Very positive experience!Tonns of good stuff they have esp in home decor.Ended up buying a plant and a vase.Definitely recommend.Reasonably priced items

Do not order from West Elm! They do not make their furniture like they use to. We purchased the Jensen round glass table and it scattered into piece about 2 months ago. I not hear from their third party claims department to resolve this issue in over a month. The level of customer service is not what it was in the past. I am so disappointed. Thank God my two little kids were not home when this happened.

Ordered a Harmony Sofa and it was delivered around the quoted time. However it was delivered without one of the legs. It has been four weeks and West Elm has done nothing. I have called and inquired about a replacement leg and they just send me to the delivery company they use who claims to not have the leg either. I finally get through to someone and they tell me I will have a leg delivered in 8 to 10 days and its now been 15 days and no leg. I called West Elm again to see about the delivery and the employee tells me their is no request for a new leg in the system. I have had it. Looks like I have ended up with the most expensive sofa/slide combo ever!

The store is conveniently located in my neighborhood. The store is very neat and organized and do have some nice things (good for basics). Ordered beautiful oversized curtain rods in polished chrome back in February and received in April. Went in to the store the next day for window treatments. The minute you walk in sales associates are walking back and forth across the sales floor no hello. The people who work at the register do not acknowledge customers because they are always on the phones. The I could care less attitude will bring this store to close. The customer service is awful and the attitude of not really wanting to help out customers or taking the time to look into inventory, stock or even ordering correctly online for you is atrocious. Please do not spend your money here, go next door at Pottery Barn where you are welcomed in right immediately and taken care of like you deserve to be. LP Mom.

I just bought my first condo and Im very excited to buy a new sofa for my new home. Ive always liked the style of West Elm furniture, and found a sofa online thats in my budget. I headed into the Lincoln Park location to see the sofa in person, and when I got there the customer service was terrible! 4 staff members dancing to Whitney Houston and finally one girl came to ask if I needed help. I told her I was interested in the Eddy Sofa and she looked on her little tablet and couldnt find it. She asked one of the guys if he knew more about the specific sofa, and his reply was....Nope! Dont have it! Someone probably didnt like something about it, and returned it, and now its sitting somewhere else, but its not here! Then he just rushed away. Dismissive and didnt offer any other help. I would expect a place like West Elm would have better customer service and had he said, Ya know, let me check for you. What else do you like? Let me show you something over here. But, I got nothing! The girl was still looking at her tablet and told me it wouldnt be ready until November, but my phone said it was in stock and ready to ship. Soooo, which is it? Nonetheless, Im never going to spend my money there. Far too many other options when it comes to furniture in Chicago.

I have been going into this West Elm location and working with Andrea. She is very patient and knowledgeable and helped me sort through every single dining room table to choose one that will work with the style of my condo and will hold up to my lifestyle. On the next visit she helped me track down the right accessories and rugs to finish the space up. She offered really helpful insights that helped me resolve some design challenges I was struggling with. I love my space now and it’s in no small part because of Andrea’s talent and patience. Everyone else working in the store that I encountered were very pleasant and seem to really enjoy being there. I opened a credit card with them and got free financing for a year as well as some credits toward future purchases. Overall a great experience.

Nicest west elm I’ve seen. lots of inventory tons of show space. You can see most items here

Dont go near this place. Things are beautiful, but customer service is the worst. We bought two beds and one mattress. We specifically chose colors and models that appeared as in stock and ready for delivery. Had to cancel one bed because it would actually not be available for two months. The other one, we are still trying to schedule delivery (one month and several phone calls later). Mattress was left folded in a box downstairs (we live in a fourth floor w/ no elevator). In sum, we paid $5,000, including a hefty white glove delivery fee to have to carry a heavy mattress upstairs on our own plus spend many hours fighting on the phone to get our stuff delivered. Worst experience ever. Just go to CB2, Ikea, anywhere else!!!!

Ugh. Will not ever go back. Maybe another location? Not sure. The sales people are like attack dogs. Also. When theres a obvious couch shortage due to supply/demand, puhleese do not tell me if you order with me I can make it come sooner. No you cant. Unless youre building me the couch, you cant just make a couch appear.

Good inventory and helpful staff. Make sure to check the clearance shelves because sometimes there are good finds!

BUYER BEWARE!! The customer service immediately devalues the product. Don’t be fooled by this company. Is their stuff beautiful, yes. Will you ever receive it, NO! Will you call and sit on hold for HOURS, yes!!! Ordered couch 4 months ago and still not here. Called 6 to 7 times only to be out in hold and told a different story every time. They have never offered any resolution or any compensation for the inconvenience. There is zero transparency. If you order tack on another 3 months. It possibly could be backordered and you’ll never receive a courtesy call. - sitting on floor for months...

