Very poor quality. We purchased the Axel 89 Leather Couch in Dec. of 2019. The leather on the couch is peeling off. Weve owned leather couches previously - we know how to care for them and love them due to their durability. I contacted West Elm to discuss and was told they could do nothing as its been over a year. Further suggested that issues, if they are to occur, happens within the first 30 days. Would that suggest that peeling leather is somehow acceptable after 18 months? Do NOT purchase furniture from West Elm - very, very poor quality.

We decided to purchase recliners and a sofa from West Elm. However, we wanted to sit in the recliners and on the sofa before spending $7000+ on the furniture - and we live 3 hours away from the closest store. I called the store on Saturday, April 3 to see if they had the furniture and if they would be open on Sunday - Easter. The young woman said they had the furniture and yes they would be open. I commented that it was Easter Sunday and some businesses would be closed. She said that they would be open from 12-5. We drove 3+ hours, arrived at noon only to find out that in fact - they were closed! I encourage any prospective customers to shop elsewhere. The customer service is the worst Ive ever experienced. How hard would it have been to find out the correct information? My husband has a bad back and because of the 6+ hours in the car - which got us nothing - hell now be in pain for the next couple of days.

Met my wife over here to look at furniture after a workout. I guess we were prejudged as a result of my attire, because there were sales people standing around that didnt seem to want to help us. Its 2021 and it seems like snooty places like this seem to still have an uppity attitude based upon appearances, regardless of what youre there to purchase. I guess unless youre wearing Gucci or Prada dont bother going here.Ending up dropping like 10k on a custom Lovesac sofa instead so whatever.

Terrible customer service. I ordered and paid for a couch and chair on September 6. Today, its December 20. The orders have gone nowhere despite them taking my money. There has been zero action since the order date, and zero correspondence from West Elm. I know its COVID but this is inexcusable. Other companies can still figure it out with minor delays. I bought furniture in Sept so Id have it well in time for the holidays. Now, its looking into next year with no clear answers. They have chat for design but not for customer service. That says it all regarding their customer service. Cool stuff, but shop elsewhere. Update: when nothing arrived by March 1 I canceled the order. Really disappointing.

They have really attractive furniture. They are constantly playing bait and switch games with pricing. Their furniture is never worth paying full price. Quality is questionable and they dont back their products. Theyre customer service is friendly, manipulative, and shady. My couch cushions literally disintegrated. Their response was to send me to a furniture repair site. Cool looking furniture; horrible and untrustworthy company.

Horrible service always send broken items and never give refund dont waste your money.

It was almost like the staff here in Boulder went out of their way to NOT help me! I watched and browed as they asked everyone else around me if they needed help, as I would get close they would walk the other way. I guess I’ll make the drive to Cherry Creek or just shop online from now on.

Waited close to 7 weeks for delivery of our crib. They claimed they lost it. Really? How do you lose a piece of furniture? This was very disappointing given the price and shipping costs. I grant two stars as they did refund shipping but We are in Boulder, CO. Not really that remote. Overall We had a newborn and no crib.

Wish I could give this store zero stars honestly. We arrived at the Boulder location with our children and were told that they may be at capacity by the designer, Anastasia. I then asked, you may be at or you are at capacity? She then was EXTREMELY rude and said we are. I took a quick look around the store to see maybe 13 people MAX. I then said, because I had called the store prior to driving over 40 minutes to this location to find out capacity regulations and guidelines that the pre recorded message informed that 35 were allowed in the store at any given time, I was under the understanding due to your recorded message that 35 were allowed at a time. She then said that wasnt true, so I asked what their capacity was then to find out how long my family and I would wait to enter the store. She was extremely frustrated by ANY questions and said the capacity allowance was none of my business and that was to their discretion. It was made ABUNDANTLY clear that she did not want my children in their store. As we are speaking she is continuing to allow other adults into the store while being at their capacity. After questioning their rules and guidelines she asks my family and I to leave the store. Upon calling the manager, Kelly, she was very defensive of the incredibly rude designer, Anastasia. I will also note that I came into the store looking for a different fabric option because the original sofa and fabric option I had ordered was delivered TWICE to my home DAMAGED. I will NEVER shop at West Elm again.

Do yourself a favor and go anywhere else but this store. The people working here are not only unhelpful, but incredibly rude. The bad reviews here are not a joke. I spent hours and hours trying to get help with a simple coffee table and they couldnt even figure that out. The manager Kelly was also rude and unhelpful. Sucks it has to be this way because they have nice stuff but its just not worth the headache when you are spending thousands of dollars.

Lovely staff who didnt mind us bringing our toddlers into the store.

