I love how they collaborate with local business owners like myself! Such an awesome crew of folks to work with! And of course they have tons of cool stuff! There’s a lil sale section in the back left corner. 🤫

Beautiful store and decor! Would love to support but customer service is nonexistent!! I walked and viewed items near 3 associates and no one asked to assist me. The closer I got to the two sales associates at the counter they kept their very casual conversation going and quickly both went to the back. One hung in the doorway just in case I asked a question I guess.. but clearly they had no intentions of seeing if I had questions, needed help or just a simple hello and welcome would have been nice.I walked in with two other separate customers and they didn’t seem to engage with them either. I believe we all left empty handed. That’s unfortunate!It’s the holidays and I along with others are probably easy to convince into splurging on some home furnishings.Maybe I’ll have better luck on the store on South Blvd. I give second chances.

Crazy shopping experience! Apparently West Elm is just a museum now and not selling items if they are what they deem “on display” even though there are 20 of them out on the shelves. They have NO stock of anything they will sell.

The associate who assisted us took time to help make sure I got all the dishes I wanted between digging in the back and calling another nearby location to compete my set.

Absolutely awful experience, GO SOMEWHERE ELSE FOR YOUR FURNITURE.I will never purchase ANYTHING from west elm again. Not only did my beds delivery date get pushed three times resulting in me having to wait three months for the bed to arrive but the last piece ended up lost in transit. I had to speak to customer service 5 times and go to the store to even get replacement parts issued which I have to wait another week for and have not yet received. I understand stores have been impacted by covid but I have purchased furniture from multiple stores and all experiences were good.West elm seriously needs to fix there logistics.

Be aware designers!! I am an interior designer who has created and designed a luxury uptown high rise apartment for my client who needed the entire 2 bedroom apartment furnished. While we were purchasing a lot of the pieces from West Elm, Jessica mentioned that West Elm would like to take photos of the finished apartment. She also said they would give our company credit on the project photos. All she did was helping my client with a breakfast room set, before my client hired me, and we have designed the entire place from many different vendors. However, when i checked our Instagram page recently, I have found that not only did she used OUR COMPANY photos to mention that she was the designer for this project on HER Instagram page, but also had people check her blogs and bio from MY Instagram page !!! When I told her that she had absolutely no permission to use our company photos and post them as her design project, she didnt even apologize and just changed the photos to West Elms. And of course there was no mention or credits of my own design project on West Elm page!!I have been sending many other clients to the showroom for other projects, but she is very unprofessional, and this experience leaves me not wanting to use West Elm on future projects!!

DO NOT order any custom pieces from here!! I ordered the Harmony Modular sectional on September 2nd and still don’t have it. I call customer service once a week to get any additional info and...nothing. They say the same thing every time, “it shows it’s in fulfillment, that’s a good sign.” The delivery date has gotten pushed back 4 times now!! I definitely should’ve done my research and read ALL of the reviews and horrible Instagram comments. If I would’ve known, I would’ve NEVER wasted my time or money here. West Elm continues to leave me disappointed.

The worst staff. Terrible experience. Don’t waste your $ here. You will be treated like trash!

I would stay away. Their delivery is in shambles at the moment. I understand we have a pandemic, but then they shouldn’t make promises they can’t keep. If they don’t have an item ready to ship, save yourself months of frustration.

It’s probably a good thing this location is closing 10 January 2021 as the employees were both incredibly rude.

Disappointing customer service. I bought a great floor model buffet only to have it damaged by the employee who loaded it in my car. After sharing my story and pictures, I was offered the option to return it. Why should I pay full price to replace it because the store damaged it? Shocked a retailer like West Elm would find this an acceptable resolution. #customerrelationsfail

My husband and I had a great experience working with Dawn to resolve a unique transaction. We will be back!

Poor quality items that require returning multiple times, but more importantly customer service is NONEXISTENT at this location. Manager offers no real resolution, just issues a gift card. even the gift card takes 3-4 weeks to deliver!

Confirm verbally your sofa should be there officially in 2-4 weeks but I am anticipating 2 weeks. 2 weeks later, you did not choose our quick delivery option but a custom made sofa which takes up to 8 weeks, I remember walking you through it, I insisted her to look the item up as I remember different, oh I see its a quick delivery item but I have no control over shipment or the confirmation date (showing up to 6weeks). The seller suggested me to call their delivery dpt but anticipating they wont be of any help too. Pretty bad customer experience so far. Except for trying the Sofa in the Shop in a different color you there is no other benefit to an online shop, I mean its more expensive compared to a similar online too.

