Well I purchased a sectional for $3k because I was told it was “scratch resistant” since the fabric is woven tightly. That was completely false. Please don’t tell that kind of lie to customers in the future…

Ordered online and received my item from this store (return address on my package.) I ordered a jewelry box and it arrived with multiple visible chips. It arrived securely wrapped and with the chipped off pieces not in the box, so I can tell the damage did not occur during transit. Very disappointed I have to go through the exchange or return process because someone thought sending damaged product was acceptable.

Customer service rep told me to SHUT UPWest Elm furniture is made in ChinaI ordered a bed on 4/30(would not be ready until the end of Sept), 12 (5/12) days later i called to ask if i cud cancel it. Was told they would put the request in but because the factory is in China it would take a few days, and if the bed was started it could not be cancelled. Waited patiently but never heard back from West Elm. Called back on 5/28 to see what was going on, she apologized and said she would get me an answer. I got no reply from West Elm. on 6/2 i received an email from West Elm stating that the bed was running late and it would not be in until 10/14. I called again on 6/7 to see whats up with my cancelation request and the said she was getting with a supervisor and would def get back to me....No one ever did. Called back 7/15 and was told the bed was made and on the boat. I then asked why and if the bed was made prior to 5/12 and why did not West Elm ever get back to me about the bed. I was upset but did not curse, but the male service rep was trying to interrupt me and then told me to shut up and there was nothing they would do... I work in hospitality and you just dont treat customers this way. The whole situation was so rude from not getting back to me to the aggressive service rep yelling at me to shut up. I will NEVER, NEVER use West Elm again. Such a poorly run business with no customer support.

The furniture is Ok but make sure youre not overcharged for shipping. They charged me $600 for a bed and a sofa. Crate and Barrel regional shipping fee is flat $199!

Nice store but very limited parking options, especially right now with road construction around the corner!

On November 27, 2020 I went to the West Elm location at 2929 Magazine St. in New Orleans, LA and purchased a king sized Andes Deco Upholstered Bed. The bed was available and showed “in stock” when I made the purchase. I was told it would be roughly 4-6 weeks before I received the bed which would’ve made my delivery window somewhere between the last week of December 2020 and the 2nd week of January 2021. Little did I know my order was somehow delayed even though it showed in stock and available (Mind you I settled for the fabric color because I was in dire need of a bed).Every month for the next 3 months I would receive an order status update informing me my bed was delayed another 30 days. At this point I’ve waited almost 13 weeks for this bed so I decided to return to the West Elm location (March 6) I purchased the bed from and spoke with the store manager who was more than eager to help me get to the bottom of this problem. She was the one who informed me something went awry on their end because I should’ve received my merchandise a long time ago. She informs me that the bed would not be available until sometime in May but, I should definitely get it by then. I proceed to ask her what does the company do in situations like this where me as the customer has been extremely inconvenienced. At this point I was seeking some type of compensation for all that I had gone through; she told me that an offline team handles escalations and compensations and someone would reach out to me on that following Monday (March 8).To my surprise I received an email (see attached) from a Williams-Sonoma customer support agent by the name of Kenyon Dulaney apologizing for the delay of my order and as compensation would be willing to offer a refund of 50% of my order total back to me. I replied agreeing to the offer and he stated again that the bed wouldn’t arrive to me until May, but he had put a reminder in to follow up with me then to process the credit. Luckily for me after waiting and sleeping on a mattress on the floor for the past 19 weeks for an item that was in stock at time of purchase my bed was delivered on April 12th, 2021.That same day I emailed Mr. Dulaney informing him my bed had arrived and was curious how long do credits typically take to be refunded back. No response via email or phone that day and after calling multiple times the next two days I decided to call back into West Elm’s customer service line (April 14th). I spoke with Teresa Odell and after some back and forth about what they typically offer customers and the things they normally don’t do along with holding on for well over 40 minutes I finally was able to speak to a supervisor named Stephanie. She first offered me a credit back of $600 something odd dollars back and I asked where did she get that number from, and she replied from the cost of the item. After reiterating the email stated “order total” she agreed to offer me the correct amount in $833.45 on a merchandise card, but that’s where the problem again comes in for me as a consumer. I don’t wish to do business with West Elm or it’s affiliates any longer after such an arduous rigmarole I would like my refund processed back to my credit card. She stated again what they don’t normally do and what’s not possible.The problem for me is that I’ve worked in retail for well over 10 years and truly great customer service has no limits and if you truly value my business there should be nothing from stopping you to make the situation right regardless of what has taken place in the past. I have a hard time believing you can’t process a refund back to my credit card and my only option is a lousy gift card. I implore someone at Williams-Sonoma to please make this situation right.

