West Elm Contract portion of site is often not working properly. I have encountered not 1 but 2 extremely rude and unhelpful reps. If you dont have to shop here for clients, I would highly recommend not.I have also encountered some very helpful reps of which I left great reviews. The bad outweighs the good at this point though. Dont put yourself thru the bad experience here if you dont have to.

Pretty upset with my overall experience from West Elm. I attempted to work with their internal Customer Service team to reconcile my issue, but it proved to ineffective and difficult to talk with someone who could solve my problems.The West Elm couch I ordered is “fine” - overpriced for what it is, but no evident issues aside from the initial shipping delay. My largest concern stems from the delivery. West Elm charged a premium fee for our couch to be delivered. They requested to know specific details about where in the home it was to be delivered, which they absolutely should! I disclosed that our couch would be delivered to the 2nd floor in our home.When the delivery arrived, the delivery men were ill-equipped to move the couch upstairs. Thankfully, my husband was able to help them otherwise I don’t know that they could have done it. In the process of moving it, they dented a wall, scratched a bannister, and left a gash in my wood floors. West Elm does have a process to file claims, but it has now been months and I have not spoken to the same person twice. Directions on how to get reimbursed are also unclear.Really unhappy that a luxury brand would outsource to a company like this and charge what they do only to make it difficult when a customer has issues. I will NOT be ordering any future merchandise from West Elm because of this experience.

Staff at location are fine but DO NOT order anything from them! Our couch broke within one month of receiving and they said they would replace it. Next couch arrived broken so they did not complete the delivery. Ever since then we have had multiple orders canceled for no reason and now almost a year and double digit hours on hold with customer service later still no couch. Beyond frustrating.

1 star is too much for this place. We bought two Emilia nightstands that were supposed to arrive on 08/05. We got an email saying that the nightstands were back ordered. Four days later, I called customer service only to learn that the nightstands are no longer available. If I wouldn’t have called we would probably be waiting forever for a couple of nightstands that were never going to get here. Worst of all, the person at customer service didn’t even offer an apology. We read the BAD reviews about this place but we still decided to buy the nightstands because we really liked them. Now, we know that West Elm is one of the worst companies. Never ever buy from them.

Had to drive long distance to get to the store, and we are very pleased with the kind service and generous exchange/return policy. We love our dining room table & it doesn’t hurt that the wood was sustainably harvested. I wish we could afford more furniture there!

We visited the store to view a few couches in person before purchasing. None of the fabrics are particularly soft, and the more durable ones make your purchase more expensive. All of this aside, we felt the size and customizable aspects of the furniture made it worthwhile to shop with West Elm as opposed to its competitors. We were guided through the process by a male associate who was very kind. He put up with our many questions about fabrics and delivery, and he helped us put part of our order on a gift card before completing the checkout process. Everyone in the store was very friendly, and he was outstanding. Our delivery isnt until October, but if youre on the fence about visiting this store/shopping with the company, I definitely recommend stopping by.

We waited 2 MONTHS for a couch that is falling apart at the seams. We’ve had it for 7 DAYS and holes are appearing everywhere—the cushions, pillows and the frame. I would avoid this place if at all possible.

This location has a very friendly and helpful staff. Our sales associate, Brian was great. Beautiful furniture and the store displays them well. Shipping does take longer now because of the pandemic and that’s to be expected.

Don’t waste your money. Completely poor quality. My husband and I custom ordered the Harris sectional. Looked great upon arrival, but then sat on the chaise part of the sectional only to realize the springs were totally misaligned, so you sunk down to the bed of the couch with zero support. We reported this to WE, and they scheduled a replacement piece. We had to wait another 10 weeks before the replacement part was available (also, the tracking is terrible and when it says it’s ready for delivery NO ONE at customer service ever reaches out to schedule with you, you better plan to always handle yourself). In the week the replacement chaise was to be delivered, one of the springs in the sofa popped and broke. Ridiculous. Then the day the replacement chaise was scheduled to come the delivery guys wouldn’t take it off the truck because they said it arrived damaged with a huge gash in the back! Clearly there is no quality control for what you pay for. Can’t tell you how much of a disappointment this whole experience has been!

Had a very non-honest experience with the company. Ordered multiple pieces of furniture online and verified that there was no return or delivery fee if returned. Waited 2 months for delivery.Only to be charged a HEAVTY fee when returning. Had to hold the furniture for 2 weeks for to be picked up because they would not take at the same time. Lengthy process to speak to a supervisor who then stated you were told the wrong information, sorry I am very disappointed in the lack of customer service and poor training of representatives. Their negligence and lie cost me A LOT of money. VERY DISAPPOINTED

DO NOT BUY FROM THIS COMPANY. We ordered a crib for our unborn daughter in early October and have been lied to and misled multiple times about delivery and the status of our order. To be clear, this is not COVID related delays, they initially promised delivery in November (twice) and then again this week, neither of which occurred. To add insult to injury, every time we call them they assure us that all is well and we will be getting a call regarding delivery by date X which NEVER happens. Three times we have been told to expect a call and its occurred exactly NEVER. Its one big scam of passing you back and forth with empty promises and unfulfilled orders. THIS COMPANY WILL ONLY TAKE YOUR MONEY AND GIVE YOU THE RUNAROUND.

Beautiful furniture and style! Certain pieces of furniture are made junkie though.... This location is taking good covid precautions.

I echo what everyone else is saying here. I have had way better experiences with any other furniture company out there. We are moving into a new home and the delivery dates were given to us- delivery dates completely wrong. Will be waiting on our bed for possibly a month after we move on. Tried to schedule delivery- they can’t deliver what has come in until 2 weeks after we have already moved in. Sales associate at store was nice and helpful after we finally flagged someone down- but as others have said, you literally have to pretty much jump in front of someone to get help. They also did a very poor job with managing our expectations- they said everything would be really easy, etc. they should have let us know that the timelines mean nothing and that you need to call to schedule weeks in advance. Too bad I love their furniture so much as I will definitely have to go back, lol.

West elm online delivery is the worst. If you order any piece of furniture do not expect it to arrive for months. Original delivery window is never met. I’m so disappointed and have given them many chances because I love the furniture but this was the last straw.

You would think the associates made 100k a year the way some of them act. Tip to management hire more personable sales associates, also more sales centered your sales will shoot through the roof.

We have had the worst experience with West Elm delivery services twice in the past month. First the incorrect piece of furniture arrived and when the delivery was rescheduled for weeks later, the crew arrived without masks. We provided them masks and they continued to remove them indoors and then one of the crew members did not return from the truck and we were forced to help the remaining gentleman with assembly. The pieces did not fit together, so the assembly took a very long time. I am very pregnant, so not in a position to be helping or in close proximity with anyone not willing to wear a mask. I felt incredibly unsafe. Would not allow West Elm to send delivery personnel to my home again.

Went in there for a desk. Called ahead of time to see if it was there and they said yes. I got there and asked about the same desk and the guy on register immediately said no without checking. Left the store and called again while outside and asked about the desk to be told that they did have it. Had to explain that I was just in there and was told that they didnt have it and that I was standing outside. Shouldnt have to go to all that trouble for a desk. This was 2 years ago. Will change review when and if i ever go back

Very nice up scale modern furniture store with great staff. Excellent customer service, beautiful showroom, and unique items. It is in a convenient location with plenty of parking. Would definitely shop there again.

The worst customer service ever. Bought gold silverware that we hand wash only less than 2 years ago and all the gold has come off. The woman at the cash register (who I believe was the manager) told me that was what I could expect if I purchased gold silverware stating that there was nothing she could do for me if I had it for a year. Really? Called West Elm customer service and they were extremely helpful and accepted the return with no resistance. Clearly there was something that she could have done, she just chose not to.

A 1 star rating is actually too much for this store. I’ve been here two times trying to buy a bed. Never once was I even acknowledged while in the store for over 15 min. Ended up buying basically the same bed at wayfair for $300 less and free delivery. This is just two examples of the bad service I’ve had at this store. I could give you at least 3 more if I wanted to type a novel.

Stay away from this place! The prices are high, but the quality and service is terrible. I ordered a custom bench, the fabric was supposed to be a stone color. After waiting about 8 weeks, it came with a blue fabric!! The outside of the box even said it was the stone color!!I called customer service and after being switched around to several different people, they said they would reorder it. At that point, I just wanted a refund, but she said she would give me a $200 credit to use in the store. I agreed, and they said it would take another 6-8 weeks. I kept calling about it and they kept delaying the order. It finally came, and when we went to put the legs on the pre-drilled holes (there were supposed to be 4) there were only 2 holes. Frustrating!!! We just kept it at that point. Luckily it’s a bench at the foot of the bed that we probably will not be sitting on.I will not be shopping there again!!

Jenn at the Nashville store is GREAT! In all of my shopping experiences, Ive never received such incredible and thoughtful customer service. She went above and beyond to resolve a delivery issue and has made an annoying situation more than tolerable. She makes me want to buy all of my furniture at the Nashville store!

This review is more about the company overall than the specific location. I love the local store in Nashville and the associates have always been super helpful. I love their style and furniture. However, I have had SO many issues with the company and my purchases overall. I ordered a large sectional sofa from them in 2018 and it took 7 months or so to be delivered. I paid for it on time, upon delivery as was agreed upon at purchase. However, someone at West Elm messed up and turned my name in on a late payment (without notifying me or contacting me first). This hit my credit, impacted my credit score and unfortunately impacted the APR on the home I was buying. So, their mistake had lasting impact on my financials to the tune of thousands of dollars over the life of my loan. They offered no apology when I called them and they admitted to the mistake. After much hounding, months later I finally got a letter in the mail saying they had rescinded the credit hit. Too little, too late. Example #2: I decided to give them one more shot and ordered a matching ottoman for the couch in worn velvet. They discontinued the fabric on the sofa line I had purchased so I felt like I had to order the ottoman while I could still get the matching fabric (also annoying). I ordered an in stock item that was identified as quick ship on July 6, 2019 and paid for it at that time. It is now October 1, 2019 and I have yet to see the ottoman or to talk to a West Elm customer service representative that is willing to do anything about it. I have wasted my time calling multiple times over the past three months and just get passed on to another representative to explain the situation all over again and then ultimately tells me the warehouse will be getting in touch. But, guess what? Never, not once, was there any follow up communication. Im at the point where Ive almost given up. Its a shame, because i really do like West Elms style and would be a long time customer of theirs if they could just get the basics right. But after being burned significantly twice by them i will no longer be shopping at West Elm. If you do, its at your own risk and know that these things Ive described could occur.

They charged $139.00 dollars for delivery and scheduled my delivery two weeks in advance. On the day of delivery, and when the 2-hour window of time had almost passed they called to say they were running an hour and ½ behind! This was on a Saturday morning and so I had to cancel my afternoon plans with family to wait around for the delivery guys to arrive. VERY POOR when one is charged $139 for delivery. I will never buy anything from West Elm again. Just another example of a big corporation charging too much for a product they can’t deliver.

I ordered curtain rods from West Elm, and they were wonderful, high quality rods. I realized that I had ordered 2 of the wrong size, so I hung the one, and returned and reordered the others. The curtain rods that I received the second time, were clearly from a different manufacturer, and the quality was very cheap. They looked the same, but the brackets were totally different, too big for the rods, and really flimsy. Beware that you can ordered multiple products that are the same item number and get two very different items. It seems that West Elm has no product quality standards.

The location in Green Hills has a serious customer service/customer care problem. It appears the service associates do not have an incentive to greet and acknowledge customers as they enter or browse the store and I am sure they do not have incentives to encourage and facilitate sales. It is a shame to have to ask for help in a store where the employees out number the customers.

My wife and I are frequent shoppers here due to our recent move.We found our dining table, chairs, coffee table, side tables and various miscellaneous items here.The staff is always friendly and the manager (Jen) made sure our experience with top notch!We went to several home goods/ furniture stores in the area and this was BY FAR the BEST EXPERIENCE!Thanks West Elm Nash!

Beautiful items! A little pricey. Will make your home elagant.

The shop is well laid out and easy to navigate. The furnishings and accessories are very nice. I love the mid-century items.

Great experience with help from staff to custom order wedding gift.

Let me clue you in on the runaround I’m getting from West Elm. Ordered a couch, and as the delivery guys were setting it up, one of the legs snapped in half (it was a problem with the wood - not their fault at all). However, since I’ve been waiting a long time to receive the couch, I was hopeful that I could just get a new leg fed-exed or sent to me quickly. I received the tracking, and estimated delivery is over a month away. For one leg. I called customer service and talked to four different people, and even requested a leg from the retail location - let that couch be crooked! The one I paid good money for is unusable for a month or more, which I think is completely unacceptable. Fix your policies on broken products - keep extras in stock at the retail locations, instead of blaming your vendors.

One star is being generous for how they treat customers at this location. Should a manager be condescending to the point they roll there eyes at you. While I like Wear Elm products I refuse to shop at this location, which is ashame as this is the only location in Nashville.

Considering the prices at West Elm, you’d think the employees would be willing to help. Unfortunately, every time I come to this location, it’s the exact opposite. They’re stuck up and snobby and completely unhelpful.

Agree with the guy who said; Love the products but customer service sucks! after spending close to $4000, I was on hold over 30 minutes trying to find where my special order was! Delivery didnt come when promised and back on hold again! :(

Not very well put together. No ornaments on the trees, kind of a mess. I wanted to start putting this together. Very surprised at the disorganization. Nice associates though.

