Proceed with caution! After 4 months of waiting for two swivel chairs, and 5 scheduled delivery days/times when the Ryder Last Mile delivery service failed to show up, we finally have our chairs. They arrived damaged and unboxed and looked as if they had been rolling around in a truck for weeks. Attached see the small bit of plastic that was wrapped on part of the chairs for delivery. The swivel feature is broken and both chairs spin at random, even when there is no one in the room. West Elm customer service has refused to replace the damaged chairs (although they are still available on their website.) We are still waiting on a couch (ordered in June) and though it hit our credit card weeks ago, it is now lost according to customer service. Again they blame the delivery company, and the delivery company does not answer its phone. Please save yourself the time and frustration and spend your money somewhere else.

I first fell in love with the couch we ended up buying in Colorado. After finally deciding on investing in the beautiful sectional we would only later realize what a hassle it would be. To make it short: the ottoman had an intense dip within weeks which we got exchanged, free of charge. This process took too long in my option. Then when we got the new one this one too had an intense dip from the start. The long cushion on the sectional was not pulled tightly giving it a saggy look and feel (when you are paying almost three grand for a couch this is unacceptable). After being in contact with my contact at West Elm Milwaukee (who was nice) she put us in contact with the support. Honestly, the worst support I’ve ever experienced. No one talks to one another and it takes ages to get anything done. Then, once a replacement is ordered it takes ages to arrive (I get it COVID but still, not okay when you took care of ordering it in advance and then have to wait 3 months for a replacement cushion). All in all I am extremely unhappy with this experience which makes me sad. They didn’t even offer to give us a partial refund or if they could do anything to make up for it. Beware when buying from West Elm...make sure you REALLY like it and preferably have it be something that can’t become an issue like our saggy couch unfortunately did. Total time invested? February to mid June. I did get my full money refunded but do I have a couch anymore? Nope. How annoying. @westelm - if you have questions feel free to reach out! I’m happy to answer them if I can improve someone else’s experience in the future.

I placed an order with West Elm at the end of March. And the reason why I chose them, is because of the commitment on delivery dates. This was a significant order $10K for outdoor furniture.Two of the items have pushed 3 months.More upsetting is there were 10 chairs committed to be delivered this week. It then said, pending other items. I sent an email to customer service and received no reply. Then the dates pushed to May 8-21.When I called Customer Service today to understand the two to five week delay, I was informed that I could not cancel because five of the ten chairs were in the warehouse. They basically gave me the number of the warehouse and said good luck.I understand their are shortages.I dont understand why they dont have better customer service during these times.Never again with West Elm.

So to start with the experience... we walked into the store at 6:40 with a closing time at 7. I know its rude but we were going to be quick and just grab a set of sheets we were there to buy. We were approached by Betsy who informed us that we have till 7. Ive worked in hospitality for 10 years and no matter the circumstances have NEVER told a guest they have an out time. I would like to state that I was very aware of the time we had left. Moving forward we asked her if the sheets we wanted were available in the correct size because it wasnt clearly visible on the shelf. My girlfriend was unsure of the exact color she wanted (A choice that took her a whole 30 seconds to decide) was told by Betsy well which one do you want. The tone/ question was completely unprofessional and not like anything Ive experienced at West Elm before. The gentlemen at the end of the experience was amazing and very kind. He even said how much he recommended the sheets because he had them himself. Unfortunate experience but I guess thats just the mood she picked today. West Elm has wonderful qualities but she was clearly a slip in the otherwise great experience. By the way Betsy made her out time as we left at 6:50:46 Pm.

THE WORST! We ordered a table in October and every two weeks since then have been getting emails that the estimated arrival date is further and further in the future. Now estimated delivery date is end of February...4 months after we ordered it! I called and they aren’t able to tell me if the table actually will be coming then or if it we be delayed again, won’t give complementary shipping, and won’t give a discount on the order. Trendy furniture but overpriced, unreliable, and poor customer service.Edit- it is now 2/8 and we get another update with an estimated delivery date at the end of March. Which will be 5 months after we ordered. This is INSANE. We are going to cancel our order. Don’t buy anything from this store if you need it within the next year!!!

One employee had mask below her nose entire time we were in the store. Really? Do better West Elm- that woman spoke to at least 5 customers! Why have hand sanitizers and masks and then have employees not follow proper procedure. Will not return.

Brooklyn helped us purchase our new furniture, and she was great to work with. Super professional and helpful!

Found a lamp that fit the mid century modern style. Very helpful staff in a great area.

