I am currently in the store. I have been for the past 10 minutes. I passed or shall I say was passed by by several employees and none of them said a word. Arelia (not sure of the spelling) saved my lack luster experience. I was shopping for the Haven sectional and was interested in purchasing today. As gracious as Arelia was, rather than give my money to a store full of rude employees, I'll make my purchase. UPDATE: I found a better sofa and exemplary customer service at Crate and Barrel! read more

West Elm is a terrible, awful company. I have had an order open with them for 11 WEEKS!!! They stated it would be here between 11/04 and 11/19. The informed me on 11/15 that it will be not be delivered in time. When I tried to cancel, they 1st stated that they would not be able to refund the $249 shipping fee. On a different call, they stated that they would, "have to ask the vendor to cancel..." and could not guarantee that I would get any of my money back! LOSERS! This is completely against the FTC "30-day Rule" that states merchants must allow customers to cancel orders if they miss their delivery dates. https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order I am going to open an FTC complaint and I urge anyone else that had problems with missed delivery dates from West Elm do the same. https://www.ftccomplaintassistant.gov/#crnt&panel1-1 Screw this company with their manipulative practices and their crap service. Williams-Sonoma West Elm stink is tainting your brand. read more

It's hard to imagine a place with worse customer service than this West Elm. My husband and I shop frequently from West Elm, and had to stop by this store twice to make returns for in-store purchases. Both times, we were met by outright hostile employees. The first time we tried to return an item (which was the wrong size and labeled incorrectly), the employee kept accusing me of lying to her manager (who thankfully was more understanding). The second time, a different associate accused me of trying to return a non-returnable item. The receipt very clearly lays out how to tell when an item is final sale (this one wasn't). Even after she realized her mistake, she never once apologized (or heck, smiled) and instead made a big deal about how I was inconveniencing her. The employee went on a long rant about how the store had to burn all returned bedding and how I was costing the store so much money (pretty sure the burned bedding part isn't remotely true, FYI). I love West Elm, but this store and its employees are an embarrassment to the brand. God help you if you ever need any actual customer service here. read more

0 stars. Camille is clearly racist. We recently lost our furniture after our home flooded. We were hopeful to find a piece to match what we were able to save. My husband sat on a bed as he wasn't convinced of the height. We were speaking Spanish and English interchangeably. Camille walked over and spoke slowly to my husband assuming he didn't understand English. Told him to get up off the bed. Once she noticed my daughter was wearing designer label, she changed her behavior. No one in the store assisted us. Horrible experience. read more

Came in about a week or two ago. Several employees in the store but only Catherine came up and spoke to me. She was very helpful, gave suggestions and overall was super sweet. One older caucasian lady in particular was standing at the register when I came in and looked at me upon entering then turned her head. After walking past me on multiple occasions I later saw her engaging with other customers but went out of her way to not address me. Definitely felt her motives in not addressing me were intentional. read more

West Elm is the worst! Purchased a bed that was IN STOCK, our biggest criteria. They missed delivery window and we were told it was on back order! No call or email update, just "surprise your moving in and will not have a bed!". Now, three missed delivery windows later and my daughter is on a mattress on the floor of her apartment. They were not willing to provide a loaner bed or even deliver a floor model. Their solution, almost a month after my daughter's move-in was to suggest we cancel the order!! So I took them up on it. read more

The mr. and I have been busy little bees shopping for furnishings and have come back to west elm over and over. This store in particular is our absolute favorite. Despite not living in Houston anymore, we still maintain a relationship with Ebony, our AWESOME sales associate. She gives great design advice and her honest opinion on which pieces are going to be more durable than others. She answers the hundreds of questions we have and even stayed after her shift was over to keep assisting us. Lots of stuff to look at but they showcase the mid century modern style very well by staging various living areas and bedrooms. Didn't have the best experience with the delivery of the couch which we suspected was missing something. Called up West Elm in CC and they literally lifted up the couch and emailed us pictures of what the base should look like. The CS rep was able to put in an order for the replacement piece. I do love that they don't hover around you pushing things onto you but will be available whenever you need them. read more

Horrible service. Love the store but not this location. I can't even count on two hands how many times I've been here and walk around the store - sometimes half an hour before someone reluctantly approaches me. Without fail - I leave and order ONLINE ONLY! And we tried to purchase a curtain rod and the sales rep didn't even offer to order it right there at store. Actually that's happened more than once. Crate and Barrel on Westheimer is so much more helpful - more in stock and the employees are always helpful. If they don't have something at their store they will offer to order it for you. That's the customer service I'm used to! This place doesn't even deserve one star! read more

FYI this place locks their doors 15 minutes before their closing time and will refuse to let you in. Horrible customer service.

