PSA: I normally don't write reviews for big box stores but we've had such an overwhelmingly positive experience at this West Elm, I had to share! Every time we stop in, even if we're just browsing, every team member greets us warmly and offers assistance. (And by this time, "here's what's new since you were in last!") The main character of this review is Elle, so let's talk about her. She's taken photos we've sent of our new space, reworked our living room layout three times, and turned it into a home. Elle thoughtfully suggested great pieces (and fabrics that won't give me the ick!) She's doing hero work. If you have a new home -- or you're just wanting to feel excited about your home again -- do yourself a favor and stop in at West Elm and let Elle work her magic. read more

I had a fantastic experience working with a young designer named Michaela. I needed to help my son furnish his first apartment in a remote city. Michaela sat down with me and the room dimensions and helped me select all the furniture for the studio apartment. She gave excellent advice on comfort, aesthetics and durability. After looking at numerous vendors (RH, PB, Crate & Barrel, etc) I found that West Elm has the best price to value ratio and that the furniture was proportioned for smaller apartment spaces. Michaela also helped speed along the delivery process and kept checking in to make sure the items were delivered. Having a dedicated designer who knows the products really streamline all of this. We are thrilled with the results. I could not recommend more highly. read more

I walked in and a sales clerk said ..."welcome in" and that's all the communication that was had even though there were two sales clerks behind the counter speaking to each other. I looked at furniture, sat on a couch and a chair. I looked at a sofa set right in front of the counter I had to scan the QR code on the tag because no-one came to assist me. I am really disappointed. I have a west Elm couch and I wanted to buy another one. But this experience turned me away. Maybe it was how I look or how I was dressed. But never judge a book by its cover! read more

$3k couch purchased in November 2020. ADDED BONUS: hours of phone calls to west elm for 5 months, limited and incorrect information, multiple delivery delays and a "customer service" number with a mysterious "supervisor" that never has the decency to jump on a call with you, but instead passed on messages through the poor sweet phone rep that is just trying to do her job. It took 23 minutes to get from the initial offer of 10% off to 20% off. I can't stop thinking of that sweet phone rep that must get so many rude and angry customers that are frustrated because the "supervisor" won't get on the call. What a crappy way to do business and to treat people, so that some CEO can give themselves a 30% bonus while they pay people min wage to deal with upset customers like me. read more

west elm - I asked for a supervisor that kept sending offers but never spoke to me as requested. What is this, deal or no deal?!? - Furniture Stores Near Me - Skokie, Illinois

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Stopped in at the Old Orchard store for an item I was interested in. The item was on display but it was on a very high display, so I could not really see the item. I asked one of the store workers if it was on display anywhere else in the store, he said no and did not offer an opportunity to bring it down . I did see another item I was interested in, so I went to the counter and asked if it was in stock. Another store clerk did not offer to get the item number, but instead I had to . It was not in stock, but she highly recommended I order it online from the store to support the brick and mortar business. Customer service was lacking all around and I did not end up purchasing the items as a result of it. read more

I ordered a tray from West Elm. It was too large, so I created a return label and dopped it off at the UPS store. 10 days later, I recieved a credit. They charge me 31.00 in shippin for a 62.00 purchase! I called to ask about it and the service agent told me that is the ususal price to return items. I cannot believe that I had to pay 50 percent of my item in shipping. If I had know that, I certainly would have brought it to the store. I said the same to the service agent and asked to talke to someone higher up. The lady said yes, and it would be a quick but silent hole. 20 minutes later I realized that she play me. Free shipping, but clearly anything but free returns. Watch out if you don't want to lose 50 percent of your items if you ship them back. read more

Sales representative was very rude and unhelpful. He had no knowledge of the products and became very angry and frustrated when I asked him basic questions like- which beds come in blue. read more

west elm was founded back in the early '00s in San Francisco, and they offer great modern and chic-looking furniture, rugs, window coverings, bedding, light fixtures, pillows, mirrors, tabletop items, and wall art. I'm a fan of their dishware, as they have cute and hip designs! Their bedding, such as their duvet covers, are of high quality and are super comfortable; a great option to cover your own or of your guest's bed. Even if you have the time to peruse, this store can give you some ideas in how to decorate a space. Located across from Sephora. +great dishware +lovely bedding selection +located across from Sephora read more

