The review is based on my experience with Adrian. He is the best!! Extremely pleasant and tried to help me out in every way possible! Lovely sales associate at this store in Estero. I can't say the same of an elderly lady who was also working there yesterday around 1pm. She felt annoyed that while Adrian was answering my questions regarding a bed I was looking at, we were apparently on "her way". Give me a break. We were there first - just go around! It seemed like she was not happy that a non caucasian person was trying to do business at the store she works at! She is definitely not suited to work with customers. read more

Aaron was super helpful and nice to chat with, completely different than what the other reviews say. It's always refreshing to deal with an employee who genuinely enjoys what they do. read more

Sales guy impatient and hung up on me; kept interrupting me as I was trying to ask a question and answering before i could get all the information out. I have never dealt with a store that knows so little about their own merchandise and gives an attitude when you have basic question. It's laughable actually, as they act surprised that you expect them to know something about what they sell. read more

Spend your money elsewhere!! Terrible instore experience, customer service and delivery. Ordered Paige Sofa (june 2025) and waited 16 weeks for delivery! I realize all furniture is made to order but I received numerous emails delaying delivery. Bait & switch? Finally delivered sofa (Oct 1) but without the legs!! Only had the plastic travel legs installed. Really! It now sits on my living room floor like a futon, totally unusable! Wait.. it gets better! Even though this is West Elm's screw-up, I am now told I have to wait another 4 weeks for the legs to arrive, since they are made-to-order also. One would think, somewhere in their inefficient system are the original legs that went with my sofa. The best part... when I asked for a refund on their advertised white glove service, I was told no credits on CC, just a gift card to their store for future purchases. I laughed and told them I would NEVER shop their store or affiliates ever again! How can West Elm run a business like this? They should be ashamed! read more

I ordered three pieces of furniture from West Elm. They delivered two-and-a-half items. The item missing was the legs to a glass top desk. I was told they will deliver them within the week. Then it was two. Then three. Then four. After eight phone calls I was told... one more week to ten days. Nope. Enough. I canceled the order. In the meantime I've had a huge, heavy box sitting in the living room... for a month. I was told they could pick it up in... wait for it... ten days! No way I insisted! After some wrangling, they offered to have UPS pick it up (instead of their drivers) the next day. So I schlep this thing out by the front door. UPS shows up and says... wait for it... it's too heavy! Contacted WE and they assured me they will pick it up in a day or two. We'll see. Stay tuned, the saga continues... read more

I was helped out by Bruno and then Annette. They both offered advice and I am really happy with my purchase. Lovely store. read more

Bad. Terrible. Go somewhere else. I went to this store to purchase the Hamilton 3-Seater Sofa for $2300. I paid in cash. I ended up having to move before the Sofa was delivered and didn't need the Sofa anymore. I canceled the order. 2 months later I am being told they can't refund me my money and they can only send me a gift card. I have talked to customer service 10+ times and they know, they took 'notes' each time. I can countless email from them. And they refuse to refund me the way that I paid. Turns out there reason for not being able to refund my money is that they say I paid with a gift card. So what I realize is that the shady employee at the store put the cash on a gift card in order to purchase the couch. I did not pay with a gift card, I paid with cash. Maybe your store's policy is to take cash and put it on a gift card so that if the customer has a problem, there's no way for them to get there money back read more

BEWARE! DO NOT ORDER ANYTHING FROM THIS STORE! In August we ordered a mirror. For over two months we were given the runaround as to were it was, and when it would be received. Not only was this item $380 but they had the audacity to charge $100 for shipping. Again at the end of October we called, and the store manager continued with the runaround. Finally he told us that he would be crediting our purchase method, and that he had one in their Coconut Point store. Today we made the 45 minute drive to pick it up, only to be told by the manager that he never checked the frame color we had originally ordered, and they did not have that one. Topping it all off, while waiting for the manager to come out, I overheard one of the sales associates on the phone with a customer. She was heard saying "to be honest with you our customer service is terrible". Yes it is read more

I give this one star rating, because zero star is not possible. Waiting 3 and a half months for an one item order. When you call, you will get transferred multiple times and will be put on wait for hours. They blame it on the vendor of the delivery company... BUT we bought it and paid for the whole thing form WEST ELM, so we have nothing to do with ohter parties.Was on the phone for the 6th time for 20 minutes to hear they are trying to track the item. Emailed customer service to get standardized replies... horrible service. Our home is fully furnished and decorated by them, but that apparently doesn't count. BE AWARE: NEVER prepay in full!!!! Pay when it gets delivered. West Elm is a fraud company!!! read more

