I love West Elm. They sell quality furniture for affordable prices. I always wait for a sale or coupon/promotional code to save more. The store provides a great setting to see and touch everything. You also can find a lot of design inspiration. Customer service is always superb. We just bought the Mi-Century Entryway Mirror for our home and couldn't be happier. We decided to pick it up in store because shipping was expensive, almost the same price as the mirror on sale! We also own dining room chairs and a large ceiling lighting fixture from West Elm. I'm extremely pleased with both! read more

west elm - Home Decor Near Me - New York, New York

Came here about a month ago to buy some pillows. I had some ideas in mind and a nice guy named Nelson helped me out and picked some color ideas I hadn't even thought about. He was friendly and not pushy. Big store with lots of room to move around. So many stores in the city are crammed. read more

They are not concerned with customer safety! I purchased the Gemini 6 Drawer Dresser in October 2019, and in December 2020 one of the dresser's legs snapped in half, and the dresser crashed to the floor on top of me. I've sustained injuries to my head, neck, and back as a result of the impact. The dresser was professionally assembled and set up by West Elm in my home. After spending hours on the phone and corresponding over email with West Elm to report this issue, II have not received any response as to how West Elm will be addressing this issue, or taking responsibility for this problem, beyond that they are considering my request for potential refund. This is a huge safety issue, especially in a house with children and pets, and I am incredibly disappointed in West Elm and William Sonoma's lack of ownership of the problem, and lack of initiative to address and correct the issue. Do not purchase any product in this line, it's not safe! read more

DO NOT order anything here. I ordered a couch five months ago and they brought wrong item. Now they are slow walking if they are even going to give me more than $1400 I gave them! read more

Do not by from this company. Waited 4 months for the couch and within 4 weeks of barely any use the staples have come undone. The customer service is horrible, you call and receive no answers on status. read more

west elm - Harris couch - Home Decor Near Me - New York, New York

A completely incompetent, dishonest company. We ordered a sofa on June 15. They told us delivery would be by September 28. Well, it's now September 28 and they have no plans to make our sofa. That's right. Nobody at this company--NOBODY--has any idea if they'll even start building it in the next month, the next 3 months, the next year. They sell furniture but supply only excuses. F@ck West Elm. read more

My shopping experience at the Chelsea location was excellent. I worked with a designer and picked out new living room furniture, rugs, a bed, nightstands, end tables, a media cabinet and a desk for my home office. Close to $10k in merchandise. The design consultant was super helpful. The great experience ended there. I received the rugs, bed and end tables in a timely fashion. I was told the desk and sofa would arrive in July. The estimated delivery date came and went. The delivery date estimate was changed to November in early August without notifying me. The media cabinet is projected to deliver in December, but when I contacted customer service, the rep said I would be lucky to get it by February. I was able to cancel the media cabinet. I called yesterday to cancel the couch and desk, and the representative refused and said that they were already in transit. That's not the status posted on the site for the couch. She then said she didn't know what I was complaining about as I had not been charged for those items. That is factually incorrect. I know how to add, and I've been billed almost $1500 more than the merchandise received to date. That, according to the FTC, is fraud. I then asked to speak to a supervisor or manager. She refused to put me through to anyone else. There are several high-quality furniture retailers that allow you to see what is in stock and shop by delivery date. West Elm is despicable. I've bought from them in the past. They've lost a customer for good. If you like their styles, I urge you to shop at Wayfair.com. They offer identical merchandise at better prices. I will now take my complaints to the FTC, my credit card company and state and local authorities. If you are experiencing similar issues, check out the FTC website: https://consumer.ftc.gov/consumer-alerts/2021/11/what-do-if-your-online-order-never-arrives-and-how-get-your-money-back read more

Carlos is a terrific salesperson. He's goes above and beyond. So personable and professional. Could have spent half the day with him just cause he's a charm to be around. He makes the Chelsea location the #1 in the city. read more

