We purchased a bed frame in late August, in the store because the customer service representative said we would receive it quicker. It is almost November and we have yet to receive it. We have been put off three times. Each time we were told on the LAST DAY that it would not be arriving. When they scheduled it, they didn’t arrive, didn’t call, didn’t do ANYTHING until we called three different times and got three different answers about where it was. Finally, after a week they told us it was LOST and that they would order us a new one which they would call us about yesterday. Guess what??? NO phone call. Just nothing! They have taken $2000 and have given us nothing. They sent this email saying it would arrive by November 5 but I really don’t trust it. This is the absolute worst experience I have had with any company. Just terrible.

I ordered a $4000 sectional in July and was told it would arrive in September. Then it got delayed until October. Then it got delayed until November. I finally got and email to schedule the delivery and did so for November 3rd. I received a confirmation email and window of time for delivery on the 1st. I also received a text from the delivery specialist to track my delivery on the 2nd, and it was still set to be delivered. I woke up on the 3rd to track it again and it said my delivery was canceled. When I called the number it said to call, no one was there to pick up the phone during their hours of operation. I then called west elm customer service and they were extremely nice, but said the warehouse lost one piece of our sectional so they just canceled our delivery with absolutely no notice. My husband and I both took off work to receive our delivery, so I find this unacceptable. West elm has offered to compensate us for the inconvenience, but only after we receive the item, which they won’t give us an answer as to when this will happen because they LOST it. This entire process has been extremely frustrating. We’ve been more than patient with the shipping delays, even after receiving numerous promotional emails about the same sectional now being in stock and ready to ship. What a slap in the face. I’m the CEO of two businesses and I can’t imagine putting one of my customers through this stress while still taking their money with no explanation. If I could give negative stars I would. I also asked to speak to a manager or supervisor for west elm customer service and the delivery specialist when they finally called me, but neither would transfer me—another issue. I planned to order a lot more in the future, but I will not spend anymore money with west elm or any of the Williams Sonoma brands after their lack of transparency and oversight and complete disregard for their customers. And neither should you. Do better, west elm.

Here for the same reason as many others. Ordered couches in July and were so looking forward to them arriving. To my shock the order actually came within the expected time window BUT when it was being build West Elm forgot to drill holes where the legs go. Instead of just sending out someone that they trusted or contracting it out, they are re-ordering the couches. Its projected to take another 4-5 months. Now my wait will be just shy of a year. A YEAR. That is insane to me. They did however tell me that I could hold onto these couches until the new ones came, but I cant alter them in any way (ie add legs). So we can sit on the floor until our new ones come. SERIOUSLY??

Love the furniture and was treated so well in the store but that all fell apart after we ordered our couch. The girlfriend and I finally found a couch that we loved that was in stock (here in the US) and slated to be at our home no later than the 25th. As the 25th approached we noticed the status hadnt changed even a little so we called. The shipping department could not even find our order so connected us with customer service. We were contacted days later by customer service. The gentleman while nice did try to use the overseas shipping and boats waiting in harbor as the first excuse to my girlfriend over the fun. She immediately called him out as our couch has been in warehouse this whole time. Finally they admitted that no one put the order through (even though we were charged) Im guessing to operations or shipping so we have two weeks where the couch just say and didnt move for no reason. So now at this point our couch still hasnt reached the terminal (we were told it would be last week) and our customer service rep has ignored multiple emails from us. I love west elm furniture and design but I sadly cannot stomach to spend money here anymore. The fact I had to pay over $200 for delivery fees and this is what I get is so sad. The compensation they have offered for this is pathetic and does not even begin to make me feel like I want to be a loyal customer again. Avoid this plae.

I have purchased the majority of my furniture for my home from West Elm. When I started purchasing from West Elm 4 years ago, their service, etc. was much better.I ordered a bookshelf that came damaged and they asked me if I wanted to accept it. Why would I want to accept a damaged piece of furniture that I paid thousands of dollars for? They did not offer me any credits.I ordered chairs for my dining table and 3 out of 4 arrived. They had no idea where the 4th one was, so I had to wait another month+ to receive it and they did not offer me any credits.I ordered a crib (obviously time sensitive) and their delivery dates were incorrect.I ordered a changing table that also came damaged. Again, they asked me if I wanted to accept it. Why would I want to accept a damaged piece of furniture that I paid thousands of dollars for? They did not offer me any credits.I have ordered many other things that have come in great condition, but after 3 terrible experiences, I would expect a credit of some sort. After over 45 minutes with 2 customer service reps, I was offered 10% off of one piece of furniture. Only after asking to speak to a manager.They have GREAT customer service reps, but overall/as a company need to do a LOT OF WORK to ensure that customers get their furniture when they are supposed to and not damaged...I used to highly recommend West Elm, but after the remainder of my order is received (hopefully not damaged again), I do not think I will be ordering anything from them again.

Terrible customer service, called multiple times to remove the $150 white glove delivery I didnt need for a simple ottoman. Rep said she couldnt do anything because delivery had already started processing (which is interesting because the estimated delivery date was 3 months out, and I ordered it yesterday, so the rep was basically saying she cant do anything once the order is placed, so what exactly is her job?). After she gave me the runaround and handed me off to shipping, another rep took my order number and then hung up. I called back again and the line picked up only to echo my own voice back.For a high touch, luxury furniture vendor, Ive had better service at Wendys.

Had a gift card and got some real nice stuff for our house. Some of the people were friendly. But there were a couple of employees that made you feel like Julia Roberts in pretty woman.

We like the style of this place, have purchased a few things and had good luck so far. Its great for modern accessories, design accents, etc. has a nice showroom floor. Friendly staff, have always had a good experience when visiting.

