Was not acknowledged in any way in this store. At least 5 employees present. Will never return. Will spend my money elsewhere. Too many other lovely options in the area.

Rudest people I have ever dealt with have bought anything from. Mentioned the store hours 20 times. Very snotty and short when asked questions. Dirty looks. Kept mentioning the website.

Came in to purchase rugs. Found some on clearance and was helped by truly kind, patient customer service reps. Both were women and were kind both times I came. They didn’t bat an eye and were always courteous.Truly surprised to see other customers with poor experiences. Many are online, so might not be right to ding this location.

Beautiful, modern items to decorate my home. Thank you for requiring a mask and following the science. Will shop here again.

Was told our couch was in stock when we purchased end of April. It was supposed to be delivered in a week. It’s been a month and none of the materials have been delivered. No one has updated me on my order. I called customer service and the woman said I have to talk to a warehouse to see if my material is there.. it’s like I have to research where my couch is and tell West Elm where my order is when it should be the opposite. I hope that the “white glove service” kicks in some time soon... That’s what you get for spending $4k.

Horrible customer service. Purchased a sofa and chair. Received notification the items were in their local warehouse but despite our attempts to get the items delivered, almost four weeks was the next available delivery time. On that date, only the sofa showed up. We called the store, they said they would look into it and let us know. Over a week passed with no return call. We called again. Martin apologized and said someone would get back with us. We waited three days. No one called. We called again and Martin again apologized and said he was getting daily emails about it but no resolution in sight. At this point we have been waiting over 6 weeks since we were notified both items were in their warehouse waiting for delivery. We told Martin he had 24 hours to get the missing item to us or we would put the sofa in our driveway and dispute the charge with our credit card company. Martin said he understood but requested that I CALL HIM if we decided to do that. Whatever happened to them calling us to see if the missing item was delivered? This is a company that doesnt deserve to be in business

West Elm in general is a nightmare to work with. Not this location per say. The customer service line at west elm is under trained and not flexible. I ordered over $800 worth of wedding decor for my business and the shipping and quantity has gotten lost and mixed up.

Surprised to read all these bad reviews. Had a great experience with Robert yesterday who helped my wife and I find new bedding. He was very helpful and asked us multiple times if he could do anything else to help us.

Mask required ...so I left this over priced hell hole .

My son requested a blanket from the West Elm website as a Christmas present. The product details said, item in stock ready to ship. Order now for delivery Jan. 16-20. Didnt make sense so called customer service. The representative said, I wish they would fix that. It is misleading. This item is on back order. Not good policy to have incorrect information on the website. Also complained that the discount codes didnt work. The reason was that items that have to be ordered dont qualify for discount or free shipping. So Im willing to wait a month and a half for a product but I must pay full price and for shipping. Not a happy customer. Rep then said I should sign up for their emails and I would get a special coupon I could use. Got coupon, didnt work either. Called customer service again. Asked to speak to a Supervisor. Said none were available. Very poor customer service. I read numerous negative reviews about their products and poor delivery services. I am adding their poor customer service as another reason not to shop with this company. Very disappointing for a company owned by Williams Sonoma.

Mass merchandised. Blah. Not engaging at all.

I’ve never received such awful customer service anywhere! Don’t shop here!!! Bobby “helped” us and he was rude and snarky and passive aggressive. He gave us an attitude of he knows better. Was not caring or considerate. Made me feel like I was wasting his time with my questions.I love west elm but I won’t be going back because of him. Gunna try and give the other location a shot first.is this really how you represent a company? Management should be embarrassed. I’ll be reaching out to corporate.

Let me start by saying my problem is not with my local store, but with corporate customer service and policy. I have never had such a dreadful quality and customer-service experience in my life than I have had at West Elm. The sofa I ordered literally started coming apart in under a year of purchasing it (I believe they recalled it, eventually). I returned it. I was told I would get a refund. It has been nine months that I have been struggling to get a refund for that sofa. New human beings come into the world in the time its taken West Elm to be an epic fail on giving me my money back. Ive spent hours on the phones with a variety of customer service agents, who are, to be honest, very friendly; however, theyre incompetent. No refund via my credit card, as promised. No refund via check, as promised. Nothing. They gave me the run-around and have, at this point, stolen my money. I would absolutely NOT recommend West Elm.

Not a huge selection and over the years the quality has really taken a hit. This store in particular had nobody to be found and the one person that was there was texting on his phone. Otherwise the location is good.

Absolutely one of my worst shopping experiences ever. It literally took 1.5 hours to purchase 2 lights. The sales associate had no idea how to work their computer system. We had to order the light so we told her at least 5 times that we wanted to pick it up from the store, because our home address is 1500 miles away in Louisiana, and we wouldnt be there for months. Of course she placed the order and had it sent to our home address in Louisiana. She immediately tried to cancel the order with their corporate customer service, with no success. We had to fight with their customer service for 45 mins to try and change the address or cancel the order because their sales associate messed up, and still no success. They said they would call us back later that day, and no call back. This morning we get a notice that the light is being delivered to Louisiana.Accidents happen, but because they would not even consider correcting their error, theyve lost 2 long time shoppers in all of their stores. Ive never seen a worse demonstration of customer service.

Went in to get help with starting a wedding registry and talked with three different employees. Each one seemed irritated by a customer asking for assistance and instructed me to “just download the app” without any further instruction. This location needs a firm talking to and some lessons in customer service from corporate! Yikes.

