West Elm

Wasnt able to actually purchase anything in the store as it wasnt in stock. My ‘special order’ has been in process for over six months. A total joke.

Very happy with the West Elm furniture we purchased. The price point for the quality and great design is better than many other stores we visited. We’ve been back a number of times over the past month and a half and had great service – thank you Vahig!

I have a lot of furniture and small items from West Elm. Everything that I have ordered has come in very quickly and exactly as ordered i.e. the beautiful lamp that I picked up yesterday. I find the service there to be good albeit a tad frustrating on the phone even when armed with catalog numbers, and the selection is decent (although they need to order many things in and do not have them in a warehouse close by) The market there is cool and a nice place to sit down at in between browsing. I am knocking one star off because finding parking there is a PITA and they only carry like, half of the actual accessories that are seen online. Also, finding an associate to help you in the lamps/​rug section is damn near impossible because they are all standing around in a clump, gossiping, I had to get help from the cashier instead,

such a shame, this place has great furniture and decorative items –albeit at times overpriced — but man does their customer service SUCK.

This is a nice store with decent product. I spent $ 1000 on my visit, so the reason for my negative review is not due to their product but their AWFUL customer service.
I am still waiting for my order to deliver and when I contacted the store staff they acted like ‘what’s the big deal’. The rep actually said” Its only be 3 weeks and we said we would call you. If we haven’t it is not here” SERIOUSLY? What kind of customer service is that. I asked if she can look into when I may expect the delivery & she said ‘sure’ and took my number, but NEVER CALLED BACK. I then tried to reach the store again — and nobody picks up the phone. I really don’t understand how places with such bad service survive in this economy.

West Elm opened in our neighborhood over the summer and I have been by the store a few times. They have some nice stuff, a little café right in the store and their prices are pretty much what you’d expect from a place like this (i.e. nothing is a steal).
One thing that is particularly annoying is that much of which is on the company’s website is not available in their store. I don’t mean that they don’t have it in the store, which would be understandable, but it seems that you cannot even special order it. We were looking at carpets and were repeatedly told that styles that we liked were not available and even when the style was available they often were not able to order us the size that we wanted, even though it was displayed on their website.
I know that the company is just starting to come to Canada, but I think that they should get themselves a bit better organized. I know that you can’t carry 100% of your stock in all your stores, but customers should be able to special order items that are displayed online but not carried in the store.