I ordered three dining chairs from West Elm. I have not even received them yet, but I guarantee to you that no matter how wonderful these chairs are I will NEVER order from West Elm again due to the shipping experience. West Elm shipped all three of these chairs as three separate deliveries with three different tracking numbers. Two were scheduled to be delivered on a Friday and one on a Saturday a weekend that I would be away visiting family. I called UPS and tried to change the delivery date. They told me they were unable to do so because West Elm has restricted the options for the seller to change the delivery date. I called West Elm. They told me there was nothing they could do because UPS did not allow them to change the delivery date. After much arguing, they agreed to send UPS an e-mail request. Fast forward three hours, I again call UPS. They never received any e-mails and told me that West Elm needs to call. I called West Elm. They told me there is nothing they can do. Again, after much arguing they called UPS and got them to hold the chairs in a shipping location half an hour away for me to pick up within 3 days (not what I wanted - I wanted them to be delivered a day that I would be home...but at least obtainable...). The next day, I get a notification that one of the packages is being delivered today. Apparently West Elm got them to hold two of the packages, and not the third. I am now on the phone, once again, trying to get West Elm to call UPS to hold the third. Assuming I manage this, I will now have to cancel work in order to drive half an hour away to pick up these chairs (hopefully they fit in my car). Also I have now spent about 3 hours on the phone or on hold at this point. These chairs better cook me my dinner. In the meantime, DO NOT ORDER FROM WEST ELM. UPDATE: I am still on the phone. Why??? Because West Elm told me they would call UPS to sort it out and they put me on hold. I waited on hold for 20 minutes while they supposedly called UPS and then they hung up on me. I am calling yet again. UPDATE: I finally reached West Elm again. After another fun 30 minutes on hold they informed me that there is nothing they can do. The third chair will attempt to be delivered today (when I will not be able to sign for it, so it will be returned). Furthermore, they informed me that the first two chairs cannot actually be held for me to pick up, and they will be delivered Monday (again, when I will not be able to sign for them because I work, so they will be returned). At this point I said fine, when they get back to you I want a refund. I will buy chairs elsewhere. Thanks West Elm for wasting four hours of my time with my family for nothing! read more

Beware of ordering online and picking up at this store! I ordered a lacquered jewelry box to be picked up at this store a few weeks ago. I did not check to jewelry box when I picked it up because I TRUSTED them to give me a new damage free box- which Is what I paid for. But no, I guess they figured this was an opportunity to unload a damaged piece of junk (or perhaps they were too lazy to look for it in the storeroom). Anyway, the photos show what I uncovered when I got home. The third photo shows what it should look like. I had to cart it back to the store to exchange it and they did not even apologize. I plan on redecorating and buying a new sofa but I now know where I will not be shopping. This is actually the second time I have had a problem with West Elm in NYC so I do not plan on shopping at West Elm anymore. read more

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Seemed like good service in the shop itself, but the promises they made weren't true. We ordered a sofa, which we needed urgently due to not having any furniture to sit on. They said it would be delivered in one to three weeks. Four weeks later it's still one to three weeks away, i.e. delivery date is no closer. read more

Ordered 4 items from West Elm with a 3-5 day delivery estimate...15 business days (19 calendar days) and 6 help center calls later and I find out the 2 of the 4 items have not been shipped, nor are they ready to be shipped and I cannot cancel or refund my order even though its not in process yet. I feel as if West Elm and its website is merely just A LIE attempting to obtain FRAUDulent funds and account information. Most likely I will NEVER SHOP HERE AGAIN... read more

waiting 8 months for a refund. they picked up the couch and failed to give me my refund. have been emailing and calling since May and really don't know what to do anymore. they acknowledge they owe me my money, but some glitch in their "releasing department" has failed to produce the refund. hiring an attorney would cost more than the $2,700 they owe me. I contacted the Better Business Bureau and that didn't help.... it managed to get me another email from West Elm saying they are working on it. at my wits end with this company and would never recommend anyone buying from them. read more

worst delivery experience of all time and I have no idea when west elm customer service went so down hill, they don't even say "sorry for the inconvenience " when you've been waiting for hours for a delivery that is several hours late and no one contacts you. I have spent tens of thousands at this company , never again! read more

I am a big fan of the West Elm style and find the products to be high quality. Unfortunately, I've had an issue with every furniture item I ordered. Some things were delivered damaged or installed incorrectly, and nothing was delivered when promised. The delivery dates given at the time of the order are 100% bogus. After you order, the delivery dates will be changed based on "global supply chain issues," as if this happened after you ordered. Getting on the delivery schedule is an active sport that requires you to call multiple times a week for months on end, or you will never receive what you ordered. Every time you speak to a customer service representative, you get a different story. Nobody at West Elm keeps notes or follows up; that's your job. It is difficult to imagine getting worse customer service. It's too bad because once you've begged, pleaded, screamed, spoken to a dozen people, waited for months, returned the damaged items, and run the delivery gauntlet a second time, the furniture is lovely. read more

