West Elm

I love WestElm but I am super disappointed to have driven 30+ miles to the Scottsdale location today Just to read a note on the door that they are closed for inventory? Um… I’m sorry, I worked retail for years, we stayed late into the evening or came hours early in the morning to account for inventory. Never did we close our doors to the public, customers and especially not during a work week. I then Called to ask if they would be open in the afternoon, like the WestElm Instagram page noted, because I then decided to check Instagram and I had arrived at 2:30 & doors were still closed… I was then told, «4ish 5ish or 6ish, we really don’t know»… Honestly, it was super disappointing and careless on WestElm Scottsdale’s part… Incentive to the fact that not everyone lives in Scottsdale or PV who shops at their only AZ store. I then drove 30+ miles back home completely empty handed.

I have been trying to get a couch from West Elm for months. We just moved to Scottsdale and needed a new couch. The staff at the The Quarter was wonderful and helpful but the couch that we wanted in late October was not going to be able to be delivered for 12 weeks which brought it to our house in February — totally ridiculous. We then opted to find another couch that was «in stock» and would be delivered in 2 – 4 weeks. It is now the 4^th week and we still do not have our section. I received a call from the delivery company who first said it was ready and then said only one piece was available and they had to wait. I waited for 10 days and decided to call customer service. I was told by one person that the couch was in the warehouse. At this point I was not particularly impressed with the stories I was given so I called again. Thank goodness I was connected to a fabulous customer service person in the Oaklahoma office who not only told me that he would check on this and call me back. He did today and I discovered that not only was the couch not ready but he had to put in a new order for the 2^nd piece of the sectional because it was somehow lost. I will not be getting this couch until January 19 at this point — way after the holidays and more than very upsetting to us. It appears that West Elm does not know it’s stock, has a terrible tracking system and after reading some of the other reviews, has created problems for customer service for many more people beyond me. I think that we all need to have some sort of credit given for our poor service and that West Elm needs to find a better control on it’s order and delivery services.
I would not recommend working with this store for any furniture order — don’t buy anything online and don’t buy anything that you can’t walk out the door with. I am so disappointed

Stacey, the new GM, is simply incredible. To all the naysayers, I encourage you to return. This woman is truly a retail goddess.
My wife and I purchased an Emerson table and two 73 inch benches on labor day in order to take advantage of the 20% off sale, but we couldn’t take delivery until October 28^th as that was when we were moving into our new house. Stacey waived all storage charges for us. When we went to pick them up, we realized the benches they had for us were the wrong size. We found Stacey, who remembered our names and our whole story. As it turns out, the associate who rang us up never should have sold us those benches as they aren’t supposed to carry them in the store. Nevertheless, Stacey placed the order for us online, waived all delivery charges so we could get them delivered to our door rather than having to pick them up in store, and then gave us ANOTHER 20% off for the inconvenience and error. To top it all off, she had her warehouse attendant assemble the smaller sized benches for us and allowed us to take those home as a «loaner» until the larger benches arrived. All the while, Stacey had a big smile and pleasant attitude. We loved West Elm already due to their excellent style and quality products, but this experience makes us even more inclined to shop at the store. Keep up the good work Stacey!

We have had SO many issues EVERY time we have purchased anything from this West Elm! We previously lived in Charlotte and purchased a few furniture items without issue. But every purchase we have made from this location has been frought with major problems. If I wrote all the details, you’d have a short novel! I am NOT kidding!!! And, as another reviewer stated, they do sometimes like to tack on extra fees, so be careful. Our most recent fiasco was the purchase of a light fixture. We found one on the website we liked and called the store to see if they had it in stock so we could see it in person as well as avoid shipping fees. We drove to the store and made our purchase. It was actually cheaper in the store than online which we thought was odd. Well, the box didn’t fit in our car and when we decided to just take it out of the box and we discovered the reason for the cheaper price. The box literally just contained the light shade… no actual light, no cords, no downrods… nothing!!! If you purchased this in the store, you had to purchase all those items separately… which they didn’t even have, nor did the staff even know what parts were needed. We decided to just immediately return the light shade. They offered us 15% off if we ordered the light fixture online, which did come with all the necessary components. BUT there were extra fees for this purchase! And no ship to store to avoid shipping fees. Of course, the staff stated they couldn’t just give us the 15% off that day since it was Sunday. They said they’d have to call Monday to get that discount applied. We’ve heard that before and we knew we were in for a headache… because the discount never gets applied and you have to make multiple phone calls to get things (sort of) right. Seriously West Elm, what kind of system are you using??? Of course the discount was never applied and we made several phone calls and got the run around. We have multiple charges and credits on our West Elm card that make NO sense. This is our last purchase from West Elm. Period. Their products may be nice for the price point, but their service is HORRIBLE.

RUN THE OTHER WAY! The products are beautiful and great. No problems there. The customer service was/​is horrible. I don’t have the time to go through a list of grievances, but the lack of help with getting my couch (over a month late), the mistakes made doing a simple return on some curtains, and the utter lack of communication (and responsibility) between the online and the store and the customer have overridden my desire to buy their beautiful home items. I get anxious thinking about having to do any sort of return with them. The only place where I have received worse service was at the municipal court when I was trying to get out of a speeding ticket! It takes a lot for me to refuse to buy from a store, and this company has managed to cross that line.

