Gotta Love ❤ West elm my go to Spot!!Im a designer here in Houston one of my favourite stores to shop at!!!Never do they let me down away great 👍 and beautiful things.The bedding 🛌 🧡🧡

I just want to share the great experience that I had at this store yesterday. At first I called to ask if there was a mirror in stock at your store and the lady who answer the phone couldn’t find it, but I still decided to walk into the store just to take a look of the item in display. Then, one of the employees (Aseel Alani) approached me and ask if was anything that she can help me with. I was amazed of how diligent she was. After looking all over the store she finally was able to find my mirror in stock; she also spoke to the manager about a price adjustment question that I had. I couldn’t be any happier and satisfied with the service, she was just wonderful.

One of my Favorite place! The really sell quality product and very fancy stuff! I always go there when I want something new for my home

The furniture is really nice, but the delivery time is way too long.

Awful customer service. Below average customer service in person and over the phone.They will never ever go out of their way to truly help answer your questions and even less if youre calling with a question over the phone.

I just had the most delightful experience with the help of Camille. There was an item that said it was in stock online but she hadnt seen it in the store for quite some time. Despite that, she went into the back and found my magical item- a butter dish. She told me all about the designer, delighted with me that we were able to find it, and generally made my entire day. Camille really made my visit special and Ill come back here to see her if for no other reason. Thanks, lady! ❤️

Excellent! 👌Its an incredible store environment is beautiful staff are so knowledgeable and soft spoken. This store has a variety of furniture and other interiors, my friends and i hav done lot of shopping frm here. Really appreciate there tru business and values. 👏👏👏👏👏👏👏👏👏👏💯%

I am reporting this company to the BBB. Not refunding shipping charges when the item has never been shipped is criminal. This company has horrible service. I ordered two shelves, once they were ordered, I then received a message saying that it would take more than three months to receive them. I tried to cancel and they would not let me. I spoke to them again today and was told that if I still wanted to cancel, that they would not refund the shipping charges of $149. They have not shipped it yet. How can you justify keeping the shipping charges on something you have not shipped yet? Do not buy from this company. Very disappointed!

A special thank you to Briana who helped us with a design consultation for our living room. I ended up LOVING the items she chose!

Ordered a sofa 2 months ago, to be delivered in April. Received a subtle email indicating they canceled my order, after 2 months of waiting, without explanation. I called customer service and they said “the vendor (3rd party) canceled and we don’t know why, nothing we can do, you just need to deal”. I spoke to a manager who literally said I had two options 1) “go on my merry way” or 2) purchase the sofa again and hope for the best, but delivery pushed out to July...... sorry for the inconvenience our vendor caused.Understand that customer service reps hands are tied by west elm’s policies. I blame their policy and their lack of empowerment to customer service to make the situation right. I would have been satisfied with a slightly expedited second order under a new fabric, or even just a discount on the delayed order. Fairly simple and standard restitution practices.AND they will be charging me for the full order even though it’s been canceled, and I will need to call back when they charge me to process a refund. How is that acceptable?I won’t be ordering from West Elm again.

My husband and I ordered BEAUTIFUL antique brass curtain rods. Upon installation, we discovered that there were missing plates that are imperative for fixating the rod to the wall. My husband called and talked to a customer service rep that seemed helpful and told him that we would receive the missing hardware in 7-10 days. AWESOME! 14 days went by and we kept checking the mail, waiting on them to arrive so we can proceed with putting our new curtain rods up. My husband called West Elm again and they said they had NO RECORD OF HIS CALL AND NOTHING WAS EVER SENT. Looking for a solution to the double issue they have caused, the rep my husband was speaking to said his only option would have been to send the whole thing back HOWEVER we were now past the return window and couldn’t send it back. WHAT?!?! My husband argued and said we wouldn’t have missed the window two weeks ago when you said you were sending my plates to me! They didn’t give us any solutions. We’re stuck with a curtain rod that we CAN’T install because of West Elm’s below par services. From the looks of many other reviews, they have a great reputation of poor customer service. Do yourself a favor and don’t put yourself through purchasing of their products. You will be disappointed to say the least.

Living up to its name in design and home furniture. The free design consultation gives you a wholistic view of what the company offers and other products you may never have known would suit your needs. That being said, the pandemic has caused a lot of delays in custom furniture delivery so dont hold your breath.

Terrible experience. Unacceptable and disrespectful customer service. We ordered a sofa in Oct 12, 2020 with an expected delivery date between Dec 17 and Jan 4. It is March 7 and they just keep pushing back the delivery date which is now March 16. During all these months only one single call from customer service. When you buy something from a fine store like West Elm, you are willing to pay more to get excellent products and customer service. Unfortunately in our case, we didn’t get any of these. I do not recommend West Elm to anybody.

