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west elm
678 Post Rd, Scarsdale, NY 10583, United States
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west elm

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Tr
Review №1

Very nice items but staff could care less about selling you anything. What happened to the hustlers? Those who want to make a business money? I was ready to go in and buy a few items but nobody came to me and asked if I needed help.I went in the late afternoon and I was very upset because none of the staff even looked my way. I think the management team needs to speak to their employees about being more friendly and wanting to sell or else I can see this business collapsing very quickly due to terrible customer service. Sad that nobody wants to work anymore after this pandemic. It’s also sad that such a beautiful place like West Elm has staff that doesn’t even want to be there.

Je
Review №2

This West Elm location was just amazing. Beautiful furniture but most important great staff. So helpful and organized. The manager Marisa went above and beyond for me to get my hands on all the pieces that I wanted. She had to source them from multiple locations and was happy to do it! I highly recommend this store location!

Ru
Review №3

Most staff don’t even care when you walk in. The attitude is aweful. I was requesting one person to help me looking at a rug, he asked me to wait and I waited for 20 minutes. I also one time bought a in stock rug and it was dirty and broken. Can’t believe they put these kind of stuff for sale. I ordered over 3k from one lady and she didn’t even care say hi the next time I walked in for something else. If you have choice, do not go to this store.

Ce
Review №4

Love this place. Bought all my furniture from West elm. This location is very nice and the staff is very pleasant and helpful.

L
Review №5

DO NOT SHOP AT WEST ELMI purposely went in-store to order my sofa, so I could measure what I was ordering and save any issues.4 weeks after ordering my Sofa the wrong size arrived, sent in error by West Elm.This issue was resolved leaving me without a sofa for another 4 weeks.. the correct sofa eventually arrives and we notice West Elm had not added the gift card we used on our original order onto the corrected order.I have phoned 7 times in 2 months and been promised on 7 different occasions that I would be refunded the amount owed, I have still received nothing.This is absolutely disgusting customer service,I will be telling everyone I can about this incident and do my best to save people the trouble I have experienced.ANYONE READING THIS PLEASE VISIT WEST ELMS TWITTER PAGE, HUNDREDS OF POSTS EVERYDAY FROM UNSATISFIED CUSTOMERS.

El
Review №6

I like their designs but they have the Worst customer service. Not just this store, the actual customer service department and online. They give you false information and they go back on their word!Example. I ordered 3 glass light fixtures for pick up. When I got there - there was only 2. They had to order me another. They made me pay for shipping- after I specifically ordered 3 and drove to pick up. I have other customer service issues at least 2 more.I now alway try to buy from someone else!!

Gu
Review №7

Great products, we recieved our lamps quickly. The associate who helped up was a little pushy and we almost didnt make the purchase, had it not been because my wife really liked the lamps we would have left. Product quality is very high but the training of the staff could be fine tuned.

Ka
Review №8

Gorgeous online items, but everything is always back ordered. They will give you a fake delivery date when you order, and then send a delivery update pushing it back month after month. I am currently waiting for a couch and I might just cancel. I had ordered wallpaper, waited 5 months, when it finally came it was the wrong color! Ugh! Very frustrating

Jo
Review №9

Limited stock. They have logistics problems

G
Review №10

Great place to shop pricey but excellent quality

Sa
Review №11

West Elm has the worst possible customer service! Future buyers BEWARE! I ordered a small desk that was delivered by UPS to my home. I assembled the desk and realized that the drawer has a small scratch in the front and that the set is missing a flat washer needed to complete assembly. I called West Elm FIVE times! The reps stated that there are no replacement parts for this desk. The only option is to ship another desk to me. I would then have to open the box and replace the parts that I need (flat washer and the drawer). I would then have to tape up the box and drop the 80 pound box at a UPS store to ship back! The local west elm store refused to facilitate in getting the replacement parts that I need! West Elm prides itself on being environmentally friendly and yet were willing to ship a second desk rather than shipping a replacement drawer and washer. West Elm does not care about customer service or the environment!

Je
Review №12

Ordered a couch in July and still havent gotten it delivered. Dont waste your time here if you need something soon. Not worth it.

Al
Review №13

What a great store! Purchased a sturdy wood outdoor set and many fun and functional kitchen items. Super sweet staff and the store is such a fun shop. Love popping in for presents on the fly. Highly recommended! Stop in, you’ll love it!

Ge
Review №14

If I could rate them Zero Stars I would. Incompetent staff. They were dishonest with delivery date and shipped items when a request was made for a later date since I would be available to accept packages. Do not shop here! Highway Robbery in progress.

Gr
Review №15

West Elm products are beautiful, but the quality is just ok. The store is set up nicely and the employees are great. Its better to visit this store in off times because it can sometimes get busy. The location is awesome and there is plenty of parking. Wait for the 20% off discounts, they have them often.

