The staff was so helpful & accommodating and the store had a beautiful layout. I was able to find the item I went there for in under 15 minutes. The staff also shared helpful tips for future holiday gifts.

The worst delivery experience I have encountered.I ordered a dining table and four chairs, with in-home delivery. The chairs were sent via UPS, not assembled, and with no explanation despite paying $250 for in-home delivery. I live alone, and there are 7 pages of assembly instructions requiring two people. I have no way of doing this, and am left with a living room like a furniture warehouse.On the other hand, the dining table, which was ready 10 days ago, and I had asked the customer service to wait and schedule an appointment for all items together is yet to arrive. I cannot find a way to schedule anything on the website, and on the phone I can not find a way to talk to a human being. I have received no response to my email.If I could give zero stars I would.

Thus far, weve had nothing but a good experience working with west elm. The store associate we worked with was knowledgeable, professional, and personable, and really helped us choose the best option for our apartment. Our furniture wont arrive for a while, but well eagerly await it! The store itself was clean and well-organized.

Customer service was super here! All of the sales associates were helpful, but not pushy. They were also pleasant (happy). After we returned home from our shopping, I realize that I left my daughters hat there. I called and the woman who answered the phone said she would mail it to me. I was incredibly impressed with their customer service. I would definitely return to this store!

I was wary of buying from this store based on some of the reviews here; however, after a year of searching for the right sectional, I found the perfect one for me at West Elm. I received good service from the store. The sales person was very clear that my sectional - which I bought in November for a nice discount - would not arrive until early January. As promised, I got calls and emails from the delivery department the second week of January and was able to schedule a date that worked for me. The two delivery guys were amazing - they had to maneuver their big truck down a narrow alley to get to the loading dock. They were professional and efficient and out of my apartment in less than 15 minutes. The sectional is exactly what I wanted and so comfortable.

I love the items in the store. Very stylish and very unique. 2 full floors of sofas, pillows, dishes, pot holders, baskets, wall decor and more. Easy to stay in store and look..sure to find an item for your home or gift for another.Cant really talk about customer service except to say no one acknowledged or ask me did I need help to find an item. I was on my own..succeed

Worst furniture shopping ever. We spent hours choosing a sofa, got a confirmation of the order and a few days later the purchase was cancelled because the sofa was no longer in stock even though it was in stock when we ordered. We asked for alternative solutions and nobody has come back to us three weeks later. We will definitely not shop again at this place.

Walked in to West Elm to purchase dinning room furniture, I was happy with the items. However, definitely not happy that I not only had to pay for a shipping charge ( given other stores like World Market don’t ) but they also have a SHIPPING SURCHARGE of $5. The way it was explained to me is the following: the dimensions of the item with the surcharge far exceeds the the negotiated delivery charge between West Elm and their delivery company (UPS). The sales associate said to me it’s transparency, but they either don’t really understand the definition of the word or they’re adding hidden fees to drive up profits. Don’t tell me a an item costs $xx, when it’s really $xx plus $5 and not explain why.

Junk products. We bought a set of 4 cereal bowls for $36 and they cracked after being in the dishwasher. They are supposedly dishwasher and microwave safe. I have $2 bowls from Ikea that are better quality than this. An absolute joke.

I will never, in my life, buy another piece of furniture from West Elm. Ive spent so much over the past few years with this company and every transaction gets worse and worse. Currently Im waiting for a $2k sofa to be delivered, that I bought months ago, and no one can seem to help me get this sofa delivered. Its currently waiting at their shipping company Fidelitone, the sofa was supposed to be delivered last week and they canceled the day of because they said its in their warehouse but they cant find it. Ive called them and West Elm every single day this week and they keep brushing me off. Its unbelievable! Every time I call they say they are still looking for it, I call West Elm and they tell me sorry, they cant even get a supervisor to call me back. This is by far one of the worst companies Ive ever done business with in my life. Should be absolutely ashamed of how you treat your customers.

