Have ordered multiple things over the course of year. Done the pickup and white glove delivery. I have found everyone we have dealt with to be great. Service was great and quality of products were good too. No complaints here.

After reading several reviews reporting awful customer service at the West Elm City Creek location, I decided to risk it and went in. I got excellent customer service. A friendly employee spent a lot of time with me, answered all my questions, and gave me recommendations about which fabric would be best for a couch, considering that I have pet cats. I havent purchased the couch yet, so I cant speak to delivery times or quality--I just wanted to report on the quality of customer service. I am very happy with my experience!Edit: I have now had the Harmony Sofa in distressed velvet for several months. It is beautiful and comfortable. I love it!

The service in the stores is amazing and the people are very friendly, which is why it gets 2 stars instead of 1. However, customer service over the phone is a joke. I got locked out of my online account and tried to reset my password. However, I get an error message that because my account is locked out, I cannot reset my password. What?? That doesnt make any sense! I called customer service and the lady said maybe something is wrong with their site. She put me on hold for 3 minutes and then hung up. I called back and spoke with a guy who told asked for my phone number and looked up my account. He said my account was locked out and he could walk me through resetting my password. However, the same thing happened. I cannot reset my password while my account is locked. I then asked if there was a lockout period and he said an hour. He shouldve told me that upfront. He only told me that after I asked. He said theres nothing he can do and Im locked out for an hour. Im spending close to $15K on my order and I cannot even log in to check on the status? Are you kidding me? West Elm needs to figure out how to let their customers reset their passwords immediately.

The furniture is nice even if it is pretty pricey. The reason for this bad review is about their delivery company. The delivery company that they work through is an absolute joke. Both my fiancé and myself have called multiple times to change the address. When I finally got a hold of the delivery company they told me that the store has to change the address. After calling the store they informed me that the delivery company should change the address and they told me that they called and the address had been changed. Once again, the delivery company called the day before the delivery asking for the address again! I of course gave them the address and assumed that the delivery would be happening the next day as planned. When the delivery day came they informed me that they did not receive the address and pushed the delivery back. Its getting to the point that if this happens again I will be cancelling my order.

West Elm is an absolute nightmare to work with. I ordered a dining table and bench from them in September. After many delays, the table was delivered to me damaged. I noticed the damage right away and the delivery people got me on the line with someone from West Elm to set up a replacement. After taking care of it, I waited and waited and waited for the replacement. By the time I called to check on it, that table was no longer available to order so I set up a return of the table. The refund was offered to me in the form of reimbursing the Commenity Bank CC & the remaining $1,600 to be sent by check. They picked up the table TWO MONTHS ago and after multiple phone calls, they still cannot give me a solid answer about where my refund is - a month ago I called and the representative told me the check had been issued and was just delayed in the mail, you know, because UPS is so backed up... West Elm took $1,600 dollars from me 6 months ago, never delivered a good quality item, and now cant seem to get a refund sent out to me. They do apologize for the inconvenience though. Would NEVER purchase another item from West Elm - average products, terrible customer service.

Every single staff member that I met/spoke with at this location made me love West Elm.I was having a hard time understanding the description of a lamp that I was considering buying online, so I called the store and spoke with a woman who said she could place the order for the lamp to ship to the store, then I could come into the store to see if the lamp would work for my space. If it did, then she said I could return it and buy it again since it was actually cheaper to purchase in the store than online.The lamp arrived much earlier than was estimated, so I went into the store to pick it up and worked with two sweet people at the front desk. The person working in the stock room was so patient with unboxing the whole lamp so that my partner and I could look at it to make sure it would work in our apartment. Once we decided it would work, the manager had no problem going through the process of returning it and rebuying it for the cheaper in-store price.I just got genuine warm vibes from everyone in the store, and every person I dealt with had a hand in making it an easy and efficient purchase.

This company as a whole is a nightmare, I tried to be patient with Covid affecting supply chains but this experience was ridiculous. I ordered off their website Jan 9th for an item that said it was in-stock right after I order Im told its back ordered to the end of the month, end of Jan comes Im told back ordered to end of Feb, end of Feb comes back ordered to mid March, mid March comes back ordered to the end of March. I reached out via their customer support email form and received no response. Finally had to call their customer support line which dropped connection twice and has a horrible automated system. I will never purchase from West Elm again.