Bu
Review №16

Worst costumer service ever! I called the costumer service to check when will I get my replacement and I found out the replaced it with the same item that I’m returning! For god sake why would I return the item in the first place! Above that when I called they transferred 3 times and I have to explain to each one of them what was there mistake! And why would I replace the item with the same old one! Until I asked for the manager store and he told me no one will help you with your attitude well I have been on the phone for an hour and transferred to three people and explain there mistake of order, how would they expect me to react! I could’ve went to second hand shop and they would have better customer service! It at the end the store manager help me after along struggle with customer service!With all this money I’m spending at least west elm needs to investment in better customer service and this is the last time I would buy from you guys! It was a mistake!

Vi
Review №17

Incompetent staff. I tried to return a simple item and the cashier did not tell me he was putting my refund on a gift card instead of my original form of payment as requested and as policy allows. Headquarters customer service is no better and I will be still waiting for a simple refund for 3 weeks. Do not waste time or energy at this store to be dissatisfied with your product and service

Jo
Review №18

Very dismissive staff. I went into this store to return an item 40 mins before closing and the women made sure to let me know that they’re closing soon in an snark way to try to get me to leave. I told her I was just returning an item and she told her coworker she had an exchange going his way to make sure I don’t look around.I asked if they had anymore black vases to which she replied “umm no oh wait uh do we? Uh yea no I’ve been here all day and we don’t have any downstairs so..” so I went ahead and looked myself and low and behold black vases. Now I don’t know if it’s a race thing or the way we were dressed. But y’all really need to change your attitude and the way you prejudge people walking into the store as you made us feel very uncomfortable. Will NEVER set foot in this establishment again.

Pa
Review №19

Maria is great! She helped me designing my floor plan and had great suggestions for my new 1-bedroom apartment. I will definitely be back!

Da
Review №20

Well merchandised furniture and home accessories store. Everything from lamps to bedding and reasonably priced chairs. Currently the store had a 20-30% off sale going on and had substantial floor traffic.

Jo
Review №21

The staff at this location is beyond amazing! So helpful, and love what they do. They built such rapport with me, I think I might have made a few new friends. I’ve been to other West Elm’s in the city, and they are great as well, just something special here at the Scarsdale location.

Li
Review №22

It never fails that I have a negative experience when I go into this particular store. I like West Elm merchandise and am a frequent patron of sister stores like Pottery Barn and Williams Sonoma I also live around the corner in Scarsdale and believe in supporting my local retailers. So I go in now and again. But each time I am treated so dismissively and arrogantly that I vow never to go back. Right now I’m in the parking lot fuming having been so treated again.This time I really think I won’t ever go back.

Al
Review №23

Very attentive staff.

Na
Review №24

Bridal registrants beware. Very poor customer service in West Elm and its parent store Williams-Sonoma. If a gift is bought on line and you bring it back to the store, you have to wait for them to send you a gift card for the returned item. You cannot exchange the item immediately in the store. They expect you to pay out of pocket, even though you are bringing back one of their items to exchange. Customer service said you can bring the receipt back into the store for a refund, once you get the gift card. So tell me, who has the time for that!

Ky
Review №25

Worst experience happening right now. Purchased king-sized Logan bed frame which was delivered last Wednesday, 11/30. We live in a one bedroom NYC apartment, so in preparation, we got rid of our old bed frame and moved all of our other bedroom items/furniture into our living room to allow room to set up the new frame. Well, they didnt bring the correct pieces. Wait for it...so they just left this huge frame in parts and boxes all over our apartment. We have been forced to sleep on a mattress on the floor shoved between it all. To make things worse, our bedroom items/furniture remain in our living room because there is no space in the bedroom. We cant even sit on our couch! They are now saying the parts wont be available till 12/19! Called numerous times for them to help us out. They said someone would come to pick up the frame today, 12/2, but when we called to confirm a time, they said we are not even on the schedule! This is unacceptable. Now we even have to cancel our holiday party for tonight! Yes, this is a BIG emotional rant, but I am devastated. We spent too much money to receive this type of treatment. I dont know what to do, but document everything.

D
Review №26

Requested help several times and was pretty much ignored. The store was empty and there were about 6 salespeople, yet they were too busy to assist me. I asked if I could get some swatches and salesperson pointed to the swatch area. They couldnt be bothered. Purchased my couch elsewhere. I rarely write reviews, but this was bad.

Al
Review №27

Back in early May my wife and I picked out a couch and two chairs at this west elm. All had to be custom made due to the fabrics we picked in store. The actual store and people who work in this location have been great, but West Elms corporate customer service and logistics are absolutely horrible. If you like the things you see in the store enjoy it, but dont order anything custom for delivery, because it may never show up. The two chairs we ordered came on the specified date. They look nice. Our couch on the other hand has not been delivered, and West Elm doesnt know where it is. It is now August. Still no couch in sight, and nothing from customer service, except were looking into it. They offered us 30% off once they find and actually deliver the couch. We will use the rest of our design dollars on things we can get IN the store and NEVER shop with West Elm, its parent company Williams Sonoma, or any of its associated companies (Pottery Barn) ever again.

