West Elm

It’s not everyday a sales associate picks a fight with a customer over $ 2.80, so this story must be told. I shopped in West Elm this evening and worked with a sales girl named Krista (spelling might be wrong). I informed her that I had some dishes on hold and requested to purchase them. I had received a 20% off coupon which stated (verbatim) «Excludes SMEG appliances, Stikwood Adhesive Paneling; Includes clearance items ending in .97 and .99. In stores + online; cannot be combined with other offers and not valid on prior purchases; not valid at west elm Outlet stores; ends at 11:59PT. U.S. Orders only». I was buying 2 plates, on clearance, priced at 5.99 each. She told me that coupons are only good on regular priced items, with an eye roll, no less. She did not offer to take a look at the coupon, just told me in so many words that I was wrong and she would not honor the coupon. I pointed out that it did, in fact, include clearance items ending in .99. Again, not reading the policy, she told me «then, well it’s not good in stores». I again offered her my phone to read the coupon, and she finally took a look. After admitting that it does in fact apply to the exact purchase I was wanting to make, she said that she still wouldn’t honor it, because that «register wouldn’t even allow that». I asked her to clarify, and she told me that even though «west elm was in the wrong» meaning that it should work, that she had no way of giving me the measly $ 2.80 off. This was shocking to me, having worked in retail, knowing that of course she could. I expressed my disbelief that West Elm would not simply honor this coupon. Then she said, with a thick sarcastic tone, «if it means that much to you, I’ll do it. You saved an entire $ 2.80». Wow, she has a lot to learn about customer service. Never ever argue with a customer over such a tiny amount, and certainly not when the customer is in the right. Weights and Measures should be on alert for this store. We recently moved into a new home, and have spent quite a bit at West Elm over the past year, and I was planning on spending more on their design services. After this experience, I will never spend another cent at West Elm. And all over $ 2.80. Thanks for your help, Krista.

Friendly employees & a beautiful, clean, organized store.
I had gone in looking for a specific Christmas ornament (super early, I know) & was able to find it easily on one of their decorated trees.
Three people working all three checkouts made my purchase quick (great for me because I was on my lunch break).
They have beautiful items, some reasonably priced, others, not so much.

I went here with my husband after having dinner hoping to get accent ideas for our built ins. We were not greeted when we walked in although the store was empty and the two employees (one of which looked like a manager) were just chatting at the front. It was ridiculous to see the Caucasian people who came in 5 secs behind us IMMEDIATELY get greeted. Needless to say I will not be back as there are better and more upscale options in the area!

I called this West Elm to buy furniture for my new loft in Durham (I am moving across the country and need new furniture). I have shopped at West Elm, Pottery Barn, Crate & Barrel, and Restoration Hardware in Colorado for this new furniture. The service that I received at the Durham West Elm store was without hesitation the best service I have ever had. Specifically, I worked with the store manager (he just happened to be the one who picked up the phone) and he was a most informed, professional, patient, and creative person. He carefully reviewed the blueprints for my new home, helped me pick out furniture that would fit the space (and me — I’m 6’6″ tall), he gathered and photographed swatches and guided me on design. I am, by nature, overly analytical when it comes to large purchases and I ask TONS of questions. The store manager knew every answer and was patient with my questions. I think the end design is going to be just perfect for my space, needs, and budget. I seriously feel like I got free expert design consultation — can’t beat that. Also, he helped me find furniture that was on sale so that I could maximize my budget. I can’t say enough good things about my experience with this purchase and employee. I will definitely shop more regularly at West Elm.

My long-​time loyalty to West Elm has been RUINED by their «white glove» delivery service. It’s been a month of THREE damaged dining room tables, damage to our hardwood floor, absolutely impossible customer service (so far I’ve been passed between a dozen different people), and on it goes. We were last told 72 hours for a resolution. When that passed with no response, I followed up and was told to wait 7 – 10 more business days. When I followed up again, no one replied.
Keep in mind, for each delivery you are given a two-​hour window during business hours. We had to clear six total hours during the holidays for West Elm (not to mention the time we wasted on hold and on dead-​end email correspondence) for yet another damaged piece of furniture.
And now we need to have our floor repaired despite my husband literally pleading with the most recent delivery guy to be more careful.
No one has even offered us a discount or to refund the (not insignificant) delivery fee.
BEWARE.