This store does not cover the basics of customer service. While shopping for replacement sofa after Hurricane Harvey flooded our home in Aug. 2017, interaction with this store ended up being a very frustrating experience, which added to the already stressful flood recovery process. On 11/26/17, my wife and I placed an order at this store for a replacement sectional. At the time, we knew reno would not complete until about Feb. 2018, so we accepted the est. delivery timing between 1/30~2/13 (more than 2 mos. from order due to optional fabric). The store rep placed the order through their system, processed our west elm card payment, and gave us the order conf. printout. On 1/19 (Fri), we decided to go to the store to check the order status since we were nearby. When the store rep checked the status, it was noted that the est. delivery timing was somehow delayed additional 2 mos. to Apr. 2018 (nearly 5 mos. from initial order).. When we asked the store mgr (Jon Crowley) why west elm had never contacted us to inform and explain the delay, he simply apologized, and first tried to ask us to call customer service to find out, but when we asked him to find out and email or call us, he told us he will contact us within a day or two. With that, we left the store to wait for updates and resolution. The mgr never contacted us since. On 1/22 (Mon), I called the store to find out why we had not received an update, and I spoke with the store rep (older lady) who rudely addressed me such as "just a sec babe", "hold on honey", even when she knew I was calling about an order complaint. I asked to speak with the mgr, and a different store mgr told me that she will find out from the other mgr and will call or email back with updates within the day. Once again, the store did not follow through. On 1/23 (Tues), we went to the store again to find out what is going on. We patiently and politely spoke with another store mgr on duty that day (Alison Valvo) to explain the situation, and she told us that she was the one I spoke with over the phone the day before. She stated that she had sent me an email, but I checked both my inbox and junkmail to confirm the email was not sent. Since west elm still had no answer, I told the mgr we wish to cancel this order and place an order for another sofa with shorter lead time. This time the mgr stated she will have to talk to another mgr the next day to process the order cancellation since she is still new, and asked us to let her know the other sofa to order in place of the cancellation. She promised to process the cancellation and reorder the following day (by end of 1/24), and make the process as seamless as possible, and also honor the original 30% promo discount to be applied to the other order. We asked her to email the cancellation and reorder conf. when this is done, and she made a copy of our original order conf. printout which showed my email and cell number. Again, we did not receive contact after we left the store. On 1/27 (Sat), I called customer service to explain the entire situation, and found out from the rep that there had not been any contact from the store to the main ordering system, and there was no indication of order status inquiry, no sign of order cancellation request, and no reorder of the other sofa being registered. Then they transferred me to the furniture department, the rep here was finally able to process the cancellation, but stated the reorder will not be eligible for the 30% discount promised by the store mgr, and will have to first wait for credit of the original order charge if I wanted to use the west elm card, because the original order had already been processed and the reorder will go over the credit limit. After all this, I still have to call back again to process the reorder. I spoke with the store GM (who had an uncaring tone of voice through the entire conversation) to tell him that the least the store could do was to follow through with status updates. And all he did was to send an email (the first email I received from the store), with a very simple apology and another excuse telling me of the 'other email', which I had already told him we never received. Rather than trying to convince a customer with excuses that does not solve anything, he should have at least made the other mgrs email apology for not following through with each of their promises. All it took to make this whole process acceptable was simple communication effort from the store to the customer, not the other way around. When the store management cannot understand the basics of customer service and customer satisfaction, I am sure there are many other customers that will walk into this store and encounter a frustrating shopping experience. read more