Nice store in the city but wish it was accessible from inside the mall(?)

West Elm, the store, is one of my favorite places to be. But online their blog is one of my favorite places to visit as well. Mid-modern furniture and décor of all types, with only exceptional quality!

WORST STORE, Worst customer service ever. Recently we purchased a chair, pillows and blanket well over $1,200. Part of the order was on back order. That’s fine. When I made the purchase I signed up for the west elm card, in that sign up was promised $50 in rewards. I was told I would receive them in 30 days upon account opening. It’s been over two months I’ve made multiple calls to comenity bank, I was told west elm would issue the rewards. Upon calling west elm I’m told comenity bank would issue the rewards. I’ve spent 2 hours on the phone going in circles. Their customer service is clueless and keeps telling me rewards are issued in $15 increments based on your purchase. I told the reps multiple times this was a credit card sign up bonus and directed them to their own website to see what I’m talking about, and Im told they can’t resend the rewards, that they don’t have the capability. I don’t need the rewards resent to me, the problem is I never received them to begin with!! When I told customer service I just wanted to cancel my order they refused to cancel the item even though it wouldn’t be shipped until late April. This company is absolutely a JOKE. Their customer service is horrible and there’s too many communication issues. I recommend you purchase your furniture somewhere else. Also, most items I’ve attempted to purchase are on back order for FOUR months or longer. Absolutely terrible place to buy anything. You can’t cancel an item that’s on back order and won’t ship for THREE MORE MONTHS? Hmmm... SHADY!

Great experience in the store. Delivery estimate was provided for 20 days out from order. On estimated delivery day, I called customer service and they told me I would receive an update on my order in 10 days via email. They claimed that the vendor had not given them an update and they had no way of checking on my order. I am disappointed that West Elm would forge such a terrible partnership that they have zero control or visibility into their vendors and that despite the sale being on their paper they wont commit to an update until 10 days after the estimated delivery date on my order.After saying this was unacceptable I spent 25 minutes on hold while my customer service representative sat on an internal queue and they told me I had to sit on hold with them or no action would be taken. They would not get an update and call me back. After my 25 minute wait they told me I would get a call back in 3 days.If you like something West Elm is sending I would look to see if there is a way to go direct to vendor so there is some accountability in the process. Their process is terrible and they have no vendor management or dedication to delivery.

I ordered a couch online that was showing it was in stock and ready to ship. It has now been FIVE months, many phone calls and emails later and I still do not have my couch. West Elm refuses to cancel the order and refund me the money. They have lost a component of the couch, and have yet to locate or replace that item so that the delivery of the item can progress. This has been the most frustrating 4K I have ever spent. Please do your research before purchasing from this company. There are many reviews online with similar stories and missing product.

Disappointed. Wandered the store. Several sales people gathered in the design area talking about what food they wanted to order. No one ever approached me to ask if I had questions or could assist. Do better West Elm City Creek.

Great Customer Service.Im not sure where all the bad reviews are coming from. I had great customer service here.We ordered 2 Quick Ship couches just before Christmas, and decided in January that we wanted to change the fabric for something a little lighter.I called in to their customer service and within 12mins (including a brief 3-4min hold) we had a full refund.There customer service agent was quick, polite and very helpful, even during a cancellation (remember this was a Quick Ship order not all couches are returnable)We called back into the store and placed our new order with the different fabric.

Love the look of everything in the store, its a bit overpriced for the quality, imo.

I am disappointed in West Elm. Pre Covid I would go into the store often to make purchases. Recently, I placed an online order for pendant lights which did not look good when hung in my kitchen. The order was $102 and West Elm wants to keep $50 for shipping and handling of the return. This is not good business and I will not be supporting them again!

Nice furniture, and they help with room layout.

First, let me start by saying the customer service at the store was awesome. I was in the store on February 10 and ordered a new sofa for our new house. It was not a special order and the color was an in stock color. While the store experience was great, the delivery process has been an absolute nightmare. My original delivery window was March 26- April 9. I have been on the phone for no less than twenty hours with either customer service or the third party delivery company. It has been very difficult to track my item and it is now June 3rd and I still dont have a sofa. Having a third party delivery system is a nightmare for the customer because it falls on the customer to manage every aspect of the delivery process. I am hoping to get my money back for the sofa I have not received.