Starting to turn to media as this seems to be my next only option. Anyone else have horrible customer service? Ordered a table in Nov. keeps being pushed out for delivery. We have called no less than 12 times trying to figure out where our furniture is. It is coming in two pieces. One has shipped. The other cant be found! 4 requests have been put to the hub with a promise of 48-72 hour turn around for response. Nothing each time!! Spoke to a MANAGER today with the promise of speaking to the hub manager and an email with their contact information. NOTHING! No contact email, no call back which was promised. Nothing from our numerous attempts at resolution and the fact that we as the client have to call this many times with still no correction. Everyone we have spoken to promises a response or call back and they never have! This will be the last time i order from them.

This review is specific to Andrea (a designer at this West Elm location) - Andrea was GREAT! From the first design she sent me it was very clear she listened to what I was thinking. I needed a lot of guidance and had trouble deciding what I wanted to put in my new home - Andrea was kind, patient, positive and extremely helpful. I am very thankful to have had her assistance. Not only was she great to work with, she has great taste! THANK YOU, Andrea!

Ordered a Dekalb leather sofa from this location. Staff were helpful and professional during the process. Patiently answered all my questions and assisted in filling the order. Delivery was very simple and easy. Product quality seems very high. Ill be back for future purchases- the styling is modern and appealing, and feels built to last.

Customers service is terribly lacking at this store. I felt like I was begging people to help me. I was looking for a sofa. I didn’t like any of the ones in the store. Was told there were others on line and I should look there. If they had taken a moment to show me options on line with the fabric samples they had in the store, they probably would have made a sale. Instead I will be shopping somewhere else.

Although I really enjoy the west elm designs, having bought several items from the company, I am not a fan of this store nor the customer service it provides. Even before the pandemic, the staff lacked customer service skills. With that said, today I walked in without any greeting (which seems to be the norm pre or post pandemic). After spending quite some time perusing, I noticed there was only one staff member on the floor (5 members were behind the counter ignoring customers). When I so gently approached the person to ask a question, the staff member seemed not only annoyed that I would ask a question, but made a big sigh in disbelief. Yikes. Who does that? Arent they there to provide a service or answer questions? I walked into several other furniture stores in the area today and was approached with a greeting and confirmation that they could assist me (Hay, Joy Bird, and EQ3).I warn those who choose to shop at this west elm store. You may have a slightly less comfortable shopping experience like I have SEVERAL TIMES.I hope a manager or someone higher up can train the staff members at this store in a way that is satisfactory. I have read many other reviews regarding customer service and feel this is something that should be addressed immediately, pandemic or not.

The Sales Associates at this location is not friendly. As a customer, I was completely disregarded and mislead on pricing. Not a good experience.

West Elm works with Ryder for furniture delivery and our experience with Ryder could not have been worse. Multiple delays, unprofessional moving team, and practically no customer service. Amy, at the store, however, acknowledged the issue and did her best to resolve it asap.

Good experience! Employees were attentive, clean store. Nikko was very helpful in assisting us in our fabric choices and purchasing a new couch

The worst delivery experiences I have ever had. I’ve been waiting for a banquette - ordered in September- to be ready by early December. Delivery was scheduled and confirmed twice with Ryder delivery company- both times no call no show. After hours spent with both companies customer service lines I arranged to pick up the items myself today to have by Christmas. I drove 30 minutes to the warehouse- guess what? They can’t find the packages! I have talked to at least 5 reps from west elm who have helped 0% and I was just expected to stay on the line for 30 minutes while this guy worked on a resolution. Why would you keep rescheduling a delivery of something you can’t find? All around horrible service!!!!

Ordered a couch. Literally has been delayed for delivery by two months with no reason why. Wouldn’t not shop here again

I would give it less stars if I could. I ordered a tv stand that was supposed to be delivered within 2 weeks (November 2020). They have rescheduled delivery for this item 3 times with no valid reasoning. Every time I call customer service the representatives are clueless and I’m on hold for at least 30 minutes, with no concluding resolution. The prices at West Elm for furniture and delivery are not cheap, yet they provide the worst customer care. I wouldn’t recommend shopping or ordering here.

Be careful when you order online. They don’t tell you things are back ordered on their website. It will give you a projected date of delivery... then they will email you days later saying the item is on back order for weeks to months.

Appalling, non-existent customer service at this store and with West Elm corporately. Was in the store yesterday with money to spend on a couple items for my new condo. (Ive purchased several WE products online the past year.)We were in the store for over a half hour intently shopping. There were 5-6 sales associates. Store was dead. No one asked if they could help or simply said hello. Staffers rushed past like you didnt exist. A staffer was fixing a bed in a back corner. He ignored us and literally huffed off when we tried to nicely ask a couple questions about the Penelope dresser and nightstand. It was surreal.To the manager and staff at this store: If you dont want to work, quit and let other hard-working folks in retail -- whove been out of work from the pandemic -- take your place!

If there was an option to put zero rating, I would. Terrible customer service and terrible quality of products. Never again!

The WORST customer service experience of my life. Ive ordered close to 10k in furniture, paid for all of it, and its nearly two months late. Ive called the 1-800 number and the store nearly every day for a month. No one is helpful and I was told by a store manager, Rachel, that I am being unreasonable bc I want a clear ETA on the furniture. They claim its been at the delivery center for a month, but Ive spoken to them and they say West Elm shipped the wrong items and then lied about it and havent shipped out replacements. STAY AWAY. Ive ordered furniture from CB2 recently and it was delivered on time with no issues. Go to them instead!!

