West Elm

West elm has the cutest stuff for your home. I love the home furnishings but hate going into this particular store because you can’t get any help from the staff. They are some of the most unhelpful and rude sales associates in this particular industry.

The customer service for west elm is about the worst I’ve seen in retail. They first sent us the wrong quantity of the product we ordered. Then — a replacement order for the full quantity of the same product was sent, but one of the products was broken. Finally, they send us a replacement for the replacement, and this ends up being the entirely wrong product.

This review is for West Elm in general — their customer service and delivery service — not ‘just’ this location.
I can’t even begin explaining how frustrated I am with West Elm and their delivery company for so many reasons. Please do yourself a favor and stay away. There are so many better options out there. Don’t waste your time, money, and energy — especially if you don’t want to be treated badly for giving them your money.
Issues:
— $ 200 for white glove shipping and delivery is a joke — a big lie. They need to add a definition of that term to their website because you’d basically be paying them $ 200 for the delivery of stress, frustration, and rudeness
— MXD, the delivery company contracted by West Elm, didn’t keep their word on the delivery time. Had to keep rescheduling. They showed up twice at the wrong time. 40+ call made to them by me (not counting the calls made to my tower management to reserve the elevator), two weeks of frustration and hell dealing with them, countless promises, and they ‘still’ didn’t keep their word. I live in a high rise, and can only schedule the freight elevator for one, two hour window per day. Apparently, they understood that I only had the elevator for a certain time, added notes to my order accordingly, but still chose to ignore it when it came to scheduling the delivery.
— The flimsy plastic wrapped around my light gray sofa was torn/​jabbed at several places and there was a stain at the back. When I told west elm about it, they made me feel like I was lying :(
— Lots of miscommunication and going back on their word.
— Lies, lies, and more lies. They tell you everything is handled and taken care of, until it isn’t and you realize that you’re back at square one and nothing has been fixed
— Rude people all around, including the West Elm customer service. Most of the people I talked to were hostile. They didn’t seem to understand the concept of listening to the customer and working with them. I would get straight out «No’s», only later to have them agree. Then why say No in the first place? Why not hear out the customer and work with them, and save everyone the time and effort?
— Multiple times during this experience, I felt like I got my sofa for free and they were doing me some sort of favor — they talked with ultimatums. Whatever happened to customer service people? Making the customer feel heard?
This experience caused me much stress, and so much waste of time. And at the end of the day, the supervisor at West Elm, Graciela Ripol, made it worse. I called them to tell them about my experience with the delivery company and after being offered a certain compensation by her report, the manager retracted it. She said that she can only give out merchandise credit, but refund cash if I took half that amount?! When I asked her why, what’s the reason, she said there is no reason — that’s what she is choosing to do and that I should take it or leave it! Her report, Abby, said nothing about the merchandise credit — it was not explicitly said at the time! If Graciela can authorize half of the «said» compensation amount, she can most certainly authorize the full amount. She literally lost a customer for life over a $ 100 — for an already awful experience that I had. She just didn’t care how badly the customer had been treated thus far, and continued to do so. No empathy, only aggression — multiple, high pitched interruptions — «Mam, Mam, Mam». I felt like I was being yelled at. The supervisor did not honor her reports own words, even after her report admitted that in front of both of us (she was on the second line). Graciela then went on to say that I should go buy some pillows and throws from west elm and put it on my couch and be happy about it — as if I’m a little kid. She didn’t once address how they are going to fix the delivery issue in the future for other customers and when I asked her about it, she said it was «implied» that it will be taken care of. No, it’s not implied — it’s kind of her job to assure me that they understand how horrible my experience has been and they are going to take measures to fix it! I have spent thousands of dollars at West Elm and more recently in the shape of a couch. Never again, I tell you! And I’m going to warn everyone I come across to steer clear of them. And honestly, if I hadn’t had the experience with Graciela, I would not have felt «this» strongly. She truly made me feel horrible and that’s opposite of what her job is.
Abby, Graciela’s report, did a much better job than her — she was empathetic and kind. Graciela should probably learn from her — instead of being aggressive, and using a rude tone, aggravating the customer, learn to be kind and talk to people with respect. It all boils down to that — I didn’t feel respected and heard by her. Graciela gave me ultimatums and made me feel like I was at some sort of fault. This experience damped my excitement for the new sofa :/​All this makes me want to send it back

Ordered quite a few items on their website last year and am pleased with the design. My $ 450 office chair however is already falling apart at the wheel assembly and cannot be repaired. Customer service has been unhelpful and told me to replace the chair!