Went in to buy a table. Found a table we liked. Went to buy it and they charge a $100 shipping fee. So I ask if they can ship to their store which they say they couldnt with that table and even if they did it would be $30. Tried to find a different table that would work and said they could ship it to the store but it wouldn’t arrive for 3 months. Instead of trying to help me solve the problem and offer solutions like waiving the shipping or lowering the price they just said they couldn’t help me. Ended up finding the exact same table for a fraction at the price at a different store. I will not be shopping here again.

Ordered sofas from west elm at the beginning of February. It was considered custom because of the fabric I picked. They took 8 weeks to arrive but when they got here 3 out of the 4 cushions on one of the couches was the wrong fabric. I called customer service they suggested I order a whole new couch because the dyes can vary a little and they wanted to make sure the whole couch looked good for me. I said fine and they ordered me a new couch. It’s now the nearing the end of August and my couch just keeps getting more and more delayed. Customer service is not helpful and they can’t figure out what’s taking so long. This has been the most frustrating experience for me and I will NEVER purchase anything from west elm or their sister companies ever again. This is a nightmare. For what you pay for their items, you would think they would have better manufacturers who could tell the difference between two different fabrics and customer service reps who could actually get you information on your orders. They’re thieves who steal your money. DO NOT BUY FROM WEST ELM!

The customer service here is great! Ive always had a good experience with the staff and they are super helpful with any purchases or orders Ive done through them!

The concept of the customer paying for shipping to get it to their own store sort of baffles me. It’s rare for a furniture item to be in stock.Never buy something full-priced. There’s a sale every few months so the executives can see their quarterly numbers go up.Nice staff here tho.

West Elm in Salt Lake City is a great store. Each time we have purchased furniture they ensure we are satisfied. Our most recent order was the Classic Cafe Dining Chair. Upon receipt the four chairs were uneven and rocked back and forth. West Elm sent someone to our house to repair the chairs and make sure they were balanced correctly and stable. The issue was with the slider on the floor - not the chairs themselves - and the texture of our floor.The repair person even took the time to look at my other original 1950s walnut end tables and offered suggestions of how to repair some minor water damage.

Seth is amazing— super helpful and friendly. Knowledgeable staff!

We had a great experience purchasing furniture from West Elm. This is due to the wonderful help and service provided by Rubie! She was patient in working with us over a period of time to help us find pieces we loved. Also, she had great suggestions and style. If you shop at the City Creek location in Salt lake City, ask for her!

Every experience I have had with West Elm has been above and beyond. We have always had friendly, helpful customer service representatives and I have been extremely pleased with delivery service.For instance, I ordered a sofa and it was difficult for me to pick it up as I dont own a truck and my father-in-law, my go to truck man, was out of town. We explained this to our customer service representative and she said that she would reduce the price on the sofa - which had already had a significant reduction, with no repercussions - so that the delivery would be included in the price we paid.I would recommend this store to anyone looking for furniture.

Beautiful store!! I love shopping here. Its always clean and orderly. The staff are wonderful. I refurnished my house and the staff took the time to make sure I got everything I needed for my house. From bedding all the way to my rugs. I read the negative reviews and wondered if we all went to the same store? The prices are reasonable and the furniture is gorgeous! Thank you Heather, Liz, Megan, Julie and Tessa!!

Great customer service. They take time with their customers. I called into the store to order a table and the sales rep took a ton of time helping me out! I didnt feel rushed and he answered all of my questions. Whenever I ask for design advice they are more than willing to help. Beautiful store. Clean and orderly. Even the stock associates are great!

I never leave reviews but this is getting crazy. Ordered a couch which I was told would arrive in 6-8 weeks. Did not get the couch until after 3 months. When I called again it seemed like they had the couch ready but just hadnt bothered to call me. Good luck trying to talk to anyone. I am currently waiting on hold and have been on hold for over 45 minutes now because they charged me more than what they said they would. This is the third time I have tried to call and the third time I have had to wait >30 minutes to talk to someone. They dont care about you as a customer. Their furniture is beautiful but not worth the hassle. Go anywhere else and spend $4k on a couch and I promise you will get WAY better customer service. We were going to finish our living room with items from West Elm but will definitely be looking elsewhere. They suck. Do yourself a favor and shop anywhere else. IKEA has better customer service.

