west elm, Atlanta GA

I don't like to do this, but West Elm has been a nightmare to deal with. I have made three orders with their credit card and had massive issues with each. My cabinet arrived damaged and had to be replaced, a gift I ordered for Christmas was canceled 2 days before the holiday, and I ordered 4 chairs in April, waited over three months, and only received 3. Now I was told they can't refund me and I can maybe expect a replacement in November. Do yourself a favor and find a company that understands what they are doing.

I went into a physical west elm location to place an order for a customized sectional (Order #311543758750 if you guys care). I spoke with Brennan Foley to place my order and confirmed with her that I wanted my sectional to face in the same direction as the floor model. $2500 and a month and a half later, the sectional is delivered, and it's facing the wrong way. The exact issue I was looking to avoid by going into a physical store location. 10/10 would not recommend. I'll take my refund and put a down payment on a LoveSac sectional, smh.

Good food. I wish they had shade on the roof top. Its been times i had drinks on a hot day and almost fell out because the heat is beaming on you.

I can’t begin to explain my disappointment. Here is an example of poor customer service.
I was told by an associate that if I apply for the West Elm credit card and get approved I would get a 10% discount on my purchase and all previous purchases even if the approval doesn’t come through immediately. She even said you can go home and apply, and she didn’t specify any deadline. I made $3000 worth of purchase thinking 10% of it would eventually come back. It took me a few months to get the credit card and when I went back to put my past purchases on the credit card they said they don’t do such a thing. I even called the store the day before to do it over the phone and they said you have to come to store for that. I drove 45 minutes to the West Elm store only to hear they weren’t gonna do it. I am super angry because I had to go through so much trouble to get the credit card approved, and my credit score dropped for it. Then I had to drive so much, and it is even more frustrating when they just tell you “oh I’m sorry it was a miscommunication. ” The manager in duty was dry like a robot. He wasn’t listening to what I was saying, he just kept saying I’m sorry.
When they are selling their products the associates give you all kinds of promises to get their commission and when it’s time for them to keep those promises they have all kinds of excuses, and no one accepts responsibility.

West Elm is fine if you shop in store. Their merchandise is fine online also. But seems that online delivery is bad. My wife ordered two items online and had them delivered to my son. He received two of one item and three of the other. They charged us twice. Dealing with their customer service is unreal. Still have not been able to get my money back even though it has been weeks that my son returned the extra stuff they sent by mistake.

One of my favorite stores but has an exceptional time today thanks to Lolly. Never had more fun checking out!

Not regarding a local store. Before you order from West Elm online please pay close attention to the stated delivery dates and be diligent about continuing to check not just with their order tracking feature but by calling customer service. Or perhaps better yet, before you get too emotionally invested, shop elsewhere.
I ordered a piece of furniture in late October, they charged my account in late December, with a delivery date in mid-January. Ultimately, the order was moved out three times. After unanswered emails and two uninformative phone calls to customer service, I was finally told that the item never reached the distribution center as displayed on the order tracking feature on their website.
This means they charged my account and had my money for a period of about 8 weeks and the item had likely never been built. I canceled the order and was refunded my money in full.
If you search online, for West Elm customer service, you are likely to find an overwhelming number of similar complaints where items were ordered and the delivery was pushed out sometimes by months without any explanation from customer service.

Decent designs, dreary staff. Rarely anyone says hello, or asks if you need any help. But, we keep coming back because it’s a convenient location.

Shoddy Sofas! DO NOT BUY West Elm furniture unless you’re willing to replace it within 2-4 months of purchase. It’s nice for pics and staging a home but that’s where it stops. The support beams in my sofa broke down right at 2 months. Getting a refund or replacement piece takes an act of Congress. I was told to keep the furniture and they will refund. This was after almost 3 months of back and forth and miss information and not getting a replacement sofa. Now I’m being told they will come get the sofa and once they have it back they will refund me the money in 3-5 Business days. Then I have to purchase another sofa from them or somewhere else and wait another 6-10 Weeks or longer. It’s January 22nd and I’m looking at April/May by the time it’s all over. I’ve spent over $5K in furniture and accessories with West Elm in the last 7-8 months. I will no longer continue to do any business them moving forward. I will also spread the word about it through social media and any other outlets I find.

I was needing online help. I received help from Lolly whom works at this Atlanta Georgia West Elm store (I live in a different state so I would not have had any reason to rate except for this interaction). She was so kind right off the bat and very helpful and even sent me pictures of an item they had that I was interested in. If I had an inquiry she answered it. What is inclining me to write this review is how kind she is and was with me when helping me. Even when I feel like I might be being difficult or asking too many questions Lolly never made me feel this way. The customer service and overall experience was 5 star worthy for my experience.

Worst experience ever for West Elm in general and not the store locations.

Took 4 months to deliver. Defective product with really bad cushions. Even an 18 pound dog would leave deep indents. Sitting on them was bad as you could feel the frame below. Had to send pictures twice. Took another month to partially send a new cushion of the incorrect size with the remaining another 2 months out. To replace the incorrect cushion, it would take another 3 months. The store could not help as customers have to deal directly with customer service.

Finally asked for return and refund. Again back to customer service. Had to send pictures all over again and the same rep who was getting the new cushion shells sent. Took a few weeks only to get store cards. Then it took 2 weeks to void them, over 6 customer service calls and filing a case to get the money back. If you want migraines dealing with these people then order. There was nothing really spectacular after all the buzz and hype on the brand name. A cheap accent chair from another store had better quality cushions with 24 hour delivery to send a replacement leg.

So as a customer you start wondering - really West Elm premium brand and all. Total waste of almost a year.

My experience at west elm was terrible! If you ever want your furniture delivered don’t shop here! We ordered a couch in NOVEMBER and it kept getting delay and yesterday in January we checked our order and it got pushed out until MAY. We got no email or call explaining this and customer service couldn’t even tell us why. At this point we had to cancel our order. Such a waste of time don’t do it.

Just not my style and had no appeal like the magazine pictures. I suggest going to the store and examine their furniture in person.

Having many problems with my deliveries! Don't go to this store just order online. They will mess everything up.

Horrible experience. To place a simple order and open a credit card, I spent 4 hours in store. Then, the credit card transactions have issues, wrong item was purchased. Spent 10+ hours on the phone to sort things out. As of now, my credit card shipped to a wrong address. I loved West Elm. I am sure most of their staff are nice and professional. However, after this “accident”, I will never waste my time to attempt to purchase items in store and use a West Elm credit card!

We picked 4 or 5 items, nothing was in stock, refused to sell the displays.what’s the point? This place was a complete waste of time.