Re
Review №28

Was there to place a relatively large order. Staff unfamiliar with product line. Tried working with 2 people. Just said the carved headboard not in store. (Even though other samples from the line were in full view!) Had I not pursued and looked over salespersons shoulder he would not be able to find and didnt seem to care to make the sale or not. Finally thought I had placed order for 2 twin beds but order didnt go thru. Salesman said he would follow up but never heard from him again. I called twice even spoke with manager Karen. She basically said sorry, salesperson was the only one who could handle it. And we wonder why stores go out of business! Dont waste your time unless you are trying to buy something off the floor.

Gr
Review №29

The store where I found a couch. And I looked in many places. It wasnt the price I ws looking for and it was little above our budget, but we got the exact thing we were looking for. Worth checking out the store.

Ch
Review №30

I see a few comments concerning the lousy customer service at this West Elm location. I must say they are 100% accurate. The staff never greeted me upon entering the store, and when two staff members met my gaze as I looked around for assistance, they carried on with whatever they were doing. They are aloof and inattentive at this location. I was going to purchase a few items, but after that experience with the staff, and the vibe that I received upon entering, I just left empty handed.

Ro
Review №31

Worst sales folks, worst customer service, bad furniture quality. Bought a table and I was told it was in stock for deliverable within 5 days. Table was damaged so I refused delivery. I was told it would then take 2+ weeks for replacement. Next table was better but not anywhere near the display color.I was interest in two chairs. Was told there was a separate delivery charge + fee + waiting time. Instead drove to NJ store which had them in stock. After 2 hours of driving, came home to find out one chair was missing screws. Called store, was told someone would call me back, no call. Was told Scarsdale store had screws so drove to Scarsdale store and back, wrong screws. Was told to pick up new assembled chair at Scarsdale store, loaded chair in car drove to Scarsdale store and back again. Did I mention I needed a table and chairs for family event? Btw Salesperson emailed me few days after I left store, before I drove to NJ, to say theyd be willing to wave delivery surcharge, so if store had chair in stock to replace missing screws chair why not offer to sell on the spot. Dealing with phone folks just as bad. They played games with delivering damaged products while holding onto your money for almost a month. Refunds take 5-7 days.Have had bad experiences with chipped mirror and discolored side tables in the past. Purchased in store had to load back into car and drive back to return. Thought this was a fluke, but its the norm with their furniture. Purchased dresser and night tables, all are chipping and discoloring. Cheap cheap cheap.Store personnel are awful. Often walk away and run to pick up phone to help other customers so they can try to maximize commission. If you call they try to push for a hold deposit on furniture, so they can lock in commission should you decide to stop by to purchase.Not enough time to describe all the bad experiences and frustration. Will never purchase any furniture from West Elm. Will gladly pay more money to keep sanity and avoid frustration.

Je
Review №32

Excellent service. Very good quality furniture.

Su
Review №33

Really cool stuff. It was hard to get salesperson to help you.

Ha
Review №34

I cannot state my experience in store as I called the Eastchester location by phone.Questions about a Duvet Cover, on sale, that I put in my basket to order.The girl who answered the phone could not have been more helpful, letting me know that I should wait a few more months for a better selection of covers and although I had it in my basket, the order would probably be unfilled as they are completely out of stock.She thanked me for calling WE, and to have a great day. Simple, helpful, and knew the merchandice.

Lo
Review №35

Bought a beautiful tray for my ottoman with the help of a wonderful manager. Very pleased!!!!!

Su
Review №36

Great stuff to decorate your home absolutely beautiful

Jo
Review №37

Very well put together store. This place has a good feel to it and good deals. We found a couch right away after looking at quite a few places.

Pr
Review №38

Great experience. Winter helped me during the majority of my transaction. She was very knowledgeable and offered useful suggestions.

Su
Review №39

I have bought furniture from this store, people working there are very helpful.

La
Review №40

Where does a person begin to rate this terrible Scarsdale location! The sales people run around like chickens with their heads cut off. They make you feel unwelcome, and you cannot ask a question. The manager Marisa was rude and sarcastic. Go somewhere else to get service the way it should be!

Ed
Review №41

Very disappointed at this store I walking at 8:20 and their closing hours are 9:00 pm I wanted to return something that I order online. The sore was empty and after their employe saw me getting out of my car in their parking lot she run to close the door on my face saying it was close because the corporate just call them to close and registers were off which was totally ridiculous. Really bad customer experience when you had to spend thousands of dollars with them before. Def not coming back here.

