West Elm

Cute stuff horrible customer service. They have these snobby male workers that act as if they are too good for you. Dont walk in expecting great service. If you really want a product do what i do, go in and look at the product and then just go online and order it. (If ur not in a hurry to get the product)

I’m done TRYING to buy anything from West Elm! Horrible experience!
I was looking to buy all new bed linens, pillows, etc. since they had a 30% off promotion and the styles seemed to be a good fit. I first perused through the website to get ideas, then my husbsnd and I went to the store to get a better feel for colors and textures. Ideally, we would have walked out with at least $ 600 of products. However, it was impossible to find anything on our own due to poor signage and product labeling and no sales staff offered to help (or could be found) for at least 20 minutes. We were about to walk out when a young employee asked if we needed assistance. Honestly, she had less of a clue than we did about the products and had to consult an iPad to guess what anything was and wandered around confused the whole time. Also, some colors were not available in the store at all for comparison so it was a total waste of our time.
The textile quality was also very poor/​rough, and the furniture all appeared to be made with shoddy materials and compact apartment-​style design. I see other reviewers raving about West Elm’s «quality.» If you think their stuff is good, you clearly are just graduating from ikea and have never owned REAL furniture to know the difference.
What I also found really strange was that the IN-​STORE promotion was only 20% off, but they would price match 30% off from the West Elm website!!! Is it not the same store, it makes absolutely no sense to do business like that.
I would recommend parking valet by West Elm and walking directly to Crate and Barrel where the sales associates are knowledgeable and helpful, and products are of higher quality.

Love the store but they have the WORST customer service ever. They will never ask if you need any help unless you chase someone down. When they do help you they’re in a rush.
I asked a floor guy for help but he was quick to leave so I asked a heavy set lady at the front desk. She was even more rude and didn’t smile. She looked like she hated her job! If you don’t like it… Quit! She talked really rude and said «LIKE I SAID…» as if I was taking up her time doing nothing!
You’re better off ordering your items online because that’s what I ended up doing.

Recently moved to Houston, starting with zero furniture. Purchased vast majority of furnishings from west elm, in-​store & online, including pricier items like dining table, bed frame, etc. … Style is subjective, so will not comment here. Two things worth reviewing: 1) eco-​friendly products, & 2) customer service at Highland Village store. For eco responsible consumers (ie, all of us!), eco/​animal-​friendly bedding, eg, Global Organic Textile Standard (GOTS)-certified organic cotton sheet sets, duvets & shams, down alternative duvet inserts filled with microfiber & lyocell (derived from wood pulp) available at affordable prices, in great quality & stylish colors/​prints. Also look for Forest Stewardship Council (FSC)-certified sustainable solid wood furniture. … Customer service gets top marks here. Broken lamp picked up from store was immediately rectified by replacement at nearby store & 20% off discount, hassle-​free. Special shout-​out to Joe for being attentive, genuinely friendly, patient, and über-​efficient.

West Elm managed to slip a SPAM email into my in-​box and then proceeded with the Hard Sell. «Go to Highland Village NOW!». I hope my blacklist is powerful enough to short circuit their unsolicited sales pitch. Zero integrity organization.

This is the only West Elm location I’ve ever really shopped at, so I don’t know how the other stores are but this West Elm has terrible customer service. Employees are unwilling to help find anything or answer any questions. I love West Elm designs but the employees are enough to make me not want to shop there.

Poor customer service, all a round! My coworker asked an employee what the new markdown price was and he didn’t even bother to help, but instead stated that it should end with a .99 or suggest us look through the other vases to see the pricing or that the sticker may have fallen off. I then wanted to purchase accent pillows, two ladies at the register not even giving me any eye contact or assisting me. Waited for 5 minutes, then she stated the insert was $ 12 and the cover is $ 35 after I had told my co worker how cute these pillows are. Did not expect such poor customer service for such high end products. Need to re-​evaluate their own attitudes because I’m sure the hourly rates that they’re making there doesn’t give them the right to be snobby to their customers. I will take my business elsewhere.

Poor customer service. Employees generally have a poor attitude and are not willing to assist. I think the problem here is management. They see employees brushing off customers and in no way correct their behavior. It’s really a shame, I love West Elm products.

Poor customer service! Not what I expected from west elm. I like the products from here, but the sales lady named Jeanie was so rude! I did not plan to come here for bad service like this. Not sure if I want to continue shopping here much anymore. Disappointed!

Love love love this place. The design team is upbeat and fun to be around and the prices are reasonable.

