west elm

Olivia Delaney _{on Google}

Mar 20th, 2024

Bought a sofa through the store that came "highly recommended" but wore out in less than 6 months. I was initially told when purchasing that "customer support for this order would be through the folks at this store" but that was not actually the case. My case with the remote customer support team was closed with no communication and the note was to "fluff the pillows". The issue is much more serious than that. I am a brand loyal customer who has bought three sofas, a full size dining table, chandelier, coffee table, end tables and countless decor items but the lack of resolution or communication on this has me weary to purchase anything significant from West Elm in the future.

Clairisa Wagner _{on Google}

Mar 1st, 2024

Security guard harassed us for wearing masks.

Anthony Smith _{on Google}

Dec 7th, 2023

Awful customer service. Would not order from them for furniture again.

Alex Schilling _{on Google}

Nov 26th, 2023

Would give zero stars if possible. We spent several thousand dollars here and the furniture started to wear out within a year. I called customer service and was told since it had been more than a year (12 months and 2 weeks) since delivery date there is nothing they can do.
I spent hours on the phone with customer service and was disconnected multiple times before getting this answer and being told to seek a third party upholstering company. What a waste of money