I wish I would have read reviews before purchasing from West Elm. We went to the West Elm Portland location and purchased the Anton 72” table and matching bench. Their crew helped my husband load it into the back of our truck. Before we made the 4hr one way drive with 3 young children, we called to make sure the table and bench were in good condition. We were assured it was. When we arrived we paid full retail price for the items and then went to the back to load them. My husband discovered they were in fact NOT in perfect condition and had scratches and a small dent in the bench. We drove a long way and decided we would still like the set but asked for a discount due to the damage. They agreed and gave us a small discount on the table only. We had bought memory foam padding ahead of time to put around it for a secure ride home. When my husband went to unload it after the trip he discovered both the table and bench had cracks and the table had major separation of the planks. The table is not usable. The glue that holds the planks together failed causing the planks to separate majorly. We contacted customer service and quality control and they said they couldn’t do anything for us because we didn’t purchase the products online. They suggested we contact the location we purchased from. The manager of the store told us that he couldn’t do anything other than give us a 20% off gift card to use at West Elm due to purchasing the product as a “final sale” item. We had no knowledge of this and were never told this would be considered a final sale item once he gave us the discount due to damage. Our receipt does not say final sale on it. He told my husband the separation was caused by “user error”. We haven’t even put the table together yet or used it. Absolute HORRIBLE customer service. We will never shop at West Elm or any of their sister stores again. Terrible customer service blaming the customer for their lack of quality in their products. I have told many people of my experience and have realized many have said they also have had terrible luck with West Elm. Now we are out $1500 and have an unusable table and a bench that will most likely cut my children if they sit on it.

Wow. West Elm knocked it out of the park! And it's 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 hadn't 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. I'm 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. we're 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!!!

If I could give a 0 I would. This review is less about the Portlans store specifically but the company. I went into the Portland store to try out the classic cafe dining chairs. Since I'm moving I decided to have them sent to my new location (which is in a different state), which online under shipping information they say they can delay shipping but you'd have to purchase on the phone. I call on the phone and spend 30 minutes. First thing I asked is if they can delay shipment to after June 6th and unequivocally they said yes. After 30 minutes I thought I was set up. Then I get an email next day saying they are being shipped immediately!!! Not anywhere near my new location I was panicked. I called back and spent an additional 40 -50 MINUTES where they said I'd have to call UPS and they are sorry but nothing they could do. The person on the phone was sympathetic and had to talk to 2 supervisors to get them to help. Finally one said she called UPS and was able to intervene on the shipment and that I'd get a new tracking number June 3rd for the items to be sent after June 6th. They didn't offer any compensation just briefly mentioned $20...which didn't even happen.Thinking it was resolved, I get ANOTHER email saying the items are already delivered to the new place! Now I have to call back and find out perhaps hire or find someone out of state to move them out of the driveway. The time, money and stress is ridiculous!!! I've never experienced such poor customer service. When I purchased furniture from Dania it was soo easy....all I did was leaving a note when checking out online to delay shipment to a later date and they coordinated with me over email!! If the chairs arrive and are just sitting in the driveway right now I will seek legal consultation because it is incredible to me how much time I'm wasting over chairs. Do not shop here or at least online....they show little respect for their customers.

I called the customer service to update the payment method since I received an email saying my order has been on-hold due to some payment issue. This is my second time went into this problem that I do not have enough credit card when West Elm tried to run my card. I called and updated the payment method, and inquired when the item will be shipped. The customer lady told me the item is still backordered, and my card will be checked periodically till the item is available and ready to ship. I was hoping to pay fully right now or west elm can give me a call when the item is ready to pay, instead of holding the credit line for this item forever (My original first order placed at 1/26/2021 from the store was cancelled for the exact same reason.) However, the customer service said this is the policy, and there is nothing she can do except cancel my order. I was totally shock about the west elm policy which requests customer to keep their credit for an unknown period of time or cancel the order. While I asked the customer service for other option, and I would like to talk to the higher manger to solve this issue from ground, she just laughed and told me this is the policy, and there is nothing to be changed. I totally don't understand why West Elm can allow their customers being treated like this. The customer service is unprofessional and not helpful at all. I decide to cancel my order, and I will never purchase anything from this company again. Either walk-in or purchase online, you will highly likely end up the exact situation I had, cuz they don’t have the items in stock. My original order was placed in the store, but when the order went side way, the store people just asked me to call the customer service because there is nothing they can do. When you call customer service, it is a dead end. The worst customer service ever. DO NOT PURCHASE FORM THIS COMPANY.

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 don't 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 doesn't work with the existing frame. Regardless, that's 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 that's customer service redeemed. The moral is West Elm should find a new delivery service. At least they came within the stated two-hour timeframe.

Extremely disappointed with the service I have received from West Elm. I will never give me business to West Elm again following this poor display of custom service and fulfillment of product, and I would not recommend them to anyone. Stay away, and find a better option locally. I ordered a sectional sofa May 2021, along with multiple other apartment furnishings. Understanding the pandemic product issues, we expected a potentially long turn around for some of these pieces, particularly the sofa. Most of the pieces arrived with the month, with the sofa estimated around 2.5-3 months, an acceptable estimate. It has now been nearly a year since our original order was placed. The sofa supposedly has been completed, and has yet to be delivered. The completion of the order has taken so long, my lease at my original address expired, and I moved to a new location. This apparently created an entire nightmare of logistical issues that West Elm is incapable of handling. We called them in early February to inform them of the address change, in the next state over. No problem, they said. The product was ready to ship and that would be a simple transfer of distribution centers. Except it wasn't that simple. From there, the product has been 'lost'. We have repeatedly been told they cannot locate the sofa, though it has been traced to the same distribution center. We are being passed along to 'logistics experts' who are carrying out 'investigations' into what is happening. Each time, a new report is taking place, despite us contacting them consistently over the period of several months now to get this delivered. We are getting jerked around constantly here, and feel that we are responsible for staying on top of their inability to manage this situation.

