I went into this store to get a new living room set and didn’t feel a welcome vibe so I left and went to a few other places. I ended up coming back the following day and I asked a sales associate to show me some color swatches. Her name was Sylvia and she was amazing. I showed her some inspiration pictures and she immediately understood what I wanted. She pulled a bunch of swatches and then helped me find the perfect pieces. I can be pretty indecisive so major furniture purchases tend to be an agonizing process for me but Sylvia was a game changer. I was out of the store in under an hour with exactly what I wanted.I’ve seen a few reviews saying the staff isn’t welcoming but I think they just want to give you a minute to look around without being pushy. Once I asked for help they were super accommodating. Definitely ask for Sylvia if you need anything. You won’t regret it!

There are 20 people working here and NONE of them are friendly or help you. Stay away! Online is 100 times better!

Quality erratic, nice designs, price point reasonable

Helpful employees in the store (mostly), but West Elms order-management system is a nightmare. Ordered a couch months ago and nobody has any idea where it is. Apparently it is with their vendor (who actually makes the furniture), but they have no other information. West Elm is a very expensive middleman, and not a very good one. Im fine to pay a premium for the ease of selection and up-front service, but in this case it wasnt worth it. A shame.Oh, and when I called this store they essentially said that it wasnt their problem and directed me to West Elm customer service, which has no idea.So now were out $2,000 (they did make sure to charge our card) and still no couch!

West Elm sold us a couch over two months ago and have been pushing back the delivery date. Today we got a notification that our order was cancelled. We called customer service and they are no longer making that couch.

Beautiful store, but these employees are beyond annoyed when someone walks in the door. They looked right at me and said nothing. 5 minutes in the store. No hello, nothing.

I furnished my entire Apartment via west elm in an effort to support sustainable living and Brooklyn, my native borough and despite spending thousands of dollars here, I get the nastiest customer service every time I go. They will not help you AT ALL when trying to exchange or return something. They’ll send you right to customer services. If you need help, go to ‘Hilton’ he’s the best. Literally changed experience today.

Great as always.Great store with lots of beautiful furniture and decor.Purchased furniture today and the associate was very helpful.

Terrible management here. I ordered a dresser for pick up at this store, since home delivery somehow costs a fortune at West Elm. Delivery to the store also costs, so obviously every items price, is not the actual price. (their delivery cars must be running on liquid gold, not gas). Picked up the dresser, after having to rent a truck from uHaul, brought it home, unboxed and saw several defects on the dresser. Ok...i get it, it happens, no problem so far. I call the store to see if I can get it replaced since the defects were pretty significant. The rep said the only way they could replace the item was for me to bring the dresser back to the store and still pay for shipping for the replacement item...so essentially id have to pay for another truck, plus for the shipment of a new dresser, plus have to carry this heavy item, all by myself...ALL DUE TO NO FAULT OF MY OWN. The rep went on to tell me to contact the store manager, Cate, to see if I could get a discount or store credit if replacement wasnt possible. Um no...the store manager couldnt have been less helpful. No replacement, no discount ever even mentioned...and at the end I was sent a copy-and-paste message if you have any questions please contact customer service at blah blah blah. Somehow its fair for west elm to get 750 bucks for a faulty item, and not even have the decency to send me a new one because their white glove service must be so sacred! Nicely played West Elm!

This particular store seems like its a showroom only (actual products are not there, you have to order them) and the staff made me feel very unwelcome.I knew exactly what I wanted because I had seen it first online, but couldnt find it anywhere. I needed someone to tell me where to look, but all 3 employees I could find were standing behind the registers. I waited there for a while, but no one even looked at me, despite only one other customer at the register. A man at the end didnt have the customer in front of him, so I asked him if I could ask a quick question. He shortly replied Im helping this gentleman over there and pointed to the customer at the other register. And again this employee didnt look at me when he replied or give me any indication that he or anyone else would help me at any point. I eventually got the attention of a woman at another register, who said shed be with me in a moment. And she was, later across the store. But even then it was only luck that they had what I wanted, someone else had already ordered it and abandoned it, with stickers about the previous customer on the box.Why have a store if the products arent actually there? But most importantly, why is everyone too busy to help here, even with just a handful of customers in the entire store? I didnt say anything about how it made me feel then, but after still feeling a little Pretty Woman-ed today I wish I had. Its a beautiful store with expensive things, and I expected the people there to be kinder and not make me feel like I was annoying them by being in there.

Beautiful selection of furniture.

Employees were not helpful at all. Very careless no one even greeted us or acknowledged our presence. One of the employees were on a personal call the whole time even though we made eye contact several times trying to show we need assistance. Very disappointing.

Great assortment of modern furniture in a well lit and friendly atmosphere.

Horrible customer service! Received an item in a color nothing similar to what was pictured online. Spoke with customer service multiple times, because they do not offer an exchange— only refunds and repurchase. The item I bought was no longer on sale, and they would not honor the original sale price I paid in my first order. I decided to opt for a full return and was still responsible for $21 SHIPPING COST. After 4 customer service calls and an unresolved issue, I will not purchase from them again and DO NOT recommend.

I LOVE my new sofa! I went in only knowing I needed a new sofa. I had some pictures, but still no real clue about the design. Snow looked at my pictures was able to help me form my vision. I could not be happier with my final custom product. Great design and great value. Be patient. I had to wait longer than expected, but they did a great job and the delivery crew was outstanding, as well. I highly recommend west elm.

Great products, love the store feel and color scheme coordination. Can use better customer service when tending to patrons not overlooking those who need assistance or those trying to pay for their purchases.