We recently had an amazing experience at this store in Charlotte.First its of note to mention, we did not go into the store to purchase (just view) nor did we think we needed help. We knew what we wanted and that was that... well it was that until we met Jessica! She happened to sense we were on the fence with a rug decision, she casually came over and started chatting... and before we knew it, she was inspiring us to change the entire feel of our living room design. She enabled us to go bold, bright and fun with our rug selection, she also helped us coordinate chairs and barstools. We did not go in for design advice, but came out with a perfectly modern living room thanks to her help.She was also very knowledgeable, relaxed and friendly. All in all, she helped create a excellent customer experience and she is one of the many reasons I am a life-long fan of West Elm and their products. She deserves a bonus and a raise! Thanks Jessica!

Friendly staff and easy to set up appointments here when you just need to see furniture in person. I’ve also ordered several pieces of furniture from West Elm and they’ve been high quality.

Very very very x100 bad company all the quality is cheap chinese manufacturing and they take FOREVER to ship since it’s coming from China.... everything I’ve ever bought from here has got returned I dont know how this place is staying in business HIGHLY recommend going elsewhere

A couple of weeks ago, my husband and I went into WE to look for some pieces for our new home. Thanks to Stephanie and some help from Jessica and other designers, we ended up furnishing our kitchen, dining and gathering areas. Stephanie was amazing and extremely knowledgeable, as well as the others. Their customer service was next to none and we would highly recommend working with this crew for your design needs!

False Advertising.....They have furniture pieces marked On Sale - but then when you get to the store - They are not.Plus I could not get my $25.00 Birthday reward....It was really frustrating trying to buy furniture today - but Cecilia tried to help and even when she called Cooperate - Everything was automated. No Help.I

My husband and I went here yesterday to check out some pieces for our remodel. We walked in and passed about 3 employees. Not one spoke or acknowledged our presence. We started to walk around and there were quite a few customers in the store and watched as a few other employees greeted and assisted them with their shopping. We continued to walk around for about another 30 minutes and still not ONE employee acknowledged us. At one point one employee almost tripped over me as I sat on a couch and didn’t even bother to say “excuse me”. I kindly apologized if I was in her way and she just scurried by. I finally told my husband, let’s just go because I’m not feeling the want for business here. So as we proceed to leave the store and walked past another employee that was standing near the exit, we didn’t even get a “have a great day!” Or “come back and see us!” Nothing. Maybe we “looked” like we didn’t belong since we had been working on the renovations all day??? Or maybe we were invisible? That’s it- we had to be invisible!!Who knows but the customer service here is beyond pathetic. I wouldn’t recommend anyone shop here.

My daughter works here. They have really nice decorative pieces. Unique styling with great customer service. My first visit to a West Elm store. Impressive.

The products are expensive, hopefully its worth the price, should find that out in future, but customer service was worst. I dont think customer service are needed when every thing goes smoothly, its needed when things goes side way. The store manager was rude when i asked for refunds as if i was asking for money from her pocket, it had been only a week i bought a chair. Was not up to expectation when dealing with customer, no sense of customer satisfaction.!!!

Jessica was ridiculously thoughtful and thorough in helping us with some of the design challenges of our apartment. At no point did we feel pressured to buy something we didn’t want. I’ve shopped at this West Elm location many times in the past, yet never encountered her until today. I would highly recommend Jessica for anyone in need of a talented design specialist.

That store is beautiful and very stylish. The employees there are always very helpful and courteous. I love visiting this store. The product is of great value and quality.

Great furniture selection! I was able to easily furnish almost all of the rooms in my house. Beautiful modern options at reasonable prices.Customer service was excellent. Gabriel was extremely patient and very knowledgeable!

I love West Elm products and Ive been waiting to buy some chairs that I really love since they were out of stock for months. I went this weekend to buy them but the customer service at the store was AWFUL! One sales person started working with us and after 20 minutes, without placing the order, he was called to do something else and left us with the most rude and less helpful sales person ever. He acted like he was doing us a favor. He was not kind or pleasant, he never smiled and he didnt try to bring levity to a situation. We asked a question about the promotion going on this weekend. He never took the time to explain us how it worked. He just argued. He went to call the manager. We waited for 10 minutes and she never came. At that point my love for the chairs have disappeared. West Elm - learn from your competitors. The customer ALWAYS come first and you NEVER argue with a customer you take the time to educate your customer. Politeness is a MUST when dealing with customers. Please hire some staff that care about showing respect to your customers!

Went into west elm to purchase some new furniture for our living room. Jess was the associate helping us, and she was absolutely amazing! She went above and beyond helping us narrow down what we needed to fit our space. We love our furniture so much and will definitely go back to see her when we are ready to do our bedroom!