I’ve browsed around at the West Elm Lincoln Park store in Chicago several times. Each and every time I go, no one ever says hello or asks if I need help finding anything. The day that I went in ready to purchase was no exception. After searching their website for a side table, I went into the store to finally decide between two. I walked circles around the store several times looking for the tables, nobody noticed or cared to notice. I finally found the tables at the front of the store. After deciding on a table, I stood there for a few more minutes thinking someone would eventually offer to help, but, of course, they didn’t. So, I got in line at the checkout. A guy behind the counter asked if I needed help, I said yes, I’d like to buy a table. I pointed out the one that I wanted, and he told me that it was an online only item. So, I asked why was it on display in the store, he said it’s so people could see it. That doesn’t make sense to me at all. Without the guy offering any further assistance, I just left. He didn’t try to recommend anything else, try to order it… nothing, just a black stare. When I got home, I checked the website and learned that the table I wanted was only online only in copper and silver; I wanted brass. He never asked what color I wanted, he just threw me an answer. So, even if he assumed I wanted what was on display, which was brass, it is not an online only item. So, I called the store and talked to the same guy. I explained to him that he gave me false information. He then said it was out of stock. So, I said is there anything you can do? Can you order it, sell the display, or take my info down and let me know when you get more in? His only reply was «I don’t know when we’ll be getting more in.» I said that’s why I asked if you could take my info and call me when you do, but he just said «I don’t know when we’ll be getting more in to call you.» That reply makes absolutely no sense. I know he that he probably doesn’t know, that’s why I asked if he could call. Nevermind that fact that he ignored my other questions. I just said thanks and hung up the phone. I realized at that point that West Elm doesn’t want my business.

Horrible customer service at this location. We bought some flatware over the phone because they did not have it in stock at another location. The flatware is advertised as dishwasher safe, which we confirmed with the associate over the phone. We asked if there had ever been any issues with people using the dishwasher and she said no, but we should probably hand wash it anyway. Hmm…
The next day we arrive at this location to pick up our order. It took them 20 minutes to find it and it was not under the name that we had given over the phone, complicating matters even further. Strike one.
We take the flatware home and put it through the dishwasher before using it. Half of the flatware comes out with corroded pits all over it. Strike two.
We then call the store to ask again if this is an issue other folks have had and to let them know we would be returning the flatware. The associate said «If you feel the need to return it, go ahead.» Nah I’ll just shovel some corroded metal into my mouth every time I eat a piece of food. Foul tip, but the catcher drops the ball and the hitter is still active.
Two days later we take the flatware back to return it. They initially refuse to take the items back claiming we got store credit for it the same day we purchased it. Huh? Thinking back, I noticed that the associate pulled out a gift card right after finalizing our transaction, so my best guess is this particular associate screwed both me and the store over by «returning» the items and pocketing some store credit in the process. Strike three (again).
Terribly made products, terrible customer service. Avoid at all costs.

Worst store to order from, everyone has a different story and no one knows what is going on. The manager was not helpful and was rude when I told them I was charged $ 900 for an item that they had no record of. Not helpful at all. I would never order from this store again. Learn from my mistake.

Placed an in-​store order and tried calling to get the status of the order. Been 20 min now and still no one in the store is answering the phone. Tried customer service and even they can’t get this store to answer their phone. Despite how expensive the store is, apparently they can’t be bothered to provide basic customer help.
Under no circumstance would I return to this store.

A man who claims to be employed by this business, Derek Vandegrift, has written numerous harassing emails to me. While I cannot comment on the quality of the business itself, I will not give my money to a business that employs people who engage in that kind of conduct. If this man is indeed currently working for West Elm, he needs to be fired.

