We had such a great sales experience with Michael that I was hoping this would be a 5 star but things have quickly gone south. We only look at sofas that were quick ship because our timeline needed one fast. We ordered two sofas and received an email that they were backordered for months which didn't work with our timeline. Michael had assured us he would help with issues on our orders so when we received the email we called him at the store. Unfortunately Michael's tone changed quickly when we said we'd like to cancel the sofas. He raised his voice, interrupted and hung up on my husband. We will never spend a dime at West elm again. I wish someone had warned me before to never shop here. As for Michael, it's a bummer that he was so kind during the sales process but so rude and unprofessional once we had issues arise. Not a nice experience. read more

I'm a glutton for punishment. If you check my reviews, I had the exact same awful experience at their California location as I did today in this Colorado one. NO ONE approached to help. They were too busy sitting in front of their computers or chatting with each other. Someone finally asked if we were doing ok as they hurried by, and I said 'Nope. We need help.' and he sent over someone who just... by the end of our exchange I think I killed her with kindness so she was actually helpful but at first was just so patronizing. I don't get it. Its like this company goes out of its way to hire the mean girls from high school who were left with either being an associate at West Elm or selling DoTerra as life options as adults. Both times I walked in with general ideas of what I wanted and a budget of 2-3k. Both times I walked out empty-handed. I just don't get why they don't want my money. read more

I ordered a chair for my office THREE MONTHS AGO. west elm screwed up my order and has yet to resolve the issue. Meanwhile, they have my money and I have no chair. I've spent hours on the phone with their absolutely useless customer service line. Each time I call, I am given a new window of time when they say my chair will be delivered... Only to wait around for those dates to come and go and still no chair is delivered. I've called customer service for four weeks in a row now, telling my story to every single person I have so far encountered again and again, and again... I have wasted more time and energy with this terrible company than I wish to admit. And yet still nothing to show for it. @westelm, I demand a resolution or my money back asap. read more

We were in the market for a sofa and looked around at a lot of options. IKEA, World Market, West Elm and Crate & Barrel. We ended up purchasing the larger Peggy sofa in custom grey microsuede fabric. It was around $1,200, took forever (2+ months) to get here but it was beautiful when it finally arrived. Now we have a disaster on our hands. The buttons started popping off a few weeks in and I was annoyed. Having a newborn baby, being sleep deprived and very hormonal I stayed calm and chose my battles. I figured ok it's just those buttons and maybe they weren't threaded all that well. So I took the cushions to a local upholstery shop and got it fixed for $50 out of my pocket. Then more buttons started popping off and I went back to get more fixed. Finally I was at my wits end and asked my husband to call the Cherry Creek store where we originally ordered this sofa so I wouldn't kill anyone. Being just as sleep deprived and scared of me, he called. The woman told him we could return it for a full refund. Great! That will resolve our issue and I can buy a sofa from somewhere else, I thought. Well we continued having button issues, close to 15 popped off this time and it looked awful. The fabric is slacking because the tufting is gone and it looks like complete crap. Thanksgiving and Christmas arrive and I'm honestly embarrassed to have guests sit on the thing but we carry on. Now I call the store to arrange for it to be picked up after the holidays because I just can't any longer and am told by the manager that we can't return it now because it's been over 9 months and that's their new cut off time. It had been just over 9 months since the order if you count the 2 months it took to arrive. At this point I'm irate due to the fact that I tried to fix the buttons with my own money (twice now) and gave West Elm the benefit of the doubt plus I needed a sofa so guests had a place to sit for the holidays. I was horrified at the suggestion that was made next, they could send me a DIY kit and my husband and I could put on all 15 new buttons in our spare time. Seeing as this was the only option given to me and I was told whomever promised us a return over the phone was just plain wrong, I told the manager fine but this is really poor customer service and I could not believe in all my years of shopping with this company, we had a DIY project on our hands. When I asked how long it would take to get buttons she wasn't sure but would call me right back. My husband calls the next day about the buttons because we did not receive a return call about how long that would take. Shocking I know. We were told that they had not created a skew # for our custom grey fabric so no buttons would be sent until that happens. I loose my mind. Stare in horror at the couch week by week and then cover it up with pillows (some from West Elm). Two months later, a package shows up with buttons and what amounts to a ridiculous threading system to replace them via a chopstick-like gadget with pictures illustrating the steps. You have got to be kidding, I think. No, no they aren't. I am at a loss. We spent hard earned money on a couch that is touted as hand crafted and we've had nothing but headaches and then we were given a truly comical resolution. The worst part is I know we're not the only ones in this boat. To have created a detailed training guide with colored pictures on how to repair your sofa means you've probably received hundreds, if not thousands, of calls, emails and visits about this awfully made Peggy sofa. You have to do better, West Elm. I will never shop here again. Your reputation has been tarnished. Although that World Market sofa was made in China for 1/3 of the price, I guarantee it would have held up better. An update to this, we received new cushions over the summer- not from the Cherry Creek store but from the online catalog group in California once I escalated things and got one of the managers of the catalog group (total hold and phone time was around 6 hrs over several weekends by then). Once the seat cushions arrived, they were the wrong color of gray, about 1 shade off- a different dye lot- and the buttons began popping off again. I am happy with their service at the online catalog group however my frustrations with the couch remain. It's currently sitting in the basement and it's unusable. Shoutout to the catalog peeps for trying to make it right. The product is truly the problem. So three stars is for the effort because they really did try. Final update, the Peggy sofa is no longer available as of 2/21. Sweet sweet victory. We were loud enough and it worked. Don't be afraid to fight for what matters. Truly. Couches matter. read more

