Placed an order 5 months ago and i was told it wouldnt be in until August. I was charged the full amount on my credit card on June 22. It is now July 29 and I havent heard a word from customer service. I called customer service and was transferred 3 times before i was told that 2 pieces were at the Detroit distribution hub but the last piece hasnt arrived and they cant tell me when it would arrive. Apparently they charge your credit card when the order is shipped but that it has to go to 3 different places before it reaches its final destination.They have all my money and I dont have a clue when I will get my furniture. I will never deal with this company again.

After waiting for our table for 6 months we finally received it. We were so excited to finally have a table that both of us liked and fit the decor in our home. Upon unpacking the bottom of the table, we found it was already opened and used. It was missing important pieces, plastic and foam were just thrown back in AND it wasn’t even the correct bottom to our table.I tried contacting someone at the store to resolve this simple issue and instead I received the wonderful work around treatment of waiting on the phone for over 20 minutes before I hung up and called back. After calling back, I had multiple people ask to help. But they too dropped the ball as the other 4 employees did and could not help me resolve the issue or help me reach any manager. One can only be put on so many holds before you give up on the company and management before you leave a junky review.Since I tried my best to contact you guys to resolve this very simple issue in an adult manner. I feel it is only fair for you to do the same.Sorry I’m not sorry for this review.Sincerely,Chris…AKA Karen

I went in to west elm feeling indecisive on what fabrics to choose for a sectional. My salesman Lorenzo was beyond patient and extremely knowledgeable about the different fabric selections. He was honest and helped me choose one that will be suitable for a family with kids. I appreciate how many swatches he brought out. It took a bit to decide. I’mCalling back to place the order this week. I just am so grateful to have such a kind a patient person helping. He never once rushed me. Not pushy just patient..and making sure I was getting what would work for my family 😊He’s made shopping there a very comfortable experience. Thanks Lorenzo!! 🙌🏽

I am very upset. I ordered a rug over a month ago and I received an email today saying do to a pricing error they can no longer fulfill my order. I called customer service and they said there is nothing they can do, the vendor won’t honor the price. WHAT? Then West Elm should honor the price. I have a table and a chair that says “ready for delivery” so I call today to schedule an appointment and an extremely rude woman said “the Detroit hubs are closed everything is getting shipped to Columbus Ohio” and before I could even ask a question she hung up. So my furniture is ready to be delivered and it’s IN MY STATE but they are going to ship it to another state and I have to wait how long? This is the worst customer service I have ever experienced. Get it together.

Exceptional shopping experience with huge selection of options and gracious support!

Very disappointed with your business! I bought on August 6, 2021 a media console you have in stock, you gave me August 15-30 delivery time, then you change it to August 30-13 and know you scheduled my delivery for September 23rd, I paid more than a $1000 for this pice of furniture and is ridiculous yo are going to delivery 7 weeks later! Is not fair, it’s just not correct how do you lied with your delivery times in you webpage. I wish I can cancel it, I don’t even enjoy it the waiting to get it, I am just very frustrated and disappointed, never I will be buy nothing from you again.Order #312183748648Belinda Gonzalez

I was sold an opened box item with the wrong lamp. I was not provided free shipping for the right lamp so I went to Crate and Barrel. The cashier was pleasant though.

We ordered online in November a custom made couch, coffee table, and entertainment cabinet. The order took until April to be delivered and the couch was damaged, the coffee table is still missing, and the entertainment unit was delivered without shelves. For the prices we have paid for this furniture the experience has been a disaster. Avoid this place like the plague.

Sale team so friendly and helpful. Thank you

Truly the worst experience I could have possibly had as a new homeowner looking to furnish my house. My wife and I have called them (without exaggeration) 10 times and our items which were ordered in October are still no closer to being here. Every call we are given a different answer, no exact delivery. No idea even if our items actually exist in a warehouse somewhere or are being made still.Truly a disaster of a business and does not deserve anyones patronage.

Horrible customer serviceHorrible customer service! They lie about lead times and you have to stay on hold for hours to talk to someone! On top of that the majority of the reps dont know what they are doing!