Sad to say but you're honestly better off at IKEA instead! I ordered a bench, dining table and chairs for my new place. The dining table arrived with a stain on it, the bench had a crack and the chairs never got here!! They shipped a new table but that too looked like crap. Also not responsive - the MANAGER of customer service asked us to send pictures of proof and then told us that they'd get back in the next 10 business days - it's been 2 weeks, they took my money and I haven't heard back. read more

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I'd give this place negative stars if I could. Been shopping here all year for my new apartment and spent thousands of dollars. The customer service in the store is horrible. They are rude, arrogant, and give zero fucks about you. The customer service on the phone after you place an order? Zero competency. I just spent 30 mins on the phone to get them to answer a simple question. Their prices always fluctuate from week to week, so you almost always end up overpaying. Oh, and they *never* give price adjustments. My orders have been delayed for MONTHS, with no explanation. Their furniture is horrible quality. Please, don't shop here. You'll just be bitter and angry. I need therapy after this. read more

Felt like I had to update this review after most recent visit considering I wasn't sure I had been correct in leaving my initial comments...but it turns out I was right. I can't stress enough how much the customer service in here varies! I was absolutely appalled by the way I was spoken to by a male salesperson here last week who 1) refused to help me look for an item when I couldn't find it 2) refused to sell me the last item of that kind in the store because he wanted to use it for display (odd seeing as they can no longer sell it?) 3) continued to patronise me for the remainder of the conversation when I questioned his comment that West Elm don't keep track of what is in each store..seeems like a very strange biz model to me. THEN came across a lovely, helpful, bubbly saleswoman on my way out of the shop (I had given up after the first guy cornered me into an emotional cul de sac) who managed to indirectly persuade me to finish my purchase... HOW DO THEY DO IT. Don't come here if you're feeling emotionally unstable. Hit it up online, I swear they never have any of the products in the store anyway.... read more

Worst customer service ever experienced. No COI completed for delivery of couch and delays despite sending delivery men with couch twice now. Not worth the money. read more

Nice store layout. Friendly enough staff. Not the most helpful folks. They seem capable of being helpful but just fall a bit short of expectations. I went I to have then adjust an error on my receipt that the Hoboken store made (didnt apply the discount price e advertised) West Elm overall seems to have a challenge with consistency and their read more

Even though I'm not surprised by some low reviews here (common for most major furniture retailers), I had a very positive experience and wanted to share. We had a bed nightmare by first ordering a king-sized wood bed on Houzz (word to the wise, do not order from this site, simply put, we've been trying to return a damaged, poor quality bed for 3 weeks, with daily communication to customer service, and the bed now sits unassembled in our tiny living room.) I came into the store instead of ordering online to ask a few questions and make sure I got the best deal. The associate Melissa helped me process the delivery order. With big furniture you're required to pay for the white glove service, which is definitely steep but worth it in the end. I was worried due to all the time lost on our first bed disaster that this bed would take a long time based on typical processing times and we'd be sleeping on the floor. The delivery time was quoted 1-3 weeks and she told me there was no way to guarantee an earlier delivery, to my surprise 1 day after ordering I got an email that they were ready to schedule delivery! I couldn't believe it. We got our tufted headboard (so luxurious) and simple bed frame delivered, fully assembled in less than 30 minutes, all within 5 days of online/"in-store" purchase. I am very satisfied with the turnaround! Minus one star only because with all the sales in rotation I was hoping for a better deal. It was better than others: Crate & Barrel, Pottery Barn, RH, etc, but not cheap. I still feel we have a quality item so no regrets here. This is a HUGE improvement over Houzz! read more

west elm - White Bed, White Glove Delivery! Leather Tufted King Low Profile Headboard with Simple White Bed Frame - LOVE IT! Excuse the unmade bed - Home Decor Near Me - New York, New York

- not the best customer service, but again, I'm just there to check out the stuff I was planning to purchase online - because it's a small store, they're generally not well stocked - West Elm in itself as a company is fabulous - fantastic rugs, shelves, and random decorative pieces - because it's not as well known as pottery barn or other larger commercial stores it's less likely that someone else will have your purchases read more

This company is horrible. They delivered my couch with no legs. I called customer service and they told me it would be 7-8 weeks for legs because they didn't have any. This on top of the 2 months it took to deliver a leg less couch. Apparently they have just started sending out unfinished furniture. They are misleading customers to meet sales goals they cannot support. I would have simply gone with an alternative option had I known. Customer service initially refused to let me speak with a manager or supervisor, but I learned if you just keep calling back eventually someone will connect you. read more

