Wow. I have never been treated so poorly in my life. My friend and I were so excited to come to West Elm because we are both having homes built. My friend and I don't dress fancy, and I am sure to the outside observer, we don't look like we have money, but regardless, there is t any reason to not be treated by a single one of the four employees that were just standing there when we arrived. And yes, they saw us, because they briefly made eye contact with us. We were in the store for probably 20 minutes and not one person greeted us or asked us if we needed help. And when we left, no one said goodbye. Little did they know that my friend had picked put about $5000 worth of furniture online at West Elm and we were coming to see it in person. I am not sure if she is still going to spend her money there but I know that I won't be spending a dime! read more

Ordered a couch in May for July delivery. Today is October 15th and I still haven't received my couch and I've received no communication from the company as to the delay except for one email, two months after my couch was supposed to arrive. read more

Awful store and employees. Especially manager James and employee Vanessa. I placed an order 2 months ago and have t received it. Paid for it and James is zero help. Won't return phone calls. I've stopped in and he lies and says it's on the truck. Still no chair. Vanessa will not put me thru to James and let's me sit on hold. And then denies and hangs up on me. Horrible unprofessional store and employees. I definitely will not ever shop here again and I wouldn't recommend to anyone. Ever. Overpriced things and awful employees. read more

Bought a expensive couch from here, took 2.5 months to come which is fine but came missing a leg. Took five phone calls and another month and a half to get the replacement legs, have called atleast 6 more times and still can't get anyone to come install them . And I've called the store to get James (who placed the order ) to call me back and he never does. Just sitting here with a couch that's unusable because it's missing a leg. Horrible experience read more

Do yourself a favor and stay away from this company. They lie on their site regarding availability of items. I ordered several items nov. 11 and now they say it won't arrive till February 2021. They refused to refund my order completely. I ordered an ottoman which they told me is non refundable even though the item hasn't even been made. Truly horrible customer service. They also don't ship individually and will tell you that they wait for all items to arrive in order to ship. read more

Martin was wonderful- he assisted with a return and a repurchase over the phone- I couldn't drive in due to surgery and he handled everything quickly and efficiently over the phone - kudos Martin I had already called west elm customer service dept and received no service- this was a pleasant surprise and much appreciated!!!! Super happy with saving money and Martins help read more

I agree with all of these reviews. James is a huge weasel. He straight up lies about our past conversations and defers to "corporate" but then talks about how he's the big boss and the GM at the store. He takes no responsibility for his screw ups. He doesn't return phone calls, and I still don't have my Furniture 6 months later . read more

Drove from Queen Creek on Monday, January 29th, 2018 only to find they were closed for inventory! Not okay! read more

Now waiting 6 months yes that's 24 weeks for a sofa that I was told would arrive in 6-8. They do not tell you the truth. I can't image the initial quote was ever correct. Very happy to take orders for items that they are having trouble getting without telling you. Shame on you west elm read more

Absolutely one of my worst shopping experiences ever. It literally took 1.5 hours to purchase 2 lights. The sales associate had no idea how to work their computer system. We had to order the light so we told her at least 5 times that we wanted to pick it up from the store, because our home address is 1500 miles away in Louisiana, and we wouldn't be there for months. Of course she placed the order and had it sent to our home address in Louisiana. She immediately tried to cancel the order with their corporate customer service, with no success. We had to fight with their customer service for 45 mins to try and change the address or cancel the order because their sales associate messed up, and still no success. They said they would call us back later that day, and no call back. This morning we get a notice that the light is being delivered to Louisiana. Accidents happen, but because they would not even consider correcting their error, they've lost 2 long time shoppers in all of their stores. I've never seen a worse demonstration of customer service. read more

Worst customer service in the business would not cancel an online order after website said desk was in stock and then when ordered said two month delay. Had to call numerous times to cancel - had to "wait until items moved to warehouse weeks later" to cancel. Managers refused to even talk to me. This is a terrible business for furniture that is just about on par with ikea I wouldn't take their furniture or do business with them again even if it was FREE. Do not approach this store or you will regret it. They don't care about how much they inconvenience you and you will be another cautionary tale (as am I) wish I had read the reviews on this site first ! read more