If I could rate this zero stars I would. I have never seen an awful customer service in my life. Shipping is a nightmare. I ordered a living room set from the store thinking it would be easier to deal with in case of any issues than the online store. I was so mistaken both are bad . My store assured me I will get my pieces by Thanksgiving, it’s almost Christmas and I still have an empty living room. When I called the store to inquire about my order the lady who answered me told me to call the 800 and they have no control over shipping. Long story short after spending hours over the the phone over the course of 3 weeks trying to Understand the mess in my order as everything was super delayed being shipped to Ohio warehouse instead of Detroit. II STILL have no clear answers . The agents on the phone are nice and helpless, of course I asked multiple times to speak to management, all they can do is take notes and send emails asking about the statues basically even when you call them they have no clue what’s going on . I get promised by multiple agents that they will follow up with my after getting info, none of them do and I’m sure the reason is because they don’t even have answers. I get promised management will call me still no call from anybody. I will never ever buy from this company ever again. This is the first time in my life I ever leave a review so you can imagine the frustration I’m in.

Same experiences others have had with online ordering (not with the actual store): I ordered a carpet on 12/20 and got an order confirmation saying it would arrive between the end of December and early January. I called customer service multiple times throughout January and February and got conflicting information, and the estimated delivery date kept changing, from January to early February to late February and now to late March. UPDATE: I did get my order at the end of March. The timeline wouldnt have been insane given general delays during covid but I wish the original estimate I was given had been more accurate. That would have been less frustrating. Bright side: West elm did send me a small credit to use. Another UPDATE: Im now dealing with the same issue with Pottery Barn, with which I know West Elm is affiliated. when I placed the order originally, I got an estimated delivery date that was quite a ways out, so I figured they had their act together more and were giving me a realistic timeline this time. Nope - Ive since had two separate updates about further delays. It looks like the item will now be delivered 6 months after I ordered it, if the latest estimate holds up.

Note this is from an online order not directly through the store. I ordered a couch back on August 9th, 2020 and I still have no date on when it should arrive. I have talked for hours on the phone and through email without any avail in fixing the problem. They still dont have a date or even know where the couch is. I am beyond frustrated at this point and felt I should share with future customers how absolutely absurd this whole experience has been. I wish there was somebody at the company that would be able to offer me some guidance on what can be done to remedy this issue.

Rating for online order. Expected delivery dates on website are fraudulent. They said 3-4 weeks until I PAID and submitted my order then expected delivery date quickly changed to 5 months. It’s been 4 months and today’s email just pushed delivery date back 4 weeks. Will not shop from West Elm again.

I placed an order 1/15 and since then have gotten 4 different delivery dates ranging from 1/25/2021 to the beginning of March. And even that is an estimate and may not be accurate. The item was not indicated to be on back order when I placed the order, and is still not showing as back ordered if you attempt to order it online. Every customer service rep gives you a different answer and the same customer service rep can look at multiple systems and give you multiple different answers on when I should receive the order. I’m very disappointed with the level of service and will not order from them in the future.

As some others have, my experience with West Elm has been beyond frustrating, nothing I’ve ever experienced before. West Elm sells you expensive pieces of furniture but once you’ve given them your credit card info and they’ve charged you, be sure that you’ll never know when your items are going to arrive or where they are. They claim that they do and that they talk to their local delivery company but they don’t. The local delivery company is the first to tell you this. Ryder in Detroit MI told me as much. So you end up waiting and calling and waiting and calling until you get blue in the face. Do me a favor, save your sanity. West Elm is not worth it. In the end, I can confidently say that I will never ever consider buying from them again.

As with other customers, I having been waiting for buffet to be delivered since beginning of January. Customer service was not helpful when I was inquiring about my order. Every time I put my tracking number in on line to check, the buffet delivery time keeps getting pushed back. Customer service doesn’t seem to be helpful or even care!! Also customer service said it was on the way to next location!! Was not! Beware!!! NEVER AGAIN!!