I was looking around at couches and didn't intend to buy today. This was only the second store I looked in and I'm hella picky. Asake, one of the home stylists saw me looking and asked if I needed help. She worked with me to piece together a whole new living room that I ended up buying on the spot. She has a great eye, and is delightful to talk to! If you're looking at west elm furniture, she's definitely the best person to help you out! read more

I am VERY frustrated. I bought a very expensive couch in April on 2018. Very quickly this couch started to fall apart. I don't have a dog or kids or other factors that would degrade a couch this quickly. Within 5 months the cushions lost their shape, fill and general comfort level, the sofa itself was sagging as well. I started my process of getting my money back in November where I was promised by a customer service associate that I would. West Elm agreed to take the defective couch back, which they did. Weeks later I have not gotten what I was promised which was a credit card credit. I have called customer service no less than 10 times, asked to speak with a supervisor and told that after 5 minutes they have to let go of the call but promised that I would be contacted within 24 hrs...no response has ever come to me. I have now written through the feedback form on West Elm twice in two weeks...nothing. West Elm prides itself on being "different" than the other choices, on spectacular customer service and high quality products. Thus far my experience has been nothing like that. I flat out asked a customer service rep if 6 mons feels like an appropriate expectation for how long a product should uphold its initial integrity...she said no thats unacceptable. West Elm is smoke and mirrors and clearly doesn't care at ALL about follow through or loyal customers like myself. If they cared AT ALL they would respond to me. Don't waste your money or time...both of which I have. read more

Trying to get anything repaired with West Elm is entering a labyrinth of ridiculous proportions, where each and every person you encounter passes you off to someone else, who then drops the ball. I contacted West Elm's 800 number 4 weeks ago because the zippers on my sofa, the Lorimer Sectional, had fallen apart and the foam cushions were exposed. The person I spoke with said I needed to visit a store for assistance. Immediately after, I visited the Upper West Side location, where an employee said "online always sends people to us and we can't help you." I spoke with a manager who promised to help and took my contact information. As of yet, i have not heard from anyone. Last week, I visited the Chelsea location and emailed photos of the damage and again, have heard nothing back. A sofa should last for more than a few years. The fact that West Elm refuses to stand by their products is a shame. If anyone wants to contact me, my order number is 03173871904201. read more

couch broke after 1 month, they replaced it, the replacement broke. I have no children and no dogs . there is no reason for it other then it was rushed to be made. read more

Very disappointed in their customer service. Couldn't complete a transaction on their glitchy website yesterday. Tried again today but the price was much higher. They won't honor the price from yesterday. read more

Do not expect anything you order from them to come on time or to come at all. We ordered living room furniture and a dining room set and so far we got one chair after scheduling months ahead. The sofa they won't even reschedule for delivery and they made no effort to reach out to explain when it will come. I have spent hours on the phone, mostly on hold trying to sort it all out with no success. Customer service is absolutely horrendous and they are very combative. I advise avoiding this store at all costs. read more

I spent $7000 on Thanksgiving sale which is normally almost $10.000 . Nelson was so sweet until I swiped the card, then they got uninterested, rude and mean when I was desperate for help with their delivery. West Elm has the WORST delivery system. It has been over three weeks and I am still expecting the furniture. They even sent the gift card and the west elm credit card to my ex partner's address. It's a JOKE!! I am going to go through the same drama and rudeness for 4 times with west elm as I did my orders separately. Think twice if you don't want to have the same experience . I am TOTALY disappointed ! Don't let west elm RUIN your xmas joy!! DON'T go through the same torture as I have been going through!!! read more

****STAY AWAY FROM WEST ELM UNLESS YOU WANT BED BUGS!!***** I got a pinstripe flannel set from the Chelsea store in Manhattan and it got BED BUGS!! I cut off the tag and saw a bed bug crawling on it. It was alive! I have to get the exterminator to clean up my entire apartment unit. What a nightmare. I called the store but the rep wasn't even apologetic about it. I have always been a loyal customer of West Elm. This is so disappointing. read more

west elm - BED BUG ON BRAND NEW SHEETS - Home Decor Near Me - New York, New York

Why oh why did I not listen to the reviews?? We have been waiting over two months for a bed from West Elm. Initially they "lost" our bed somewhere between distribution center and delivery center. Then, when the "replacement" bed was not longer in stock, we had to pick a new, cheaper bed that they charged us the same price for. It has now been over a month since that experience and still no bed. They continue to push our delivery date more and more, with no explanation why. The only person who has done worse in 2020 has been Trump. read more