We love these stores just not this one as much. Management makes a lot of difference in the product discounts, attitude towards the customer goes even further.

I love everything they have in the store, it usually is my go-to for home/furniture. I struggle however with the customer service on a lot of my orders. I ordered a rug and console table. The rug kept getting pushed back so I called customer service to cancel the rug. They ended up canceling the ENTIRE order which included the Console table. It now is on back order until January and they wouldn’t honor the sale price to reinstate the order. Really disappointed about the entire thing.

Store itself is fine but corporate customer service is poor at best, saying they cant provide any customer service since I made a retail purchase. Build quality of items were also poor.

Good signage to help with social distancing. Home Stylist Nikko Soto was the star of the store for us. He acknowledged the lengthy wait time of the item we had in mind, and offered alternatives. He was an intuitive and pleasant guide of fabric options for the recliner we ordered. He offered to check in on the manufacturing & shipping next steps and keep us informed about the timeline. Mr. Soto was immensely helpful, and our shopping experience was great because of him.

Went to purchase a couch and the customer service was awful. We will purchase out sofa elsewhere

They are crooks and have lousy customer service. I was given damaged merchandise and was supposed to get it replaced over a month ago. That has not happened yet. I called again and now am expected to spend my money to purchase boxes to return merchandise that was sent damages to me. What happened to customer service and quality control. Wow... Buyer beware...

Customer service horrible despite the 6 employees working. Ive been here on two occasions in the last month and its like they cant be bothered.

Unbelievable! I was so excited to order something from this place but was left disappointed along the way. I feel they robbed me of my money and there is nothing I can do about it.DO NOT ORDER OR BUY FROM THEM. There are so many good companies out there these days and I cannot understand how they can survive.

As always terrible customer service. It was three years ago it is still bad now. I placed an order. It was shipped and even delivered according to West Elm website. Till it wasnt. West Elm never bothered to communicate that they couldnt deliver. I only found out when I saw refund on my back account. Their website still says it was delivered

I ordered the Harris tweed couch from West Elm at the end of July this year. I cannot write a review of the product itself because I have yet to receive the sofa two months later. I am writing about the poor customer service Ive received trying to locate my couch and set up a delivery time. I have called three times over the past week to West Elm customer service and I have been hung up on, ignored or told they would call me back and then no one has. The vibe I have gotten from their customer service reps is that they could care less about me as a customer now that theyve charged my credit card and they have refused to offer any sort of courtesy discount or refund of the delivery fee, blaming outside companies they use for delays.I had spoken at the time of ordering with the sales rep and the manager that I did need the couch by September 30th as Ill be having elderly relatives staying with me and they guaranteed it would be delivered between September 16-30. It is now the end of the month and I have been told now that I wont be receiving my sofa until mid to end of October, three months after I had ordered it. My partner also spoke with the manager, who was incredibly rude and unhelpful. We had been planning on furnishing our home with West Elm furniture but after this poor experience, we will not be purchasing any West Elm products in the future. I have ordered from Crate and Barrel and Milanos this past summer and have had no issues in terms of delayed delivery times and their staff have been nothing but kind and courteous. I would recommend them instead to any potential West Elm customers going forward.

I have ordered multiple things from West Elm this year. I ordered a dining table online on October 1st. It was scheduled to be delivered on Oct 12th. Delivery has been pushed back without any updates for weeks. Every time I call, Ive gotten a different answer. Yesterday, I was on the phone for 3 hrs, where everyone gave me different information. They keep telling me the shipment is here but it seems like its missing. The scheduling person was EXTREMELY rude to me on the phone. I asked to speak to a manager multiple times and and finally got one 2 hrs later. Supervisor said she would call back. I still havent received a phone call. This is probably the worst customer service Ive received.