I want everything in this store however I can’t afford it. I did once by pillow case covers that were $50 each. Lol. Mid century modern is my jam but only in my dreams.

WORST CUSTOMER SERVICE. I’ve spent A LOT of money there in the last year and they can’t seem to help us figure out a solution for what THEY did WRONG. Never again will I spend my money there or recommend it to my friends and family. SO DISAPPOINTED.

Some cool furnishings. Some higher end items. I would say 1 step above Pier One. Service I cant speak to. We were greeted well, but no one offered help after the greeting, soooo, ok service. The store smelled nice. They offer an alternative to their higher priced competitor, Restoration Hardware, which is right across the street. I would place them on the lower end of the scale with RH first, followed closely by Z Gallery, then West Elm. Great for accessory items. Just info. Some may think West E is a local company. They were started in Brooklyn NY. They may still be a Williams and Sonoma Company. Peace and Love family.

When you buy a $3,000 sectional, you’d expect $3,000 quality and service. After we were told that the material we got wouldn’t ball up, ours did just that after 4 months of normal use. When we contacted the store about it, they basically said “tough luck” and that it was normal wear and tear.

Ive bought the majority of my decorations and furniture in my home from this store, Im constantly dealing with their staff. Let me just say that their customer service has been outstanding each time. Even when one of my orders got pushed back on back order 3 months, they handled it the best way they could. I was extremely impressed with Ruby who called me to tell me about the unfortunate news, later on that month I also received a hand written card in the mail from her. She filled it out completely, apologizing for the situation and expressing her gratitude for our understanding. Gestures like this lay the foundation for a successful business.

Maybe is just because I love mid century modern furniture and local artists but west elm has got it all goin on.

I have purchased from West Elm before and have positive experiences with their ceiling lights. However, I recently purchased a desk and had to refuse it twice since both times there was faulty hardware and they arrived broken (they have the delivery service put it together, which would be nice if they items could in fact be put together). Pretty disappointed that an expensive desk was faulty not once but twice. Each time taking 2 weeks to be delivered only to refuse delivery because the item was faulty. The first time the screws were stripped and the wall unit desk was wiggly. The second time a door on the desk literally fell off when I opened it (luckily the delivery service was still there). They tried to fix it but with faulty hardware, the best they could do was to screw it on crooked to where the doors would not even shut. Um, no. Overpriced and broken. They seemed annoyed when I refused it (seriously?!?!?!). I would recommend looking elsewhere for something similar before purchasing furniture from West Elm. Im currently on the phone with customers service trying to cancel my order and have been waiting 1 hr and 16 minutes and have been transferred 3 times with no help. Soooooooo much time wasted. I am extremely disappointed in their services.

Heres the thing. I LOVE West Elm. I love their style, their prices are pretty decent, and the people working at this location are super nice and helpful. But when you order something big that they have to use their white glove delivery service or whatever that adds $230 to your purchase, youd expect it to come in a timely manner. Im not even trying to buy custom furniture. This is stuff they supposedly have in stock. One dresser we ended up waiting something like 6 months to get. Really thats my only problem with West Elm, so if you dont mind waiting, theyre great!

Love this store! Its a bit small but has a lot of items. The people that work there are super nice and helpful.

West Elm makes decent quality items, but theyre over-priced for the experience. I ordered a bench in early May. The online status shows it as delivery scheduled, but no delivery has been scheduled. When I call customer support, no one knows where the bench is. Ive been told its being custom built, that its in transit, on back order, etc. I am now being told it wont arrive until September. Thats a long time to make a custom bench that is in no way custom (I didnt design it... specifications were standard) that is shown as on sale now in every marketing email campaign sent my way. This is false and fraudulent advertising.

Their furniture is great. They almost always will give you a discount. The only draw back is delivery takes some time. If you plan ahead you will love it. If you want last minute stuff this isnt for you.