Returned a gift. Was also open to looking at and buying 2 sofas and some furnishings for my daughter going off to college, but quickly decided I would not give my business to them after the way the sales associate treated us. During the return, the associate wanted to see my receipt and was trying to grab and touch my phone across the counter and scroll through my personal messages. First of all, this is unprofessional. Secondly, it’s gross during a pandemic. I told her I prefer people not touch my device at this time and apologized TO HER and she scoffed at me. Bye West Elm.

Pricey, but beautiful style and high quality abound. If you dont have kids or pets, this is the place to feather your nest. The staff is super low pressure, too. Or maybe I just look like I cant afford anything there? Either way, I like their stuff.

This location is a reflection of the company as a whole- absolutely horrible. I would give them 0 stars if possible! We ordered furniture that was available to ship in November. Deliveries were suppose to happen in mid December and the end of December. Today is month 2 of an incomplete order. Hours on hold with customer service. Late deliveries, and delivery people who dont know what they are doing. They assembled the arm chair backwards!!! I spoke with the store manager/ manager on duty to let her know my experience and her response (with attitude) was youve spoken to customer service, so what is you want me to do?. Yes. That was what she said! I just hung up. My advice is to stay far away from this company. We also ordered from Arhaus and Havertys without incidence or issues. That being said we still need furniture for 2 bedrooms, a deck, and front porch. I will not use West Elm, Pottery Barn, or Williams Sonoma ever again. I probably would give them another try, but after the way the Magazine Street store manager spoke to me I will take my business elsewhere!!!! My advice is stay far away!!!!!! Shop Arhaus or Havertys if possible! They will take care of you- and I am not affiliated with either company. Again, DO NOT WASTE YOUR TIME/MONEY WITH WEST ELM!!!!!!!

I ordered a table from West Elm in August 2019. I finally received my purchase (a fairly expensive one) on January 7, five months after I ordered it. I had numerous emails telling me it’s delayed. They re ordered it only for it to come in broken a second time on April 20th again with emails stating it was delayed. I called customer service who stated they would re order again and expected delivery would be August 3020, a year after my initial order. I asked for a refund and was told I could not get it as it had been over 3 months! I then called our local store and the manager handed our situation and I did get a refund. Never any compensation though! I was a very valuable customer as we furnished a beach house last summer and many items were from West Elm. They are notorious for extending elivery dates! I I vowed to never shop with them again. I am happy to say I ordered a new table from a different company and it’s being delivered Saturday, 2 weeks after my order!

POOR service! They are RUDE and do not offer any options. I was really disapointed and will not use this store again to order big items.

Was here looking for a couch earlier. The staff is very friendly. Mary in particular took the time to show me several couches and helped me get some swatches to take home. Great shopping experience.

Were ordered a queen bed frame and leather cushions for the head board. Both items have been delayed by 1 month plus. Highly disappointed with west elm. Will not be shipping here again.

Went in to shop for a dresser. Was not greeted but was stared down til i left the store feeling like i had done something wrong. 🤷‍♀️ taking my business elsewhere.

New Orleans store is Well organized.