I am not one to ever write a review on Unilocal unless I have an extremely horrible experience with a company. After reading more reviews and seeing that I have shared the same experience as many people have, I’d feel I can share our story to save the time and chaos that future customers will suffer.
My wife and I moved into our new house, and we decided to furnish about 70% of our house with WE furniture…
Coffee Table/​Side Tables: were extremely expensive and lacks quality. They took weeks to deliver and aren’t even stained, treated or protected with any kind of sealant. Very disappointed that we paid that much $$ for a piece of wood with a basic metal frame that was probably made in a High School wood shop class.
Lamps: ordered them and they weren’t delivered with the lamp shades… really?
Dining Table: took months to be delivered. Williams Sonoma is backed up with trucks and distribution… no calls, no emails, no communication what so ever after the failed delivery date. Once it finally arrived, it was all banged up with deep scratches in the wood. Now we had to call and wait nearly an hour to reorder another, and waited another month and half to get our new table.
Sofa: Sheesh… if you want to order any custom made furniture, be sure you give yourself a year to ever receive anything. Once it finally came in, we noticed a red stain on one of the back pillows. And after only have it for 6 weeks, it’s already starting to PILL. Poor quality.
Retro Wing Chair: Ordered it online in July, finally got in September. Original chair came with Pecan wooden legs, we got it with dark chocolate legs bc «they stopped making those legs.» With no notification about the change, they decide to still send us the chair that no longer goes with the rest of their furniture bc of the dark legs. We call customer service to deal with it which takes weeks, and they send continue to send us 1 leg over the next of couple of weeks of the same dark chocolate color.
Not to mention the fact that we overpaid for the rest of the items we purchased and they are just subpar in quality. (breakfast table, dining room chairs, kitchen supplies, bedroom furniture, stained shower curtain, very poor quality pillow cases, list goes on and on!)
DO NOT SHOP HERE, you will waste your time and money and will never be satisfied unless you go in to buy a fork… maybe you can take that home day of. You will receive everything 2 – 3 weeks after you are supposed to. Customer Service will never help you out. Items are very basic in quality and you will over pay.

The last three times we have been to West Elm in Houston we’ve had a very poor experience and continue to do so. First, I was given the wrong shelving items from back… found out when I opened them at home. When my gf went back to return the brackets to get the correct ones, the staff said they didn’t have that item any more and they rearranged the store. So I went back a third time with my gf. Another staff member said they didn’t have the gold brackets so I said the black ones were fine. We bought them and said we would look around some more. I go back to where I originally saw the shelf and brackets and guess what… they had a ton of gold brackets!!! Nothing had moved or changed! Lol.
We ordered a coffee table that day. It’s been over five weeks. We called today to try and get an update. We were hung up on. Now west elm won’t answer the phone. Ugh this place just seems so disorganized and doesn’t care about their customers, which is too bad because I like their furniture.

Before you read this review, this is a play-​by-​play interaction I encountered when buying furniture from this location. I expected much more from West Elm, but in the end (to put it bluntly), they suck. DON’T BUY FURNITURE FROM HERE. This is my first 1-​star review out of 100 reviews. I’m not biased, I expect much more when spending thousands of dollars on furniture.
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I recently bought a sectional couch from this West Elm location on August 11^th, 2015. As it was a custom-​order, I agreed upon waiting 6+ weeks for the item to come through in an in-​home delivery. We agreed upon Friday, September 25^th, 2015 for this delivery to take place. I waited for the entire period of time they were supposed to deliver my product, but nobody showed up, called, or even emailed me. West Elm uses Williams-​Sonoma for their furniture delivery service, so don’t expect to call West Elm and get answers to what is going on.
When I called the Williams-​Sonoma phone line at 1 (844) 818‑1963, I had to wait 15+ minutes to get through to someone. At this time, they informed me that my order had been cancelled. I asked why is that, and they could not give me an appropriate answer. I instantly called this West Elm store at 1 (713) 623‑2422, as I had made the purchase at this location, and Krista (employee) replied that she will do some digging about what the issue is and call me back at a later time. Krista indeed phoned me back, and gave me information to contact Lisa, a service delivery person with Williams-​Sonoma, at 1 (844) 294‑6205 Ext. 3008. I was told Lisa would call me back in a few hours, but in the end, she did not. Krista also told me that in the notes, Williams-​Sonoma had written they had called me a day prior on Thursday, September 24^th at 2 p.m. to inform me that the order was cancelled. This was not true. *Thank you Krista, as you kept true to your word of phoning me back.
When I tried to call Lisa, it brought me back to the same phone prompt as the original Williams-​Sonoma. It did not even give me an option to put in the extension 3008 to get directly to Lisa. Again, I had to wait 15+ minutes to get through to someone, explain my situation, and try to get transferred to Lisa. The lady on the phone told me Lisa is busy, and she will call me back later. We already know how that played out earlier.
Lisa did not call me back, but I wasn’t going to let this slide. I called back Williams-​Sonoma delivery service, waited 15+ minutes again, and Lisa happened to answer the phone. How come she never called me back? Forget it, I wasn’t going to make a fuss. I asked her what the deal was, and she said that my furniture will not be here until Monday, October 5^th, and when it arrives, I will need to go through this entire process again. She understood that I had taken time off work to be there that day and nobody contacted me about the cancellation. She gave me a customer service number to call when the furniture arrives at 1 (888) 779‑5172.
Monday, October 5^th, 2015 — I called West Elm at 3:45 pm today, as nobody called me telling me my couch had arrived. Vanessa answered the phone and put me on hold for 5 minutes. They forgot about me on the phone, and another random employee picked up the phone by accident and talked to me. They thought I was somebody else, and then transferred me to their stock team. Another random person answered the phone, and again, I had to repeat myself about my order, and he assured me he will call me back later today. This is such a painful process… Buying thousands of dollars worth of furniture should not be like this, and I have severe hatred for this company now.
Currently: Monday, October 5^th, 2015
The story is continuing and will be updated accordingly.
Overall, if you do not want to deal with stories like this, buy furniture somewhere else. Even IKEA is a smoother process than this. West Elm may be a nice store, but the process of getting the furniture delivered to your house is another story completely.
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Pros:
–Nice furniture
Cons:
–Expensive
–Service quality lacking (you would expect better service buying from here)
–Although a private parking lot, constantly busy

