Worst furniture shopping experience I’ve had and I just furnished an entire house. I went into to purchase a side table and lamps. They were being gifted by my father and when making a payment we were told he couldn’t complete the transaction with an international credit card. The sales person recommended we make the purchase by buying a gift card and using that to place the order. After charging us for the gift card and placing the order she tells us we were also charged a $150 for shipping. As I didn’t want to pay $150 shipping for just an end table I asked to change the order items and I was told I could cancel my order but not change the order. I would also only get a refund in the form of a gift card and even though the items I was changing my order to were coming out to $200 lesser than what I was being charged for I wouldn’t get a refund for the difference but just a store credit for the amount of my original purchase which the sales agent charged without fully going over the breakdown. Till now I have had to talk to 3 people to even get to the point of them telling me that I would only get a gift card with each person saying it was a mistake the store made but not offering up any real solutions. Add to all this that they have mentioned all this only via email and have not provided any receipt for the order cancellation or the new gift card issue. I’m accepting the gift card issue ( still pending actually receiving it) only as a last resort to make sure I don’t lose all my money. This transaction has felt like nothing more than an entrapment to get my money without anything to show for it. Absolutely horrendous experience. Completely unhelpful and careless sales and management at the store and customer service that’s been frustrating to deal with

I have ordered Dining chairs and Dining Table on Jun19. the chairs came quickly and they were good. The dinning table was back ordered to be delivered by Aug 03. and i am still waiting for the dinning table. The design and products are good but the customer service is not good. I had to make many calls to find out when the table will be delivered and dont get any answers.Here are the various issue I had when dealing with West Elm1. the customer rep will say that they will transfer to the delivery depart and the call ends. They transfer to a number that is not working. Happened multiple times.2. I wanted them to replace 2 chairs (1 box) but they sent 2 boxes (4 chairs) I had to take the heavy boxes to return to UPS.3. The customer service Rep will tell I should get a call back in 24hrs, but that never happens.4, My order was delivered to wrong delivery center and it is taking ages to be moved to the right delivery center.Because of the customer service, I would not recommend.

Some of the designs are great. I am concerned about the quality of construction of the big ticket items like sofas and cabinetry. Because of this and price points, I believe better value can be found elsewhere including used furniture if you can find a design you like. Knickknacks and accessory seekers will find many items they will be able to fit into their decor, but check out HomeGoods first. The price point will be better for the same or similar accessories.

THEY DO NOT HONOR SALE PRICES. Inconsistent and only gave 12% additional discount off for a floor sample final sale table...I mean really? Better off getting secondhand than buying from the store. Asked about an industrial side table furniture piece and one of the associated said it would be an additional 40% off the piece and that it was NOT part of the furniture flea section, and then the other lady who’s working there said there is NO 50% additional discount however it IS part of the furniture flea section! So basically they picked the one that gives a smaller discount off the furniture peace - wishy washy much? Also when I asked about a floor sample piece and if it had additional discounts at the West Elm North Bethesda location, the lady there said they had a piece with additional 50% off, not 12% off which the MOSAIC location stated! So let me guess different stores have different policies?I mean you should honor what you say or at least keep it consistent so that different employees aren’t telling you different things.I wouldn’t be surprised if they end up selling that table for a discount to someone else.This is not how you do proper business!

This business is fraud.After waiting four months for my set of nightstands to arrive, they managed to sent only one of the two and guess what!?It was broken.After couple of tries with their phone support or store manager Kevin to fix shipping issue, i decided to cancel order and return broken night stand without waiting for the 2nd nightstand to arrive at my house.Guess what?! I’m still waiting for my refund, it’s been whole month already.If you all respect your money think twice before making purchase at this fraudulent, slow and extremely unprofessional business.

We are having problems with a delivery. Manger is a very nice gentleman, however the issues are not resolved and its very disappointing. We will probably never shop there again. Ordered $5000 entertainment center in January, delivery delayed until March. Ok, not the end of the world. Shipment arrives incomplete and assembled wrong. Now have to wait until May for the missing part of the shipping. Dont know when the other piece will be fixed. Extremely disappointed.

A nice store with helpful staff.

Anyone not willing to wait months should steer away. To be fair they do have great looking furniture. However my order was expected to be delivered within 3 weeks but it has been more than 5 weeks and there has been no change on the status of my order besides the expected delivery date being changed to next month. Also no one thought to communicate that to me until I reached out to them.

