Normally love this store. But I don’t know if it’s because of my look, or what I wear. But no one could be bothered to help with any service. I asked the desk attendant for help who just said “ok”. And then didn’t send anyone or follow up. After finally almost forcing someone to help, when I asked for inventory they just said “I don’t think we have that”. And when I asked if they can please check inventory - they just mumbled. Walked away. And came back nodding no.Don’t suggest shopping here if you’re a serious furniture buyer. I hate leaving bad reviews and normally don’t bother - but this annoyed me.

I ordered a custom made upholstered simple bed frame from the store in early Jan 2021 after receiving no customer service response on line regarding a question about the bed frame. The sales lady was helpful and told us with express order from the store, we could get it faster than online order. Great! I was told when they contact me for delivery, I could request COI for delivery. I only received a system generated email notify me to pick a delivery date so I couldnt request a COI. It was delivered in late March. The upholstery was damaged in one corner and the legs were in a different color. The delivery and assembing guy advised us to keep the bed for the time being so we have a bed to sleep in. He reported it to customer service for a replacement for us. Customer service contacted me on the same day and notified the new delivery window of Jun to July. Ok fine. Everything is delayed by covid right. I asked where I can get the COI, she gave me an email address and said write to them when you have a delivery date. I did, still no response. Finally in late Jun, the replacement bed was delivered. Just when I thought I finally dont have to deal with west elm any more, low and behold, while half way through disassembling the bed, the guy damaged a screw and since the replacement didnt come with screws,!!!, he had to stop and put the bed back and report for a replacement, again! Also, he pointed out that neither bed frame came with the middle support bar that they were supposed to have! I was told customer service would contact me shortly. Ok, a week had passed and I didnt receive any follow-up. I texted the delivery guy to get the customer service number he called to follow up myself and was told there was no record of replacement order but the bed was rejected. I was told they would call me back to confirm. I wrote to the general customer service email to complain and was given the same response that they are working on it. After waiting for another month with no response, I had to went back to the store to ask for help and the associatie told me theres nothing she could do and I should call the customer service myself. I was beyond livid at this point and asked for the manager, who called their internal customer service line that supports the stores and was surprised how long she had to wait on the phone. Initially the customer service was telling me they would resend the screws only!!! After me explaining to her the whole saga with a angry attitude, she agreed to send the whole bed. Even the other associate in the store said it was unbelievable and I should request a credit for the inconvenience. After finding out it would take another 3 months to get it, I decided to return the bed cause at this point I just dont have any patience anymore. They scheduled the pick up in July and told me once the warehouse received the bed, I would receive the refund in 5-7 business days. Guess what. No refund, so I had to call customer service and was told it was something on their end, they process it again, I should get it within 5-7BDs. Still nothing. I called a second time and was told no, it didnt go through, you have to give me another card. So I gave my debit card. Still no refund. When I had to call a third time and not containing my frustration, the agent agreed to escalate the issue and personally follow up. Finally I received the refund in September. Yes all that for a bed. I personally would not shop this brand anymore and would warn my friends and family when they are lured by the cute design.

I came in one cold February evening and was warmly welcomed. I had excellent customer service from Asake. I was looking to replace my old Lucent Grapefruit Rug which unfortunately West no longer makes. Asake was super helpful and showed me swatches of different rugs that are similar and explained the different pile ranges. Hands down the best customer service experience I have had in 10 years of living in NY. Will definitely return to this location.

Terrible experience - Ordered a $1,000 table for pick-up and to waive a $200 delivery fee) that came defective.When I asked for a repair or replacement I was informed that I could get a replacement for free.However I have to drop off the table in store (Assembled 125 lbs table without a car which needs to be carried across the city in the subway) in order to get the replacement as they cannot come and pick up their defective item.I asked for a home delivery and pick up of the defective item but that is not an option for their incompetent customer service.Basically, I was talking with a robot that couldnt think and was just stupidly repeating the store policy from a book without realizing the non sense she was saying to me.For that price this is just unbelievable and just a lack of care for their customers.