I ordered 8 different kinds of furniture from this store. First of all, It takes FOREVER to get the furniture. It took me over a month to get my order. I finally got notified that my furniture was ready to be picked up so I went there to pick up my furniture. I even called the store and made sure my order was ready and they said they had them. However when I arrived at the store, they only had 2 chairs instead of 4 chairs.They argued that only 2 chairs arrived. I showed them my order numbers and they finally apologized that they had made a mistake. They told me one of the staff accidentally sold two of my chairs to another person. I had to wait a week more to get the other 2 chairs. I don't understand this mistake. This is very basic work. staff must to check order number and customer name. Second,I got another notification that my table arrived at the store and was ready to be picked up. So I called to the store but my table wasn't there. So I told my situation to one of the employees there, and he just told me to call the Scheduling Center. He didn't really help me at all. I had to call customer center and scheduling center. I wasted a lot of time. I got to talk to another employee who again said I should talk with the general manager. He said the GM would call be back, which never happened. I had to call the store three days later to talk to the manager. he was very RUDE to me. He wasn't aware of what was going on and did not apologize about the chaos. Finally,they decided to send us the table as an offer, but the GM told me that I called the store too many times and they were distracted. WHAT??? I only called the store 4 times, and it was because they promised to call me but never did. Am I not allowed to call the store and check what the heck is going on after paying a couple of grand on furnitures and waiting 7 weeks for them to come? BE CAREFUL! THIS STORE IS AWFUL! read more

Our first visit to the City Center store - so sad Highland Village location closed - and we had great service. Ebony is a treasure. Thank you! read more

Just attended the free interior design class at west elm. Learned new tips on how to decorate and what styles I gravitate toward. Really cool that they have professionals with interior design degrees on hand to assist! read more

Can I give this place less than a star? I give this dumpster fire of a store ZERO STARS. The incompetency of West Elm boggles my mind. I'm not sure if it's their corporate culture to be as aloof, uninterested and unhelpful as humanly possible, but that's how they act. I live in San Antonio and the store there is just as god awful as this one. After receiving terrible service (no service? Is being ignored the entire time you're in the store even considered service?) at the San Antonio store, I decided to make the drive and give it one more shot at this location. SA didn't have the bed that I wanted in store...and call me crazy, but I like to physically see the quality of an item before I spend thousands of dollars on it and endure the delivery process. I used the West Elm website and determined that this was the closest location that had the bed I was interested in on display. I called the MORNING OF THE ROAD TRIP before I left San Antonio to double check that the bed was actually on display and that we'd be able to see it. I even told the employee who answered the phone that we were driving from SA. She told me that yes, they had the bed and yes they had the color I wanted and wished me SAFE TRAVELS. Fast forward three hours later and (after being ignored again by two different employees on their phones), we were flippantly told that this location doesn't have the bed on display but that they guess they could open a box from the back and let us see the headboard. Yo. I know what the headboard looks like. I need to see how well the thing is constructed. No apologies. Nothing. They all acted like I was the jerk for being mad that I just drove 200 miles for NOTHING. The guy even had the nerve to ask me if I was sure I had called the right place. Bro. I know the difference between San Antonio and Houston. Don't waste your time, energy or money on this place. It's not worth it. And now if you'll excuse me, I have to drive the 200 miles back to my house. What. A.Joke. read more

Great store that has amazing furniture but everything is over priced. Their clearance sections has move from the center back to the left corner and has reduced in quantity of items considerably. read more