If you are looking at purchasing furniture from West Elm, I suggest thinking twice. Due to covid and the major delays with furniture, my partner and I purchased the Zander sofa based upon the website photos, as no store with in 100 miles of DC have this sofa in the store. We decided to order it because we could get it within two weeks and West Elm has a 7 day return policy. When it was delivered, the delivery driver damaged the wood trying to get it in the elevator of my building. Then after sitting on it for one night, we decided we didnt like anything about the couch, the fabric color is nothing like the photos, the fabric feels plastic like outdoor furniture which also doesnt feel like the swatch provided in store.The next day I contacted West Elm Customer Service to return the couch. They processed on their end and said someone will contact me to schedule the pickup. Here we are a week later and 12 phone calls to West Elm and no one has been able to tell me why a pickup isnt scheduled. Ive been transferred to multiple scheduling departments and a third party vendor that told me West Elm still hasnt sent the pickup request.This is getting out of hand, plus as of today our new Joybird couch was delivered so I am sitting here with two couches in my 650 sq foot apartment. Unless you know that you will love a piece of furniture from West Elm do yourself a favor and go to Joybird, Room and Board or Crate and Barrel. This is a nightmare.

We went in last Sunday to look at sleeper sofas, but left decided solidly against buying one from West Elm. The person who “helped” us had zero information, and the more senior person who helped her did not even acknowledge us. We left knowing less than when we came in, and will continue our search elsewhere.

West Elm Corporation has many nice reviews, but they keep a number of customers happy and dont care about the rest. They just like to make money!

Go see Kimberly! She’s so helpful and extremely knowledgeable about the couches and furniture.

I wish West Elm offered more in the way of elegant/chic/sophisticated. It seems like it is inundated with MCM and boho. Not my favorite store as it is not that big, but there is enough inventory to get a sense of what is available. Online has more to offer, however it is hit or miss as to whether you will like the quality, fabric, etc. by the time that your merchandise arrives.

If we could give no stars we would. Orders placed during Labor Day Sale for a sofa and futon. Theyve LOST the sectional and futon. Orders placed again- Now one sofa is further delayed by an additional 3 weeks, which we find out the day it was supposed to be delivered, and the other one has been ACCIDENTALLY CANCELED! Delivery dates have come and gone. COUNTLESS hours on the phone. NO ACCESS to a manager. They dont let you talk to one, they put you on hold, come back, promise to fix the problem, and meanwhile 8 weeks of living in an apartment with nowhere to sit, and no one cares. Apathetic. staff. But they keep your money! And please dont blame COVID. We have all adjusted and continued to work since March. Why havent you?So disappointed and frustrated. Shame on you-RUN dont walk away from this company.

I have never been treated so disrespectfully by a company. My bed was delayed already once. OK, it can happen. Now it was supposed to be delivered by tomorrow and so far no news or notifications whatsoever. I called the customer service five times. Always being placed on hold, then the call either disconnects or I get hung up on. I finally manage to speak to someone from the furniture department. They do not know where the bed is. Big mystery... I have to fill in a track your order form that will take 3-5 business days to process. Meanwhile I am still sleeping on the floor... It is just not worth the money (these beds are not cheap), time or energy!

Neat store, and its kept cool to keep the customers comfortable. Friendly managers

Had a great experience getting items for my wedding here. Kimberly’s service was incredible.

I will never order from West Elm again! their delivery process is atrocious! I like their stuff but its just not worth the trouble.

Best furniture store by far! It is a little pricey but well worth the price. Staff is super friendly and helpful as well.

I purchased the Harmony Sofa couch from West Elm in 2018 and its already falling apart. Completely sagging in the middle and useless as a couch. Customer service said that their warranty is 1 year and after that youre on your own. Wouldnt recommend anyone buy from West Elm.

Erik is awesome

I really like West Elm. They offer a lot of style for the money. Nice contemporary design. Lots of fun and interesting items for your home. You can mix their stuff with much more expensive designer items and it blends in nicely. Their lighting selection is terrific, good quality and a good value. Their Rejuvenation lighting is amazingly high-quality for the price. Im an interior designer and was able to find a number of pieces at West Elm for my NY apartment. I highly recommend.

