Visited with my wife and received amazing service from Betsy! She helped us select the perfect sectional in a durable material and color. She also took the time to answer all of our questions and make sure we felt 110% comfortable before making our big purchase. Betsy still gave us space to talk about it, but was available to help. Would highly recommend her to anyone on the market for a new piece of furniture!

We bought a new house last year and wanted to fill it with nice custom furniture. We ordered with West Elm and they told us it takes 12-15 weeks. 15 weeks went by and nothing showed up and no one called us. We called their customer service several times and not one person could tell us where our custom furniture was. Long story short, they never found our furniture and the customer service was useless. The only solution they had was for us to put in another order and wait another 12-15 weeks for the furniture to maybe show up.

Today I stopped at my local West Elm in Grand Rapids Michigan.I was in a rush shopping to stage a home and had my two year old with me who was just over shopping, plus I’m 6 months pregnant. The store clerks were great! Allowed me to run around quickly and leave things on the counter as I shopped.Betsy was especially helpful as my son squirmed in my arms asking loudly to leave.She was sweet and considerate and allowed me to bring my vehicle up to the store front while she finished wrapping and bagging my new purchases.She brought everything out to my car with a smile on her face.What could’ve been a bad shopping experience turned into a great one thanks to Betsy.Just wanted to make sure the West Elm team heard about her hard-work and dedication to positive customer service.

Our experience first started with a call asking for rug swatches, which arrived two days after shipping. Very quick! Betsy was amiable and accommodating. A few days later, my husband and I traveled an hour to the Grand Rapids location, where Melissa helped us find the perfect rugs and dining room table. Melissa was very knowledgeable and hospitable.I would highly recommend this location and its excellent staff. We will be returning customers. Thank you, ladies!

I was nervous to come to the store, because previous reviews complaint of poor customer service. However, my experience was the exact opposite. We had multiple designers greeting us throughout the store, but they were not down your throat like other furniture stores. They allowed us to easily wander and explore the store, but made it known they were available to help when needed. We received help from one designer Kendra, and she was patient with our indecisiveness. She pulled out whatever swatches we were curious about, and gave recommendations on which fabrics are best for pets. We have not ordered our sofa yet, but I just wanted to show some appreciation towards to staff. It was helpful to see some of the sofas on display as well, and I am now purchasing a completely different sofa than I originally thought I wanted. All their furniture displayed was beautiful!

The store customer service is horrible. The girl that helped me at counter wasn’t very friendly to start. I had a $25 gift card for my birthday from the west elm credit card I told her multiple times she even asked me to read the number off for her. When I got home I realized I didn’t get my $25 off so I called the store. The first girl said well let me check with someone put me on hold and got hung up on . Called va a the second girl was so rude to me and said everyone is busy and put me on hold again. Then the first girl came to phone said the girl that partially helped me check out (which there was no partial she did my whole order ) said she didn’t remember anything about a birthday discount I would have to come back to store with receipt. I don’t live close by so this is such an inconvenience. When your spend money in a high end store I except much better service. I won’t be shopping in the store anymore!!! Better off shopping online.

Beautiful, modern West Elm store! I don’t leave many reviews, especially for chain stores, but we’re lucky to have this store in EGR. I’ve found the staff to be super helpful and welcoming each and every time I visit, which has been a lot as we’ve been decorating our new home. We’ve acquired a lot of West Elm furniture and furnishings over the years, and have found it to be beautiful and durable.

Very classic furniture and home goods. The staff is friendly and helpful. Its a fun place to go for gifts because they have some unique decorating items.

Never delivered a gift card ordered online. No contact from their customer service except to say “how great their service is”. Have made no less than 8 emails and calls, only to be ignored. Have had to resort to doing a credit card chargeback, and seeking assistance from BBB. Definitely not recommended.

