If you want to be talked down to by middle management and not be allowed to purchase items featured in the store then the west elm on the country club plaza is the place for you. One star is one too many. I was directed to this location while looking online before actually making the intended purchase in store. The store had this product on the sales floor. The computer inventory noted 3 in stock. At this point , one might foolishly think they could pay for this item and leave with it. One would be wrong. Did you know that west elm middle management can just declare an item "display only" and refuse to sell it to you? True story. Come to discover these recently established "displays" were "just set for a corporate visit next week" so I was not allowed to go home with one. Incidentally, the item I wanted to purchase was a planter pot...not a large piece of furniture ...not a custom piece...a planter (because one usually needs to see a pot in a "showroom" before committing to the purchase!?) This can only lead me to conclude that the optics for a corporate visit supersedes a paying customer. I was directed to go back home and order the item online forcing me to incur shipping charges. To be clear, I was in store. I was ready to purchase. I was shocked to find the middle management approach of selective service and terrible customer service to be sanctioned by their corporate office. I now know this because I called the customer service line and apparently they can just deny you product if they want to declare it display only. Online indicated it was in store to sell, as did another in-store associate (who was legit wonderful and helpful) but evidently Joseph can look at you and make a different call. Does this seem right at any level?! This product apparently only exists to put on a good show for corporate visits while actively sending customers away. When I tried to address this issue with Joseph he refused "to discuss it further". He wouldn't even offer to have it shipped to store at no charge but did let me know shipping would only cost me $18. As I stood a foot away from this look-but-don't-touch planter in a perfectly set display, he embodied sales prevention. I am shocked he has been employed at this location for any length of time let alone the years I have seen him there with his consistently apathetic approach toward pesky and dispensable customers. I am truly astonished and disheartened that the behavior of this individual is acceptable, encouraged, and allows for him to be in position of power / authority for others to learn from. I am not so naive to believe that my refusal to support such an establishment and company will negatively impact west elm, whose business model clearly does not value a paying customer, but the bar simply cannot and should not be this low. Take your money and your support elsewhere.

Here a little story of how it is like to order from west elm in 2021/22… We ordered knowing our delivery date was supposed to be October or November latest. Now it is February and we are sitting here with HALF a bed. Buyer beware. They advertise for things they cannot deliver…. Their delivery service is even worse. Ryder scheduled 5 times before they came out and that means they send 3 emails, 4 phone calls and 3 texts to confirm, but surprise they don’t show up. Then they call you again to schedule a delivery and same thing countless phonically texts emails and surprise surprise no package. They started scheduling in December, however we didn’t get the package till January and the morning of, the call: we are bringing you part 1 … WHAT? Oh yeah you are getting the second half next week we couldn’t fit it on the truck. I was patient, but guess what they lost the second half. Not only did they lose it, but also did they still try to schedule this 3 times. I was at home waiting … they didn’t show … I had to call to find out they lost it. OH yeah and they do not deliver without signature even if you request so I had to take of work too for them not to show up… Still waiting on my second half, it is now February. I contacted west elm multiple time to resolve this and here is what they offered me: Second half in March 12-24 … WOW… You be the judge. I think this is unacceptable and very unprofessional. Then I tried to cancel and get a refund. Not only do I have to deal with a lady in India that doesn’t speak English, but also do they say this: you can have a refund, but you won’t receive it until we PICK UP the other half of the bed….. Are they crazy ? SO they can pick up the half and go through all this but not get me my other half? Here is my conclusion…. NEVER BUYING FROM THEM AND TELLING EVERYONE … Please support your local carpenter and furniture maker we need to end giving these monopoly companies and china our money…

Unfortunately, we experienced very similar service MANY others I’m now reading here about have had with this store…. We drove nearly 3 hours one way to see items in person that we’ve dreamed about seeing after shopping a lot online. Prior to making the order we thought let’s go to a store and see more in person. The staff here seems far from interested in assisting with any questions, or generally assisting throughout the store. Felt a little condescending at times. We made over 5 attempts to be helped and advance our purchase, and every single time she got up from her chair as if she was going to check on something for us, but didn’t come back to her computer until we proactively started browsing around again. We’d come back and then did the same thing, walk away from our conversation as if she needed to check something for us, and then she didn’t come back. Only Bs with other store associate. She was more interested in talking with her associates who were also not accompanying anyone else in store. At most times we were the only ones still in store browsing and helping ourselves while they BS’d amongst themselves, or just watched us walk around. I made it clear very early on that we were in to spend some money today, but the associate seemed to have no interest in helping us land the order, or assist in styles, colors, availability, etc. It was so obvious the last time she walked away from our questions and products of interest and didn’t return, that she really was not going to help us buy anything in store today. We may or may not buy from west elm after all, but if we do- it will be to St Louis or online only. I’ve had better service from an online associates in California than this KC location. Don’t waste your time here. The reviews speak for themself, unfortunately

I placed an order for a banquette set in October of 2022. The order was delivered in early March with several damaged and missing pieces. I was told that if I were to receive the balance of the replaced items it would not be delivered until July of 2023. I requested to cancel the order and be refunded as I am not going to wait another 5 months to receive this furniture. I was told I would be refunded. West Elm only refunded half of what I paid. I was told the balance of my refund would not be available until the replacement furniture was delivered in July....but I am not even buying the furniture. After telling them I did not buy the furniture from the 3rd party, I bought it from West Elm and carrying that furniture is their issue not mine, I am still waiting for my refund several weeks and multiple phone calls later. I keep having to call them for updates. They should be contacting me with updates. Just been a horrible experience and I feel like I am going to be wrestling them for the remainder of the refund for the foreseeable future....so frustrating.