Decent items, good service. That’s where the positive ends. This company is fine if you purchase items that are physically in the store. Almost everything I ordered was out of stock and stated it would be in in a few weeks. The items keep getting pushed back. Really, you want me to wait three months for a vase?? I caution against ordering furniture unless you actually don’t need it. Ignore their lead times because it’s not accurate. My lead time was 9 weeks. It’s now at 15 weeks and I can’t even count on that. It’s truly a miserable experience. My sales person was great and very helpful. But, West Elm as a company has been terrible. Customer Service through the company has been terrible. Had I have known I’d be at 15 weeks I would have purchased from Crate & Barrel with whom I’ve had good experience. Now I’m trying to see if I can cancel my order. I also recommend using a credit card from a company that will back you. I wish I would have seen the other reviews prior to my order. I just thought maybe it was a fluke, but from other reviews it appears furniture is problematic.

We have had the absolute worst experience with West Elm. We made purchases in the middle of July on a sofa, chair, two media stands and a coffee table. 4/5 pieces of furniture were damaged upon delivery and the difficulties we had to go through to get the replacements was unbelievable. We spent thousands of dollars on furniture and the disconnect between the store, customer service, delivery, and order processing departments is astounding. In addition to the terrible experience we had with the delivery we had huge issues with an ordered we cancelled a day after placing the order. The shipping date was months away and West Elm told us we can’t cancel the order. We went back and forth with multiple people until we we live on the phone with a district manager where he said they can cancel order. Well fast forward 4 months and West Elm decided to charge my credit card for the order and tell me that my order that was cancelled is now shipping. Immediately reported the charge to my credit card company and they handled it. Today when they dropped off the replacement furniture for the damaged coffee table they tried to deliver the cancelled product. I told them absolutely not, do not take it off the truck, don’t unwrap it, and take it back immediately. Now West Elm has emailed me asking why the charge was flag. The disconnect between the division is horrendous. In addition to these extreme issues we have had, I frequently stop in the store in 3rd Ward, Milwaukee to pop in and see what is new. I’m a 25 year old guy and every time I step into the store, every associate does not give me the time of day. They actively walk by me without acknowledging me. The staff works in customer service, it’s not that hard to greet people and assist them. Needless to say, we will no longer be making any purchases from West Elm/Pottery Barn/Williams Sonoma.

This establishment was clean and very well decorated. The products they were selling were of very good quality. We were given exceptional service. I would recommend to anyone in need of home decor.

Very deceptive about when item will be available. Made an order on 1/27/2021 and the estimated date of receiving the desk was for February 11th to the 15th. They emailed me on 1/30/2021 to tell me it was now going to be delivered March 1st to the 3rd. When I questioned why it was pushed back 3.5 weeks and they didnt let me know 3 days prior when I ordered....the email response sad the item was actually backordered until March 25th. So if its backordered over 20 days from their second date they gave me. Just tell me when I order that its back ordered (if Amazon can do this so can you) so I actually know when to expect it. No one want s to get it continually changed. I then called and cancelled my order and explained why and the girl didnt even apologize or anything. She cancelled the order and said have a good day. If an item is backordered let your customer know from the get go. Dont keep changing the delivery date in an attempt to keep an order. This was my first experience with West Elm and it didnt go well. They need to work on managing expectations and not appear deceptive.

Cheap furniture, have bought 3 large pieces of furniture here and none of them lasted over a year, even ikea items held up better. Good for small items but furniture and bedding is terrible.

If you want to spend thousands and have your items delivered 4 MONTHS later, this is the place. I have been absolutely put through the ringer in terms of getting items I ordered back in APRIL. I have spent countless hours on the phone just tracking down my furniture. Each time being told I will have them within a week, just to see that week come and go with no phone call / update / or any of my furniture. Finally they admitted to having no idea where they were. My new due date for the items is August 5th! Fingers crossed. Good quality stuff, horrible service.

Never order furniture from this place. We’ve been waiting three months for dining chairs, and their way of ensuring they’re never “late” is to just change the estimated arrival date once the current one is missed. If you call the store, the employees just pull up the same useless tracking website you can see on your own (which tells you nothing but “in transit to store”). They won’t check actual inventory and have no idea when shipments are even scheduled to arrive in the store. I don’t understand how this company can stay in business with logistics like this. If the store doesn’t have the exact item you want in stock, find another company to purchase from.

We went in to see the spring offerings and it was fresh and fin. Great midcentury modern furniture, accessories and items for your home. Lovely bedding, linens, kitchen west and more.