Just left West Elm, had the greatest experience with Michael (Design lead), he was so professional and kind through the whole process. Definitely will be shopping here again! read more

Beware that you have to pay $150 shipping if you want your furniture in a reasonable timeframe. The $50 shipping option takes triple the amount of time. Sales people and management will claim shipping fees are "transparent" however they fail to mention cheaper option takes longer so not very transparent at all. Clearly west elm is losing a lot of loyal customers with shipping fees tacked on after the sale and delayed furniture delivery. It's too bad because furniture is super cute. read more

It's been a nightmare working with West Elm. I ordered my bed frame 8 months ago they delivered it incorrectly three times. Each time I have to deal with them on the phone for hours. Each time they reassured me it won't happen again. Each time they wanted to point the blame on the delivery service and not take responsibility. I have a business account with them and they interfered with my work and I have to cut my losses at this point. I will never shop from them again. read more

Working with West Elm has truly been the worst experience I have ever had. Started on February 1, 2021. Ordered a 3 piece sectional. The problems I have encountered are far to many to list. I now have 2 pieces of a 3 piece sectional. Apparently one piece is missing. I have talked to no less then 20 different people. No one ever calls me and no one ever follows up with me. I can't express how frustrating this experience had been. I really wish I would have read all these reviews 6 months ago. I will never shop here again. read more

Coach discontinued after we waited 3 months with no call and no apology. We ordered a coach in June. It was supposed to be delivered 3 weeks ago. We kept calling and finally see our order status changed to canceled. We had to call to hear that our coach was discontinued and we are just out of luck the rug, pillows, stools we bought to go with the coach, suck to be you. I guess if you can pick up your item right then and there but if you need to order do not trust West Elm. I will never use them again. read more

I see why this place only managed to snag three stars. It's small. So what I would normally be able to shop for and take home is not here. We fell in love with their wall mounted wine rack back in California a year or so ago. So we wanted the same ones for our new home here. We were told they don't carry wine racks at all in general in the store. They do carry them online. Well for most folks we want to see the merchandise in person. What was surprising was the staff that we talked to didn't know they don't carry them and had to go ask someone else. The wait turned out longer than usual because this person got "stuck". So. In summary this location is small, the staff needs more training and what is up with the size of this location? This business in general has really great offerings but due to their store size here prob doesn't carry most small stuff? They are though in fairness all about sofa and chairs and big ticket items. read more

Let's just say visiting this place once was sufficient. I stood in the middle of the floor and flagged down 4 store employees all of whom asked me to give them a moment. No smiles. One actually came back and asked me what I wanted and disappeared permanently to check if the item was in stock. I saw everyone around me getting helped, even the ladies that came in behind. I am hoping it wasn't a race thing, but I felt unwelcomed. Classless. 1 star for the grumpy employees and lack of service. 2 stars for the mediocre furniture. I should have checked Yelp ratings first which could have prevented me from coming in. read more

west elm - Nice set up... - Furniture Stores Near Me - Denver, Colorado

Terrible buying experience at this West Elm store. Here is a quick summary of what happened (my problem is still not resolved). I went to the store and inquired about placing an order for two (2) Finley chairs ($400 each including shipping). I was told that the order would be delivered within 4 weeks, after I inquired several times about the delivery date, since this was the determining factor of my purchase. I was ensured that the delivery date is correct and could vary one week, which I was fine with, so I decided to make a purchase. Two days later, I received an email letting me know that the chairs are custom made and would be delivered 4 months down the road. This was obviously unacceptable, so I called the store to cancel the order. During the phone call, the store clerk came up with a reasonable suggestion that I should buy two chairs with slightly different color legs, and she advised me that she would cancel the original order I placed. I was fine with that and I went to the store and made another purchase (assuming that I would receive a refund on the original order). A month later, I received an email that was advising me on the status of the original order (something about the order starting to be made). I immediately called the store and was told that "custom orders cannot be cancelled". I proceeded to talk to the managed, which advised me that they would take care of the issue and call me back. Two weeks later, after I did not receive a phone call back, I called the store again, and was again told that "custom orders cannot be cancelled..." I felt like I was talking to a robot. This level of unprofessionalism and the lack of care is unbelievable. All that is left for me to do it dispute the charge on my card and leave the chair that get delivered, 2-3 months from now in front of their store, or file a lawsuit... It would be so much simpler is someone would actually listen and call me back with a resolution... I am very disappointed and will never order from West Elm again. read more

Learn from my experience: NEVER Order anything to be delivered from West Elm. I'm SO Disappointed in the total mess of an experience I've had with their shipping. Was supposed to have a couch and bed delivered last week and at the last minute, they said my bed couldn't be delivered. I had to call/get connected to SIX different people to find out what happened. A week later, still no bed, no update: no email, no phone call, NOTHING. I'm livid. I used to love West Elm and have had only great experiences with their in store teams. This ensures they have lost a lucrative and formerly loyal customer. read more

I was really excited to see that West Elm had FINALLY made their way to Colorado. They picked a prime piece of real estate in Cherry Creek North, highly visible from 1st Ave. Unfortunately the store was pretty darn small and empty. For those of you new to West Elm, think Ikea meets Crate and Barrel. Sort of. Cutesie modern home goods that aren't horribly expensive. The stores in Cali are spacious yet jam packed of cool things. This store, is small and didn't have lots of cool things (perhaps I just don't like the current line of stuff?)... in my mom's words "where's the upstairs? Is this all there is?" Sadly mom, yes, this is all there is. read more

west elm - Furniture Stores Near Me - Denver, Colorado

West elm is a bunch of con artists. Called the store to try and see if they carried a table a wanted. They said they would call me back and then never did. So I found a different table on sale through their website. I was then charged $150 for shipping and processing (WHAT AN ABSOLUTE RIP OFF)! I'm still waiting on the table 6 weeks later. I tried to call and cancel my order and they said I would still be charged $150 for handling because the product has been handled? WTF. Take your business elsewhere. read more

I read a lot of negative reviews of this store, but ultimately decided to go in to return/exchange a rug I'd ordered online for a larger size. This was a complicated return, because I'd had two different discounts when I ordered the initial rug online, and I learned from the national hotline folks that questions about discounts and returns are to some degree at the discretion of the store manager. What I found when I went in was a mighty staff of friendly, helpful people and a really helpful young salesperson, Kat, and manager, Tina. I don't do a ton of reviews, but based on the negative experiences people seem to have had here in the past, I figured it was worth adding my thoughts. FYI, it may have helped that I called ahead to make sure what I was trying to do in the store was feasible (e.g., return a rug without a box or packaging on it, etc.). But again, the staff seemed eager to help and I left feeling really satisfied with my experience. Great job guys! read more

West Elm has lovely furniture, but we received poor service today. We were looking at a chair we planned to purchase, and the salesperson picked it up and walked it to another customer. She glanced over her shoulder and asked if we were looking at the chair as she carried it away. When she made her way back to us, she had us look at the computer because she couldn't figure out the price of the chair and didn't seem to want to be bothered. We walked across the street to Macy's where we received excellent service and purchased a chair of similar style and price. read more

I chatted with a very nice sales rep from this store over the phone regarding a few of their products. Rather than go back and place the order online (which would have been much faster and more convenient during a free shipping promotion), I ended up placing my order through the store as a compassionate effort to give them direct business during COVID. When it came time to pick up, it took over 20 minutes for the loading dock person to answer any of my phone calls or doorbell rings. I had the back hatch of my SUV open and ready, but instead of dropping the bags in the car, he plopped them all down at my feet and told me he can't put anything into a car. I then had to squat down and lift heavy items up off the ground in order to load them myself, despite being 8 months pregnant. It seems that I can root through and touch any item in the store, sales people can then touch all of these purchases as they wrap them up, the loading people can touch all of the bags and boxes as they transfer them out to the dock, but they cannot place items into an open vehicle which would be the only step in the process that actually requires zero contact. Furious, I decided to return my order. Back at the store, I calmly explained the situation to the manager, Jacob, and he was nothing short of a complete brat about it. Apparently this irrational and ineffectual policy comes from the city and/or from corporate, and therefore he felt no need to empathize or apologize for the situation. At the very least, he could have agreed that they could do a better job informing customers that you have to be able to self-load all in-store orders into your car, no matter what your health status is or how heavy the items are. He's young, he clearly has no empathy or concern for others, and has NO business working in a position of customer service. I will never shop at this store again, despite being a fairly steady customer on furniture and other expensive items in the past. If he wants his overpriced brick-and-mortar store to survive COVID, he's going to have to seriously rethink how he treats his customers. read more

Shopping for a new apartment I came here with a recommendation from a friend. I never thought of West Elm, but they have some really great pieces and fun accessories that add color, shape and texture for your living space. Employees were super helpful and let me browse the whole store as I started to hone in on pieces, they helped with ideas and other suggestions. read more

It was possible to give a negative star, I would have. We ordered 4 rather expensive ($549 each) leather mid-century counter height stools from them thinking the quality would be worth the price. Well...that's what we get for assuming. Within a year the backs are sliding down and away from the main seat, if feels like the bolts are not tight on the bracket...they are under the factory applied fabric on the bottom so I thought a call to the Cherry Creek store would be helpful. I swear If she could have told me to eff off she would have...told me to call furniture doctor-what a great way to stand behind your products, really pathetic!!! Just as a reference point, we had an expensive espresso machine that malfunctioned from Crate and Barrel...no questions asked, they shipped me a new one and had me send old one back. Guess who will always get our business now? read more

Store is nice, but the service is non-existent. Why have sales people if all they do is send you to a computer (design center) to order on line? Why have a store if everything needs to be shipped to you? You need to re-think the retail experience or Amazon will take you down too. read more

This store has a decent size showroom but very small storage so mostly things have to be ordered online and frankly, shipping rates are bit high and it takes minimum 4 weeks. They do validate parking tickets, and staff are amazingly nice. Although, they are mostly not approachable unless if you approached them. They over explain things which is mostly helpful. Hint: checkout the small clearance section they have. read more

Less than zero. The store did its part, but the delivery service was horribl. Scheduled my deliver, less than 24 hrs before they called and said they could not find my item. I pressed them and they said they found half of the sofa. Customer service sent several emails and they never received a response. spoke to multiple associates and received multiple answers. Canceled the entire order and they can care less about you. Save your time and sanity and shop elsewher. read more

Products don't last. If you follow the laundry instructions to a tee, they will still have issues and they won't take a return back.

Was promised a delivery date 2-4 weeks after order placement of a sofa. Ended up extending up to 2 months in addition to the arbitrary cancellation of my order completely without notice(The only way I found out was because I checked my bank and noticed a credit from them). After about a week trying to understand why my order was cancelled I decided to go with another company. This was going to be my first big sofa purchase and thought I would be appropriately satisfied considering the brand's reputation and premium pricing. Not only was I disappointed but I spent 2 months eating dinner on my floor thinking it was a small price to pay for the 'dream' sofa that I had envisioned for my space and thought I would soon receive. read more

Michael, one of the managers at the store assured us the furniture would be delivered on time and to not worry at all. Now it is delayed months. He said if there was an issue to just call him and he would help us through any issues we had. He said that's the great thing about West Elm, we act as your agent and take away all the headaches and handle this stuff should it ever arise. When we called and spoke to Michael he had a horrible attitude, he was extremely nice while making the sale but was a different person once an issue arrived. He was extremely short with us, rude, and was not wanting to provide any information on what was going on. He then hung up on me. Luckily I was able to reach Maggie in the store. She was very nice and was able to tell me what was going on and what next steps would look like. What turned into a wonderful experience with West Elm was quickly turned into a bad one thanks to Michael's lack of customer service, attitude, and willingness to execute on what was promised. read more

If I could give West Elm negative stars I would. I've had the absolute most terrible experience with this company. We spent $2500 on two brand new Eddy Sofa couches. They came in beautifully but took almost over 4 months to arrive when originally quoted 6 - 12 weeks . After countless customer service calls I finally was able to track them down and get them delivered. They sat in a warehouse for a couple weeks before the delivery team finally brought them to our new home. Now it's been EXACTLY one year since they were delivered and one of the couches completely broke. The frame just snapped and the leg went through our couch. It was absolutely unbelievable since it's just my husband and I and we're both in shape. We don't have children and do not allow our pets on our furniture. There was absolutely no reason for the couch to break. I contacted customer service immediately seeing if there was anything they could do to help us with the issue. I called and was promised that the Colorado team would contact me within 24 hours about the issue. I never received a call or email. A few days passed so I emailed customer service again with photos, and I was passed around from agent to agent via email (7 different agents) One agent then Promised that a part was ordered for me but there was no proof of what part was ordered and why a part was even ordered in the first place since it was the frame that broke. I finally got a hold of someone over the phone, waited almost an hour for them to speak with their manager only to be told there's absolutely nothing they can do since we've had the couch for a year. No suggestion on who to call to help us get it fixed, no "we're sorry", just basically "tough luck, we cannot help you, goodbye". $2500 couches should last 5+ years, not 1 year. I love the look of west elms furniture but will never ever be ordering from them again. Please save yourself money, time, and exhaustion and do not order your furniture from this company. read more

west elm - Broken Couch - Furniture Stores Near Me - Denver, Colorado

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If could give zero stars, I would. We bought a blanket for our bed at west elm. Fast forward 6-7 months and we have washed it a few times (per their care instructions) and it is fraying all over the place. Wife called customer service (note: my wife couldn't be a nicer person on these type of interactions) and explained the situation and the lady told us that we have had the blanket for 7 months as if that was an explanation for why it should look like that. To add on she told us that they have no way of proving that we washed it the right way and there was nothing she would do to resolve. Asked if she was kidding and she reaffirmed in a very rude way that there was nothing she would do for us. Taken aback, my wife said we would never be shopping at west elm again...wait for it...she responded, "good!", and hung up. read more

Pretty disappointed with the sofa we bought from West Elm. It was pretty expensive (for us) to spend $4500 for a sofa, but thought we were doing the right thing buying quality. Unfortunately, for the short time we've had it, the cushions are not holding their shape well, and the fabric is 'pilling' very badly. Very disappointed that it is not holding up better than this. Let's face it, their stuff is not cheap, and shouldn't be made with cheap fabric! read more

Unless you are walking out with an item- go somewhere else. They will promise you a reasonable date for delivery and the you will find out it is pushed out weeks and weeks later. Our item was scheduled for a 6 week delviery time frame and after 3 months we were informed, after numerous calls and emails, that they stopped production on the dinning table. Forget about customer service - either it is 45 mintues on hold or emails that takes days to respond back to. Sales rep in stores are not empowered to make thing "right" .You have to take possesion of item then call customer service for any type of resolution read more

I had a really good experience here. Not sure why there's some bad reviews. Nicole helped us look at every custom option possible for a new couch. She also went above and beyond with knowing our names, asking which fabrics we liked, etc. Nicole, you're amazing! Thanks for helping us extensively!!! read more

