I had such a wonderful experience in the store. The stylist helped me pick a color pallette, size, and material for my living space!! I am so excited for my refreshed space to come alive!!!

This was a great place to get furniture and most home furnishings. Service was great with professional design help as needed lots to choose from for any decor. Ample parking downtown. Prices were a little high but quality was there. Lots to look at and great website too. I like most of what they have to offer and good selection.

If I could leave no stars, I would. I love my chair. I really really dislike the customer service. Ordered my chair in May. It was scheduled to be delivered in July. They called me to schedule. Never came. Lisa in the West Elm PDX office said that I cancelled the order. No, never did. She did not believe me. And she hung up on me. This was overall the worst experience Ive ever had ordering anything online. I do the majority of my shopping online. This one experience with West Elm has tainted me. I will never order from here again. Not worth the phone calls, hassle, customer service reps that dont really want to help. Just really really bad. I had to reorder my chair and wait another month. Ugh. Not worth it. Chair finally came in August. They are the worst company to order from and use a third party delivery company. Dont order from here.

I wish I would have read reviews before purchasing from West Elm. We went to the West Elm Portland location and purchased the Anton 72” table and matching bench. Their crew helped my husband load it into the back of our truck. Before we made the 4hr one way drive with 3 young children, we called to make sure the table and bench were in good condition. We were assured it was. When we arrived we paid full retail price for the items and then went to the back to load them. My husband discovered they were in fact NOT in perfect condition and had scratches and a small dent in the bench. We drove a long way and decided we would still like the set but asked for a discount due to the damage. They agreed and gave us a small discount on the table only. We had bought memory foam padding ahead of time to put around it for a secure ride home. When my husband went to unload it after the trip he discovered both the table and bench had cracks and the table had major separation of the planks. The table is not usable. The glue that holds the planks together failed causing the planks to separate majorly. We contacted customer service and quality control and they said they couldn’t do anything for us because we didn’t purchase the products online. They suggested we contact the location we purchased from. The manager of the store told us that he couldn’t do anything other than give us a 20% off gift card to use at West Elm due to purchasing the product as a “final sale” item. We had no knowledge of this and were never told this would be considered a final sale item once he gave us the discount due to damage. Our receipt does not say final sale on it. He told my husband the separation was caused by “user error”. We haven’t even put the table together yet or used it. Absolute HORRIBLE customer service. We will never shop at West Elm or any of their sister stores again. Terrible customer service blaming the customer for their lack of quality in their products. I have told many people of my experience and have realized many have said they also have had terrible luck with West Elm. Now we are out $1500 and have an unusable table and a bench that will most likely cut my children if they sit on it.

Dont buy anything on West Elm until they normalize their delivery. its a mess, they are continuously delaying with no explanation and of course, if you get to go to a store they will blame covid. we are waiting for our couch for +5 months and there is no way to know when it will be delivered. If you dont care about when you will gonna get yours, go ahead, otherwise try somewhere that have your furniture in stock.

I had a terrible experience with west elm. I ordered a sheet set that is listed as a sheet set, and in the product details specifically said that the product included a fitted sheet, a bed sheet, and two pillowcases. When it arrived, it had only a pillowcase, and no sheets. I assumed it was a shipping error and reached out to customer service. The customer service rep told me they would never sell a full sheet set for the price I paid, and that just because it says its a sheet set doesnt mean its a full sheet set. Im not exactly sure how it could mean anything else, especially when the product details explicitly listed the additional components. This is blatantly false advertising, and terrible customer service.

Honestly horrible experience with shipping. I’ve tried getting a couch that I ordered in July of 2021 shipped to my apartment and it originally stated that it was supposed to be shipped within 6-8 weeks. It is now almost November and it has been delayed to March 2022. I will not be ordering anymore furniture with them until they’re more honest about their shipping timelines.

Im very disappointed in the shopping experience and the quality of the pricey mirror. We went to look at the mirror we loved online at this store. Staff looked miserable and frantic (I blame the store, not the staff, who were all friendly and trying their best). The mirror was on a high shelf so you couldnt really see it. We purchased the mirror, but we couldnt take the floor model—we had to pay an additional $40 so they could ship the mirror to the store...a month and a half later. Ive never heard of a charge to ship something to a store! Weird, but we did it and waited. Well, we finally picked up the mirror, unpacked it, and....the mirror is a fun house mirror! Totally wonky and cheap. And West Elm doesnt even let you review their purchases on their site. Never shopping there again.

This company does some weird, sketchy stuff... I ordered three items for my besties new baby-- these items were shipped 1. Immediately 2. Three months later 3. SEVEN MONTHS LATER. My issue with this is predominantly how poorly this was communicated to me. My biggest issue however, is in NO WAY was it communicated to me, that they dont charge for the items until they ship... I put my card information into the website as normal, I got an order confirmation email with an itemized receipt and added costs complete with shipping and cumulative tax, as normal. I think its done and dusted, items purchased, as normal. Imagine my surprise when I get a charge for $140 SEVEN MONTHS LATER. Customer service was no help. If youre going to do things a little different maybe communicate with your customers! Never again.