I love all the accessories that this store sells! However I enjoy more of the browsing than actually buying since the staff is downright unwelcoming and unfriendly! No one single employee bothered to greet us or offer any assistance! Supposedly, West Elm is part of the Williams Sonoma empire and it definitely shows that this particular branch has some serious catching up to do in terms of basic service and customer interaction! read more

I have worked now several times with a designer at the Scottsdale West Elm and completely rave about this talented individual. Kylie is a true design talent and this satisfied customer highly recommends. Her customer service is spectacular and she's just a joy to work with. read more

Employees are incredibly rude at this location. They are not helpful at all and have a really bad attitude when it comes to customer service. I expected better from west elm but will definitely not be returning to this location. read more

They have some nice stuff at ok prices. Just a few things to remember: * If you order something from their website that is out of stock, they say your card will not be charged until it ships. This is a lie. My wife and I ordered a daybed that was out of stock and not due to be shipped for over a week but not to worry because they wouldn't charge us until the thing shipped. This place pretty much did the opposite by charging us right away for something that wasn't shipped for 3 weeks. * Organizing the delivery of an item is a clusterfuk. You have to deal with 17 different people who don't care and are each dumber than the last. I'm pretty sure they wait until they have a full truck and delivery route before they will bother they deliver your stuff regardless of what date range they told you. read more

I absolutely love west elm as a company and their product line. I also love the incredible local artist pieces unique to this location. But I absolutely hate the customer service in this particular store. I moved to Scottsdale five months ago and have visited the store 4-5 times to pick up pieces for my new home. On one of these visits I saw a mirror I wanted and asked the sales person for it. She told me to just let the person at the register know and they would get it for me when I checked out. I did so and was told another "frequent customer" in the store also wanted it and was promised it too so they could order me one. I agreed to have one shipped but was annoyed I was then forced to pay shipping on it. Then today I came in to buy terrarium pieces and got home to find I was missing a plant. I found this interesting as I was mid way through checking out when another "regular customer" came in and the woman called over another guy to bag my purchases so she could go and work with them. I called the store and my plant was on the back counter as they had indeed forgotten to bag it and was told I had to come back and get it tonight. Frustrating since I was already at home and not planning any more trips out for the day. I drove back up there and the guy who bagged me asked if he did something wrong. I explained that one of my items wasn't bagged so I had to return for it and he said "oh... Well I didn't check you out did I? Just bagged right? Good... I didn't mess up." I will find my local artist pieces elsewhere where my service is actually valued. Clearly unless you're a "regular" or "frequent" customer that's well liked by the sales team your business isn't needed. read more

I ordered a West elm bed back in October and was supposed to arrive in November to have the bed before the holidays for our family. It's December and still no bed. I called them not once, not twice, but three times to find out the status of my purchase. First time, a part was missing. Second time, the bed wasn't shipped from the distribution center. Third time... see next paragraph. For the third time, I called the store. And the manager Erin, gave me the number to the white glove service. I called them, and they said west elm hasn't shipped it yet and there are racks that they need. I called West elm, basically couldn't get a hold of anyone. I am incredibly frustrated because 1.) I spent thousands of dollars on furniture that is not even here 2.) I get absolutely no feed back or follow up from anyone 3.) they are making me chase and call to get everything sorted with their managers, shouldn't that be their job? Why even have managers if they can't even do their ONE job and make sure things get shipped properly. I mean come on! It's shipping, it's not rocket science Basically West elm's staff is full of idiots. I would discourage everyone and anyone from purchasing from here. I will make it a point to post a negative review on every platform. read more

If I had a choice between West Elm, Crate & Barrel or Pottery Barn, West Elm would win. I say this because West Elm is a nice store that is a mix of Pottery Barn and Crate & Barrel. It is also on the less expensive side with more eclectic wares and items. The store is rather large and laid out nicely. I loved wandering through the store, each section feeling comfortable and easy to revel in. I particularly enjoyed their plates and garden section. I found an adorable hedgehog planter that I had to have and happily carried him clutched to my chest as I continued to browse. They had some really nice bed sets and sheets as well. I'll definitely be back to check those out. Overall, I really liked West Elm. Even their employees were really nice and helpful. I will be back! read more