I recently purchased some items from West Elm on Magazine Street.The store is beautiful and the sales team is so helpful. I worked with Jessica and Brooklynn and they both were so knowledgeable and kind.The custom sofa bed I ordered came in exactly when they told me. It looks beautiful in my home and I am so thrilled with the quality.The delivery crew was excellent and I was very pleased how easy it was to set up a delivery time with their call center.I want to give a special thanks to the Manager of the store- Jason.His efforts on our behalf were exceptional. West Elm is so lucky to have such a wonderful Manager who cares about his customers.Thank you West Elm for a truly amazing buying experience!

One of my favorite stores!

Lots of good furniture. Good and friendly staff. Small parking lot. Great quality, neat and clean store.

Nice furniture store. They have some really nice furniture.

The sales rep helped me find the best deals in store. There was a promotional online, which I didnt know about that the rep also applied to my purchase for an additional 20% off. Service entrance easily accessible on side for pickup. I look forward to shopping here again.

Haven’t purchased anything yet. Just moved to the area and started looking for pieces to add to what we have. Each time I’ve gone in the store the staff has been friendly and helpful. A little pricey on some pieces. Look forward to purchasing an item or two when we close on our house.

Love the products available but West Elm customer service is a joke . I have been waiting for 2 months for a refund in the form of a gift card .Now the holidays are upon us and great Black Friday deals are available but I am still waiting on my refund . I’d love make my wanted purchase to replace the item I returned due to it being defective but unfortunately the way things are looking I’ll have to put this off till next year and hopefully by then I’ll have received my refund gift card !

Dont bother getting attached to anything in the store, chances are its a floor model which they will absolutely refuse to sell to you. I guess they would rather a customer leave disappointed than make $450. Just left the store after trying to buy a stool and was told simply no I cannot buy that, oh and also its on back order for 3 months. Cool, Ill go shop somewhere else that actually allows me to buy the products and not just tease me, what an idiotic way to run a business.

Lies and poor quality furniture are the hallmarks of this store.

Just got off the phone with Jason who was such a huge help to me!! What a great customer service experience! Thank you so much! Just ask for Jason!

Excellent

Bed frame was easy to install and understand! Would recommend

High end furniture

Great sales today but its hard to find exactly what I want

The store has some unique items, but they dont seem to have much in stock and delivery was estimated at two weeks.

Bait and switch all the way, unfortunately.I went to the store on Nov. 1st, made selections with a representative who placed the order for me assuring Id have both pieces of furniture by Dec. 14th. After spending time on the phone for more than an hour on both 12/7 and today (12/16), I still do not have delivery of my furniture nor a clear delivery date before Christmas.Completely frustrated that a company can take nearly $2000 of my money right away, set expectations on delivery and then completely fail to deliver on those expectations. The fact that one of the two pieces has been sitting at the delivery hub since Nov. 16th is even more frustrating. Why not deliver that piece right away if there were unforeseen problems with the delivery of the second piece? Customer services solution was to promise a $100 store credit at the completion of delivery----so, why not just deliver the chair thats ready and waiting instead??? I already paid $100 for delivery that hasnt happened yet!The topper is that I have company coming in for the holidays and my furniture probably wont be here to accommodate. Had I known this on November 1st, I would have made different choices. As a repeat customer, I have to say Ive always loved West Elms style and furniture quality, but to wait nearly two months (or more) to get their products makes it nearly impossible for me to want to continue to buy from them.

Super rude, 0 customer service skills. Everyone acts like they are doing a favor for you. The manager is the worst I dont know how shes still there. I was there with my special needs daughter and I saw her talking about us to her associate. Very hurtful and inappropriate, especially after all the furniture I have bought here. Im a manager of an establishment and would never ever treat people the way I was treated here on every single occasion.

I will go back!! Lovely upscale items and helpful staff.

The staff is always super friendly.

Clean store with friendly staff. Only issue is the nearly complete lack of parking. Also, i wish the store was bigger so i could see more furniture offerings.

Aloof staff, a little too hip. Really cool mid-century furnishings, comfortable, well built, and moderate prices.

Wonderful shop... Matthew the lead decorator is da bomb...ijs

Cool unique furniture and accessories.

Awesome furniture!

Good shopping.

Very helpful

Nice stuff, super $$$$

Nice furnishings

Soso