We love this store. Its not terribly far from our own neighbourhood in Arcadia, and everything they have in the store is beautiful. There is a heavy emphasis on mid-century modern and its all very beautiful with lots of different choices. You can also order online but beware some of the shipping times can be several weeks in the future. Friendly staff members who are very knowledgeable.

West Elm is so awesome. Quality of products is amazing. I got my dining chairs from here in beige and the stain resistant fabric is surprisingly superior to Arhaus.The delivery was also so smooth and the wait was short.Every time I go in to the store everyone is so helpful and nice.Highly recommend. Will be coming back.

I received a gift and attempted to exchange for another product. I did not have the receipt from my 70 year old mother that made the purchase. The associate would not let me exchange my item. After speaking with the online customer service team, they were shocked no one at the store would help. After spending thousands of dollars with this brand, I am very disappointed with the lack of customer service. (Item is still in stock at not marked down online).

I’m giving two stars just for this reason. Any other time it would be five stars...When you google WEST ELM and it says you are open holiday hours on Easter till 5p. You expect the store to be open. Instead you get to the store and there’s a sign that says you are closed today and will reopen tomorrow Monday. It may be a good idea to adjust your website to display you are closed, rather than being “open”. Frustrating and disappointed that website not updated.

Great textiles, a variety of modern rugs, table linens and such. Fun accessories for my MCM home. But wasnt thrilled with the furniture quality.

Tried to order an item for pickup. The website was extremely difficult to work with and despite offering pickup I saw no options for it. They wanted to charge me a $20 handling fee for a set of sheets. I decided to go in store. It was out of stock in the color I wanted. Was offered to get ship to store, but they still wanted to charge me $20. They said I can wait a few weeks and hope to catch the next shipment of the item at the store across two towns within a few weeks. Gave no clear date. They clearly are not pressed for your business because they are not looking for solutions, and are happy letting their customers run around town betting theyre so in need of their products that theyll waste multiple trips and dozens of miles and time to hopefully be blessed with their products. Not sure how long theyll withstand as a brick and mortar in the long run when theyre so unhelpful and difficult to buy from. Even if I bought online and paid the premiumhandling fee it wouldnt come for two weeks anyway.

Beautiful furniture and excellent service

Furniture is nice. They simply expect you to wait months to be able to receive. Seems not a very well managed company!

Bought $500 worth of dishes here. Have many chips and the handles fall off the cups. Sometimes they have unique gifts.

Fun store but pricey. Dakota was super helpful.

Great experience! Sara was super helpful in helping my husband and I try out different fabric swatches on the model of couch that we want to order, and helping us decide on the perfect dimensions. Then she printed out the info for us so we wouldn’t forget what we wanted!

The two staff members were not really interested in helping, or hadn’t been trained. The electronic music was so loud I couldn’t hear what they were saying, especially behind the masks. I’m glad they were masked, but it was difficult to compete with the music. I asked him to turn it down, and he may have lowered it 3-5 decibels, not enough to make a difference. I had the impression that I was unwelcome- I was the only customer in the store at that time.They didn’t seem to be able to answer any questions about the furniture and expected me to choose colors from their computer- which was facing her and not me. She did seem to be trying, but had no clue how to actually be helpful. Or perhaps didn’t know her merchandise.I had the impression, from the music and the attitude, that this store was aimed at younger people, rather than the over 40 set. Perhaps they would have treated them better.

This place is one of my happy places in Phoenix. The West Elm team is so friendly and helpful. I’ve worked with James for a few years now to pick out furniture and decorations for my home. Highly recommend to come by here and they always have a random sale section where you can find things you didn’t know you needed but make your home better!

I walked in the store for the first time and not a sole said hello, do you need any help. Wouldnt go back there again. It doesnt hurt to be nice or helpful. Guess Im old school.

Excellent customer service at this location

I like this store a lot, but they are kind of expensive.

Extremely rude staff and horrible customer service. Female manager on duty and tall male employee were very caddy and extremely unwilling to help me find an item they didn’t have in stock. They also mocked me behind my back as I left. For their prices, you’d expect better service. Shop elsewhere.

Fabulous home decor and furnture

Waited 2 months for my my kitchen table, bench and chairs to be delivered because they were back ordered. I knew this when I placed the order. However, the bench was just delivered and the holes dont line up so I cant put it together!!!!!!!!! I called customer service and all they would do is refund my money OR send me a new bench. BUT the bench is still on back order and will take 2 months!!!!!!!!! Horrible customer service with a cheap quality product. If the table comes the same way, I will return everything

Friendly and attentive staff when needed. Otherwise let me browse - perfect balance of customer awareness. Love the products too.