I bring a saddening and disheartening review of my wife and I's experience during our first time setting foot into this location. To begin, my wife and I drive across town to see an item to ensure we like it instead of placing the order online and picking it up in-store. Oftentimes, this method of shopping may also help if the item is defective, therefore you can inspect it first hand. We arrive at the store and we hunt down an associate after 5 minutes of waiting to assist us with the single item that we want which is also being modeled on the showroom floor. She radios someone to pick it up from the back of the store and disappears. We wait over 10 minutes and when I find her and unfortunately have to interrupt her, I follow up about our item. She informs me that the item has been at the front register. I do not step foot into brick and mortar stores often so this was a bit frustrating that this was not clearly communicated. When arriving at the register we wait a few minutes for the cashier (I believe Jordan) to make eye contact and we ask if he is open to check us out. Once he does inquire about our item, he has no idea where it is and radios the same woman who told us that it was ready at the front registers. Once the cashier brings the item in the box up to the counter, I notice the box is heavily taped. I ask if the item has been returned and he says "yes, it appears it was an order that was cancelled online." My wife and I request to open the box and inspect the actual item. Well, the item is defective. We ask the cashier if they can pull another one, he slowly radios to see if they have another. They do not have an additional one which we come to find out after asking him several times with no response. We request the possibility of the floor model since we took the time out of our day to drive across town and also to account for the inconvenience of the packaged item being defective. The cashier states that only the items in the "flea" section can be sold from the floor. First off, if that is a reference to my wife and I being under 30 and shopping at west elm, that is very discourteous and disrespectful. The cashier does not know anything about me, my wife, her family, my family, or our background. What if we were secret shoppers or Williams-Sonoma Inc. representatives coming in for a surprise visit. We proceed to ask for a manager. Then we ask again because the cashier does not radio for him to assist us. The manager then slowly arrives and right in-front of our eyes, opens a register, rings out a customer first, then seems to suddenly remember that we have been patiently waiting... After asking over four times the man we met finally gave us his name- Hemal. He stated that he was the "only manager" and that he was also the "store manager." When Hemal arrives, my wife explains the situation in which he provides no solution, advice, or possible alternatives. We kindly request from Hemal the possibility of buying the floor model since the only one in stock is defective. My wife and I both clearly understand that stores have to have uniformity of their displays and oftentimes cannot sell the floor models, but doesn't the customer always come first? If a model can make its way to the "flea" area, can it not ultimately be sold to improve customer experience instead of the aforementioned scenario? Hemal also refuses to order it in-store and have it sent to directly to our home. Please let us be clear, we definitely wanted to purchase the floor model, we would have been thrilled and completely satisfied, however Hemal would not even consider it. We were not looking for discounts, incentives, freebies, or flea items. We were only looking for one item that was actually in-store and instead ran into this unfathomable customer service experience. An amicable solution between Hemal and my wife and I would have been perfectly acceptable versus merely turning us away with no solution and instead we were severely disrespected throughout this entire West Elm CityCentre experience. Please if nothing else, let this be a lesson to all the employees of Williams-Sonoma Inc. and its affiliated companies to treat all persons with respect and dignity. It is in much dismay that I have to spend my time writing this review. My wife and I both firmly feel that sharing this scenario to all those involved and any others that may read this that it may provide some hope for the future of West Elm CityCentre to better educate their employees on overall customer service. We wish the best for these employees who may not have taken their training seriously and as a result may be treating numerous customers this very same way on a daily basis. We believe that these misguided employees can improve themselves for the better and personify valued employees of the West Elm CityCenter storefront and Williams-Sonoma Inc. In closing, my wife and I can firmly state that we will never set foot in the only west elm store in Houston ever again. read more

I love their Mid Century stuff. Also, this location has a member of management that had been a lifesaver! thanks Josh Mathis!

I had a custom order disaster, and visited the store to see if anyone could remedy it. While some of the staff was sympathetic, I was told there was nothing they could do to help me. They reiterated multiple times that they could only help if I ordered in store; which they recommended as the best way to shop from West Elm. Contrary to the store's claim, customer service accepted a return on my order. I intended to replace my order in store, as they advised, but the sales representative helping me never called back. In my effort to get in touch with the store I was only met with snarky employees who provided contradicting information about a situation they knew nothing about. So unless you want a drawn out back and forth with clueless employees, buying from the store is not an ideal alternative. I will visit the store to view swatches, but all my purchases will be made online. read more

I was looking for a chandelier for my master bath. Camille was so knowledgeable, she helped us on finding the right size, finish and combination. She didn't push on any decision at all, and respect my shopping habit. It was great pleasure to have her helped me today. read more