In spite of some of the negative reviews on here I actually had a great experience shopping at West Elm and receiving delivery. Tom Eville was our salesperson and he was knowledgable and kind and patient with us as we figured out all of the things we needed. Delivery was within the window provided for us and the delivery guys were super-helpful for my wife to set everything up since I couldn't be there for delivery. I've ordered from the store and online both and had equivalent good experiences with both, but seeing everything in the store was a big help. I'd also say that Tom made sure we got all the discounts coming to us, since there were several promotions going on at once, both online and in the store. I also talked with people in customer service at the store and always had them provide solid information and treat me well. I realized that our original order was missing an item that I had wanted and customer service got it ordered and expedited so that it showed up with the other items, with no additional delivery expense. They also helped me track when my items were likely going to be ready to be delivered and their estimates were right on. My stuff looks terrific in my apartment. We moved in without any furniture and outfitting the place with stuff from West Elm has made our place look so nice it makes me want to get rid of any remaining clutter I have around lest I spoil the look. read more

It's really no surprise to see all the negative reviews for this store (and company) given how awful their customer service is. While they have a decent, and I mean decent, product - their customer service has to be some of the absolute worst I have ever experienced. Disclaimer* - if you reach out to Pottery Barn corporate to complain you will experience about the same thing. It seems to be the blind leading the blind. Save your money and take your business elsewhere. read more

This review relates to customer service. A few years ago, I bought my bedroom set (bed, drawers and desk) from West Elm Chelsea and some small things online that weren't available in the shop. The middle legs on the middle beam on my bed had loosened and the middle beam broke - and I'm a petite little Asian girl! I called the shop and Santiago / Adriana quickly arranged for a furniture repair man to come who fixed the beam in 20 minutes. Everyone was professional, courteous and prompt. Like I said, I've had my stuff for a while, and it's been pretty solid otherwise. Thanks so much West Elm!! read more

RUN the hell away in another direction! The most unprofessional, incompetent group of individuals I've ever met! They cancel your orders, charge your credit card and do sketchy things without your permission. West elm you should be ashamed of yourselves and the staff you employ. I used to love your brand but after 3 weeks of running around back and forth and multiple wasted hours on the phone with the customer service (for a chair), I am finished. AUDIT this location and train your clueless staff! read more

Horrible customer service, woman working and manager were so frustrated and obnoxious. They need to train their employees to be patient, calm and kind. If I am having an issue with your new system learn to not take it personally or don't deal with customers for a living! read more

Buyer Beware!!!! I purchased a sectional with 3 separate pieces, along with a large dining room table with benches and cushions totaling over 6k. The order was placed at the beginning of October. After waiting for my items for nearly 3 months due to delay in shipping (countless calls to customer service/shipping warehouse that went nowhere),the day of my delivery, they called at the time of my 2 hour delivery window, saying they couldn't deliver the dining table and bench because it was damaged, and it would be delivered around January 25th.... The unapologetic and apathetic person on the other end of the phone states that my sectional couch will be delivered at least, at which point the delivery guys show up with the wrong sectional and an extra carpet I never ordered. This company is a disaster. Zero accountability for errors made on their part, and absolutely no one that cares to help you after they swipe your credit card. I very much regret stepping foot in their store. read more

I saw the other negative reviews an assumed those were exceptions, NO ALL FURNITURE WILL TAKE 3 - 4 MONTHS TO BE DELIVERED REGARDLESS OF DELIVERY DATE. DO NOT BUY FROM HERE! We ordered an "In Stock & Ready to Deliver" sofa as listed on the website and guaranteed from the store associate. He even told us that "typically this couch comes sooner than the 2 - 4 week delivery date!" Fast forward 8 weeks later after multiple phone conversations with customer service claiming it was just delayed one week, I went online to check the tracking the delivery date had changed again to be an additional 3 months to delivery. This means I would be waiting 5 months for an off the rack sofa... I've called and spoken with them and they have no way to confirm when it will be delivered and refuse to refund me or cancel the order since sofas are non-refundable. She told me this is common practice for West Elm, they take your money with a timeline guarantee and then never deliver. read more

Terrible. My wife and I purchased a made-to-order chair back in August which was supposed to be delivered in October. When the chair showed up, it was missing the seat cushion. I've sent their customer service team multiple emails to file a complaint and no one has responded. It's been weeks now and no one has been able to help me. After weeks of silence, I was informed that they cannot make just the cushion, and the entire chair has to be remade and won't be available until January 2020. Worst customer service experience ever. read more