West Elm

They don’t have everything in stock that’s online but the staff is extremely helpful and will do what they can to get it for you.

This company sucks. I ordered a couch from them online and 3 days later received an email saying that the couch was sold out and that I would be refunded. Why did you allow me to order the couch if it was sold out, and why did it take 3 days to let me know?

Horrible experience! Bought several thousand dollars worth of furniture. The two sofa’s started falling apart after three months. Called West Elm in July and they sent out a furniture medic in September! Well, it has been 5 months and just got an answer yesterday saying the would only replace the foam. i ordered a charcoal color and the sofa’s are blue? Frame is making noise every time you sit (furniture medic agreed) fabric is NOT holding up well at all! When the larger sofa arrived it had a whole on one side. I agreed to take a $ 150 discount and they are now telling me by taking that discount it made it a final sale! I also purchased the hand looped rug which fell apart in 5 weeks. I returned that as well but could only get a credit where it was over 30 days? Overall quality is horrible and they wouldn’t do anything to replace the units. Love Crate and Barrel — more money but work the cost!
West Elm as an entire company — horrible!

Last year I went into the DUMBO store looking for a pullout sofa. The woman who «helped» me told me they didn’t have any on the floor because people who live in this area can afford large apartments with multiple bedrooms so they aren’t in the market for pullout sofas.
Last night, I went into the same store and told the woman who «helped» me that I was looking for the Stella brass bed. She said they didn’t have it on the floor and I asked if they might have it out in Chelsea. She said «I don’t know, you’d have to call Chelsea and ask them.» Now this was 6pm on a Friday night – NOT a busy time for them. There were possibly four other customers in the entire store. The proper response would have been «Let me call the Chelsea store and ask.» (I did call the Chelsea store, and the phone just rang and rang.)
WEST ELM – after my first poor experience, I bought a very nice American Leather sofa elsewhere. This time, I was looking at a DWR bed and one of yours. My experience last night made the decision for me. The snobbishness of your employees has cost you thousands from my pocket alone, and through this review and further word of mouth, I assure you it will cost you more. I see many reviewers have had the same experience. Maybe you should consider brushing up on your hiring process and training.

If I could give this place zero stars I would, I bought several items from this place. a coffee table a love seat a bench and other smaller items, in all I spent a pretty penny. And I don’t think I ever will again. I went to this place and purchased a love seat in person, I was told to come back the following wednesday at 12:30 to pick it up. I do with hired delivery people since I was moving that day it would have worked out perfectly, except my couch wasn’t there. The GM, Paul, was completely apologetic and offered me a 10% discount (which I never got) and free delivery… well about that free delivery. They offer to come on a Monday, at the time I didnt know all of the restrictions that my building had, I arrive from work past 5 and they only arrive deliveries between 9 and 4. So I agree to them showing up at 5, they show up deliver this couch and as they enter the apt they show up with this huge box. I make them open it and its a giant leather couch, I tell them thats wrong and they say they have to leave it. I am now stuck in a small space with a giant couch for a week because I am not able to accept the delivery during the week due to work. And they need to arrange everything for my building. Their customer service representative was awful not even apologetic of all of the trouble they had caused me. The GM pretty much lied as he never applied a discount. Also, never confirmed when they were delivering so I had to go to the store again in person since they were so shady, all they cared about was the fact that I didn’t keep that big couch which I should have given the way they treat their customers. So now on to the final instance of this horrible experience I have to pick up a coffee table. And when I go to get it, they try to just give me a top and say that that’s the table. Who does the hiring for these places!!! so I have to talk to the guy for a half hour to explain that the table comes with a bottom part, Seriously!!! I can’t even believe this place such a joke, never again

This is the worst place to be. It is dangerous. The stock guys also work as security for the store. They will approach you and accuse you of stealing. Then the sales associates who have no proof will surround you and threaten to call the police. This happened to me there, Sunday. I am black all the sales associates that surrounded me were white. The stock guys are all black. It is not safe here.
They do not have proper security and are very suspicious of people easily.