Went in today to look for furniture for my new apartment, only to realize that this establishment only recognizes you if you look a certain way. Which is hilarious because none of the associates make enough to shop there so who are they to judge. Poor mindsets highlighted

Do not order a gift online! Ever. I ordered 3 items for a wedding gift. Two of the 3 items were in-stock, 1 on back order. But 4 weeks later, another email; item 2 was now out-of-stock, even though a previous email said it would be delivered within 2 weeks. Now, 2 1/2 months later, I’m told the 3rd item is also out-of-stock. I called - did anything make it to the couple? The original item on back order was sent, but now they wanted payment for item 3 again. I requested they cancel the 3rd item and I’d be done, still unsure of the status of item #2. Tonight I got another email...I was charged for item 2 and 3 AGAIN! If you’re sending as a gift, be warned! It won’t be pretty and you won’t know for sure what does or doesn’t make it. Or when!

I had a horrible experience with west elm! Do not buy!!!! If I could put negative -5 stars I would!! I have purchased a couch from them and was told it’s the best material and washes very well but when I got it. It started peeling right away and darkening from jeans. I called them and got it returned. They picked up the couch and said money will be refunded with in 5-7 days. From that day it’s been 5 months!!! I have no couch, no money!!! And a credit card that I’m paying interest on for the couch I don’t have. I called customer service over 20 times and every time they say the money will be refunded within 5 days and NOTHING!!! I went to the store in downtown and the manager promised to help and called them and said money will be refunded and NOTHING!!! At this point all I got is a 3K debt from west elm!!! And I’m paying interest every month from a couch that I don’t have!!! DO BOT BUY!!!!

Love my dining table and sideboard, but took 3 months to get my table. Ordered both the same time and was told both were in stock. Delivery would be in about 2 weeks. Then a email telling me the table was on back order and would take an additional 2 weeks. They did charge my Visa account for the sideboard but said they wanted to send at the same time. I waited and waited and had pending charges on my Visa on two occasions and taken off by that following Monday. I called a few times asking about my furniture and all they could tell me was that it was on back order. The women on the other end were all very nice and sympathetic to my problem but really couldn’t remedy my situation. After 2 months I received an email that delivery would be in a few days. My husband and cleared out our dining room to be ready, but to my dismay ONLY the sideboard was delivered. The sideboard could have been sent from the beginning. Said the table would be another 2 weeks, but of course that didn’t happen. After 4 weeks it finally showed up. I will never buy furniture from this company again!!!!

I’ve spent over a 1000 dollars with them in the last month with a move into a new house. I bought a couple of items to complete “a look” on their showroom floor and one of the pillows started to snag in multiple places without much movement ((just getting up and sitting down on the couch in soft clothe). Instead of returning them I’ve been tracking the covers to go on sale. I tried a couple of time and luckily this weekend they were 20% off. When the promo code wouldn’t add the customer service agent said it’s the fine print that the item needs to end in .99 or .97. The product was advertised to be 20% off all the way until you put the code in your cart. I asked her to show me the fine print so I can see that next time (I’ve spent over an hour trying to track these pillows on sale, not trying to repeat that mistake) and she said she could t even find it. A 40 minute call with customer service resulted in nothing. So disappointing after how much money we’ve spent here. Very poor customer service.

I’ve never had a worse experience buying anything ever. This is SO bad it’s going to seem like it can’t be real. Trust me it is. We ordered three furniture items from them. A large sofa, a love seat and an ottoman. This all WAS NOT CHEAP. Like at all. Here’s the kicker...we ordered it in July 2020! We got the loveseat and ottoman in January 2021 and they just emailed us and said they not only lost the big sofa but it’s now discontinued! Nearly a year later! I’ve demanded a refund for our entire order. Worst company ever. They have made little and slow effort to make anything right.Please please do not order from them! We are so sorry we did.

I bought a set of sheets at the local store on Couch. The company website says No Hassle Returns within 30 days with sale receipt. This is so far from the truth. Maybe Im the only person who washes sheets before using them? I was told that because I washed them, I couldnt return them. They said they couldnt re-sell them if they were washed. They re-use returned sheets? Ew How do they know what youve done to them after youve left the store. They could have been in a smoke filled house, been sat on by the cat who just used the litter box? They put returned sheets back on the shelves???? That was enough to make me never want anything from their store. Anyway, called the main # and they could find nothing that said you couldnt return sheets that had been washed but that if the local store made a determination ... well ... that was that. How would that work for Costco? You can return at the east store but not the west store? A company policy should be a company policy but ... apparently not.

Delivery is INFURIATING. It costs more than any other furniture store, it takes months to get anything, 50% of the time it’s damaged. I could go into detail, but I won’t bother. Still waiting on a table I ordered in November, it’s July . This is the second time, they delivered something damaged, took it back and said the new one was on the way. However, the new one was never ordered. Delivery people blame the West Elm people and vice versa. Get your shot together or stop charging a premium fee for garbage service.I will never buy anything from this place again after repeatedly having issues with delivery. Also, don’t charge a $180 “delivery fee” for a rug that is shipped UPS.

I love the furniture and aesthetic offered but would recommend shopping online and avoiding the store altogether. The staff are not friendly and act as if you’re a nuisance for making returns. I get that they won’t make a commission off that sale but I buy enough from the store & would be tempted to shop in person more often if they treated me better. In my most recent experience, the salesperson helping didn’t even pay enough attention to the items I was returning and my return was short $30 when it was processed.

Always the best staff. Been here several times to deal with online orders and appreciate the most helpful staff.

