West Elm

The West Elm store at Southpoint is great! Excellent layout, fair prices for the quality, and really, really good customer service. I brought in a coverlet that had worn poorly over the past year and they returned it for store credit—I was so pleased with outcome!—and delighted with our new one! Thank you K. and your team.

Multiple issues with this place. Ordered end tables and a customer ottoman. The end tables were constantly delayed like 9 months. Finally we just cancelled the order and went elsewhere. When we got our ottoman, it was so poorly made after 7 months wait that we requested a return/refund. They didnt call back to schedule the pickup, I had to call twice. And then after finally picking it up, a month later they hadn't refunded our card due to an 'error' that their system doesn't notify customers about. We'll never consider this place again.

I ordered an industrial storage lift up coffee table. I ordered the Cerused White …it is absolutely beautiful! All I had to do was put together the metal legs. Very easy to assemble. The lift part is so easy and smooth…very well made. The table is very sturdy. I was sent a tracking text this morning…it arrived on time! I was very pleased with this order!

Don't waste your time or money!!! I placed an order in store in November with a delivery date of March 3rd. I've spent over 10 hours on the phone trying to get my order with no luck. We're now 5 weeks past my promised delivery date and I still don't have the items I ordered. I finally just asked for my money back. West Elm's customer service team is enthusiastic about giving you a refund, but they have no interest in actually helping you get what you paid for.

I can't even find the right words for this review I'm so overwhelmed and frustrated with West Elm. If I could give less than a one star review, I absolutely would. Like many others we shrugged our shoulders at the slightly delayed delivery window thinking, how bad could it really be? Friends, it's a nightmare except you're awake ... it's really happening ... and there is nothing you can do about it. We've been waiting for almost a year for our living room chairs and I just looked today, one of the orders was cancelled again and we were never notified. Not to mention, West Elm withdrew the money we paid for our chairs back in October 2022 when they supposedly shipped so not only do we not have the furniture that we paid for, we are also missing thousands of dollars for chairs I anticipate will never arrive. I could recount every pushed back delivery date, missing item, replacement order, cancelled order, customer service phone call, 'did not show' delivery appointment, etc. etc. but it's not even worth it. Sadly, West Elm is a scam and I will never recommend them to anyone despite how beautiful their products are. It's a true shame but just save yourself the stress and order with someone else. Don't think these reviews are just disgruntled customers or a random mishap with shipping. It'll happen to you too, guaranteed!

This is a review of the on-line store as I called the physical local store to inquire about the item many times but only got a recording. I ordered a table 5 months ago and there have been 4 emails notifying me of delivery delays, initially predicting a January-Feb delivery. . After the 4th delay estimating a delivery day 6 months after order placement and the fact the company no longer sells the item, I called customer service and requested the order be canceled. I had not yet been charged for the table since it hadn’t shipped so it shouldn’t have been an issue. They said the item consisted of 2 pieces and because 1 piece was in a warehouse somewhere not yet shipped to me, they could not cancel the order. I would have to wait for the other item, to arrive to the warehouse, then he charged for the item, then cancel it and request a refund at that time. That makes no sense! I have since found many stories on line about the challenges people have had with the company in obtaining refunds, replacements, etc. They should have been readily able and willing to cancel the order due to significant delays on their part, the fact it hadn’t shipped to me and hadn’t been charged to me. If only companies could learn from Amazon, wayfair, Zappos, etc who have mastered customer service.

I ordered a bed July 22, 2023. Rebecca Downs printed an "estimated delivery window: Aug. 10-Aug. 24." Today is Aug. 29 and there has been neither communication, nor bed.The charge to my credit card posted Aug. 20. I called customer service today and spoke with Courtney. She said it shipped yesterday from Georgia to Raleigh and that Fidelitone should be in touch within a week about delivery. Will West Elm come through? Will Fidelitone call or text? Stay tuned.... Sept. 2, 2023 For the sake of fairness, Courtney told the truth. Fidelitone contacted me on 8/31. by email and voicemail. They let me choose either 9/1 or 9/2 delivery. I chose 9/2. They kept their word on communicating a 2-hour delivery window. 8:30-10:30am. This morning, René and Eduardo kept their word by calling me 30 mins. from arrival. They really did provide white-glove delivery and set-up arriving at 8:30am. They were polite and professional, and took my old box spring outside for disposal.. The bed is in pristine condition. I am very, very happy with it.

Got email saying it would be delivered on 06/27. It wasn't until I called them 30 minutes when it was supposed to be delivered did they tell me my items would not be delivered for another two weeks. I'm not even mad that my items are late. I'm just annoyed that they didn't reach out or email me about my items being late and wasting my afternoon waiting for them.

Highly recommend against ordering any type of furniture from West Elm or Pottery Barn. We have furnished half of our house with their furniture over a 3 year period of time and every single order had a significant issue with shipping. Three orders had to just be completely reordered putting us months behind due to them misplacing the orders in warehouses. We had the long piece of a sectional only delivered and the remainder of the couch could not be found, we are still waiting for our refund after 2 months. I cannot tell you how many hours I have spent on the phone with customer service trying to track down products and get refunds. It is such a shame because I love the look of the furniture, but I will NEVER order from them again given all the stress surrounding it. Just do yourself a favor and buy from crate and barrel, article, or Lulu and Georgia their customer service and shipping are wonderful.

Store front is very nice. We loved the furniture style here. Local staff was great. The execution on delivery could not be worse. It’s been 6 months since our order was originally scheduled to arrive table, chairs, and a bench. We’ve had 6 delivery days scheduled where there was either no show, an incorrect delivery, or a partial delivery. Customer service just cannot clearly communicate an orders status. I’ve spent over 20 hours on the phone calling about this mess. I probably should have just cancelled the order long ago. Don’t be tempted by the quality items in the store, or assume bad reviews are covid supply chain related. This company can not execute on their orders. Full stop.