In July I went into West Elm with the intention of selecting and purchasing a bed. My partner and I were in the store for about 30-40 minutes, selecting fabrics ourselves, measuring furniture, etc. Not one person asked us if we needed help.Eventually between the fabric samples and the website we selected a bed and decided to place the order there. We asked for help ordering the bed after we had done all the work selling ourselves. We are told the bed will come in November which is fine as we are not in a rush.Two months later the bed is no longer on the website...Im a little nervous as weve been designing the bedroom around the bed and are about to spend a good chunk of change on custom window treatments to compliment the bed.I tried calling the Burlington store more than once during business hours and no one picked up the phone and they dont have a voicemail option.Im now very weary Im going to wait until November and have spent thousands of dollars designing a room around a bed and be told the bed was discontinued and is not coming. Hoping someone can assure me the bed is going to arrive in Nov as planned!Crossing my fingers!

I would not buy products from west elm again. The quality of the product and the customer service is really poor. The velvet started peeling out and I notified the store of the defect as soon I noted. No resolution was provided though the store did confirm there was a defect in the first generation of the fabric and the product was defective. I would definitely not recommend west elm.

Update: sofa arrived at West elm in mid July. Close to 2 months later it’s still “n transit” to my delivery center. The Store, once they take your order, states that they have no ability to follow up. Your only option is customer service who fir the last 6 weeks have been telling us it was in transit from Boston to MD. Last week we were told that it actually sat n Boston all that time and just left for MD but no estimate of how much longer. Mind you it’s with West Elm. NO accountability. Such a shame. Buyer beware!If i could have given zero stars i would have. Incompetent and rude staff only concerned with making a quick sale. We’ve been hung up on and mgr won’t return phone calls to resolve issue. Store blames everyone in the corporate chain accepting no accountability. Meanwhile $4k + of merchandise(that we paid for months ago) has never been accounted for since it left the manufacturer months ago…..our online order status continues to update yet logistics doesn’t understand why as there have been no physical contacts with mds recorded since it left warehouse.

Pricey but great styles. I love that they highlight local artists and designers as well.

West Elm, Pottery Barn, Williams -Sonoma - all part o the same company which equals poor customer service. Its an absolute nightmare if you have a trouble with your order. The store waits till they get a bunch or orders for something before placing an order to manufacture - hence the many, many months delay or the policy it cant be returned. I was going to place a large order with Pottery Barn ($14K+) but service was so bad on some smaller orders I just could place an order through them - they didnt deserve my business. They have decent stuff but they really got get their act together or they will go out of business.

Poor customer service. Employees treat you like an annoyance more than anything.

I find it insane that you order something in the actual store and if there is a problem you must CALL customer service which is a nightmare. Ordered a bed which only 1/2 if it came 2 months later. After hours back and forth on the phone I convinced them to cancel the first order and order a whole new one which came within a week. I’ve spent hours on the phone and now they have charged me for TWO beds. The store should have the capability to straighten this out not make a customer keep calling the 1-800 number. I will never shop there again.

I ordered casual dinnerware (place settings for 12) and some coordinating pieces. They are even more beautiful than they appeared online and arrived very quickly. The outside boxes were extremely beat up, but the interior boxes were packaged so well that everything arrived in perfect condition. This will be my go-to store for kitchen items, furnishings and gifts. Cant wait to visit the store instead of shopping online.

Visited yesterday and couldnt get any help.

Great friendly service! My husband spoke with Sharon on the phone. We stopped in for an easy and quick transaction! Thankyou

I think I just had what was probably the best delivery experience ever. Their furniture never disappoints and I can now say the same about their delivery service.

Place is good but they updated our order after the date it was supposed to be delivered to push it out another TWO MONTHS. I guess the fabric was on backorder. I literally just want the couch this sucks

This store is great. The style and selection are awesome. Highly recommended for apartments or studios.Michelle was great. We ran into an issue ordering my couch and she helped us for over an hour, Calling the company and manufacturer to make sure I got what i wanted at the best price.

Horrible customer service at the Burlington store. It is like they are being put out. I spent some significant money in there and when a mistake happened they did not apologize and basically said it was not their mistake.