I ordered the Audrey mini desk back in early August for my daughter’s fist apartment in the city. This desk was supposed to be for her birthday in late September. I was told that the desk would be shipped October 3rd. No email and no updates as October 3rd came and went. I tried calling the stores only to get caught up in voicemail hell and when I got to a live person, I was hung up on three times. I decided to drive to the Oakbrook store where I was told to be patient and that the desk would be shipped October 23-27th. Again, we wait and no email, no call and zero updates. I try calling Chicago store where I got hung up on again. Now I drive to North Avenue store and they inform me that I had cancelled the order for the desk. I informed them that I did not cancel the order. I was then told that the manufacturer that made the desk was no longer making the desk and I was out of luck. This desk was the perfect size for my daughter’s apartment and she wanted the Audrey desk to complete her collection as she alre3ady has the dresser and night stand. I asked the clerk to check stock to see if perhaps another store had one. I was even willing to purchase the floor model at this point. The store clerk brushed me off and said she could not see another store’s merchandise – which is complete BS. I know this because I am a designer and shop at WE often when I do staging and design model apartments. In the last year and a half, I have purchased approximately $60K in merchandise from WE and have NEVER been treated like this before at any WE store. The story gets better (I know it’s long but stay with me).Being the gift giver I am, I stopped at nothing to get this desk for my daughter. I started calling all WE locations and finally found one desk located in Denver, CO. I quickly ordered the desk and I was told it would be shipped in three – five days. I checked my credit card statement and noted they had charged me for the desk 3 times! I called customer care and they said there was nothing they could do and I needed to call the Denver store. I was like, “Are you kidding me? Aren’t you customer care? If I was in your shoes, I would call the store and clear this matter up”. She then gave me a number for corporate. I call corporate and receive a message that they are all working remotely due to the pandemic and I needed to go online and log a complaint there.Fed up, I called customer care again. Finally, I get a decent human being to listen to me. Her name is Erin. We resolved the overcharge issue after about four days later. Low and behold it was the same day the desk was delivered. (Now November 11th) three months after the order was placed. My daughter was so excited! She came home from work and opened the box only to find the desk was destroyed! It was not just cracked, the wood was smashed in about four areas and it was crumbling and the desktop was warped. It was so sad to see such a beautiful piece of furniture in that condition! Customer care Erin actually called me the next day to see how the delivery went and I described the condition the desk arrived in. She told me she would send me a mailing label but if I had it shipped back I would receive only ½ of my money back as a refund because I had free shipping on the original order. I am like, “Whaaaaat?” She said she could give me a full refund only if I brought the destroyed piece to a store. I am like – unbelievable! I asked her, “So you want me to pay $90 to ship this piece of garbage back to you so you can just throw it away when it arrives?” NO. I took it back to the store and the clerks couldn’t have been worse. Now, they can’t find my order and told me I had to call Denver to get a refund. I called Customer Care Erin and she was finally able to help me get my money back. What a nightmare!

This store seems to be run by people who don’t want to or don’t care to work. The chances of someone picking up the phone: slim to none. The chances of you arriving to the store after calling and the auto-attendant telling you it’s open but it’s actually not open: highly likely. What a complete disaster of an operation. West Elm - you should be ashamed. Absolutely pathetic.

Sofa delayed by months - no updates. I constantly check website and use feedback button. Based on that, I get responses from various resources - all contradict each other. Called store and manager was unable to help or perform customer service at the most basic level.

I ordered 2 furniture items on 5/18. On 5/22, a westelm rep told me that I’d be getting a call on 5/25 for delivery scheduling. On 5/26, I didn’t get a call and the status of the items has not changed. I then called scheduling and they informed me that the items will arrive to the facility on 5/27. Again, no call. So I call on the afternoon of 5/28, only to be told that they don’t know where the items are. At this point, I’m annoyed with the entire experience, so I canceled the order. Following the cancellation, I receive an email stating that my items are ready for scheduling. So I called to get clarification. I was told that the items are available and is ready for delivery. Get over to the “delivery Hub” (different from the actual scheduling department, I presume) only for them to say they don’t have the items. There is obviously a disconnect between the different customer service departments and their systems. Literally the worse, most unprofessional, experience I’ve ever had. Should’ve just ordered from CB2. Also, literally EVERY rep I spoke with sounded like they had an attitude or didn’t care about their job. Please retrain your employees and implement a better system.

1 star for a horrible delivery experience. Id review the delivery company except theyre not on Google, and West Elm is just as at fault for contracting them. We had a decent experience in store, knowing our furniture might take a month to deliver because of covid delays. A month comes along and our furniture gets delayed a second month. At the end of our expected delivery (2 months now) I finally call Ryder Last Mile, only to find out theyve had all my furniture in their warehouse for 3 weeks already. We get a delivery date a week out, and I call my apartment management to reserve the loading dock and freight elevator. No problem, they have space on Saturday. But I dont have a delivery window so I have to wait. And I wait. 3 days before delivery I call them to cancel because my apartment loading dock is now booked and they tell me I wont get a delivery window until 24 hours before. I live in an 80+ floor building, 24hrs is totally unreasonable. So I get a new delivery time of another 7 days out and no delivery window again. Thankfully my apartment is working with me and will just squeeze them in next to the poor people who are moving and actually reserved their slot. And all this hassle when the delivery service isnt even free.

I have had one of the worst buying experience in my life.First, the sales guy told me that the leather chair I wanted to buy was $699.Then, he realized he made a mistake which can happen so I was not mad.Then, I asked 3 times in a row if the final prices he gave me included taxes and he said yes.We went to the counter and the price went up with 10.5 % extra taxes.He denied he did another mistake and my wife came to tell him she heard him saying 3 times in a row the final price included taxes.I am a sales person too and I just realized this is why these types of people will never be promoted in their entire life.You can make mistakes but when you mislead a customer to get your sales, this is totally unprofessional.The sales guy was probably 40 years old and he looked like he was selling for his first time...Adrien