Horrible customer service. I went by today to grab a gift card for $500--easy money for the store, so you'd think the staff would be happy to assist. When I walked in, there were seven or eight salespeople milling around, but no one greeted me. I browsed for a minute or two then walked up to the register. No other customers were there, but there were three salespeople behind the counter, all of whom looked at me blankly. "I need to buy a gift card," I said. "What?" said one of the girls with a bored expression. "A gift card. Can I buy one here?" I asked. "Oh. Yeah." She then turned and looked at one of her coworkers, who said, "I can do it." Then that girl looked at the other coworker and said, "I don't know how to do that." I totally understand that she had to ask about issuing a gift card--no issue on my part with one employee training another on something. But neither of them acknowledged my presence while they went through the process. "Push this button, then run it there, then take her card, then give it back to her." Like, I am not a training dummy; I am a real customer standing in front of you spending $500. Could you possibly look at me and say, "Okay, we're ready for your card now" or something? Finally, after they were done with ringing me up, they handed the gift card to me without any sort of container. "Can I have an envelope and a bag to put it in?" I asked. "Oh. Yeah," one of the girls replied, and handed the items over while hardly looking at me. The whole experience left me with a bad taste in my mouth. I've been in before, and it's always the same. The staff here needs some serious customer service training. I love West Elm, but I'll never go back to this location. What a bad way of doing business.

Horrible customer service and disappointed with their products. We have now purchased a couch and a bookshelf from here and everytime we went in the customer service was horrible. -We walk in, nobody even says hi to us even though sales reps are standing right in front of us. -When we ask for help they are basically useless. -The bookshelf we bought chips the second you touch it, very poorly made. And trust me when I say that I'm a VERY careful person about my things and take care of them. -They make you pay to have things that are out of stock be delivered to the store And our most recent horrible experience: I called TWICE (on 2 separate days) to ask if they have a dining table in stock because I want to see the dark walnut color in person. On both phone calls they told me they don't have the dining table in, but they have a coffe table in store that is the same color we can look at. We drove 45 minutes to get to this store to see the coffee table, just to get there and the customer service rep tells us they don't actually have anything for us to see, and that they have 1 of the dining tables in the back but it's boxed up and she can't open it. On top of that, we ask how the quality is because we were very disappointed with our bookshelf that chips easily (bookshelf was $250...not exactly cheap), and she looks at us and basically says...well what do you expect if you're looking at that price point (the dining table was on sale). Excuse me? What a rude response. Never ever buying anything from this store again.

WEST ELM DOES NOT HAVE A PRICE MATCH POLICY!!! BEWARE. THEY PROMISED ME A MERCHANDISE CARD AS A 1 TIME EXCEPTION, DIDNT SEND IT AND THEN DIDNT SEND IT OUT!!! THIS IS THEIR RESPONSE--TOTALLY MESSED UP. 1 THEY DONT HAVE A PRICE MATCH POLICY, 2 THEY TOLD ME THEY WOULD SEND ME A MERCHANDISE CARD AS A 1 TIME EXCEPTION, 3 THEY DIDNT SEND AND THEY DIDNT TELL ME UNTIL I EMAILED TO INQUIRE ABOUT THIS. DONT DO BUSINESS WITH THESE GUYS! I want to thank you for taking the time out to send the email below. I hope you're having a wonderful evening. I would like to apologize for the delay of this response. We are currently experiencing a high volume of phone calls and emails. Please know that we are dedicated to responding to emails and calls in the order in which they were received. Your patience is sincerely appreciated. I have reviewed your order in its entirety. After reviewing, I unfortunately see that the merchandise card was deleted by our Releasing Department. Occasionally, our website and retail stores may not offer the same merchandise at the same price. Items on sale through our website and retail stores may be offered at different promotional price points, and this decision is a direct relation between inventory levels and customer buying trends. I sincerely apologize for any inconvenience. Thank you again, and please feel free to contact us with any other questions. Warm regards, Rekeisha C. Customer Service west elm

This company has many items that are exactly what I am looking for in my new space but I cannot support a company with such terrible policies. Their Portland store is a showroom so they wont sell floor models. Nearly every item I've gone to buy isnt available forcing one to order online. They require you pay shipping even if you ask to have it shipped to the store. They wont give notice of when items are restocked. They're shipping promo doesnt work on furniture. And they wont take unused shipped furniture back if it doesn't work in your space. I want to buy from here but cannot support such bad business practices. I hate to review the staff as bad but many of them act like they just cant be bothered. Not all, but the majority. Unfortunately I am walking away from a few items that I very much want but just can't. I just cant. Found a really great comparable Profile media console at DANIA which is the HEROY MEDIA STAND. I admittedly paid a bit more than going through with profile console but the heroy has better dimensions, seems better quality, and is a true black powder coat. Dania worked with me on price, I'll have the item in-store within 3 days and they allow for 2 weeks return on furniture that can be resold to support customer satisfaction. Dont bother with West Elm. They are trying to create hype on poorly made products under the guise of sustainable preying on the kind hearts of Portlanders.

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 hadn't 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. Don't waste your time and money with west elm.

I had the worst costumer service experience today from West Elm. I ordered over $6000 worth of furniture from them and was waiting for some items to be delivered. Some of the chairs on my order were supposed to be delivered 6 weeks ago, but due to Corona I figured they were delayed. I called today and was told they would be delivered end of June! That is an additional 3 months from when they were supposed to arrive. The costumer service representative said they were never supposed to arrive in March and that her supervisor could see what emails I received and that wasn't true. So after being called a lier essentially I said that it did in fact say March and that I still have the email and ask for her supervisors email address to send it to. She then points out in a sassy way that I would have to send over the entire email and a screenshot would not due. That infuriated me because once again she is insinuating that I am lying. I said I will send you the email in its entirety and then when you see that I am telling the truth are you going to honor my purchase and expedite my chairs since they are long overdue and to that she responded NO! Ha then why would you need to see the email!!!! This company has the worst customer service and was so condescending and rude! Buyer be ware!

This store in particular has horrible customer service. If you want a planter that’s in the store, they will tell you that you must order it and along with ordering must pay shipping and must wait 3 months because it’s on back order when there are plenty of that specific planter In store- I saw at least 2. If you get furniture, they won’t load it because it’s apparently “a liability!” Ironic because other stores from their chain will help you load without a problem. I had to drive back and forth because the item “was too heavy” for 2 people to pull out- came back 2 days later and 1 person (same person that initially couldn’t lift it with a 2nd person) was able to pull it without issue. When the item was loaded, I noticed on the box it’s the wrong item. The girl did not pay attention to what I requested and I wasted my time/gas driving from WA to Oregon 3x within a span of 2 days. I did overhear other customers arguing w/staff as well about something that was in stock but west elm wouldn’t sell to them and was making them order and pay shipping. Not sure why such a well known store hires people with such bad people/customer service skills!

West Elm has terrible customer service who are unwilling to problem solve. We have ordered many things in the past and most recently bought a small drink table for our living room that wasn't level- a drink would slide off. Asked for a replacement and sent the original back immediately. They received it on 12/11/23 but neglected to write this into my account, so no replacement was sent. Thank goodness for UPS tracking! Anyway, since they hadn't sent it and seem to be very disorganized, I just asked for a refund. Before asking me if returning it on my West Elm credit card was acceptable, they did it. It has a zero balance so I have no way of getting this money, and they refuse to reverse this to send me a check. Needless to say, we are planning on furnishing a few rooms this year, but I will not use them again. It's truly like we are a scourge on them for having the gall of wanting what we paid for, and that the customer service representatives obviously do not like interacting with customers. I can only surmise that this stems from management that is as rude and unhelpful as their workers.

Worst Place to ever shop! Not even deserve one star. I regret buying furniture from this place! Customer service is a chaos and I wish I knew about all the reviews beforehand. Unfortunately, I have currently 3 items that have not been delivered. One chair was ordered back in Sep 2021 and still no answer or news as to when it will come. They won’t cancel the order either, even though it is their fault not delivering the items after 7 months. The second is a coffee table ordered again in sep 2021 and said it was delivered in January, while it wasn’t. After a lot of phone calls, they placed another order that God knows when it will arrive. The third is another chair ordered in Jan 2022 in hope of getting it sooner since it stated it is in stock in time of purchase and now it is not available. All other items that were purchased also were delivered after a long waiting time. Save yourself the trouble and Take your money and time elsewhere! I will make sure everyone knows how awful this place is to purchase anything! At least don’t lie to your customer if you don’t have the items.

West Elm has sure gone downhill. We ordered a chair and ottoman back in January. When we ordered it online, the fabric section showed the fabric as having a 5 week lead-time. Ok, not so bad, so I ordered the chair. What I didn't notice was that during the order process, the delivery date had changed to 4 months. So one needs to be very careful ordering from their site. When the products finally arrived, the seat cushion on the chair was a completely different color and fabric. How it left the factory and the distribution center like this is beyond me. The deliver guy took the chair back and told me someone at the distribution center would call in 72 hours. No call in that time frame. When I called today, I was told that all they could do is refund the order, or put in another order for the chair, which would again, take months to get. I asked if the vendor could just make another cushion on a rush and was told that wouldn't be possible. New order, or refund. So after waiting months for this chair, I'm just out of luck. Would never use West Elm again after this experience.

Love my dining table and sideboard, but took 3 months to get my table. Ordered both the same time and was told both were in stock. Delivery would be in about 2 weeks. Then a email telling me the table was on back order and would take an additional 2 weeks. They did charge my Visa account for the sideboard but said they wanted to send at the same time. I waited and waited and had pending charges on my Visa on two occasions and taken off by that following Monday. I called a few times asking about my furniture and all they could tell me was that it was on back order. The women on the other end were all very nice and sympathetic to my problem but really couldn’t remedy my situation. After 2 months I received an email that delivery would be in a few days. My husband and cleared out our dining room to be ready, but to my dismay ONLY the sideboard was delivered. The sideboard could have been sent from the beginning. Said the table would be another 2 weeks, but of course that didn’t happen. After 4 weeks it finally showed up. I will never buy furniture from this company again!!!!

If I could I would give West Elm (as a company) zero stars. The customer service is absolutely horrible. My fiancé and I ordered a coffee table in March, here it is, almost September and I have not received the coffee table. I have called three times already for a refund and West Elm is holding my refund captive! No coffee table and no money, what kind of service is this? The only staff member at this location that was helpful throughout the process is the manager, Matt. Every other representative at this location was no help and honestly did not seem to care about our situation. Wow, my fiancé and I looked at West Elm before this as a very nice, luxury furniture company. Now I will preach to all my friends and family to never buy anything from West Elm. I wanted to buy lights, plates, and silverware from West Elm, now I will never buy anything from them again. Absolutely horrendous service. For anyone that is reading this, I highly recommend you do not buy anything from West Elm unless you want your money held hostage, and no product delivered.

I bought a set of sheets at the local store on Couch. The company website says "No Hassle Returns" within 30 days with sale receipt. This is so far from the truth. Maybe I'm the only person who washes sheets before using them? I was told that because I washed them, I couldn't return them. They said they couldn't re-sell them if they were washed. They re-use returned sheets? Ewwww. How do they know what you've done to them after you've left the store. They could have been in a smoke filled house, been sat on by the cat who just used the litter box? They put returned sheets back on the shelves That was enough to make me never want anything from their store. Anyway, called the main # and they could find nothing that said you couldn't return sheets that had been washed but that if the local store made a determination ... well ... that was that. How would that work for Costco? You can return at the east store but not the west store? A company policy should be a company policy but ... apparently not.

I’ve spent over a 1000 dollars with them in the last month with a move into a new house. I bought a couple of items to complete “a look” on their showroom floor and one of the pillows started to snag in multiple places without much movement ((just getting up and sitting down on the couch in soft clothe). Instead of returning them I’ve been tracking the covers to go on sale. I tried a couple of time and luckily this weekend they were 20% off. When the promo code wouldn’t add the customer service agent said it’s the fine print that the item needs to end in .99 or .97. The product was advertised to be 20% off all the way until you put the code in your cart. I asked her to show me the fine print so I can see that next time (I’ve spent over an hour trying to track these pillows on sale, not trying to repeat that mistake) and she said she could t even find it. A 40 minute call with customer service resulted in nothing. So disappointing after how much money we’ve spent here. Very poor customer service.

I hate shopping at this location. The employees are extremely rude, judgmental and not helpful. I went there today, 3 employees who were not busy looked straight at me and acted like I didn’t exist. They didn’t appear to be busy. I had a simple question, but no one seem to want to help me. I went up to one the associates and asked for help, she helped me but she seem reluctant to do so at first. As if giving me a second of her energy was torture for her. I love West Elm and I prefer to buy my furniture in person so I can get an accurate feel of how it will look and fit in my apartment, but I hate this location. I get this same experience each time I go in. Very stuck up attitudes. I love this brand but I’m not purchasing anymore from this location, probably online. I hate the detached online shopping experience, but it’s better than the detached cold feeling I get shopping at this store.Your employees need to get off their high horses.

I had a horrible experience with west elm! Do not buy!!!! If I could put negative -5 stars I would!! I have purchased a couch from them and was told it’s the best material and washes very well but when I got it. It started peeling right away and darkening from jeans. I called them and got it returned. They picked up the couch and said money will be refunded with in 5-7 days. From that day it’s been 5 months!!! I have no couch, no money!!! And a credit card that I’m paying interest on for the couch I don’t have. I called customer service over 20 times and every time they say the money will be refunded within 5 days and NOTHING!!! I went to the store in downtown and the manager promised to help and called them and said money will be refunded and NOTHING!!! At this point all I got is a 3K debt from west elm!!! And I’m paying interest every month from a couch that I don’t have!!! DO BOT BUY!!!!

I was interested in purchasing the Mid-Century Small Secretary Desk... Every store on the west coast I called was sold out, except for a West Elm in Emeryville, California and they just happened to have one left, in a box. Because their store has a new policy of not accepting credit card numbers over the phone, they could not ship directly to me. They did tell me that I could contact the store management here in NW Portland and ask if they'd be willing to have the desk shipped to them, so I did and they were more than happy to set up my request. Jessica was the one that handled everything! She told me it would take a week to reach her store and let me l tell you, she was right on! It was actually here one day early! Thank you, Jessica, for making this happen. I LOVE my new desk and would not have it, now, if it weren't for you!!! Superb service at my local West Elm store!!!! Jill McAllister

I am SO FRUSTRATED. I bought a mirror from this location- it was in stock but I couldnt buy the one they had on site so I had to order it for delivery to the store- I was assured it would arrive before Christmas- well, it has not arrived. Not only has it not arrived, but SEVEN people have told me it's been in Portland at "the hub" since Dec 7th and is just waiting for someone to get it on a truck to bring to the store. I paid $80 for IN STORE PICK UP in addition to the cost of the item- absurd. I love West Elm's items, but this is ridiculous. A $300 mirror, plus $80 just to pick it up from the store- but if it never arrives at the store then what am I supposed to do? I have called the store so many times, customer service so many times- no one seems to care. I'm never buying something that needs delivered again- only in-store items that are available then and there.

This review is for online West Elm Purchases (not in store). The company runs what appears to be a drop ship business model online and when my girlfriend and I purchased a dresser from their website in which we were told would arrive by the end of January, West Elm didn't run the charge on our card until two weeks later at a random time, then bumped the delivery date out further and then refunded us the money... but then charged us again... That unorganized run on sentence is the exact representation of their online store. We still have no idea if this is getting delivered or if it's being refunded because their third party maker can't produce the furniture we ordered. Guess only time will tell. You shouldn't have to guess when a large purchase will be charged on your card/when you'll receive it/if they even have the item in the first place.

If zero stars were possible, I would mark that. Do not order from West Elm. I will never give them business again. I ordered a couch in October and it’s now March. West Elm cannot tell me if the couch even exists or where it is if it does exist. I have called and emailed and West Elm cannot help me. The couch is made by a vendor outside the United States and it takes West Elm 7-10 business days to communicate with the vendor. I want to cancel my order but West Elm will not let me. They say the vendor gets to make that decision and it will take 7-10 days to get that message to them. This is an absolutely ridiculous process and system and makes absolutely no sense. Horrible customer service and communication. West Elm was not upfront or transparent about their system and has not been responsive to my concerns. Do not order from them.

Over priced, poor customer service, and damaged when delivered. I purchased a chair and when it arrived several weeks late it had water damage. It had clearly sat it water and had mold growing in it. the chair fabric was also stretched out and stained. It had obviously been on display in the store and they repackaged it and sold it full price. Very deceptive. The legs were scuffed. After multiple calls and hours of wasted time with customer service asking for a refund, they wouldn’t do it. I also ordered a coffee table from them. The pictures online showed a nice light gray wood, but it was actually a dark gray/green when it arrived, also several weeks late. Looked nothing like the picture. If you want an overpriced product that doesn’t look like what you ordered and is also damaged, then west elm is the place for you.

I went in and was met with not only a pretentious sales associate but equally rude and snobby associates team when I approached them to ask for help regarding a duvet cover/bedding set the associates began bickering about who had to help me to which one replied “oh I thought she was here to do inventory” which led to the ENTIRE associates team to laugh in my face. And when a sales associate finally did help me she continued to make snarky remarks and laugh the entire time she was “assisting” me. And on top of all that on my way out of the store another sales associate chased me down and began to sarcastically ask if I needed anymore help in an obviously fake British accent. VERY condescending and unprofessional. An amazing company in both quality and selection, but this experience was exasperatingly disappointing.

Ordered a dining table from West Elm 5 months ago patiently waiting for my table to get delivered after experiencing two delays already. Got a notification it was finally shipped to find out they shipped the wrong table when it came. Spoke to two representatives before the table was delivered confirming our order was still placed and correct which we were reassured it was still all good to go. I am now being asked to store the table while I wait to find out when it will be picked up. I didn’t realize by ordering a table I was signing up to participate in a free storage department for west elm. Needless to say this is the worst experience I have endured while ordering an item and will not be ordering from them again. I would gladly pay double the price to work with any other brand or company to avoid this setback.

This company does some weird, sketchy stuff... I ordered three items for my bestie's new baby-- these items were shipped 1. Immediately 2. Three months later 3. SEVEN MONTHS LATER. My issue with this is predominantly how poorly this was communicated to me. My biggest issue however, is in NO WAY was it communicated to me, that they don't charge for the items until they ship... I put my card information into the website as normal, I got an order confirmation email with an itemized receipt and added costs complete with shipping and cumulative tax, as normal. I think it's done and dusted, items purchased, as normal. Imagine my surprise when I get a charge for $140 SEVEN MONTHS LATER. Customer service was no help. If you're going to do things a little different maybe communicate with your customers! Never again.

I'm very disappointed in the shopping experience and the quality of the pricey mirror. We went to look at the mirror we loved online at this store. Staff looked miserable and frantic (I blame the store, not the staff, who were all friendly and trying their best). The mirror was on a high shelf so you couldn't really see it. We purchased the mirror, but we couldn't take the floor model—we had to pay an additional $40 so they could ship the mirror to the store...a month and a half later. I've never heard of a charge to ship something to a store! Weird, but we did it and waited. Well, we finally picked up the mirror, unpacked it, and....the mirror is a fun house mirror! Totally wonky and cheap. And West Elm doesn't even let you review their purchases on their site. Never shopping there again.

Do not order a gift online! Ever. I ordered 3 items for a wedding gift. Two of the 3 items were in-stock, 1 on back order. But 4 weeks later, another email; item 2 was now out-of-stock, even though a previous email said it would be delivered within 2 weeks. Now, 2 1/2 months later, I’m told the 3rd item is also out-of-stock. I called - did anything make it to the couple? The original item on back order was sent, but now they wanted payment for item 3 again. I requested they cancel the 3rd item and I’d be done, still unsure of the status of item #2. Tonight I got another email...I was charged for item 2 and 3 AGAIN! If you’re sending as a gift, be warned! It won’t be pretty and you won’t know for sure what does or doesn’t make it. Or when!

How do they show 3.8 rating? The company shows 1.5 on consumer reviews! We ordered a sofa that upon purchasing was promise within 8-10 weeks. When tracking the order we noticed a delivery time of more than twice that! Melissa tried really hard to correct the situation by creating a new order with promise delivery date of October. 1st. Once we tracked that order, it shows a delivery date of October. 9-16... I guess we'll just sit and wait. By the way, this same item, right now shows on the web-site 2-4 weeks delivery time... Not to mention that our inbox is bombarded by West elm in unbelievable rate. No more West Elm. They should all go to school at Crate and Barrel and learn how to provide utmost honest & reliable customer care.

I had a terrible experience with west elm. I ordered a sheet set that is listed as a sheet set, and in the product details specifically said that the product included a fitted sheet, a bed sheet, and two pillowcases. When it arrived, it had only a pillowcase, and no sheets. I assumed it was a shipping error and reached out to customer service. The customer service rep told me they would never sell a full sheet set for the price I paid, and that just because it says it's a sheet set doesn't mean it's a full sheet set. I'm not exactly sure how it could mean anything else, especially when the product details explicitly listed the additional components. This is blatantly false advertising, and terrible customer service.

I visited the store at 10:00am last Tuesday, a snow day in Portland. I was the only customer in the store. There were at least 5 sales people talking amongst themselves, while I walked around the store , seemingly invisible. I eventually stood at the register, , juggling items in my arms, while a sales person was writing in some type of log. She would not even look up at me until I asked if she could ring me up. And then treated me as a huge inconvenience. This experience is consistent with other recent visits to this store. If it were not for their low priced furniture ( we are furnishing an air bnb and don’t want to break the bank) I would have given up on this store ages ago.

Delivery is INFURIATING. It costs more than any other furniture store, it takes months to get anything, 50% of the time it’s damaged. I could go into detail, but I won’t bother. Still waiting on a table I ordered in November, it’s July . This is the second time, they delivered something damaged, took it back and said the new one was on the way. However, the new one was never ordered. Delivery people blame the West Elm people and vice versa. Get your shot together or stop charging a premium fee for garbage service.I will never buy anything from this place again after repeatedly having issues with delivery. Also, don’t charge a $180 “delivery fee” for a rug that is shipped UPS.

Stopped in last night to see an item in person I found online, there was a 20% off sign for the item so we asked the ladies working to make sure it will still be running tomorrow if we called to place an order since we needed to measure at home to make sure it would fit. Called back the following day after they assured us the sale would be running for a few more days and magically the sale wasn’t running anymore. The manager offered us absolutely nothing over the phone besides apologizing we were given the wrong information. I would have called back the same day had I known and now won’t be placing any orders from west elm in the future. Horrible customer service skills.

In store associates are usually very helpful. There's no place to write reviews on the west elm website. After being on hold with customer service for 50 minutes before being disconnected, I emailed customer service to have a problem corrected. I was mailed the wrong product and went in store to try to get the correct product, but it had disappeared from the website. After keeping the item and seeing the correct listing put back online, customer service offered no help in getting the issue resolved. I could reorder at the non-sale price even though the original product was never sent to me in the first place. Super upsetting for something that was completely their fault.

I’ve never had a worse experience buying anything ever. This is SO bad it’s going to seem like it can’t be real. Trust me it is. We ordered three furniture items from them. A large sofa, a love seat and an ottoman. This all WAS NOT CHEAP. Like at all. Here’s the kicker...we ordered it in July 2020! We got the loveseat and ottoman in January 2021 and they just emailed us and said they not only lost the big sofa but it’s now discontinued! Nearly a year later! I’ve demanded a refund for our entire order. Worst company ever. They have made little and slow effort to make anything right. Please please do not order from them! We are so sorry we did.

West Elm has been the most disappointing shopping experience I’ve ever had. Ordered a dining table and bench 6 months ago and still haven’t received them. Even worse they charged me 3 months ago. Every time you call they say it’s in transit and are very unhelpful and unwilling to take any responsibility. The company clearly could care less about their customers. They charge a $250 delivery fee. Apparently that means they are walking it over from the distributor center because I’m not sure how else it could take so long. Definitely think twice if you order furniture from this company as it will cause more headaches then it is worth.

Very bad customer service. I don't like to order items says back order and always order in-stock items. At the time of order, the delivery was one month later. I got email a month later that the item was just shipped and the delivery is a month after that (with a month delivery period, so combined 3 month after order), and I was not even available then! so I had to call the contact number they provided to change it. I called, after 30 mins on hold, someone took my order number and connected to another department that put me on hold for another 1 hour and 20 minutes. And I never got any answers!!!!!!!

West Elm's policies for returning items are extremely shady and bad business. You should know that when you order furniture, rugs, basically any larger item, your sale will be treated as final and you will not be able to return/exchange/get store credit if the item does not work in your space. Anyone who has designed a house or apartment knows that this is not good, particularly for a company that operates largely online. I purchased a rug that did not appear as advertised and I was not able to return. Now I have a rug that I do not like and I am out $560. Great. I would recommend shopping elsewhere.

I placed an order for some bedding on February 1, 2020 and every few months, I got a new revised delivery date. Today is January 31, 2021, and now it says the revised delivery date is April 10th -- more than 14 months from the original purchase date! I called customer service and got a woman who puts me on hold in the middle of her sentences, and complains out loud about how difficult it is to process the return in the system. After 29 minutes on hold, she told me she couldn't cancel it, but sent a message to the vendor to cancel it. I will not be placing any other orders through this company.

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. It's 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. I've been in the store several times and it's always the same- snotty employees who think they're cooler than anyone else. Apparently being in their presence should be enough. Smh.

The furniture is great, but OH MAN. Be ready to wait on hold for 30+ minutes, be swapped around to different departments, and be told completely different things for the same issues by different people every time. I was told by three customer service reps that our order would be returned at the warehouse...it was delivered to our front door. On my account it says it was returned but now I have no way to get it back to them since it’s a very large item. On hold again for 30+ minutes trying to fix their mistake. If you have to ship their furniture, I would find another store.

Came down from Canada to tour Portland and stopped by west elm to see if they had the napkins my mom has been looking for, for ages. They didn't have the total amount I needed so Jaelin took the time to look up other stores so I could get the product I wanted on the way home in Bellevue. He also took the time to plan out a whole itinerary for our time here in portland from food, drinks sights and markets/local shopping to even offering for us to stop by for other tips as he'd be working during our time here. Great customer service ! Thanks so much Jaelin !

This place! You won't want to leave. Honestly. The staff is so helpful (Mimi is the best!) and they have terrific ideas -- even setting up a designer to see your space if needed. Plus, the sofas and chairs on display are comfy -- all you need is a good Netflix show and a snack and you really would not leave! The best part though if you're indecisive, there's NO pressure from the staff to hurry and buy. I love that! Oh and it's worth paying for parking in the structure next door (Whole Foods) cuz as you likely know, finding parking can be atrocious.

Love their stuff but won't shop here again. In store sales people were great. But, shipping was a disaster (delivery driver hung up on me, delivery people didn't 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.

Helpful assistance from a salesperson on the floor helped us understand store policies and delivery options before ordering. Rotating materials for ready ship couches is annoying though and we couldn't find two pieces that were standard in the same material so it bumped the price up quite a bit since one would need to be special order while the other was ready ship. Only the ready ship was eligible for sale. Apparently these items also change weekly so pretty confusing if you're trying to get more than one peice at a fair price in the same material.

The store's customer to staff ratio is severely lacking. Takes a long time to get help when you're here. Often I just go to look at the piece I want then go home and order online because it's just faster that way. But when you can actually get help they are very friendly and helpful. And West Elm has my favorite furniture of all time. If you go to Crate & Barrel on a super busy day at a super busy time, you still get tons of people asking if you need help, so I prefer to go to that store over this one, but West Elm's design usually wins out

Horrible experience! I bough a sectional from them after a 3 months waiting for it, finally the coach arrive and when they will deliver at my home they found that they send the wrong screws for the legs of the sectional, so legs could not be install. And now they are telling me that i need to wait another 3 months to get the right screws for my sectional. Can you believe that? 6 months in total to get my sectional functional. You are so expensive for this horrible customer service. This is my order number West Elm Order 312273322833.

I have been here twice and have made a hefty purchase. It is very difficult to get someone to help you here. The sales associates do not make eye contact, do not ask you if you need help, and every time I had a question I had to go up to the front desk and wait. While I was talking to the sales associate he kept looking around and behaving in a frustrated manner as if he had something more important to do. For the money I spent I do not recommend buying furniture here. If I find something else suitable, I will be canceling my order.

In general the items look much better online than they do in person, which I think is one of the reasons I think they do not have customer reviews. Due to this, I tend to avoid ordering from them, but took a chance on stools and again much cheaper looking in person. To make it worse, now I have been dealing with customer service for weeks because they did not refund the correct amount. I won't shop here or for any of the associated companies until they start allowing online reviews. Too many other options out there!

I love the furniture and aesthetic offered but would recommend shopping online and avoiding the store altogether. The staff are not friendly and act as if you’re a nuisance for making returns. I get that they won’t make a commission off that sale but I buy enough from the store & would be tempted to shop in person more often if they treated me better. In my most recent experience, the salesperson helping didn’t even pay enough attention to the items I was returning and my return was short $30 when it was processed.

West Elm has the worst customer service. They have been postponing the delivery of a chair I purchased online for the last 5 month and they say I can’t cancel my order because it is now on a container. When I asked them about my rights, they said I agreed to terms and conditions. I don’t think terms mentioned you will lie to your customers face and say your chair is going to be delivered to you next week (never shipped still postponing). I want to cancel my order. simple. But yet west elm is not capable of it.

Maybe the worst customer service I've ever experienced. Still waiting for a delivery after 6 phone calls over 4 days... 20+ minutes on hold twice... disconnected after hold both times. Runarounds with absolutely no resolution. Dispite arranging for and agreeing to separate delivery dates for separate items, they are apparently now holding the first item hostage until the second (special order) comes in in December. Apparently they don't care if an elderly cancer patient has to sleep on a mattress on the floor.

Read the reviews before ordering. I ordered a bathroom vanity back in December. After being back ordered for 5 months it was first delivered without the vanity, only the marble top. Then they vanity was delivered without hardware. At install it was discovered that the marble counter was shattered. The new top was to be delivered 2 weeks later and on the day of delivery I was called saying they are short staffed and the top wont be delivered for 2 more weeks. I have still not received the hardware.

West Elm online is the worst. Ordered a new bed that turned out to be on back order when they said it was in stock. Took over two months to get the bed. During that time the bed went on sale which they would not honor. Finally got the bed and delivery was a horrible experience.. The day of delivery they showed up early with little notice. Then they did not take off their shoes while they were delivering and building the bed. Rude a disrespectful! Will not be doing business with this company again.

We ordered two of the same exact pendant lights. Again, two of the exact same ones. They shipped one correct one and one wrong one. Then…. After “trying” to ship the correct pendant light 4 times, they apparently couldn’t get it right. Hilarious. A joke. Returned everything. West Elm is garbage and we will no longer buy from them again, let alone let any family or friends after this mess. Not a reflection on the Portland store or its employees. Just the overall experience of the company.

They lost a life customer with me. Ordered a mid century console/stand as a center piece to my living room in October 2022, they said they are made-to-order and delivery would be in March 2023. I waited the 5 months and checked the order, the week of delivery - they cancelled it without a phone call to me. Email from Feb 2023 stating cancellation was buried in their multiple daily Ad emails after reviewing with this customer service. Terrible way to run a business. 5 months wasted.

Worst company ever to order from online! Will never order from them again. Customer service doesn’t know what the left hand is doing with the right. Ordered bar stools that initially said was in stock at time of purchase then was notified of a back order a month later after they were supposed to be delivered. Still waiting so I ordered different ones from a different company and going to cancel my order with WE. Save yourself the headache and buy elsewhere.

Disappointing. Walked through twice. Never even acknowledged. The one piece of furniture we wanted to view in person wasn’t even on display in the store. Apparently the store’s staff were absorbed in following around a loud-mouthed corp design/marketing guy pointing out what this store needed to change. We could hear him across the store. Annoying and completely unprofessional. We’ll go to one of the many local vintage MCM furniture stores instead.

I love the look of everything from West Elm but the quality is sub-par for the price. I am scared to buy items online with out seeing them first but, can not stand going into the store. The employees are rude and will walk past you with out a hello or even a smile, let alone a offer to help. I even had to fight for postition to see some sheets when a employee would not move out of my way. Theres no reason to be so snotty, your just working retail.

I stopped in recently to look for furniture for a new home I just finished building. I was the only one in the store, and there were three sales associates. No one greeted me or ever came over to ask if I needed assistance. Mind you, I need to buy an entire house full of furniture, so I spent quite a bit of time looking around. Not a great first impression and after reading some of the other Google reviews, I'm inclined to look elsewhere.

Awful customer service!! I came in to buy a sheet set of which I knew that had 3 in stock from being there the day before. When I arrived the next day they had disappeared and West Elm claimed they had rearranged sheets and no longer knew where they were. They won't cover shipping if something is out of stock, they are unfriendly and not at all serving to the customer, making my experience with West Elm extremely unpleasant.

Friendly and helpful staff. I needed to find some dishes to match something, but didn't know the exact name (model name?) The person working with me took me around and showed me some options until we found the right ones. After the purchase she helped wrap each item, made me some boxes, and sent me on my way. It was a good experience and I really appreciated the extra time with me to ensure I left with the correct items.

Worse customer service for a high end furniture store. Shipping charges are high, orders take forever. Once an order is placed you absolutely cannot make any changes even if you tried calling them immediately after. You cannot cancel, you cannot even add another item to the order even if the order was mistakenly submitted by their own in-store staff. Not to mention, you'll be on hold on the phone for a good half hour.

For the most part, the furniture here is lower quality (just a notch above Ikea, considerably lower than C&B), but if you are choosy you can find some decent values, and often it will be in stock. They have an ever-rotating selection of pretty throw pillows, and a suprisingly large selection of side tables. Some of the staff can be pretty annoying, but Michael is great, so just ask for him to fend off the vultures.

I ordered a sheet set in October of 2019. It's been over a year and I have not received them or been refunded. I've called three times. Their customer service representatives have told me that the hold up is because their third party vendor hasn't responded to their order cancellation request. At this point, that is their problem and they should give me my money back. It feels like I've been scammed by West Elm.

West elm is part of Williams Sonoma and their delivery system is slow and one arm doesn't know what the other is doing. Some of the products are very nice but if you want to return something you're on the hook for expensive shipping, even if you haven't taken delivery. The store is really more of a showroom to order on line, then deal with the onerous and slow shipping situation. Shop somewhere else if you can.

Honestly horrible experience with shipping. I’ve tried getting a couch that I ordered in July of 2021 shipped to my apartment and it originally stated that it was supposed to be shipped within 6-8 weeks. It is now almost November and it has been delayed to March 2022. I will not be ordering anymore furniture with them until they’re more honest about their shipping timelines.

I ordered a Christmas gift from the website in mid October. Today I got an email notifying me that the item is back ordered??? amd won't get here until mid January??? One star is more than West Elm deserves. And oh, by the way, the gift that I thought I had paid for in October is now being charged against my account. And its not even here!! Two days before Christmas Eve!!

The frame on the Spencer Recliner cracked just over one year after delivery of the product. Because it was over a year (just barely), they wouldn't cover the cracked frame. The materials on the Spencer Recliner don't hold up; don't waste your money. DON'T BUY from West Elm. Also the time from purchase to delivery is very long. So don't hope to get your product quickly.

This place is very pricey, but they have some nice things inside. We have picked up a few of the cheaper items while we wish we could afford some of the nicer stuff. Their little trinkets and decorations are the really cool things though. Make sure to spend time looking in each vignette for what decorations they may have in there. Those items can be very affordable!