I wanted to check out a few couches and the leesa mattress for my new apartment. Throughout our time, several sales persons checked in with us. When we finally wanted to talk to someone everyone was busy and we had to wait for a few minutes for someone to be free. But the sales person was super helpful, answered all my questions and even suggested a good solution for us to save extra money by not ordering until the next weekend (Massachusetts tax free weekend)!

Fix the hours on your website. Website and Google show Saturday hours starting at 9:00 am - we arrived right at 9:00 am only to see the hours posted on the window as 10:00 am on Saturday...this is a super easy fix and I see a few other people have complained about this - what’s the hold up? I’m looking at you West Elm’s web team.

Products are nice and well made. There are usually good sales going on. Also, Sharon was very helpful. I will definitely be a returning customer.

Very surprised that a number of things I was looking for were not in stock. Items are beautiful but you need to shop online for a larger assortment. Prices are high and I was willing to buy a number of things from a wedding registry but less than half the requests were actually in store. Very disappointing. Sales associate was not pleasant, acted like we were a bother, and didnt listen to our requests.

Pricey for most things, but my main complaint is the lack of color in the products. Most things are white or beige. Very drab. Our son had a reward certificate for $125.00 which he earned when he ordered 4 navy chairs last year. It was going to expire soon so he went to see what he could find. After looking around for about half an hour he was ready to just throw the reward certificate down on a table and walk out. He ended up finding some nice dark blue dishes and got a set of those. You need to add more color to your products. Everything is very blah.

The furniture is awesome...but the girl I dealt with was rude and a total u know what... would have bought a chair I loved...but walked out! Would have been 5 stars if not for the lousy service.

Love the mid century vibe of a lot of the furniture. Good customer service.

Terrible staff and terrible customer service. They messed up on my order, made it a week late, and refused to honor a corporate promo that was advertised on the website because it was a store sale, but they placed the order online

Worst shopping experience ever! Two Months of delay without any notification; Deceptive Design dollars Program, it expires in 3 months, and it takes you at least a few months to get the actual redemption; To be the worst ever, they just changed their cancellation policy last November: NO CANCELLATION unless backorders! Be aware! I will never deal with them again.

Pleasant shopping experience, very helpful staff, nice collection.

Great selection of unique home goods. Nice addition of local products as well.

Its baffling to me. Ive visited this location three times now, and never once has any of the staff said a word to me. In fact they seem to avoid customers like the plague. I wont be going back. Ever.

Terrible Experience. I cannot believe West Elm corporate has not addressed the poor customer service at this store. As a customer, I felt ignored and neglected by the sales associates, Donna the designer, and ultimately the store manager who promised to fix the situation and call us or email us back....and NEVER did. I could go on, but Ive invested enough of our time and money in this store. We will never be back.

Terrible experience. Agreed with the comments regarding the bad customer service. I was surprised that both the sales associate and the store manager I talked to were very impatient when helping customers, which shows not only the individuals but the company as a whole doesn’t pay much attention to customer service in store.

I recently bought a couch for a new family room. The quality is fairly crappy but it looks okay and isnt for a living room. I dont think its going to last very long. I bought from the store after looking online but wanting to see how it felt to sit on. I doubt I will buy anything else here because they charge $129 for shipping and despite the alleged discount (on, again, not very well-made furniture - I think made in China) you end up paying full price because of the idiotic shipping cost. Wayfair and Amazon and Overstock and just about every other online furniture vendor do NOT charge for shipping, even shipping large pieces of furniture. And the salesperson seemed sullen, even though it was the easiest sale shed probably ever made because I walked in, sat on the couch to find out if it was firm enough for me, then ordered. Not a great experience overall.

Great place for beds and bedding.

Hours on here are wrong. Wasted an hour of time to only show up to a closed store.

Rude staff at the pickup area. It took 45 minutes to get a pre-paid bar still.

West Elm has the worst customer service. I bought a dining table from West Elm on Dec 16, 2018, its been more than 1.5 months and I have not received the item yet. But my credit card has been charged with the price of the dining table. Numerous phone/email conversations with the customer service over the past month has not resolved the issue and I have no idea how I can either get the table delivered or get my money back.

Very helpful and well stocked.

Great store.

Bad Customer Service