I waited for 45 minutes at the customer pickup entrance to get a pre-paid bar stool. The supervisor was rude to all of us waiting in 30 degree cold outside. She refused to tell us how long it would take. We had to call customer service to get someone to open the door and ask for our details. After a 45 minute drive to the store this was a horrible experience. I called later to complain. I will never go back! read more

I've always loved West Elm's furniture & style, & I had the most wonderful experience in the Burlington, MA store. I'm relocating, & will be buying almost all new furniture. I worked with a lovely designer today by the name of Nor. She had great ideas & immediately got me. In addition to her knowledge & skill, she is a delightful young woman. I am so appreciative! Thank you, Nor! Karen F read more

All promotions exclude literary everything you can buy from the store/online ... free shipping excludes furniture lamps/ lighting decor rugs... everything they sell ? read more

It's unfortunate, the product is great, but I wasn't offered any help. There were three women working and I was the only customer in the store. One made eye contact but still didn't approach me. I walked within a foot of another and she didn't even look up from her desk. And the last was just on her phone. I was in the store for a good twenty minutes and was never even acknowledged. Too bad I wanted to buy a whole new bedroom set. I hope they don't work on commission. read more

Excellent customer service! I placed a large phone order with the manager, Aerin and could not have been more happy with my experience. She was extremely knowledgeable about all of the products and super patient with all of my questions. Even though I called on a weekend when the store was likely busy, I was never rushed and was treated with the utmost respect during the whole transaction. Thank you for making my experience such a positive one! read more

Rude staff. Constructed a display using products that apparently don't really "go together" and rather than admit their mistake decided to take the pretentious and condescending route. What happened to retail? Can't be bothered to smile and apologize for the confusion? read more

I really hate leaving bad reviews but this is essential if it even saves 1 person the headache. The store itself is ok, it can be challenging to get help from an associate but the biggest problem is west elm as a whole. The worst customer service - ever. Furniture arrives late and often damaged. If you try to raise an issue with customer service expect to jump through a lot of hoops to resolve it. For the money you spend, you won't get a return in the form of customer service. read more

I can't complain about the actual store; it's fine. They have tons of stock and teh staff was helpful and willing to order me all the items I wanted. I received everything and was super excited. I bought all new organic bedding and two rugs last March, so nearly $1,000 worth of bedroom decor loveliness. It looked beautiful on day one, but less than 6 months later it's all ruined. The duvet and pillow cases (the pintucked organic cotton) have basically shredded - all the "pintucks" have become holes and the rugs have come unspooled, leaving long bits of yarn hanging from the (GLUE) backing. I'm debating taking everything back, but since it's been so long (and they don't have a great reputation for standing behind the quality of their stuff) I expect it'll come to nothing. I wouldn't say the items were treated poorly, but we definitely use our master bedroom, so I wouldn't recommend wasting your money on these high priced items, unless you're decorating a rarely used room. read more

As new homeowners we have been to every furniture store within a 40 mile radius. A lot of them multiple times. West Elm is close by but worth traveling for. They rotate items regularly and have a great modern selection. Prices are generally fair and they have rotating sales so if you can be patient, you can usually grab that item you want on sale within a couple months. We've bought bedding from here as well as a mirrored side table on clearance. We have our eyes on a dining table set as well as some of their kitchen stuff for possible future home purchases. We'll always stop in to check out the clearance rack as nice stuff is rotating out of the store. read more

This is a review of the store, not the company or anything else. I'm male and so have only shopped here since moving in with my girlfriend. I can compare this to Jrdn's and C and B. It's a nice store, manageable, set up with things scattered about (no couch room - more like a variety of living rooms as you walk through). It's small, stuff is easy to find. The staff was quite pleasant, not pushy, and helpful. Prices were comparable to other places. My girlfriend rates them as C and B, West Elm, then Jrdn's. I thought the store itself was fine and the items are pretty good, a combo of traditional and modern, though not too crazy. read more

We worked with Judy at Wayside Commons and she was absolutely incredible. The rug we wanted was unfortunately on back order until January so Judy went out of her way to call a number of stores before finally locating the rug in St. Louis where she arranged for it to get shipped to our house. Judy went above and beyond and truly provided an amazing customer experience. And we are so thrilled to have the rug!!! read more

After seeing all the negative reviews I had to post my review. My husband and I came in here to look at sectionals with the intention of buying one online in the future. The woman who helped me was not in the least bit pretentious and spent a lot of times answering my questions and giving me details about certain fabrics etc. she was extremely helpful and nice and I wish I had gotten her name. In one other instance I called the store to ask a question about a product I was looking at on their website. The woman went to her computer and pulled up the item so that she could review it with me. I've only had positive experiences with this place! read more

While I like the furniture from West Elm, the delivery service they use is the pits! They call you the day before your delivery date after 5pm to tell you your 3 hour window. And too darn bad if that window doesn't work for you! There is NO way to request a certain delivery window on ANY date so you are at their mercy. And they will NEVER tell you your time window until the night before. I complained to the Wayside Commons store itself and the person I spoke to said they'd contact the delivery service and see what they could do. Well obviously they did nothing because I didn't even receive the courtesy of a return call. They said it "wasn't their fault", but they contract with the delivery company, so it really is their fault. Don't expect any service to come with the not-inexpensive furniture you bought! For some reason the cable company can let you pick your delivery window on the day of your choice, but this delivery company has no way to do that. Doesn't sound like rocket-science to me! read more

I had to write this review because I had such a great experience! I went into the store somewhat reluctant, to resolve an unusual situation I had. I ordered a dining room set and never picked it up due to some extreme circumstances. Thankfully I met Erin who was so understanding of my situation. She took the time to locate all of my items, which was very time consuming but I ended up getting everything that I wanted. Its so nice to go into a store and have someone go out of their way to help you and make sure you leave happy! Thank you Erin! read more

I agree with the other reviewer's. This store has the worst customer service. It's almost like the sales people see you walk in and run away from you. I have too stood by the register with 2 to 3 people behind the registers and nobody helps. They are useless read more

I am posting this review to highlight the outstanding service I received from Sharon L. at the Burlington, MA West Elm store. Sharon was warm, welcoming, and went far beyond the call of duty to help me track down some furniture I was Interested in. Not only did she contact central customer service on my behalf, but also kept me apprised of her progress at regular intervals. Sharon is a rare find in today's retail market: an employee who understands that customer service involves actually helping the customer, and not just answering enough of a customer's questions to either produce a sale or make them go away. Thank you so much, Sharon! read more

Our experience with this company and this particular store was an absolute nightmare. We won't be shopping at Burlington or with west elm ever again. read more

We use West Elm products for each one of our model home projects. The style mixes and translates well into every home regardless of style preference. Our clients are typically trying to sell their home and as Professional Home Stagers, we find that the clean lines and color schemes offered at WE are the perfect demonstration of what people are looking for in their home. The Burlington store is fantastic! The staff is always eager to help and will gladly go out of their way to ensure you have a fantastic experience purchasing all the goodies you came in for, and then some. Happy shopping... Stayci Fast Owner/Principal Advisor New England Home Staging® tel: 1.888.778.NEHS (6347) www.StagingNewEngland.com read more

My West Elm experience started badly. I purchased something inexpensive but breakable and the salesperson didn't wrap it. When I got home, I found the item had been damaged. I was irritated enough by the negligence that I called the store. Heather, the manager, found an undamaged (which was tough as I had purchased the only undamaged of these items--which added to my irritation) and sent it to me at no cost. Problem solved! And with no inconvenience to me. I have to say, I am not a fan of companies that don't respect my new property, or think that respect is applied in a sliding value scale. But this issue was handled so professionally and so quickly, that Heather won me back. Thank you! read more

West Elm has the worst customer service. I bought a dining table from West Elm on Dec 16, 2018, its been more than 1.5 months and I have not received the item yet. But my credit card has been charged with the price of the dining table. Numerous phone/email conversations with the customer service over the past month has not resolved the issue and I have no idea how I can either get the table delivered or get my money back. read more

My wife and I recently moved and decided to update some of our furniture. We found West Elm's selection, styles and prices to be quite attractive. We especially liked their assortment of small tables and bought two. We had a minor concern with one item, and Donna, our salesperson, took excellent care of us. We have no complaints. It's a fun store to visit and we will be back.. read more

Attended a terrarium workshop hosted here in April by Brooklyn based Piccola Pianta! Toni, the owner of the terrarium business was energetic and extremely helpful. She had everything needed to create a cute and cozy ecosystem for my succulent! My terrarium turned out adorable! So much so that my niece took it from me before I even left West Elm! I would love for Toni and her terrariums to return again and host another workshop sometime soon! read more

I've never written a Yelp post before until now. I went to West Elm today with my wife and we were appalled by the horrible service. We had ordered a light to the store and came in to pick it up. We weren't sure about it and the clerk we were working with told us to take a moment to think about it. She then walked away and was gone for over 30 minutes. Meanwhile, no one else was working the register. The line behind us started to get longer and longer while associates would come up the the register, avoid making eye contact with the customers, and then walk back out on to the floor. Another employee walked up to the register area and was doing research on the computer with her back turned to everyone and then we gently asked if she or someone else at the store would be able to serve us and the other 5 or so people standing behind us in line. She finally called someone to come out to help (the same woman we had originally been working with) and then she proceeds to call up the person who was standing behind us in line. We were taken aback but thought that it was misunderstanding. She engaged us and asked if we made up our minds (at this points we've had over 45 minutes to think about it and said yes we're ready) and then when she is done with the first person who was behind us, she avoids eye contact and calls the second person behind us up to the register. We finally asked if she could serve us AND THEN she rolls her eyes at us and musters an "Alright." Customer service is clearly of little concern to the team here. She rung us up and then conveniently left her associate id off of our receipt, perceivably in an attempt to shirk any responsibility for her unprofessional behavior. If you're going to behave that way, you should at least own it. Needless to say, we won't be coming back. read more

Aerin, the manager is the best !! Helped me so much with selection, design, and fabric. I wish that the rest of the staff was as well trained and helpful. read more