Do not order from them, at least dont order online. This is a very bad company to deal with. I ordered a SMEG kettle mid April from their website, it supposed to be a Mothers Day gift. The confirmation email says it will be delivered to my mom on May 4th. I went check on their website today (May 2nd) and realized they cancelled my order about 6 days ago. I have been looking for emails from this company everyday to see if they shipped the product, I got nothing but junk mails from them every single day (sometimes more than one a day). I called the customer service and they told me it was their suppliers problem so they cannot deliver. It is totally unacceptable that they just cancelled my order without informing me. If you want to risk your timing, go ahead order from them.

Ordered $6000 worth of patio furniture. Was supposed to be delivered in 30 days. After 4 Months of delays, I cancelled the order. West Elm refunded all but $539. They said $539 was for the Shipping Fees and Shipping Taxes.Yes... Shipping fees and shipping taxes of the furniture I never received. Sounds like some Bernie Sanders type of ish...

Every time I speak with a store associate they are rude over the phone. They do not want to help me find a solution. They rush me off the phone and they show poor customer service every single time. I always have to speak to the general manager Daniel who is able to help find a solution and diffuse the situation. You can only enter the store by appointment so it is not like they are extremely busy. So why are the associates not going over and beyond to help assist a long term, paying customer who is giving them a paycheck every two weeks. I don’t understand the lack of customer service at this particular location. If it wasn’t for Daniel helping me. I would take my money elsewhere. Customer service goes a long way and when majority of your associates are not providing that, customers will find somewhere else to conduct business. I advise management to circle back with associates on their number one priority, which should be the customers. Especially at a time like this to be helpful, sympathize, and understanding with customers. Super disappointing that I can expect every time I call this West Elm to have someone answer who is; rushing me off the phone, can’t help me, or telling me to call back.

Me and my husband spent a good time consulting Angelina. She took her time and helped us find the ideal dining table and chairs for our apartment. She was patient and gave her her own personal opinions. Such great work ethic! Thank you Angelina we can’t wait to receive our dining set!

They have some of the most beautiful items, but its nearly impossible to get your order on time or at all. I placed an order for some amazing curtains that just so happened to be on final sale. I quickly ordered and patiently awaited. When they didnt arrive as scheduled, I checked my email and saw an email with a new shipping order, as the previous order had been returned. I never returned it as I had yet to receive it. I then continued to wait, and finally called them. The very rude man that answered the phone told me they were out of stock and hed refund me my money, but he refused to investigate where my order was. I never got the money back to my card, but to a gift card for their store via the mail, after attempting to charge my card three times! I dont see myself ordering from them again.

Wide variety of modern and mid century furnitures. Lots of cute stuff to buy and decorate inside and outside of your home. Prices are lower compared to similar brands which is good

We bought over $10,000 of furniture with West Elm in May and had them store it until our house was ready in October. When our furniture was all delivered the bed was missing! After a couple of weeks and many phone calls we discovered West Elm sold our bed and they didn’t make it any longer! Then we get offered a discounted similar bed how ever that’s got a back order of 12 weeks on it!! Just discovered it’s now another 8 weeks away after waiting 12!!!!Do yourself a favor and buy your furniture elsewhere!!! 😝😝😝

Walked in on Saturday afternoon in search for a dining room set. I had already seen some online but wanted to see the finishes in person. Basically already ready to purchase. Customer service is horrible. Not one person greeted. Not one person asked if we needed help. Store was tidy and well setup. Negative rating is just due to the poor service. So many other places want your business.

Purchased some very nice antique brass curtain rods. Upon opening and half way through installing them I noticed the hardware brackets were missing. Bummer. Called customer service and they said 7-10 days I would recieve my missing hardware. 14 days later no hardware. I called back, no history of me calling about the missing hardware. The rep informed she had to request the missing hardware to be replaced. That may take 7-10 days, before theyt know if its even possible to get the missing hardware. I asked about a replacement, I was informed I was beyond my return period. After a little griping they agreed to replace my curtain rod only after I sent them theirs back.....And it will take a month to get another one. This place is a joke. Good Luck West Elm, I surely wont be back.

Received a damaged buffet table. Customer service said they do not handle and would have to transfer me to their furniture department. The person there asked that I provide photos and to expect a response in 5-7 business days. After 7 days I still have not heard anything. Upon contacting them again I was told that they havent heard back. My wife and I love West Elm but weve never had this many problems when dealing with damaged delivery of furniture. The one other time was with CB2 and they promptly scheduled us a replacement. Unfortunately this experience will probably make this the last time we order anything from West Elm.