They made me pay $800 for shipping of 10k worth purchase. I told them that I dont want any shipment, I can pick them from their store directly. They said I need to pay my he same fee no matter what since they need to ship all the furniture from their Dallas warehouse. Since when you ask people to pay for shipment to their store when they dont have items on their inventory, total nonsense. The sales representative takes your request and give the orders from their website in front of you. I told them that I could do the same thing and order online and pay for the shipment, so why should I buy it from this store. They said I would be supporting the local neighborhood store. Is this a charity or business? How can a high end furniture store ask for neighborhood support. Total nonsense, worst business model ever.

I came in store to see color swatches for a sofa bed I was trying to order online. Dianne was incredibly helpful in showing me and telling me about the different color/fabric options and helped me order my sofa. Every employee I met was patient, kind and helpful!

I am absolutely blown away by the quality of the products and amazing customer service. Lauren Riley helped me pick out some pillows and a rug for my new living room. If I knew how great the staff at West Elm was a month ago I would have just had her style my entire apartment. She is so passionate about interior decorating! It was probably the best customer service experience that I’ve ever had in my entire life. Not even exaggerating slightly.

I ordered a writing desk on west elm website and paid $813. It was estimated that I would receive the desk between May 6 to May 20. I waited for 2 months, still didnt receive the item. I called the customer service many times, never get any certain information. Eventually I lost the patience and called in to cancel the order. Not only I didnt receive the item after waiting for 2 months, but they only refund me $651, and said they charged me for shipping fee, that is why I didnt get full refund. I am still stunned. The item never arrived to my home, how dare did they charge me shipping fee. Never ever do business with west elm, painful experience.

Ordered a sectional sofa in June. 3 months later we have had two no-show delivery windows with no contact from west elm. We had to call both times after they did not show. Remains unresolved, though we payed for the sofa in June. Considering removing my wedding registry due to the poor service.

The employees treat you as if you cant afford the furniture. Ill just look online because West Elm has great stuff, but I do not appreciate the brick and mortar employees.

Dianne Callahan is the best! Ask for her directly. She was up front, honest, and knowledgeable. When we needed to check on a detail of an order, she was not afraid to ask a colleague and confirm the details of my order. I felt comfortable, understood, and respected through the whole process. I would definitely purchase furniture directly from Dianne again. Thank you!

Their store is good. Helpful service, decent product, and mostly well made.Their shipping? It’s the worst. Mysteriously informed that my item wouldn’t deliver and they aren’t sure when it would (this is after I confirmed delivery with the shipping department…. Twice).Recommend you go to Crate and Barrell, Room and Board, or Article for your modern furniture. The William Sonoma/West Elm brand looks nice but can’t seem to deliver.

We ordered a loveseat in January 2021 when we resided in Pittsburgh, PA. We moved to Denver, Co at the end of March. We called West Elm and was told that our loveseat would be re-routed to Denver. After numerous calls, emails, and store presence, we notified that the loveseat was lost!!! somehow and we can have our money back. At the end we were offered a 30% discount on any future purchases. We ended up buying our loveseat from another vendor. I do not know how you can compensate my losses, not the loveseat itself but my valuable time. Your communication was poor, unclear, and professionally unacceptable. That is definitely not a path for your business forward.

My main issue with this location were the sales associates. I was in this store for nearly an hour and not once did anyone who worked there say anything to me by their own will. Not a hello, and didn’t ask if I needed help with anything. A couple of the associates were helpful once they were done helping other customers in the store, but there was an air of aloofness about the employees that I haven’t experienced at other locations.

Everyone is consistently lovely! Thank you for always greeting us warmly and providing us with excellent customer service.

We had been given a discount by a sales rep, Jessica, about a month back - she was really helpful and attentive, and she had sent us on our way with the discount code written on a printout and told us to bring it back. Well, we did, however the manager (I believe their name was Edward, they never actually came out) refused to honor it. We were never told there was a cutoff, because it wasnt offered as a promotion. Its honestly really disappointing that the manager would totally screw over his employee out of a commission like that. Guess well look for a couch elsewhere.

I purchased rugs from West Elm just before Christmas, I have been trying to return them since January. They are offering me store credit for my defective rugs. The rugs are wool and are already falling apart. If I had changed my mind or simply did not like the rugs I would accept a store credit. I have searched all of their parent companies trying to find a replacement to use a store credit but cant find any in the style, size or color I need. They will not work with me for a refund. I couldnt get anyone to respond to me through emails and phone calls. They reached out to me ONLY after I posted a review online.Store Credit??? Defective Merchandise???Please know that this is their policy!I would have given them a ZERO if that were an optionDont buy from this company.

We purchased over $9,000 in product, but we cant get it delivered and they are saying they cant find it in the warehouse. We have already had to cancel the bed and we have 4 remaining items that are supposedly at the warehouse but they cant deliver them because they cant find them. Their internal processes for delivery are just awful.

Good to go and see the furniture before buying, but seems odd that they give thier sales people minimum sales requirements. When it comes to furniture, the sales people just order it through the West Elm website in front of you. The prices are not great compared to the quality of furniture.

We placed a large order in July, 2020 (2 sofas, 2 recliners, and a large bed) and at the time of order, the expected delivery dates were all in October, 2020. The sofas arrived on time, but they didnt assemble the legs correctly, and we are still waiting on that to be fixed. Our recliners finally arrived in April--after about 3 dozen phone call and escalations. The bed arrived broken (In November), the replacement bed arrived broken (in April), and the next replacement was never placed after dozens of calls and now is out of stock (June). SOOOOOO not worth it. Never again!

*****I wish there was a way to have ZERO stars!!*****Bought and customize Andes sectional and the frame is made of plywood and broke. CS will do nothing. The fabric got all pilly and the the cushions eventually deform. Not worth the money or the stress dealing with horrible customer service. I will never buy from West Elm again. There is a reason you cant write reviews on their website. They would be out of business.

