west elm, Philadelphia PA

Horrible customer service and I was the only person at the store so not like they were busy. I was completely ignored.

Horrible customer service. Repeated issues with getting orders on time, orders being delivered incomplete or just delivering the completely wrong item. Have wasted hours on the phone with their "customer service" and the response is always "call back and talk to someone else; it will take us 3-5 business days to process this correction or refund". Complete waste of time and money, save yourself the headache and shop elsewhere.

Staff were not very helpful. There were plenty around, they were just talking to each other, so I had to go get someone to help.
If you're going to try a mattress (which we were, because Leesa lists them as a place you can try before you buy one), don't bother. You can't actually try them, just look at them and squish it with your hand. They're just for display purposes, which is not helpful. (I also partially blame Leesa for this because their website said we could try their mattress at West Elm.)
The other pieces we looked at felt cheap. Hard pass.

Great stuff. Expensive. No staff to attend you or tend to your questions.

I ordered the Andes 3-Piece sectional in-store at the beginning of February 2023. Estimated delivery was end of March. By April, I still haven't received a delivery update so I call customer service every week for almost a month to get an update and I'm told that they're still waiting for the corner piece and that it should arrive at the warehouse any day now.

Okay, I wait patiently. A fews days weeks later, I get a notification that my delivery is ready to be scheduled. Yippie! Not so fast. They deliver only 2/3rds of my sectional and guess what? The corner piece is missing! On top of that, the ottoman has a giant lump in the middle that's highly visible and not comfortable.

Well, this is a complete surprise because it was never communicated to me that I wasn't getting an entire couch that I paid full price for ($4000 + tax and shipping) up front. I call customer service again. They keep transferring me to delivery scheduling for some odd reason. When I finally get a hold of someone, they tell me they lost the corner piece. They have to reorder it, but it's on backorder and won't be delivered until August 2023 (which really means October or December 2023.)

I tell them to cancel the entire order, refund me and pick up the incomplete sectional that was delivered because I did not receive what I had paid for and I don't want to wait until the end of the year. Customer Service rep tells me they have to clear it first with their vendor overseas before they can cancel the order. Um.okay, but that's not the customer's problem is it? After they refused to help me, I finally called my credit card company and filed a chargeback to dispute the charge. I'm now stuck with a lumpy incomplete sectional and still waiting for a resolution with the CC company.

I would NOT ORDER furniture from this company again! This experience has caused me and my husband more stress, headache and time than is necessary. They aren't truthful about their lead times and love giving customers the runaround. I'm so fed up with West Elm and their shady business practices. It's 2023 and these companies need to do better.

The vanity top that I ordered in January 2023 arrived cracked in 3 pieces I noticed it in when I unpacked it in February for my bathroom renovation. I called immediately for a replacement and the tentative delivery date was now in March It’s now May 13 and I’m still waiting for my vanity top. I only have one bathroom and I am currently using a piece of plywood for my vanity top. Customer service is friendly but unhelpful as they only offered me a refund The vanity is already installed so that is not an option unless I have someone come out and carve a piece of marble to match the vanity base. No offers of compensation for the $200 white glove service. This is unacceptable

No customer service whoever. I walk thru this store every so often and the only person I see is the half asleep security guard at the door. Never been asked if I needed help. I only use the store to see what’s available and the quality before I place the order online. Great to use as a showroom but I wouldn’t buy there. Don’t want to give credit to a salesperson for not helping me.