West Elm

AVOID!! Went to this Grand Rapids location and the customer service was just terrible. We walked in and did get a casual hello from an employee who was restocking a couple items. We said hello and decided to patiently wait since her hands were full. She decided to just keep stocking more items versus help us and we just stood watching. She finally called over to another employee who was behind checkout counter, on her phone scrolling, back to us. This person seemed bothered that we needed assistance. We asked our ONE question, which was the sole reason for our visit, and she responded with, I don't know. She walked us over to a third employee who also responded, "I don't know, did you check the website?" At this point I was getting frustrated because the attitudes of all employees were such that I, as the customer, felt like I was burdening them. I told them I did check the website, but I hoped they, as the direct store, could more easily help me. It was at this point they started directing me to "just shop at Pottery Barn." I calmly made the point that when you are dropping this kind of money on nice items, one expects a bit more help in small issues, to which the third person who CLEARLY did not want to be bothered any longer, said "Just go to Home Depot then." That was the moment I gave up. I work on home restorations, and I was working that day. I strongly feel I was typed as, not worth thier time, due to not being glammed up. That said, I do see MANY other reviews with the same customer service complaints, so perhaps it is just all people they dislike. I will NOT return, and I most certainly will not buy online. The demise of store fronts are not the online options, it's your total distain for the customers.

It really is hit or miss at this store. Customer service varies from wonderful to really bad. Even though they have visually appealing and modern looking options, furniture quality is mid grade at best. Online purchase returns are difficult to return and my last experience with this made me wonder if I'd ever do online purchases through them again. I've been coming here since they opened this location and feel like in store customer service has taken a nose-dive in the past 2 years.

Overall decent experience with the furniture itself. But we've had a horrible experience with the coordination between West Elm and their delivery service provider Ryder. We ordered living room furniture and it came in stages throughout 4 deliveries. There was damage to 1 item. Having that damaged item picked up and a new one redelivered took multiple attempts and there was consistent miscommunication between what West Elm told us vs. the delivery company. Only other complaint is that their rewards system on the card we opened for the furniture doesnt seem to be working correctly. Go pickup the furniture at the store if you can.

While I like West Elm furniture, this store is a disgrace! People who work there are unprofessional and don't have answers to any of your questions. The salespeople are rude. One of them Jess, her name hung up on me when I called to inquire about the status of my purchase and told me that if I am unhappy with the 6+ month wait time which was supposed to be 2-4 weeks, I should just go to another store. I later found out through the general customer service line that my order was never placed by the store. I am never going back to this store and will never recommend it to anyone.

Completely inept! My cousin bought me a gift card from this west elm, I ordered curtains with it online but they didn’t fit. I returned the curtains and I’ve been trying to get a new gift card returned to me for months! : No one seems to know how to help, and each time they send a new card it doesn’t arrive. It’s baffling.

I was nervous to come to the store, because previous reviews complaint of poor customer service. However, my experience was the exact opposite. We had multiple designers greeting us throughout the store, but they were not down your throat like other furniture stores. They allowed us to easily wander and explore the store, but made it known they were available to help when needed. We received help from one designer Kendra, and she was patient with our indecisiveness. She pulled out whatever swatches we were curious about, and gave recommendations on which fabrics are best for pets. We have not ordered our sofa yet, but I just wanted to show some appreciation towards to staff. It was helpful to see some of the sofas on display as well, and I am now purchasing a completely different sofa than I originally thought I wanted. All their furniture displayed was beautiful!

We bought a new house last year and wanted to fill it with nice custom furniture. We ordered with West Elm and they told us it takes 12-15 weeks. 15 weeks went by and nothing showed up and no one called us. We called their customer service several times and not one person could tell us where our custom furniture was. Long story short, they never found our furniture and the customer service was useless. The only solution they had was for us to put in another order and wait another 12-15 weeks for the furniture to maybe show up.

Our experience first started with a call asking for rug swatches, which arrived two days after shipping. Very quick! Betsy was amiable and accommodating. A few days later, my husband and I traveled an hour to the Grand Rapids location, where Melissa helped us find the perfect rugs and dining room table. Melissa was very knowledgeable and hospitable. I would highly recommend this location and its excellent staff. We will be returning customers. Thank you, ladies!

Lots of upscale items. Modern furniture and home lamps, pillows, bedding. Prices do not include everything you see, must ask. Pillows don't include inside stuffed. Extra cost to ship and item to the store or your house if it's not in stock.

Visited with my wife and received amazing service from Betsy! She helped us select the perfect sectional in a durable material and color. She also took the time to answer all of our questions and make sure we felt 110% comfortable before making our big purchase. Betsy still gave us space to talk about it, but was available to help. Would highly recommend her to anyone on the market for a new piece of furniture!