I have had so many negative customer service experiences from West Elm/Pottery Barn/ and Williams Sonoma that this was finally the last straw. The cash wrap woman at this store was so rude returning an item for me. West elm: "Return? Receipt in box?" Me: "Yes, I think so. Yes. Can you put it back on my credit card please because I used a gift card for a small amount and the purchase was larger than the amount?" West elm: "I only do what the computer tells me (angrily). I have no control. It will tell me how you get your money back." Me: "Okay, then if it puts it back on the gift card I would rather return the order and buy it back to use up the gift card." West elm: "If it really means that much to you to go through all that effort (rolls eyes) and waste all that time." Yes! I've had a gift card for here for 6 years and never want to step foot in the store again! It means that much to me! Ugh. Done. Luckily it went back to the credit card and I got to leave the store! Not to mention the whole company's return policy is awful. read more

Don't place an order for furniture from WEST ELM!! I purchased a table and the delivery service, RYDER has cancelled and not shown up numerous times! Today, was the last straw. Another scheduled delivery and when the truck arrived they told me there's NO TABLE on it because they couldn't FIND the table in the warehouse!!! Omg. The same issue happened on Sept 20, same table. They couldn't "find" the table in the warehouse!! Wow!! Ryder delivery... how difficult can this be when this is YOUR job? read more

I remember when West Elm first came to the Chicago area...I was obsessed! I completely adore the West Elm look, with it's bohemian/mid-century flair, but the issue I have with the store overall is the value factor. Having worked in interior design, this store is really overpriced for what you get. Some of the furniture is comfy, but in comparison to what you can buy at Room and Board for the same price, it's a miss. It's really hard to buy decent furniture that doesn't cost a fortune--I get it. Here's what West Elm is good for...their accessories and smaller items. They have some cute stools, side tables, lights, and rugs. They feature some great local artwork...cheers to their partnership with Minted...and who can pass up on some of their fun pillows. Tables are a-okay, but if you can afford a great sofa, I suggest going elsewhere :-( Mind you, I still absolutely love West Elm. But, after being a little older and wiser with my furniture purchases over time, I've learned my lesson. I do think this store will do well at this location, and it's a nice addition to Old Orchard. read more

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*There is no Yelp page for the location I am referring to. This review is specific to the Mellody Farms location in Vernon Hills.* Was excited to visit the West Elm location at Mellody Farms in Illinois to check out a coffee table for our home. We had plans to purchase. No stars is my actual review. We had been shopping all day with no issue elsewhere, but when my family walked in, a store employee brought over a stack of masks "just in case." I declined, and then she said that it was required. This "requirement" violates Illinois statute 745 ILCS 70/5 (from ch. 111 1/2, par. 5305)*, which reads: "Sec. 5. Discrimination. It shall be unlawful for any person, public or private institution, or public official to discriminate against any person in any manner, including but not limited to, licensing, hiring, promotion, transfer, staff appointment, hospital, managed care entity, or any other privileges, because of such person's conscientious refusal to receive, obtain, accept, perform, assist, counsel, suggest, recommend, refer or participate in any way in any particular form of health care services contrary to his or her conscience. (Source: P.A. 90-246, eff. 1-1-98.)" Happy to purchase goods elsewhere. read more

I splurged on a $250 set of linen sheets from this store. They became severely damaged after having been used and washed about 25 times. The company refused to replace or refund. I will not shop at West Elm, Pottery Barn, Williams Sonoma, or any of their other companies now that I understand that they won't stand behind their products that apparently don't provide the quality and guarantee commensurate with their prices. I encourage others to do the same. read more

We are in the process of buying furniture for my mother's new apartment. I had picked out everything through the website, and sent my 82 year old mother into this store to give her final ok. The three sales associates stood at the register talking amongst themselves, not a single one approached my mom to see if she needed help. When she finally did go ask them, they were barely helpful and put out to be torn away from their conversation. So guess what...mom went over to Crate and Barrel, found her new living room and bedroom furniture. The sales associates there were knowledgeable, kind and patient. If anyone at West Elm is paying attention, your company just lost a very sizable sale due to terrible customer service. read more