It’s always lovely @ West elm…here you will find everything you need to bring your vision for your space to life. If you are creating a new space or reviving an old one be sure to add West elm to your LIST!

The customer service is absolutely atrocious. I’ve ordered a few items that have taken months to get here. That’s not the problem. I understand there is a delay with every company. The problem comes in when trying to get help from anyone from this company. I’ve called several times and been given the run around. The customer service line is no better. They are quick to take your money but if you have a problem they are of no assistance. I’m beyond disappointed, I’m disgusted with the lack of assistance. Do yourself a favor and shop elsewhere!

I love this store since they carry a lot of beautiful furnitures. Only down part is the price. Some products are very expensive for what it is

Nice to have a West Elm in this part of town for the mid-century modernaires among us. The staff often seem a bit snooty and high-handed -- a vibe that may fly in Chelsea or Dumbo branches but roosts oddly on the grounded Upper West Side. The store is fairly big and product representative, and theres a small sale section worth browsing if the door to it happens to be open. No guarantees.

Great selection of quality furniture

Terrible customer service. Went to the store to pick up an online order and no one offered to help me. I waited by the register for 5+ mins and none of the 6 employees that came within 4 ft of me even acknowledged my existence. No eye contact, no Ill be with you shortly, nothing. Finally had to flag someone down. Not sure what kind of training they were given to completely ignore a paying customer. Worst part of all, they were clearly not busy. Will be taking my business elsewhere.

Do not order from West Elm. Absolute scam of a company. Ordered chairs in May, was to be delivered 8 weeks after in July. They changed the delivery date to March 2022. Called them to cancel, they said they need to cancel from the warehouse and they might not be able to do it and wait 10 business days. It’s been almost one month since we tried cancelling with no change in order status. I’m going to dispute this with my credit card company if they charge me. I hope this company goes out of business

Great location.Good selection of products. Great customer service.Wheelchair accessible entrance and street parking is available.Conveniently located in the Chelsea area. This location is popular with locals for quick shopping visits.

Truly horrible shopping experience. Avoid at all cost. The customer service was unprofessional and the person we worked with told us to email him about a piece of furniture we were all set to order on the spot! Needless to say they lost on a sale and we will never shop there again.

So far our experience has been great

Walk away ... just do it now -- your future self will thank me. I promise.OK, ok -- I get it. Youre seeing pretty things, theyre comfortable and at an accessible price point. You think its a win. Its not. You think the staff in the showroom are professional & courteous; I did too!! *** Unfortunately, they wont be making your sofa and they arent who you call when you have issues ***I could detail my experience at length but youre busy so Im going to stick to the highlights.- 4 weeks delivery turned into nearly 4 months- I likely spent over 5 hours on the phone trying to get information, being lied to, bounced around etc. My My call was dropped several times (W.E. if you are reading this I can show you the phone records)- At one point a CS person, Gina, appeared to care ... she offered a substantial gift certificate for all I went though. HA! Fouled me, Gina. I reached out again after no follow through and she said she would send it and (wait for it) whamp-whamp it never came -- no gift certificate for me.- So now I have a sofa that I never would have ordered if I knew it would take this long and (it gets better) THE PERFORMANCE FABRIC IS PILING LIKE A CHEAP SWEATER AND THE CUSHIONS ARE SAGGING. Yep, the time this sofa spent looking good was less than the time it took them to make it.NEVER AGAIN. I WOULD PROBABLY VOTE FOR TRUMP BEFORE ORDERING FROM WEST ELM AGAIN. AND YES, IT IS THAT BAD ... at least we always knew what he was.

West Elm is a wonderful furniture store. If you are looking for fancy sofa, pillows or nice home decorations this is the place to go. Great location and customer service.

The staff in this store are helpful and kind. They enjoy their jobs and treat you with respect. I had a terrible experience with Pottery Barn and this store was a breath of fresh air. Will definitely be back.

