While walking along a sidewalk in Carytown this afternoon, I passed West Elm and was immediately drawn to back up and walk inside. This store is very inviting and offers a variety of home decor. Do many local interior designers come here to get ideas and make purchases for their clients? I wonder where the furniture is made. A lot of what I saw appears to be eco friendly. My hope is at least some of the furniture is Made in the USA!

Its a nice furniture store with no pressure. We had no sales people approach us at all when we were there. We were shopping for mattresses and although they look really nice, having fully made up/staged beds is not helpful for that. We specifically went there for Leesa hybrid and luckily, that was the one they left uncovered, so we could quickly find out we were underwhelmed by it. The store personnel seemed very low key and pleasant.

Nice store, nice products but the customer service at this store has been poor on multiple occasions. My wife and I walked in today and it was like we were ghosts, nobody helped us and in fact the employees seemed to consciously ignore us. We’ll shop online if we shop with West Elm from now on.

Very helpful and knowledgeable staff. Impressed. Beautiful store

Review submitted by Lisa Adams. I love West Elm. I couldnt understand why they left Short Pump years ago but am so happy they are back in Richmond. They have very stylish furniture (not too trendy, not traditional...just right), accessories like pillows, planters and candles, and gift ideas. The store is well thought out and bright. They have some things in-store that are featured in the catalog, which is great because you can get a better idea of size/scale. However, the guy in the chair, in our picture, is not for sale. :) The only downside of the store is the parking. If you go on a weekend, prepare to walk a bit as parking is not always found right near the store. The parking is the only reason I gave this review 4 stars. Everything else is fantastic.

Came in to purchase a leather sofa. Quality was not there. The sofas are really hard, not constructed well. The sales clerk Chris seemed to be annoyed with answering questions and I felt like an imposition to him. Went to higher end store bought a more expensive sofa that I will have to wait for but the sales guy was so wonderful it was more than worth it.

Great shopping experience with very friendly service.

Colin has fantastic taste and did a great job picking out a gift for me

Very nice things and extremely helpful staff. Worth a visit.

Incredibly helpful staff. Nice items, prices seem okay, but what stood out was the salesperson. She pointed out that shes not on commission and we can ask as many questions as we like.

The furniture ordered in June 2021 has not arrived, the tracker shows that it was ordered, but nothing more. Customer service is a cut and paste response .. just poor customer service overall.

Chris was exceptionally helpful. Told me hed get an update for me by the following day. Sure enough, he called and made sure my Dekalb couch would be delivered as originally promised (and the reason we bought it instead of a custom made item.) Thank you to Chris. 5 stars, but from experience, no one reads 5 or 1 star postings. It should go nicely with our Slope chairs etc etc. Thanks, Jackie

Disappointed. I ordered the Silhouette Pedestal Round Dining Table - White Marble/Antique Brass on June 08, 2020. The estimated arrival was already incredibly late, August 20th to Sept 3rd. It arrived on Sept 8th, 3 whole months after the order. This is already something to be aware of, the times of delivery with them can be very long. Today, Sept 8th, I received the table and guess what? The marble top is cracked. As you can imagine after waiting 3 months for this table, Im not happy. The delivery company told me it could take 1 to 2 weeks to receive the replacement. A few hours later I received an email from West Elm saying it will take more than 2 months to receive the replacement. We are talking half of a year to get an item, IF THIS TIME it wont be cracked again or who knows if Im ever gonna have this table. Times are too long and I cant recommend their service.

The store and staff are great, but they are let down by a poor supply chain and IT solution for tracking the order post sale. My family of 4 has been sitting on beach chairs in our new house for 2 weeks now and no one can tell us why our shipment is delayed. Their online tracking system shows material (1 sofa and 2 chairs) has been in transit for 3 weeks to the distribution center. When I call, they tell me one chair has arrived and the sofa, but both chairs shipped at the same time. Customer service is telling me sometimes only one item might not get scanned, but no one seems able to find out where the other chair is. We purchased the material due to items being in stock, one month later and there is no further clarity on when we will receive our order. Customer service is not helpful and a waste of time.

Wow.My wife, mother in-law, and myself just walked into this store to look at lighting fixtures for our kitchen...and potentially ANYTHING else we wanted for our house. There was another couple shopping, and about 5 employees. We were in the store a good 15 minutes before being acknowledged by an employee, a man with grayish white hair, who looked to be in his late 40’s/ early 50’s. Here’s why he acknowledged us, we asked him a question! And this was right before two other employees walked right past my wife and I without saying a word. The whole time we were in this store we felt like we were being judged. Probably because we were wearing shorts and jeans and whatever else might make you think we couldn’t afford anything in your store. The thing is, we’ve spent thousands of dollars at west elm. Almost all of the furniture we own is from west elm. And today, we could very well have bought more than just a light fixture. For example: there was a blue couch that I was thinking about for the first floor.I’ve never written a negative review before, but today it is necessary.To the employees at the West Elm in Carey town, please know that because you judged us today, you blew a sale potentially worth a few thousand dollars. Nice job

Had a delightful experience at West Elm! Staff is incredibly friendly, helpful, low pressure, and patient. I worked with Caitlin to purchase a dining room table and chairs - she was great! She answered all of my questions, and she and her colleagues went above and beyond in tracking down one of the pieces I ultimately bought, which was definitely appreciated. All in all, give them a try!

My experience with West Elm was very enjoyable. An appointment was suggested from the on line consultant and I am so happy I made one. Thanks to Quinton and Ansley for your assistance!

Beautiful furniture, I love this place!

Gena was fabulous! Helped us pick some beautiful items for our new home. Even offered in home design help.

Wonderful selection of what you can get on their web site.. Its nice to be able to sit in the furniture....

The one young lady working was very polite but the other two older gentlemen employees did not speak a word to me and my mother they showed no type of customer service. Will be spending my money elsewhere.

Very nice staff and very well laid out store

Attractively arranged displays of furniture and furnishings. Helpful, low-pressure staff.

Went with a friend to evaluate a bed/mattress. Sales person helpful but pricing was a tad confusing with sale prices etc. Overall a good experience.

Awesome place! Expensive but true quality.

Cute furniture and helpful staff

Great customer service.

Nice store and Gena was excellent

Cant wait to move