west elm

Category:	Furniture Store
Address:	1201 NW Couch St, Portland, OR 97209, USA
Phone:	+1 503-224-4480
Site:	westelm.com
Rating:	3.6
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–6PM

Location

Photos 100

Reviews 6

L S

Wow. West Elm knocked it out of the park! And its a brand new, 2 week old store! In the coolest part of Portland, Maine! How could this be anything but great?! IT. WAS. GREAT. READ ON, FRIEND.... 1. West Elm, Portland has OUTSTANDING CUSTOMER SERVICE: I did NOT experience what other reviewers did: this was really good. 2. Ample and helpful staff (Sunday morning, very busy Portland tourist time). I immediately found a very professional, knowledgeable, and patient (!) design and sales person, NIKA. 3. DESIGN PROFESSIONALS My needs were specific- must buy sofa today-but Nika expertly guided me through options, sizes, materials and other options I hadnt considered, such as "How will it handle dog hair?" "Is it sleep-able?" , "Is the color too flat or will it have dimension?" She told me that pet hair was easily vacuum-able and two fit well. We agreed that the HENRY 86 with Worn Velvet, Light Taupe would match my dimensions, yellow Labrador retriever and lifestyle. -Nika was a delight. Personable and commanded respect and rapport immediately. Ask for her if you go in, please. Really nice. 4. Store and staff (Nika, included) supported the WHOLE PORTLAND EXPERIENCE and ETHOS. Im from Portland but live away now. The store and Nika engendered the UNDERSTATED and SIMPLE CHIC of both West Elm and Portland, in a way that promoted both sales and the "user experience". 5. This was NO-PRESSURE, FUN, INFORMATIVE and PRODUCTIVE. 6. PRICE and QUALITY: Really good balance. I needed a solid couch...and dining table and accessories! I wanted to balance that with economy without an "assemble yourself" and "particle board" level. were grown ups, for goodness sake. And I have a Labrador who is sometimes wet and usually shedding. So this was A PERFECT BALANCE. **************************************************************************************************** UPSHOT: Fun, Cool, Good value, professionals who help in actual helpful ways... and you move forward in your furniture and home furnishings hunt. ******************************************************************************************************** ****** Welcome to PORTLAND, MAINE, West ELM!!!

Sarah Evens

Products - awesome. Customer service - mediocre to lame, however, the national line redeemed itself after a delivery experience I will detail below. We ordered a headboard in the store. The person we worked with was fine, but in general we found that all of the store employees seem to have chips on their shoulders, slightly arrogant? Anyways, I can shrug that off, they dont need to be my BFF. I was told that when the headboard was delivered, the delivery service would bring it into my home and set it up for me, but upon delivery, the guy told me he only sets up full bed frames, if you order just a headboard then you have to put it together yourself. So I was misinformed by the store, but really, this is a stupid policy -- as if I am being penalized for not ordering the whole frame... really it is to protect the delivery service in the event the board doesnt work with the existing frame. Regardless, thats shady. I recognize this is the policy of the delivery company, not West Elm, but they should know the extent to which their vendors will go as they reflect the last step in my experience of purchasing this product from the store. [The side story is that I made him check that the headboard would work with our frame and as he started to show me how to put it together, he stopped, asked me if I had a husband, and reasoned he can put it together for me. FUMES came out of my ears - not the point, and you can bet he left without a tip.] I was pleasantly surprised when I contacted the 888 customer service line. The woman immediately took back the shipping and delivery service charges, as well as gave me 15% off the headboard for my trouble. Now thats customer service redeemed. The moral is West Elm should find a new delivery service. At least they came within the stated two-hour timeframe.

Anthony Yu

Similar experience as others. The products are decent, but the customer service is horrible, made us hate the entire experience. Ordered a sofa mid July, one month later... no sofa. No contact at all in between and when we called the service agent made it sound like she was doing us a favor to look up where our sofa was. The first agent that answered was unable to find our soda, and said that she would call back. She never did and we had to call again. Actually had to call back 3 times before someone was able to tell us that our sofa had gotten lost, and that we would be contacted a week later for delivery. Again we were never called back, and we had to contact west elm again before delivery was scheduled. In the meantime, the sofa we had ordered went on sale, with a no shipping cost promotion as well. We asked for the same discount since the price was higher when we bought the sofa and we hadnt received the sofa at this point. Was denied the discount, but the service agent offered to refund us the shipping cost of the sofa to the original form of payment. We accepted... and 2 weeks later got a gift card in the mail for the refunding shipping instead of a refund to the original payment. Totally unacceptable, and now we have to call again to hopefully correct this. Overall terrible experience. Dont waste your time and money with west elm.

A Private User

we found everything we needed right away for our new bedroom. they had so many styles and colors to choose from, and we were able to mix and match different patterns and textures within our color scheme to create an utterly luxurious bedroom. we also received great personal attention from the staff at the west elm in portland. they suggested things like pillows, for example, that i had missed, which worked perfectly with our scheme! they really listened to what we were looking for, and tried their best to help us make good decisions. LOVE west elm, and plan to go back in the future. they also have a great rewards program with their credit card...$25 back on every $250, and you can pay your balance with another credit card... so you still get your air miles, or whatever other benefits you might otherwise receive. they make spending a good chunk of money worth it. next time i go, ill be picking up my $99 duvet cover for free with my rewards!

Anna Logan

I have a love/hate relationship with West Elm. I love the look of so many items but hate the fact that I can never get any help in the store. Its like pulling teeth to get an employee to even look at you. I recently went and had four different employees completely ignore me at the register. Hello?? I want to buy stuff, please help me! Why do have to beg to get help? Kelsey was the nicest one there. Ive been in the store several times and its always the same- snotty employees who think theyre cooler than anyone else. Apparently being in their presence should be enough. Smh.

Janet Wheeler

Love their stuff but wont shop here again. In store sales people were great. But, shipping was a disaster (delivery driver hung up on me, delivery people didnt want to set up the bed because of missing hardware, first time came early to our home and left prior to the delivery window - refused to come back, had to reschedule etc.). Follow up shipping refund that was promised by the manager took 2 weeks to get processed (and 3 phone calls). Terrible way to treat customers. There are too many other places that have great service and delivery. Go there.