Every once in a while you run into an employee that is simply outstanding. I had scoured Manhattan for a few pieces of furniture I needed. CB2 told me they had absolutely nothing for sale in the store. Even another West Elm was unable to sell me anything. I needed 5 items and none were in stock. With time running out I walked into the West Elm at 112 West 18th. I was greated by Melissa Mosca. The first 5 or 6 items I picked werent available. Melissa was so determined that she made multiple trips down to the stockroom. She even found an item the computer showed to be out of stock. In the end, I left with everything I needed. Melissa went so far as to help me get it delivered. West Elm is lucky I dont have a business in NY or I would hire Melissa away from them.

I made a return at this location and realized after I left that I didn’t get credited for all the items. I called and was told to email the receipt and details. They should have been able to check the stock and verify. But I never heard back. I’m still calling and emailing and no one ever calls back. They basically stole my money and the items and no one cares.

The staff have great style advice for your home and will take time with you if you need it

West Elm is like a hot person you see on Instagram: looks great, seems charismatic, but ultimately disappointing due to poor construction, poor customer service, and frequent delays in shipping times. Ok I know I’m extending this simile within an inch of its life but BE BETTER WEST ELM

Wonderful products selection.Extremely helpful and friendly salespeople.Browsing was fun.

West Elm is one of my favorite furniture stores. I usually shop online and get it delivered but recently I started ordering online and picking it up at the store using their contactless pickup. The entire process is very smooth. U call them and say ur outside, u confirm ur purchase, briefly describe ur vehicle and they bring it to your car and place it where you want it to go. Im a forever customer.

Very productive 1st visit.. if you do decide to visit make sure you have time to do so especially if your intention is to spend money, buy certain things that you need and, or like.

Much larger store and selection than I originally anticipated. Weve been back a few times picking up dishes that look good and are sturdy. Chenele was really helpful in hooking us with the couch we liked and even throwing on a discount that wasnt widely advertised.It gets pretty packed but youll most likely always be able to find an associate or have a short check out line.

Great spot to furnish your home with great quality products. The service was amazing and quick. Our sales rep Edwin, was a very attentive sales person.

Customer service was horrible to say the least. Scott Charles was our first contact in the store and told us if we place the order in the store they could expedite delivery relative to the website. After making a trip to the store and placing the order with him, days later he would not acknowledge this was actually a fact and we could have just ordered online and expected same timing. Delivery timing update was not given until week before and Certificate of Insurance was not issued until about 15 minutes before the delivery despite many buildings having policies on this in NYC. Spent about 30 minutes per day leading up to the delivery trying to get the appropriate forms and being transferred to various departments. Product was nice but not worth the hassle of dealing with West Elm or Scott. Stay away!

Good place for household items if you want to feel them, better selections online. A little $$$.

I ordered online and came to the Chelsea location to pick them up. I was helped right away and they gave my my order by just asking for my name. Thats great but the order was incorrectly fulfilled and packed. No name or order receipt on the bag, items were not wrapped or packed, just thrown in. The worst part is, I got the wrong things. A beautiful ornament sets were missing, and the two little ratan animal ornaments were 4 instead of 2. They doubled one of the item and completely forgot about the other one. They had no idea what happened. It seemed super disorganized - perhaps they were all new employees. I felt bad so I just asked for the whole order canceled & refunded. Asked for a receipt they didnt seem happy about that. Walked away and saw that the receipt said reason for return: Customer Abandoned. Lol... this store is not doing good. So sad :((

Big store for downtown, with ability to walk from 18th through to 17th

I ❤❤❤❤ Melissa shes the best! She has great taste and will always stear you in the right direction 😉

Nice home goods if a bit confusingly arranged. Some items are a bit pricy for their quality but all in all I would recommend. Sadly lately the store has been so packed I can not comfortably go in given the current pandemic.