There has to be something done about the staff at this location. Its no wonder they have a Now Hiring sign; they should restaff the entire location. We were planning on purchasing multiple items, but left with a bad taste in our mouth after our experience with the staff. There is absolute no customer service in this store whatsoever. I approached the employee asking if they had a vase in stock so I can purchase it. She rudely stated they didnt have any without even checking. I told her I didnt want to purchase the one in my hand because it had a chip on it. Rather than accommodate us or ask if we needed assistance with anything else, she was adamant about knowing where we picked it up. Confused, I told her we grabbed it from a coffee table set up by the window. She still didnt seem to hear/understand, and I repeated myself nicely. She proceeded to leave us at the register and went to go put it back. We werent even done shopping or looking around, but after she basically shooed us out of the store, we decided wed take our business elsewhere.

Pleasant store, professional sale agents...prices a little high for my budget

Great furniture selection. Friendly and helpful staff.

Lovely furniture and decorations! A bit on the pricey side and unfortunately you cannot save on the delivery fee by picking it up in the store. I wish this was an option.

This weekend, trying to find the right decor, we visited the Pike & Rose location as well as this. All I can say is that they were polar opposites. Pike & Rose was warm, friendly and patient. Mosaic was a horrid experience.

Great for designing!!! Excellent Customer service!

Where do I start. I ordered multiple furniture items online on November 17th 2020 which are yet to be delivered (it is now February 9th, 2021). I never thought this was possible. Its been a horrific experience - after pay ~$500 in shipping fees (for items in stock) which were supposed to be delivered on December 22nd, 2020. The items were lost by the warehouse, had to employ self help and investigative work, calling West Elm, the Delivery Micro Center (as they call it) multiple times Ive been given every answer in the book from - its back ordered, it was damaged and has to be replaced, its been lost in the warehouse and cant be found. Ive spent countless (literally countless hours on the phone with multiple) representatives with no positive outcome. The furniture style and quality may be great but West Elms supply chain, inventory modeling, shipping/distribution model is greatly broken, potentially beyond repair. Im frustrated, annoyed and sad that I have not received my items (which I build my entire air bnb décor set around) and delayed listing my air bnb costing what would have amounted to thousands of dollars. I still do not have the furniture (even after biting the bullet and canceling and reordering in stock items with deliver dates of 2 weeks (in late December). I was forced to buy look-a-like items which actually seem to be pretty decent for a fraction of the cost that actually showed up so that I would have a bed frame and dresser in the air bnb. Ill have to figure out what to do with the furniture (if I ever even receive it which at this point seems pretty doubtful). One of the worst customer experiences Ive had (tops Comcast) which is pretty hard to do.

Nice friendly staff. Answered all of our questions. Purchased a new bedframe for our adjustable bed. So far, the process has been great!

Drove all the way over to the Fairfax store from Arlington to take advantage of the weekend sale. The door was locked and an employee told me I had to have an appointment to enter the store. I told him I checked the website before driving over and there was nothing written about needing an appointment. He then told me that it was for safety purposes. I said that was fine but they should say so on the website. In fact the site says the store is open for in-store shopping. I asked if I could get an appointment for now and he said they were too busy. He just blew me off.Great way to treat long time customers, especially when spending is down. Treating potential customers like nuisances is not a good business plan. I’ll be shopping elsewhere.

A lot of good design future

Good customer service? Not here. This is the 3rd time in the mosaic store that Ive had bad service, no solutions, no options, just go away. Today I had an appt for design services and to purchase at least $2k worth of stuff. Electricity was out when I arrived, no call (cell phones still work) from them to cancel the appointment. Asked to speak to manager as the store was now closed. I was seeking a solution or an accommodation for me taking off work early to show up to a closed store but Rob B. Was so busy telling me I couldnt come in that he couldnt hear me ask for a solution.. Maybe a.... lthis is a temp situation, let me at least call you to discuss what you wanted as soon as the electricity comes on... Instead I got - you cant come in the store, reschedule. No options so solutions, no, sorry we didnt/couldnt get in touch with you. After the 5th time of him telling me I couldnt come in the store...wait maybe he had to repeat himself so much b/c a salesperson was between us in the doorway yelling at her friends passing by...anyway, after I asked him 3x of a solution it was just pointless. Theres other West Elms in the DMV, go there

Nice clean store. Friendly helpful staff.

Highly recommend getting a Leesa mattress! Best nights sleep I’ve had in a long time. Perfect balance between soft and firm. Very comfortable all foam mattress!!