Great store. Beautiful design. Customer service is above and beyond. It’s furniture! Of course there are delivery fees and order times. I found that nothing was «hidden». Everything was explained to me at the time of purchase. Love West Elm Highland Village

Great product! Great store! Never had any issues… Yes, it’s busy… You cant expect to have one on one service on a weekend… Duh!

Horrible experience!!! So disorganized… never going back… left all my merchandise at the front. Staff poorly trained. They have no clue what is in inventory. Don’t go there unless you like watching utter chaos

Company full of hidden fees
I bought one dresser and 2 night stands, paid 125 fir delivery. Then they said there is extra 25 for delivery to 2^nd floor.
They don’t tell you unless you ask.
Then on the delivery say, they tell me there is extra if I want them to assemble the furniture — put the leg on the dresser.
The customer service was awful. They have no idea what my order is, i said I ordered in store, they still keep asking me if the store did a online order for me, or a store order fir me. How the hell could I know!!!
I should have asked if they would charge for taking the box out, throw the trash away.
This is the last time I buy from them.

While on «shopping row», West Elm is a must-​stop to come in and browse their contemporary trendy home décor and furniture store. Lots to see and they’ve made some changes over the years. No longer is this just strictly stark cold modern décor, nowadays you’ll find a little of Restoration Hardware meets Crate and Barell.
If you’re trying to revamp your space to a modern contemporary chic look without alienating desire for warmth you can find some shabby chic items that leave you wanting more.
Deep grays and neutrals are in so come here to browse, shop and enjoy a new space at a home when you take some wonderful pieces with you.

Every time I go into this store I find something I love — it can be rather dangerous for my wallet. I’ve read reviews about poor customer service. The only time I’ve interacted with employees was during a purchase. They were nice enough but they don’t greet you when you enter the store and pretty much stay behind the counter. I bought some patterned sheets that were priced comparably to Kohl’s. They have a lot of cute little things that would make good gifts and a clearance section. Will continue to shop here!

We love West Elm and the mid-​century look. Everything is well made and visually appealing. From mid-​century buffets, to the chevron dressers, to farmhouse tables, to other home good items, we would be happy if our house looked like a West Elm catalog. Though that is probably not going to happen, we still love to come in from time to time, and fawn over their furniture and their style.
To be honest, I’ve had mixed experiences here with customer service. However, the last couple times (including today), we had friendly associates come up and tell us about their sales, their markdowns, and to see them if we had any questions at all. On another visit, we were interested in a large red clock. However, the associate informed us that they couldn’t give it to us, because it was the only one left in the store and it was on display. However, we responded with saying something to the effect of we really love this clock, and would be sad to leave without it. They went back to talk to the supervisor to see what they could do. Eventually (after some time) they informed us that we could purchase the last clock. So from my experience, I think you just have to learn to work with them, and they’ll do their best to work with you.