I called the customer service to update the payment method since I received an email saying my order has been on-hold due to some payment issue. This is my second time went into this problem that I do not have enough credit card when West Elm tried to run my card. I called and updated the payment method, and inquired when the item will be shipped. The customer lady told me the item is still backordered, and my card will be checked periodically till the item is available and ready to ship. I was hoping to pay fully right now or west elm can give me a call when the item is ready to pay, instead of holding the credit line for this item forever (My original first order placed at 1/26/2021 from the store was cancelled for the exact same reason.) However, the customer service said this is the policy, and there is nothing she can do except cancel my order.I was totally shock about the west elm policy which requests customer to keep their credit for an unknown period of time or cancel the order. While I asked the customer service for other option, and I would like to talk to the higher manger to solve this issue from ground, she just laughed and told me this is the policy, and there is nothing to be changed. I totally dont understand why West Elm can allow their customers being treated like this. The customer service is unprofessional and not helpful at all. I decide to cancel my order, and I will never purchase anything from this company again.Either walk-in or purchase online, you will highly likely end up the exact situation I had, cuz they don’t have the items in stock. My original order was placed in the store, but when the order went side way, the store people just asked me to call the customer service because there is nothing they can do. When you call customer service, it is a dead end. The worst customer service ever. DO NOT PURCHASE FORM THIS COMPANY.

Cool item in there and many bedding item was on sale at good price.

Over priced, poor customer service, and damaged when delivered. I purchased a chair and when it arrived several weeks late it had water damage. It had clearly sat it water and had mold growing in it. the chair fabric was also stretched out and stained. It had obviously been on display in the store and they repackaged it and sold it full price. Very deceptive. The legs were scuffed. After multiple calls and hours of wasted time with customer service asking for a refund, they wouldn’t do it. I also ordered a coffee table from them. The pictures online showed a nice light gray wood, but it was actually a dark gray/green when it arrived, also several weeks late. Looked nothing like the picture. If you want an overpriced product that doesn’t look like what you ordered and is also damaged, then west elm is the place for you.

I’m not one for reviews, good or bad, but the experience we had in the Portland West Elm made myself and my partner incredibly uneasy and uncomfortable.We are working on our wedding registry and wanted to do it in store so we could really narrow down what we would like, we were informed to use the app, which is a great concept! If it worked. We were only able to scan in a total of two items, because anything on display (which is about 80% of the store front) won’t scan. Ok, technical difficulties, not the end of the world.The store associates however, were blatantly annoyed by any questions we had when we could finally track one down to ask for help. An associate with short black hair and retro style glasses actually scoffed at me when I asked her for help because I couldn’t figure out their WiFi, which I was trying to explain to her that it seemed like I had to be logged into in order to use the Registry Scan on the app. I apologized for not being able to figure it out and without saying anything they just rushed off.It was so intimidating to ask anyone for help, no one greets you, no one looks your way or really even pays attention to customers, and in all honesty the floor wasn’t busy. We did have another associate with bangs and their hair pinned up, ask us if we were doing alright and she was kind enough to try to help us. But because we had heard a few of the employees talking horribly about other customers they were having to help, we just didn’t feel comfortable being in the store.I understand that retail and sales are tough and customers can be hard to deal with, but not having any common curtesy when customers walk and speaking about customers in front of customers is poor taste and management. West Elm has pretty good furniture and decor, but I’ve been treated better at Burberry on Champs Elysees walking in with Converse on.

This place! You wont want to leave. Honestly. The staff is so helpful (Mimi is the best!) and they have terrific ideas -- even setting up a designer to see your space if needed. Plus, the sofas and chairs on display are comfy -- all you need is a good Netflix show and a snack and you really would not leave! 😂 The best part though if youre indecisive, theres NO pressure from the staff to hurry and buy. I love that! Oh and its worth paying for parking in the structure next door (Whole Foods) cuz as you likely know, finding parking can be atrocious.

I ordered a Christmas gift from the website in mid October. Today I got an email notifying me that the item is back ordered??? amd wont get here until mid January??? One star is more than West Elm deserves. And oh, by the way, the gift that I thought I had paid for in October is now being charged against my account. And its not even here!! Two days before Christmas Eve!!

This review is for online West Elm Purchases (not in store). The company runs what appears to be a drop ship business model online and when my girlfriend and I purchased a dresser from their website in which we were told would arrive by the end of January, West Elm didnt run the charge on our card until two weeks later at a random time, then bumped the delivery date out further and then refunded us the money... but then charged us again... That unorganized run on sentence is the exact representation of their online store. We still have no idea if this is getting delivered or if its being refunded because their third party maker cant produce the furniture we ordered. Guess only time will tell. You shouldnt have to guess when a large purchase will be charged on your card/when youll receive it/if they even have the item in the first place.

Horrible customer service and disappointed with their products. We have now purchased a couch and a bookshelf from here and everytime we went in the customer service was horrible.-We walk in, nobody even says hi to us even though sales reps are standing right in front of us.-When we ask for help they are basically useless.-The bookshelf we bought chips the second you touch it, very poorly made. And trust me when I say that Im a VERY careful person about my things and take care of them.-They make you pay to have things that are out of stock be delivered to the storeAnd our most recent horrible experience:I called TWICE (on 2 separate days) to ask if they have a dining table in stock because I want to see the dark walnut color in person. On both phone calls they told me they dont have the dining table in, but they have a coffe table in store that is the same color we can look at.We drove 45 minutes to get to this store to see the coffee table, just to get there and the customer service rep tells us they dont actually have anything for us to see, and that they have 1 of the dining tables in the back but its boxed up and she cant open it. On top of that, we ask how the quality is because we were very disappointed with our bookshelf that chips easily (bookshelf was $250...not exactly cheap), and she looks at us and basically says...well what do you expect if youre looking at that price point (the dining table was on sale). Excuse me? What a rude response.Never ever buying anything from this store again.