I ordered a sofa Nov 22, 2019 and it has been delayed 3 times. The current expected delivery date is Mar 2-16. This is insane!! I called the customer service line several times and they cant tell me anything about the current status. The communication the West Elm furniture department has with the manufacturers warehouse is horrible. They have no idea if the sofa has even been made. I would not recommend ordering furniture from West Elm unless you can wait 4 months or more for it! I would give them a 0 if I could!

Don’t bother calling customer service because they will always hang up on you. West Elm does not appreciate their customers. I was hung up on multiple times for just trying to ask why my furniture was delayed. My furniture delivery is late a month with no explanation or follow up.

West elm does not keep the promised delivery date. They are right now a month behind. Totally unacceptable way of doing business. On top of this misserable situation is the worst customer service that you can have when trying to accommodate a uncomfortable situation. I bough three harmony sofas 20 days ago and maybe if I am lucky it will arrive in two months. We careful with them if you are planning something and time is sensitive. They will not deliver in any aspect. Shame on West elm, never will buy there again.

Love having a box retail in the area

DO NOT ORDER FURNITURE from West Elm. Especially large expensive furniture.Trust me, the only people leaving great reviews did NOT actually buy large furniture from West Elm or just went window shopping. I wish I knew what I know now. Even their Facebook page is full of nothing but complaints.It has been a nightmare ordering furniture from West Elm. The status of my order has not changed since December 7th (the day I ordered). My delivery date was changed for the third time. I still don’t have my custom made sofa and probably won’t have it in March either.West Elm keeps conveniently blaming the vendor but I didn’t order from the vendor. I ordered from West Elm. I have nothing to do with their poorly structured business model. Additionally, there are multiple promises of follow up from West Elm representatives that are not met.If I knew my experience was going to be like this, I would’ve never stepped foot inside of West Elm to furnish my home. Never again.

The worst customer service. Couch was delayed 3 times. It’s been since May 25th, I still don’t have a couch. Now that the couch is ready to be delivered, the delivery company systems are down so we can’t schedule a delivery date. Manager offered me 5% off ($80 on a $2k couch) for my troubles. This company is a joke. I will not spend another dime on West Elm, it’s SO not worth the headache.

TERRIBLE CUSTOMER SERVICEPLEASE BE AWARE and THINK TWICE BEFORE BUYING FURNITURE FROM WEST ELM- We have purchased a West Elm sofa about 3 months ago. Purchasing process took more than 1 hour on phone. We could not use online purchasing option because they could not honor a coupon that we have. After the lengthy custom manufacturing process (due to a fabric selection) the sofa was ready to be delivered and we have scheduled a delivery time. To be honest, I had forgot that we bought a new sofa. Anyways, on the delivery day, delivery person called the WRONG NUMBER, (different number than we provided them during our order and delivery e-mail confirmation) and because of this error which is clearly caused by them, they cancelled our delivery. Now, their option is to reschedule the delivery for a delivery time! We called customer service and WEST ELM said there is nothing that they do about this situation. This is ridiculous! TERRIBLE EXPERIENCE OVERALL, definitely not worth it! Its been 3 months since we had completed our purchase but we still do not have the sofa!

Difficult to find help in the store and painful when you do. They are completely clueless. Felt as though I was checking in on a Spirit Airlines flight trying to pay for a sodding basket; over 20 minutes. Half of the products do not have a price tag on them and the quality is sub-par. Brand wont survive with this experience and product.

Very impressive because they host local artists to showcase their work in the store. Some of the items they carry are actual one of a kind pieces. Most of the home-decor is going to look and fit better in an apartment than a house. Its a great place to buy a gift too.

Every experience I’ve had ordering from west elm has been stressful and upsetting. I’ve ordered four pieces of furniture over a few years. Every time it has been more than a month late. When it has arrived, I’m one case the couch covers were missing and they had to send us an entirely new couch. We had to dispose of the incomplete one with difficulty. Now for a separate order I am still waiting for another piece that was supposed to arrive over a month ago. It’s been three months since we placed the order. We will never buy anything from west elm again. The folks in the store are nice, it’s the delivery and warehouse that I’m reviewing.

