west elm

Siba Giba

Went to W.E store specifically to place an order on a dresser and 2 Armoires. We were told they were in stock and that one would arrive in October ‘22 and the other 2 in December ‘22 a week later I receive an email stating that the arrival date tis now in May 2023. WHat. 9 month wait. I fully understand Covid issues with Shipping but why tell your clients that they are in stock. 🤔 Terrible business model. They take you money but the items are not available. Recommend going to another company if you want items shortly.

James Hsieh

Beautiful store with inspiring display of modern and mid century modern furniture.

Sonya Scott

Went to the Broadway store midday on a Thursday to avoid the weekend craziness.Excitrd to buy my new sofa. I went knowing the sectional I wanted, the fabric I wanted it in along with the configuration. Only wanted to try it out before making the purchase. I literally sat on the sofa for 25 minutes before ANYONE greeted me or asked if I needed help, let alone tell me about a queue I needed to sign into to on the app. (From out of town, my West Elm in the south doesn't operate that way) Finally got a representative to help me but she then got pulled away by someone asking question in passing and left me waiting another 20 mins. Finally annoyed, I went to check out with the tabletop items I gathered and there was no one at the registers, where just moment prior there was a gathering of 4 ppl. Finally after about 5 more minutes someone emerged from the stock room and immediately confronted me with condescension. When mentioning how long I had been waiting for assistance he was unbother and snarky. Asked why didn't I check in on the app. If you guys don't like your job, QUIT. There are plenty of ppl who would do a better job.

Izzet Bensusan

Dishonest, Furniture delays on multiple orders by 6 months, get ready for intense stress and frustration with the “we don’t care customer service” crew We can agree that West Elm does have good pieces to buy and pricing is descent for the product. However one thing that does not meet the eye is continuous lies around delivery. In summation - You will get emails every two weeks for extended delays with no context or phone calls - Your sales rep that told you everything is in stock will not reply to your emails or calls - You will prepay and finance WestElm so they actually then start ordering from manufacturers and you are the bank - Customer service will not help nor pick up your calls in less than 55 minute wait - There will no action or reparation you will get from West Elm for delays or being silent and why you get delayed If you find these conditions acceptable than go ahead buy furniture from West Elm, if you think it is not ok you are better off dealing with an honest firm and avoid months of deep stress and frustration. You are the customer after all and the opposite should hold true. The below are events were went through and continue to do so. We ordered multiple pieces. We specifically picked pieces that would be delivered within two to four weeks which are in stock per the sales person guidance. It turns out even when they say at the time of selling, furniture is never in stock in fact. In addition, West Elm reschedules a delivery on a continuous basis of via email with no advanced notice or anyone calling to explain why. When we tried calling back we were faced with more than one challenge. You have to wait an average 50 to 60 minutes. When we described issues they basically did not care at every single time. The only answer you will get is there are delays and I have no authority. It gets even worse, customer service is confused at all times where one gives information that it did arrive and another said it did not. Finally after several more phone calls we convinced them it did arrive. Then came delivery scheduling, they said they will hold until the last pillow comes. Eventually after more negotiation we convinced them to send the 90% of the furniture. Since then another month went by to get the last pillows. They finally arrived but West Elm being West Elm won’t deliver them before 3 weeks. The final punch line, the chairs we ordered expected to deliver end of June is now scheduled for November. And potentially might get cancelled. West Elm will blame global affairs as the cause but I am not sure how one blames rude customers service, irresponsive sales people, lack of returning phone calls and emails on global issues. Frankly if you don’t have to buy from WestElm do try to purchase from other alternatives first, otherwise buy keeping in mind that you will be delayed, you will have to make several phone calls and at times get shouted at and never be treated with civilized and human respect and care.