Overrated. rarely give negative reviews. Save your money. The bed I got is a horrible design. The headboard has holes where pillows would rest - pillows always fall through these holes to the floor. IKEA has much better design. The expensive dresser we bought handles are already falling off even after 1 year. The dresser drawers are very rough to open. I had to disassemble and sand them down and even then it’s not smooth. Not worth the money at all.

Stopped by with an old lamp from West Elm which stopped working. The first person I spoke to was Mike, and he took the time to try to figure out how to help. Other stuff members the store joined him in trying to find a solution, which they finally were able to do.Great team, they really went out of their way to help.

Cool little niche store

Great customer service

Awesome staff and great stuff at middle of the road prices.

Buyer beware. The good news is that west elm makes good looking furniture that is scaled to smaller nyc living spaces. The bad news is that after a few quick years it doesn’t wear well at all. Surfaces peel or buckle. “Leather” furniture here is a TOTAL disaster. Leather surface peels. If you are looking for short term furniture needs this place is not bad. Staff was nice and they made me a good deal with everything I bought. It just wasn’t worth that much is what I ultimately found out.

Nice stuff, but not in stock and the staff is too busy.

Was surprised to see poor customer support. Had to come back to the store twice to deal with an exchange, dealt with rude staff on 2 occasions, was eventually overcharged for one item, and wasn’t offered any discounts for the inconvenience. Wasn’t worth it to fight over it but my perception of West Elm brand is very low now.

Terrible online experience. Delivery dates will not be honored. One delayed piece will delay your entire order. Beware especially of custom pieces like couches that are contracted out to third parties and are especially likely to be delayed.

Do NOT buy anything that is on back order. Their estimates are lies; their supply chain and delivery system is a total mess, and the mistakes are endless. This is coming from somebody who has never left a review and always tries to give companies a reasonable benefit of the couch. I ordered a Harmony couch in May with an original estimated delivery date of June along with other items. When it didnt show up with the others, I called and they said it was a mistake and moved it back to early August. I fought successfully for an additional discount, but sure enough, they moved it back to late August, and sent me a $100 gift card as an apology. At each step Ive had to counter their claims/excuses with the hard evidence, as if the estimates Ive been given dont match their records (I had to forward my own receipt to them to prove the facts). Then they created a new order number (for a reason nobody has explained, perhaps to appear like its not that late), but didnt add my email address so I wasnt notified when it was available. I call today on Sept 1 and its now at the warehouse nearby but nobody can deliver it for another ELEVEN days. Would you be okay with 2 1/2 months late from their estimate? The incompetency and apathy is STAGGERING for a top-tier furniture store. There are good, nice people working at West Elm; this is a failure of leadership. The training and supply chain operations needs a total management overhaul, and my experience should be the case study for everything that needs improvement.

Best furniture store ever, very stylish, excellent quality. Good prices.

Went to 6 furniture stores today, including abc home, Joy bird, pottery barn while looking to buy a couch this week and this was the worst customer service. In that I had to chase down the sales associate more than twice and was made to feel like he had no time to sell me a couch. Also he told me he wouldn’t give me more than 3 color swatches, when I told him that’s ironic because the couch costs $3000+, he begrudgingly gave me 2 more. No cool. Loved the product but this experience makes it unlikely that I will buy here.

They made our shopping experience quick and easy. To preface, I detest home goods shopping. How ever the staff at West Elm quickly helped us by getting our purchases from stock and as an extra bonus they gave us an extra 15% off. This type of service creates customers for life.

Had to order a new sofa since were staying indoors. Need something cozy to lay up in all day long. The price was kinda up there, but so worth it though.

I really enjoy this store. Lots of great design with a modern and mid century look. Reasonable prices and some real bargains. Stylish and fun accessories. Nice furniture. Lots of great gift choices. Very friendly staff. Very good choices for well-priced, well-designed lighting. A fun place to browse or to shop.

I think the customer service associate here is not kind and it feels like he is there not to help customers at all. No empathy what so ever. Plus there was a mouse in the store behind the counter. In short online customer service deserves 5, this West Elm store barely gets 2. Not a nice experience tonight.

