west elm

Lack of communication during order delays. No follow-up calls, even when noted on my order. Had to cancel and took over a week to get refunded. Do not give these folks your email address. Spam central.
Oct 15th, 2023

Aug 15th, 2023

Your delivery will not come on time, if at all, and it might be the wrong item, and if it is, it'll take forever for them to come get it.
Jul 2nd, 2023

I want to preface with the fact that the people who work at this location are lovely. The issue that has me utterly unwilling to purchase from West Elm (or any of their other brands) ever again is with everything that happens after you place a delivery at the store. We ordered our living room console and shelves (matching set) through this location in November. There were a bunch of delays which was to be expected with the holidays. Finally delivery day comes only 1/3 pieces were delivered. The rest scheduled the next week. 7am that morning I get a call that part of one of the pieces is broken. Then they deliver only HALF of one of the two remaining pieces. No explanation just that the other not broken ones got separated at the warehouse. At this point Im sick of the delivery people tracking salt and dirt through my house and having to move meetings around on my schedule. So I ask them to hold the shipment until all the pieces are ready. That day finally comes a month later and sure enough 7am morning call that one of the pieces that they claimed had been in that warehouse for month is now broken now set for a March delivery. I have tried calling customer service and they offered me nothing for my time (and the fact that I think I know all the Boston warehouse people by name now from all the times Ive called to project manage this insanity) other than once everything arrives to that I can call to ask to waive shipping, I dont even know if things will arrive. I dont know what to do, I have half of a matching modular living room console setup I ordered months ago. We almost bought a couch here and I am SO HAPPY we bought local from Youngs Furniture instead because it showed up right on time and undamaged with no extra labor from me.
Feb 13th, 2024

I agree with the reviews below. Ive had nothing but trouble with my order and I regret the day I walked into the shop. Long long delivery time, then it was the wrong item. I declined the replacement order, again because of terribly long delivery time, and I was charged anyway. I still trying to sort that out. That said, Piper at this location has been very helpful trying to troubleshoot. Do not even bother to call any of the Pottery Barn/West Elm/Williams Sonoma help lines. Utterly useless. Call the store directly for help. I actually feel sorry for the employees. This cant be easy on them either. Update: Ill have to pay for a bookcase I no longer want, and wait until November for a refund when/if its finally shipped correctly. I ordered the bookcase in March. Im utterly disgusted and will never shop at West Elm again.
Aug 23rd, 2023