Went into the store. No acknowledgement whatsoever. Found some counter stools on my own. Ordered online. Very deceptive shipping. Under assembly it stated white glove service. Spent $70 for shipping. Came in boxes unassembled. Called customer service. $149 extra!!! Very disappointed. Was planning to order living room and breakfast set. Not happening.

Rude staff. Went into the store to buy a chair and no one greeted me after 15 minutes despite seeing me sitting in the chair.It wasn’t busy. When I tried to ask someone a question about it they brushed me off.

Daniel was amazing helping my sister and I find everything. But when our purchases were rung up it went down in customer service. The younger people dont understand customer service. We came close to telling her to keep it all! But we love our purchases.....

I ordered a bed and it came stained, scratched, and with stripped holes for screws. This is the second west elm bed I’ve been disappointed by. The first one broke - metal snapped completely - after less than two years of use. I’m very disappointed in the quality and this is my last piece of west elm furniture.

This store always provides me great decorating ideas and inspiration. The staff is always helpful with suggestions.

Its closed, and pretentious. Only way to get in is to make an appointment. We showed up with gift cards in hand, ready to spend money, and ZERO people in the store. They told us the soonest we could come would be 5 days from now. Get real. I understand theres a virus but the store was literally empty. Salesperson was rude, and useless. Change your hours to closed, appointment only!

They are appointment only right now due to COVID but seriously the woman who helped me was amazing. She dug through the back to find the duvet I saw online and was just super super helpful and interested in the design ideas I had.

I had a face shield on and they required I add a mask. I told them I could not breathe with both and I had to leave. Why would I need both?

Appointment only. Doors are locked. This management is not interested in business. There were 4 customers in this large store. 2 stars because they actually allowed my entry to return an item that was delayed 6 months in shipping. I miss the Highland Village store! Oh and please learn to wear a mask, it should cover your mouth and NOSE if you’re so concerned about Covid🤦🏻‍♀️

I like the website experience a lot more

Quite a bit smaller than the galleria location, but still had a good selection. The staff is very helpful and everyone was wearing masks.

I get it’s covid. But they’re doing a terrible job at managing it.1. Update your hours on google AND notify that it’s by appointment only.2. When customers stop by and see only 4 people in the store (with a sign that says max 35) it’s BS to turn them away when they are already there and say we are “fully booked”.3. There were people not wearing masks shopping even though it says required.4. We are completely refurnishing our hope and liked a lot of things there, but guess what? You’ve lost my business.

Good selection if mid-century modern furniture. Didnt make a purchase today, but definitely coming back to spend money.

Could not agree more with the Previous review. I checked online and decided to stop by because my husband and I just bought a new home and we need to furnish our home soon. Well i just tried to visit the store and one of their sales associates opens the door and tells us it’s by appointment only and I said we drove far to get here (I’m from miami where everything is close by) and she laughed at our face and said it’s by appointment and we can speak to the manager or come back for an appointment. After we paid $10 to park. Well I can honestly say I’m annoyed and I will rather go anywhere else to fill up my home than to west elm after that welcome. Would’ve been a nice sale for them and we would’ve had our home complete. Update your information online ASAP so people don’t waste their times.

Had a great shopping experience with the help of Daniel, the manager. He took care of all of our concerns and is very knowledgable and professional. Quality stuff with wonderful staff like Daniel....will def be back. Thanks for a seamless shopping experience!

Excellent service. Friendly staff.

Nice store and helpful staff.

Its inspiring! Just walking through the door gives off a creative vibe.

Nice associates.

Everyone here is rude as hell. Like we’re paying customers and they act like they’re better than you! Terrible, terrible service! Kinda leaves a bad taste in your mouth...

Bought a great table for a great price. But the reason this store deserves 5 stars was the customer service was outstanding. There was a significant delay in shipping. I talked to a representative named Vincent who personally contacted multiple stores and arranged for the furniture to be delivered promptly. He went above and beyond and its rare to have customer service like that! Highly recommend.

This west elm--and specifically Vincent--has consistently gone above and beyond for me! From letting me buy a chair off the floor because I needed it on a short time frame and ensuring I got the best sale price on a couch, their service is just outstanding. Ive been shopping at west elm for a long time, but now I will only go to this store! The best!