Store mislead me on delivery time for couch. 6-9 weeks is likely going to turn into 5+ months. BS excuses about supply chain issues is getting old. Be upfront about timing -- we all know that global supply has been an issue the past year but dont try to get my money by promising something you cant actually deliver on.

Tried using their free design consultation services and scheduled and had a virtual call. I understand this service is free and they do while they aren’t super busy in the store but it’s been two months since the virtual consult and I have yet to hear back. I even sent the designer that was assigned to me two emails to inquire and never heard back. I went in the store today to look around at a whole list of items I had found on my own online and walked around for more 45 minutes and not one store associate asked if we needed help. I ran into what appeared to be a store employee and asked her “do you work here” and her response was “yea what’s up” not the nice polite professional response I was looking for nor did she follow up my other question about a product with is there anything else I can help you with but just walked away. I looked around and of the store associates were on their computers not one of them got up while we were near there looking at fabrics to ask if we needed help they just sat there. Horrendous customer service experience with this store!

Worst customer service. I purchased a Marcio Display Coffee table mid January 2021. 6 weeks after it arrived it started to have what appear to be 2 stress cracks on either side. I called customer service and was told to take it apart, put it in a box and send it back. I told the rep I didn’t have the original box and didn’t think I could find one to fit. I asked if I could take it to the local store and drop it there. He said no, I had to send it back because it was an online order. We compromised and agreed on him sending me a new one and me using the box it comes in to return the damaged one. 2 days later I called to see if had been shipped yet so I could track it and try to be home when it arrives. The customer service rep I talked to was belligerent and said that they don’t send anything out until they get the damaged one. I tried explain to her what the first rep told me. She was having none of it. I told her I had the email he sent saying it would be shipped. I asked if the email was wrong or was she. Next thing I know I got an email saying “ ORDER CANCELLED”. I will not be doing business with West Elm or it associated stores again. Over $400 down the drain.

I chatted with a very nice sales rep from this store over the phone regarding a few of their products. Rather than go back and place the order online (which would have been much faster and more convenient during a free shipping promotion), I ended up placing my order through the store in an effort to give them direct business during COVID.When it came time to pick up, it took over 20 minutes for the loading dock person to answer any of my phone calls or doorbell rings. I had the back hatch of my SUV open and ready, but instead of dropping the bags in the car, he plopped them all down at my feet and told me he cant put anything into a car. I then had to squat down and lift heavy items up off the ground in order to load them myself, despite being 8 months pregnant. It seems that I can root through and touch any item in the store, sales people can then touch all of these purchases as they wrap them up, the loading people can touch all of the bags and boxes as they transfer them out to the dock, but they cannot place items into an open vehicle which would be the only step in the process that actually requires zero contact.Frustrated by this, I decided to return my order. Back at the store, I explained the situation to the manager, Jacob, and he was really rude and snippy about it. Apparently this irrational and ineffectual policy comes from the city and/or from corporate, and therefore he felt no need to empathize or apologize for the situation. At the very least, he could have agreed that they could do a better job informing customers that you have to be able to self-load all in-store orders into your car, no matter what your health status is or how heavy the items are. Hes young, seems to have no empathy or concern for others, and has no business working in a position of customer service. I will never shop at this store again, despite being a fairly steady customer on furniture and other expensive items in the past.

Terrible buying experience at this West Elm store. Here is a quick summary of what happened (my problem is still not resolved).I went to the store and inquired about placing an order for two (2) Finley chairs ($400 each including shipping). I was told that the order would be delivered within 4 weeks, after I inquired several times about the delivery date, since this was the determining factor of my purchase. I was ensured that the delivery date is correct and could vary one week, which I was fine with, so I decided to make a purchase.Two days later, I received an email letting me know that the chairs are custom made and would be delivered 4 months down the road. This was obviously unacceptable, so I called the store to cancel the order. During the phone call, the store clerk came up with a reasonable suggestion that I should buy two chairs with slightly different color legs, and she advised me that she would cancel the original order I placed. I was fine with that and I went to the store and made another purchase (assuming that I would receive a refund on the original order).A month later, I received an email that was advising me on the status of the original order (something about the order starting to be made). I immediately called the store and was told that custom orders cannot be cancelled. I proceeded to talk to the managed, which advised me that they would take care of the issue and call me back.Two weeks later, after I did not receive a phone call back, I called the store again, and was again told that custom orders cannot be cancelled... I felt like I was talking to a robot.This level of unprofessionalism and the lack of care is unbelievable. All that is left for me to do it dispute the charge on my card and leave the chair that get delivered, 2-3 months from now in front of their store, or file a lawsuit... It would be so much simpler is someone would actually listen and call me back with a resolution...I am very disappointed and will never order from West Elm again.

Ive purchased several furniture pieces online for delivery before and I have been pleased with the quality of all the items I received including the white glove service. But this review is for the staff at the Denver store from my experience yesterday after my daughter and I went to go browse since we have never been inside their store before and we really want to experience that. As we left we were impressed with the staff as they were very welcoming and very informative even though I told them that we are just a couple of browsers. I am eyeing a couple of couches and when we’re ready to purchase we will be going back. Thank you for the positive experience

I bought a beautiful and expensive duvet cover a year ago and it has completely started to shred at the seams, when I called the store to exchange, they said after a year it would be considered normal wear and tear..... That is unacceptable! I went there expecting quality. I have had duvets that have lasted years before without issue...but with West Elm I guess the quality is not what we are told it is.

Do NOT order a custom piece EVER from West Elm!! The worst quality & customer service I have ever seen! Delivery & installation was even worse, still trying to get my piece fixed from the installation! TERRIBLE COMPANY!!!! Stay away, far away!

Had a $1,000 table delivered over the weekend that was damaged in transit. The company is taking its sweet time to assess whether they will replace the table. This is completely unacceptable. Horrendous customer service. Stay away from this place.

Great customer service at this store, and they had exactly what we stopped in for.

This store is one of my favorites in the Cherry Creek shopping district.They have sanitizing stations set up right at the front door.I purchased a gift card today (11/13 @ 2:30pm) and the associate who helped me went above and beyond with service. She made sure the bag looked ready for gift giving. And I wasnt rushed out the door.I feel bad I didnt get her name.Thank you!!⭐⭐⭐⭐🌟

They did not have a couch I wanted in stock and wanted me to pay $79.00 dollars to have it shipped to their store? I will be shopping for a couch elsewhere. Since when did customers have to pay a fee when a store doesn’t have an item in the store? Never heard of such nonsense in my life.

Helpful staff and cool stuff

Do not shop here. I had a terrible experience with their store associates. Went into the store to buy a product that said was in stock and one of their employees was incredibly patronizing and lied about it being unavailable. He also said my online order would be declined. I bought the product not ten minutes later online and was able to pick it up (it was in stock afterall).I’m incredulous that such a store would tolerate discriminating against their customers in this manner.

I’d give negative stars if possible. My wife and I went into the store and no one said anything to us but spoke to everyone else. We had intentions to purchase multiple items. When will Cherry Creek realize that POC have money and can shop in their stores too!?!

Fabulous home furnishings and excellent customer service experience. Highly recommended.

If I could give West Elm negative stars I would. I’ve had the absolute most terrible experience with this company.We spent $2500 on two brand new Eddy Sofa couches. They came in beautifully but took almost over 4 months to arrive when originally quoted 6 - 12 weeks . After countless customer service calls I finally was able to track them down and get them delivered. They sat in a warehouse for a couple weeks before the delivery team finally brought them to our new home.Now it’s been EXACTLY one year since they were delivered and one of the couches completely broke. The frame just snapped and the leg went through our couch. It was absolutely unbelievable since it’s just my husband and I and we’re both in shape. We don’t have children and do not allow our pets on our furniture. There was absolutely no reason for the couch to break.I contacted customer service immediately seeing if there was anything they could do to help us with the issue. I called and was promised that the Colorado team would contact me within 24 hours about the issue. I never received a call or email. A few days passed so I emailed customer service again with photos, and I was passed around from agent to agent via email (7 different agents) One agent then Promised that a part was ordered for me but there was no proof of what part was ordered and why a part was even ordered in the first place since it was the frame that broke. I finally got a hold of someone over the phone, waited almost an hour for them to speak with their manager only to be told there’s absolutely nothing they can do since we’ve had the couch for a year. No suggestion on who to call to help us get it fixed, no “we’re sorry”, just basically “tough luck, we cannot help you, goodbye”.$2500 couches should last 5+ years, not 1 year. I love the look of west elms furniture but will never ever be ordering from them again. Please save yourself money, time, and exhaustion and do not order your furniture from this company.

I love West Elm’s furniture and my wife and I have bought many pieces from them over the years. However, I have to say, I’m incredibly disappointed with their customer service - I’ve had issues with 2 pieces of furniture purchased from them and neither issue was ever resolved or followed up on. And when I brought the issues up while in the store, the associate was so rude and didn’t help at all. I find it unacceptable for any retailer to treat their customers in this way, especially at West Elm’s price point. I may question purchasing from them in the future because of this.

I love this store! Everything is beautiful and the staff is so nice and helpful!

West Elm has some of the best quality items for the value with beautifully crafted designs. However, the shipping and delivery processes are absolutely flawed. Don’t expect to get your purchases on time and don’t expect to get quality customer service when your items go missing. We waited over a month for our couch and when I called to see where it was they couldn’t find it and they said it would be another two months! If they could improve their logistics a 5+ star rated would be attainable. A terrible disappointment.

Every associate was great. I ordered a custom couch and told them about a previous negative experience and the associate called me a few times while waiting for delivery to personally give me updates. I really appreciated how intentional that was!!

I purchased the Austin swivel chair and ottoman in April. they originally quoted a delivery date for early August. With Covid I figured there would be delays. I got an updated delivery date a few weeks later for June. I was emailed a delivery window and chose a morning that fit my schedule. The chair was delivered on time and with no problem. I like the quality of the chair and the service experience. I would recommend West Elm.

Love this store. Very covid-compliant.

Bought a sofa a few weeks back during covid.West Elm requires White Glove Delivery.When the man arrived both had no gloves or protective barriers of any kind. Both were not wearing masks and were now assembling a sofa in my home.I asked if West Elm provided any, the man responded they do not.I called into to customer service and was told a manager would call me. No one ever did. So just keep this in mind, not smart and not safe.

West Elm product designers need to pick up and move elsewhere lol. This company has horrible policies. I went into this location looking for a chair but they keep nothing in stock. What’s the point of having a storefront if you have no inventory? If you want to order something, the shipping fee is about $150 to your home, but they will also charge you to ship it to their store for you to pick up there. I’ve never seen any other store of any kind charge you for a restock to their own location. I love their designs but they are just too hard to work with, during this experience and precious interactions very similar to this.

Great products, extremely disorganized, poor communication and delivery service. We ordered a bed from west elm and when they delivered the bed the frame was broken so they took the bed and then re-delivered just the pieces that were broken. I had to remind them that I didn’t have the other pieces so they had to take it away and re-deliver. They delivered 2 chairs and one was broken, they delivered weed our couch and it had the wrong cushions. They always said west elm will call you and set up delivery. They never call. They need some serious improvements in their communications and organization. So frustrating.

A few weeks ago, we went in to our local store and picked out a beautiful dining table. We wanted to check one other table out but were encouraged to order it through the store because “it would really help them out.” We decided on the West Elm table and have now called three times to order. The first time, the associate said “they were slammed and couldn’t help us.” The second time we called we were hung up on. The third time we called we were again told they were too busy to help us. For a store who made a big deal about “helping them out,” they’ve been unbelievably unprofessional and uninterested in our purchase. I expected better from West Elm.

I bought a few planters in-store and got them home to find out that they weren’t the colors I purchased and also had different finishes. To top it off, the store and customer service were unable to modify an order of mine that hadn’t shipped yet. I spent half an hour on the phone and came out the other end with no remedy and had to place an additional order that would ship at a later date.

I too would give negative stars to this location if I could. The manager working on 11/01/20 is snoody, inconsiderate, and COVID has made her lose her mind. Basically as soon as she takes your money you’re on your own. For example the hundred plus pound dresser I bought - not helping, the box another women brought in for a return- nope. She claimed it was a COVID thing yet she had no problem handling cash and doing “design” consultations 1 foot apart from customers. She wouldn’t even look me in the eye - probably because she knew it was asinine to refuse to help people load a car. One lady was amazingly sweet and felt bad for me but for the most part all employees were too good to help me out.

Side walk sale got a killer deal and a side table that is slightly broken. Was 200.00 on sale 120.00 offered 50.00 and they accepted my offer.

Cassidy made our shopping experience so pleasant! She was informative and fun. Thanks for being so helpful, Cassidy!The other team members were very helpful as well, offering to put our items in a holding area behind the registers while we shopped.

West Elm allowed me to buy a lamp at $160 bucks. It arrived, and the next day its on sale. So, I can return the lamp, and order the new one and save $50 bucks. Rather than jump through the hoops or returning and ordering a new one, they should just refund a little and save some cash on UPS fees. But, theyre unwilling to do that. I guess the winner here is UPS because upper management doesnt allow for price adjustments. Interesting huh? Anyway, the lamp is cool, but just cause of the policy you only get 3 stars.

Quite frankly I’m appalled by the service at West Elm Denver. Let me describe to you this situation as it occurs. I have several items that I have been waiting to return until shelter in place released. These items were on back order and I waited a long time to receive them in the first place. They finally shipped early April when Covid restrictions were at the peak. I am now being told by the manager that he cannot return because it’s more than 30 days past the delivery date (it’s May 25). Instead of advocating for me and helping me, the manager instructed me to call customer support where he Acknowledged the wait time could be over an hour. While every other organization is going the extra mile, this organization makes an already stressful situation more stressful for their patrons. I’m really tired of spending my money with an company that has such HORRIBLE customer service. And now the manager just looks on as I wait patiently on the phone instead of actually helping me....

4+ month delivery delay and poor customer service

I have always loved their products but beware as some items take very long to arrive. I purchased a hanger for a tapestry and a tapestry. Both were featured together. The hanger showed up within a few days but I waited at least a month for the tapestry. On the day the tapestry arrived I went to use the hanger and found out it was the wrong size. 3 people and 1 hour later I was told there was nothing they could do to help me return the hanger because it was outside their return window. Deceiving information on website..

Good staff in the store but very slow delivery. All items were selected in store and ordered via the online platform, which has both extremely slow delivery times and high delivery costs. The delivery times are not made clear until purchases are complete.

Whatever you do, dont order any furniture from West Elm. I tried furnishing my living room with items and have had a nightmare of a time with the company. (The store itself is very nice and the representatives are really helpful however the company, shipping issues, and central customer service is the worst Ive ever experienced).Ordered the Henry sleeper sofa and the cushions wouldnt stand up on their own and theyre hard-stitched to the sleeper so you cant rotate them meaning that the cushions sit at your mid-back in a lump. Also ordered a media console. I have been on the phone with West Elm for over three hours due to hold times of over an hour. The media console is lost in transit for over a month and they cannot refund the money because it hasnt been delivered so Ive opened a dispute with my credit company.I also ordered a bookshelf and the day before delivery, they call to let me know it was damaged and the replacement wont be in for another month.Each time I call, I wait on hold for at least 20 minutes and up to an hour and a half. After ordering this stuff 1-2 months ago, still waiting for two refunds and a delivery. West Elm may be good for small stuff you can buy at the store but Ill never order furniture from them again.

Love West Elm products, but, super unfortunate that I cant say the same about my experience in the store today. Staff I interacted with were rather rude, and tried to make me pay for a mistake made by them in the return process. It was just very poor customer service, all around. I wont be returning to that store.

I have been waiting for an outdoor sofa for 3 months. Every month, a few days before delivery they push the date back another month. At one point, they did deliver a sofa but it was the wrong item. Their mistake started the whole wait over again. Summer is rapidly slipping away and I havent been able to enjoy the item I paid for. Im really disappointed I havent gotten my item or offered any compensation for the issues.

A truly wonderful furniture store. It is not a cheap store, but you will find a wide variety of furniture for every type of home! The quality is also exceptional, built to last with real wood vs the pressed board from Ikea.The staff is also helpful in answering questions, or showing you a few different pieces.

The whole store smells so good! I couldnt pinpoint the exact scent, but I bought one of the candles. (40% off!) Every one of them smells incredible! And the employees are so sweet and helpful!

Horrible customer service. Have tried several times to reach anyone at the Cherry Creek location but the phone is never answered. In person, the staff is uninformed and apathetic. Used to be a customer but have given up and moved on.