Amazing place with plenty of high class furniture. The attention wasnt the best though 😕 (nobody was rude or anything, but simply no one offered help)

Note that this review applies to an online purchase, not in-store. First-time customer. I placed an order for a 9x12 rug on 9/25/20. My card was debited the next day. The order tracking estimated delivery to my home by 10/16/20. Going into the purchase, I was very aware of possible shipping delays given the pandemic, but at no point during my order was I told to expect delays. As the estimated delivery date approached and the tracking info showed the order had yet to ship, I reached out to customer service to inquire and they told me I was misunderstanding the tracking, and that the 10/16/20 delivery estimate referred to when the order would arrive at my local delivery center, at which point they would reach out to me to schedule the home delivery. I rechecked the order email Id gotten and it most certainly estimated delivery to my home by 10/16/20, not to their delivery center. I was a bit annoyed considering the only delivery option they offered for this item was in-home delivery costing $150. But I was really interested in this rug, so I tried to tough it out. Over the next few weeks I contacted them a few more times, and, to be fair, they did offer to reduce the shipping cost. But at that point it wasnt about saving a few bucks, it was about getting my order. On 10/29/20, my order tracking showed that my order finally shipped from their warehouse in NJ. Fast forward to 11/18/20 and theres no further tracking update...so somehow the order hasnt made it from NJ to MI in 20 days. At that point I contacted them for a refund. They told me they couldnt refund me until the order arrived at their delivery center. I decided to dispute the charge with my credit card company. Only after telling West Elm that I was disputing the charge did they offer to refund my order. And its a shame, because the item was exactly what Id been looking for.

If you order something from them keep in mind that you would have to wait months for it. Do not let the delivery windows fool you. They are completely made up and inaccurate. I made an order for 3 sofas back in October, and they said it would be delivered between Oct. 26- Nov. 13. It is now January 5, and I still havent received my sofas. Every time I call they apologize for the inconvenience and tell me that they will follow up with it. Been hearing the same thing over and over for two months. I would have been more understanding if I were given a more accurate delivery window, instead of being promised a false one. One star for inaccurate delivery information.

I have had a truly horrendous customer experience with west elm. They lost my item and despite calling on three occasions they have not been able to expedite a new one. Please please please save your time and do not order any furniture from them.

As many others mentioned, be wary of their estimated delivery. When ordering part of our decision process was based on the fact that the product we were interested would be shipped to us in the next 2 weeks. It’s been 4 weeks and we still haven’t received a shipping confirmation.

Horrible customer service. Rude and unhelpful.

AWFUL shipping and handling!!! Even free shipping has far better ETA and tracking system!! I ordered in August from the west elm store. The estimated delivery time has been revised twice since then with no shipping progress in the tracking system !Customer service states that they are trying to locate the trailer that is carrying my furniture which has been already shipped from the vendor on Nov 3rd!Now today customer service asked me to call the west elm business center who can further assist me and they are saying they will email the distribution center to find out more information and west elm will compensate for the inconvenience! West elm has now moved the ETA to two more weeks!!! I am so much disappointed and frustrated in West Elm for not handling the logistics efficiently:(((

IF I could give this company 0 stars I WOULD! it was probably the worst experience ever! My husband and I first ordered couches for our home one came in on time and the other one stated it was in stock. Not only was it delayed 5 months but they kept charging my husbands card. we ended up just canceling the couch. THEN I DONT KNOW WHY i took a second chance and gave them the benefit of the doubt I am expecting this next month and ordered a Crib and and Changing table/dresser. My order was delayed 4 months. On top of that they had agreed to give me a price match for the dresser because it was cheaper on pottery barn kids. The lady specifically told me I will not be charged until all items have been shipped. I had double checked and asked her because of our first time mishap. After 5 phone calls and many back and forths they were finally ready to ship my items. The day everything came my dresser had not. THEY DIDNT KNOW IT WAS IN TWO PIECES THEY KEPT TELLING ME EVERYTHING WAS SHIPPED. FINALLY when I did receive everything turns out they charged me back in November when the lady clearly told me they wouldnt until they ship out my items BUT I was charged every MONTH THREE different interest charged that equaled to a total of $254 and when i called to ask if they can do anything about the charges the lady told me to contact my bank! If I hadnt been presistent about the charges and to speak to a supervisor after another hour on the phone I finally was able to get it back! SAVE YOUR SELF THE TROUBLE and DO NOT shop with any of these companies your better off going to buybuy baby or target which is more occommodating and CHEAPER. No one knows what they are doing and scheduling has employed people with attitudes. please again save your self the stress.

West elm makes beautifully designed furniture, but the actual quality of furniture is average. The worst part of the company though is the shipping. I ordered numerous furniture items at west elm. I was told it would arrive on a certain date and received an email a week later that it was delayed for 3 more weeks. I reached out to customer service and they said that was a mistake and should receive item at the end of the week. At the end of week, I schedule delivery and took the day off work when they were going to arrive. I received a call the day before in late evening that they don’t have item now. This was 14 hours before item was going to arrive at home. Now they’re telling me item won’t arrive for another month, but they’re not sure. So if you have a few months (maybe) to wait for your furniture and can drop anything at anytime for them to arrive then maybe west elm is for you, but I would use any other furniture store and will give you better quality furniture for the price and will actually arrive when they say.

Worst customer service ever! I ordered items in September 2020! Haven’t got them yet! It’s February 2021!No one at westelm or the shipping company cares. Very frustrating. Awful experience.

1star-This West Elm location does not handle online returns. There is no indication on the door or online this is the policy, so it’s disheartening to find this out after I’ve driven all the way here. Now I have to pay for return shipping which mind you is because the customer service rep coded it wrong. Less than thrilled for the circuitous process they’ve put me through all because they messed up the initial order.Note, the front door is locked and you need to enter through the back entrance.Only reason for a star is because the in store selection is vast and the lady at the front was nice enough to offer a return box.However given the slew of recent negative reviews for this place, I’ll be avoiding it and suggest you do too.

Beautiful design...terrible service & delivery. Avoid buying furniture here.I ordered new bedroom furniture that was scheduled to arrive late October 2020. I’ve now missed thanksgiving, Christmas, and New Years without the furniture. Every delay imaginable has happened and customer service is non existent. They just keep extending delivery times and saying “sorry”. 30 minutes before my furniture was set to arrive, they called and said they would have to reschedule delivery. Weeks later, I still don’t have a delivery date. I expected much more given the amount of money I spent on these pieces.Had I known that a “4 week estimated delivery” really meant a 13+ week delivery, I would have went with another company. But the lack of communication and resolution are the real reasons why I would never recommend this company.Still don’t have the furniture...Update: after a few more weeks of broken promises I canceled my order. One good thing is that they gave me a full refund within 5 business days. But I just wasted 5 months waiting on furniture that had a 4 week estimated delivery date.

Extremely disappointed, my service rep Michael was great, in store service was great but the execution has been extremely poor. We purchased several pieces in October with delivery dates ranging from November 6th to December 31st . We are now looking at an expected delivery date of February 14th- 23rd. We purchased the pieces that were labeled In Stock on the website. We feel proper expectations were not set at the time of purchase or throughout the process

We ordered a light fixture online on November 27th. The next day it showed that it wouldn’t be delivered until mid February. We called that day and spoke with a customer service agent to cancel the order. We then ordered another item that would be here in a more timely fashion. A week later the original light fixture was delivered, the agent never cancelled the order.We then began a return on this item which we had to now haul to the ups store. There were two boxes and the west Elm agent told us to just print the return form twice. This did not fly with ups. Fast forward to the end of December, a month after the original order, I called again since we had yet to receive a refund on our credit card for the item we called to cancel on November 27th. The agent told us the item returned had been received by west elm on December 15th and it would take up to 14 business days to process a return on our credit card....fast forward to January 11th and we have still not received a refund on our credit card. I called yet again and the agent said it should be refunded the next day (today) and it still hasn’t and or credit card bill is due causing us to pay an additional $230 on a credit card bill that we shouldn’t have to pay. 6 weeks after our initial order and this debacle is still not resolved. Suffice it to say this will be my first and last order with West Elm.

This is a nice big store but hard to find parking and get to. I tried to return an online order here PER THEIR WEBSITE but they wouldn’t take the return. Sales ladies were very uppity and rude. West Elm in general doesn’t have a good CS reputation and this place solidified that perspective. Shop elsewhere if you have a choice. The store in Chicago is sooooo much better.

Purchased the Pharaoh 9x12 rug and it was beautiful to look at. However, after trying to clean the rug, all spots touched by clean warm water turned YELLOW! I called several rug cleaning companies and they explained that viscose is the worst material for rugs. It is not easily cleaned and when having a professional company clean it, you must sign a waiver because it will likely change the color/texture of the rug, with no guarantees of getting out the stain. I was shocked! To spend $1,000 on a rug and then it be ruined from WATER was in my opinion, not a quality rug. We contacted West Elm and they gave their apologies for the issue and lack of disclosure about water on the rug, and did nothing else. You can spend top dollar at many companies that will appreciate and value your business, don’t do it at West Elm where you and your are unappreciated.

Not the most welcoming place but its nice to see stock in person.

Worst shipping / customer service!I order a dresser in early November 2020 and haven’t been able to get a ETA on delivery! They keep delaying it and now they are telling me they are unable to provide a delivery estimate! I’m very disappointed! Never buying @ West Elm again!

Ordered a table currently in transit for over 1 month. Completely rediculous company!

Was there with other family members that were shopping for furniture. Very nice selection. Great staff.

Dont understand the negative reviews--the staff (Thea) was extremely helpful in selecting the right items for our family, the product selection was wide, the deals were good, and the COVID protocols kept the store from crowding. Worth a visit!

My worst experience in buying furniture! we put our order on October and after more than 4 month we have only received half of our order. Our order supposed to be delivered in November!!! Their delivery company says they can not find the rest of our order in their warehouse and when we call West elm they don’t help! They don’t care about their customer satisfaction!!!

Friendly staff and a lot of furniture on display. Quality furniture as well

Nightmare on West ElmWe just bought a new house and need furniture for four rooms. We walk in for our 1:30pm design appointment. We are “greeted” by a woman who says “do you have an appointment”. Yes, at 1:30pm. She walks away, comes back and says, well Michael has until 2:30pm. Fine. We go meet Michael. He’s clearly taken off guard (not his fault I guess?) and he asks what we’re looking for. New England/Modern for a 1930s home. “Oh, we don’t have that here, but we can look around I guess”, curtly. Hmmm... no thank you. I will take my business elsewhere. I should have trusted the two star yelp review to begin with. When Wendyl started this store, it was lovely. Sadly, it has gone down hill fast.

Love west elm, and the interior designer, Susie, that works at this store really helped us out...Aside from that the staff is snobby and will pretty much thumb their nose at you if you aren’t decked out in your Sunday best. Which is funny, because they still work in retail.

If you think you’ll be getting your couch on time, THINK AGAIN. Do not listen to what the website or the sales reps tell you based on estimated timeline of delivery. My sofa had been delayed three separate times before a Vendor had even processed the order, which West Elm has zero control over. I was made aware of this lack of control through their customer service reps, who were also not helpful considering they had no clue when a vendor may process the order. Once my sofa had finally arrived at the delivery center two months late, there were no available appointments for delivery for another 3 weeks. All in all, the transparency of the manufacturing and delivery process were horrid.

Ordered a sectional sofa, entertainment center, floor lamp, coffee table and table lamp. One piece of the sectional was slightly damaged so the delivery people would not deliver any parts of the sectional. Delivery notes said client denied the merchandise, which was not true. Was not given the option of accepting the other two pieces. We were told the furniture would be assembled. The delivery people did not assemble completely the entertainment center. The table lamp was missing the harp to attach the lamp shade. The delivery people also left packing material in the lawn. Called customer service and that was not a great experience. Shocked actually. Said we will hear from somebody within 2 days with an update. I guess I am surprised that the company is not all over this to try to fix everything that happened. They are delivering a new lamp ( because they don’t have a replacement part), but we were not told when. Totally disappointed with West Elm. Will not recommend them to anyone. Honestly they don’t deserve one star. I actually never write reviews, but this was not good.