The original post exceeded the character limit, so here’s the takeaway…We ordered an expensive sofa-sectional from West Elm in August. West Elm shipped half of it, which arrived weeks late and was not what we ordered, and claims to have lost the other half. We have been let down every step of the way, have spent over ten hours on hold, navigating the Kafka-esque labyrinth of corporate customer service, and now may not receive anything, including a chance for refund or compensation, until March 2021, seven months after placing our order and paying thousands of dollars.***TAKEAWAY FOR SMART CONSUMERS: DO NOT TRUST WEST ELM. THEY DO NOT CARE ABOUT YOU AND THEY WILL NOT HELP YOU, EVEN WHEN THEY ARE AT FAULT. TAKE YOUR MONEY ELSEWHERE***Please note: This review only tangentially relates to the hardworking, kind employees and managers at the West Elm Boulder, CO location. We have nothing against them, they have been patient and helpful, and if they were the ones in charge of the corporation, we would continue to do business with West Elm, as this situation would never have arisen. The last thing my wife and I want to do is complain and leave ugly internet reviews. This is the first--and hopefully last--time that we’ve ever done such a thing. The only reason we feel compelled to leave this review is because we have been unable to receive any satisfaction from West Elm and we feel as if West Elm—and the William Sonoma corporation—could care less about our situation and have no intention of making our situation rightAt the end of August 2020, we purchased a $3600 sofa-sectional from West Elm Boulder. I’d like to detail the events that have occurred since, but I cannot do so in detail because of the character limit. Heres a brief summary of whats occurred since placing the order.We are now almost a month past the last day of the three week delivery window and have been forced to spend close to ten hours on the phone, on hold, getting punted between Customer Service, Delivery, and our local store. We scheduled multiple deliveries that we took time off work for, moved around furniture and emptied the driveway, only to have West Elm cancel the appointments with no notice given. West Elms tracking system says our sectional has been delivered.Half of the sectional was finally delivered, weeks late, and the wood stain we ordered was not the wood stain we received. We understand the privilege here, but we spent $3,600 and waited three months only to receive half of what we ordered, and the half we received was not even what we ordered.West Elm claims that the other half of the sectional is lost (how do you lose a sofa?) and we will have to wait until March of 2021, seven (7) months from our date of ordering, before we can get the other half. Our entire experience with West Elm has been one of feeling entirely insignificant and lost within their corporate system. There appears to be no accountability, and abysmal inter-departmental communication, between the Boulder store, Customer Service, and Delivery.Our experience, which is ongoing, has so completely soured us to West Elm that we feel compelled to warn other consumers about doing business with this company.It remains to be seen whether they will do anything to rectify their mistakes or offer any sort of proper apology or compensation for the late delivery of only half of an incorrect product, as well as the hours which should have been spent working that were instead spent fruitlessly advocating for ourselves with customer service.This is the first time we’ve ever posted a negative review but we intend to see to it that no one in our community, both locally and digitally, does business with an entity that behaves in the way which we have experienced. If you’re going to spend thousands of dollars, do it with a company that actually cares about its customers, not just its bottom line.DO NOT SHOP AT OR DO BUSINESS WITH WEST ELM OR ANY WILLIAMS-SONOMA INC. OWNED COMPANY.

I had a great experience placing my order for a complete Mid-Century bedroom set with Barb at the Boulder, CO store. She helped answer my questions about delivery during the pandemic and made sure I received all applicable discounts. Very kind and a great experience. Furniture came a week and a half later, which was pleasantly surprising, and delivery was a breeze. The guys were nice, fast, and safe!

My wife ordered a recliner one year ago. The fabric version of this recliner had to be made custom. Through out the year she had to call them constantly to get updates.In January her credit card was charged for the recliner. No calls from anyone telling us that the recliner was on its way. So my wife called and they said it would be delivered two weeks ago.Great ! Ya but not so great, there delivered a recliner two weeks ago, a green one.My wife called once again and they said they would look into where our custom orders recliner was. After two weeks they tell us now that they do not make it in gray fabric anymore.If your interested in taking a trip into the twilight zone then shop at this store.Their incompetence was outstanding !By the way, I had to put one star on just so my review /experience would register.

