Its hard giving West Elm one star because the individual sales associate at this store was wonderful in helping us pick out and purchase a couch. The issue came when the corporate West Elm/customer service came into the picture.Our couch had the legs sewn in to the wrong side of the couch so they were unable to retrieve them during delivery without ripping apart the upholstery on the bottom. Thus began a four month ordeal trying to get the correct couch legs delivered.Three separate encounters with customer service from January to February I was told they had been ordered. At the end of February, another customer service agent told me there was no record of this occurring.In March, a medic team came to look at the couch (because apparently the pictures, customer description werent enough). It didnt help there was no clear continuity from one customer service agent to another. I had to resubmit pictures. Explain the situation over, and over, and over.I could write a much longer, much more in depth review of my experience with West Elm, but let me summarize it for you:1. Good in-store experience, but for the price of their merchandise, their customer service is inexcusable, and the worst Ive ever encountered.

A lot of bad reviews seem centered around the height of COVID, where staffing all across the US was in short supply. Knowing that items are delayed and back ordered and everything else, I have simply chosen to always speak to the employees here like they’re humans with feelings and I have found that if my items aren’t arriving in a timely fashion, I am able to be refunded quickly and cancel the order. Or if something catches my eye in store, they’ll happily track down whatever they don’t have in stock to ensure I get my items sent as quickly as possible. I needed a few things by certain dates, so I only asked to see and purchase things they could guarantee would make it to me by the dates I needed them. It’s kind of amazing what being kind and respectful and to retail employees will do for one’s experience with a retail company. I communicated clearly with them, they communicated clearly with me, and we’re all going about our day happy to not have to deal with an unnecessarily stressful interaction. We’ve been getting a lot of furniture & lighting for our new home from this location and online to pick up at this store and so far, so good!

Gorgeous showroom of modern decor. We remain big fans of everything we have purchased here.

The Sectional couch that we purchased is comfortable enough and stylish. However, the fabric is TERRIBLE! We had it for about one week before it started to pill considerably. Their customer service is super hard and confusing to work with- ie one person tells you something different from the other person- like a completely different set of information. In the end after multiple emails and wastes of my time, they told me they could not order the replacement fabric because they weren’t sure of the SKU # ? Really?! So I had no recourse but to wait until they were able to figure their issues out and they decided to send this complimentary de-pilling device (twice because they messed up the address 🙄) and that, like their customer service, is completely useless. So moral of the story- if you just need a couch to look at and not sit on then this is the place for you!

Gorgeous location and store, many items were clearances priced. Staff helpful.

I am beyond disappointed. I ordered items back in Nov and they have switched my delivery date 3 times already. Now my items have been pushed out to April!!! 5 months?!?!? Come on!! If you are spending money on higher priced items you would expect faster shipping and premium service! I am so upset. I really liked West Elm and even opened up their credit card. I will not be shopping here again! Do NOT place orders with them online!

This isnt really a furniture store. They about 6 kiddie sofas and beds. The rest decor, linens, dishes etc. I felt like I wasted my time going there. This is like an upscale Big Lots.

We bought 6 chairs for almost $2000. $160 shipping and handling plus $60 delivery charge. They left the chairs on the driveway this morning when it was still snowing.....no pnone call, no message...When we called to ask why their customer service blamed UPS....said they would file a complaint on our behalf with UPS. Please note that they chose UPS as a delivery service. No intention to refund the absurd S&H charges.....Last week we bought similar items from CB2 for another room....They had free delivery and assembly....Pick wisely. I will not buy from them again.By the way, I attempted to leave a review on their website.....Impossible, there isnt such an option?! Like they are scammers?

If I could give this store “0” I would. They don’t care at all about your orders. I had the worst experience with them.First I ordered furniture for one of my bedrooms in September( SEPTEMBER). I am still waiting for the dresser! Good job guys! Second, I was so naive that I ordered another set for another bedroom in November. I just got an email that delivery will be in February!!!!!!! FEBRUARY!!!!!!! Stay away from West elm. They don’t care.

A very nice, clean store. The layout gives you ideas how items could possibly look in your home. My favorite was the local section that had Cleveland, Ohio themed merchandise.

Three employees working here and all three were engrossed in conversation amongst themselves. Just order online if there’s something you want from here.

Great furniture. Great staff always looking to help.

This company is trash. My boyfriend and I have now purchased 5 different items from West Elm- 3 of them arrived defective. Both lamps we ordered arrived with shades that hung crooked, the dining table we ordered arrived with small dents and a big chunk missing from the leaf. We were offered $25 store credit for the one lamp and a replacement, and for the table we were offered $180-a table that cost over $1,000. Clearly this is a company that has a pattern of poor quality and poor customer service. DO NOT BUY THIS OVERPRICED GARBAGE.

Asked the sales associate if she worked there .... responded with a snarky “ I hope so”...Inquired about a table and she told me to look on line ! Why have a store with associates if they tell you to look on line?? She was rude and didn’t want to be bothered !!!!

Avoid shopping here! They pride themselves on being a furniture store yet their furniture is terrible quality. They do not offer in store pick up for any furniture pieces so you most pay the $200 shipping charge. This is robbery. I purchased a couch (terrible quality, fabric pills to no end) and now need to buy another piece. The add on piece is $400, shipping $200. The workers here never offer to help and are uninterested when asked to do so. BAD BAD BAD

Fantastic store, I love it here!! Emoni recently helped me purchase new living room furniture, and she got me set up with a west elm credit card so I could earn rewards. I already used some of those rewards to purchase a new coffee table, and I was back again today to spend the rest of my rewards. Emoni was a big help again, and a pleasure to work with. The excellent customer service will keep me coming back here. Thank you west elm and Emoni!!

We love this store. Lauren, Lauren and Michael are always so helpful. They go to the end of the earth for customers in making things right. The style of furniture and housewares this store carries is such a wonderful addition to what Northeast Ohio needs more of.

Love the gorgeous mid-century modern vibes at West Elm. Pretty pricy store though.

My sister ordered a gift card two weeks ago, paid for fast shopping, still hasnt received it. The web site still says processing.. she had attempted to call three different times only to get a complete run around... after the 4th call she was mad the lady on the phone cussed at her and hung up on her She has yet to get her money back.

Staff is totally incompetent. First and last visit to West Elm for the rest of my life. Not only were they slow with only one other person waiting for help but the staff was rude and did a horrible job packaging my purchase. I would rather save the money and go to TJ Maxx. Clearly corporate needs to pay for better staff because that was pathetic and I will be telling everyone I know to avoid this store.

Cozy decor and good service, even if a little expensive.

Absolute worst, uninformed, customer service people. I ordered a table on March 3rd, supposed to arrive April 3rd. Its May 6th and not one person ( I spoke with 8 people) can tell me where is. The last call I made, I was waiting 59 minutes for someone to pick up before I finally gave up. I will never order anything from this company again. I have no idea if I will have a table for my party on Memorial day.

Modern, clean but the items I wanted to buy were on display, but werent in the store for purchase. It was possible to get online but since it was for gifts that I needed the next day, I just wanted my time. And it was really expensive to park my car so I could find that out.

Contemporary high-styled furnishings. A bit retro looking, nice for those who havent lived it.

Such a great store, such an uplifting vibe and incredibly helpful happy people working there!

The best place to go for anything you need. Multiple stores, and tons of food and shopping.

I applied for their store credit card twice. The first time I never received any response. The second time I got a letter from Comenity bank asking me to call and verify some details. I called FOUR times and the last time waited for an HOUR AND FIVE MINUTES AND NO ONE EVER ANSWERED! Really Comenity? Is anyone even working there? West Elm you better ditch these losers because they’re ruining your business. I’ll finish up my shopping at Crate and Barrel where you can actually get a human being to help you.Helloooooo West Elm! You listening?????

Nice store, friendly staff, just didnt find what we were looking for.

Friendly staff. Nice store and location.Abby was helping us so much !!

Staff are kind and very helpful, they dont follow you around the whole time but they do make sure that you are comfortable roaming around for what you are looking for if they need to help you, absolutely wonderful!!!

Mostly mid century modern decor -

Great place to find unique decor!

Who knew there was so much veneer in the world!

Best place in town!

New store. Very busy. Understaffed. Waited an hour to try to purchase a chair, but couldnt get any help.

Expensive