Horrible customer service. Every single visit gets worse and worse. For expensive furniture, there is a huge lack of customer service skills. Seems like the store is short staffed, not attentive and rude. read more

I tend to panic in furniture stores but Aerin was incredibly helpful and guided me through the whole process. She spent a lot of time picking out each item with me, considering the options, proposing alternatives. And she managed to do this while fielding other calls and directing traffic. Terrific experience. Furnishing your house can be stressful but I came out of the whole journey feeling great. Would recommend this location whole heartedly. read more

Wow! While purchasing a set of sheets, I used their ladies' room. The crud coating the bathroom sink rubbed off in a film of black! I've been in facilities in gas stations that were cleaner! Plus, toilet paper scattered all over the floor and only a scant amount left on one roll with multiple empty rolls compete the visual. Shame! I reported the condition to one of the salespeople who exchanged a slight raising of the eyebrow with a patronizing expression with another salesperson. Seriously?? read more

I love West Elm products, and I think this store is set up well and has some good deals in the clearance section, but like many of the other reviews state, the staff is disappointing. I've only had one good experience with the staff there. I'm a repeat customer and have purchased many big items, but every time I go into the store it's still a chore to get some help and I have to try to flag someone down. I don't like being followed around a store, but at least act like I'm there! read more

Even though I love west elm furniture, I probably stay away from this store in the future because of its customer service. I purchased sofas there twice and my experience was from bad to worse. I probably been there 5 times, I was only greeted and helped once. The other times I have to seek help. Things just get worse and worse. I was given wrong info by the staffs that created so many confusions and back and forth. They ended up losing my interest on the rugs that I were planning to buy. This does not stop here. My most reason purchase is probably the most inconvenient experience. We spent our time to come to the store to pick up the sofa that we were told ready. When we get there, we were told it was the wrong color. The manager will call us later. I were speechless. read more

update from barbara js: as of 11/16, things finally resolved with west elm(please see review 11/16). a few days ago, they charged me for a fourth time! buyer beware. read more

Literally have been in the store for 30 minutes and I have yet to be acknowledged by an employee so I left. I love the items in the store and will continue to shop at West Elm just never the Burlington location. read more

Love the merchandise but HATE coming here. No one acknowledges you and despite having 5 sales people on the floor - everyone is too busy (not helping customers) to even say hello. The managers there set the tone for being unfriendly, unresponsive and generally cold. read more

This store has great style but we spent $300 on a "wood construction" coffee table and it's a piece of junk - not sure why they charge so much for their cheap furniture. We could have purchased something cheaper at IKEA and it probably would've lasted longer than this. Stick with the home accessories. read more

Just walked out...the one star is for service. A sales person was helping me find some thing and got called away to help with an issue at check out. She never came back. I went to look for her, we made eye contact, and she went on to help someone else. For whatever reason that sale was more important... Felt 100% ignored. read more

Just had the most wonderful ordering experience with Erin at the Burlington store. We spoke a few times and she was ever-so- patient with me and was able to order them right to my home with no hassle at all. Love the products and service I get at West Elm and recommend them to everyone who is interested in furniture that is lovely and service that is special!! read more

The selection is not very impressive. I went in once looking for a welcome mat and they didn't have any at all. I decided to try again as I needed some bowls and had a gift card. I ended up waiting at the register for 10 mins before being acknowledged, while salespeople talked on the phone and looked at the computer. Not even a "be right with you" for ten minutes. I'll order online from now on if I want something. Very disappointed. read more

I made two appointments at West Elm to work with Erin, who is the manager and provides design services. She is amazing- patient, friendly, knowledgeable about all the products, and has an incredible eye for color and style. I always felt like my voice was being heard and there she never pushed me to purchase more than I could afford or more than I needed. Erin took an incredible amount of time with me, despite the store being extremely busy. She also clued me into deals and offers that would help me save money. If you are interested in shopping at West Elm, I'd suggest you make an appointment with Erin or another staff member, as it does get very busy in the store and you may have to wait for help if you just walk in. read more

Horrible customer service. I love the west elm brand but the staff at this store are just terrible and lazy. We are building a new home and had a consultation session to outfit the whole house, lady we met with was half an hour late to meet us but was friendly and semi knowledgable. After that virtually no communication to finalize sales of a single damned thing. Multiple emails and phone calls to the sales associate and her manager, still nothing. I presume they get commission on sales and we were planning on spending a huge amount of money there but they still don't care. Very disappointing. read more

I went in searching for a new set of sheets after my sheets developed a hole and came out with really nice organic cotton sheets. They didn't have the color I wanted, and went out of their way to try to get it at another store. The other local stores were sold out, so I just purchased another color. I will definitely shop here again when I'm ready to splurge again. read more

These negative reviews are all wrong! I have been a very satisfied customer of West Elm for about 8 years having bought furniture and accessories for several rooms in my home. The customer service then, and quality of the items we have, are both exemplary. Recently my husband and I went back to West Elm as we are in the process of renovating our home and need a bedroom set, and more. The staff could not have been more helpful and knowledgeable. We are thrilled with our purchase selections, the special treatment received, the overall store presentation, and especially the personal, attentive and expertise service from Patty T. Love this store and loved our experience. read more