Worst experience with a store in my life .You couldn’t make this up if you tried .Me and my girlfriend went into West Elm on June 13 to purchase a sectional the day after we closed on our new house . The sales rep assured us that the couch was in stock, and would arrive within 2 weeks from purchase.Once the delivery hub contacted us they told us our estimated delivery would be July 19-29 . It wasn’t quite two weeks but we were ok with that . July 29 comes around, and we have yet to receive our couch, or an update on its status . So I call, and I am greeted on the phone by some employee with a massive chip on their shoulder who then informs me that the delivery date has been postponed to august 12 . Ok wow, since we are eagerly awaiting this couch, and it is not only the style couch we wanted, it is the exact measurement we need for the space . We are committed, so we agree to wait until Aug 12 . Well now it’s Aug 12, and we have yet to receive a call or notification about the status of the couch . Guess what, we call them back and are put through to another call center representative who informs us that now the couch is delayed until aug 29 ..... then we call on august 29 and they say September 9 .Finally on September 9 we still have no couch and we call to see why. They tell us now that they lost the piece they were waiting for and need to re-order it from manufacturing . So our new estimated delivery is now November 4.Oh and guess what, 4 days later they change it to November 20!So we call the store and they take our case higher up to a district manager. Who then calls us and tells us that if the couch doesn’t come by November 20, we should just get a new couch ......How is that helpful customer service in an way shape or form ?They have not given us any compensation, or offered us a floor model, temporary couch, literally nothing. We have continued to make payments on this couch the whole time with nothing to show for it.This store prides themselves on being sophisticated, reliable, and friendly . It’s all smoke and mirrors. They will say anything to get you to spend money and once you walk out the door they could care less .If they had been honest about this absurd delivery issue from the get go we would not have bought the couch in the first place .Thank you for ruining the feeling of settling into a new home .

Helped me walk through my design thoughts and gave me great suggestion on what works for kids!

I think her name was Anastasia ... she was extremely helpful and helped my girlfriend and I come to a conclusion with our couch. Grateful for their insight :)

Easy parking and a sizable store, but limited number of customer service works to help out.

Worst customer service EVER!. I ordered a sofa and the delivery people damaged my door and now my door does not close. They damaged my wall and also tore out my light fixture. I have been dealing with the customer service people for 4 weeks and no resolution as of yet. Passing the buck from one department to another. The store manager Susie is rude, mean and not helpful in anyway. I would never recommend buying anything from the Boulder store. I wish I can give this review 0 stars!

Horrible customer service. Maybe I came in on the wrong day, especially since it’s the holiday season, but the two people I worked with (including the manager) were so rude. The West Elm in Cherry Creek are amazing! Go there if you want to spend money with West Elm.P.S.I love West Elm online also - this review is only reflecting the service I experienced at the Boulder, CO location.

I have no clue why Cassandra would rate this a one star establishment. She is a person with zero integrity, based on her irresponsible attack on a perfectly good place. Has she ever worked at a retail job, I wonder? Is she a rich, spoiled brat?Its a beautiful store with the modern style you expect from West Elm. Its got furniture, but also dishes, sheets, blankets, planters. The employees greet you as you walk in. Theyve been exceedingly professional and friendly every time Ive been there.

I really enjoyed chatting with their staff and I got world order by Henry Kissinger there. I also learned that they order their books from books by the Foot. And that seasonally, proceeds from the sale of said books goes to St Judes what is outstanding in my book.

Extremely helpful, friendly, and professional staff! The Design Team helped us get our living room dialed! West Elm Boulder is highly recommended!

Their mistakes have cost me too much of my own time. Made an in-store return of a product I ordered online. After taking my return to this store, they never actually processed it in the warehouse. It took two visits to the store and many phone calls to try to get my refund, and I finally succeeded two months later. A different order I made online was charged to my credit card twice- after a transferred call from customer service to the billing department and getting a full voicemail inbox, and another call to customer service two days later, I was told to dispute the extra charge through my credit card. No effort was made to correct their error, and the amount of the extra charge was not insignificant. West Elm has lost a once loyal customer. I conceded one star since I generally like their products.

High quality items at a fair price. They are particularly nice for accessories and ligjting

Several excellent experiences, both IN the store and over the phone....very helpful, friendly staff who work WITH you on whatever needs you have!

The clerk was super helpful, searched the store and even went to check stock in the back helping me to find just the right color.

Window shopping only, nice things

Beautiful store, unhelpful staff. I have been in twice recently and have felt like I was burdening the people working there by being there.

The selection is very nice and the staff was warm and friendly.

Jesse and Ray both helped me with my purchase today. They were the nicest they could be, and the best customer service I have encountered in a very long time!

Great service/ great product/ greater people

Very snooty staff, poor customer service and they are understaffed. David was not friendly and abandoned me to help a younger woman in a tight dress, literally left me standing there and walked off. No apologies from anyone. Disappointing.

I like their sale section.

Worst customer service ever!!! If I could give 0 stars I would.

Great place

Its ok

Well merchandised, great selection

Just another furniture store