west elm

This review is about the company and their customer service, not about this location. The customer service is probably the worst I have encountered to date. We ordered a loft bed. Initial delivery date was postponed by the company for a few weeks. When it was finally delivered and installed, the crew left numerous deep scratches on the pillars. I reached out to the customer service via email. At night, we realized that they did not install the ladder properly; there are several missing screws. As such, the ladder is swinging back and forth, and it’s not safe for a child to climb on. I reached out again to the customer service. Today is day 14 from the installation, and the issue has not been resolved. Every time I reach out, I encounter a different customer service representative, and they provide conflicting information. I cannot get a supervisor on the phone. I have spent so much time on the phone and email to resolve an issue that was caused by their team due to lack of attention and proper installation. All I have heard is that they are “sorry for the inconvenience” and that they “take the safety of our children very seriously.” Yet, at day 14, we still have not received the missing screws to stabilize the ladder, and no one has addressed the scratches. I guess, this is their way of wearing down the customers; so, we give up and never call again.

Purchased very expensive couch in May. Not to be delivered until August (*update, it is now November 21 and still no couch. They seem to have lost it after not being able to deliver 3 times due to missing pieces or manufacturing defects in one of the pieces). The person selling us the couch told us they would not charge us until within a couple of weeks of delivery. This was a blatant lie (fraud). They charged us immediately. I spoke to corporate several times and they were unable to resolve this stating that they had to pay the manufacturer they were importing it from. This is very different than their marketing materials showing American workers hand making furniture. The store lied to make a sale when we were on the fence about waiting that long for delivery. This place is an overpriced front for illegal business practices with zero customer service trying to pretend it’s positioned to sell high quality furniture to high paying customers.

Quiet, easy in and out. Didn't buy anything but thats because we need to do some measuring. Found an amazing chair though, and I'm an expert at amazing chairs. Nice, bright, open store in a good location. Will go back soon.

Horrible experience with this brand. I will think twice before ordering anything again.
Bought a couch in March 2024. 3 weeks later, order got cancelled because item is no longer available - 3 weeks to figure that out.
Order was replaced 3 weeks later with more delays in delivery despite a promise that it will be delivered 2 weeks prior to window as a priority order.
Finally, got a phone call that order is ready to be delivered. On day of delivery, we find out it is only half a couch that we get. There is no clear answer from customer service why the other half was delivered to another completely different state, and no estimation of new delivery.
For 3 months, I have spent most of my days with west elm customer service. Absolutely unacceptable for such a simple request from a furniture store. I have had to literally hold their hand every step of the way.
If product is available in store, go for it. If not, absolutely do not recommend.

Awesome staff. Awesome selection. Nice to be able to see the inventory in person vs online or a catalog. Also - can return online purchases here