I purchased a mirror on Oct 1st. Within a week, the price was reduced by $100. I called the customer service for price adjustment. My request was denied after I called two representatives. I got different responses from different representatives. I couldnt even cancel the purchase, though the item has not been shipped based on the information on my end. Price adjustment within a week of purchase was provided by other businesses, yet not available at West Elm. The customer service gave inconsistent answers. The webpage of West Elm does not allow product review from customers. I was a loyal customer before. However, I no longer think their service is customer-friendly. Plus, the quality of some West Elm products is not justified for the price tag.

Excellent variety of fabric.lightings.and furnishings.one could look for discounts going on and pick few very good choice of bedding etc.

We ordered some barstools that were falsely advertised as being delivered August 12. Once I made my purchase they told me they would be delivered November 19 instead. I called immediately to cancel and their customer service was not open during the advertised hours. I called and cancelled the next day. 12 days later they called me and told me the order could not be cancelled. You cannot trust this company. First they falsely advertised the delivery date. Second, they falsely advertised their customer service hours. Thirdly, they are attempting to charge me for the order after they confirmed the cancellation

Bought a sectional a few weeks ago and was shocked about the lack of customer service within the store. My boyfriend and I came in when it was a less busy Saturday morning and there were two other people in the store. There were 5 employees standing around the cash wrap and we were ignored for a solid 5-10 minutes. Eventually a manager came to our assistance but we were still unimpressed that no one initially came over to help. We did end up purchasing the sectional but I can’t say the experience was all that we wanted it to be…

Easy walk through. Great place for ideas and inspiration.

Placed an order at 9:30am, called at 10am on hold for 45 min asked to cancel order, said they cant its already been pulled and now i will have to wait 7 days to get it and then ship it back. That obviously was a lie.

Extremely nice employees who helped out with all the questions we had about the items and furniture.

Worst customer service experience I’ve ever had. I’ve never written a store review but I’m still in shock over the experience. There were no signs on the front doors letting shoppers know you have touch free shopping. I know this because after the incident I went back outside to make sure I had not been in the wrong. Even if I had missed a big sign on the door, which there was not, it doesn’t excuse associates making customers feel like criminals!!! I saw one very small sign on a shelf above my head approximately 5x7, inside the store talking about touch free shopping AFTER I was berated by an employee. She wore a red plaid shirt. She came up behind me and startled me. She she aggressively and loudly told me to put down the item I was looking at, that West Elm was doing touchless shopping. If I wanted to look at anything she would bring me gloves or needed to find an associate. She got very close and said - DO YOU WANT GLOVES?! WELL? DO YOU WANT GLOVES? Message received. I told her no I did not want gloves but was in shock at her approach.I will not be going back to West Elm at the Fashion Mall any time soon. So rude.

Great customer service

I have not purchased furniture here but I do love their product and Modern Century Design. Their furniture is very stylish with a clean sleek look. Check your product and receipt. Last time the sales person checked the product to make sure there were not manufacturing defects and I was happy with purchase but almost got double charged. Also, I bought a really nice product during the holidays and noticed when I got home there was a chip in it yet I did not get to see the item because the sales person went to back stock area to get what I saw on sales floor. It was the only one in back stock so I didnt return it. I still love shopping here.

Nice but beyond my budget

Worst experience I have ever had in buying furniture!! Stay away from West elm at all cost! They will take your money and then afterwords tell you that it is backordered or that is delayed. I purchased my couches on July 3, 2020. After being told it would be shipped in 4-6 weeks, I was later told it was backordered. Item went off backorder Sept 1,2020. They TOOK my payment then never shipped the order. Now they wont even tell me if they even have my furniture, even AFTER taking my payment. On top of that, they have supervisors like Richard, whom was very rude and condescending. They promise you that they will give you a refund or some other compensation, then take it away from you. Please avoid if possible, many other furniture stores out there that have excellent customer support.