Fellow customers: please dont but at west elm. This is a scamy store, that promise something at the moment of purchase and then you get nothing of what you expected. When you complain, doesnt matter how much time you spend explaining the issue, they give you nothing as an answer and just ask you to call again later. Arlisa is the name of the supervisor that I had to interact with - all the conversation has been completely unacceptable. I will never buy anything here again.

I am giving this rating for the first 20 minutes of my visit where it was still fun. The last 55 minutes would get a much lower review.This stuff sure looks great in my house!

Buyers beware. They double charged me for furniture. I have spent 6 hours on the phone with their customer service to resolve the issue in vain. They treated me like I was an idiot. Never ever giving them business again.

I was incredibly hesitant about visiting this location after reading some of the negative Google Reviews here... Be that as it may, I decided to take a leap of faith and ventured in one day by myself. (-During the week). I met with one of the sales associate (-Ms. Tuesday. And, yes, thats her real name.) She was incredibly cool, helpful and positive towards me. I ended up buying three pieces of furnitures from the Industrial West Elm collection. On another occasion, I realized that, this time, I needed buy some decorative stuff to go with my gorgeous new west elm furnitures. So, I hold my breath, crossed my fingers and went there again. (-On Sunday.) Another lovely sales associate (Ms. Nicole) went above and beyond to help me pick up some decorative stuff, along with some pillows and vases. I also ended up buying a nice side table too. Both Ms. Nicole and the Store Manager (and another guy from the back) helped me loading up my all stuff to Uber cars trunk. So, I feel like I needed to come back here and write them a positive review, and tell you guys how my experience went with this store. Happy Shopping!

Pretty good size store to display a variety of products. Staff are friendly and helpful. The store also hosts workshops from time to time, which is nice.

Avoid at all costs. This is a review of the whole company but also for this location. After purchasing a new home I decided to make several purchases online and with this store. So far the only purchases that have gone smoothly are for small things that I didnt need to return like candles or blankets. Other than that its been a complete nightmare. Examples: Purchased a tripod side table - the quality was terrible since the legs wouldnt screw in all the way, the table was wobbly. Returned in store and instead of providing a refund to the credit card or even in the form of a gift card on the spot we had to wait for a gift card to be mailed to us. (seems like the wanted me to lose it). Ordered a bed frame and the shipment got delayed THEN delivery got delayed, the product was in the local warehouse but the delivery contractor couldnt make room for us even after multiple promises from West Elm corporate that they would see what they could do. Ordered a coffee table, delivery shipped out ahead of the scheduled time frame (while we were out of town over 4th of July), West Elm refused to help us with rescheduling delivery. Finally got table, it cracked upon assembly, another nightmare to return. Finally ordered a desk set, and then after the coffee table debacle decided to cancel. Only one part of our order was successfully cancelled and refunded, three months later we still have not been refunded for the other half and weve been charged late fees! Ive gone in and called the store directly about orders placed with them in-store and theyve been terribly rude and unhelpful. The floor salespeople have often had an attitude as well. Please do yourself a favor and avoid this location and entire company altogether, I know I will.

Staff was not welcoming at all. Two staff members stood conversing in front of a shelf and did not move when I made it clear I was interested in the items behind them. They completely ignored me. The store itself was fine which is why I rated it with 3 stars but I will not be going back to this location.

Went today to pick out things for my wedding registry. I was very disappointed of the costumer service this store has compared to other stores. There are too many people working there, but they are useless. They should learn from Crate and Barrel how to treat brides to be.

Very helpful and pleasant staff.

I cannot express how grateful I am to have shopped at West Elm in Logan Circle (vs. online). A few months after purchasing my Enzo recliner, it stopped working. I called West Elms 1-800 number thinking theyd send out a tech, and got the massive runaround, had to keep calling, was told to call back, the whole drill. It occurred to me to call the store where I purchased it, instead, and found an ANGEL named Stephanie (who happens to be the Logan Circle store manager). Stephanie took over the situation, looked up my records and assured me shed help me get it fixed. She called back when she said she would, emailed when she said she would and had the BEST attitude in trying to get it solved. She was thorough, kind, professional and I have a BRAND NEW recliner to show for it. I love West Elm products, and am grateful I went to a local store because the customer service is excellent - and certainly 100x better than the one you get online. Thank you, Stephanie and team Logan Circle!