West Elm has been the most disappointing shopping experience I’ve ever had. Ordered a dining table and bench 6 months ago and still haven’t received them. Even worse they charged me 3 months ago. Every time you call they say it’s in transit and are very unhelpful and unwilling to take any responsibility. The company clearly could care less about their customers. They charge a $250 delivery fee. Apparently that means they are walking it over from the distributor center because I’m not sure how else it could take so long. Definitely think twice if you order furniture from this company as it will cause more headaches then it is worth.

In general the items look much better online than they do in person, which I think is one of the reasons I think they do not have customer reviews. Due to this, I tend to avoid ordering from them, but took a chance on stools and again much cheaper looking in person. To make it worse, now I have been dealing with customer service for weeks because they did not refund the correct amount. I wont shop here or for any of the associated companies until they start allowing online reviews. Too many other options out there!

I ordered a bed frame from here that took 3 months to ship, when it was only supposed to take one. When it arrived it was the incorrect order and then took another 3 weeks to receive the correct one. Another piece we ordered is over a month late, still has not been received.

Great place to return things you bought online but dont want anymore

In store associates are usually very helpful. Theres no place to write reviews on the west elm website. After being on hold with customer service for 50 minutes before being disconnected, I emailed customer service to have a problem corrected. I was mailed the wrong product and went in store to try to get the correct product, but it had disappeared from the website. After keeping the item and seeing the correct listing put back online, customer service offered no help in getting the issue resolved. I could reorder at the non-sale price even though the original product was never sent to me in the first place. Super upsetting for something that was completely their fault.

I placed an order for some bedding on February 1, 2020 and every few months, I got a new revised delivery date. Today is January 31, 2021, and now it says the revised delivery date is April 10th -- more than 14 months from the original purchase date! I called customer service and got a woman who puts me on hold in the middle of her sentences, and complains out loud about how difficult it is to process the return in the system. After 29 minutes on hold, she told me she couldnt cancel it, but sent a message to the vendor to cancel it. I will not be placing any other orders through this company.

The furniture is great, but OH MAN. Be ready to wait on hold for 30+ minutes, be swapped around to different departments, and be told completely different things for the same issues by different people every time. I was told by three customer service reps that our order would be returned at the warehouse...it was delivered to our front door. On my account it says it was returned but now I have no way to get it back to them since it’s a very large item. On hold again for 30+ minutes trying to fix their mistake. If you have to ship their furniture, I would find another store.

Great furniture and decoration articles. Nice staff

Had nothing but positive interactions with the staff! All of my dinner ware and my living room set are from here and I love all of it! Everything I have bought so far has been great quality.

Never buy anything online from west elm. They have high delivery charges and in case of return, they’ll charge you again! So basically even ifYou don’t end up keeping the item, you’ll still be paying. Also quality does not match the price.Never buying anything from them again.

I had the worst costumer service experience today from West Elm. I ordered over $6000 worth of furniture from them and was waiting for some items to be delivered. Some of the chairs on my order were supposed to be delivered 6 weeks ago, but due to Corona I figured they were delayed. I called today and was told they would be delivered end of June! That is an additional 3 months from when they were supposed to arrive.The costumer service representative said they were never supposed to arrive in March and that her supervisor could see what emails I received and that wasnt true. So after being called a lier essentially I said that it did in fact say March and that I still have the email and ask for her supervisors email address to send it to. She then points out in a sassy way that I would have to send over the entire email and a screenshot would not due. That infuriated me because once again she is insinuating that I am lying. I said I will send you the email in its entirety and then when you see that I am telling the truth are you going to honor my purchase and expedite my chairs since they are long overdue and to that she responded NO! Ha then why would you need to see the email!!!!This company has the worst customer service and was so condescending and rude!Buyer be ware!

Fun place to shop

I ordered a sheet set in October of 2019. Its been over a year and I have not received them or been refunded. Ive called three times. Their customer service representatives have told me that the hold up is because their third party vendor hasnt responded to their order cancellation request. At this point, that is their problem and they should give me my money back. It feels like Ive been scammed by West Elm.

Very nice store downtown Portland. My only wish is that they had furniture for men above 6. Everything is small or made for petite people. Friendly staff. If I was 58 they would probably get 5 stars ha!

We had excellent service and guidance. They werent pushy at all. They were attentive without being pushy. A superb shopping experience.

If you want to wait months for your furniture order, then have the Ryder Last Mile company miss your delivery window by days, then shop here.

Worse customer service for a high end furniture store. Shipping charges are high, orders take forever. Once an order is placed you absolutely cannot make any changes even if you tried calling them immediately after. You cannot cancel, you cannot even add another item to the order even if the order was mistakenly submitted by their own in-store staff. Not to mention, youll be on hold on the phone for a good half hour.