Look- I haven’t a damn clue why it’s called ‘West Elm’. It’s baffling. As far as I know, the company originated in the eastern part of North America. As far as I know- Elm trees and/or Elm wood is used only barely if at all in West Elm products. So I’m sitting here straining my brain- is the name referencing some obscure line by Steinbeck or possibly Milton? I don’t think so, but maybe I need to reread East of Eden.Now- what I would like to add here is this: West Elm, with its cryptic name of dubious origin notwithstanding, is actually a pretty good place. And I am referring to the Phoenix store on Camelback specifically. The employees are nice. If you go up to them and ask for assistance they will help you. They carry decent product. Their showroom is clean and meticulously staged. Overall, it’s a good place to pick up some furniture after brunch on a Sunday.I just wish I knew why they call it the ‘West Elm’

Stuff was friendly and helped us with the many questions we had. 👍

West Elm is a neat place to shop for gifts and they have an excellent and friendly staff. We found some great gifts for traveling family.

Love this store its so inviting & they have absolutely beautiful items at reasonable prices. They have a wide variety of items for your home. It was my first time there & I will definitely be going back.

Nice selection. But nothing is solid wood

Sara is the best and is our go to west elm rep. She always gets us the best deals and helps us so much. Thanks Sara! You’re the best.

I had a scheduled shopping appt for sunday, they did not let me know the store was going to close up for the day, wasted trip, but manager reached out today to me to apologize and offered me a discount next time, once they open back again, thank you !

Amazing ideas for the home

I love this store. Beautiful pillows, kitchen ware, furniture, lamps, and rugs. Great place for gifts. They have a GORGEOUS map of Arizona right now that is very unique. James was really patient, helpful, and quick. I came in at 6:30 pm on a monday night, 30 mins before closing. I bought over $400 of things. I was carrying around an arm load of stuff and James quickly came to my rescue and took it from me to store behind the counter while I shopped. I kept dropping things off at the counter and he sorted everything. Then before checking out I wanted to go through it again to make sure I wanted everything. He had sorted the non-refundable clearance stuff to one side and regular returnable items to another, that was helpful. He was really patient and worked quickly. One of my pet peeves is when people take FOREVER to wrap/bag things. This was not James. He knew what he was doing. Also, after I had run my credit card i noticed i had forgotten to buy something and so I had to cancel and start over. James was so cool about it and within 3 seconds I was done. He didnt miss a beat. Really appreciated him. Great experience!

We spent over an hour at West Elm today trying to buy dishware and silverware. The people helping us not only lacked knowledge of their products (we were told they didnt make a certain product but we found it online seconds later), but took no ownership over the questions we asked or the issues we were having (we were trying to mix and match a certain set of dishes). We got to the register and they could not figure out how to ring up our silverware. No apologies, no smile, no friendliness. We were so frustrated by this point that we walked out without completing our $500+ purchase. Terrible experience.

Two of my friends have been recommending me to check out West Elm in general, but especially since my husband and I have been searching for a 6-8 person table and they both purchased their tables from West Elm.Walking into the store, my wife and I immediately fell in love with the decor and we were greeted promptly. The colors matched our home and the style was exactly what we were looking for. Good news, we even found a dining room table and chairs that would fit our house. Unfortunately, our excitement soon dissipated. We had a few questions for the staff, most of them were unable to be answered. Regardless of the unanswered questions, we wanted to purchase the dining room table, a bench and four chairs, finding out that we could take three chairs today, the table would have to be ordered online, one chair would have to be shipped to the store from another location plus we would be charged a $30-$40 shipping fee and the bench had to come from another distribution center. What a crazy, inefficient and frustrating experience! Frustrated by the lack of knowledge on products, pricing and the way to get our furniture, my wife and I left the store without the beautiful set.After rethinking our decision, I returned to this location a couple of hours later, hoping my experience would be better. I will say, the gentleman that helped me was super sweet and truly cared about every customer that walked into that store! Sadly, West Elm’s processes are broken and truly cause an unpleasant customer experience. While I ordered the dining room table, the bench and four of the same chairs, I had to pay four separate transactions. The poor guy that helped me and I had to use two cash registers (on opposite sides of the store) and the four orders will all arrive on different days. In addition, I was charged $129 for shipping on the table which I was not told about the first time I was in the store. I was also notified that I shouldn’t call the distribution center asking about my table because they’ve had customers complain about the lack of customer service and you can’t get answers you need. To finish the poor experience off, we were told to pull around to the back of the store to pick up our chairs. When we arrived, nobody answered the service bells and we had to call the store for someone to bring out our chairs.I have to say, my wife and I are unbelievably disappointed in this store and are seriously concerned our table, bench and one chair will not arrive in time for Christmas Eve dinner. I was truly hoping for a great experience with how my friends raved about West Elm, but instead there was a lack of knowledge, infuriating processes and had to pay more than what we were originally told. I don’t know that I will ever return to this store and really hope that these broken processes are fixed. Not only do the customers get irritated, but the employees have to go through inefficient processes to help their customers.