Terrible customer service! my worst experience ever! Never buy a custom made order from West Elm! 2 months delay in the delivery of a sofa, lots of worries and inconveniences for me, and no satisfactory compensation. Dont trust this store!I ordered a sectional and two tables in December 2019! There were plenty of fabrics available for the sofa, but because I wanted to have my sofa soon, I skipped my favorite option, and Briana helped me to choose a fabric that was supposed to be delivered in February. The delivery period was February 7-21. About February 14, I noticed that the status of the sectional is still Custom Build Scheduled, meaning that the building process had not started yet! I called the customer service, and I was told that probably its only a system issue, and I should wait until the end of period. Later that week, the delivery time was updated and pushed for one whole month!!! I shocked and called the customer service again, but I was told that its beyond their control. I talked to several people, customer service, delivery service, warehouse, and even Briana at Houston store, but no one assisted me properly. Everyone kept saying that its not under their control, and they will make some calls and return to me, which didnt happen. The only thing they did was sending the tables (which I could have a month before if there was no sofa!) that I ordered and were kept for the sectional and waving the shipping cost. The tables could have been delivered at least one month earlier if they knew about the delay in building the sectional. I even asked them to cancel my order if they cannot guarantee that it arrives by the new estimated time, but they told me that it is a custom made order, and I cannot cancel it. Finally, I could contact Carolina, who is a supervisor in customer service. She told me she would investigate the case to find out what is wrong and when my sectional will be delivered. On March 12, she called me and told me that the item will be ready in a week and will be in the delivery center one week after that (March 26). Next week I called the delivery center, they told they have the sectional and they scheduled my item to be delivered on March 31. But later, I received a call from the delivery center saying that the item is still at the distribution center, and they canceled my scheduled appointment. The estimated delivery date also changed for the 4th or 5th time, showing that it will be delivered from April 2 to April 16. I called Carolina again, and she told me that one part of the sectional had arrived, and the second part is in Georgia and will arrive soon. I waited for one more week and contacted the delivery center again; they told me they could schedule an appointment for April 9 because the second part has left Georgia and will arrive at the delivery center soon. However, on April 8, they called me and mentioned that the second part had not arrived yet, but they can deliver one part only. That was my only option, so I accepted it. The second part was delivered on April 16, which was exactly two months after the initial delivery time. During these two months, I contacted people in West Elm about 30 times. Every time I was told that they could not do anything and I need to wait for the sofa to be delivered for the compensation. They kept saying that the delivery time was estimated and not guaranteed. But this extremely wrong estimation convinced me to purchase my sofa from West Elm, shouldnt they accept their fault? They even didnt notify us by email for most of the delays, and we had to check the status of the item every day! I expected reasonable compensation that can mitigate the significant inconvenience that I have experienced during these months. I contacted Carolina on April 16, but she didnt answer my call, I contacted her again on April 17 and talked to her for more than an hour. She told me the most she could do is giving me $275 on top of the $237 that was issued before (overall, about 20%). The discount that they gave me already can be found on their website!

Rude customer service. Theassociates just ignore the customers and chit chat about their lives in front of you.If you want to get something in time, justshop online. They will take forever to getthings from their storage. It took more than30 minutes to find out that a single product is not in stock.

It’s Friday afternoon 3:30 only 2 customers in the store. There were at least 4 people working in the store, and a manager. Poor customer service. No one including the manager asked to assist me. I asked Miriam one of the sales associates questions about a barstool. She was rude, I felt as if I was interrupting her. I asked her name, she refused to give her name. I asked for a manager, she refused. Another associate returned with the the manager. Josh asked if he could help and apologized, he shared her name. I am totally disappointed with the behavior. They are rude and very unprofessional. West Elm will never get my business again.

The worse possible experience in furniture buying I have ever had. Imagine that you order your furniture and fully pay for it and you are told you will have it in about 6 weeks. They will call to deliver. The arrival date comes and goes and no one calls, emails, nothing. You start calling and just getting through a human you can understand and hear is impossible. You get transferred but no one can help or say anything. You finally call the store and they say they need 5!!! days to look into this. They can not see any information past the invoice date. Another full week goes by and no phone call or email. Today when I called the store to cancel my order and get a full refund the manager said the pieces had been sitting in a wear house waiting. Too bad, I want a full refund please. How can this even be possible!!!!

Went there to try out a Leesa mattress. The salesperson that assisted us was very helpful and even worked the pricing to match Leesas online price. We ordered it through him right there. Otherwise, the store is clean and has a nice selection.

Beautiful selection! Friendly and helpful staff!