The whole Williams-Sonoma/West Elm corporation is the worst. Will be the last time we buy anything from them or any of their related companies. A week before our couch was going to be delivered, we get a call saying they had an issue with the skew and have to cancel the order, but they have a new skew so we can reorder (and delay shipping two months). No sincere apologies, no additional discount for their mistake. The last time I shop at any Williams-Sonoma companies. Do yourself a favor and shop elsewhere.

I was apprehensive calling West Elm after reading these reviews. I called and did a large order with Trey, and he was absolutely wonderful. Very knowledgeable, professional, and nice.

I have absolutely loved every experience Ive had at West Elm. Ive been shopping here a lot this past year putting our home together and I love how often they have big sales and discounted items. Im so grateful for the incredible customer service Ive had coming in and having help put decorations together and picking out bigger items. Both of our bigger items had a little bit of time until they shipped and we were always notified of any change.They both actually came in sooner than expected, Which was awesome!

We ordered a coffee table in May 2016. It took till December to get to us. They are very good at leading you on. Its a bummer they dont care about their customers.

Heather was so helpful, went above and beyond, I love West Elm and feel for what you get for the price is very fair, they always have sales so keep an eye on what you are wanting :)

Worst customer service experience. Weston said he was the manager, but did not help me in any way. Was super rude and just kept on raising his voice back at me. I called in customer service and they were able to help me out in 10 mins. What a waste of my time and the worst experience ever.

Well, I like West Elm. I have no idea why people who received damaged/incomplete items dont contest it on the charge card until West Elm makes it right. Its an easy way to resolve issues. You dont pay for it until the company fixes the problem.Ive really enjoyed the stuff Ive bought from them. I love the style, very modern. I havent had many issues at all.

BUYER BEWARE. I ordered 2 chairs online and they sent them to me in the wrong color. I tried to see if they could give me the chairs in the right color but they said they ran out of the chairs and oversold them so they sent me a different color, on purpose knowing that they did not have any in stock and now the item is discontinued. ON TOP OF THAT. The chairs are damaged and have rings on the leather seats and the wood arms are super grainy. They will not refund me but only give me in store credit. That is absolutely ridiculous. They have a lot of beautiful looking products but the costumer service is useless. BUYER BEWARE.EDIT: After emailing, the customer service looked into my case and is going to issue a full refund. I take back the 1 star and will give them a 4.

I LOVE the furniture but the customer service is embarrassing. I was working with the store manager asking about different colors of a couch and she said it didnt come in that color. I had to point that it did and show her. She as the store manager had very little knowledge about the products. I knew more than her!! It was uncomfortable. I bought a chair in August and it was supposed to be delivered within 1-3 weeks. I called a month later to see why I hadnt received it. They said it would come in December. I canceled my order. Love this style but the service is terrible.

We couldnt hang our gorgeous brass double rods because of missing hardware. Im the owner of the mid century console and pixel rug, both West Elm products, as well as their curtain rods and was apprehensive about their products primarily because of the bad reputation Ive heard they have for poor customer service. I called the SLC, UT store to find the missing hardware for our rods and worked with Heather and Ruby, who were both helpful, knowledgeable and outstandingly courteous. I showed up at the store today, and Heather came right out to the showroom with the hardware I needed. She was quick, thorough, and helpful. Additionally, as soon as I walked in, I was greeted by another employee who was inquisitive about my problem and got Heather on it right away. Heather and the rest of the SLC crew get five stars.

West Elm furniture looks nice but the quality is VERY POOR. The veneer on my dining room table and chairs started showing wear within 6 months. We havent been unduly hard on the furniture it is just cheap. Lesson learned, I will be buying solid wood furniture from some other outlet in the future.

Very helpful, they searched for the chandelier I wanted and found it. Love it in my house. Thank you so much

I bought new lighting online from West Elm on November 10th - after order was shipped the same lighting went on Sale for 25% off - Called customer service to see if they could courtesy price match since the sale was so close to the order date..... Sure enough NOPE - they said their policy is that they CANNOT do that. I would have to return the product and accrue additional cost on my end to return and ship back and waste time to be able to get the discount. TERRIBLE Customer Service!!! SAD

We bought a bed from west elm. In fell apart the second night we had it. It took them over a month to process the return. I was unable to reach a customer service person that could help or give any information. Every CS agent transfers you until you get to someone that can’t even look up your order. Horrible cuatomer service. Just don’t do it.