Not surprised by all of the bad reviews. I spent weeks researching sectionals for my new house and comparing West Elm’s online selection to other stores. I decided that the Urban Sectional was my favorite and went into the store to check it out. The furniture is much smaller/​cheaper-​looking in person but I decided that the Urban was still a good value.
The combined total of the pieces I chose was $ 3,500 after applying my new homeowner coupon. They didn’t have the color I wanted in the store so I ordered online. When I tried to checkout the total went up by $ 550 without even including tax! They were trying to charge $ 350 for shipping and a $ 200 «surcharge» for no specific reason.
Obviously adding $ 550 to the price at checkout (not including tax!) is unacceptable and felt like a total scam after all the time I spent researching. I called and spent a long time on hold before I finally got to talk to a customer service manager (second call, first time I was promised a callback and never heard from anyone). The manager admitted that 10% shipping fee is literally TWICE as much as this corporation charges in their other concept stores (West Elm isn’t their only brand). The other stores only charge 5%, which is already profitable. The manager also said the $ 200 «surcharge» is always included regardless of delivery method… So why isn’t this included in the PRICE? Obviously West Elm does not respect their customers’ trust or intelligence and doesn’t want them to be able to accurately compare their prices to other stores.
I asked to have the sectional shipped site-​to-​store instead and was denied (even though the store has one in a different color). I asked if I could arrange shipping on my own freight account and was denied. I asked if the surcharge could be removed since I didn’t need any services and simply wanted to pay the price that was advertised — all of my solutions were denied and the «Customer Service Manager» didn’t come up with a single helpful explanation or suggestion.
The catalog may look appealing as pictured and advertised, but it’s too bad the products are actually much smaller and the prices are actually much higher when you actually try to make your purchase. Do not waste your time and money shopping here.

No follow up. A week has gone by and nobody has called me. The customer service supervisor didn’t call, the district manager didn’t call and the customer service rep that I left a voice Mal for. Very poor service. Nobody cares that I was charged twice, over drafted my account and caused me fees. Never again will I buy from here. Crate and Barrel will have our families purchases and will not refer anyone to West Elm.

Why have a phone if NO ONE EVER ANSWERS! You get a recording of all the hours and directions then it says gives you prompts for specific departments; «check on an order, place and order, speak to an employee» …None of the prompts EVER gets you ANYWHERE! I have been trying to call them for three days. Do not make me come up there! I bet they want me to come up there!

I had nothing but great service from this store. They are nothing but helpful every time I go in and the people that helped me had a great eye for what would work when I explained what I was going for. Keep up the great work!

I had given up on West Elm, I had put them in the same category as Ikea until I walked into this location. I have been to West Elm in Denver, San Diego, and in Virginia, but this location has the perfect store design and employees. If you like West Elm you’ll love this location. If you’ve give up on West Elm, I suggest you give it one last try and visit this store.

I recently discovered West Elm. I’m very happy with the two Penelope night stands I ordered online. I went to the Scottsdale Quarter location to purchase a desk and chair, and the staff was super helpful! I love the style and quality of their items. Nico and Katie went out of their way to assist me. There is a loading zone right in front of the store; you just pull up and ring a bell and they bring your purchase right to you. I will be back soon.

We came in here today to inquire about the remote possibility of exchanging some duvets we had received as wedding gifts in 2012. What happened was we packed the duvets as soon as we got married and loved to Mexico where we quickly realized that these duvets were clearly the wrong selection for us and just didn’t pair well like they had done so online. To our complete surprise, Romy the store manager agreed to an unconditional and even exchange in her insistence that we be satisfied. She not only agreed to the exchange, she took the time to help us pick out something we would be sure to enjoy for many years to come. I have not seen such incredible, dedicated customer service in a retail setting in quite a long time. Please be sure to seek out the amazing help of Kathy and Romy when considering decorating or accentuating your home with West Elm.
–Jordan

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.

This place is hit or miss. They aren’t my style of everything, but usually can Find a few amazing, neutral pieces here. Their prices are much more affordable than some if the other stores they are by. I’ve never had any problems with anything that I have purchased from here and if I did I know that they would step in and make it right. Next time your in the mood to spruce up your house be sure to check this place out

We purchased West Elm’s mid-​century desk in off-​white 2 weeks ago. It looked fine when it was delivered and assembled, but by that evening there was already a chip in the finish, which reveals the black material underneath. My daughter uses a padded leather desk chair, but no matter – the surface keeps chipping, seemingly if you simply tap it with a pencil. What was originally a beautiful piece now looks like it’s from a remnant shop. Horribly engineered – the bevel is way too sharp to be a useful desk – and a waste of $ 500+. The sales people need to be educated and the products should be tested to see how they wear. Never again.

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!

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.

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)

We really like West Elm, which is part of the Williams-​Sonoma retailing empire.
West Elm is geared for a more upscale urban living and was originally focused on folks living in lofts. So you see smaller furniture items and more knick knacks. But don’t be fooled into thinking this is just another inexpensive Pier One. It’s not. Like I said, it’s part of Williams-​Sonoma and the quality is outstanding.
We would highly recommend you consider being added to their email list, if only because it comes with a 10% off coupon on your first purchase. After that they will tip you off to upcoming sales. Nice!

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!