So this is my initial review for this West Elm location, and I hope I never have to change it because I absolutely love their products. I just reviewed the Highland Village location and it wasn't a pleasant one to write. First of all my husband and I were greeted by two different employees who seemed very willing to help. We ended up talking to Jeff who was the most helpful and patient employee we have encountered at any West Elm. We asked a few questions about a couple of their items. Jeff was profesional and thorough and went above and beyond to make sure we were satisfied with the outcome. He was knowledgeable of the merchandise and what they stocked in store or at a different location. Jeff even tried his hardest to help us out with the bad experience we were having at the Highland store after he sent us there to buy something they told him they had in stock and was held for us, but magically disappeared when we showed up. Although out of his control he called various times to try to help with the situation. On a side note the manager at the Highland Village location, Nikki, finally happened to make a table appear, one she had insisted they didn't have. She tried to send us away various times and was rude and gave us the "why are you still here look." When she finally came to talk to us she made it seem like she was doing us a favor by letting us purchase a table she found in the stock room, she never set foot in. And she only did this after Jeff spoke to her and she knew he was speaking to his General manager. #notjeffsfault #jeffthetablehero read more

west elm - The hard fought table. #jeffrocks - Furniture Stores Near Me - Houston, Texas

This store has been absolutely great. I always feel welcomed when I visit. I have yet to experience a negative experience. We were able to purchase great pieces of furniture for our home at this store. Also this store always throws amazing community events. This store is heading in the right direction and the GM at this store is all so very helpful! Great staff and store! read more

I was excited when I realized there was now a City Centre location after losing the Highland Village's West Elm store, which is closer to where I live in the Heights. My boyfriend and I decided to stop in after work to take a peek at the table and chairs we had already eyed online. It was disappointing to feel unequivocally judged by the older sales woman who greeted me as she looked me up and down with no shame. My office has a pretty lax dress code, so I came in in distressed black jeans and a graphic tee, for that reason I brushed it off. It wasn't until she made a comment, while looking in the sale section after browsing the whole store, that I was in the right place for "my" price point, which had never been mentioned. It's probably best not to make judgement calls about what people can spend when you actually have no idea. Rethinking making a purchase, at least from this particular store. read more

Best west elm is Houston by far. This store actually greets you when you enter! They always have a good sale going on, check out the clearance it's worth it. I have my whole living room set from here that I bought for Christmas! Thumps up!!!! read more

Bad customer service. Staff act as if helping you is an inconvenience to them. Not going back 2nd time staff was rude. Went to Crate and Barrel instead. read more

This is my favorite decor and furniture, every time I go I'm greeted and well taken care of which is rare these days. The staff goes above and beyond to make you feel welcome and is very knowledgeable about their products. Thank you for making it seamless to buy stylish decor! See you all again soon! read more

I wanted to update this review as management finally helped out with this situation after I physically went to the location. The manager immediately recognized my name and mentioned this review, but surprisingly hadn't contacted me like most business do by replying to reviews. Anyways, he gave me definite dates and sorted the whole situation. I still choose to give 2 stars because when we received our dining chairs, the pieces wouldn't fit. By then my husband and I were so frustrated, we couldn't think about returning them as they were already so delayed. My husband had use a hammer to adjust some pieces so the chairs could assemble. We had to take one chair completely apart and reassemble pieces that had come assembled incorrectly. IKEA storage system assembly was a piece of cake compared to the assembly of these Classic Cafe Upholstered dining chairs. Sadly, their website has no place for you to read or write product reviews, and they never gave us a receipt of this purchase. They made us take pictures of the printed order form/receipt they had. read more

I have shopped at West Elm for a while, but this store is by far my favorite!!! The staff--particularly Vincent--has been wonderful to work with and repeatedly go above and beyond to help me. I really can't say enough. Whether it's letting buy a chair I wanted off the floor so I could have it immediately or taking extraneous measures to make sure I get the best sale price on a couch, this store is willing to do whatever possible to make my life as easy as possible. I really can't say enough good things about this West Elm! read more

I love this West Elm! With its polished concrete floors, huge windows, enticing merchandising, it's hard not to fall in love! Lots of home decor items here, including throws, pillows, glassware, knicknacks, furniture, gift items, it's a visual luxury. Owned by the Williams-Sonoma group, they bring the same customer-oriented attitude to this store. I was promptly greeted, asked if I needed help, then left alone. I had no trouble finding a gift for those hard-to-please people. Now, parking at CityCentre is a problem. Best suggestion: get there early, hope for the best. I noticed they now have parking meters along the street there. HELLO! Why should I pay to shop at these stores? CityCentre needs to take a hard look at themselves. Parking is an issue; charging to shop is an issue. But, this store is lovely. read more

