The sales people are great, but DO NOT SHOP HERE: I ordered a custom chair and ottoman from West Elm in the upper east side of NYC the second week of March. I was told the latest it would get to me would be April 11. April 11 comes and goes and I FINALLY get delivery confirmation to schedule for April 29th. I am excited that all the horor stories I heard hadn't quite happened to me.... well don't hold your breath. 10 minutes before the truck arrives, I get a call saying I'm only getting the chair and they lost the ottoman. I was told it only takes them a couple days to locate the ottoman and not to worry. I'm furious not only because how do you lose a piece of FURNITURE, but why am I only being notified 10 minutes prior to delivery? Absolutely inexcusable. Fast forward and it has been a week since they lost my ottoman and issued the "dock search" that they promised they would locate my item. Shocker, THEY DIDN'T. They want to RE ORDER which will take ANOTHER TWO MONTHS. Disgraceful. They should be embarrassed. I get better service and faster delivery from Wayfair or Ashley Furniture. This is supposed to be a high end store. They still have not found a resolution, and the customer service agents are miserable at best, not wanting to deal with me probably because they know that their service is so bad and they get these calls I'm sure all day long. DO NOT SHOP HERE - THEY STEAL YOUR MONEY.

After weeks of attempting to make a simple purchase (a side table), West Elm made it feel like I was trying to buy the state of New York with a jar of pennies. Their rigid, inflexible (and unfortunate) company policy, inconsistently applies delivery charges to their products. The store manager at the New York, Lincoln Center store was disappointing and unconvincing with her explanation. So, they display items on their showroom, a customer likes and wants to buy the item. The store will tell you they do not have the item in stock. However, they will order it, and in my case, with the little side table I wanted, the delivery fee was half the price of the item itself. So, I get stuck paying for the store’s inability to keep adequate stock and inventory?? I’ve struggled these few weeks trying to understand how this is a successful business model that looks out for ‘The Customer’? It was my first time at West Elm…and likely, my last time at West Elm. I really hope they realize their rigid rules might possibly only work for them, certainly not for their customers.

DO NOT WASTE YOUR TIME or MONEY!!! After all of these painful calls and horrible experiences with West Elm furniture, I feel I am responsible to share this with you all. I waited on the rest of the media set for about 2 months. Noticing that the order status didn't change for the past month, I decided to make calls. It was totally waste of my time! I spent hours on these calls. After they put some internal request and finally confirmed all the rest of items were ready to schedule for delivery, I saw a WRONG item on the delivery confirmation email. So I had to call them again and repeat the whole story again. And now they said they had to submit another request to the corporate to figure out where the other item is .... now here I am again. waiting on the response. Such a painful experience!!! I would give them one more chance to make things right, but without much hope....

Beautiful showroom showcasing mostly mid-century modern furniture. I've purchased quite a few pieces from here when I first moved into the neighborhood a few years ago, and the staff was helpful, although the process itself was strenuous and took forever. Furniture quality is mediocre; you're mostly paying for the design itself. If you're not actually buying but merely perusing, the staff will ignore you and complain about customers amongst themselves. Prepared to feel uncomfortable trying out different furniture as they follow you around making noise rearranging the furniture you try out. Also very hard to get anyone in the store to help you answer questions about products in the store. Definitely not a store that encourages you to try out and buy, nor makes the customer feel welcomed to actually make a purchase.

Everything looks very nice, but you may never get your items delivered. Even having spent a significant amount of money to furnish my entire apartment with them, my orders are now already 2 months delayed and no short term update expected. Customer services and concierge report different status and expected delivery dates every time I call them. Little by little I’m giving up on all the pending items yet to be delivered, which is very frustrating as I should have made that decision 2 months ago and not having to live without furniture. WALK AWAY FROM THIS STORE AND DON’T BELIEVE THEIR EXPECTED DELIVERY DATE (it is already a long time expected, but in reality it takes much longer).

As so many of the other reviews say you may order your furniture but good luck receiving it. My order has been delayed so many times now and its months late. I hired people to wait for the delivery when they said it was scheduled and of course they never showed up. Customer service is horrendous. Don't believe anything they say. They keep you waiting on hold and then when they pick up they place you on another hold while they look into it and of course the call gets disconnected. West Elm may have nice looking furniture but its of very cheap quality and customer service and delivery is a Joke. Avoid this company and the frustration of dealing with them at all costs.

Ordered the Harmony Modular 85” Sleeper linen in frost gray. Delivery was scheduled between 1-3 pm today. Received multiple emails confirming this and also a live tracking option this morning. An hour ago, I got a call from the delivery department- my order was cancelled because my couch wasn’t there when the delivery men went to load it in the truck this morning…how do you schedule a product for delivery when it’s not even there. Oh and also, rescheduling it is only possible November 17 onwards. Needless to say, I cancelled the order as I need a couch ASAP. Never shopping at west elm again and I hope this serves as a warning to others…

I'd give negative stars, if google would let me. Purchased baby furniture from West Elm. Online tracking showed as on-time until 30 minutes before delivery, then the items "disappeared". Now 5+ weeks later, and West Elm has made zero progress in resolving. Dozens of phone calls to their so-called support department. Any person who answers the phone is always "not from the correct department", no matter how many times you get transferred/re-routed to a different representative. Irresponsible for WestElm to accept orders (and payment) based on specific delivery timeline, if they're unable to actually deliver until literally months later.

Terrible customer service! You can never reach a supervisor! Can you imagine being told over and over that a supervisor is unavailable and onky a sales rep, not you, can reach them through email! I spent $20k and I regret it because of West Elm's customer service! I wanted to return something, the customer service rep was so rude and made a mistake yet was defensive when I pointed it out. She proceeded to humiliate me over the phone and then did not resolve my issue! I spent 3 hours on the phone on a Saturday morning! Absolutely ridiculous. And noone has called me or emailed me to resolve the issue!

I am very unhappy with West Elm furniture service. I ordered a white couch from them 3 months ago because they promised to deliver it within 2 weeks. However, they have canceled the delivery twice at the last minute (the day before), saying that the item is in back order. They have also pushed back the estimated delivery date further and further. This is unacceptable and frustrating. I feel like I have wasted my time and money with West Elm. I would not recommend them to anyone who wants to buy furniture online. They are unreliable and dishonest.

Went to W.E store specifically to place an order on a dresser and 2 Armoires. We were told they were in stock and that one would arrive in October ‘22 and the other 2 in December ‘22 a week later I receive an email stating that the arrival date tis now in May 2023. WHat. 9 month wait. I fully understand Covid issues with Shipping but why tell your clients that they are in stock. Terrible business model. They take you money but the items are not available. Recommend going to another company if you want items shortly.

Be careful ordering online from this place. My package was not delivered and West Elm refuses to offer a refund or send a replacement. They acknowledge it was misdelivered but refuse to do anything to help me, their customer, with it. The only solution I have is to dispute the charge on my card (and hopefully win.) Never ordering online from this place again. DON'T TAKE THE RISK. OTHER COMPANIES ARE MUCH MORE HELPFUL WHEN IT COMES TO LOST PACKAGES!

If you want to actually receive the items you pay for, don’t shop here. Repeatedly pushed back delivery dates despite promises that there would be no delays in shipping. Customer service management is beyond terrible and they couldn’t care less. Unless you spend over $5,000 they will not ship items separately even when some pieces are ready. Buy your furniture anywhere else but here, I wish I did.

Great, modern looking furniture at reasonable price points. Staff is friendly though probably not as attentive and helpful as the ones at the Chelsea location. West Elm used to have a ton of promotions but that pretty ended due to the increased demand for better looking homes led by the pandemic—believe the only real promo they have going on is the 10% points if using West Elm credit card.

Visited the store to tryout the Leesa mattress. The store was designed very well & very well lit. The arrangement of furniture was beautiful. I had issues with 1 associate in particular during my visit who seemed be giving me sassy responses to my questions. Was pretty clear I came in to try the Leesa mattress. That aside I had a fine time at that location but may not go back again.

Was in here for an entire hour. Needed to furnish a whole apartment. No one acknowledged us, let alone helped us. But 5 employees were chatting among themselves from behind the counter. I don’t understand the point of brick-and-mortar if no one will help. We watched everyone around us get service but not us. Really disappointed. I’m not buying here on principle. Shameful service.

We ordered a bassinet online in January and the delivery date was pushed 4 times without notification - after waiting more than 1 month we had to call customer service for the 5th time to be notified that the order was further delayed. We cancelled the order and will never use this company again. Stick to amazon or other delivery platforms if you want decent service!

West Elm is a scam!! They schedule a delivery and never show up. Then they say there was an issue right before delivery. They order a replacement and then cancelled the order. Customer service kept me on the phone for 50 minutes and still couldn’t issue me a refund 5 months after paying thousands of dollars. I never came across a store like this.

Buyer beware! They'll do anything to close a sale. When I bought an item I specifically verified I could return it for a refund. But, when I tried to do just that, Preston, the local manager said the person who told me that wasn't authorized to make that commitment. What??? How is that the customer's problem?? Avoid!!!

No customer service here. I have shopped at west elm in Hoboken and decided to give this Manhattan branch a try, it was very disappointing. No acknowledgement or help from the staff that work there. I thought because they have a bigger showroom and more items that their service would reflect that! Big let down

Great experience. We did a little research online and short listed a number of pieces. When we were at the store in person, we were able to work with Ms. Keys to purchase our new love seat. She made some great practical recommendations about the fabric type. We are looking forward to the delivery!

Every time I came into the store, everyone was super nice to me especially Nabs and Shai who helped me out. The delivery people are great as well. My only concern is that the furniture takes a while to get there but that’s really no one’s fault since it is popular. Great people and furniture.

This place sucks and should close. Poorly staffed as the other reviews say. Overpriced. Ordered an item in May that was backordered for months. Impossible to cancel after ordering despite the delay. Never received item. Never got money back. Would not shop again.

Real bad. Poor quality. IKEA style in terms of self assembly but 5x the price. Worse instructions and missing pieces. Either save some money while knowing what you’re getting into or go to a real furniture store.

Was told by another location that this store had the item I wanted. The rude sales person (short dark hair glasses) wouldn't even look at the system, just told me to order them then snubbed me.

Nice to browse and get ideas . Some of the furniture is a bit overpriced. I have purchased from West Elm and they have nice merchandise. But sometimes I have to wait for a mark down.

Low quality and only a year of warranty (even for the more expensive items). Customer service is hard to reach if you run into any trouble. Would not recommend.

Really cool modern home stuff. It's the cooler pottery barn and has great furniture. I've bought a few things here that make my house feel more modern and hip

Beautiful store with inspiring display of modern and mid century modern furniture.

Excellent service, got a wonderful couch from them. No complaints.