Had a poor experience at the west elm store in old orchard Illinois. I found the zig zag weave basket I have been looking for. I went to purchase it and I wasn't allowed to since they only had one available. I asked for them to ship me a basket, then said I had to pay for shipping. I didn't understand why I had to take the burden of the shipping cost if they weren't able to sell me the basket in the first place? They offered to put it on hold at another store. No, west elm. I don't want to make a second trip for the basket I can purchase in front of me. How about you get a store transfer of one and not inconvenience your customer? read more

Had a really positive experience couch shopping today at the Vernon Hills store. A lot of couches to look at and Michelle, who helped us, was really knowledgeable, patient, and easy to work with. Not pushy either which I appreciate. Thanks, Michelle! read more

This is a review of this specific West Elm location. Back in October I bought a sectional sofa from here. Since it was a large purchase the salesperson suggested I get a West Elm credit card for the 10% rewards. I didn't get approved for the card right away and would have to wait for it to come in the mail. The salesperson told me it would be fine to order the sectional right then and then transfer the purchase from my current credit card to the West Elm card when I receive it. Two weeks later I receive the sofa and card, and call them to transfer it. They said they couldn't do it and would get back to me with another option. I don't hear anything for a week so I come back to the store. The same salesperson then promised me the store manager would take care of it and call me back. Of course I don't hear anything from them again so I followed up four weeks later. They then tell me again they can't do it. So now I'm missing out on several hundred dollars of rewards because the salespeople here are either not well informed or are willing to say anything to make the sale. I've been happy with the sofa though. Otherwise they'd get one star. read more

the woman working there was so rude and standoffish. Incorrect product availability that didn't match website.

I've found many great decorative items here over the years, and just purchased a desk for my daughter. After we got home and unpacked it, we found damage to the front. When we returned it to this store, they wanted to charge me $25 shipping to replace it. What?! You sold damaged merch and want me to pay for to ship a replacement to your store. Unbelievable. Absolutely no customer service here! read more

West elm is the absolute worst - Usually when i give a bad review for a business , I think a lot , but when writing this review , I didn't even have to stop and think fr a fraction of a second Price, quality ,customer service , delivery times - everything is worst about this company . They moved the delivery of a dinining table three times and when I called to 800 number , the lady very rudely said that - they don't know when it will be delivered. I had placed the order a month ago already - In this age of Amzons , Ubers and Apples , companies such as West elem which are struck in 1970 don't deserve a single dollar business. Don't get tempted by the shiny showrooms - just google , if you decide to purchase after seeing the below links - then you deserve the fun - good luck :-( https://medium.com/@ltm/my-never-ending-adventure-with-west-elm-customer-service-72fc92703ede https://medium.com/the-awl/why-does-this-one-couch-from-west-elm-suck-so-much-2fd9e4c7ce77 https://www.buzzfeed.com/leticiamiranda/peggy-gate?utm_term=.dmGP8lbNp#.dyOvOM61Q read more

We LOVE Angel and Donna at this location! Worth the drive out from Chicago - they are kind, professional, helped us pick out the perfect furniture for our apartment and save a ton of money in the process. Highly recommend this location for anyone looking for high quality furnishings, excellent and personalized professional customer service and an overall fun, economic and fantastic home decor shopping experience!! Angel in particular - amazing! We'll be shopping at this West Elm for the remainder of our time in Chicago. read more

Something is wrong with this company. They are taking orders and giving an estimated delivery date (which is months out). Later you get another email pushing the date even further out. Then they send an email that lets you track your order and they officially charge you for the item. Then is sits and sits. And finally when it starts moving through the system, it cannot be found. And the receiving company has no information that it was ever something they were supposed to receive. So the item is nowhere on the planet. No one will even give any kind of idea as to what might have happened. No one in upper management will answer an email. They won't say if it was ever built. They won't say if it ever made it across the ocean. They won't say if they will put any effort into tracking it or finding out what happened. The only option is to start over. Meanwhile, they have had use of your money for several months. THIS IS A SCAM!!! read more