The perfect store for home furnishings find a table place settings a bookshelf bedding towels bathroom lighting decorations household items everything you might need to complete a refresh a remodel or a new endeavor definitely worth the stop to find what youre looking for and this West elm also offers pop-up artists that are locally involved

Disappointing and rude customer service I asked if they had any 9 x 12 rugs available as I know they typically do not carry them unless someone returns them and she immediately said “no we don’t have any 9 x 12 in stock (without even checking) and then said they’re too big for you guys to carry” implying I cannot lift a rug and put it into my vehicle. Interestingly enough I called the day prior and spoke with someone else who confirmed that they did have 9 x 12’s available—same store different story. It is people like her that put companies under with such poor attitude, laziness and lack of customer service . What’s interesting is that I purchased a 9x12 at the Chicago location and not only carried it to my car but also into my house myself, but good assumption. Just because you can’t lift over 30 lbs yourself doesn’t mean others can’t. Not everyone in this world drives small cars, are out of shape and lazy so please don’t categorize a complete stranger in the same bucket as yourself.

This review is for an online purchase. When searching, and then purchasing a product marked 100% cotton, I naively assumed that it would actually be 100% cotton. Sadly, West Elm did not disclose on their website that the filling of the coverlet I ordered was 100% polyester. When one does a search for 100% cotton, how about not showing items that are in fact, NOT 100% cotton. And if you do happen to throw in an item that is 100% cotton in one area of the product, but NOT the other; how about alerting the consumer to that fact? Im available for copywriting if you are interested: Let me show you a sample of appropriate copy for this product: Hi. You did a search for a coverlet for 100% cotton. This lovely coverlet is not 100% cotton. However, we thought you might be interested in purchasing it anyway as the shell is 100% cotton but the interior is 100% polyester, just in case you actually meant to do a search for 50% cotton and 50% polyester or, if you meant to do a search for 100% cotton but I dont really mean it or, if you meant to do a search for 100% cotton for cool comfort but surprise! I enjoying sweating in the middle of the night so heres 100% polyester on the inside.

I agree with others about “rude” customer service. Additionally my bookcase was delivered assembled. It was crooked with uneven shelving, there was black marker on the shelves AND each shelf had screw holes where the shelves had been screwed and then screws moved. I took photos and tried to work with customer service to return but they were disorganized and rude and NOT the least bit professional. Our first and final purchase from this overpriced junk furniture store!

Like the items, NOT the customer service.We have been told to order through the store so it makes the store earn more money but every time we order something and call to follow up it takes forever to answer the phones then we are instantly put on hold.The on hold lasts 20+ minutes before we finally hang up.

Very friendly and helpful staff. The store is much bigger inside than it appears from the street, with a lot of options for the house and casual office alike. They definitely did a good job trying to blend into Milwaukee and make a good impression on the community. They have a small but dedicated section that has MKE, Wisconsin and other local branded items which makes them seem a little more local-friendly and not like a typical big-box national chain.The one disappointment was the fact that they need to ship a lot of the big items to you. The store is more of a showroom than an actual retail space, for larger items. So thats an additional cost, and not a small one. In my case, we needed to buy two sofas for an office. The additional fees were almost $500 for delivery and delivery surcharges. When my destination is less than two blocks away from the store, I dont want to pay $500 for delivery. That made me want to buy at a local furniture store or online somewhere else with cheaper shipping.Overall - its a good addition to the Third Ward and Milwaukee.

The front door is right in front of the Hop. Every item is unique unto itself. Staff is fantastic!! Kind helpful and fun. The quality of the merchandise is primo. So hop on down and enjoy the summer sale.

This was one of the worst shopping experiences I had in my life. In June we placed an order for around $5000 worth of furniture. Everything was supposed to be delivered in August. I don’t know what was worse, the lack of staffing in the store, the mass confusion in their corporate customer service or their delivery service. To make the long story short, 5 months later and we still don’t have our furniture. We called them dozen times and every time they say they will call back with the status update and then they don’t, the last time they actually hung up on us. They actually offered to cancel the order at this point but we already have half the items. They are telling us that they can deliver in December since items are “misplaced” and they can’t find them so they would just put another order. Its just getting worse. I wouldn’t recommend them to anyone that wants to keep their sanity. Its like one of those show houses, It looks cool but you really can’t buy anything.

Beautiful home goods store for up-to-date styles. Can sometimes be a touch pricey, but then again, they have some great stuff that seems worth it. Good sales, especially if you sign up for their emails. This particular location is in the 3rd Ward area of MKE. A great place to stop in and get ideas.

I had seen a couch online at West Elm that I really liked so I wanted to check it out in person and if it was comfortable purchase that along with a chair. The store is beautiful, however, there is an appalling lack of customer service. While browsing no-one asked if I needed help, much less even just said hello or welcome. At one point there were three salespeople all standing at the counter just talking to one another despite a store full of shoppers. I spent some time at the design center looking at fabric swatches while two employees stood right next to me talking away, and not about business. It was extremely frustrating so instead of spending a couple thousand dollars, I left.