To echo many of the reviews already written, my review is for the West Elm company, NOT this particular store, but the ENTIRE company. The customer service is horrific. I ordered a bed in August and specifically ordered this bed because it was available within 3 weeks (I was sleeping on a mattress on the floor). The day my delivery was estimated for I had still not received a call to schedule delivery, so I called customer service to find out the status. It was at this point, not before, that they informed me that my bed was on back order for a month. I was upset that no one had contacted me and was told I would receive a merchandise credit gift card after the bed was delivered for their mistake. Fine.
In October, the week after they had quoted my arrival, I called again, having heard nothing. I spoke to 4 people and spent hours on the phone. I was told at this point that the bed was still on backorder, probably until January. I asked to cancel that order and choose another bed, one in stock. I agreed to pay an additional charge for the more expensive bed and was told it would arrive within a week. A week later the delivery was scheduled and I took an unpaid Friday off work to meet the truck. 15 minutes before my scheduled delivery they called to make sure I had the rails for the bed because they weren’t on the truck. I, of course, did not. I called and left messages for 2 employees who were managing my order, neither called me back. No one confirmed when delivery would happen. Monday, I spent 45 minutes on hold trying to see if I was going to get my bed. Delivery was scheduled and I received my bed in November.
Finally, a social media outreach employee discounted the bed so that I wasn’t paying anything additional for the much pricier bed. I felt better about everything but still didn’t want to shop at West Elm again. THEN, 2 weeks later I got a $ 300 gift card in the mail. I was elated and felt like they had gone above and beyond to regain my business. I drove to the store, across town, and spent an excited hour shopping & picking out bedding for my new bed. When I got to the register I was told that the card was deactivated. When I emailed the social media outreach employee she said that the card was a mistake and she tried to stop it before it went out, but didn’t get it in time. Then she said that the discount was my apology. Of course it was, and it would’ve been enough, I’m not greedy, but she easily could have emailed me to tell me that a voided gift card was in the mail and to disregard it to save me HOURS of driving to the store, picking out items, and then having to drive home LIVID that West Elm had f-​ed up, once again.
The bed itself is lovely. Truly a great bed. However, hardly worth the part time job hours I spent contacting and explaining myself to the truly incompetent customer service.
Get your customer service TOGETHER, Jim Brett (West Elm President).

You get what you pay for. Nice looking merchandise and I do like the textiles (pillows, rugs, etc.) but the furniture is sub par at best. Used to have a bed from here, wrong parts delivered, pain to get the replacement, all in a walk up. Blah blah blah.
But ok, what’s done is done. Today I went in to buy two pillow covers. Easy, right?. Go to check out and get SO. MUCH. ATTITUDE. Get over yourself. You’re not that hot. I asked if I could show my student ID (implying for a student discount) and the woman says: WHY? really? oh cause I just thought I’d show you where I go to school. Duh. Over it.
Pillows are pillows, crappy furniture is crappy furniture. Try to differentiate on service. Or don’t but risk losing a customer.

Associate #344 947 needs some training on how to treat people decently and with respect. I did not appreciate the unprovoked rude and condescending manner in which I was spoken to by this associate at your store while spending $ 200+. All of the other associates were friendly and helpful until I had to check out with this jerk who seemed to be on a power trip for no apparent reason. Please get over yourself… the color was moonstone.

West elm stole from me. Sold me a simple bed frame, no head board, for $ 500. It broke. Told me fore months and months they send me replacement parts. They did not ever. Then made me break down the whole bed frame, package it with out a box– not easy– and sent it back for a refund. Months later no refund and the aren’t returning my calls. They are thieves with terrible product and terrible customer service. I am banning all their sub companies — pottery barn, crate and barrel, william sonoma, bed bath and beyond.

Never ever order anything from west elm! I ordered a pillow case from their online store on the 4^th of July, it is now the end of October and I still haven’t received it. I made dozens of phone calls and was PROMISED every time that it was on its way. It is beyond outrageous. They are disorganized and totally inept. I will NEVER purchase anything from them again. I won’t even step foot in their door. And I will be sure to tell everyone I know about this fiasco.

Extremely extremely terrible.
I bought a bed here a year ago. It has broken multiple times in multiple places. They won’t repair it even though its been barely over a year.
Extremely poor workmanship and I am very disappointed with their service. I would never shop here again under any circumstances.

I just bought a sofa from this store and the experience was meh. The sofa itself is West Elm looking and West Elm quality for a West Elm price. So I can’t complain.
However, the local delivery service that they use is dismal. When I bought the sofa, the store rep told me that the delivery company would call me the day before the delivery to confirm a time. At about 4:00 p.m. the day before I’d requested delivery, having received no call, I got nervous and called them. They assured me that they would give me a call by 6:00 p.m. They didn’t. I called back. They again told me they would call me. They didn’t. I called. They were closed.
The next morning — a Saturday — I wake up at 9:00 a.m. and see that I have a missed call. Guess who? Sofa delivery, which had apparently come and gone from my building at 8:00 a.m. Hear that? 8:00 a.m. on a Saturday. I call back and the dispatcher tells me that my delivery window was between 7:00 a.m. and 10:00 a.m. and that I should have been home to receive the sofa. Huh? Who’s ever heard of a 7:00 a.m. delivery slot? That’s cray.
I tell them that I never received a call giving me a time slot. They basically say, true dat but too bad so sad. Then they tell me that I need to call West Elm and schedule (and pay for) another delivery. But West Elm ain’t open, cause it’s still only 9:00 in the morning. And I ain’t paying for another delivery, cause that’s not me. So we go back and forth for a half hour until I threaten to cancel the entire order. The dispatcher then says that she’ll call the driver to see if he can come back. Lo and behold, the driver calls and says that he’s still in the neighborhood and can be back at my place in 10 minutes, no problem. Meaning that the dispatcher singlehandedly tried to turn a small snafu into an enormous and insurmountable problem. Why was that necessary? Do they hire these people just based on their capacity to be intransigent, unhelpful assholes? Problem solve, don’t problem create, yo.
Anyway, now I have a new sofa. The actual guys who delivered it were cool and managed to get a doorway-​sized sofa through a doorway-​sized doorway. A tip well-​earned.

called in to the store to order a piece of furniture. don’t normally get great service in any retail place but dealt with someone named Dionysus and he was super awesome, funny and overall provided great service. THANK YOU!