I purchased a West Elm linen duvet cover and pillow cases for my daughter for Christmas. I bought it on-line, months before she would use it in her new college apartment. When it was time to move in, we realized that the walls of her new bedroom would not work with the white comforter we purchased (not the right white). I called the West Elm store at Metropolitan to explain my dilemma and they let me exchange those items for a different color - even though I had purchased them on-line nearly 10 months before. Thank you West Elm for understanding my situation and working with me. Ill be back for sure!!!

Nice stuff. But customer service is not to the level of cost of their product. Expensive stuff - cheap customer service. Walmart beats them by far. Ordered set of 3 curtain rods. 2 were available 1 was on back order. When the date came West Elm pushes back order date 7 MORE MONTHS.... I attempted to return 2 purchased/unopened items because I don’t want to wait 7 months. West Elm says: “sorry no money back, here’s store credit” I say: “West Elm you messed up!, own your mistake and help customer return to your store”. Instead I won’t be coming back. Learn from Walmart or Costco.

Buyer beware! The products that I ordered and that have been delivered are excellent but SHIPPING IS A BIG MESS! Dont count on any of their delivery times or dates. And the only reason they give for not being on time is that it is a manufacturer issue. Only use this store if you are not in a hurry to decorate your home.

Made a big purchase March 16 still waiting. Poor customer service no calls no emails. Had to call to see what happened with my order. Reps on the phone with attitude is just to much to deal with. Is really sad because i loved their furniture but to wait a month to get your furniture is ridiculous!

Have been shopping at West elm for years, very happy to discover one in the area, recently moved to the area. The staff were wonderful, helpful and knowledgeable, real pleasure. Now I have a fabulous buffet and bookcase and a cool planter. Thanks!

Don’t buy new replicas. Help protect the planet buy vintage all wood mid century modern and antique furniture!

If you like the style then check it out. A bit pricey on some things but overall decent. Im not sure what the story is on the bad customer service stories Im seeing here; my wife and I have always experienced great service.

BEWARE OF BAD PRACTICES BY THIS COMPANY. Placed an order for a group of three items that are to be installed together on October 20th. One item came in November, one in December, and it’s almost Christmas and I’m still waiting on the last item. Meanwhile the other two are collecting dust waiting for the final piece. The “estimated” delivery was by December 12-14, but now has updated to “estimated delivery” of January 29-31, IF that is even accurate. It’s ridiculous to wait 3 months for something that SHOULD be listed on the site as backordered, not to mention updating orders with false estimations (by a month is unacceptable). Not worth paying top dollar when there are much better services such as Wayfair, overstock, joss and main, Amazon, Walmart. I have had better experiences with all these other services for home goods.

Excellent selection on unique items. I love this store and would decorate my entire home IF I could afford to.

Love their products, but cant stand the inconsistency of their customer service. My first purchase experience was very pleasant and made want to return a couple of times later wanting to give west elm my money, unfortunately the other two sales reps that I was able to get help from seemed not to want to help at all and made me feel as if they were doing me a favor by answering my questions, none of the pieces I was interested on were in stock and a piece of furniture I was selling myself on was even miss priced with the wrong outdated tag.It sure is a pretty place, but some employees need to lose their snobby attitude, its just a furniture store.

Dear West Elm - Thank you for your great customers service and for helping me pick out my new living and dining room in time for the holidays. Too bad, you failed to tell me that you wont actually delivery in 6-8 weeks. Instead, you will conveniently wait 13 weeks until after the holidays. I appreciate the complete lack of concern and inability to actually make it right. It was really helpful for you to tell me, that sine it took you three weeks to process, youll a little closer to the window you promised delivery. I feel so much better now.