Helpful assistance from a salesperson on the floor helped us understand store policies and delivery options before ordering. Rotating materials for ready ship couches is annoying though and we couldnt find two pieces that were standard in the same material so it bumped the price up quite a bit since one would need to be special order while the other was ready ship. Only the ready ship was eligible for sale. Apparently these items also change weekly so pretty confusing if youre trying to get more than one peice at a fair price in the same material.

Nice selection and friendly service, a bit high priced and no free delivery.

I love their style and sustainably sourced material. If you need customer service support, I recommend going to the store and avoid calling via phone. I received much better care in person.

West Elms policies for returning items are extremely shady and bad business. You should know that when you order furniture, rugs, basically any larger item, your sale will be treated as final and you will not be able to return/exchange/get store credit if the item does not work in your space. Anyone who has designed a house or apartment knows that this is not good, particularly for a company that operates largely online. I purchased a rug that did not appear as advertised and I was not able to return. Now I have a rug that I do not like and I am out $560. Great. I would recommend shopping elsewhere.

I really like this store, great furniture, good layout. But the staff just doesnt acknowledge you. Im usually the type that kinda likes to browse by myself, but theres just no acknowledgement. Good number of employees just talking amongst themselves but couldnt care less to interface with their customers.

Awful customer service!! I came in to buy a sheet set of which I knew that had 3 in stock from being there the day before. When I arrived the next day they had disappeared and West Elm claimed they had rearranged sheets and no longer knew where they were. They wont cover shipping if something is out of stock, they are unfriendly and not at all serving to the customer, making my experience with West Elm extremely unpleasant.

Love this place! I dont live here but this is the second time I have visited this school. Very helpful. I was able to order exactly what I wanted

Lovely little furniture store. I went here and bought a few things for my apartment. They employees were helpful. The furniture is SO crazily overpriced.

OUTRAGEOUS SHIPPING COSTS..I wanted to order a mid century mini console for $287.00 The weight was 40 pounds. However the only way to ship it was with West Elms White Glove Delivery. This brought my total with taxes and shipping to $460 !!!!!!~ That is an outrageous 61% mark up for shipping and taxes. Now I remember why I shop at WAYFAIR...

My husband and I ordered a couch online. The it finally came, it was the wrong dimensions; 10 inches too big and did not fit in the room. We called about it, and it turns out they don’t have a separate SKU or item number that really differentiates between the two sizes. I talked to a real person, and another couch of the correct size was supposed to be on its way. It was several weeks late and, when it arrived, was the exact same couch, which was too big. We sent it back, and I called again, spoke to another person and ordered another couch. Now we’re told that the cushions on our original order are no longer available, but they can order them from the manufacturer and get the ones we wanted, they’ll just ship separately. Fine. The couch comes in the correct size with the wrong cushions; the correct material cushions arrive…but they are too large and are for the OTHER couch. We call again, and they don’t believe us, so I take a picture to demonstrate that it is impossible for these cushions to fit the new couch. We send them back, and order new cushions. Another few MONTHS goes by, and no cushions, no response. We call again, and there is no record of the cushions ever being ordered or on their way. We are told to order a brand new couch, with all the original specifications, and exchange it for the one we have. We ordered this couch in APRIL, and the new one is coming in NOVEMBER. This is the worst, most unreliable customer service I have ever experienced. Do NOT order from West Elm.

How do they show 3.8 rating? The company shows 1.5 on consumer reviews! We ordered a sofa that upon purchasing was promise within 8-10 weeks. When tracking the order we noticed a delivery time of more than twice that! Melissa tried really hard to correct the situation by creating a new order with promise delivery date of October. 1st. Once we tracked that order, it shows a delivery date of October. 9-16... I guess well just sit and wait. By the way, this same item, right now shows on the web-site 2-4 weeks delivery time... Not to mention that our inbox is bombarded by West elm in unbelievable rate. No more West Elm. They should all go to school at Crate and Barrel and learn how to provide utmost honest & reliable customer care.

This place is very pricey, but they have some nice things inside. We have picked up a few of the cheaper items while we wish we could afford some of the nicer stuff. Their little trinkets and decorations are the really cool things though. Make sure to spend time looking in each vignette for what decorations they may have in there. Those items can be very affordable!

We walked in knowing what we wanted to buy and the employees were helpful and friendly. When the delivery arrived it was exactly what we ordered and the condition expected. Delivery took about 2 weeks. I love it!

I have been here twice and have made a hefty purchase. It is very difficult to get someone to help you here. The sales associates do not make eye contact, do not ask you if you need help, and every time I had a question I had to go up to the front desk and wait. While I was talking to the sales associate he kept looking around and behaving in a frustrated manner as if he had something more important to do. For the money I spent I do not recommend buying furniture here. If I find something else suitable, I will be canceling my order.

Good but nothing special. I find their online store because it offers thousands of products and easier to narrow down what you are specifically looking for.

The stores customer to staff ratio is severely lacking. Takes a long time to get help when youre here. Often I just go to look at the piece I want then go home and order online because its just faster that way. But when you can actually get help they are very friendly and helpful. And West Elm has my favorite furniture of all time. If you go to Crate & Barrel on a super busy day at a super busy time, you still get tons of people asking if you need help, so I prefer to go to that store over this one, but West Elms design usually wins out

I love that theres always a large clearance section and its usually an additional 15-20% off. Sometimes it seems like the entire store is for sale. You can always get 15% off regular prices, either by being a student, mentioning that youre working with an interior designer, or just smiling really sweetly and asking if the regular price is the best they can do.