Love this store and wish I could buy everything in it!

Girl stay behind the counter never come up to help you worst place no service

This store should be out of business! I ordered a table on November 2nd, scheduled to come between November 26th and December 10th. Its now the 13th and called customer service telling me now the table isnt coming until February? Well now I have to run out a week before Christmas an get a different table. They didnt even call and tell me or email me that it was going to be late. I had to call, sit on hold with customer service. AND all they do is say sorry. Not offer you anything for the inconvenience.

If I could give a ZERO star review here, I would. This review isnt for this specific store, but just West Elm as a company in general.We ordered over $3,000 worth of items during the Labor Day Sale, also opening a West Elm credit card to get double the rewards. Instead of purchasing online (and being subject to the ridiculous 10% of your order total shipping cost) we decided to go and purchase smaller items in the store, and then order the larger furniture directly from the store.One of the store managers helped us complete our order for the furniture and explained they would all ship Flat-rate in one order. We were told All your items all look like they are ready to ship out in a few days! This was on a Wednesday night. Given that were about to go into a long holiday weekend, we figured our items would probably ship out later the following week. The order confirmation email we received also showed that all the items would be “Ready to Ship” by the end of the next week. “Great, we’ll have our furniture in about two weeks” we naively thought….Over two weeks later, we had not received any communication regarding the status of our order. We logged in online to see that everything was still marked “Ready to Ship” within the timeframe noted on our original order (although clearly that window of time had passed) but the order had not shipped yet. I called the store directly and talked to a manager who informed me that one of items in our was “delayed” and therefore, the entire order was delayed, because it was shipping Flat-rate and all items had to be delivered in one order. I asked if they would be able to ship our items that were ready, and then send along the delayed item by itself later on. I was told that “that’s not how Flat-rate shipping works”. The manager also said they could not doing anything to compensate us until we had actually accepted delivery of the items.Unhappy with this response, we contacted customer service, who agreed, after we explained how we were now well outside the estimated delivery timeframe for flat rate orders, to refund our shipping costs immediately, which made us feel a little better. We received an email the following day – FINALLY – to schedule our delivery. The next available delivery date was a week out. Not ideal, but we thought that would be that and we’d finally get our furniture….. NOPE.Less 36 hours before our furniture was scheduled to be delivered (I already taken the day off work to ensure I would be home), I get an email saying that the delivery is CANCELLED. Uhm… EXCUSE ME?!I called the number in the email only to be told that for some reason our items “didn’t make it on the truck” to the distribution center and we would have to wait ANOTHER WEEK until they could be delivered. Apparently, this was the “next earliest available date”. ARE YOU KIDDING ME?!? It would now be an entire month from when we ordered our items till when they actually are delivered.On top of all of this, when our furniture finally arrive, we discovered the dresser we had ordered had a broken leg. The delivery personnel were going to LEAVE THE BROKEN DRESSER in our apartment and come back for it later. We raised a fuss, (why on earth would we want a broken dresser in our apartment?!) and made them take it back to the truck - there was no way we were going to accept delivery of something that was broken. Now we have to deal with the hassle of either getting our money refunded, or waiting for a replacement to arrive.I cannot begin to express my level of irritation and disappointment with West Elm. I have never dealt with a company that is so incompetent and disorganized, all while charging you an arm and leg for their products and shipping costs! By contrast, we ordered our bed online from Macy’s, and had it delivered in FOUR BUSINESS DAYS for NO CHARGE.This is our first order from West Elm, and it will be our last. Absolutely terrible customer experience from start to finish.