When you graduate from college, get a real job, and chuck all your shitty particle board IKEA furniture, you will come to West Elm. The stuff looks nicer than IKEA, is better quality, and costs a lot more. The designs are more sophisticated, though, and I was pleasantly surprised upon my first visit a couple weeks ago (especially since I'd never seen a catalog) to help a friend pick up a ton of stuff for her new office. And then we went to ASSEMBLE it all and I had post-traumatic stress disorder style flashbacks to the Allen wrench nightmares of assembling all the stupid IKEA furniture in my condo. Instructions with few words, only pictures with arrows and numbers. It took two girls with doctorates a ridiculous amount of time and cussing to put together a seemingly simple bookcase. We both have rug burns on our knees from wrestling the damn thing around and my ass and legs are so sore I can barely stand up. Maybe I am just hopelessly out of shape, but still. Once the pieces were assembled, they did indeed look lovely and are definitely far better in quality than their cheap IKEA counterparts. The little mirror-covered end tables are gorgy, as is the desk. I wasn't as impressed with the lighting fixtures, but I'm probably just bitter after having to put them together. I will be back when it comes time to replace my own furniture, for sure, but I'll be pre-medicating before the assembly process with a few glasses of wine. Oh, and one weird thing - in the store, they have all these beautiful thick slabs of wood scattered around, to put candles on or whatever, and when I asked how much they were, I was told they weren't for sale. ??? What is that? They had them in huge quantities, stacked up on tables with other merchandise, but they weren't for sale. Just weird. read more

I absolutely love the online West Elm. However, my first trip into the store to purchase a bed I've been looking at for a long time, turned to me walking out empty handed. First of all, all the displays are poorly put together and wobble when trying sitting on them, desks have lopsided doors and drawers. Then when I finally saw an employee the only thing she says is "we are closing in 15 mins" No hello, how can I help you. So rude. I won't be back anytime soon. read more

West Elm offers an alternative to Ikea and Crate and Barrel. The look is modern, the feel is timeless, and the pieces are great for people who don't want their home to be either masculine or feminine. West Elm also has an eye towards eco-fashion and sustainability. One can purchase recycled glass bottles or art made by an indie artist from scavenged materials. You'll feel like you're getting something a little different from all the cookie-cutter home furnishings out there, and that something is sturdier and well-made. When I visited the Scottsdale Quarter store, there were some associates who seemed a little "green"--i.e., they weren't sure what to do with a new customer. There were plenty there that were seasoned--i.e., they greeted you promptly and tried to help you select your items. When the store didn't have items I wanted, an associate helpfully (and smartly because then the store gets credit) found them for me online and arranged them to be shipped to my home. I didn't ask her to do this, but she pulled me to the side and did so. When I was looking for items to purchase from a display, another associate found them for me. Lastly, before I left, all of my items were carefully packaged so that none of them would break before I got home. I really appreciate the time the associates took to help me. Before I made my visit to this location, I read the other reviews, preparing for the worst. I didn't notice stained floors or dusty items. Perhaps management has changed since then. Everything was impeccable and well-organised. My house thanks West Elm because I have quite simply, the coolest and cutest pad around now. read more

I expected something unique. What I found was Ikea's older twin sister, just more expensive.

Rudest people I have ever dealt with have bought anything from. Mentioned the store hours 20 times. Very snotty and short when asked questions. Dirty looks. Kept mentioning the website. Brandon I think was who helped us and a girl... they wanted nothing do with helping us... read more

When West Elm came to the Scottsdale Quarter, it was my first experience with the store. I've been back quite a few times since. I am not a huge fan of the modern look, but they have some great pieces that I worked into my home. In particular, they have great rugs (although limited sizes). I also love the accessories. I have some hurricanes, vase fillers, vases, etc that are great. I love west elm for unique pieces. I will note that I have not bought any furniture - not my style. Some have noted that Crate and Barrel is less expensive, and I would say it may be somewhat - although they are pretty similar. What I like about West Elm is that it is less common, therefore the pieces are more unique. One thing that I read in another review that I experienced as well were items on the sales floor that they did not actually sell. In particular, I loved this dome over the candles, but they said they don't sell them. I don't think it makes much sense to have home decor items in a home decor store that are not for sale. All and all, I like it! read more