The store is fine but their online customer support is terrible. Everything is backordered and you cannot find that out until after you ordered it. If it is backordered the company wont charge you for it until it ships but they constantly reverify the charge so the charge just keeps going in and out of your account. I ask, can I just pay for the item. They said no all you can do is cancel the item. Finally I went to cancel the item and they said, sorry you cant it is getting ready to ship. So I hop off the phone again and I get two emails with two different dates saying it is backordered for the same item again. I call back and they say oh the last person I spoke to canceled the item. I didnt get notification or an email and that person told me it could be canceled? I am still waiting to see if I actually get an email indicating its canceled. Likely I will have to call and see what is going on for the 10th time. Since they just reverified the purchase I have to wait 3-5 business days for a refund after that. Do not waste your time with WE, go help a business that cares about their customers.Update: I got an email indicating they order is delayed and it wasnt actually canceled again. Spoke with a person on the phone who had no clue what was going on aside from it was just backordered. I wouldnt order anything from their online site.Update: I received another email the morning after saying the item has now shipped even though it is suppose to be canceled and I already ordered another similar item from another company for that reason...

Some decent stuff, but way over priced. Limited selection, but there are some interesting items. These plates are funky I guess.

Ordered an end table, console, and area rug on March 8. Finally gave up and cancelled the order today (August 17) after over a dozen phone calls and/or emails asking why the order wasnt delivered. Most emails werent even responded to. The GR store was of no help whatsoever, and we finally had to speak with the companys service group to even get the order cancelled. A 5 1/2 month wait for three simple pieces is completely unacceptable.

Stylish & Modern. Knowledgeable & friendly staff. I have had great experience with shopping at West Elm in Breton Village. Design staff helped me generate ideas to make the best use of my space and I am so happy with my new furniture & lighting! Thank you West Elm Breton Village. I am happy we are one of the few areas in Michigan w a showroom and place to buy quality furnishings. I will be back!

Nice to have a showroom to look at a few items. The customer service was extermely lacking. No hello to anyone in my family. Asked a question about shipping and received a snooty response. The employees need additional training to interact with customers.

Selection is bare. Customer service is lacking.

I love their collection!The staff is very friendly and helpful.I have often purchased stuff for my office or for home and I recomend this place to my friends as well. Often I returned things here and the staff graciously helped me with the returns as well.Their collections keep on changing every once in a while and I like to visit here even to seek inspiration or new ideas.I recommend this store.

My 5th and last time I’ll shop here. We were never acknowledged, greeted or anything. Their checkout process is long and literally every employee in the building is behind the desk. Probably a good idea to have people zoned on the actual sales floor helping clients. They have cute stuff, but zero selling skills/customer service.

My favorite place for new mid century style furniture. I love the drip glaze dinnerware!Absolutely in LOVE with the linens weve bought here! Reasonable enough for a student dorm and timeless style for the jet set! Leesa mattress is so comfy...pair that with fluffy down comforter and soft linens...the makings of a late start to the morning! Belgian linen...hello!!

Really rude employees. Probably should treat customers spending thousands of dollars a bit better.

Nice Contemporary Furniture. I wish it had more furniture to choose from.

.In November of 2019 my wife and I bought $4700 worth of bed room furniture from WE’s East Grand Rapids retail store and received $425 in rewards valid three 5/27/20 which we planned to use to toward a new dining room table.When COVID Hit in March we completed our interior renovations and started selecting furniture. We attempted to purchase the table online but both items we selected were out of stock. In May we contacted West Elm and we’re told we would receive a new rewards card to extend until stores reopened.After a few weeks the card had not arrived so again we followed up with West Elm and sat on hold for over 45 minutes before our call was dropped.Tonight I called 5 times and was on hold for 30-45 minutes each time waiting for the customer service representive to talk to higher up . All of these calls were also dropped.Finally on my last attempt I waited for another 1 hr and 58 minutes before being told they were not extending any of the rewards from COVID and we were out $425.I own a furniture manufacturing company and design firm that has specified over a half million dollars in West Elm product for Steelcase projects in West Michigan and Detroit.I am absolute shock at how this was handle.Sorry West Elm you’ll never get another spec from me. Penny wise and dollar foolish

Love the furniture and we were going to buy our dining table from here, BUT the three times we’ve come in to look at it and be sure, we have not once been greeted or asked if we need help. Leaving the store again without so much as a hello.