Placed an order beginning of July for in stock items and delivery in 2-3 weeks (late July). As of mid-August, having logged approximately 15 hours on hold and speaking with customer service, deleting items from the order that were possibly holding up the order, we finally have delivery scheduled...for mid-September. Dont believe their delivery time frames.

Shannon is a new designer at West Elm who responded perfectly to all of our needs. My daughter and I booked a design session with her to design her first apartment. Shannon was not only knowledgeable and well educated, but she went above and beyond to make sure we got our very best deal, including getting points on the West Elm Credit card which saved us $350.00! My daughters apartment is the cutest in town and the cost was under $5,000 and completely furnished!

My wife and I fell in love with the Newport Sectional and could not find any sofas nearly as attractive, but all of the negative reviews online and on social media had us terrified. We actually reached out for help through the online design assistant service and were connected with Katy Bryant, who was extremely friendly and reassuring. Throughout this entire process (1 month) Katy was there for us, and patiently addressed our concerns. It felt nice having someone we could rely on and we put our faith in her, even after almost canceling the order, we reverted back to Katy, who never strayed from being personable, funny, and relatable. Now we have a gorgeous sectional in our living room and I trust her with all future purchases and design questions. Thanks Katy! Youre the bom dot com.

They have nice furniture, decor, and good sale prices. Katie is awesome. Shes friendly, gave great suggestions, and worked to get my order delivered in time for my guests. I will buy more from here.

West Elm borders on a scam. Their fulfillment services are a joke and their customer service is atrocious. We ordered a $3k couch in November and they lost half of it and kept pushing the delivery date without telling us what was going on. They then offered to do a split delivery on our furniture so we could get our tables. They brought the left arm chaise with out tables and realized they shouldnt have. They took it back and now that part is missing and the other half is ready to deliver. No one will call me back and no one takes responsibility. Do NOT waste your money or time here. Go to CB2 or just about anywhere else.

A couple of months ago I purchased a new sofa and ottoman from this store. It was delivered faster than expected and the delivery men were friendly and professional. I recently purchased a dining room table and chairs but this time I opted to pick up the merchandise myself. The day I went to retrieve the items there was an error and one of my six chairs was not available. The manager, Anna, was quick to address my issue with me and get me on my way. Within 2 days the missing chair was located and I was notified that I could pick it up. In the mean time I found a slight flaw in the table I purchased. After calling the store and speaking with another manager, Brad, I was not only offered replacement of the table but he also offered to deliver and set up the table and the missing chair. They also kindly brought a tray I purchased over the phone - all at no charge to me. The delivery team was very courteous and professional and made sure to clean up before they left! Unfortunately we cant always have a perfect experience but in this instance the minor errors were addressed promptly and the West Elm team went above and beyond my expectations. For me this was a great customer experience and the people at this store have made me a customer for life!

Trying to call to get a damaged item returned. Nobody picks up on a Monday at 1pm?

I ordered a coffee table and two matching side tables from West Elm and arranged to have them shipped to my home. A few days later, UPS delivered a rather small flat box to my home. It contained a plank of wood. Literally, a PLANK of wood. What about the legs, I wondered? Turns out that the legs were on backorder (which they never told me) so the plank of wood was the coffee table top (the legs to arrive by separate shipment). It was a lovely piece of wood but alone it served more as a door than a table. I called West Elm and was told they were not sure when the legs would arrive, nor did they know when the side tables and their legs would arrive. I was told that it was possible that the legs and tops of everything could all arrive on separate days via UPS with guaranteed delivery by End of day -- I am never really clear on what End of day means. Basically it means anytime between the morning and the end of the day. That time frame is not only meaningless to me but it also meant that it was possible that I would end up waiting for 5 separate days for each remaining piece to arrive. I dont know about anybody else, but I have better things to do than wait around for 5 days expecting UPS to deliver things to me. I cancelled the order and returned the plank of wood. It took me 95 minutes on the telephone with West Elm while they tried to figure this out. No lie. Thats what happened. I cant make this stuff up people!!

We ordered our chairs to be delivered in the store over a month ago. When we initially made the order it took us about 30 minutes for someone to actually help us. Like other reviewers, the customer service we received was and continues to be AWFUL. The attendant acted like we were a huge inconvenience to her and could not have been more rude when we had a couple of questions for her about the ordering process. Not exactly how you would like to be treated when you spend $2,000 on merchandise.We still havent received our order (its not 2 weeks over due from the time of the expected delivery). Every time I call, they give me a different answer about whether or not the chairs are ready for pick up. Last week I was told they were ready, but when I went into the store to pick them up, I was told that whoever I spoke to was wrong, and the chairs were not ready for pickup. They were unable to give me an estimate about when they would be delivered. Ive spoken to 5-6 different West Elm employees and each and everyone has been rude, incompetent or both.Do NOT purchase from here. There are plenty other furniture stores in cherry creek that will actually value you as a customer and will provide much better customer service.

Had a very pleasant experience at west elm this past weekend! I was looking for a sectional couch and Lisa could not have been more helpful. She helped me find my dream couch, from comfort, style, and material she showed me all of my options and made sure I found the best fit. I am so excited for my Harmony sectional to be delivered in a couple weeks!

Received the sofa I ordered without any cushion covers. The furniture delivery people said oh this happens all the time just call customer service and they’ll overnight the cushion covers.I called, customer service and they said not a problem, we ordered them and they’ll get shipped to you in 5 days. I asked for them to be overnighted but they said that the 5 days was as expedited as possible.I got off the phone and received a back order notification for the cushion covers. I called again, this time it was an hour long call. Apparently some of covers could arrive in 5 days like promised but then the other covers were on back order until May 2019! I’m not sure why I was sold and delivered a couch where the cushion covers were not even basically available for.I said to the customer service person, well that’s not going to work at all since I can’t sit on the bare cushions! I asked to return the sofa and get my money back and I also canceled my chair order since that kept getting back ordered (pushed back another month). The customer service person Annette was helpful and understanding but that was the only good thing about this experience.I’ll now be without living room furniture again and most likely won’t use West Elm to re-purchase it. I also went back on their website and that couch with the color cushions I ordered is still on there just waiting to be purchased. Nice👍🏻

All time worst customer service. Ignore the estimated ship by date on the website--delivery takes four months. I cannot recommend ever ordering anything from this store or the website.