West elm has beautiful looking products, but the quality is nothing near what you should get for the price. We have had several issues with several different pieces of furniture including dressers chipping right when delivered and outdoor furniture completely falling apart after one year (was properly covered and cared for.) the customer service has been absolutely horrible to deal with. I sent several emails with photos of the issues and I never got a single response. I called and the women told me there was nothing they could do. I asked to speak to a manager and so she gave me an email address to send the photos and complaints to. Of course, I heard nothing back. Very disappointed!!

The ABSOLUTE worst customer service on this planet. Cannot believe this company sells anything. Purchased 4 barstools, they were on backorder for 5 weeks. The day before they were to be delivered they went on sale for $350 less. I called to get a refund or return and then repurchase at the discount. I waited for over 30 minutes, then when I received a customer service rep, they asked two questions and put me on hold AGAIN for 20 minutes. Still waiting to get this resolved. Customer Service should be easy and have kind informed reps.

Staff is very friendly and helpful. They always have a great selection and are willing to help you with anything you need. One of the better west elm stores that I have visited.

I went to the store today and the online prices did not match the store prices. When I asked the associate about it they had no idea what I was talking about and were very rude. I came in with a FULL list of items to buy willing to spend the money and left with nothing. The sales associates, were cold, rude, and ignored me. The most unprofessional store.

I ordered a table and 4 dining chairs in September. They were supposed to arrive Oct. 15th at the latest. Here I am, on November 14th, with no table and chairs. The employees at West Elm in Salt Lake have no idea where half of my order is. Customer service has been horrible, people say they will call me back and then never do, I have to call at the end of the day and re-explain my situation. I will not support this company any longer and will tell my friends not to support West Elm.

Great store. Creative furniture. Pretty expensive things.

Horrible experience! We went into their store to buy bedding. The lady at the front was suppose to help us check for a king size wedding. 30 minutes later we were still waiting with no help. We walked out and got far better assistance elsewhere. I would not recommend going here!

I like West Elm. I like their style. The store is a little small but was cool.

What a surprise to see that they have so much furniture in stock. Had a great time browsing and the staff was helpful and friendly.

Theyre the worst! They dont care about customer service. Stay away! Horrible management and staff. I spent an hour trying to get my items scheduled for delivery being transferred from one person to the next only to be sent to voicemail. Liz didnt even care or have any empathy about the struggle. I will never shop here again or online with West Elm or any Williams Sonoma brand. Theyre snotty and they dont care if youre upset by their ridiculous internal processes. Find another company like JoyBird or others online that actually seems to pride themselves on customer service and essentially sells the exact same product. Also, Liz the manager is rude and obnoxious.

DONT DO IT!! Save your time, energy and money and go elsewhere. Ordered the Haven Sectional 3 months ago as I prepare for the shipment, antsy I called a week before the expected delivery day and called a day before to make sure everything is going as planned. I am reassured and plus I get two emails giving me an arrival date soo I start planning how I would transport it to my home. Sofa day is finally here, my sofa is not here, apparently card was declined so they canceled the shipment. Without my knowledge!Placing 100% of the blame on myself and the credit card company. There were funds on that card, they checked 2 times, I guess the third check/charge looked fraudulent to my credit card company. I understand and appreciate if its true that Chase canceling ANOTHER charge to my card. Why wouldnt West Elm notify me the moment it happened? Why wouldnt West Elm tell me the days I called? No one there has an answer. All they tell me is that I’ll get it in a month! No “sorry’s”, no “my bad”, just one more month and in the future we will be better. Absolutely unacceptable. Not sure why Im allowing a company to place blame on me and not completing my order, making up lies, lacking communication skills, and taking so long for my order. This company is old enough to have an efficient system in place, figure out the basic business principles. If anyone knows about a place I could get a similar couch PLEASE let me know! I have wasted so much time trying to sort this out I recommend anybody considering buying from them to steer clear - life is too short

Overall a comedy of errors:1. I wanted a sofa in a certain non-standard material that was listed in some combinations, but not others. After talking to both employees in the store and calling, I was told that this was simply not possible. Okay, bummer. Eventually dug deeper into the site and found the build-your-own option where I was able to configure what I was looking for. Yay!2. Ordered the sofa, with a 6-8 week projected delivery time. Fine, its custom, I get it. Ends up taking over 3 months to deliver with no one able to provide a ballpark delivery date throughout the process. Frustrating, but whatever.3. Delivery scheduled, yay! Delivery truck breaks down that morning and has to be delayed to the next week. Booo.4. Delivery is here! Delivery people are great and get it set up but...its the wrong sofa. The arm is on the wrong side.Ongoing...now almost a week later and still waiting to hear back from West Elm as to when I can expect the right sofa to be delivered. Im sure it will be awesome in 2020.