Ordered a piece of furniture which was back-ordered 3 months- no problem. Waited another 3 weeks post back-order date and paid for white glove delivery (only option mentioned) for it to be left on my driveway. I spoke with management who said they would remove the shipping cost from my bill. They didn’t. Instead I received a gift card in the mail for the amount that I cannot use toward my problematic purchase. Which I only found this out after calling, the Grand Rapids store, transfer, transfer, lost call, transfer, transfer to other departments and finally banking who said I couldn’t use it. Finally, I called back the store asking for the manager, Rachel I believe is her name who wasn’t in. Spoke with employee Jessica, explained my situation and told her the bill was due the next day now and didn’t expect these complications. She kindly told me that she would have her sales & service management call me the very next day. Well, NO call. My bill is still unresolved and now I will be penalized a late fee on top of it! I would have loved to continue my business with West Elm, but after this mess...

I ordered a sofa and love seat from the store and was told the sofa would be in months after the love seat. The manager kindly told me she would do all she could to get them at the same time and four weeks later they were BOTH delivered to my home. So grateful! Wonderful customer service!

My all time favorite furniture store is finally here! I love the 1960s look combined with newer modern stuff. I love the colorful dishes here and the wonderful furniture in a beautiful store with friendly staff, I also love the rejuvenation brand. This was a perfect fit for the area. I hope to see rejuvenation and PB teen open more locations, also pottery barn kids would fit right in in woodland mall with the pottery barn!

This review is a culmination of our experience over the last year during which we have ordered a bed, multiple other small home furniture items, and recently new bed sheet sets. While the products and offerings at West Elm are extremely attractive (they keep bringing us back), the service has been exceptionally poor and is making me question shopping there ever again.First example: We ordered a bed and offered to pick the product up in store. We were told the bed was being shipped from another regional location and would arrive in 1-2 weeks. The bed was not shipped to the store for 2 months and this was in the face of routine calls from me, the customer, to check on my order status. Not once did they call for an update themselves. We would above all appreciate honesty from a retailer. If it is going to take 2 months, then tell us 2 months. At least then we are prepared for the wait.Second example: While a small detail, I think this story exemplifies the lack of care for the customer in a West Elm experience. I purchased a sheet set for $120. Two days later, the same sheet set went on sale for $90 and so I called the store asking for a price adjustment. I was told sorry we dont make price adjustments. So instead, I the customer, had to reorder a second sheet set myself for the new price, and return the first set. Now this is not an extreme amount of work on my end, but nonetheless a hassle. Most reputable retailers will bend backwards for customers however that has never been the case for West Elm. They simply dont care about their customers. It is unfortunate but true. Sorry West Elm, we are breaking up. We will be taking our business to CB2.

I am having a very terrible experience with the delivery of my new couch. It is going on 7 weeks and I still do not have a delivery date... this is unexceptable! When I was in store I asked the employee when I should expect this. She said well they say 4-6 weeks but count on 4. I said “are you sure”? She said yes! I would have never purchased this couch if I would have known this would happen. I call every day and get empty promises and no answers. I have no couch and no answers. The customer service number leads you to employees that have no idea what is going on and could care a less about your issue. I am extremely disappointed. I have spent a lot of money at West Elm because I absolutely love the items, but I will never order anything from them again. This is a mess.

For being a high-end company I sure am disappointed. Ordered curtains online, they have been backordered twice! Now pushed out SIX months from the purchase date, ridiculous. No compensation offered either. Canceled the order and will go elsewhere

Upside:Staff is friendly and helpful. They offer free in-home design services in you live with-in about 100 miles of the store.Downside:Furniture often takes a long time to arrive (3 month average some 6+ months).

The furniture was of great quality and beautiful. Unfortunately, my experience inside the store was not so great. My fiancé and I decided to stop in to look around because we heard such great things about the quality of their furniture. We spent about 25 minutes inside the store looking around and admiring all the different pieces. While we were there not a single employee acknowledged us, until we were walking out and a cashier finally said “bye”. While we were looking around we walked by 3 different employees and no one asked if there was anything that they could help us with or even bothered to say hello. We saw some pieces that we would like to purchase for our new home, but since we experienced such terrible customer service we are unsure if we will even go back to buy those items. As someone who works in the customer service industry, I would never treat a customer the way my fiancé and I were treated today.

