west elm

Sara Khorsandy

Miss Asal was very professional, courteous, patient, and accommodating with everything. From helping us to select furniture to organizing delivery, and dealing with sporadic set backs Asal did her best to help me furnish my apartment. Her assistance made for an overall pleasant and successful shopping experience. We highly recommend her if you need help furnishing.

Maryam Tahmasebi

They have nice pieces to choose from but if you want to order furniture, they will not deliver sooner that next 6 months! I know there are supply chain problems and delays are understandable but 6 months?! What is the benefit of having a store if you are not selling what you show?

Leesa Eichberger

While the staff at the SM West Elm store are lovely, once you order something, good luck getting it. I ordered furniture for a home office in June, with a promised delivery date of the first week of August. They charged my credit card, yet did not deliver my desk until the first week of November (3 full months after it was promised), and the latest update I can get is that my sofa is coming in mid-December. On top of that, they never alerted me that my deliveries would be delayed, so I have spent literally hours on the phone trying to get updates (with every call ending with "it will be delivered later this week"). Yes, there has been a rush on home office furniture because of the pandemic, but that shouldn't prevent them from 1) accurately projecting delivery dates, and 2) providing updates if the dates change - and giving the option of canceling and refunding the money that they have had for 3+ months.

Michael Sugarman (Big Sug)

DO NOT BUY FROM WEST ELM! Sure, their furniture looks nice. It might actually BE nice. But that only ever matters if you actually get the furniture in the first place. However, after ordering the couch in September 2017 (you read that right: a full 5 months ago!) I do not have the couch. And I no longer want it. Here's why: * Does it seem reasonable to you that a very well-known, high-end furniture retailer would routinely require customers to order furniture that won’t arrive for approximately 3-4 months? No? Me either. But I really wanted the couch, so I decided it was worth the ludicrous wait. * At the end of the 4-month period, I hadn’t heard from West Elm at all, so I called them to find out when my couch might be arriving. At this time, they told me it would be delivered on Christmas Day. (Was it being delivered by Santa? I digress). However, Christmas Day the couch still was not here. I called again and was told the couch would arrive Jan. 5. * Are you shocked when I tell you the couch didn’t arrive on Jan. 5? At this point, are you also shocked when I tell you I’d heard nothing from West Elm to explain or inform me of the delay? At this point, you shouldn’t be. But it gets worse. * I began to email to complain about my experience and was contacted by several people at customer service, many who said they were sorry, but only one person offered to help and to compensate me for my trouble. * After several back-and-forths, Christopher E wrote: “I have added your order number to my follow-up folder, so that I can credit you 15% of the order total, because of the inordinately long wait for scheduling and delivery.” After disrupting, and planned to address this amount when the item was ready to be delivered. * Yesterday, Jan. 18 (I’ll allow you to note for yourself how far past Dec. 25 that is) I received a call and email that the item was ready to be delivered. Before I could even initiate a conversation about how to address all of the poor service outlined above, my credit card was charged for the full purchase price, despite Christopher’s promise. * When I contacted West Elm to address this, Jamie said they would not honor even their initial, feeble offer of 15% to assuage my anger at this entire experience. This is not the first outrageous story I’ve heard about ordering couches from West Elm. Waiting 5 months to receive an item seems absolutely unacceptable, but then not honoring the promised (and measly) 15% discount is just egregious insult to injury. Do not order from them unless you’d like a similar experience. Now, look at the invoice I received for a couch I have already cancelled due to the above. Look at the delivery date: