It is nice and well organized here. There are a lot of furniture here.

Loved everything about my experience- Kevin was super helpful to quickly get us exactly what we needed in a short amount of time. I really appreciated his helpfulness, expertise and understanding. Thank you Kevin and West Elm!

Drove 3 hours to be treated like a peasant! Kisha and her staff was rude and very dismissive. I told them Upon entry what I was interested in and needed assistance. I am totally in disbelief that I had such an nasty and offensive experience. More than coaching is needed, however this maybe the store’s routine. Sad!

Finally picked damaged item.4.5 months waiting for half of my order to arrive at the store, second half got back-ordered even though it’s same pair of nightstands.Worse e-shopping experience by far, store poorly managed had to go 4 times to the store.Ridiculous how bad this brand is.

Big showroom.

I purchased a simple bed frame online on November 30, 2020. I was promised delivery during the first week of January 2021. It is now March and I still did not receive what I have paid for. I was informed only once about a delay for 2 weeks. If you decide to order anything from West Elm, make sure that it is some that you do not need to come on time.

This West Elm just opened, so they were still getting things together, but they made sure they provided excellent service anyway.Loved the space and environment as well.

The furniture in the showroom is beautiful, but we dealt with a dismissive, rude salesperson today. Im not sure if the store is commission-based, but she certainly wasnt getting our business.

It was ok. The surrounding area was good.

West Elm has very nice design and the price points are good. The staff is also very nice. Unfortunately, their inventory systems are either the worst on the planet or they are deliberately lying about delivery dates. The furniture industry is going through major shortages of foam and particle board the delivery estimates on their website are wildly unrealistic. What is listed as in stock and ready to ship is NOT. Customer service is friendly, but dont help you unless you complain on Social Media. That seems to get things moving. Also, the return policies are brutal and full of catch 22s. I would have loved to give a 5 star review, but after having my delivery date pushed back over 4 weeks, I was able to cancel my order and go with someone else who actually had furniture in stock. There are vendors with sofas in stock. West Elm is not one of them.

I haven’t written a review in a long time, but I had to after seeing the negative reviews here. Perhaps the store got off to a rough start after opening. However, I had an exceptional experience today! When I first tried to walk in a couple days ago, it bothered me that I couldn’t because I had to make an appointment. But it was super easy to get an appointment online and today I was very happy appointments were required! They are much more serious about the health precautions taken than most stores, which I appreciated. Jeff helped me throughout my hour of browsing and he was wonderful! Never hovering but somehow always there when I had a question. He made great suggestions, moved things around for me, brought me swatches, and sometimes it was like he was reading my mind! I felt zero pressure but got lots of helpful information. Once I decide among my options, I will definitely be ordering from West Elm. Love this store! And Jeff is the best!

This store is awesome. The staff are exceptional and Kevin the manager goes above and beyond to make your furniture dreams come true. I would highly recommend.

Caravans of Gold is online at Africa.si.edu . African Arts collections are wonderful.

Extremely poor customer service.I was really excited that West Elm finally opened. I went as soon as it opened today to pick up the item I had put on hold. The cashier named Jenny was in no mood to help, let alone acknowledge the customer at the counter. After waiting for a While I finally got her attention. I had to literally try to get her attention while she was on the phone. No facial acknowledgement either. After waiting for an hour my items were located, went to the counter to inquire and pay for it she dismissed me by asking “oh you wanted to buy it?” Long story short, The other people were helpful but Jenny was extremely disinterested in helping. I just left due to her lack of minimal customer service. Such a nice store but due to people like her this location’s West Elm will lose business. Sadly will try to find and order online. I will try to contact the head quarters and reach West Elm to report this since I am so disheartened by her behavior.

Very disappointed with West Elm.*****update*****Today December 4th 2020. I checked the update for my order. Again, the estimated delivery date have pushed away further to Dec 30th to January 13th 2021. Unbelievable.You cannot believe their estimated delivery date.I purchased a swivel chair from this location in October 6th. Waited 10 minutes in store for assistant and while I was purchasing the staff lady was rushing saying that it is almost their closing time. At the very end of the purchasing process I was told that there is $150 flat rate for delivery that I wish I had known before. I never had to pay for delivery for furniture cost over $200 before but that was fine because I really like the product until they kept pushing my estimated delivery 3 times.The day I purchased I was told that the estimated date should be from Nov 23 - Dec 7 then 3 weeks later I received an email said that delivery date has been revised to Dec 4- Dec 18 due to Backordered. I called customer service to see if this would be the latest i should be expected to receive my chair and I was confirmed that it should be the latest delivery date and it should not be no later than that.Then yesterday Nov 29 I went on the website just to check the process. Surprisingly they changed the estimated delivery AGAIN without sending me any notice or email to Dec 8- Dec 22.I decided to call customer service again and specifically asked if the chair I ordered has ever been made at all. The answer was NO. After all this wait. 2 months. It is ridiculous.I requested to cancel the order because this is unacceptable. The customer service said she would submitted a cancellation request. The worst case is that the vendor does not cancel in time and i receive the chair.I would recommend to purchase your furniture elsewhere if you don’t wanna waste your time here.

West elm has great products and great customer service except for one of their employees named Jenny who was incredibly disrespectful and rude and did even put effort of trying to help me. And if the shop keep having employees like these they might lose their shop.

A bit over priced, but very comfy and amazingly customizable. Better than Id expected.

I scheduled an appointment to shop in the store, received an email and even chose who would assist me on my visit. I drove 45 min to the store - only to see the windows and doors boarded up, with no sign on the door. I tried calling, but it was clear the store was closed. If the store is closed, why are you letting people schedule appointments? Why are you showing available appointment times? Then today, still no word from the store to contact me about rescheduling or anything. Ridiculous.

So I live in New Jersey and the West Elm Rockville store had a cushion I wanted in stock for curbside pick up. So I thought I’d save $17 (1/3 the cost of the cushion) in shipping by having my sister pick it up for me since she lives close by. But she left town before I could tell her. I called the store and a very helpful man named Gidion began taking down my shipping info (my sisters address) and when he realized they live in the same town he so graciously offered to drop it off on his way home from work. I was so grateful for him going out of his way to make sure I got my cushion and I saved on shipping. It’s a rare person who will offer to do that for you! Thank you Gidion for showing me excellent West Elm customer service! It’s deeply appreciated.

On hold with West Elm. Their customer service is really bad. Everyone is very polite and kind but it’s starting to feel like an act because we get put on hold forever and then someone picks up and starts the call from scratch with no awareness that we were already put on hold with someone else. We bought our dinning room table with them and the delivery was a disaster. The people who put the furniture together ruined the table and we had to wait another month for a new table, which turned into two months because West Elm canceled the order for absolutely no reason. Once I called and reminded them of the situation they finally put the order in. The whole thing was a mess and hours and hours of waiting on hold to clear things up. Now we are in the same situation with a couch cushion. We just bought a couch from them and once the delivery men left we noticed a tear in the fabric of one of the cushions. We called immediately and let them know. We explained that the delivery man took a picture of the couch so they will be able to see the rip from the picture. Again, it’s taken over a month to get anyone to respond or follow up. Their customer system is unethical. The are COUNTING on people to getting frustrated and giving up. It’s insane. This company comes across as thoughtful and ethical and eco conscious and on and on and on.... honestly, don’t trust them. They are just taking advantage of people. Never shopping with West Elm again.

Great apartment for rent near to everything. This is in Chevy Chase, MD

Store has item but “on display” so not willing to part w it. I’m in retail and this is foreign to me. If you have it - sell it. Was told I could order on line. Shipping literally half the cost of the item. Great furniture etc. but it’s good customer service that keeps people coming back. Disappointed.

West elm does not keep the promised delivery date. They are right now a month behind. Totally unacceptable way of doing business. On top of this misserable situation is the worst customer service that you can have when trying to accommodate a uncomfortable situation. I bough three harmony sofas 20 days ago and maybe if I am lucky it will arrive in two months. We careful with them if you are planning something and time is sensitive. They will not deliver in any aspect. Shame on West elm, never will buy there again.

Update —-west elm customer service is horrible - if you want to contact the delivery team, you can only call the main line and be transferred- the funny thing is when they transfer you, the call will get disconnected in 3 seconds! It happens to me twice!!!My experience with this store so far was just nice. I’m sorry to see some reviewers having negative experience, but the staff there in my experience was friendly and helpful.

I visited West Elm yesterday and was trying to order a coffee table to pick up. The nice gentleman at the front had limitations speaking and the female manager stood at the next cashier and did nothing to help. She was looking for a plate online for over 20 minutes. You could tell he was struggling to communicate and she acted like we didn’t exist. He even asked her for help and she said that he could handle the task. thought it was extremely unprofessional and rude, and finally another person came over to help. I would hope that next time she would considerate to her employees and customers.

I visited West Elm this evening for the first time, and unfortunately it wasn’t a great experience. I walked in and someone that works there looked at me and didn’t say a thing. I walked around the store browsing, and again not one person greeted me or offered their help. I had some questions regarding their 30% off sale but I ended leaving because I’m not going to spend my money in a business where I’m not even acknowledged. Good luck!

Fellow customers: please dont but at west elm. This is a scamy store, that promise something at the moment of purchase and then you get nothing of what you expected. When you complain, doesnt matter how much time you spend explaining the issue, they give you nothing as an answer and just ask you to call again later. Arlisa is the name of the supervisor that I had to interact with - all the conversation has been completely unacceptable. I will never buy anything here again.

Very bad customer service been there twice both times left without purchasing because nobody would help .

Wonderful staff.

Love the variety of furniture shopping