Really great decor options. A little pricey but I think most people know that going in. Very helpful design center to help you get what you need. Home delivery is the way to go, but you can also pick things up at the store

Kind employees, helpful. Stylish merchandise, some deals to be had. Bright store, nicely arranged and decorated. Ill be back!

Quality furnishings from the same people who own William Sonoma and pottery barn. Lower priced items on slightly lower quality goods. As with any thing from Pottery barn, if its not in stock and has to be ordered, can take quite a while to receive the items. I would rate it higher, but its crazy to wait 3 months for a headboard

Good luck getting anyone to answer the phone! We love their items and wanted to call and place an order directly with this store - and despite the fact that they are open, no one has answer the phone after a dozen calls.

If I could give negative stars I would. I ordered a couch from this location in June. The first incorrect couch arrived finally in July. The only issue was the color of the legs which they assured me they could just send the in mail and I could switch them out. A month later when I had not received the correct color legs in the mail they said that they would have to replace the entire couch. I waited then another few weeks for that delivery, took off work, ect only to again receive the incorrect couch. Hours of wasted time, money and effort that I can’t get back. Do not order anything from west elm. I won’t ever again after this experience.

Attentive staff, very willing to please. Clean store and great layout. Awesome selection.

Best place to shop every one their is willing to help you at any cost. Staff is nice and they always keep you up to date on your orders!!!!

Cool spot- super helpful and upbeat staff. Always fun to go in.

West Elm, oh the first place I visit when I spend an afternoon shopping at all the neat shops in the Third Ward.

Awesome staff; bacon tastes so much better on these plates!

The displays, merchandise and customer service is wonderful. I have been very happy with every shopping experience at this location.

A light and airy space filled with all kinds of treasures from large items such as sofas and book cases all the way down to air plants, this place is fun to browse around in. Definitely on tend in the design field with the flavor being loft, boho chic.The pricess are moderate. And service was prompt as well as friendly.

Excellent merchandising g. Helpful without hovering. Knowledgeable staff.

Nice selection and helpful staff. Items appear to be better suited for smaller spaces.

Love the store. Great sales staff!

I love this place! Good prices, great sales!

Bought a lamp this time. Betsy, the sales associate, was very helpful and efficient.

Great people in an awesome space. Modern and classic furniture within reach.

Great ideas. Beautiful store.

Nice furniture, lots on display. Great customer service.

Do NOT order furniture from WEST ELM store in Milwaukee! I ordered the Audrey 3 drawer dress for my daughters first apartment in store. After a few week wait on July 17, 2018 they delivered the changing table version instead (which is 6 inches wider and the same retail price). Being larger it does not fit in the space and so she can not open her closet doors fully (huge hassle) After a lot of phone calls to the store we figured our that the store ordered it correctly but the warehouse grabbed the wrong dresser. They told us to hold the too big wrong dresser and they would re-ordered the correct 30 version on July 17th and said it would come 8/13. Well dozens of calls later to the store and the MANY warehouse delivery places they use. We have no dresser and no one knows where it is. I am stuck dealing with incompetence at the store and online and at the warehouse because they have my payment for an $799 dresser:( Stay tuned to hear if we ever get the dresser or if ANYONE at West Elm even says they are sorry! WORST CUSTOMER SERVICE I have EVER encountered.

Beautiful store and great service!

Beautiful... I love it all. Nice home decor store.

Good assortment of West Elms updated decorating and furniture.

Delivery service they use is god awful. absolutely disgusting.

Love this store, they carry a lot of neat items.

Great place people there are very helpful.

A beautiful store, and right across the street from Public Market.

Great staff and a visually pleasing store. Check this store if you are looking for some kitschy lighting alternatives using Edison bulbs

Fun place to shop nice selection of unique household items

Beautiful home merchandise a step above the usual.

Worst customer service! Returned something and never received the refund. Won’t shop here again. Will spread the word to others!!

West elm sent me a coupon code showing all the furniture in my checkout basket leading me to believe I could use the code on this merchandise. Got to the store and found out I couldn’t. Such a waste of tome and terrible false advertising!

One of my favorite stores

The customer service at this place is horrific. Don’t buy from them. I had problems with a couch deliver, went in for assistance and the lady was rude as hell.

Good home store

Well-lit showroom with several vignettes to help you with your decor dilemmas.

I put an item on a 24hr hold. When I called within this time period to purchase the item, I was told they took my piece off hold and that they sold it today. Not only was that not profsssional, they were extremely rude when they told me this on the phone.

Gorgeous selection of furniture.

Great pick up staff

Extremely helpful staff!

Alright place.

Great household decor

Nice looking furniture

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