Disclaimer: An hour ago I composed a 1 star review and swore I would never purchase from them again… But I’m a changed woman!
A chair in their «Saddle» color caught my eye online last month, only problem being that the color was no longer available to purchase online. After talking with a customer service rep and visiting the West Elm store, I was told the color was discontinued and they could not sell me the floor model. Because I have issues taking no for an answer, I returned to the store the following week and they agreed they would sell me the floor model since it would not be back in stock. HOORAY!
Everything was satisfactory until I went on their website today and saw my chair was now available in the color I wanted — AND $ 50 cheaper! Because the chair we purchased was slightly scuffed and had light scratches, I was frustrated that we could have waited and ended up with a brand new chair. Customer service directed me to call the store and within 3 hours, we were told they would happily take back the floor model (which technically had a final sale policy) and we could purchase the new chair at the discounted price.
I had absolutely ZERO faith in West Elm agreeing to exchange the chairs but was proved wrong and will continue to frequent their stores moving forward.
Reason I knocked off one star: Every time I have been in store, they are extremely short staffed — this applies to all West Elm locations, not just North Ave. If you don’t like to be bothered while you shop, this is great. When you want to purchase furniture or discuss fabric options, it becomes a complete nightmare.
Thank you for proving me wrong, West Elm!

I love West Elm! You can find beautiful things at a reasonable price and give your home an upscale look.
Staff is very friendly and helpful.

West elm doesn’t allow reviews on its website and I think I understand why.
3 stars for their customer service, affordable prices and cute modern furniture.
The low rating is for the quality of furniture. The nightstand we received had a broken leg. The bed we received was missing a leg altogether. Took 2 weeks to receive the missing leg (they refunded us $ 8 whole dollars for the inconvenience). Still waiting on a new nightstand (been 2 weeks).

I despise this company with a burning fiery passion. The WORST customer service. CS employees are basically there to condescend you and tell you «sucks to suck» when you have any sort of issue. I have actually never had a positive transaction with WE. Earlier this year (February) I placed an order for some drinking glasses. The ETA has since been pushed out every month since then. I forgot about the order and when I remember decided not to cancel because it was comical at this point. The ETA is currently September. I have never once been communicated with regarding when I will receive the item and every time i have asked I am told «we can’t say for sure.» They are only glasses, yes, but it’s the principal.
Aside from the overall suckiness of the company this store isn’t great either. I have never once been asked if I needed help. Once I was walking around with an armfull of bedding and not once associate asked if I needed a basket or if they could put that stuff at the counter for me.
A recent absurd email from «elevated customer service» is really my last straw. I cannot shop here anymore. Please everyone else… save yourselves! Avoid!

This is the worst company ever!!!
We bought five major pieces of furniture from here in May.
Three were delivered.
One was apparently shipped in early July, it’s August now and I have no idea where it is now. The customer care keeps transferring me from one person to another. Everyone is clueless.
The other item was to be delivered in June. But was wrongly labelled so we never got it and now it’s on back order until October. (I may get it six months later, no guarantees just a vague it may be ready by then)
To make matters worse the sales rep convinced us to be members of the rewards club by telling us we could redeem the dollars at pottery barn. Well we couldn’t. Cuz the reward dollars can only be used in west elm.
The furniture may be nice. But it’s not worth buying nice furniture if it never leaves the storeroom.
Oh ya and most items on display in the shop are not available in the shop and need to be ordered online. Order online at your own risk.
Worst shopping experience ever!

My husband and I ordered the Emmerson dining table on Sunday, August 2^nd, and the sales associate said we would be able to pick it up by Friday, August 7^th — since there were trucks delivering a few that week he said we could get it earlier– we were pumped! We had a dinner party schedule d that upcoming weekend that we were hosting.
Well…Friday rolled around and we were notified that the sales associate misspoke. We wouldn’t be getting the table for another 2 – 3 weeks. I was not happy. Enter my West Elm knight in shining armor– Michael P. He not only listened to me be upset, but said «Give me 15 minutes, and I will call you back with a solution.» Michael called 15 minutes later as he said he would and found us a table! He had to beg, borrow and steal, but he got us the table in time.
Thank you Michael for your stellar customer service, and magic skills!