Very Poor Customer Service.My wife and I called ahead to this location, as we had located the exact coffee table we wanted for our new house, and they had it in stock.After speaking with Jordan about the details of the coffee table, confirming they were staying open until 10 PM, and confirmed wed be there before they closed; my wife and I hurried to finish up with the old apartment and drive over half an hour to this store.We felt great as we arrived just over 10 minutes prior to 10 PM and pulled into a parking spot right up front.Quickly that feeling turned to disappointment as the doors were locked and the three visible employees inside wouldnt make eye contact with us.Feeling defeated we both got back in the car when I thought Id at least give the store another chance by calling and speaking to Jordan again. Maybe they just had it locked but were still expecting us.The phone just rang and rang with no answer as they stood next to it. I hung up and called again, this time I got a lady on the phone. Great!I explained the situation and mentioned that Jordan had already confirmed it was in stock and we just wanted to purchase the new coffee table and be on our way (we are hosting family in our first home this weekend after all!).Sadly, she explained they went ahead and closed early anyways because no one was in the store and they had just closed the registers. There was nothing that could be done.So, having wasted over an hour of our night, despite saying we were on our way, we will certainly not be giving our business to this West Elm. I still feel this coffee table would have gone great with the new living room set and we do still need more furniture and home furnishings. So, perhaps another company can at least stick by what they promise and stay open those last few minutes. A few minutes sure didnt seem to mean much to the employees tonight, but it would have meant a lot to us.Ill see if I can remember to update this review with where I spent my money instead once that is completed.

Friendly staff and great furniture options

If I could give less than a 1 star I would. I feel conned and mislead since day 1 on my journey with West Elm (December of 2018). They have not resolved any of my concerns and the furthest I got with one of the customer service representatives supervisors is getting a PO box address to send a complaint to. I am absolutely furious and will never shop at this establishment or sister establishments ever again. Someone please in higher management care what your customers are going through. I feel I have been taken advantage of and absolutely floored that you are willing to loose customers over make things right.

I entered store and wandered entire space for 15 min plus. No one greeted or asked what they might assist with. Tues afternoon at 3, not busy!RidiculousNo wonder everyone buys onlne or elsewhere!

Ordered my custom made headboard in September, and its still not here. They delivered the wrong one, I called customer service, and it took me about 10 minutes to convince her it was the wrong item. It was about 12 inches too short. She said the replacement would take a couples months, and three months later, no headboard. I called and was told the item was ready, and she wasnt sure why their delivery service hasnt contacted me to schedule the delivery. Said I would hear from someone within a week. Two weeks later, and nothing, so I called again. Supposedly theyre going to call me back. We shall see. A thousand dollar headboard and zero customer service.

My wife loves... Happy wife happy life... So I love too.

Products are great but the customer service needs improvement. I worked in the retail industry for 17 years as a Store Manager and for that reason I usually give companies a break and dont go as far as writing a review but I simply couldnt let my experience go unheard. I purchased a couch online with the New Years sale going on and from what I could see with the fabrics online I was happy with my choice. I took the time to drive to the store closest to me, over an hour away. Upon arrival I couldnt get an associate to approach me for help. They would literally bypass and approach the ones coming in the door that looked like they could afford to purchase, I am Julia Roberts in Pretty Woman in this situation. Finally I could hear someone address it because a lady who worked there said could someone help this family, they have been here for awhile. All I needed was samples. When I asked if I could switch my fabric that I had purchased I was instructed to call customer service. This is where it really got bad, the customer service reps that I have dealt with come across rude from the very beginning. One simply said there was nothing they could do for me because it was a custom fabric and suggestedif you would have read the fine print I would know. Keep in mind I purchased a sectional on 1/01 and will not be getting it until March so I am not understanding why I can not get a note on my purchase simply stating I would like a change in fabric. I have been transferred to multiple reps, on hold for 45 mins at a time and hung up on. When I asked to speak to a manager I was told it would be a 45 min wait and so I waited and never got to speak to anyone. As of now I still do not have the fabric I want and I have to wait three months before I receive the couch I spent $3k on and paid for $170 in shipping just to be unhappy about the fabric. I am so disappointed, at this point I would just like to cancel my order but was told I couldnt even do that. I am just STUCK with it.

Great furniture & super helpful staff. They make things HAPPEN efficiently and quickly. Delivery and assembly of pieces was awesome. These guys know what they are doing. No drama here.

Please update your hours on google to appointment only. It was extremely disappointing to drive there and be turned away even though there wasn’t anyone in the store.

Special order sofa was defective. Ask for refund they sent me store credit. After calling over 12 times to get my refund instead.They cancelled my store credit and 8 weeks later I now have no store credit no sofa and nor credit card credit.DO NOT BUY from WEST ELM anything..p/s. I lost everything in Harvey Flood 2018..Now Im out $2008.25

We were bombarded by a sales person the second we came in the door. We asked about where the bedding was and she directed us to the back of the store. We then looked for about ten minutes and needed some help. At which point I had to go find a sales person to help us because there were none to be found. The sales person who came to help us knew nothing about the bedding, and just scrolled quickly through the online selections when we asked about other colors in a particular fabric. When we asked about details on one of their fabrics, she picked up the packaging and read it to us... Im capable of reading, I wanted further details, which she couldnt give us. When I told her thank you and that we would order it online ourselves, she was really irked that we wouldnt let her order it online for us... We really wanted to be able to look at all of the options online vs being stuck with the options they had in store or the two options she showed us on her tablet. We probably wont go back in the store unless its for something specific.

