This review is for Melissa at West Elm. She has given us fabulous service and goes out of her way to communicate with us. Everything takes forever to manufacture and deliver right now due to Covid and I’m sure that makes her job difficult. She was forthcoming about the delays and keeps in touch which is reassuring. Hey West Elm you have a gem there!

Horrible shopping experience. The retail workers are intrusive and not helpful whatsoever. The specific person I was working with kept insisting that I look in the clearance area as I was trying to look around the store. Don’t waste your time. I recommend Restoration Hardware in Kenwood Mall or looking at specialty shops or online when designing your home.

I agree with what has been previously stated about this west elm location. Its a bummer because I love their products, but this specific locations’ staff have been so rude and short with me every time I have entered the store. I have never felt valued as their customer.

I echo what others say about ordering being a hassle and have such falsely advertised standards, quality, and shipping.Have been waiting for over 5 months for furniture they said was “ready to ship upon order”Other stuff I have gotten was poor quality with chips on it. I reached out to customer support 4 times and no one has answered or returned an email.It’s beyond bad.

Ordering from West Elm is the most frustrating shopping experience. Their furniture delivery date expectations are never accurate and they take no responsibility for estimated delivery times (it is always the supplier/vendors fault in the delay) - continually overpromising and underdelivering are not the key to success. I love the style of their furniture, but I would recommend looking for it elsewhere as I dont think we should support such poorly run companies. Store employees always appear busy but never ask how the experience is going - you have to approach them. I walk into this location and expect that they are just waiting for me to leave. They need to redesign their shopping experience to be as enjoyable as the appearance of their furniture.

I will NEVER be shopping at West Elm again. We drove from KY to buy a duvet cover. We get home and find theres a big tear in the cover. They said the only way we could return was to drive all the way back to Cincinnati to return it because they dont have the ability to print a return label. This company has been a pain to work with even when I ordered online from them and bought 2 nightstands and one showed up damaged. Go read their comments on Instagram. They should not be trusted.edited Nov 9: I did eventually get my refund back once they *found* the packaged we delivered *5* days after we got confirmation from USPS it was received. Still will never shop here again. not worth the hassle or dollars

Please be aware that if you get your furniture within 30 days and the price has dropped, no price adjustment is given. It is a shame that Ive spent over $4,000.00 in the past couple of months and they couldnt even give a $300.00 store credit for the new price of the furniture. And the furniture arrived 2 weeks after the original date given. Really disappointed and will evaluate giving West Elm, Pottery Barn, Williams & Sonoma or any other subsidiaries anything in the future, which is unfortunate as I have been a loyal customer for years.

Ordering from west elm has been the most difficult experiences. They falsely advertise that you will get your furniture in 6 weeks or less for certain items and we are coming up on month 6 of not having our couch. I was on a customer service call for 30 minutes while being transferred 4 times just trying to get a concrete answer of when our furniture will actually ship. I tried cancelling but they (of course) won’t let you. We will never buy anything from here again.

Genuinely surprised by some of these other reviews. My experience at this location was awesome. Even though my fiance and I had walked in near closing, we were never once rushed out. We had at least 2 employees come up to us during our time here to ask if we needed anything and made referrals on products to us. We were there to get ideas for our wedding registry and absolutely loved the decor and setup of this store. Everyone was so friendly and welcoming, and we will certainly be back.

We had a great experience with Melissa in the store. Shipping is very slow for a made-to-order couch, but they are clear about how long it takes and were willing to wait.

Great experience at the store. Was able to help get me almost all of the furniture for my new house. Only being 24, and shopping at a place that doesn’t sell the cheapest of furniture the staff came right up to me and asked if I needed help with anything.

I LOVE west elm, and was super excited to see it return to the area. However I’ve never been to this location (3 times so far) and not been ignored by the sales team. I wouldn’t normally notice this/care but at a certain point, it’s very obvious when you’re the only customer in the store not being acknowledged. I look very young, and I believe the employees tend to economically profile customers. Assuming that people dont have buying power based on how they look is a really good way to alienate your would-be customers. It’s happened too many times not to notice, and I’m sharing in hopes that management can help to mitigate this bias, assuming they’re not also part of the problem.

Rude and didn’t care about customers that didn’t look like them

Went there for a specific item.

If I could give zero stars I would. The worst customer service I have EVER experienced. I would highly recommend anyone considering purchasing from the company to shop elsewhere. Do your research and see how many people have been negatively affected by West Elms unethical business practices. Thousands of people have spent alot of money on furniture for it to take months to deliver or never show up at all and offer no customer support. Their social media is flooded with angry customers so take a look before shopping. I wish I would have known because now I am one of the many customers waiting for the furniture to one day be delivered just so I can return it and get my money RIGHTFULLY returned to me. PLEASE SAVE YOURSELF THE NIGHTMARE and shop somewhere else.