Went to West Elm to purchase a lamp I saw online. While I was in the store I saw an ottoman I wanted to purchase that showed a price of $149 on the display. I was informed there were none in stock but they could order it for me for $199 plus shipping. I questioned the sales associate on how they can advertise something for $149 but I cant actually purchase it for that price. They told me that they would need to order it online but cant adjust the price and recommended I call customer service. I called customer service, waited for 15 minutes and they told me they could not honor the store price and the store should of handled this. I love the lamp I bought but am disappointed in the service in the West Hartford store. It feels like bait and switch to display items at a price that they cannot be purchased for. I asked if they could order one of the ottomans for the store so I could purchase at their advertised price and was told they cant do that and have no control over what they receive. I also asked if I could purchase the display model and was told no. So bottom line, if I want to buy something shown in the store I actually need to pay 50% more for it to actually get it - $50 more to buy online plus $20 for shipping to my home or the store. Definitely would not recommend this store to others looking to spend thousands on their furniture based on this experience- I have a hard time believing they would stand behind their products if an issue came up.

Best staff ever. Basically on a first name basis with all of them now after decorating a few rooms. They go above and beyond and are so helpful. Its a big reason why we keep buying things from West Elm. On top of that the quality is great and style is just right. Recommend it all the way. Oh and get stuff you want shipped to the store and then pick it up there to avoid crazy shipping costs.

The design staff is extremely helpful and knows the product line inside and out. While shopping online has its place, for an important decision about upholstered furniture you really need some design expertise and to feel and touch the fabrics and see how things are constructed. Great source of inspiration and beautiful items for gifting.

Rebecca was incredibly helpful in the designing and shopping process. She was a consummate professional, had great energy and excellent suggestions for our new home. In addition, the store did a great job of making sure things were sanitary and socially distant to protect customers. Highest praise for this store and Rebecca!

Not a single greeting or help offered after being the only ones in the store for 15 minutes.

Interesting stuff for your place. Pricey but cool to look at.

Leah was very happy to help us! I never had such a great experience shopping elsewhere.Very nice location, and friendly staff 10/10

A bit more overstuffed than Crate&Barrel. Good mix of furniture & misc home goods. Around the holidays they hosted local pop-up tables, small area vendors who fit the West elm aesthetic. Nice thing to do.

Love the furniture at West Elm. It is modern, classy and reasonably priced (saved $1,200.00 at the August sale). I took advantage of the one hour free design consultation and came away with lovely furniture for my new condo. Kathy, my design consultant, was fabulous. She gently pushed me to consider options outside of my zone, and at the end she was right. She also educated me about practical choices for choosing furniture (e.g. for back comfort). I left the showroom with no obligation to buy and never felt any pressure.Everyone at the West Hartford store was friendly and helpful. It was a delightful experience.A week later, I returned to the store and placed my order.I am a satisfied customer and will consult with Kathy in the future.

I never write these things. However I feel like it is necessary to write about their extremely terrible customer service. I purchased a Henry Sofa about two years ago (that is now in terrible condition) and have been in conversation with many customer representatives for months because of the terrible quality of the fabric and the cushions of this said sofa. I received near insulting email replies detailing what a pill is and basically telling me to clean my sofa. I have purchased many things from this store and love their style but I will not be purchasing anymore. Do not buy their fabric/upholstered furniture. The sofa I bought from Bobs Discount Furniture is wearing MUCH nicer and was WAY cheaper.

Fantastic selection and lots of great deals. Friendly salespersons.

Worst service imaginableMy wife and I have ordered dining room chairs, a sofa, and an ottoman from this company and 2 out of the 3 listed came damaged either due to West Elm or the delivery company. Along with the horrendous service, they have very low quality products for very high prices. Save yourself the headache and take your business elsewhere.

Theres always something for everyone. The associates are very friendly and helpful.

I would not recommend visiting this West Elm on the weekends. Despite not having a large number of people in the store, and one person actually checking out, we waited in line for approximately 10 minutes for their transaction to be finished. While waiting, a cashier walked over (yay!) with a woman (hmm) to check her out before us (bummer), despite us being in line first. This woman then hemmed and hawed over her decisions. In sum: The check out process is woefully inefficient.In addition to this, the majority of items in store can not be brought home same day, but are ‘show room only.’ At first not an issue-I don’t mind waiting for something to arrive in the mail- except they force you to pay shipping for something thats in store. An odd process, particularly when shipping for large items creeps into the several hundred dollar range. Without even getting into the quality of the furniture, which had its own range of issues (as well as several items advertised as in stock that store clerks couldn’t locate), this store is not recommended based on customer experience and purchasing processes alone.Edit: Boyfriend thinks I was way too generous with my estimate for how long we waited in line. Likely closer to 20.

Worst customer service ever!!! Ordered something in November, and still have not received it (3 months later). Made dozens of calls and they will not offer any sort of accommodation or give me an explanation of where my item is/when I will receive it. The customer service is incredibly rude and not helpful whatsoever. Do not ever buy from here.

Very nice and let us take photos

Furniture selection is very good all of the employees are friendly and helpful. Definitely stop by and check out their merchandise.

Beautiful decor to choose from - very upscale, if willing to part with a significant chunk of change, youll get something one of a kind.

Incredible furniture. One of my favorite places for a beautiful home

Greatest designed pieces ever!

Beutifull if not a little pricey. Great for inspiration!

Worst attitude/customer service.

I love the stuff there but the staff wasnt very friendly

Not the largest store, but well stocked with friendly staff. Came here looking for some last-minute gifts and was able to find exactly what I needed.

Good selection of modern furniture at decent price

Such helpful staff!

Very nice store, great selection

The absolute worst service ever! Do not shop here if you want to be treated like a human being.

Excellent selection and service!

Good place to go.

Love this place!

Expensive

Love West elm but staff is very unfriendly at the West Hartford location