Susie & Adam were wonderful helping me order the sofa I wanted, making sure I was getting exactly what I wanted. Made sure it was the right size & fabric that I wanted, were friendly & made me feel welcome in the store. Ill be shopping with Susie & Adam in the future. Thank you, guys!

Dont bother making an appointment because they dont honor them. This is not my first rude experience with staff here.You would think with retail struggling the way it is right now during the covid pandemic, the staff might be a bit more friendly and drop their attitude.If you want to be belittled by an irrate employee for showing up for your appointment, then this is your place.

Good customer service on phone and in person. Store associate brought up clearance rug samples from the basement as additional options for my rug purchase. Helpful, informative, and courteous. Because why go to the brick and mortar if youre going to get bad service? That was not my experience here.

Though I had a great experience initially when I bought the furniture, but the delivery of the furniture was delayed by 2 months as it was back logged and I was never informed about at the time of purchase otherwise I would never have bought from them. . We are still waiting for things that I ordered back on Nov 29th. Customer service is pathetic and keep telling your that there is nothing they can do as it was from another company. I never had any problems even with custom made furniture as most of the companies deliver it within 4-6 weeks. Most likely I am never going to buy from them just because the company is so inefficient in an era when things are delivered at home in 2-3 days, they are spending months.

So stylish and modern. I love the home furnishings. I bought these stunning throw pillows and get compliments on them all the time! It is pricey but for home decor that you look at all the time it’s worth it.

Great service. We worked with Kerry on designing and furnishing three rooms. She was so creative and very patient with us as well. We couldnt be more thrilled with how everything turned out.

There is a reason West Elm doesnt allow purchase reviews; the furniture and accessories are low-quality. West Elm is trading on its brand recognition at this point. Dont recommend.

In store service is really great but customer service and delivered products are not at the mark. I ordered the sofa set. One was ok and other was with deeper in depth and its like more than a year and never got my proper sofa. Since the store guys and product is good then was I decided to give chance and bought bedroom set and found side table got stains on it. Complaint through customer care and still nobody responded back. I still have the side table with stains on it. Please buy stuff in store other you will be in deep trouble if u get wrong hardware.

Dont agree with previous reviews about poor customer service. We drove an hour and were not disappointed, we immediately had a salesperson there for us to answer questions. Like most furniture stores.....I would rather not be followed around but it wasnt pushy. We made a purchase, picked up at loading dock. I also just made another purchase via phone and they honored the % off that was advertised online. They have been very polite and helpful for me. Very good quality furniture.

There is no benefit to you as a customer to order furniture through the store versus online. They mention that they can help with my customer experience during the delivery/shipping process, but that was not the case. The delivery dates changed after I placed my order, and the store didn’t want to look into it or provide more details other than what I can see on my tracking. They just gave me the online customer service line. I could have just placed my order online more easily. This is not how their sister companies, Williams Sonoma or Pottery Barn operate when you place orders through their stores for furniture, and I expected the same level of service from West Elm.

Very nice place! I love that independent shops (i.e 12th & Viv) can setup shop in here to sell their amazing products!

Store has great stuff and designer Michael was nice and helpful. Other than him, I had a lot of horrible experiences talking with the rest of the staff; they were unsure of return protocols and rude which made the whole refund experience truly awful.Make sure you know what you want and just order everything online yourself. I ordered a piece of furniture that was damaged when I received it. Like another customer it took me pretty much 2 months to get my refund back & god knows how many hours on the phone with customer service trying to figure out how to resolve this whole ordeal.

Sales staff was helpful on the initial ordering of my sofa. However, 14 weeks later still no sofa and not much help from the staff. I realize they can’t do much to get my order built and delivered but they should do more to let corporate know customers are having issues! A cursory “I’ll send an email to customer service” did not make me feel heard or that my complaint was valid!