Oh how I love West Elm, let me count the ways. I visit this location in Coconut Point every time I go down to FL. The store is clean, spaced out nicely. They have a good selection of sale and always have fun neat little knick knacks. I always seem to walk away with something. I wish they had one of these in St. Louis, but their website is just as good! read more

west elm - St. Jude Mercury Owls! - Home Decor Near Me - Estero, Florida

What a lack of customer service. I walked in and saw 4 employees pretty much face to face and not ONE of them came up to acknowledge me or even care to ask if I needed assistance. Once I finally asked for some help I couldn't help but notice the lack of interest there was to help me find what I needed. I'm never walking back into this location. read more

West elm and it's related companies have the worst customer service I have ever have had the unhappiness to deal with. We ordered several thousand dollars worth of different furniture. None of which came in complete. A dining room table which came damaged and shipped had to be sent back. The coffee table came without the legs. And all of this after waiting for delivery for over 3 1/2 months. in attempting to get a full refund, we went through telephone after telephone after telephone call being put on hold, disconnected, and otherwise ignored. I will never purchased another item from these morons again. read more

STOP!...and think twice before ordering! Damaged product received. Contacted numerous times, photos emailed as advised, and no response! Once payment is received, they want nothing to do with you. Save yourself the headache. read more

Careful, not only is their stuff extremely expensive but when it goes on sale they don't offer a price match. I online ordered some peruvian wall mirrors and a week after I received the total order (they came in different shipments) the mirrors went on sale. When I called, they said not they don't offer any price match. It's not like a month went by, it was approx. 2 weeks from the original order date. I asked the woman on the phone what I could do... I asked her if I needed to box them up, send them back and re-order them and her response was "if that's what you want to do"... great customer service West Elm. Look at your overall reviews, they are not good and now you just lost another customer.....keep up the good work.... read more

I ordered two items, both of which are of inferior quality. This is the first and last time I will be ordering from West Elm. Very dissatisfied with this experience read more

West elm is one of our favorite places to get items for our home. We were hesitant however to purchase any big items from there but finally took the plunge a few months ago. I'm SO glad we did. Not only was the staff extremely helpful in assisting us with picking the right piece but delivery was on time and the men set our sectional up quickly and easily. And we LOVE it. I can't say enough good things about this west elm. Every time we walk in, we're greeted right away but never pressured how you may feel in other stores. The store is always clean and just gives off a great vibe. Sadly there aren't many stores around (this area at least) with furniture and decor that is on the modern side, good thing we have this store. Even if you're just window shopping, don't visit coconut point without stopping ini read more

west elm - Our new urban sectional from west elm estero - Home Decor Near Me - Estero, Florida

As it turns out some of the furniture I purchased for my place in Naples from West Elm has turned out to be garbage. I needed to furnish an apartment quickly and went in to West Elm for a couple of things. Some sharp selling techniques from the associate convinced me to open an account and purchase multiple pieces so that I would have something to come home to. Sure enough an hour and several thousand dollars later I had some basic starter pieces to furnish my place. This included a new sofa, cocktail table, credenza for the tv and a new bed. Within a few days I noticed something was off with the sofa. The legs felt weak and unstable. I had a couple of friends over to check out the new place and when we sat on the sofa we all looked at each other with fear. We instantly new this sofa was about to snap it's legs. I freaked and contacted the store and was informed I could return it. I only had the furniture for less than a week and I had to hire a moving company to pick up and return the sofa the following weekend. Keep in mind that I had to pay an outside delivery service to deliver the furniture and now again to return the sofa. That in itself was an odyssey. The case goods (credenza and cocktail table) seem to be okay at this point. There are no issues there but I do know that if those pieces are moved back and forth that those legs would also snap. Overall I'm happy with the case goods. A little over priced for the quality but good looking. Now this bed is another story. I've been reading reviews about the sofas and the awful stories about buttons popping from the cushions or backs. I have the Grid bed and it's good looking and fits the style that I wanted. However this piece has the same legs as the sofas and sure enough the legs are loose, the whole bed sways and I'm expecting any day for the legs to snap. One would think I've had some acrobatic circus on the bed but I haven't. The furniture is just poor quality. They upholstered goods are designed to look great and sell in the store but once they are in your possession watch out! At $1000-$1600 each piece you would expect them to last for a couple of years but that is not the case. I'm now having to purchase new legs and rails to apply to the bed to keep it stable. This is going to cost me an additional $700-$900 leaving me with a bed that is poor quality and has now cost me almost $2000. It's not even two years old. I think if you're in the market for furniture you should keep looking. Don't trust this store for furniture. Do yourself a favor and purchase their accessories and other items that aren't as expensive. Save a few extra dollars and get yourself something that will last 5 to 10 years. Not 5 to 10 months. read more