While their furniture looks great in the store, it is impossible for me to get anything delivered. Of the three items (two chairs and a couch) I've special ordered, I have received 0. I've called four times over the last month and half (the delivery date was the first week of June). I've been given the exact same response every time; "It's on its way to the shipping center and you should be getting a call within three days to schedule a delivery." I have not received a delivery call. I am beyond disappointed and will not order anything from them again. Frankly. if I could get out of these orders, I would. read more

Bought a great table for a great price. But the reason this store deserves 5 stars was the customer service was outstanding. There was a significant delay in shipping. I talked to a representative named Vincent who personally contacted multiple stores and arranged for the furniture to be delivered promptly. He went above and beyond and it's rare to have customer service like that! Highly recommend. read more

I came in looking for Ebony who was so helpful during my last visit. Unfortunately she wasn't there. STAY AWAY from Kiadonshae. She wears a personal necklace that even has her name. Idk what it is but she acted like she did not want to help me at all. She gave a fake smile when we walked in but immediately proceeded to walk past and not ask if we needed help. We actually perused the store looking for help w/ little to nobody around. Sure enough as we proceed to check out we end up w/ Kidonshae so by default I had to ask her my questions at the counter. She had no product knowledge about the items I asked about, she could not explain which items were discounted and which ones werent, she complained about being at work (which im sure she's not working for free) and she literally acted irritated the whole time I was at the counter. Tbh I preferred not to be there either but she literally took 20-30 min to check me out over 1 item that was on clearance. If this wasn't a major steal I would've just walked out. Smh this location needs some help and serious training. read more

I've been shopping here for years now because the management always takes care of you. I had an issue with my order, nothing that the store would be obligated to fix, but managers Jonathon and Josh went above and beyond to resolve the issue and that is why I will continue to come back to this store! read more

We purchased a Harmony Sectional which was in stock and ready for next day pick-up from West Elm at City Centre, Houston. during the Memorial Day sale May 21st and as of September 14th, 2017, we STILL have not received it! When we went to pick up on May 22nd, the sofa was broken. Then, when the store reordered (June 21st) it was the wrong sofa. After speaking with many managers (Josh, Jonathan, and William), we still haven't received the sofa.There have been two deadlines given to us recently that have come and passed. While a discount on the sofa was offered to us after the first mistake, it has been too long without an answer or an offer for any other compensation!! We have been very cordial and understanding during this whole process, but enough is enough! We cannot be patient any more and meanwhile the money we spent on the Harmony Sectional is sitting in West Elm's pockets! ADVICE: think twice before purchasing anything at West Elm!! read more

I love their stuff. Hate their customer service/staff because they were not helpful, I came into the store, inquired about the price of a couch I was eyeing for awhile, and the guy told me that the price WENT UP 400$. He said that they accidentally marked the price wrong while checking online. Bummed, I went back home and checked the price again--it was not marked up. So a couple days later, I came in again and tried to ask another staff member--said the same thing. I told her I checked online and the price has never changed. She literally said, oh was it the smaller size? Endless excuses from these people. Jesus. Literally have never had a worse experience than this place. read more

One word: FABULOUS!!! Jonathan is absolutely wonderful!! He did everything he could to accommodate my return and new purchase! Everyone is so friendly and helpful at the City Centre location. It is honestly the best customer service I have ever received! The store is immaculate and the furnishings are beautiful! I will be coming back again and again! Thank you Jonathan and West Elm City Centre!! read more

I am currently in the process of moving out of state and needed new furniture. I went online to make a few major purchases, but felt slightly overwhelmed and decided to go into the store for assistance. Alyssa Spooner immediately came to my rescue and helped me with all my orders! Alyssa is personable, courteous and was very patient as we went through the process for each order and ensured my shipments were to be made out of state for a future date. I truly appreciate her commitment and passion in delivering a high customer satisfaction experience. It's unfortunate that people like Alyssa are a rare find in stores these days...she is the definition for what great customer service means! Thanks Alyssa! read more