I’ve worked in retail management for a long time including a few positions at WE parent company Williams-Sonoma corporate office in San Francisco. I own my own retail store now and i understand the challenging time we are in but I was shocked at the service at this West Elm store the other day. First of all, I appreciate the abundance of caution but no-touch shopping would be completely unnecessary if there were disposable gloves at the front door. What is the point of going to the store if I can’t actually sit in the chair I want to buy? Btw, none of the customers I saw were paying any attention to the signs. Second, there were employees everywhere talking to each other, working on who knows what. Not one person said hello to me. When I asked the guy behind the cash register a question he barely looked up and made it clear he was far too important to be bothered. Third, the wait for production on the non-custom order items I am looking for was at least 2-3 months. That’s assuming those dates are accurate, which is not always the case, and doesn’t include shipping times. They didn’t even have the little wall hooks I wanted in stock. Oh and the shipping policy...ridiculous. It makes sense that a couch should be trucked in and set up with white glove service but I can’t stop by the store to pick up a small side chair? Nope. Btw, 99% of the positive reviews here are from “google local guides” and not actual customers. If you want to see what customers experiences have been...check out the negative reviews. I’ll be shopping elsewhere to furnish my new apartment.

Everyone is aware of the quality of West Elm, as well as the price. I was in on a Saturday and they were fairly busy. I was shopping for a kitchen table and chairs, but trying to best utilize their 25% off a single item sale. We spoke with a number of staff but ultimately worked with Pamela. She was the most helpful, organized, and knowledgeable staff member. She helped maximize our savings and save tremendously on shipping costs. $1,500 for a small kitchen table and 4 chairs ended up costing just under $1,000. But only thanks to Pamela. 5/5, 10/10 will go back and work with her!

Really wanted to think better of West Elm. Weve been waiting on a couch for 3 months (not a custom order). Customer service is horrendous, and over 3 months in, no one has any idea where the missing part for the couch is, and it cannot be delivered until all 3 pieces are together. Expect an hour wait time when you call too. At this point, weve been waiting over a month just for an update where the missing piece could be. Spoken to lots of sales reps that have promised calls back, and I even pulled a Karen and spoke to a manager, who also promised to call and update me, but no dice. Obviously with a lot of the other bad reviews lately, something is up. There are definitely better options for furniture and decor, which we are learning the hard way about. We did have a helpful and nice sales rep in the store before the purchase however.

Clean, well stocked, great customer service. Very good selection. Friendly staff always offering me much needed help putting decor and furniture together.

Do not buy from here unless you can wait.. wait a long time. Customer service is non-existent.. I mustve contacted customer service a dozen times where I was promised a follow-up call or email but never once did they follow up.. Im still waiting on an item I ordered last September..

Every time I come here, there are no store associates on the floor. They’re all talking to each other behind the counter and look agitated when you ask them a product question. WE corporate should seriously do an audit here because the lack of customer service is astounding. Avoid this store location at all costs.

West Elm has one of the worst delivery policies I’ve ever heard of. I recently bought a couch made to order that has been delayed, for which I had to pay a flat shipping fee of $250, which is the highest I’ve ever had to pay for shipping furniture . I also had a few other items in my order that they informed me I could not include in my flat shipping charge, I had to pay an additional shipping charge for those other items being delivered to my same home address. Overall, I’ve paid over $350 in 2 different shipping charges within the same order to the same address! I love West Elm’s furniture but they do not make it easy for customers to purchase and that is really unfortunate. I will definitely have to think twice before I purchase from here again.

I’ve only had positive experiences with this West Elm location. They really adapted quickly to COVID-19 and have exemplary customer service.

HORRIBLE! I am extremely frustrated with my overall experience with the whole west elm team. I ordered a couch on March 10, the couch was suppose to be delivered April 4, i was never notified that something happened to the couch when it was shipped, it wasn’t until i called to check on the couch that someone ordered a replacement piece. Then after spending two hours on the phone with customer service the couch was delayed a week and no one could even tell me when the couch was going to arrive, it wasn’t until i got a call to schedule the delivery that we were notified about the couch being delivered. Then we were quarantined without a couch for a week. I also ordered a dresser that was suppose to be delivered with the couch, since the pandemic we are trying to limit the number of people we let in the house.When the delivery people showed up they weren’t wearing any masks or gloves and they didn’t have the dresser, they brought a bed (never even ordered a bed). When i called customer service they said my dresser was back ordered till June. I am so dissatisfied i cancelled my dresser and i don’t know if i will ever deal with your company again, your customer service is horrible, i would expect more from such a big company whose products are so expensive.

They sent me a nightstand that had the drawer and cabinet completely misaligned. I would expect this from a low cost vendor, not West Elm. Also their customer service is sub par. I’ve had far superior experiences and service by places like Wayfair.

Shameful customer service. Employees walk past you actively avoiding eye contact so that they dont have to help you. Was trying to shop for area rugs and it was such an inconvenience to the sales associate that he didnt want to check if they had samples of the rugs I was interested in since I wasnt going to buy today.

Great products and friendly, helpful staff are overshadowed by conditional discounts you wont get and pricey delivery you cant escape that will leave you paying way more than you expect. Do not make impulse buys here. If you want their stuff then plan way ahead: get their store credit card (10% discount) and wait for the 30% discount sale.

The employees were very nice and willing to help us out.