Hey Koo, same thing happened to me. The store sales reps told me I would get 20% discount with the trade card. Its true that you can get the discount as long as you submitted the application on the same day (or before the purchase) even if you dont receive the membership card before the purchase. So, the sales reps were right. Stephanie, the store manager, was incorrect. When I called 1-800 number to get the discount, the customer service rep told me that they can apply the discount retrospectively if the store manager gives them a call. I called the store to ask to do that, but Stephanie, the store manager, refused to do that for no reason! She kept saying they cant apply the discount retrospectively while the special customer service rep from the headquarter says they can do it! The only thing they needed was a call from the store manager but Stephanie simply refused to do so! I was never so frustrated. I kept explainging it to her, but she still refused and she hung up the call! I was away for a business trip, so I couldnt do anything. I ended up disputing the charge as well, but I am trying to find a way to escalate this issue to higher level manager.

Do not purchase any from this store. I went there to purchase a $400 furniture. The sales reps at the store told me that we would get 20% discount if we open a business trade account since we run a design business. The sales rep placed an online order for us and told us to call back once we get the membership card so that they can apply the discount retropectively. But when we called them when we got the membership card, they said they cannot apply the discount retrospectively! We would NOT have purchased the product if we werent getting the discount. Meanwhile, weve used the product and they are not accepting the return. We ended up disputing the charge to the credit card, but it was so much hassle. I talked to the store manager Stephanie, and the talk was extremely unpleasant, frustrating and rude. She only kept saying that we shouldnt have purchased the product before we got the membership, and she didnt even apologize. I would NOT shop at this store again.

This store, like most west elm stores, is beautifully decorated and always brimming full of people. I appreciate that they feature some local vendors and products. Staff are always helpful and accommodating, even if some of the newer staff are still learning the ropes.

My husband and I have been in there twice to look at couches. One was on a weekend, full of crowds. We really didnt expect much services. The other time, we were in there on a Wednesday night where there are more staff than customer. We were in there for 30 minutes and never once greeted by a staff. When I made eye contact with one of the staff, she froze and turn around and WALK AWAY FROM ME. I have never had a staff walk away from me after making eye contact. I have been in the store for at least 30 minutes at this point. My husband and I still havent been greeted and it wasnt like we were busy body running all over the place. We were sitting on the couches and talking about the design. West Elm, please train your staff!

Impressively poor customer service. Buying furniture should not be a month long experience. Its like an air of superiority shopping here, like they dont really need your business. This isnt just for this location either, since the one in VA is just as bad. The furniture is decent quality although priced at a bit of a premium. This store is just a show room and very little is actually in stock. The agents dont really care to help ease any burden by their ridiculous product shipping timelines either. Buy on sale here, or avoid and give your business to a company that actually cares.

Quality is definitely there, and the design is fantastic. wait for it to go on sale. Kind of a pain as many products are longer lead items. This store is friendly and professional. Delivery on some items like sofas have the reputation of being a nightmare! So beware of that...

Very nice store. Not as big as some of the ones Ive been in, in VA but has a good selection of products.

Love this West Elm. Shop there regularly and have never had an issue.

Nice rug selection

I bought a side table last Sunday. The shop staff was bad organized and it took me 1 hour to try to buy it, discover that they have not it in stock and order it from one of the shop’s computer (from their website...). Then I discovered the following day that they charged me the shipping cost which is really strange because nobody mentioned it before and They ship because they have no stock... I called the shop and the person just said that there is a shipping cost for furniture and that they will repeat it to their sales’team (15’ for that)... I felt stupide. So I called the customer service which answer promptly to my request with understanding and a fair solution. So If you can avoid this store, try another one.

If youre into more old style furniture then west elm is for you. Also too many items makes it feel too crowded. Staff could be friendlier.

We recently had a problem with a West Elm loveseat purchased a year ago. Without going in to all of the details, I just want to say that West Elm went above and beyond to make things right. I thought it was a longshot even contacting them, but they worked with me to get our problem corrected. I am very pleased with their customer service, and plan to buy more from them in the future as I need furniture. On a side note, if you are planning to shop at a local branch of the store, the staff at the West Elm on 14th street is much better than the one at Tysons.