I came to West Elm to start my Wedding Registry. There is not one in the Triad so my only options are Durham or Charlotte. This West Elm store is beautiful, I loved seeing all the tablescapes that they put together. The person who helped get us going with the registry was really friendly and helpful with any questions we had. To register you actually download the app and scan things off of your phone. Welcome to 2014, no more scanner gun!
I think the prices are pretty reasonable here. Some things are a bit pricier but for the most part you can get some affordable awesome stuff!

Last week I went into this store and purchased 4 pieces of furniture, 3 of which needed to be delivered directly from the store to my home. The staff was extremely friendly and helpful during the time of purchase. Where I ran into issues was the delivery of the furniture. The first available appointment was this Saturday which I scheduled from 10−2pm. When the furniture was still not delivered at 1:30 I called the store, inquired about the status and was told they forgot about the delivery and it would arrive at 3pm. After waiting at home I was irritated and asked why no one called to inform me. They apologized and refunded the delivery charges amounting to 100 dollars. When 4pm rolled around and still no delivery, I called the store again. This time I was informed that they would arrive in an hour. When I again asked why no one called me, they couldn’t explain. Unacceptable. It is now 5pm and still no delivery. After waiting around all day at my apartment on a Saturday when I travel all week, a 100 $ refund hardly seems like a consolation for such poor customer service. I was planning on buying several other things from the store to outfit my new apartment but will not be ordering from or visiting this store ever again.

I love west elm, but the box store is lacking and if youre used to the catalog will be nothing but disappointed at the selection available in store.

I feel like West Elm was specifically designed for people like me, people with great taste who also hate the idea of driving all the way to Charlotte for Ikea!
Anyways, this review is a reflection of the helpful staff and service that I’ve gotten shopping there.
Last Christmas I needed to purchase a table and I didn’t have a vehicle that could fit the item so they were nice enough to hold it for me.
What was really nice is that I feel like the people who work at West Elm have an eye for design. One time I had a long conversation with… hmmm I think her name was Julie… and she was very helpful in helping me figure out the pro’s and cons of buying an expandable dinner table.
Another great example is a recent visit. An interior decorator I hired and I went to visit West Elm for some living room items. We sat around a bit and checked everything out and an employee named Jade was kind enough to check in with us if we needed anything. Jade was super helpful with advice about terrariums and rugs.
Unfortunately the rug I wanted wasn’t available in the size I wanted, but I needed it right away for out of town guests. Jade referred me to Pottery Barn (same parent company) and I was available to find the rug I wanted in the right size. :)
Anyways, I recommend West Elm for anyone looking for tasteful stuff… and the helpful staff who know a thing or two about design is a bonus!

My husband who is a highly decorated USMC disabled veteran has a service dog, and when we went into the store today after driving from Wilmington to go there to buy new furniture, were completely embarrassed by how rude and loud one of the employees were about his highly trained service dog, she had a disgusted look on her face, her hands up, inched away and instead of helping us, the employees stayed behind the counter and whispered! We left and are in the middle of handling with corporate.

Complete headache! West Elm has really cute stuff, but expect the worst customer service ever. A bed I ordered was on back order. I was not notified until I called and complained about the delay. The lady I spoke to said I could just cancel my order! When I called the store where I bought the bed, I was told the associate merely places the order online just like you can do at home! I called back to customer service and was told by a supervisor that she would personally track my order. I never heard from her again. When I called back to the store, turns out they had the frame in stock! Again a call back to customer service and there was no way they would help me get the bed in the store delivered as opposed to waiting for the backorder bed. Again I asked to speak to a supervisor, they were all busy and was told I would have a call back the next day. 3 weeks later and no call. Next time I will spend a little more and go to Crate and Barrell. Not worth the headache!