Excellent experience!! David was very professional and helpful. He provided me options and ideas. I had my 4.5 month old puppy with me and it felt like such an easy trip. Very thankful to the staff and David for helping me today!

I love walking around this store for home decor inspiration. Theyre Pottery Barns hipper, younger brand and it shows in the beautiful rooms and color choices. Ive bought several items here including a coffee table and duvet set but recommend waiting for sales which come around every few weeks.

Looking for affordable furniture? This is the place to go. Lovely stylish pieces

I purchased a couch here and was told that if I opened a west elm card I could use their 12 month plan to pay it off. Multiple times during the transaction I confirmed that this option was selected for me. When I got my first statement, this option wasn’t selected, and now I have to resolve this with customer service. It’s up to 90 days to resolve and if they deny my claim I owe all the interest accumulated during those 90 days. Terrible way to treat your customers. Staff should be trained to complete transactions correctly and customer service should be able to resolve these payment issues quicker.

I love West Elm. I chose neutral furniture. Now I just change the pillow jackets and get new looks. Their textiles are gorgeous!

West Elm has certainly brought their merchandise into the mainstream in terms of design, and this store reflects that effort. The staff is helpful to answer any questions, and this store appears to have a decent stock to take home same-day. The reason I dont give 5 stars is that there are often coupons available online for 15-20% off just for signing up on their distribution list. If you havent signed up, the store doesnt necessarily extend those offers to you. It kind of comes across as a game about how much you want to pay.

Interesting furniture and home items.

Avoid at all costs. Terrible customer service. Ordered 3 months ago and havent received all of the order yet. Also they will not honor credit card promotions. I have asked for a call from management but to no surprise they never call or are available. DO NOT GO HEREBased on other reviews this a constant problem that they do not care to resolve. I never usually post reviews but this is so bad I had to warn others.

Unreliable on hours and decide to close whenever they want. Bad customer service

Horrible customer service! THEY DONT EVEN DESERVE ONE STAR. I placed an order for wall art that was 30% off, which two days later was 50% off. I called customer service to see if they will adjust the cost as it had only been two days since I placed the order, but I was told that they do not match price change (even though the low price was on their own product). I emailed the supervisor (T.Stoker) and guess what, she never responded to my email!Not only does this company have a distorted policy that favors them financially versus customer satisfaction, but they also hire rude management that doesnt even care about building rapport with their clients?!I assure you there are better and more professional higher end stores where not only will value your money, but you as an individual will be valued.

Ive been to this store many times, because I love the pieces West Elm produces, but always dread visiting this location. Customer service is terrible. Its pretty much a guarantee that no employees will approach you or offer their assistance if you visit over a weekend. It can be pretty hard to track someone down if you need something, meaning I typically spend way more time here than what seems reasonable.

I bought the Andes couch 6 months ago. The design is great, the fabric is fine, and it’s even comfortable for the most part, but I am extremely disappointed in the quality of the cushions. The inserts are so flimsy and do not hold their shape. I have to take the cushions out of the covers and reshape them over and over or else there is a lot of extra fabric that gathers in the corners and they look terrible. I just wish I would have spent the extra money to buy a quality couch from another store or online custom retailer. When you spend over $2000 on a couch, it should not be this poorly made.

I called the store to have an item shipped to me because I live out of the area. I provided the SKU # and was excited that they had 10 in stock. I paid to have the 10 items shipped to me only to find upon arrival that they shipped a completely different item. The SKU on the item shipped is totally and completely different. How can someone pull an item to ship and not see the SKU is completely different? Then to add even further insult to injury, the person packing the item to ship also misses it? Or was it intentional knowing I am out of the area? Unbelievable!

The staff at this West Elm has bent over backwards to accommodate us with every purchase. Last year we ordered some leather dining chairs there were out of stock and despite getting two deliveries of the wrong chair, the staff was very apologetic and accommodating to correct the issue. We have also shopped at the Oakbrook location and this one has the best customer service.

Terrible delivery, it takes months to get your furniture and they are rude.

I love West elm. Their furniture design is great. They have such a good pieces; contemporary with a hint of Scandinavian design!

The review is for those thinking about getting something delivered here. DONT! I tried setting up a delivery time 5 times. Each time the delivery company either switched the date or the time. Talking with West Elm, each time they say something like dont worry, we will get it delivered at this time. NOPE. I mean, I have never experienced this before with any other company. Buyer beware.

West Elm is great for unique accessories and decor. The quality is surprisingly good forthe price point and the sales cant be beat. I bought rug that I had been watching for months on sale for $159. Originally $699This location could use a customer service overhaul but its the only location in the city so were stuck with uneven service.

Worst customer service at west elm. I had to explain the credit card terms to the store associate myself. These people aren’t trained and will miss lead you if you don’t watch out. Manager Rachel is no help and doesn’t handle any feedback and doesn’t apologize for any employee mistakes. Employees act entitled and act like they are doing you a favor letting you shop there. If you are looking for any similar furniture try another store like CB2 or crate and barrel or EQ3. Don’t assume the quality/cost of furniture will get you the customer service you deserve.