My husband and I are recently married, and were excited to order a new bed from West Elm. Online, it looked like it would take a few months for delivery, so we visited this Charlotte store to see if they could order it any sooner. We showed the sales associate the exact picture of what we wanted online (headboard & bed frame), and reviewed the details of the color that we wanted and everything. We were pleased to know the bed would be shipped to our home and we could pick the headboard up in just a few weeks. However, while we were on our honeymoon, we got a call from the store that they had only ordered part of our bed and needed to charge us more for an additional piece. We were totally befuddled by this, since we had seemingly gotten the price listed online, but when we consulted the receipt, it was the entirely wrong bed!! After wasting valuable honeymoon time calling the store multiple times to straighten things out, they finally shipped the right bed (although it was simply left in front of our garage while we were out of town). Upon our return, my husband had to leave on a business trip, so I made plans with my father to pick up the headboard. The store had called my husband to tell him that it was ready, but I wanted to call that morning just to verify and let them know that we were coming. At first, the sales associate told me to “check with my husband,” and she was very reluctant to actually do her job and just double check that it was there. So I went to pick up the headboard (which for some reason could only be ordered to the store?), braved the congested nightmare of traffic that is Metropolitan Ave. to find the right loading dock, and an associate helped my elderly father (I mean, surely someone else was available to help?) load the headboard into his truck. After all this and getting the headboard home, it turned out to be the WRONG one – we ordered a natural linen color and it was DARK grey. We tried to call and figure out how West Elm could make this right by picking up the wrong headboard and delivering the right one, but the right headboard would not be delivered for 3-4 months, which is the problem we were trying to avoid in the first place! This was by far the WORST customer service and furniture-shopping experience I have had (I mean they even got my husband’s name wrong on the receipt!). Please hire some staff that pay attention to detail and care about showing respect to your customers!

Nice store and decent furniture. I like their modern style, and their staff are polite, friend and helpful. Easy parking in the deck across the street.

Great quality furnishings displayed in a way that helped envision a room design. Very friendly staff

Ive shopped here a few times and have been pretty happy with the selection, prices and service. I didnt agree with the other reviews that mention poor customer service...until my last visit on 7/9. The employee working the register has no business being in a position where she has to work with the public. Her communication skills were extremely poor and her manner was immature and rude. I guess Ive just been lucky in my previous visits.There are some helpful staff here, its just too bad there are some pretty bad ones too.

Bought the Mid-Century Expandable Dining Table. The table is beautiful but scratches easily. Within a few days the top had been scuffed and a scratched just putting plates down. Will NOT buy any furniture from this store ever again.

I love shopping here, the associates are very friendly and helpful.

Ive visited the store on 3 or 4 different occasions over 2 years. And while the products and store itself are beautiful, the customer service is severely lacking. On each visit, we were never approached by an associate and felt as though we were invisible as associates constantly walked past us and never even made eye contact. The store was not busy during any of our visits. I kept going back thinking it was just an off day. I was prepared to buy but felt so uncomfortable by my treatment that I left. Likely will not return.

When went to this location yesterday and the staff at this store is so welcoming and friendly and very helpful when it come to selecting an item, the lady who helped us was very nice and very welcoming has should has we waked into the store ! the lady went beyond and above was super friendly! we order an Liza mattress can’t wsit to try it out and hopefully it will be worth it !!

Love my new coffee and ends. Very modern.

Cool products, overall decent display, but like everyone else said, their customer service is awful.I walked in and stood near 3 employees talking together for 5 minutes without so much as a hello.I should get a job here so I can get paid to do nothing.

They have some very nice things for decorating your house and yard but it is all priced too high. A lot of things there you can buy at target cheaper

The staff at this store are all very helpful and nice!

Beautiful store and really nice staff.

I have to agree with the other people that have commented before me, customer service is terrible. My VERY FIRST TIME in the store and I wandered around for 10 minutes before a hello was offered...just a hello mind you, it was not followed up with a can I help you find something. What a great 1st impression.

Will never shop at this location again... The staff could not have been more rude and unhelpful.. I honestly have never experienced customer service this bad ..

The designer Jess has the best personality and was very welcoming! Great customer service and beautiful displays!

Really poor customer service. Sat there waiting for someone to come speak to me for 5 minutes. No one ever came. And Yes, they did see me. Too bad I was going to make the purchase too. Really do not like high class employees on their high horse.

With No Notification, Comenity Bank (West Elms credit card vendor) just closed a bunch of West Elm credit cards that were inactive for 31 months. I was notified by a credit monitoring company asking me if I just closed my account. No, I didnt. No notice of closing an account? And how does that affect ones FICO score? Good question (if you care). I spoke with a Comenity Bank supervisor who said shed pass on the inconsiderate action of not notifying cardholders. Sayonara forever West Elm.

Great merchandise. Too bad no one would help me. I was there for over 45 minutes and no one even greeted me. I did end up making a bed purchase. Just not from the store. :(

Great store, I mainly shop for smaller accessories here. City Supply Company in Plaza Midwood is a great place to check out for furniture with a similar style but better quality.

Purchased a *special order* bed mid September, knowing that the order would take six weeks from production to delivery. Fast forward to Nov 1st and I call to make sure our delivery window of Oct 30 - Nov 13 is still set...as it’s been radio silence since we ordered the item. The woman I spoke with could only offer limited information or update and asked that I call back that Weds if no delivery; she said to expect it Mon/Tues however. My husband calls on Friday and is told that parts of the item have been lost. How one “loses” parts of a bed is beyond me. We were told there wasn’t a way to track these parts and that the bed would have to be reordered with new delivery Dec 8th. I guess we’ll have to tell our guests who will be in town to stayeith us in two weeks that they’ll need to find another place to stay. Thanks West Elm for your lack of communication and customer service support.