I felt compelled to write this review, because given all of the bad reviews here, I expected to have a bad experience and braces myself for such.I also know that some of the reviews were based on not knowing an appt was needed to visit the store. When I called earlier in the week, no one told me that I needed an appt to visit the store. When I coincidentally when on this locations website, I happened to see (after scrolling to the end of the page), that an appt seemed to be recommended and not necessarily required. So, I made an appt to be safe.I got to the store early thinking that I had to be checked in and I was told to just come on in. I was welcomed. Then I was offered assistance by Paula, who was absolutely lovely and knowledgeable. She took her time with me and knew the items well. She spent quite a bit of time with me. And before leaving, there was a gentleman who spent time going over the candles and oils with me. He was also very pleasant.I’m huge on customer service and the employees here did not fall short, at all. It seems that the appt wasn’t required (anymore?), but I’d double check prior to going. I had a great experience here and I will definitely return.

Great, modern decor. The reason I give it a 1 star is that the customer service at the Mosaic store is terrible. I tried to get two people to help me. One didnt know the answers to my questions and acted like who are you to ask?. They both acted like they did not care to help and that they hated their jobs. They lost my sale with those attitudes.

Great place if you like to decorate easily but arent a decorator. Good alternative to the typical furniture experience. My wife and I come here a lot as we live their take on mid century modern style

Terrible customer service here for even basic needs. I just wanted to know if a throw blanket on display was the same as the ones bundled up on a nearby shelf (since the display was Made in China vs. the shelf which had Made in India). The associate said she’d go look for an answer but just never returned. Would have been nice to at least get a notification that she was too busy instead of being left sitting there.

The worst!! Horrible service and a experience. I do not recommend this location. Go to the one at Tysons.

They sell good stuff. The quality is good and durable but if u a minor problem for which u will have to get in touch with the customer service, then the actual patience comes into test .The customer service sucks, they will keep transferring you to different departments. They will absolutely show no respect to what your problem is, make fake promises and will give you zero assistance.I would say just buy whatever they have in store because u can actually see what your buying because if there is 1% assistance you want from there service centre, your not getting it .

I’ve been a fan of West Elm for a long time. After purchasing a gift for my fiancé, I noticed there was slight damage (unnoticed at purchase) upon my return home. Paula was so helpful and very accommodating - spectacular service in my opinion. Very happy and look forward to working with Paula again in the future.

This was my very first time going to West Elm. Dom and Molly were extremely patient and helpful in showing me around their very well decorated store. I feel very pleased with my furnishings I purchased here. Will definitely be returning soon!

The new manager was very helpful. I ordered a table online and it came with defects. I called the online customer service and they initiated an exchange. I specifically requested a home delivery and they made note of this. The customer service rep said itd be delivered in a week. Well, it took almost month, but thats another story. The online store also somehow screwed up the instructions and had it delivered the the Fairfax store instead of my home. I called Fairfax and they took care of everything including the delivery when they didnt have to. They also called the online customer service rep on my behalf because I wasnt gettint anywhere with them. Im now waiting for online to pick up my defective table. Its literally been sitting in my home for 2 months. I will only purchase items from the retail store now.

Fellow customers: please dont but at west elm. This is a scamy store, that promise something at the moment of purchase and then you get nothing of what you expected. When you complain, doesnt matter how much time you spend explaining the issue, they give you nothing as an answer and just ask you to call again later. Arlisa is the name of the supervisor that I had to interact with - all the conversation has been completely unacceptable. I will never buy anything here again.

We were told in store that there were no sales due, so ordered the item full price that evening. The next morning there was a sale for 30% off.We called the customer service line, less than 12 hours after placing the order and were told the item hadnt shipped yet so the best option was to cancel and re-order, which we did.Despite multiple phone calls and emails through their website we still have not received an answer to why we are being charged shipping for an item we were told never shipped. So now we have paid twice for shipping one item thanks to their sales and customer service staff. This is why we will be going to Article in the future.

After losing our 2000 dollar couch in transit, they completely ghosted us, with no response to our calls or reporting missing pieces. If I could do a lower rating, I would.

At the advice of the main Customer Service office (1800#), I called the store to order a couch over the phone to be shipped there, so that I avoid shipping charges. The lady who answered the phone was rude and said this couldnt be done. I then called the Alexandria store, and they were able to do it no problem. The staff from Tysons must have moved to this location, as they were equally rude there.

Have made several visits over the last month and each time the customer service has been outstanding, despite what other reviews have said. And their product lineup is awesome!