Great customer service and high quality furniture! I love their mid-century furniture thats Fair Trade Certified and sustainably sourced. The quality was outstanding in the mid-century console that I purchased. The team at West Elm was super knowledgeable in helping me decide which size of console to purchase. Everyones always so friendly and approachable at the store!

I literally have never experienced this ever. I ordered a bunch of stuff from West Elm because we moved to a new house. The delivery guys come and side table is missing. They said it was damaged and that I would be getting a call. 2 days later, no call. I called the manager of shipping at this store-- she gave me her card. No answer, no call back ever. I called West Elm customer service, apparently the side table had been returned to the store and no one had informed me. I would need to order it again. Fine, except some parts of my order were a gift so I didnt want it to go back on the credit card it was purchased with but merchandise credit. The lady I talked to was very helpful she said it would just charge the same card again and if it ever needed to be returned again then it would come back with merchandise credit. She said it would come via ups in less than a week. A week went by, no change to the tracking. I called, someone told me they would ping the warehouse I would get an email. Nothing. Another week went by and the delivery kept getting pushed back. It still said it hadnt left the warehouse. Called again, this person said they would personally call me back after the weekend. Nothing. Waited another week, so all in all since I ordered it had been a month and a half with nothing. I called, the lady said that actually inventory wasnt coming until December and so it wouldnt ship out until then. No one on my shipping confirmation does it say this, it now said it will be here by October 3rd. I tell her to cancel the order and just send me merchandise credit to which she says... oh it was already credited back onto your card. So helpful. The end.

I cant help myself in this place. I love their products and the Cherry Creek location has a great staff. They are attentive without feeling like they are hovering or overtly pushy.

Do not place an order for pick up at this store. They will sell your items to someone else and tell you it’s your fault because you did not pick up your item within 3 days although it’s says you have 5 days online. I called the online customer service number and they were much more helpful. I still have been unable to speak to a manager at this location and the sales associate was very rude. Did not say sorry once for selling our item to someone else.

These negative reviews are spot on. I think they have really awsome stuff, but their ecommerce AKA website blows. Someone else mentioned it, but I also thought I was getting the pillow case or shams with the duvet cover since the listing said AND shams. I even chatted with them online before buying to confirm. Duvet came today.....no shams. If you are going to spend the money, wait until this Chinese induced COVID is over and head on to the store. Dont trust their ability to get your order right online. Also, they just keep apologizing as opposed to doing anything about it. Once again, another company that has terrible customer service.

Avoid at all cost, both in store and online. I ordered a $1000 chair, only to get a call the day it was supposed to be delivered that chair has some how gone missing. Was told I would get a call Monday on a update, I had to call to get the update. Chair is still missing, other orders of the exact same chair will be fulfilled but for some reason mine won’t without any explanation whatsoever. Tried getting the local store involved, since I did not purchase the item in store, they treat you like you are leper won’t touch your inquiry with a 10 foot pole. This is a company famous for giving people the runaround, I will never ever spend another dime at West Elm.

Still waiting on my furniture to arrive. Its been over two months. So we just dont have couches in our new home living room. Ive emailed and tweeted - no response from the company. I will NEVER be ordering furniture from West Elm ever again.

..saw the outer building on an episode of cheaters from 2011! Hehheh

I purchased two couches from West Elm, after quoting me a max of 2 months, the couches finally arrived after 5 months! The West Elm representative reassured me throughout the process that I would be receiving some type of compensation for this significant delay. After delivery I reached out to them and they responded that they will not be offering any type of compensation. If you purchase any furniture, expect a significant delay, and dont trust them if they make promises.

Terrible Terrible customer service. Ive been a loyal customer for many years. 7 months ago I ordered new dining furniture, I am still waiting for the bench that completes the set. It has been lost twice, no one could find out where the bench is or when it would arrive. Finally they have ordered me a THIRD replacement and the delivery date has been pushed back by one month AGAIN. No one has answers as to why. Customer service literally has told me they dont know what to tell me. It sounds like, with all of the sales they are pushing, they cant keep up with demand. Its not worth the sale price, order else where.

Web store information on delivery estimates is completely inaccurate and nobody in the company seems to have any ability to track their freight shipments. Have now been waiting for a month on a table that was supposed to be in stock and delivered in 1-2 weeks. For how pricy the freight fee was, I expect significantly better understanding of where products are. Order status on the website continually shifts back estimated arrival dates despite customer service indicating that items are in stock and/or have been shipped. Nice furniture, but only if you can get it.

West Elm is a weird place. Its a nice modern and stylish furniture and accessory store. The store seems to go through periods where you love everything in it to not one thing looks good. I think that this store sometimes struggles to find its niche. On the plus side the staff always seems helpful and you always see them with customers.

Came here twice in 2 days. Staff was super friendly and helpful especially Anna and Megan! Oddly not what Im used to coming from NYC. 😜 Store was set up beautifully! They also validate parking which is nice since street parking can be touchy. We also love this area so its a nice reason to make the trip over for a shopping trip!

