I ordered a sofa with chaise, the wrong sofa was shipped. No big deal, I called to speak with customer service and after being on hold with various representatives for over an hour was told Id receive an email. I called after getting email, was on hold another 20 minutes, the representative was working from home and had a crying baby in the room with her. This went on for a number of minutes with the baby crying in the background, at which point instead of placing me on hold to tend to the baby, she hung up on me. This is so unprofessional on so many levels, there are no words. Now Ive wasted hours dealing with a mistake made by West Elm to begin with, dealt with horrible customer service agents and continue to wait another month for the correct product to be shipped.

I went into West Elm looking for curtains and ended up buying this beautiful area rug for my living room. It was a wonderful suggestion. I will have to go back for the curtains very soon.

Terrible experience!!! It took 3-4 months for item to arrive, months after projected arrival date. Item was very heavy and decided to return it. Link to printing shipping label didn’t work and had to call customer service. Got return shipping label at 31 days and not 30 days and told I would receive full refund. Just got store credit. Called customer service and was on phone for 1 hour for them to tell me the first person misinformed me and they can’t follow through with what they told me originally. They do not care about their customers.

Really like the style of this store. I wish the website was more versatile. I picked a color and wanted to know which sofa I could get, but the site cant be searched that way. Not a fatal flaw, just a preference.

I was very disappointed in this location’s lack of basic customer service skills. I had recently purchased a set of West Elm wine glasses online and I had broke one glass accidentally. I looked to see if my local Des Moines store had the glasses in stock Online and they did and so I went to buy a total of 5 individual wine glasses (1 single glass and another set of 4). I did not see any on the shelf and had to find an employee to help me see if there were any in the back. Their inventory was set incorrectly and she first told me there were 8 glasses in the store when there in fact none. She told me I would have to order them online and I would have free shipping If I spent over $99. I asked her if I could order them to the store and pick them up and she said that would not be possible. I asked when they would be shipped into the store and they said they were not going to be receiving that particular glassware in soon and didn’t know when they would be getting it in next. I then asked that I only wanted one wine glass and a set and I could not order just a single glass from online. They then looked up the numbers of stores (outside of the state) so that I could look into it myself. I live an hour away and drove to this location specifically for these glasses and if I were in any other store, the store would have ordered these glasses in for me for in store pick up, would have secured a sale that evening and would have made the shopping experience convenient for their client. They have not only lost this particular sale this evening but the company has lost my business for lack of basic customer service.

Right across from the City parking garage East 2nd. Furnitures store, come and check it out, dont rely on just my words, you wont be desappointed, I guarantee.

I ordered a package from West Elm... The package was quite large weighing 250 pounds. I have to come to Des Moines pick up the package and load it in my vehicle all by myself because of COVID-19. Im pretty darn sure COVID-19 is being used by West Elm to have terrible service.

Furniture is good looking, but more form than function.

This is a fantastic store that has a lot of mid-century inspired items. A lot of the furniture is made with responsibly harvested and sustainable products. The furniture is also fair trade, so I know that the people that made it are receiving a fair wage.

Had my car towed out of their customer parking 2 and a half hours before they were even open. My family has bought a lot of furniture from here. How about you be a decent human being and maybe leave a note and call it in when you open. Will no longer support this terrible company.

Sophie was so helpful and so easy to work with. We got the couch we wanted and had a great time getting it! I would recommend this place to anyone.

I could seriously spend the whole day here, such cool stuff and glorious smells!

As a actual customer of this store. The staff has always gone above and beyond for me. I love my my chair and couch. Im actually writing this review right now because I just saw a negative review talking about how they were ignored and the staff is terrible. I can assure you that that is not the case at this location.

Despite what they say on their website, this place will close before their closing time because the associates are lazy and useless. I went here at 7:55 on a Thursday night. The door was locked and people ignored me until 8. Finally opened the door and won’t do anything. This kind of attitude is abhorrent. I will most definitely not be returning to this location. Just order things online and not bother with the most abysmal service.

Great new addition to east village. I appreciate their inclusion of local des Moines artists. I wish the staff were friendlier to those of us who dont look hip enough to shop there.

This is a great store with excellent merchandise and very friendly and helpful sales associates.

The staff here is honestly terrible. Every time I’m here, I’m just ignored while 2-3 employees stand behind the counter and chat. If I am by some miracle approached by one, and I attempt to ask questions, I just get a few “I don’t knows” before they shut down completely and walk away from me. As someone who works for pottery Barn (same parent company) this kind of employee attitude just wouldn’t fly at our store. It’s a huge disappointment in customer service, hence the one star. Multiple times I’ve shown up ready to spend $1000+ (this store is not cheap), and no one has the time of day for me, so I end up purchasing online or elsewhere. It is nice to have the local store for swatches and to look at things in-person first, but almost not worth the trip since the people suck.

Great addition to Des Moines. Clean, friendly staff who are always willing to help. Check it out!

Great Shopping for your Beautiful New Home #janecurlinteriors

It is nice to have a West Elm locally. Through talking to them, I have learned they have a local offsite warehouse with a larger selection. When ordering things online, there is a pretty steep shipping fee, which could be potentially be avoided by calling the local store and checking their offsite stock first. Most of the web specials are not stored in their offsite warehouse so you still have to pay shipping. If you are ordering a regularly priced item, it is definitely worth checking with them. I know other West Elm stores have Instagram accounts where they post the local discounts, if this one doesn’t have an account, they should add one.

Love! Love! Love!

Great furniture and helpful staff!

Great service and customer care :-)

Prices are very high... i love the product!

Great for Mid Century Modern decor!

Neat chachkas! 😃

Treats employees like garbage.

Very nice large shop.

Furniture was loaded almost as soon as we arrived!

Too much construction. Really elderly and lost receptionist. Dont expect too much.

Love that it is dog friendly

The customer service here is fantastic!

Great customer service

Eco friendly shop

Very nice people

Beautiful furniture and decoration for a modern home. I love the colors and textures.