Today I drove to Old Orchard (not near my home) because I had called to inquire about a sofa and was told that location had it on the floor. When I walked in no one spoke to me. I wandered the store twice hoping to just find the sofa and test it. I was unable to locate it. Finally a woman approached me and said she saw me sitting on sofas and did I need any assistance. I said I was looking for the Shelter Sofa as I had been told it was at their store. She asked who I spoke with and I said I called the Lincoln Park store who had just removed it from the floor as they were remodeling. They suggested I call another store (no offer to help with that) so I checked online and saw a store at Old Orchard. I spoke with a man at that location who said the sofa was there and I asked if they were remodeling their store as I didn't want to make the trek if it wasn't there. It isn't there! The woman apologized and asked who I spoke with. I told her a man and she said well he wouldn't have told me that. Right, because I made that up because I wanted nothing more than to drive to old Orchard for nothing. Seeing as this was going nowhere I wandered to the back as I wanted to revisit looking at the upholstery fabric. Two women at the computer never bothered to look up or even ask if I needed assistance. That was enough for me. I left the store. Given this experience and all of the negative reviews I am seeing, not sure I'll even be back. Too bad because there was a sofa I liked and it was a serious contender. These people only have a small window to seal a deal. They don't seem to care very much. I guess I won't care either. read more

The frustration of continuous delays is only exceeded by the lack of professionalism and follow through by staff. They are creative with excuses except you can't blame your own bad behavior on Covid. Stay away, they have a long way to go before they can get their act together. read more

this is the worst company!!!!!! do not but any furniture from them!!! took 4 months to even schedule delivery of my couch they told me it was going to be 8 weeks when i purchased it!!!! once it was finally in and ready for delivery it took another 3 weeks to schedule that. the day of delivery the delivery guys couldnt fit my couch thru my front door. trying to cram the couch through without taking the feet of the couch off and the packaging that was covering the couch adding 4 inches to the overall size. also leaving the cushions on!!! front door is damaged the frame of my door is damaged. they did not deliver my couch!!!!!!!!! they took it back to the delivery warehouse!!!!! i called to report the damage and to see if my couch could be redelivered and to be done properly taking the feet off and wrapping and cushions!!! i waited 4 months for this couch!!!! not to mention it cost $30000. i was informed that my couch could not be found!!! omg!!! the delivery guus took pictures of the damage to my door. it has been over 1 week, i have not heard from the delivery company!!!! west elm is telling me that they can not do anything!! that i have to wait until the delivery company reaches out t0 me!!!! read more

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Just received delivery of the Oliver sofa. The quality is awful, it arrived damaged and worst of all it is not as depicted on the website. Now the return and refund process is a nightmare. Since West Elm uses a third party delivery service it is a game of kick the can between West Elm customer service and Ryder transportation. Spend the extra$$$ for the quality and customer service. Highly stylized junk furniture. read more

Never order anything from West Elm. An order I placed in Sept. was delayed repeatedly. I was told it couldn't be cancelled, but after it arrived I could return it for a refund. In Feb. they charged my credit card, and sent an email saying it would arrive on 2-28-20. Yet they had no tracking info, and no package arrived. It took two long phone calls to customer service to finally get a refund issued. Ridiculous :-( read more

The absolute worst. Delivered a table that was badly damaged. They delivered a replacement even in worse condition. Then they delivered the chairs but were miss half of them and the delivery people from West Elm said I have to call to figure out if it's even still in stock! Two days and two hours on the phone later and still no answer! This is the worst. Take your money elsewhere to a business that appreciates its customers. read more

This West Elm location is the very best. The store always looks great and the employees are friendly, professional, and super helpful! All West Elm stores should operate at their level of care, but unfortunately thats not always the case. Thank you Jenny, Adam, and Kara! Because of you, I'll be back to your location for sure. read more

One of my favorite places when it comes to home decor! I always find unique, one-of-a-kind pieces here.

