Staff is really helpful and kind until something goes wrong with your order, twice. Then it suddenly becomes really difficult to get in touch with employees from the store despite spending almost $2000 for a coffee table, rug, and a couple end tables. Be warned before purchasing from this store.

I was in this store for a good amount of time and no one bothered to greet me I finally asked for a help and one of the lady ask the other one to help me. She makes it clear that she doesnt want me in that store. She was forcing herself to answer my questions. I have had bad customer service experience before but this one is more like a hate. One of the most disturbing experience I had. I also feel sorry for her to have this much hate for someone she never seen before.

This was the first and probably last time this Store chain will see me.Sales clerk, couldnt care less about having items in the clearly marked Sales section with a 50% off garden and carpet items, sign. I picked 4 (2 x 2 with same print) small carpet tiles from the shelf on the wall marked with a red sign sales.Besides starting of with no friendly greeting and tone of conversation. She wouldnt acknowledge my point and kept repeating only certain items are on sale.So why do they stack them in the Sales wall?She wouldnt even offer a sorry Sir, Ill double check - or I talk to the manager or anything what would indicate any type of customer service.I left without getting the items.

I visited the store yesterday evening and was the only customer in the store. I walked around for a little, seeing no sales associates a the front door or the cash register or anywhere else visibly. When I got towards the back of the store there were 4-5 employees standing in a huddle that were hanging out. They spoke to me to ask if I was a specific person (I assume they had someone scheduled for an appointment) and when I said no, they continued their conversations. I walked around the store for 15 minutes by myself and wasn’t spoken to once, not checked on, not a single glance thrown my way. As someone who managed retail previously, this is unacceptable behavior. Not only are they delivering an awful guest experience, but they’re incredibly succetible to theft by huddling at the far back of the store and not interacting with guests. I was searching for a gift for a bridal shower, and went elsewhere because clearly they had no interest in my money.

I recently went into the store to return a wedding gift and Liz was the associate who helped us. She was helpful and even told us about how to use “send sales”. You can understand why it was disappointing and frustrating coming back into the store 2 days later to upgrade a purchase when Liz didn’t even greet us or speak a word to us while processing our return. She then handed us a paper without letting us know our return would not be refunded to our original form, rather it would go directly to store credit. In the end, Mary from customer service was able to help us fix the situation.

It shocks me to see the negative customer service reviews. I have been in the store 5 times in the last 3 months and every time I have been greeted by a sales associate, each time a different person, and was readily assisted with my purchase. Phillip was amazing in placing a few online orders and all my items were nicely wrapped and bagged when I arrived. I plan on moving to San Diego, as I just sold my home, and plan to furnish my new home with the assistance of the staff at the Alexandria store placing online orders for me. Every staff member I have dealt with has been super friendly and helpful. I can not say enough good things about this store.

I am very dissatisfied with the service and experience I received at this location. West Elm is known for great products and great service. I recently went in to inquire about an order I placed and returned an item that was sent to me with the wrong color. When I returned the item, a new order was generated for the correct color. However, the store did not honor the price I was originally given and it could only be fixed with customer service. The sale associate’s attitude was very nonchalant. The second bad experience happened the same day. The store was having a 75% off of lighting sale and sold me a chandelier shade with missing hardware. When I got home, I realized the pendant was missing the rod and electrical hardware. I contacted the store and I was told because the item was on sale, I could not return the item. The same sale associate came on the phone and said I could find the hardware at any electrical store. I searched several websites, Home Depot, Lowe’s and three specialty electrical stores. In all instances, I was told that it would be a specialty piece and specialty chandelier shades like the one I purchased from West Elm are item specific. I once again contacted customer service and I was referred back to the store because I should not have been sold a piece of lighting with missing hardware. After numerous calls and wasted time. I was given a 10% coupon toward the purchase of another chandelier shade. I normally don’t like to write bad reviews. However, given this experience I don’t want to have anyone else have this bad experience with this local store. I am sure this location makes a lot of money and my review won’t matter. However, I for one will never shop at this location and I won’t recommend this location to anyone I know.

Nothing but good things to say. I was buying a couch online but went into the store to determine what fabric I wanted. Liz, the manager, was awesome. Super helpful and knowledgeable, and I got a discount for ordering from the store rather than online. 10/10 would do again!

Great customer service. Liz was able to help me find the products I needed quickly. Would recommend this location

I would like to give a HUGE shout out to Liz and all the staff at The Old Town location. Liz has been super helpful every time I have been in the store and on the phone. Liz took the time to help us put together our dining room and continued to be helpful when we had a small issue with the delivery. We look forward to shopping there again.

BEST West Elm Location EVER! The manager Liz can always be counted on to be friendly and helpful with shopping and any issues you might run into. Ive also found every member of this staff to be welcoming, kind, and ready to help every time Ive been in the store.

We’ve been into the store several times this year, and every experience has been great. Staff always has been very helpful and respectful, in spite of the limited number working given the COVID-19 circumstances. We had a few delivery issues with an order we placed during the Labor Day holiday, but the manager Liz was such a pro and great to work with. Very happy with the items we ordered too!

I love coming to this West Elm because no one goes here usually so they always have he stuff I am looking for.

I read a lot of the other reviews and thought the customer service couldn’t be THAT bad. Well, it is that bad. I was looking at a couple of sofas and walked around for a good 10 minutes thinking I wasn’t seeing one of them. I made eye contact a few times thinking someone would ask me if I need help. That didn’t happen. I finally waited next to someone to ask them for help when they finished what they were doing. That person, perhaps a manager, was about to walk past me until I asked her for help. I was told they didn’t have it but no other follow up was giving. I said thanks anyway amd left for Joybird. Perhaps this store does enough business to ignore someone looking to spend $2500.