I should’ve read the reviews before stopping in. I haven’t experienced customer service this bad in awhile. The employees look at you as if you’re intruding. Good to know they’re equal opportunity when it comes to terrible customer service. I’ll be shopping in the Alexandria store from now on.

Extremely rude employees. Id drive to try another WE, or even IKEA it was that bad.Also, why open with touchless shopping. Asking people to spend 100s on textile type items they cant touch?

Do not under any circumstances purchase from West Elm using their promotional credit card. Despite being offered zero percent interest for 12 months, which was a major factor in buying from West Elm, when the couch was delivered, they began charging 29% interest. Despite weeks of phone calls to their financing servicer and West Elm, I was denied multiple times to go under the promotional 0% rate. This ended up costing an additional $450 in interest.And be prepared to wait for your purchase. While 4-6 weeks was the time frame, one item was 3 months and the other was 4 months!

West Elm products are cute, but thus far my experience with the staff at the West Elm Mosaic and before then in Tysons has been miserable. The people who work there act as if they’re doing you a favor by helping you. I now only browse in the store and then shop online.

We placed sofa order from this location. WEST ELM is worst company for customer service. We got damaged sofa in the delivery. We reported that immediately to delivery guys and also called west elm team to fix the damage. Its been over two months, we havent heard back from them and havent received fix for the damaged part. I highly not recommend this brand to anyone.

This store is by appointment only. The publicly posted hours of operation are misleading.

I have never left a negative review in my life but this experience put me over the edge. Worst customer service ever. I waited at the counter for 30 mins to return some frames and recalled bar stools. The store employee gave me a hard time that he had to do additional work to process the recalled bar stools. Then, after standing at the counter for 30 mins, I asked if I could look around the store. 2 mins later they came and asked me to move my car (which was parked in the customer pick up area) for no reason at all, so I left. I was about to spend a lot of money there, even after I had to wait for so long to return some frames, but after being treated so disrespectfully, I will never shop here again.

Purchased a sectional on sale, Id say the west elm sales person was very helpful. Id visit again.

Terrible customer service. It doesn’t matter how nice looking their store is, I will not buy from here again. I tried to return a pillow case that was falling apart after a month of sitting on my couch, they looked up my account and found the transaction of the pillow I bought with the one I was returning, but somehow, they never found the one in question. I kept telling them I bought them on the same transaction but they basically called me a liar and didn’t even try looking for it. So I didn’t get the return but I left the messy falling apart embroidered pillow there.

Amazing store

Great looking furniture and home decor products. I like the furniture I bought. This stores customer service is poor. Proceed with caution.

I tried to buy a light fixture here two weeks ago, but the person working there was shockingly rude and unhelpful. I ended up walking out without buying it after driving 45 minutes to get it. Its a shame because I really like their furniture. It seems like this store needs some serious help.

Love the furniture have bought lots of furniture from here.

When the sofa finally arrived, it looked nothing like it did on their website, in fact it looked old and worn out and the cushions were so out of shape, the sofa looked like a joke! Rename the store Bait & Switch or RipOffs R-us

In general, West Elm has nice furniture that fits my style. What they dont have is anything above poor customer service. The General Manager refused to help the salesperson when asked and got defensive when the customer asked her why. When it came time for us to check out, we were lucky enough to get helped by the GM. We ended up walking out of the store before completing our purchase. I work in customer service and always try to give others the benefit of the doubt. It really frustrates me when upper management treats their employees like they are beneath them. I hope, for the employees sake, that the manager was just having a bad day and that they arent subjected to her behavior on a daily basis. With all of their competition out there, I will be trying my luck elsewhere.

Do NOT shop at this store please. There are other businesses that will invest time, patience, and customer service that puts the customer first. This store is manged and staffed by unprofessional persons who we found to be argumentative, unhelpful, and downright rude. We made a pretty significant procurement, only to find the store offerred a friends and family discount. The store made it damn near impossible to get the discount and directed us to travel home, bring the received merchandise to the store (where they admitted it was not actually required to do). We are speaking to corporate not so much about the discount as much as the demeanor of the staff. I highly recccomend you steer clear of this establishment as the employees are not versed in etiquette or manners most other businesses display daily. This is one of those situations where the discount is not the issue so much as dealing with West Elm staff who want to argue and speak down to people.