I was interested in purchasing the Mid-Century Small Secretary Desk... Every store on the west coast I called was sold out, except for a West Elm in Emeryville, California and they just happened to have one left, in a box. Because their store has a new policy of not accepting credit card numbers over the phone, they could not ship directly to me. They did tell me that I could contact the store management here in NW Portland and ask if theyd be willing to have the desk shipped to them, so I did and they were more than happy to set up my request. Jessica was the one that handled everything! She told me it would take a week to reach her store and let me l tell you, she was right on! It was actually here one day early! Thank you, Jessica, for making this happen. I LOVE my new desk and would not have it, now, if it werent for you!!! Superb service at my local West Elm store!!!!Jill McAllister

Modern furniture with classic vibes, the store and staff are welcoming and inviting. I enjoy browsing the shelves as well as the local vendors they invite to store on weekends!

Its a great store got some great mid-century ideas. I cant say too much about the prices because I am visiting and I have a West Elm outlet back home. But I know the retail stores will sell floor models from time to time and they are usually great deals on great furniture.

Fantastic modern selections here! The showroom floor is very stylish and easy to navigate. Staff ignores you but are very helpful when approached.

Furnishings and fashion for the modern home. Always fun to pop in and check out the seasonal merchandise. It is one of the boutique brand stores of Williams-Sonoma, along with Rejuvenation and Pottery Barn.

I would agree with many of the other reviews that cite bad customer service and rip-off delivery prices. Why cant they make local pick -up available for small to medium items? I wanted to order two small bar stools and the total price was $278 but shipping would be $149 - more than 50% of my order. No thanks!

Similar experience as others. The products are decent, but the customer service is horrible, made us hate the entire experience.Ordered a sofa mid July, one month later... no sofa. No contact at all in between and when we called the service agent made it sound like she was doing us a favor to look up where our sofa was. The first agent that answered was unable to find our soda, and said that she would call back. She never did and we had to call again. Actually had to call back 3 times before someone was able to tell us that our sofa had gotten lost, and that we would be contacted a week later for delivery. Again we were never called back, and we had to contact west elm again before delivery was scheduled.In the meantime, the sofa we had ordered went on sale, with a no shipping cost promotion as well. We asked for the same discount since the price was higher when we bought the sofa and we hadnt received the sofa at this point. Was denied the discount, but the service agent offered to refund us the shipping cost of the sofa to the original form of payment. We accepted... and 2 weeks later got a gift card in the mail for the refunding shipping instead of a refund to the original payment. Totally unacceptable, and now we have to call again to hopefully correct this.Overall terrible experience. Dont waste your time and money with west elm.

Love their stuff but wont shop here again. In store sales people were great. But, shipping was a disaster (delivery driver hung up on me, delivery people didnt want to set up the bed because of missing hardware, first time came early to our home and left prior to the delivery window - refused to come back, had to reschedule etc.). Follow up shipping refund that was promised by the manager took 2 weeks to get processed (and 3 phone calls). Terrible way to treat customers. There are too many other places that have great service and delivery. Go there.

This company has many items that are exactly what I am looking for in my new space but I cannot support a company with such terrible policies. Their Portland store is a showroom so they wont sell floor models. Nearly every item Ive gone to buy isnt available forcing one to order online. They require you pay shipping even if you ask to have it shipped to the store. They wont give notice of when items are restocked. Theyre shipping promo doesnt work on furniture. And they wont take unused shipped furniture back if it doesnt work in your space. I want to buy from here but cannot support such bad business practices. I hate to review the staff as bad but many of them act like they just cant be bothered. Not all, but the majority. Unfortunately I am walking away from a few items that I very much want but just cant. I just cant.Found a really great comparable Profile media console at DANIA which is the HEROY MEDIA STAND. I admittedly paid a bit more than going through with profile console but the heroy has better dimensions, seems better quality, and is a true black powder coat.Dania worked with me on price, Ill have the item in-store within 3 days and they allow for 2 weeks return on furniture that can be resold to support customer satisfaction.Dont bother with West Elm. They are trying to create hype on poorly made products under the guise of sustainable preying on the kind hearts of Portlanders.

Great, helpful staff. Theres a beautiful selection of stuff here. The popular items tend to sell out all over including on the internet.

I love this store. There are usually good deals on the sale racks but the decor and furniture are great if you like modern style furniture.

Attractive furniture, horrible delivery follow through.Although I appreciate fair trade products and organic fabrics, waiting 6 months for back-ordered bedding is unacceptable.Does anyone at their corporate level pay attention to customer service?

