Staff in store were fine, this is more a critique of West Elm in general. This is the first time Ive purchased something large (size-wise) with them and safe to say it will be the last. We chose West Elm because they had decent shipping times on their website. The estimated delivery time was a 5 day date range about a week after we ordered. It was given to us when they knew full well what our address was. When I called to schedule our delivery, I was basically told why would I think that would be the delivery date? Its still listed on the website above our order so perhaps that is why. She said it would definitely be at least 3 more weeks until they arrived to PR and then Id have to schedule our delivery after that so she couldnt even give me an estimated timeframe. Order from someone reliable - we will be next time.

I was unattended and blatantly ignored. Someone else walked in behind me and was immediately greeted and welcomed. Despite that, I continued to shop, no one helped or acknowledged me (many staff members were free and could have offered me help yet they didn’t.) I’m sure they did not think I belonged in the store. As a successful business woman, I never and would never treat my customers this way. I left and spent my money elsewhere. This store, staff and management needs major assessment. Do not recommend.

Should be Zero stars! Atrocious and clueless customer service. I purchased $11,000 worth of furniture. Their website has said it was ready for delivery, when I called it wasn’t but soon. I called back 2 weeks later, when more of the order was ready for delivery. It was company was not able to tell me where is was in their system, if it had actually been shipped, when it would actually be ready for delivery. I. The mean time the charged my credit card the day of the order and had the gall to tell me their policy was to charge when items shipped. Just a Thor West Elm Lie. Buy elsewhere.

Tried to buy a table ornament but staff advised item had to be ordered and wait for shipment to arrive. Almost all items are ordered at this storein Plaza Las Americas in Puerto Rico per staff.

Great selection super service!

Very helpful and attentive staff willing to answer any questions and go through their variety of products and explain them in full detail.

Purchased a whole set for an office plus a chair in November 2020, still waiting for it in April 2021. They keep moving delivery dates without notice or an option to cancel purchase. Dont fall for it! No follow up, no notice.

The best place in PR

Drop by to pick up chairs I bought yesterday. It took less than fifteen minutes to have them delivered in my car. Excellent service!!Employees are very amicable and helpful, especially Brenda.

Horrible ServiceI placed an order by phone directly to the local store in Puerto Rico back on Sept 5th. They never sent an online invoice but since the purchase was charged to my credit card I was fine. But on oct 5th I received another charge to my credit card and when I contacted the store they said that the item was shipped and that they charge when the item is shipped, not before that, when I indicated that I already paid for the item back on September and that they were charging for it again, they did not believe it and insistes that I was wrong and did not care, just asked me to contact Customer Service in USA.I inquire again for my invoice and the lady at the local store said that it was sent. I asked her to check it, because I never received an invoice.When I contacted Customer Service in USA, what they finally said is that they were charging for a duplicate item $789, because I bought it twice and at the end of the day they will refund because they ran out of inventory.So they charged me on September and again on October for items that will never arrive.When I contacted the localstore back a nice gentleman checkmy account again and he find a typo in my email(that’s why I never received an invoice) and he found that the items were suspended.So thanks to West Elm I waste 3 hours today, trying to find out why theycharged me twice and working with my card asking for a disputefor the September and October charges for items that will never arrive.

Worst customet service ever  a representative was rude when asked for help and just never responded to my question.

Nice store, nice people, just dont ever order anything that isnt in stock. Back in September 2017 we spent over $12k in this store, ordering furniture for a remodel. Most of the pieces were not in stock, and so they were ordered. Six weeks, they said. Maximum eight. As of this writing (Jan 28, 2019), we are missing a dining room table, and a dining room chair that had to be returned as it arrived broken. The store personnel tell you to call West Elm directly. The West Elm customer service number has no idea when anything might arrive. Our table was charged on December 9, which to them, means it was shipped. Meanwhile, nobody knows when it may arrive. If you read this, its simple. If its in stock, in the store, and you like it, buy it. If they suggest ordering it, do NOT make that mistake. Their logistics are not set up for Puerto Rico.

I waited about 3.5 months for a mirror to be delivered; the store said 4-6 weeks. No coordination between store and ordering service. Once ordered you notice the change in customer service quality. Do not buy items that are on final sale seems those are junk they want to dispose of without loosing money. Do not reward them for selling you their broken items. Take your time to inspect your item, the manager is very good at rushing you while inspecting what you are buying. Merchandise pick up at the store, the wait time is at least 1 hr while you stand outside the store OUTDOORS! Some employees try really hard, the manager is an @##%%. The various buying experiences with W Elm encouraged me to search more with the local furniture stores and go further inland to search for home items.

Nice furniture, looking for ideas...

These people expected me to pay $35.00 for an overpriced item to be shipped TO THEIR STORE!!! Not even to my house. ARE YOU KIDDING ME 😆. Last night, July 26, 2019. I told the manager I was not paying that. He preferred to lose the sale over $35.00. After reading the reviews I’m glad he did.

WORST CUSTOMER SERVICE I have ever experienced. This store needs a mayor turnaround, new sales team and especially a new MANAGER. When you need to ask twice for a quote of furniture, is as if this store does not want to make MONEY.

Chic, elegant, with unique items. A little pricey, but some specials are available, esp off season.