The manager here is very unprofessional. We came early on a Saturday morning after making a design appointment, but apparently before having it confirmed by the store(we never did receive any communication from them). He reluctantly let a design/saleswoman help us, but was in her ear the entire time pressuring her to hurry up with us. She helped us for awhile, but he continued to pressure her. Right in front us she told him how much we were going to spend at that point so he would leave her alone, which he finally did because it was a significant amount. When we came back to finally make the purchase he decided to chime in to see if we needed anything. By that point we were so fed up I continued to wait instead of saving time and having him help us. In the end, we had to return half the furniture because the design didnt go together. Overall, pretty horrible experience in store and it started from the minute we walked in.

I purchased a bed from this West Elm with an employee in person. However, everything is out of their hands as the employee worked with me on a computer, in-store, to place an online order. Okay, fine - however, this does not absolve West Elm Mosaic District of their responsibility to assist me when I require help.The bed was originally supposed to be able to be delivered from Sept 11 - 18, when I had purchased on Sept 7. Now, I have my pregnant wife sleeping on a mattress on the floor because the bed is delayed for some absurd reason because it first ships in pieces to one warehouse before then shipping again to a distribution center and finally to my home.When I called the West Elm helpline I had a Williams Sonoma employee answer. As Williams Sonoma and West Elm (along with Pottery Barn) are related companies, you would think they would be able to help me, but NO. Every time I call, I get a Williams Sonoma employee who can give me 1/3 of the information I need but eventually must transfer me to West Elm, although each time they TRY to transfer me, they FAIL and send me to Pottery Barn, who also CANNOT assist me.So, in the end, I called the store directly and Miller, the general manager, was at first very responsive and apologetic for the foolish and irrational multiple-hub delivery scheme. He left it with me to check the online order tracking the following day and call him if I was unsatisfied with the result. Thanks for nothing, but okay, great, at least I have an avenue that is helpful at last. Or was it?I actually waited THREE days, to give West Elm time to get their act together, then I checked online. TWO of the THREE pieces had arrived in Manasses (as of today, Sept 28), but the third, smallest piece is still unaccounted for, though it left New Jersey on Sept 25. IT SHOULD NOT TAKE MORE THAN 4 DAYS TO GET FROM NEW JERSEY TO MANASSAS. Then, when I called yesterday, I got an associate and so I asked for Miller, who had told me to call him. He was unavailable, which was fine as it was lunch time. She took a message and I left TWO numbers for him to call back. I, to date, have still not received a call, though it is almost 24 hours later now.Now, according to the only source of information I can find, which is online, I can supposedly expect to have the new bed between Oct 1 and Oct 8, though I ordered it on Sept 7 and was originally told I could expect to receive it between Sept 11 and 18. Until then my 6.5 month pregnant wife will continue to have to ease herself down nearly to the floor to sleep at night.Thanks for nothing West Elm, Williams Sonoma, Pottery Barn ... as far as Im concerned, you are the UNHOLY TRINITY OF TERRIBLE CUSTOMER SERVICE AND A PRIME EXAMPLE OF HOW TO NEVER RUN A BUSINESS. Unless restitution is made diligently and speedily, I shall NEVER purchase from any of these three companies again for as long as I live and I will certainly advise, aggressively, to everyone I meet that they should also avoid any and all business with these duplicitous, unresponsive, and disorganized companies, as well as any of their affiliated entities or parent companies.UPDATE 10/09/2018:Called again as the promised October 8 date looked unlikely to happen given that the bed was showing online as backordered until MARCH! I would have a three month old by then, so no way.This time when I called, I got escalated to one Mr. Michael Natale, of the escalation line, who PROMISED to call me back. He even assured me that he worked over the weekend and I might hear back from him even on the same day, Saturday October 6. Its October 9 at 8:10 PM and still no word.The bed is supposedly going to be ready to ship by October 15 according to online tracking, for as little as thats worth. Ive given up. Ill wait to see if I actually get a bed on the 15th or shortly after, and if not, Ill be bringing legal action against West Elm, filing a claim with the BBB, and reversing the illegal charges on my credit card (which they legally never shouldve charged until the bed was in transit to my house).

Love the designs from west elm but customer service here is poor! Rather to go DC one to shop even though i live upstairs of Merrifield one.

In my experience items have always been over a month late and missing pieces. Stressful.

Good sized store with plenty of furniture to choose from

Good process amd quality no complaint

Never bought anything from west elm before. Bought four outdoor cushions and told the cashier I was taking them home to decide which ones I wanted to keep. Nothing was mentioned that they couldn’t be returned. When I came back to return them they tried to reference the receipt that I received only after I bought them. Won’t be back.

Agree with other reviewers. Customer service is non-existant. Not sure how theyre still in business.

Great selection, good service

Great service!