Don't order furniture from West Elm. I ordered a dining room table May 25, 2020 and still have not received the piece of furniture. It is August 28, 2021. Yes, 15 later!!!!! I have been told three times with their delivery company that they have my furniture and its ready to deliver, set date and time. Always day of, I get a phone call that my table is cracked, don't have marble top, etc. Very disappointed especially when setting a delivery date means furniture is ready for delivery. It gets worse, I have sold my dining tables and chairs twice the day prior to make room for my table and new matching chairs. Ughhhh. Then I am left to spend more money just to get a makeshift table for the time-being. Yep a makeshift that was supposed to be a month turned into a year and a half plus. I have spent endless hours on the phone with customer service and employees and keep getting the runaround. The second out of three times that I was promised that my table was going to be delivered, Ryder their delivery company let me know that they didn't have the pieces to send me the table. I called customer service at West Elm And I literally had a lady on the other line laugh at me when I told her that I just sold my dining room table and I still don't have my new table. She told me that my table cracked. Then I talked to Ryder again and they told me that they never even received the table. Another time when Ryder was to deliver my table, they delivered it without the marble top. I sent the base back with them. Then finally the third time When the table was scheduled to be delivered, I wised up, I took the base hoping that I would get the marble top soon. Ha six months later I have a base and no top. This is crazy bad! I am still just only a base with no marble top here as I write this. It is just shady and I keep getting the runaround. Also, another time when I called customer service one of the supervisors let me know that I could just pick a different piece of furniture. It is not that easy when I already purchased chairs to go with my new table that had been delivered within two months of ordering the table and has been sitting in cardboard boxes in my dining room ever since. I let her know that I could not return these chairs because they've already been past 90 day mark since I've been waiting for the table that I have had my heart set on. Higher end store with low end service. read more

Obsessed with West Elm! I love the modern style of furniture and home decor they offer in various designs and colors. I frequently order online for in-store pickup at this location and the customer service has always been on point. The best part is they always seem to have sales going on so you're not breaking the bank. Also for all the parents out there - they've recently started a new collection for baby+kids (online only) with super cute, contemporary items. If you haven't already, check it out! read more

I LOVE WEST ELM. There is always a sale, always clearance, and always options on regular items. I had a fantastic shopping experience with Michaela (Makayla?) with blonde hair and glasses. She and the stock room employee (can't remember his name, maybe Jared) were extremely accommodating and patient, as well as friendly. They made shopping that much more enjoyable and satisfying. A tip when shopping: go early in terms of when you actually want the furniture in your home. Depending on what is in stock, you can wait 1-10 weeks for delivery, which is a huge window. But if you love it, like anything else, it is worth it! This is the only location in the Phoenix area. So fun to browse, even when you aren't ready to purchase! read more

The product I ordered has still not arrived after 3 months. This was not a big ticket item. I contacted the store for assistance. Needless to say none was provided. I also requested a design consult. Have never received a call back. Save yourself the time, energy and aggravation and do business with a company that appreciates your business. read more

Worst customer service out there. Ordered a sectional on June 11th. 2/3 of it came correctly on Aug 29th. Still waiting for the correct piece. Have called numerous times! The item may come in late November through early December. Nearly 6months for a sectional if it does come then. I SEE IT OVER AND OVER ON REVIEWS - DIDN'T THINK IT WOULD HAPPEN TO ME! TERRIBLE CUSTOMER SERVICE!!!!!!! read more

I ordered my wedding registry dinnerware set on September 14th. The first order was missing several items. I called and the 2nd replacement order was still missing items. I called again to advise them that while the boxes were labeled as sets of 4, there was only one bowl in each box. But yet again I was sent the insufficient amount of bowls. So now 4 months later, I have been sent 4 orders, but only have 5 bowls rather than the 12 I ordered in September. And guess what! They're now discontinued and OUT OF STOCK!!! read more