Customer call services needs some work.

Good location. Parking is tough on the street so use ramp. Its West Elm. So good selections all around.

I purchased some pillow covers...never opened never touched. I am shocked at the discoloration. These were not stored in heat or light. The company doesnt really care about the quality if their products.

Store is well-organized and presentable with prices easily accessible, but customer service is severely lacking. I brought items to the counter for check-out but the only employee there was on the phone giving pricing info to somebody. NBD, just set my 2 items down on the counter, made eye contact with her and stepped a few feet away to chat while I waited. BUT...Instead of letting me know she was ready for me, another couple walked up and proceeded to spend 5 mins gabbing about pillow prices and then checked out. Additionally, she only rang up ONE of the two items, which I guess is my fault for not noticing until I got home in College Station, but frustrating nonetheless. Website doesn’t give a way to provide store-specific feedback, so here I am.

Love love this store. This was my first experience in-store, as I usually shop online. They didnt have the shelf I was looking for, but the store was set up beautifully to walk around and enjoy.

I went to this location to return an online purchase, a simple process which was turned into an absolute nightmare. The staff at this location has no idea what they are doing. Despite showing them the online order receipt and providing them with a breakdown of the purchase multiple times, they still could not figure out how much to refund me. They kept shorting me of $42 and blamed the “system.” I asked for the Manager, who was worse than the staff. She was standing on the side joking with her staff, didn’t once bother helping me get the right amount of refund and kept shrugging her shoulders when asked to help. After spending a good 1.5 hours at the store trying to get the right amount of refund, I walked away still being shorted $42 and none of the staff, including the Manager, did a thing to correct it. I now raised a dispute with my credit card company. Needless to say, I will never be shopping at West Elm again after this experience.

We drove all the way to this location (we live in Pasadena) just to be turned away because we didn’t have an appointment. Then I called to make an appointment and was put on hold for over 5 minutes so I hung up. Called back and it rang 10 times and no answer. I’m not sure who they think they are but we’ll be getting our furniture elsewhere.

Great store very unique furniture great decor ideas

Probably the worst custom service I have ever had in any furniture purchase!!!We ordered a table. The sales promised us that we can schedule delivery and installation online. However, we waited for 6 months before the table was final delivered, when we found a big heavy box dropped in front of our door, without any notice in advance!!! We called half dozen times to schedule installation (the box is too heavy for us to carry to second floor). Every time we wait online for 40 min, and was kicked to other people 5 or 6 times, with no solution at all!!! We cannot find anyone even if we want to pay for the service!!!I will not recommend this furniture store to any of my friends! Really the worst custom service I can imagine!

I bought a couch from here. Ive had it less than a year and its already falling apart at the seams. Ive called customer service at least 5 times, as I could not get anyone to reach back out to me to resolve the issue. Customer Service has gone from seemingly helpful at times, to downright rude at others depending on the representative youre dealing with.Once I finally spoke to a Customer Service Supervisor in the furniture department. I received an out of office reply after sending her the requested pictures in which she said she would call me back later that day. Its now been three days with no word back from the supervisor.West Elm might be the only place where the Customer Service quality is worse than the product theyre selling. This has been an absolute joke.

West Elm is such a garbage company. I ordered a couch on July 5th 2018 and didnt get it until January 12th 2019. They delivered the wrong couch back in October and then changed the delivery address to my billing address thousands of miles away and said they couldnt change it back. They never called me once during the arduous process. We had to call them each time totaling *16* phone calls most of which lasted an hour and were just filled with the same lies every time (and terrible reception so you have to listen to white noise, a bad delay, and hear your voice echoed back to you.) I finally got it today and the stitching on it is noticeably crooked on the cushions and arms but Im so exhausted and down trodden Im just going to live with it. I loved so many of their things and wanted to buy more but after this Ill never give them another penny. Since I cant leave a review on their website, I decided to warn others where ever I can. Dont order from West Elm if you want to keep your sanity. I hear good things about Article, try them instead.

Furniture was comfortable, but the prices made my back hurt..

Terrible customer service. Avoid Briana if you can she is extremely unprofessional

Erick was really helpful and knowledgeable of the furniture, got what I need it and went home happy..

We ordered a couch with chase from this store. The staff didnt know the dimensions of furniture or what the online furnitures dimensions meant. Once ordered, they gave us a 10-12 week expected delivery timespan. Almost 3 weeks later, the shipment was delayed until August, instead of June. I called customer support to cancel the order, as they said in the email theyd help us choose another piece of furniture. I stayed on the phone 35 minutes before someone picked up, but they wouldnt answer. I called back and spent another 30 minutes waiting on the phone. Once they picked up, I was told they have Requested a cancel order, but they could not confirm the cancellation of the order, even when the delivery is not scheduled for 3-4 months. Im waiting to hear back on whether or not this has been cancelled.