Not good service to pay for that price.

My wife and I purchased a made-to-order chair back in August which was supposed to be delivered in October. When the chair showed up, it was missing the seat cushion. Ive sent their customer service team multiple emails to file a complaint and no one has responded. Its been weeks now and no one has been able to help me. Worst customer service experience ever.

Great furniture even better service.

West elm made our shopping experience quick and easy. To preface, I detest home goods shopping. How ever the staff at West Elm quickly helped us by getting our purchases from stock and as an extra bonus they gave us an extra 15% off. This type of service creates customers for life.

Niceeee Furniture!$!$!

Mark is very good mechanic.

Sales person was very nice and helpful, but the style of furniture they sell really isnt my taste. I was looking for a new sofa and the Enzo was really the only viable option they had and it was actually great in a lot of ways as it had head support and lots of reclining and mix and match options, but it was also expensive and ultimately just not as comfortable as Lazy Boy type sofas. They have a very modern or European look to their furniture, which my wife liked, but at the cost of comfort.

Don’t trust them ever to hold an item for you. They said they would hold a pillow for me until Monday and when I just showed up on Sunday it was nowhere to be found. The customer service was terrible. They didn’t offer an apology or a discount when the item would be back in stock in two months. I knew it was out of stock which is why I emphasized for them to please hold it. I will never trust them again to hold an item.

I ordered furniture in July and still have not received anything in a satisfactory condition!1) Got white glove service on a console- the item arrived 5 weeks after payment - damaged and built upside down. I do not understand how you can build your own product incorrectly and manage to ship it without any quality control measures. I called about 100 times and the delivery company/customer service kept me on hold for about 40minutes each time. They also frequently took my name and number and NEVeR called back as they said they would.My latest call was to have the item replaced and I was told that they were happy to pick it up but the item is. Or back ordered to January 2017?! This is after I spent a fortune on other items that the design lab recommended - all to match the effing console! Now Im stuck with a broken item till January (best case scenario) or no furniture for 6 months because o cant find anything that matches the rest of my west elm stuff2) bought a $1000 dresser in store. Theyve forgotten about the order, misplaced the shipping details, found it in another store but not able to send it home.... blah blah blahMULTIPLE calls later - I still have no furnitureWest elm STOLE MY MONEY. $1600 later, I am still calling daily for updates on my furniture. Do not shop here. Go to CB2 - similar style, better quality and service

Friendly staff and plenty of furniture selections.

I visited this store after visiting the nearby Room & Board. The contrast was marked. It is reclaimed wood heaven. If you loved Harvest Gold, Avocado, and Coppertone, then you will love West Elm and the surfeit of reclaimed wood products on display. The upholstered furniture on display seemed to not be holding up as well as I would have expected, too.

Very helpful staff and reasonable prices. Have bought a table and chairs and after 2 weeks still have not yet heard from them about delivery. I was told it would be within the next week. Will update review if things change.

I have been buying furniture and other items from west elm for years, and I mistakenly bought a wrong size rug last time. I called the customer service 3 hours after my purchase they said the order couldn’t be canceled, so I told her I was not going to accept the item.Well, the rug gets to my place, which is a walk-up in NYC, and the delivery guys left the rug outside because no one answered the door. One week after I created the UPS label and walked to the UPS location to drop off.Today, I went to check my credit and learned the credit was short $35.11. I called the customer service and was told they charge me for the rug transportation to the warehouse both ways because the only way they would charge the fee would be if the item has defected, which was not my case.BIG DISAPPOINTMENT with West Elm after so many years. Will probably stick with Create and Barrel, Pottery Barn moving forward.

Excellent classic and modern home accessories. Love this store!