If I could give a 0 I would. This review is less about the Portlans store specifically but the company. I went into the Portland store to try out the classic cafe dining chairs. Since Im moving I decided to have them sent to my new location (which is in a different state), which online under shipping information they say they can delay shipping but youd have to purchase on the phone. I call on the phone and spend 30 minutes. First thing I asked is if they can delay shipment to after June 6th and unequivocally they said yes. After 30 minutes I thought I was set up. Then I get an email next day saying they are being shipped immediately!!! Not anywhere near my new location I was panicked. I called back and spent an additional 40 -50 MINUTES where they said Id have to call UPS and they are sorry but nothing they could do. The person on the phone was sympathetic and had to talk to 2 supervisors to get them to help. Finally one said she called UPS and was able to intervene on the shipment and that Id get a new tracking number June 3rd for the items to be sent after June 6th. They didnt offer any compensation just briefly mentioned $20...which didnt even happen.Thinking it was resolved, I get ANOTHER email saying the items are already delivered to the new place! Now I have to call back and find out perhaps hire or find someone out of state to move them out of the driveway. The time, money and stress is ridiculous!!! Ive never experienced such poor customer service. When I purchased furniture from Dania it was soo easy....all I did was leaving a note when checking out online to delay shipment to a later date and they coordinated with me over email!! If the chairs arrive and are just sitting in the driveway right now I will seek legal consultation because it is incredible to me how much time Im wasting over chairs. Do not shop here or at least online....they show little respect for their customers.

Nice stuff. Kinda pricey. Staff is helpful but often busy.

Maybe the worst customer service Ive ever experienced. Still waiting for a delivery after 6 phone calls over 4 days... 20+ minutes on hold twice... disconnected after hold both times. Runarounds with absolutely no resolution. Dispite arranging for and agreeing to separate delivery dates for separate items, they are apparently now holding the first item hostage until the second (special order) comes in in December. Apparently they dont care if an elderly cancer patient has to sleep on a mattress on the floor.

This is worst service I ever had in high end store. Paid $3600 for bunch of large and small items, took home less than half and still waiting for rest. Called store this morning, they took my number and said they will call back, after 5pm I called again was on hold or a while and assistant manager promised to find out where my items are.

Dont bother, if you can order online go ahead and do that. Physical location and service are just inconvenient, low inventory.

I usually find something I love here but it is pretty pricey. On more than one occasion, I have heard the staff complain about customers, hours and their work. Not to me, but loudly around me. Perhaps they are not very kind to staff.

I visited the store at 10:00am last Tuesday, a snow day in Portland. I was the only customer in the store. There were at least 5 sales people talking amongst themselves, while I walked around the store, seemingly invisible. I eventually stood at the register,, juggling items in my arms, while a sales person was writing in some type of log. She would not even look up at me until I asked if she could ring me up. And then treated me as a huge inconvenience.This experience is consistent with other recent visits to this store. If it were not for their low priced furniture ( we are furnishing an air bnb and don’t want to break the bank) I would have given up on this store ages ago.

I have a love/hate relationship with West Elm. I love the look of so many items but hate the fact that I can never get any help in the store. Its like pulling teeth to get an employee to even look at you. I recently went and had four different employees completely ignore me at the register. Hello?? I want to buy stuff, please help me! Why do have to beg to get help? Kelsey was the nicest one there. Ive been in the store several times and its always the same- snotty employees who think theyre cooler than anyone else. Apparently being in their presence should be enough. Smh.

West elm is part of Williams Sonoma and their delivery system is slow and one arm doesnt know what the other is doing. Some of the products are very nice but if you want to return something youre on the hook for expensive shipping, even if you havent taken delivery. The store is really more of a showroom to order on line, then deal with the onerous and slow shipping situation.Shop somewhere else if you can.

Great style. Took forever to get service. Its a smaller store so they can only carry so much in stock .

I ordered a couch on august 5 - was supposed to be delivered in 12 weeks. They kept moving the date back-- several times--latest estimate is now December 25 at the earliest. REALLY?!! Meantime the couch as gone on sale-- which doesnt apply to existing orders. Cancled it and wont deal with WE again

Its crazy to me how businesses still thrive with horrible customer service. I love their furniture design but working with the team on any changes or issues is a nightmare.

Products - awesome. Customer service - mediocre to lame, however, the national line redeemed itself after a delivery experience I will detail below.We ordered a headboard in the store. The person we worked with was fine, but in general we found that all of the store employees seem to have chips on their shoulders, slightly arrogant? Anyways, I can shrug that off, they dont need to be my BFF.I was told that when the headboard was delivered, the delivery service would bring it into my home and set it up for me, but upon delivery, the guy told me he only sets up full bed frames, if you order just a headboard then you have to put it together yourself. So I was misinformed by the store, but really, this is a stupid policy -- as if I am being penalized for not ordering the whole frame... really it is to protect the delivery service in the event the board doesnt work with the existing frame. Regardless, thats shady. I recognize this is the policy of the delivery company, not West Elm, but they should know the extent to which their vendors will go as they reflect the last step in my experience of purchasing this product from the store. [The side story is that I made him check that the headboard would work with our frame and as he started to show me how to put it together, he stopped, asked me if I had a husband, and reasoned he can put it together for me. FUMES came out of my ears - not the point, and you can bet he left without a tip.]I was pleasantly surprised when I contacted the 888 customer service line. The woman immediately took back the shipping and delivery service charges, as well as gave me 15% off the headboard for my trouble. Now thats customer service redeemed. The moral is West Elm should find a new delivery service. At least they came within the stated two-hour timeframe.

Great spot to pick up some simple chic decorations and furniture. The staff was friendly and there was a good variety of styles.

Came down from Canada to tour Portland and stopped by west elm to see if they had the napkins my mom has been looking for, for ages. They didnt have the total amount I needed so Jaelin took the time to look up other stores so I could get the product I wanted on the way home in Bellevue. He also took the time to plan out a whole itinerary for our time here in portland from food, drinks sights and markets/local shopping to even offering for us to stop by for other tips as hed be working during our time here. Great customer service ! Thanks so much Jaelin !