Just awful.
As Leah A. reviewed: «Wish this could be zero stars»
I am moving to New York and wanted some of the merchandise I saw in this store. The associate in the Chicago store offered to help. Perfect. He told me that all the items I wanted were not at the same location and that he had to order from two stores in New York. Since he had to ship it from two locations, there would be two shipping costs. But, due to the fact that it was out of my control that they didn’t carry the items I wanted, he said West Elm would only charge me one shipping fee. He didn’t give me any confirmation, but told me the two stores would be emailing me the receipts later that day. My fault for believing him…
1.) I only got a receipt from one store
2.) On that receipt, the delivery address was already wrong. I had to call back to have it fixed, which it wasn’t until the second time I called.
3.) I call back to get confirmation on delivery. They didn’t even remember to set up delivery for my products. So if I had waited, then I would have received nothing and paid a great deal.
4.) I called multiple times to have the second receipt sent to me, but alas it wasn’t sent. They got my email wrong. Shocker… Thus they maxed out the number of times they could send me the receipt. Since they maxed out the times they could send the receipt, they directed me elsewhere to have a store photograph the receipt to email it to me. I just want my receipt!
5.) When I call the store, they tell me it is against their policy to take a photo of the receipt and email it to me. They tell me all they can do is mail the receipt along with my delivery the day I get the products. So I’m spending $$$ to have no confirmation of what I bought. Given that West Elm has been on a streak for having awful service, I did not trust them at all. They would probably send the wrong products.
6.) I was charged two shipping fees. When I told the stores this, they proceeded to ignore me and still charge me. Additionally, the associate responsible in the beginning was supposed to call me back twice. Never happened.
The list goes on, but I have no more time for this. I have already spent a total of 6 hours trying to coordinate this. Ridiculous.
Let’s recap:
West Elm cannot get my delivery address or email correct, they cannot send a simple receipt, they cannot set up delivery of products, and they like to not listen to its paying customers.
However, what they can do is charge my credit card for the thousands I spent.
Lesson learned:
Never buy furniture or any other products from this store.

Aligned with more reviews than any company would prefer — I too wish there was an option for zero stars. Having never written a review… for anything… safe to say my experience with West Elm and their furniture delivery service was so exceptionally poor that I felt compelled to warn others from suffering our same frustration and dissatisfaction.
The exact details of this boondoggle are too extensive for this small space — suffice to say, the delivery of our ‘big ticket’ item was delayed on the morning of its scheduled arrival… and, after several exausting calls with an ill-​trained staff of customer service representatives — was curtly advised that the item would potentially be available for delivery… in 6 months.
I have never experienced such dysfunction with a furniture order or been treated with such blatant disregard from a customer service team. We’ll certainly be taking our business elsewhere (Crate and Barrel couldn’t have been any easier to work with and we’ll be seeing our furniture in 72 hours) and I’d encourage others to do the same.

I actually really loved this store.
The sales people don’t stalk you. I definitely had to look for one when I needed help, but I actually like that.
They had a fantastic sale going on when I was there. Both the items I wanted were in stock and on sale. I was able to avoid their weird shipping costs.

Wish this could be zero stars. We have had nothing but problems and miscommunications with this sham of a company.
Our sofa was to be delivered this weekend, and setting up a delivery time with the shipping company was confusing and frustrating. We would confirm a time only to have them call us saying we needed to set it up. We finally confirmed a 10am delivery time only to have the truck show up at 7:30am. Ughhhhhh!

I can’t believe I am writing this but I have officially turned on West Elm. If you want to buy small accent pieces for your home, or even a rug (why they get 3 stars) Ok that’s fine. They should only be in the business of selling rugs and decoratvie tchokes.
Furniture — another story. We ordered one of their overpriced coffee tables since it was the only one I could find online that matched our décor and it was 40% off. My boyfriend had to drill holes to make the thing fit together properly and it didn’t assemble easy AT ALL. If we didn’t have a drill we would have never been able to assemble it.
We also made the mistake of ordering bedding from there. After one wash the sheets were ridiculously wrinkled and fraying at the seams.
We also ordered a duvet cover. It said a King on the packing slip, was in King packaging but alas once we measured it, since it didn’t fit our bed, it was a queen size based on their website measurements. When i called their «customer service» the guy was some clueless call center guy who said we will get a replacement in about a week and refused to expedite even though it was their mistake. I understand these are serious 1^st world problems but for such an overpriced store (and I agree the Chicago North Ave staff is extremely unfriendly and unhelpful) I will probably just rely on Target and online shopping