The in store shopping experience wasn't the worst, we were able to pick out some chairs we wanted and order a media console online. Had no idea while we were purchasing that the media console wouldn't be available for a couple months until after we had purchased. We would've picked something else out that we could have sooner had we known. Has been a huge pain to get our media console delivered. I have seen a pattern of horrible customer service reviews and you can add me to the list. When I finally received the email saying I could schedule my delivery I set the date and waited. The day came and passed without any calls or emails. I've since then called and was told that the order was canceled, I had to call to find that out. The lady on the phone tried her best to sound concerned but there was obviously no empathy. Her reason for why it was canceled is that they were confused on which warehouse to get the media console from. Great answer. Had to reschedule my delivery, added another week. Hopefully it shows up on time. This company has great products, it's a shame that they don't put as much of an emphasis on customer service. I have a few more rooms to furnish and had some previous items in mind, instead West Elm lost my business. read more

I enjoy West Elm's furniture, but the customer and delivery services are subpar in my opinion. The hassle isn't worth it. My furniture was on backorder for months, and when I'd call to check the status of its arrival, I'd continually get the "should be any day now" runaround. Then, without warning, (months after my order), West Elm charged my credit card and told me my pieces were ready for delivery and someone would contact me in 24 hours. That never happened, and I had to repeatedly call to get my furniture delivered. But even then, not all of it showed up. Without warning or notice, West Elm mysteriously cancelled one of my pieces (months after I ordered it), saying it was now "permanently out of stock." Remarkably, West Elm is still contacting me to schedule delivery of that same piece--the piece THEY unilaterally cancelled because it's apparently "permanently out of stock." Apparently, their automated delivery system doesn't realize that West Elm cancelled that order and that there's nothing to deliver. The whole furniture buying and delivery experience from West Elm, for me, was a nightmarish hassle, and I'd think twice before ever buying from them again. With so many good, quality furniture stores in the Houston area, there's no reason to put myself through the pain and hassle of buying anything from West Elm! read more

Terrible online ordering experience. I ordered a bed online from West Elm early January. They charged my credit card soon after. Total price: $1428.89 ($120 for shipping). I won't go into details as to the numerous things that went wrong over the 4-month period and the numerous calls it took to finally get my bed. I had to deal with part of the bed "stored" in my bedroom for 3 months and two large heavy (90 lbs) boxes with the wrong pieces in the middle of my living room as I waited for the right piece to be delivered and for them to pick up all the wrong pieces that they kept on sending me. During several of my conversations with costumer service, I told them that I expected some type of compensation (discount). They assured me that this would happen but only once I receive the entire bed. Well that day finally came 4 months later after much frustration and numerous calls and complaints. Not once did someone contact me about my experience. I had to once again call costumer service about the discount I was told I would get. The last person I spoke with told me nothing was written in the notes about any discussion concerning a discount. Then he suggested giving me a $50 West Elm gift card. I told him that was ridiculous after everything that had gone wrong and the terrible service. By the end of our conversation, the best compensation he offered me was a $180 West Elm gift card. What? Really? I told him I did not want a gift card but cash to which he finally agreed. I am still extremely unsatisfied. Considering I did not get the bed in the time frame promised, it makes sense that I should not pay for the $120 shipping cost. So basically, I only got a $60 discount from all that went wrong. I am outraged at the way they have handled their mistakes but mostly at their costumer service. It seems obvious to me from my conversations with the costumer services representatives that they must get compensated more when they give smaller compensations to their costumers. There should be a protocol they follow and not back and forth conversations as to how much I think my discount should be. I'm extremely disappointed in West Elm. They could have easily fixed this. read more

Their delivery service presumes that you have NOTHING to do -- no work, no kids, no commitments to anything at all, for a FULL DAY on the day that the deliver. You can request a certain time frame but that is all. They decide if that requested time frame suits THEIR schedule. I tried to be as flexible as possible and requested a 7 hour time window - plenty of time -- and was told that West Elm would let me know a couple days out what whether that would work. So you are held hostage to their schedule, even though you pay quite a bit for delivery. Now I cannot receive my bed, which I need, for perhaps another week, or two, or three. I am not independently wealthy. I work for a living like most people do. All I wanted to do is to have a nice bed frame, having lived with an Abraham Lincoln frame for years. Now, having read some of these reviews, and dealt with their customer service (no fault of the workers; just lousy policies in place), I am worried about the quality of the frame. read more