Ordered artwork and it never was delivered. When I tracked the order it said it was delivered 2 weeks before I even ordered it! (Glitch in their system) After over 3 hours worth of phone calls, 2 incompetent customer service reps, I spoke to a manager. He said the previous 2 customer service reps did not leave any notes nor re-ordered my artwork like they said they did. Worst customer service! I am shocked as I have ordered many times from West Elm. Lesson learned - NEVER AGAIN.

Worst customer service experience Ive ever had. Placed an order, less than 12 hours later prices were reduced even further, and was refused a price match. I have never heard of a company not matching prices within 24 hours of an order being placed. Id rather sit on the floor than shop at west elm a second time. For everyone buying here - use a credit card with price protection benefits. Theyll protect the consumer and refund your money for the price adjustment.

High delivery costs with no option for store pickup stopped me from buying a $XXXX piece of furniture that I really intended on buying. The quality and helpful staff were reasons to go for it, but 23% of purchase price for delivery is ridiculous for a delivery location just 2.5 miles from a retail store, in a major city. On principle I couldnt go through with it.

This store is a complete failure. We had the worst furniture shopping experience with them. It took 1.5 month to deliver our order. The funny part is they delivered wrong items after 1.5 month!! We would never go back to this store

Love the product. Layout of store is disjointed and a bit confusing with the way it all just blends and moves into the next. Staff is always preoccupied and not very friendly. It’s always difficult just to be greeted or recognized by staff. It’s very peculiar to me because i cannot imagine what is going on that keeps them all soo busy that they are tending to stock items and displays on the floor rather than the customer purchasing.

Ive never left a bad review, but this was by far the worst retail experience in my life. I worked retail years ago and I am still in the service industry. I would like to think Im pretty laid-back, but I was ready to run out of this store. I was there for over an hour and not once did anybody come up to me and ask me if I needed any help. There were at least 10 people working and no more than 3-4 customers at any one time. I think the major dysfunction was the fact that I was exchanging something and did not have a receipt. What should have been a pretty simple even exchange, ended up into a nightmare. My last visit to West Elm

If you buy something here make sure you take it from the store the same day. Its been 122 days since we ordered a prep counter and still have not received it. All its been is endless emails and phone calls with promises of being called back which never happens.

Wish Id read these reviews before buying anything here. We bought a bed, two arm chairs, nightstands, sheets, two rugs, 4 barstools, and probably some other stuff Im forgetting. We bought it a month ago and coordinated to have it delivered when we moved into our new place. And, of course none of it arrived. So many calls to the shipping company and wrong information from West Elm. And, to be honest, their stuff isnt even that great. The designs are good but the quality is quite low. Wishing wed gone with furniture from Room and Board instead. Their quality and customer service are both so much better.

The pieces are beautiful! HOWEVER, customer service is awful! The manager, George, was 100% disrespectful to me and my parents. He physically mocked my mannerism and kicked my family out of the store when we decided not to buy the merchandise. As a loyal costumer and just as a person, I was truly insulted and they have forever lost my business. Save yourself the trouble and go to the West Elm in Skokie. You will not be disappointed in that location where they will treat you with care and respect.

My wife and I purchased a sofa, chair, and ottoman from West Elm in August, beginning a customer service nightmare that lasted almost 3 months. The store staff, who were very courteous, said that the sofa would be delivered in about 2 weeks and someone would call soon to schedule the delivery, but the chair and ottoman would take until Oct/Nov and be delivered separately, which was okay with us. No one ever called about scheduling a delivery, ever. After two weeks and no call, we tried calling customer service. We were bounced around to different departments, put on hold for 45+ minutes, prompted to leave voicemails with promises of returned calls (no one ever returned a call), and most of the time we couldnt even leave a voicemail because the box was full. This lasted a couple weeks.When we finally reached someone, they said they couldnt deliver the sofa because they didnt have approval to do a partial delivery, as the rest of the order (chair/ottoman) wouldnt be available for another 1-2 months. They said we needed to go through a process of submitting a partial delivery request which, if approved, would make delivery possible. This was news to us and completely different from what we were told when purchasing at the store. So, many phone calls and hours later, we were able to submit this request. Then we heard nothing for weeks...crickets. When we tried calling to check on the status, we either couldnt reach anyone or those who answered didnt know anything about it.To make matters worse, each person we were able to reach had a different understanding of which parts of our order were actually in and available for delivery. One person confirmed the sofa was available, another said the chair (not sofa) was available, and others said they werent sure what was ready.Then one day out of the blue, a large box unexpectedly was dumped in front of our building -- in the pouring rain. It was the ottoman of all things (??). No one from West Elm ever said this piece was available, called to schedule delivery, or even let us know it was coming. We were especially disappointed that the furniture was dumped outside in the rain because we paid $199 for white glove delivery.Back to the sofa...we continued to get the run-around for weeks, never getting clear information. It was only when we went back into a West Elm store (in another town an hour away from the original store) that we got some solid info -- they told us our chair was going to be available within a week, so we agreed to wait a bit longer (ugh, it had already been 2 months) and have the sofa and chair delivered together. They said someone would call soon to schedule this -- no one ever called, shocker. We had to keep calling until we finally reached someone who was able to schedule the delivery. We were literally pinching ourselves when the furniture actually arrived in November, at long last.To sum up, the furniture delivery system is a giant mess, the phone-based customer service is off-the-charts bad, and the in-store and phone-based staff do not communicate consistent information. But there are a few positives: The in-store staff and the guys who delivered the sofa and chair were great -- professional, courteous. And the furniture itself is what we expected -- no problems there.