Ordered furniture, it arrived months later.One of the (not-inexpensive) chairs was broken on arrival. Many phone calls later, many broken promises, many hours wasted and still no resolution. Im actually writing this review while on hold for over an hour waiting for a service representative.The terrible service of West Elm has really tainted our new furniture purchase.Do not buy from them.

Simply disappointed. To prevent a wasted trip, I called ahead to the store to find out if they had a particular item number in stock.After being promised they had 2 of these items by Juana, I requested one be placed on hold for me (as the store is 30 miles away my home.)When I arrived to the store, they did not have any of the correct items. 2 different drapes in 2 different styles and not one set. Beyond frustrated and disappointed as this way needed for the opening of my studio.I was not even accommodated for the inconvenience and now will not have the product in time. I will be following up with corporate on this extremely poor quality customer service.

Unbelievably bad experience! Ordered a bed, waited 3 months for it to arrive. Was never notified that it back ordered for another 3 month (6 months for a bed!?).... Called customer service for options, all they would do is cancel the order. No apology, no compensation or discount on other bed options. p.s. had to wait on hold for over 40 minutes just to get customer service on the phone only to tell me they couldnt help me. The worst, never again! West Elm should be ashamed. Customers are the reason youre in business, you should take care of them!

Be careful when signing up for “their” credit card. They don’t accept payments In store and tell you to call or go online to make a payment. Making a payment over the phone cost $9. After making a payment and being validated by the automation system I get a letter in the mail saying payment didn’t process and was slapped with a $30 return fee. Talked to a customer support lady and she said it was my fault for not entering correct Info... of course. Asked to be transferred to a manager been on hold for the past 30 minutes. Lost a customer for $30.

I have an obsession with West Elm, most of my Home is decorated in West Elm. However i usually buy online because i found this store does not like to help its customers. I recently bought a bed and wanted to go get more bedding from west elm because they have such cute comforters. I walked in and am looking at the different bedding, one person came up to me i described what i wanted and what the situation was and she said ok let me know if i can help you, i was dumbfounded. I pulled comforters off the shelf looking for sizes and no one came to ask me how i was doing. I’m not happy with this west elm. They lost out on my sale and i spent $600 at pottery barn that day on bedding.

Theyve made great strides to compete with Restortaion Hardware, pricing has stayed on the higher end but the quality is well worth it!

I ordered my Vegan white chair in January....West Elm has given me 2 updates.....now it will not be delivered until May. Had I known....I would have never purchased this item. I can’t reach customer service.

Very nice bedding Linens. Have bought for my guest room.

Cutest furniture, great customer service!

The store is always clean and the staff is always courteous and willing to help. I highly recommend checking this place out if you are looking for unique items for your home.

The initial person i spoke with Juana misspelled last name on the order even though i spelled it out for her. should come as no surprise following shipping manager Martin had no idea what i was calling about every time i needed an update. i get a message within 8 days of order saying everything was good and they would let me know when chair arrived. fast forward to today and once again Martin has no idea what im calling about or the status of the chair. This took 15 minutes of me waiting on hold then he abruptly transferred me to someone without saying anything. So im forced to call back and still waiting on hold 7 minutes later to get a refund.... in closing if you enjoy incompetence and waiting on hold pull the trigger and order something online from her. Final update the chair has been there for 5 days and no one called me since Martin was out. Great communication. I cancelled the order.

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.

Terrible customer service. They tell you different things over the phone and feel ok wasting your time. They also act like theyre better than you are. No thank you.

Very modern and fun to walk around and look at furniture.

Great store. Fabulous clearance prices.

Great Customer Service! Love the location.

Great store, helpful staff.

The store has poor customer service June 1 we purchased a table a week later I called to get a status and they told me someone will get back to me with the status. On June 21 and I still havent received the table. The table was a floor model I didnt understand why its taking this long to ship it out.

We recently purchased a canopy bed and two night stands from this location. We wanted to order some bedding for it so I called yesterday to order over phone and Charlene was very nice and helpful. I purchased a king duvet cover, 2 king shams, and a decorative pillow. I noticed the next morning that I was charged 2 times. I dont know if it was the employee or their system that caused the error so I went into with no blame or anger. I know mistakes happen, its all good. So I called this morning to explain the situation and the employee told me to email him the confirmation email i got for the correct amount and i said i could send a screen shot of my bank account being charged twice. I sent it and 3 hours later called back to get an update. A different employee said he was working on it. I said ok and if there could be a receipt waiting for us when we come to pick up nightstands later, she said ok. My boyfriend gets there and the mananger named Christine says I have to call customer service or she can but was very rude and didnt listen to me. She told my boyfriend ok we will credit you the 17 dollars. He said no she was charged twice. I spoke to her on phone when he was there and she was very rude to him and I. We have spent a lot of money here and simple good customer service attitude would be expected. We will never purchase from here again. We will go back to Crate and Barrel. We wanted to give West Elm a try and we did and so far we are not impressed with the poor service and help we have received. Charlene is great! The manager needs to train her employees to be more patient when listening to customers issues so they know how to help the customer and do it in a professional and polite manner. And practice it herself.

Awful, horrible, .... company! Don’t recommend them at all.

Nice stuff, 1/3 the prices of crate&barrel

Customer service at this place sucks have messed up a $20000 order multiple times misd delivery dates and do not return phone calls product is great store location sucks

Love love this place mid century

Clean, pleasant place

Love this store

Nice furniture

Parking difficult at this mall. Limited space. Staff was average

A little of everything