One nightmare after another.....We bought the Drake sofa the end of October 2018. They assured us we would have it by Thanksgiving or the first week in December. Well Christmas was coming and we were having a houseful. The sofa showed it was in Salt Lake but the warehouse could not deliver it until after Christmas. We have a truck so I begged to let us pick up the sofa ourselves. After talking to several manager we were given special approval to pick up.We picked up the sofa on December 19, 2019. By mid January the fabric looked horrible! It is piling and sagging.On February 9, 2019 I called the City Creek store, since that is where we ordered it. I was given a customer care number to call. I called that number only to find out it is just for store associates. I called the store back and was given another number. It took about 45 minutes to file a report with a very nice customer service lady. She said I would receive an email with instructions on sending pictures in.On February 14, 2019 we still had not received the email so I called again. The report never got filed?? Really? Another 30-45 minutes and I filed a new report and immediately got the email.On February 16, 2019, I sent the pictures as instructed.On February 20, 2019 I had not heard anything so I resent the pictures as instructed.February 25, 2019 STILL had not heard anything. I called the direct line that was given to me on February 14, 2019. That line is for Pottery Barn shipping issues. NOT West Elm. Got transferred to West Elm. That was the wrong department. Amy said she would stay on the line to get me to the correct department. She just transferred me to The wrong area. That person.. Didnt get his name.. Transferred me to a rude woman in the Southern CA area. Also the wrong area but she assured me that she found my emails and sent them on to Northern CA which is the correct area. This ordeal was 36 minutes.. What a waste of time!!!Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.We explained what was happening. He was EXTREMELY nice and really wanted to help us. He told us he would contact corporate and find a solution. I left there feeling so much better.3/6/19 I get a call from the store manager that he is having Pauline Hill from corporate contact me. 3/6/19 Pauling calls me and tells me to send more pictures. 3/7/19 I send the pictures to Pauline. She confirms that she has received the pictures and that she will review and get back to me.3/11/19 I call Pauline for an update. No response. 3/14 /19 I call Pauline and ask for another update. No response.3/20/19 I email Pauline asking for a response. 3/23/19 I get a response from Pauline that West Elm does not cover piling of their fabric and that they would send me a complimentary fabric shaver. I feel so taken advantage of. What a waste of our hard earned money and time.This is a 3 month old couch that looks 10 years old!!! It looks so bad that we have it covered with blankets. I am blown away! I plan on sharing my horrible experience with everyone I know.The sad thing is we choose West Elm because we thought they had good reputation. Turns out they dont. After googling West Elm fabric I found that many others have had the same issues as I have. I guess I know why you don’t have reviews of your products online. So disappointing!

Nice furniture

I love the style and store. Great people working there. Some items are overpriced.

Great products (some fair trade and many not made in China) and generally great customer service, called about online items and the associate placed the order for me with a discount! Four stars only because a different associate when I was in the store the night before didnt offer to do this.

Customer service here is terrible.

My girlfriend ordered a bed from West Elm. First of all, its a good bed! It is going to look very nice IF we could ever get it! We took a trailer up to salt lake to pick it up. First of all, the pick up space is under city creek mall and almost impossible to get a tailor in that parking garage.THEN, they loaded up the bed and we barely made it out of there... Upon getting it home, we find that they gave us the wrong parts to the bed and that we have to drive all the way back up there to get the right one. So, thinking that maybe they could accommodate us because THEY gave us the wrong one, we called them to inform that we have the wrong pieces..When we called they didnt even apologize and just told us to notify them once we are coming up again, nor did they offer to maybe have it brought to us...Anyways, hopefully their furniture isnt anything like their customer service, cause if it is then we got screwed.