Ive read so many bad reviews about customer service but i didnt care when I ordered my dresser. Turned out, it was the worst customer service Ive ever had. They brought the wrong item after one month of waiting, and they replaced order and Ive been waiting another 2 weeks but I still hasnt got my furniture. Customer center told me its ONLY 2 WEEKS and told me to call back a week later. I am going to refund the dresser after 6 weeks of wasting my time.

Went into the store and saw a sectional I liked. Called in and Toby helped me out tremendously. Was very extremely nice and very helpful.Thank you Toby!

Bad phone and in person customer service, bad online to in store experience, bad pickup experience... at least they’re consistent.

Absolutely terrible customer service at the Lincoln Park location. Misplaced orders, no communication, false promises; overall unhappy experience. This will be my first and final purchase from this company. If your looking for a buisness that can deliver on their word, this is not the best place to spend your time or money. Shop elsewhere.

Best furniture in the city. If I could afford it, Id own everything in this store. A great mixture of urban furniture thats still comfortable and cozy.

West Elm has the worst customer service and misleading business practices of any store Ive ever worked with. Brian Scott, the GM made zero attempt to right the many poor decisions made by his colleagues and instead simply passed the buck calling a purchase I made physically in his store an online purchase for which he could offer no assistance and instead wrote down a phone number for me (thanks pal!). Im sure we both look forward to me never shopping at West Elm again.

I am extremely disappointed with west elm. They are probably the worst furniture company ever. Huge markups on price, can never get a hold of anyone on customer service. I call them and transferred multiple times telling me that I have to schedule something to be shipped to the store even though the store said that they would take care of that. I should have my item by August 31st and it is now two weeks later and no word/no update. I have been on hold for over 30 minutes and no response from them. I will never purchase anything from west elm again.

Absolutely maddening. This place is a maze of the fine print in every offer.Shipping charges here will absolutely ruin your order. I just put in $2000 worth for an order and shipping was $270+. The more you order, the more they charge you effectively punishing you for each additional item you purchase. They had advertised a $90* flat shipping fee for all orders. It is that asterisk that they put next to everything that gets you every time with the small print.I called to have it all shipped to a store where I would pick it up...nope...only some but not all items could do that and my shipping charges were still through the roof. Also, items would ship at various times even if part of a set. Items would trickle in over the course of a month. Additionally some items could not be returned or canceled once purchased. If they advertise free shipping I have never seen it include furniture or rugs (and they are a furniture store).Sales, while a near daily thing, can barely be called sales. Tonights sale was 20% off your order. My $2000 order was eligible for an $80 discount. How they did that math is beyond me. If it is spelled out anywhere it certainly is not easy to find (I looked). Doubtless it was buried under another asterisk.In this day Overstock, Crate & Barrel, Amazon, Target and others will ship for free and do it all within a week or less. No matter how hard I try to do business with West Elm they seem to find a way to piss me off.

Its just a lovely place to get inspired and brouse around for very lovely things for the home.

TERRIBLE CUSTOMER SERVICE ever in my life!!! Placed orders. West Elm moved order dates twice without any notification. Then after two very unproductive emails with the customer service, they bounced me to their delivery carrier as West Elm is not responsible for delivery scheduling and I had to manage it myself for money I paid for the delivery. Wanna headache and waist of your time for you money go ahead and order from West Elm.

Do not, I repeat, do not waste your time and money with this organization. My wife and I spent well over 10K to furnish our condo with them only to have hands down the worst customer service experience we’ve ever had. Delay after delay with our orders and a total lack of accountability from their team. We are currently still waiting on pieces of furniture that were ordered in NOVEMBER with a lead time 9-12 weeks. Our current suggested delivery window is June, 7 MONTHS from the time we place the order and double the original lead time they gave us. Constant excuses from the West Elm team pushing the blame onto their vendors, zero communication, and not once did they offer alternative pieces we could supplement instead of waiting half a year for furniture. We will never be purchasing furniture from West Elm again and I hope you don’t make the same mistake.

Purchased some new furniture and decor here for my new place. Staff was very helpful and listened to my needs.

I used to only shop through the westelm website until I decided to visit the local store. There are a few nice employees there but the ones that are rude will ruin the experience enough to make you never want to go back. It doesnt help that the quality of the products are terrible.

I just bought a couch from here and waited 4 weeks for the sofa to come. The sofa came and was torn on the side of the couch. They say they will come pick it up in 5-7 days but you have to wait another 4 weeks for the same sofa. oh dont worry its practically impossible for someone to pick up the phone and wont give any compensation.

Great furniture and home decor place. Beautiful options reasonably priced