Nice selection of modern furniture and decor

Melissa was extremely helpful to my wife and me today. She went out of her way to help resolve an online order issue for us.

Im so grateful to Rachel, the manager at West Elm in Grand Rapids. I purchased West Elm curtains online and, when it came to washing them, found that they had shrunk 2-4 inches in length per panel. I brought the curtains into the Grand Rapids store and was able to exchange them free of charge, even though they had been purchased online. Yay! Thank you again West Elm GR team!

The interior designers are extremely friendly, however the management is RUDE and unprofessional. Dont even get me started with Corporate West Elm and their third party white glove delivery service. My new rule of thumb is if I cant buy it from the store and bring it home that day, it is NOT WORTH THE HASSLE.

Good showroom, but you are far better off shopping online. Not much stuff in stock.Sales person was slightly pushy about her placing the order vs us doing it online so their showroom got the credit. I get it, I really do, but dont shove it down my throat. Im sure your mileage my vary.

The team here are the best of the best! Theyre great at helping you put together a cohesive design for your home.

Very unique and quality items.

Had a wonderful experience with the sales associate and manager when struggling with a return. Thank you for your patience, we will be back.

This has been one of the worst buyin experiences of my life!! What an awful choice I made by choosing Wedt Elm. One would assume that paying a premium for name brand furniture from a reputable brand that is affiliated with Pottery Barn and. Williams Sonoma, all places I trust and buy from. Boy was I wrong.I purchased a sectional furniture set, which we absolutely loved, that is until it broke in half 2 months in. Faulty craftsmanship, poor wood... whatever the cause, I am left highly disappointed.I wish I could say that this was the apex of my issues,, but this is merely where it all begins.I reach out to West Elm in order to rectify the situation, only to be transferred from department to department, having to divulge my personal information each time, until I finally reached someone who could help me after the 5th try. I was asked to email a few photos to them to illustrate the damage. I received an email back, instructing me to connect with the delivery company at that dropped off and assembled my fur student, as they would handle it from there. I connected with the delivery company, who requested that I send them photos as well, so they could determine if it’s something that they could fix, or seek replacement. Insulted that they would even ATTEMPT to repaid a couch that has zero structural integrity, I politely demanded that repair would be unnecessary and that a replacement is the only solution. They communicated that it was procedure to at least have her team stop out to the house to take their own pictures and assess the damage. They set up a day that week with the all too familiar 4 hour window of arrival.u was told that they would call my cell when they were on their way. I work 10 minutes from home, so I was ok with that. 15 minutes from the end of the window I receive a call saying they’d be late. Again, I asked for a call when they were on their way and I would meet them. The next call I get 30 minutes later, they are in my driveway. Frustrated, I asked them to wait and I’d be there in 10 minutes, and a raced away from work, only to find them gone. After calling the company, they were not apologetic, only telling me that they would process the replacement. Why couldn’t that have been done to begin with? I’ll tell you why... cause they never processed it.By now I am furious. I call West Elm again... steaming and finally reached someone who could help. I wish I remember her name cause she deserves a raise. I now have a new sofa being built. D will be here shortly. Easy process. Why couldn’t that have been done to begin with?Issues resolved? Nope. When purchasing I signed up for a deferred interest same as cash plan.... after making three payments, my wife noticesd interest accruing. I contacted the credit department who handled my complaint very well, issued a dispute. I was instructed to not pay on the account as it was inactive during the dispute and my new account would come in the mail once resolved and my new payments would be due at that time. WRONG. I was charged a late fee... my credit now dinged, and interest free option not granted, saying they can’t fix it. That is fraudulent advertising.In all, I am so disappointed with my purchase. No one at West Elm, other than the one young lady who finally help me, seems to care about anything. At this point I am very apprehensive to do any business with any of the companies. Definitely would not reccommend at this point in time.

They are so rude at this location.

On a pricier side but good quality furniture.

Nice store. Expensive, but we all know that.

This place might be a little over priced, but the curated selection of items is really impressive. Easy place to get inspired about decorating.

Love their offerings

Great store with friendly staff

Nice furniture selection

Nice store, helpful staff

Stores have limited product, price too high for the quality, and sales are not very good at all.

👍

Fun fun

Beautiful store