POS people had my Wife detained after she parked in ten min parking, and took longer than 10 mins.She them moved her car to a different spot in front of West Elm and honked her horn at the Manger of West elm for acting like a spoiled lil baby that had his suxer taking away. Only to have him call the cops and try to have her arrested..FYI one of her family members had committed suicide night before .She got the news right before she headed to work that morning. Side note they dont even open till 9...and for anyone that cant do math thats four hours before they even open the doors or have a client 😡...shame shame shame SMH..

Very nice

West Elm - 2 (Al Capone Style), Customer - 0Nothing short of criminal on part two of West Elm Review. (The first was regarding their inadequacy on scheduling, delivery, and customer service.) Up-to-date, we will be looking at reporting West Elm to the Better Business Bureau after our recent visit to the Phoenix store, realizing we’ve virtually been swindled out of THOUSOUNDS of dollars by West Elm. Here’s the skinny:•We made a large 16-piece furniture order on June 17th – we were able to put 1/3 of the purchase on our West Elm Credit Card (we signed up for the points), and since we met our maximum on the card, we paid for almost 2/3 on my personal debit card (signing up for Key Rewards also). This is called a “split order,” because we did one large order, under one bulk $250 shipping fee, and split the order between two different cards.•Come to find out, the part we paid out with my debit card went towards a “gift card” without my knowledge. Let’s clarify this again—I paid by phone, and was buying furniture, not a gift card. The sales associate did NOT notify me that my purchase was transferred to a gift card during this time. His reasoning was to keep the order as one and save a second ($250) shipping fee.•When we recently went to the store to return some of the chairs we had received on the order, we found out that 2/3 of our order had been purchased through this “gift card,” meaning we cannot get any real refunds. If you’re following this—it means that West Elm locked us into thousands of dollars to THEIR store without our knowledge or consent. Our money is essentially bound to the “gift card” we had no knowledge of purchasing. This is fraudulent.•Not only did we find out our money was locked into a “gift card”, we also could not do a straight forward exchange on the chairs, our only option to get new chairs was to pay out of pocket again, despite all of the “rewards,” “points,” and event money we should have for an exchange. Here’s the breakdown:EXCHANGE: West Elm doesn’t do exchanges, they credit the money back on whatever card you use, which takes a few days. In our case, they could not track where the money would actually go—to our West Elm credit card, or this mysterious “gift card” they implemented without consent. Nevertheless, the money we spent is unable to go back into my bank account thus far.CREDT CARD “POINTS”: We were not completely informed that the “earn $25 for every $250 spent” comes in the form of coupons you receive in the mail. This means that you cannot go to West Elm and use the credit card to track and redeem your points. You have to go through ANOTHER hoop and receive these “reward dollars” in the mail. With our experience, they won’t ever come—trust me.KEY REWARDS: We signed up for the Key Rewards the last week of June, and three weeks later, still no reward points/dollars. The sales associate said, “It can take up to 30-days, and knowing this company, it will take the full 30-days.”So let’s review: We are unable to get a legitimate debit card/bank refund on the thousands of dollars we spent at West Elm, it is put on a gift card that can only be spent at West Elm. We cannot exchange any items, but have to wait for the funds to go back to either our W.E. credit card or “gift card” (which they are unsure where it will go). We cannot use our Credit Card Reward dollars because we have to look for those in the mail. We cannot use our Key Rewards dollars, because supposedly three-weeks is too soon for them to “kick-in.”Overall, this is the WORSE experience I have ever had in purchasing anything, and the issues don’t’ seem to stop. We hope that no other customer has to go through this kind of experience at this corporate store again. I did have West Elm’s social media representative reach out and offer to be a point person, I have sent her an updated email, and will see if there is any resolve to this fraudulent issue. At this point, we will be sending back our order and starting again with a reputable local furniture company.

Beautiful furniture priced well

Excellent Chicago deep dish pizza, one piece is filling!!

Love this store.

Walked in to see some couches and the floor employee was rude and snobby, he could care less about making a sale on 3,000$ sofas. He thought he was Madonna. I’ll take my money else where

Manipulative and dishonest customer service. Be warned. Will never shop here again.

Way over priced

Love this store

Great product

Great store

Very knowledgeable staff and great customer service 👍 thanks for your help 🙏 and very nice experience and a great selection of very nice home furniture

So build 😂😂😂😂😂