Jo
Review №42

If there was an option for zero stars, I would select that. The design service and management team was horrific. Everything ordered was miss measured and did not fit in my space. Dont expect them to provide adequate customer service and correct their mistakes either. I STRONGLY DO NOT RECOMMEND THIS LOCATION!!!!!! Lets just say, they are a disservice and there are too many bad experiences to list in this post.

An
Review №43

Poor service at this location. (Marginally better at the Paramus location.) Waited for sales person for more than half an hour, received only in 2 minutes promises repeatedly and I finally gave up and walked out.

Ma
Review №44

A nice selection of furniture. Should be considered when you are comparing multiple places to shop.

Yu
Review №45

Worst customer service. very rude and arrogant. I asked one of the floor staffs to help me to get a stuff on the shelf but she refused to help saying that’s not what I am looking for. I stepped on the shelf and it turned out what I wanted.I assume they are on a commission basis and show you very negative attitude if you decide not to get anything.Cannot believe the store manager is not taking seriously about comments here on bad customer service.

Ch
Review №46

I have been to the store for several times. Nobody ever says hello to me entering the store. First I thought it was the style. Some shops do that so customers do not feel being interrupted. However, after a while, I have noticed the staff welcomes other people who come to the store. I am not fierce looking or acting mean. I asked another Asian friend. She said she never got a hello or welcome from the staff either. I hope this is really me thinking too much.

H.
Review №47

Most staff here have no idea what theyre doing. Im really happy with my dining room table from them though, no issues with delivery or assembly in westchester

Ke
Review №48

#goodservice #memorialdaysale #discount we were sceptical about service due to previous reviews but we were helped really well by Stephanie who also helped us make some design decisions.

Da
Review №49

Dont waste your time. Half of the stuff they show is out of stock, the help is rude and they act like they dont even want to be there.

Mi
Review №50

Large selection of lovely furniture and accessories for small spaces.

Am
Review №51

UPDATE:After posting my criticism here and on FB, I received some help but that did not last very long. Despite the store managers promise that the unauthorized $134 transaction would not be disputed with the credit card company, I learned today that the West Elm corporate office indicated that this was a verified transaction. Please do not shop at this store unless you want to end up dealing with months of back & forth over fraudulent transactions.ORIGINAL:I have never received such poor customer service or had a retail experience go so horribly wrong that I felt it necessary to take the dramatic step of posting about it online. Unfortunately, that changed the minute I made my first purchase from the West Elm store in Scarsdale, NY. The store manager has been unable (or unwilling) to address the issues Ive encountered (failure to process an $800 return & an unauthorized $134 transaction). While I love the bed I ultimately ended up with, I highly doubt I would ever purchase another item from this particular store and would strongly advise any friends, family or colleagues against patronizing this business.

El
Review №52

Believe the reviews! They’re all true. The worst customer service.

MK
Review №53

Terrible customer service. Absolutely dont open up a credit card here. Deliveries take for ever and are impossible to cancel.

Jo
Review №54

Helpful staff, well laid out store. There are usually coupons available, so be wary about paying full price.

Di
Review №55

Beautiful items and good service by a designer

Jo
Review №56

Customer service sucks...everyone has an attitude.

St
Review №57

Went to this location for 3 items. None were in Stock. But they had plenty of $40 candles!

Jo
Review №58

Beautiful furniture and home decor!

Pa
Review №59

Not good

Ye
Review №60

Their quality has gone down hill tremendously. I bought a $399 end table that once opened, I honestly wouldn’t pay $100 for it. A scratch, not quality material. All around awful.

RE
Review №61

Awful - dont waste your time.

Je
Review №62

Walked in: no greeting. Walked around: no greeting. Plenty of help: still no greeting. Trash location: forever.

Da
Review №63

Absolutely beautiful!

ra
Review №64

Terrible customer service.

An
Review №65

They dont have a lot of furniture, more decorative items

El
Review №66

Great staff

Ve
Review №67

Beautiful furniture

Ea
Review №68

Avrage

Information
100 Photos
68 Comments
3.2 Rating
  • Address:678 Post Rd, Scarsdale, NY 10583, United States
  • Site:https://westelm.com/stores/us/ny/scarsdale-at-vernon-hills/
  • Phone:+1 914-725-3861
Categories
  • Carpet store
  • Bedroom furniture store
  • Furniture store
  • Lighting store
  • Window treatment store
Working hours
  • Monday:11AM–7PM
  • Tuesday:11AM–7PM
  • Wednesday:12–6PM
  • Thursday:11AM–6PM
  • Friday:11AM–6PM
  • Saturday:11AM–6PM
  • Sunday:Closed
Service options
  • Curbside pickup:Yes
  • In-store pickup:Yes
Accessibility
  • Wheelchair accessible entrance:Yes
Planning
  • Quick visit:Yes
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