I ordered and paid for 5 pieces of modular office furniture in May. It is mid-July and I still don't have my furniture. I've been on the phone with customer service at West Elm and Ryder (delivery company) for 9+ hours to no avail. Most recently my delivery window was on the 7th from 10am-noon. No one showed. Im at a loss. When you call customer service you will hear. "we are experiencing longer that usual call times..." BS! Long hold times are normal all the time. When you do talk to someone they always have to consult with a supervisor. They always say they will call back. No one calls back . Worst experience ever! I would just cancel my order but Im told they wont return my shipping, which was almost $400! read more

Enjoyed walking around West Elm. First time in this store. Found a beautiful ring holder (cactus theme). Item was on sale. Great selection of items and customer service was friendly. A++ read more

Scottsdale Quarter employees have no clue what customer service is about. Rude, nasty and the manager is beyond ridiculous. After "talking" to her I realized why the employees were so clueless...she was too! The girl who asked to help me, didn't, then was helping another customer when I was ready to checkout. Still waiting for her to realize I was waiting for her to follow through and bring the merchandise out for me to purchase, another guy said she was "multi-tasking"! What the heck?? She wasn't multi-tasking, she was ignoring what she said she'd do for me. Amazing culture of nonsense and lack of any customer service training. Never going back there. I returned what I bought because I didn't want to give any of my $$ to a company that promotes rudeness. read more

I've been receiving West Elm catalogs since well before there was an actual retail location here in AZ, and I absolutely love the style and beauty of many of their items. That said, I was thrilled to see the Scottsdale Quarter location would be so close to my office! I've shopped at this location multiple times with average to subpar experiences each time. The actual store is bright, modern, and lovely albeit a bit small considering that it is a furniture showroom. I enjoy their knick knack section, which seems to rotate regularly, and I also love their linens. The true problem is the staff in this store. I shopped at the store during Christmas - I had seen a beautiful jewelry tree that I was interested in purchasing and asked a nearby employee if there were any that were already boxed up. She uninterestedly asked me which one I was talking about (which was the one immediately in front of us) She gestured towards the back wall of the store and I noticed that there was a larger version of it on the opposite side of a display (which cost 3x as much)- perfect! I headed over to take a closer look and when I turned to ask another question of the employee, she was long gone. I finally decided to buy two gifts - one small and one large jewelry tree, and then headed to the front of the store with my purchases. I once again asked the girl at the cash-wrap whether they had a box for the gifts, as I was planning to ship them. Mind you, the entire store was littered with displays of gift boxes of all sizes as they were touting the special West Elm boxes as perfect packaging for your Christmas gifts. The employee helping me scrunched up her face and tried to say that they didn't have many left and she couldn't give me one. I pressed further and she reluctantly walked over to the nearest display to see if any of those boxes would work. After awhile, she could not find a gift box that was appropriate and I explained again that I needed to ship the gift and would REALLY like a box. At my insistence, she went and found a box in the back to pack the larger tree into so that I could ship it to my sister. This should not have been quite so difficult and I was left feeling unvalued as a customer. This past week, I returned to West Elm in search of a picture frame. I found what I was looking for on the back wall of the store - the gallery frames, which were coincidentally on sale. I searched amongst the stacks of frames for the correct size and had no luck, so I spotted an employee a few feet away in the next section and popped over to ask for her help - I wanted to know if perhaps they had my size in the back of the store since I could not find it myself. She seemed unhappy with my question and stalked over to the shelves of frames to look for herself. She condescendingly discussed my request with someone over her headset as though it was the most difficult thing in the world and after several minutes of this I finally said that if it was too inconvenient I could just take the next size up. The woman huffed disgustedly at me, spun on her heel, and walked over to another employee to start a conversation with no further offer of help... When I went up to the cash wrap, it was deserted. I searched around for an employee for a minute and thought I heard someone through the doorway to the stockroom. I called for them and eventually a gentleman appeared. He asked what I needed and I told him I needed to check out. While he was helping me with my purchase, he asked if anyone had assisted me. I mentioned that I didn't know her name, but referenced the rude behavior of the employee who was back by the frames and he sarcastically said "oh, the rude one, well that narrows it down for me" before continuing to check me out. No apology or further inquiry ... nothing. Now, he was quite nice and seemed to be trying to subtly recover my business, but unfortunately didn't seem to understand a key part of customer service which is to address and apologize for any inconvenience ... and his kindness was just not enough to fix it. I don't plan to return to this store, and although I love and recommend their products, I am hesitant to continue purchasing products from their company altogether, even through their catalog. I am completely surprised as I have never experienced anything but great service in their other brand-stores (Pottery Barn, Williams Sonoma, Restoration Hardware) read more

