west elm

Category:	Furniture Store
Address:	2201 Westlake Ave Ste 100, Seattle, WA 98121, USA
Phone:	+1 206-467-5798
Site:	westelm.com
Rating:	3.7
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–6PM

Location

Photos 100

Reviews 11

Michael Wang

NEVER SHOPPING with West Elm ever again. Id rather cut off my left foot than step into another store. West elm is a tempting alternative for purchasing furniture; however, if anything is wrong with your purchase they hang you out to dry on the customer service front. Just google West Elm Customer service. This review isnt an anomaly. We ordered a table and bench that took a month to delivery + paid a hefty delivery and laughable "white glove service" fee. The product delivered did not match the color that was on the website so we requested a return/refund. Weve followed up for a month and they still havent arranged for a pick up. In fact, I recorded the phone calls and its truly horrendous how nobody there takes accountability for honoring their service agreement they post on their website. I have recorded 4 phone calls that (took 30 minute waits minimum) and tracked 3 emails where I didnt get a response for the logistic team. On one of the recordings Cody (customer rep) goes, "oh, it looks like I fielded your call 3 weeks ago, and nothing has happened yet?" Incompetent. Theyll give you the run around and Im going to file a complaint with the attorney general, CPA, and BBB.

Matt Dolge

The West Elm print catalog and website are beautiful but their customer service needs an overhaul. Purchased a table and picked it up in store. The store was closing and they were understaffed so they couldnt help me carry it to my car so I drove around to the backside of the building to pick up in the loading area. Existing my car I knocked on the loading door and no answer. Waited 5-10 minutes then drove around to the front of the store re-parked and got out of the car to try to go inside but the store was now closed and the sales person said "we are closed" and would not let me in. I drove back around to the loading dock to find my table out in the open unattended. With no help, no thank you for my purchase I picked up the table and left. Assembling the table the next day I noticed that one of the legs was 1/8" shorter than the rest so I called the store to see if they could get me a new leg. They were not accommodating and said I must return the item in full. Not wanting to disassemble the table and drive it back down to West Elm my very expensive table now has a permanent lean if not for the washer I placed underneath it.

John Sloss

So, I made a husband mistake. We got our brand new duvet cover we loved. Within a week, our dog peed on it. I quickly rushed to the duvets rescue by spraying the pee mark with our dog pee cleaner. Only, it wasnt the cleaner, it was bleach. To my defense, the bottles look the same (unless you took the time to read the lable). Needless to say, our new duvet now had a bleached white pee stain. I called West Elm and spoke to a very helpful representative who heard my story, took pity on me, and sent us a brand new duvet for only the cost of shipping. I got husband points for getting us a new duvet, that gentleman gets service points for saving my butt. THANK YOU WEST ELM!

Terrapindreamr

Great furniture and accessories..but super expensive. The customer service is a hot mess, consistently. I recd a long awaited bed without the right parts after paying for concierge service...long delays in return communication and rescheduled appts, inc a no-show. The in-store reps are harried and understaffed. One told me that 80% of the orders have a problem and she was so tired of it that she was quitting the next week! I use the Seattle store location. Be warned that the orders placed at the store locations are not accessible by the online ordering reps. Get it together West Elm!

Barbara Brasfield

Nice selection of good quality items. Wretchedly awful delivery service. They use a separate vendor for larger item delivery, and the scheduling and communication is terrible beyond belief. Wont be shopping here again even though I like their products. However I want to counter some of the prior reviews regarding customer service. The in-store sales staff were attentive and helpful, and the person who helped with the delivery issue did everything she could to try to make things right for me. She has no power over the corporate decision to use the crappy delivery vendor.

jtuthill99

DO NOT BUY FROM THIS STORE!!! They are poorly trained and will tell you anything to make a sale. They told us a couch would arrive in 2-4 weeks if we picked from two types of material. It has now been 2.5 months and we are still waiting on the couch in a material I didnt LOVE! The customer service tells me a different answer every time I call and a different date! However they had no problem charging me for it a month before delivery. DONT BUY FROM THEM! Save yourself the money, and stress and go with a different store. I will NEVER order from them again!!!!

Leon Bromley

This store is just the worst! God help you if you order furniture from West Elm. I ordered a table a couple months ago and had a horrible experience with terrible and rude costumer service. The table was never delivered and after spending hours on the phone to get a refund for the furniture I never received, I got nowhere. I finally contacted my credit card company to dispute the charge and get my money back. In hindsight, I began reading reviews about the company and it seems that I am not alone. I recommend avoiding this company at all costs.

Kristie Berg

West Elm is so tempting because the design is decent and its better quality than say, Ikea. But, after several AWFUL experiences here, I can no longer shop here. If you have any furniture items that require any attention at all, need to cancel and item, or have basic customer service needs, you will not find a company thats more frustrating. This has been true across the board for the whole suite of companies under this umbrella. Pottery Barn, William Sonoma, West Elm, etc. ALL are awful to deal with.

Jameson Williams

A “Museum of Broken Dreams.” The store is fairly useless. It has some cool looking things in it, but it is a remarkably painful experience to try to buy any of them, and you can’t expect the things you order will show up at your house. One word to describe staff is “disinterested”. As a corporation overall, tremendous operational issues. Despite having nicely designed pieces, there really isn’t anything else going on for West Elm as a company.

chuck mak

$100 white glove + 10% additional shipping and handling fee is NOT refundable If you order anything online and wish to cancel your order, the money you paid for shipping is NOT refundable. This is the case for me when I order the product last night and called them the next day to cancel. You can call customer service and they will basically say you are screw! so just take the furniture you dont want or lose $200+ for nothing.

Jo James

Not impressed with West Elm at all. The service has been terrible. Ive been waiting for 2 1/2 months for a pillow, Ive had issues with a chair Ive purchased and theyve been horrible to deal with re fixing this issue. I purchased something recently from Room & Board & Crate & Barrel and both have offered such better service than West Elm. I like the West Elm style but Im not going to buy from them again due to these issues.