Daniel and staff are fantastic! Best and easy shopping experience

Very nice furniture with a lot if color options, made to order, and feels like a good quality for the prices

Love these guys! Always very nice, and always help with loading

I bring a disheartening review of my wife and I’s experience during our first time setting foot into this location. My wife and I drive across town to see an item to ensure we like it instead of placing the order online and picking it up in-store. We arrive at the store and we hunt down an associate. She radios someone to pick it up from the back of the store and disappears. We wait over 10 minutes and when I find her and have to interrupt her, I follow up about our item. She informs me that the item has been at the front register. This was a bit frustrating that this was not clearly communicated. When arriving at the register we wait a few minutes for the cashier (Jordan?) to make eye contact and we ask if he is open. Once he does inquire about our item, he has no idea where it is and radios the same woman who told us that it was ready at the front registers. Once he brings the item to the counter, I notice the box is heavily taped. I ask if the item has been returned and he says yes, it appears it was an order that was cancelled online. My wife and I request to open the box and inspect the actual item. Well, the item is defective. We ask the cashier for another one, he slowly radios to see if they have another. After we ask the cashier several times with not response, he says they do not have any more. We request the possibility of purchasing the floor model. The cashier states that only the items in the “flea” section can be sold from the floor. If that is a reference to my wife and I being under 30 and shopping at west elm, that is very discourteous and disrespectful. The cashier does not know anything about me, my wife, her family, my family, or our background. What if we were Williams-Sonoma Inc. representatives coming in for a surprise visit. We proceed to ask for a manager. Then we ask again because the cashier does not radio for them. The manager then arrives and right in-front of our eyes, opens a register, rings up another customer, then seems to suddenly remember that we have been patiently waiting. After asking over four times he finally gave us his name- Hemal. He stated that he was the only manager and he was the store manager. My wife explains the situation, Hemal provides no solution, advice, or possible alternatives. We kindly request from Hemal the possibility of buying the floor model since the only one in stock is defective. My wife and I both clearly understand that stores have to have uniformity of their displays and oftentimes cannot sell the floor models, but doesn’t the customer always come first? If a model can make its way to the “flea” area, can it not ultimately be sold to improve customer experience? Hemal refuses to order it in-store and have it sent to directly to our home. To be clear, we definitely wanted to purchase the floor model, we would have been thrilled & completely satisfied, however Hemal would not even consider it. We were not looking for discounts, incentives, freebies, or flea items. We were only looking for one item that was actually in-store and instead ran into this awful experience. An amicable solution between Hemal and my wife and I would have been perfectly acceptable vs merely turning us away. If nothing else, let this be a lesson to all of Williams-Sonoma Inc. to treat all persons with respect and dignity. My wife and I both know that sharing this scenario to all those involved and any others that may read this, that it may provide some hope for the future of this West Elm to better educate their employees on overall customer service. We wish the best for these employees who may not have taken their training seriously and may be treating numerous customers this very same way on a daily basis. We believe that these misguided employees can improve themselves for the better and personify valued employees of this West Elm storefront and Williams-Sonoma Inc. In closing, my wife and I can firmly state that we will never set foot in this West Elm store ever again.

Extremely disappointed with my experience with West Elm City Centre location. Ordered furniture from here about 4 weeks ago and we have no clue when we will receive it. Part of it was supposed to be shipped to store on June 23 and the other part on July 2. We have called them 3 times and each time they tell us they will call us back with updates on shipment and then no one calls back. I ordered over the phone and they didn’t email a receipt or confirmation. According to them when items are shipped to store, we can’t track shipment and they can’t email a receipt until order has shipped, yet they’ve already charged our card.

Please update your hours and notify customers that entrance is by appointment only! We drove an hour to be turned away. Very disappointed.

My issue was not with this store location! I have no complaints with the store service representatives or manager! Which is why I’m give this review three stars instead of one!My problem is with the phone customer service/delivery representatives and customers should beware of ordering furniture with this company! I’ve now seen many online reviews of similar nature and wished I would have researched more before purchasing.I ordered a full bed set a month ago costing almost $3,000. The items were on back order. The bed and dresser should have been delivered no later than today. I called customer service delivery help line last week and they said the item was in stock and I would get a call from them regarding delivery time either friday Sep 28th or today Oct 1st being the latest. Today I called the delivery help line and was told that my order was “in process” and instucted to call the general customer service line. I then proceeded to wait on hold for over 20 minutes. I then call the manager at the store location I bought the furniture for help because I obviously wasn’t getting anywhere. I got a call back 15min or so later from customer service saying my order was not “fully processed.” I asked why when I called last week the customer service women didn’t see my stuck in process order and she said at that point in time she didn’t see it as a red flag! So basically my order was not fully processed therefore wasnt put on the delivery list. So now I won’t have my furniture for another wk and a half....if I’m lucky. Had I not called and been on their back about my order it would have just sat there and no one would have contacted me.Praying this will come in the time they are now saying and that the furniture is of in good quality.