I called to see if I could return a coffee table that I purchased at the Boulder West Elm. Debby on the phone was really helpful and was able to help me process my return without a hitch. I read about mixed experiences with customer service from other reviewers, but I was definitely happy with the service at this location, and will definitely be coming back! read more

Came in to return a few sets of curtains that didn't fit in my home. I ordered them online because I travel almost every week and have 2 kids so it's quite difficult to dedicate a day to in store home goods shopping. The man helping my (presumably new) checker looked immediately annoyed when I pulled out the online receipt and asked me "why would you buy these online instead of in the store - did we not have them in store when you came in?" I said "no, I didn't have the opportunity to come in store before." He then spent the rest of the 5 minutes I interacted with them telling me that I really should have come in store because they carry those items and then I can help their local store rather than shopping online. I said - "I can appreciate that, but I travel so much that's not often feasible." He rolled his eyes & looked completely put out. The when I asked for a receipt they said they couldn't print me one and it would be emailed. I asked could they tell me the total of the return and he said rudely "just whatever you paid minus shipping. You don't get shipping refunded when you order online." OK, I get the point! You want in-store shopping.... but you won't get it from me with the rude attitude. I would have stayed today and shopped after my return but I was so uncomfortable I walked right out. read more

Buyer Beware:@westelm does not care about their customers. They do not carry major items in store and will charge you an to ship to store or home. Shipping takes 3 weeks, in which time, they will not price match current prices, even though you have not received the item. Try to return and repurchase for the new price? They'll charge you to cancel the order and then charge you for shipping again. I will not be shopping there again. read more

Tried to call customer service to do a price adjustment on a set of sheets I purchased that went on sale. They said no , "based on our policy, we cannot do that." Purchased the sheet set at the lower price. Went to the store to return the purchase. They said they cannot return for the higher amount because they only have certain boxes they can check on their POS screen. Will never be shopping at west elm ever again. Worst customer experience ever. read more

I can't say enough about the great service I have received at West Elm. The sales associates are patient and helpful and their items are a great value for the price. read more

Seriously the worst costumer experience. The gentleman I was asking questions to seemed to want to rush through every question I was asking. He did not want to help at all. All their representatives were busy on their computers rather than helping their costumers. Do not come to this location. read more

I absolutely love all of west elms furniture and fixtures so it truly upsets me that the customer service at this location is so awful. These people have wasted my time on numerous occasions, but this is what happened most recently: 1) I called and asked if they had a shelf in stock. I was told it's not in stock, but it's on display if I want to stop by and look at it and they can order it. Ok. I drive to the store, ask an employee the same question, and she says they supposedly have one on display but she "can't find it". It's not that big of a store.... But thanks for wasting my time. Fast forward a week to a different visit: 2) I pick out a new shelf I want that they supposedly have in stock. An associate is supposed to be grabbing it from the back. 15 minutes later, oh turns out it's not in stock. Wanna order it? Ok. And then she tells me that they will not honor the store price, but the more expensive online price. So I say, ok so you have this on display in the store for a certain price, but nothing in stock so everyone has to order it. Then once you go to order it the price goes up because the online price is different. I consider that an enormous bait and switch, and incredibly not cool. Pretty sure that kind of shady stuff is worth a call to the BBB. Won't be wasting my time in your store anymore. read more

Fantastic customer service! The manager (Barb) was wonderful and kind in helping me with a complicated return situation. She stayed on hold for an hour with the corporate office to help me get the order figured out. Everyone in the store was kind and helpful! The store is beautiful and the employees on the floor were very attentive. Thanks West Elm! read more

So...I've been a West Elm customer for several years. A couple of years ago I redecorated my home and used some key products including a BELLO SHAG RUG. DO NOT buy this crappy, low quality rug - after two short years in a very low traffic space, the rug is constantly shedding, yarn comes out every time I vacuum it, and it looks sloppy because of said shedding and loose yarn. West Elm has been giving me the run-around for almost two months in replying to my complaint. While I do not deserve a full credit, I do want the company to take some approximation of responsibility for this crappy rug that I paid $600. Be careful what you buy at West Elm... 02-282-749-5712 read more