Never buy anything from West Elm that you can’t get in person at the store. If something is going to be delivered it will take forever. Their items are beautiful and well-made, but it took them a year to deliver our chairs. After reaching out to them multiple times to find out the status of the order, they would tell us that they had a vendor making the chairs, and so they couldn’t provide any details. Finally after a year when we tried to cancel, that item shipped. This is a common experience, their delivery is horrible. I keep getting sucked in because their items are so beautiful, but after every purchase, I think to myself I can never get something from the store again. But taking a year to get a product is the last straw. I’m telling everyone not to buy from them, because they seem unable to produce products that they advertise on their website.

I wish I had read the reviews prior to my purchase. I heard the products were good and ordered a bedroom set for my daughter. I wait rather patiently month after month for my delivery date. When the date finally arrived they called the night before with a time. I rescheduled several things last minute and the morning of delivery they called to cancel and automatically rescheduled for the next day (I already had multiple appts). After hours on hold with West Elm, scheduling, and the warehouse I was told if I rescheduled and they took my items off the truck I'd have to wait several more months? Every person I talked to already knew this process is broken and told me no one cares.

Had a total reverse pretty woman moment today at this West Elm. My husband and I came in after a particularly vigorous workout, sweaty and in gym clothes. I was curious what our level of service would be based off of that, and it was outstanding! The manager came up chatted us up and was extremely helpful. She showed us tons of different options gave us her card. It was extremely helpful kind and informative. Never felt any amount of snooty attitude. We’re looking to furnish our beach house, and will be using them to do so.

Do not buy things online. You will not receive them in a decent time frame. I ordered a bedroom set for my son in the spring and it has not arrived 6 months later. I called and was told that the headboard was lost in the warehouse and they couldn’t deliver my order. When I called for a refund I received a half refund and half merchandise credit. That is not what I asked for. I have been calling and emailing for 3 weeks to get the other 1700 back on my card! Nightmare!

Took a while longer for delivery, But it is a beautiful and well made piece of furniture. My rating will go up if I get my console today. It was to be delivered last month. Then I got notified on November 30 it was in and will be delivered in 5-7 days. Now the time frame for delivery ends today. Not a very good tracking system. Wish I knew it was out on a truck in my area.

West Elm is a classic store for modern and on trend furnishings. I love that this national chain also sources locally made gifts and products to put in their store. The plaza store is full of inspiration at every turn, I like to just go and get some design ideas often not buying anything. However I do have several light fixtures and other furniture pieces and I love them all.

Really horrible experience ordering online, not this particular store. I ordered a clearance side table and when I received it, it was damaged beyond use. Not great, but it happens. So customer service quickly got back with me and refunded

Important to note that I am a huge West Elm fan and customer. Went into the Plaza store today to purchase a mirror and a lamp. They did not have either in stock but were willing to order. The cost? $299 (for the mirror alone) if shipped to

I visited this store on 6/28/2020. I was looking for a sectional for my apartment and Jordan was a tremendous help. He was professional, knowledgeable and super nice! I was also given several swatches to take home and didn’t feel pressured

My husband and I drove a good distance to go to this store on April 15th. We knew exactly what we wanted and had a few questions to ask before ordering a dining room table. When we arrived at the store one of the associates said hello but

Horrible customer service. When I walked in I was not greeted nor asked if I needed help at any point while I was browsing. When Caucasian people walked in they were all greeted and asked if they needed help. I had to go to the cashier to

I ordered over 10k of furniture for a new house and it has been a nightmare. The furniture is beautiful, good service from in-store reps but customer service post-purchase has been totally inexistent. If you don't call to find out what's

Bought a chair at West Elm within less than 6 months the leg was broken. I went to return it or exchange and the manager said it wasn’t a product defect. It was a misuse and couldn’t do anything about it. I was really expecting a better

This was a great store and the employee that helped us was absolutely amazing. We arrived at the store close to closing. The store was clean, great products, and just an all around great first time at the store. They were really great

The products are fantastic, great ethics, high quality, and awesome style. The in-store experience is also great, with friendly and supportive staff. Unfortunately, if you have to order products online or call about a product issue,

Lesson for the staff- DO NOT judge a book by its cover. When I go into a store, I am there to purchase something. Not one associate welcomed me or even asked me if I needed assistance. I guess I do not ‘fit’ their