I love the look of everything from West Elm but the quality is sub-par for the price. I am scared to buy items online with out seeing them first but, can not stand going into the store. The employees are rude and will walk past you with out a hello or even a smile, let alone a offer to help. I even had to fight for postition to see some sheets when a employee would not move out of my way. Theres no reason to be so snotty, your just working retail.

I love shopping here, Its so addicting. I just wish it was bigger

I too have a love/hate with West Elm. Love the product, but I am really sick of the people who work at the Pearl District store. I occasionally get a nice person (usually an older person), but as a rule they are unhelpful and condescending, especially the men.

I went in to touch and test out the Leesa mattress (I found it underwhelming). They have the display in the back of the store. I wandered in, found the display, layed down and talked with my partner, read the materials there, and walked out. I never saw an associate, let alone was offered any help in answering my questions. Made my decision pretty easy!

Very small store, not a single lounge/chaise on display. Compared to a regular furniture store like Dania Furniture, its about 1/20th the size. Didn’t find anything we liked the two times we visited this store.

Nice style. ok prices. not enough employees to help out.

I bought couple of Tibetan lamb fur on their website, price not bad. Arrived quickly but something didnt seem right, called their customer service only was told the fur is faux fur. Their website did not say it was faux fur. So misleading...

For the most part, the furniture here is lower quality (just a notch above Ikea, considerably lower than C&B), but if you are choosy you can find some decent values, and often it will be in stock. They have an ever-rotating selection of pretty throw pillows, and a suprisingly large selection of side tables. Some of the staff can be pretty annoying, but Michael is great, so just ask for him to fend off the vultures.

WEST ELM DOES NOT HAVE A PRICE MATCH POLICY!!! BEWARE. THEY PROMISED ME A MERCHANDISE CARD AS A 1 TIME EXCEPTION, DIDNT SEND IT AND THEN DIDNT SEND IT OUT!!! THIS IS THEIR RESPONSE--TOTALLY MESSED UP. 1 THEY DONT HAVE A PRICE MATCH POLICY, 2 THEY TOLD ME THEY WOULD SEND ME A MERCHANDISE CARD AS A 1 TIME EXCEPTION, 3 THEY DIDNT SEND AND THEY DIDNT TELL ME UNTIL I EMAILED TO INQUIRE ABOUT THIS. DONT DO BUSINESS WITH THESE GUYS!I want to thank you for taking the time out to send the email below. I hope youre having a wonderful evening. I would like to apologize for the delay of this response. We are currently experiencing a high volume of phone calls and emails. Please know that we are dedicated to responding to emails and calls in the order in which they were received. Your patience is sincerely appreciated.I have reviewed your order in its entirety. After reviewing, I unfortunately see that the merchandise card was deleted by our Releasing Department. Occasionally, our website and retail stores may not offer the same merchandise at the same price. Items on sale through our website and retail stores may be offered at different promotional price points, and this decision is a direct relation between inventory levels and customer buying trends. I sincerely apologize for any inconvenience.Thank you again, and please feel free to contact us with any other questions.Warm regards,Rekeisha C.Customer Servicewest elm

Nice things for the home, good sale prices

Is this high-end Ikea or low-end real furniture? I cant tell for the life of me. We bought a table--looks ok, assembly was a real pain.

Wow. West Elm knocked it out of the park! And its a brand new, 2 week old store! In the coolest part of Portland, Maine! How could this be anything but great?! IT. WAS. GREAT. READ ON, FRIEND....1. West Elm, Portland has OUTSTANDING CUSTOMER SERVICE: I did NOT experience what other reviewersdid: this was really good.2. Ample and helpful staff (Sunday morning, very busy Portland tourist time).I immediately found a very professional, knowledgeable, and patient (!) design and sales person, NIKA.3. DESIGN PROFESSIONALS My needs were specific- must buy sofa today-but Nika expertly guided methrough options, sizes, materials and other options I hadnt considered, such as How will it handle doghair? Is it sleep-able?, Is the color too flat or will it have dimension? She told me that pet hair waseasily vacuum-able and two fit well. We agreed that the HENRY 86 with Worn Velvet, Light Taupe wouldmatch my dimensions, yellow Labrador retriever and lifestyle.-Nika was a delight. Personable and commanded respect and rapport immediately. Ask for her if you goin, please. Really nice.4. Store and staff (Nika, included) supported the WHOLE PORTLAND EXPERIENCE and ETHOS. Im fromPortland but live away now. The store and Nika engendered the UNDERSTATED and SIMPLE CHIC of bothWest Elm and Portland, in a way that promoted both sales and the user experience.5. This was NO-PRESSURE, FUN, INFORMATIVE and PRODUCTIVE.6. PRICE and QUALITY: Really good balance. I needed a solid couch...and dining table and accessories! Iwanted to balance that with economy without an assemble yourself and particle board level. weregrown ups, for goodness sake. And I have a Labrador who is sometimes wet and usually shedding. Sothis was A PERFECT BALANCE.****************************************************************************************************UPSHOT: Fun, Cool, Good value, professionals who help in actual helpful ways... and you move forward in your furniture and home furnishings hunt.************************************************************************************************************** Welcome to PORTLAND, MAINE, West ELM!!!