Its great if you can get anyone to help you. I wandered around for 10 minutes, 5 staff outnumbered the few shoppers, and had to actually ASK someone behind the counter if he WORKED there. Not an encouraging retail experience!

Ive always enjoyed shopping here. The staff is friendly and helpful!

Im beyond disappointed with my first experience buying furniture from West Elm. Its a shame because I love their products in the store and had been saving up for this purchase. However, it turns out getting them to your house is a nightmare. I ordered a rug and a coffee table at the store, both items have missed their delivery deadline windows (which were already lengthy compared to others)! No one contacted me about this. When I called up repeatedly I was told to wait for a call from the delivery service. Finally I called and they told me the items were ready at a central hub and someone would contact me to schedule. Then a week later I got a call scheduling me for a timeslot that didnt work. I could go on and on, but if you dont have endless free time to track down and run your own delivery process, furnish your house from a different store.

Jess was very rude and unhelpful, she had an attitude the entire time she was speaking to my spouse and myself. Dont ask if we need assistance if youre going to be discourteous!

Quality workmanship. A bit pricey...sometimes Im afraid theyll charge me for just looking around. Thats why I always carry a $100 bill...just incase.

If you have to put it together —beware. The predrilled holes do not match up.

Staff at the store is terrible. Customer service is the worst I’ve ever experienced. Will never purchase from here again.

Ordered a loveseat, turned out to be backordered so I called to switch to an in-stock color that was the same price. They would not allow me to switch. Canceled the order and they did not fully refund me. Still waiting to hear back before I go to my credit card company for resolution. Terrible customer service.

Very Bad Customer service. Called 5 times and still havent been connected to the right person or the call seems to get dropped. Table was NOT delivered when they said they would and had to reschedule not at my convenience....UPDATE:The staff is always looking at us like we don’t belong. Don’t get me wrong I LOVE West Elm, and half my house is styled by West Elm. But the staff at this location is the worst. I have been to many West elms in ALOT of cities and the Charlotte one is the worst.I always get a feeling like I am being looked down upon. Example: I asked the register if they carried the copper paper towel holders and the guy didn’t know so he looked to his female colleague and she looked out of the corner of her eye and very rudely said “we don’t carry paper towel holders”. Like I was asking for a $1 holder for Walmart. She didn’t offer to order it for me, she didn’t tell me where to order them (spoiler alert, you can order them on the West Elm website), she just stated a fact and went back to her organizing of the register desk.This wasn’t the first time this has happened. Often we are never asked if we need help and I have to run around and find someone that isn’t helping a middle aged lady buying furniture for her over privileged college daughter. And each time we wonder why we come back to this location.SAVE some money and go to the outlet in Asheville. The staff is A++ there or make a day trip to beautiful Charleston and visit that A++ staff there. The D- staff at Charlotte won’t leave you wanting to buy anything.

If West Elm headquarter is checking review, you should do something about the customer service here. Me and my husband visited this store last week and we thought we were invisible. No greeting? Plus when customer is asking questions about furniture, isnt it obvious that the staff has to know at least basic information? When we asked what sheesham wood is, the guy said SHEESHAM. I though he s kidding. He didnt even put any effort to help us. Rest of the 5-6staff treated us as if we were invisible. After I googled, I got to know sheesham is species of rosewood. We sere seriously considering to buy a dining table from west elm but not anymore. You are not the only furniture store in this world anyway. I have plenty of options.

The staff here is incredibly rude and unhelpful. I used to love West Elm but I won’t be back.

Worst customer service ever encountered. I have been trying to recollect over $600 from them for about 9 months and have had to call them over 30 times and spent several hours on the phone. Still do not have the money they owe me.That said, I like the furniture that I purchased (several items). Would not purchase from them again given service.

Great stuff but horrible shopping experience. The staff is snooty, unpleasant, and unhelpful in general.

Great place to shop or just enjoy the view

Trendy and pricey, but great styles. unhelpful staff

Horrific customer service. Staff cannot follow instructions. Refuse to call you back or even meet you in the middle when they are 100% at fault. Go elsewhere!!

Thank you Michael for your wonderful service,It was difficult to choose between the two couches, You were very patient.Thanks

Love this place ❤️

I like the merchandise but the staff is not helpful at all

Lovely pieces of furniture

Pricey & pretty

Cool place