Love shopping here, have shopped here for years

My ordering experience has been very bad. I ordered some items for delivery to Puerto Rico. One item showed up missing key parts and had to be returned. Per the delivery contractor, all containers from the Pottery Barn/West Elm company end up having 30--50% of orders only being partially delivered. For my other items, Ive had to make repeated calls for delivery timeframes because the website information in unclear. I also spend an average of 20 minute son hold (currently writing this review while on hold for 22:03, 4, 5...). The furniture is nice, but the service and delivery process is very disjointed with this company. They clearly need technology system and customer service call center integration/training. Seems to me that they are likely losing millions of dollars in repeat purchases and brand reputation from how poorly these areas perform. I will not be a future customer.

Terrible customer service. Only cashier kept working on computer with back to check out counter, had to ask Mario to stop working on computer w co-worker and check me out.Unacceptable service.

Beautiful things way over priced and not always of good quality. Glad I went to the store to see and feel things, not just online.

Love the Store. Very vintage

Excellent home and decor store, quality service, quality products

Best place, I love it.

Unique and Classy

Expensive..but good selections

Expensive

Expensive

👎🏿

Nice place

Great choices

Shopping!

Furniture store

The place is beautiful and meets the standards of CoVid19.Its staff is very attentive and communicative, they can easily guide you in your concerns. Being in Plaza las Américas, parking is very easy and marked. A spacious tent comfortable to walk on and very well lit

No one preached me.

I have been waiting for a carpet purchase since October 8, 2020, the day of the purchase, the employee who attended me told me 4-6 weeks. January 7, 2021 and my carpet still does not arrive. Its amazing that they dont even follow up on their orders. Their customer service is lousy. I DO NOT RECOMMEND THEM at all. And to top it off they dont answer the phone. The worst service I have ever had in my life.

Since October I have bought a sofa, which they told me they would deliver on December 23, today we are February 6 and I am still using the sofa. Every time I call the store they give me a different excuse. I do not recommend that anyone buy something that they do not have in stock at the store. The service is terrible but to charge they do it in advance.

On November 8, 2020, we purchased a lamp that would take 4-6 weeks to arrive due to the COVID “situation”. As of today, February 3, 2021, I dont know where he is. To top it all, we called the store today to check the status of my order and the clerk rudely instructed us to call the carrier and check status. When we indicated that this was not our responsibility, that it was West Elm, the employee said okay, I called and he hung up on us! WORST customer service there is!

I went to do some vanilla shopping and I informed the cashier if it was possible that they would keep what I bought at the end of my visit to the mall and if it was possible that they would take it to the car because I am pregnant and it was impossible and risky for me to carry all that weight, to which she replied very kindly that yes, what I had to do was go for the pick-up part, present my receipt and thats it. At 6pm, when I finished my tour, I went to the pick-up area and when I didnt receive a response, I decided to call the store. An employee replied that the pick-up had closed at 5:30 pm, I notified her that they had not given me that information and that if it was possible that they could take what I already bought since I am pregnant and could not carry that load, at the She tells me that she should speak to the manager to ask. After waiting for approximately 8 minutes on the phone, I hang up and decide to call again and this time another employee tells me that what happens is that the pick-up did not operate on Mondays. I proceed to basically beg them to provide me with the service I deserve, even more so being in the state in which I am, and this employee, quite rude and with very little sense of customer service, notifies me that the manager Amanda Fuentes did not authorize that the delivery be made to me because the warehouse was closed. They could not find any alternative to comply with their customer service and with the duty to make the reasonable accommodation that by law and common sense I deserve, to deliver the merchandise to the car, simply and simply because they did not want to. So I proceeded to get out of the car to get my money back, at which point I preceded how another client was being done the favor of taking a box to her car. It goes without saying that manager Amanda Fuentes and her employees on duty should take a RUSH course in customer service and take human empathy classes. Your service is lousy and even worse is the rudeness of you and your employees.

Hi! I love west elm it is my style and so I have my house with its furniture products etc, but I have to share that customer service is always the worst !! As the employees ignore you, I asked an employee for help to help me with a matching of cushions for my furniture and it took a while although I understood that I was busy but my wait was disappointing the employee did not know how to help me in choosing my cushions although she tried, I I felt that she was bothering since I did not feel an interest in her apart that I saw her with very little knowledge, I ended up disappointed and I left without my cushions and also very sad for the treatment. I even wanted to speak with a manager to discuss my experience but did not take action. I hope this can help to improve, I work customer service and in my company we are evaluated by mystery shoppes and we are always very high in customer service. So this day 7/25/2020 in the morning of west elm in plaza las Americas I felt like a mystery shopper. Thank you!!

They have the worst service to. CUSTOMER Ive seen in my life. If you think you are going to buy something and you take it with you but it does not look good in your house and you will be able to move it and your money will be returned. FORGET IT. Even the United States Managers are the worst. Here in PR they do not help you and send you to the general telephone lines and there they send you from one place to another as a ball and until you get tired and leave it.I had a year and a half!

It is an ideal place to get different things and very good taste.

Very nice store but incomparable. I go in and cant find.

THEY HAVE BEAUTIFUL TO DECORATE, A LITTLE CAROBUT DISTINCTIVE, DO NOT SEE IT ANY OTHER PLACE.

West elm is a store that presents you with novel alternatives that blow your imagination, I suggest you increase special offers.The best suggestions are if it is not in stock ... Forget

Located in Plaza Las Américas, they have a variety of furniture and household items. It is not very economical, but all products are of high quality. Some dates have seasonal offers, where you should take advantage of discounts.

Three months waiting for a mirror and two small lamps and they cannot explain exactly when the merchandise will arrive, they indicate that they are going to call back and they do not return anything. Terrible service.

I want my whole house from this store ...

Very bad delivry service !!! 9 days for a table ...

They sell furniture but they are not the most sought after by my family ...

Nice curiosities for home.

Quality furniture and badges