Well designed furniture, unfortunately all shine with no substance. Employees will do anything to avoid social interaction/actually doing their jobs. I furnished my home at Crate & Barrel with much better customer service and craftsmanship.

Different kind of furniture. Nice and quiet exclusive.

Delivered wrong pieces of furniture that was purchased online. Have to wait another 2 weeks or longer for correct items..

Very excited that MI finally has a West Elm. Beautiful store, quality furniture and (fairly) affordable prices that fit our style.I do have to agree with many other reviewers - the service is incredibly lacking here, even after 2+ years in business. The staff is certainly aloof for the most part. Ive waited 30 minutes for a staff member to check to see if an item is in stock in the stockroom :(Other than slow/unresponsive service, the store is A+

Pray to receive everything right at first. I am trying to get a refund for 6 weeks now. Called at least 5 times, emailed 3 times and, every time I need to explain everything back again and hear “sorry, your request will be processed”. Hear mu advice, go buy at some store that gives attention to post-sale.

Terrible sales support. I waited 12 weeks for 2 sofas and 1 chair. When I inquired, I was told that the sofa would be 4 weeks delayed and the chair delayed indefinitely. The staff have no information about the delays --its a vendor issue. I was not notified of delays. Very frustrating.Other companies can offer truly custom furniture in a few weeks. West Elm only offers 3-4 fabric choices per item but they still cant delivery. very disappointing!My advice: if you find something in the store you like, buy it. Dont custom order, you will be disappointed.

Horrible customer service! An employer named Daniel picked up the phone in a mean and sarcastic response to my product needs, as well as in the store. I had a hard time trying to schedule an appointment to come into the store and purchase my desired products. Changes need to be made.

Great design, very poor quality.The veneer on several tables and chairs we looked at was peeling/flaking off...in the showroom. Not a good sign.I suppose Im just too old fashioned to view furniture as a disposable item.

Buying in-store and doing pick-up in-store is great, but Id warn against doing any home delivery option.

Absolutely awful! I ordered a basket online, returned it immediately and its been over 5 months without a credit. I have called 5 times with updates confirming & still no credit. I also ordered a wreath that updated 4 times with postponed delivery dates & requested it be canceled over the phone. A month later...now out of season, they charged me for the item & shipped it. I believe in writing positive reviews for purchases, but this has been so unbelievably frustrating, I had to share so others do not experience this.

Last weekend was the first time at west elm. Jackie was helping us so much, she spent 2-3 hours helping us with our new sofa. Jackie is AWESOOOOOM !!The store is not big as I expected, but it was good experience trying out some sofas

They are having a wonderful sale and I found a beautiful light. Our sales person was fabulous.

Echoing what many other reviewers say: overall poor customer service. Even though I knew exactly what I wanted it was difficult to find help in the front of the store. Pickup from the loading dock was a nightmare with a severely unpleasant staff member who was snappy and dismissive. Youd think $1300 on one chair would at least afford you a bit of courtesy but... not really. Nice looking, quality furniture but I would avoid the experience of going to this location if possible. I wont be back again if I can help it.

Worst experience with shipping from any company period. Ever. I don’t know how they’re still in business with the awful customer service but I doubt they’ll last long with this garbage. Save yourself and never order furniture from west elm. It’s been 4 months and the couch I ordered is still no where in sight.

Very rude staff. Not helpful or friendly at all. Would not go back. Crate & Barrel employees are much friendlier!

Horrible Customer Phone ServiceI have ordered from the brick an mortar store multiple time, but I will not do so again. They double charged my credit card and every time I call they state they will refund the error. This has been going on 6 weeks, and no refund. This is my 4th call to the 1800 customer service. I get bounced back and forth stating that the processing department will help, when I reach the processing department they state they can not help and send me back to customer service whom claim the refund will appear in 10 business days. This is a vicious cycle that has seen not resolution.