This is a smaller West Elm that could use some jazzing up. Wish it was bigger & brighter with an outside entrance! But the staff here are very nice and helpful.Unfortunately, WestElm.com at the moment is another story. In mid May, after moving into my first home, I moved into my first home and treated myself to a Leesa mattress (which was shipped by Lessa, not WE), $900 Grid-Tufted Upholstered Bed, and $699 Neve coffee table. West Elm showed both items as in stock and ready to order. Neither was a custom order.Two months later, I still hadnt received the bed or coffee table and tracking was updated again to September. As reviews on ConsumerAffairs note, WEs corporate customer service is poor. After being on hold for 30 minutes, I talked to a customer service person who was of no help. Thankfully, the nice folks at this Indy location got on the phone with West Elm a couple times, and I was able to get an update and schedule a delivery.

Helpful staff answered all my questions about baskets

I ordered three sets of hand drawn triangle curtains back in Feb. 2020. In my order confirmation I was told they would be delivered by April 13th. After that I waited for them to deliver occasionally checking on the order status that never updated. When April 13th passed and I had not received my order I called customer service for an update, I also didnt receive a new delivery date. They told me they were not sure why the order wasnt delivered and that I would receive an email with an update. I didnt receive an email so instead I checked the tracking number and was given a new delivery date in May. At this point I was understanding because I knew with COVID-19 everything was probably delayed. I continued to check the order status and again the date kept getting pushed back, I still kept reasoning to myself that it was due to COVID-19. Finally in mid June I checked the order status to see that it was pushed back to July 27. At this point I was very frustrated because of long it was taking and to the lack of explanation. I called in and after waiting 50 min to talk to someone from customer service I was told that their was a fabric shortage on the material and that was why it had been delayed. I was assured that it would not be delayed again and that it should come in by July 27th. I was hesitant to believe it but I thought I would give it one more chance because I really liked the curtain and I had already bought shears to go with them. I checked the order status on June 28 and saw that the delivery date was pushed up to July 19th. When I saw this I was excited because I finally thought they were going to come in, I mean it had to a good sign that the delivery date was pushed up. Then today, July 1st, I went to check the order status to see if maybe they were preparing to ship (at this point Im really excited and cant wait for the curtain to come in) only to find out that the order was canceled. I complete furious as to why the order was canceled. I called customer service to see why they were cancelled. When on the phone the lady told me the order was cancelled all the way back on April 13th and asked me if I had cancelled the order. I immediately denied that I had cancelled the order and she then told me it must have been a misunderstanding. I asked why I had not been informed that the order had been cancelled even after I had called multiple times after April 13th. She explained that that information was internal and no one would have been able to see that information. She asked me if I wanted to re-order the curtain, which I know that they no longer have. I told her that I didnt want to reorder because I didnt want to go through this whole hassle again and wait another 6 months and with knowing that their was fabric shortage and they no longer sold them I had no confidence I would ever receive the curtains. Overall I am very disappointed with the service I received since If I had never called I probably would have never received any information on what was going on. I will never order from West Elm again because this isnt the first time I had trouble with an order from them. We ordered a couch a few years ago and had difficulty with customer service (thats a story for another time).

Lovely store with some fun home pieces.

Beware!!!! Read the bad reviews before you purchase from West Elm. There is a pattern. They take your money and you will not know when these knuckleheads will ship your item.

I’m super disappointed with West Elm. I ordered the Mixed Eucalyptus Wreath in June 2019. I was supposed to receive it July 5th. After many emails provoked by me with sorry we are looking into this for you-I get it today and it’s dead. I spoke to Kevin in your customer service who is now making me deal with returning it to get my money back. Terrible service in my opinion. Goodbye West Elm.

Shipped used/returned furniture to us.

Great prices and great styles.

Very nice

Very cool and different house items

Products not great

Bought a defective rug online, and I’ve called three times to try and get it picked up. No one will call me back. I’ve also tried using social media. They told me to email my order number and no one responded. Poor service.

More expensive furniture and knick knacks. Nothing that really caught my eye. But I am not into modern style furniture.

On trend but def. Pricey!

😍

Nice design with stinky customer service.

Very nice

Good to look at

Love it

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