I spent thousands of dollars on West Elm furniture and rugs- cheaply made- delivered couch without cushion covers and broken zipper. Rugs shed very badly and unravel. One chair was delivered UPS! Over100 pounds and expected me to move it. Quality is poor. Customer service very rude and unaccomodating. I will never purchase another thing from this company! read more

West Elm in Estero has been such a great help to my mom and she wanted me to write a review to let everyone know how great and helpful the staff was. She purchased several leather dining chairs from them a few years back and the leather began to split on one of them. She went to the store and spoke to a manager and he said that they had recalled that leather and offered to give her the amount she paid as credit for each chair towards the purchase of new chairs. They were really a pleasure to deal with and went above and beyond to make her happy. Thank you West Elm Estero! read more

This review is about my experience purchasing online from West Elm for delivery at our home in the Naples, Florida area, and should not be read as reflecting negatively on the bricks and mortar store in Estero, where the staff is friendly and helpful. And of course West Elm does have nice products at a reasonable price, so if you can buy them at a store or have them shipped directly to you from the store's stock, stop reading here. However, if you are thinking about buying anything substantial online, don't. Put simply, our online experience was an utter nightmare, one which we will never repeat. We ordered beds and nightstands in advance of moving into the house, and had numerous extensive conversations in which we were absolutely guaranteed that delivery would occur during the two-week period we would be in the house setting it up after closing. The nightstands were instead delivered to a FedEx warehouse and left there, and we had to ask our real estate agent to pick them up so they wouldn't be shipped away be fedex. The bed did not arrive at all, and we were told it would be weeks later before it could be delivered. We canceled the delivery, but it took many calls to get the promised refund credited to our card. Later in the fall, before we returned to Florida, we ordered other beds and nightstands, and were promised delivery on a date after our planned return. Instead, the beds were delivered and left in the driveway weeks before we arrived. Fortunately, a neighbor called us and took them into the garage for us. The nightstands were delivered days before we arrived, and we found them sitting outside our front door; fortunately, it hadn't rained those days. Subsequently we ordered a hall stand. This arrived on schedule, but was broken and had to be replaced. The furniture is nice, but the psychic cost vastly outweighs its value. We're done with West Elm online orders. read more

Was out shopping with my mom and we stopped in. From the minute we walked in we were followed by the woman on the floor that morning. She would fold towels or stand in the isle while staring at the customers inside, making everyone feel uncomfortable. For the prices (I'm not complaining about that), ill shop somewhere else...somewhere I will feel like I can just enjoy shopping and not be followed like I'm about to steak half the store. read more

West Elm's customer service is superb! If you ever need design advice, Laura (Asst. Mgr.), is the BEST!! She goes above and beyond to listen & satisfy her customers! Thank you Laura. read more

One-star review based on both male employees lack of helpfulness on telephone, based on male employee showing poor attitude to male co-worker in front of customer in store and the one who was waiting on customer was standing to close by when customer was speaking on cell phone in store as if customer was doing something wrong. Total unpleasant shopping experience in every way. read more

I was never made to feel more judged under the spotlight than when I shopped there this week for Christmas presents. I purchased a 50 dollar blanket and the older woman, mid-fifties, cashier asked me if I'd like to donate to a foundation. I said no, I'm sorry and she proceded to roll her eyes at slam my purchase toward me with a pen and my receipt to sign. I don't need to explain myself to her snobby tastes but I raise crazy amounts of money for numerous foundations and had a limited budget for my christmas shopping. Some 'poor' people stay poor because they're actually helping out others in need. Not some bored rich Estero housewife that only works to stay busy. I'm never going back in and I've already passed this story on on social media sites. Shame on you judging, ignorant snobs. read more