Terrible experience.Long story short: Was quoted the wrong price for the couch I wanted and then was told the correct price (which was much higher) but only after the salesperson applied and got approval for the credit card. I didn’t want the item then but they couldn’t cancel the card and said that I had to call the bank myself. Manager also not helpful. Think that particular salesperson was terrible.Suggest if you go there find a manager to help you. Also don’t let them apply for the credit card for you until after they ring up your items and you have the confirmed price.

If you dont need your orders you delivered anytime soon. Then shop somewhere else. 3 months for shipping of a chair makes no sense.

Awesome selection of modern furnishings. Dont bother thinking that delivery is going to be a snap. I travelled for a living and half of what I ordered was to be delivered by UPS/FedEx and could not be coordinated with my home on Friday through Sunday schedule. It literally took months to get it together wherein I need finally asked then to accept shipment St the store and then I could come get it. The items were too large to send to the local mailbox jawn..

In all honesty the customer service during the selection of our furniture was not bad. However when we drove our car to pick it up it wasnt the best experience. First I called and I asked if it seems like the package would fit in a normal sized car trunk. The girl on the phone said, Well I dont know what you bought, which made me think if I gave you the order number you might look it up. But no she could do no such thing. Then when we drove to pick it up the man at the pickup barely helped us put it in the trunk. When it didnt fit he just walked away. It wasnt his problem I suppose. I thought we should ask if they had anything we could tie the trunk down with. No they said. Plus they said we are not actually supposed to help load anything into anyones car. Which also begs the question why do you have a warehouse section with a loading zone? So overall the experience was less than average.

Worked directly with Brian who went way above and beyond to help us with a store credit issue we had, by working directly with corporate to help us out. He was extremely professional the whole time and worked through our issue until it was resolved. Excellent customer service and products. Thank you!

I need to change decorations in my house, I found this store on my way go to work. Love this place. I got a lot of ideas and stuffs over here to do it . Beautiful design, good material and great service!

Get loads of our furniture from West Elm. + For being dog friendly!

There are some good pieces and design ideas here, but I find that the quality could be better. While overall the displays are nice, there is also a bit of haphazardness and disorganization in the store where a lot of items are packed into a fairly small store as many in Center City are by the fact that ther buildings constrain the size. Ok location although its across Broad from Rittenhouse where many of ther other furniture stores are located. Parking off course will be on street or local garage unless you take public transportation.

Love West Elm - everything is so pretty! Definitely check out if you like mid-century mod

Very nice stuff. Cant say I can afford it but if you leave anywhere near this location you probably can. Downtown Philly. A huge store which is kept clean.

Nice people

Nice staff. Beautifully done store.

I love the furniture, and recently bought the Mid Century Jensen round dining table, two chairs and the bench. However, the customer service is undesirable. None of the sales staff seem to be knowledgeable about delivery product or services, which causes much confusion. Incidentally, its week number four now and Im still waiting on a small part to my dining room table, which I was told would be shipped immediately. I guess customer service could benefit from understanding the definition of immediately. Overall, I dont like the instore experience I receive when I shop there. West Elm should take a lesson from Bo-Concept Philadelphia on customer service.

The lighting is headache inducing, and the floor is a bit too tightly packed for me

My FAVORITE store;! The staff is amazing;

The store staffs are good but the manager is a mess. When I ask for a price match for an item in bought less then 30 days ago she answered very rudely. Plus if you are buying stuff here, wait for the email until you can get discount because they have it often but they don’t do price match. Honestly with the price of their stuff, the customer service of this manager is a piece of ... to follow up I ended up calling the central customer service and got the discounted price.

One star is too much. No one offered to help us. We were waiting at the register to purchase a modest item for several minutes. Finally, an employee glanced our way and I thought finally. Surprisingly, she turned and walked the other way. I have never experienced such poor customer service. We left the item on the counter and walked out.

I love this door they have a lot of different items you will enjoy it

Worst customer service I’ve received in a retail environment. I wanted to speak to the GM about a product issue. He literally treated me like I wasn’t there. He refused to talk to me, and had his assistant go back and forth between us instead of coming up to me and asking how he could help. I’ve worked in retail for 10 years. This is the worst treatment I’ve received from a retail worker. In addition, after following up with corporate, the store refused to fix the issue. Relationships matter, and so does customer service. This store sent me a very clear message: go shop somewhere else.

Good place for home decor

Ehhh. Awesome stuff but SO expensive. I dont know how people can afford furniture from here. Very cool stuff but wow

First time in store, shop on line though. Nice store get help.

Very disappointing. I found four things I wanted to buy and the sales person said they werent in stock and I should order them on line. Why have a store? Waste of time.

Great customer service.

I feel they care about their customer.I will recommend west elm to the people I know and I will shop there again.

I have twice shopped there when the merchandise on the floor was not in stock. Their policy is not to sell floor models even when there are duplicates. If you want to have that unavailable item shipped, you pay the shipping, or you wait for an unspecified time for the item to be restocked at the store. So twice I have walked out disappointed.

Terrible customer service, rude staff, shop online or got to the KOP store instead. I did pick up in store and would never do it again with this location/staff.

Very unique furnishings

Good place to window shop get ideas, and go elsewhere.$$$$$$

A little pricey for me but they do have some very nice pieces of furniture so you got to grab something.

Very stylish but pricy

Bought a lamp, walked out, it was ok

After reading the previous review I am in doubt whether I just was lucky this one time I bough a piece of furniture from West Elm or the other person was unfortunate. However my impressions are of qualitative service and products.

There exchange policy sucks, they charge you double for an exchange.

Its a West Elm, so, if youve been to one (or any similar store) you know what to expect.

Good store, well orgenized

Beautiful furniture and decor

A dump. Zero customer service. Stay away.

Great furniture place

A fun place

Awesome!

Nice but expensive