We purchased our dinning room set which is nice and fits well the space. Delivery was a nightmare. First of all super expensive but worst of all, each piece was delivered on a different day and not the date they quoted which made it very complicated to have someone home to receive it. We complained about it and received in store credit. But... story doesn’t end here. West elm was “so honest in wanting to make up for their mistake” that they gave a very short expiration date to this store credit. We haven’t been able to use and It expires today and I am out of the country so I called the store to understand if I could buy something (anything) to then come back o the store, return it and buy something else. Well, I can’t, that money will be lost. I spoke to the manager of the cherry creek store, Anne, she was super rude, not helpful at all and just kept on repeating “the store gives you enough time to use the money”. She wasn’t open to listening to why I was frustrated so I asked her to please pass the comment to her management that I felt that west elm really didn’t care about their customers, not even because I spent several thousands of dollars at the store. To make the point the store manager, Anne, hung up the phone in the middle of my sentence!!!! Thank you Anne for impersonificating what I meant about west elms poor customer service. Now, I don’t know how to pass the message but I want west elm to know that I am not spending a single penny in that store and I will tell my experience to every single person I can because a store who doesn’t care about their customers and making right for their mistakes shouldn’t deserve people’s money.

Ordered a sectional sofa and they kept changing the delivery window as the date came closer. I got a new delivery window the day of delivery, waited through the window and it never came. Called customer service a couple hours after the window and they stated the order had been rescheduled for the following day (no call to notify, no email, nothing). Ill be traveling so I decided to just cancel my order, but the shipping fee of $250 is nonrefundable even though the item was never delivered(they dont tell you this at any point while placing the order). At the store they tell you the delivery fee is high because it includes white glove delivery and building/installation of the furniture. But when you call to cancel they tell you thats the fee to deliver the sofa from the vendor to the warehouse so it cant be returned. Do yourself a favor and stay away from this store.

I placed an order in the store for a backordered item. The delivery date kept getting pushed further back, to the point of 4+ months after I ordered. When I called customer service to inquire, the representative cancelled my order without my consent. The most frustrating part is that all this time, the West Elm website lists the item as in stock.Never trust the delivery dates online - always call ahead of time to find out if they truly have your item.

If could give zero stars, I would. We bought a blanket for our bed at west elm. Fast forward 6-7 months and we have washed it a few times (per their care instructions) and it is fraying all over the place. Wife called customer service (note: my wife couldnt be a nicer person in these type of interactions) and explained the situation and the lady told us that we have had the blanket for 7 months as if that was an explanation for why it should look like that. To add on she told us that they have no way of proving that we washed it the right way and there was nothing she would do to resolve. Asked if she was kidding and she reaffirmed in a very rude way that there was nothing she would do for us. Taken aback, my wife said we would never be shopping at west elm again...wait for it...she responded, good!, and hung up.

I love West Elm products but this 1 star is for the TERRIBLE customer service from their “store manager” Brad in Denver who just hanged up on me on the phone.I went to the store a month ago and a nice lady helped me buy a bench they did not have at the store. When it was shipping to my home, I noticed on my online order they were sending the wrong one and I called customer service to fix it. After a few days, the second bench arrived and it was the wrong one (again), I think because of a tech problem showing the name and color mixed up with the other.I called the Denver store since they bought it for me when I visited a couple of weeks prior and the lady on the phone purchased another bench with a higher price and when I explained it was a higher price, she told me to call customer service and that she will cancel the order. I did call but she did not cancel the order so ANOTHER bench arrived in my home and O had to drop at the store and requested to please give me my money back. From the $355usd they have only refunded me $24 ( which is doesn’t make any sense) and I called today to check what was going on and this Brad was careless of their mistake, told me that payment has been processed and it will take 10-17 business days to get it back. I was upset on how I have to get the hit on my credit card and wait for something it was their mistake. He responded “well next time you should come to the store and don’t buy online”. I told him it’s their store mistake and that I can’t believe he doesn’t even apologize and proceed to say “I am not taking the hit and fire from you” and hang up. Sorry BRAD, you are a terrible store manager and should bot be in that position. You forget that service is a key component for and company and your duty comes with dealing with your peoples mistake. Leave this job to the other amazing guy that works in West Elm! Unbelievable to spend thousands of dollars on the store to be treated like that.

Truly the worst customer service ever. I purchased furniture for my office on November 4th. The original delivery window was scheduled for November 13th between 4-6 p.m. I sat here and waited until I finally received a call at 7:30 p.m. saying that they would have to reschedule me. They told me that they would call me back the next day with a window and then they didnt. I spent hours on hold, on the phone with various customer service reps and listening to the phone ring unanswered at the local delivery hub. They told me they had rescheduled for yesterday, but again the item never arrived. Then they told me that it had been rescheduled for Saturday between 2-6. I spent the entire day waiting for them and again they never showed, never called, nothing. Dont make the same mistake I did. West Elm doesnt deserve my patronage, nor yours.

Horrible customer service!!!!! I ordered a sectional on Oct 21st.... was suppose to have it by Nov 29th, then they moved the date to Dec 13th.... that came and went with no call or email. I have called several times to inquire, the last time on and off hold for an hour, they promised to call me back with answers... yet NOTHING!!!!!!!!!!! Now the date is pushed out to the 27th, and pretty much no one there cares. I wouldnt have ordered this sectional if I knew I wouldnt have it by this weekend, which is a big party Im throwing. Just crazy.

After 25 minutes of waiting, asking for help, being told Id be helped soon (8pm, they were not busy)ME: Can you help me?Employee: Is it a quick question?Was there to purchase several ottomans for a client - an ottoman a call earlier confirmed was in stock - expect when I was in the store, I was told they didnt have the ottoman, presumably because no one wanted to look for it.As a customer, I have avoided this store for years because of the poor service. As a blogger, I have passed on collaborating with this company because of this stores poor service. There is a reason for the 2.9 star reviews.