Great prices on sale items, expensive in general but have nice collections. 4 stars because if you have a bag or a backpack you have to be extremely careful not to break anything

Quirky and eclectic take on IKEA is the best way I can describe it. Maybe this is a smaller showroom and I’m not seeing it all, but very little here to my taste. Lots of impractical, or impractically prices furniture though. The faux recovered wood furniture just comes off as horribly tacky and doesn’t pass a closer inspection for quality. Eh.Actual furniture aside, it’s a busy and packed showroom with just enough space to meander through.If you found this review helpful, please thumbs-up :)

Surprisingly large store, the staff is helpful and their best sellers are typically available. Layout can be a bit odd, but once you figure out the flow it makes sense. Worth stopping in if you want to check out your new dishes (or whatnot) IRL.

Horrible, stay away!Please do yourself a favor and stay clear from this store.I am currently going through an ordeal with West Elm waiting for my items for more than 2 months without any resolution.I placed an order for 3 items out of which 2 were available almost immediately. They refused to deliver the 2 items saying they will deliver the 3 together as they cannot do a split delivery if items are expected within 1 month. The 3rd item (a couch), its delivery kept getting delayed and I asked them to deliver the 2 which were available and after a long battle with them they delivered it.Now, the bed I got the rhyan bed, was 1000$ but it is of super poor quality and is flimsy. I am trying to get a furniture medic come and have a look at it, but they just dont give me a resolution.After waiting for 2 months for the couch, they finally told me that it will be delayed by another 2 weeks, so I ended up cancelling it.Its a physical and mental struggle dealing with West Elm, I have wasted a lot of time on it.PLEASE DO NOT BUY FROM THIS STORE AT ANY COST!!!!

Chic modern furniture that is accessible to every trend follower. Well made and well designed and quite expensive. I go here mostly for ideas of what i could build myself, or by at a cheaper store and modify to look just as good.

In order to make the sale, delivery is promised in one to two weeks: they will contact you in a few days with a delivery date, surely before thanksgivingnobody called; my wife and i called literally 5 times, every time they put you through the same grilling, they tell you they dont find the order, and at the end of a 48 min phone call, they still cannot get a supervisor on the line.Nobody in my opinion should waste their time with this business that has no accountability.It is my impression that they systematically lie to customers to make the sale banking on the fact that some will stomach the outrageously poor costumer service

Wanted to buy a set of dining chair but none of the store in NJ has them. Checked with store stuff and they told me this store in Chelsea has 14 of this chair. Went back home and made the order online for pick up. Use an one time coupon from West Elm email subscription. The online order went through first but the store cancelled it no long after. They didnt even bother to call me for resolution. Wasted the coupon as well. This is really a shady business and dont waste your time here.Update: Finally I got the chair from other store, so it might be the case that they had none in stock. But still could not give them good review for cancelling orders and messed up stock system.

I bought a Halsey sectional sofa at this store, plus a bunch of other stuff. The sofa is terrible quality. After less than six months it is covered in lint and the lock that keeps the sectional piece attached is constantly popping open, making the sofa slide. I would have much rather spent more at some other store and got a better quality sofa. The customer service is terrible, if you email them they tell you to call the store and the store managers dont call you back - huge waste of money and time.

NICEEE!$!$

In todays world of catalogs and internet shopping, most of us visiting West Elm have a pretty good idea of what were looking for. The showroom here puts much of their inventory on display, but the staff is also attentive and helpful if you have questions or possibly an odd shipping request v. the website.Take advantage of their regularly advertised seasonal discounts for decent furniture that will last, and at a reasonable price.

****STAY AWAY FROM WEST ELM UNLESS YOU WANT BED BUGS!!*****HORRIFYING EXPERIENCE. I purchased the pinstripe flannel sheet sets from the Chelsea store. When I cut the tag off, I noticed there was a bed bug crawling on these brand new sheets! I had to get the exterminator to come clean up my apartment. What a nightmare. The store rep wasnt even apologetic about it. I have always been a loyal customer of west elm. This is so disappointing.

Clean minimalistic lines. Okay prices, pretty good quality. Love the shoe stool I got.