I love that there's always a large clearance section and it's usually an additional 15-20% off. Sometimes it seems like the entire store is for sale. You can always get 15% off regular prices, either by being a student, mentioning that you're working with an interior designer, or just smiling really sweetly and asking if the regular price is the best they can do.

You're much better off choosing a custom furniture maker in Portland than going to West Elm. The custom companies in Portland will be able to make the same pieces you see there, you'll be helping out local manufacturers and designers, and you'll hopefully not pay thousands of dollars for standard-model furniture only to have it arrive weeks later than quoted.

I have purchased many stuff from this store a chair and a stool. Both broke less then a year of them being used. Yes there were made correctly. Customer service isn't helpful AT ALL. When I went back to purchase another chair it took 3 hours for the purchase to go through (it was the cashiers fault) and I still didn't get it delivered until 3 weeks later

I went in to touch and test out the Leesa mattress (I found it underwhelming). They have the display in the back of the store. I wandered in, found the display, layed down and talked with my partner, read the materials there, and walked out. I never saw an associate, let alone was offered any help in answering my questions. Made my decision pretty easy!

Ordered a matching bookshelf for a tv console piece I already have, and love. I understand that shipping times can vary, but after an initial estimate of Nov 24, the tracking time changed to Dec 1-12. Understandable. But On the 13th, the time on line was extended to 14-23. It would have been nice to have been notified of this at least by email.

This is worst service I ever had in high end store. Paid $3600 for bunch of large and small items, took home less than half and still waiting for rest. Called store this morning, they took my number and said they will call back, after 5pm I called again was on hold or a while and assistant manager promised to find out where my items are.

Horrible company. I purchased an item from them that was on backorder for a year. I finally canceled the order. I used Affirm for the payment. I am now owed $1500 as they charged me for the backordered item and yet no one at West Elm or Affirm can seem to get it together and refund me. Thanks for basically stealing my money.

I would agree with many of the other reviews that cite bad customer service and rip-off delivery prices. Why can't they make local pick -up available for small to medium items? I wanted to order two small bar stools and the total price was $278 but shipping would be $149 - more than 50% of my order. No thanks!

I really like this store, great furniture, good layout. But the staff just doesn't acknowledge you. I'm usually the type that kinda likes to browse by myself, but there's just no acknowledgement. Good number of employees just talking amongst themselves but couldn't care less to interface with their customers.

I ordered a couch on august 5 - was supposed to be delivered in 12 weeks. They kept moving the date back-- several times--latest estimate is now December 25 at the earliest. REALLY?!! Meantime the couch as gone on sale-- which doesn't apply to existing orders. Cancled it and won't deal with WE again

WORST customer service ever!!! I ordered a dresser and 2 night stands that according to the website they were in STOCK and READY to SHIP . It has been over 2 and half months and still waiting… Long wait times, costly and poor customer service is the meaning of West Elm store

Never buy anything online from west elm. They have high delivery charges and in case of return, they’ll charge you again! So basically even if You don’t end up keeping the item, you’ll still be paying. Also quality does not match the price. Never buying anything from them again.

Quality products, but very expensive shipping. With the large added shipping expense, you would expect the product to arrive reasonably on time. Instead, West Elm has delayed shipping twice and by multiple weeks. The initial shipping estimate seems like false advertising to me.

West elm Portland is fine. Employees are helpful and items are gorgeous. Delivery system for all larger orders is terrible. Months of delays even when ordering supposed stock items. I will never order anything from west elm again even if I have to sleep on the floor instead.

It's a great store got some great mid-century ideas. I cant say too much about the prices because I am visiting and I have a West Elm outlet back home. But I know the retail stores will sell floor models from time to time and they are usually great deals on great furniture.

Went in today to look for furniture for my new apartment, only to realize that this establishment only recognizes you if you look a certain way. Which is hilarious because none of the associates make enough to shop there so who are they to judge. Poor mindsets highlighted

This company is fraudulent. It is company policy, confirmed by customer service, to lie to customers. In stock doesn't mean they have the product nor do they have any idea when they will get the product. This isn't a supply chain issue, it is an honesty issue. Stay away!

I ordered duvet set,only received duvet.called cust.service three times,they promised a shipping label ,for return.they refused to just send me the shams.i never rec'd label .so I ended up buying the shams.This is a bday gift for my daughter.thanks for nothing,west elm.

Poor customer service. I ordered the pillow cover online, but it didn't work for me. They said it is final sale so I can't returned it. But it didn't indicate "that is final sale "on my order confirmation. I felt they took advantage of customers. They don't care .

I too have a love/hate with West Elm. Love the product, but I am really sick of the people who work at the Pearl District store. I occasionally get a nice person (usually an older person), but as a rule they are unhelpful and condescending, especially the men.

I’ve been in this store 8 or 9 times (including this morning) and never once has a store associate acknowledged that I was even in the store.. not a “Hi”.. not a “Can I assist you”. Thankfully a competitor with much better service opened across the street.

Ordered an in stock item online for pickup, order confirmed, drove all the way from Vancouver to get it. Oh sorry we don’t actually have it in stock. Had to drive home empty handed and order it online for delivery 3 weeks later with $22 shipping lol thx

Attractive furniture, horrible delivery follow through. Although I appreciate fair trade products and organic fabrics, waiting 6 months for back-ordered bedding is unacceptable. Does anyone at their corporate level pay attention to customer service?

This store is trash. The employees are rude and cold and the stuff they sell is poor quality, overpriced and just plain ugly. I can’t believe people shop from here when there are many better furniture and home goods stores in downtown Portland.

I bought couple of Tibetan lamb fur on their website, price not bad. Arrived quickly but something didn't seem right, called their customer service only was told the fur is faux fur. Their website did not say it was faux fur. So misleading...

West Elm has lost all sense of customer service. Over the years, we have purchased a lot of furniture and products from West Elm. We often worked with one of the store managers (Shelby) who was incredibly helpful. Unfortunately, she is