This is the most incompetently run company I have ever given thousands of dollars to. The merchandise is simple, but stylish. No complaints there, that's why I added the extra star. The customer service is deplorable. The employees are consistently rude. It's actually impressive that so many people could collectively care less about helping their customers. Communication is terrible. I had a piece of furniture on back order for six weeks. Those six weeks pass and no furniture arrived. I called the labyrinthine customer service center and got the news that the piece would remain on back order for another eight weeks. I proactively called around to a few other locations and was able to track down the piece at another location. Would have been nice for the person who sold me the piece originally to think of that, but I think paragraph three up above has that concern covered already. Two weeks later the piece arrived completely damaged. Damaged merchandise happens, not necessarily the store's fault, but spending the next two hours on the phone with a customer service department that is clearly paid by the number of calls they transfer could have been avoided. As much as I like the store's style, I'll save myself the stress and shop elsewhere going forward. read more

Beautiful furniture that epitomizes contemporary design; however, absolutely horrible customer service at this location. They're incredibly patronizing. read more

What. The. Heck. ?? Be prepared for sticker shock! I walked in, through the store, and made a hasty straight line back to exit. And over and across the road to Crate & Barrel - Ahhhhhh - much better! Whew! read more

This is just a gorgeous store with lovely furniture and linens. The style is Pottery Barn with a funky, ethnic twist. Sort of like an upscale Pier One. I found a ton of stuff I would love to have in my bedroom but unfortunately we were there on a mission: to find some new bath accessories. Sadly, their bath sectiotn is very, very small but after I saw how nice their stuff was I did peruse the website at home a few days later and found lots of gorgeous options online! read more

In June we ordered 2 upholstered swivel chairs & 2 marble top side tables, for around $3000 total. We were assured they were in stock and would ship immediately. The chairs came after 4 weeks and an email came saying the tables were backordered. After 4 more weeks, we received 2 tables that did not match - one black marble top and one grey marble top. We called the store and they said they would send a replacement. An email then arrived saying a replacement chair had been ordered. A CHAIR!! NOT a table. We called customer service and they said these tables were not available any longer. They said we could return these mismatched ones to the store for a refund. They didn't offer to search other stores. They didn't offer a discount if we wanted to keep 2 mismatched tables since we have no side/end tables in our living room at all now (we rehomed our others when we were notified these had shipped). These tables were $400 each. Outrageous. I will never shop at West Elm again. Ever. read more

I wish I had read the reviews first, specifically about ordering online. I ordered a dinette and 4 chairs late November. The chairs came quickly but the table was delayed until mid-Jan. Two days before the table was to arrive, I learned it would not be available until late March. After multiple emails I cancelled the table and ordered an alternate with the promise of a discount and free shipping for the inconvenience. On delivery day this week, and without any communication, both tables arrived. This included the one cancelled and not available until March. I kept the original table I ordered and declined the second. My online account information reflected none of this and when I called my account was equally screwed up. Supposedly it was fixed and I was told to watch my credit card and promised a corrected invoice by email which never came. When I called again, I was put on hold for 10 minutes before having a Pottery barn rep reply, who of course knew nothing. When I asked for a west elm supervisor, I waited on hold for 45 minutes and finally hung up. To be fair, I got a voicemail from a pottery barn associate, again not what I needed. All I want is an invoice and proof of my charges, refunds and discounts. Never again. read more