The store is reasonably sized and has a larger plant selection than the Broadway one.I booked an in-house design service two weeks ago because I needed some help with be try specific walls and alcoves at home. It cannot be done in store because a floor map doesn’t really show well the walls apparently. I got an email saying that my appointment is in-store (even though I made it clear when I signed up that was for in-home). I called two separate times on two separate days and talked to two separate associates. They both said they’ve noted down the issue and will let the design crew member know. When the day came, no one showed up, no call, no email, no text message. What a waste of time and effort guys.There were other times when we waited at the register in this store for 10+ minutes and no one would be free to help us (what are all the associates doing?).

Decently designed furniture but overpriced and extremely terrible service. Youre out of luck if theres anything missing from your furniture. The furniture stores around the area has 100x better service.

A nice place, good design and with beautiful things for the home.

Terrible. I live in manhattan and will make the trek to the Brooklyn location for quality service. I wondered around the store for about 30 minutes before anyone bothered to help me and then the sales associate didn’t even know anything about the furniture I was attempting to purchase and asked me to pull it up on the website with my phone.This is the SECOND time I’ve come to this location with a very specific item I have wanted to purchase. The first time, a young lady didn’t even know how to properly order the product online so that it could be shipped to store.If you want a better show room experience, please visit the location in Dumbo. The store is bigger, better organized, and the sales associations are so smart and helpful. I’m only posting this review in hopes that this Chelsea location improves.With my latest purchase I had to get immediate help from West Elm’s social team in order to purchase because I wasn’t able to travel to Dumbo that day.

I love this store. If you need to decorate your home I recommend you to come here. The items sold here are top quality and one of a kind.

Completely incompetent customer service. Totally botched the delivery process, which requires a certificate of insurance for my building. They kept telling me that the driver will have it but of course he didnt. He was totally confused and barely spoke English. West Elm called me to tell me that Id been talking to another department and that they received no COI information from me. Clearly their processes are broken and no one is accountable.UPDATE: Its even worse than I thought. They botched the delivery once again. They issued $500 compensation after much apologizing.Avoid doing business with this incompetent organization at all costs!UPDATE #2: I needed to return one of the items (a dresser). They picked it up four days ago and I still have not received the refund. I sent several emails to them but have received no response. I finally call them and they say that it will take up to 14 days to receive the refund, something that should have been communicated clearly since most businesses in the 21st century can process refunds within a couple of days. Moreover they’re saying that the refund will be $500 less than the price of the dresser due to the compensation issued earlier. Of course, the compensation was issued for the enormous headache they caused and the time wasted, which isn’t going away just because the dresser is being returned.This is the most incompetent bunch of clowns I’ve ever done business with.UPDATE#3: It is now 14 days since the returned item was picked up by West Elm and I still have not received a refund for it. This is absurd.

Stylish modern living environment. Nice alternatives. But need more home textiles.

YOU NAME IT THEY HAVE IT FOR YOUR HOUSE

This is the MOST HORRIBLE STORE! 1) The furniture is really crappy, the headboard that I ordered the back was totally unfinished, there were HOLES in IT 2) not only that they HORRIBLE delivery service only comes when its convenient for them, not you, and if the time that they select (dont worry, they wont call you and tell you when they are coming either, just will show up at the door) they expect to wait SEVERAL weeks. 3) Out of all the 4 pieces of furniture I ordered, only one actually got delivered! I spent months waiting for furniture that never came and their online, in store, and warehouse businesses have entirely different ordering systems that dont talk to each other....which after spending over $5,000 and HOURS waiting to talk to NUMEROUS, NUMEROUS customer service personnel (Online, On the Phone, and eventually In Store, that will NEVER actually help you, leads customer service person telling dresser, you ordered a dresser? Are you sure....all I see is a headboard. ....Yes, I had unfortunately ordered not only a headboard, but a dresser and sofa and rug....To be transferred to another person, who can tell you its been ordered but not where it is, to another that will tell you its being delivered but thats another service, and then call the delivery service, and they tell you the furniture isnt ready for delivery and all I have now is a headboard full of holes and I CONTINUE to fight, hours every week to get refunded the money for furniture that was lost and NEVER delivered, I ordered it in June, its now September.....Love yourself enough to NEVER SHOP HERE!!!

