toddler with me who I carried around with me to ensure he didn't touch the merchandise--the woman working there could not have been more unhelpful, sitting at a desk, as i attempted to shop with my hands full--she made it quite clear that I wasn't welcome in the store with a child. Each time I've visited, I've left there feeling frustrated and appalled by rude staff--if this is what the company allows, I will find somewhere else to shop. read more

It was simply a pleasure shopping here! The store employees (especially Anthony) were extremely helpful and knowledgeable. They showed me a bunch of different fabric samples for the Harmony couches that they had on hand. They went above and beyond!! Will be coming back for more!! Love West Elm Westport!!!! read more

Great location! Parking during the weekends can be tough, but not a big deal. Wanted to redo my bedroom and Laura was amazing and helped me piece together every part of the bedding set I wanted and nightstand. Other staff members were very friendly and knowledgeable. Clean space, well stocked. I felt like Laura really cared to make sure all of my needs were met. I will definitely be back in the future for other home decorating needs! read more

Never ever ever shopping here again. Scheduled a delivery which I've had to reschedule 3 times due to the fact the delivery men DO NOT show up during the FOUR hour time frame. This is most likely due to the disorganization from this company and delivery company. So incredibly disappointed. I still have not received my item. WEST ELM GET IT TOGETHER!! read more

Wow...really surprised to read so many negative reviews. I had never shopped here but recently purchased a lot of furniture for my daughter at her request. The quality of the items was excellent. Far better than some of the Raymour & Flanigan stuff I have. The customer service for several deliveries was excellent. Staff wore masks and booties, were respectful of the living area, arrived earlier than expected, assembled everything and took away all the packing material. Customer service sent email surveys afterward to assure the deliveries went well. I was able to catch several sales where everything was reduced significantly and I opened an account so I could get West Elm rewards. I have hundreds of dollars in rewards to still use. I will definitely shop here in the future. Finally, some of the items went on sale and the store gave me a credit or a gift card for the difference. I am currently pissed off royally and fighting with both Macys and Sears... have had their cards for years, yet their customer service has been recently HORRENDOUS. They could learn a few things from West Elm customer service. read more

Bought a couch here and the buttons started coming off of it after very minimal use. Their customer support washed their hands of it and said it wasn't their problem. Not happy at all with what we bought from them. read more

At first I felt silly to review a chain furniture location, but after reading other complaints I realize I'm not in the minority here! The staff at this Westport storefront have a special way of making customers feel unwelcome. I first visited this store in early June when I went to exchange a lamp which arrived broken at my parent's house - should be easy enough right? Wrong! It took about 15 minutes to attract the attention of a staff member (there were three) in the store (which seemed to me to be completely empty). Still it took about an hour and a half to sort out what amounted to exchanging a broken part. All the while the staff defensively blamed protocol rather than apologizing for the inconvenience - strange because I had never had an issue with such unyielding 'West Elm protocol' in the past! Almost would've been quicker to go back to NYC and make the exchange at my regular location! At the time I chalked it up to a bad experience, but I made the mistake of returning this past weekend and it became clear that it wasn't just a fluke. I arrived intending to purchase an item I had scouted out online. The staff was as unhelpful as ever. Two women chatted behind a counter, apparently too busy to offer assistance. A third bustled around arranging Christmas decor. The only woman to even acknowledge our existence was a woman selling third party jewelry in the center of the floor. So bizarre! When staff replied they were too busy to help us, we went through the floor to try to find the item ourselves. We left empty handed with the resolve to order online and not bother coming back again. What a shame! read more

Great location, however I was unimpressed with their inventory. I went in planning on making a few purchases, but I ended up having to place an order online because nothing I wanted was available in store. read more

If I could give this location zero stars I would. I have been in numerous times - my most recent visit was Friday. I was appalled that the service was as awful as I remembered in June. What is the purpose of having a staff if they basically pretend that you don't exist? I went with my daughters with the purpose of buying a carpet and was told numerous times that they could not help me now (no idea why, they were just chatting behind the counter and with a woman selling third party jewelry.) One employee ignored me completely and spent the entire time setting up Christmas decorations. Am I mistaken? Isn't this only October? I lifted the carpets myself found one that would work and went home to order it online. If this is how they act maybe this should be a catalog only business. I have shopped many times at the location on UWS in Manhattan and they are always friendly and helpful. Something is wrong with the Westport location. read more

Appalling customer service that is headed by its Gen Manager Christine. Problem w-order from 12/31/2018 thru trade svcs. Told item would be delivered in March, and after seeing 3 charges on credit card called to inquire. Told order was cancelled, yet they are charging acct. Asked to speak to manager, & after 3 days and no call back, I went to store, & told "Christine on conf call w-corp", but leave name & #. After saying that I would wait & maybe Christin should tell corp she has unhappy customer, Christine magically appeared & couldn't be more condescending telling me to lower my voice, as I was a "guest" in her store. I raised my voice & corrected her that I was a paying customer. She responded w-threat to call police. At no time did she offer how she could make things right, or apologized for not returning call or botching order. She's incompetent & insane. I left & taking up w-corporate. Shop elsewhere! read more