Staff is charming, the store is not cluttered and has a variety of unique, but not too expensive items.

Consistently aloof (unhappy?) staff. The customer seems to be more of an annoyance than anything. There are exceptions and they *really* stand out.Basic training would go a long way: greet customers when they come in, acknowledge customers when they are waiting in line even if you cannot help them right away. It really doesn’t take much, and would change the entire experience.

Loved my experience here everyone ❤ was so helpful here!

Beautiful location but terrible staff. I was in the store for at least 20 minutes and no one spoke to me. Go to another location or order online. It’s not worth spending hundreds or thousands of dollars when in an empty store with 1-2 customers the employees can’t bother to say hi.

I don’t think West Elm is all bad. The variety is really nice. The quality appears equally well. The store makes you want to browse. My issue is the extremely high shipping cost. Not to mention some of their items like rugs are just over the top high. Then the return policy is slanted so you need to be careful if your purchasing a very high ticket item. I had a very good experience over the phone when I called and had a product question. Then I followed up an went to the store and received again a very good experience. When employees don’t greet and welcome you and have a rudeness with their body language it turns you off. I didn’t feel or see that at all. As much as I enjoyed walking around the store and saw a lot of things I could use, I decided to to go Home Goods and was able to find a really nice rug that was only 250 vs the 899 price West Elm wanted. I’m not objective to returning to West Elm to purchase some accessories. For me I’ll probably never order anything from them because the shipping is outrageous so if I can’t buy in store I just won’t get it.

Horrible service & very hostile is like you are bothering them when u come in or ask if they are open. You think that during a pandemic they would be more costumer service oriented. I would not surprise if they close this store in the near future because of the service. Go to the DC store better selection n they actually have people that want to help u

Nice selection and wonderful store layout. Unfriendly staff. No one greeted us or said hello. They all looked like robots with no emotion.

Im giving this three stars because I love the merchandise and because the customer service has been wonderful in terms of being pleasant and reasonable and easy to deal with. However I ordered seven monogrammed trays and they got all of the Monograms wrong. They kindly let me return them all at our nearby West Elm, but only gave me credit for 6 so I had to go back to get credit for the seventh one. All in all a frustrating experience but the personnel made it tolerable. Whatever you do, dont order monogramming!

When I moved to Old Town I was so excited West Elm is close by but I have to agree with other reviews unfortunately, customer service is not good.Every time I come in, including today (this was my third time), I wasn’t acknowledged, asked if I need anything specific or helped. I understand everyone is stressed, it’s sale, pandemic and what not but for the price you are paying, you would expect better service.

I recently purchased a table with the brass cone shape base and a 48 marble top. To eliminate wait time for delivery, we opted to pick it up at the store. We also wanted to save $185 delivery fee-almost 20% the cost of the table. When it arrived at the store, we got a call about the dimensions of the two boxes. After measuring our RV, the boxes would not fit. We quickly scheduled West Elms delivery truck to bring it to our home. The delivery service then called to say they would not deliver it because they werent insured for the weight, even though it was on the truck. Hunter, at West Elm, called them and they eventually delivered it. However, they did not unpack it. For $185, they should have taken it out of the crate and large box, put it together, and kissed my ring! I was told that if we had waited for the order to be shipped, it would have been somewhat cheaper and they would have installed it with a special service you can opt for. All of this is to say: ask questions about West Elms delivery policies. It is very complicated. Although I was told this had all been explained to me at the beginning, I dont recall any such discussion. other than knowing from the website that the delivery was $185.

Always my decor store

Very welcoming sales associate.Good display

West elm does not keep the promised delivery date. They are right now a month behind. Totally unacceptable way of doing business. On top of this misserable situation is the worst customer service that you can have when trying to accommodate a uncomfortable situation. I bough three harmony sofas 20 days ago and maybe if I am lucky it will arrive in two months. We careful with them if you are planning something and time is sensitive. They will not deliver in any aspect. Shame on West elm, never will buy there again.

Horrible customer service and poor quality merchandise!!

If you want to buy then furniture, please DO NOT buy anything. Not necessarily to this store but to this company. They have the worst delivery system ever. That’s why they cannot afford to have reviews in their website! They just the worst.

I just ordered a couch over the phone to be shipped at the store in order to avoid shipping charges. Brandon, the GM was super nice and helped me a great deal while the Mosaic store said this couldnt be done. Definitely recommend this store and the staff there!

Better off shopping on-line or at the DC location which is more diverse and friendly. The customer service at this location is terrible.

Had me on hold 30mins while looking for a table before I hung up and called back. Sam (the manager) said they are really busy and asked if I wanted her help or not in a rude manor when I mentioned someone was already working on looking up inventory for the table and that I was hoping they could update me before starting the process all over. I typically shop at a different West Elm and they didn’t have the table in stock but mentioned Alexandria had 4. I mean to have 4 supposedly in stock and to call and they don’t have any is also disappointing. Complete waste of time!

Fellow customers: please dont but at west elm. This is a scamy store, that promise something at the moment of purchase and then you get nothing of what you expected. When you complain, doesnt matter how much time you spend explaining the issue, they give you nothing as an answer and just ask you to call again later. Arlisa is the name of the supervisor that I had to interact with - all the conversation has been completely unacceptable. I will never buy anything here again.

Walked in with my boyfriend on a Sunday afternoon with every intention of buying a couch that day. Not a single team member spoke or made eye contact with either of us after over 30 minutes of being in the store. Very glad we didnt spend our money here.

Beautiful store and excellent customer service!

Great pieces, staff is friendly, but slow response to get what you paid for have to do a lot of follow up

Great ppl work here

Beautiful showroom, not very much selection however.

In my experience items are always delivered over a month late and missing pieces when they arrive. Stressful experience.

Excellent