Good stuff $$$$ Staff think they are Movie Stars..Need a Slap. !

Horrible customer service. It took two weeks for them to organize the return of a sheet set that was defective. In the end I took it back to the store rather than shipping it back. All this was arranged and confirmed in advance by telephone. The sales clerk who helped me was unprofessional. She didnt listen as I tried to explain what I needed and called me honey. This was in the West 18th Street Store in Manhattan. I complained to the store manager but had the impression he couldnt really care less. Between this and the defective goods, I doubt I will be shopping at West Elm again any time soon.

Love how some of their furniture looks, but this place is pricey. Couldnt get the sofa Id wanted, but ended up getting a few other things instead.

The products are good, but the customer service is TERRIBLE! We ordered a sofa and a coffee table to be delivered upstate NY and the store confirmed that the delivery could be done in a weekend day. When we received confirmation that the order was ready there were just delivery options from Tuesday to Friday. They then asked us to call a customer service line which takes 40 min to get someone to speak with!!! I spoke with two different people (after losing 2 hours!) that promised they would get back to me which never happened. I had to pay a person to receive the furniture for me and for my big surprise I receive an email the day before delivery informing that they couldnt find the coffee table in their deposit and would only deliver the sofa!!!I am still waiting to get a contact about the coffee table and no news so far. This is the first and last time I buy from West Elm!!!

The store is great and fun to shop in, they have well designed quality items. However, if you buy anything in the store there will be no customer service because anything you buy in store won’t have a customer number!! How wack is that! I needed replacement rubber pads for a coffee table that had slid off. What a headache.. then customer sevice transferred me to William Sonoma. Unreal.. unless you are shopping for a very particular item I would head south of here.. best of luck shoppers.

THE WORST MANAGER and customer experience in MY LIFE. We made a purchase, assembled it, only to have the table come missing parts. I called the store and spoke to the manager. She was COMPLETELY RUDE, NOT HELPFUL, and more concerned with finishing her own sentences than hearing my problem. She offered me NO solution other than to go and buy the parts that THEY ARE RESPONSIBLE FOR MYSELF! When I told her that I will be traveling away for work the next day, she told me, You cant just go on a walk to home depot?? You dont have time for that?!?DO NOT SHOP HERE!!!!!

Worth the extra money for better furniture and customer service. See the items in store and then order online if not in stock. Recently had a shipping issue, customer service immediately took care of the problem, no questions asked. Will be buying all my home goods need from West Elm from now on.

My favorite furniture store. Quality furniture with reasonable price and good customer service.

Pretty hard to find but it was quite busy so that didnt seem to be a problem for sales! Pleasant environment to browse in and get ideas. Seemed to cater across all age groups. Mildly expensive.

Great place

Busy store but very helpful and nice staff.

Im also surprised by these reviews! I bought the Tillary sofa and I absolutely love it + all my friends comment on how good it looks too. After several years it still looks great. My friend moved it into her newborns room for the baby nurse and she loves it too! Comfy enough to sit on + sleep on.

They dont have enough stocks whenever I try to buy. If I want back order, they definitely do but in two month later. If online order is quicker than back-order, they make online order for me, but I had to pay delivery cost out of my pocket - she kept saying things that didnt make sense.

Ordered a painting here and was promised it would get there by December 24. It’s january 19 and I still have not received it. I’ve spoke on the phone with many people and everything is so unorganized and they can’t even give me a set date to expect it. For such a big company I can’t believe this is how the service is.

Just visited the store to pick up a carpet. The sales associates were very nice and helpful.

Very friendly staff. Made my returns seamless. Always a beautifully put together store!

Quite hard to find but it was quite busy so that didnt seem to be a problem for sales! Pleasant environment to browse in and get ideas. Seemed to cater across all age groups. Mildly expensive