If you go, ask for Trey (James is his real name). He is FANTASIC.

Extremely disappointed in quality of the Chester Field leather sofa & customer service. Within 2 weeks of purchase, the tufted upholstery was pulling at the seams and one of the buttons popped off. I reported the issues to the staff, and they provided extremely poor customer service -- no refunds, no recommendations for repair services, etc.

Idk think I remember her name. I think it’s Karin but she was totally rude and I hope she is immediately removed from an very good store.

Good products, but staff was 50/50 very crotchety and very helpful.

Building is beautiful and the items they sell are top notch.

Very good furniture. The staff at this store were not as helpful as the Tyson store.

Nice little place. Check it out if you are in the DC area.

Dog friendly store with helpful staff and a large selection of goods available for purchase. Most of West elms furniture will need to be shipped but smaller items can be purchased in store.

Love window shopping here, chic and friendly staff

Although the staff at this location is very friendly and helpful, West Elm as a company is TERRIBLE. After making our purchase, weve had horrible experiences at every turn. For example, the Emerson table we ordered was not at all like the floor model in the store--even though all we changed was the color. After returning the table, we hadnt gotten a refund for almost a month and had to call to complain in order to get reimburse. Were still waiting for our money back.The delivery experience was also frustrating. West Elm is apparently owned by Williams-Sonoma, which also owns at least one other furniture company (I think Pottery Barn). If you happen to be ordering several pieces of furniture at once, dont expect any help from the company when you get a call or email about delivery. The email simply comes from Williams-Sonoma (regardless of which of their stores you order from) and cryptically just stats that your furniture is on its way without identifying what it is. I shouldnt have to conduct internet research just to figure out which pieces of furniture of arriving. If youve recently moved and have numerous things coming at once, this is pretty irritating.Even when the furniture arrives, its a bad experience. One of our deliveries was over an hour past the specified delivery window, and the team didnt even bother to call until they were already half an hour late. Do you have the luxury of waiting around all day/evening for furniture?I cant believe that a store that purports to compete with other upscale chains like Room & Board and Crate & Barrel would abuse its customers like this. Again, the in-store clerks are very helpful, but after you swipe your card, West Elm appears to take the attitude that you dont matter.Contrasting our experiences at West Elm with our experiences at Crate & Barrel (which has been wonderful), we wont be buying from (West Elm or any of Williams-Sonomas companies) again. Learn from our mistakes, and avoid this store.

Ive never been to a West Elm but they had very nice furniture and a very nice store to walk around and browse.

Great space. Huge store with a lot of floor displays of the furniture online.

Went in to exchange a gift but couldn’t complete the exchange because they have to mail you a gift card with the refund on it. Then we went back once we got the gift card - over a week later - and they didn’t stock the item we wanted. Super backwards process, double waste of time.

Terrible customer service. Didnt prevent us from buying a couch but be prepared...

Good location but staff is very unreliable and lazy

Terrible customer service, they didnt have the cover and the pillows available. So, they just told me to order it online.

Nice selection and fair pricing

Well kept store. Friendly staff

Friendly and very helpful employees at this location.

So much to choose from to furnish your home.

Pottery Barns low end division. Unhelpful staff and dirty furniture.

Love browsing around.

Service was horrible, employees leaning on the register in conversation and not attempting to engage customers.This is something I expect at Walmart not West Elm.

I like Weat Elm hut this one is just okay. Not a lot of inventory and they dont really go out of their way to help you find what you want.

They boarded up the windows!

Hit or miss furniture store with horrible parking..

Kind of boring stuff but hey! its DC.

High prices for stuff not on sale, look out for sales on line, fun to visit.

Why are there so many dogs in this store?

Wrong couch delivered, told we were getting the color we were guaranteed, 5 months later, no couch.

Really helpful staff

Nice but expensive

Standard West elm, maybe a bit smaller than normal

Great chairs!

Furniture stylish

Love!

Nice