Good furniture and nice store, however terrible customer service and staff. The store manager is a joke. They act as if the were doing a favor to you. I purchased more than ten thousand dollars; and they were very unpleasant to me and my husband. Furniture still not delivered as they supposed to according to the order. I dont have high expectations about how they will fix this problem. If I still havent the credit store to get it back, I would probably never ever return to that store. Worse experience ever with sales staff.

Worst customer service ever after you order furniture. The help in the store was great but the 800# is horrific. I sat on hold for over 2 hours once. I have been waiting for over a month for a refund and just keep getting the run around. Be carefull buying anything you have to order like furniture from them!

The assistant manager, Kevin, went above and beyond to help us out!!

Nightmare of customer service experience. It took 3 months to get a sofa that was supposedly quick ship.

Love West Elm prices are steep though! You guys need a rewards program for frequent shoppers.

Sassy Shelby at New Orleans store. What an attitude.

Wendall, the manager, is truly terrific. Love him! Beautiful store with great customer service and design help!

If i could give negative star reviews I would. I purchased a table in November of 2018. I have been waiting for 4 months. They have rescheduled the delivery 3 times and i still dont have the glass top. No one follows up with me and i am constantly checking up and playing detective on the whereabouts of my table. Again they took my payment IN FULL in November and now ive lost money due to rescheduling my days around the deliveries that never came. For the last week i havent had a diningn room table to eat at which has been such an inconvenience. Ive been assured that management from customer care would contact me to make things right and i am still waiting for anyone to reach out. Avoid this company

Overall nice quality product but dont have a lot from when I was there last nine months ago.

I stopped in last week to ask questions about an online sofa I was interested in as well as to purchase a nightstand and a lamp. Susan welcomed me as I walked toward her with a big smile and a willingness to help. She was quick and efficient and also told me about Key Rewards since Im a frequent customer. I have also purchased online and my furniture has always arrived in a timely manner by professional and friendly delivery people. Best of all, my furniture never arrives damaged unlike other online stores (such as Hayneedle for example). My only complaint? I live in Grosse Pointe Woods and would love it if West Elm opened a Grosse Pointe location.

Worst experience I have ever had buying furniture. We ordered a 2-4 week couch on June 5th and it has been 10 weeks, and I still have no idea when It is going to arrive. The customer service is awful and they have a new excuse every week. There is no accountability and I have spent hours on the phone trying to get it taken care of.

Their styling service needs help. We went in because we wanted to furnish our house. After shifting our schedule around to accommodate their service, we met with them at our home. After multiple missed deadlines and broken promises, we got the silent treatment from their service and ended up buying from Arhaus. Thanks Arhaus!

Furniture is not bad, but horrible customer service, will avoid this location forever.

Terrible customer service at the Birmingham location. Drove 45 minutes to store and was not given any help. I will make my purchase online. Good luck keeping your brick and motar store open.

Highly recommend asking for help from Kevin, hes a real fireball

Very unique and contemporary furniture in a spacious store.

High end merchandise. Horrible sales staff.they treat you like your not there

Horrible quality furniture and experience. I have had endless issues with a couch I purchased from this store. The couch arrived at my house covered in dirt, when I called to complain they assured me they would take care of it and never did, and the couch is the worst money I have ever spent it is so low quality. I have purchased furniture from many different companies and this is by far the most disappointing, I will never purchase anything from here again.

Thanks to Cortney I found the right recliner and bench in the colors I wanted.

Sturdy modern furnishings at reasonable prices.

Horrible customer service. I went in ready to spend a few thousand $$ on furniture and didnt even get s simple greeting after a half hour or pacing around the store and pulling fabrics. Even after I asked a sales associate a question, they were too busy tending to paperwork to help me out. Seriously reconsidering purchasing furniture from them.

Beautiful modern furniture and great prices.

Awesome place.

Born and raised in Birmingham, it’s a shame to see how uninviting the employees are. I have spent a lot of $ at WE over the years but I will only use this store to return items bought online.

Worst ever customer service....argumentative phone staff.

I was about to order via online when a staff named Caroline suddenly hang up on me. It was very rude. this branch has a very poor CUSTOMER SERVICE OVER THE PHONE!