High end bedding. Great quality

Purchased sheets and needed to return with receipt but was two(2) days over return period and they were all shoulders. 🤷‍♂️ Just wanted to exchange but no grace. Customer service is not great.

The consistently WORST customer service - every.single.time.Employees at the Green Hills location always argue pricing, insist things are mistagged or in the wrong sections or are not on sale. You have to INSIST on price checks or show them website pricing on your phone etc. Its like bargaining with a street merchant - far from the luxury image they try to portray.They default to telling you items are not in stock instead of going in the back to find them. They huddle around the computer island in the back of the store and ignore customers - OR - huddle behind the registers and only ring you up when they finish their stories or conversations.Ive never experienced such lazy, snobby, unprofessional service - not even at Walmart or the DMV.Todays fiasco (and final straw in visiting this store) was the employee who would not sell me a SHEET because the chip on my credit card was dead. She said, chip or nothing. She said they no longer accept swiping credit cards ... chip or nothing. I find that hard to believe ... yet there I was, walking out empty-handed. Good riddance, West Elm. Never again.

I always find the latest trends and fun colors for my home decor. Great customer service.

Walked in, no one greeted me. I walked around for 15 minutes, when I was ready to purchase furniture and price it out they were out of stock of every product I wanted, and didnt bother trying to sell me on anything else. The girls never removed themselves from their chairs to walk around with me and show me other pieces of furniture. Walked out not purchasing anything from West Elm.Very dissapointed. I was very eager and excited to spend some money.

I love the products, but the customer service is terrible. I ordered an item in Jan. 2015, that was supposed to be shipped on 3/15/15, but the ship date got pushed back to April 10, 2015. My credit card was charged on 4/3/15, but the item did not ship. Customer service kept telling me I was suppose to have the item the day I called. They reordered the item, and I was supposed to receive it the following Friday. That didnt happen either. I cancelled the order. Hopefully, I get the credit faster than I was supposedly suppose to get my wall art.

Hit or miss looking for items you need. Wide variety of items. Clean and well laid out store.

Great furniture and design. Little pricey but they do have some good sales

So disappointed with the chairs I ordered (Nook). These chairs look and feel so cheap. The delivery company used was a pain to deal with. They were so rude.

Very helpful and friendly staff. Always good furniture.

Terrible customer experience! Walked in, spent about 20-25 minutes in the store looking at everything, and was not greeted or talked to once! The only human interaction I got was when one of the associates asked me to get out of the way so they could go to the back. There were 3 associates. And only 3 customers in the store including me. And only 1 of them was helping one of the customers. I dont understand how they can charge $800 for the same chair you can get at pier one for $200 and not give any kind of customer service whatsoever. Never, ever buying from this location.

DO NOT ORDER FROM THIS COMPANY. Their delays are inexcusable. What was supposed to be an 8 week turnaround is now delayed for the third time to November.

The color choices on the accessories always seem to impress my wife. The staff is helpful as well.

This store has very helpful associates.

I love West Elm because it is my style, however the Green Hills location has the worst customer service. You have to beg someone to help you and when they finally do it seems like a chore. They are so rude. I need something, I go online if that anymore.

Really nice showroom at this location. Highly recommend if this is your style.

Nice things, but their customer service is the worse. They make Comcast look good.

Funny place, full of funny people. Too cool for school

Great

Customer service was average. Product style and options are great. Will shop there again.

Ive been into the Green Hills location several times now and all of those times, I was never helped by anyone. There was either no one working it seemed like or, if they were working, they stood around and talked to each other rather than to a customer. I found the service to be extremely lacking to say the least. I had no clue how they stay in business. They dont seem to want mine....

Like to get ideas, too expensive for what I can find very similar somewhere else.

Waste of money. Buy the original antique version pay the same amount and get better quality.

I dont know how they stay in business, the service is so bad. I went in to buy 2 sofas and ended up leaving and going somewhere else. They are obviously not trained to sell or assist.

The worst customer service Ive ever experienced. Marta in particular should be ashamed of herself, she is very rude and she is ignorant about the products. How do they possibly stay in business?

Overpriced for thin quilts and dainty pillows. I could find allot of the decor and furniture on overstock or wayfair for a few hundred cheaper.

Furniture world for who love decoration :)

Customer service is terrible. It is the absolute worst.

My favorite furniture store in Nashville

Love the stuff

Awesome furniture and staff

Love their products, but their in-store customer service is horrible. I usually buy online.

I like a lot of their furniture.

Bring lots of $$$$$

Lots of cute and pretty living items

Meh