Never again. Royally botched an oder. I will never shop here again!

The store is cramped and the merchandise is way over priced for the quality offered. Whats even worse is the arrogant and less than helpful staff. Everytime I visited I was always made to feel as though the staff was doing me some great service in assisting me. Even the management is arrogant to the point of being rude. Ill never return. There are far too many other oppertunities to buy overpriced items.

It has been 2 year since we bought a sectional here. 2 of the sections were the wrong fabric! We contacted customer support and they are incredibly unhelpful. They take months to respond and never follow through with what they promise.

Nice furniture, just overpriced on some items you would find at other locations. If you like top quality and designer items it is worth a look.

They oversold the chairs we bought, instead of being honest and discussing the situation with us they instead decided to send us different chairs that are not what we ordered and ineligible for return or exchange. This place is a joke, do not waste your money here.

Ordered a couch on September 18th. The printed receipt said the couch would be finished Nov. 2 to the 16th. Those dates came and went without the online tracking system ever even being updated. I called a couple of times and no one could tell me the status on the couch or where it was. I was corresponding with the Salt Lake..and they all did they best they could given the crappy system they have to work with. The couch finally arrived in SLC on the 20th of December a month later than the initial promise window. Unfortunately for WE they contract out their delivery to a third party company(MXD). Useless. Worst delivery service on the planet. They kept robo calling me with delivery dates that were not acceptable and when I tried to call the delivery service to speak with a human being it hung up on me once, went to voicemail the second, and the third time they couldnt help me other than the dates presented earlier. They have lots of great people working for a really crappy company. I finally got a schedule date of January 13th. MXD calls me to tell me they cant make the delivery because they are a truck short as one broke down. Not really my problem. GET ME MY DAMN COUCH! I hope this couch has been worth the wait. I will never buy from them again. Too much hassle.

Ive ordered and picked up some small items from this store and had a good experience. Havent yet bought any large items or tried delivery. 4 stars instead of 5 because it is overpriced.

Way overpriced for really tacky decor. Shop here if you are boring and have money to set on fire.

Terrible company. Last time I shop there.

I bought two items #: 7034577 September 18th. I received them October 13th. One set of legs were the wrong legs for the item bought. Multiple calls, emails and facebook messages to West Elm and I have had zero success in resolving the issue. My current understanding is that maybe in December when they get more chairs in they will ship me a new one.So anyone looking to buy furniture from them....you can expect long back order times, probably get the wrong item, and then no one is able to resolve the issue. Their stuff may look pretty but not really worth the effort.

Avoid buying your furniture from west elm. We purchased a couple chairs and a sofa to furnish our home. We were charged for one of the chairs despite it not being delivered. After multiple hours on the phone, the service representative admitted the chair wasnt ever delivered and said we needed to speak with the warehouse to see of it was still there. After another hour on the phone with the warehouse the chair is still missing and people arent returning our calls. Our West Elm experience was terrible.

Awful experience. I purchased a chandelier and had it shipped to the Salt Lake store. When I picked it up, I assumed I had all the parts. Got all the way home and found they had only given me the shade/drum. They shipped the missing item and I received it a week later, then found I was missing the light bulbs that came with it. I called the store and they said they would ship them immediately. I still have not received the light bulbs. This was six weeks ago. I have called on three occasions and they keep apologizing and saying they will send them out, but I have not received them. My chandelier was also damaged during shipping and they said they would replace it. It has been six weeks, they told me they would call when they got another one in and I have not heard from them. The chandelier I received is marked with red tape on the damaged areas, so clearly it was damaged before they sent it to the store. I dont know what to do from this point on.

Moderately priced, modern, stylish furniture. Great staff.

Obsessed with everything in this store. Just wish I had all the money to spend on it

They have beautiful furniture pieces however the store associates are unprofessional and rude. Order online and skip the store. Youll thank me later.

Terrible customer service. Ordered something in the store and it was over a week later than they told me it would be in (total took about a month to come in) and then never called me when it finally did come in. I had to keep calling them to check the status and every time I called they were vey unhelpful and just sounded annoyed.

Fantastic like always

Horrible customer service at City Creek store, store manager is a joke!

Love the place!

Very clean, and friendly staff

Salt Like City amazes with its tranquility and cleanliness.