My first experience with this West Elm was rough. I am moving and had plans of purchasing several things (including a sofa) so made an appointment to meet with a stylist to help me set up the items I was purchasing in my new apartment. I came from Manhattan (bc the Chelsea store would not return my phone call about setting this up) on my lunch break and was essentially stood up. The stylists earlier appt ran over and she referred me to another «stylist» aka a random person that worked in the store. Wasted an hour and a half of my time with no apologies from the original stylist.
BUT, I called the store manager after to express my frustrations and he apologized, set up a new appointment for me and greeted me when I came to the new appointment. The new stylist was great, super patient and full of ideas on how to decorate my studio. He spent nearly two hours helping me pick out pieces for my studio, really tried to tailor the apartment to feel comfortable for me and was super helpful. It took a lot of stress off of the otherwise daunting move experience and the service I was shown on the second go round was excellent (sometimes it doesn’t hurt to be the squeaky wheel).

I am a fan of West Elm. I find their style is my style. It is modern with clean lines with a splash of modern color. Sounds like a wine tasting lol…
West Elm is a tale of two sites. If you check their website, there are tons of available merchandise. Example; a simple sofa. I must of seen 50 plus sofas in different styles, sizes and color, but go to the store, you find 8. That’s it, 8. I find this to be a very limited selection. I realized you could not possibly have every make and model available on display, but a larger sampling would be nice.
What West Elm is good for, all the accessories you need in a home. Pillows, blankets, area rugs, lamps, etc. You know those things that make a home look welcoming.
I am still not comfortable buying furniture online. I need to seat on something first. My butt needs to feel that comfort. I am realizing that online furniture shopping is the way of the future. You have a wider selection with better price points by online shopping.
Overall, West Elm is a good store to walk in and get ideas, develop a style or just browse for future purchases. If your ready to buy you will be walked through with a style associate. Remember to do your homework or you will end by buying the entire store lol…

This is the closest chain furniture near us so we drop by once in a while. Frankly everything looks good online on their website, but when you go in the store it all strikes me as not really great quality and overpriced. I mean why am I gonna buy a dresser when the floor model is covered in scratches. We were disappointed seeing the furniture’s actual quality in person.
No comment on the staff as we had no service or greeting at all– but not necessary a bad thing to not have sales people all over you when you are browsing.

I generally like visiting this store just to see what’s new and in-​stock. Most of the staff is very pleasant and friendly. I am writing this review mostly to leave a comment about one staff member in particular, nametag: Katie.
During a recent visit, she was quite rude and abrasive with me while I was making returns. So much so that she essentially told me I shouldn’t make purchases if I’m not certain I want to keep something. Maybe she was having a bad day … or maybe she was overdue for an afternoon break, but she definitely made a very bad impression on me and was a poor representation of the West Elm brand, which aims to feel local and personable despite being a large chain.

Its frustrating to me when I walk into a store, wander around the entire place and not a single person comes over to see if I need any help.
Granted, I didn’t actually need any help, I came into West Elm to kill some time before meeting up with someone in Dumbo, but for someone to even say ‘hello’ would have been nice.
In fact, besides the staffer at the counter helping another customer, I don’t think I saw anyone else in the entire store. One person on staff in the middle of the afternoon? Seemed strange…
Aside from the lack of customer service the store is laid out nicely, bedding flows into living flows into dining. Not as large as the stores on W18th or 61^st but has plenty of furniture and accessories to check out. Well worth the time if you’re in the neighborhood.

I’m gonna buck the trend here and say that I thought West Elm was awesome. I have not bought furniture here, and this was my first experience with them so maybe I’m just still basking in the glow of it all, but that place was frickin magical.
I went home to Brooklyn for the holidays, and one of my Christmas presents from my mom was an owl snow globe. I am an owl fanatic, and my mom totally scored major points for the owl-​present-​win. But then she told me there were other owly things at the shop, so I had to carve out some time to head down there on my own.
It was owl heaven. I was traveling back to Seattle so I couldn’t buy a ton of stuff, but I loved a lot of what they had. I thought the store was very nicely laid out. I thought prices were over all pretty reasonable. I ended up walking out the door with an owl plate that if my husband tries to use I take back, and a big green owl mug that I utilize every day at work, in addition to the white owl snow globe my mom got me and sits on my desk.
I first thought this was a local shop, but now that I know they are national and have a shop in Seattle, I’m totally gonna hit them up when I need anything for the house.