Terrible customer service. Have inconsistance pricing. They dont honor their price tag. Wont be purchasing again.

Beautiful store, friendly and helpful staff! Free parking garage across the street behind Brio is your best bet, because street parking can be tough to find a space.

While shopping for replacement sofa after Hurricane Harvey flooded our home in Aug. 2017, interaction with this store ended up being a very frustrating experience, which added to the already stressful flood recovery process.On 11/26/17, my wife and I placed an order at this store for a replacement sectional. At the time, we knew reno would not complete until about Feb. 2018, so we accepted the est. delivery timing between 1/30~2/13 (more than 2 mos. from order due to optional fabric). The store rep placed the order through their system, processed our west elm card payment, and gave us the order conf. printout.On 1/19 (Fri), we decided to go to the store to check the order status since we were nearby. When the store rep checked the status, it was noted that the est. delivery timing was somehow delayed additional 2 mos. to Apr. 2018 (nearly 5 mos. from initial order)..When we asked the store mgr (Jon Crowley) why west elm had never contacted us to inform and explain the delay, he simply apologized, and first tried to ask us to call customer service to find out, but when we asked him to find out and email or call us, he told us he will contact us within a day or two. With that, we left the store to wait for updates and resolution.The mgr never contacted us since.On 1/22 (Mon), I called the store to find out why we had not received an update, and I spoke with the store rep (older lady) who rudely addressed me such as just a sec babe, hold on honey, even when she knew I was calling about an order complaint. I asked to speak with the mgr, and a different store mgr told me that she will find out from The other mgr and will call or email back with updates within the day.Once again, the store did not follow through.On 1/23 (Tues), we went to the store again to find out what is going on. We patiently and politely spoke with another store mgr on duty that day (Alison Valvo) to explain the situation, and she told us that she was the one I spoke with over the phone the day before. She stated that she had sent me an email, but I checked both my inbox and junkmail to confirm the email was not sent.Since west elm still had no answer, I told the mgr we wish to cancel this order and place an order for another sofa with shorter lead time.This time the mgr stated she will have to talk to another mgr the next day to process the order cancellation since she is still new, and asked us to let her know the other sofa to order. She promised to do this the following day (by end of 1/24), and make the cancellation and reorder process as seamless as possible, and also honor the original 30% promo discount to be applied to the other order. We asked her to email the cancellation and reorder conf. when this is done, and she asked to make a copy of our original order conf. printout which showed my email and cell number.Again, we did not receive contact after we left the store.On 1/27 (Sat), I called customer service to explain the entire situation, and found out from the rep that there had not been any contact from the store to the main ordering system, and there was no indication of order status inquiry, no sign of order cancellation request, and no reorder of the other sofa being registered.Then they transferred me to the furniture department, where the rep here was finally able to process the cancellation, but stated the reorder will have to wait for credit of the original order charge if I wanted to use the west elm card, because the original order had already been processed and the reorder will go over the credit limit. After all this, I still have to call back again to process the reorder.I spoke with the store GM to tell him that the least the store could do was to follow through with status updates. And all he did was to send the first email I received from the store, with simple apology and an excuse telling me of the other email, which I had already told him we never received. He should have made the other mgrs email apology for not following through.This store does not cover the basics of customer service.

High end items .. i love shopping their

Unique and trendy furniture store

Fabulous

Customer service is horrible; no one takes responsibility; cant leave reviews for the national number. Bought 2 things and told it would ship within 30 days and then learned it would take 6 mos. They would not cancel the order

The attendants at this west elm are incredibly friendly and knowledgable. However, I was slightly dissatisfied with the selection available at this location. Many of their products that were available online were not in inventory, and vis-versa.

Clean, great illumination, good service and variety. Nothing like seeing what do you want to buy in person, it made a huge difference for me.

Terrific!

Love all the choices, love the staff, very helpful and knowledgeable.

Great design choices available!

The assistant manager is my favorite part of the store.

Terrible customer service when you need help....never come back!!!

Issues with checkout at website. Ive been holding for 42 minutes for help. The last piece I ordered from them was delivered broken. Low quality control, evidently no phone customer service.

Most of there things are too pricey.