My husband and I bought the Harmony sectional as one of our first pieces of furniture in our new house together and we couldn't be more disappointed. The couch took about 3 months to ship to our house and when it arrived cushions did not have enough stuffing and looked very lumpy. It took about 4 months of calling, emailing, and going to the store in person to resolve this issue and even then they only sent us two of the three cushion inserts. Even now I can barely get ahold of anyone to resolve this issue. Worst experience ever!! read more

The associates who work here are nice people but the store is totally understaffed. Every single time I visit this store I am half helped or standing around forever at the check out. I prefer to shop in person for home decor items but this experience is growing painful each time I visit. I'll probably start shopping elsewhere. read more

I wish I could give this store a better review. I had purchased a bedding set WELL over a month ago. We recieved some of it but half of the bedding is on back order and keeps getting pushed back. It's been very frustrating and we have not been able to finish our bedroom remodel because of it. The bedset itself is beautiful but the fact that we are waiting on half of our order to come in after a month is very disapointing. We chose West Elm as an alternative to Bed Bath and Beyond, Wayfair, and other compareable stores, but after all this mess I wish I would have purchased elsewhere. The ONLY reason we have decided to still wait on our order is becuase we bought curtains to match that specific bedspread at another store and had already thrown away the packaging. I urge potential costumers to either make sure your item is actually in stock or shop elsewhere. If it's not in stock you will potentially be waiting forever. read more

I love this place! Everything for the home is well designed and economically friendly. The staff is knowledgeable, kind and patient! They've helped me with design choices for my home - their in home appointments are marvelous! The team members know the products available and have great ideas for the best way to showcase a home, using both local designers (a West Elm speciality) and their main product lines. Simple elegance - fun pieces. My salesperson was Florrie and I cannot say enough good things about her eye for details and the overall picture. My home looks fabulous (where she has helped me that it is)! read more

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Update: The store's general manager, Amy, contacted us the next morning and explained the miscommunication. Apparently, the person who took the order wrote down the wrong phone number and the wrong color for the couch we ordered. But Amy had the correct couch delivered that same day- at no charge- and it is exactly what we wanted. The initial experience was not so pleasant, but we are very satisfied that Amy resolved everything in an incredibly timely manner. Thanks, Amy! Original: Be careful with West Elm; they are a total scam. We ordered a couch and were promised that we would have it by Thanksgiving. We spent weeks calling them and were repeatedly told that it was "in transit". After hearing nothing productive, we received an email that the couch had been waiting for pick-up for three weeks, but they had no way to get in touch with us. That is very confusing, since we called repeatedly and they were successfully able to email us. After picking it up barely before Christmas (not Thanksgiving, as promised!) we got it home and found it to be the wrong couch. We immediately called the store and were put on hold, then disconnected. This store is a scam. You are better off with Value City. read more

I was impressed by the top-notch customer service at this location. West Elm is a favorite of mine. The products they carry perfectly fit my style so when it was time to choose my wedding registry West Elm was my top choice. One gift we received was an area rug for our living room that had been a present from my mother. I truly loved the rug and how it looked in our space. Unfortunately, after only about a year and a half a grouping of the fibers simply came loose leaving a chunk completely missing. I immediately went to the website and discovered they no longer carried that particular rug. I then went to the Old Orchard West Elm store to see if they could help resolve the problem. I spoke with the Assistant Manager, Khara who immediately stated that they stand behind their products and wasted no time in working to resolve the problem. I had screen shots of our registry (thanks to my husband for keeping good records) which would help them to figure out how much the rug was when it was purchased since they would likely have to give us a store credit. I did share that we really loved that particular style and none of their current rugs were as appealing to us. Khara said she would work on it and would contact me shortly. Within a day I had a voice mail from her saying she was able to find a store in another state that still had our rug and that it was being shipped to their store. When it arrived we simply brought our damaged rug in for a trade. Her extra work meant the world to me, especially since the problem was resolved without me having to be persistent or demanding in any way. That means a lot. An area rug is not an inexpensive purchase so it is expected for it to last in your home for many years. Sometimes a product as a flaw- it happens. The way a business handles a mistake speaks volumes and for that I thank Khara and West Elm. It has now been almost a year since the exchange and the rug looks great! read more

I really like the furniture and the design services were amazing. The only reason why I did not give five stars is because the availability of furniture and the very slow delivery are tough. You get excited about a piece of furniture and then find out that either you cannot have it for two months or when it is due to be delivered, it then shows up a month later. read more

This is a great furniture store with lots if unique pieces to choose from. The people working there are all very knowledgeable, friendly, and helpful. It is a bit pricey but the items are very high quality. read more